John L.
What is StatTimeInReadyState in Genesys?
StatTimeInReadyState likely represents a metric within a specific Genesys product. More information about the Genesys product or feature is needed to provide a precise definition.
Genesys 7.6 Reference Manual Universal Routing Reference Manual
Universal Routing 7.6 Reference Manual is a detailed guide that covers the features and functions of Genesys Universal Routing software. The manual provides comprehensive information on how to configure, manage, and troubleshoot Universal Routing strategies. It also includes a glossary of terms, a troubleshooting guide, and a comprehensive index.
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Universal Routing 7.6
Reference Manual
The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc.
Copyright © 2004–2008 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel-Lucent, is 100% focused on software for call centers.
Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations, and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail, and Web channels ensure that customers are quickly connected to the best available resource— the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com
for more information.
Each product has its own documentation for online viewing at the Genesys Technical Support website or on the Documentation
Library DVD, which is available from Genesys upon request. For more information, contact your sales representative.
Notice
Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors. Changes and/or corrections to the information contained in this document may be incorporated in future versions.
Your Responsibility for Your System’s Security
You are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility.
Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products.
Trademarks
Genesys, the Genesys logo, and T-Server are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other trademarks and trade names referred to in this document are the property of other companies. The Crystal monospace font is used by permission of Software Renovation Corporation, www.SoftwareRenovation.com
.
Technical Support from VARs
If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support.
Technical Support from Genesys
If you have purchased support directly from Genesys, please contact Genesys Technical Support at the following regional numbers:
Region
North and Latin America
Europe, Middle East, and Africa
Asia Pacific
Japan
Telephone
+888-369-5555 or +506-674-6767
+44-(0)-1276-45-7002
+61-7-3368-6868
+81-3-6361-8950
Prior to contacting technical support, please refer to the
Genesys Technical Support Guide
for complete contact information and procedures.
Ordering and Licensing Information
Complete information on ordering and licensing Genesys products can be found in the
Genesys 7 Licensing Guide
.
Released by
Genesys Telecommunications Laboratories, Inc. www.genesyslab.com
Document Version: 76r_ref_09-2008_v7.6.10
1.00
Preface
Chapter 1
Table of Contents
Customer Interaction Management ......................................................... 18
Document Conventions ........................................................................... 20
Making Comments on This Document .................................................... 24
Routing Strategies Defined...................................................................... 25
Configuration Manager Limitations ..................................................... 28
URS Internal Queues and Performance ............................................. 31
Reviewing the Strategy Design........................................................... 32
Compiling and Checking Integrity ....................................................... 32
Check Integrity Mode.......................................................................... 32
The Debugging Tool............................................................................ 34
IRD Monitoring View ........................................................................... 37
Sharing Strategies Within the Same Environment.............................. 41
Sharing Strategies With a Different Environment or Tenant ............... 41
Locking Strategies and Subroutines ................................................... 42
Exporting/Importing Objects Between Strategies .................................... 42
Export to File Menu Command ........................................................... 45
Reference Manual 3
Table of Contents
Chapter 2
4
Exporting Using Archive (*.zcf) Format............................................... 46
Importing (Unpackaging) a Strategy ........................................................ 48
Making Strategies Ready for Immediate Execution ............................ 48
Import Operation................................................................................. 48
Migrating Strategies and Other Objects................................................... 52
Solution Export View........................................................................... 52
Solution Import View ........................................................................... 56
Specifying a Working Directory ........................................................... 57
Loading an Edited Strategy................................................................. 58
Strategy Elements............................................................................... 58
Saving the RBN File ........................................................................... 59
Default Storage Location by Tenant.................................................... 59
Using Save As to Rename Strategies................................................. 60
Interaction Routing Designer Objects ................................................ 61
Alphabetical List of Strategy-Building Objects .................................... 78
Object Properties Dialog Boxes............................................................... 81
Expression Builder.............................................................................. 83
Building Expressions .......................................................................... 86
Variables in Objects and Expressions ..................................................... 88
Variable Usage and Strategy Design .................................................. 88
Configuring Variables.......................................................................... 89
Assigning Values to Variables............................................................. 90
Exporting and Importing Variables ...................................................... 91
Specifying Variables............................................................................ 92
The Interaction Design Window............................................................... 94
Universal Routing 7.6
Table of Contents
Reference Manual
Business Processes ........................................................................... 94
Opening Interaction Design ................................................................ 94
Creating a New Business Process ..................................................... 95
Using Business Attributes................................................................... 97
Using Objects in Strategies ..................................................................... 98
Strategy-Building Objects Organization .............................................. 98
Database Wizard .............................................................................. 101
External Service................................................................................ 108
Miscellaneous Objects........................................................................... 113
Error Segmentation........................................................................... 116
Business Processes ......................................................................... 140
Interaction Design Objects................................................................ 141
About Genesys Queues.................................................................... 141
URS Communication with Interaction Server ................................... 142
Strategy-Building Objects For Business Processes.......................... 144
Strategy-Linked Nodes ..................................................................... 144
Summary of Multimedia Objects ....................................................... 147
Finishing a Routing Strategy............................................................. 151
Acknowledgement ............................................................................ 152
Attach Categories ............................................................................. 168
Autoresponse.................................................................................... 171
Create Interaction ............................................................................. 195
Create Email Out .............................................................................. 201
Create Notification ............................................................................ 205
Forward E-Mail ................................................................................. 215
Last Agent Routing ........................................................................... 223
5
Table of Contents
6
Reply E-Mail From External Resource ............................................. 234
Update Contact................................................................................. 252
Special Note on the Result Tab in Multimedia Objects ..................... 254
Update Record.................................................................................. 269
Configuring Proactive Routing .......................................................... 272
Creating Routing Rules for Routing Objects ..................................... 274
Load Balancing ................................................................................. 279
Queue Interaction ............................................................................. 282
Route Interaction .............................................................................. 284
Switch-to-Strategy............................................................................. 306
Error Codes for Routing Objects....................................................... 316
Postrouting Following a Routing Object............................................ 316
Virtual Queues in Routing Objects.................................................... 316
Statistical Objects (Target Types)...................................................... 317
Skill Target in Routing Objects .......................................................... 322
Skill Targets and Skill Expressions ................................................... 323
Using a Skill Expression to Exclude an Agent .................................. 324
Important Note on the Absence of a Skill.......................................... 324
Busy Treatments in Routing Objects................................................. 325
Targets in Other Objects ................................................................... 330
Segmentation Objects ........................................................................... 331
Universal Routing 7.6
Table of Contents
Chapter 3
Voice Treatment Objects ....................................................................... 342
Mandatory Vs. Busy.......................................................................... 342
Updating Wait Time Information for an IVR ...................................... 343
Beginning a Busy Treatment............................................................. 343
Voice Treatment Parameters ............................................................ 343
Switch API Settings .......................................................................... 343
Voice Treatment Error Messages ..................................................... 344
The Voice Treatment Objects ........................................................... 344
Access Control Example................................................................... 357
Access Control and Sharing Strategies ............................................ 358
Interaction Routing Designer Functions .......................................... 359
Type Conversion............................................................................... 360
Conversion Rules ............................................................................. 362
STRING (Target)............................................................................... 364
STRING (Statistical Object) .............................................................. 364
DN Target Format ............................................................................. 365
Quote Usage, Variables, and Function Parameters.......................... 365
Specifying Variables in Dialog Boxes................................................ 365
Virtual Queues and DNIS Information............................................... 365
Summary of All Functions...................................................................... 366
BearerCapability ............................................................................... 386
BusinessData.................................................................................... 386
BusinessDataINT .............................................................................. 387
DeleteAttachedData.......................................................................... 388
Reference Manual 7
Table of Contents
8
ExtensionAttach................................................................................ 389
ExtensionData................................................................................... 389
ExtensionUpdate .............................................................................. 390
FirstHomeLocation............................................................................ 390
GetCurrentSwitch ............................................................................. 390
GetCurrentTServer ........................................................................... 390
GetCustomerSegment ...................................................................... 391
GetMediaType .................................................................................. 391
GetRoutingPoint ............................................................................... 392
GetServiceObjective ......................................................................... 392
GetServiceType ................................................................................ 392
InteractionDataINT............................................................................ 393
RequestType..................................................................................... 395
SetHomeLocation ............................................................................. 396
UpdateBusinessData ........................................................................ 400
UpdateInteractionData...................................................................... 400
Configuration Options Functions ........................................................... 400
ExcludeAgents .................................................................................. 401
GetConfigOption ............................................................................... 402
GetMediaTypeName......................................................................... 402
SetDNISOverride .............................................................................. 404
SetTranslationOverride ..................................................................... 404
UseCustomAgentType...................................................................... 405
UseCustomDNType .......................................................................... 405
UseCustomPlaceType ...................................................................... 406
UseDNType ...................................................................................... 406
UseMediaType.................................................................................. 406
Data Manipulation Functions ................................................................. 407
Universal Routing 7.6
Table of Contents
Reference Manual
FindServiceObjective........................................................................ 408
ListGetDataCfg ................................................................................. 410
ListLookupCfg................................................................................... 411
