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voice.sip-preview-bell

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Introduced: 8.5.109.16
Related Options: application.secondary-audio-out-device

Specifies the Voice (SIP Server only) or IM channel Preview 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.

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.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.

voice.prompt-for-end

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


Specifies whether Workspace displays a confirmation message when the agent clicks End during a voice call. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

voice.one-step-trsf-mode

Section: interaction-workspace
Default Value: default
Valid Values: At least one item from the list: default, single-step-transfer, mute-transfer
Changes Take Effect: When the application is started or restarted.


Specifies the type of one-step transfer. If you specify default, the one-step transfer operation is single-step-transfer, if it is supported by your switch, or mute-transfer, if one-step transfer is not supported by your switch.

voice.nb-max-independent-calls

Section: interaction-workspace
Default Value: 0
Valid Values: 0 or any positive integer.
Changes Take Effect: When the application is started or restarted


Specifies that an agent cannot place a new, independent call if the number of active calls is equal to or greater than the specified value. If the value 0 is specified, the agent is not prevented by Workspace from placing new calls; instead, the back-end system controls this behavior. This option does not affect consultation calls that are placed on top of voice calls.

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.hybrid-switch-preference

Section: interaction-workspace
Default Value: No default value
Valid Values: A comma separated list of valid Switch Object names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.117.18

In Hybrid environments where agents are configured to work with Places that contain Voice DNs from two different switches. The order of the names specifies the preferred switch when the call policy does not favor either switch.

voice.hot-standby.backup-retry-delay

Section: interaction-workspace
Default Value: 40
Valid Values: A positive integer value.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.135.05

In a hot-standby TServer configuration, this option specifies the time, in seconds, between the two attempts to reconnect to the back-up TServer. Genesys recommends that you keep the value of this option above 30 seconds for optimal performance.

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.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

Specifies the type of telephony action that is executed when an agent clicks End during a voice consultation call.

  • 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. Note: Genesys SIP Server supports this mode but not all switch environments can support it. For other switches, consult the corresponding documentation.

voice.enable-init-conference

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


Specifies whether the 'Initiate Transfer' and 'Initiate Conference' functions are displayed as separate actions to the Agent in the 'Consultation' area. When this option is set to 'false', the single menu item 'Start Voice Consultation' is displayed. This menu item triggers the 'Initiate Transfer' function.

voice.enable-agent-reservation

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the applicationis started or restarted.
Introduced: 8.5.111.21

Specifies whether Workspace should prevent an agent from manually setting the voice channel to Not Ready, Do Not Disturb, After Call Work, or Logged Off status, or from exiting the application if the agent has been marked as Reserved by the Router or any other server that can reserve an Agent for call distribution.

voice.dtmf-inactivity-typing-timeout

Section: interaction-workspace
Default Value: 500
Valid Values: Any positive integer.
Changes Take Effect: At the next interaction.


Defines the inactivity duration, in milliseconds, after which any buffered digits will be sent. A value of 0 means that each digit will be sent individually.

voice.device-type

Section: interaction-workspace
Default Value: auto
Valid Values: auto, separate
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.138.04

Specifies the type of device that this DN represents in the configuration. Configure this option in the interaction-workspace section of the Annex of the DN object. You can enable agents to enter different Places associated with different types of SIP DNs when they log in so that they can login from a Workspace SIP Endpoint/Genesys Softphone workstation one day and from their mobile or home phone through SIP Server, or a 3rd party SIP Endpoint on a different day.

  • auto: Specifies that Workspace SIP Endpoint or Genesys Softphone is used. The behavior is adjusted based on the privileges granted to the agent. If "SIP Endpoint - Can Use" is granted, Workspace tries to interact with the SIP Endpoint (Workspace SIP Endpoint or Genesys Softphone) as soon as the DN is recognized as a SIP Server DN. This is the compatibility mode that matches the behavior up to Workspace 8.5.137.xx.
  • separate: Specifies that the privilege to enable Workspace SIP Endpoint or Genesys Softphone communication should be ignored. The device is supposed to have a life cycle independent from Workspace. Use this value for hard phones and SIP Endpoints from another vendor, and so on.

voice.complete-conference-requires-connected-consultation-call

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.132.05

Specifies whether the 'Complete Conference' function requires a consultation call to the Agent to be established. When this option is set to 'false', the Agent can complete the conference regardless of consultation call state. When this option is set to 'true' it is not possible to complete a conference until the consultation call is established.

voice.cancel-after-call-work-on-done

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately.
Introduced: 8.5.103.10

If the value false is specified, agents must manually change their state from After Call Work to some other status. If the value true is specified, the After Call Work state is changed to the former status when an agent clicks Done.

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.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

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.after-call-work-extension

Section: interaction-workspace
Default Value: untimed
Valid Values: untimed, repeat, or deny
Changes Take Effect: Immediately
Introduced: 8.5.124.08

In SIP Server environments, specifies the action to be performed if an agent repeatedly requests the After Call Work (ACW) status. This does not apply to the IM channel which is always untimed.

  • untimed: Sets an untimed ACW period (this is the default behavior for Workspace).
  • repeat: Allows an agent to extend the ACW period.
  • deny: Does not allow an agent to extend the current ACW period.

Voice options

Tip
For the most up to date Workspace Desktop Edition configuration options, see the Genesys Configuration Option Database.

Related Resources

The following topics discuss the implementation of these options:

This page was last edited on July 23, 2020, at 13:37.
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