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outbound.call-result-is-mandatory

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


Specifies whether it is mandatory for agents to set a Call Result before Marking Done an Outbound interaction. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.auto-answer

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


Specifies whether an e-mail interaction is automatically accepted when a 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.

login.email.is-auto-ready

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


Specifies whether the e-mail channel is automatically set to the Ready state at login.

general.configuration-object-collection-cache-timeout

Section: interaction-workspace
Default Value: 0
Valid Values: Any positive integer value.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.101.14
Related Options: teamcommunicator.list-filter-showing

Specifies the amount of time, in hours, to keep the list of objects in a local cache file before requesting it again from Configuration Server. Once the timeout is expired, Workspace request the objects from Configuration Server the next time that Team Communicator is initialized, such as at the next session login if Team Communicator is already initialized for the current session. The value 0 means that no local cache is created. This list of objects is loaded and cached based on the value of the teamcommunicator.list-filter-showing option.

main-window.bypass-auto-hide-conditions

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.109.16

In environments where an agent is granted the privilege to auto-hide the main window, the value of this option can be set to true when it is necessary to bypass the default control that disables the Workspace auto-hide function when a third party auto-hide window is reported as already present by the Windows Operating System. This is useful in a Citrix XenApp environment where Workspace is running as a Seamless Window.

interaction-bar.enable-quick-access

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 Template loop detected: Template:Optionslink 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).

outbound.load-at-startup

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.109.16

When the value of this option is set to true, the description of all the Outbound Calling Lists visible to the logged in agent is loaded and cached at login time. When the value of this option is set to false, the description of the Outbound Calling Lists assigned to a specific Campaign is loaded on demand when the agent is notified by Outbound Server that he or she is engaged in this Outbound Campaign.

voice.sip-preview-bell

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Introduced: 8.5.109.16
Related Options: application.secondary-audio-out-device

Specifies the Voice (SIP Server only) or IM channel Preview sound-configuration string. For example: "Sounds\Ring.mp3|10|-1|primary" The value has four components that are separated by the character '|':

  1. The file name and folder relative to the application folder. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. -1 means plays and repeats until an explicit message stops it. For example, the established event stops the ringing sound.
    2. 0 means play the whole sound one time.
    3. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specifies whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

eservices.session-restore-mediatype

Section: interaction-workspace
Default Value: chat,email,sms
Valid Values: A comma-separated list of valid media-types from the following list: chat, email, and sms
Changes Take Effect: At the next interaction.
Introduced: 8.5.109.16
Related Options: eservices.session-restore-timeout

Specifies the media types that are allowed to reconnect when a lost connection to Interaction Server is restored, as specified by the eservices.session-restore-timeout option. Workspace will not try to reconnect any media types that are not specified by this option.

eservices.session-restore-mediatype

Section: interaction-workspace
Default Value: chat,email,sms
Valid Values: A comma-separated list of valid media-types from the following list: chat, email, and sms
Changes Take Effect: At the next interaction.
Introduced: 8.5.109.16
Related Options: eservices.session-restore-timeout

Specifies the media types that are allowed to reconnect when a lost connection to Interaction Server is restored, as specified by the eservices.session-restore-timeout option. Workspace will not try to reconnect any media types that are not specified by this option.

gui.editor-zoom-range

Section: interaction-workspace
Default Value: 100
Valid Values: Blank, a single zoom value, or two comma separated values that represent the minimum and maximum percent zoom. Values must be greater than or equal to 10 and less than or equal to 300.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.109.16

Defines the zoom value(s) for editor fields and transcripts in text based interaction views such as email, chat, SMS, and IM. Several values are supported:

  • Comma separated minimum and maximum values where the values are not equal. These specify the zoom range and the zoom UI controls are enabled in the Main Menu.
  • Comma separated minimum maximum values where the values are equal. The zoom level is set to this single value and the zoom UI controls are not displayed in the Main Menu.
  • A single value. The zoom level is set to this single value and the zoom UI controls are not displayed in the Main Menu.
  • Blank. The zoom level is set to 100%, and the zoom UI controls are not displayed in the Main Menu.

gadget-statistics.displayed-call-center-statistics

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of Statistic names.
Changes Take Effect: Immediately.
Modified: 8.5.109.16

Specifies the statistics that are displayed in the Statistic Gadget. The statistics name refers to the names of the Application Options Sections that define the statistics.

outbound.timed-preview-auto-dial

Section: interaction-workspace
Default Value: -1
Valid Values: -1, 0, or any positive integer.
Changes Take Effect: At the next interaction.
Introduced: 8.5.109.16

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.