Date and Time Functions....................................................................... 412
IsSpecialDayEx................................................................................. 415
TimeDifference.................................................................................. 416
UTCFromString................................................................................. 418
List Manipulation Functions ................................................................... 421
GetIntegerKey................................................................................... 422
GetMaxSubList ................................................................................. 422
GetMinSubList .................................................................................. 422
SetIntegerKey and SetStringKey ...................................................... 424
Miscellaneous Functions ....................................................................... 425
ActiveServerName............................................................................ 425
CheckAgentState .............................................................................. 427
CountSkillInGroup............................................................................. 429
CreateSkillGroup .............................................................................. 431
ExpandGroup.................................................................................... 432
9
Table of Contents
10
ExpandWFActivity ............................................................................. 434
GetLastErrorInfo ............................................................................... 435
GetSkillInGroup ................................................................................ 436
JumpToStrategy ................................................................................ 439
OnCallAbandoned ............................................................................ 440
OnRouteError ................................................................................... 440
ResetBusyTreatments ...................................................................... 442
SelectTargetsByThreshold ................................................................ 442
SendRequest .................................................................................... 446
SetInteractionAge ............................................................................. 457
SuspendForEvent ............................................................................. 460
TargetComponentSelected ............................................................... 461
TargetObjectSelected ....................................................................... 461
TargetSelected.................................................................................. 462
UseAgentState.................................................................................. 464
UseAgentStatistics............................................................................ 465
ClearThresholds ............................................................................... 471
DistributedPercentage ...................................................................... 471
DistributedWaitingTime ..................................................................... 472
GetAvgStatData ................................................................................ 473
GetMaxStatData................................................................................ 474
GetMinStatData................................................................................. 474
InVQWaitTime................................................................................... 474
Universal Routing 7.6
Table of Contents
Reference Manual
NotDistributedPercentage................................................................. 475
NotDistributedWaitingTime ............................................................... 476
PositionInQueue ............................................................................... 477
ResetStatAdjustment ........................................................................ 478
SetStatAdjustment ............................................................................ 481
SetStatUpdate................................................................................... 482
SetThresholdEx ................................................................................ 484
String Manipulation Functions ............................................................... 488
Target Manipulation Functions............................................................... 494
CCTExtractTargets............................................................................ 496
GetRemoteAccessCode ................................................................... 500
IncrementPriority............................................................................... 502
KeepQueue....................................................................................... 502
NMTExtractTargets ........................................................................... 503
SetTargetThreshold .......................................................................... 517
SuspendForDN ................................................................................. 519
SuspendForTreatmentEnd................................................................ 520
TargetSelectionTuning ...................................................................... 520
11
Table of Contents
Chapter 4
InvokeNirvanaMethod....................................................................... 522
SetTreatmentMode ........................................................................... 522
Configuration Options ....................................................................... 523
URS Options..................................................................................... 525
Summary of Options.............................................................................. 526
Location in Configuration Layer By Precedence............................... 532
automatic_attach............................................................................... 534
12 Universal Routing 7.6
Table of Contents
Reference Manual
reconnect_time ................................................................................. 554
request_timeout ................................................................................ 565
reservation_pulling_time................................................................... 566
route_consult_call............................................................................. 567
ThresholdDestination........................................................................ 571
ThresholdGroup................................................................................ 571
treatment_delay_time ....................................................................... 574
13
Table of Contents
Chapter 5
use_agent_capacity .......................................................................... 576
use_extrouting_type ......................................................................... 580
use_service_objective ...................................................................... 582
verification_time_agent..................................................................... 587
URS Options for Use with Web Services .............................................. 588
General Options................................................................................ 588
SOAP Options .................................................................................. 589
Routing-Related Interaction Server Options.......................................... 595
Routing-Related Message Server Options ............................................ 597
ADDP Options for Universal Routing Server ......................................... 597
Number Translation............................................................................ 601
Configuring the use_translation Option ................................................. 601
Configuring Translation Tables .............................................................. 602
Selecting a Target Type .................................................................... 603
Selecting a Route Type..................................................................... 603
Parameters for Switch Access Codes .............................................. 603
Configuring the Reason Source and Extension Source ................... 605
14 Universal Routing 7.6
Table of Contents
Chapter 6
Chapter 7
Chapter 8
Appendix A
Appendix B
Automatically Attached Pegs ............................................................ 607
Use of Predefined Statistics in IRD ................................................... 613
List of Predefined Statistics............................................................... 614
Load Balance Family of Statistics ..................................................... 620
Router Self-Awareness ..................................................................... 620
Stat Server and Statistics .................................................................. 622
Other Routing Issues ........................................................................ 623
Resolving Routing Issues ................................................................. 625
Creating a New Statistic.................................................................... 626
Statistics Properties Dialog Box ........................................................ 627
Pseudo Statistics .............................................................................. 630
Solution Reporting ............................................................................. 633
Reporting in a Typical Contact Center................................................... 633
Interaction Concentrator ................................................................... 637
Reporting Documentation...................................................................... 640
Management Layer Log Output Levels ................................................. 643
Logging During Normal Operation .................................................... 644
Logging During Irregular Operation .................................................. 644
Universal Routing Log Messages.......................................................... 645
Changing Log Message Values ........................................................ 645
URS Log Message List ..................................................................... 646
Web Service Object ............................................................................ 659
URS Options Affecting Web Service ..................................................... 660
Reference Manual 15
Table of Contents
Index
Sample Strategy ............................................................................... 661
HTTP Authentication Area ................................................................ 664
Soap Security Area........................................................................... 667
Function Object #1............................................................................ 671
Function Object #2............................................................................ 672
How the Web Service Object Works...................................................... 674
Limitation of the Web Service Object................................................ 674
Another Web Service Example.............................................................. 675
Web Services Resources ...................................................................... 680
16 Universal Routing 7.6
Reference Manual
Preface
Welcome to the Universal Routing 7.6 Reference Manual. This manual contains technical information on both Enterprise Routing and Network
Routing (ISCC in T-Server documentation), which together comprise
Universal Routing. In brief, you will find information about the following: routing strategies, objects, functions, options, and statistics. This manual is valid only for the Universal Routing 7.6 release.
This document is valid only for the 7.6
release(s) of this product.
Note:
For versions of this document created for other releases of this product, please visit the Genesys Technical Support website, or request the
Documentation Library
DVD, which you can order by e-mail from
Genesys Order Management at [email protected]
.
z z z z z z
This preface provides an overview of this document, identifies the primary audience, introduces document conventions, and lists related reference information:
Customer Interaction Management, page 18
Intended Audience, page 19
Chapter Summaries, page 19
Document Conventions, page 20
Related Resources, page 22
Making Comments on This Document, page 24
17
Preface Customer Interaction Management
Customer Interaction Management
Universal Routing enables you to design sophisticated strategies for handling both voice and non-voice interactions and for directing them to an appropriate target. Universal Routing also provides data required to report on interaction handling in your enterprise.
Universal Routing, which comprises Enterprise Routing and Network Routing, is one part of the Genesys Customer Interaction Management (CIM) Platform.
The CIM Platform consists of the following:
•
Genesys Universal Routing
•
Genesys Reporting and Analytics
•
Genesys Multimedia
•
Genesys Management Framework
Each has its own documentation set.
Multimedia
Genesys Multimedia is the core of a series of components that work together to handle interactions from disparate media-based devices. It allows you to centralize your handling of the various channels that customers use to reach your contact center. The core functionality provided by Multimedia must operate with at least one of the following media channels:
•
Genesys E-mail. This channel has an optional enhancement: Genesys
Content Analyzer, which uses natural language technology to provide automated classification of incoming e-mail.
•
Genesys Web Media (chat).
•
Genesys Open Media, which allows you to add customized support for other media. For more information see the documents for the Genesys
Developer Program 7.6, particularly those dealing with the Media
Interaction SDK.
Note:
Universal Routing 7.6 can work in a pure voice environment or with the Multimedia software components, which allow for the additional routing of non-voice interactions based on IRD-designed business processes.
18 Universal Routing 7.6
Preface Intended Audience
Intended Audience
This manual is primarily intended for users involved in developing and setting up a routing solution, including administrators and strategy designers. This guide assumes that you have a basic understanding of:
•
Computer-telephony integration concepts, processes, terminology, and applications.
•
Network design and operation.
•
Familiarity with your own network configurations.
You should also be familiar with Framework architecture and functions.
Chapter Summaries
In addition to this preface, this document contains the following chapters and an appendix:
•
Chapter 1, “Routing Strategies,” on
page 25
developing and creating strategies.
•
Chapter 2, “Interaction Routing Designer Objects,” on
page 61
, describes the objects that you can use when designing strategies.
•
Chapter 3, “Interaction Routing Designer Functions,” on
page 359
, describes the functions that you can use when designing strategies.
•
Chapter 4, “Configuration Options,” on
page 523
, describes the options that you can configure for Universal Routing Server, Interaction Routing
Designer, and Custom Server. It also includes information on Interaction
Server options that affect routing.
•
Chapter 5, “Number Translation,” on
page 601
number translation between Universal Routing Server and switches if translation is necessary.
•
Chapter 6, “Automatically Attached Pegs,” on
page 607
of automatic pegs as counters for tracking the history of an interaction.
•
Chapter 7, “Routing Statistics,” on
page 611
, describes the predefined statistics available for routing and the various types of statistics that you can create for use in routing strategies.
•
Chapter 8, “Solution Reporting,” on
page 633
verview of
Genesys reporting as it relates to Universal Routing.
•
page 643,
provides an overview of routing log events and lists the specific log message text used for the verbose option (described on
page 585
).
•
Appendix B, “Web Service Object,” on
page 659
building object for communicating with Web Services outside of Genesys.
