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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.

contact.all-interactions-displayed-columns

Section: interaction-workspace
Default Value: Status,Subject,StartDate,EndDate
Valid Values: A comma-separated value list of interaction attribute names from the following list: Subject, Status, ContactId, StartDate, OwnerId, EndDate, and custom attributes.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the list of interaction attributes that are displayed in the result list of the Interaction Search view, for example: Status, Subject, StartDate, EndDate

login.voice.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 voice channels are in the Ready state at login.

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.

general.configuration-business-attribute-cache-preload

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated value list of valid Business Attribute object names or .
Changes Take Effect: When the application is started or restarted.


Specifies the list of Business Attribute objects that are loaded and cached at login time.

  • If $All$ is configured, all the Business Attribute objects that are contained in the Agent’s Tenant and on which the Agent has Read Access, are pre-loaded at login time.
  • Pre-loading these objects means that dynamic access to Configuration Server during the critical phase of interaction notification is not required.

general.configuration-transaction-cache-preload

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated value list of valid Transaction object names or $All$
Changes Take Effect: When the application is started or restarted.


Specifies the list of Transaction objects of type 'List' that are loaded and cached at login time.

  • If $All$ is configured, all the Transaction objects of type 'List' that are contained in the Agent’s Tenant and on which the Agent has Read Access, are pre-loaded at login time.
  • Pre-loading these objects means that dynamic access to Configuration Server during the critical phase of interaction notification is not required.

interaction.evaluate-real-party-for-agent

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Related Options: interaction.evaluate-real-party-for-agent.expression

Specifies whether Workspace attempts to transform the name of the party DN into an Agent name during a voice interaction.

If the value of this option is set to true, the names of all the parties on a call are displayed, if possible. This includes the contact party. In general, agent DNs are defined using a dialing rule, the interaction.evaluate-real-party-for-agent.expression option can be used to define a regular expression that recognizes internal parties on a call and displays the agent name instead of the DN.

gadget-statistics.displayed-kpis

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

Specifies the KPIs that are displayed to the agent in the Statistic Gadget. The KPI names refer to the names of the Application Option Sections that are defining the KPIs.

login.voice.prompt-dn-less-phone-number

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


Specifies whether a DN-less phone number is prompted for in the login window. This option could be defined in PlaceGroup Object. This option is specific to SIP Server environment.

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).

8.5.109.25

Workspace Desktop Edition Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
10/29/15 Hot Fix X

Helpful Links

What's New

This release contains the following new features and enhancements:

  • Team Communicator can be configured to display different metrics for the availability of Routing Points, Queues, and Interaction Queues. If the corresponding metric from Stat Server is a time, you can now use the new statistic-text option to specify the format of the time information. You can specify a {0} field code anywhere in this string, and to add time formatting value to this field code, like {0:HH:mm:ss}, following Microsoft reference: https://msdn.microsoft.com/en-us/library/8kb3ddd4(v=vs.110).aspx. Previously, time information in Team Communicator was always displayed in seconds; however, this was inconvenient if the number of seconds was large. The option is available for these sections:
  • .NET 4.6 is now supported for Workspace and Workspace SIP Endpoint.



Resolved Issues

This release contains the following resolved issues:


In environments where the value of the interaction-bar.enable-quick-access is set to true, the color of the text typed in the outbound email HTML editor is now properly displayed when the text is typed using the default color. Previously, if the outbound email view was dimmed to highlight another view, such as an interaction displayed in floating mode, text color was changed when the HTML editor became active again. (IW-11953)


In environments where the connection from Workspace to Interaction Server Proxy is defined through a Cluster, the Workbin feature now operates correctly. Previously, some interface elements, such as the Save button, were not available and Workbins were not accessible. (IW-11934)


In IPv6 environments, Workspace now correctly initializes Workspace SIP Endpoint when the IPv6 address specified by the sip-address SIP Server option is configured with surrounding brackets. (IW-11925)


