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transcript-save-notices

Section: settings
Default Value: selective
Valid Values: all, none, selective, selective2
Changes Take Effect: Immediately


Specifies which notifications are saved in the transcript in the UCS database.
  • all: All notifications are saved in the transcript.
  • none: No notifications are saved in the transcript.
  • selective: All notifications except typing notifications (USER_TYPING_ON and USER_TYPING_OFF) and idle control notifications (IDLE_CONTROL_ALERT and IDLE_CONTROL_CLOSE) are saved in the transcript.
  • selective2: All notifications except typing notifications (USER_TYPING_ON and USER_TYPING_OFF) are saved in the transcript.

openmedia.bundle.sms

Section: interaction-workspace
Default Value: sms,smssession
Valid Values: sms, smssession, mms
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.110.13

Specifies the list of media types that are used to implement the SMS channel. The value sms specifies the SMS Page media-type, and the value smssession specifies the SMS Session media-type. The value mms enables the attachment of images as Multimedia Message Service (MMS) to an SMS interaction. MMS is a separate media channel that appears as part of the SMS channel in the agent interface.

sms.subject-max-chars

Section: interaction-workspace
Default Value: 25
Valid Values: A positive integer.
Changes Take Effect: At the next interaction.


Specifies the maximum number of characters from the SMS message that are used to create the message subject in the contact history if the history does not contain subject. A value of 0 means no subject is created.

sms.transcript-time-frame

Section: interaction-workspace
Default Value: 24
Valid Values: A positive integer value.
Changes Take Effect: At the next interaction.


Specifies the range of time, in hours, in which to search for previous interactions by the same contact to populate the SMS transcript from the contact history. A value of 0 means nothing is added to the contact history.

sms.from-numbers-business-attribute

Section: interaction-workspace
Default Value:
Valid Values: A valid name of a Business Attribute.
Changes Take Effect: At the next interaction.


A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as 'from numbers' of outbound SMS interactions.

sms.outbound-queue

Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: Immediately.


Specifies the Interaction Queue in which outbound SMS are placed when agents click 'Send' (Page mode only). This options is used only when Interaction Workflow does not set 'Queue for New Interactions' when it is routing Inbound SMS to Agents.

sms.default-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 Interaction Queue in which new or reply outbound SMS are submitted when an agent clicks Send and before the interaction is placed in outbound queue.

sms.auto-answer.enable-reject

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Dependencies: sms.auto-answer, sms.auto-answer.timer
Introduced: 8.5.105.12

Specifies whether the Reject button is available in the interaction notification when the value of sms.auto-answer is set to true and the value of sms.auto-answer.timer is greater than 0. The privilege to reject interactions must be granted. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

sms.auto-answer.timer

Section: interaction-workspace
Default Value: 0
Valid Values: Any integer greater than or equal to 0.
Changes Take Effect: At the next interaction.
Dependencies: sms.auto-answer
Introduced: 8.5.105.12

Specifies the time, in seconds, after which an incoming interaction is automatically answered if the value of sms.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.

sms.auto-answer

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.


Specifies whether a SMS interaction is automatically accepted and joined if necessary when a Interaction Server Invite event is received. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

sms.time-stamp

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately.


Specifies whether the time stamp is displayed in the SMS transcript area.

sms.client.prompt-color

Section: interaction-workspace
Default Value: #FFAF4F0B
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: Immediately.
Modified: 8.5.122.08

Specifies the color of the text received by a contact in the SMS interaction view.

sms.client.text-color

Section: interaction-workspace
Default Value: #FF3D464D
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: Immediately.
Modified: 8.5.122.08

Specifies the color of the prompt for the messages entered by a contact in the SMS interaction view.

sms.other-agent.prompt-color

Section: interaction-workspace
Default Value: #FF295B00
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: Immediately.
Modified: 8.5.122.08

Specifies the color of the prompt for the messages that are entered by the target agent in the SMS interaction view.

sms.other-agent.text-color

Section: interaction-workspace
Default Value: #FF3D464D
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: Immediately.
Modified: 8.5.122.08

Specifies the color of the text entered by another agent in the SMS interaction view.

sms.agent.prompt-color

Section: interaction-workspace
Default Value: #FF2E6599
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: Immediately.
Modified: 8.5.122.08

Specifies the color of the prompt for the messages that are entered by an agent in the SMS interaction view.

sms.agent.text-color

Section: interaction-workspace
Default Value: #FF3D464D
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: Immediately.
Modified: 8.5.122.08

Specifies the color of the text of the messages that are entered by an agent in the SMS interaction view.

sms.max-message-number

Section: interaction-workspace
Default Value: 8
Valid Values: Any integer greater than or equal to 0.
Changes Take Effect: At the next interaction.