Reference Manual 19
Preface Document Conventions
Document Conventions
This document uses certain stylistic and typographical conventions— introduced here—that serve as shorthands for particular kinds of information.
Document Version Number
A version number appears at the bottom of the inside front cover of this document. Version numbers change as new information is added to this document. Here is a sample version number:
72fr_ref_09-2005_v7.6.000.00
You will need this number when you are talking with Genesys Technical
Support about this product.
Type Styles
Examples:
Italic
In this document, italic is used for emphasis, for documents’ titles, for definitions of (or first references to) unfamiliar terms, and for mathematical variables.
•
Please consult the Genesys 7 Migration Guide for more information.
•
A customary and usual practice is one that is widely accepted and used within a particular industry or profession.
•
Do not use this value for this option.
•
The formula, x +1 = 7 where x stands for . . .
Examples:
Monospace Font
A monospace font, which looks like teletype or typewriter text
, is used for all programming identifiers and GUI elements.
This convention includes the names of directories, files, folders, configuration objects, paths, scripts, dialog boxes, options, fields, text and list boxes, operational modes, all buttons (including radio buttons), check boxes, commands, tabs, CTI events, and error messages; the values of options; logical arguments and command syntax; and code samples.
•
Select the
Show variables on screen
check box.
•
Click the
Summation
button.
•
In the
Properties
dialog box, enter the value for the host server in your environment.
•
In the
Operand
text box, enter your formula.
•
Click
OK
to exit the
Properties
dialog box.
20 Universal Routing 7.6
Preface Document Conventions
Example:
•
The following table presents the complete set of error messages
T-Server distributes in
EventError
events.
•
If you select true
for the inbound-bsns-calls
option,
all established inbound calls on a local agent are considered business calls
.
Monospace is also used for any text that users must manually enter during a configuration or installation procedure, or on a command line:
•
Enter exit
on the command line.
Screen Captures Used in This Document
Screen captures from the product GUI (graphical user interface), as used in this document, may sometimes contain a minor spelling, capitalization, or grammatical error. The text accompanying and explaining the screen captures corrects such errors except when such a correction would prevent you from installing, configuring, or successfully using the product. For example, if the name of an option contains a usage error, the name would be presented exactly as it appears in the product GUI; the error would not be corrected in any accompanying text.
Square Brackets
Square brackets indicate that a particular parameter or value is optional within a logical argument, a command, or some programming syntax. That is, the parameter’s or value’s presence is not required to resolve the argument, command, or block of code. The user decides whether to include this optional information. Here is a sample: smcp_server -host [/flags]
Angle Brackets
Angle brackets indicate a placeholder for a value that the user must specify.
This might be a DN or port number specific to your enterprise. Here is a sample: smcp_server -host
<confighost>
Reference Manual 21
Preface Related Resources
Related Resources
Consult these additional resources as necessary:
•
Universal Routing 7.6 Deployment Guide. The first part of the guide provides information you will need to get started: A high-level overview of
Universal Routing features and functions, including product architecture, system availability, redundancy information and deployment-planning.
The second part of the guide provides instructions for deploying Universal
Routing components, and describes how to start and stop these components once you have configured and installed them.
•
Universal Routing 7.6 Strategy Samples. The goal of this document is to simplify strategy configuration for first-time users of the strategy development tool, Interaction Routing Designer. To achieve this goal, this document supplies examples of simple voice and e-mail routing strategies that can be used as general guides.
•
Universal Routing 7.6 Interaction Routing Designer Help, which describes how to use Interaction Routing Designer to create strategies and interaction workflows.
•
Universal Routing 7.6 Business Process User’s Guide, which contains step-by-step instructions creating interaction workflows that direct incoming interactions through various processing objects in order to deliver an appropriate response to the customer.
•
Universal Routing 7.6 Routing Application Configuration Guide
(previously Universal Routing 7.6 Routing Solutions Guide), which contains information on various types of routing solutions. You will find information about: skills-based routing, business priority routing, costbased routing and share agent by service level agreement routing. It also summarizes proactive routing and Universal Routing support for a Genesys
Instant Messaging (SIP/Chat) Solution.
•
Universal Routing 7.6 Cost-Based Routing Configuration Guide, which documents a solution where Universal Routing Server considers the cost of routing to a target, comprised of Infrastructure cost and/or Resource cost, as addition selection criteria when choosing the right target.
•
Genesys 7.6 Proactive Routing Solution Guide, which documents a solution that enables you to proactively route outbound_preview interactions to Genesys Agent Desktop, as well as to completely process
Calling List and Do Not Call List records solely from the logic of a routing strategy without agent intervention.
Universal Routing 7.6 supports Genesys Outbound Contact with its multi-
Campaign agent assignment and proactive routing. When using the IRD
Outbound strategy-building objects, you may wish to consult the following:
22 Universal Routing 7.6
Preface
Reference Manual
Related Resources
•
Outbound Contact 7.6 Deployment Guide, which provides instructions for installing and configuring Outbound Contact 7.6 components using the
Configuration Wizards and Configuration Manager.
•
Outbound Contact 7.6 Reference Manual, which describes application features for Outbound Contact 7.6 and provides information about configuration options, constants, and communication protocols.
Other Genesys documents you may wish to consult are listed below.
•
Multimedia 7.6 Deployment Guide, which describes deployment procedures for all Multi-Channel Routing components. It includes a highlevel overview of features and functions of Genesys E-mail together with architecture information and deployment-planning materials. It also introduces you to some of the basic concepts and terminology used in this product.
•
Multimedia 7.6 User’s Guide, which provides overall information and recommendations on the use and operation of Multi-Channel Routing components.
•
Multimedia 7.6 Reference Manual, which provides a reference listing of all configuration options and of Field Codes used in Standard Responses.
•
Genesys 7 Events and Models Reference Manual, which provides information on most of the published Genesys events and their attributes, and an extensive collection of models describing core interaction processing in Genesys environments. You may also wish to consult Voice
Platform SDK 7.6 .NET API Reference or Voice Platform SDK 7.6 Java
API Reference.
•
Genesys 7.6 Resource Capacity Planning Guide, which provides instructions on using the Genesys Agent Capacity Wizard to set up agent capacity rules, which affect the routing of interactions to agents.
•
Framework 7.6 Stat Server User’s Guide, which introduces you to the concepts, terminology, and procedures relevant to Genesys Stat Server.
•
Framework 7.6 Combined Log Events Help, which provides details about error and informational messages generated by server components, including Universal Routing Server.
•
Reporting Technical Reference Guide for the Genesys 7.2 Release (the last published version of the guide), which describes statistics that CC
Analyzer and CCPulse+ gather about overall contact center performance. It also describes the reporting templates and reporting layouts you can use to present that data.
•
Genesys 7 Interoperability Guide, which identifies which Genesys components can successfully work together, and which versions are not compatible.
•
Genesys 7 Hardware Sizing Guide, which provides hardware and CPU guidelines for Genesys products.
23
Preface Making Comments on This Document
•
The Genesys Technical Publications Glossary, which ships on the Genesys
Documentation Library
DVD and which provides a comprehensive list of the
Genesys and CTI terminology and acronyms used in this document.
•
The Genesys 7 Migration Guide, also on the Genesys Documentation
Library
DVD, which provides a documented migration strategy from
Genesys product releases 5.1 and later to all Genesys 7.x releases. Contact
Genesys Technical Support for additional information.
•
Genesys 7.6 Security Deployment Guide, which describes Genesys security features and detailed instructions for deploying them. These features provide for secure data transfer between Genesys components, protection against unauthorized access, and protection against data loss in case of component failure.
•
The Release Notes and Product Advisories for this product, which are available on the Genesys Technical Support website at http://genesyslab.com/support .
Information on supported hardware and third-party software is available on the
Genesys Technical Support website in the following documents:
•
Genesys 7 Supported Operating Systems and Databases
•
Genesys 7 Supported Media Interfaces
Genesys product documentation is available on the:
•
Genesys Technical Support website at http://genesyslab.com/support
.
•
Genesys Documentation Library
DVD, which you can order by e-mail from
Genesys Order Management at [email protected]
.
Making Comments on This Document
If you especially like or dislike anything about this document, please feel free to e-mail your comments to
.
You can comment on what you regard as specific errors or omissions, and on the accuracy, organization, subject matter, or completeness of this document.
Please limit your comments to the information in this document only and to the way in which the information is presented. Speak to Genesys Technical
Support if you have suggestions about the product itself.
When you send us comments, you grant Genesys a nonexclusive right to use or distribute your comments in any way it believes appropriate, without incurring any obligation to you.
24 Universal Routing 7.6
Chapter
1
Routing Strategies
This chapter provides a high-level description of routing strategies in preparation for the remaining chapters. It contains the following sections:
Routing Strategies Defined, page 25
Planning Strategies, page 28
z z z z z z z z z z z z
Limitations, page 28
Creating Strategies, page 30
Testing Strategies, page 32
Loading a Strategy, page 36
Monitoring Strategies, page 36
Sharing Strategies, page 40
Exporting/Importing Objects Between Strategies, page 42
Exporting Strategies, page 44
Importing (Unpackaging) a Strategy, page 48
Migrating Strategies and Other Objects, page 52
Modifying Strategies, page 57
Saving Strategies, page 58
z z
Routing Strategies Defined
Routing strategies (strategies) are sets of simple or complex instructions that tell Universal Routing Server (URS) how to handle an interaction. The strategies can take many conditions into account, for example,
•
The time and date of the interaction
•
Identifying information associated with the interaction
•
Agent availability
•
Agent skill sets
•
Words or word patterns in text-based interactions
Reference Manual 25
Chapter 1: Routing Strategies Routing Strategies Defined
In addition, the strategies can instruct URS to apply various kinds of treatments to voice interactions.
