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voice.show-hold-duration

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.111.21

Specifies if the current hold call duration should be displayed as the primary timer in the Interaction Bar when a voice call is placed on hold. The total call duration remains accessible through the Interaction Bar tooltip.

voice.hold-indicator-timer

Section: interaction-workspace
Default Value: 30,60
Valid Values: Two integer values separated by a comma.
Changes Take Effect: At the next interaction.
Dependencies: voice.show-hold-duration
Introduced: 8.5.111.21

Specifies two alarm thresholds, in seconds, that warn agents that a voice call is on hold for a long time. Three levels are displayed by the progress indicator: before the warning time, between the warning time and the maximum time, and after the maximum time. If the value 0,0 means that the progress indicator is not enabled. This option can be enabled only if the value of the voice.show-hold-duration is set to true.

voice.show-post-call-duration

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.111.21

Specifies if the current post call duration is displayed instead of the total call duration in the Interaction Bar when a voice call is disconnected. The previous total call duration can be viewed by using the Interaction Bar tooltip.

voice.show-hold-duration

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.111.21

Specifies if the current hold call duration should be displayed as the primary timer in the Interaction Bar when a voice call is placed on hold. The total call duration remains accessible through the Interaction Bar tooltip.

voice.end-consultation-method

Section: interaction-workspace
Default Value: reconnect
Valid Values: reconnect, release
Changes Take Effect: At the next interaction.
Introduced: 8.5.103.10

This option is supported in SIP Server environment only.

  • reconnect: A Reconnect Call action is applied, which results in the automatic retrieval of the leg which was on hold during the consultation.
  • release: A Release Call action is applied, which releases the consultation leg while keeping the principal leg on hold. This enables agents to make a subsequent consultation call without retrieving the main party first.

This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.value-business-attribute

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


A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code.

Beginning with release 8.5, you can specify the display order of Business Attribute Values by creating an interaction-workspace section in the annex of the Business Attribute, and then add the interaction.disposition.order option.

This option contains a comma-separated list of Business Attributes Value Names that specifies the order of the Business Attribute Values. The Attributes Values that are not specified by the interaction.disposition.order option are put at the bottom of the list, except for the value None, which it is always the first item. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.use-connection-id

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


Specifies whether the connection id is sent as part of the user event that is sent for disposition code. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.use-attached-data

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


Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.key-name

Section: interaction-workspace
Default Value: DispositionCode
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
Changes Take Effect: Immediately.


The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.is-read-only-on-idle

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


Prevents changes to the disposition code after a voice interation has been released. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.is-mandatory

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


Specify whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

voice.auto-answer.enable-reject

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

Specifies whether the Reject button is available in the interaction notification when the value of outbound.push-preview.auto-answer is set to true and the value of voice.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.

voice.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: voice.auto-answer
Introduced: 8.5.105.12

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

voice.auto-answer

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Modified: 8.5.117.18

Specifies whether a voice interaction is automatically answered when a TServer Ringing event is received. This feature is disabled if the voice media that handles the interaction is in Logged Off state. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

voice.mark-done-on-release

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


Specify if an interaction should be closed automatically if a TServer Release event is received. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Voice

Workspace employs the following privileges for all voice interactions:

  • Answer Call
  • Delete from conference
  • End Consultation Call
  • Forward Call
  • Hold/Retrieve Call
  • Make Call
  • One Step Conference
  • Two Step Conference
  • One Step Transfer
  • Two Step Transfer
  • Reject Call
  • Release Call
  • Set Interaction Disposition
  • Send DTMF
  • Suspend or Reinstate a Conference Party
  • Show Silent Monitoring
  • Use Voice Channel

Use the Voice and Interaction options in the interaction-workspace section to configure the handling of voice interactions. The following options are critical for configuring the behavior of the Voice channel:

SIP Calls

In environments that use SIP Server, to ensure that caller information remains consistent when calls are transferred, conferenced, or routed between switches, for example in multi-site environments and business continuity environments, in the SIP Server application object, set the value of the sip-enable-call-info to true. If it is set to false, the default value, then caller identification might not be displayed consistently in the interaction notification and the interaction view.

Controlling Hold behavior

[Modified: 8.5.111.21]

During Consultation calls

[Added: 8.5.103.10]

Workspace supports two different call hold behaviors during consultation calls in SIP Server environments. During consultation call, the contact is put on hold automatically when an agent initiates the consultation. You can control whether after the consultation call is ended the hold ends automatically or whether agents must end the hold manually by using the voice.end-consultation-method option.

Forcing agents to end the hold manually enables them to make other consultation calls or perform other actions prior to reconnecting with the contact, rather than reconnecting and then immediately putting the contact back on hold.

Hold Indicator thresholds

[Added: 8.5.111.21]

Use the following configuration options to control the behavior of the Hold icon timer and progress indicator:

  • voice.show-hold-duration: Specifies if the current hold duration is displayed instead of the total call time timer in the Interaction Bar when a voice call is placed on hold. The total call duration is accessible by using the Interaction Bar tooltip.
  • voice.show-post-call-duration: Specifies if the current post call duration is displayed as the call timer in the Interaction Bar when a voice call is disconnected. The previous total call duration is accessible by using the Interaction Bar tooltip.
  • voice.hold-indicator-timer: Specifies two alarm thresholds, in seconds, that warn agents that a voice call is on hold for a long time. Three levels are displayed: before the warning time, between the warning time and the maximum time, and after the maximum time. This option can be enabled only if the value of the voice.show-hold-duration is set to true.

Dial Plan prefix management

The Dial Plan feature enables you to define the rules that Workspace applies to the dialed digits. The rules enable Workspace to transform the digits that it receives into the actual digits that are used to make the call.

Workspace receives digits from chat and SMS interactions when an agent uses the click-to-dial feature.

The Dial Plan Call Flow feature is applied to the following events:

  • TMakeCall
  • TInitiateTransfer
  • TInitiateConference
  • TSingleStepTransfer
  • TMuteTransfer
  • TSingleStepConference
  • TSingleStepConference

Pattern matching

The table Dial plan pattern matching values provides the list of special characters that you can use to define dialed number patterns to be matched.

Dial plan pattern matching values
Special Character Pattern Matching
X Matches any single digit from 0-9.
Z Matches any single digit from 1-9.
N Matches any single digit from 2-9.
[...] Matches any one of the digits that are found in the square brackets. For example, using the special characters [12345], Workspace can match any of the digits: 1, 2, 3, 4, or 5.
[a-b] The hyphen inside square brackets acts as a range indicator. Matches any one digit that falls in a range of digits. For example, [125-8] matches any of the digits 1, 2, 5, 6, 7, 8.

The following are some examples of the use of special characters to match the patterns for dialed number Pattern Matching:

  • 9NXXXXXXXXX: Matches any 11-digit number that begins with 9, where the second digit is between 2 and 9.
  • 9[54]10XXXXXX: Matches any 11-digit number that begins with either 9510 or 9410.
  • [45]XXX: Matches any 4-digit number that begins with either 4 or 5.

Digit translation

After the number to be dialed is matched to the pattern that is defined in the dial-plan rule, Workspace uses the digits parameter to determine which number to use to make the call. These digits can be any alphanumeric string. The string must be terminated with a semicolon. This parameter can also use the {DIGITS} variable, which provides flexibility in defining the digits to be dialed. {DIGITS} Variable: The digits variable in the dial-plan rule must take one of the following formats:

  • ${DIGITS}
  • ${DIGITS:x}
  • ${DIGITS:x:y}

Where:

  • DIGITS defines the actual digits dialed from the endpoint.
  • X defines the starting position of the variable, identified by the character position in the digit string. The value 0 represents the first character in the string (starting from the left). This value can be negative, which indicates a character position that starts from the right instead of left. For example, -1 indicates the right-most character. The default value is 0.
  • Y specifies the number of characters to be included, starting from the position that is defined by X. By default, all characters in the string are included.

For example, if the number 96501235678 is dialed, here are some examples of how the {DIGITS} translate:

  • ${DIGITS} translates to 96501235678.
  • ${DIGITS:1} translates to 6501235678.
  • ${DIGITS:-4:4} translates to 5678.
  • ${DIGITS:0:4} translates to 9650.

You must configure a Dial-Plan Rule in the dial-plan-rule-<name> option that uses the following format: pattern => digit translation \# comment For example:

  • 5XXX=>4351707${DIGITS} # This rule matches any 4-digit number starting with 5 and translates it to the number 43517075XXX
  • 5002=>43517075002 # This rule matches the dialed number 5002 and translates it to the number 43517075002

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