Specifies the maximum number of SMS allowed per message. 0 means there is no maximum value.

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.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.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.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.

sms.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.
Dependencies: application.secondary-audio-out-device, application.secondary-audio-out-device

Specifies the path of the sound file that is played when SMS interaction is ringing. 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 play and repeat 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.

login.sms.is-auto-ready

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


Specifies whether the SMS channel is automatically in the ready state at agent login.

login.sms.can-unactivate-channel

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


Specifies whether the agent can select and unselect (activate and deactivate) the SMS channel.

openmedia.bundle.sms

Section: interaction-workspace
Default Value: sms,smssession
Valid Values: sms, smssession, mms
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.110.13

Specifies the list of media types that are used to implement the SMS channel. The value sms specifies the SMS Page media-type, and the value smssession specifies the SMS Session media-type. The value mms enables the attachment of images as Multimedia Message Service (MMS) to an SMS interaction. MMS is a separate media channel that appears as part of the SMS channel in the agent interface.

sms.simple-transcript

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.122.08

Specifies whether the SMS transcript is displayed as simple lines of text lines instead of text blocks.

SMS and MMS

[Modified: 8.5.110.13, 8.5.115.17, 8.5.122.08]

There are three media types that you can configure in the Configuration Server Manager Media Type business attribute. You can set the following media types:

  • sms: Use this media type to enable page mode (single message inbound and reply).
  • smssession: Use this media type to enable session mode (multiple message "chat"-like session).
  • mms: Use this media type to enable the attachment of images as Multimedia Message Service (MMS) to an SMS interaction. MMS is a separate media channel that appears as part of the SMS channel in the agent interface. [Added: 8.5.110.13]

In page mode, messages are handled individually. A contact sends a message, the agent handles the message (replies or forwards it), and the SMS interaction view is closed.

In session mode, a keyword is sent by the contact that indicates that the SMS is to be part of a chat-like session. Multiple SMS messages are exchanged between an agent and a contact in a single interface. In addition to the keyword, session mode also functions when the SMS is sent to a specific, pre-configured inbound phone number.

In MMS mode [Added: 8.5.110.13], an image is sent by a contact as an inbound MMS in page mode. Images are displayed in the transcript as thumbnails. To view the images full size, an agent must click the thumbnail. The image opens in the application that is configured as the Windows default for that media type. The following MIME-types are supported for MMS:

  • Bitmap (image/bmp)
  • GIF (image/gif)
  • JPEG (image/jpeg)
  • Portable Network Graphics (image/png)
  • TIFF (image/tiff)
  • ICO (image/vnd.microsoft.icon)
Warning

When MMS interactions are selected in the Contact History view of an interaction window, the full-sized MMS image is loaded when the MMS message is selected.

Workspace employs the following privileges for all SMS and MMS interactions:

  • SMS - Can Use SMS: Enables access to the SMS channel.
  • SMS - Can Decline SMS: Enables the agent to decline an SMS interaction.
  • SMS - Can One Step Transfer: Enables the agent to transfer an SMS interaction.
  • SMS - Can Set Interaction Disposition: Enables the agent to set a disposition for an SMS interaction.
  • SMS - Can Create SMS: Enbles the agent to create a new SMS interaction.
  • SMS - Can Save Attached File: Enbles the agent to save an MMS [Added: 8.5.110.13]

Refer to Spelling tab for information about configuring spelling check.

You use the following options in the interaction-workspace section to configure the channel to handle SMS interactions:

  • sms.simple-transcript: Specifies whether the SMS transcript is displayed as simple lines of text or as colored blocks of text. [Added: 8.5.122.08]
  • openmedia.bundle.sms: Specifies the list of media-types (SMS page mode, SMS Session mode, and MMS) that are used to implement the SMS channel. [Modified: 8.5.110.13]
  • login.sms.can-unactivate-channel: Specifies whether the agent can select and unselect (activate and deactivate) the SMS channel.
  • login.sms.is-auto-ready: Specifies whether the SMS channel is automatically in the ready state at login.
  • sms.ringing-bell: Specifies the path to the sound file that is played when an sms message is received.

