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outbound.call-result-is-mandatory

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


Specifies whether it is mandatory for agents to set a Call Result before Marking Done an Outbound interaction. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

log.PSDK.SwitchPolicy

Section: interaction-workspace
Default Value: Standard
Valid Values: One value from this list: All, Debug, Trace, Interaction, Standard, Alarm
Changes Take Effect: Immediately.
Introduced: 8.5.100.05

Specifies the level of logging for the PSDK SwitchPolicy API.

email.include-original-text-in-reply

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


Specifies whether the text of the original inbound email is included in the outbound reply email. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

display-format.contact-name

Section: interaction-workspace
Default Value: $Contact.FullName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Contact.FirstName$,$Contact.LastName$,$Contact.FullName$,$Contact.PhoneNumber$,$Contact.EmailAddress$,$CustomContactAttribute.X$ (x: name of custom contact business attribute)
Changes Take Effect: Immediately.
Introduced: 8.5.100.05

Specifies the display format of the contacts that are displayed in the Team Communicator and Contact Directory list views by specifying a string that contains a combination of string and field codes. The '|' character can be used to specify that fallback display rules are used in case the field codes do not contain any non-empty strings. Note: the FullName attribute is defined as a string of the string dictionary ('Display.Contact.Name.Format.FullName') which can be localized.

application.wiki-help-locale

Section: interaction-workspace
Default Value:
Valid Values: A locale name based on format LanguageCode-CountryCode (ex: 'en-US').
Changes Take Effect: At next request to the online help.
Introduced: 8.5.100.05

Specifies the locale of the Workspace online help. When this option is left empty, Workspace tries to find the online help that corresponds with the current language selected by the agent. If set to a valid locale (LanguageCode-CountryCode, for example: en-US), Workspace accesses the online help of the specified language.

gui.themes

Section: interaction-workspace
Default Value: Default,HighContrast,Blue,Royale,Fancy
Valid Values: A comma-separated of theme names.
Changes Take Effect: When the application is started or restarted.


Specifies the list of themes that are displayed in the Change Theme menu. If this option contains only one theme, that theme is applied by default, and the theme selection menu will not be included in the agent interface. The HighContrast theme is meant primarily for accessibility.

voicemail.notification-types

Section: interaction-workspace
Default Value: personal,public
Valid Values: A comma separated list of valid voicemail box types: personal and public
Changes Take Effect: At the next change of the counter that tracks the number of voicemail messages.


Specifies the types of voicemail boxes that will be included in the count of unread voicemail messages in the Main Window. The value personal refers to the voicemail box that is identified as the personal voicemail box of the agent. The value public refers to group voicemail boxes to which the agent has access.

voicemail.access-number

Section: interaction-workspace
Default Value:
Valid Values: Any valid DN
Changes Take Effect: When the application is started or restarted.


Specifies the number to call to access your voicemail system.

sipendpoint.policy.device.capture_device

Section: interaction-workspace
Default Value:
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters. And also Regular expressions characters (. $ ^ { [ ( | ) * + ? \).
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.policy.session.auto_accept_video
Introduced: 8.5.101.14

Specifies the regular expression used to recognize the video capture device. This option is applicable only if the value of the sipendpoint.policy.session.auto_accept_video option is set to 1. This option requires Workspace SIP Endpoint 8.5.1 or higher.

sipendpoint.policy.device.audio_out_device

Section: interaction-workspace
Default Value:
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters. And also Regular expressions characters (. $ ^ { [ ( | ) * + ? \).
Changes Take Effect: When the application is started or restarted.


Specifies the regular expression used to recognize device name for the agent's speakers. This option requires Workspace SIP Endpoint 8.5.1 or above.

sipendpoint.policy.device.audio_in_device

Section: interaction-workspace
Default Value:
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters. And also Regular expressions characters (. $ ^ { [ ( | ) * + ? \).
Changes Take Effect: When the application is started or restarted.


Specifies the regular expression used to recognize the device name for the agent's microphone. This option requires Workspace SIP Endpoint 8.5.1 or above.

sipendpoint.policy.endpoint.video_max_bitrate

Section: interaction-workspace
Default Value: 1000
Valid Values: Any positive integer value greater than 0.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.101.14

The maximum video bit-rate in kb/sec.

accessibility.<media-type>.focus-on-interaction-toast

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.101.14
Related Options: accessibility.focus-on-interaction-toast

Specifies that all Interaction Notification views for the <media-type> receives the focus when they are displayed. When a value for this option is set, this option overrides the accessibility.focus-on-interaction-toast option. This option does not rely on the accessibility.visual-impairment-profile option; therefore, it applies to all configured agents, not just visually impaired agents.

accessibility.focus-on-interaction-toast

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.101.14

Specifies that all Interaction Notification views receive the focus when they are displayed. This option does not rely on the accessibility.visual-impairment-profile option; therefore, it applies to all configured agents, not just visually impaired agents.

contact.editable-attributes

Section: interaction-workspace
Default Value: $All$
Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names, for example: LastName, FirstName, PhoneNumber, EmailAddress.
Changes Take Effect: When the application is started or restarted.
Dependencies: contact.displayed-attributes
Introduced: 8.5.101.14

The list of Contact attributes that can be changed by Agent. 'Contact - Can Edit Contact' privilege must be granted. A comma-separated value list of Attribute Value names that correspond to contact field names: either $All$ or one or more of the values that are defined by the contact.displayed-attributes option. If this option is left blank (""), no fields are editable.

display-format.virtual-queue.name

Section: interaction-workspace
Default Value: $VirtualQueue.AnnexValue$|$VirtualQueue.DictionaryValue$|$VirtualQueue.Alias$|$VirtualQueue.Number$@$VirtualQueue.Location$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $VirtualQueue.Number$,$VirtualQueue.Alias$,$VirtualQueue.Location$,$VirtualQueue.DictionaryValue$,$VirtualQueue.AnnexValue$
Changes Take Effect: Immediately.
Modified: 8.5.101.14, 8.5.109.16

Specifies the display format of Virtual Queues by specifying a string that contains the following field codes: $VirtualQueue.Number$,$VirtualQueue.Alias$,$VirtualQueue.Location$,$VirtualQueue.DictionaryValue$,$VirtualQueue.AnnexValue$. If all field codes are empty, the following field codes are used: $VirtualQueue.Number$@$VirtualQueue.Location$.

display-format.routing-point.name

Section: interaction-workspace
Default Value: $RoutingPoint.AnnexValue$|$RoutingPoint.DictionaryValue$|$RoutingPoint.Alias$|$RoutingPoint.Number$@$RoutingPoint.Location$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $RoutingPoint.Number$,$RoutingPoint.Alias$,$RoutingPoint.Location$,$RoutingPoint.DictionaryValue$,$RoutingPoint.AnnexValue$
Changes Take Effect: Immediately.
Modified: 8.5.101.14, 8.5.109.16

Defines the display format of Routing Points by specifying a string that contains the following field codes: $RoutingPoint.Number$,$RoutingPoint.Alias$,$RoutingPoint.Location$,$RoutingPoint.DictionaryValue$,$RoutingPoint.AnnexValue$. If all field codes are empty, the following field codes are used: $RoutingPoint.Number$@$RoutingPoint.Location$.

display-format.interaction-queue.name

Section: interaction-workspace
Default Value: $InteractionQueue.AnnexValue$|$InteractionQueue.DictionaryValue$|$InteractionQueue.DisplayName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $InteractionQueue.DisplayName$,$InteractionQueue.Name$,$InteractionQueue.Media$,$InteractionQueue.DictionaryValue$,$InteractionQueue.AnnexValue$
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.101.14, 8.5.109.16

Defines the display format of Interaction Queues by specifying a string that contains the following field codes: $InteractionQueue.Name$,$InteractionQueue.Media$,$InteractionQueue.DictionaryValue$,$InteractionQueue.AnnexValue$. If all field codes are empty, the following field codes are used: $InteractionQueue.Media$@$InteractionQueue.Name$.

display-format.acd-queue.name

Section: interaction-workspace
Default Value: $ACDQueue.AnnexValue$|$ACDQueue.DictionaryValue$|$ACDQueue.Alias$|$ACDQueue.Number$@$ACDQueue.Location$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $ACDQueue.Number$,$ACDQueue.Alias$,$ACDQueue.Location$,$ACDQueue.DictionaryValue$,$ACDQueue.AnnexValue$
Changes Take Effect: Immediately.
Modified: 8.5.101.14. 8.5.109.16, 8.5.117.18

Defines the display format of ACD Queues by specifying a string that contains the following field codes: $ACDQueue.Number$,$ACDQueue.Alias$,$ACDQueue.Location$,$ACDQueue.DictionaryValue$,$ACDQueue.AnnexValue$. If all field codes are empty, the following field codes are used: $ACDQueue.Number$@$ACDQueue.Location$.

display-format.workbin.name

Section: interaction-workspace
Default Value: $Workbin.AnnexValue$|$Workbin.DictionaryValue$|$Workbin.DisplayName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Workbin.Name$, $Workbin.DisplayName$, $Workbin.DictionaryValue$, $Workbin.AnnexValue$.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the workbins that are displayed in Workbins view by specifying a string that contains a combination of string and field codes. The $Workbin.AnnexValue$ field code represents the display name of the object.

display-format.skill.name

Section: interaction-workspace
Default Value: $Skill.AnnexValue$|$Skill.DictionaryValue$|$Skill.Name$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Skill.Name$, $Skill.DictionaryValue$, $Skill.AnnexValue$.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the skills that are displayed in Team Communicator by specifying a string that contains a combination of string and field codes. The $Skill.AnnexValue$ field code represents the display name of the object.

display-format.business-attribute.name

Section: interaction-workspace
Default Value: $BusinessAttribute.AnnexValue$|$BusinessAttribute.DictionaryValue$|$BusinessAttribute.DisplayName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $BusinessAttribute.Name$, $BusinessAttribute.DisplayName$, $BusinessAttribute.Description$, $BusinessAttribute.DictionaryValue$,$BusinessAttribute.AnnexValue$. The $BusinessAttribute.AnnexValue$ field code represents the display name of the object.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the business attributes that are displayed in Interaction View, Contact Directory, Contact Profile, Contact History, Media type, etc by specifying a string that contains a combination of string and field codes.

display-format.agent-group.name

Section: interaction-workspace
Default Value: $AgentGroup.AnnexValue$|$AgentGroup.DictionaryValue$|$AgentGroup.Name$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $AgentGroup.Name$, $AgentGroup.DictionaryValue$, $AgentGroup.AnnexValue$.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the skills that are displayed in Team Communicator, My Statistics, and Voice Mail by specifying a string that contains a combination of string and field codes.

The $AgentGroup.AnnexValue$ field code represents the display name of the object.

display-format.action-code.name

Section: interaction-workspace
Default Value: $ActionCode.AnnexValue$|$ActionCode.DictionaryValue$|$ActionCode.Name$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $ActionCode.Name$, $ActionCode.DictionaryValue$, $ActionCode.AnnexValue$.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the action codes that are displayed in Global Agent Status Control and My Channels view by specifying a string that contains a combination of string and field codes.

The $ActionCode.AnnexValue$ field code represents the display name of the object.

general.configuration-object-collection-cache-timeout

Section: interaction-workspace
Default Value: 0
Valid Values: Any positive integer value.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.101.14
Related Options: teamcommunicator.list-filter-showing

Specifies the amount of time, in hours, to keep the list of objects in a local cache file before requesting it again from Configuration Server. Once the timeout is expired, Workspace request the objects from Configuration Server the next time that Team Communicator is initialized, such as at the next session login if Team Communicator is already initialized for the current session. The value 0 means that no local cache is created. This list of objects is loaded and cached based on the value of the teamcommunicator.list-filter-showing option.

general.configuration-agent-collection-loading-method

Section: interaction-workspace
Default Value: read-objects
Valid Values: One value from this list:read-objects,brief-info
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.101.14
Related Options: display-format.agent-name, teamcommunicator.list-filter-showing

Specifies the method that Workspace uses to retrieve the collection of agents from Configuration Server. This retrieval happens when the teamcommunicator.list-filter-showing option contains the value Agent. Choose the method that best meets your business requirements, system environment, and scale constraints:

  • read-objects—This is the legacy agent-retrieval method. This method returns the list of agents according to the "read" permission of the current agent. For each retrieved agent this method returns the full agent data from Configuration Server, including annex structure, in an uncompressed format. The bandwidth consumed can be much larger than the other retrieval methods.
  • brief-info—For each retrieved agent, this method returns only a subset of the agent data. This can result in significant network bandwidth optimization, as well as a decrease of the load on Configuration Server. Configuration Server ignores the "read" permissions of the current agent when returning the list of object; therefore, the Team Communicator provides access to all the agents of the Tenant. This methods does not provide access to the field EmployeeID; therefore, when displaying search results in Team Communicator, the value $Agent.EmployeeID$ is ignored when it is specified in the display-format.agent-name option.

sipendpoint.codecs.h264.fmtp

Section: interaction-workspace
Default Value: profile-level-id=420028
Valid Values: The string 'profile-level-id=' followed by a sequence of 3 hexadecimal values in the '00'-'FF' range that respectively define the profile_idc, profile-iop and level-idc.
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.policy.session.auto_accept_video
Introduced: 8.5.101.14

Specifies the profile of the H.264 codec. This option is applicable only if the value of the sipendpoint.policy.session.auto_accept_video option is set to 1.

sipendpoint.codecs.g729/8000.fmtp

Section: interaction-workspace
Default Value: annexb=yes
Valid Values: annexb=yes, annexb=no
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.101.14

Specifies whether the G729 codec is configured with AnnexB = Yes or AnnexB = No.

gui.magnification-factor

Section: interaction-workspace
Default Value: normal
Valid Values: normal, medium, large, xlarge
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.102.06

Specifies the ratio of the display size of interface elements in the Workspace interface to enable agents to view these interface elements at larger sizes. The following ratios are supported:

  • normal: 1.00 (legacy)
  • medium: 1.25
  • large: 1.50
  • xlarge: 1.75

This feature functions only with the default Workspace 8.5 GUI themes, and to custom themes that are developed according to the documentation and samples of the Workspace Developer's Guide. If the blue, royale, and fancy legacy themes are used, the magnification is forced to normal.

teamcommunicator.routing-point-presence-metrics

Section: interaction-workspace
Default Value: routing-point-presence
Valid Values: A string that contains a comma separated list of routing point presence options section names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.102.06

Specifies a list of routing point presence sections. Each of these sections contain a valid statistic name related to the routing point, the text to be displayed in Team Communicator, a warning level value, an error level value, and a list of object ids that apply to this presence statistic.

teamcommunicator.queue-presence-metrics

Section: interaction-workspace
Default Value: queue-presence
Valid Values: A string that contains a comma separated list of queue presence options section names.
Changes Take Effect: When the application is started or restarted.


