Default Language

Backup language setting for Avaya Workspaces for CRM. This setting is used if the language configured in the Salesforce 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 agents log 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.

If you set Auto Start Work Enabled?to N, you can further configure the Start Work Buttons (SW/R/NR/US) and Start Work State (R/NR) 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 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 Start Work is initiated.

The values are the following:

• R (Ready): The agent state switches to Ready after Start Work is initiated.

• NR (Not Ready): The agent state switches to Not Ready after Start Work is initiated.

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 switches automatically after Start Work is initiated.

Auto Sign Out Enabled? (Y/N)

The option to automatically perform the Finish Work step when agents log out of Avaya Workspaces for CRM.

The values are the following:

• Y: Agents do not click Finish Work before logging out.

• N: Agents must click Finish Work before logging out.

Apex User Retrieval Class

The name of the Apex User Retrieval Class that Avaya Workspaces for CRM uses to get information about the logged in Salesforce user.

Apex Data Retrieval Class

The name of the Apex User Retrieval Class that Avaya Workspaces for CRM uses to perform a search within Salesforce.

Apex Object Retrieval Class

The name of the Apex Object Retrieval Class that Avaya Workspaces for CRM uses to get information about the required Salesforce object.

Apex Salesforce Directory Class

The name of the Apex Salesforce Directory Class that fetches the directory numbers to Salesforce Lightning.

Apex Get Pick List Values Class

The name of the Apex Pick List Values Class that Avaya Workspaces for CRM uses to get the custom drop-down values from Salesforce.

Log Report URL

The URL that Avaya Workspaces for CRM uses when an agent clicks My Report Label.

You can configure the default value for this field using the CCDef XML file.

Click-to-Dial Enabled? (Y/N/P/I)

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. If you disable the click-to-dial feature, Salesforce automatically disables the click-to-consult feature.

• P (Pre-fill): Agents can use the click-to-dial feature. When an agent clicks a number, Avaya Workspaces for CRM displays this number in the Find Someone field and the agent can modify the number before initiating the call.

• I (Interrogation): Agents can use the click-to-dial feature. When an agent clicks a number, Avaya Workspaces for CRM displays a confirmation window before initiating the call.

Click-to-Consult Enabled? (Y/N/T/C/P/I)

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.

• C (Consult): Agents can use the click-to-consult feature to initiate a consultative call.

• P (Pre-fill): Agents can use the click-to-consult feature. When an agent clicks a number while on an active call, Avaya Workspaces for CRM displays this number in the Find Someone field. The agent can modify the number before initiating the call.

• I (Interrogation): Agents can use the click-to-consult feature. When an agent clicks a number while on an active call, Avaya Workspaces for CRM displays a confirmation window before initiating the call. In the confirmation window, the agent can select Consult to initiate a consultative call or Blind Transfer to transfer the active call.

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.

Enable Transfer? (Y/C/N)

The option to enable the call 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.​

Enable Conference? (Y/C/N)

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 Salesforce 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 automatically accept incoming interactions.

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, 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 identifiable personal information.

• M (Medium): The created logs contain fields corresponding to identifiable personal 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 identifiable personal 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.

Omnichannel Enabled? (C/S/N)

The option to enable agent state synchronization between the Avaya Workspaces for CRM and Salesforce Omnichannel queues.

The values are the following:

• C (Complementary mode): The default agent state in Avaya Workspaces for CRM and Salesforce Omnichannel is Not Ready. When the agent state in Avaya Workspaces for CRM changes to Ready, the agent state in Salesforce Omnichannel changes to Not Ready.

• S (Synchronized mode): The agent state changes simultaneously in both Salesforce Omnichannel and Avaya Workspaces for CRM. When the agent accepts an interaction in one queue, the agent state in the other queue changes to Not Ready.

• N: Salesforce Omnichannel is disabled.

Omnichannel Ready Status Id

The option to indicate the Salesforce Ready state ID. You can type multiple Ready state IDs separated by a semicolon. For example, you can type: 0N50S00000000Cj;0N50S00000000CK;0N550000000000k;0N50S00000000CP.

When the agent state in Salesforce changes to Ready and the Ready state ID matches one of the IDs entered in the Omnichannel Ready Status Id field, the agent state in Avaya Workspaces also changes to Ready.

When the agent state in Avaya Workspaces changes to Ready, the agent state in Salesforce changes to the Ready state with the Ready state ID that matches the first ID entered in the Omnichannel Ready Status Id field.

You must type at least one Ready state ID.

Omnichannel Not Ready Status Id

The option to indicate the Salesforce Not Ready state ID. You can type multiple Not Ready state IDs separated by a semicolon. For example, you can type: 0N50S00000000Cj;0N50S00000000CK;0N550000000000k;0N50S00000000CP.

When the agent state in Salesforce changes to Not Ready and the Not Ready state ID matches one of the IDs entered in the Omnichannel Not Ready Status Id field, the agent state in Avaya Workspaces also changes to Not Ready.

When the agent state in Avaya Workspaces changes to Not Ready, the agent state in Salesforce changes to the Not Ready state with the Not Ready state ID that matches the first ID entered in the Omnichannel Not Ready Status Id field.

You can associate the entered Salesforce Not Ready state IDs with the Avaya Workspaces Not Ready reason codes using the Not Ready Reason Code Map with Omnichannel 1-20 fields.

Omnichannel After Contact Work Status Id

The option to indicate the Salesforce Not Ready state ID and associate it with the Avaya Workspaces After Contact Work state. You can type only one Not Ready state ID.

When the agent state in Salesforce changes to Not Ready and the Not Ready state ID matches the ID entered in the Omnichannel After Contact Work Status Id field, the agent state in Avaya Workspaces changes to After Contact Work.

Omnichannel Not Ready Reason Code

The option to indicate and label the Avaya Workspaces Not Ready reason code. In Complimentary mode, when the agent state in Salesforce changes to Ready, the agent state in Avaya Workspaces changes to the Not Ready state associated with the entered reason code.

If you do not associate Salesforce Not Ready state IDs with the Avaya Workspaces Not Ready reason codes using the Not Ready Reason Code Map with Omnichannel 1-20 fields, Avaya Workspaces uses the reason code entered in the Omnichannel Not Ready Reason Code field as the default one.

You must enter an Avaya Workspaces Not Ready reason code in the following format: <reason code number = reason code label>, where <reason code number> is the number of the required Not Ready reason code in Avaya Workspaces, and <reason code label> is the label that Avaya Workspaces displays for this reason code.

For example, you can type 21 = Digital Not Ready. If you are using Complementary mode, when the agent state in Salesforce changes to Ready, the agent state in Avaya Workspaces changes to the Not Ready state associated with reason code 21 and the reason code is labeled Digital Not Ready.

Customer Journey Button Enabled (Y/N)

The option to enable agents to view Customer Journey.

The values are the following:

• Y: Agents can click and view Customer Journey.

• N: Avaya Workspaces for CRM does not display .

Toggle Channels Enabled (Y/N/P)

The option to enable agents to view the list of channels using the toggle button (). 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, which agents can click to expand the list of channels. If one of the channels is unavailable, the toggle button is 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, which agents can click to expand the list of channels. If one of the channels is 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.

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: 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: Agent state does not change to Not Ready when RONA occurs.

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.

Enable Advanced Customer History?

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.

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.