Jump to: navigation, search

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.

Voice privileges

The following table lists the voice privileges in the Workspace Voice Privileges section of the Role Privileges tab that can be enabled for a role. Privileges are assigned as configuration options in the Role Privileges tab of the Role object in Genesys Administrator Extension (refer to the Procedure: Creating a Role, allowing a Workspace privilege, and assigning a Role to an agent or agent group).

Voice Privileges
Role privilege Description
Voice - Can Use Voice Channel The agent is permitted to use the voice channel. The other voice privileges cannot be configured if the value is Not Assigned.
Voice - Can Answer Call The agent can choose to answer a voice interaction that is routed to their desktop. Auto-answer is disabled.
Voice - Can Delete From Conference The agent can remove a party from a voice conference.
Voice - Can Forward Call The agent is permitted to configure a call forward to a different number for voice interactions.
Voice - Can Hold/Retrieve Call The agent is permitted to put voice interactions on hold and retrieve voice interactions that are on hold.
Voice - Can Make Call The agent is permitted to call both internal targets and contacts.
Voice - Can End Consultation Call The agent is permitted to manually end a voice consultation call. The behavior of this privilege depends on the option voice.end-consultation-method.
Voice - Can One Step Conference The agent is permitted to start conferences without speaking with the target first (Instant Conference).
Voice - Can One Step Transfer The agent is permitted to transfer calls without speaking with the target first (Instant Transfer).
Voice - Can Suspend or Reinstate A Conference Party [Modified: 8.5.109.16] Enables a conference member to suspend another member from the conference or reinstate a member to the conference. Enables agents in a conference to prevent a party in the conference from listening to the call (Suspend the party from the conference). Once listening is denied, any agent can then re-allow the party to listen to the conference (Reinstate the party to the conference). If you use SIP Server to control the voice channel, SIP Server version 8.5.101.81 or higher is required to support this feature. This privilege was formally Voice - Can Deny Or Authorize Listening For A Conference Party.
Voice - Can Reject Call The agent can choose to reject a voice interaction that is routed to their desktop.
Voice - Can Release Call The agent is permitted to manually end calls.
Voice - Can Send DTMF The agent is permitted to attach DTMF to the call data.
Voice - Can Set Interaction Disposition The agent is permitted to specify the call outcome by setting the disposition code.
Voice - Can Two Step Conference The agent is permitted to contact and speak (consultation) prior to starting a conference.
Voice - Can Two Step Transfer The agent is permitted to contact and speak (consultation) prior to transferring the voice interaction to the target.
Voice - Show Silent Monitoring The agent is permitted to know when they are being silently monitored by a supervisor.

Feedback

Comment on this article:

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