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Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of favorite names (section names) defined in the Workspace application.
Changes Take Effect: When the application is started or restarted.
Modified: (behavior description clarified)
Related Options: teamcommunicator.corporate-favorites-file

The list of corporate favorites (quick dial favorites) that are configured in Configuration Server for an Agent, Agent Group, Skill, Routing Point, Queue, Interaction Queue, or Custom Contact in the same tenant as the agent. See the Procedure: Creating Corporate Favorites for information about creating Corporate Favorite objects in the configuration layer. For operations such as transfer and conference from the Interaction Window Team Communicator, this option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy, but not for the Main Window Team Communicator.


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

Specifies whether interaction windows are docked or undocked.

  • true: Interaction windows are docked to the interaction bar. Use the interaction-bar.quick-access-modes option to specify pinned or floating mode.
  • false: Interaction windows are undocked from the interaction bar (pre-8.5.0 legacy mode).

Note: In legacy mode, the Main Window layout is the same as when Quick Access is enabled: the interaction bar is located on the right of the Team Communicator control (instead of below it, as in the 8.1.4 release), and the Supporting Views are accessible from the ‘hamburger’ menu (instead of the toolbar buttons, as in the 8.1.4 release).


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

Specifies whether the profile for visually impaired users is active. This option enables more interface elements to be focusable (accessible from keyboard navigation and mouse-over) so that they can be navigated from Screen Reader applications. Beginning with version, Workspace enables agents to enter TABs in the email composition area of outgoing email interactions by pressing the TAB key if the value of this option is set to false; to use the TAB key to step to the next control or field, agents must first press Ctrl-TAB to step out of the text composition area. To disable this feature, set the value of this option to true; agents will not be able to enter TABS in the email composition area, but they can use the TAB key to move to the next control in the tab order.


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

Specifies whether the content of the designated workbin is automatically updated on any content change. If the value of this option is set to true, search results are updated in near real-time. If the value of this option is set to false, agents must click a button to refresh search results.


Section: interaction-workspace
Default Value: Date,Contact,PhoneNumber,Duration
Valid Values: A comma-separated value list of Attribute Value names that correspond to voice calls: Date, Contact, PhoneNumber, Duration.
Changes Take Effect: When the application is started or restarted.

Specifies the list of voice call attributes that are displayed History Details view.


Section: interaction-workspace
Default Value: Value, Description
Valid Values: A comma-separated list of fields from the following list: Value, Description.
Changes Take Effect: When the application is started or restarted.

Specifies the list of fields that are used to display the Contact Attributes that can have multiple values in user interface areas such as Team Communicator, Contact Directory, and the interaction Party contextual menus. The <contact-attribute> placeholder represents the name of the contact attribute. At this time, only the PhoneNumber attribute is supported. UPDATED

Workspace Desktop Edition Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
12/17/20 General X

Helpful Links

What's New

This release contains the following new features and enhancements:

  • You can now specify how a UCS Contact is presented in Workspace user interface elements other than the Contact Profile view. To comply with Personally Identifiable Information (PII) requirements, this feature enables you to hide or mask the contact's phone number from agents. The following options are added to support this feature:

Resolved Issues

This release contains the following resolved issues:

UPDATED: The Workspace Desktop Edition Language Pack for German version can now be installed on Windows 2019. (IW-17214)

UPDATED: The robustness of Team Communicator search, Outbound Preview status, and icon management have been improved so that Workspace no longer exits unexpectedly during background processing. The robustness improvement relates to usage of the .Net ThreadPool class. If you have custom modules that rely on this class, your customization developer must also make robustness improvements to avoid similar unexpected exiting. (IW-17146)

The loading of the content of shared workbins in environments where the value of the workbin.<media-type>.<workbin-nickname>.auto-update option is false has been improved for agents who belong to multiple agent groups. Previously in this scenario, the workbin view might have been unresponsive for several seconds after the workbin content was displayed. (IW-17027)

Workspace no longer fails to start if an issue with the Windows Audio Layer prevents the internal audio module from initializing. (IW-17026)

Workspace no longer exits unexpectedly during the spelling check of the text entered by the agent in the outgoing message area of Chat and other message-based media. (IW-17025)

Workspace no longer exits unexpectedly when an agent assigns a new contact for a Chat interaction and the transcript history contains an attachment. (IW-16993)

In environments where Workspace Language Packs are installed, the focus of the login window is now set by default on the password field unless the username field is empty. (IW-16971)

Error reporting accessibility has been improved when the key-value entered in an editable field in the Case Information area has a format error. The format warning icon now has a tab stop and a meaningful message when the value of the accessibility.visual-impairment-profile option is set to true. (IW-16955)

In deployments with Interaction Server Proxy, Workspace now delivers focus time data to Interaction Server, including information about the interaction media type, allowing a proper distribution to the Reporting backend and an accurate reporting of agent focus time. (IW-16939)

In environments where the value of the interaction-bar.enable-quick-access option is set to false, the size of the interaction window no longer gets smaller after an agent opens and then cancels a consultation call. (IW-16922)

Workspace no longer attaches duplicate documents to an outgoing Email interaction when a UCS timeout occurs during interaction processing. (IW-16918)

Workspace now correctly applies overrides of the value of the teamcommunicator.corporate-favorites option in scenarios where first an agent transfers a call to another party, and then the call returns to the same agent while the form of the initial call is still open on that agent's desktop. (IW-16909)

Workspace now correctly reschedules callback interactions that were rescheduled previously. Previously, the second rescheduling might have failed when certain Key-Value pairs existed in the original rescheduled callback. (IW-16901)

In environments where Workspace is used through a Remote Desktop Protocol (RDP) connection, the Interaction Toolbar buttons no longer disappear after the RDP session disconnects then reconnects. (IW-16673)

Upgrade Notes

No special procedure is required to upgrade to release

Supported Languages

See Release 8.5.x Translation Support.

This page was last edited on May 25, 2021, at 14:12.
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