Softphone Options field descriptions

Last Updated : Oct 21, 2024 |
Prolog information
Metadata
Keywords:
Name
Description
Default Language
Backup language setting for Avaya Workspaces for CRM. This setting is used if the language configured in the Dynamics 365 UI is not supported. If Avaya Workspaces for CRM does not support the language configured in this Default Language field, it uses English.
Auto start work enabled? (Y/N)
The option to automatically initiate Start Work when an agent logs in to Avaya Workspaces for CRM.
The values are the following:
  • Y: The agent automatically enters the Start Work mode without pressing any buttons.
  • N: The agent does not automatically enter the Start Work mode after logging in.
Auto Sign Out Enabled? (Y/N)
The option to automatically perform the Finish Work step when an agent logs out of Avaya Workspaces for CRM.
The values are the following:
  • Y: Agents do not need to click Finish Work before logging out.
  • N: Agents must click Finish Work before logging out.
Click-to-Dial Enabled? (Y/N)
The option to enable the click-to-dial feature.
The values are the following:
  • Y: Agents can use the click-to-dial feature.
  • N: Agents cannot use the click-to-dial feature.
Click-to-Consult Enabled? (Y/N/T)
The option to enable the click-to-consult feature. With the click-to-consult feature, the agent who handles an active call can click a number and initiate a consultative call or transfer the active call.
The values are the following:
  • Y: Agents can use the click-to-consult feature.
  • N: Agents cannot use the click-to-consult feature.
  • T (Transfer): Agents can use the click-to-consult feature. When an agent clicks a number while on an active call, Avaya Workspaces for CRM performs a blind transfer.
Enable manual Not Ready selection (Y/N)
The option to enable agents to switch the agent state to Not Ready.
The values are the following:
  • Y: Agents can switch the agent state to Not Ready.
  • N: Agents cannot switch the agent state to Not Ready. Avaya Workspaces for CRM does not display this option in the agent state list. The agent state switches to Not Ready if the server initiates it. For example, if an agent does not answer a routed interaction.
Enable manual After Contact Work selection (Y/N)
The option to enable agents to switch the agent state to After Contact Work.
The values are the following:
  • Y: Agents can switch the agent state to After Contact Work.
  • N: Agents cannot switch the agent state to After Contact Work. Avaya Workspaces for CRM does not display this option in the agent state list. The agent state switches to After Contact Work if the server initiates it. For example, if an agent ends a routed interaction.
Transfer Button Enabled? (Y/N/C)
The option to enable the Transfer feature.
The values are the following:
  • Y: Agents can initiate blind and consulted transfers to other agents or a queue.
  • C (Consult): Agents can initiate consulted transfers to other agents or a queue. They cannot initiate blind transfers.
  • N: Agents cannot initiate transfers.
If you set the Enable Transfer and Enable Conference to N, agents cannot initiate a consult call.​
Toggle Channels Enabled (Y/N/P)
The option to enable agents to view the list of channels using the toggle button (the Arrow right icon). If you enable this feature, agents can click the toggle button at the bottom of the Avaya Workspaces for CRM softphone to view the list of channels and their availability state.
The values are the following:
  • Y: Avaya Workspaces for CRM displays the toggle button, and agents can click it to expand the list of channels. If one of the channels becomes unavailable, the toggle button is displayed in yellow, and the channel icon in the list of channels is also displayed in yellow. The agent state for unavailable channels changes to Not Ready.
  • N: Avaya Workspaces for CRM does not display the toggle button. The list of channels is displayed in the expanded view by default.
  • P (Present): Avaya Workspaces for CRM displays the toggle button, and agents can click it to expand the list of channels. If one of the channels becomes unavailable, Avaya Workspaces for CRM automatically expands the list of channels, and the channel icon is displayed in yellow. The agent state for unavailable channels changes to Not Ready.
Conference Button Enabled? (Y/N/C)
The option to enable the conference feature.