Strategy Objects
You build and test strategies in the Interaction Routing Designer (IRD)
Routing Design window. Various types of interaction handling are represented by objects that you connect together to create a strategy. Icons on the toolbar at the top of the
Routing Design
window (see
Figure 1
categories of objects:
•
page 74
•
page 77
•
Miscellaneous (see
page 76
•
Outbound (see
page 77
)
•
page 76
•
Segmentation (see
page 75
•
page 74
26
Figure 1: Routing Design Window Object Toolbar
Clicking the icon for each object category opens a sub-toolbar that contains additional buttons. For example, click the Segmentation icon to view buttons that represent the different types of Segmentation objects (see
Figure 2
).
Figure 2: Segmentation Toolbar
You use these buttons to place objects in the
Routing Design
window
workspace, where you build strategies (and subroutines).
Figure 3
shows an example strategy that uses Entry, Segmentation, and Routing objects.
Universal Routing 7.6
Chapter 1: Routing Strategies Routing Strategies Defined
Figure 3: Example Strategy in the Routing Design Window
For more information about IRD objects, see Chapter 2, “Interaction Routing
page 61
and Interaction Routing Designer 7.6 Help. For
sample strategies, see the Universal Routing 7.6 (or later) Strategy Samples document.
Reference Manual 27
Chapter 1: Routing Strategies Planning Strategies
Planning Strategies
Before you can start developing strategies, you must do some business planning to help determine your routing objectives. Your routing objectives become the basis for designing strategies that meet your business needs.
In order to be translated into a routing strategy, routing objectives should be as specific as possible, and they also should be measurable in some way.
•
For information about the types of routing that are supported, see the
Universal Routing 7.6 Deployment Guide.
•
For assistance in planning routing strategies—including considerations about how your contact center operates, the types of interactions you expect, and the sorts of reports you need—see the chapter on deployment planning in the Universal Routing 7.6 Deployment Guide. Also see the section on Universal Routing capabilities in the Chapter 1 of that guide.
Limitations
When developing a strategy or a business process, familiarize yourself with the following limitations pertaining to Configuration Manager and IRD:
Warning!
If you do not observe these limitations, your interactions might be routed to an incorrect destination, URS might unexpectedly shut down, or a requested operation might not be performed.
Configuration Manager Limitations
•
While the Configuration Layer supports the full character set for use in object names, using certain characters can cause problems in the behavior of other Genesys applications.
The objects affected by this limitation that are used in Universal Routing include
Tenant
,
Field
,
Format
,
Script
(strategies and subroutines),
Table
Access
,
Tenant
, and
Transaction
(routing rules, interaction data, attributes, business rules, and custom statistics).
•
The maximum length of any Configuration Server object name is 256 bytes (a limitation that is automatically enforced by Configuration Server).
•
When configuring
Employee IDs
,
Login IDs
,
Place names,
DN numbers, and
Switch names that will be used to define routing targets, the maximum length is 63 bytes.
•
When a URS name is added to the name of a T-Server that is connecting through a Load Distribution Server, the sum of the bytes cannot exceed
126 bytes.
28 Universal Routing 7.6
Chapter 1: Routing Strategies Limitations
•
When defining agent states on the
Annex or
Options tab of a URS
Application object (for example when preparing to use the
UseAgentState function), the maximum number of user-defined agent states is 32.
•
The names of skills, if they are used in a skill expression, cannot exceed
126 bytes.
•
The priority of an interaction cannot exceed 1,000,000,000.
IRD Limitations
When creating or modifying strategies in IRD:
•
Figure 4
, should not be used in object names.
The names of all IRD reusable objects and data (strategies, routing rules, schedules, and so on) as well as
Interaction Design
window configuration objects (business processes, queues, and so on) are limited to alphanumeric characters and cannot begin with a space, an underscore, or a hyphen.
Please note that although some IRD objects allow you to enter names containing special characters, Genesys strongly recommends not using them.
Reference Manual
Figure 4: Invalid Symbols and Characters
•
The underscore is the only character that you can safely use in the middle of the name of a strategy or other reusable object, service, method, or method parameter name of any strategy object that results in executing an external or internal service or procedure.
Warning!
Using commas and square brackets as data separators can make
IRD incorrectly interpret the entered values if those symbols are used in Treatment, Data and Services, Multimedia, and
Outbound objects.
•
When specifying busy treatment parameters, do not include pipes “|” and colons “:” in values.
•
page 84
) that are used by the Selection (see
page 287
page 292
page 284
) Routing objects cannot exceed 100 elements (skill names, numbers, comparisons, and logical operands). That is, a skill expression should have no more than 25 constructions, such as
English > 1
. It is especially important to observe this limitation in the case of Service Level
29
Chapter 1: Routing Strategies Creating Strategies routing rules, which use skills internally—that is, every skill criterion used in a Service Level routing rule generates 1–3 constructions in the form
<Skill> > <Number>
.
•
The maximum size of an overall skill expression (as text) is 10239 bytes.
•
The maximum length of a string using the format [email protected] [email protected]
for any routing target is 253 bytes.
•
The maximum length of a request to Custom Server or DB Server through
XData (used for 5.x strategies) is 10239 bytes.
•
When creating a key-value list that uses a string format (such as aaa:5|gggg:123|...
), the maximum key length is 1000 bytes and the maximum length of one key-value pair is 4096 bytes.
•
When using the Database Wizard object to query a database, the maximum size of a SQL statement created by the DB Wizard is 1010 bytes.
•
When using the IRD statistical adjustment functions, the name of an object plus the name of the statistic cannot exceed 250 bytes.
•
The name of any single target (including a skill group) cannot exceed 256 bytes.
•
Integer variables can have a maximum value of approximately four billion, with a range of -2 billion to +2 billion. If a value number exceeds the maximum capacity of an integer variable, the number wraps back around.
If the number gets larger than largest allowed number, the integer variable wraps to a negative number. If the value number gets smaller than the smallest allowed number (around negative two billion), the integer variable wraps back into being positive. In any case, the returned number will be an error.
•
'The name of a strategy created in IRD can incorporate only 194 characters. If you create the
Simple Routing script object (or rename an existing one) in Configuration Manager with the 254-byte name length , such an object will be displayed in the IRD
Strategies list, but its
*.rbn file is not accessible for any kind of operation.
Creating Strategies
Note:
Starting with 7.6, IRD installation gives the option of configuring a custom security banner message that displays when users log into IRD.
For more information, see the chapter on configuring with the wizard in the Universal Routing 7.6 Deployment Guide.
After you obtain all of the routing details and requirements for your contact center, you can translate these details into strategies. You create a strategy by
30 Universal Routing 7.6
Chapter 1: Routing Strategies Creating Strategies placing in the Interaction Routing Designer (IRD)
Routing Design
window objects that represent different types of interaction handling.
IRD enables you to design strategies to handle all customer circumstances. For example, if you need a database lookup in the strategy in order to obtain different types of information, you can use the Database Wizard object (see
page 101
) in the strategy to obtain the information.
To provide greater flexibility in strategy design and use, you can use variables
(see
page 88
) when specifying parameters for certain objects, functions,
treatments, and expressions. This enables you to create variable-driven
strategies. For example, using the Assign object (see
page 113
) with a variable enables you to collect data, and then route based on that data.
After you create, save, and compile your strategy, the strategy is saved in two parts, as a
Script object and as an
*.rbn
file. The
Script object is stored in the
Configuration Database within the Configuration Layer. The
*.rbn
file is stored in the location that you specify in the
Save
(or
Save As
) dialog box (see
page 58
). When strategy is saved, URS automatically
stores the strategy into its memory, so it can access it any time.
Note:
When you save a new strategy, the dialog box gives the option of saving to a predefined subfolder of the
Scripts folder or to a predefined subfolder of any other folder of
Script type created in
Configuration Manager.
Before loading the strategy onto a routing point for use in production, be sure
to test it for problems (see “Testing Strategies” on
page 32
.)
URS Internal Queues and Performance
URS internal queues are designed to enhance performance and reduce memory requirements. Instead of supporting a queue of interactions for every target
(potentially for every Agent or Place), information about targets is shared among interactions. This feature achieves a skills-based routing performance that is on par with group-based routing.
Warning!
URS performance degradation can occur if strategies are created in such a way that every interaction has its own set of targets. For example, this can happen if you use a variable in the Selection object in such a way that the content of a variable target is retrieved from the database on the basis of Interaction Data.
Note:
For information about configuring routing strategies for voice callback, see the “Designing IVR Scripts and Routing Strategies” chapter in the
Voice Callback 7.1 Deployment Guide.
Reference Manual 31
Chapter 1: Routing Strategies Testing Strategies
Testing Strategies
After you finish creating your strategy, be sure to thoroughly test it before you use it in production. Examine both the completeness of the design and the elements within the strategy.
Reviewing the Strategy Design
After completing the strategy, review it to determine whether all customer situations are covered. For example:
•
If a customer is asked to enter information that is used for routing, have you included a way to handle the situation if the customer enters the wrong information, enters the information incorrectly, or does not have the required information to enter?
•
Is the strategy set up to handle all types of services and schedules?
•
Can the strategy handle a situation in which a component, such as DB
Server, shuts down?