You can use the following intercommunication options in the interaction-workspace section to configure the routing of SMS interactions:

You can use the following options in the interaction-workspace section to configure SMS interactions:

  • sms.max-message-number: Specifies the maximum number of SMS that are considered to be part of a single message.
  • sms.agent.text-color: Specifies the color of the text of the messages that are entered by an agent in the SMS interaction view.
  • sms.agent.prompt-color: Specifies the color of the prompt for the messages that are entered by an agent in the SMS interaction view.
  • sms.other-agent.text-color: Specifies the color of the text entered by another agent in the SMS interaction view.
  • sms.other-agent.prompt-color: Specifies the color of the prompt for the messages that are entered by the target agent in the SMS interaction view.
  • sms.client.text-color: Specifies the color of the text received by a contact in the SMS interaction view.
  • sms.client.prompt-color: Specifies the color of the prompt for the messages entered by a contact in the SMS interaction view.
  • sms.time-stamp: Specifies whether the time stamp is displayed in the SMS transcript area.
  • sms.auto-answer: Specifies whether an SMS interaction is accepted automatically when an Interaction Server Invite event is received. This option can be overridden by a routing strategy. You can also configure auto-answer to display a timer that enables an agent to view case information before the interaction is automatically answered by using the sms.auto-answer.timer and sms.auto-answer.enable-reject options (Added: 8.5.105.12).
  • sms.default-queue: Specifies the Interaction Queue to which a new or reply outbound SMS is submitted.
  • sms.outbound-queue: Specifies the Interaction Queue to which outbound SMS are moved when an agent clicks Send. This option is used only when the Interaction Workflow does not specify the Queue for New Interactions when Inbound SMS are being routed to an agent.
  • sms.from-numbers-business-attribute: Specifies the business attributes that contain the attribute values that are used as an enumerated value for the From number of an SMS interaction.
  • sms.transcript-time-frame: Specifies the range of time in which to search for previous interactions by the same contact.
  • sms.subject-max-chars: Specifies the maximum number of characters from an SMS message that are used to create the message subject if the SMS does not contain a subject.

Provisioning the SMS Channel

[Modified: 8.5.110.13, 8.5.115.17]


Procedure

Enabling an agent to use SMS to exchange SMS with a contact

Purpose:

To enable an agent to use the SMS channel to exchange SMS with a contact that is stored in Universal Contact Server (UCS) and to receive MMS.
Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View, or Genesys Administrator Extension.
  • A working knowledge of Genesys Administrator Extension.
  • A Workspace Application object exists in the Configuration Database.
  • Workspace has a connection to Universal Contact Server and Interaction Server.
  • The Procedure: Enabling agents to manage contacts.

Start

  1. Allow the SMS privileges (see SMS Access Privileges) for the role to which the agent is assigned (refer to the Procedure: Creating a Role and allowing a Workspace privilege and assigning a Role to an agent or agent group).
    • SMS - Can Use SMS: Enables access to the SMS channel.
    • SMS - Can Decline Chat: Enables the agent to decline an SMS interaction.
    • SMS - Can One Step Transfer: Enables the agent to transfer an SMS interaction.
    • SMS - Can Set Interaction Disposition: Enables the agent to set a disposition for an SMS interaction.
    • SMS - Can Create SMS: Enbles the agent to create a new SMS interaction.
    • SMS - Can Save Attached File: Enbles the agent to save an MMS [Added: 8.5.110.13]
  2. Configure the openmedia.bundle.sms option to specifies the list of media-types (SMS page mode, SMS Session mode, and MMS) that are used to implement the SMS channel. [Modified: 8.5.110.13]
  3. Configure the SMS options in the interaction-workspace section of the Workspace Application object (refer to the SMS configuration option reference for a list of SMS options and a description of how to configure them, and to SMS and MMS Interactions for a list of other configuration options).
    Tip

    For information about configuring Load Balancing and Business Continuity, refer to Runtime Connection Logic in the eServices Load Balancing Business Continuity section of the Business Continuity and Disaster Recovery topic. Added: 8.5.109.16

  4. You can specify which Chat Server messages are included as part of the SMS Session transcript in the interaction history. To include notices about inactivity timeout: Chat Server option to selective2. [Added: 8.5.115.17]

End

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