The values are the following:
  • Y: Agents can initiate consulted calls as conferences.
  • C (Consult): Agents can initiate consulted calls as conferences.
  • N: Agents cannot initiate conferences.
If you set the Enable Transfer and Enable Conference to N, agents cannot initiate a consult call.​
Server Response Timeout (seconds)
The option to set a timeout value for processes that require a response from the Dynamics 365 server. For example, when you activate an agent. The default value is 120.
If a process lasts longer than the entered value, Avaya Workspaces for CRM displays the Reset Session button. When a user clicks this button, the server receives a logout request. You can use a value of 0 to disable this feature.
Auto Accept Interaction? (Y/A/N)
The option to accept incoming interactions automatically.
The values are the following:
  • Y: Avaya Workspaces for CRM automatically accepts all incoming interactions.
  • A (ACD): Avaya Workspaces for CRM automatically accepts routed interactions (ACD and VDN).
  • N: Avaya Workspaces for CRM does not automatically accept incoming interactions.
Logging security level (N/M/H/D)
The security level of Avaya Workspaces for CRM logs. The security level determines whether the created logs contain fields corresponding to personally identifiable information, such as the customer name, email, or phone number.
The values are the following:
  • N (None): The created logs contain fields corresponding to personally identifiable information.
  • M (Medium): The created logs contain fields corresponding to personally identifiable information. Avaya Workspaces for CRM replaces the values in these fields with the following message: adfconnect-value-exists.
  • H (High): The created logs do not contain fields corresponding to personally identifiable information.
  • D (Disabled): Avaya Workspaces for CRM does not create interaction logs.
Log persistence duration (minutes)
The time during which Avaya Workspaces for CRM stores logs in the session storage. Type a value in minutes.
Enable drop incoming interaction (Y/I/N)
The option to enable agents to end incoming interactions.
The values are the following:
  • Y: Agents can end incoming interactions.
  • I (Internal): Agents can only end internal interactions. Agents cannot end routed interactions.
  • N: Agents cannot end incoming interactions.
Enable manual outbound interaction (Y/N)
The option to enable agents to initiate manual interactions. Agents can initiate interactions using the dialpad, Redial button, history list, or search box.
The values are the following:
  • Y: Agents can initiate manual interactions.
  • N: Agents cannot initiate manual interactions.
Customer Journey Button Enabled (Y/N)
The option to enable agents to view Customer Journey.
The values are the following:
  • Y: Agents click Customer journey icon to view Customer Journey.
  • N: Avaya Workspaces for CRM does not display Customer journey icon.
Enable Notifications? (Y/L/T/N)
The option to enable Avaya Workspaces for CRM to display notifications to agents.
The values are the following:
  • Y: Agents can view the notification list and toast (pop-up) notifications.
  • L (List): Agents can only view the notification list.
  • T (Toast): Agents can only view pop-up notifications.
  • N: Agents cannot view notifications.
Set Agent State to Not Ready on RONA?
The option to automatically change the agent state to Not Ready when Redirection On No Answer (RONA) occurs.
The values are the following:
  • Y: The agent state changes to Not Ready when RONA occurs. You can enable Avaya Workspaces for CRM to use a reason code when switching the agent state to Not Ready. To indicate a reason code, type Y = number, where number is a reason code number. For example, you can type Y = 1.
  • N: The agent state does not change to Not Ready when RONA occurs.
Enable Advanced Customer History? (Y/N)
The option to enable agents to view advanced customer history. The advanced customer history layout is similar to the standard Avaya Workspaces chat layout, with each message displayed in a separate box. The default customer history displays messages using line separators.
Tip:
If agents encounter errors while viewing advanced customer history, set this option to N.
The values are the following:
  • Y: Agents can view advanced customer history.
  • N: Agents cannot view advanced customer history.
