intercommunication.voice.make-call-caller-id-business-attribute
Section: interaction-workspace
Default Value:
Valid Values: The name of a valid Business Attribute.
Changes Take Effect: When the session is started or restarted.
Specifies the name of the Business Attribute that contains the Attribute Values that are used as outbound caller IDs. This option is only applicable for external calls.
interaction.disposition.value-business-attribute
Section: interaction-workspace
Default Value: DispositionCode
Valid Values: The name of a valid Business Attribute.
Changes Take Effect: When the session is started or restarted.
Specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy as described in the Configuration Guide.
interaction.disposition.use-attached-data
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Specifies that attached data can be added to the interaction in UserEvent. This option can be overridden by a routing strategy as described in the Configuration Guide.
interaction.disposition.key-name
Section: interaction-workspace
Default Value: DispositionCode
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
Changes Take Effect: When the session is started or restarted.
Specifies the key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy as described in the Configuration Guide.
interaction.disposition.is-read-only-on-idle
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
If the value of this option is set to true, changes to case data after a voice interaction has been released are prevented. When values are modified or added after the voice call is released, the update is pushed to the back-end as a User Event when an agent clicks Done. This option can be overridden by a routing strategy as described in this Deployment Guide.
interaction.disposition.is-mandatory
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy as described in the Configuration Guide.
privilege.voice.show-monitoring.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to be notified that the current call is monitored by a supervisor.
privilege.voice.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables the agent to use the Voice channel.
privilege.voice.can-send-dtmf
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the application is started or restarted.
Enables agents to send DTMF during a voice call by using the on screen number keypad.
privilege.voice.can-one-step-transfer
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables instant conferencing of a voice call.
privilege.voice.can-one-step-conference
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables instant conferencing of a voice call.
voice.prompt-for-end
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Specifies whether Workspace displays a confirmation message when the agent clicks End. This option can be overridden by a routing strategy as described in the Configuration Guide.
voice.mark-done-on-release
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Specifies if an interaction should be closed automatically if a Release message is received. This option can be overridden by a routing strategy as described in the Configuration Guide.
voice.auto-answer
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the application is started or restarted.
Specifies whether a voice interaction is automatically answered when a EventRinging message is received. This option can be overridden by a routing strategy as described in the Configuration Guide.
voice.auto-answer.is-enabled-on-already-in-call
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the application is started or restarted.
Specifies whether a voice interaction is automatically answered if there is other active call(s) (used only with voice.auto-answer set to true). This option can be overridden by a routing strategy as described in the Configuration Guide.
voice.auto-answer
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the application is started or restarted.
Specifies whether a voice interaction is automatically answered when a EventRinging message is received. This option can be overridden by a routing strategy as described in the Configuration Guide.
privilege.voice.single-step-transfer.can-use-caller-id
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to use caller ID for single-step transfers.
privilege.voice.single-step-conference.can-use-caller-id
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to use caller ID for single-step conferences.
privilege.voice.show-monitoring.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to be notified that the current call is monitored by a supervisor.
privilege.voice.make-call.can-use-caller-id
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to use caller ID for making calls.
privilege.voice.consultation.can-use-caller-id
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to use caller ID for consultations.
privilege.voice.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables the agent to use the Voice channel.
privilege.voice.can-two-step-transfer
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables two step transfer of of a voice call.
privilege.voice.can-two-step-conference
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables two step conference for voice calls.
privilege.voice.can-send-dtmf
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the application is started or restarted.
Enables agents to send DTMF during a voice call by using the on screen number keypad.
privilege.voice.can-release-call
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to manually end voice calls.
privilege.voice.can-reject-call
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables an agent to reject an incoming voice call.
privilege.voice.can-one-step-transfer
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables instant conferencing of a voice call.
privilege.voice.can-one-step-conference
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables instant conferencing of a voice call.
privilege.voice.can-make-call
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables an agent to make a new voice call from any area enabling voice calls.
privilege.voice.can-forward
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables agents to forward voice calls.
privilege.voice.can-extend-after-call-work
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables an agent to extend the After Call Work state.
Voice Interactions
Workspace uses the following privileges to enable voice-related functionality:
You can use the following options in the [interaction-workspace] section to configure voice interactions:
- voice.auto-answer — Specifies whether a voice interaction is automatically answered when a TServer Ringing event is received. This option can be overridden by a routing strategy.
- voice.auto-answer.is-enabled-on-already-in-call — When voice.auto-answer is set to true, this option specifies whether a voice interaction is automatically answered if there is no other active call. This option can be overridden by a routing strategy.
- voice.mark-done-on-release — Specifies whether the Mark Done function is required to complete the release of the call.
- voice.prompt-for-end — Specifies whether Workspace displays a confirmation message when the agent clicks 'End'. This option can be overridden by a routing strategy as described in this Configuration Guide.
- privilege.voice.can-one-step-conference — Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.
- privilege.voice.can-one-step-transfer — Enables instant conferencing of a voice call. Depends on privilege.voice.can-use.
- privilege.voice.can-send-dtmf — Enables agents to send DTMF during a voice call. Depends on privilege.voice.can-use.
- privilege.voice.can-use — Mandatory to use the voice channel. When the value of this option is set to true, the agent is permitted to use the Voice channel.
- privilege.voice.show-monitoring.can-use — Enables agents to be notified that the current call is monitored by a supervisor.
- interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
- interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
- interaction.disposition.key-name — The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
- interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
- interaction.disposition.value-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy.
- intercommunication.voice.make-call-caller-id-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values used as an enumerated value to select the caller id during a make call.