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interaction.auto-focus.<media-type>

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.116.10
Related Options: interaction.auto-focus

Specifies whether a new inbound interaction of the specified media type should be in focus automatically when is accepted. When this option is defined it overrides the interaction.auto-focus option.

interaction.auto-focus

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.116.10

Specifies whether the inbound interaction should be in focus automatically when it is accepted.

interaction.override-option-key

Section: interaction-workspace
Default Value: IW_OverrideOptions
Valid Values: An attached data key name (string).
Changes Take Effect: At the next interaction.


Enables overriding of certain application options by using one or several transaction objects. This option provides the key name of the attached data that contains the list of transaction objects. Note: the key named in this option will not be copied into any interaction that is created from the current interaction, such as consultations, reply emails, and so on. Refer to Modifying a Routing Strategy to Override Workspace Options, Based on Attached Data

voice.ringing-bell

Section: interaction-workspace
Default Value: Sounds\Ring.mp3|10|-1|primary
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Related Options: application.secondary-audio-out-device

Specifies the voice channel ringing 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. Specifies 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.

interaction.case-data.frame-color

Section: interaction-workspace
Default Value: #FF17849D
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: At the next interaction.
Modified: 8.5.106.19

Specifies the background color of the Case Information view header. 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, as described in Overriding Options by Using a Routing Strategy.

interaction.case-data.format-business-attribute

Section: interaction-workspace
Default Value:
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
Changes Take Effect: At the next interaction
Related Options: interaction.case-data.order, toast.case-data.format-business-attribute

Specifies the name of the Business Attribute that contains the Attribute Values that are used to filter and render attached data. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

You can define the display order of Business Attribute Values by creating an interaction-workspace section in the annex of the Business Attribute, then add the interaction.case-data.order option. This option is a comma-separated list of Business Attributes Value Names that specifies the order of the Business Attribute Values. The Attributes Values that are not listed in the interaction.case-data.order option are put at the bottom of the list.

Starting with the 8.1.1 release this option no longer controls the display of case information in the toast view. Refer to the toast.case-data.format-business-attribute option for this purpose.

interaction.reject-route

Section: interaction-workspace
Default Value:
Valid Values: A string that represents an attached data key.
Changes Take Effect: At the next interaction.


Workspace enables the Reject voice call operation in SIP Server environments that use multi-site routing. The reject route mechanism has been extended to accommodate different types of 'reject' implementations, depending on the context. Use the interaction.reject-route to enable the reject route mechanism by specifying a string as a key to be used at run-time to retrieve the behavior description from the interaction user data. It is the responsibility of the administrator to define the multi-site reject criteria.

The reject route is specified in the interaction user-data in the following format: <reject-method>:<dn>@<switch>.

Note: In releases 8.1.2 and earlier, the format was defined by <dn>@<switch> only.

The <reject-method> attribute is optional to maintain backward-compatibility with pre-8.1.3 configurations.

When <reject-method> is specified, ensure that the following characters are also specified: ':', '@', and the <switch> field.

The following are the possible values for the <reject-method> attribute:

  • pullback — Reject applies the following action: SingleStepTransfer(OtherDN='',Location=<switch>,extensions contains *pullback*). This is the legacy behavior for multi-site reject. This approach works only when the value of the TServer/divert-on-ringing SIP Server configuration option is set to true.
  • sst — Reject applies the following action: SingleStepTransfer(OtherDN=<dn>,Location=<switch>). Warning, if the value of dn@switch corresponds to the same routing point as the one that is handling the call that is being delivered to the agent, the action will succeed only if the value of the TServer/divert-on-ringing SIP Server configuration option is set to true
  • release — Reject applies the following action: releaseCall. This value must be applied when the value of the TServer/divert-on-ringing SIP Server option is set to false.

Configuring the behavior of incoming interactions

[Modified: 8.5.116.10]

(Formerly: Previewing Incoming Interactions)

For information about automatic contact assignment for incoming interactions, see Contact Management.

Configuring the Interaction Preview window

Interaction Preview is rendered through an Interactive Notification pop-up from the System Tray from the Workspace icon. The Interactive Notification pop-up preview handles inbound notification for ringing voice interactions (SIP or TDM) or SIP interaction preview or incoming eServices interactions (email, chat, or workitem). The preview contains sufficient information to enable agents to determine whether to accept or reject an interaction. The following privileges enable these actions:

  • Accept Interaction or Accept Preview
  • Reject Interaction or Decline Preview

In a Voice environment, if the Reject privilege is granted to an agent, the Reject function is available only for an incoming voice call if T-Server provides information about the queue or Routing Point that is used to deliver the call to the agent.

Tip
You can control the behavior of the Voice Reject function by using the interaction.reject-route configuration option.

You can use the following options in the interaction-workspace section to configure the Interaction preview:

To configure an agent for SIP Preview, see the Procedure: Enabling an agent to use the SIP Preview feature.

Configuring the behavior of new interactions

[Added: 8.5.116.10]

You can specify how new interaction windows behave after an agent who is working on one or more interactions accepts a new inbound interaction. You can choose to have the new interaction window receive the focus (default behavior), or you can choose to keep the focus on the currently active interaction window. You can also configure this behavior by media channel. For example, you might choose to have newly accepted email interactions appear in the background and newly accepted voice interactions to receive the focus.

Use the following new configuration options to control the behavior of new interaction windows:

  • interaction.auto-focus: Specifies whether a new inbound interaction should be in focus automatically when it is accepted.
  • interaction.auto-focus.<media-type>: Specifies whether a new inbound interaction of the specified media type should be in focus automatically when is accepted. When this option is defined it overrides the interaction.auto-focus option.

Outbound/outgoing interactions

Newly created outbound/outgoing interactions always receive the focus. These options do not affect them.

Inbound interactions

If there are no other active interactions, newly accepted (or auto-accepted) inbound interactions always receives focus.

If active interaction(s) exist in Workspace, and option is set for the media type of newly accepted inbound interaction to not automatically receive focus, the new interaction will not be in focus when it is accepted or auto-accepted.

Focus Time calculations

When interactions are accepted, but are displayed in the background, focus time calculations do not begin until the agent selects the interactions window and gives it the focus.

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This page was last modified on October 26, 2018, at 06:31.