interaction.disposition.value-business-attribute
Section: interaction-workspace
Default Value: DispositionCode
Valid Values: A valid name of a Business Attribute.
Changes Take Effect: Immediately.
A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code.
Beginning with release 8.5, you can specify the display order of Business Attribute Values by creating an interaction-workspace section in the annex of the Business Attribute, and then add the interaction.disposition.order option.
This option contains a comma-separated list of Business Attributes Value Names that specifies the order of the Business Attribute Values. The Attributes Values that are not specified by the interaction.disposition.order option are put at the bottom of the list, except for the value None, which it is always the first item. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
chatserver.addp.remote-timeout
Section: interaction-workspace
Default Value: 0
Valid Values: from 0 to MAXINT
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15
Specifies the duration, in seconds, that Chat Server sends polling signals to Workspace. The value 0 means this functionality is disabled. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
chatserver.addp.local-timeout
Section: interaction-workspace
Default Value: 0
Valid Values: 0 to MAXINT
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15
Specifies the duration, in seconds, that Workspace sends polling signals to the Chat Server. The value 0 means this functionality is disabled. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
chatserver.addp.trace-mode
Section: interaction-workspace
Default Value: off
Valid Values: One value from this list: client,remote,full,off
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15
Specifies the level of logging for ADDP.
- client: Select Trace On Client Side to turn on ADDP at the client. The client application will generate ADDP-related messages in its logs.
- remote: Select Trace On Server Side to turn on ADDP at the server. The application will generate ADDP-related messages in its logs.
- full: Select Trace On Both Sides to turn on ADDP at both the client and server. The Client and server applications will both generate ADDP-related messages in their logs.
- off: Select Trace Is Turned Off to turn off ADDP tracing altogether. ADDP-related messages will not be generated.
This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
chatserver.addp.remote-timeout
Section: interaction-workspace
Default Value: 0
Valid Values: from 0 to MAXINT
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15
Specifies the duration, in seconds, that Chat Server sends polling signals to Workspace. The value 0 means this functionality is disabled. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
chatserver.addp.local-timeout
Section: interaction-workspace
Default Value: 0
Valid Values: 0 to MAXINT
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15
Specifies the duration, in seconds, that Workspace sends polling signals to the Chat Server. The value 0 means this functionality is disabled. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
8.5.104.15
Workspace Desktop Edition Release Notes
| Release Date | Release Type | Restrictions | AIX | HP-UX PA | HP-UX IPF | Linux | Solaris | Windows |
|---|---|---|---|---|---|---|---|---|
| 12/11/14 | General | X |
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New in This Release
There are no restrictions for this release. This section describes new features that were introduced in this release of Workspace Desktop Edition.
- Email Forwarding Enhancements
- Agents can now provide a comment when forwarding email interactions to external resources.
- Agents can now forward multiple “To” and “Cc” addresses when forwarding to external resources.
- You can now configure and activate the ADDP to the connection to any Chat Server. This is done by using the following new options:
- The ADDP mechanism is activated as soon as at least one of either chatserver.addp.local-timeout or chatserver.addp.remote-timeout options are set to non-zero values.
- In environments where Workspace is connected to a T-Server for GenBand CS2000 and the switch is configured in PDN mode, agents are now able to login on a Place that is configured with only one ACD Position. Previously, a Place configured with an ACD Position and an Extension was required.
Pre-requisite: The Switch object that is associated to the T-Server to which Workspace is connected must contain the key-value spl.switch-policy-label'='NortelDMS100::PDNMode in the interaction-workspace section (refer to spl.switch-policy-label in the Workspace Desktop Edition Deployment Guide). - Workspace can now correctly display the combined and detailed statuses of a multi-channel agent who is selected in Team Communicator and who is running Voice and Instant Messaging, or Instant Messaging and eServices Chat. Previously in this scenario, the statuses for Voice and Instant Messaging might have been incorrect and eServices Chat and Instant Messaging were reported as a single "chat/im" channel.
- The new Interaction Search function enables agents to search for historical customer interactions outside the context of “My History” and “Contact History”. This feature enables agents to specify and search for historical interactions in the following ways:
- By using system interaction attributes like dates, media types, status, and email addresses.
- By using business attributes stored as attached data key-value pairs.
- By using text within the email body, the web chat transcript, the subject and the notepad.
- By using the “Processed By” attribute — a supervisor can use this feature to view historical interactions handled by specific agents.
- By searching within a specific date range using the “Between” operator.
Corrections and Modifications
This release also includes the following corrections or modifications:
To improve the performance of Universal Contact Server, searches in the Contact Directory List View mode no longer accepts leading wild card characters. Leading "*" characters are now automatically removed from Contact Search requests. (IW-12237)
The error-level and warning-level options that are defined in the section that is used to assign custom presence information to Routing Points, Queues, and Interaction Queues, are now correctly taken into account. Previously, the error-level and warning-level values that were assigned to the default section that describes routing point, queue, and interaction queue presence were applied to all custom presence definitions of the same object type. (IW-10263)
You can now implement custom content in Workspace that relies on the Enterprise Services layer functions OutboundService.CancelRecord and OutboundService.DoNotCall, where the value of the AllChain attribute is set to false, meaning that only one record is affected instead of the full chain. Previously, when the value of the attribute was set to false, the full chain was cancelled. (IW-10214)
Workspace now correctly handles e-mail interactions in the following scenario:
- The current agent has the privilege to set a disposition code
- The interaction.disposition.value-business-attribute option, which specifies the Business Attribute object to use to display the list of possible disposition codes, is not defined.
(IW-10202)
Workspace now correctly handles calls that simultaneously or sequentially engage two agents, one of whom has a LoginID equal to the Extension/ACD Position number where the second agent is logged in. (IW-10194)
Agents can now activate the + control in the Case Information area by using the keyboard. This control enables agents to add a new key-value pair to the current interaction. (IW-10192)
Workspace now correctly populates the Filter drop-down menu of the Save As... dialog box that is displayed when the agent's workstation is specified as the location to save an e-mail attachment. Previously, the Filter drop-down menu was empty. (IW-10040)
Workspace now correctly displays Outbound VoIP calls that are established during campaigns that are run in Active Switch Matrix (ASM) dialing mode. Previously in this dialing mode, when the engaging call and the customer call were merged, the Outbound call window was not refreshed with the Outbound fields. (IW-9781)
If the target agent has only a SIP IM channel, or a SIP IM channel and a Genesys Chat Channel, the target agent is no longer incorrectly displayed as Ready on the Voice channel in the Team Communicator of agents who are trying to contact the target agent. (IW-2397)