Jump to: navigation, search

interaction.disposition.is-mandatory

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


Specify 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 Overriding Options by Using a Routing Strategy.

expression.url

Section: interaction-workspace
Default Value: See description.
Valid Values: A regular expression representing a URL.
Changes Take Effect: At the next interaction.
Modified: 8.5.124.08

Specifies the regular expression to identify an URL in Case Information area. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Default value = (?#Protocol)(?:(?:ht|f)tp(?:s?)\:\/\/|~/|/)?(?#Username:Password)(?:\w+:\w+@)?(?#Subdomains)(?:(?:[-\w]+\.)+(?#TopLevel Domains)(?:com|org|net|gov|mil|biz|info|mobi|name|aero|jobs|museum|travel|[a-z]{2}))(?#Port)(?::[\d]{1,5})?(?#Directories)(?:(?:(?:/(?:[-\w~!$+|.,=]|%[a-fA-F\d]{2})+)+|/)+)?(?#Query)(?:(?:\?(?:[-\w~!$+|.,*:]|%[a-fA-F\d]{2})+=(?:[-\w~!$+|.,*:=]|%[a-fA-F\d]{2})*)(?:&(?:[-\w~!$+|.,*:]|%[a-fA-F\d]{2})+=(?:[-\w~!$+|.,*:=]|%[a-fA-F\d]{2})*)*)*(?#Anchor)(?:#(?:[-\w~!$+|.,*:=]|%[a-fA-F\d]{2})*)?

keyboard.shortcut.interaction.preview.cancel-record

Section: interaction-workspace
Default Value:
Valid Values: The name of a key or a key combination that 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 application is started or restarted.


A shortcut key to cancel a record for a preview interaction. For example: F1, Ctrl+Alt+V, Ctrl+Shift+Alt+V.

voice.cancel-after-call-work-on-done

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately.
Introduced: 8.5.103.10

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.

login.store-username

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.103.10

Specifies whether the most recently used Username is stored locally in the user profile. If the value is false, the previous value is cleared.

voice.end-consultation-method

Section: interaction-workspace
Default Value: reconnect
Valid Values: reconnect, release
Changes Take Effect: At the next interaction.
Introduced: 8.5.103.10

This option is supported in SIP Server environment only.

  • reconnect: A Reconnect Call action is applied, which results in the automatic retrieval of the leg which was on hold during the consultation.
  • release: A Release Call action is applied, which releases the consultation leg while keeping the principal leg on hold. This enables agents to make a subsequent consultation call without retrieving the main party first.

This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.email.mandatory-actions

Section: interaction-workspace
Default Value: No default value
Valid Values: A comma separated list of actions from the following list: Transfer, Forward
Changes Take Effect: The next time an agent transfers and/or forwards an e-mail interaction.
Introduced: 8.5.103.10
Modified: 8.5.117.18
Related Options: interaction.disposition.is-mandatory

Some email interaction actions, such as Transfer and 'Forward as an attachment', have an uncertain final status. This option enables you to specify whether the mandatory editable case data must be completed by the agent before applying a 'Transfer' or 'Forward as an attachment' action. If Transfer and/or Forward are specified for this option, agents must complete case information that is configured as mandatory before completing one of these actions. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

8.5.103.10

Workspace Desktop Edition Release Notes

Release Date Release Type Restrictions AIX HP-UX PA HP-UX IPF Linux Solaris Windows
10/30/14 General X

Helpful Links

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.

  • Workspace now enables agents to provide a disposition code when they transfer or forward an e-mail interaction to an external recipient. Use the interaction.disposition.email.mandatory-actions option to control the behavior of this feature.
  • Workspace now supports Management Framework 8.5 in multi-language mode.
  • Applicable to SIP Server only, it is now possible to prevent automatic reconnection with a contact when a consultation call is ended. Use the voice.end-consultation-method option to control the behavior of this feature.
  • You can now configure Workspace to not automatically populate the login window with the login name of the last agent who used Workspace on the workstation. Use the login.store-username option to control the behavior of this feature.
  • You can now configure Workspace to immediately change the agent state from After Call Work (ACW) to the prior state when an agent marks a voice interaction as Done. Use the voice.cancel-after-call-work-on-done option to control the behavior of this feature.

Corrections and Modifications

This release also includes the following corrections or modifications:


Use the Recording - Can Control Call Recording privilege to enable agents to start, pause, resume, and stop call recording in MSML-based recording environments. Previously, all recording control capabilities were enabled as soon as the MSML-based Recording - Can Use privilege was granted to an agent. (IW-10029)


The keyboard shortcut for the Decline - Do not call this contact for this campaign function, which is defined by the value of the keyboard.shortcut.interaction.preview.cancel-record option, now functions correctly in Workspace. (IW-10016)


Workspace no longer displays empty lines for HTML e-mail interactions that contain improperly formed TABLE tags. (IW-9930)


The value specified for the expression.url option is now correctly applied. Workspace displays the correct active URL in the Case Data detail tab of an interaction that is selected in a Workbin, in the Contact History view, or in the My History view. Previously, for interactions that were not previously processed by a Workspace application instance, the default value of the option was applied instead of the specified value. (IW-9914)


The <PRE> HTML tag is now correctly interpreted by Workspace when it displays an inbound HTML e-mail interaction. Workspace no longer attempts to transform and display the content of these tags. (IW-9903)


In environments that are configured to represent the Disposition Code by an Outbound Field and where the values of the interaction.disposition.is-mandatory are set to true, the disposition code is now correctly updated in Outbound Contact Server Database when the agent populates it after the call is released. (IW-9883)


Nested tables in inbound rich text e-mail interactions are now displayed correctly. Previously, nested tables were truncated if the child table had a width attribute that was set to a larger value than the width attribute of the parent table. (IW-9820)


In HTML e-mail interactions that are sent from Workspace, empty lines are now represented with the same style as in the previous paragraph. Previously, when the e-mail message was received by the target (contact), the height of the empty lines was smaller than it was in the Workspace outbound e-mail editor. (IW-9761)


In SIP Business Continuity environments where agents have only one Place configured with the DNs of the preferred and peer SIP Server, and Agent DNs are configured as ACD Positions, the presence of those agents is now correctly displayed in the Team Communicator of other agents in the contact center. (IW-9377)


In ClickOnce deployment environments, the name of the Workspace application shortcut that is installed on the workstation desktop, in the Start menu, and the application record in the Add/Remove program of the Control Panel is now based on the ClickOnce Application Name that you define in the Deployment Manager Wizard or in Console mode. Previously, the application was named Interaction Workspace. (IW-8021)


Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on September 12, 2017, at 06:54.