If you are not sure whether all circumstances are covered, create test cases to evaluate the strategy, or ask your administrator to review it. If you have not addressed all possible circumstances in the strategy, some interactions will be routed incorrectly or they will be default routed. Be sure to run the strategy in a lab environment before you use it in production.
Compiling and Checking Integrity
As you design a strategy, you might add, delete, or change objects, targets, rules, statistics, or any other item referenced in the strategy. If more than one person works on a strategy, this possibility becomes even more likely.
IRD provides the Check Integrity tool and its Compile feature to help you validate a strategy. This tool highlights any objects that refer to items that cannot be located.
Check Integrity Mode
When IRD is in Check Integrity mode, if a strategy contains an invalid reference, the
Strategies list in the IRD main window displays a red X over the strategy’s icon.
Then, if you select a strategy that contains an invalid reference, the
Details tab displays the name of the invalid reference and provides information to help
Figure 5
32 Universal Routing 7.6
Chapter 1: Routing Strategies Testing Strategies
Figure 5: Strategies List Details Tab
Note:
Although the Check Integrity mechanism detects when an unknown object type is used in strategy, a strategy with such an error is not marked with a red X and no information is displayed in
Details tab.
Instead, IRD displays the appropriate error message each time a corrupted strategy is opened or when Check Integrity is performed.
To switch between Normal mode and Check Integrity mode:
◆
From the
View menu, select the mode you want.
To check the integrity of a strategy that is open in the
Routing Design
window:
1. Switch to
Check Integrity
mode.
2.
Open the strategy that you want to check.
3.
Click the Check Integrity button ( ).
Reference Manual 33
Chapter 1: Routing Strategies Testing Strategies
The Check Integrity tool highlights any objects in the strategy that contain invalid references. For more information about using the Check Integrity tool, see Universal Routing 7.6 Interaction Routing Designer Help.
Note:
Disable Check Integrity mode when you are updating permissions for a large number of objects. If Check Integrity mode is enabled, it could take a long time to update permissions.
Warning!
Check Integrity may indicate that it cannot find an object in the database, such as an agent group, that is used in the strategy. You can still save, compile and load such a strategy. However, you should review the list of errors to make sure that the objects referenced by the strategy actually exist.
The Debugging Tool
In your test environment, you can debug a strategy or subroutine by performing the following steps:
1. Load the strategy on a routing point.
2.
From the Loading list, right-click the routing point.
3.
Select the
Debug
option from the shortcut menu (see
Figure 6
Figure 6: Selecting Debug in the Loading List
Note:
For detailed information about using the strategy debugger, see the
Universal Routing 7.6 Interaction Routing Designer Help.
After the debug session is started, a dialog box prompts you to enter debugging parameters.
34 Universal Routing 7.6
Chapter 1: Routing Strategies Testing Strategies
Note:
The debug functionality is available only for strategies. You cannot use the debug functions for business processes that appear in the
Interaction Design
window.
After you set debug parameters and click
OK
, the strategy opens with the Entry
object highlighted. Use the debug buttons (see
Figure 7
) to step through the strategy object by object.
Figure 7: Debug Buttons
As you do so, IRD passes the request to URS, which executes all functions in the current object. While executing an object, URS might request that you enter certain information that it cannot obtain for itself. For example, the debugger does not evaluate agent readiness. If the strategy is designed to send an interaction to the agent with the longest time in the Ready state, you must
tell the debugger which agent that is (see
Figure 8
Reference Manual
Figure 8: Debugger—Input/Output Tab
You can also click the
Errors tab and simulate an error to check error handling.
When it has finished executing an object, URS notifies IRD, and suspends action until you issue the next step command. Debugger closes after you reach the end of a strategy, or when you click the Stop debug button.
Note:
At any time during a debug session, you can view and edit the content of the variables that are used in the strategy.
35
Chapter 1: Routing Strategies Loading a Strategy
Loading a Strategy
You can load a strategy on one or more routing points from the
Loading list
(see
Figure 9
Group Loading to load the strategy onto all routing points from some routing point group in one operation. You can also
load a strategy by loading a schedule to a particular URS (see “Schedules” on
page 70
. In addition, as described in the Universal Routing 7.6 Interaction
Routing Designer Help, when two or more URS instances run in load sharing mode through Load Distribution Server, IRD synchronizes strategy loading so you do not have to load/unload the same strategy on every URS for each
Routing Point in IRD’s
Monitoring
view.
Note:
Non-voice routing strategies that are used in business processes (see
page 144
) are loaded on virtual routing points using a special wizard.
For more information about this wizard, see the Universal Routing 7.6
(or later) Business Process User’s Guide. The information in this section pertains to loading voice routing strategies only.
After you test and debug your voice routing strategy, and are ready to use it, load it onto a routing point as follows:
1. Click the
Monitoring
shortcut bar in the IRD main window (see Figure 6 on
page 34
).
2.
Click
Loading
.
3.
Expand the applicable URS and the switches listed under it to view their routing points.
4.
Right-click the desired routing point and select
Load Strategy
from the
Figure 9
shows strategies loaded in
Monitoring view.
Note:
In order to edit the strategy, you must first unload it.
Monitoring Strategies
You can use the Loading list to monitor interaction handling on routing points or URSs. In addition, you can use the
Trace View window to view detailed information about the number of interactions that go to each object for all interactions that are routed by a strategy (even if the strategy is loaded on multiple routing points) or for all interactions on a single routing point.
36 Universal Routing 7.6
Chapter 1: Routing Strategies Monitoring Strategies
IRD Monitoring View
In IRD
Monitoring view, click the
Loading
button to open the
Loading list, from which you can monitor a URS and its routing points as well as load a strategy on a routing point (see
Figure 9
Figure 9: Loading a Strategy in Monitoring View
Figure 9
, the columns in the
Loading list show the number of interactions at each of the following stages:
•
Entered
•
Routed
Reference Manual 37
Chapter 1: Routing Strategies
•
Abandoned
•
In Process
Trace View
Monitoring Strategies
The
Trace View window shows interaction counts and percentages for each object in an active strategy or subroutine.
URS collects monitoring data, and then provides it to IRD for display through a shared Message Server. To enable the collection of monitoring data, the strategy, subroutine, or routing point must be marked as “traceable.”
To mark the strategy, subroutine, or routing point and open the
Trace View window:
1. Right-click a routing point in the Loading list, a strategy in the
Strategies list, or a subroutine in the Subroutines list and select
Trace On
from the shortcut menu.
2.
Right-click again and select
Trace View
.
The
Trace View window appears (shown in
Figure 10
), showing the number of interactions that have reached each object since you selected
Trace On
.
Figure 10: Trace View Window
To clear these counts and make URS stop counting:
1. Right-click the routing point, subroutine, or strategy.
2.
Select
Trace Off
from the shortcut menu.
To restart the interaction counts from zero:
1. Right-click the routing point, subroutine, or strategy, and select
Trace Off from the shortcut menu.
2.
Right-click again, and select
Trace On
from the shortcut menu.
38 Universal Routing 7.6
Chapter 1: Routing Strategies Monitoring Strategies
3.
Right-click again, and select
Trace View
from the shortcut menu.
You can use the
Trace View window to monitor at the routing point level, as
page 37
, or the strategy/subroutine level. The following
sections summarize each level.
Monitoring Routing Points
The interaction counts for a routing point that are shown in the
Trace View window begin from the moment:
•
You select the
Trace On
command for the routing point.
•
A strategy is loaded on the routing point if
Trace On
was selected for this routing point when you loaded the strategy.
Only interactions that are on the monitored routing point are counted. The numbers and percentages shown in the
Trace View window exclude:
•
Interactions that are handled by the same strategy but located on different routing points.
•
Interactions located on this routing point, that are being handled by a strategy other than the loaded one. This can occur if an interaction has been transferred to a different strategy (but has not been moved to a different routing point) by the Switch-to-Strategy object.
Monitoring Strategies or Subroutines
The interaction counts for a strategy or subroutine that are shown in the
Trace
View window begin from the moment the
Trace On
command is executed for the strategy or subroutine.
Interactions that are located on all routing points on which this strategy is loaded are counted, even if they arrive from a different strategy, such as when
using the Switch-to-Strategy object (see
page 306
).
Example: Strategy A is loaded on 5 routing points and Strategy B is loaded on 3 routing points. Strategy B contains a jump to Strategy A.
In this case, the
Trace View window for Strategy A displays interaction counts for all 8 routing points. The
Trace View window for Strategy B shows interaction counts only for the 3 routing points on which Strategy B is loaded.
The window caption of the
Trace View window displays the name of the strategy that you are monitoring. It does not show the names of the routing points on which the strategy is loaded or of any strategies that use a Switch-to-
Strategy object to send interactions into the monitored strategy.
Reference Manual 39
Chapter 1: Routing Strategies Sharing Strategies
Sharing Strategies
Because strategies must be created carefully and it can take a long time to design them, especially when the needs of the contact center are complex, you might want to share strategies with other people—either in the same routing environment as you, or in a different environment or network.
Sharing strategies enables you to:
•
Take someone’s previously created strategy and adapt it to your needs without having to recreate every object.
•
Test a strategy in a different environment while the strategy is still in development.
A strategy can be made up of various types of objects—for example, subroutines, routing rules, business rules, attributes, interaction data, and statistics. Therefore, if you want to share a strategy, you cannot provide just the strategy’s
*.rbn
file to the other user because the
*.rbn
file does not contain these objects. You must also provide all of the objects that the strategy requires.
The process for sharing a strategy varies depending on whether you are sharing the strategy with someone within the same environment or in another environment.
Warning!
A strategy or subroutine (
*.rbn
file) should not be shared by multiple Configuration Servers. This occurs if you import a strategy or subroutine from the storage location used by one
Configuration Server into that used by another Configuration
Server without changing the location setting of the
*.rbn
file in
IRD. When two or more Configuration Servers are involved, avoid using the same strategy storage location for strategy storage.
For example, if you have a lab environment and a production environment, always keep the two strategy development environments separate. If you make changes to the strategy in one environment, and want the other environment to include the same changes, export the strategy from the environment in which you made the changes, and then import the strategy into the other environment. For instructions on importing and exporting
strategies, see “Exporting Strategies” on
page 44
Routing 7.6 Interaction Routing Designer Help.
40 Universal Routing 7.6
Chapter 1: Routing Strategies Sharing Strategies
Sharing Strategies Within the Same Environment
When sharing strategies with people in the same environment, you have to provide the other users only with access to all of the objects that the strategy uses.
You set up access permissions for all objects through Configuration Manager.
For information, see the Framework 7.6 Configuration Manager Help.
If more than one user is going to be working with the same strategy, make sure that all users have access to the storage location for the saved
*.rbn
file. (This
*.rbn
file can be on a shared drive on a personal computer, on a network drive of the LAN, or in the Configuration Server database.) When you specify a path in IRD for the storage location, do not enter the local path for a specific computer; instead, enter the complete path name, including the network information.
For more information, see the “Sharing Within a Network” topic in Universal
Routing 7.6 Interaction Routing Designer Help.
Sharing Strategies With a Different Environment or Tenant
When sharing strategies with people in a different configuration environment or tenant, you must provide the other user with all of the objects that the strategy uses, so that the other user can rebuild the strategy in the new environment.
These objects include:
•
The
*.rbn
file for the strategy, which contains the graphical and logical information about a strategy.
•
The
*.rbn
files for all subroutines within the strategy.
•
The strategy configuration objects (also called
Script
objects), which store strategy information such as the compiled bytecode, size, path, and other strategy properties.
•
The
*.rbn
file called if the Switch-to-Strategy object is used.
•
All
Transaction
objects that are used in all of the strategies and subroutines you want to package. This includes objects such as routing rules, interaction data, business rules, attributes, statistics, schedules, and lists.
•
All
Field
,
Format
, and
Table Access
configuration objects in the
Configuration Database, if a strategy includes a Database Wizard object.
Strategies and their associated objects can all be packaged and unpackaged using an automated process (except for the configuration objects that are used for database access).
Reference Manual 41
Chapter 1: Routing Strategies Exporting/Importing Objects Between Strategies
Sharing Strategies Using the Automated Process
Interaction Routing Designer provides you with commands that automate the process of sharing strategies with a different environment or tenant.
This automated process packages all objects created by IRD. It does not, however, package objects that are created through other applications (usually
Configuration Manager)—for example,
Person
,
Place
,
DN
,
Field
,
Format
,
Table
Access
, and so on. If you want these items in the new environment, you must create them manually, using the appropriate application.
Locking Strategies and Subroutines
IRD 7.6 can lock a strategy or subroutine to warn others that it is in use (for example, when it is in the process of being edited). When a user tries to open a locked strategy or subroutine, overwrite it with another one, or restore a previous version, IRD generates a warning message notifying that the strategy is locked. If necessary, you can override a lock set by another user. The name of the host computer from which the lock was set appears on the IRD main window’s
Details pane, below the
Strategies or
Subroutines list. For more information on this feature, see the Universal Routing 7.6 Interaction Routing
Designer Help.
Note:
Even though a strategy may be locked by another user, you can still modify any reusable objects (such as subroutines, routing rules, interaction data, and so on) used in a locked strategy without IRD issuing a warning.
Exporting/Importing Objects Between
Strategies
You can export the properties of a strategy object to a text file and then import the object into another strategy with the option of editing the text file before inserting the object. The procedure is summarized below. For step-by-step instructions, see the Universal Routing 7.6 Interaction Routing Designer Help.
To export the properties of a strategy object in the
Routing Design window:
1. Right-click the object and select
Export object from the shortcut menu
(see
Figure 11
42 Universal Routing 7.6
Chapter 1: Routing Strategies Exporting/Importing Objects Between Strategies
Figure 11: Exporting Strategy Object Properties
2.
In the resulting
Select file for export dialog box, the
*kvlp file type is already selected. Name the file and click
Save
.
You can edit the file outside of IRD and edit it or you can edit it from within IRD as described below.
3.
Open the
Routing Design window for the strategy that will import the object.
4.
Right-click in the white area of the
Routing Design window and select
Import object from the shortcut menu. The I mport strategy objects dialog box opens.
5.
Click
Load Data in the
Import strategy objects dialog box. The
Select import file dialog box opens.
6.
Select the
*.kvlp file to import and click
Open
. The
Import strategy objects dialog box shows the strategy object’s properties.
Figure 12
shows an example imported text file after clicking the
Show gui checkbox.
Reference Manual 43
Chapter 1: Routing Strategies Exporting Strategies
Figure 12: Importing Strategy Objects
7.
Inside the dialog box, you have the following options:
Modify the object’s properties. Genesys strongly recommends that you limit modifications to the name of configuration objects and/or expression strings that they contain.
Click
Replace to open a dialog box where you can find and replace strings.
Click
Find to open a dialog box where you can search for strings.
8.
When ready, click
Insert to place the object in your strategy. The object appears in the
Routing Design window workspace.
Exporting Strategies
Note:
Also see “Exporting/Importing Objects Between Strategies” on
page 42
You can export strategies in two ways:
44 Universal Routing 7.6
Chapter 1: Routing Strategies Exporting Strategies
1. Using the
Export To File menu command available from the IRD main window
File menu or via a strategy shortcut menu (as described in this section).
2.
Using a dedicated
Solution export
view (see “Migrating Strategies and
page 52
).
Notes:
To export just a single strategy/subroutine, it is more convenient to use the
Export to File menu command.
Use
Solution export view to export a group of strategies or subroutines, or to export only objects (such as routing rules, business rules, interaction data, statistics, or macros) without strategies that use them.
IRD’s
Export To File command enables you to export (package) strategies using one of three formats: archive
, open
, or text
.
Solution export view allows one more format: native
page 54
Export to File Menu Command
To export using the
Export to File menu command:
1. Select a strategy.
2.
Select
Export to File from the
File menu or from the shortcut menu. A dialog box opens (see
Figure 13
).
Reference Manual
Figure 13: Export of Strategy dialog box
3.
Keep the entry in
Current Folder or select a new folder.
4.
Under
Files of type
, select archive, open,
or text
.
45
Chapter 1: Routing Strategies Exporting Strategies
5.
Click
Select
.
IRD creates the export file in the specified folder. The file will have the same name as the strategy being exported. If a file with such name already exists in selected folder, it will be overwritten.
Figure 14
shows example export files for all three formats.
Figure 14: Example Export Files
You can export one strategy at a time. Or, when working in IRD’s
Interaction
Design window, you can export all strategies belonging to a business process in a single operation as described in the topic on exporting and importing business processes in Universal Routing 7.6 Interaction Routing Designer
Help.
Exporting Using Archive (*.zcf) Format
When you export a strategy in archive
(
*.zcf
) format, IRD creates two files:
1. The export file iteself, which is a*
.zcf
file containing all of the strategy information. Only objects created in IRD are packaged; this includes the strategy itself, subroutines, business rules, routing rules, attributes, interaction data, and statistics. The name of the
.zcf
file matches the name of the strategy with the addition of the
.zcf
extension.
Note:
Access permission can affect the ability of another person to unpackage the strategy, if the person does not have the appropriate permission level for a strategy object. Therefore, when providing a strategy to another user, warn the user of the permission levels that have been set for the objects.
The folder structure for strategy objects is not stored. For example, if the strategy’s routing rules were stored in a special folder within the
Transactions
folder in Configuration Manager, this special folder would not be created when the file was unpackaged. Instead, all routing objects would be placed at the top level of the
Transactions
folder.
46 Universal Routing 7.6
Chapter 1: Routing Strategies Exporting Strategies
Warning!
Do not change the name of the *
.zcf
file. Changing the name of this file will prevent the strategy from being imported.
2.
A log of the exporting operation, which is an export.log
file. You can use the log file to gauge the success of the export operation, such as which objects were included in the
*.zcf file and which objects failed to export
(see
Figure 15
).
Reference Manual
Figure 15: Example Export.log File
Note:
IRD does not create an export.log file when you select open
(
*.xml
) or text
(
*.kvl
) format.
IRD places the export.log
file in the IRD working directory (see
page 57
).
Any existing export.log file is overwritten. Objects in a strategy (
*.rbn
file) that do not have counterparts stored in the Configuration Database— objects internal to the strategy—are not included in the export.log
file.
However, they are included in the package because they are part of the
*.rbn
file.
There are several reasons why IRD might not be able to package an object.
For example, the object might have been deleted or renamed in
Configuration Manager or you might not have access permission for the object.
The following is an example of an export.log
file, for a strategy called
MovingStrategy
:
These objects will be included in the export file MovingStrategy.lst
type - Script name - MovingStrategy type - Transaction - LoadBalance1 type - Transaction - LoadBalance2
Exporting operation complete.