In SIP Business Continuity environments where the value of the login.voice.prompt-dn-less-phone-number option is set to true, the request-uri option of the agent peer DN is now correctly updated when Workspace fails over from the preferred DN to the peer DN. Previously, this option was set to a blank value in the peer DN which prevented SIP Server from properly contacting the actual agent device. (IW-11875)


The performance of the display of very large (>10000 lines) plain text emails has been improved. (IW-11872)


Workspace no longer exits unexpectedly when one of the options that defines the content of the Statistic Gadget, such as gadget-statistics.displayed-kpis, is updated during the agent session. Previously, an unexpected exit could occur in scenarios where the agent was moved from one Virtual Agent Group to another in one single Skill update operation. (IW-11869)


When value of the interaction.evaluate-real-party-for-agent option is set to true, Workspace no longer attempts to evaluate this party against Configuration Server Proxy multiple times if Configuration Server Proxy is slow to respond and there is a high volume of TServer events updating the interaction. (IW-11862)


The general.configuration-transaction-cache-preload and general.configuration-business-attribute-cache-preload options can now be configured at the Group level. Previously, it was possible to configure them only at Application, Tenant, or User levels. (IW-11861)


When an agent inserts a plain text standard response into the body of an HTML email interaction, the font size and type defined at the position of the cursor is now applied to the inserted Standard Response text. Previously, text-only formatted Standard Response text was always formatted as Arial 9 point when it was inserted into an HTML formatted email interaction. (IW-11848)


The Print Preview now correctly displays the attributes of outbound email headers. Previously, if an agent previewed an unsaved email interaction the Subject, cc, and other header attributes were not displayed correctly. (IW-11847)


The Reply email function no longer fails if Workspace is configured to automatically insert an email signature with Contact Field Codes into an email reply and the the contact of the inbound email contains a contact attribute with a NULL value. (IW-11839)


In environments where the value of the interaction.disposition.is-mandatory option is set to true, agents can no longer exit the application when one or more chat interactions are disconnected but do not an assigned disposition code. (IW-11835)


Workspace no longer stops responding in scenarios where an agent switches to an existing interaction at the same time that a new interaction is accepted and added to the interaction bar. (IW-11834)


In environments where the value of the login.voice.is-auto-ready option is set to true, Workspace no longer forces the state of the voice channel to Ready when the voice DN is logged in again automatically when it becomes back in service after being out of service for several minutes. (IW-11832)


Workspace now correctly supports environments where Chat Server 8.5.102.08, or higher, is configured to establish inactivity control monitoring which automatically closes inactive chat sessions. Previously in this scenario, Workspace did not correctly stop the interaction chat. (IW-11824)


In Aspect environments, it is now possible to send multiple DTMF digits during internal calls that are transiting through a trunk. Previously in this scenario only one digit could be sent. (IW-11781)


The number of pending interactions and the list of recent interactions are now correctly updated when a different contact is assigned to an active interaction. (IW-11761)


In environments where a non-default short date format, such as yyyy-mm-dd, is used in an English Canadian locale, the date selection of the interaction search feature now behaves correctly. Previously, this date format was interpreted incorrectly, causing the wrong results to be returned. (IW-11721)


The custom interaction attributes that are defined by the values of the contact.all-interactions-displayed-columns options are now correctly displayed. Previously, some attributes were not displayed. (IW-11719)


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)


Docking and undocking Workspace now displays correctly on workstations where Windows has been configured to magnify the content of the screen. Previously, the Workspace windows were cut off. (IW-10807)


Workspace no longer stops responding in situations where multiple interactions are presented to an agent, and the active interaction (the interaction with active controls in the toolbar) is closed manually or automatically, triggering the automatic activation of the next interaction. (IW-10282)




Upgrade Notes

No special procedure is required to upgrade to release 8.5.109.25.

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This page was last modified on September 12, 2017, at 07:06.