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pass-transcript-to-agent

Section: TServer
Default Value: false
Valid Values: false, true
Changes Take Effect: Immediately


Governs whether the target agent of a routed IM call receives a transcript of the message exchange between the customer and IM treatments prior to the agent’s connection.

  • If set to true, a transcript of the message exchange between the customer and IM treatments is passed to the targeted agent after the call is established.
  • If set to false, the agent does not receive the initial interaction between the customer and treatments.

Note: This option can be overridden by the extension key pass-transcript-to-agent set in TRouteCall.

Attribute Extensions

T-Server supports the use of the Extensions attribute as documented in the Genesys Events and Models Reference Manual and the Platform SDK .NET (or Java) API Reference.

Additionally, the Extensions described in the following table are also supported.

Extension Used In Description
Key Type
Call-related Requests and Events
Conversation-ID String EventHeld

EventRetrieved
EventError
EventAbandoned
EventDialing
EventDiverted
EventEstablished
EventNetworkReached
EventPartyAdded
EventPartyChanged
EventPartyDeleted
EventQueued
EventReleased
EventRinging
EventRouteRequest
EventRouteUsed
EventTreatmentApplied
EventTreatmentEnd

Enables to identify different media calls as members of the same Lync conversation.

The Conversation-ID could be changed during the duration of the call—for example, as a result of call merge.

Cookie String TMakeCall For internal usage.
chat String TMakeCall Specifies media for a call. Valid values are true and false.
pass-transcript-to-agent String TRouteCall Governs whether the target agent of a routed IM call receives a transcript of the message exchange between the customer and IM treatments prior to the agent’s connection.
  • If set to true, a transcript of the message exchange between the customer and IM treatments is passed to the targeted agent after the call is established.
  • If set to false, the agent does not receive the initial interaction between the customer and treatments.

Note: If set, it overrides the pass-transcript-to-agent Application-level configuration option.

USER_ANN_ID String EventTreatmentEnd Specifies the message identifier, an integer, recorded by the user specified with USER_ID.
INTERRUPTED String EventTreatmentEnd Valid values:
  • NO—If the announcement is not interrupted.
  • KEYPAD—If it is interrupted by keypad entry.
  • VOICE—If it is interrupted by the caller speaking something.
COMPLETION_STATUS String EventTreatmentEnd Valid values:
  • NORMAL—If the treatment is completed normally (optional).
  • TIMEOUT—If the digit collection is timed out before all required digits could be collected.
  • CANCELLED—If the treatment is cancelled by a request from the router.
VERIFICATION_STATUS String EventTreatmentEnd Valid values:
  • 1—The result of digits verification is successful.
  • 0—The result of digits verification is not successful.
cause String EventDNOutOfService Introduced in 8.5.001.14. Specifies the cause of DN unavailability in text form, for troubleshooting purposes, when T-Server unregisters a device on the Connector, and consequently on Skype for Business Server, when a DN is deleted or disabled in the Configuration Layer.
DN-related Requests and Events
PresenceType String EventRegistered

EventAddressInfo
EventDNBackInService
EventDNOutOfService
EventDNDOn
EventDNDOff

Introduced in 8.5.001.44. Indicates the type of presence that the Connector currently monitors for the DN device. The following values are supported:
  • local—indicates that the Connector monitors a local presence of a device and allows to change it.
  • remote—indicates that the Connector monitors a remote presence of a device and rejects attempts to change it.
Emulated Agents
WrapUpTime Integer TAgentLogin

TAgentNotReady

Specifies whether T-Server applies the automatic wrap-up timer when an agent sends the TAgentNotReady request

while in idle state.

LegalGuardTime Integer TAgentLogout Specifies a legal-guard time (in seconds) for agents to postpone the transition to the Ready state after a business call or after timed ACW.
LogoutOnDisconnect Boolean TRegisterAddress Specifies how the EventLogout message is distributed. If it is true, the EventLogout message is distributed as soon as the client that requested the login disconnects from T-Server or unregisters the DN in question. The EventLogout message is distributed when T-Server distributes EventOutOfService.
Presence-profile String TAgentLogin Specifies the profile name that is assigned for the DN during a particular agent session.
LegalGuardTime Integer TAgentLogout Specifies a legal-guard time (in seconds) for agents to postpone the transition

to the Ready state after a business call or after timed ACW.

Call Supervision
MonitorMode String TMonitorNextCall

TRouteCall
TSetMuteOn
TSetMuteOff
EventPrivateInfo

Specifies the monitoring mode as follows:
  • mute, normal—A mute connection.
  • connect—A three-party conference call (open supervision).
  • coach—Only the agent can hear the supervisor (whisper coaching).

If MonitorMode is set to coach in the TSetMuteOff or TSetMuteOn request, the monitoring mode is changed to whisper coaching for the current supervision session. Note: TSetMuteOn and TSetMuteOff support only the coach value.

MonitorScope String TMonitorNextCall
TRouteCall
Specifies the required intrusion/observation scope. Values:
  • agent—The monitoring is initiated for a specific agent. The supervisor is disconnected when the call is transferred or released, but will be connected to the next call that is routed to the same agent.
  • call—The monitoring is initiated to track an entire customer call. If the call is transferred to another agent, queue, or VRU, the monitoring function continues with the call until the customer disconnects the call.
AssistMode String TSingleStep-Conference Specifies the required assistance mode. Values:
  • connect—This is the default value - a three-party conference call.
  • coach—Only the agent can hear the supervisor (whisper coaching).
Call Recording
record String TRouteCall Values:
  • destination—Recording continues until the destination of TRouteCall is present on the call.
  • source—Recording continues until an originator is present on the call.
  • disabled—Recording does not start even if the destination of TRouteCall has mandatory recording configured.
No-Answer Supervision
NO_ANSWER_ACTION String TAgentLogin Values:
  • none—SIP Server takes no action on agents when calls are not answered.
  • notready—SIP Server sets agents to NotReady when calls are not answered.
  • logout—SIP Server automatically logs out agents when calls are not answered.
NO_ANSWER_TIMEOUT Integer TRouteCall If set, the value of this key overrides any value set in the no-answer-timeout configuration option for the current call.

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This page was last modified on April 4, 2018, at 14:50.