Specifies a list of queue presence sections. Each of these sections contain a valid statistic name related to the queue, the text displayed in Team Communicator, a warning level value, an error level value, and a list of object ids that apply to this presence statistic.

teamcommunicator.interaction-queue-presence-metrics

Section: interaction-workspace
Default Value: interaction-queue-presence
Valid Values: A string that contains a comma separated list of interaction queue presence options section names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.102.06

Specifies a list of interaction queue presence sections. Each of these sections contain a valid statistic name related to the interaction queue, the text to be displayed in Team Communicator, a warning level value, an error level value, and a list of object ids that apply to this presence statistic.

login.store-username

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.103.10

Specifies whether the most recently used Username is stored locally in the user profile. If the value is false, the previous value is cleared.

voice.cancel-after-call-work-on-done

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately.
Introduced: 8.5.103.10

If the value false is specified, agents must manually change their state from After Call Work to some other status. If the value true is specified, the After Call Work state is changed to the former status when an agent clicks Done.

interaction.disposition.email.mandatory-actions

Section: interaction-workspace
Default Value:
Valid Values: A comma separated list of actions from the following list: Transfer, Forward
Changes Take Effect: At the next interaction.
Introduced: 8.5.103.10
Modified: 8.5.117.18
Related Options: interaction.disposition.is-mandatory

Some email interaction actions, such as 'Transfer' and 'Forward as an attachment', have an uncertain final status. This option enables you to specify whether the mandatory disposition code must be completed by the agent before applying a 'Transfer' or 'Forward as an attachment' action. If Transfer and/or Forward are specified for this option, agents must complete the disposition code that is configured as mandatory before completing one of these actions. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

voice.end-consultation-method

Section: interaction-workspace
Default Value: reconnect
Valid Values: reconnect, release
Changes Take Effect: At the next interaction.
Introduced: 8.5.103.10

Specifies the type of telephony action that is executed when an agent clicks End during a voice consultation call.

  • reconnect: A Reconnect Call action is applied, which results in the automatic retrieval of the leg which was on hold during the consultation.
  • release: A Release Call action is applied, which releases the consultation leg while keeping the principal leg on hold. This enables agents to make a subsequent consultation call without retrieving the main party first. Note: Genesys SIP Server supports this mode but not all switch environments can support it. For other switches, consult the corresponding documentation.

chatserver.addp.trace-mode

Section: interaction-workspace
Default Value: off
Valid Values: One value from this list: client,remote,full,off
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15

Specifies the level of logging for ADDP.

  • client: Select Trace On Client Side to turn on ADDP at the client. The client application will generate ADDP-related messages in its logs.
  • remote: Select Trace On Server Side to turn on ADDP at the server. The application will generate ADDP-related messages in its logs.
  • full: Select Trace On Both Sides to turn on ADDP at both the client and server. The Client and server applications will both generate ADDP-related messages in their logs.
  • off: Select Trace Is Turned Off to turn off ADDP tracing altogether. ADDP-related messages will not be generated.

This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chatserver.addp.remote-timeout

Section: interaction-workspace
Default Value: 0
Valid Values: from 0 to MAXINT
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15

Specifies the duration, in seconds, that Chat Server sends polling signals to Workspace. The value 0 means this functionality is disabled. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chatserver.addp.local-timeout

Section: interaction-workspace
Default Value: 0
Valid Values: 0 to MAXINT
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15

Specifies the duration, in seconds, that Workspace sends polling signals to the Chat Server. The value 0 means this functionality is disabled. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

contact.myhistory-quick-search-attributes

Section: interaction-workspace
Default Value: Subject
Valid Values: A comma-separated value list of valid interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the interaction attributes that are used to search interactions in the quick search mode of the My History view. Refer to Deployment Guide for the list of interaction attributes

contact.myhistory-displayed-columns

Section: interaction-workspace
Default Value: Status,Subject,StartDate,EndDate
Valid Values: A comma-separated value list of interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the list of interaction attributes that are displayed in the 'My History' view, for example: Status, Subject, StartDate, EndDate.

contact.history.media-filters

Section: interaction-workspace
Default Value: voice,email,chat,sms
Valid Values: A comma-separated value of valid media type names including: voice,email,chat,sms,facebook,facebooksession,facebookprivatemessage,twitter,twitterdirect
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.104.15, Social Media Plugin 9.0.002.05

Specifies the list of media types that can be used to filter the 'Contact History', 'My History', and the result list of 'Interaction Search'.

contact.history-quick-search-attributes

Section: interaction-workspace
Default Value: Subject
Valid Values: A comma-separated value list of valid interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the interaction attributes that are used to search interactions in the quick search mode of the 'Contact History' view. Refer to Deployment Guide to get the definition of interaction attributes.

contact.history-search-attributes

Section: interaction-workspace
Default Value: Status,StartDate,EndDate,Subject
Valid Values: A comma-separated value list of Interaction attributes.
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.104.15

Specifies the list of interaction attributes that an agent can use in the 'Advanced Search' mode of 'Contact History', 'My History' and 'Interaction Search' views.

contact.history-search-attribute-group.<group-name>

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated value list of interaction attributes.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies a group of History search attributes.
Use this option as a template and modify its name by replacing the <group-name> by an actual name of group that will appear in Advanced Search mode of 'Contact History', 'My History' and 'Interaction Search' views.
You can define a localizable display name to this group by creating the key 'Contacts.InteractionSearchView.Group.<group-name>' in any dictionary file of the corresponding language and assigning it a 'String' attribute containing the display name.

contact.history-custom-attribute-values.<attribute-name>

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated value list of interaction attributes.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies a list of attribute value names that are used to create a drop-down menu that contains valid values of custom interaction attributes in the Advanced Search mode of Contact History, My History, and Interaction Search views. Use this option as a template, modifying its name by replacing <attribute-name> by the name of an interaction attribute configured to be displayed in the Advanced Search view. You can define a display name that can be localized to each of the possible values of this interaction attribute by creating the key Contacts.ContactDirectoryView.CustomAttribute.<custom-attribute-name>.<attribute-value-name> in any dictionary file of the corresponding language and assigning it a "Content" attribute that contains the display name.

contact.history-advanced-default

Section: interaction-workspace
Default Value: Status,StartDate
Valid Values: A comma-separated value list of interaction attributes.
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.104.15, 8.5.112.08

Specifies the list of interaction attributes that are presented by default in the advanced search form of the Contact History, My History and Interaction Search views. Once an agent has personalized the list of advanced search attributes, the personalized list of attributes takes precedence over this option in subsequent sessions (8.5.112.08 and higher).

contact.directory-permissions.<ContactAttributeName>

Section: interaction-workspace
Default Value:
Valid Values: In a key, a valid searchable contact attribute name. In a value, a comma-separated list of strings applicable to the specified contact attribute.
Changes Take Effect: At the next contact search.


This option can be used as a template to specify a contact attribute name (in a key) and the associated values (in a value) that is used to restrict the access of specific agents to the Contact Directory view. Modifies the search logic whenever the Application, Tenant, Agent Group, or Agent makes a contact search request based on a set of attribute values that are configured for contacts in your Universal Contact Server database. Refer to the Restricted Access section for information about how to configure this option.

contact.date-search-types

Section: interaction-workspace
Default Value: On,OnOrAfter,Before,Between
Valid Values: Select at least one from the list.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

The list of search types that are available for the agent to use to search the contact database by date.

contact.all-interactions-quick-search-attributes

Section: interaction-workspace
Default Value: Subject
Valid Values: A comma-separated value list of valid interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the interaction attributes that are used to search interactions in the quick search mode of the 'Interaction Search' view. Refer to Deployment Guide to get the definition of interaction attributes.

contact.all-interactions-displayed-columns

Section: interaction-workspace
Default Value: Status,Subject,StartDate,EndDate
Valid Values: A comma-separated value list of interaction attribute names from the following list: Subject, Status, ContactId, StartDate, OwnerId, EndDate, and custom attributes.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies the list of interaction attributes that are displayed in the result list of the Interaction Search view, for example: Status, Subject, StartDate, EndDate

contact.all-interactions-default-time-filter-main

Section: interaction-workspace
Default Value: 1W
Valid Values: A value from the following list: All, 1M, 1W, 1D
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.104.15

Specifies which Time Filter is selected by default in the Interaction Search view.

  • All — All interactions from Main UCS Data Base.
  • 1M — Interactions from Main UCS Data Base that were created less than 1 month ago.
  • 1W — interactions from Main UCS Data Base that were created less than 1 week ago.
  • 1D — interactions from Main UCS Data Base that were created less than 1 day ago.

email.forward.enable-instructions

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15

Specifies whether it is possible for agents to add instructions when forwarding an inbound email as an attachment to an external resource.

email.forward.enable-cc-addresses

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15

Specifies whether it is possible to add cc addresses when forwarding an inbound email as an attachment to an external resource.

email.forward.enable-multiple-to-addresses

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.104.15

Specifies whether it is possible to forward an inbound email as an attachment to multiple external resources.

contact.directory-enabled-modes

Section: interaction-workspace
Default Value: ListView,GridView
Valid Values: A comma-separated value list of views from the following list: ListView, GridView.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.105.12

Specifies which view of the Contact Directory can be selected.

  • ListView: Quicker search performance and tokenized search items, but no sort on the result. This view can be enabled only if the 'Contact' index is activated in UCS.
  • GridView: Results are sortable result, but the search is less powerful, and the search items are non-tokenized.

spellchecker.<media-type>.prompt-on-send

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.105.12

Specify by media type whether you want agents to be prompted when they click Send if there are misspelled words in an email, chat, or SMS message. The following media names are supported: chat, email, sms.

<media-type>.auto-answer.timer

Section: interaction-workspace
Default Value: 0
Valid Values: any integer greater or equal to 0
Changes Take Effect: At the next interaction.
Dependencies: <media-type>.auto-answer
Introduced: 8.5.105.12
Related Options: outbound.push-preview.auto-answer.timer

When the <media-type>.auto-answer option with matching media type is set to true, this option specifies the time in seconds after which the incoming interactions of this type is automatically answered. A value of 0 means immediate auto-answer. Note that for outbound push-preview interactions, the applicable option is outbound.push-preview.auto-answer.timer. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

<media-type>.auto-answer.enable-reject

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Dependencies: <media-type>.auto-answer, <media-type>.auto-answer.timer
Introduced: 8.5.105.12

When the <media-type>.auto-answer option with matching media type is set to true and <media-type>.auto-answer.timer is greater than 0, this option specifies if the reject button should be enabled when the corresponding privilege is granted. Privilege InteractionWorkspace.Voice.canRejectCall, or InteractionWorkspace.<media-type>.canDecline for open media. Note that for outbound push-preview interactions, the applicable option is 'outbound.push-preview.auto-answer.enable-reject'. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

webcallback.auto-answer.timer

Section: interaction-workspace
Default Value: 0
Valid Values: Any integer greater than or equal to 0.
Changes Take Effect: At the next interaction.
Dependencies: webcallback.auto-answer
Introduced: 8.5.105.12

Specifies the time, in seconds, after which an incoming interaction is automatically answered if the value of webcallback.auto-answer is set to true. If the value 0 is specified, interactions are immediately auto-answered. If any positive integer value is specified, then an interaction notification is displayed to the agent and a timer counts down the seconds until the interactions is auto-answered. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

webcallback.auto-answer.enable-reject

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Dependencies: webcallback.auto-answer, webcallback.auto-answer.timer
Introduced: 8.5.105.12

Specifies whether the Reject button is available in the interaction notification when the value of webcallback.auto-answer is set to true and the value of webcallback.auto-answer.timer is greater than 0. The privilege to reject interactions must be granted. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

voice.auto-answer.timer

Section: interaction-workspace
Default Value: 0
Valid Values: Any integer greater than or equal to 0.
Changes Take Effect: At the next interaction.
Dependencies: voice.auto-answer
Introduced: 8.5.105.12

Specifies the time, in seconds, after which an incoming interaction is automatically answered if the value of voice.auto-answer is set to true. If the value 0 is specified, interactions are immediately auto-answered. If any positive integer value is specified, then an interaction notification is displayed to the agent and a timer counts down the seconds until the interactions is auto-answered. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

voice.auto-answer.enable-reject

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Dependencies: outbound.push-preview.auto-answer, voice.auto-answer.timer
Introduced: 8.5.105.12

Specifies whether the Reject button is available in the interaction notification when the value of outbound.push-preview.auto-answer is set to true and the value of voice.auto-answer.timer is greater than 0. The privilege to reject interactions must be granted. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

sms.auto-answer.timer

Section: interaction-workspace
Default Value: 0
Valid Values: Any integer greater than or equal to 0.
Changes Take Effect: At the next interaction.
Dependencies: sms.auto-answer
Introduced: 8.5.105.12

Specifies the time, in seconds, after which an incoming interaction is automatically answered if the value of sms.auto-answer is set to true. If the value 0 is specified, interactions are immediately auto-answered. If any positive integer value is specified, then an interaction notification is displayed to the agent and a timer counts down the seconds until the interactions is auto-answered. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

sms.auto-answer.enable-reject

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Dependencies: sms.auto-answer, sms.auto-answer.timer
Introduced: 8.5.105.12

Specifies whether the Reject button is available in the interaction notification when the value of sms.auto-answer is set to true and the value of sms.auto-answer.timer is greater than 0. The privilege to reject interactions must be granted. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

outbound.push-preview.auto-answer.timer

Section: interaction-workspace
Default Value: 0
Valid Values: Any integer greater than or equal to 0.
Changes Take Effect: At the next interaction.
Dependencies: outbound.push-preview.auto-answer
Introduced: 8.5.105.12

Specifies the time, in seconds, after which an incoming interaction is automatically answered if the value of outbound.push-preview.auto-answer is set to true. If the value 0 is specified, interactions are immediately auto-answered. If any positive integer value is specified, then an interaction notification is displayed to the agent and a timer counts down the seconds until the interactions is auto-answered. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

outbound.push-preview.auto-answer.enable-reject

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Dependencies: outbound.push-preview.auto-answer, outbound.push-preview.auto-answer.timer
Introduced: 8.5.105.12

Specifies whether the Reject button is available in the interaction notification when the value of outbound.push-preview.auto-answer is set to true and the value of outbound.push-preview.auto-answer.timer is greater than 0. The privilege to reject interactions must be granted. This option can be overridden by a routing strategy, as described in This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy..

email.auto-answer.timer

Section: interaction-workspace
Default Value: 0
Valid Values: Any integer greater than or equal to 0.
Changes Take Effect: At the next interaction.
Dependencies: email.auto-answer
Introduced: 8.5.105.12

Specifies the time, in seconds, after which an incoming interaction is automatically answered if the value of email.auto-answer is set to true. If the value 0 is specified, interactions are immediately auto-answered. If any positive integer value is specified, then an interaction notification is displayed to the agent and a timer counts down the seconds until the interactions is auto-answered. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.auto-answer.enable-reject

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction
Dependencies: email.auto-answer
Introduced: 8.5.105.12

Specifies whether the Reject button is available in the interaction notification when the value of email.auto-answer is set to true and the value of email.auto-answer.timer is greater than 0. The privilege to reject interactions must be granted. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.auto-answer.timer

Section: interaction-workspace
Default Value: 0
Valid Values: Any integer greater than or equal to 0
Changes Take Effect: At the next interaction.
Introduced: 8.5.105.12