8.5.109.16

Workspace Desktop Edition Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
09/17/15 General X

Helpful Links

What's New

This release contains the following new features and enhancements:

  • You can now configure Workspace to automatically dial a contact record phone number after a counter in the interaction preview expires. This feature is configured by the outbound.timed-preview-auto-dial option.
  • The statistic gadget dynamically reflect changes to the values of the gadget-statistics.displayed-call-center-statistics options without requiring agents to re-login.
  • Agents can now read the full display name of contacts with long full names when they are displayed in the Contact Directory list view.
  • In environments where Workspace Desktop Edition is hosted using Virtual Desktop Infrastructure (VDI) and requires a reliable and distortion free audio and video communication channels, Workspace SIP Endpoint can now be deployed as a standalone application on agent workstations. The standalone Workspace SIP Endpoint can be controlled remotely through an HTTPS connection by Workspace Desktop Edition running in one of the following environments:
    • Citrix XenApp
    • Citrix XenDesktop
    • Microsoft Remote Desktop Service
    • VMWare Horizon
  • Workspace Desktop Edition Deployment Manager can now build a ClickOnce package to deploy Workspace SIP Endpoint as a standalone application.
  • In a SIP Server environment (release 8.5.101.81 or higher), during multi-parties conference calls, agents can now temporarily suspend individual parties, including the customer, from participating in the conference. This feature allows agents to have private conversations during conference calls with customers. The feature is controlled by the Voice - Can Suspend or Reinstate A Conference Party privilege (formerly named Voice - Can Deny Or Authorize Listening For A Conference Party).
  • Agents can now control the text display size (zoom) of chat, email, and SMS interactions. Enable this feature by using the gui.editor-zoom-range option.
  • The display name of Configuration Server objects can now be configured specifying a name in the object Annex. This capability allows system administrators to define an alternative display name, in one or several languages, of following objects:
    • Routing point
    • ACD queue
    • Interaction queue
    • Action code
    • Workbin
    • Business Attribute
    • Skill
    • Agent group
    • Virtual queue
  • For the Web Chat, Email, Workitem and SMS channels, in the event of a connectivity issue with Interaction Server or Interaction Server Proxy, Workspace can now be configured to continue the interaction with the customer until it re-connects to the backup server or to another node of the cluster. Use the following options to control the behavior of this feature: eservices.session-restore-mediatype.
  • Workspace can now continue to handle interactions in situations where a short network disconnection occurs on Interaction Server or Interaction Server Proxy where the disconnection is detected by Workspace not by Interaction Server or Interaction Server Proxy. Previously in this situation, the interaction disappeared from Workspace while the interaction was still considered by Interaction Server or Interaction Server Proxy to still be handled by the agent. To control this behavior, set the value of the eservices.session-restore-mediatype option.
  • You can now configure Workspace to play an audio alert when a SIP Preview notification is displayed on the agent's desktop by using the voice.sip-preview-bell option.
  • Workspace now loads the metadata of the Outbound Calling Lists assigned to a specific Campaign on demand when the agent is notified by Outbound Server that he or she is engaged in this Outbound Campaign. This decreases the login time in environments where many Calling Lists are configured and visible to the agent. Previously, the metadata of all the Outbound Calling Lists visible to agents were loaded and cached at login time. You can restore the legacy behavior by setting the value of the outbound.load-at-startup to true.



Resolved Issues

This release contains the following resolved issues:


In environments with Nortel CS 2000 switches in PDN mode and only one DN in Place, the spl.​switch-policy-label option is now correctly interpreted at the Switch level in scenarios where the target agent of a call or a consultation is logged in. Previously in this scenario, this option was interpreted only at DN level, and if the option was not defined there, is was impossible to proceed with some transfer or conference scenarios. (IW-11732)


Workspace now correctly displays the To field of an outbound email interaction in the Print Preview window when it is triggered from the active email toolbar. (IW-11704)


Workspace now correctly handles outbound email interactions that have two <BODY> tags. An email might contain two <BODY> tags when an agent inserts an HTML Standard Response as his or her email signature. Previously in this scenario, agents might have experienced inconsistency in the font type and size selection when placing the cursor at the top of the email. (IW-11655)


In environments where the value of the interaction-bar.enable-quick-access option is set to false, agents can now properly move the Workbin view splitter controls after they handle email interactions in an external window. (IW-11653)


Workspace now correctly saves the Team Communicator Recent and Personal Favorites in the user's profile when exiting Workspace. Previously, some processing exceptions might have prevented the information from being stored. (IW-11639)


In Citrix XenApp environments where Workspace is configured to be used as a Seamless window, it is now possible to use the Workspace Main Window in docked/auto hide mode. To enable this functionality, you must set the value of the new main-window.bypass-auto-hide-conditions option to true. (IW-11614)


When an agent is working with the Workspace Main Window set to its minimum height, the list of interactions displayed in the My History view is no longer truncated when the Detail view is opened. (IW-11561)


In environments where the value of the general.configuration-object-collection-cache-timeout option is set to a value greater than 0, and the display of the configuration objects in Team Communicator is localized through a custom dictionary file, the search in Team Communicator is now executed independently from the cache content. This guarantees that the agent gets accurate search results irrespective of the agent's language selection. (IW-11560)


In environments where the values of the login.email.is-auto-ready and email.auto-answer are both set to true, Workspace now correctly handles the first email distributed to an agent just the moment that logs in occurs. Previously in this scenario, errors messages such as Action aborted: the UCS connection is down might have been displayed, interfering with the handling of the email interaction. (IW-11524)


In Outbound Push Preview environments where the value of the outbound.call-result-is-mandatory option is set to true, Workspace no longer terminates the processing of the Outbound Preview interaction in situations where the Done operation was rejected due to an unpopulated Call Result. (IW-11389)




Upgrade Notes

No special procedure is required to upgrade to release 8.5.109.16.

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This page was last modified on September 12, 2017, at 07:05.