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gui.magnification-factor

Section: interaction-workspace
Default Value: normal
Valid Values: normal, medium, large, xlarge
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.102.06

Specifies the ratio of the display size of interface elements in the Workspace interface to enable agents to view these interface elements at larger sizes. The following ratios are supported:

  • normal: 1.00 (legacy)
  • medium: 1.25
  • large: 1.50
  • xlarge: 1.75

This feature functions only with the default Workspace 8.5 GUI themes, and to custom themes that are developed according to the documentation and samples of the Workspace Developer's Guide. If the blue, royale, and fancy legacy themes are used, the magnification is forced to normal.

accessibility.visual-impairment-profile

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.113.11
Modified: 8.5.124.08
Related Options: accessibility.disable-hyperlinks

Specifies whether the profile for visually impaired users is active. This option enables more interface elements to be focusable (accessible from keyboard navigation and mouse-over) so that they can be navigated from Screen Reader applications. Beginning with version 8.5.113.11, Workspace enables agents to enter TABs in the email composition area of outgoing email interactions by pressing the TAB key if the value of this option is set to false; to use the TAB key to step to the next control or field, agents must first press Ctrl-TAB to step out of the text composition area. To disable this feature, set the value of this option to true; agents will not be able to enter TABS in the email composition area, but they can use the TAB key to move to the next control in the tab order.

chat.pending-response-to-customer-bell

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: Immediately
Introduced: 8.5.122.08
Related Options: application.secondary-audio-out-device

Specifies the configuration string for the chat pending response sound. For example: "Sounds\chord.mp3|7|0|primary" The value has four components that are separated by the character '|':

  1. The file name and folder relative to the application folder. It may happen that on some virtual desktop, MP3 or other sounds format cannot be rendered by Direct Show filters. Files format that can be played (.wav, …) with Direct Show must be used here.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. 0 means play the whole sound one time.
    2. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. The output devices:
    1. primary means plays on the default output device.
    2. secondary means plays on the output device specified by the application.secondary-audio-out-device option.
    3. both means plays on both default output device and the output device specified by the application.secondary-audio-out-device option.

chat.pending-response-to-customer

Section: interaction-workspace
Default Value: 30,50
Valid Values: A comma-separated list value: warning time, maximum time
Changes Take Effect: At the next interaction.


Defines two alarm thresholds, in seconds, that warn agents that they have a pending response to a chat from a customer. Three levels are displayed: before the warning time, between the warning time and the maximum time, and after the maximum time.

accessibility.visual-impairment-profile

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.113.11
Modified: 8.5.124.08
Related Options: accessibility.disable-hyperlinks

Specifies whether the profile for visually impaired users is active. This option enables more interface elements to be focusable (accessible from keyboard navigation and mouse-over) so that they can be navigated from Screen Reader applications. Beginning with version 8.5.113.11, Workspace enables agents to enter TABs in the email composition area of outgoing email interactions by pressing the TAB key if the value of this option is set to false; to use the TAB key to step to the next control or field, agents must first press Ctrl-TAB to step out of the text composition area. To disable this feature, set the value of this option to true; agents will not be able to enter TABS in the email composition area, but they can use the TAB key to move to the next control in the tab order.

workbin.<media-type>.<nick-name>.notify-property-changed

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.122.08
Related Options: notify-workbin-userdata-changed

Specifies whether Workspace should register for key-value pair updates of interactions stored in this workbin. It is recommended not to enable this kind of update registration on a workbin that contains a large number of interactions and is accessed by a large number of agents.

chat.show-unread-notification

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next sent message.
Introduced: 8.5.122.08

Specifies whether the unread message notification is displayed in the chat transcript. When the message is read, the notification icon disappears. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.historical.maximum-age

Section: interaction-workspace
Default Value: 0
Valid Values: 0 or any positive integer.
Changes Take Effect: At the next interaction.
Introduced: 8.5.122.08

Specifies the number of days of previous chat sessions with the current contact are to be displayed in the Chat interaction view before the current chat session. The value 0 means that no previous chat sessions are displayed. A maximum of 3000 messages can be displayed.

8.5.122.08

Workspace Desktop Edition Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
12/21/17 General X

Helpful Links

What's New

This release contains the following new features and enhancements:


  • Chat enhancements
    • New user experience to clearly differentiate messages from each party involved in the conversation.
    • Loading of historical Chat interaction within current chat session: This improvement allows agents to have the full context of past chat interactions without needing to open the contact interaction history. This feature is enabled by the chat.historical.maximum-age option.
    • Unread message indicator: This capability allows agent to know if sent messages were not read by the customer. This feature is enabled by the chat.show-unread-notification option.
  • SMS enhancement
    • New user experience to clearly differentiate messages from each party involved in the conversation.
  • IM enhancement
    • New user experience to clearly differentiate messages from each party involved in the conversation.
  • Workbin enhancement


Resolved Issues

This release contains the following resolved issues:

Screen Reader and Keyboard Accessibility Issues


Agents can now use keyboard navigation and screen reader applications to a select a color in the HTML email editor.

