"language": "",

The language of the ServiceNow UI.

For example, you can type "language": "en_US", to display the ServiceNow UI in English.

ServiceNow users can select a UI language other than the default language. If Avaya Workspaces for CRM does not support the UI language the agent selects for the CRM, it uses the language that the ServiceNow administrators configure as the default language. If Avaya Workspaces for CRM does not support the default language the administrators configure, it uses English.

"autoStartWorkEnabled": "",

The option to configure the Start Work step when agents log in to Avaya Workspaces for CRM.

The values are the following:

• Y: Avaya Workspaces for CRM initiates Start Work automatically after the agent logs in.

• N: Avaya Workspaces for CRM does not initiate Start Work automatically after the agent logs in.

If you set "autoStartWorkEnabled": "", to N, you can further configure the "startWorkButtons": "", and "startWorkState": "", options.

"startWorkButtons": "",

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.

"startWorkState": "",

The option to put the agents into 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 "startWorkState": "", 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.

"autoSignOutEnabled": "",

The option to enable Avaya Workspaces for CRM to perform the finish work step when agents log out.

The values are the following:

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

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

For example, you can type "autoSignOutEnabled": "Y",

"reportsEnabled": "",

The option to display the View CRM Reports button when the agent clicks .

The values are the following:

• Y: The View CRM Reports button will appear when the agent clicks .

• N: The View CRM Reports button will not appear when the agent clicks .

"clickToDial": "",

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, ServiceNow automatically disables the click-to-consult feature.

For example, you can type "clickToDial": "Y",

"clickToConsultEnabled": "",

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.

For example, you can type "clickToConsultEnabled": "Y",

"manualNotReadySelectionEnabled": "",

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 can switch to Not Ready if the server initiates it, for example, if an agent does not answer a routed interaction.

For example, you can type "manualNotReadySelectionEnabled": "Y",

"manualAfterContactWorkEnabled": "",

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 can switch to After Contact Work if the server initiates it, for example, if an agent ends a routed interaction.

For example, you can type "manualAfterContactWorkEnabled": "Y",

"transferButtonEnabled": "",

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 to a queue.

• C (Consult): Agents can initiate consulted transfers to other agents or to a queue. They cannot initiate blind transfers.

• N: Agents cannot initiate transfers.

For example, you can type "transferButtonEnabled": "Y",

If you set both the "transferButtonEnabled": "", and "conferenceButtonEnabled": "", to N, agents cannot initiate a consult call.​

"toggleChannelsEnabled": "",

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, 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.

• 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 expands the list of channels automatically, and the channel icon is displayed in yellow. The agent state for unavailable channels changes to Not Ready.

• N: Avaya Workspaces for CRM does not display the toggle button, and the list of channels is displayed in the expanded view by default.

For example, you can type "toggleChannelsEnabled": "Y",

"conferenceButtonEnabled": "",

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.

For example, you can type "conferenceButtonEnabled": "Y",

If you set both the "transferButtonEnabled": "", and "conferenceButtonEnabled": "", to N, agents cannot initiate a consult call.​

"serverResponseTimeout": "",

The option to set a timeout value in seconds for the processes that require a response from the ServiceNow server, for example, when you activate an agent. The default value is 120.

When the process that requires a response from the ServiceNow server lasts longer than the entered value, Avaya Workspaces for CRM displays the Reset Session button. When an agent clicks the Reset Session button, the server receives a logout request. You can use a value of 0 to disable this feature.

For example, you can type "serverResponseTimeout": "100",

"autoAcceptInteraction": "",

The option to enable Avaya Workspaces for CRM to accept incoming interactions automatically.

The values are the following:

• Y: Avaya Workspaces for CRM automatically accepts all incoming interactions.

• N: Avaya Workspaces for CRM does not automatically accept all incoming interactions.

• A (ACD): Avaya Workspaces for CRM automatically accepts only routed interactions (ACD, VDN).

For example, you can type "autoAcceptInteraction": "N",

"logginSecurityLevel": "",

The security level of the logs that Avaya Workspaces for CRM creates. The security level determines whether the created logs can contain the fields that correspond to the personal identifiable information, such as the customer name, email, or phone number.

The values are the following:

• H (High): The created logs do not contain the fields that correspond to the personal identifiable information.

• M (Medium): The created logs contain the fields that correspond to the personal identifiable information. Avaya Workspaces for CRM replaces values in these fields with the following message:

  adfconnect-value-exists.

• N (None): The created logs contain the fields that correspond to the personal identifiable information.

• D (Disabled): Avaya Workspaces for CRM does not create logs for interactions.

For example, you can type "logginSecurityLevel": "H",

"logPersistenceDuration": "",

The time during which Avaya Workspaces for CRM stores logs in the session storage. Type a value in minutes.

For example, you can type "logPersistenceDuration": "30",

"dropIncomingInteraction": "",

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.

For example, you can type "dropIncomingInteraction": "Y",

"manualOutboundInteraction": "",

The option to enable Avaya Workspaces for CRM agents to initiate manual interactions. Agents can initiate manual interactions using the dialpad, the Redial button, the history menu, or the search box.

The values are the following:

• Y: Agents can initiate manual interactions.

• N: Agents cannot initiate manual interactions.

For example, you can type "manualOutboundInteraction": "Y",

"customerJourneyButtonEnabled": "",

The option to enable agents to view Customer Journey.

The values are the following:

• Y: Agents can view Customer Journey by clicking .

• N: Avaya Workspaces for CRM does not display .

For example, you can type "customerJourneyButtonEnabled": "N",

"enableNotifications": "",

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 notifications.

• L (List): Agents can view only the notification list.

• T (Toast): Agents can view only toast notifications.

• N: Agents cannot view notifications.

For example, you can type "enableNotifications": "T",

"setAgentStateToNotReadyOnRona": "",

The option to automatically change the agent state to Not ready when Redirection On No Answer (RONA) occurs.

The values are the following:

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

• 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 "setAgentStateToNotReadyOnRona": "Y=1",

"voicemailNumber": "",

The phone number that Avaya Workspaces for CRM uses to access voicemail messages.

The values are the following:

• If you do not type a number, 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.

For example, you can type "voicemailNumber": "",

"advancedCustomerHistoryEnabled": "",

The option to enable agents to view the advanced customer history. The advanced customer history layout is similar to the standard Avaya Workspaces chat layout with each message displayed in a separate message box. The default customer history displays messages using line separators.

The values are the following:

• Y: Agents can view the advanced customer history.

• N: Agents cannot view the advanced customer history.

For example, you can type "advancedCustomerHistoryEnabled": "Y",

"DebounceTime": ""

The option to indicate a time interval in seconds for disabling the buttons of the Avaya Workspaces for CRM softphone after an agent clicks a button. For example, if you type "DebounceTime": "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.