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options.record-location

Section: interaction-workspace
Default Value:
Valid Values: A valid file path to a host directory.
Changes Take Effect: When the application is started or restarted.
Dependencies: options.record-option-locally-only
Introduced: 8.5.112.08

In environments where the value of the options.record-option-locally-only is set to false, this option specifies the location where agent preferences are stored when an agent exits the application. If the value of this option is left empty, agent preferences are stored in Person's Annex in Configuration Server. The full path can also contain the following field codes: $Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$,$Env.X$ (where X is the name of the environment variable). Genesys recommends that you append the agent's Username to the specified path as shown above.

presence.evaluate-presence

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


When this option is set to true, the presence (availability) of agents, agent groups, T-Server queues, routing points, and interaction queues is shown in Team Communicator in the search results.

options.clean-up-former-record-location

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Dependencies: options.record-location
Introduced: 8.5.112.08

Specifies whether locally stored configuration information should be removed from a shared folder or Person's annex. Use this option when you enable the options.record-location option.

options.record-location

Section: interaction-workspace
Default Value:
Valid Values: A valid file path to a host directory.
Changes Take Effect: When the application is started or restarted.
Dependencies: options.record-option-locally-only
Introduced: 8.5.112.08

In environments where the value of the options.record-option-locally-only is set to false, this option specifies the location where agent preferences are stored when an agent exits the application. If the value of this option is left empty, agent preferences are stored in Person's Annex in Configuration Server. The full path can also contain the following field codes: $Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$,$Env.X$ (where X is the name of the environment variable). Genesys recommends that you append the agent's Username to the specified path as shown above.

keyboard.hotkey.agent-not-ready-with-reason.<action-code>

Section: interaction-workspace
Default Value:
Valid Values: The name of a key or a key combination that begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: When the application is started or restarted.


A shortcut key to set the agent state to Not Ready with a reason. For example: F1, Ctrl+Alt+V, Ctrl+Shift+Alt+V. You must also name the option by adding the Action Code 'code' attribute to the name of the option. For example, if the name of the "Not Ready" Action Code is "Meeting" and its code is '1001', then the option key name is specified as "keyboard.hotkey.agent-not-ready-with-reason.1001" and the value should be specified as Ctrl+Alt+M.

email.mandatory-subject

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At next attempt to send an email.
Introduced: 8.5.119.05

Specifies whether the subject of an outbound email must be specified to enable the Send operation.

  • false: No control is applied on the content of the subject field.
  • true: Email sending cannot be completed until the subject field is not empty. An error message is displayed.
  • prompt: If the subject is empty, a confirmation box is displayed to prompt the agent to add a subject or proceed with sending without a subject.

8.5.119.05

Workspace Desktop Edition Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
08/03/17 General X

Helpful Links

What's New

This release contains the following new features and enhancements:

  • You can now configure Workspace to specify whether an outgoing email interaction must have a subject before the email can be sent. Use the email.mandatory-subject option to control this feature.
  • In Nortel CS 2000 environments, an agent is now able to resume the main call leg while the consultation leg is still in 'establishing' status.
  • Workspace now prevents agents from sending outgoing emails if the header contains destination addresses terminated by a dot. Previously, those addresses were sometimes rejected by some down stream email servers, resulting in failure to deliver those emails.
  • When an agent personalizes the Contact Center Statistics view by removing some rows of metrics, the restructured view is now restored at the next agent login.
  • The Ready status menu items now display the hotkeys that are associated with operations that set agents in the Not Ready state with a specific reason (as specified by the keyboard.hotkey.agent-not-ready-with-reason.<action-code> options).



