Jump to: navigation, search

intercommunication.voice.make-call-caller-id-business-attribute

Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Business Attribute.
Changes Take Effect: When the session is started or restarted.


The name of the Business Attribute that contains the Attribute Values that are used as outbound caller IDs. This option is only applicable for external calls.

teamcommunicator.permissions.agent.restrict-to-agent-groups

Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of Agent Groups; empty means no restriction are applied.
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Specifies the list of agent groups (virtual agent groups aren't supported) used to restrict agents returned in a Team Communicator search. Agents who belong to at least one of these agent groups are included in the list.

statistics.gadget-statistics

Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of section names containing statistics.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.202.23
Related Options: statistics.gadget-statistics.max-size, statistics.refresh-time

Specifies the statistics that are displayed in the Statistics Gadget. Each statistics specified in this option is the name of a section containing the statistic definition or the statistic object.

sipendpoint.headset-unplugged-set-not-ready

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Related Options: sipendpoint.headset-unplugged.not-ready-reason

Specifies whether the agent SIP DN is set automatically to Not Ready when the headset that is configured for the agent is unplugged.

login.prompt-place

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


Specifies whether the agent must enter his place in the login window. When this option is set to true, a new page is displayed during the login phase to specify a place. Enabling this option disables Template loop detected: Template:Optionslink. Do not enable this option if the Template loop detected: Template:Optionslink privilege is granted.

permissions.agent-group.restrict

Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of Agent Groups or Virtual Agent Groups; empty means no filtering.
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.23
Modified: 8.5.202.50
Related Options: permissions.agent-group.exclude

Specifies the list of agent groups or virtual agent groups that are returned for searches and statistics. Overrides the permissions.agent-group.exclude option.

login.voice.prompt-dn-less-phone-number.enable-dynamic-dn

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Specifies whether the agent should be prompted for a DN-less phone number, and the agent's phone number is updated. A dynamic DN is used for the agent. This is only supported with SIP Server TServer 8.1.102.89 or higher. This feature does not require write privileges on Configuration Server.

login.voice.prompt-queue

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


Specifies whether the agent must enter the ACD Queue for the voice channel in the login window.

privilege.sipendpoint.can-use

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Related Options: login.prompt-place

Enables the usage of Genesys Softphone . Depends on 'Voice - Can Use Voice Channel'. If SIP Endpoint is enabled, the Template loop detected: Template:Optionslink option must be set to false

login.voice.prompt-dn-less-phone-number

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: login.prompt-place

When this option is set, a new page is displayed during the login phase to show the current phone number assigned to the agent and permits agent to update it. This option is specific to SIP Server environment with no Config Server proxy connected to GWS.

Contents

interaction-workspace Section



This content is under development and might not be comprehensive or completely up to date. For full information, see Configuration Options in the Configuration Guide.


Tip
The following descriptions were generated by dynamic query and include cached results that may be up to one day old. Click here to refresh the query.

<media-type>.auto-answer

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether an interaction is automatically accepted and joined when a Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in Deployment Guide.

>> Back to Top

<media-type>.prompt-for-done

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Specifies if the application prompts a confirmation message when a user clicks the 'done' button. This option is only available for interaction open media. This option can be overridden by a routing strategy as described in Deployment Guide.

>> Back to Top

<media-type>.ringing-bell

Default Value:
Valid Values: All special characters that are valid URL file path, '|' separator and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the path of the sound file that is played when the interaction is ringing. For example: 'BELL|7|0'. The value has three components that are separated by the character '|'. The first is the sound file name (BELL, RING, CHORD or WARNING predefined aliases or an absolute url to a mp3 file). Then, a priority, the higher the integer the higher the priority. And a duration (-1 means plays and repeats until an explicit message stops it with an established event for instance, 0 means to play the whole sound one time, an integer > 0 means a time in milliseconds to play and repeat the sound).

>> Back to Top

accessibility.agent-state-change-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the agent state change sound-configuration string. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

accessibility.dialog-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the dialog sound-configuration string. For example: 'BELL|7|0'. The value has three components that are separated by the character '|'. The first is the sound file name (BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

accessibility.dialog-error-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the error alert sound-configuration string. For example: 'BELL|7|0'. The value has three components that are separated by the character '|'. The first is the sound file name (BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

accessibility.focus-on-interaction-toast

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether all Interaction Notification views receive the focus when they are displayed. This option does not rely on accessibility.visual-impairment-profile; therefore, it applies to all configured agents, not just visually impaired agents

>> Back to Top

accessibility.interaction-state-change-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the interaction state change sound-configuration string. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

accessibility.outbound-campaign-state-change-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the outbound campaign state change sound-configuration string. For example: 'BELL|7|0'. The value has three components that are separated by the character '|'. The first is the sound file name (BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

accessibility.supervision-state-change-bell

Default Value:
Valid Values: All special characters that are valid URL file path, '|' separator and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the supervision state change sound-configuration string. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

accessibility.visual-impairment-profile

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether the profile for visually impaired users is active. This option enables users to navigate interface elements from keyboard navigation and tooltips by using a Screen Reader application. Some components might change their behavior in this mode. For example, Team Communicator is collapsed in this configuration.

>> Back to Top

accessibility.voicemail-message-change-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the application is started or restarted


Specifies the Voice Mail counter change sound-configuration string for new or old messages. For example: 'BELL|7|0'. The value has three components that are separated by the pipe character '|'.

  • Sound file name (BELL, RING, CHORD or WARNING, predefined aliases, or an absolute URL to a mp3 file).
  • Priority level. The higher the integer, the higher the priority.
  • Duration. 0 means to play the whole sound one time. An integer greater than 0 means a time in milliseconds to play and repeat the sound.
>> Back to Top

accessibility.voicemail-new-message-change-bell

Default Value: No default value
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the application is started or restarted


Specifies the Voice Mail counter change sound-configuration string for new messages. For example: 'BELL|7|0'. The value has three components that are separated by the pipe character '|'.

  • Sound file name (BELL, RING, CHORD or WARNING, predefined aliases, or an absolute URL to a mp3 file).
  • Priority level. The higher the integer, the higher the priority.
  • Duration. 0 means to play the whole sound one time. An integer greater than 0 means a time in milliseconds to play and repeat the sound.
>> Back to Top

accessibility.warning-message-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the warning message sound-configuration string. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

accessibility.<media-type>.focus-on-interaction-toast

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether all Interaction Notification views receive the focus when they are displayed. This option does not rely on accessibility.visual-impairment-profile; therefore, it applies to all configured agents, not just visually impaired agents

>> Back to Top

agent-status.after-call-work-reasons

Default Value:
Valid Values: Comma-separated list of Action Code names of type After Call Work; empty means all not ready action codes are considered
Changes Take Effect: When the session is started or restarted.


Specifies the available reasons in the Agent Status menus (global and My Channels). Workspace displays the reason commands in the order in which they appear in the list.

>> Back to Top

agent-status.enabled-actions-by-channel

Default Value: Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,Dnd,LogOff
Valid Values: CComma-separated list of action names from the following list: Ready, NotReady, NotReadyReason, AfterCallWork, Dnd, LogOn, LogOff.
Changes Take Effect: When the session is started or restarted.


Defines the available agent state actions in the My Channels contextual menu. The actions are displayed in the order in which they appear in the list.

>> Back to Top

agent-status.enabled-actions-global

Default Value: Ready,NotReady,NotReadyReason,AfterCallWork,AfterCallWorkReason,Dnd,LogOff
Valid Values: Comma-separated list of action names from the following list: Ready,NotReady,NotReadyReason,AfterCallWork,Dnd,LogOff
Changes Take Effect: When the session is started or restarted.


Defines the available agent states in the global Status menu. The agent state commands are displayed in the order in which they appear in the list.

>> Back to Top

agent-status.not-ready-reasons

Default Value:
Valid Values: omma-separated list of Action Code names of type Not Ready; empty means that all Not Ready Action Codes are considered.
Changes Take Effect: When the session is started or restarted.


Defines the available reasons in the Agent Status menus (global and My Channels). The reason commands are displayed in the order in which they appear in the list.

>> Back to Top

agent-status.ready-workmode

Default Value: unknown
Valid Values: A value from the following list: unknown, manual-in, auto-in. Empty means no workmode specified.
Changes Take Effect: When the session is started or restarted.


Specifies which workmode is applied on Ready operation done manually from the Global State menu and My Channels. This option is also applicable for the login.voice.is-auto-ready option. Supported workmodes are unknown, manual-in, auto-in.

>> Back to Top

alert.timeout

Default Value: 10
Valid Values: An integer value greater than or equal to 0.
Changes Take Effect: When the session is started or restarted.


Specifies the duration, in seconds, that contextual warning messages are displayed in the windows of the application.

>> Back to Top

application.wiki-help-locale

Default Value:
Valid Values: AA valid locale name in the LanguageCode-CountryCode format — for example, en-US.
Changes Take Effect: When the session is started or restarted.


Specifies the locale of the Workspace Web Edition online help. When this option is left empty, Workspace tries to find the online help that corresponds with the current language selected by the agent. If set to a valid locale, Workspace accesses the online help of the specified language.

>> Back to Top

application.wiki-help-site

Default Value: https://docs.genesys.com/
Valid Values: A valid URL.
Changes Take Effect: When the session is started or restarted.
Related Options: application.wiki-help-welcome-page

Specifies the path to the Workspace Web Edition Help. By default the help documentation is located on the Genesys Documentation website. You might have to create an exception for this URL in your firewall to enable agents to access the help. If you do not want to allow your agents to access the help stored on the Genesys Documentation website, you can request a PDF of the help document, which you can load locally.

>> Back to Top

application.wiki-help-welcome-page

Default Value:
Valid Values: A valid URL.
Changes Take Effect: When the session is started or restarted.
Dependencies: application.wiki-help-site

Specifies the Workspace Web Edition online help home page URL. When this option is specified, all attempts to access the online help are redirected to this page and the application.wiki-help-site option is ignored. This approach can be used in an environment when an Administrator wants the agent to have a look at a custom help page, like a 'Quick Start User Guide'.

>> Back to Top

case-data.float-separator

Default Value: .
Valid Values: A valid float separator. Typical float separators are: '.' ',' '\'
Changes Take Effect: When the session is started or restarted.


Specifies the float separator that is used for Case data. This option should be used when the decimal symbol in the regional settings of the agent workstation is different from the one provided by the database.

>> Back to Top

chat.agent.prompt-color

Default Value: #385078
Valid Values: Valid Hexadecimal (HTML) color code
Changes Take Effect: When the session is started or restarted.


Specifies the color of the prompt for the messages that are entered by the agent in the Chat view.

>> Back to Top

chat.agent.text-color

Default Value: #385078
Valid Values: Valid Hexadecimal (HTML) color code
Changes Take Effect: When the session is started or restarted.


Specifies the color of the text of the messages that are entered by the agent in the Chat view.

>> Back to Top

chat.auto-answer

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether a chat interaction is automatically accepted and joined when a Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

chat.client.prompt-color

Default Value: #166FFF
Valid Values: Valid Hexadecimal (HTML) color code
Changes Take Effect: When the session is started or restarted.


Specifies the color of the text of the messages that are entered by the target client in the Chat view.

>> Back to Top

chat.client.text-color

Default Value: #166FFF
Valid Values: Valid Hexadecimal (HTML) color code
Changes Take Effect: When the session is started or restarted.


Specifies the color of the client text in the Chat view.

>> Back to Top

chat.enable-auto-disconnect

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Specifies whether the chat session is automatically disconnected if the agent is the last party remaining in the chat session.

>> Back to Top

chat.new-message-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the path of the sound file Workspace plays when a new chat message arrives. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

chat.nickname

Default Value: $Agent.UserName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.FullName$,$Agent.EmployeeId$.
Changes Take Effect: When the session is started or restarted.


Specifies the nickname that is used to join the chat session (presented to the customer) by a string that can contain regular characters and the field codes. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

chat.pending-response-to-customer

Default Value: 30,50
Valid Values: A comma-separated list value: warning time, maximum time
Changes Take Effect: When the session is started or restarted.


Specifies two alarm thresholds, in seconds, that warn agents that they have a pending response to a chat from a customer. Three levels are displayed: before the warning time, between the warning time and the maximum time, and after the maximum time.

>> Back to Top

chat.prompt-for-done

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Specifies if the application prompts a confirmation message when a user clicks Done. This option is only available for interaction open media. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

chat.prompt-for-end

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Specifies if the application prompts a confirmation message when a user clicks End. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

chat.push-url.max-records

Default Value: 20
Valid Values: Any positive integer value.
Changes Take Effect: When the session is started or restarted.


Specifies maximum size of pushed URL list.

>> Back to Top

chat.ringing-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the path of the sound file Workspace plays when a chat interaction is ringing. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

chat.system.text-color

Default Value: #606060
Valid Values: Valid Hexadecimal (HTML) color code.
Changes Take Effect: When the session is started or restarted.


Specifies the color of the text for system messages in the Chat view.

>> Back to Top

chat.time-stamp

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Specifies whether the time stamp is displayed in the Chat transcript area.

>> Back to Top

chat.typing-is-enabled

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Specifies whether typing notification is sent to the contact during a chat interaction. It should be disabled for Chat Server lower than 8.0.1.

>> Back to Top

chat.typing-timeout

Default Value: 10
Valid Values: A positive integer value.
Changes Take Effect: When the session is started or restarted.


Specifies the duration, in seconds, that the typing notification is displayed after the last keystroke and before the agent or contact sends their message.

>> Back to Top

cobrowse.url

Default Value:
Valid Values: Valid HTTP URL.
Changes Take Effect: When the session is started or restarted.


URL of the Co-browse cluster, for example, http://<host>:<port>/cobrowse. Typically, this will be the URL of the load balancer

>> Back to Top

cobrowse.use-slave-logging

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables browser logging in the iframe with Co-browse slave application.

>> Back to Top

contact.all-interactions-displayed-columns

Default Value: Status,Subject,StartDate,EndDate
Valid Values: A comma-separated value list of Contact History items to display in the interaction view MyHistory, for example: Status, Subject, StartDate, EndDate.
Changes Take Effect: When the session is started or restarted.


Specifies the list of interaction attributes that are displayed in the result list of the Interaction Search view.

>> Back to Top

contact.all-interactions-quick-search-attributes

Default Value: Subject
Valid Values: A comma-separated value list of valid interaction attribute names, for example: Subject
Changes Take Effect: When the session is started or restarted.


Specifies the interaction attributes that are used to search interactions in the Quick Search mode of the Interaction Search view.

>> Back to Top

contact.available-directory-page-sizes

Default Value: 5,10,25,50
Valid Values: A comma-separated list of numbers that define the number of rows per result page from which the agent can make selections.
Changes Take Effect: When the session is started or restarted.


Specifies the possible values for the number of rows per page in the contact directory search result view.

>> Back to Top

contact.cache-timeout-delay

Default Value: 600
Valid Values: An integer from 1 through 3600.
Changes Take Effect: When the session is started or restarted.


Specifies the delay, in seconds, before the cache of the result of a Universal Contact Server request is cleared.

>> Back to Top

contact.date-search-types

Default Value: On,OnOrAfter,Before,Between
Valid Values: A comma-separated list of the following options: On, OnOrAfter, Before, Between
Changes Take Effect: When the session is started or restarted.
Related Options: contact.default-directory-page-size

Specifies the list of search types that are available for the agent to use to search the contact database by date.

>> Back to Top

contact.default-directory-page-size

Default Value: 10
Valid Values: An integer from 1 through 50.
Changes Take Effect: When the session is started or restarted.
Dependencies: contact.available-directory-page-size

Specifies the default value for the number of rows per page in the contact directory search result view. The value must be defined in the option contact.available-directory-page-size.

>> Back to Top

contact.directory-default-mode

Default Value: ListView
Valid Values: A value from the following list: ListView, GridView
Changes Take Effect: When the session is started or restarted.


Specifies which view of the Contact Directory is displayed by default.

  • ListView: Quicker search performance and tokenized search items, but no sort on the result.
  • GridView: Results are sortable result, but the search is less powerful, and the search items are non-tokenized.
>> Back to Top

contact.directory-displayed-columns

Default Value: LastName,FirstName,PhoneNumber,EmailAddress
Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names. For example: LastName,FirstName,PhoneNumber,EmailAddress.
Changes Take Effect: When the session is started or restarted.


