Open Media

In the Open Media section of the Contact Center Settings page, configure the following options:

• Auto Answer Specifies whether an interaction is automatically accepted and joined when a Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in Deployment Guide.
• Prompt for done Specifies if the application prompts a confirmation message when a user clicks the 'done' button. This option is only available for interaction open media. This option can be overridden by a routing strategy as described in Deployment Guide.
• Workitem Ringtone Type Specifies the path of the sound file that is played when the interaction is ringing. The first is the sound file name (BELL, RING, CHORD or WARNING predefined aliases or an absolute url to a mp3 file).
• Workitem Ringtone Priority Then, a priority, the higher the integer the higher the priority.
• Workitem Ringtone Duration And a duration (-1 means plays and repeats until an explicit message stops it with an established event for instance, 0 means to play the whole sound one time, an integer > 0 means a time in milliseconds to play and repeat the sound).
• Decline enables the agent to decline incoming Interactions. Depends on 'Workitem - Can Use Workitem Channel'.
• Mark Done enables the agents to mark done an interaction without further processing.
• One-step transfer enables the agent to use instant Workitem transfer. Depends on 'Workitem - Can Use Workitem Channel'.
• Interaction Disposition enables the agent to set the disposition codes for Workitem interactions. Depends on 'Workitem - Can Use Workitem Channel'.