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contact.history.filters-<attribute>

Section: interaction-workspace
Default Value:
Valid Values: In the key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.
Changes Take Effect: At the next contact search.
Modified: 8.5.104.15

This option can be used as a template to specify an interaction attribute name (in a key) and the associated values (in a value) that is used to automatically filter any list of interactions displayed in Contact History, My History, and Interaction Search views. Refer to Managing Contacts for more information. In a key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.

voice.show-hold-duration

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.111.21

Specifies if the current hold call duration should be displayed as the primary timer in the Interaction Bar when a voice call is placed on hold. The total call duration remains accessible through the Interaction Bar tooltip.

disaster-recovery.disable-login-errors

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


Specifies whether Workspace should display media voice login errors in the Login window.

login.voice.prompt-dn-password

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 his password for the voice channel in the login window.

sipendpoint.authenticate-with-dn-password

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At next Log Off operation or at next login.
Modified: 8.5.117.26
Related Options: login.voice.prompt-dn-password

Specifies how Workspace Desktop Edition configures Workspace SIP Endpoint so that it can populate the password in the SIP Requests that require authentication:

  • false: If the DN where agent is logging in has the TServer/authenticate-requests option set to a valid non-empty value, Workspace Desktop Edition configures Workspace SIP Endpoint with the value that it reads in the TServer/password. DN option.
  • true: Workspace Desktop Edition configures Workspace SIP Endpoint with the DN password that is specified by the agent in the advanced Login window (activated by the login.voice.prompt-dn-password).

sipendpoint.authenticate-with-dn-password

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At next Log Off operation or at next login.
Modified: 8.5.117.26
Related Options: login.voice.prompt-dn-password

Specifies how Workspace Desktop Edition configures Workspace SIP Endpoint so that it can populate the password in the SIP Requests that require authentication:

  • false: If the DN where agent is logging in has the TServer/authenticate-requests option set to a valid non-empty value, Workspace Desktop Edition configures Workspace SIP Endpoint with the value that it reads in the TServer/password. DN option.
  • true: Workspace Desktop Edition configures Workspace SIP Endpoint with the DN password that is specified by the agent in the advanced Login window (activated by the login.voice.prompt-dn-password).

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.

login.voice.auto-not-ready-reason

Section: interaction-workspace
Default Value:
Valid Values: A valid Not-Ready Reason Action Code name of type "Not Ready"
Changes Take Effect: When the application is started or restarted
Dependencies: login.voice.is-auto-ready, login.voice.auto-not-ready-reason
Related Options: login.im.auto-not-ready-reason

Specifies the Not Ready Reason that is displayed after an agent logs in on a channel that is not automatically set to Ready. The Not Ready Reason corresponds to the name of a Not Ready Action Code. If the reason is empty, no Not Ready Reason is displayed for the channel at log in time if the channel is in the Not Ready state. This option is ignored if the option login.voice.is-auto-ready is set to true. For a channel with the capacity "voice/im", if the login.voice.auto-not-ready-reason option is empty , the channel uses the value of the login.im.auto-not-ready-reason option to determine the Not Ready Reason.

outbound.call-result-values

Section: interaction-workspace
Default Value: Answered,AnsweringMachine,Busy,NoAnswer,WrongNumber
Valid Values: Select at least one item from the list.
Changes Take Effect: At the next interaction.


The list of call results that are available for the agent to use for outbound interaction. The call results are displayed in the order in which they appear in the list. Specify one or more items from the following list:

  • Abandoned (Abandoned)
  • AgentCallbackError (Agent Callback Error)
  • AllTrunksBusy (All Trunks Busy)
  • Answered (Answered)
  • AnsweringMachine (Answering Machine)
  • Busy (Busy)
  • CallDropError (Call Drop Error)
  • CancelRecord
  • DialError (Dial Error)
  • DoNotCall (Do Not Call)
  • Dropped (Dropped)
  • DroppedNoAnswer (Dropped No Answer)
  • FaxDetected (Fax Detected)
  • GeneralError (General Error)
  • GroupCallbackError (Group Callback Error)
  • NoAnswer (No Answer)
  • NoDialTone (No Dial Tone)
  • NoEstablished (No Established)
  • NoFreePortError (No Free Port Error)
  • NoProgress (No Progress)
  • NoRingback (No Ringback)
  • NuTone (Nu Tone)
  • Ok (Ok)
  • PagerDetected (Pager Detected)
  • Silence (Silence)
  • SitDetected (Sit Detected)
  • SitInvalidNum (Sit Invalid Num)
  • SitNoCircuit (Sit No Circuit)
  • SitOperintercept (Sit Operintercept)
  • SitReorder (Sit Reorder)
  • SitUnknown (Sit Unknown)
  • SitVacant (Sit Vacant)
  • Stale (Stale)
  • SwitchError (Switch Error)
  • SystemError (System Error)
  • TransferError (Transfer Error)
  • Unknown (Unknown)
  • WrongNumber (Wrong Number)
  • WrongParty (Wrong Party)

8.5.117.26

Workspace Desktop Edition Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
05/04/17 Hot Fix X

Helpful Links

What's New

This release contains the following new features and enhancements:

  • You can now specify the Cancel Record call result in an Outbound Record. To enable this, set the value of the outbound.call-result-values option to CancelRecord.
  • In Alcatel OXE deployments, agents can now enter DTMF values during a consultation call that is being routed.
  • The login.voice.auto-not-ready-reason option now takes effect in situations where an agent directly or indirectly transitions the voice channel from logged out to logged in. Previously, the option was not taken into account for manual log on or the refine Place operation.



Resolved Issues

This release contains the following resolved issues:


An agent enabled for Chat with the Team Lead (Supervisor) privilege allowed, but not Voice or IM privileges is now able to login. Previously, starting from version 8.5.117.18 a user who was granted this type of Role could not log in. (IW-14367)


You can now configure interaction attributes of type datetime, such as ScheduledAt, as a key-value pair that can be updated in the Case Information area while it is also configured as a workbin view column. Previously, the corresponding value of datetime might have appeared as a blank cell in the workbin view after it was modified in the Case Information area and then placed in the workbin. (IW-14341)


Outbound email interactions that contain embedded images are now sent correctly to the recipient. Previously, when an image embedded in the body of a previous email of the same thread was resized by the agent, a subsequent Send operation further in this thread could result in a blank email. (IW-14337)


The Chat icon indicating a customer waiting for a reply is now correctly displayed in the Interaction tool bar when the Blue, Royale, or Fancy legacy themes are in use. (IW-14324)


Workspace now supports all types of space separators when dividing search queries into keywords within the tree of Standard Responses. Previously, only the ASCII space character was interpreted as a separator and other Unicode space character types, such as Ideographic Space, were interpreted as standard characters and incorporated in the search attributes. (IW-14322)


Workspace now correctly interprets the <CENTER> tag when inserting an HTML formatted Standard Response into an email interaction. (IW-14320)


Workspace no longer becomes unresponsive when the details of an outbound email saved in a workbin without a To address specified is displayed from a workbin or a history view. (IW-14247)


Workspace no longer becomes unresponsive if a Chat message containing a very long sequence of characters that comprise a single word is received. Previously, when such a message was received while the expression.email-address option was set to the default value, the application could become unresponsive for several seconds. (IW-14231)


Agents can now enter a DTMF sequence using both keyboard typing and mouse clicks. Previously, a DTMF sequence had to be composed using either only keyboard typing or mouse clicks. (IW-14228)


The Mute button of the Voice Interaction view toolbar no longer becomes out of sync in a scenario where a muted call is put on hold and then retrieved. Workspace SIP Endpoint version 8.5.112.04 or above is required for this function to behave properly. (IW-14227)


Errors no longer occur in the parsing of the scheduled callback date after the change over to daylight savings time in certain timezones. Previously in this scenario, Web Callbacks were delivered to agents, but could only be marked Done. (IW-14226)


In SIP Server environments where Workspace SIP Endpoint is the SIP device and where SIP Authentication is required in Register or Invite SIP Requests, it is now possible for an agent to start Workspace without the voice channel being Logged On and then successfully log on the Voice channel later in the session.

