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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: JestTakiWiatr on July 17, 2015, 12:18:25 PM

Title: Interaction Workspace - enabling channels
Post by: JestTakiWiatr on July 17, 2015, 12:18:25 PM

Hello,

how do you enable particular channel on the interaction workspace? Is it Interaction Workspace options or agent roles? Or maybe something different.

thanks

Title: Re: Interaction Workspace - enabling channels
Post by: cavagnaro on July 17, 2015, 12:29:00 PM

On the Roles you select what the agent assigned to that Role can do.
On IWS you just define how that channel will behave wiith its rules.

Title: Re: Interaction Workspace - enabling channels
Post by: JestTakiWiatr on July 17, 2015, 12:39:13 PM

Thanks for such a quick reply.

Currently, no channels are availalbe for my agent (IWS starts with an empty channels list).
I've created a role with all 'Interaction Workspace Voice Priviliges' and assigned it to my user.

I don't quite understand 'On IWS you just define how that channel will behave wiith its rules.'. Can you explain?

thank you

Title: Re: Interaction Workspace - enabling channels
Post by: cavagnaro on July 17, 2015, 12:47:05 PM

Empty channel list? What you mean? You want your agent to select each channel individually?
In IWS you configure for example, for Emails which queue will be used as default queue, which for Outbound queue, which Business Data will use to toast on agent screen, etc.


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Title: Re: Interaction Workspace - enabling channels
Post by: JestTakiWiatr on July 17, 2015, 12:47:50 PM

I mean there are no channel available. I'd like to have voice channel.

Title: Re: Interaction Workspace - enabling channels
Post by: Kubig on July 17, 2015, 12:48:08 PM

The role based access is used just with disabled option "security.disable-rbac" (ie with value "false"). With this settings the permission for particular performs/actions within IWS is controled by this configuration. What channel should be available depends on configuration of IWS objects (IWS connections, etc.) and of course of the used place. Try to check your configuration together with logs of IWS on DEBUG level

Title: Re: Interaction Workspace - enabling channels
Post by: JestTakiWiatr on July 20, 2015, 07:46:08 AM

This is what I found in the logs:

15-07-20 09:44:30.572 [            1] DEBUG andardResponseModule - StandardResponseModule()
15-07-20 09:44:30.577 [            1] INFO  dows.LoginController - Module StandardResponseModule initialized in 0.032 seconds
15-07-20 09:44:30.584 [            1] DEBUG InteractionWorkspace - CreateChildLogger InteractionWorkspace.Voice.EvaluateVoiceParty
15-07-20 09:44:30.585 [            1] DEBUG InteractionWorkspace - CreateChildLogger InteractionWorkspace.Voice.MediaVoiceExtension
15-07-20 09:44:30.587 [            1] DEBUG InteractionWorkspace - CreateChildLogger InteractionWorkspace.OpenMedia.MediaOpenMediaExtension
15-07-20 09:44:30.588 [            1] DEBUG InteractionWorkspace - CreateChildLogger InteractionWorkspace.OpenMedia.MediaBundleOpenMediaExtension
15-07-20 09:44:30.590 15-07-20 09:44:31.204 [            1] ERROR Workspace.Core.Agent - Not Found Possible Media
15-07-20 09:44:31.328 [            1] ERROR Workspace.Core.Agent - No Initialized media on the place.

Title: Re: Interaction Workspace - enabling channels
Post by: Kubig on July 20, 2015, 08:13:35 AM

Have your IWS object connection to the required "servers"? Is your place configured properly (linked to the physical DN, etc.)?

Title: Re: Interaction Workspace - enabling channels
Post by: JestTakiWiatr on July 20, 2015, 09:21:05 AM

IWS does have a connection to T-Server. My place does a have configured DN.

Title: Re: Interaction Workspace - enabling channels
Post by: Kubig on July 20, 2015, 09:23:34 AM

Try to check permissions of your person and the options within IWS object related to the voice.* part.