Specifies the time, in seconds, after which an incoming interaction is automatically answered if the value of chat.auto-answer is set to true. If the value 0 is specified, interactions are immediately auto-answered. If any positive integer value is specified, then an interaction notification is displayed to the agent and a timer counts down the seconds until the interactions is auto-answered. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.auto-answer.enable-reject

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.105.12

Specifies whether the Reject button is available in the interaction notification when the value of chat.auto-answer is set to true and the value of chat.auto-answer.timer is greater than 0. The privilege to reject interactions must be granted. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

screen-recording.htcc.uri

Section: interaction-workspace
Default Value:
Valid Values: A valid HTTP/HTTPS URI.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.106.19
Modified: 8.5.116.10

Specifies the URI representing the HTTP/HTTPS access to Genesys Interaction Recording Web Services (or Genesys Web Services for older versions of the Genesys Interaction Recording solutions). For example: http://server.domain:443.

screen-recording.client.secure-connection

Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.106.19

Specifies whether secure connection should be used for the communication between Workspace and Screen Recording Client.

screen-recording.client.max-attempts

Section: interaction-workspace
Default Value: 5
Valid Values: An integer greater than 0.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.106.19

Specifies the maximum number of attempts to establish communication with Screen Recording Client at Workspace initialization time before considering the Screen Recording Client inactive.

screen-recording.client.ping-interval

Section: interaction-workspace
Default Value: 10000
Valid Values: An integer greater than 0.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.106.19

Specifies the interval in milliseconds between two keep-alive requests to Screen Recording Client.

screen-recording.client.port

Section: interaction-workspace
Default Value: 443
Valid Values: A valid TCP/IP port number.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.106.19

Specifies the port on which Screen Recording Client listens for credentials. The value of this option should be set to 443.

interaction-bar.quick-access-auto-open.<media-type>

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.106.19
Related Options: interaction-bar.enable-quick-access, interaction-bar.quick-access-auto-open

Specifies whether the interaction floating or pinned view for the specified media type is opened automatically when an interaction is added to the interaction bar (when an incoming interaction is accepted or when an outgoing one is created). This option is not applicable if the value of the interaction-bar.enable-quick-access option is set to false. When this option is specified for a media type, it overrides the specification of the interaction-bar.quick-access-auto-open option.

warm-standby.reconnection-random-delay-range

Section: interaction-workspace
Default Value: 2
Valid Values: Any positive integer.
Changes Take Effect: When the application is started or restarted
Introduced: 8.5.106.19

Specifies the range of the delay, from 0 to the number of seconds specified by the value, before Workspace attempts to reconnect to the last opened endpoint after disconnection.

warm-standby.retry-delay

Section: interaction-workspace
Default Value: 10
Valid Values: Any positive integer.
Changes Take Effect: When the application is started or restarted
Introduced: 8.5.106.19
Related Options: warm-standby.retry-delay

Specifies the delay, in seconds, that is applied after connections to all endpoints have been checked and failed, and before the next iteration is started. This parameter can be overridden as follows:

  • In the Primary/Backup connection case, the Reconnect Timeout parameter of the Primary server is used.
  • In the connection without backup case, this parameter could be defined by the warm-standby.retry-delay option in the interaction-workspace section of the application to which Workspace is connected.
  • In the Cluster Connection case, this parameter could be defined by the warm-standby.retry-delay option in the interaction-workspace section of the cluster application to which Workspace is connected.

disaster-recovery.eservices-site

Section: interaction-workspace
Default Value: No default value
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore, @ and space characters.
Changes Take Effect:
Related Options: disaster-recovery.eservices-random-delay-range

Specifies the name of the the site that is to be used when connecting to Interaction Server (Proxy) and Universal Contact Server (Proxy) in a Disaster Recovery environment. The administrator must update this option to notify the system of the Disaster Recovery site switch-over. The actual reconnection to the new Interaction Server (Proxy) and Universal Contact Server (Proxy) occurs after a random time between 0 and the value specified by the option disaster-recovery.eservices-random-delay-range.

disaster-recovery.eservices-random-delay-range

Section: interaction-workspace
Default Value: 5
Valid Values: valid integer
Changes Take Effect: When the application is started or restarted
Introduced: 8.5.106.19
Related Options: disaster-recovery.eservices-site

Specifies the maximum time interval, in seconds, between the Disaster Recovery e-Services site update notification (through option 'disaster-recovery.eservices-site') and the actual connection attempt to the Interaction Server (Proxy) and Universal Contact Server (Proxy) of the new site.

The actual interval is a random value between 0 and this maximum time.

eservices.disconnect-on-logoff

Section: interaction-workspace
Default Value: false
Valid Values: true,false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.108.11

Specifies whether eServices license use optimization is used or the legacy mode is used.

When the value is set to true, Workspace ensures that:

  • The connection to Interaction Server is not opened when no eServices media channel is selected at login time
  • The connection to Interaction Server is closed when all eServices media channel are logged off during the session

This does not affect supervisors that have Queue or Team Workbin Management privileges.

This ensures that an eServices seat license is checked out only when a media is logged on by the agent or when a supervisor privilege is granted to the user.

Consequently, when no media are logged on, agents cannot see the content of their workbins.

When the value of this option is set to false (legacy behavior), Workspace connects to Interaction Server and logs the agent on the place as soon as an eServices media privilege is granted to the agent.

interaction.disposition.display-mode

Section: interaction-workspace
Default Value: tree-view
Valid Values: Select one value from the following list: tree-view,radio-buttons
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.108.11

Specifies the display mode of the Disposition tab in the interaction view.

  • tree-view—Disposition codes are contained within a hierarchy of folders. Agent can search for disposition codes.
  • radio-buttons—The disposition codes are presented in a flat radio-button list (legacy mode).

gadget-statistics.displayed-kpis

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of KPI names.
Changes Take Effect: Immediately.
Modified: 8.5.109.16

Specifies the KPIs that are displayed to the agent in the Statistic Gadget. The KPI names refer to the names of the Application Option Sections that are defining the KPIs.

gadget-statistics.displayed-call-center-statistics

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of Statistic names.
Changes Take Effect: Immediately.
Modified: 8.5.109.16

Specifies the statistics that are displayed in the Statistic Gadget. The statistics name refers to the names of the Application Options Sections that define the statistics.

eservices.session-restore-timeout

Section: interaction-workspace
Default Value: 0
Valid Values: any integer greater or equal to 0
Changes Take Effect: At the next interaction.
Related Options: eservices.session-restore-mediatype, agent-session-restore-timeout

Specifies the time, in seconds, after reconnection to Interaction Server to retrieve the ownership of interactions of media types that are specified by the value of the eservices.session-restore-mediatype option.

  • If the value 0 is specified, the interaction is automatically closed when connection to Interaction Server is lost.
  • The value of this option is dependent on the value of the Interaction Server agent-session-restore-timeout option.

eservices.session-restore-mediatype

Section: interaction-workspace
Default Value: chat,email,sms
Valid Values: A comma-separated list of valid eServices/Digital Media Types from the following list: chat, email, sms, and configured workitem media types (for example: pdf or fax)
Changes Take Effect: At the next interaction.
Introduced: 8.5.109.16
Related Options: eservices.session-restore-timeout

Specifies the media types that are allowed to reconnect when a lost connection to Interaction Server is restored, as specified by the eservices.session-restore-timeout option. Workspace will not try to reconnect any media types that are not specified by this option. Note: Social Media Types supported by WDE plugins are not supported by this option.

gui.editor-zoom-range

Section: interaction-workspace
Default Value: 100
Valid Values: Blank, a single zoom value, or two comma separated values that represent the minimum and maximum percent zoom. Values must be greater than or equal to 10 and less than or equal to 300.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.109.16

Defines the zoom value(s) for editor fields and transcripts in text based interaction views such as email, chat, SMS, and IM. Several values are supported:

  • Comma separated minimum and maximum values where the values are not equal. These specify the zoom range and the zoom UI controls are enabled in the Main Menu.
  • Comma separated minimum maximum values where the values are equal. The zoom level is set to this single value and the zoom UI controls are not displayed in the Main Menu.
  • A single value. The zoom level is set to this single value and the zoom UI controls are not displayed in the Main Menu.
  • Blank. The zoom level is set to 100%, and the zoom UI controls are not displayed in the Main Menu.

outbound.timed-preview-auto-dial

Section: interaction-workspace
Default Value: -1
Valid Values: -1, 0, or any positive integer.
Changes Take Effect: At the next interaction.
Introduced: 8.5.109.16

Specifies whether agents in Preview, Push preview, and Reschedule preview campaigns can manually dial a record (-1), have the call auto-dialed as soon as the record is accepted (0), or have the call auto-dialed after a specified number of seconds. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

display-format.workbin.name

Section: interaction-workspace
Default Value: $Workbin.AnnexValue$|$Workbin.DictionaryValue$|$Workbin.DisplayName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Workbin.Name$, $Workbin.DisplayName$, $Workbin.DictionaryValue$, $Workbin.AnnexValue$.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the workbins that are displayed in Workbins view by specifying a string that contains a combination of string and field codes. The $Workbin.AnnexValue$ field code represents the display name of the object.

display-format.virtual-queue.name

Section: interaction-workspace
Default Value: $VirtualQueue.AnnexValue$|$VirtualQueue.DictionaryValue$|$VirtualQueue.Alias$|$VirtualQueue.Number$@$VirtualQueue.Location$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $VirtualQueue.Number$,$VirtualQueue.Alias$,$VirtualQueue.Location$,$VirtualQueue.DictionaryValue$,$VirtualQueue.AnnexValue$
Changes Take Effect: Immediately.
Modified: 8.5.101.14, 8.5.109.16

Specifies the display format of Virtual Queues by specifying a string that contains the following field codes: $VirtualQueue.Number$,$VirtualQueue.Alias$,$VirtualQueue.Location$,$VirtualQueue.DictionaryValue$,$VirtualQueue.AnnexValue$. If all field codes are empty, the following field codes are used: $VirtualQueue.Number$@$VirtualQueue.Location$.

display-format.skill.name

Section: interaction-workspace
Default Value: $Skill.AnnexValue$|$Skill.DictionaryValue$|$Skill.Name$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Skill.Name$, $Skill.DictionaryValue$, $Skill.AnnexValue$.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the skills that are displayed in Team Communicator by specifying a string that contains a combination of string and field codes. The $Skill.AnnexValue$ field code represents the display name of the object.

display-format.routing-point.name

Section: interaction-workspace
Default Value: $RoutingPoint.AnnexValue$|$RoutingPoint.DictionaryValue$|$RoutingPoint.Alias$|$RoutingPoint.Number$@$RoutingPoint.Location$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $RoutingPoint.Number$,$RoutingPoint.Alias$,$RoutingPoint.Location$,$RoutingPoint.DictionaryValue$,$RoutingPoint.AnnexValue$
Changes Take Effect: Immediately.
Modified: 8.5.101.14, 8.5.109.16

Defines the display format of Routing Points by specifying a string that contains the following field codes: $RoutingPoint.Number$,$RoutingPoint.Alias$,$RoutingPoint.Location$,$RoutingPoint.DictionaryValue$,$RoutingPoint.AnnexValue$. If all field codes are empty, the following field codes are used: $RoutingPoint.Number$@$RoutingPoint.Location$.

display-format.interaction-queue.name

Section: interaction-workspace
Default Value: $InteractionQueue.AnnexValue$|$InteractionQueue.DictionaryValue$|$InteractionQueue.DisplayName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $InteractionQueue.DisplayName$,$InteractionQueue.Name$,$InteractionQueue.Media$,$InteractionQueue.DictionaryValue$,$InteractionQueue.AnnexValue$
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.101.14, 8.5.109.16

Defines the display format of Interaction Queues by specifying a string that contains the following field codes: $InteractionQueue.Name$,$InteractionQueue.Media$,$InteractionQueue.DictionaryValue$,$InteractionQueue.AnnexValue$. If all field codes are empty, the following field codes are used: $InteractionQueue.Media$@$InteractionQueue.Name$.

display-format.business-attribute.name

Section: interaction-workspace
Default Value: $BusinessAttribute.AnnexValue$|$BusinessAttribute.DictionaryValue$|$BusinessAttribute.DisplayName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $BusinessAttribute.Name$, $BusinessAttribute.DisplayName$, $BusinessAttribute.Description$, $BusinessAttribute.DictionaryValue$,$BusinessAttribute.AnnexValue$. The $BusinessAttribute.AnnexValue$ field code represents the display name of the object.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the business attributes that are displayed in Interaction View, Contact Directory, Contact Profile, Contact History, Media type, etc by specifying a string that contains a combination of string and field codes.

display-format.agent-group.name

Section: interaction-workspace
Default Value: $AgentGroup.AnnexValue$|$AgentGroup.DictionaryValue$|$AgentGroup.Name$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $AgentGroup.Name$, $AgentGroup.DictionaryValue$, $AgentGroup.AnnexValue$.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the skills that are displayed in Team Communicator, My Statistics, and Voice Mail by specifying a string that contains a combination of string and field codes.

The $AgentGroup.AnnexValue$ field code represents the display name of the object.

display-format.action-code.name

Section: interaction-workspace
Default Value: $ActionCode.AnnexValue$|$ActionCode.DictionaryValue$|$ActionCode.Name$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $ActionCode.Name$, $ActionCode.DictionaryValue$, $ActionCode.AnnexValue$.
Changes Take Effect: Immediately.
Introduced: 8.5.101.14
Modified: 8.5.109.16

Specifies the display format of the action codes that are displayed in Global Agent Status Control and My Channels view by specifying a string that contains a combination of string and field codes.

The $ActionCode.AnnexValue$ field code represents the display name of the object.

display-format.acd-queue.name

Section: interaction-workspace
Default Value: $ACDQueue.AnnexValue$|$ACDQueue.DictionaryValue$|$ACDQueue.Alias$|$ACDQueue.Number$@$ACDQueue.Location$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $ACDQueue.Number$,$ACDQueue.Alias$,$ACDQueue.Location$,$ACDQueue.DictionaryValue$,$ACDQueue.AnnexValue$
Changes Take Effect: Immediately.
Modified: 8.5.101.14. 8.5.109.16, 8.5.117.18

Defines the display format of ACD Queues by specifying a string that contains the following field codes: $ACDQueue.Number$,$ACDQueue.Alias$,$ACDQueue.Location$,$ACDQueue.DictionaryValue$,$ACDQueue.AnnexValue$. If all field codes are empty, the following field codes are used: $ACDQueue.Number$@$ACDQueue.Location$.

sipendpoint.standalone.subject-matching-properties

Section: interaction-workspace
Default Value:
Valid Values: A comma separated list of Active Directory Current User properties.
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.standalone.subject-criteria, sipendpoint.standalone.protocol, sipendpoint.standalone.security-level
Introduced: 8.5.109.16

Specifies a list of properties of Active Directory Current User. Each defined Active Directory Current User property must match in the same order, the corresponding certificate subject fields that are specified by the value of the sipendpoint.standalone.subject-criteria. For example: "mail,cn,distinguishedName.OU,distinguishedName.OU,distinguishedName.OU,distinguishedName.DC,distinguishedName.DC,distinguishedName.DC,distinguishedName.DC". This option is used only if the value of the sipendpoint.standalone.protocol option is https and the value of the sipendpoint.standalone.security-level option is set to 3.

sipendpoint.standalone.subject-criteria

Section: interaction-workspace
Default Value:
Valid Values: A coma separated list of certificate subject fields.
Changes Take Effect: At next application start.
Dependencies: sipendpoint.standalone.protocol, sipendpoint.standalone.security-level
Introduced: 8.5.109.16

Specifies a list of certificate subject fields to validate in the SIP Endpoint certificate (for example: "E,CN,OU,OU,OU,DC,DC,DC,DC"). This option is used only if the value of the sipendpoint.standalone.protocol option is https and the value of the sipendpoint.standalone.security-level option is set to 3.

sipendpoint.standalone.certificate-search-value

Section: interaction-workspace
Default Value:
Valid Values: A valid string that represents the thumbprint or a part of a certificate issuer or subject.
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.standalone.protocol, sipendpoint.standalone.security-level
Introduced: 8.5.109.16

Specifies a string value that Workspace uses to select a certificate. This option is used only if the value of the sipendpoint.standalone.protocol option is https and the value of the sipendpoint.standalone.security-level option is set to 2 or 3. The search order with this value is:

  1. The certificate thumbprint
  2. A part of the certificate subject
  3. A part of the certificate issuer

sipendpoint.standalone.security-level

Section: interaction-workspace
Default Value: 0
Valid Values: One value from the list: 0, 1, 2, 3
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.standalone.protocol
Introduced: 8.5.109.16

Specifies the Workspace security level for HTTPS connections. This option is applicable only if the value of the sipendpoint.standalone.protocol is https.

  • 0—Encryption without SIP Endpoint certificate validation
  • 1—Workspace makes a standard validation of SIP Endpoint certificate (certificate authority, expiration, revocation)
  • 2—Workspace makes a standard validation of SIP Endpoint certificate (certificate authority, expiration, revocation) and exposes a certificate for standard mutual TLS
  • 3—Workspace makes a personal validation of SIP Endpoint certificate (certificate authority, expiration, revocation, subject) and exposes a personal certificate for personal mutual TLS

sipendpoint.standalone.vdi-detection-model

Section: interaction-workspace
Default Value: auto
Valid Values: One value from the list: auto,xenapp,xendesktop,vmware-horizon,rdp,localhost
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.standalone.protocol
Introduced: 8.5.109.16
Modified: 8.5.131.07

Specifies the type of Virtual Desktop Infrastructure (VDI) environment Workspace is running, and determines the address detection model used by Workspace to connect to the Standalone SIP Endpoint that is running on the local physical workstation. This option is used only if sipendpoint.standalone.protocol option is not empty. The following VDI environments are supported:

  • auto—Workspace automatically detects the VDI type (for Workspace SIP End Point only)
  • xenapp—The VDI type is Citrix XenApp (for Workspace SIP End Point only)
  • xendesktop—The VDI type is Citrix XenDesktop (for Workspace SIP End Point only)
  • vmware-horizon—The VDI type is VMware Horizon (for Workspace SIP End Point only)
  • rdp—The VDI type is Microsoft Remote Desktop Protocol (RDP) (for Workspace SIP End Point only)
  • localhost—The SIP Endpoint is running on the VDI server along with Workspace (applicable only when the SIP Endpoint is Genesys Softphone, which must be deployed specifically for VDI environments)

sipendpoint.standalone.port

Section: interaction-workspace
Default Value: 8000
Valid Values: A positive integer value.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.109.16

Specifies the port number of the SIP Endpoint HTTP service that Workspace uses to contact the SIP Endpoint.

sipendpoint.standalone.protocol

Section: interaction-workspace
Default Value:
Valid Values: http, https
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.109.16

Specifies whether Workspace should use a secure HTTPS or unsecure HTTP connection to communicate with a standalone Workspace SIP Endpoint. If no value is set, Workspace looks for a local SIP Endpoint.

statistics.routing-points

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of Routing Point identifiers in the following format: (<routingPointNumber>@<switchName>)
Changes Take Effect: Immediately.


Specifies the list of routing points for which routing point statistics are calculated.

statistics.queues

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of queue identifiers in the following format: (<queueNumber>@<switchName>)
Changes Take Effect: Immediately.


Specifies the list of queues for which queue statistics are calculated. List of queues can be set through a variable: $AGENT.LOGINQUEUE$ (the queue on which the agent logged in ), $AGENTGROUP.ORIGINATIONDNS$ (the queues set as the origination DNs in the agent groups to which this agent belongs).

statistics.displayed-statistics

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of Statistic names.
Changes Take Effect: Immediately.


Specifies the statistics that are displayed in the Contact Center Statistics tab. The statistics specified by this option match the names of the statistics defined in the options of the Application sections.

kpi.displayed-kpis

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of KPI names.
Changes Take Effect: Immediately.


Defines the KPIs that are displayed to the agent. The KPI names refer to the names of the Application Option sections that are defining the KPIs.

interaction.evaluate-real-party-for-agent.expression

Section: interaction-workspace
Default Value: .*
Valid Values: A regular expression
Changes Take Effect: When the application is started or restarted.
Dependencies: interaction.evaluate-real-party-for-agent
Introduced: 8.5.110.13

When the value of the interaction.evaluate-real-party-for-agent option is set to true, this option specifies a regular expression that is used to match the parties in a voice call that should be evaluated and transformed into a real agent name. For example, in environments where agent DNs are defined by a 7-digit number starting with a 7 or 8, the value of this option would be set to the following value: "^[78]\d{6}".

openmedia.bundle.sms

Section: interaction-workspace
Default Value: sms,smssession
Valid Values: sms, smssession, mms
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.110.13

Specifies the list of media types that are used to implement the SMS channel. The value sms specifies the SMS Page media-type, and the value smssession specifies the SMS Session media-type. The value mms enables the attachment of images as Multimedia Message Service (MMS) to an SMS interaction. MMS is a separate media channel that appears as part of the SMS channel in the agent interface.

workbin.<media-type>.<workbin-nickname>.max-results

Section: interaction-workspace
Default Value: 50
Valid Values: Any integer greater than 0.
Changes Take Effect: At next workbin refresh.
Dependencies: workbin.<media-type>.<workbin-nickname>.auto-update
Introduced: Added: 8.5.110.13

Specifies the maximum number of interactions returned by Interaction Server or Interaction Server Proxy when making a search query or a requesting the workbin content when the value of workbin.<media-type>.<workbin-nickname>.auto-update is set to false. This option requires Interaction Server 8.5.104.00 or higher.

workbin.<media-type>.<workbin-nickname>.quick-search-attributes

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of Interaction Server interaction properties, for example: AssignedTo,FromAddress
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.110.13

Specifies the list of interaction properties that are used to build the Quick Search query against Interaction Server when the agent makes a quick search in this workbin.

workbin.<media-type>.<workbin-nickname>.auto-update

Section: interaction-workspace
Default Value: true
Valid Values: true or false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.110.13

Specifies whether the content of the designated workbin is automatically updated on any content change. If the value of this option is set to true, search results are updated in near real-time. If the value of this option is set to false, agents must click a button to refresh search results.

voice.show-post-call-duration

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.111.21

Specifies if the current post call duration is displayed instead of the total call duration in the Interaction Bar when a voice call is disconnected. The previous total call duration can be viewed by using the Interaction Bar tooltip.

voice.show-hold-duration

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.111.21

Specifies if the current hold call duration should be displayed as the primary timer in the Interaction Bar when a voice call is placed on hold. The total call duration remains accessible through the Interaction Bar tooltip.

voice.hold-indicator-timer

Section: interaction-workspace
Default Value: 30,60
Valid Values: Two integer values separated by a comma.
Changes Take Effect: At the next interaction.
Dependencies: voice.show-hold-duration
Introduced: 8.5.111.21

Specifies two alarm thresholds, in seconds, that warn agents that a voice call is on hold for a long time. Three levels are displayed by the progress indicator: before the warning time, between the warning time and the maximum time, and after the maximum time. If the value 0,0 means that the progress indicator is not enabled. This option can be enabled only if the value of the voice.show-hold-duration is set to true.

reporting.case.report-case-in-focus-duration

Section: interaction-workspace
Default Value: false
Valid Values: true,false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.112.08

When set to true, Workspace reports to the Genesys back-end the time, in seconds, when an interaction had the focus. When set to false, nothing is reported.

login.place-location-source

Section: interaction-workspace
Default Value: standard
Valid Values: A value from the following list: standard,machine-name,vdi
Changes Take Effect: When the application is started or restarted.
Dependencies: login.store-recent-place
Introduced: 8.5.112.08

Specifies how Workspace stores the last selected login Place or PlaceGroup in the Windows User Profile when the value of the login.store-recent-place option is set to true. The following values (modes) are supported:

  • standard — The most recently used Place or PlaceGroup is stored in the Windows User Profile without any information about the workstation. This is the legacy recent place storage model.
  • machine-name — The most recently used Place or PlaceGroup is stored in the Windows User Profile, along with the name of the machine where the Workspace application is running. Use this value when Workspace is installed on the physical workstation where the agent logs in.
  • vdi — The most recently used Place or PlaceGroup is stored in the Windows User Profile, along with the name of the physical machine from which the agent executes a virtual session (for example, in Citrix XenApp/XenDesktop, VMWare Horizon, and Windows Terminal Server environments). Use this value when Workspace is installed in a Virtual Desktop Environment. If the machine name of the VDI client is not found, for example because user is running Workspace on a physical workstation, the machine-name mode is used instead. Use this value in hybrid environments where agents use Workspace both on physical workstations and in virtual sessions.

options.record-location

Section: interaction-workspace
Default Value:
Valid Values: A valid file path to a host directory.
Changes Take Effect: When the application is started or restarted.
Dependencies: options.record-option-locally-only
Introduced: 8.5.112.08

In environments where the value of the options.record-option-locally-only is set to false, this option specifies the location where agent preferences are stored when an agent exits the application. If the value of this option is left empty, agent preferences are stored in Person's Annex in Configuration Server. The full path can also contain the following field codes: $Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$,$Env.X$ (where X is the name of the environment variable). Genesys recommends that you append the agent's Username to the specified path as shown above.

options.clean-up-former-record-location

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Dependencies: options.record-location
Introduced: 8.5.112.08

Specifies whether locally stored configuration information should be removed from a shared folder or Person's annex. Use this option when you enable the options.record-location option.

standard-response.field.<CustomFieldCode>

Section: interaction-workspace
Default Value:
Valid Values: Any valid text string.
Changes Take Effect: At the next interaction.
Introduced: 8.5.112.08

In the name of the option, CustomFieldCode represents a field code that is called in a Standard Response object created in Knowledge Manager and stored in Universal Contact Server. There is an optional Agent parameter that you can include with the CustomFieldCode parameter to make the field code specific to an agent.

Use this option to specify a custom field code such as an agent nickname, role, department, or other qualification. The value of the option is specific to the agent, agent group, tenant, or application. Refer to Enabling the Standard Responses feature for more information.

The value of this option represents the data that is used to populate the corresponding field codes when a Standard Response is inserted into an interaction. You can format CustomFieldCode to represent a custom agent attribute using the following pattern:

Agent.<CustomAgentAttr>, or any custom attribute by dropping the agent modifier: <CustomFieldCode>.

Examples:

  • standard-response.field.Agent.Nickname = Lee
  • standard-response.field.Department = Sales

keyboard.shortcut.interaction.email.inline-forward

Section: interaction-workspace
Default Value:
Valid Values: The name of a key or a key combination that begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.113.11

The combination of keys that can be used as a keyboard shortcut to forward an email to an external resource. Does not apply to Forwarding email as an attachment.

email.inline-forward-queue

Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: Immediately.
Introduced: 8.5.113.11

Specifies the Interaction Queue in which outbound emails created for in-line forwarding are placed when agents clicks Complete Forward.

email.inline-forward-prefix

Section: interaction-workspace
Default Value: Fwd:
Valid Values: Any valid character string.
Changes Take Effect: Immediately.
Introduced: 8.5.113.11

Specifies the prefix, if any, that is added at the beginning of the subject of the original email to be forwarded. Does not apply to emails forwarded as an attachment. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

accessibility.visual-impairment-profile

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.113.11
Modified: 8.5.124.08
Related Options: accessibility.disable-hyperlinks

Specifies whether the profile for visually impaired users is active. This option enables more interface elements to be focusable (accessible from keyboard navigation and mouse-over) so that they can be navigated from Screen Reader applications. Beginning with version 8.5.113.11, Workspace enables agents to enter TABs in the email composition area of outgoing email interactions by pressing the TAB key if the value of this option is set to false; to use the TAB key to step to the next control or field, agents must first press Ctrl-TAB to step out of the text composition area. To disable this feature, set the value of this option to true; agents will not be able to enter TABS in the email composition area, but they can use the TAB key to move to the next control in the tab order.

email.outbound.editable-bcc-addresses

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.114.08

Specifies if an agent can add Bcc addresses to a new or reply or forward outbound e-mail or edit the list of existing Bcc addresses that would have been added by another agent in a former draft edition of the new or reply or forward outbound e-mail. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.outbound.editable-cc-addresses

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.114.08

Specifies if an agent can add Cc addresses to a new or reply or forward outbound e-mail or edit the list of existing Cc addresses of a reply outbound e-mail populated by Workspace at the time the agent clicked 'reply all'. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

email.outbound.editable-to-addresses

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.114.08

Specifies if an agent can edit the list of 'To' addresses of a Reply Outbound E-Mail that is populated by Workspace at the time the agent clicked 'reply' or 'reply all'. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

login.store-recent-place

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

Specifies whether the most recently used Place or PlaceGroup is stored. This option is available if the login.default-place option is not set to $Agent.DefaultPlace$.

login.prompt-place

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


Specifies whether the agent must enter a Place or a PlaceGroup name in the login window.

login.enable-same-agent-place

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


Specifies whether the agent can login on the same Place from different workstations. The value prompt allows the agent to login on the same Place from different workstations, but the agent is first prompted for confirmation before an additional login is permitted.

Note: This option is applicable only when the agent is granted only Voice and/or Instant Messaging channels. It is not applicable for eServices medias.

login.enable-place-completion

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


This option is used for performance issue at login time (when a lot of agents logs in at the same time). Set this option to false to disable the load of all the places when the Workspace is started. This improves the performance if there are a lot of places in your environment. The restriction with this option set to false is that there is no longer a list of available places in the 2nd login panel.

login.default-place

Section: interaction-workspace
Default Value:
Valid Values: Valid place or place Group
Changes Take Effect: When the application is started or restarted.