The list of contact fields that are displayed when the results of a contact search are displayed.

>> Back to Top

contact.directory-enabled-modes

Default Value: ListView,GridView
Valid Values: A comma-separated value list of views from the following list: ListView, GridView.
Changes Take Effect: When the session is started or restarted.


Specifies which view of the Contact Directory can be selected.

  • ListView: Quicker search performance and tokenized search items, but no sort on the result. This view can be enabled only if the 'Contact' index is activated in Universal Contact Server.
  • GridView: Results are sortable, but the search is less powerful, and the search items are non-tokenized.
>> Back to Top

contact.directory-search-attributes

Default Value: LastName,FirstName,PhoneNumber,EmailAddress
Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names that can be used as search parameters.
Changes Take Effect: When the session is started or restarted.


The list of Contact fields that can be used as search parameters.

>> Back to Top

contact.displayed-attributes

Default Value: Title,FirstName,LastName,PhoneNumber,EmailAddress
Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names.
Changes Take Effect: When the session is started or restarted.


The list of contact fields that are displayed when a Contact record is displayed.

>> Back to Top

contact.history-default-time-filter-main

Default Value: 1M
Valid Values: A value from the following list: All, 1M, 1W, 1D
Changes Take Effect: When the session is started or restarted.


Specifies which Time Filter option is selected by default in the Contact History view when an agent accesses the main history data source:

  • All: All interactions from the main Universal Contact Server (UCS) database.
  • 1M: Interactions from main UCS database that were created less than 1 month ago.
  • 1W: Interactions from main UCS database that were created less than 1 week ago.
  • 1D: Interactions from main UCS database that were created less than 1 day ago.
>> Back to Top

contact.history-displayed-columns

Default Value: Status,Subject,StartDate,EndDate,OwnerId
Valid Values: A comma-separated value list of Contact History items to display in the interaction view, for example: Status,Subject,StartDate,EndDate,OwnerId.
Changes Take Effect: When the session is started or restarted.


Defines the list of Contact History items that are displayed in the interaction view.

>> Back to Top

contact.history.media-filters

Default Value: $AllMedia$,voice,email,chat,twitter,facebook,$OtherMedia$
Valid Values: A comma-separated value of valid media type names or $AllMedia$ or $OtherMedia$.
Changes Take Effect: When the session is started or restarted.


Specifies the list of media types that can be used to filter the Contact History(depends on privilege.contact.can-filter-contact-history), My History(depends on privilege.contact.can-filter-my-history), and the result list of Interaction Search(depends on privilege.contact.can-filter-all-interactions). $AllMedia$ allows to add the filter to return any media. $OtherMedia$ allows to add the filter returning any media not listed in this option.

>> Back to Top

contact.history-quick-search-attributes

Default Value: Subject
Valid Values: A comma-separated value list of valid interaction attribute names, for example: Subject. Possible searchable attributes are: BccAddresses, CcAddresses, FromAddress, FromPersonal, Id, Mailbox, ReplyToAddress, StructuredText, Subject, Text, TheComment, ToAddresses.
Changes Take Effect: When the session is started or restarted.


Specifies the interaction attributes that are used to search interactions in the quick search mode of the Contact History view. These attributes should be text attributes. You can use custom interaction attributes. For more information, see Making an Attribute Searchable from the Desktop.

>> Back to Top

contact.history-search-attributes

Default Value: Status,StartDate,EndDate,Subject
Valid Values: A comma-separated value list of Interaction attributes.
Changes Take Effect: When the session is started or restarted.


Specifies the list of interaction attributes that an agent can use in Advanced Search mode of the Contact History, My History and Interaction Search views. You can also use custom interaction attributes.

>> Back to Top

contact.last-called-agent.enable

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: contact.last-called-agent.<media-type>.enable

Specifies if the last called agent properties are set in the contact when an interaction is presented to the agent. This option is taken into account only when the option contact.last-called-agent.<media-type>.enable is not defined for the applicable media type

>> Back to Top

contact.last-called-agent.<media-type>.enable

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Related Options: contact.last-called-agent.enable

Specifies if the last called agent properties are set in the contact when an interaction of the corresponding media type is presented to the agent. This option overrides the contact.last-called-agent.enable option. Use the voice-campaign media-type to define the look-up behavior for outbound campaign interactions.

>> Back to Top

contact.lookup.enable

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Dependencies: contact.lookup.<media-type>.enable
Related Options: contact.lookup.enable-create-contact

Activates Universal Contact Server (UCS) lookup for contacts when an interaction is presented to the Agent. This option can be overridden by a routing strategy as described in this Deployment Guide. Note: This option is taken into account only when attached data 'IdentifyCreateContact' is not set in the interaction and the contact.lookup.<media-type>.enable option is not specified for the applicable media type.

>> Back to Top

contact.lookup.enable-create-contact

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Dependencies: contact.lookup.enable, contact.lookup.<media-type>.enable-create-contact

When the value of this option is true and the value of contact.lookup.enable is also set to true, Universal Contact Server (UCS) creates a contact if the initial search does not find a matching existing contact. This option can be overridden by a routing strategy as described in this Deployment Guide. Note: This option is taken into account only when attached data 'IdentifyCreateContact' is not set in the interaction and the contact.lookup.<media-type>.enable-create-contact option is not specified for the applicable media type.

>> Back to Top

contact.lookup.<media-type>.enable

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Related Options: contact.lookup.enable

Activates the Workspace features that rely on Universal Contact Server (UCS) for contact lookup when an interaction of the given media type is presented to the Agent. This option can be overridden by a routing strategy as described in this Deployment Guide. Note: This option overwrites the contact.lookup.enable option. It is not taken into account when the attached data IdentifyCreateContact is set in the interaction. Use the voice-campaign media-type to define the lookup behavior in the context of outbound campaign interactions.

>> Back to Top

contact.lookup.<media-type>.enable-create-contact

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Related Options: contact.lookup.enable-create-contact

When contact lookup is enabled in the context of the current interaction, this option specifies that the Universal Contact Server (UCS) creates a contact if the initial search cannot find any existing contact. This option can be overridden by a routing strategy as described in this Deployment Guide. Note: This option overwrites the contact.lookup.enable-create-contact option. It is not taken into account when the attached data 'IdentifyCreateContact is set in the interaction. Use the voice-campaign media-type to define the lookup and create behavior in the context of outbound campaign interactions.

>> Back to Top

contact.mandatory-attributes

Default Value: FirstName,LastName
Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names, for example: LastName, FirstName, PhoneNumber, EmailAddress.
Changes Take Effect: When the session is started or restarted.


The list of Contact fields that must be completed for a contact.

>> Back to Top

contact.multiple-value-attributes

Default Value: PhoneNumber,EmailAddress
Valid Values: A comma separated value list of Attribute Value names that correspond to contact field names.
Changes Take Effect: When the session is started or restarted.


A list of contact attributes that can support multiple values.

>> Back to Top

contact.myhistory-default-time-filter-main

Default Value: 1M
Valid Values: A value from the following list: All, 1M, 1W, 1D
Changes Take Effect: When the session is started or restarted.


Specifies which Time Filter option is selected by default in the My History view when an agent accesses the main history data source:

  • All: All interactions from the main Universal Contact Server (UCS) database.
  • 1M: Interactions from main UCS database that were created less than 1 month ago.
  • 1W: Interactions from main UCS database that were created less than 1 week ago.
  • 1D: Interactions from main UCS database that were created less than 1 day ago.
>> Back to Top

contact.myhistory-displayed-columns

Default Value: Status,Subject,StartDate,EndDate
Valid Values: A comma-separated value list of Contact History items to display in the interaction view MyHistory. For example: Status, Subject, StartDate, EndDate
Changes Take Effect: When the session is started or restarted.


Specifies the list of Contact History items that are displayed in the MyHistory view.

>> Back to Top

contact.myhistory-quick-search-attributes

Default Value: Subject
Valid Values: A comma-separated value list of valid interaction attribute names, for example: Subject. Possible searchable attributes: BccAddresses, CcAddresses, FromAddress, FromPersonal, Id, Mailbox, ReplyToAddress, StructuredText, Subject, Text, TheComment, ToAddresses
Changes Take Effect: When the session is started or restarted.


Specifies the interaction attributes that are used to search interactions in the quick search mode of the My History view. These attributes must be text attributes. You can use custom interaction attibutes. For more information, see Making an Attribute Searchable from the Desktop.

>> Back to Top

contact.ucs-interaction.voice-campaign.enable-create

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Activates the Workspace Web Edition feature that generates the interaction history in Universal Contact Server (UCS) for Voice Outbound Campaign interactions. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

contact.ucs-interaction.voice.enable-create

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Activates the Workspace Web Edition feature that generates the interaction history in Universal Contact Server (UCS) for Voice interactions. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

contact.ucs-interaction.<media-type>.enable-create

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Activates the Workspace Web Edition feature that generates the interaction history in Universal Contact Server (UCS) for Open Media Workitem interactions. This option can be overridden by a routing strategy as described in Deployment Guide.

>> Back to Top

disaster-recovery.enabled

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Specifies whether Business Continuity (Disaster Recovery) functionality is activated for SIP Server and Genesys Web Services.

>> Back to Top

editor.default-font

Default Value: Roboto
Valid Values: A value from the following list: the following list: Serif, Sans-serif, Monospace, Cursive, Fantasy, Tahoma, Roboto. Empty means no default font specified.
Changes Take Effect: When the session is started or restarted.


Defines the selected font in the menu of new and replied email formatted in HTML. If empty, the latest selected font is used for next emails.

>> Back to Top

editor.default-font-size

Default Value: 9
Valid Values: A value from the following list: the following list: 8, 9, 10, 11, 12, 14, 16, 18, 20, 22, 24, 26, 28, 36, 48, 72. Empty means no default font size specified.
Changes Take Effect: When the session is started or restarted.


Defines the selected font size in the menu of new and replied email formatted in HTML. If empty, the latest selected font size is used for next email.

>> Back to Top

editor.font-sizes

Default Value: 8,9,10,11,12,14,16,18,20,22,24,26,28,36,48,72
Valid Values: Comma-separated list of font sizes from the following list: 8, 9, 10, 11, 12, 14, 16, 18, 20, 22, 24, 26, 28, 36, 48, 72.
Changes Take Effect: When the session is started or restarted.


Defines the available font size in the menu of new and replied email formatted in HTML. The fonts are displayed in the order in which they appear in the list.

>> Back to Top

editor.fonts

Default Value: Serif,Sans-serif,Monospace,Cursive,Fantasy,Tahoma,Roboto
Valid Values: Comma-separated list of fonts from the following list: Serif, Sans-serif, Monospace, Cursive, Fantasy, Tahoma, Roboto.
Changes Take Effect: When the session is started or restarted.


Defines the available fonts in the menu of new and replied email formatted in HTML. The fonts are displayed in the order in which they appear in the list.

>> Back to Top

email.auto-answer

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether an email interaction is automatically accepted when a Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

email.default-queue

Default Value:
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.


Specifies the Interaction queue in which new or reply outbound emails are submitted.

>> Back to Top

email.forward.enable-cc-addresses

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether it is possible to add cc addresses when forwarding an inbound email to an external resource.

>> Back to Top

email.forward.enable-instructions

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether it is possible for agents to add instructions when forwarding an inbound email to an external resource.

>> Back to Top

email.forward.enable-multiple-to-addresses

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether it is possible to forward an inbound email to multiple external resources.

>> Back to Top

email.forward-queue

Default Value:
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.


Specifies the Interaction queue where Workspace submits forwarded outbound emails.

>> Back to Top

email.from-addresses

Default Value:
Valid Values: The name of a valid Business Attribute.
Changes Take Effect: When the session is started or restarted.


Specifies a character string that specifies the name of the Business Attribute which contains the Attribute Values that are used as available addresses. These come from the addresses of email interactions. You can set a default value by using the flag from the Business Attribute value. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

email.html-format

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies the format of a new outbound email. When set to true, new email is formatted in HTML.

>> Back to Top

email.include-original-text-in-reply

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether the text of the original inbound email is included in the outbound reply email. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

email.inline-forward-header

Default Value: $FullHeader$
Valid Values: Any valid character string.
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Specifies the character string that is used to introduce the inbound email content in the body of the inline forward email. The value $FullHeader$ inserts the entire header of the inbound email into the inline forwarded email. You can also choose to include any other text. The following tags are supported: <contact>, <date>. This enables you to create a custom header, such as: "On <date>, <contact> wrote:"

>> Back to Top

email.inline-forward-prefix

Default Value: Fwd:
Valid Values: Any valid character string.
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Specifies the inline forward prefix that is added to subject of the forwarded inbound email.

>> Back to Top

email.inline-forward-queue

Default Value: No default value
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Specifies the Interaction queue in which in-line forwarded inbound emails are submitted.

>> Back to Top

email.max-attachment-size

Default Value: 0
Valid Values: A positive integer.
Changes Take Effect: When the session is started or restarted.


Specifies the maximum number of megabytes of one file that agents can attach to an external email interaction. The attachment is refused by the system and an error message is displayed to the agent if the size in megabytes of the attached file exceeds this value. The value 0 means that there is no restriction.

>> Back to Top

email.max-attachments-size

Default Value: 0
Valid Values: A positive integer.
Changes Take Effect: When the session is started or restarted.


Specifies the maximum number of total megabytes of files that agents can attach to an external email interaction. An error message is displayed to the agent if the total number of megabytes for all attached files exceeds this value. The value 0 means that there is no restriction.

>> Back to Top

email.outbound-queue

Default Value:
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.


Specifies the Interaction Queue in which outbound emails are placed when agents click Send or Send Interim. This options is used only when Interaction Workflow does not set Queue for New Interactions when it is routing inbound email interactions to agents.

>> Back to Top

email.prompt-for-done

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


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 this Deployment Guide.

>> Back to Top

email.qa-review-dispositions-business-attribute

Default Value:
Valid Values: Any valid character string.
Changes Take Effect: When the session is started or restarted.


A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for qa-review-dispositions code. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

email.quote-char

Default Value: >
Valid Values: Any valid character string.
Changes Take Effect: When the session is started or restarted.


For outbound email that is formatted as plain text, specifies the characters that are used to quote the contents of the inbound email interaction in the outbound email interaction body.

>> Back to Top

email.quote-header

Default Value: $FullHeader$
Valid Values: Any valid character string.
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Specifies the character string that is used to introduce the quoted inbound email content in the body of the outbound email. The value $FullHeader$ inserts the entire header of the inbound email into the outbound email. You can also choose to include any other text. The following tags are supported: <contact>, <date>. This enables you to create a custom header, such as: "On <date>, <contact> wrote:"

>> Back to Top

email.reply-format

Default Value: auto
Valid Values: Select a value from the following list: auto, html, plain-text.
Changes Take Effect: When the session is started or restarted.


Specifies the format of an outbound email reply:

  • auto: outbound email reply format is the same as corresponding inbound email.
  • html: outbound email reply format is forced to html.
  • plain-text: outbound email reply format is forced to plain text.
>> Back to Top

email.reply-prefix

Default Value: Re:
Valid Values: Any valid character string.
Changes Take Effect: When the session is started or restarted.


Specifies the reply-prefix that is added to subject of the inbound email.

>> Back to Top

email.ringing-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the path of the sound file Workspace plays when an email interaction is ringing. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

email.signature

Default Value:
Valid Values: The type and location of the signature template in the following format: "response:<path to the standard response>".
Changes Take Effect: When the session is started or restarted.


Specifies the type and location of the signature template that Workspace should add to outbound emails. The value has two components that are separated by a colon:

  1. "response"
  2. The standard response name and the full path of the parent category in the Standard Response Library.

For example, "response:Signatures\Classic".

This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

email.signature.line-<n>

Default Value:
Valid Values: Any valid character string.
Changes Take Effect: When the session is started or restarted.


Specifies the row number of the signature by a string that can contain regular characters and the following field codes: $Agent.LastName$,$Agent.FirstName$,$Agent.FullName$. <n> is starting at 0. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

expression.email-address

Default Value: (\w+([-+.]\w+)*@\w+([-.]\w+)*\.\w+([-.]\w+)*)
Valid Values: A regular expression.
Changes Take Effect: When the session is started or restarted.


Specifies the regular expression that identifies a email address in the chat.

>> Back to Top

expression.phone-number

Default Value: ^[\(\)\-\.\+\d\s\*#][0-9]+()-\.+\d\s*#/$
Valid Values: A regular expression.
Changes Take Effect: When the session is started or restarted.


Specifies the regular expression that identifies a phone number in the chat or SMS transcript. This option can be overridden by a routing strategy as described in this Deployment Guide

>> Back to Top

expression.phone-number.supported-characters

Default Value: 0123456789+
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: When the session is started or restarted.
Related Options: expression.team-communicator-phone-number

Specifies the characters that are permitted when building a request to the T-Server that relies on a phone number. Any other characters from the original string coming from the User Interface are removed. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

expression.team-communicator-email-address

Default Value: A valid regular expression.
Valid Values: ^([A-Za-z0-9._-]+)@([A-Za-z0-9.-]+)\.([A-Za-z]{2,6})$
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.201.97

Specifies the regular expression used to recognize an email address of a target entered in the Team Communicator.

>> Back to Top

expression.team-communicator-phone-number

Default Value: ^[\(\)\-\.\+\d\s\*#]*[\d]+[\(\)\-\.\+\d\s\*#/]*$
Valid Values: A valid regular expression.
Changes Take Effect: When the session is started or restarted.
Related Options: expression.phone-number.supported-characters

Specifies the regular expression used to recognize a phone number of a target entered in the Team Communicator when it is used to start a call, a transfer, or a conference. If the number entered by the agent in the Team Communicator edit box matches this expression, the 'Call' or 'Start Voice Consultation' or 'Instant Transfer' or 'Instant Conference' action is enabled for this number. When the agent executes the action, the entered phone number is modified by the logic specified by the expression.phone-number.supported-characters option before the telephony operation is executed.

>> Back to Top

expression.url

Default Value: (http:\/\/(www.)?
Valid Values: A regular expression.
Changes Take Effect: When the session is started or restarted.


Specifies the regular expression that identifies a URL in the Case Information area. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

facebook.auto-answer

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether a Facebook interaction is automatically accepted when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

facebook.comments-pagination-size

Default Value: 2
Valid Values: An integer value greater than or equal to 0.
Changes Take Effect: When the session is started or restarted.


Specifies the number of comments are initially displayed and then added when Show More is clicked.

>> Back to Top

facebook.default-queue

Default Value: Facebook Outbound Queue
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the queue in which outbound interactions are first created. This name must be identical to the name of the default queue in the configuration layer.

>> Back to Top

facebook.outbound-queue

Default Value: Facebook Outbound Queue
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.

>> Back to Top

facebook.prompt-for-done

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies if the application prompts a confirmation message when the user clicks Done. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

facebook.ringing-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the path of the sound file that is played when a Facebook interaction is ringing. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

facebook-session.auto-answer

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether a Facebook private message interaction is automatically accepted when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

im.agent.prompt-color

Default Value: #385078
Valid Values: Valid Hexadecimal (HTML) color code
Changes Take Effect: When the session is started or restarted.


Specifies the color of the prompt for the messages that are entered by the agent in the IM view.

>> Back to Top

im.agent.text-color

Default Value: #385078
Valid Values: Valid Hexadecimal (HTML) color code
Changes Take Effect: When the session is started or restarted.


Specifies the color of the text of the messages that are entered by the agent in the IM view.

>> Back to Top

im.auto-answer

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether an IM interaction is automatically accepted and joined when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

im.new-message-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the configuration string for the new IM message sound. For example: 'BELL|7|0'. The value has three components that are separated by the character '|'. The first is the sound file name (BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

im.other-agent.prompt-color

Default Value: #D88000
Valid Values: Valid Hexadecimal (HTML) color code
Changes Take Effect: When the session is started or restarted.


Specifies the color of the text of the messages that are entered by the target another agent in the IM view.

>> Back to Top

im.other-agent.text-color

Default Value: #D88000
Valid Values: Valid Hexadecimal (HTML) color code
Changes Take Effect: When the session is started or restarted.


Specifies the text color of messages the other agent enters in the IM view.

>> Back to Top

im.prompt-for-end

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Specifies if the application prompts a confirmation message when a user clicks End. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

im.ringing-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the path of the sound file that is played when Instant Messaging interaction is ringing. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

im.system.text-color

Default Value: #606060
Valid Values: Valid Hexadecimal (HTML) color code.
Changes Take Effect: When the session is started or restarted.


Specifies the color of the text for system messages in the IM view.

>> Back to Top

im.time-stamp

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Specifies whether the time stamp is displayed in the IM transcript area.

>> Back to Top

im.toast-timeout

Default Value: 10
Valid Values: Any positive integer value.
Changes Take Effect: When the session is started or restarted.


Specifies the duration, in seconds, that the IM interaction notification is displayed in the Information area of the Main Window before the IM is rejected. The value 0 means the interaction notification is displayed until the agent accepts the interaction.

>> Back to Top

interaction-bar.quick-access-modes

Default Value: Pinned,Floating
Valid Values: Pinned, Floating
Changes Take Effect: When the session is started or restarted.
Dependencies: interaction-bar.quick-access-modes.<media-type>

Specifies the list of modes that are available to present interactions. The available modes are:

  • Pinned: the interaction view occupies the full available size, shared with Supporting Views like Contact and Responses.
  • Floating: the interaction view is presented in a floating window that is painted above any other kind of content and that fits the visual material to display. This view cannot display content displayed on the right part, such as Contact Profile or Responses.

When more than one mode is specified, by default the first mode in the configured list is used. The end user can switch from one mode to the other using a dedicated control. For a given media type, this option can be overridden by option interaction-bar.quick-access-modes.<media-type>.

>> Back to Top

interaction-bar.quick-access-modes.<media-type>

Default Value: Pinned,Floating
Valid Values: Pinned, Floating
Changes Take Effect: When the session is started or restarted.
Related Options: interaction-bar.quick-access-modes

Use this option as a template to specify the list of modes available to present interactions of the given media type. The available modes are:

  • Pinned: the interaction view occupies the full available size, shared with Supporting Views like Contact and Responses.
  • Floating: the interaction view is presented in a floating window that is painted above any other kind of content and that fits the visual material to display. This view cannot display content displayed on the right part, such as Contact Profile or Responses.

When more than one mode is specified, by default the first mode in the configured list is used. The end user can switch from one mode to the other using a dedicated control. When it is defined for a media type, this option overwrites the definition of the generic option interaction-bar.quick-access-modes.

>> Back to Top

interaction.case-data.content

Default Value: History,CaseData
Valid Values: History, CaseData
Changes Take Effect: When the session is started or restarted.
Dependencies: interaction.case-data.format-business-attribute

Defines the content of the Case Information area in the interaction. The CaseData key enables the display of the attached data that is defined by the interaction.case-data.format-business-attribute option. The History key enables the display of interaction history information like the Origin field. The order in which the values are specified defines the order of the Case Data and History information in the Case Information area. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

interaction.case-data.enable-hyperlink

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Related Options: expression.url

Enables the display of hyperlink that are part of the case information. See also the expression.url option. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

interaction.case-data.format-business-attribute

Default Value:
Valid Values: The name of a valid Business Attribute.
Changes Take Effect: When the session is started or restarted.
Related Options: interaction.case-data.order

Specifies the name of the Business Attribute that contains the Business Attribute values that are used to filter and render attached data in the interaction. This option can be overridden by a routing strategy as described in this Deployment Guide. You can define the display order of Business Attribute Values by creating an interaction-workspace section in the annex of the Business Attribute, then add the interaction.case-data.order option. This option is a comma-separated list of Business Attributes Value Names that specifies the order of the Business Attribute Values. The Attributes Values that are not listed in interaction.case-data.order option are put at the bottom of the list.

>> Back to Top

interaction.case-data.frame-color

Default Value: #17849D
Valid Values: Valid Hexadecimal (HTML) color code.
Changes Take Effect: When the session is started or restarted.


Specifies the color of the border of the Case Data view frame. Examples: #FFFFBA00 for a Gold color, #FF6F7074 for a Silver color, #FFB8400B for a Bronze color. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

interaction.case-data.header-foreground-color

Default Value: #FFFFFF
Valid Values: Valid Hexadecimal (HTML) color code
Changes Take Effect: When the session is started or restarted.


Specifies the color of the foreground of the Case Data view header. Example #FFFFFF for white color. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

interaction.case-data.is-read-only-on-idle

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


If the value of this option is true, changes to the case data after a voice interaction has been released are prevented. When some values are modified or added after the voice call is released, the update is pushed to back-end as a User Event when agent clicks Mark Done. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

interaction.disposition.cache-timeout-delay

Default Value: -1
Valid Values: From -1, 0, or any positive integer value.
Changes Take Effect: When the session is started or restarted.


Specifies the delay, in seconds, before the cache of a disposition request result is cleared. If set to -1, the dispositions are kept in cache until the browser page is refreshed, or until the agent logs out and logs back in.

>> Back to Top

interaction.disposition.folder-name-depth-<n>

Default Value:
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
Changes Take Effect: When the session is started or restarted.


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 this Deployment Guide.

>> Back to Top

interaction.disposition.is-expanded-on-display

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Set to true to expand all dispositions. Set to false to collapse all dispositions.

>> Back to Top

interaction.disposition.is-mandatory

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Specifies 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 this Deployment Guide.

>> Back to Top

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

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


If the value of this option is set to true, changes to case data after a voice interaction has been released are prevented. When values are modified or added after the voice call is released, the update is pushed to the back-end as a User Event when an agent clicks Done. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

interaction.disposition.key-name

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: When the session is started or restarted.


Specifies 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 this Deployment Guide.

>> Back to Top

interaction.disposition.use-attached-data

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Enables the adding of attached data to the interaction in UserEvent. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

interaction.disposition.value-business-attribute

Default Value: DispositionCode
Valid Values: The name of a valid Business Attribute.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

interaction-management.available-interaction-page-sizes

Default Value: 5,10,25,50
Valid Values: A comma-separated list of numbers that define the number of rows per result page from which the agent can make selections.
Changes Take Effect: When the session is started or restarted.


Specifies the possible values for the number of rows per page in the Interaction Management content view. Values grater than 100 are not recommended due to performance impact. The maximum value depends on the content of interactions and the robustness of your network. If you specify a value that is too high, the request to get a snapshot fails and an error message is displayed.

>> Back to Top

interaction-management.default-interaction-page-size

Default Value: 10
Valid Values: An integer value between 1 and 50.
Changes Take Effect: When the session is started or restarted.


The default value for the number of rows per page in the Interaction Management content view.

>> Back to Top

interaction-management.filters

Default Value:
Valid Values: A comma-separated list of Filter names.
Changes Take Effect: When the session is started or restarted.


Specifies the filters that are displayed to the supervisor for interaction management. The filter names refer to the names of the Application Option sections that define the Filters. See Creating Interaction Filters for Team Leads for more information.

>> Back to Top

interaction-management.interactions-filter.displayed-columns

Default Value: From,To,Subject,Received
Valid Values: A comma-separated list of attached data, for example: From,Subject,Received
Changes Take Effect: When the session is started or restarted.


Specifies the list of interaction fields that are displayed as columns in the Interaction Queue view.

>> Back to Top

interaction.override-option-key

Default Value:
Valid Values: An attached data key name (string). The list is provided in the Attached Data in the strategy.
Changes Take Effect: When the session is started or restarted.


Enables the overriding of certain application options by using a transaction object. This option provides the key name of the attached data that contains the list of transaction objects.

>> Back to Top

interaction.reject-route

Default Value:
Valid Values: A string that represents an attached data key.
Changes Take Effect: When the session is started or restarted.


Workspace enables the Reject voice call operation in SIP Server environments that use multi-site routing. The reject route mechanism has been extended to accommodate different types of 'reject' implementations, depending on the context. Use this option to enable the reject route mechanism by specifying a string as a key to be used at run-time to retrieve the behavior description from the interaction user data. It is the responsibility of the administrator to define the multi-site reject criteria.

The reject route is specified in the interaction user data in the following format: <reject-method>:<dn>@<switch>.

When reject-method is specified, ensure that the following characters are also specified: :, @, and the switch field. The following are possible values for the reject-method attribute:

  • sst - Reject applies the following action: SingleStepTransfer(OtherDN=<dn>,Location=<switch>).
  • release Reject applies the following action: releaseCall. This value must be applied when the value of the TServer/divert-on-ringing SIP Server configuration option is set to false.
Warning
If the value of dn@switch corresponds to the same routing point as the one that is handling the call that is being delivered to the agent, the action will succeed only if the value of the TServer/divert-on-ringing SIP Server configuration option is set to true.
>> Back to Top

interaction.web-content

Default Value:
Valid Values: A comma-separated list of option section names that correspond to web extension views. For example: Extension1, Extension2
Changes Take Effect: When the session is started or restarted.


Specifies the list of Web Applications that are configured to be displayed at the Interaction level. Refer to the Enabling integration of web applications in the agent interface for information about creating web application objects in the configuration layer. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

intercommunication.chat.queue

Default Value:
Valid Values: Name of a valid Script object of type Interaction Queue
Changes Take Effect: When the session is started or restarted.


Specifies the name of the Interaction Queue that is used by the 'routing based' feature for Chat. The following attached data are added by Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.

>> Back to Top

intercommunication.chat.routing-based-actions

Default Value: InitTransfer,OneStepTransfer
Valid Values: A comma-separated list of valid operation names from the following list: InitTransfer, OneStepTransfer, OneStepConference.
Changes Take Effect: When the session is started or restarted.
Related Options: intercommunication.chat.routing-based-targets

Specifies the list of routing based actions that an agent is allowed to perform.

>> Back to Top

intercommunication.chat.routing-based-targets

Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue
Changes Take Effect: When the session is started or restarted.
Dependencies: intercommunication.chat.routing-based-actions

Defines the list of targets that are contacted through the routing based mechanism for the requests that are defined by the intercommunication.chat.routing-based-actions option. Note: The targets 'AgentGroup' and 'Skill' are always addressed through routing; therefore, they are not affected by this option.

>> Back to Top

intercommunication.email.queue

Default Value:
Valid Values: Name of a valid Script object of type Interaction Queue
Changes Take Effect: When the session is started or restarted.


Specifies the name of the Interaction Queue that is used by the routing based feature for email. The following attached data are added by Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.

>> Back to Top

intercommunication.email.routing-based-actions

Default Value: OneStepTransfer
Valid Values: A comma-separated list of valid operation names from the following list: OneStepTransfer.
Changes Take Effect: When the session is started or restarted.
Related Options: intercommunication.email.routing-based-targets

Specifies the list of routing based actions that an agent is allowed to perform.

>> Back to Top

intercommunication.email.routing-based-targets

Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue
Changes Take Effect: When the session is started or restarted.
Dependencies: intercommunication.email.routing-based-actions

Specifies the list of targets that are contacted through the routing based mechanism for the requests that are defined by the intercommunication.email.routing-based-actions option. Note: The targets 'AgentGroup' and 'Skill' are always addressed through routing; therefore, they are not affected by this option.

>> Back to Top

intercommunication.im.routing-based-actions

Default Value: MakeIM
Valid Values: A comma-separated list of valid operation names from the following list: MakeIM.
Changes Take Effect: When the session is started or restarted.
Related Options: intercommunication.im.routing-based-targets

Specifies the list of Routing Based Actions that an agent may perform.

>> Back to Top

intercommunication.im.routing-based-targets

Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, RoutingPoint
Changes Take Effect: When the session is started or restarted.
Dependencies: intercommunication.im.routing-based-actions

Specifies the list of targets that are contacted through the routing based mechanism for the requests that are defined by the intercommunication.im.routing-based-actions option. Note: The targets 'AgentGroup' and 'Skill' are always addressed through routing; therefore, they are not affected by this option.

>> Back to Top

intercommunication.im.routing-points

Default Value:
Valid Values: A call number name in the following format: $dn_name$.
Changes Take Effect: When the session is started or restarted.


Determines the call number that is used by the Routing Base feature. The following attached data are added by Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.

>> Back to Top

intercommunication.voice.consultation-enabled

Default Value: Agent, AgentGroup, RoutingPoint, Contact, TypeDestination, Skill
Valid Values: A comma-separated list of valid object types from the following list: Agent, AgentGroup, RoutingPoint, Contact, TypeDestination, Skill.
Changes Take Effect: When the session is started or restarted.


Specifies the list of targets enabled in Team Communication for a consultation.

>> Back to Top

intercommunication.voice.make-call-caller-id-business-attribute

Default Value:
Valid Values: The name of a valid Business Attribute.
Changes Take Effect: When the session is started or restarted.


The name of the Business Attribute that contains the Attribute Values that are used as outbound caller IDs. This option is only applicable for external calls.

>> Back to Top

intercommunication.voice.make-call-caller-id-enable-anonymous

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.voice.can-use

Specifies whether anonymous is enabled on make call with caller id. This option is only applicable for external calls. This functionality can currently only be used in conjunction with the SIP Server TServer/enforce-p-asserted-identity option configured on the outbound PSTN Trunk DN. This must be configured in the environment where the PSTN Provider (Carrier) implements Calling Line Identification Restriction (CLIR) and allows masking the displayed number (Caller ID) only if privacy SIP headers are correctly constructed and "anonymous@anonymous.invalid" is specified in the From field.

>> Back to Top

intercommunication.voice.make-call-enabled

Default Value: Agent, AgentGroup, RoutingPoint, Contact, TypeDestination, Skill
Valid Values: A comma-separated list of valid object types from the following list: Agent, AgentGroup, RoutingPoint, Contact, TypeDestination, Skill.
Changes Take Effect: When the session is started or restarted.


Specifies the list of targets enabled in Team Communication for making call.

>> Back to Top

intercommunication.voice.routing-based-actions

Default Value: MakeCall,OneStepConference,InitConference,OneStepTransfer,InitTransfer
Valid Values: A comma-separated list of valid operation names from the following list: MakeCall, OneStepTransfer, InitTransfer, InitConference, OneStepConference.
Changes Take Effect: When the session is started or restarted.
Related Options: intercommunication.voice.routing-based-targets

Specifies the list of Routing Based Actions that an agent may perform.

>> Back to Top

intercommunication.voice.routing-based-targets

Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, RoutingPoint, TypeDestination, OutboundRecord, Contact
Changes Take Effect: When the session is started or restarted.
Dependencies: intercommunication.voice.routing-based-actions

Specifies the list of targets that are contacted through the routing based mechanism for the requests that are defined by the intercommunication.voice.routing-based-actions option. Note: The targets AgentGroup and Skill are always addressed through routing; therefore, they are not affected by this option.

>> Back to Top

intercommunication.voice.routing-points

Default Value:
Valid Values: The call number names of the routing point in the following format: $dn_name@switch$
Changes Take Effect: When the session is started or restarted.


Specifies the call number that is used by the Routing Base feature for outbound calls. The following attached data are added by Workspace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.

>> Back to Top

intercommunication.voice.single-step-conference-enabled

Default Value: Agent, AgentGroup, RoutingPoint, Contact, TypeDestination, Skill
Valid Values: A comma-separated list of valid object types from the following list: Agent, AgentGroup, RoutingPoint, Contact, TypeDestination, Skill.
Changes Take Effect: When the session is started or restarted.


Specifies the list of targets enabled in Team Communication for a single step conference.

>> Back to Top

intercommunication.voice.single-step-transfer-enabled

Default Value: Agent, AgentGroup, RoutingPoint, Contact, TypeDestination, Skill
Valid Values: A comma-separated list of valid object types from the following list: Agent, AgentGroup, RoutingPoint, Contact, TypeDestination, Skill.
Changes Take Effect: When the session is started or restarted.


Specifies the list of targets enabled in Team Communication for a single step transfer.

>> Back to Top

intercommunication.<media-type>.queue

Default Value:
Valid Values: Name of a valid Script object of type Interaction Queue
Changes Take Effect: When the session is started or restarted.


Specifies the name of the Interaction Queue that is used by the 'routing based' feature for Workitem. The following attached data are added by Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.

>> Back to Top

intercommunication.<media-type>.routing-based-actions

Default Value: OneStepTransfer
Valid Values: A comma-separated list of valid operation names from the following list: OneStepTransfer.
Changes Take Effect: When the session is started or restarted.


Specifies the list of 'routing based' actions that an agent is allowed to perform.

>> Back to Top

intercommunication.<media-type>.routing-based-targets

Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue
Changes Take Effect: When the session is started or restarted.


Defines the list of targets that are contacted through the 'routing based' mechanism for the requests that are defined in the option 'intercommunication.<media-type>.routing-based-actions'. Note: The targets 'AgentGroup' and 'Skill' are always addressed through routing; therefore, they are not affected by this option.

>> Back to Top

keyboard.shortcut.interaction.next

Default Value: Alt+N
Valid Values: The name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: When the session is started or restarted.


The combination of keys that can be used as a keyboard shortcut to jump to the next case interaction.

>> Back to Top

keyboard.shortcut.interaction.previous

Default Value: Alt+B
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: When the session is started or restarted.


The combination of keys that can be used as a keyboard shortcut to jump to the previous case interaction.

>> Back to Top

keyboard.shortcut.jump-to-last-error

Default Value: Alt+L
Valid Values: Only the name of a key or a key combination the begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: When the session is started or restarted.


The combination of keys that can be used as a keyboard shortcut to jump the focus to the last error.

>> Back to Top

knowledge-center.auth-active

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Specifies whether a basic HTTP authentication scheme is used to provide secure browser history requests to the Knowledge Center Server.

>> Back to Top

knowledge-center.auth-password

Default Value: No default value
Valid Values: A valid password
Changes Take Effect: When the session is started or restarted.


Specifies the password used to authenticate browser history requests to the Knowledge Center Server.

>> Back to Top

knowledge-center.auth-user

Default Value: No default value
Valid Values: Valid user ID
Changes Take Effect: When the session is started or restarted.


Specifies the user ID used to authenticate browser history requests to the Knowledge Center Server.

>> Back to Top

knowledge-center.customerId

Default Value: No default value
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
Changes Take Effect: When the session is started or restarted


Specifies the name of the contact attribute that is used to match with a customerId.

>> Back to Top

knowledge-center.kbId

Default Value: No default value
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the key that stores the knowledge base Id in the attached interaction data that this interaction is related to.

>> Back to Top

knowledge-center.question

Default Value: No default value
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the key that stores the last question a customer asked the knowledge system. The attached interaction data includes this key.

>> Back to Top

knowledge-center.sessionId

Default Value: No default value
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
Changes Take Effect: When the session is started or restarted.


Specifies the key name that stores the knowledge session Id in the attached data of the interaction.

>> Back to Top

knowledge-center.url

Default Value: No default value
Valid Values: Valid HTTP URL.
Changes Take Effect: When the session is started or restarted.


URL of the Knowledge Center cluster. For example, http://host:port/gks-server/v1. Typically, this is the load balancer's URL.

>> Back to Top

kpi.displayed-kpis

Default Value:
Valid Values: A comma-separated list of KPI names.
Changes Take Effect: When the session is started or restarted.


Specifies the KPIs that are displayed to the agent. The KPI names refer to the names of the Application Option sections that are defining the KPIs.

>> Back to Top

login.list-available-locales

Default Value:
Valid Values: Comma-separated list of valid locale names based on format LanguageCode-CountryCode from the following list: $All$, pt-BR, fr-FR, fr-CA, de-DE, ja, es, ko.
Changes Take Effect: When the session is started or restarted.


Specifies the language that the agent can select at login time.
Either, set this option empty to prevent the agent from selecting the language or set this option to $All$ to get all the languages available, or set this option to a list of languages (possible values are Brazilian (pt-BR), French (fr-FR), French Canadian (fr-CA), German (de-DE), Japanese (ja), Spanish (es)). English is the default language, and will always be available.

>> Back to Top

login.prompt-place

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether the agent must enter his place in the login window. When this option is set to true, a new page is displayed during the login phase to specify a place. Enabling this option disables login.voice.prompt-dn-less-phone-number. Do not enable this option if the privilege.sipendpoint.can-use privilege is granted.

>> Back to Top

login.store-recent-place

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Specifies whether the most recently used Place is stored. This option is available if the login.prompt-place option is set to true.

>> Back to Top

login.voice.auto-not-ready-reason

Default Value:
Valid Values: A valid not ready reason.
Changes Take Effect: When the session is started or restarted.
Dependencies: login.voice.is-auto-ready

If the Voice channel is automatically set to NotReady when the agent logs in, this option defines the NotReady Reason code.

>> Back to Top

login.voice.dn-less-phone-number.valid-format

Default Value:
Valid Values: A string
Changes Take Effect: When the session is started or restarted.
Related Options: login.voice.expression.dn-less-phone-number

Specifies the correct format information to be displayed to the agent when the DN less phone number format is not correct.

>> Back to Top

login.voice.expression.dn-less-phone-number

Default Value:
Valid Values: A regular expression
Changes Take Effect: When the session is started or restarted.
Related Options: login.voice.dn-less-phone-number.valid-format

Specifies the valid format for a new phone number. A regular expression can be used to check the DN-less phone number format in the login window.

>> Back to Top

login.voice.is-auto-ready

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Related Options: login.voice.auto-not-ready-reason

Specifies whether the voice channels are in the Ready state at login.

>> Back to Top

login.voice.list-available-queues

Default Value:
Valid Values: Comma-separated list of ACD Queues.
Changes Take Effect: When the session is started or restarted.


Specifies the ACD Queues that are displayed in the login window. If the option value is left blank, no queue is displayed to the agent; the agent can enter any valid login queue name. If a single queue is specified and the value of the login.voice.prompt-queue no queue information is displayed during login.

>> Back to Top

login.voice.nb-dn-less-phone-number-stored

Default Value: No default value
Valid Values: 0 to 10
Changes Take Effect: When the session is started or restarted.
Dependencies: login.voice.prompt-dn-less-phone-number.enable-dynamic-dn
Introduced: 8.5.202.04

Specifies the number of phone numbers which are stored for the agent. For this option to apply, the value of login.voice.prompt-dn-less-phone-number.enable-dynamic-dn must be true.

  • 0 — no phone number is pre-filled in the second login screen.
  • 1 — the last entered phone number is displayed in the second login screen.
  • A number greater than 1 specifies the maximum number of phone numbers that can be displayed in the second login screen.
>> Back to Top

login.voice.prompt-dn-less-phone-number

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: login.prompt-place

When this option is set, a new page is displayed during the login phase to show the current phone number assigned to the agent and permits agent to update it. This option is specific to SIP Server environment with no Config Server proxy connected to GWS.

>> Back to Top

login.voice.prompt-dn-less-phone-number.enable-dynamic-dn

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Specifies whether the agent should be prompted for a DN-less phone number, and the agent's phone number is updated. A dynamic DN is used for the agent. This is only supported with SIP Server TServer 8.1.102.89 or higher. This feature does not require write privileges on Configuration Server.

>> Back to Top

login.voice.prompt-queue

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether the agent must enter the ACD Queue for the voice channel in the login window.

>> Back to Top

login.workmode

Default Value: unknown
Valid Values: A value from the following list: unknown, auto-in, manual-in.
Changes Take Effect: When the session is started or restarted.


Specifies the workmode that is applied when the voice DN logs in. To determine whether your switch supports the workmode, refer to the Deployment Guide of the relevant T-Server.

>> Back to Top

main-window.window-title

Default Value: $Window.Title$
Valid Values: One or more of the following field codes and/or any text string: $Window.Title$, $Application.Title$, $Agent.UserName$, $Agent.LastName$, $Agent.FirstName$, $Agent.EmployeeId$
Changes Take Effect: When the session is started or restarted.


Specifies the title of the browser window or tab. You can specify any string and/or combination of valid field codes up to the maximum width of the browser window title bar or tab. If all field codes are empty, the following field codes are used: $Window.Title$.

>> Back to Top

openmedia.workitem-channels

Default Value:
Valid Values: A comma-separated list of valid Media Types.
Changes Take Effect: When the session is started or restarted.


Specifies the list of Workitem channels an agent may use.

>> Back to Top

outbound.call-result-automatically-selected

Default Value:
Valid Values: Any available call result value.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.outbound.can-use, outbound.call-result-values

Specifies the call result to be selected by default for outbound records. The specified call result must be defined by the values that are specified for the outbound.call-result-values option. If set to an empty value, the current call result of the outbound record is selected, or unknown is selected if there is no current value.

>> Back to Top

outbound.call-result-values

Default Value: Answered,AnsweringMachine,Busy,NoAnswer,WrongNumber
Valid Values: One or more items from the following list: Abandoned (Abandoned), AgentCallbackError (Agent Callback Error), AllTrunksBusy (All Trunks Busy), Answered (Answered), AnsweringMachine (Answering Machine), Busy (Busy), CallDropError (Call Drop Error), DialError (Dial Error), DoNotCall (Do Not Call), Dropped (Dropped), DroppedNoAnswer (Dropped No Answer), FaxDetected (Fax Detected), GeneralError (General Error), GroupCallbackError (Group Callback Error), NoAnswer (No Answer), NoDialTone (No Dial Tone), NoEstablished (No Established), NoFreePortError (No Free Port Error), NoProgress (No Progress), NoRingback (No Ringback), NuTone (Nu Tone), Ok (Ok), PagerDetected (Pager Detected), Silence (Silence), SitDetected (Sit Detected), SitInvalidNum (Sit Invalid Num), SitNoCircuit (Sit No Circuit), SitOperintercept (Sit Operintercept), SitReorder (Sit Reorder), SitUnknown (Sit Unknown), SitVacant (Sit Vacant), Stale (Stale), SwitchError (Switch Error), SystemError (System Error), TransferError (Transfer Error), Unknown (Unknown), WrongNumber (Wrong Number), WrongParty (Wrong Party)
Changes Take Effect: At the next interaction.
Dependencies: privilege.outbound.can-use
Related Options: outbound.call-result-automatically-selected

Specifies the list of call results that are available for the agent to use for an outbound interaction. The call results are displayed in the order in which they appear in the list.

>> Back to Top

outbound-callback.ringing-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.outbound.can-use

Specifies the outbound callback ringing sound configuration string of a scheduled callback pushed to the agent as a preview. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

outbound.preview.max-simultaneous-preview-record

Default Value: -1
Valid Values: An integer.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.outbound.can-use

Specifies the maximum number of simultaneous Outbound Preview records an agent can view in the interaction window. A 0 or a negative value indicates no limit.

>> Back to Top

permissions.agent-group.exclude

Default Value: No default value
Valid Values: A comma-separated list of Agent Groups or Virtual Agent Groups; empty means Workspace doesn't exclude any agent groups or virtual agent groups.
Changes Take Effect: When the session is started or restarted.
Dependencies: permissions.agent-group.restrict
Introduced: 8.5.202.04
Modified: 8.5.202.50

Specifies the list of agent groups or virtual agent groups to be excluded from searches and statistics. Is overridden by permissions.agent-group.restrict.

>> Back to Top

permissions.agent-group.restrict

Default Value: No default value
Valid Values: A comma-separated list of Agent Groups or Virtual Agent Groups; empty means no filtering.
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.23
Modified: 8.5.202.50
Related Options: permissions.agent-group.exclude

Specifies the list of agent groups or virtual agent groups that are returned for searches and statistics. Overrides the permissions.agent-group.exclude option.

>> Back to Top

presence.evaluate-presence

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When this option is set to true, the presence (availability) of an agent or agent group (when configured) is shown in Team Communicator in the search results.

>> Back to Top

privilege.active-recording.can-monitor-recording

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.active-recording.can-use

Specifies whether the call monitoring indicator is displayed to agents when their calls are being recorded. The Call Recording functionality (for VoIP/SIP enabled agents only) enables you to record the current voice interaction with a contact or an internal target.

