intercommunication.<media-type>.routing-based-targets
Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue
Changes Take Effect: At the next interaction.
Dependencies: intercommunication.<media-type>.routing-based-actions
Use this option as a template for any specific workitem media type to define the list of targets that are contacted through the routing based mechanism for the requests that are defined in the option intercommunication.<media-type>.routing-based-actions.
Note: The targets AgentGroup and Skill are always addressed through routing; therefore, they are not affected by this option.
intercommunication.<media-type>.routing-based-actions
Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of valid operation names from the following list: OneStepTransfer.
Changes Take Effect: At the next interaction.
Use this option as a template for any specific workitem media type to define the list of 'routing based' actions that an agent is allowed to perform for the specified workitem media-type.
intercommunication.<media-type>.queue
Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: At the next interaction.
Use this option as a template for any specific workitem media-type to specify the name of the Interaction Queue that is used by the 'routing based' feature for the specified workitem media-type. The following attached data are added by Interaction Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.
intercommunication.voicemail.routing-points
Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of call number names in the following format: dn_name@switch
Changes Take Effect: Immediately
Introduced: 8.5.118.10
Specifies the call number that is used by the routing-based feature. The following attached data are added by Interaction Worskspace: IW_RoutingBasedGvmMailbox,IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedRequestType
intercommunication.voicemail.enabled-target-types
Section: interaction-workspace
Default Value: Agent,AgentGroup
Valid Values: Empty or a comma separated list of string from the following list: Agent, AgentGroup
Changes Take Effect: Immediately
Introduced: 8.5.118.10
Specifies the list of targets, Agent and/or Agent Group, that can be contacted through voicemail.
intercommunication.voice.routing-points
Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of call number names in the following format: $dn_name@switch$
Changes Take Effect: At the next interaction.
Specifies the call number that is used by the routing-based feature. The following attached data are added by Interaction Worskspace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedActionType, IW_RoutingBasedRequestType, IW_RoutingBasedLocation
intercommunication.voice.routing-based-targets
Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, ACDQueue, RoutingPoint, Contact, TypeDestination.
Changes Take Effect: At the next interaction.
Dependencies: intercommunication.voice.routing-based-actions
Specifies the list of targets that are contacted through the routing-based mechanism for the requests that are defined in the option intercommunication.voice.routing-based-actions.
Warning: The targets AgentGroup and Skill are always addressed through routing; therefore, these are not affected by this option.
intercommunication.voice.routing-based-actions
Section: interaction-workspace
Default Value: MakeCall,
Valid Values: A comma-separated list of valid operation names from the following list: MakeCall, OneStepTransfer, InitTransfer, InitConference, OneStepConference.
Changes Take Effect: At the next interaction.
Specifies the list of routing-based actions that an agent may perform.
intercommunication.sms.routing-based-targets
Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue
Changes Take Effect: At the next interaction.
Dependencies: intercommunication.sms.routing-based-actions
Specifies the list of targets that are contacted through the routing-based functionality for requests that are defined by the intercommunication.sms.routing-based-actions option.
Warning: The AgentGroup and Skill targets are always addressed through routing; therefore, they are not affected by this option.
intercommunication.sms.routing-based-actions
Section: interaction-workspace
Default Value: OneStepTransfer
Valid Values: A comma-separated list of valid operation names from the following list: OneStepTransfer.
Changes Take Effect: At the next interaction.
Specifies the list of routing-based actions that an agent is allowed to perform.
intercommunication.sms.queue
Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: At the next interaction.
Specifies the name of the Interaction Queue that is used by the 'routing based' feature for SMS. The following attached data are added by Interaction Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.
intercommunication.im.routing-points
Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of call number names in the following format: $dn_name@switch$
Changes Take Effect: At the next interaction.
Specifies the call number that is used by the routing-based feature. The following attached data are added by Interaction Worskspace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType, IW_RoutingBasedActionType,IW_RoutingBasedRequestType, IW_RoutingBasedLocation
intercommunication.im.routing-based-targets
Section: interaction-workspace
Default Value:
Valid Values: Comma separated list of valid object types from the following: Agent, ACDQueue, RoutingPoint
Changes Take Effect: At the next interaction.
Dependencies: intercommunication.im.routing-based-actions
Specifies the list of targets that are contacted through the routing-based mechanism for requests that are defined by the following option: intercommunication.im.routing-based-actions
Warning: The AgentGroup and Skill targets are always addressed through routing; therefore, these are not affected by this option.
intercommunication.im.routing-based-actions
Section: interaction-workspace
Default Value: MakeIM
Valid Values: Comma separated list of valid operation names from the following: MakeIM
Changes Take Effect: When the application is started or restarted.
Specifies the list of routing-based actions that an agent is allowed to perform.
intercommunication.email.routing-based-targets
Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue
Changes Take Effect: At the next interaction.
Dependencies: intercommunication.email.routing-based-actions
Specifies the list of targets that are contacted through the routing based mechanism for requests that are defined by the following option: intercommunication.email.routing-based-actions
Warning: The AgentGroup and Skill targets are always addressed through routing; therefore, these are not affected by this option.
intercommunication.email.routing-based-actions
Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of valid operation names from the following list: OneStepTransfer.
Changes Take Effect: At the next interaction.
Specifies the list of 'routing based' actions that an agent is allowed perform.
intercommunication.email.queue
Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: At the next interaction.
Specifies the name of the Interaction Queue that is used by the 'routing based' feature for E-Mail. The following attached data are added by Interaction Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.
intercommunication.chat.routing-based-targets
Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue
Changes Take Effect: At the next interaction.
Dependencies: intercommunication.chat.routing-based-actions
Specifies the list of targets that are contacted through the routing based mechanism for requests that are defined by the following option: intercommunication.chat.routing-based-actions
Warning: The AgentGroup and Skill targets are always addressed through routing; therefore, these are not affected by this option.
intercommunication.chat.routing-based-actions
Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of valid operation names from the following list: OneStepTransfer.
Changes Take Effect: At the next interaction.
Specifies the list of 'routing based' actions that an agent is allowed to perform.
intercommunication.chat.queue
Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: At the next interaction.
Specifies the name of the Interaction Queue that is used by the 'routing based' feature for Chat. The following attached data are added by Interaction Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.
intercommunication.chat.conference.invite-timeout
Section: interaction-workspace
Default Value: 30
Valid Values: from 30 to MAXINT
Changes Take Effect: At the next interaction.
Specifies the time-out interval for a chat conference or chat consultation invitation to a skill, agent group, or interaction queue.
Intercommunication options
- intercommunication.chat.conference.invite-timeout
- intercommunication.chat.queue
- intercommunication.chat.routing-based-actions
- intercommunication.chat.routing-based-targets
- intercommunication.email.queue
- intercommunication.email.routing-based-actions
- intercommunication.email.routing-based-targets
- intercommunication.im.routing-based-actions
- intercommunication.im.routing-based-targets
- intercommunication.im.routing-points
- intercommunication.sms.queue
- intercommunication.sms.routing-based-actions
- intercommunication.sms.routing-based-targets
- intercommunication.voice.routing-based-actions
- intercommunication.voice.routing-based-targets
- intercommunication.voice.routing-points
- intercommunication.voicemail.enabled-target-types
- intercommunication.voicemail.routing-points
- intercommunication.<media-type>.queue
- intercommunication.<media-type>.routing-based-actions
- intercommunication.<media-type>.routing-based-targets
Related Resources
The following topics discuss the implementation of these options: