New In Interaction Workspace 8.1.301.00

The following topics have been added or changed significantly since the 8.1.2 release:

• Information about the e-mail quality assurance (QA) review feature was added, including the new email.qa-review-dispositions-business-attribute configuration option.
• Configuration options were moved to their own pages, based on section and option prefix. You can access all of the Interaction Workspace pages from this page.
• Privilege tables were moved to their own pages, based on functionality. You can access all of the Interaction Workspace privileges from this page.
• Information about SIP Endpoint Session Border Controller (SBC) support was added to the following pages:
  • Interaction_Workspace_SIP_Endpoint
  • sipendpoint.sbc-register-address
  • sipendpoint.sbc-register-port
• The following subsections were added to Interaction Workspace and Genesys 8:
  • Internationalization
  • Inactivity Time-out
• The following information has been added to support the Web Callback media channel:
  • Web Callback Interactions
  • The table Web Callback Privileges has been added to the RolePrivileges page.
  • The Web Callback configuration options.
• Information about the E-Mail Interaction History and handling e-mail interactions that are in-progress was added to the E-Mail Interactions section of the Handling Interactions page.
• Information about configuring the Last Routed Agent feature was added to the following pages:
  • Contact Management: Last Routed Agent
  • Contact configuration options
    • contact.last-called-agent.enable
    • contact.last-called-agent.<media-type>.enable
• A new privilege was added to support manual contact assignment.
• Information about enabling Case Data to display hyperlinks as URLs, page titles, or as an anchor was added to the following pages:
  • Handling Interactions
  • Section: interaction-workspace
    • expression.url
    • interaction.case-data.enable-url-preview
• Information about enabling agents to add missing key-value pairs to case information is added to the following page:
  • Handling Interactions
• Information about configuring the Recent Interaction Notification feature was added to the following pages:
  • Managing Contacts
  • contact.metrics.time-frame-customer-notification
• The Handling_Interactions page was updated to include information about the Print Preview window:
  • Printing E-Mail Interactions
  • printing.use-print-preview
• The email.include-original-text-in-reply option was added to enable Interaction Workspace to include a copy of the original e-mail message in the outbound reply e-mail.
• The contact.history.filters-<custom attribute> option was added to support custom search fields based on business attributes that are specified in Universal Contact Server.
• Information about automatic Not-Ready Reasons at log in time was added to the following pages:
  • Managing Agent Status
  • Login configuration options.
• The Restricting Access to the Contact History and Contact Directory section was added to support filtering the contact search by custom attributes, including information about how to configure the contact.directory-permissions.<ContactAttributeName>.
• The Procedure: Creating Corporate Favorites was updated to include information about how to configure the Dynamic loading of corporate favorites into the interaction window team communicator according to the contact of the current interaction.
• Information about restricting Standard Response Library content by category and language has been added to the following pages:
  • Standard Resource Library
  • Standard Responses
• Information about how to configure agents to use nicknames (pseudonyms) during chat sessions was added to Chat Interactions. The following two options support agent nicknames:
  • chat.nickname
  • display-format.chat-agent-name
• Information about configuring the sorting order and activation order of tabs and other elements in Interaction Workspace windows was added to the following pages:
  • Configuring the Appearance and Content of the User Interface
  • View configuration options
• New privileges were added to support Team Lead Monitoring of currently active Chat and Voice interactions. Monitoring of currently active Chat interactions requires no further configuration after the task is assigned; however, information about configuring SIP Server was added to Team Lead Functionality for SIP Voice section.
• The Business Continuity page was updated to clarify the use of the disaster-recovery.site and disaster-recovery.name options.
• Missing information about forwarding inbound e-mail interactions to an external resource was added.
• The valid value for the interaction.override-option-key option was updated.
• The value and description of the keyboard.hotkey.agent-not-ready-with-reason.<Action Code> <value> options were corrected.
• The following additional configuration options were added or modified in this release:
  • contact.directory-default-mode
  • contact.directory-permissions.<ContactAttributeName>
  • contact.history.filters-<custom attribute>
  • contact.last-called-agent.<media-type>.enable
  • contact.last-called-agent.enable
  • contact.metrics.max-elements-customer-notification
  • contact.metrics.time-frame-customer-notification
  • contact.myhistory-displayed-columns-treeview
  • disaster-recovery.disable-login-errors
  • disaster-recovery.restore-agent-state
  • display-format.interaction-callback-name
  • email.include-original-text-in-reply
  • general.non-unicode-connection-encoding
  • intercommunication.<media-type>.routing-based-actions
  • login.chat.auto-not-ready-reason
  • login.email.auto-not-ready-reason
  • login.im.auto-not-ready-reason
  • login.sms.auto-not-ready-reason
  • login.voice.auto-not-ready-reason
  • login.webcallback.auto-not-ready-reason
  • login.webcallback.can-unactivate-channel
  • login.webcallback.is-auto-ready
  • login.<keyworkitemchannel>.auto-not-ready-reason
  • outbound.campaign-stale-timeout
  • license.lrm-enabled
  • printing.use-print-preview