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email.signature

Section: interaction-workspace
Default Value:
Valid Values: file: followed by the file name and path or response: followed by the response path in the Standard Response Library.
Changes Take Effect: At the next interaction.


Specifies the type and the location of the signature template, defined in Knowledge Manager or eServices Manager, that is to be added to outbound emails. For example, file:Signatures\Signature.txt
The value has two components that are separated by the character ':', type and location.

  1. The type of signature file:
    1. file to specify a file
    2. response to specify a response from the Standard Response Library
  2. The location of the signature template:
    1. The file name and folder relative to the application folder
    2. The response name and full path of the parent category in the Standard Response Library
  3. The specified Standard Response can contain the following field codes:
    • <$Agent.FirstName$>
    • <$Agent.LastName$>
    • <$Agent.FullName$>

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

voice.hold-indicator-timer

Section: interaction-workspace
Default Value: 30,60
Valid Values: Two integer values separated by a comma.
Changes Take Effect: At the next interaction.
Dependencies: voice.show-hold-duration
Introduced: 8.5.111.21

Specifies two alarm thresholds, in seconds, that warn agents that a voice call is on hold for a long time. Three levels are displayed by the progress indicator: before the warning time, between the warning time and the maximum time, and after the maximum time. If the value 0,0 means that the progress indicator is not enabled. This option can be enabled only if the value of the voice.show-hold-duration is set to true.

sounds.preloadfiles

Section: interaction-workspace
Default Value: Sounds\Ring.mp3
Valid Values: A comma-separated list of valid Windows directory paths and file names. '|' character after the file name must be followed by the output device definition.
Changes Take Effect: When the application is started or restarted..
Dependencies: application.secondary-audio-out-device
Related Options: voice.ringing-bell, chat.new-message-bell

Specifies the name and location in the application folder of audio files that are to be pre-loaded when an agent logs in. For Example: "Sounds\Ring.mp3|primary,Sounds\bell|secondary.mp3,Sounds\chord.mp3|both,Sounds\warning.mp3". The audio files are defined by the options that control sounds, such as voice.ringing-bell and chat.new-message-bell. Files that are not specified by this option are loaded whenever they are needed. The file value has two 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 play and repeat 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. Specify 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.

email.outbound.editable-bcc-addresses

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.114.08

Specifies if an agent can add Bcc addresses to a new or reply or forward outbound e-mail or edit the list of existing Bcc addresses that would have been added by another agent in a former draft edition of the new or reply or forward outbound e-mail. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.outbound.editable-bcc-addresses

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.114.08

Specifies if an agent can add Bcc addresses to a new or reply or forward outbound e-mail or edit the list of existing Bcc addresses that would have been added by another agent in a former draft edition of the new or reply or forward outbound e-mail. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

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.

8.5.114.08

Workspace Desktop Edition Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
07/28/16 General X

Helpful Links

What's New

This release contains the following new features and enhancements:

  • Automatic Place selection using Place Groups.
    This feature allows you to optimize the number of Places and SIP DNs to be created to support a flexible set of remote agents. When an agent is assigned or selects a Place Group, Workspace automatically selects an available Place for the phone used by the agent. This feature is limited to voice-only agents working with SIP Server DNs that are configured to be used along with the login.voice.prompt-dn-less-phone-number option.
  • Email enhancements
    • Ability to prevent agents from changing the 'To' and 'CC' addresses and adding a 'BCC' address when replying to an inbound email. This capability ensures email replies are sent to the intended recipient. This feature is enabled by using the email.outbound.editable-bcc-addresses options.
    • Ability to prevent agents from adding 'CC' and 'BCC' addresses when initiating a new email. This feature is enabled by using the email.outbound.editable-bcc-addresses options.
    • Improved email address format validation. This improvement ensures that 'To', 'CC', and 'BCC' email addresses are correctly entered when the agent attempts to send the email.
  • Other enhancements
    • Use the sounds.preloadfiles option to preload sound files to ensure that they are ready to be played the first time that they are needed, such as the ringing of the first voice call.
    • Workspace can now control the Screen Recording Service through Secured HTTP protocol. Previously only HTTP was supported.
    • The vertical size of the Disposition Code area is now preserved from one interaction to the next and is stored in the agent's profile.



Resolved Issues

This release contains the following resolved issues:


When the value of the voice.hold-indicator-timer option is set to true, the timer displayed in the Interaction Bar no longer disappears then reappears when call status changes from 'Connected' to 'On Hold' and vice versa. Previously, the timer disappeared for a short amount of time causing the toolbar buttons to move left then right which might have resulted in an agent clicking the wrong button. (IW-13106)


The Disposition Code area now has a scrollbar for voice interactions if the list of dispositions is longer than the area available. Previously, the entire interaction view scrolled when an agent scrolled down the list of dispositions. Note: Outbound and Callback interaction views retain the former behavior. (IW-13068)


When Workspace SIP Endpoint is configured to run in standalone mode, it can now accept a Secured HTTP connection from a Workspace Desktop Edition instance that is running in a VDI environment. Previously, after installation of a Microsoft Security Patch released in Q2 2016, a Secured HTTP connection was no longer possible. (IW-13067)


The value of the email.signature option that is overridden by a Routing Strategy before being distributed to a workbin is now correctly taken into account when the agent clicks on Reply or Reply All in the workbin toolbar. Previously in this scenario, the value of this option was selected from the static configuration in the Application/Tenant/Group/User hierarchy. (IW-13066)


When Workspace is used with Workspace SIP Endpoint, a confirmation box is no longer displayed to the agent who attempts to mark a released call Done while a new call is ringing. (IW-13051)


The Date attributes of the Outbound Record that are configured to be displayed in Workspace are now correctly shown as a time once the call is established. Previously, they were correctly shown during the preview phase only. (IW-13020)


The Add phone number and Add E-Mail address buttons are no longer displayed in the Contact Profile view if the agent is not permitted to edit those attributes. Previously, those buttons were displayed as read-only buttons. (IW-12976)


Workspace is now able to display HTML email interactions where the <head> tag does not have a corresponding </head>. Previously in this scenario, some of the content of the email interaction was not displayed. (IW-12965)


The '"Stop Monitoring'" action is now displayed correctly to the Supervisor during a Chat Monitoring session that was automatically accepted by Workspace. Previously, this button might not have been displayed, depending on workstation load. (IW-12960)


Workspace can now properly render a table in an HTML email interaction if text tags, such as <B>, are defined in the <TR> tag instead of the <TD> tag. (IW-12851)


Disposition codes that specified in outbound reply email interactions are now saved correctly in the UCS Interaction Record of the parent Inbound email interaction. Previously, when the disposition code was set by the agent in the outbound reply email, and then the agent selected Send, the disposition code value was copied correctly to Interaction Server, but might not have been copied to the UCS interaction record. (IW-12580)




Upgrade Notes

No special procedure is required to upgrade to release 8.5.114.08.

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