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email.include-standard-response-subject-on-insert

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.100.05

Specifies whether the subject of the Standard Response that is selected by the agent is included in the email subject when an agent inserts the Standard Response in the email interaction.

interaction-bar.enable-quick-access

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


Specifies whether interaction windows are docked or undocked.

  • true: Interaction windows are docked to the interaction bar. Use the interaction-bar.quick-access-modes option to specify pinned or floating mode.
  • false: Interaction windows are undocked from the interaction bar (pre-8.5.0 legacy mode).

Note: In legacy mode, the Main Window layout is the same as when Quick Access is enabled: the interaction bar is located on the right of the Team Communicator control (instead of below it, as in the 8.1.4 release), and the Supporting Views are accessible from the ‘hamburger’ menu (instead of the toolbar buttons, as in the 8.1.4 release).

general.configuration-business-attribute-folder-cache-preload

Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated value list of valid Business Attribute object names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.141.04

Specifies the list of Business Attributes containing a list of folders in the Business Attribute Values area to be loaded and cached at agent login. Folders are used for tree structures in areas such as the Disposition tab and Case Data. The Business Attributes containing folders must also be specified by the general.configuration-business-attribute-cache-preload option or the Business Attribute containing folders will not be preloaded.

contact.multiple-value-attributes-enable-default-description

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.141.04

Specifies whether the default Business Attribute value of a drop-down list is automatically populated in the associated contact attribute field of the Contact Information tab. If set to true, the default value is set. If set to false, no value is set by default.

email.outbound.copy-editable-case-data-in-inbound

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.141.04

Specifies whether editable case data is copied back to the original inbound email from an outgoing reply email interaction when it is sent. This option does not affect interim-send email interactions. If set to false, the original inbound email case data is not updated.

login.voice.use-dn-less-login-extension

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At next voice channel login.
Introduced: 8.5.141.04
Related Options: login.voice.prompt-dn-less-phone-number

Specifies how the DN-less phone number provided by an agent during login is propagated to the Genesys back-end:

  • false: The phone number is stored in the agent's DN annex in Configuration Server.
  • true: The phone number is passed as an extension through the agent's login request to SIP Server (SIP Server 8.1.102.93 or higher is required).

email.reply-prefix

Section: interaction-workspace
Default Value: Re:<SPACE>
Valid Values: Any valid character string.
Changes Take Effect: Immediately.
Modified: 8.5.116.10

Specifies the reply-prefix that is added to subject of the inbound email. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy. The routing strategy can be used to identify the language of the email interaction and the reply prefix used by customers, and then to apply the same prefix to contact center replies in the email thread [Added: 8.5.116.10].

  • Workspace removes multiple reply prefixes and appends either the prefix specified by the routing strategy, the prefix specified by this option, or the default prefix if no prefix is configured [Added: 8.5.116.10].
  • Workspace only adds the reply prefix at the beginning of the subject if one does not already exist [Added: 8.5.116.10].
  • Agents can manually edit the subject prefix of a reply email interaction.

email.resend-prefix

Section: interaction-workspace
Default Value: No default value
Valid Values: Any valid character string.
Changes Take Effect: Immediately
Introduced: 8.5.141.04

Specifies the resend-prefix that is added to the subject of the outgoing email interaction that is created when an agent resends an outgoing or reply email from the History. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

8.5.141.04

Workspace Desktop Edition Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
06/25/20 Update X


Helpful Links

What's New

This release contains the following new features and enhancements:

  • You can specify a subject prefix to be used when an agent resends an outgoing or reply email from History (My History, Contact History, and Interaction Search) by using the email.resend-prefix option. Previously, when resending an email interaction from History, Workspace added the prefix specified by the email.reply-prefix option, and then, beginning with version 8.5.135.05, no prefix was applied to resent email interactions. (IW-16693)
  • You can specify whether the DN-less phone number specified by an agent during login is propagated to either Configuration Server or SIP Server. Passing the number as an extension to SIP Server enables you to limit the impact of multiple simultaneous login or logout events in the case of a Disaster Recovery/Business Continuity event. SIP Server 8.1.102.93 or higher is required for this feature. The following option has been added to support this feature: login.voice.use-dn-less-login-extension. (IW-16692)
  • You can have editable case data copied back to the original inbound email from an outgoing reply email interaction when it is sent by setting the value of the email.outbound.copy-editable-case-data-in-inbound option to true. This feature enables you to enforce the presence of mandatory case information keys in inbound email interactions. (IW-16615)
  • You can specify whether the default Business Attribute value of a drop-down list is automatically populated in the associated contact attribute field of the Contact Information tab by setting the value of the contact.multiple-value-attributes-enable-default-description option to true. (IW-16293)
  • You can pre-load folders of Business Attribute objects containing folders for folder/tree structure display for Disposition Codes and Case Data when an agent logs in to avoid a delay in loading this content when an interaction is first received. Use the general.configuration-business-attribute-folder-cache-preload option to configure this feature. (IW-16721)

Resolved Issues

This release contains the following resolved issues:


In environments where the interaction-bar.enable-quick-access option is set to false, if the Interaction Window is maximized during the handling of an interaction, the window now remains maximized. Previously, during the handling of email interactions, for example, the Interaction Window might unexpectedly resize. (IW-16740)


Long email addresses can now be read in the Contact Information view. Previously, long email addresses were displayed as truncated. (IW-16738)


In the SMS Interaction view, clicking Show Messages no longer causes previous SMS messages to be duplicated in the transcript area. Previously, in scenarios where an agent switched between SMS Interaction views while no contact was assigned to the interaction, messages in the transcript were duplicated. (IW-16711)


Workspace now handles embedded email images to support Yahoo Mail Service. Previously, embedded images added by Workspace might appear as attachments instead of embedded images in the Yahoo Mail client. (IW-16707)


Workspace no longer becomes temporarily unresponsive during the handling of Chat interactions when the performance of Configuration Server decreases. (IW-16706)


Support has been improved for the CSS of the <Button> HTML tag in email interactions. (IW-16705)


When an agent resends an email interaction that has a signature defined by an override option, the correct email signature is now attached to the email. (IW-16702)


Editable Case Information keys no longer become read-only in scenarios where Workspace temporarily loses the connection to Interaction Server or Interaction Server Proxy while the interaction is actively being handled by an agent. (IW-16688)


The Interaction Bar auto-hide feature has been improved so that the toolbar displays when the mouse pointer hovers over it and hides when the mouse moves away, and that the auto-hide behavior is retained after Workspace has been minimized and then restored. (IW-16658)


In environments where the value of the email.include-standard-response-subject-on-insert option is true, if the selected Standard Response has an empty Subject field, the Subject field of the email is left empty. Previously, in this scenario, the name of the Response was inserted into the email Subject field. (IW-16635)


For Outbound Campaign calls, the contact's dialed number is now displayed in the Recent view in Team Communicator. Previously, in some dialing scenarios, a technical number that had no meaning for the agent might have been displayed instead of the contact's phone number. (IW-16542)


In the Contact Information view, the options in drop-down menus for editable contact attributes now display in alpha-numeric order. (IW-16399)


Upgrade Notes

No special procedure is required to upgrade to release 8.5.141.04.

This page was last edited on June 25, 2020, at 15:07.

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