Debounce Time (seconds)
The option to indicate a time interval in seconds for disabling Avaya Workspaces for CRM softphone buttons after an agent clicks a button. For example, if you type a value of 5, agents cannot click any buttons in the Avaya Workspaces for CRM softphone for five seconds after clicking Alerting to accept a digital interaction. If the agent completes the action successfully, Avaya Workspaces for CRM does not disable the buttons.
Reports Enabled? (Y/N)
The option to display the View CRM Reports button when the agent clicks the History icon.
The values are the following:
  • Y: The View CRM Reports button will appear when the agent clicks the History icon.
  • N: The View CRM Reports button will not appear when the agent clicks the History icon.
Voicemail Number
The phone number that Avaya Workspaces for CRM uses to access voicemail messages.
The values are the following:
  • If you leave this field empty, Avaya Workspaces for CRM disables the voicemail feature.
  • If you type a number, Avaya Workspaces for CRM uses this number to enable the voicemail feature. Agents can call the configured number to listen to the messages left by customers.
Display channel origin (Y/N)
The option for the Channels column on the supervisor dashboard to indicate whether the agent is using Avaya Experience Platform™ Public Cloud voice or Avaya Experience Platform™ On-Prem hybrid voice.
You can configure one of the following values:
  • Y: The supervisor dashboard displays an icon and tooltip indicating the source of the agent's voice channel. If the agent uses Avaya Experience Platform™ Public Cloud voice, the Channels column on the supervisor dashboard displays an icon with a cloud (Phone icon with a cloud). If the agent uses Avaya Experience Platform™ On-Prem hybrid voice, the supervisor dashboard displays a standard phone icon (Plain phone icon).
  • N: The supervisor dashboard does not indicate the source of the agent's voice channel.
Directory Search Options (A/N/E/U/S/P)
The available directory search options. You can configure the following values:
  • A (All): All directory search options are available.
  • N (None): Directory search is not available.
  • E (Enterprise Directory): You can access enterprise directory contacts configured in Avaya Aura® Device Services.
  • U (Users): You can access the Contact Center Users configured in Avaya Aura® Device Services.
  • S (Services): You can access the Contact Center Services configured in Avaya Aura® Device Services.
  • P (Phone Extensions): You can access the phone extensions configured in Avaya Aura® Device Services.
The default value is A. You can change this value. Use a comma to separate each option. For example, type E,U if you only want to enable access to the Enterprise Directory and Contact Center Users options.
If you type N, all other options are ignored, and a directory search is not available.
Any combination of options that includes A but not N will enable all directory search options.
Start work buttons (SW/R/NR/US)
The option to configure the Start Work button behavior.
The values are the following:
  • SW (Start Work): Avaya Workspaces for CRM displays the Start Work button.
  • R (Ready): Avaya Workspaces for CRM displays the Ready button.
  • NR (Not Ready): Avaya Workspaces for CRM displays the Not Ready button.
  • US (User Selection): Avaya Workspaces for CRM displays both the Ready and Not Ready buttons.
Start Work State (R/NR)
The option to put the agents into the Ready or Not Ready state after the agent initiates Start Work.
The values are the following:
  • R (Ready): The agent state changes to Ready after the agent initiates Start Work.
  • NR (Not Ready): The agent state changes to Not Ready after the agent initiates Start Work.
You can configure Start Work State (R/NR) if the server supports Start Work with the agent state selection. If the server supports Start Work with the agent state selection, the agent state changes automatically after the agent initiates Start Work.
If the tenant administrator enables the simultaneous ready feature, this option controls the start work state for Avaya Experience Platform™ Public Cloud digital and Avaya Experience Platform™ (On-Prem + Connect) hybrid voice simultaneously.
When the simultaneous ready feature is disabled, Start Work State (R/NR) value is forcefully set to NR for logging into the Avaya Experience Platform™ Public Cloud digital and Avaya Experience Platform™ (On-Prem + Connect) hybrid voice channels.
Related links
Configuring your contact center