New In Interaction Workspace Deployment Guide 8.1.401.00

The following topics have been added or changed significantly since the 8.1.3 release:

• The Tables of Support Systems have been updated. The Operating System table now includes Microsoft Windows 8. A new table, Virtualized Platform, has been added to provide a list of supported virtual environments, including Citrix XenDesktop 5.6, Citrix XenApp 6.x, Citrix Presentation Server 4.5, VMWare View 5.x, and VMWare ThinApp 4.6. Refer to the Supported Operating Environments Reference and the Interaction Workspace Release Note for details.
• The Chat conference with a skill or an agent group feature has been added.
  • The intercommunication.chat.conference.invite-timeout option has been added to support this feature.
  • The intercommunication.chat.queue and intercommunication.chat.routing-based-targets options have been modified to support this feature.
  • The Chat.canOneStepConference privilege has been modified to support this feature.
• Information about Chat Preview has been added to the Chat Interactions topic. Placing your mouse pointer over any flashing element displays a preview of the latest message from a contact.
• The Workbin and Queue Management and Creating Interaction Filters for Team Leads features have been added to the Workbins feature.
  • The Interaction Management and Workbins privileges have been added to enable this feature.
  • The interaction-management.available-interaction-page-sizes option has been added to support this feature.
  • The interaction-management.filters option has been added to support this feature.
  • The interaction-management.interactions-filter.displayed-columns option has been added to support this feature.
• The ability to open in-progress workitems has been added to the Workitems feature.
• The ability for agents to change their own password has been added to Interaction Workspace.
  • The Security Privileges have been added to enable this feature.
• Information about Transport Layer Security (TLS) has been updated.
• The Editing Case Information feature has been added.
• The reschedule Outbound preview feature has been added. The following topics have been updated to support this feature:
  • Outbound Campaign Interactions
  • Outbound Campaign Privileges
• The reschedule Web Callback preview feature has been added. The Can Reschedule Before Call privilege has been added. The following topics have been updated to support this feature:
  • Web Callback Interactions
  • Web Callback Privileges
• The following new features are available for e-mail interactions:
  • The email.max-attachments-size option has been added to specify the maximum number of megabytes that are permitted for attachments to e-mail interactions.
  • The Can Change Format New Email and Can Change Format Reply Email e-mail privileges have been added to enable agents to change the type of outbound e-mail interactions between HTML and plain text.
• The description of the active-recording.voice.recording-type option has been clarified.
• The description of the chat.pending-response-to-customer option has been modified to include information about the flashing of user interface elements.
• The interaction.window.show-case-interaction-panel-button option has been added to control the display of the interaction view collapse/expand button.
• The valid values of the intercommunication.email.routing-based-targets and intercommunication.<media-type>.routing-based-targets options have been modified.
• The login.enable-login-without-channel has been added to specify whether agents can login to Interaction Workspace without being logged in to any channels.
• The webcallback.use-combined-channel option was added to enable the voice and callback channels to be combined into a single interaction interface.
• Information about configuring dictionaries has been added to the Spelling Check topic. The spellchecker.corporate-dictionary-file option description has been clarified.
• The editor.font-size-units option has been added to the Miscellaneous options to enable you to specify whether points or pixels are the units used for fonts in the Rich Editor view for e-mail, chat, SMS, and other text based interactions.
• The sounds.preloadfiles option has been added to the Miscellaneous options to enable you to specify the names and locations of sound files that you want pre-loaded into Interaction Workspace when an agent logs in.
• The Team Communicator - Can View All privilege has been added to enable agents to see and use all internal targets and contacts in the Team Communicator view.
• The following privileges have been added to enable Team Leads to automatically coach all the voice and chat interactions of a selected agent:
  • Team Lead - Can Auto Coach Chat Interactions
  • Team Lead - Can Auto Coach Voice Interactions
• The following privileges have been added to enable Team Leads to coach the voice and chat interactions of a selected agent:
  • Team Lead - Can Coach Current Chat Interactions
  • Team Lead - Can Coach Current Voice Interactions
• New recommendations for Business Continuity switchover have been added.