Specify the Place or PlaceGroup name populated by default during login. This option can be filled by the variable $Agent.DefaultPlace$ (if the agent has a default place specified in the agent configuration, that Place is used; however, if no default Place exists, the agent must enter his or her Place in the Place field).

login.place-selection-type

Section: interaction-workspace
Default Value: Place
Valid Values: Comma separated list of types from the following list: Place, PlaceGroup.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.114.08

Specifies the types of object that can be used to fill place selection. About PlaceGroup, see reference login.available-place-groups.

login.available-place-groups

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated value list of valid Place Group object names or .
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.114.08

Specifies the list of Place Groups objects agent is allowed to used for login. If $All$ is configured, all the PlaceGroups objects that are contained in the Agent’s Tenant and on which the Agent has Read Access are available.

keyboard.shortcut.hamburger.open

Section: interaction-workspace
Default Value:
Valid Values: he name of a key or a key combination that begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.115.17

The combination of keys that can be used as a keyboard shortcut to open the Main Menu (Hamburger menu).

expression.outbound-campaign-phone-number

Section: interaction-workspace
Default Value: ^[\(\)\-\.\+\d\s\*#]*[\d]+[\(\)\-\.\+\d\s\*#/]*$
Valid Values: A regular expression
Changes Take Effect: At the next interaction.
Introduced: 8.5.115.17

Specifies the regular expression used to identify if an agent has entered a valid phone in the New Phone Number dialog to manually dial an Outbound Preview Record using a new phone number. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

outbound.callback-types

Section: interaction-workspace
Default Value: personal,campaign
Valid Values: A comma separated list of callback types from the following list: personal, campaign
Changes Take Effect: At the next interaction.
Introduced: 8.5.115.17

Specifies whether an agent can select a personal callback or a campaign callback when rescheduling an Outbound campaign record, or whether all callbacks are either personal or campaign. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

gui.emoji-font-name

Section: interaction-workspace
Default Value: Segoe UI
Valid Values: A valid name of a font available on the agent workstation.
Changes Take Effect: At the next interaction.
Introduced: 8.5.115.17

Specifies the font to be used to represent emoji symbols in chat interactions. The default Workspace font does not support all emojis.

chat.emojis-business-attribute

Section: interaction-workspace
Default Value:
Valid Values: Valid Name of Business Attribute.
Changes Take Effect: At the next interaction.
Introduced: 8.5.115.17

Specify Name of Business Attribute contained Emojis definition.

chat.show-attachment-image-thumbnail

Section: interaction-workspace
Default Value: never
Valid Values: A value from the following list: never, always, online, history
Changes Take Effect: At the next interaction.
Introduced: 8.5.115.17

Specifies whether to display the icon of an attached image file in chat transcript as image thumbnail (or as generic file) in the online session, the interaction history, or both.

chat.max-file-size

Section: interaction-workspace
Default Value: 0
Valid Values: Any valid positive integer between 0 and 1000000. 0 means no maximum.
Changes Take Effect: At the next interaction.
Introduced: 8.5.115.17

The maximum file size in kilobytes that agents can attach to chat interaction. An error message is displayed to the agent if the file size exceeds this value. The value 0 means that there is no restriction.

chat.max-attachments-size

Section: interaction-workspace
Default Value: 0
Valid Values: Any valid positive integer between 0 and 1000. 0 means no maximum.
Changes Take Effect: At the next interaction.
Introduced: 8.5.115.17

The total maximum number of megabytes of files that agents can attach to chat interaction. An error message is displayed to the agent if the total number of megabytes for all attached files exceeds this value. The value 0 means that there is no restriction.

chat.max-attachments-files

Section: interaction-workspace
Default Value: 0
Valid Values: Any valid positive integer between 0 and 100. 0 means no limits.
Changes Take Effect: At the next interaction.
Introduced: 8.5.115.17

The total maximum number of files that agents can attach to chat interaction. An error message is displayed to the agent if the total number of attached files exceeds this value. The value 0 means that there is no restriction.

chat.attachment-download-timeout

Section: interaction-workspace
Default Value: 20
Valid Values: An integer value between -1 and 3600.
Changes Take Effect: Immediately.


Defines the maximum duration, in seconds, of the download of an attachment. The value -1 means that there is no maximum time.

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.

screen-recording.htcc.uri

Section: interaction-workspace
Default Value:
Valid Values: A valid HTTP/HTTPS URI.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.106.19
Modified: 8.5.116.10

Specifies the URI representing the HTTP/HTTPS access to Genesys Interaction Recording Web Services (or Genesys Web Services for older versions of the Genesys Interaction Recording solutions). For example: http://server.domain:443.

interaction.auto-focus.<media-type>

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.116.10
Related Options: interaction.auto-focus

Specifies whether a new inbound interaction of the specified media type should be in focus automatically when is accepted. When this option is defined it overrides the interaction.auto-focus option.

interaction.auto-focus

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.116.10

Specifies whether the inbound interaction should be in focus automatically when it is accepted.

contact.history.highlight-current-interaction

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction
Introduced: 8.5.117.18

Specifies whether the current interaction is highlighted in the interactions list or tree of the Contact History view.

outbound.call-result-is-mandatory

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


Specifies whether it is mandatory for agents to set a Call Result before Marking Done an Outbound interaction. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

outbound.complete-record-before-transfer

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next transfer attempt.
Introduced: 8.5.117.18

Specifies whether the processing of an Outbound record will be completed when the call is transferred or conferenced. If the value is set to false, the outbound record will be editable after the call is transferred or conferenced; Workspace attempts to update the record in OCS accordingly; however, the update operation can fail, depending on topology. If the target agent is part of the campaign, he or she can edit the record. This is the legacy behavior. If the value is set to true, the Outbound record will be marked as processed and the Outbound record fields will become read-only after the call is transferred or conferenced. Workspace updates and closes the record in OCS before validating the call transfer; the target agent receives a read-only record.

contact.lookup.<media-type>.auto-assign-mode

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect:
Dependencies: contact.lookup.<media-type>.enable
Introduced: 8.5.117.18

Specifies contact lookup behavior if Contact lookup is enabled for the specified media type.

  • true: If there is only one contact in the UCS database, that contact is assigned automatically. If there are two or more contact in the UCS database, the first one is assigned to the interaction automatically.
  • false: If there is only one contact in the UCS database, that contact is assigned automatically. If there are two or more contacts, these are displayed in the Contact view of the interaction and the agent must either select one, search for a different contact, or create a new contact.
    This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

contact.lookup.auto-assign-mode

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next interaction
Dependencies: contact.lookup.enable
Introduced: 8.5.117.18

Specifies contact lookup behavior if the value of contact.lookup.enable is set to true.

  • true: If there is only one contact in the UCS database, that contact is assigned automatically. If there are two or more contact in the UCS database, the first one is assigned to the interaction automatically.
  • false: If there is only one contact in the UCS database, that contact is assigned automatically. If there are two or more contacts, these are displayed in the Contact view of the interaction and the agent must either select one, search for a different contact, or create a new contact.
    This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

voice.hybrid-switch-preference

Section: interaction-workspace
Default Value: No default value
Valid Values: A comma separated list of valid Switch Object names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.117.18

In Hybrid environments where agents are configured to work with Places that contain Voice DNs from two different switches. The order of the names specifies the preferred switch when the call policy does not favor either switch.

expression.callable-phone-number

Section: interaction-workspace
Default Value: No default value
Valid Values: A regular expression
Changes Take Effect: When the application is started or restarted
Introduced: 8.5.117.18

Applies to a switch or DN. Specifies the pattern of phone numbers that can be dialed from a DN of this switch. This option applies to hybrid environments where agents are configured to work with Places that contain Voice DNs from two different switches. Empty means that there is no restriction to accepted phone numbers. Example: To call only numbers starting with 555, use: ^555[0-9]+

interaction.unconditional-force-close

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.118.10

Specifies whether the Force Close This Case contextual menu is always enabled (true) or is available only if specific conditions are met where the current interaction/case can no longer be closed by the agent through standard interaction handling procedures.

general.writable-downloaded-attachment-file-types

Section: interaction-workspace
Default Value: No default value
Valid Values: A comma separated list of valid file extensions, such as xlsx, png, and so on.
Changes Take Effect: At next attachment download.
Introduced: 8.5.118.10

Specifies the list of attachment file types that when they are opened are writable on the hard drive of the agent workstation once they are downloaded from UCS.

standard-response.shortcuts.<keyword>

Section: interaction-workspace
Default Value: No default value
Valid Values: The path to a standard response as defined in Knowledge Manager or eServices Manager.
Changes Take Effect: At the next interaction.
Introduced: 8.5.118.10
Related Options: editor.shortcuts.prefix

Specifies the path to a standard response as defined in the configuration layer. The name of the option defines a keyword that agents can enter into an editor view, along with a prefix that is defined by the editor.shortcuts.prefix option and Ctrl+Space, to automatically add the standard response to the interaction.

editor.shortcuts.prefix

Section: interaction-workspace
Default Value: #
Valid Values: Any valid string.
Changes Take Effect: Immediately
Introduced: 8.5.118.10

Specifies the prefix to be entered before a standard response keyword. Standard response keywords can be used to automatically add standard responses to an editor view.

intercommunication.voicemail.routing-points

Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of call number names in the following format: dn_name@switch
Changes Take Effect: Immediately
Introduced: 8.5.118.10

Specifies the call number that is used by the routing-based feature. The following attached data are added by Interaction Worskspace: IW_RoutingBasedGvmMailbox,IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedRequestType

intercommunication.voicemail.enabled-target-types

Section: interaction-workspace
Default Value: Agent,AgentGroup
Valid Values: Empty or a comma separated list of string from the following list: Agent, AgentGroup
Changes Take Effect: Immediately
Introduced: 8.5.118.10

Specifies the list of targets, Agent and/or Agent Group, that can be contacted through voicemail.

sipendpoint.sbc-register-port.peer

Section: interaction-workspace
Default Value:
Valid Values: Any valid port number on the host or 0.
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.sbc-register-address.peer
Modified: Workspace SIP Endpoint 8.5.113.02

In a Business Continuity environment, specifies the port of the Session Border Controller or SIP Proxy where the SIP REGISTER request is sent by Workspace SIP Endpoint. If this option is empty, the SIP REGISTER request is sent to the port that is specified in the TServer option sip-port of the SIP Server that monitors the DN of this agent. In Business Continuity environments, this corresponds to the peer site registration. If a DNS SRV Domain is specified in the sipendpoint.sbc-register-address.peer, the value of this option must be 0.

sipendpoint.sbc-register-address.peer

Section: interaction-workspace
Default Value:
Valid Values: Any valid port number on the host or 0.
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.sbc-register-address.peer
Modified: Workspace SIP Endpoint 8.5.113.02

In a Business Continuity environment, specifies the host name or DNS SRV Domain or IP Address of the Session Border Controller or SIP Proxy where the SIP REGISTER request is sent by Workspace SIP Endpoint for the peer site. If this option is empty, the SIP REGISTER request is sent to the address that is specified in the TServer option sip-address of the SIP Server that monitors the DN of this agent. In Business Continuity environments, this corresponds to the peer site registration. If a DNS SRV Domain is specified in the sipendpoint.sbc-register-address.peer, the value of this option must be 0.

Note: To set the Domain/Realm of your contact center instead of an IP when Workspace SIP Endpoint tries to register through a session border controller (SBC) device, set the value of the this option to the FQDN of your domain instead of just the IP Address.

sipendpoint.sbc-register-port

Section: interaction-workspace
Default Value:
Valid Values: Any valid port number on the host.
Changes Take Effect: When the application is started or restarted.
Dependencies: sipendpoint.sbc-register-address
Modified: Workspace SIP Endpoint 8.5.113.02

Specifies the port of the Session Border Controller or SIP Proxy where the SIP REGISTER request will be sent by Workspace SIP Endpoint. If this option is empty, the SIP REGISTER request will be sent to the port that is specified in the TServer option sip-port of the SIP Server that monitors the DN of this agent. In Business Continuity environments, this corresponds to the preferred site registration. If a DNS SRV Domain is specified in the sipendpoint.sbc-register-address option, the value of this option must be 0.

sipendpoint.sbc-register-address

Section: interaction-workspace
Default Value:
Valid Values: Any valid host name (either with or without a Fully Qualified Domain Name) or IP Address.
Changes Take Effect: When the application is started or restarted.
Modified: Workspace SIP Endpoint 8.5.113.02
Related Options: sipendpoint.sbc-register-port

Specifies the host name or DNS SRV Domain or IP Address of the Session Border Controller or SIP Proxy where the SIP REGISTER request will be sent by Workspace SIP Endpoint. If this option is empty, the SIP REGISTER request will be sent to the address specified in the TServer option sip-address of the SIP Server that monitors the DN of this agent. In Business Continuity environments, this corresponds to the preferred site registration. In environments that use a DNS SRV Domain, the value of the sipendpoint.sbc-register-port must be 0.

Note: To set the Domain/Realm of your contact center instead of an IP when Workspace SIP Endpoint tries to register through a session border controller (SBC) device, set the value of the this option to the FQDN of your domain instead of just the IP Address.

email.mandatory-subject

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At next attempt to send an email.
Introduced: 8.5.119.05

Specifies whether the subject of an outbound email must be specified to enable the Send operation.

  • false: No control is applied on the content of the subject field.
  • true: Email sending cannot be completed until the subject field is not empty. An error message is displayed.
  • prompt: If the subject is empty, a confirmation box is displayed to prompt the agent to add a subject or proceed with sending without a subject.

display-format.folder.name

Section: interaction-workspace
Default Value: $Folder.AnnexValue$|$Folder.DictionaryValue$|$Folder.Name$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Folder.Name$, $Folder.DictionaryValue$, $Folder.AnnexValue$.
Changes Take Effect: Immediately


Specifies the display format of the folders that are displayed in Disposition Code view and Case Data view.

workbin.<media-type>.<nick-name>.notify-property-changed

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.122.08
Related Options: notify-workbin-userdata-changed

Specifies whether Workspace should register for key-value pair updates of interactions stored in this workbin. It is recommended not to enable this kind of update registration on a workbin that contains a large number of interactions and is accessed by a large number of agents.

chat.pending-response-to-customer-bell

Section: interaction-workspace
Default Value:
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: Immediately
Introduced: 8.5.122.08
Related Options: application.secondary-audio-out-device

Specifies the configuration string for the chat pending response sound. For example: "Sounds\chord.mp3|7|0|primary" The value has four components that are separated by the character '|':

  1. The file name and folder relative to the application folder. It may happen that on some virtual desktop, MP3 or other sounds format cannot be rendered by Direct Show filters. Files format that can be played (.wav, …) with Direct Show must be used here.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. 0 means play the whole sound one time.
    2. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. The output devices:
    1. primary means plays on the default output device.
    2. secondary means plays on the output device specified by the application.secondary-audio-out-device option.
    3. both means plays on both default output device and the output device specified by the application.secondary-audio-out-device option.

sms.client.text-color

Section: interaction-workspace
Default Value: #FF3D464D
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the prompt for the messages entered by a contact in the SMS interaction view.

sms.client.prompt-color

Section: interaction-workspace
Default Value: #FFAF4F0B
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the text received by a contact in the SMS interaction view.

sms.other-agent.text-color

Section: interaction-workspace
Default Value: #FF3D464D
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the text entered by another agent in the SMS interaction view.

sms.other-agent.prompt-color

Section: interaction-workspace
Default Value: #FF295B00
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the prompt for the messages that are entered by the target agent in the SMS interaction view.

sms.agent.text-color

Section: interaction-workspace
Default Value: #FF3D464D
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the text of the messages that are entered by an agent in the SMS interaction view.