47
Chapter 1: Routing Strategies Importing (Unpackaging) a Strategy
Note:
Every time you package a strategy, the export.log
file is overwritten. If you want to save this file for future reference, move the file to a location other than the working directory of your IRD application.
For step-by-step instructions on using an automated process to package a strategy, see Universal Routing 7.6 Interaction Routing Designer Help.
Note:
The bytecode
option determines whether URS includes bytecode configuration data when you create a .
zcf file for export. For more
information, see “bytecode” on
page 591
.
Importing (Unpackaging) a Strategy
You can import strategies in two ways:
1. Using the
Import From File menu command, which is available from the
IRD main window
File menu (as described in this section).
2.
Using a dedicated
Solution import
page 56
).
For input data, you will normally use the result of some previous export operation.
Notes:
To import the results of a strategy export created with the
Export To
File menu command (see
page 45
Import From File menu command from the IRD main window
File menu as described in this section.
To import the results of an export created with the
Solution export view, use
Solution import
page 56
Making Strategies Ready for Immediate Execution
Whether or not the imported strategies contain bytecode (and will therefore be ready for immediate execution) depends on the presence of bytecode in the
*.zcf file. You may want to set the IRD bytecode option (see
page 591
true in order to guarantee that a
*.zcf file will contain the bytecode for exported strategies.
Import Operation
When you import a *
.zcf file, all objects are created and stored in the appropriate location, according to their object type. This process creates a subdirectory called importstr
in the IRD working directory, where the strategy is stored until the unpackaging operation is complete.
48 Universal Routing 7.6
Chapter 1: Routing Strategies Importing (Unpackaging) a Strategy
Note:
When you export a strategy into an
*.xml or *
.kvl file using the
Export to File menu command, only strategy and/or subroutine objects are exported. All other objects are not exported, therefore importing those files cannot create original objects.
Access Permissions
Your ability to import a strategy depends on the access permissions that have been set on the objects being unpackaged, and on your the access level. If the objects in the package have permission levels set to
Administrator,
you do not, you cannot completely unpackage the strategy. This prevents unauthorized users from accidentally overwriting existing objects with ones that have the
same names as those in the package. For more information, see “Strategy
page 50
Log File
An import.log
file is generated for when the import operation for an
*.zcf file is complete (importing
*.xml or
*.kvl files does not generate a log file).
The log file lists those objects that were successfully unpackaged and those that could not be unpackaged. (Objects in a strategy
*.rbn
file) that do not have counterparts stored in the Configuration Database—objects internal to the strategy—are not included in the import.log
file. However, they are included in the package because they are part of the
*.rbn
file.)
There are several reason why objects might not be unpackaged. For example, you might not have the appropriate permission level for an object, or the connection to Configuration Server might be broken.
The following is an example of an import.log
file, for a strategy called
MovingStrategy
that has been imported to an environment that already contained objects with the same names:
Importing operation for script - MovingStrategy
These objects were rewritten:
Script - MovingStrategy
Rule - LoadBalance1
Rule - LoadBalance2
These objects were imported into the database:
Script - MovingStrategy
Rule - LoadBalance1
Rule - LoadBalance2
Importing operation complete.
For instructions on using the automated process to unpackage a strategy, see
Universal Routing 7.6 Interaction Routing Designer Help.
Reference Manual 49
Chapter 1: Routing Strategies Importing (Unpackaging) a Strategy
Notes:
Every time you import a strategy, the import.log
file is overwritten. If you want to save this file for future reference, move it to a location other than the working directory of your IRD application.
When importing a strategy into a new environment, make sure that the strategy is set up with the correct locations for the environment and
Tenant
, including its storage location. This is especially important if you are moving a strategy from a lab environment to a production environment. If the strategy is not set up properly, and if the
*.rbn
file is shared between these environments, any changes that are made in one environment will affect the other.
Strategy Import Rules
If none of the rules described in this section are violated, IRD imports the strategies and provides a successful completion message.
Note:
If you do not set the IRD bytecode
option as described on
page 591
, after importing a strategy (.
zcf
or
*.rbn
file), you must open, save, and recompile it in order for it to function properly. If an imported strategy contains a subroutine, you must also open, save, and recompile the subroutine.
If you are unable to import a strategy, do the following:
1. Review the following list of rules, to determine what the problem might be.
2.
View the import.log
file, to determine which objects were successfully unpackaged and which objects were not.
Note:
Only objects that are used in the strategy and that are stored in the
Configuration Database appear in the import.log
file.
Cancellation Rules
When IRD cancels the process of importing a strategy it displays a cancellation message and makes no changes to the new environment.
•
For strategy and subroutine objects, the cancellation occurs in the following situations:
You does not have permission (access rights) to create these objects.
Some of the objects already exist in the new environment and you do not have permission to change at least one of them.
At least one
*.rbn
file with the same name already exists in the current strategy storage location, and you do not have the strategy or subroutine that references this
*.rbn
file. IRD considers that such
50 Universal Routing 7.6
Chapter 1: Routing Strategies Importing (Unpackaging) a Strategy
*
.rbn file is probably referenced by some strategy from other environment. Importing is canceled to prevent potential damaging of others environments.
At least one of these objects already exists in the current environment and the strategy or subroutine is open for editing in IRD.
•
For business rules, routing rules, attributes, interaction data, and statistic objects, the cancellation occurs in the following situations:
The strategy being imported contains at least one of these objects and you do not have permission (access rights) to create them.
Some of the objects already exist in the new environment and you do not have permission to change at least one of them.
Warning Rules
If some of the objects being unpackaged already exist, and you have permission to change all of them, a warning dialog box appears. You have two options: cancel or confirm the operation.
•
If you cancel the operation no changes are made to the environment.
•
If you confirm the operation, all existing objects that share the same name as the objects being imported are overwritten.
Note:
You cannot selectively overwrite some existing files. If you do not want to overwrite all of the existing files listed in the dialog box, cancel the operation. Selective overwriting is available through
Solution import view (see
page 56
As mentioned in “Cancellation Rules” on
page 50
permission, the operation is cancelled.
•
For strategy and subroutine objects, a warning dialog box appears, regardless of whether any of those objects includes its corresponding
*.rbn
file in the strategy storage location. The warning dialog box includes a list of objects that will be overwritten if you confirm the operation. If you confirm the operation, a successful completion message appears when the operation is finished.
If the existing
*.rbn
file that has the same name as one of the
*.rbn
files being imported is not stored in the strategy storage location, IRD will not overwrite it.
•
For business rules, routing rules, attributes, interaction data, and statistic objects, a warning dialog box appears, and includes a list of objects that will be overwritten if you confirm the operation. If you confirm the operation, a successful completion message appears when the operation is finished.
Reference Manual 51
Chapter 1: Routing Strategies Migrating Strategies and Other Objects
Warning!
IRD does not distinguish existing objects that are used in strategies loaded on a routing point from those objects that are not in a loaded strategy. If the user who is importing a strategy has the necessary permissions, the objects will be overwritten. This can affect interactions that are currently being processed.
Migrating Strategies and Other Objects
The IRD main window has
Export Solution and Import
Solution views.
Solution Export View
Notes:
Use
Solution Export view as described in this section to export a group of strategies or subroutines. You can also use this view to export only objects (routing rules, business rules, interaction data, statistics, macros, and so on) without the strategies that use them.
To export a single entire strategy, the
Export to File menu command
(see
page 45
To access
Solution Export view:
1. Click the
Export/Import shortcut bar in the IRD main window.
2.
Click the
Solution export icon.
Figure 16
shows an example
Solution Export view with a
Scripts folder (for strategies and subroutines) and
Transactions folder (for objects used by strategies).
52 Universal Routing 7.6
Chapter 1: Routing Strategies Migrating Strategies and Other Objects
Figure 16: Example Solution Export View
The
Solution Export view appears similar to views used for strategies, routing rules, business rules, and so on. It has the same tree-like structure. The main difference from other views is that the
Solution export view lists all object types supported by IRD.
Note:
How to perform the export operation for both strategies and strategy objects is summarized below. For step-by-step instructions, see the
Universal Routing 7.6 Interaction Routing Designer Help.
1. Mark objects to be exported as follows:
To include the selected object as well as well as all objects used by that
object, use
Add all used object to export list from the shortcut menu . An x will appear in the
Add all used column for the selected object. The letter
Y will appear in the
Mark used column for any object(s) that it uses.
To add a single object of any type, use
Add the object to the export list from the shortcut menu. An x will appear in the
Add column.
Figure 17
shows a strategy selected, but you can add any of the object types that appear in
Soution Export view.
Reference Manual 53
Chapter 1: Routing Strategies Migrating Strategies and Other Objects
Figure 17: Solution Export View and Shortcut Menu
Note:
To put some object and all objects that it uses (analog of
*.zcf file content) into an export list, you need to do both of the abovementioned actions for this object.
2.
Once the export list is formed, you can change the format in which objects
Figure 18
shows the menu for a strategy or subroutine.
Figure 18: Export Format Menu
54 Universal Routing 7.6
Chapter 1: Routing Strategies Migrating Strategies and Other Objects
Note:
Strategies and subroutines can be exported using any one of four formats: archive (
*.zcf
), native (
*.rbn
), open (
*.xml
), and text (
*.kvl
) format. All other objects are exported in text (
*.kvlt
) format.
3.
Perform the export operation itself by the shortcut menu command
Export
.
You must specify a folder to store the export results.
