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Outbound options

outbound-callback.ringing-bell

  • Default Value: Sounds\Ring.mp3|10|-1|primary
  • Valid Values: Letters A to Z and a to z. Numbers 0 through 9. All special characters that are valid Windows file names.
  • Changes take effect: At the next interaction.
  • Description: Specify the Outbound callback ringing sound configuration string of a scheduled callback pushed to the agent as a preview, for example: Sounds\Ring.mp3|10|-1|primary
    The value has four components that are separated by the character '|':
  1. The file name and folder relative to the application folder. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. -1 means plays and repeats until an explicit message stops it. For example, the established event stops the ringing sound.
    2. 0 means play the whole sound one time.
    3. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specify whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

outbound.callback-types

[Added: 8.5.115.17]

  • Default Value: personal,campaign
  • Valid Values: A comma separated list of callback types from the following list: personal, campaign
  • Changes take effect: At the next interaction
  • Description: Specifies whether an agent can select a personal callback or a campaign callback when rescheduling an Outbound campaign record, or whether all callbacks are either personal or campaign. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

outbound.call-result-automatically-selected

  • Default Value: ""
  • Valid Values: Any available call result value.
  • Changes take effect: At the next interaction.
  • Description: Specifies the call result to be selected by default for outbound records. The specified call result must be defined by the values that are specified for the outbound.call-result-values option. If set to an empty value, the current call result of the outbound record is selected, or unknown is selected if there is no current value.

outbound.call-result-is-mandatory

[Added: 8.5.100.05]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: Immediately.
  • Description: Specifies whether it is mandatory for agents to set a Call Result before Marking Done an Outbound interaction. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

outbound.call-result-values

  • Default Value: Answered,NoAnswer,AnsweringMachine,Busy,WrongNumber
  • Valid Values: One or more items from the following list: Abandoned (Abandoned), AgentCallbackError (Agent Callback Error), AllTrunksBusy (All Trunks Busy), Answered (Answered), AnsweringMachine (Answering Machine), Busy (Busy), CallDropError (Call Drop Error), CancelRecord, DialError (Dial Error), DoNotCall (Do Not Call), Dropped (Dropped), DroppedNoAnswer (Dropped No Answer), FaxDetected (Fax Detected), GeneralError (General Error), GroupCallbackError (Group Callback Error), NoAnswer (No Answer), NoDialTone (No Dial Tone), NoEstablished (No Established), NoFreePortError (No Free Port Error), NoProgress (No Progress), NoRingback (No Ringback), NuTone (Nu Tone), Ok (Ok), PagerDetected (Pager Detected), Silence (Silence), SitDetected (Sit Detected), SitInvalidNum (Sit Invalid Num), SitNoCircuit (Sit No Circuit), SitOperintercept (Sit Operintercept), SitReorder (Sit Reorder), SitUnknown (Sit Unknown), SitVacant (Sit Vacant), Stale (Stale), SwitchError (Switch Error), SystemError (System Error), TransferError (Transfer Error), Unknown (Unknown), WrongNumber (Wrong Number), WrongParty (Wrong Party)
  • Changes take effect: At the next interaction.
  • Description: Specifies the list of call results that are available for the agent to use for an outbound interaction. The call results are displayed in the order in which they appear in the list.

outbound.campaign-stale-timeout

  • Default Value: 0
  • Valid Values: -1, 0, any positive integer value.
  • Changes take effect: When the application is started or restarted.
  • Description: Records remain editable for a specified period of time after a campaign is unloaded, to reflect the Outbound Contact Server (OCS) OCServer section stale_clean_timeout option. A value of 0 means that the outbound record becomes read-only when the campaign is unloaded. A positive value is the duration, in minutes, during which the outbound record remains editable. During this period, the agent sees the campaign as Active. The campaign is removed from the campaigns list after this period. A value of -1 means that the outbound record is always editable (however, this action may fail in the OCS).

outbound.complete-record-before-transfer

[Added: 8.5.117.18]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next transfer attempt.
  • Description: Specifies whether the processing of an Outbound record will be completed when the call is transferred or conferenced. If the value is set to false, the outbound record will be editable after the call is transferred or conferenced; Workspace attempts to update the record in OCS accordingly; however, the update operation can fail, depending on topology. If the target agent is part of the campaign, he or she can edit the record. This is the legacy behavior. If the value is set to true, the Outbound record will be marked as processed and the Outbound record fields will become read-only after the call is transferred or conferenced. Workspace updates and closes the record in OCS before validating the call transfer; the target agent receives a read-only record.

outbound.fields.float-separator-in-db

  • Default Value: ""
  • Valid Values: A valid float separator. Typical float separators are: '.' (period), ',' (comma), and '\' (backslash).
  • Changes take effect: Immediately.
  • Description: Specifies the separator that is used for floating point numbers in the database for outbound fields. This option should be used when the decimal symbol in the regional settings of the agent workstation is different from the one provided by the database.

outbound.load-at-startup

[Added: 8.5.109.16]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: When the application is started or restarted.
  • Description: When the value of this option is set to true, the description of all the Outbound Calling Lists visible to the logged in agent is loaded and cached at login time. When the value of this option is set to false, the description of the Outbound Calling Lists assigned to a specific Campaign is loaded on demand when the agent is notified by Outbound Server that he or she is engaged in this Outbound Campaign.

outbound.push-preview.auto-answer

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether a push-preview outbound interaction is automatically accepted and joined when an Interaction Server Invite event is received. This option can be overridden by a routing strategy.

outbound.push-preview.auto-answer.enable-reject

[Added: 8.5.105.12]

outbound.push-preview.auto-answer.timer

[Added: 8.5.105.12]

  • Default Value: 0
  • Valid Values: Any integer greater than or equal to 0.
  • Changes take effect: At the next interaction.
  • Description: Specifies the time, in seconds, after which an incoming interaction is automatically answered if the value of outbound.push-preview.auto-answer is set to true. If the value 0 is specified, interactions are immediately auto-answered. If any positive integer value is specified, then an interaction notification is displayed to the agent and a timer counts down the seconds until the interactions is auto-answered. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

outbound.push-preview.media-types

  • Default Value: outboundpreview
  • Valid Values: A comma separated list of valid media-types.
  • Changes take effect: When the application is started or restarted.
  • Description: The list of media types that are available for the agent to use for outbound push-preview interactions.

outbound.push-preview.use-combined-channel

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: When the application is started or restarted.
  • Description: Specifies whether the "outboundpreview" channel is combined with the voice channel in the User Interface. If set to true, only the voice channel is presented, and any change in the status of one channel is applied to the other channel.

outbound.record-information.frame-color

  • Default Value: #FF17849D
  • Valid Values: A valid Hexadecimal color code.
  • Changes take effect: At the next interaction.
  • Description: Specifies the color of the border of the Record Information view frame of Outbound interactions. Examples: #FFFFBA00 for a Gold color, #FF6F7074 for a Silver color, #FFB8400B for a Bronze color. This option can be overridden by a routing strategy.

outbound.record-information.header-foreground-color

  • Default Value: #FFFFFFFF
  • Valid Values: A valid Hexadecimal color code.
  • Changes take effect: At the next interaction.
  • Description: Specifies the color of the foreground of the Record Information view frame of Outbound interactions. Example #FFFFFFFF for white color. This option can be overridden by a routing strategy.

outbound.sound.campaign-updated

  • Default Value: ""
  • Valid Values: Letters A to Z and a to z. Numbers 0 through 9. All special characters that are valid Windows file names.
  • Changes take effect: At the next interaction.
  • Description: Specify the outbound campaign status updated sound configuration string, for example: Sounds\Ring.mp3|10|-1|primary
    The value has four components that are separated by the character '|':
  1. The file name and folder relative to the application folder. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. -1 means plays and repeats until an explicit message stops it. For example, the established event stops the ringing sound.
    2. 0 means play the whole sound one time.
    3. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specify whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

outbound.timed-preview-auto-dial

[Added: 8.5.109.16]

  • Default Value: -1
  • Valid Values: -1, 0, or any positive integer.
  • Changes take effect: Immediately.
  • Description: Specifies whether agents in Preview, Push preview, and Reschedule preview campaigns can manually dial a record (-1), have the call auto-dialed as soon as the record is accepted (0), or have the call auto-dialed after a specified number of seconds.

outbound.treatment-mode

  • Default Value: none
  • Valid Values: Select one value from the following list: personal, campaign, none.
  • Changes take effect: Immediately.
  • Description: Specifies the type of treatment to be applied for the outbound record after it is marked as processed. If set to none, no treatment is applied for the outbound record.

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This page was last modified on October 26, 2018, at 06:33.