sms.agent.prompt-color

Section: interaction-workspace
Default Value: #FF2E6599
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the prompt for the messages that are entered by an agent in the SMS interaction view.

im.other-agent.prompt-color

Section: interaction-workspace
Default Value: #FF295B00
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the text of the messages entered by the target agent in the IM view.

im.other-agent.text-color

Section: interaction-workspace
Default Value: #FF3D464D
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the other agent text in the IM view. The HTML format is used to set the value. I.e.: #FFFF0000 for a red color.

im.agent.text-color

Section: interaction-workspace
Default Value: #FF3D464D
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the text of the messages entered by the agent in the IM view.

im.agent.prompt-color

Section: interaction-workspace
Default Value: #FF2E6599
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the prompt for the messages entered by the agent in the IM view.

chat.client.text-color

Section: interaction-workspace
Default Value: #FF3D464D
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Color of the client text in the Chat view. The HTML format is used to set the value. I.e.: #FFFF0000 for a red color.

chat.client.prompt-color

Section: interaction-workspace
Default Value: #FFAF4F0B
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the text of the messages entered by the target client in the Chat view.

chat.other-agent.text-color

Section: interaction-workspace
Default Value: #FF3D464D
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Color of the other agent text in the Chat view. The HTML format is used to set the value. I.e.: #FFFF0000 for a red color.

chat.other-agent.prompt-color

Section: interaction-workspace
Default Value: #FF295B00
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the text of the messages entered by the target agent in the Chat view.

chat.agent.text-color

Section: interaction-workspace
Default Value: #FF3D464D
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the text of the messages entered by the agent in the Chat view.

chat.agent.prompt-color

Section: interaction-workspace
Default Value: #FF2E6599
Valid Values: The hexadecimal Alpha (from '00' for fully transparent color to 'FF' for regular plain color) followed by the RGB hexadecimal color code (3 values in the '00'-'FF' range).
Changes Take Effect: Immediately.
Modified: 8.5.122.08

Specifies the color of the prompt for the messages entered by the agent in the Chat view.

chat.historical.maximum-age

Section: interaction-workspace
Default Value: 0
Valid Values: 0 or any positive integer.
Changes Take Effect: At the next interaction.
Introduced: 8.5.122.08

Specifies the number of days of previous chat sessions with the current contact are to be displayed in the Chat interaction view before the current chat session. The value 0 means that no previous chat sessions are displayed. A maximum of 3000 messages can be displayed.

chat.show-unread-notification

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: At the next sent message.
Introduced: 8.5.122.08

Specifies whether the unread message notification is displayed in the chat transcript. When the message is read, the notification icon disappears. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

sms.simple-transcript

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.122.08

Specifies whether the SMS transcript is displayed as simple lines of text lines instead of text blocks.

im.simple-transcript

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.122.08

Specifies whether the IM transcript is displayed as simple lines of text lines instead of text blocks.

chat.simple-transcript

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Introduced: 8.5.122.08

Specifies whether the chat transcript is displayed as simple lines of text lines instead of text blocks.

accessibility.disable-hyperlinks

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: The next time an interaction containing a hyperlink is displayed.
Introduced: 8.5.124.08
Related Options: accessibility.visual-impairment-profile

Specifies whether processing and presenting hyperlinks in email, chat, SMS, and MMS as active elements should be disabled or enabled. Some screen readers cause Workspace to become unresponsive when processing active hyperlinks.

voice.after-call-work-extension

Section: interaction-workspace
Default Value: untimed
Valid Values: untimed, repeat, or deny
Changes Take Effect: Immediately
Introduced: 8.5.124.08

In SIP Server environments, specifies the action to be performed if an agent repeatedly requests the After Call Work (ACW) status. This does not apply to the IM channel which is always untimed.

  • untimed: Sets an untimed ACW period (this is the default behavior for Workspace).
  • repeat: Allows an agent to extend the ACW period.
  • deny: Does not allow an agent to extend the current ACW period.

logout.voice.use-login-queue-on-logout

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.124.08

(For Alcatel 4400/OXE switch only) Specifies whether or not the queue that is used on login is also used for the queue on logout.

  • If this option is set to true, Supervisors must refine their Place/Channel information to None before selecting Exit.
  • If this option is set to false, Supervisors are not required to refine their Place/Channel information to log out correctly.

sipendpoint.system.security.use_srtp

Section: interaction-workspace
Default Value: optional
Valid Values: One value from the following list: optional, allowed, disabled, off, elective, both, enabled, force, mandatory
Changes Take Effect: When the application is started or restarted.
Modified: 8.5.112.08, 8.5.126.07

Specifies whether to use SRTP (Secure Real-Time Transport Protocol)

  • optional or allowed: Do not send secure offers, but accept them.
  • disabled or off: Do not send secure offers and reject incoming secure offers.
  • elective or both: Send both secure and non-secure offers and accept either.
  • enabled: Send secure offers, accept both secure and non-secure offers.
  • force or mandatory: Send secure offers, reject incoming non-secure offers.

Adding either ',UNENCRYPTED_SRTCP' (long form) or ',UEC' (short form) to any value (for example, 'enabled,UEC'), adds the UNENCRYPTED_SRTCP parameter to that offer. When this parameter is negotiated, RTCP packets are not encrypted but are still authenticated. Note: Workspace SIP Endpoint supports only the Session Description Protocol Security Descriptions (SDES) method to negotiate SRTP keys.

sipendpoint.policy.endpoint.public_address

Section: interaction-workspace
Default Value: Empty string which is fully equivalent to the $auto value.
Valid Values: Refer to the description.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.126.07

  • Valid Values: This setting may have one of the following explicit values:
    • An IP address. For example, 192.168.16.123 for IPv4 or FE80::0202:B3FF:FE1E:8329 for IPv6.
    • A bare host name or fully qualified domain name (FQDN). For example, epsipwin2 or epsipwin2.us.example.com.
  • Description: Specifies the Local IP address or Fully Qualified Domain Name (FQDN) of the machine. This setting can be an explicit setting or a special value that the Workspace SIP Endpoint uses to automatically obtain the public address. This setting can have one of the following special values:
    • $auto: The SIP Endpoint selects the first valid IP address on the first network adapter that is active (status=up) and has the default gateway configured.
    • $ipv4 or $ipv6: This value has the same behavior as the $auto setting but the SIP Endpoint restricts the address to a particular IP family.
    • $host: The SIP Endpoint retrieves the standard host name for the local computer using the gethostname system function.
    • $fqdn: The SIP Endpoint retrieves the fully qualified DNS name of the local computer. The SIP Endpoint uses the GetComputerNameEx function with parameter ComputerNameDnsFullyQualified.
    • $net:subnet: The SIP Endpoint selects the first valid IP address that belongs to the specified subnet (where subnet is a full CIDR name according to RFC 4632. For example, $net:192.168.0.0/16). To support dynamic VPN connections, SIP Endpoint does not start registration attempts until the interface (configured by adapter name or subnet) is available.
    • An adapter name or part of an adapter name prefixed with $. For example, $Local Area Connection 2 or $Local. The specified name must be different from the special values $auto, $ipv4, $host, and $fqdn.

sipendpoint.policy.session.rx_agc_mode

Section: interaction-workspace
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.126.07

Specifies whether Receiving-side Automatic Gain Control (Rx AGC) is enabled.

  • 0: Rx AGC is disabled.
  • 1: Rx AGC is enabled; the volume of a received RTP stream is automatically adjusted, to address the problem with some calls having too low a volume for agents to hear the contact clearly.

contact.all-interactions-displayed-columns-treeview

Section: interaction-workspace
Default Value: Status,Subject,StartDate
Valid Values: A comma-separated value list of interaction attribute names.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.126.07

Specifies the list of interaction attributes that are displayed in the tree view of the Interaction Search view, for example: Status, Subject, StartDate, EndDate

teamlead.agent-status.enabled-remote-actions

Section: interaction-workspace
Default Value: Ready, NotReady, LogOff
Valid Values: A comma-separated list of states: Ready, NotReady, LogOff
Changes Take Effect: At the next agent search.
Introduced: 8.5.126.07

Specifies the list of agent statuses to which a Team Lead can set an agent selected from Team Communicator. The order of the statuses defines the order they are displayed in Team Communicator. This option is applicable only when the 'Team Lead - Agent Status Enabled Remote Actions' privilege is granted to the Team Lead.

email.can-change-text-direction

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


Specifies whether the Right-to-left Text Direction and Left-to-right Text Direction buttons are enabled in the outbound email editor. Agents can use these buttons to change the text field to left-to-right (LTR) script or right-to-left (RTL) script. This means that an email can have a mix of both LTR and RTL scripts. Enabling the option is not mandatory if agents are working exclusively in LTR or RTL scripts.

keyboard.shortcut.interaction.chat.hold

Section: interaction-workspace
Default Value: No default value
Valid Values: The name of a key or a key combination that begins with one of the following modifier key names: Ctrl, Shift, and Alt, and ends with a character key. Separate the modifier key name from the character key with the '+' character.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.128.07

The combination of keys that can be used as a keyboard shortcut to place a chat on hold. For example: F1, Ctrl+Alt+V, Ctrl+Shift+Alt+V.

chat.on-hold-queue

Section: interaction-workspace
Default Value: No default value
Valid Values: Any valid Script name of type 'Interaction Queue'.
Changes Take Effect: At the next attempt to put a chat in a queue.
Introduced: 8.5.128.07

Specifies the Interaction Queue where the chat interaction is placed when the agent clicks Place chat on hold. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chat.auto-mark-done-non-owner-agent.timer

Section: interaction-workspace
Default Value: 0
Valid Values: 0 to MAXINT
Changes Take Effect: Immediately
Dependencies: interaction.disposition.is-mandatory, chat.auto-mark-done-non-owner-agent
Introduced: 8.5.128.07
Related Options: chat.auto-mark-done-non-owner-agent, chat.auto-mark-done-owner-agent.timer

Specifies the time, in seconds, before a chat interaction auto closes if the agent is not the owner (not the last agent remaining connected to the interaction) of the chat interaction; this includes chat consultation agents and supervisors who are monitoring or coaching the chat interaction.

chat.auto-mark-done-non-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-owner-agent, chat.auto-mark-done-non-owner-agent.timer

Specifies whether chat interactions are automatically closed and marked done when the contact disconnects if the agent is not the owner (not the last agent remaining connected to the interaction) of the chat interaction; this includes chat consultation agents and supervisors who are monitoring or coaching the chat interaction.

chat.auto-mark-done-owner-agent.timer

Section: interaction-workspace
Default Value: 0
Valid Values: 0 to MAXINT
Changes Take Effect: Immediately
Dependencies: interaction.disposition.is-mandatory, chat.auto-mark-done-owner-agent
Introduced: 8.5.128.07
Related Options: chat.auto-mark-done-owner-agent, chat.auto-mark-done-non-owner-agent.timer

Specifies the time, in seconds, before a chat interaction auto closes if the agent is the owner (the last agent remaining connected to the interaction) of the chat interaction.

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.

voice.complete-conference-requires-connected-consultation-call

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

Specifies whether the 'Complete Conference' function requires a consultation call to the Agent to be established. When this option is set to 'false', the Agent can complete the conference regardless of consultation call state. When this option is set to 'true' it is not possible to complete a conference until the consultation call is established.

sms.transcript-enable-history-filters

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

Specifies that the value specified for the contact.history.filters-<attribute> option is used to filter the history-based part of the SMS transcript.

contact.history.filters-<attribute>

Section: interaction-workspace
Default Value:
Valid Values: In the key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.
Changes Take Effect: At the next contact search.
Modified: 8.5.104.15

This option can be used as a template to specify an interaction attribute name (in a key) and the associated values (in a value) that is used to automatically filter any list of interactions displayed in Contact History, My History, and Interaction Search views. Refer to Managing Contacts for more information. In a key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.

chat.transcript-enable-history-filters

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

Specifies that the value specified for the contact.history.filters-<attribute> option is used to filter the history-based part of the chat transcript.

contact.history.filters-<attribute>

Section: interaction-workspace
Default Value:
Valid Values: In the key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.
Changes Take Effect: At the next contact search.
Modified: 8.5.104.15

This option can be used as a template to specify an interaction attribute name (in a key) and the associated values (in a value) that is used to automatically filter any list of interactions displayed in Contact History, My History, and Interaction Search views. Refer to Managing Contacts for more information. In a key, a valid searchable interaction attribute name. In the value, a comma-separated list of strings applicable to the specified interaction attribute. Use the $All$ and $Other$ keywords to enable filtering on "all" or "other" values for this attribute.

email.reply-copy-category-id

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

Specifies whether the Category ID of the reply outbound email is copied to the parent inbound email. Note: the CategoryId of the outbound email is typically specified based on the Category of the standard response that an agent inserts in the email.

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.

main-window.auto-hide-display-delay

Section: interaction-workspace
Default Value: 0
Valid Values: Any positive integer
Changes Take Effect: At the next interaction.
Introduced: 8.5.136.07

When the Main Window - Can Auto-hide the Main Window privilege is granted, this option specifies the duration, in milliseconds, for which the Main Window remains hidden before being displayed when the mouse is at the top of the screen. The value 0 means specifies the minimum value.

contact.history-custom-attributes-search-types

Section: interaction-workspace
Default Value: is
Valid Values: is, begins-with
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.136.07

Specifies whether an 'exact match' (is) or a 'starts with' (begins-with) mode is applied when an agent makes an interaction search with a custom attribute.

main-window.auto-hide-display-delay

Section: interaction-workspace
Default Value: 0
Valid Values: Any positive integer
Changes Take Effect: At the next interaction.
Introduced: 8.5.136.07

When the Main Window - Can Auto-hide the Main Window privilege is granted, this option specifies the duration, in milliseconds, for which the Main Window remains hidden before being displayed when the mouse is at the top of the screen. The value 0 means specifies the minimum value.

outbound.reschedule-inherit-parent-availability-interval

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


Specifies how Workspace populates the default values of the availability ("From" and "Till") interval for a new outbound record created when rescheduling to a new number.

  • false: the default values are retrieved from the "From" and "Till" Field object of the Configuration
  • true: the "From" and "Till" are inherited from the parent record.

voice.device-type

Section: interaction-workspace
Default Value: auto
Valid Values: auto, separate
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.138.04

Specifies the type of device that this DN represents in the configuration. Configure this option in the interaction-workspace section of the Annex of the DN object. You can enable agents to enter different Places associated with different types of SIP DNs when they log in so that they can login from a Workspace SIP Endpoint/Genesys Softphone workstation one day and from their mobile or home phone through SIP Server, or a 3rd party SIP Endpoint on a different day.

