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Section: interaction-workspace
Default Value: -1
Valid Values: -1, 0, or any positive integer.
Changes Take Effect: At the next interaction.

Specifies whether agents in Preview, Push preview, and Reschedule preview campaigns can manually dial a record (-1), have the call auto-dialed as soon as the record is accepted (0), or have the call auto-dialed after a specified number of seconds. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.


Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately.

If the value false is specified, agents must manually change their state from After Call Work to some other status. If the value true is specified, the After Call Work state is changed to the former status when an agent clicks Done.


Section: interaction-workspace
Default Value: untimed
Valid Values: untimed, repeat, or deny
Changes Take Effect: Immediately

In SIP Server environments, specifies the action to be performed if an agent repeatedly requests the After Call Work (ACW) status. This does not apply to the IM channel which is always untimed.

  • untimed: Sets an untimed ACW period (this is the default behavior for Workspace).
  • repeat: Allows an agent to extend the ACW period.
  • deny: Does not allow an agent to extend the current ACW period.


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

Specifies whether secure connection should be used for the communication between Workspace and Screen Recording Client.


Section: interaction-workspace
Default Value: 443
Valid Values: A valid TCP/IP port number.
Changes Take Effect: When the application is started or restarted.

Specifies the port on which Screen Recording Client listens for credentials. The value of this option should be set to 443.


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

When set to true, Workspace reports to the Genesys back-end the time, in seconds, when an interaction had the focus. When set to false, nothing is reported.


Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: The next time an interaction containing a hyperlink is displayed.
Related Options: accessibility.visual-impairment-profile

Specifies whether processing and presenting hyperlinks in email, chat, SMS, and MMS as active elements should be disabled or enabled. Some screen readers cause Workspace to become unresponsive when processing active hyperlinks.


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

(For Alcatel 4400/OXE switch only) Specifies whether or not the queue that is used on login is also used for the queue on logout.

  • If this option is set to true, Supervisors must refine their Place/Channel information to None before selecting Exit.
  • If this option is set to false, Supervisors are not required to refine their Place/Channel information to log out correctly.

Workspace Desktop Edition Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
02/28/18 Update X

Helpful Links

What's New

This release contains the following new features and enhancements:

  • The rich text email editor Font menu now displays the full list of fonts available on the agent workstation. Previously, only one font per font family was displayed.
  • Screen Reader applications can now read the names of colors inside the email Rich Text Editor color Picker control.
  • Agents can now press the Enter key to insert a selected standard response into an email, chat, or other text-based interaction.
  • It is now possible to sort the content of an 'auto-update' workbin based on a column containing integer values. For that purpose, the key-value pair 'interaction-workspace/display-type'='int' must be specified in the annex of the Business Attribute Value corresponding to that column in the Business Attribute "Interaction Custom Properties". Previously those columns were sorted as strings.
  • On an Alcatel 4400 / OXE switch, a Supervisor can now fully log out of the voice channel when exiting Workspace if the value of the logout.voice.use-login-queue-on-logout option is set to true. Previously, when a supervisor specified a queue when logging in the application, the supervisor was only partially logged out from the voice channel.

Resolved Issues

This release contains the following resolved issues:

In accessibility mode, you can now prevent hyperlinks from being active in email, chat, and SMS interactions by setting the value of the accessibility.disable-hyperlinks option to true. When set to false, Workspace might become unresponsive when screen readers like JAWS try to read active hyperlinks. (IW-15270)

When a chat contact leaves the chat session while the handling agent is transferring the chat interaction to another agent, the chat interaction view now automatically closes on the transferring agent side. Previously in this scenario, the transferring agent had to manually close the chat form when the destination agent had accepted the transfer, which resulted in an incorrect calculation of the focus time for the transferring agent (when the value of the reporting.case.report-case-in-focus-duration option is set to true). (IW-15249)