>> Back to Top

privilege.active-recording.can-pause

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.active-recording.can-use

Allows an agent to pause the Active Recording.

>> Back to Top

privilege.active-recording.can-resume

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.active-recording.can-use

Allows an agent to resume the Active Recording.

>> Back to Top

privilege.active-recording.can-start

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.active-recording.can-use

Allows an agent to start the Active Recording.

>> Back to Top

privilege.active-recording.can-stop

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to stop the Active Recording.

>> Back to Top

privilege.active-recording.can-use

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to use the Active Recording functionality.

>> Back to Top

privilege.chat.can-click-to-dial

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.chat.can-use, expression.phone-number

When the value of this option is set to true, the agent is permitted to use the Click to Dial feature associated with the expression.phone-number option.

>> Back to Top

privilege.chat.can-click-to-email

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.chat.can-use, expression.email-address

When the value of this option is set to true, the agent is permitted to use the Click to Email feature associated with the expression.email-address option.

>> Back to Top

privilege.chat.can-consult

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value is set to true, the agent is permitted to use the Chat consultation feature.

>> Back to Top

privilege.chat.can-decline

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value is set to true, the agent is permitted to decline incoming chat interactions.

>> Back to Top

privilege.chat.can-one-step-conference

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value is set to true, the agent is permitted to use the instant chat conference feature.

>> Back to Top

privilege.chat.can-one-step-transfer

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value is set to true, the agent is permitted to use the instant chat transfer feature.

>> Back to Top

privilege.chat.can-push-url

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value is set to true, the agent is permitted push URL's to customers during chat sessions.

>> Back to Top

privilege.chat.can-release

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value is set to true, the agent is permitted to manually end chat conversations.

>> Back to Top

privilege.chat.can-release-consultation

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value is set to true, the agent is permitted to manually end chat consultations.

>> Back to Top

privilege.chat.can-set-interaction-disposition

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables an agent to set the disposition code on chat interactions.

>> Back to Top

privilege.chat.can-two-step-conference

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables chat conference in two steps, started by a chat consultation.

>> Back to Top

privilege.chat.can-two-step-transfer

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables chat transfer in two steps, started by a chat consultation

>> Back to Top

privilege.chat.can-use

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value is set to true, the agent is permitted to use the Chat channel.

>> Back to Top

privilege.chat.show-monitoring.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows the agent to be informed that the current chat interaction is monitored by a supervisor.

>> Back to Top

privilege.cobrowse.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


The agent is permitted to use the Co-Browse feature.

>> Back to Top

privilege.contact.can-advanced-search-all-interactions

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to do advanced searches of all interactions.

>> Back to Top

privilege.contact.can-advanced-search-contact-history

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to do advanced searches within the Contact History view.

>> Back to Top

privilege.contact.can-advanced-search-my-history

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to do advanced search within My History.

>> Back to Top

privilege.contact.can-create-contact

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to create contacts.

>> Back to Top

privilege.contact.can-delete-contact

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to delete contacts from the contact database.

>> Back to Top

privilege.contact.can-filter-all-interactions

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to filter interactions in the Interaction Search view.

>> Back to Top

privilege.contact.can-filter-contact-history

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to filter interactions in the Contact History view.

>> Back to Top

privilege.contact.can-filter-my-history

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to filter interactions within the My history view.

>> Back to Top

privilege.contact.can-inline-forward.email.from-history

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Allows agents to forward email interactions from the Interaction History that are marked as Done.

>> Back to Top

privilege.contact.can-open.email.from-history

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agent to open in-progress email from interaction history. Depends on 'Contact - Can Use'.

>> Back to Top

privilege.contact.can-open.<media-type>.from-history

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agent to open in progress workitems of the corresponding media-type from history. Depends on 'Contact - Can Use'.

>> Back to Top

privilege.contact.can-search-all-interactions

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to search among all interactions.

>> Back to Top

privilege.contact.can-search-contact-history

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to search for interactions in the Contact History view.

>> Back to Top

privilege.contact.can-search-my-history

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to search for interactions in the My History view.

>> Back to Top

privilege.contact.can-use

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Contact features.

>> Back to Top

privilege.contact.can-use-assign-contact

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to assign a contact to an interaction.

>> Back to Top

privilege.contact.can-use-contact-directory

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to view and search the Contact Directory.

>> Back to Top

privilege.contact.can-use-contact-history

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to access the Contact History view.

>> Back to Top

privilege.contact.can-use-contact-history-case-data

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to see the case information of interactions in the Contact History view.

>> Back to Top

privilege.contact.can-use-contact-history-detail

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to see the detail of interactions in the Contact History view.

>> Back to Top

privilege.contact.can-use-contact-history-notepad

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to see notes about interactions in the Contact History view.

>> Back to Top

privilege.contact.can-use-contact-information

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agents to view and manage contact information.

>> Back to Top

privilege.contact.can-use-contact-myhistory

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to access their own history of interactions with contacts.

>> Back to Top

privilege.contact.can-use-interaction-notepad

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to display and edit the interaction notepad while handling an interaction.

>> Back to Top

privilege.contact.can-use-save-contact

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to commit (save) modifications to contact information.

>> Back to Top

privilege.email.can-add-attachment

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables an agent to add attached files to outbound emails.

>> Back to Top

privilege.email.can-decline

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value is set to true, the agent is permitted to decline incoming email Interactions. Depends on 'Email - Can Use Email Channel'.

>> Back to Top

privilege.email.can-delete

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables an agent to delete outbound email interactions.

>> Back to Top

privilege.email.can-forward

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables an agent to forward email interactions.

>> Back to Top

privilege.email.can-inline-forward

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

When the value of this option is set to true, the agent is permitted to forward an email inline instead of as an attachment.

>> Back to Top

privilege.email.can-mark-done

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value of this option is set to true, the agent is permitted to mark done an interaction without further processing.

>> Back to Top

privilege.email.can-move-to-workbin

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables an agent to move email interactions to workbins.

>> Back to Top

privilege.email.can-one-step-transfer

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables an agent to one-step transfer email interactions.

>> Back to Top

privilege.email.can-reply

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables an agent to reply to inbound email interactions.

>> Back to Top

privilege.email.can-reply-all

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables an agent to reply all parties included in the distribution of inbound email interactions.

>> Back to Top

privilege.email.can-save

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables an agent to save in-progress outbound email interactions.

>> Back to Top

privilege.email.can-send

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables an agent to send ourgoing email interactions.

>> Back to Top

privilege.email.can-use

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value of this option is set to true, the agent is permitted to use the Email channel.

>> Back to Top

privilege.facebook.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value of this option is set to true, the agent is permitted to use the Facebook channel.

>> Back to Top

privilege.facebook-session.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value of this option is set to true, the agent is permitted to use Facebook Private Messaging on the Facebook channel.

>> Back to Top

privilege.im.can-make

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to create a new instant messaging session from any area that has this functionality.

>> Back to Top

privilege.im.can-release

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables an agent to manually end an IM session.

>> Back to Top

privilege.im.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables the agent to use the IM channel.

>> Back to Top

privilege.interaction-management.can-move-to-queue

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables supervisors to move interactions to a queue.

>> Back to Top

privilege.interaction-management.can-move-to-workbin

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables supervisors to move interactions to a workbin.

>> Back to Top

privilege.interaction-management.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows supervisors access to the Interaction Management feature.

>> Back to Top

privilege.interaction-management.case-data.can-edit

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables supervisors to edit case data for interactions directly from Workbins and Interaction Queues without pulling the interactions first.

>> Back to Top

privilege.knowledge-center.can-author

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Enables an agent to suggest new content to knowledge bases.

>> Back to Top

privilege.knowledge-center.can-use

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Permission to use the Knowledge center. The plugin only loads if the value of this option is set to true.

>> Back to Top

privilege.my-team-workbins.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to My Team Workbins.

>> Back to Top

privilege.myagents.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables supervisors to access the My Agents view, where they can view and update the state for agents in the groups they supervise. Supervisors can also remotely log off agents from media channels in this view.

>> Back to Top

privilege.mychannels.can-use

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to access the My Channels tab.

>> Back to Top

privilege.mychannels.pending-state.can-use

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Allows the pending state to be displayed in the My Channels view while the agent engaged in a call, chat, or email interaction. When the value of this option is set to true, if an agent sets his or her status to Not Ready or Not Ready Reason while he or she is still handling an interaction, the timer for that state will not start until the call is released, the chat is ended, or the email is sent or put into a workbin.

>> Back to Top

privilege.mymessages.can-use

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to access the My Messages tab.

>> Back to Top

privilege.outbound.can-cancel-record

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to cancel a preview record. If an agent cancels a preview record, it is not processed again during the current campaign.

>> Back to Top

privilege.outbound.can-dial-alternative-chained-record

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to dial a number from the preview record chain that is different than the number selected by the system.

>> Back to Top

privilege.outbound.can-get-next-preview-record

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to request a new preview record while processing of the previous preview record terminates.

>> Back to Top

privilege.outbound.can-mark-do-not-call

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to mark a contact as Do Not Call.

>> Back to Top

privilege.outbound.can-reject-record

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to decline a preview record. If an agent declines a preview record, it can be processed by another agent in the campaign.

>> Back to Top

privilege.outbound.can-reschedule

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Related Options: privilege.outbound.can-reschedule-before-call

Allows an agent to reschedule an outbound record for an active call. Use the privilege.outbound.can-reschedule-before-call privilege to allow rescheduling before the call is dialed.

>> Back to Top

privilege.outbound.can-reschedule-before-call

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.outbound.can-reschedule

Allows an agent to reschedule an outbound record before calling the contact.

>> Back to Top

privilege.outbound.can-reschedule-on-new-number

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.outbound.can-reschedule

Allows an agent to reschedule an outbound record on a new number (which adds a new record to the chain).

>> Back to Top

privilege.outbound.can-set-call-result

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to set a call result to the outbound record.

>> Back to Top

privilege.outbound.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Outbound Campaign functions.

>> Back to Top

privilege.outbound.push-preview.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Outbound Campaign functions

>> Back to Top

privilege.screen-recording.can-use

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Enables the usage of Screen Recording Client.

>> Back to Top

privilege.sipendpoint.can-change-microphone-volume

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Allows agents to change the volume of the microphone.

>> Back to Top

privilege.sipendpoint.can-change-speaker-volume

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Allows agents to change the volume of the speaker.

>> Back to Top

privilege.sipendpoint.can-mute-microphone

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Allows an agent to mute and unmute the microphone. Depends on 'Voice - Can Use Voice Channel' and 'Workspace Web SIP Endpoint Options - Can Use Genesys Softphone'.

>> Back to Top

privilege.sipendpoint.can-mute-speaker

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Allows an agent to mute and unmute the speaker. Depends on 'Voice - Can Use Voice Channel' and 'Workspace Web SIP Endpoint Options - Can Use Genesys Softphone'.

>> Back to Top

privilege.sipendpoint.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Related Options: login.prompt-place

Enables the usage of Genesys Softphone . Depends on 'Voice - Can Use Voice Channel'. If SIP Endpoint is enabled, the login.prompt-place option must be set to false

>> Back to Top

privilege.SRL.can-quick-search

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.SRL.can-use
Introduced: 8.5.202.23

Allows an agent to perform a Quick Search of the Standard Response Library.

>> Back to Top

privilege.SRL.can-use

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Standard Response Library functions.

>> Back to Top

privilege.teamcommunicator.can-manage-favorites

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.teamcommunicator.can-view-favorites

Allows an agent to add, edit, and remove personal favorites in Team Communicator.

>> Back to Top

privilege.teamcommunicator.can-use

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to the Team Communicator.

>> Back to Top

privilege.teamcommunicator.can-view-all

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to search within all internal targets and contacts in Team Communicator.

>> Back to Top

privilege.teamcommunicator.can-view-favorites

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to view favorites in Team Communicator.

>> Back to Top

privilege.teamcommunicator.can-view-recent-calls

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to view recently contacted resources in Team Communicator.

>> Back to Top

privilege.teamcommunicator.display-agent-groups-availability

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to view the number of agents ready in agent groups in Team Communicator. Depends on 'Team Communicator - Can Use' and 'Team Communicator - Can View Favorites'.

>> Back to Top

privilege.teamlead.can-coach-chat

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to coach chat interactions.

>> Back to Top

privilege.teamlead.can-coach-current-voice

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to coach the current voice interaction.

>> Back to Top

privilege.teamlead.can-coach-voice

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to coach voice interactions.

>> Back to Top

privilege.teamlead.can-monitor-chat

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to monitor chat interactions.

>> Back to Top

privilege.teamlead.can-monitor-current-voice

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to monitor the current voice interaction.

>> Back to Top

privilege.teamlead.can-monitor-routing-point

Default Value: false
Valid Values: true, false
Changes Take Effect: When a session is started or restarted.
Introduced: 8.5.202.34
Related Options: teamlead.monitorable-routing-points

Enables a supervisor to monitor routing points.

>> Back to Top

privilege.teamlead.can-monitor-voice

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to monitor voice interactions.

>> Back to Top

privilege.teamlead.can-stop-monitoring-chat

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to stop monitoring chat interactions.

>> Back to Top

privilege.teamlead.can-stop-monitoring-voice

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to stop monitoring voice interactions.

>> Back to Top

privilege.teamlead.can-switch-to-barge-in-chat

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to switch to barge-in mode for monitored chat interactions.

>> Back to Top

privilege.teamlead.can-switch-to-barge-in-voice

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to switch to barge-in mode for monitored voice interactions.

>> Back to Top

privilege.teamlead.can-switch-to-coach-chat

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to switch to coach mode for monitored chat interactions.

>> Back to Top

privilege.teamlead.can-use

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables a supervisor to use the agent call and chat monitoring functionality.

>> Back to Top

privilege.twitter.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


The agent is permitted to use the Twitter channel.

>> Back to Top

privilege.voice.can-answer-call

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Allows an agent to answer manually an incoming voice call. Setting this option to false hides the Accept button in the Interaction notification pop-up.

>> Back to Top

privilege.voice.can-extend-after-call-work

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to extend the After Call Work state.

>> Back to Top

privilege.voice.can-forward

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables agents to forward voice calls.

>> Back to Top

privilege.voice.can-hold-retrieve-call

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables and agent to hold or retrieve a voice call.

>> Back to Top

privilege.voice.can-make-call

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to make a new voice call from any area enabling voice calls.

>> Back to Top

privilege.voice.can-one-step-conference

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables instant conferencing of a voice call.

>> Back to Top

privilege.voice.can-one-step-transfer

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables instant conferencing of a voice call.

>> Back to Top

privilege.voice.can-reject-call

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows an agent to reject an incoming voice call.

>> Back to Top

privilege.voice.can-release-call

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables agents to manually end voice calls.

>> Back to Top

privilege.voice.can-send-dtmf

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the application is started or restarted.


Enables agents to send DTMF during a voice call by using the on screen number keypad.

>> Back to Top

privilege.voice.can-show-hold-duration

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables agents to see the amount of time that a voice call has been on hold.

>> Back to Top

privilege.voice.can-show-post-call-duration

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables agents to see the post call duration in the tooltip and in the interaction bar of a voice call.

>> Back to Top

privilege.voice.can-two-step-conference

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables two step conference for voice calls.

>> Back to Top

privilege.voice.can-two-step-transfer

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables two step transfer of of a voice call.

>> Back to Top

privilege.voice.can-use

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value of this option is set to true, the agent is permitted to use the Voice channel.

>> Back to Top

privilege.voice.consultation.can-use-caller-id

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables agents to use caller ID for consultations.

>> Back to Top

privilege.voice.make-call.can-use-caller-id

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables agents to use caller ID for making calls.

>> Back to Top

privilege.voice.show-monitoring.can-use

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables agents to be notified that the current call is monitored by a supervisor.

>> Back to Top

privilege.voice.single-step-conference.can-use-caller-id

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables agents to use caller ID for single-step conferences.

>> Back to Top

privilege.voice.single-step-transfer.can-use-caller-id

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Enables agents to use caller ID for single-step transfers.

>> Back to Top

privilege.voicemail.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.voice.can-use

Allows agents to use the voicemail functionality. This privilege is required to control and monitor voicemail boxes.

>> Back to Top

privilege.web-rtc.can-mute-microphone

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.web-rtc.can-use

Allows an agent to mute and unmute the microphone.

>> Back to Top

privilege.web-rtc.can-mute-speaker

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.web-rtc.can-use

Allows an agent to mute and unmute the speaker.

>> Back to Top

privilege.web-rtc.can-send-dtmf

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Enables agents to send DTMF during a web-rtc voice call by using the on screen number keypad.

>> Back to Top

privilege.web-rtc.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.voice.can-use

Enables WebRTC in Workspace.

>> Back to Top

privilege.webme.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


The agent is permitted to use the Web Engagement features.

>> Back to Top

privilege.workbins.can-use

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows access to My Team Workbins.

>> Back to Top

privilege.workitem-channels.can-use

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


The agent is permitted to use all WorkItem channels configured in the option 'openmedia.workitem-channels'.

>> Back to Top

privilege.<media-type>.can-decline

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value is set to true, the agent is permitted to decline incoming Interactions. Depends on 'Workitem - Can Use Workitem Channel'.

>> Back to Top

privilege.<media-type>.can-mark-done

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agents to mark done an interaction without further processing.

>> Back to Top

privilege.<media-type>.can-move-to-workbin

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value of this option is set to true, the agent is permitted to move an interaction to the workbin. Depends on 'Workitem - Can Use Workitem Channel'.

>> Back to Top

privilege.<media-type>.can-one-step-transfer

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value is set to true, the agent is permitted to use instant workitem transfer. Depends on 'Workitem - Can Use Workitem Channel'.

>> Back to Top

privilege.<media-type>.can-set-interaction-disposition

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Allows agent to set disposition code of Workitem interactions. Depends on 'Workitem - Can Use Workitem Channel'.

>> Back to Top

Default Value:
Valid Values: A valid url
Changes Take Effect: When the session is started or restarted.


Specifies the URL of the company logo used in the About page. The maximum size for the logo is 320 x 32 pixels.

>> Back to Top

rebranding.company-favicon

Default Value:
Valid Values: A valid URL
Changes Take Effect: When the session is started or restarted.


Specifies the URL of the favicon used for the address bar or in tab related to Workspace Web Edition. The maximum size for the favicon is 100 x 24 pixels.

>> Back to Top

Default Value:
Valid Values: A valid url
Changes Take Effect: When the session is started or restarted.


Specifies the URL of the company logo to be displayed at the right top corner of the application. The maximum size for the logo is 100 x 24 pixels.

>> Back to Top

Default Value:
Valid Values: A valid url
Changes Take Effect: When the session is started or restarted.


Specifies the URL of the company logo used on the Login page. The maximum size for the logo is 320 x 32 pixels.

>> Back to Top

rebranding.product-major-name

Default Value:
Valid Values: A valid string
Changes Take Effect: When the session is started or restarted.


Specifies the major name of the product.

>> Back to Top

rebranding.product-minor-name

Default Value:
Valid Values: A valid string
Changes Take Effect: When the session is started or restarted.


Specifies the minor name of the product.

>> Back to Top

rebranding.product-version

Default Value:
Valid Values: A valid string
Changes Take Effect: When the session is started or restarted.


Specifies the product version.

>> Back to Top

security.inactivity-alert-dialog-before-timeout

Default Value: 30
Valid Values: An integer value greater than or equal to 0.
Changes Take Effect: When the session is started or restarted.
Dependencies: security.inactivity-timeout

Specifies when Workspace displays an alert dialog to warn the agent of the upcoming inactivity timeout. The value of this option, in seconds, tells Workspace how soon to display the alert before the timeout occurs. You must set this option to a value less than the value of security.inactivity-timeout.

>> Back to Top

security.inactivity-timeout

Default Value: 0
Valid Values: An integer value greater than or equal to 0.
Changes Take Effect: When the session is started or restarted.
Related Options: security.inactivity-alert-dialog-before-timeout

Specifies the amount of time, in minutes, of agent inactivity (no mouse or keyboard usage) that triggers the application to log out. If the agent has been inactive longer than the number of minutes that are specified by the inactivity timeout, the agent session is ended. A value of 0 disables the inactivity timeout.

Warning
After the timeout occurs, the Worksapce login dialog should be blank; however, if the agent has allowed the browser to remember his or her password, then the login dialog will still be populated with the agent's credentials. For security, agents should not allow web browsers to remember their login credentials.
>> Back to Top

service-client-api.accepted-web-content-origins

Default Value:
Valid Values: A comma-separated list of URLs or '*' — for example: 'http://my-web-server-1,http://my-web-server-2' or '*'.
Changes Take Effect: When the session is started or restarted.


Specifies the list of granted origins and allowed APIs that are used in the web extension views. You can filter requested API with the following self-explanatory keywords:

  • agent.get
  • agent.getStateList
  • agent.setState
  • agent.getState
  • interaction.getInteractions
  • interaction.getByInteractionId
  • interaction.getByBundleId
  • interaction.getByCaseId
  • interaction.setUserData
  • interaction.deleteUserData
  • system.closeToast
  • system.popupToast
  • system.updateToast
  • voice.dial
  • voice.startCallRecording
  • voice.stopCallRecording
  • voice.pauseCallRecording
  • voice.resumeCallRecording
  • email.create

For example, the value for of this option could now be: http://my-web-server0, http://my-web-server1 , http://my-web-server2 (agent.*, voice.dial), http://my-web-server3 (agent.*, interaction.*)

In this example, all requests are allowed for the http://my-web-server0 and http://my-web-server1 domains. For the http://my-web-server2 domain, only the following requests are allowed: 'agent.get', 'agent.getStateList', 'agent.setState', 'agent.getState', 'voice.dial'. For the http://my-web-server3 domain, only the following requests are allowed: 'agent.get', 'agent.getStateList', 'agent.setState', 'agent.getState', 'interaction.getInteractions', 'interaction.getByInteractionId', 'interaction.getByBundleId', 'interaction.getByCaseId', 'interaction.setUserData', 'interaction.deleteUserData'.

In addition to filtering by origin, you can filter by API with a wildcard in parentheses after the allowed origin.

This option cannot be overridden and must be set in the WS_Cluster application.

>> Back to Top

service-client-api.block-markdone-timeout

Default Value: 1000
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or refreshed.
Introduced: 8.5.202.23

Specifies the duration, in milliseconds, of the timeout started by the 'interaction.blockMarkdone()' service. If this option is set, when an agent marks an interaction as Done, the Mark Done operation is delayed until the specified timeout has elapsed. During this interval, Mark Done can be blocked by using the serviceClientAPI 'blockMarkdone' operation. If Mark Done is blocked by 'serviceClientAPI', the Mark Done operation is cancelled. If the Mark Done is not blocked, the Mark Done operation occurs after the specified duration has elapsed. If Mark Done has been blocked by the 'blockMarkDone' operation from the 'serviceClientAPI', it can be unblocked by using the 'unblockMarkDone' operation from the 'serviceClientAPI'.

>> Back to Top

service-client-api.rate-limit

Default Value: 0
Valid Values: An integer value greater than or equal to 0. Specify 0 for an unlimited rate.
Changes Take Effect: When the session is started or restarted.


Specifies the limit for the maximum number of requests per minute on the Service Client API. This option cannot be overridden and must be set in the WS_Cluster application.

>> Back to Top

service-client-api.rate-limit-quarantine-delay

Default Value: 30
Valid Values: An integer value greater than or equal to 0. Specify 0 for infinite quarantine delay.
Changes Take Effect: When the session is started or restarted.


Specifies the quarantine delay, in seconds, during which requests are ignored once the rate limit is reached. This option cannot be overridden and must be set in the WS_Cluster application.

>> Back to Top

service-client-api.rate-limit.<service-name>

Default Value: 0
Valid Values: An integer value greater than or equal to 0. Specify 0 for an unlimited rate.
Changes Take Effect: When the session is started or restarted.


Specifies the limit for the maximum number of requests per minute on a specific API request on the Service Client API. The <service-name> can be one of the following:

  • agent.get
  • agent.getStateList
  • agent.setState
  • agent.getState
  • interaction.getInteractions
  • interaction.getByInteractionId
  • interaction.deleteUserData
  • interaction.setUserData
  • media.getMediaList
  • media.setState
  • system.closeToast
  • system.popupToast
  • system.updateToast
  • voice.dial
  • voice.startCallRecording
  • voice.stopCallRecording
  • voice.pauseCallRecording
  • voice.resumeCallRecording
  • email.create

This option cannot be overridden, it must be set in the WSA Cluster Application.

>> Back to Top

service-client-api.user-data.read-allowed

Default Value: *
Valid Values: A comma-separated value list of user data keys to allow, or '*' to allow all keys. For example: Key1,Key2,Key3
Changes Take Effect: When the session is started or restarted.


Specifies the list of keys that can be read in the user data. This applies to the userData property of the Interaction object returned by a function or an event.

>> Back to Top

service-client-api.user-data.write-allowed

Default Value: *
Valid Values: A comma-separated value list of user data keys to allow, or '*' to allow all keys. For example: Key1,Key2,Key3
Changes Take Effect: When the session is started or restarted.


Specifies the list of keys that the interaction.setUserData() and interaction.deleteUserData() functions can write to in the user data.

>> Back to Top

sipendpoint.headset-unplugged.not-ready-reason

Default Value: No default value
Valid Values: A valid Not Ready reason.
Changes Take Effect: When the session is started or restarted.
Dependencies: sipendpoint.headset-unplugged-set-not-ready

Specifies the Not Ready reason that is to be set for the SIP DN when the headset that is used by the agent is unplugged if the value of the sipendpoint.headset-unplugged-set-not-ready option is set to true.

>> Back to Top

sipendpoint.headset-unplugged-set-not-ready

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Related Options: sipendpoint.headset-unplugged.not-ready-reason

Specifies whether the agent SIP DN is set automatically to Not Ready when the headset that is configured for the agent is unplugged.

>> Back to Top

sipendpoint.max-failed-ping

Default Value: 5
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.


Number of failed ping allowed on genesys softphone

>> Back to Top

sipendpoint.ping-interval

Default Value: 2000
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.


Interval in ms between each ping of the genesys softphone

>> Back to Top

sipendpoint.register-interval

Default Value: 1500
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.


Interval in ms between each register on the genesys softphone

>> Back to Top

sipendpoint.register-max-attempts

Default Value: 10
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.


Number of failed on check if endpoint is active allowed

>> Back to Top

sipendpoint.sip-server-address

Default Value:
Valid Values: Any valid host name (either with or without a Fully Qualified Domain Name) or IP Address.
Changes Take Effect: When the session is started or restarted.


Specifies the host name or IP Address of the Session Border Controller where the SIP REGISTER request will be sent by Workspace Endpoint. If this option is empty, the SIP REGISTER request will be sent to the address specified in the TServer option sip-address of the SIP Server that monitors the DN of this agent. In Business Continuity environment this corresponds to the preferred site registration.\nTip\nTo set the Domain/Realm of your contact center instead of an IP when WorkSpace SIP EndPoint tries to register through a session border controller (SBC) device, set the value of the this option to the FQDN of your domain instead of just the IP Address.

>> Back to Top

sipendpoint.sip-server-address.peer

Default Value:
Valid Values: Any valid host name (either with or without a Fully Qualified Domain Name) or IP Address.
Changes Take Effect: When the session is started or restarted.


In a Business Continuity environment, specifies the host name or IP Address of the Session Border Controller where the peer SIP REGISTER request will be sent by Workspace SIP Endpoint. If this option is empty, the SIP REGISTER request will be sent to the address specified in the TServer option sip-address of the SIP Server that monitors the DN of this agent. In Business Continuity environment this corresponds to the peer site registration.\nTip\nTo set the Domain/Realm of your contact center instead of an IP when WorkSpace SIP EndPoint tries to register through a session border controller (SBC) device, set the value of the this option to the FQDN of your domain instead of just the IP Address.

>> Back to Top

sipendpoint.transport-protocol

Default Value: UDP
Valid Values: Select a value from the following list: UDP, TCP, TLS.
Changes Take Effect: When the session is started or restarted.


Specify whether UDP, TCP, or TLS is used for the SIP transport protocol.

>> Back to Top

sipendpoint.uri

Default Value:
Valid Values: A valid URI
Changes Take Effect: When the session is started or restarted.


URI of the SIP endpoint used in connector mode. For example: https://localhost:8000

>> Back to Top

sipendpoint.wait-user-max-attempts

Default Value: 20
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.


The number of failed waiting user actions that are allowed before timeout.

>> Back to Top

standard-response.categories

Default Value: $All$
Valid Values: A comma-separated list of category names or the full path of the category, starting at the root category. Set the value to $All$ to display Standard Responses from all categories.
Changes Take Effect: When the session is started or restarted.


Specifies the list of categories Workspace Web Edition uses to filter Standard Responses. Agents see only those Standard Responses that are part of the sub-tree of categories set in the value for this option.

This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

statistics.agent-groups

Default Value:
Valid Values: A comma-separated list of Agent Group or Virtual Agent Group identifiers.
Changes Take Effect: When the session is started or restarted.


Specifies the list of agent groups and virtual agent groups that are displayed in the Contact Center Statistics tab. If empty, no agent groups or virtual agent groups are displayed. If set to a list and none of the groups in the list match an existing group, no agent groups or virtual agent groups are displayed.

>> Back to Top

statistics.displayed-statistics

Default Value:
Valid Values: A comma-separated list of Statistic names.
Changes Take Effect: When the session is started or restarted.


Specifies the statistics that are displayed in the Contact Center Statistics tab. The statistics specified by this option match the names of the statistics defined in the options of the Application sections.

>> Back to Top

statistics.gadget-statistics

Default Value: No default value
Valid Values: A comma-separated list of section names containing statistics.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.202.23
Related Options: statistics.gadget-statistics.max-size, statistics.refresh-time

Specifies the statistics that are displayed in the Statistics Gadget. Each statistics specified in this option is the name of a section containing the statistic definition or the statistic object.

>> Back to Top

statistics.gadget-statistics.max-size

Default Value: 10
Valid Values: Any integer from 0 to 50.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.202.23
Related Options: statistics-gadget-statistics

Specifies the maximum number of statistics that are displayed in the Statistics Gadget. If more statistics are specified by the statistics.gadget-statistics option, only the first n statistics are displayed.

quantity of the statistics that are displayed in the workspace web edition bar.

>> Back to Top

statistics.queue-groups

Default Value:
Valid Values: A comma-separated list of Queue Group identifiers.
Changes Take Effect: When the session is started or restarted.


Specifies the list of queue groups that are displayed in the Contact Center Statistics tab. If empty, no queue groups are displayed. If set to a list and none of the queue groups in the list match an existing queue group, no queue groups are displayed.

>> Back to Top

statistics.refresh-time

Default Value: 20
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.


Specifies, in seconds, how often statistics are refreshed in the Contact Center Statistics tab. When set to 0, no automatic refresh occurs (the agent must manually refresh statistics).

>> Back to Top

statistics.routing-points

Default Value:
Valid Values: A comma-separated list of routing point identifiers.
Changes Take Effect: When the session is started or restarted.


Specifies the list of routing points that are displayed in the Contact Center Statistics tab. If empty, no routing points are displayed. If set to a list and none of the routing points match an existing routing point, no routing points are displayed.

>> Back to Top

statistics.virtual-queues

Default Value:
Valid Values: A comma-separated list of Virtual Queue identifiers.
Changes Take Effect: When the session is started or restarted.


Specifies the list of virtual queues that are displayed in the Contact Center Statistics tab. If empty, no virtual queues are displayed. If set to a list and none of the virtual queues in the list match an existing virtual queue, no virtual queues are displayed.

>> Back to Top

system.cometd.timeout

Default Value: 60000
Valid Values: An integer value greater than or equal to 0.
Changes Take Effect: When the session is started or restarted.
Related Options: system.feedback.submit-after-disconnect

Specifies the duration, in milliseconds, before the session is considered closed when the connection with the server is lost.

>> Back to Top

system.feedback

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When enabled, a Feedback button appears in the About window.