  • auto: Specifies that Workspace SIP Endpoint or Genesys Softphone is used. The behavior is adjusted based on the privileges granted to the agent. If "SIP Endpoint - Can Use" is granted, Workspace tries to interact with the SIP Endpoint (Workspace SIP Endpoint or Genesys Softphone) as soon as the DN is recognized as a SIP Server DN. This is the compatibility mode that matches the behavior up to Workspace 8.5.137.xx.
  • separate: Specifies that the privilege to enable Workspace SIP Endpoint or Genesys Softphone communication should be ignored. The device is supposed to have a life cycle independent from Workspace. Use this value for hard phones and SIP Endpoints from another vendor, and so on.

security.inactivity-force-not-ready-state

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.139.06

Specifies whether channels that are in a Not Ready status (with or without a Not Ready Reason) are forced to new Not Ready Reason status specified by the security.inactivity-not-ready-reason option when workstation is locked. If the value of this option is set to false, only the status of channels with Ready and After Call Work statuses are updated. Depends on security.inactivity-set-agent-not-ready.

security.session-lock-not-ready-reason

Section: interaction-workspace
Default Value: No default value
Valid Values: A valid Not Ready reason
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.139.06

Specifies the Not Ready Reason used when the agent status is set to the Not Ready on session lock. Depends on security.session-lock-set-agent-not-ready.

security.session-lock-force-not-ready-state

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.139.06
Related Options: security.session-lock-not-ready-reason, security.session-lock-set-agent-not-ready

Specifies whether channels that are already in a Not Ready status (with or without a Not Ready Reason) are switched to the Not Ready reason specified by the security.session-lock-not-ready-reason option when the agent is set to Not Ready when their workstation is locked. If the value of this option is set to false, only the status of channels in the Ready and After Call Work statuses are updated. Depends on security.session-lock-set-agent-not-ready.

security.session-lock-set-agent-not-ready

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.139.06

Specifies whether the agent status is switched to Not Ready automatically when the Windows session is locked while the agent state is Ready.

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.

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.

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.

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.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.

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).

<media-type>.contact-history.enable-combine-ixn-with-current

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately.
Introduced: 8.5.143.08

Specifies whether an interaction of the given media type opened from the Contact History tab is displayed in the current interaction view or in a separate case view. Note: you cannot display more than one Email interaction in the same view.

<media-type>.contact-history.enable-combine-interaction-with-current

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately.
Introduced: 8.5.142.05
Discontinued: 8.5.143.08

If an agent is already handling an interaction with a contact, this option specifies whether an in-progress interaction of the given media type, opened from the Contact History tab, is displayed in the current interaction view or in a separate case view. Note: you cannot display more than one Email interaction in the same view.

screen-recording.client.address

Section: interaction-workspace
Default Value:
Valid Values: A valid IP address or host.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.143.08

Specifies the IP address or host of the Screen Recording Service. If left blank, the connection to the Screen Recording Service is established on the localhost, according the IP version specified at the system level.

display-format.caller-name

Section: interaction-workspace
Default Value: $Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$
Valid Values: A string that contains a composition of characters and field codes from the following list: $Interaction.CaseId$, $Interaction.MainParty$, $Contact.X$, $AttachedData.Y$, $OutboundRecord.PhoneType$, $OutboundRecord.PhoneNumber$, $OutboundRecordField.Z$ (where X: name of contact attribute, Y: attached data key name, Z: name of custom outbound field).
Changes Take Effect: Immediately.
Dependencies: interaction.case-data.content, toast.case-data.content
Modified: 8.5.143.08

Specifies the content of the 'Origin; field of the Case Information area. This option is enabled when the value of the interaction.case-data.content or toast.case-data.content option contains the History key. This content is typically used when placing an outbound call where the origin contains a string such as 'outbound call to xxx'.

The content is populated based on contact attributes, attached data keys, or outbound record fields that are defined by a string that contains at least one of the following field codes: $Interaction.CaseId$, $Interaction.MainParty$, $Contact.X$, $AttachedData.Y$, $OutboundRecord.PhoneType$, $OutboundRecord.PhoneNumber$, $OutboundRecordField.Z$ (where X: name of contact attribute, Y: attached data key name, Z: name of custom outbound field). If the values of the default field codes are empty, the following field code is used: $Interaction.MainParty$.

display-format.outbound-record-name

Section: interaction-workspace
Default Value: $OutboundRecord.PhoneType$ - $OutboundRecord.PhoneNumber$
Valid Values: A string that contains the following field codes: $OutboundRecord.PhoneType$,$OutboundRecord.PhoneNumber$,$OutboundRecordField.X$ (where X is the name of the custom outbound field).
Changes Take Effect: At the next interaction.
Introduced: 8.5.143.08

Specifies how an outbound record from a record chain is displayed to an agent. The record is populated by a string of attributes that contains one or more of the following field codes: $OutboundRecord.PhoneType$, $OutboundRecord.PhoneNumber$, and $OutboundRecordField.X$, where X is the name of the custom outbound field.

<media-type>.contact-history.enable-combine-ixn-with-current

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately.
Introduced: 8.5.143.08

Specifies whether an interaction of the given media type opened from the Contact History tab is displayed in the current interaction view or in a separate case view. Note: you cannot display more than one Email interaction in the same view.

<media-type>.contact-history.enable-combine-interaction-with-current

Section: interaction-workspace
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately.
Introduced: 8.5.142.05
Discontinued: 8.5.143.08

If an agent is already handling an interaction with a contact, this option specifies whether an in-progress interaction of the given media type, opened from the Contact History tab, is displayed in the current interaction view or in a separate case view. Note: you cannot display more than one Email interaction in the same view.

email.from-addresses.force-default-on-reply

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Dependencies: email.from-addresses
Introduced: 8.5.143.08

In environments where the option email.from-addresses is set to a valid Business Attribute name, this option specifies whether the default From address of a reply email interaction is the default value configured in the Business Attribute (true) or the target inbound mailbox of the parent inbound email interaction (false).

standard-response.categories

Section: interaction-workspace
Default Value: $All$
Valid Values: $All$ or a comma-separated list of one or more Category paths, using the '/' separator as tree level separator.
Changes Take Effect: At the next interaction.


Specifies the list of categories that are used to filter the Standard Responses. Agents see only those standard responses that are part of the subtree of those categories. Each category must be defined using the full access path that must be specified as the root for the agent or agent group to the category; for example: RootCategory1/CategoryLevel1/CategoryLevel2/CategorySpecifiedAsRoot.

If the option is set to $All$ or left empty, then Standard Responses for all the Category objects defined in the Configuration Layer are displayed. If an invalid category name is specified in the option, this category is ignored. If all the specified categories are invalid, the option behaves as if it is empty, resulting in the display of all categories.

This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

contact.multi-value-attribute-display.<contact-attribute>

Section: interaction-workspace
Default Value: Value, Description
Valid Values: A comma-separated list of fields from the following list: Value, Description.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.144.05

Specifies the list of fields that are used to display the Contact Attributes that can have multiple values in user interface areas such as Team Communicator, Contact Directory, and the interaction Party contextual menus. The <contact-attribute> placeholder represents the name of the contact attribute. At this time, only the PhoneNumber attribute is supported.

contact.history.voice-detail-attributes

Section: interaction-workspace
Default Value: Date,Contact,PhoneNumber,Duration
Valid Values: A comma-separated value list of Attribute Value names that correspond to voice calls: Date, Contact, PhoneNumber, Duration.
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.144.05

Specifies the list of voice call attributes that are displayed History Details view.

display-format.chat-customer-name

Section: interaction-workspace
Default Value: $Contact.FirstName$ $Contact.LastName$|$Party.DisplayName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $ChatCustomer.Nickname$, $Contact.X$, $AttachedData.Y$ (X: name of contact attribute, Y: attached data key name)
Changes Take Effect: Immediately.
Introduced: 8.5.145.06

Specifies the display format of the party name using a string that can contain regular characters as well as the following field codes: $ChatCustomer.Nickname$, $Contact.X$, $AttachedData.Y$, where X is the name of contact attribute and Y is the attached data key name. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

chatserver.tls-mutual

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.148.04

Specifies whether Workspace is required to provide a certificate key in environments where Chat Server works in Mutual TLS mode.

security.client-authentication-certificate-search-value

Section: interaction-workspace
Default Value: Empty
Valid Values: A string value or one of the supported field codes, Workspace uses to select a certificate.
Changes Take Effect: When the application is started or restarted.


For mutual TLS only. Specifies a string or one of the supported field codes that Workspace should use to select a certificate from the Windows Certificate Store to be used on the client-side to authenticate to server.

Search order with this value is:

  1. The certificate Thumbprint.
  2. The certificate Subject with this value, such as: Email, Common Name, Organizational Unit, and so on.
  3. The certificate Subject Alternative Name with this value.

Supported field codes:

  • $Agent.UserName$: The User Name.
  • $Agent.UPN$: The Explicit User Principal Name (eUPN) specified in the Windows Active Directory by the Windows Administrator when provisioning the agent account. This mode is deprecated and should be substituted by implicitUPN.
  • $Agent.ImplicitUPN$: The Implicit User Principal Name (iUPN), which is a combination of the samAccountName and the user's Domain.
  • $Agent.SAMAccountName$: The SAM Account Name attribute in the Windows Active Directory specified by the Windows Administrator when provisioning the agent account.
  • $Agent.MachineName$: The Machine Name attribute.
  • $Agent.MachineNameWithDomain$: The period (.) separated combination of Machine Name and Domain attributes.

Note: For authenticated connection to Configuration Server, this option should be present in the local InteractionWorkspace.exe.config configuration file.

interaction.disposition.<media-type>.mandatory-actions

Section: interaction-workspace
Default Value:
Valid Values: A comma separated list of actions from the following list: Transfer, Conference
Changes Take Effect: At the next interaction.
Introduced: 8.5.150.06
Related Options: interaction.disposition.is-mandatory

Some actions, such as 'Transfer' and/or 'Conference', have an uncertain final status. This option enables you to specify whether the mandatory disposition code must be completed by the agent before applying a 'Transfer’ and/or 'Conference' action for interactions of any given media type that is different from email. If Transfer and/or Conference are specified for this option, agents must complete the disposition code that is configured as mandatory before completing one of these actions. This option can be overridden by a routing strategy as described in Overriding Options by Using a Routing Strategy.

Note: Agents can apply the Conference action only for the media types that support the functionality.

interaction.case-data.email.mandatory-actions

Section: interaction-workspace
Default Value: Transfer, Forward
Valid Values: A comma separated list of actions from the following list: Transfer, Forward
Changes Take Effect: The next time an agent transfers and/or forwards an e-mail interaction.
Introduced: 8.5.150.06

Some email interaction actions, such as 'Transfer' and 'Forward as an attachment', have an uncertain final status. This option enables you to specify whether the agent must complete the mandatory case data before applying a 'Transfer' or 'Forward as an attachment' action. If Transfer and/or Forward are specified for this option, agents must complete the case data that is configured as mandatory before completing one of these actions. This option can be overridden by a routing strategy as described in Overriding Options by Using a Routing Strategy.

To specify whether the agent must complete the mandatory case data before applying a Transfer and/or Conference action for any Digital Channel interaction other than email, configure https://docs.genesys.com/Documentation/Options/Current/IW/WDE-interaction-workspace#interaction-case-data-zmedia-type-zmandatory-actions

interaction.case-data.<media-type>.mandatory-actions

Section: interaction-workspace
Default Value:
Valid Values: A comma separated list of actions from the following list: Transfer, Conference
Changes Take Effect: At the next interaction.
Introduced: 8.5.150.06

Some actions, such as 'Transfer' and/or 'Conference', have an uncertain final status. This option enables you to specify whether the agent must complete the mandatory case data before applying a Transfer and/or Conference action for any Digital Channel interaction other than email. If Transfer and/or Conference are specified for this option, agents must complete the case data that is configured as mandatory before completing one of these actions. This option can be overridden by a routing strategy as described in Overriding Options by Using a Routing Strategy.

To specify whether the agent must complete the mandatory case data before applying a 'Transfer' or 'Forward as an attachment' action on an email interaction, configure https://docs.genesys.com/Documentation/Options/Current/IW/WDE-interaction-workspace#interaction-case-data-email-mandatory-actions

Note: Agents can apply the Conference action only for the media types that support the functionality.

chat.rich-media-widget-width

Section: interaction-workspace
Default Value: 300
Valid Values: An integer value between 100 and 500.
Changes Take Effect: At the next interaction.
Introduced: 8.5.150.06

Specifies the width, in pixels, of Rich Media in a chat interaction. The value of this option affects the minimum width of the Chat transcript view.

outbound.assured-connection.allow-release-engaging-call-timeout

Section: interaction-workspace
Default Value: -1
Valid Values: any integer greater or equal to -1
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.150.06

Specifies the time, in seconds, after which an engaging call of Outbound Assured Connection can be released. If the value -1 is specified, an engaging call is not allowed to release.

sms.reconnect-timeout

Section: interaction-workspace
Default Value: 10
Valid Values: from 0 to MAXINT
Changes Take Effect: At the next interaction.
Introduced: 8.5.153.05

Specifies the duration, in seconds, between each attempt to reconnect to the sms session in the case of a connection loss.

sms.reconnect-attempts

Section: interaction-workspace
Default Value: 5
Valid Values: from 0 to MAXINT
Changes Take Effect: At the next interaction.
Introduced: 8.5.153.05

Defines the number of reconnection attempts to the sms session to make in the case of a connection loss.

general.restricted-attachment-file-content-types

Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of restricted file formats from this list: exe, zip.
Changes Take Effect: At the next attachment upload or download.
Introduced: 8.5.115.17

Specifies the list of attachment file types for which agent operations, such as Attach, Open, Save, and Save All, will be blocked. File types are recognized by binary content, unlike the file extension used in Template loop detected: Template:Optionslink and Template loop detected: Template:Optionslink options. Following file formats are supported: Windows/DOS executable file and PKZIP archive file. Microsoft Office document files having extension '.docx', '.xlsx' have format PKZIP. If the file format 'zip' is specified in this option, the file will be rejected. The content type of the attachments added by inserting a Standard Response into an interaction is not validated by the Workspace logic controlled by this option.

email.restricted-attachment-file-types

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of file extensions that represent file types that are to be restricted. For example, use txt to restrict plain-text files, htm to restrict HTML files, and so on.
Changes Take Effect: At the next interaction.


Specifies the list of file extensions that represent file types that are to be prevented from being used as attachments. An error message is displayed to an agent who tries to attach a file of a restricted type.

teamcommunicator.person-cache-for-favorites-recents-enabled

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the application is started or restarted.
Introduced: 8.5.154.xx

Specifies whether advanced cache usage is used when preparing the Recents and Favorites sections of Team Communicator. The value 'false' (default) represents the legacy behavior where the preparation of Favorites and Recents can generate some duplicated requests to Configuration Server. While the value 'true' optimizes the usage of local cache when loading Recents and Favorites. The Team Communicator user experience during data loading can be slightly different when this option is set to 'true'.

What's new in Workspace?

The following pages contain a list of topics that are new or have changed significantly in the specified release of Workspace:

Workspace 8.5.155.03

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.155.03:

  • The new configuration option, teamcommunicator.person-cache-for-favorites-recents-enabled, is introducing a new Team Communicator data initialization mode that reduces the number of requests to Configuration Server or Configuration Server Proxy when it prepares the Favorite list and Recent list of records for Team Communicator. To enable this new Team Communicator data initialization mode, the value of this option must be set to true.

