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Section: interaction-workspace
Default Value: Agent,AgentGroup,Skill,RoutingPoint,Queue,InteractionQueue,Contact,CustomContact
Valid Values: A comma-separated list of values from the following list: Agent, AgentGroup, Skill, RoutingPoint, Queue, Contact, InteractionQueue, CustomContact
Changes Take Effect: When the application is started or restarted.

Specifies the list of filters that an agent can use to search for contacts and internal targets by using the team communicator. The object types are presented in the specified order.


Section: interaction-workspace
Default Value: See description.
Valid Values: A regular expression representing a URL.
Changes Take Effect: At the next interaction.

Specifies the regular expression to identify an URL in Case Information area. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Default value = (?#Protocol)(?:(?:ht|f)tp(?:s?)\:\/\/|~/|/)?(?#Username:Password)(?:\w+:\w+@)?(?#Subdomains)(?:(?:[-\w]+\.)+(?#TopLevel Domains)(?:com|org|net|gov|mil|biz|info|mobi|name|aero|jobs|museum|travel|[a-z]{2}))(?#Port)(?::[\d]{1,5})?(?#Directories)(?:(?:(?:/(?:[-\w~!$+|.,=]|%[a-fA-F\d]{2})+)+|/)+)?(?#Query)(?:(?:\?(?:[-\w~!$+|.,*:]|%[a-fA-F\d]{2})+=(?:[-\w~!$+|.,*:=]|%[a-fA-F\d]{2})*)(?:&(?:[-\w~!$+|.,*:]|%[a-fA-F\d]{2})+=(?:[-\w~!$+|.,*:=]|%[a-fA-F\d]{2})*)*)*(?#Anchor)(?:#(?:[-\w~!$+|.,*:=]|%[a-fA-F\d]{2})*)?


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.


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

Specifies whether agent should be relogged into the Preferred site as soon as it is available.

Workspace Desktop Edition Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
06/27/19 Update X

Helpful Links

What's New

This release contains the following new features and enhancements:

  • You can now configure Genesys Cloud Hybrid Authentication in a multi-tenant Configuration Server environment by creating the hybrid_integration Transaction object in each tenant. (IW-16136)
  • Web Chat transcripts party joined and party left notifications now include timestamps. (IW-15940)
  • Workspace now correctly displays outbound SMS (Page mode) interactions that were edited by another agent to reviewing agents. Previously in this scenario, SMS interactions were blank. (IW-15939)

Resolved Issues

This release contains the following resolved issues:

A memory leak issue that occurred when the Contact History view was displayed by default with Outbound interactions has been fixed. (IW-16138)

Workspace now correctly handles the incorrect configuration of custom data types in the Advanced Interaction Search views. (IW-16115)

In the Contact Directory Grid view, you can now sort a column in descending order. Previously, only an ascending order sort was possible. (IW-16112)

The display performance of the Contact History view has been improved. Previously, starting from version, the slow display performance of this view could affect the overall performance of Workspace, such as the interaction screen pop or switching between different interactions in the interaction bar. (IW-16111)

Workspace now correctly displays the transcript in the interaction history of SMS Session or Web Chat if one or more of the messages contains only space characters. Previously, all subsequent messages were not displayed. (IW-16103)

The Advanced Interaction Search is now more robust. Previously, if an error occurred, the search result view could become unresponsive. (IW-16093)

In SIP Business Continuity environments, when the value of the disaster-recovery.auto-restore option is set to true, the preferred DN is now correctly restored as the active DN in a scenario where the connection to the preferred site is down long enough to trigger a DR switch-over and then the preferred connection is restored. (IW-16092)

In Avaya Communication Server environments, when an agent conferences an external party into an internal call that is monitored by an external voice recorder, the list of parties in the conference now displays properly in that agent's Workspace. Previously, the external party might not have been displayed. (IW-16078)

Workspace can now handle incoming interactions that contain system keys with unexpected value data types, for example when an interaction contains two keys with same name but different value types, one of which is the KVlist type. Previously, the interaction was not displayed. (IW-16076)

The default font is now correctly applied in all reply emails. (IW-16070)

Inbound emails with images that have a corrupted color profile are now correctly displayed. Previously, images with corrupted color profiles were not displayed. (IW-16066)

When an agent selects reply all to an email, Workspace no longer copies the destination email address of the inbound email to the cc field in scenarios where the inbound email toAddress property does not match the case of the address specified in the system mailbox. (IW-16050)

In a multi-site two-step transfer scenario, where the target is an agent logged into a Cisco CM switch, the consultation call is now correctly closed and replaced by the main call leg once the transfer is completed. Previously, Workspace might still display a consult leg after the transfer completion. (IW-16038)

When an agent uses the interaction bar to switch from the current interaction to a hidden chat interaction, the scroll position inside the transcript of the selected chat interaction is now preserved from the previous time this chat interaction was viewed. (IW-16029)

Ringtones now behave correctly for multi-channel agents. Previously, if different ringtones were configured for the voice channel and other channels, the ringtone would not stop playing when a non-voice interaction was distributed to an agent. (IW-16028)

When an Agent handles a call and consults a second agent using Voice and Instant Messaging (IM), this agent can now continue to the instant messaging conversation when the voice consultation leg is terminated. Previously, in this scenario, the IM consultation view became collapsed and was unusable. (IW-16021)

You can now configure the expression.email-address and expression.url options in Transaction objects to be overridden by Routing strategies. (IW-16018)

You can now apply routing strategies to the dialing of a web callback interaction, according to values specified by the intercommunication.* options, before the contact is dialed. (IW-15999)

Parties are now displayed correctly in interactions created when an agent redials a call using the Call action from the Party Action menu. (IW-15966)

Workspace no longer becomes unresponsive if Universal Contact Server (UCS) is slow to respond during the handling of an email. (IW-15884)

The order of the values specified in the teamcommunicator.list-filter-showing option is now correctly taken into account when the values are displayed in the Team Communicator Target Type drop-down menu. (IW-15740)

Upgrade Notes

No special procedure is required to upgrade to release

This page was last edited on September 18, 2020, at 13:45.
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