Resolved Issues

This release contains the following resolved issues:


The following options, which control the location and the migration of the Agent Personal profile, are now taken into account when defined at Agent Group level:

(IW-14668)


In the Case Information area, you can now make the value of the key 'CustomerID' editable when it is defined in the Call User Data and not as a TServer System Key. The other TServer System Keys, defined in the "Supported T-Server System Properties" table on the "Case Information" tab on the Channels and Interaction Handling topic, are still forced to 'read-only', but the displayed value will now be selected from UserData if a similar key is assigned by the business process in the call data. Previously, starting from release 8.5.115.17, it was not possible to make key 'CustomerID' editable and the system value took precedence over the userdata value when it was defined in call data by the business process. Genesys does not recommended that you make the 'CustomerID' key editable if the 'CustomerID' system key is configured to be part of the TEvent sent by TServer, according to the configuration of the 'TServer'/'customer-id' TServer option. (IW-14651)


In environments where the value of the presence.evaluate-presence is set to false, you can now make a direct call, transfer, conference, or consultation to a destination that is selected as an Agent in Team Communicator. Previously, in that kind of environment, starting from version 8.5.117.18, the corresponding actions were not available agents. (IW-14607)


If the options.record-location option is configured to store an agent's personal profile in a centralized network location, it is now possible for an agent to retrieve this profile from this centralized network location when logging in a different workstation than the one from where the profile was initially stored in the centralized location. Previously, when the Windows account of the agent was not configured with 'Roaming Profile' settings, agents could not share their centrally stored personal profile data across multiple workstations. (IW-14575)


Agents can now sort the Interaction Queue View content by any attribute that are enabled to be sortable, as defined in the Workbins and Interactions Queue tab of the Channels and Interaction Handling topic of the Deployment Guide. Previously, columns could become not sortable during an agent session after switching from an Interaction Queue view to a workbin view and back to Interaction Queue view. (IW-14574)


For keyboard shortcuts, the Workspace Application Metadata and the Deployment Guide no longer document that the 'WIN' key is supported for key combination as defined by the keyboard.shortcut.* options; however, Workspace still supports this key for Hot Keys. (IW-14563)


In TServer environments where the One Step Transfer agent operation is implemented by a TMuteTransfer, such as on Avaya Communication Server, it is now possible to use the key-value pairs 'IW_RoutingBased*' of the call data to implement a routing strategy for one step transfer. Previously in this scenario, those key-value pairs were present only transiently in the call data. (IW-14553)


When some plain text content or HTML content is inserted into an HTML email interaction, special characters, such as '&', are no longer stripped out. (IW-14530)


When a block of HTML code that does not contain a root block element such as <body> is inserted manually by an agent in an HTML formatted email, or programatically in any instance of Genesyslab.Desktop.Modules.Windows.Views.Common.Editor implemented in a custom view, the text is now inserted inline at the cursor position. Previously, this kind of text was inserted in a new paragraph. (IW-14467)


An outbound campaign interaction no longer appears as stuck, with a partial list of controls, after an agent clicks Done. Previously this behavior occurred intermittently. (IW-14335)


Workspace now populates the following key-value pairs in Interaction Server interaction records for eServices interactions:

  • IW_OwnerId — Configuration Server DBID of the agent who processes the interaction
  • IW_ReviewerId — Configuration Server DBID of the supervisor who QA reviewed the interaction (typically for email)

These key-value pairs can be used to update the corresponding UCS Interaction Record from the Routing Strategy in deployments where the Business Process is designed to handle the processing of interaction termination (for example, when an agent clicks Done for an email or a chat). The main principle of routing design (for email) is that inbound emails are routed through a Target building block where the 'Queue For Existing Interaction' is populated with a valid Interaction Queue. In the Routing Strategy associated to this Interaction Queue, the building blocks 'Update UCS Record' (leveraging the new key-value pairs described above) and 'Stop Interaction' are used.

This approach can be beneficial in environments where the connection from Workspace to UCS is unstable, leading to missed UCS interaction record updates, which can be observed through empty 'Processed By' or incorrect 'In Progress' status in the Contact History view. (IW-14114)


The Workspace Main Window no longer appears truncated in a scenario where the process to drag it at the top of the screen to activate the docking mode is interrupted by a continuous dragging gesture down on the screen. (IW-14089)




Upgrade Notes

No special procedure is required to upgrade to release 8.5.119.05.

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This page was last modified on September 12, 2017, at 07:18.