Workspace 8.5.154.05

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.154.05:

  • You can specify the list of attachment file types for which agent operations, such as Attach, Open, Save, and Save All, will be blocked. File types are recognized by binary content, unlike the file extension used in chat.restricted-attachment-file-types and email.restricted-attachment-file-types options. Following file formats are supported: Windows/DOS executable file and PKZIP archive file. Microsoft Office document files having extension '.docx', '.xlsx' have format PKZIP. If the file format 'zip' is specified in this option, the file will be rejected. The content type of the attachments added by inserting a Standard Response into an interaction is not validated by the Workspace logic controlled by this option.

Workspace 8.5.153.05

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.153.05:

  • You can define the number of reconnection attempts to the sms session to make in the case of a connection loss. The following configuration option has been added to support this feature:
  • You can specify the duration, in seconds, between each attempt to reconnect to the sms session in the case of a connection loss. The following configuration option has been added to support this feature:


Workspace 8.5.150.06

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.150.06:

  • Agents can paste formatted text as plain text in HTML emails using Paste Text Only format.
  • You can specify the time, in seconds, after which an engaging call of Outbound Assured Connection can be released. The following configuration option has been added to support this feature:
  • You can specify the width, in pixels, of Rich Media in a chat interaction. The value of this option affects the minimum width of the Chat transcript view. The following configuration option has been added to support this feature:
  • You can specify whether the agent must complete the mandatory case data before applying a 'Transfer' and/or 'Conference' action for any Digital Channel interaction other than email. The following configuration option has been added to support this feature:
  • You can specify whether the agent must complete the mandatory case data before applying a 'Transfer' or 'Forward as an attachment’ action on an email interaction. The following configuration option has been added to support this feature:
  • You can specify whether the mandatory disposition code must be completed by the agent before applying a 'Transfer’ and/or 'Conference' action for interactions of any given media type that is different from email. The following configuration option has been added to support this feature:


Workspace 8.5.149.03

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.149.03:

  • In addition to the existing Screen and Classify service support, Workspace now supports the Analyze service of Classification Server to detect suggested responses.

Workspace 8.5.148.04

Workspace 8.5.147.05

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.147.05:

Workspace 8.5.145.06

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.145.06:

Workspace 8.5.144.05

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.144.05:

Workspace 8.5.143.08

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.143.08:

Workspace 8.5.142.05

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.142.05:

  • Workspace can now display Rich Media elements contained in Chatbot messages sent to a contact who is connected to the Genesys WebChat Widget. This applies to live Chat interactions and the History view.
  • You can now specify whether interactions opened from the Contact History tab are opened in the same view as the currently active interaction or in a separate case view. The following option has been added to support this feature:

(Note: this option is renamed to <media-type>.contact-history.enable-combine-ixn-with-current in 8.5.143.08; however, both options are supported).

Workspace 8.5.141.04

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.141.04:

  • You can specify how the DN-less phone number specified by an agent during login is propagated to the Genesys back-end. Passing as an extension to SIP Server limits 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. Refer to Remote Agents with Non-provisioned DNs for more information. The following option has been added to support this feature:
  • You can have editable case data copied back to the original inbound email from an outgoing reply email interaction when it is sent. The following option has been added to support this feature:
  • You can specify a prefix to be used when an agent resends an outgoing or reply email from History (My History, Contact History, and Interaction Search). The following option has been added to support this feature:
  • 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. The following option has been added to support this feature:
  • 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. The following option has been added to support this feature:

Workspace 8.5.140.08

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.140.08:

  • You can specify whether the chat transcript displays interactions as left-to-right or right-to-left reading to support interactions written in a right-to-left reading language. By default, Workspace displays interactions as left-to-right reading. The following option has been added to support this feature:
  • In SIP Server environments, you can specify whether the DN-less phone number stored in the agent's DN is restored to its original value when the agent logs out of this DN. The following option has been added to support this feature:
  • In a Virtual Desktop Infrastructure (VDI) environment, you can specify whether Workspace relies on a DNS resolution to identify the IP Address used to connect to Workspace SIP Endpoint. The following option has been added to support this feature:
  • The login.kerberos.agent-identification option has been updated in this release. The following values have been added or 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. [Added: 8.5.140.08]
    • 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.

Workspace 8.5.139.06

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.139.06:

Workspace 8.5.138.04

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.138.04:

  • You can now enable agents to enter different Places associated with different types of SIP DNs when they log in so that they can login from a Workspace SIP Endpoint/Genesys Softphone workstation one day and from their mobile or home phone through SIP Server, or a 3rd party SIP Endpoint on a different day. The following option has been added to support this feature:

Workspace 8.5.137.06

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.137.06:

  • You can now specify whether Workspace preserves the availability interval of the parent Outbound record when rescheduling an Outbound record with a new phone number. The following option has been added to support this feature:
  • In environments where the main toolbar is configured in auto-hide mode, you can now configure the delay between the moment when the mouse cursor reaches the top of the screen and the moment the Workspace toolbar is displayed. The following option has been added to support this feature:

Workspace 8.5.136.07

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.136.07:

Workspace 8.5.132.05

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.132.05:

  • To prevent changes to the case data after a voice or chat interaction has ended, the interaction.case-data.is-read-only-on-idle option has been added.
  • To specify whether the Category ID of the reply outbound email is copied to the parent inbound email, the email.reply-copy-category-id option has been added.
  • For Chat interactions, to specify that the value specified for the contact.history.filters-<attribute> option is used to filter the history-based part of the chat transcript, the chat.transcript-enable-history-filters option has been added. Keys and values of the option are constructed like those of the contact.history.filters-<attribute> option. You can add these options to a routing strategy.
  • For SMS interactions, to specify that the value specified for the contact.history.filters-<attribute> option is used to filter the history-based part of the SMS transcript, the sms.transcript-enable-history-filters option has been added. Keys and values of the option are constructed like those of the contact.history.filters-<attribute> option. You can add these options to a routing strategy.
  • To support Kerberos in a multi-tenant environment, the login.kerberos.agent-identification option in the interactionworkspace.exe.config configuration file has been modified. The upn value has been added to enable Workspace to use the User Principal Name (UPN) specified by Windows Administrator in Windows Active Directory when provisioning the account of an agent.
  • To specify whether the 'Complete Conference' function requires a consultation call to the Agent to be established first or not, the voice.complete-conference-requires-connected-consultation-call option has been added.

Workspace 8.5.128.07

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.128.07:

Workspace 8.5.127.06

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.127.06:

  • Agents can combine left-to-right (LTR) text or right-to-left (RTL) text in the same email message by using the Right-to-left Text Direction and Left-to-right Text Direction buttons. The following configuration option has been added to support this feature:

Workspace 8.5.126.07

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.126.07:

Workspace 8.5.125.04

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.125.04:

  • The date.time-display-format option has been added to Case Information to enable you to specify how the DateTime variable in attached data are displayed in Workspace views, such as Outbound attached data. You can specify both date and time, just the date, just the time, and so on.

Workspace 8.5.124.08

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.124.08:

  • For Alcatel 4400/OXE switch environments only, you can specify whether or not the queue that is used on login should be used for the queue on logout. The following configuration option controls this feature:
  • You can control whether agents are able to extend their After Call Work (ACW) status beyond the wrap-up time that you specified. The following configuration option enables this feature:
  • In Accessibility mode, you can prevent hyperlinks from being active in email, chat, and SMS interactions. Some screen readers cause Workspace to become unresponsive when processing active hyperlinks. The following option has been added to enable this feature:

Workspace 8.5.122.08

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.122.08:

Workspace 8.5.120.05, WSEP 8.5.114.05

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.120.05, WSEP 8.5.114.05:

  • You can specify the format of the folder structure that is displayed to agents in the Disposition Code view and Case Data view. The following option has been added to support this feature:

Workspace 8.5.119.05

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.119.05:

  • You can configure Workspace to specify whether an outgoing email interaction must have a subject before the email can be sent. The following option has been added to support this feature:

WSEP 8.5.113.02

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition WSEP 8.5.113.02:

Workspace 8.5.118.10

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.118.10:

The following privileges have been added to support this feature:
  • Voice Mail - Can Deposit Message
  • Voice Mail - Can Transfer Message
  • Agents can create, manage, and delete hyperlinks in chat and email interactions using hyperlink management tools. Refer to the Help and User's Guide for more information about this feature.
  • You can set up short cut keywords that let agents enter responses into text based interactions by typing a prefix key followed by the keyword. The following configuration options have been added to support this feature:
  • Agents can update case information by searching and selecting categories from a directory tree.
  • You can specify attachment types to edit only certain file types preserves the data integrity of files that you do not want agents to modify. For example, you might allow agents to modify .jpg and .png files so that the orientation can be changed, but restrict the modification of .docx, .xlsx, and other file types. Or, you might want to ensure that only .xlsx files can be updated by agents. The following configuration option has been added to support this feature:
  • You can manage how agents can force close stuck interactions. The following configuration option has been added to support this feature:

Workspace 8.5.117.18

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.117.18:

  • Hybrid voice agent configuration is now supported to let an agent log in on two distinct voice devices and answer or make calls (according to priority rules) from each of them. Skype for Business and Workspace SIP Endpoint hybrid mode support has been added. Contact centers are no longer required to choose between Skype for Business or Workspace SIP Endpoint as their communication media of choice. With hybrid mode, both can be used by the same agent for handling customer interactions and internal communication. This feature significantly expands Skype enabled enterprise/back office users as available resources for assistance to improve first contact resolution. The following configuration options support this feature:
  • You can control automatic contact assignment by enabling agents to choose from a list of possible matching if there is more than one contact in the contact database to which a new inbound interaction can be assigned. The following configuration options support this feature:
  • You can force an Outbound enabled agent to complete the processing of an outbound record prior to transferring or conferencing the call to another agent, and retain the call result in the OCS database. The following configuration options support this feature:
  • You can specify whether the current interaction is highlighted in the Contact History view of the current interaction. If the current interaction is not on the first page of the view, the view is scrolled to the position of the current interaction. The following configuration option has been added to support this feature:
  • You can specify that it is mandatory for agents to edit case data fields before they can mark an interaction as Done. If the agent tries to close the interaction without editing the case data field, an error message is displayed. Mandatory fields are marked with a red asterisk. This feature is supported by the interaction-workspace/mandatory option.

Workspace 8.5.116.10

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.116.10:

  • You can specify how new interaction windows behave after an agent who is working on one or more interactions accepts a new inbound interaction. You can choose to have the new interaction window receive the focus (default behavior), or you can choose to keep the focus on the currently active interaction window. You can also configure this behavior by media channel. The following configuration options have been added to support this feature:
  • Screen recording through Genesys Interaction Recording (GIR) has been ehanced to support hot seating (hot desking) environments. The following option has been modified to support this feature:
  • The behavior of the email.reply-prefix option has been modified to better handle multiple reply email interaction threads. This option can also be overridden by a routing strategy to handle situations where the locale of the recipient might be different from the locale of the agent.
  • Cisco Call Manager environments now support two DNs, one for ACD calling and one extension.

Workspace 8.5.115.17

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.115.17:

The following privileges have been added to support this feature:
  • Chat - Can Save Attached files
  • Chat - Can Transfer File From File System
  • Chat - Can Transfer File From Standard Response
  • You can enable your agents to send emojis as part of chat interactions. The handling of received emojis has been improved. In Workspace, sent and received emojis are displayed as Unicode characters according to the default Workspace and Windows system fonts, which Workspace uses in the Chat Interaction view. You define which emojis your agents can use by configuring a Business Attribute that populates the emoji item in the chat composition tool bar. The following configuration option has been added to support this feature:
The following privilege has been added to support this feature:
  • Chat - Can Use Emojis
  • You can control which Chat Server messages are recorded in chat transcripts and SMS Session transcripts in the Contact History.
  • For Outbound campaigns, you can specify whether rescheduled calls/callbacks are personal, campaign, or both. The following configuration option has been added to support this feature:
  • Agents can change the phone number to be dialed in Outbound Campaign calls. This covers both the scenario where a different number than the one in the record must be dialed and the scenario where there is no number in the record. The following privilege has been added to enable this feature:
    • Outbound - Can Dial On New Number
The following configuration option has been added to support this feature:
  • You can include Interaction Server and T-Server system properties keys in Case Data (Attached Data).
  • You can configure the keyboard.shortcut.hamburger.open option to enable agents to open the Main Menu (Hamburger Menu) to access views such as 'My Workspace' and 'My History'.

Workspace 8.5.114.08

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.114.08:

  • Automatic Place selection using Place Groups is now supported to improve the management of Places by no longer tying a single Place to a single agent. This feature enables you to create a pool of Places that agents can select from whether they are connecting from a workstation, from home, or from a mobile. The Place Group selection feature works only with SIP Server. It is not supported by Workspace SIP Endpoint. The following configuration options have been added to support this feature:
The following configuration options have been modified to support this feature:

Workspace 8.5.113.11

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.113.11:

The following privilege supports this feature:
  • E-Mail - Can In-line Forward To External Resource
  • Agents are now notified if either party in a chat has timed out due to inactivity.

Workspace 8.5.112.08

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.112.08:

Workspace 8.5.111.21

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.111.21:

Workspace 8.5.110.13

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.110.13:

This feature is supported by the following configuration options:
  • Workspace now supports Multimedia Message Service (MMS) messages that contain images sent in the following formats:
    • Bitmap (image/bmp)
    • GIF (image/gif)
    • JPEG (image/jpeg)
    • Portable Network Graphics (image/png)
    • TIFF (image/tiff)
    • ICO (image/vnd.microsoft.icon)
This feature is available through the SMS channel. You configure this feature by using the following configuration option:
This feature is supported by the following privilege:
  • Agents can mark interactions as Done from the Contact History, My History, and Interaction Search views.
  • Agents can delete interactions from the Contact History, My History, and Interaction Search views.
  • You can display agent names in the interactive notification for cross site internal calls by using the following option:
  • Team Communicator can be configured to display different metrics for the availability of Routing Points, Queues, and Interaction Queues. If the corresponding metric from Stat Server is a time, you can use the new statistic-text option to specify the format of the time information. You can specify a {0} field code anywhere in this string, and to add time formatting value to this field code, like {0:HH:mm:ss}, following Microsoft reference: https://msdn.microsoft.com/en-us/library/8kb3ddd4(v=vs.110).aspx. Previously, time information in Team Communicator was always displayed in seconds; however, this was inconvenient if the number of seconds was large. This feature is supported by the statistic-text configuration option in the following sections:
  • Changes to the following configuration options now take effect immediately instead of when the application is started or restarted:

Workspace 8.5.109.16

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.109.16:

Workspace 8.5.108.11

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.108.11:

Workspace 8.5.106.19

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.106.19:

Workspace 8.5.105.12

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.105.12:

Workspace 8.5.104.15

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.104.15:

Workspace 8.5.103.10

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.103.10:

Workspace 8.5.102.06

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.102.06:

Workspace 8.5.101.14

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.101.14:

Workspace 8.5.100.05

The following content has been added to the Workspace 8.5.1 Deployment Guide for Workspace Desktop Edition 8.5.100.05:

The following configuration options were also added or modified in this release:

This page was last edited on November 10, 2022, at 07:03.
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