Jump to: navigation, search

Voice options

[Modified: 8.5.103.10, 8.5.105.12, 8.5.109.16, 8.5.111.21, 8.5.117.18, 8.5.124.08]

voice.after-call-work-extension

[Added: 8.5.124.08]

  • Default Value: untimed
  • Valid Values: untimed, repeat, deny
  • Changes take effect: Immediately.
  • Description: 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.auto-answer

[Modified: 8.5.117.18]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: 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.auto-answer.enable-reject

[Added: 8.5.105.12]

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

[Added: 8.5.103.10]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: Immediately.
  • Description: 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.dtmf-inactivity-typing-timeout

  • Default Value: 500
  • Valid Values: Any positive integer.
  • Changes take effect: At the next interaction.
  • Description: 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.enable-agent-reservation

[Added: 8.5.111.21]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: When the application is started or restarted.
  • Description: 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.enable-init-conference

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: 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.end-consultation-method

[Added: 8.5.103.10]

  • Default Value: reconnect
  • Valid Values: reconnect, release
  • Changes take effect: At the next interaction.
  • Description: Specifies the type of telephony action that is executed when an agent clicks End during a voice consultation call. 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.

voice.hold-indicator-timer

[Added: 8.5.111.21]

  • Default Value: 30,60
  • Valid Values: two integer values separated by a comma
  • Changes take effect: At the next interaction.
  • Description: 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.hybrid-switch-preference

[Added: 8.5.117.18]

  • Default Value: ""
  • Valid Values: A comma separated list of valid Switch Object names.
  • Changes take effect: When the application is started or restarted.
  • Description: 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.mark-done-on-release

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: When the application is started or restarted.
  • Description: 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.nb-max-independent-calls

  • Default Value: 0
  • Valid Values: 0 or any positive integer.
  • Changes take effect: When the application is started or restarted.
  • Description: 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.one-step-trsf-mode

  • 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.
  • Description: 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.prompt-for-end

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether Workspace displays a confirmation message when the agent clicks End during a phone call.

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

voice.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: 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.show-hold-duration

[Added: 8.5.111.21]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies if the current hold duration is displayed instead of the total call duration in the Interaction Bar when a voice call is placed on hold. The total call duration can be viewed by using the Interaction Bar tooltip.

voice.show-post-call-duration

[Added: 8.5.111.21]

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: 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.sip-preview-bell

[Added: 8.5.109.16]

  • 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: Specifies the path to the SIP Preview audio alert media file, 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.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on October 26, 2018, at 06:33.