Limitation: Colors are read as color codes and not color names. (IW-15053)


In environments where the value of the accessibility.visual-impairment-profile option is set to true, with the focus on the email text editor, pressing the Tab key to navigate to the rich text toolbar no longer clears the selected text. (IW-15060)


Agents can now use a screen reader application to navigate inside the Response view. Previously, the Standard Response categories could not be read when navigating the tree view with a screen reader application and some confusing strings were read when navigating the list view. (IW-15012)


Agents can now use keyboard navigation and a screen reader application to edit a Case Information key that is configured to be displayed as a tree view item selector ('display-type'='enum-tree'). (IW-15011)


Workspace can now play at audio alert when the Pending Response indicator in the Chat toolbar reaches each of the two thresholds that are specified by the chat.pending-response-to-customer option. Use the chat.pending-response-to-customer-bell option to specify the location of the audio file to play. (IW-14934)


Screen reader applications are now able to read information about the current status of the Pending Response indicator in the chat interaction toolbar when the control has the focus and the value of the accessibility.visual-impairment-profile option is set to true. Previously, it was not possible to move the focus to the pending response indicator. (IW-14933)


In the Login window, screen reader applications can now read the Application Name field. Previously, the application name value was read but not the label assigned as the application name. (IW-14924)


Miscellaneous Issues


Agents can now specify a Not Ready reason when changing an eServices channel from 'Do Not Disturb' to 'Not Ready'. Previously, the reason code was ignored when agents performed this action. (IW-15063)


The 'QAReviewerUserName' key is now correctly populated for email interactions when the QA Reviewer specifies a QA Review disposition and sends the outbound email. Previously in this scenario, the 'QAReviewerUserName' key was not always populated. (IW-15048)


The Responses tab and Responses area now display correctly when Workspace includes a custom or plugin vertical tab. Previously, starting from release 8.5.121.03, in this scenario, the content of the Responses tab and the custom tab did not always display correctly. (IW-15031)


The Team Communicator Party Action menu is now displayed for Skills when the value of the gui.magnification-factor option is set to xlarge, large, or medium. Previously, the menu triangle was not displayed at these magnifications. (IW-14985)


The Details tab of the Contact History and Workbin views now correctly display plain text email interactions that contain a hyperlink composed of an incorrectly formatted URL. (IW-14972)


In the Business Attribute annex, you can now configure alternative display names for Interaction Attributes that are displayed in the Advanced Search panel of the My History, Contact History, and Interaction Search views. This feature can be used to support localization of display names. (IW-14963)


The workbin view no longer fails to initialize when it is accessed while Workspace is re-initializing its connection to Interaction Server or Interaction Server Proxy. (IW-14956)


Workspace no longer becomes unresponsive when it displays an HTML email that contains a large number of references to external images. Previously, in environments where the Proxy to access the internet was requesting authentication and was limiting the number of parallel requests, the application could become unresponsive. (IW-14953)


Workspace now correctly sets the Call Result of a re-scheduled outbound campaign record when the agent specifies it explicitly. Previously, when the rescheduled outbound campaign record was distributed to Workspace without a default call result specified, the call result specified by the agent was not updated. (IW-14932)


Workspace no longer becomes unresponsive when an agent opens Team Communicator for the first time after login while the UCS primary and backup are disconnected and the list of Team Communicator 'recent contacts' or 'favorite contacts' contains a reference to at least one Contact. (IW-14908)


Workspace no longer displays a media error when an agent makes a new call while an existing call is still connected. Previously in this scenario, Workspace might initiate two subsequent requests to hold the call, which resulted in the second one being rejected by the T-Server and the agent being notified of an error. (IW-14905)


When an outbound campaign call is rescheduled to a new number, the default values of daily_from and daily_till specified in Management Framework are now taken into account. Previously, they were set to 00:00 and 23:59 respectively. (IW-14892)


If the contact disconnects from a chat while the chat is being accepted by the agent, the interaction now clearly appears as terminated. Previously, in this scenario the misleading message "Trying to connect to Chat Server" was displayed to the agent. (IW-14884)


In SIP Business Continuity environments, when the voice channel is logged off before a Disaster Recovery switch-over happens, Workspace no longer forces the voice channel to log on when SIP Server communication is restored. Previously, when the SIP Endpoint was transiently fully unregistered during this disaster recovery scenario, the voice channel might be forced to the 'log on' state. (IW-14846)


Workspace now displays the "handling timeout" warning message to agents only when Interaction Server revokes the current interaction for the 'HandlingTimeout' reason. Previously, this warning message was displayed irrespective of why Interaction Server revoked the interaction, including 'iWD Capture Point instructs Interaction Server to place the currently active interaction in a queue' or 'an agent placed a chat conference in a queue' reasons. (IW-14818)


In SIP Server environments, it is now possible to complete the transfer of a call when both the contact call leg and the consultation call leg are on hold. (IW-14729)


In Interaction Server Cluster environments, a Team Lead on a first node of the Cluster can now request the monitoring of an active chat interaction being handled by a supervised agent on a second node of the Cluster. Previously, a Team Lead could only monitor chat interactions handled by supervised Agents on the same Cluster node. This is an improvement of the fix provided in the 8.5.120.05 release. (IW-14681)


In SIP Server environments, the Start Voice Consultation button is no longer enabled while an agent is already engaged in a consultation call. Previously in this scenario, an error occurred if an agent tried to use this button. (IW-14015)



Upgrade Notes

No special procedure is required to upgrade to release 8.5.122.08.

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This page was last modified on December 21, 2017, at 09:51.