>> Back to Top

system.feedback.submit-after-disconnect

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Dependencies: system.cometd.timeout

Specifies whether a Feedback dialog box is displayed the next time the agent logs in after a session closed due to the Cometd defense. managed by the option .

>> Back to Top

system.log-level

Default Value: Trace
Valid Values: Select a value from the following list: Trace, Debug, Info, Warning, Error, Off.
Changes Take Effect: When the session is started or restarted.


Specifies the global log level.

>> Back to Top

teamcommunicator.add-recent-filters.voice

Default Value:
Valid Values: A comma-separated list of interaction types taken from the following values: internal, external, consultation.
Changes Take Effect: When the session is started or restarted.


Specifies whether to store incoming interactions into the Recent buffer. By default, the Recent buffer stores only the actions of the agent, such as recent outbound voice calls. If one or more of the valid values is specified, then recent inbound interactions of that type are also stored in the Recent buffer. This enables agents to see a record of missed calls of the specified type(s).

>> Back to Top

teamcommunicator.always-clear-textbox-on-new-interaction

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When this option is set to true, Workspace clears the team communicator search text box when the interaction is initiated by pressing 'Enter' or by clicking one of the medias in the Team Communicator results. When this option is set to false, Workspace clears the Team Communicator search text box only if the interaction is initiated when the agent presses 'Enter'.

>> Back to Top

teamcommunicator.corporate-favorites

Default Value:
Valid Values: A comma-separated list of favorite names (section names) that are defined in the Workspace application.
Changes Take Effect: When the session is started or restarted.


Specifies the list of corporate favorites (quick dial favorites) that are configured in the Configuration Server for an Agent, Agent Group, Skill, Routing Point, or Custom Contact. See the Procedure: Creating Corporate Favorites for information about creating Corporate Favorite objects in the configuration layer. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

teamcommunicator.list-filter-showing

Default Value: Agent,AgentGroup,RoutingPoint,Skill,InteractionQueue,Contact,CustomContact
Valid Values: A comma-separated value list of filter items to be displayed in the team communicator. For example: Agent,AgentGroup,Skill,RoutingPoint,InteractionQueue,Contact,CustomContact.
Changes Take Effect: When the session is started or restarted.


Specifies the list of filters that an agent can use to search for contacts and internal targets by using the team communicator. The object types are presented in the specified order.

>> Back to Top

teamcommunicator.load-at-startup

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


This option is used to help with performance at login if many agents login at the same time. This option specifies if all the configuration elements (Agents, Agent Groups, Queues, Routing Points, Skills) needed by Teamcommunicator are loaded at login. When this option is set to false, the elements are not loaded at login, they are loaded the first time the focus is placed in the Team Communicator.

>> Back to Top

teamcommunicator.max-favorites-size

Default Value: 50
Valid Values: An integer value from 0 through 100.
Changes Take Effect: When the session is started or restarted.


Specifies the maximum size of the favorites list that is displayed while an agent is displaying favorites.

>> Back to Top

teamcommunicator.max-size

Default Value: 50
Valid Values: An integer value from 0 through 100.
Changes Take Effect: When the session is started or restarted.
Related Options: teamcommunicator.show-all-internal-targets

Specifies the maximum size of the default list when the value of teamcommunicator.show-all-internal-targets is set to true.

>> Back to Top

teamcommunicator.max-suggestion-size

Default Value: 10
Valid Values: An integer value from 1 through 50.
Changes Take Effect: When the session is started or restarted.


Specifies the maximum size of the suggestion list that is displayed while an agent is entering a contact or target name.

>> Back to Top

teamcommunicator.permissions.agent.exclude-from-agent-groups

Default Value: No default value
Valid Values: A comma-separated list of Agent Groups; empty means Workspace doesn't exclude any agent groups.
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04
Related Options: teamcommunicator.permissions.agent.restrict-to-agent-groups

Specifies the list of agent groups (virtual agent groups aren't supported) used to exclude agents returned in a Team Communicator search. Agents who belong to at least one of these agent groups are excluded from the list. Note: This overrides the teamcommunicator.permissions.agent.restrict-to-agent-groups filter where there is overlap. For example, if an agent belongs to groups A and B, and the exclude filter specifies B while the include filter specifies A, the agent is excluded from the returned list.

>> Back to Top

teamcommunicator.permissions.agent.restrict-to-agent-groups

Default Value: No default value
Valid Values: A comma-separated list of Agent Groups; empty means no restriction are applied.
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Specifies the list of agent groups (virtual agent groups aren't supported) used to restrict agents returned in a Team Communicator search. Agents who belong to at least one of these agent groups are included in the list.

>> Back to Top

teamcommunicator.recent-max-records

Default Value: 10
Valid Values: An integer value from 1 through 50.
Changes Take Effect: When the session is started or restarted.


Specifies the number of recent internal targets to display in the list of recent targets.

>> Back to Top

teamcommunicator.request-start-timer

Default Value: 500
Valid Values: An integer value from 1 through 5000.
Changes Take Effect: When the session is started or restarted.


Specifies the request start timer wait interval, in milliseconds, between the last key pressed and the beginning of the search through the contact database.

>> Back to Top

teamcommunicator.show-all-internal-targets

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specify whether all internal targets are displayed by default in the Team Communicator when an agent is searching for a transfer or conference target, including all Agents, Agent Groups, Skills, and Routing Points.

>> Back to Top

teamcommunicator.voice.consultation.exclude-numbers

Default Value:
Valid Values: A regular expression.
Changes Take Effect: When the session is started or restarted.
Dependencies: expression.phone-number.supported-characters

Specifies the format for a phone number to exclude on consultation. The check is done after Workspace applies a clean-up on the phone number the agent entered in Team Communicator based on the expression.phone-number.supported-characters option. For example, to exclude extensions that are 7 digits and start with the numbers 7 or 8, set this option to ^(7

>> Back to Top

teamcommunicator.voice.list-status-reachable

Default Value: NotReady
Valid Values: A case-sensitive comma-separated list of agent statuses from the following list: <tt>NotReady, Busy, LoggedOff.
Changes Take Effect: When the session is started or restarted.
Dependencies: privilege.voice.can-use, presence.evaluate-presence

Specifies the list of unavailable statuses for which a target agent can be contacted for consultation, transfer, and conference requests. If the unavailable status of the target agent is not in the list of allowed statuses, the target agent will not be listed as available for consultation, transfer, and conference requests.

>> Back to Top

teamcommunicator.voice.make-call.exclude-numbers

Default Value:
Valid Values: A regular expression.
Changes Take Effect: When the session is started or restarted.
Dependencies: expression.phone-number.supported-characters

Specifies the format for a phone number to exclude on making a call. The check is done after Workspace applies a clean-up on the phone number the agent entered in Team Communicator based on the expression.phone-number.supported-characters option. For example, to exclude extensions that are 7 digits and start with the numbers 7 or 8, set this option to ^(7|8)\d{6}$.

>> Back to Top

teamcommunicator.voice.single-step-conference.exclude-numbers

Default Value:
Valid Values: A regular expression.
Changes Take Effect: When the session is started or restarted.
Dependencies: expression.phone-number.supported-characters

Specifies the format for a phone number to exclude on single-step conference. The check is done after Workspace applies a clean-up on the phone number the agent entered in Team Communicator based on the expression.phone-number.supported-characters option. For example, to exclude extensions that are 7 digits and start with the numbers 7 or 8, set this option to ^(7|8)\d{6}$.

>> Back to Top

teamcommunicator.voice.single-step-transfer.exclude-numbers

Default Value:
Valid Values: A regular expression.
Changes Take Effect: When the session is started or restarted.
Dependencies: expression.phone-number.supported-characters

Specifies the format for a phone number to exclude on single-step transfer. The check is done after Workspace applies a clean-up on the phone number the agent entered in Team Communicator based on the expression.phone-number.supported-characters option. For example, to exclude extensions that are 7 digits and start with the numbers 7 or 8, set this option to ^(7|8)\d{6}$.

>> Back to Top

teamlead.monitorable-routing-points

Default Value: No default value
Valid Values: A comma-separated list of routing points (<DN Number>@<switch>).
Changes Take Effect: When a session is started or restarted.
Introduced: 8.5.202.34
Related Options: privilege.teamlead.can-monitor-routing-point

Specifies the list of routing points that a supervisor can monitor.

>> Back to Top

teamlead.monitoring-cross-site-based-on-activity-enabled

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.24

Specifies if cross-site monitoring is enabled and if agent presence is evaluated to select the device to be monitored for a remote agent. If this option is set to true, the monitoring request is started on the device where the remote agent is currently logged in.

>> Back to Top

teamlead.monitoring-scope

Default Value: call
Valid Values: Select a value from the following list: agent, call
Changes Take Effect: When the session is started or restarted.


Specifies the scope of monitoring that is to be used for voice interactions. If the value call is specified, the supervisor remains on the call until it is finished. This mode enables barge-in. If the value agent is specified, the system disconnects the supervisor automatically from the call when the monitored agent leaves the call. In this mode, the barge-in operation is not possible.

>> Back to Top

teamlead.myagents.enabled-channels

Default Value: voice,chat,email
Valid Values: A comma-separated list of channel names from the following list: voice, chat, email.
Changes Take Effect: When the session is started or restarted.


Specifies the available media in the My Agents view. Workspace displays the channels in the order in which they appear in the list.

>> Back to Top

teamlead.myagents.refresh-rate

Default Value: 30
Valid Values: Valid values are 0 or integer values between 5 and 5000.
Changes Take Effect: When the session is started or restarted.


Defines the frequency in seconds to refresh the list of users. When set to 0, no automatic refresh is applied and the refresh must be done manually.

>> Back to Top

toast.case-data.content

Default Value: History,CaseData
Valid Values: One or more values from the following list: History, CaseData>
Changes Take Effect: When the session is started or restarted.
Dependencies: toast.case-data.format-business-attribute

Specifies the content of the Case Information area in the toast interaction preview. The CaseData key enables the display of the attached data that is defined by the toast.case-data.format-business-attribute option. The History key enables the display of interaction history information. The order in which the values are specified defines the order of the Case Data and History information in the Case Information area. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

toast.case-data.format-business-attribute

Default Value:
Valid Values: Valid name of a Business Attribute
Changes Take Effect: When the session is started or restarted.


Specifies the name of the Business Attribute that contains the Business Attribute Values that are used to filter and render attached data in the toast interaction preview.

You can define the display order of Business Attribute Values by creating an interaction-workspace section in the annex of the Business Attribute, then add the toast.case-data.order option. Use this option to specify a comma-separated list of Business Attributes Value Names that define the order of the Business Attribute Values. The Attributes Values that are not listed in option toast.case-data.order are put at the bottom of the list.

This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

toast.window-title

Default Value: ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
Valid Values: $Window.Title$,$Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$,$Interaction.CaseId$,$Interaction.MainParty$,$Contact.X$,$AttachedData.Y$ (X: name of contact attribute, Y: attached data key name).
Changes Take Effect: When the session is started or restarted.


Defines the title of the Toast window by specifying a string that contains the following field codes:$Window.Title$,$Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$,$Interaction.CaseId$,$Interaction.MainParty$,$Contact.X$,$AttachedData.Y$ (X: name of contact attribute, Y: attached data key name). If all field codes are empty, the following field codes are used: '$Window.Title$ - $Interaction.MainParty$'.

>> Back to Top

twitter.auto-answer

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether a Twitter interaction is automatically accepted when an Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

twitter.default-queue

Default Value: Twitter Outbound Init Queue
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the queue in which outbound interactions are first created. This name must be identical to the name of the default queue in the configuration layer.

>> Back to Top

twitter.outbound-queue

Default Value: Twitter Outbound Queue
Valid Values: A valid name of a Script of type Interaction Queue.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the queue in which an outbound interaction is to be placed when an agent has completed editing it.

>> Back to Top

twitter.ringing-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the path of the sound file Workspace plays when a Twitter interaction is ringing. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

views.CaseSideRegion.activate-order

Default Value: ContactView,SRLView,KnowledgeView,CoBrowseView,WebActivityView
Valid Values: A comma-separated list of valid view names from the following list (plus the custom views specified with the section names in the interaction.web-content option): ContactView,SRLView,KnowledgeView,CoBrowseView,WebActivityView,...
Changes Take Effect: When the session is started or restarted.
Dependencies: interaction.web-content

Specifies, in order of precedence, the view selected by default in the Case Side Region. The default view is the first configured view, if visible; otherwise, it's the second configured view, if visible, and so on. If this option is not configured, then the default setting is used. If you do not specify all the options, then the default order is used, except where an item order is specified.

>> Back to Top

views.CaseSideRegion.order

Default Value: KnowledgeView,CoBrowseView,WebActivityView,ContactView,SRLView
Valid Values: A comma-separated list of valid view names from the following list (plus the custom views specified with the section names in the interaction.web-content option): KnowledgeView,CoBrowseView,WebActivityView,ContactView,SRLView,...
Changes Take Effect: When the session is started or restarted.
Dependencies: interaction.web-content

Specifies the order (left to right, top to bottom) in which the views are displayed in the Case Side Region. If this option is not configured, then the default ordering is used. If you do not specify all the options, then the default setting is used for any item not specified.

>> Back to Top

views.ContactRegion.activate-order

Default Value: ContactInformationView,ContactHistoryView
Valid Values: A comma-separated list of valid view names from the following list: ContactInformationView, ContactHistoryView
Changes Take Effect: When the session is started or restarted.


Specifies, in order of precedence, the view selected by default view in the Contact region. (The default view is the first configured view, if visible; otherwise, it's the second configured view, if visible, and so on). If this option is not configured, then the default setting is used. If you do not specify all the options, then the default order is used, except where an item order is specified.

>> Back to Top

views.ContactRegion.order

Default Value: ContactInformationView,ContactHistoryView
Valid Values: A comma-separated list of valid view names from the following list: ContactInformationView , ContactHistoryView
Changes Take Effect: When the session is started or restarted.


Specifies the order (left to right, top to bottom) in which the views are displayed in the Contact Region. If this option is not configured, then the default ordering is used. If you do not specify all the options, then the default setting is used for any item not specified.

>> Back to Top

views.HistoryInteractionDetailsRegion.activate-order

Default Value: ContactInteractionDetailView,ContactInteractionNotePadView,StaticCaseDataView
Valid Values: A comma-separated list of valid view names from the following list: ContactInteractionDetailView, ContactInteractionNotePadView, StaticCaseDataView
Changes Take Effect: When the session is started or restarted.


Specifies, in order of precedence, the view selected by default view in the History Interaction Details Region. (The default view is the first configured view, if visible; otherwise, it's the second configured view, if visible, and so on). If this option is not configured, then the default setting is used. If you do not specify all the options, then the default order is used, except where an item order is specified.

>> Back to Top

views.HistoryInteractionDetailsRegion.order

Default Value: ContactInteractionDetailView,ContactInteractionNotePadView,StaticCaseDataView
Valid Values: A comma-separated list of valid view names from the following list (plus the custom views specified with the section names in the: ContactInteractionDetailView, ContactInteractionNotePadView, StaticCaseDataView
Changes Take Effect: When the session is started or restarted.


Specifies the order (left to right, top to bottom) in which the views are displayed in the History Interaction Details Region. If this option is not configured, then the default ordering is used. If you do not specify all the options, then the default setting is used for any item not specified.

>> Back to Top

views.InteractionDetailsRegion.activate-order

Default Value: ContactInteractionNotePadView,DispositionView
Valid Values: A comma-separated list of valid view names from the following list: ContactInteractionNotePadView, DispositionView
Changes Take Effect: When the session is started or restarted.


Specifies, in order of precedence, the view selected by default view in the Interaction Details Region. (The default view is the first configured view, if visible; otherwise, it's the second configured view, if visible, and so on). If this option is not configured, then the default setting is used. If you do not specify all the options, then the default order is used, except where an item order is specified.

>> Back to Top

views.InteractionDetailsRegion.order

Default Value: DispositionView,ContactInteractionNotePadView
Valid Values: A comma-separated list of valid view names from the following list: DispositionView, ContactInteractionNotePadView
Changes Take Effect: When the session is started or restarted.


