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Workitem options

<media-type>.auto-answer

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether a workitem interaction of the specified type is accepted automatically when an 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.

<media-type>.auto-answer.enable-reject

[Added: 8.5.105.12]

<media-type>.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 <media-type>.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.

<media-type>.prompt-for-done

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies if the application prompts a confirmation message when the user clicks Done. This option is only available for interaction open media. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

<media-type>.pull-from-history-isenabled

Added: 8.1.30x.xx

  • Default Value: false
  • Valid Values: true, false
  • Changes take effect: Immediately.
  • Description: Specifies whether it is possible to pull an interaction of the specified media type from Contact History. This option is applicable only if at least one of the following privileges has been granted to the agent: Contact - Can Pull From Queue, Contact - Can Pull Interactions In Shared Workbins, Contact - Can Pull Interactions In Workbins Not Owned By The User. Before enabling this function for a given workitem media-type, contact your plug-in vendor to ensure that this feature is supported.

<media-type>.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: Specify the <media-type> 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 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.

<media-type>.toast-information-key

  • Default Value: Subject
  • Valid Values: Any valid attached data key name.
  • Changes take effect: At the next interaction.
  • Description: Specifies whether the Information area is displayed in the specified workitem channel interaction notification. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

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