The capability to display the chat history with the contact in the current chat transcript now behaves correctly when the chat is distributed to an agent before any message is added to the transcript. (IW-15220)

In Team Communicator, the text describing the status of an Interaction Queue based on Statistic Server information is now correctly displayed. (IW-15206)

Workspace now displays a horizontal scrollbar when it displays an inbound HTML formatted email containing a wide embedded image combined with some in-line text. (IW-15197)

When the tree view is used for Disposition codes, category folders that contain search result matching values are now open by default. Previously, only the top-level category folders opened automatically. (IW-15163)

SMS Session interactions are no longer being switch to off-line status when they are transferred by an agent to an interaction queue. (IW-15160)

The accessibility and keyboard navigation of the Workbin view has been improved. (IW-15155)

In the Case Information area, agents can now read the full value of an editable string. Previously, the agent had to scroll into the text editor control to read the full content of a string that did not fit into the editor width. (IW-15154)

Error messages that are displayed when the rescheduling of an Outbound campaign fails can now be localized. (IW-15141)

Workspace now correctly displays inbound email interactions that contain tables where the column width is specified as a percentage. (IW-15116)

When email interactions are opened from the History, Workspace no longer removes functional key-value pairs from the email. Previously, keys such as ‘_ContainsAttachment’ and '_AttachmentsSize' were removed. (IW-15115)

For inbound email interactions, when an agent selects a piece of text that ends with a partial hyperlink, this hyperlink no longer opens automatically when the selection is completed. (IW-15109)

The email rich text editor now applies the correct default font (the last font used by the agent) when the agent switches from plain text to HTML mode. (IW-15104)

Workspace no longer becomes unresponsive when it processes Case Information data. (IW-15097)

The default values of the screen-recording.client.port and screen-recording.client.secure-connection options in the Workspace Desktop Edition application template have been changed so that, by default, communication with the Screen Recording Service is secured. (IW-15094)

HTML email interactions that contain very wide tables are now handled better. A horizontal scrollbar is displayed and the tables are no longer truncated. (IW-15092)

When Workspace is configured and used to display interactions in separate, maximized interaction windows, the width of the left side of the interaction window now stays fixed when the agent switches between the vertical tabs on the right side of the interaction window. Previously, switching between tabs, such as the Responses view and the Information view, could cause the left side of the interaction window to increase or decrease in width. (IW-15071)

For SIP Server environments, you can now fine-tune the behavior of Workspace when agents try to set their status to After Call Work (ACW) while they are already in that state. Use the voice.after-call-work-extension option to repeat the ACW duration, deny the ACW extension or allow an untimed ACW. Previously, in this scenario, agents were placed into untimed ACW. (IW-15038)

The accessibility of email handling has been improved. For example, the focus is now automatically set on the subject of the inbound email as soon as it is displayed, which means the screen reader will start reading the email subject without waiting for the agent to press the Tab key multiple times anymore. (IW-15016)

If the value of the voice.cancel-after-call-work-on-done option is set to true, calls distributed to agents that are then diverted due to no answer no longer cause the After Call Work status to be canceled. (IW-15014)

Clicking multiple times on the Accept button of an Interaction Preview no longer causes an error message to be displayed. (IW-14975)

The timer specified by the outbound.timed-preview-auto-dial option is now paused while the agent handles another call and is resumed when the other call is ended. Previously, the timer continued to run, which could result in the second call being put on hold when the timer expired and the outbound call was dialed. (IW-14931)

When the My Statistics view is navigated with a screen reader application, active alerts are now correctly read along with the corresponding statistic values of the Agent Groups to which the agent belongs. (IW-14925)

The Rich Text Email Editor now behaves as expected when the cursor is placed at the beginning of the text, and then font type, size, or format is changed using either the toolbar or keyboard shortcuts. (IW-14704)

Upgrade Notes

No special procedure is required to upgrade to release

This page was last edited on February 28, 2018, at 14:52.
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