Specifies the order (left to right, top to bottom) in which the views are displayed in the Interaction Details Region. If this option is not configured, then the default ordering is used. If you do not specify all the options, then the default setting is used for any item not specified.

>> Back to Top

views.MyWorkspaceRegion.activate-order

Default Value: DashboardView,MyChannelsView,MyAgentsView,MyCampaignsView,MyHistoryView,CustomMyStatReportView,CustomCcReportView
Valid Values: A comma-separated list of valid view names from the following list (plus the custom views specified with the section names in the workspace.web-content option): MyChannelsView, MyCampaignsView, MyHistoryView, CustomMyStatReportView, CustomCcReportView, and so on.
Changes Take Effect: When the session is started or restarted.
Dependencies: workspace.web-content

Specifies, in order of precedence, the view selected by default view in the My Workspace Region. The default view is the first configured view, if visible; otherwise, it's the second configured view, if visible, and so on. If this option is not configured, then the default setting is used. If you do not specify all the options, then the default order is used, except where an item order is specified.

>> Back to Top

views.MyWorkspaceRegion.order

Default Value: MyChannelsView,MyAgentsView,MyCampaignsView,MyHistoryView,DashboardView,CustomMyStatReportView,CustomCcReportView
Valid Values: A comma-separated list of valid view names from the following list (plus the custom views specified with the section names in the workspace.web-content option): MyChannelsView,MyCampaignsView,MyHistoryView,CustomMyStatReportView,CustomCcReportView,...
Changes Take Effect: When the session is started or restarted.
Dependencies: workspace.web-content

Specifies the order (left to right, top to bottom) in which the views are displayed in the My Workspace Region. If this option is not configured, then the default ordering is used. If you do not specify all the options, then the default setting is used for any item not specified.

>> Back to Top

views.WorkbinInteractionDetailsRegion.activate-order

Default Value: ContactInteractionDetailView,ContactInteractionNotePadView,StaticCaseDataView
Valid Values: A comma-separated list of valid view names from the following list: ContactInteractionDetailView, ContactInteractionNotePadView, StaticCaseDataView
Changes Take Effect: When the session is started or restarted.


Specifies, in order of precedence, the view selected by default view in the Workbin Interaction Details Region. The default view is the first configured view, if visible; otherwise, it's the second configured view, if visible, and so on. If this option is not configured, then the default setting is used. If you do not specify all the options, then the default order is used, except where an item order is specified.

>> Back to Top

views.WorkbinInteractionDetailsRegion.order

Default Value: ContactInteractionDetailView,ContactInteractionNotePadView,StaticCaseDataView
Valid Values: A comma-separated list of valid view names from the following list: ContactInteractionDetailView, ContactInteractionNotePadView, StaticCaseDataView
Changes Take Effect: When the session is started or restarted.


Specifies the order (left to right, top to bottom) in which the views are displayed in the Workbin Interaction Details Region. If this option is not configured, then the default ordering is used. If you do not specify all the options, then the default setting is used for any item not specified.

>> Back to Top

voice.auto-answer

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the application is started or restarted.


Specifies whether a voice interaction is automatically answered when a EventRinging message is received. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

voice.auto-answer.is-enabled-on-already-in-call

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the application is started or restarted.


Specifies whether a voice interaction is automatically answered if there is other active call(s) (used only with voice.auto-answer set to true). This option can be overridden by a routing strategy as described in Deployment Guide.

>> Back to Top

voice.caller-id.key-name

Default Value: IW_SelectedCallerId
Valid Values: An attached data key name (string)
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.34

Specifies the key name of the attached data that contains the selected caller id information.

>> Back to Top

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

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Specifies if the voice channel should be canceled its After Call Work status when the agents switches from After Call Work to Ready or Not Ready during a business call. This option is specific to SIP Server environment.

>> Back to Top

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

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Specifies if the voice channel should be forced to its former status when the agent marks the voice interaction as 'done' while his voice channel is in After Call Work status.

>> Back to Top

voice.clear-conference-on-release

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


When this option is set to true, the conference call is cleared (all the parties in the conference are released) when the last agent leaves the conference.

>> Back to Top

voice.consultation.merge-attached-data-to-main

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When this option is set to true, any attached data specific to the consultation (for example those defined in a corporate favorite) is merged to the main interaction.

>> Back to Top

voice.enable-dtmf-tone

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When this option is true, a tone is played when the agent selects a DTMF key.

>> Back to Top

voice.floating-interaction-mode.auto-collapse

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When this option is set to true, new floating voice interactions will automatically be collapsed. When this option is set to false, new floating voice interactions will not be collapsed.

>> Back to Top

voice.hold-active-call-on-make-call

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether the active call is turned to hold before placing an independent call. When disabled, the make call operation isn't available when there is a call on hold.

>> Back to Top

voice.hold-indicator-timer

Default Value: 30,60
Valid Values: An integer for the number of seconds before Workspace displays the warning indicator and an integer for the number of seconds before Worksapce displays the alarm indicator.
Changes Take Effect: When the session is started or restarted.


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.

>> Back to Top

voice.mark-done-on-release

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies if an interaction should be closed automatically if a Release message is received. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

voice.prompt-for-end

Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies whether Workspace displays a confirmation message when the agent clicks End. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

voice.reject.counter-key-name

Default Value:
Valid Values: A key name.
Changes Take Effect: When the session is started or restarted.


The key that is used to populate a counter in attached data when a call is rejected. This option can be overridden by a routing strategy as described in this Deployment Guide.

>> Back to Top

voice.ringing-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the path of the sound file Workspace plays when a voice interaction is ringing. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

voice.use-caller-id-display-name

Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.04

Enables the Caller Id Display Name and allows it to be used when caller id is used. This feature requires that the value of the SIP Server TServer/use-display-name option be set to true. The Caller Id Display Name should be the display name of the caller ID in business attribute value specified by the intercommunication.voice.make-call-caller-id-business-attribute option.

>> Back to Top

voicemail.access-number

Default Value:
Valid Values: Any Valid DN.
Changes Take Effect: When the session is started or restarted.


Specifies the number to call to access your voicemail system.

>> Back to Top

voicemail.notification-types

Default Value: personal, public
Valid Values: A comma-separated list of action names from the following list: personal, public
Changes Take Effect: When the session is started or restarted.


Specifies the types of voicemail boxes included in the count of unread voicemail messages in the Main Window. personal refers to the voicemail box that is identified as the personal voicemail box of the agent; public refers to the group voicemail boxes to which the agent has access.

>> Back to Top

voicemail.request-timeout

Default Value: 1
Valid Values: A positive integer value.
Changes Take Effect: When the session is started or restarted.


Specifies the time, in seconds, to wait for voicemail messages from Feature Server. If no voicemail messages are received during this timeout, a request is sent to Feature Server to get them.

>> Back to Top

web-rtc.enable-dtmf-tone

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


When the value of this option is true, a tone is played when the agent selects a DTMF key.

>> Back to Top

web-rtc.gateway-uri

Default Value:
Valid Values: A valid URI.
Changes Take Effect: When the session is started or restarted.


Specifies the host for the WebRTC gateway.

>> Back to Top

web-rtc.identifier.x-last-digit-displayed

Default Value: 10
Valid Values: A positive integer.
Changes Take Effect: When the session is started or restarted.


Specifies the number of digits of the WebRTC identifier to display in Workspace. The WebRTC identifier is generated based on the user ID — for example, a user ID of a78b5fc6bc7742fb9802958c985098e3 is converted to 977898510299698997742102989802958999850981013. You can use this option to make the number a more user-friendly size when it's displayed in the interaction for the toolbar, parties in Case Information, and in Team Communicator. For example, if you leave the option at the default value, the WebRTC identifier above would be displayed as 9850981013 in Workspace.

>> Back to Top

web-rtc.phone-number-prefix

Default Value:
Valid Values: Any string
Changes Take Effect: When the session is started or restarted.


Specifies the prefix that is used for the phone number that is dynamically created for WebRTC.

>> Back to Top

web-rtc.quality-alert-timeout

Default Value: 30
Valid Values: A positive integer value.
Changes Take Effect: When the session is started or restarted.


Time in seconds that passes before an alert is displayed to notify that timeout occurred during a test call.

>> Back to Top

web-rtc.quality.score.key-name

Default Value: callQualityScore
Valid Values: The name of a UserEvent valid key.
Changes Take Effect: When the session is started or restarted.


Specifies the key in the UserEvent that Workspace should use for the call quality score set by the agent. The agent only provides this score if the WebRTC API detects low quality of audio for the call.

>> Back to Top

web-rtc.quality.statistics.key-name

Default Value: callQualityStatistics
Valid Values: The name of a UserEvent valid key.
Changes Take Effect: When the session is started or restarted.


Specifies the key in the UserEvent that Workspace should use for the call quality statistics it receives from the WebRTC API.

>> Back to Top

web-rtc.request-quality-interval

Default Value: 5
Valid Values: A positive integer
Changes Take Effect: When the session is started or restarted.


Specifies the interval, in seconds, to request audio call quality from the Genesys WebRTC JavaScript API.

>> Back to Top

web-rtc.ringing-bell

Default Value:
Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
Changes Take Effect: When the session is started or restarted.


Specifies the voice channel ringing sound-configuration string. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:

  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound
>> Back to Top

web-rtc.stun-uri

Default Value:
Valid Values: A valid URI.
Changes Take Effect: When the session is started or restarted.


The URI to STUN server.

>> Back to Top

web-rtc.troubleshooting.enable-feedback

Default Value: true
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.


Enables WebRTC to send a user event that contains diagnostic information.

>> Back to Top

web-rtc.turn-password

Default Value:
Valid Values: A valid password
Changes Take Effect: When the session is started or restarted.


The passowrd for the TURN server.

>> Back to Top

web-rtc.turn-uri

Default Value:
Valid Values: A valid URI.
Changes Take Effect: When the session is started or restarted.


The URI to TURN server.

>> Back to Top

web-rtc.turn-username

Default Value:
Valid Values: A valid username.
Changes Take Effect: When the session is started or restarted.


The username for the TURN server.

>> Back to Top

webme.allowed-domains

Default Value: *
Valid Values: A comma-separated list of domains which could be shown in page frame to agent.
Changes Take Effect: When the session is started or restarted.


Limits agent access to only those domains which are included in the list. Provided in order to protect agents from opening non-secure websites.

>> Back to Top

webme.auth-scheme

Default Value: none
Valid Values: none, basic
Changes Take Effect: When the session is started or restarted.


Specifies the HTTP authentication scheme used to provide for secure browser history requests to the Web Engagement Server.

>> Back to Top

webme.initial-pages-limit

Default Value: 10000
Valid Values: An integer value greater than 0.
Changes Take Effect: When the session is started or restarted.


Specifies number of pages which will be loaded in web activity initially from history.

>> Back to Top

webme.password

Default Value:
Valid Values: A valid password.
Changes Take Effect: When the session is started or restarted.


Specifies the password used to authenticate browser history requests to the Web Engagement Server.

>> Back to Top

webme.update-activity-timeout

Default Value: 3
Valid Values: An integer value greater than or equal to 0.
Changes Take Effect: When the session is started or restarted.


Specifies the duration, in seconds, between update requests.

>> Back to Top

webme.url

Default Value:
Valid Values: Valid HTTP URL.
Changes Take Effect: When the session is started or restarted.


Specifies the path to the Web Engagement Server URL of the Web Engagement cluster. Typically it is the URL of the load balancer. For example: http://[host]:[port]/webme

>> Back to Top

webme.user-id

Default Value:
Valid Values: A valid user ID.
Changes Take Effect: When the session is started or restarted.


Specifies the user ID used to authenticate browser history requests to the Web Engagement Server.

>> Back to Top

webme.useSecuredHistoryAPI

Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.


Specifies type of Web Engagement History API service.

>> Back to Top

workbin.email.draft

Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the workbin to be used to store draft email.

>> Back to Top

workbin.email.draft.displayed-columns

Default Value: To,Subject,Submitted
Valid Values: A comma separated list of Interaction Server interaction properties, for example: To,Subject,Submitted
Changes Take Effect: When the session is started or restarted.


Specifies the list of interaction fields displayed as columns in the workbin that stores draft email.

>> Back to Top

workbin.email.in-progress

Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.


The name of the workbin that is to be used to store inbound email for later processing, after an agent explicitly saved the email or submitted an outbound reply.

>> Back to Top

workbin.email.in-progress.displayed-columns

Default Value: From,Subject,Received
Valid Values: A comma separated list of Interaction Server interaction properties, for example: From,Subject,Received
Changes Take Effect: When the session is started or restarted.


Specifies the list of interaction fields displayed as columns in the workbin that stores inbound email for later processing.

>> Back to Top

workbin.facebook.draft

Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the workbin to be used to store draft Facebook posts.

>> Back to Top

workbin.facebook.draft.displayed-columns

Default Value: To,Subject,Submitted
Valid Values: Comma-separated list of Interaction Server interaction properties, for example: To,Subject,Submitted
Changes Take Effect: When the session is started or restarted.


The list of interaction fields that are displayed as columns of the workbin that stores Draft Facebook posts.

>> Back to Top

workbin.facebook.in-progress

Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the workbin to be used to store inbound Facebook posts for later processing, after an agent explicitely saves the Facebook post or submitted an outbound reply.

>> Back to Top

workbin.facebook.in-progress.displayed-columns

Default Value: From,Subject,Received
Valid Values: Comma-separated list of Interaction Server interaction properties, for example: From,Subject,Received
Changes Take Effect: When the session is started or restarted.


Specifies the list of interaction fields displayed as columns in the workbin that stores inbound Facebook posts for later processing.

>> Back to Top

workbin.twitter.draft

Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the workbin to be used to store draft Twitter posts.

>> Back to Top

workbin.twitter.draft.displayed-columns

Default Value: To,Subject,Submitted
Valid Values: Comma-separated list of Interaction Server interaction properties, for example: To,Subject,Submitted
Changes Take Effect: When the session is started or restarted.


Specifies the list of interaction fields displayed as columns in the workbin that stores draft Twitter posts.

>> Back to Top

workbin.twitter.in-progress

Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the workbin to be used to store inbound Twitter posts for later processing, after an agent explicitely saved the Twitter post or submitted an outbound reply.

>> Back to Top

workbin.twitter.in-progress.displayed-columns

Default Value: From,Subject,Received
Valid Values: Comma-separated list of Interaction Server interaction properties, for example: From,Subject,Received
Changes Take Effect: When the session is started or restarted.


Specifies the list of interaction fields displayed as columns in the workbin that stores inbound Twitter posts for later processing.

>> Back to Top

workbin.<media-type>.<workbin-nickname>

Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the workbin to be used to store interactions of a particular workitem media type. Agents can open interactions from this workbin but not save interactions to it.

>> Back to Top

workbin.<media-type>.<workbin-nickname>.displayed-columns

Default Value: From,To,Subject,Received
Valid Values: A comma-separated list of Interaction Server interaction properties, for example: From,Subject,Received
Changes Take Effect: When the session is started or restarted.


Specifies the list of interaction fields displayed as columns in the specified workbin.

>> Back to Top

workbin.<media-type>.in-progress

Default Value:
Valid Values: The name of a valid Script object of type Interaction Workbin that is owned by Agents.
Changes Take Effect: When the session is started or restarted.


Specifies the name of the workbin to be used to store interactions of a particular workitem media type. Agents can open interactions from this workbin but not save interactions in it.

>> Back to Top

workbin.<media-type>.in-progress.displayed-columns

Default Value: From,To,Subject,Received
Valid Values: A comma-separated list of Interaction Server interaction properties, for example: From,Subject,Received
Changes Take Effect: When the session is started or restarted.


Specifies the list of interaction fields displayed as columns in the specified workbin.

>> Back to Top

workspace.web-content

Default Value:
Valid Values: A comma separated value list of option section names that correspond to the extension views, for example: Extension1,Extension2,Extention3
Changes Take Effect: When the session is started or restarted.


The list of Web Applications that are configured to be displayed at the Workspace level. Refer to the Procedure: Enabling integration of web applications in the agent interface for information about creating web application objects in the configuration layer.

>> Back to Top

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on February 21, 2017, at 11:12.