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webcallback.reschedule-queue

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


Specifies the Interaction Queue in which Web Callback interactions are placed when an agent reschedules one and marks it as processed.

webcallback.callback-information.header-foreground-color

Section: interaction-workspace
Default Value: #FFFFFFFF
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: At the next interaction.


Specifies the color of the foreground of the Callback Information view frame of Web Callback interactions. Example #FFFFFFFF for white color. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

webcallback.callback-information.frame-color

Section: interaction-workspace
Default Value: #FF17849D
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: At the next interaction.


Specifies the background color of the Callback Information view header of Web Callback interactions. Examples: #FFFFBA00 for a Gold color, #FF6F7074 for a Silver color, #FFB8400B for a Bronze color. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

webcallback.ringing-bell

Section: interaction-workspace
Default Value: Sounds\Ring.mp3|10|-1|primary
Valid Values: All special characters that are valid Windows file path, '|' separator and numeric values.
Changes Take Effect: At the next interaction.
Related Options: application.secondary-audio-out-device

Specifies the path of the sound file that is played when Web Callback interaction is delivered to the agent. For example: "Sounds\Ring.mp3|10|-1|primary" The value has four components that are separated by the character '|':

  1. The file name and folder relative to the application folder. In some virtual desktop environments, MP3 and other sound file formats cannot be rendered by Direct Show filters. In this scenario, use Direct Show compatible formats such as .wav.
  2. The priority. The higher the integer the higher the priority.
  3. The duration:
    1. -1 means plays and repeats until an explicit message stops it. For example, the established event stops the ringing sound.
    2. 0 means play the whole sound one time.
    3. An integer > 0 means a time, in milliseconds, to play and repeat the sound.
  4. Specify whether tones are played on the default audio device, a secondary audio device, or both. If no value is specified for this flag, the value |primary is used by default.

webcallback.park-queue

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


Specifies the Interaction Queue in which the parent Web Callback interaction is placed when an agent transfers a voice call that is created from a Web Callback interaction.

webcallback.complete-queue

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


Specifies the Interaction Queue in which Web Callback interactions are placed when an agent marks one as processed.

webcallback.callback-information.content

Section: interaction-workspace
Default Value: Subject,PhoneNumber,Type,ScheduledDate,ContactTime,LocalTime,FormerAttempts
Valid Values: A comma separated list of items within the following list: Subject, PhoneNumber, Type, ScheduledDate, ContactTime, LocalTime, FormerAttempts, Result.
Changes Take Effect: At the next interaction.


Specifies the callback data that is displayed in the Callback Information Area. The callback data entries are displayed in the order in which they appear in the list.

webcallback.auto-dial

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


Specifies whether Callback Phone Number is automatically dialed when an Interaction Web Callback is accepted. 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.

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

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


Specifies whether a Web Callback interaction is automatically accepted when Interaction Server Invite event is received. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

login.webcallback.is-auto-ready

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


Specifies whether the Web Callback channel is automatically set to the Ready state at login.

login.webcallback.can-unactivate-channel

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


Specifies whether the agent can select and unselect (auto-login or not auto-login) the web callback channel.

login.webcallback.auto-not-ready-reason

Section: interaction-workspace
Default Value:
Valid Values: A valid not ready reason
Changes Take Effect: When the application is started or restarted
Dependencies: login.webcallback.is-auto-ready

Specifies the Not Ready Reason that is displayed after an agent logs in on a channel that is not automatically set to Ready. The Not Ready Reason corresponds to the name of a Not Ready Action Code. If the reason is empty, no Not Ready Reason is displayed for the channel at log in time if the channel is in the Not Ready state. This option is ignored if the option login.webcallback.is-auto-ready is set to true.

webcallback.auto-dial

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


Specifies whether Callback Phone Number is automatically dialed when an Interaction Web Callback is accepted. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

webcallback.park-queue

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


Specifies the Interaction Queue in which the parent Web Callback interaction is placed when an agent transfers a voice call that is created from a Web Callback interaction.

Web Callback

Workspace supports agent processing of Web Callbacks. Contacts can schedule a callback through your website. Workspace employs the following privileges for all Web Callback interactions:

  • Can Use Web Callback Channel: Enables access to the Web Callback channel. All other Web Callback privileges are dependent on this one.
  • Can Decline: Enables agents to decline incoming Web Callback interactions.
  • Can Set Interaction Disposition: Enables agents to set disposition codes for Web Callback interactions.
  • Can Reschedule: Enables agents to reschedule a Web Callback interaction.
  • Can Reschedule Before Call: Enables agents to reschedule a Web Callback Preview at a different date and/or time. The Can Reschedule privilege must be enabled for this privilege to be active. If Can Reschedule is enabled but Can Reschedule Before Call is disabled, agents can still reschedule the Web Callback Preview after they have connected and disconnected the call.
  • Can Reschedule On New Number: Enables agents to reschedule a Web Callback interaction by using a new phone number.
  • Can Mark Done: Enables agents to mark inbound Web Callback interactions as Done without processing them further.

You must also allow the voice privileges since the Workspace Voice channel is used to complete Web Callback interactions. To function correctly, the Web Callback feature requires Interaction Server to be available in the environment (refer to the eServices documentation), as well as either a Voice TServer or SIP Server. To support the transfer of corresponding Voice calls, configure the webcallback.park-queue option. To automatically dial the call when the web Callback interaction is accepted, configure the webcallback.auto-dial. You use the following options in the interaction-workspace section to configure the channel to handle Web Callback interactions:

This page was last edited on October 26, 2018, at 14:33.
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