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interaction.disposition.use-attached-data

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately.


Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.case-data.is-read-only-on-idle

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.132.05

If the value of this option is true, changes are prevented to the case data after a voice or chat interaction has ended. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

interaction.disposition.is-read-only-on-idle

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately.


Prevents changes to the disposition code after a voice interation has been released. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.auto-mark-done-owner-agent

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: interaction.disposition.is-mandatory
Introduced: 8.5.128.07
Related Options: chat.auto-mark-done-non-owner-agent, chat.auto-mark-done-owner-agent.timer

Specifies whether chat interactions are automatically closed and marked done when the contact disconnects if the agent is the owner (the last agent remaining connected to the interaction) of the chat interaction.

chat.transcript-message-text-direction

Section: interaction-workspace
Default Value: ltr
Valid Values: ltr or rtl
Changes Take Effect: At the next interaction.
Introduced: 8.5.140.08
Related Options: accessibility.visual-impairment-profile, chat.simple-transcript

Specifies whether messages in the chat transcript are displayed with a left-to-right (default) or a right-to-left reading layout. Use this option for chat interactions where contacts are using a right-to-left reading language. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy. This option has no effect if the value of the accessibility.visual-impairment-profile option and/or the value of the chat.simple-transcript is set to true.

expression.url

Section: interaction-workspace
Default Value: See description.
Valid Values: A regular expression representing a URL.
Changes Take Effect: At the next interaction.
Modified: 8.5.124.08

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})*)?

login.voice.restore-dn-less-phone-number-on-logout

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the application is started or restarted
Introduced: 8.5.140.08
Related Options: login.voice.prompt-dn-less-phone-number

In SIP Server environments, this option specifies whether the DN-less phone number stored in the annexes of the agent's DN in Configuration Server is restored to its original value when the agent logs out of this DN. This option is applicable only when the value of the login.voice.prompt-dn-less-phone-number option is set to true.

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 can be defined in a PlaceGroup Object. This option is specific to SIP Server environments.

sipendpoint.standalone.vdi-detection-use-dns

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.140.08

In a Virtual Desktop Infrastructure (VDI) environment, this option specifies whether Workspace relies on a DNS resolution to identify the IP Address used to connect to Workspace SIP Endpoint. When set to false, Workspace uses the IP Address provided by VDI infrastructure.

8.5.140.08

Workspace Desktop Edition Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
04/30/20 Update X


Helpful Links

What's New

This release contains the following new features and enhancements:

  • In Virtual Desktop Infrastructure (VDI) environments, the new sipendpoint.standalone.vdi-detection-use-dns specifies whether Workspace relies on DNS resolution to identify the IP address used to connect to the standalone Workspace SIP Endpoint. The default value is true. Set this option to false in environments where the VDI server's DNS resolution of client workstation host names is unreliable. See Configuration and administration by using options and annexes for information about configuring Workspace options.
  • In environments where the value of the login.voice.prompt-dn-less-phone-number option is set to true, enabling agents to specify their external phone number at login, the new login.voice.restore-dn-less-phone-number-on-logout option controls DN updates when agents log out. Setting this new option to false reduces the load on SIP Server and Configuration Server in the Genesys back end.
  • Hyperlinks in Outbound record Information fields of type string are now recognized when the expression.url option is specified.
  • The login.kerberos.agent-identification option in the interactionworkspace.exe.config file has been updated for environments where the agent's username in Configuration Server is a combination of user's samAccountName and the user's domain name. The implicitupn value has been added and the upn value has been modified:
    • implicitupn: Workspace 8.5.140.08 and higher uses the Implicit User Principal Name (iUPN), which is a combination of the samAccountName and the user's Domain name.
    • upn: Workspace 8.5.132.05 to 8.5.139.07 uses the User Principal Name (UPN) specified by Windows Administrator in the Windows Active Directory when provisioning the account of an agent. This mode is deprecated and should be substituted by implicitupn, but is maintained for compatibility purposes.
  • You can specify that the Chat interaction transcript displays as a right-to-left reading language by using the chat.transcript-message-text-direction option. By default, Workspace displays interactions as left-to-right reading.

Resolved Issues

This release contains the following resolved issues:


In the Interaction Search view Advanced Search panel, agents can now launch the search by pressing the Enter key. (IW-16666)


Rich Text copied from a Microsoft Word document can now be correctly pasted into an outgoing HTML Email interaction. (IW-16654)


The chat.auto-mark-done-owner-agent=true option is now correctly taken into account when a Chat session is automatically disconnected due to conversation inactivity. (IW-16624)


Monitoring and coaching of Chat interactions is now supported for Supervisor workstations with Turkish locales configured. (IW-16607)


Workspace now correctly displays distinct images in HTML formatted Emails interactions that contain multiple distinct embedded images that have the same file name. (IW-16580)


Transcripts of Chat interactions in the History view now correctly display the complete list of attachments. Previously, in some situations, when there was more than one attachment in a Chat interaction, not all attachments were displayed. (IW-16579)


In the My Messages view, sorting by date now works correctly. (IW-16574)


In outgoing Email interactions, font size units are now correctly supported. Previously, fonts specified in the point unit might not have displayed correctly in the Email received by a contact due to conversion to pixel units and rounding issues. (IW-16567)


Thumbnails of Chat interaction attachments are now all displayed at the same size. Previously, if an agent hovered their mouse pointer over a thumbnail that had a long file name, the Chat transcript layout was modified and no longer displayed correctly. (IW-16566)


Keyboard navigation in Team Communicator now works as expected. Previously, pressing the Down key could cause the focus to unexpectedly move away from Team Communicator, making it impossible to select a target. (IW-16550)


The Contact History Archive view now correctly displays Chat interaction attachments. (IW-16536)


The robustness of attaching files to Chat messages has been improved. Previously, adding a file to a Chat interaction could fail due to conditions on the agent workstation. (IW-16507)


Workspace now correctly supports the various combinations of the settings of the interaction.disposition.is-read-only-on-idle, interaction.case-data.is-read-only-on-idle and interaction.disposition.use-attached-data options. In particular, Workspace sends only the editable case information keys in the user event when the case data are editable after release but the Disposition code is set to not be sent with the full user data list. (IW-16497)


When there is more than one interaction in the Interaction Bar, the Interaction Bar button of an active interaction no longer disappears when another interaction is removed from the Interaction Bar. (IW-16474)


In Outbound ASM mode, option overrides specified in the configuration of Outbound Server objects (Campaign, Calling List, and so on) are now taken into account by Workspace. (IW-16412)


In SIP Business Continuity environments, Workspace no longer automatically logs in the Voice channel in the following scenario:

  • The Voice DN was logged in from outside the Workspace application — for example, from an ACD hard phone — before the agent logged in to Workspace.
  • The Voice DN was logged in from outside the Workspace application.
  • Switchover to the peer SIP Server pair occurs.

(IW-16235)


Upgrade Notes

No special procedure is required to upgrade to release 8.5.140.08.

This page was last edited on April 30, 2020, at 15:29.

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