Title: Re: Interaction Workspace - enabling channels
Post by: JestTakiWiatr on July 20, 2015, 09:29:52 AM

Environment \ Administrators - Access Group - Full Control
Environment \ SYSTEM - Access Group - Special Access(XR)
Environment \ Super Administrators - Access Group - Full Control
Environment \ Users - Access Group - Special Access(XR)
Environment \ default - User - Full Control

interaction-workspace/active-recording.voice.recording-type
interaction-workspace
active-recording.voice.recording-type
NETANN

interaction-workspace/interaction-workspace/contact.lookup.voice.enable
interaction-workspace
interaction-workspace/contact.lookup.voice.enable
true

interaction-workspace/intercommunication.voice.routing-points
interaction-workspace
intercommunication.voice.routing-points
2222@SIP_Switch

interaction-workspace/login.voice.available-queues
interaction-workspace
login.voice.available-queues
2272

interaction-workspace/login.voice.can-unactivate-channel
interaction-workspace
login.voice.can-unactivate-channel
true

interaction-workspace/login.voice.is-auto-ready
interaction-workspace
login.voice.is-auto-ready
false

interaction-workspace/login.voice.prompt-dn-less-phone-number
interaction-workspace
login.voice.prompt-dn-less-phone-number
true

interaction-workspace/voice.auto-answer
interaction-workspace
voice.auto-answer
false

interaction-workspace/voice.enable
interaction-workspace
voice.enable
true

interaction-workspace/voice.ringing-bell
interaction-workspace
voice.ringing-bell
Sounds\Ring.mp3|10|-1

interaction-workspace/workbin.vmail.VoiceMailWorkbin
interaction-workspace
workbin.vmail.VoiceMailWorkbin
LastAgentAndVoiceMail.voicemail.VMailWorkbin

interaction-workspace/workbin.vmail.VoiceMailWorkbin.displayed-columns
interaction-workspace
workbin.vmail.VoiceMailWorkbin.displayed-columns
Subject,Received

Title: Re: Interaction Workspace - enabling channels
Post by: Kubig on July 20, 2015, 09:38:40 AM

Just for the test try to use person with "Super administrator" privileges. In other hand, check your IWS version (strongly recommend to use the latest version from the current release). If it will not work with the latest version, it points to the some mis-configuration or type in settings.

Title: Re: Interaction Workspace - enabling channels
Post by: JestTakiWiatr on July 20, 2015, 09:46:20 AM

Adding super administrator privileges did not help.
Interaction Workspace versions is 8.1.401.50, all other applications are also 8.1.x, so I wouldn't suspect any version mismatch.

Title: Re: Interaction Workspace - enabling channels
Post by: Kubig on July 20, 2015, 09:48:22 AM

So, all pointed to the some misconfiguration as a root-cause. Try to follow entire doc describing the deployment process again.

Title: Re: Interaction Workspace - enabling channels
Post by: JestTakiWiatr on July 20, 2015, 09:52:34 AM

Thanks for your effort Kubig. Can you drop me link me to the document?

Title: Re: Interaction Workspace - enabling channels
Post by: Kubig on July 20, 2015, 10:19:35 AM

Just question: Within the "second" login page (where the place is selected) do you see any channels there?

Title: Re: Interaction Workspace - enabling channels
Post by: JestTakiWiatr on July 20, 2015, 10:33:26 AM

What do you mean by second login page?

Title: Re: Interaction Workspace - enabling channels
Post by: Kubig on July 20, 2015, 10:43:48 AM

Within the first "page" you should be able to fill the username, password, application name, configuration server host and port. Within the second page (if it is allowed) you will be able to (un)check the specific channels and decide which channels will be logged in or not. Check the options like "<media-type>-can.unactivatechannel" and "<media-type>-is.selected"

Title: Re: Interaction Workspace - enabling channels
Post by: JestTakiWiatr on July 20, 2015, 11:22:09 AM

The second login page wasn't showing up, after providing credential main screen was shown.
login.voice.can-unactivate-channel set to true
I don't have the is selected property, so added the following under interaction-workspace section:
voice.is.selected with a value of true.
Restarted IW, problem remains, logs are identical.

Title: Re: Interaction Workspace - enabling channels
Post by: Kubig on July 20, 2015, 11:28:24 AM

Try to post whole IWS log with DEBUG level (at least on PSDK level) or just contact G-support

Title: Re: Interaction Workspace - enabling channels
Post by: cavagnaro on July 20, 2015, 04:20:51 PM

I think is role, what you are.messing with is IWS interface only.

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