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.callback-information.content
Section: interaction-workspace
Default Value: Subject,
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.ringing-bell
Section: interaction-workspace
Default Value: Sounds\Ring.mp3|
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 '|':
- 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.
- The priority. The higher the integer the higher the priority.
-
The duration:
- -1 means plays and repeats until an explicit message stops it. For example, the established event stops the ringing sound.
- 0 means play the whole sound one time.
- An integer > 0 means a time, in milliseconds, to play and repeat the sound.
-
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.
- primary—Play the sound on the default audio output device
- secondary—Play the sound on the secondary audio device, as defined by the application.secondary-audio-out-device configuration option
- both—Play the sound on the default and secondary (application.secondary-audio-out-device configuration option) audio devices
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.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.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.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.
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.
Web Callback options
- webcallback.auto-answer
- webcallback.auto-answer.enable-reject
- webcallback.auto-answer.timer
- webcallback.auto-dial
- webcallback.complete-queue
- webcallback.park-queue
- webcallback.reschedule-queue
- webcallback.ringing-bell
- webcallback.callback-information.content
- webcallback.callback-information.frame-color
- webcallback.callback-information.header-foreground-color
Related Resources
The following topics discuss the implementation of these options: