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disaster-recovery.restore-agent-state

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.106.19

Specifies whether Workspace should restore last agent state after logging on to the reserved SIP Server HA pair after the current SIP Server HA pair fails.

expression.email-address

Section: interaction-workspace
Default Value: \w+([-+.]\w+)*@\w+([-.]\w+)*\.\w+([-.]\w+)*
Valid Values: A regular expression
Changes Take Effect: At the next interaction.


Specifies the regular expression to identify an e-mail address in the chat or SMS transcript. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

sms.transcript-time-frame

Section: interaction-workspace
Default Value: 24
Valid Values: A positive integer value.
Changes Take Effect: At the next interaction.


Specifies the range of time, in hours, in which to search for previous interactions by the same contact to populate the SMS transcript from the contact history. A value of 0 means nothing is added to the contact history.

login.prompt-place

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


Specifies whether the agent must enter a Place or a PlaceGroup name in the login window.

<media-type>.auto-answer.enable-reject

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Dependencies: <media-type>.auto-answer, <media-type>.auto-answer.timer
Introduced: 8.5.105.12

When the <media-type>.auto-answer option with matching media type is set to true and <media-type>.auto-answer.timer is greater than 0, this option specifies if the reject button should be enabled when the corresponding privilege is granted. Privilege InteractionWorkspace.Voice.canRejectCall, or InteractionWorkspace.<media-type>.canDecline for open media. Note that for outbound push-preview interactions, the applicable option is 'outbound.push-preview.auto-answer.enable-reject'. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

<media-type>.auto-answer.timer

Section: interaction-workspace
Default Value: 0
Valid Values: any integer greater or equal to 0
Changes Take Effect: At the next interaction.
Dependencies: <media-type>.auto-answer
Introduced: 8.5.105.12
Related Options: outbound.push-preview.auto-answer.timer

When the <media-type>.auto-answer option with matching media type is set to true, this option specifies the time in seconds after which the incoming interactions of this type is automatically answered. A value of 0 means immediate auto-answer. Note that for outbound push-preview interactions, the applicable option is outbound.push-preview.auto-answer.timer. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

<media-type>.auto-answer

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


Specifies whether a workitem interaction of the specified type is accepted automatically when an Interaction Server Invite event is received. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

spellchecker.sms.prompt-on-send

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: At the next interaction.
Introduced: 8.5.105.12

Specify whether you want agents to be prompted when they click Send if there are misspelled words in an SMS message.

spellchecker.chat.prompt-on-send

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.105.12

Specify by whether you want agents to be prompted when they click Send if there are misspelled words in a chat.

spellchecker.email.prompt-on-send

Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: At the next interaction.
Introduced: 8.5.105.12

Specify whether you want agents to be prompted when they click Send if there are misspelled words in an email.

8.5.105.12

Workspace Desktop Edition Release Notes

Release Date Release Type Restrictions AIX HP-UX PA HP-UX IPF Linux Solaris Windows
02/12/15 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 Desktop Edition now supports VMWare Horizon (View) version 6.
  • To optimize UCS and Database performance in large scale environments and systems where the contact segmentation is enabled (refer to: Managing Contacts), the following new option has been added to enable you to specify which contact search mode(s) is enabled, List View and/or Grid View: contact.directory-enabled-modes. Genesys recommends setting the value of this option to ListView in these scenarios.
  • The performance of the Workbin view has been improved, particularly with respect to bulk updates of workbin content.
  • Workspace can now be configured to display a confirmation message to agents when they attempt to send an outbound email interaction, chat message, or SMS message that contains misspelled word(s). The following options have been added to control this behavior:
  • Agents can now insert standard response text and associated populated field codes by double-clicking or by using the contextual menu on the name of a standard response.
  • In environments where auto-answer is configured for one or more media channels, Workspace can now be configured to display the Interactive Preview notification for an inbound interaction for a specified time before the interaction is automatically accepted. The following options have been added to control this feature; they are applicable if the value of the <media-type>.auto-answer option is set to true:


Corrections and Modifications

This release also includes the following corrections or modifications:


Workspace no longer exits unexpectedly when attempting to display an HTML formatted email that contains a very deep hierarchy of <DIV> tags (for example, greater than 200 levels of nested <DIV> tags). (IW-10615)


In a Business Continuity environment, if the value of the login.prompt-place option is set to true, a blank window is no longer displayed when an agent selects Logoff and then Logon on the voice channel of My Channel view or from the global Status menu. (IW-10609)


If the E-Mail - Can Add Attachments privilege is not granted, agents can no longer add a file attachment by using drag and drop. (IW-10598)


In Cisco environments, agents can now perform instant transfer, instant conference, and start a voice consultation on calls received from an Asynchronous Switching Matrix type of outbound campaign or received through a two-step transfer from another T-Server. (IW-10572)


The transcript of an SMS session that is populated according to the value specified by the sms.transcript-time-frame option is now correctly ordered in descending order by date of message. Previously in this scenario, the messages were grouped by thread and the thread order might not have been time-based, depending on the settings in the UCS database. (IW-10564)


In SIP Business Continuity environments where an agent is configured to handle Push Preview outbound campaigns, Workspace now correctly restores the state of the outboundpreview channel after the switch-over to the peer SIP Server. (IW-10552)


The interaction controls no longer disappear from the Interaction Bar. Previously, during the processing of an interaction, the interaction controls sometimes disappeared from the Interaction Bar. (IW-10543)


Workspace now correctly takes into account the log filter settings specified in the interactionworkspace.exe.config file. Note: the filter specified by the value hide value of the log.filter-data.password is automatically applied. Previously, only the log filter settings configured in Genesys Management Framework were taken into account, which might have caused sensitive information to be displayed during Workspace startup. (IW-10528)


Workspace now correctly displays chat messages in the chat transcript view when the value of the expression.email-address option is empty. Previously in this scenario, the chat transcript was blank. (IW-10526)


Workspace now correctly opens TLS connection to UCS, Interaction Server, T-Server, SIP Server, and Stat Server. (IW-10496)


Workspace now correctly displays a chat interaction that goes "off-line" (the contact is no longer connected) at the same time that the agent accepts the chat interaction in the Interaction Preview notification. (IW-10424)


In environments where an agent who has the privileges to edit and view the Notepad, transfers an eServices interaction (chat, email, and so on) to an agent who does not have the privilege to view the Notepad, Workspace now correctly preserves the edited content of the Notepad from the first agent. Previously in this scenario, the Notepad content was cleared. (IW-10423)


Workspace now correctly supports the value false for the following Interaction Server option: settings/allow-multiple-agent-connections. (IW-10293)


In the Interaction Search, My History, and Contact History views, it is now possible to search for interactions by using phrases (an exact sequence of words) applied to text fields such as Text, Subject, or Transcript. To search for a phrase, the string of words must be surrounded by double quotes. (IW-10281)


In SIP Business Continuity environments where the value of the disaster-recovery.restore-agent-state option is set to true, Workspace no longer attempts to restore the agent status immediately after the switch-over if the switch-over happens while a call is in progress on the active voice channel. Instead, Workspace waits for the agent to click Done on the voice call before restoring the state. Note: in this scenario, if the value of the SIP Server emulated-login-state configuration option is set to ready, the state will be set immediately to Ready independently of the Workspace logic. (IW-10242)


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This page was last modified on September 12, 2017, at 06:56.