email.reply-copy-category-id
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.132.05
Specifies whether the Category ID of the reply outbound email is copied to the parent inbound email. Note: the CategoryId of the outbound email is typically specified based on the Category of the standard response that an agent inserts in the email.
contact.history.filters-<attribute>
Section: interaction-workspace
Default Value:
Valid Values: In the key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.
Changes Take Effect: At the next contact search.
Modified: 8.5.104.15
This option can be used as a template to specify an interaction attribute name (in a key) and the associated values (in a value) that is used to automatically filter any list of interactions displayed in Contact History, My History, and Interaction Search views. Refer to Managing Contacts for more information. In a key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.
sms.transcript-enable-history-filters
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.132.05
Specifies that the value specified for the contact.history.filters-<attribute> option is used to filter the history-based part of the SMS transcript.
chat.transcript-enable-history-filters
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.132.05
Specifies that the value specified for the contact.history.filters-<attribute> option is used to filter the history-based part of the chat transcript.
voice.complete-conference-requires-connected-consultation-call
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.132.05
Specifies whether the 'Complete Conference' function requires a consultation call to the Agent to be established. When this option is set to 'false', the Agent can complete the conference regardless of consultation call state. When this option is set to 'true' it is not possible to complete a conference until the consultation call is established.
8.5.132.05
Workspace Desktop Edition Release Notes
| Release Date | Release Type | Restrictions | AIX | Linux | Solaris | Windows |
|---|---|---|---|---|---|---|
| 04/11/19 | Update | X |
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What's New
This release contains the following new features and enhancements:
- The voice.complete-conference-requires-connected-consultation-call option was introduced to prevent agents from completing a voice conference when the target of a consultation call has not yet accepted the call. (IW-15855)
- The chat.transcript-enable-history-filters and sms.transcript-enable-history-filters options have been introduced to enable filtering of the history-based part of a chat or SMS transcript, based on the value specified by the contact.history.filters-<attribute> option. (IW-15823)
- Workspace now supports Kerberos environments where the Configuration Server is configured to support usernames specified as UPN. To do so, set the option login.kerberos.agent-identification to the value upn in the interactionworkspace.exe.config configuration file. (IW-15756)
- When the value of the email.reply-copy-category-id option is set to true the CategoryId of an outbound reply is now replicated in the parent inbound email. (IW-10204)
Resolved Issues
This release contains the following resolved issues:
The chat typing preview content is now displayed correctly when the High Contrast theme is used. (IW-16006)
Agents can now right-click an image and select the Save function in HTML email interactions that have two images displayed side by side. Previously, the second image could not be saved. (IW-16003)
Workspace no longer adds extra line breaks to text that is pasted into the body of a reply email interaction. (IW-15987)
Agents can now paste into an HTML-formatted email content from a Microsoft Office application that contains images. (IW-15982)
Embedded images are no longer duplicated as attachments in emails when the format of the email body is incorrect. (IW-15980)
The Chat Typing preview area now correctly displays the last line of multi-line text being entered by a contact. Agents should hover their mouse pointer over the area to view the full preview. (IW-15977)
User identity security has been improved. (IW-15973)
System attributes, such as InteractionId, that are configured to be displayed in the interaction Case Information are now also displayed in the Details tab of the Interaction History view. (IW-15971)
In an environment where Workspace is connected to Universal Contact Server (UCS) 9.1, Workspace now inserts into UCS a single record for each voice interaction. Previously, in this kind of environment, when a call was answered by an agent while call Key-Value Pairs were updated by the back-end systems, several interaction records could be inserted in UCS for a single call. (IW-15924)
Attached data Key-Value Pairs containing single quotes, double quotes, and the vertical bar character no longer cause a display issue for interaction search results. (IW-15899)
If a contact was assigned manually during a call, the voice interaction can now be marked as Done in the Contact History. (IW-15876)
Workspace no longer attempts to log on the voice channel after it has switched to the peer SIP Server while the voice channel was in logged off state and the logoff operation was previously made from another application or device. (IW-15827)
In Cisco T-Server environments, notes edited by the transferring agent while handling the call are now correctly propagated to the target agent when the first agent completes a two-step transfer. (IW-15822)
The mandatory attribute of case information is now handled correctly. Previously, when there was no Disposition Code configured for the current interaction, it was possible to complete the interaction without setting a value for a case information key that was configured to be mandatory. (IW-15578)
Upgrade Notes
No special procedure is required to upgrade to release 8.5.132.05.