To support this feature, the behavior of Workspace has been modified when the value of the sipendpoint.authenticate-with-dn-password option is set to false (default value): If the voice DN contained in the Place where agent is logging in has the TServer/authenticate-requests option set to a valid value, Workspace configures Workspace SIP Endpoint with the value that it reads in the TServer/password DN option.

It is still not possible to execute the delayed Voice Log On scenario in deployments where SIP Authentication is required when the value of the sipendpoint.authenticate-with-dn-password option is set to true.

Genesys recommends that the value of the login.voice.prompt-dn-password is set to false). (IW-14173)


A Team Lead (supervisor) who silently monitors an agent who is in a chat conversation with a contact can now close the Chat interaction form using the Done button if the Team Lead stops the monitoring session while the chat conversation is still in progress. Previously in this scenario, it was necessary for the Team Lead to use the "Force Close Interaction" contextual menu to clean-up the monitored chat. (IW-14161)


In a SIP Business Continuity deployment where agents log in using a PlaceGroup and the value of the disaster-recovery.disable-login-errors option is set to false, the login operation now executes properly when the peer SIP Server is not on line. (IW-14155)


In environments where the value of the voice.show-hold-duration is set to true, the call duration timer no longer resets when the agent sends a DTMF. (IW-14148)


It is now possible to define a client-side port to connect to back-end Genesys Servers. Previously, starting with version 8.5.106.19, the connection to a server failed when a client-side port was defined. (IW-14144)


Workspace now correctly displays badly formatted HTML email interactions where the <HEAD> tag is not closed. Previously, this situation caused the email to appear blank. (IW-14143)


The keyword '$Other$' is now correctly taken into account when it is specified as the first item in the value of the contact.history.filters-<attribute> option, making it the default selection in the History view. Previously, when the keyword '$Other$' was specified as the default value for the History column display filter, it was ignored the first time that the view was displayed, and was applied only after another configured filter had been subsequently applied. (IW-14133)


Workspace now correctly displays HTML email interactions that contain the <BR> tag with text following the tag. Previously, Workspace displayed an extra empty space at the beginning of the new line created by the <BR> tag. (IW-14125)


Workspace now correctly handles the Complete Transfer operation in scenarios where there is no indication of a transfer or conference in an EventPartyChanged that reports a ConnectionID update on the consultation call. Previously, in some multi-site event flows where anti-tromboning was applied to the consultation call, the Complete Transfer operation failed. (IW-14102)


In Cisco environments, where UCS is enabled, the contact name is now correctly displayed in the Call Party area when an outbound call is answered by the contact. It is now also possible to make a multi-channel conversation with this contact, such as creating a new email interaction contextually from the Voice Interaction view. Previously, in this scenario, the phone number was displayed and no operation was available from the conversation-party contextual menu. (IW-14032)


The History details of outgoing email interactions that are generated as a result of "Forward" or "Forward As Attachment" operations no longer display the name of the contact of the forwarded inbound email along with the email address of the forward destination. (IW-14003)


In Cisco Call Manager multi-site environments, when a two-step conference is completed with a remote party that is not monitored by a Cisco t-server, agents can now delete the remote party from the conference. (IW-14002)


The robustness of the Standard Response module initialization has been improved. Previously, loading the Responses Library could fail, resulting in no Standard Responses being displayed to the agent until the application was restarted. (IW-13878)


Workspace is no longer affected by a performance issue when an interaction key-value pair configured to be alterable in the Case Information area is displayed trimmed. (IW-13539)




Upgrade Notes

No special procedure is required to upgrade to release 8.5.117.26.

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This page was last modified on September 12, 2017, at 07:17.