By default, IRD proposes to store export results in a folder with a name composed of the current date/time and located in subfolder
<IRD working directory>/ExportResults
page 57
). You can either accept this default folder or specify another folder.
An export completion dialog provides a short information about how successful the operation was and also provides option to see detailed log of operation.
The column
Result
(partially shown as
R...
page 54
indicates whether every object on the export list was successfully imported.
4.
Post operation. Use the context menu command
View export log
.
Figure 19
shows an example log report.
Reference Manual
Figure 19: Example Export Log Report
The export log file is placed into the same directory as the export results.
To start a new export operation, you must clear the results of the last operation, which is done with two context menu commands.
55
Chapter 1: Routing Strategies Migrating Strategies and Other Objects
Solution Import View
This view is similar to
Solution export view but designed to move IRD objects from a file system to the Configuration Database. The main difference is that
Solution import view starts out empty. The importing operation is performed with just a few steps:
1. To be imported, the content of a folder created by an exporting operation must be loaded into
Solution import view. Use the shortcut menu command
Load data for this purpose.
2.
Just like for
Solution export
, you must add objects to list. Use
Add the object to import list from the shortcut menu for this purpose. If an object is a new configuration. you can adjust its location in the
Configuration Database.
3.
Perform the import itself through the shortcut menu command
Import
(see
Figure 20
).
Figure 20: Solution Import View and Shortcut Menu
Note:
In order to use
Edit properties from the shortcut menu, the strategy must be be saved in text
(
*.kvl
) format as shown in
page 54
..
4.
Upon completion, IRD displays a short message about the operation and gives the option to look at a detailed import log.
56 Universal Routing 7.6
Chapter 1: Routing Strategies Modifying Strategies
5.
Use the context menu command
View import log
. To starta new importing operation you need to clear the results of the last operation, which is done with one of two shortcut menu commands:
Clear results
, which clears the Result column in the IRD window.
The export list remains as it was so it is possible to repeat the same import operation.
Clear all
, which clears both the Result column and the export list.
For more detailed step-by-step instructions on using the
Solution Export and
Solution Import views, consult the Universal Routing 7.6 Interaction Routing
Designer Help.
Modifying Strategies
Note:
Starting with 7.6, Routing strategies have warning mechanism. When there is a conflict in opening the same strategy, a message displays warning the user that the strategy is already in use. This mechanism prevents the potential over writing of strategies by other other and implemets user security. For more information on this feature, see the
Universal Routing 7.6 Interaction Routing Designer Help.
After creating strategies it is often necessary to modify them. IRD enables you to do this easily. However, keep the following things in mind:
•
Deleting or changing the name of any item (strategies, objects, rules, statistics, and so on) that is referenced in other strategies, rules, objects, or functions invalidates the strategy unless you update the object that is using the referenced item.
•
Before changing or deleting any object, such as a routing rule, go to the
List view for that object to see which strategies include it, and then modify the strategies as needed so that they are not rendered invalid.
•
Use the Check Integrity tool to determine whether you have invalid objects in your modified strategy. For information on the Check Integrity tool, see
“Compiling and Checking Integrity” on
page 32
Specifying a Working Directory
The
Storage Settings tab of the
Routing Design Options dialog box enables you to specify a
Working directory. This directory contains log, ImportResult,
ExportResult,log, and importstr folders. (To open the
Routing Design
Options
dialog box, select
Routing Design Options
from the
Tools
menu.)
The
Storage Settings tab might also contain the following files: import.log
(after importing), export.log
(after exporting), copyas.log
(after a Save As operation), and save.log
(after saving). For more information about the
Reference Manual 57
Chapter 1: Routing Strategies Saving Strategies
Working directory and the
Routing Design Options dialog box, see Universal
Routing 7.6 Interaction Routing Designer Help.
Loading an Edited Strategy
If you are updating a strategy that is used in production, and if you load the new version to a routing point where the old version was loaded, URS retains both versions of the strategy in memory and active simultaneously. This enables URS to continue processing any current interactions using the old version, instead of routing them to the default destination. Once all interactions that arrived at the routing point when the old version was loaded are distributed, the older version is erased from URS’s memory. All interactions submitted after the new strategy is loaded are processed by this new strategy.
For instructions how to load a new strategy on a routing point which already has a strategy loaded on it, see Universal Routing 7.6 Interaction Routing
Designer Help.
Note:
If you are updating a strategy that is used in production, be sure that you thoroughly test the strategy before loading it to ensure that no errors have been introduced.
Saving Strategies
The
Compile
and
Find
commands do not implicitly save a strategy. To save a strategy, use either the
Save
(for a new strategy) or
Save (As)
command.
Strategy Elements
When you save a strategy in IRD, the strategy source is comprised of the following elements:
•
A Configuration Manager object of type
Transaction
. The
Transactions folder is located under the
Tenant folder. It can contain one or more of the following items that have been configured in IRD: routing rules, business rules, interaction data, attributes, list objects, macros and statistics.
•
A Configuration Manager object of type
Script
. The
Scripts
folder is also located under the
Tenant folder. It contains the compiled routing strategy code and the path to the
*.rbn
file, which describes the graphical portion of the strategy.
•
The graphical portion of the strategy, which is required in order to view and edit the strategy. This is contained in a file with an
*.rbn extension.
The path to the
*.rbn
file is referenced in two places: the Configuration
Manager
Script
object, and the IRD
Save
and
Import
dialog boxes.
58 Universal Routing 7.6
Chapter 1: Routing Strategies Saving Strategies
Saving the RBN File
Note:
The IRD main window displays the
*.rbn
file location in the
Details
page 33
Do not select the importstr
sub-directory of the IRD working directory as a new
*.rbn
file path location. This directory was designed to serve as a place for creating and keeping the temporary
*.rbn
files. If you try to save to this directory, an error message appears warning that a strategy with such a name already exists.
When you use the
Save
(for a new strategy),
Save As
,
Import from File
, or
Create Copy
command, IRD opens a dialog box, where you have the option of saving the
*.rbn
file on a network drive or centrally in the Configuration
Database. Because the dialog box appears when you perform any of these actions, you can overwrite previous storage settings at any time.
Storing in a Database
If security is a consideration, you might want to use the database storage method to save
*.rbn
files. For example, if you are a Service Provider, you might not want your subscribers to have access to your corporate servers. In this case, saving the
*.rbn
file in the Configuration Database is the preferred method.
For information about running a script that creates the database tables in the
Configuration Database where
*.rbn
files are stored, see the Universal Routing
7.6 Deployment Guide.
Default Storage Location by Tenant
Different tenants can have different default storage locations for strategy
*.rbn files (graphical portion of strategy), which are then used in the
Save dialog box. To set the default storage location up in Configuration Manager:
1. Bring up the properties dialog box for the selected tenant.
2.
In the
Annex tab, define a strategy section.
3.
In the strategy section, define location and path options.
If the default strategy storage location is a network drive, use file for the location option (quotes are automatically inserted). Enter the directory path as the value for the path option.
If the default strategy storage location is the Configuration Database, use database
as the value for the location option (quotes are automatically inserted). A value for the path option is not required.
Reference Manual 59
Chapter 1: Routing Strategies Saving Strategies
Note:
The
Storage Settings tab of the
Options dialog box lets you specify a working directory (see
page 57
), which is different than the default
storage location by tenant.
Using Save As to Rename Strategies
The
Rename
command has been removed from IRD. To rename a subroutine:
1. Select a subroutine (for example,
Sub1
).
2.
Create a copy (naming it
Sub2
, for example).
3.
Make the necessary changes in
Sub2
.
4.
When you are ready to put
Sub2
into a production environment, save it as
Sub1
.
The original subroutine (
Sub1
) is immediately replaced with new subroutine, without causing default routing. In addition, at this point, you still have
Sub2
, because it was not deleted when you made the copy.
5.
(Optional) Delete
Sub2
.
Deleting this modified copy of the original subroutine has no effect on routing functionality.
60 Universal Routing 7.6
Chapter
2
Interaction Routing
Designer Objects
To create strategies in Interaction Routing Designer (IRD), you do not need to be familiar with the underlying language. Instead you create strategies by working with objects.
Note:
This chapter presents reference information only. See Universal
Routing 7.6 Interaction Routing Designer Help for step-by-step instructions on building strategies using the objects described in this chapter.
z z z z z z z z z z z z z z z z
The information in this chapter is divided among the following topics:
Reusable Objects, page 62
Strategy-Building Objects, page 72
Object Properties Dialog Boxes, page 81
Logical Expressions, page 83
Variables in Objects and Expressions, page 88
The Interaction Design Window, page 94
Business Attributes, page 96
Using Objects in Strategies, page 98
Data and Services, page 100
Miscellaneous Objects, page 113
Multimedia Objects, page 140
Outbound Objects, page 256
Routing Objects, page 274
Segmentation Objects, page 331
Voice Treatment Objects, page 342
Access Control, page 355
Reference Manual 61
Chapter 2: Interaction Routing Designer Objects Reusable Objects
Reusable Objects
In Interaction Routing Designer (IRD), you can define the following reusable objects and data, which any strategy can then use:
• Strategies
• Subroutines
• Routing Rules
• Business Rules
• Attributes
• Interaction Data
• Statistics
• Schedules
• List Objects
• Macros
Figure 21
shows the buttons for reusable objects (not all buttons shown).
Figure 21: IRD Main Window, Buttons for Reusable Objects
The names of Configuration objects are limited to alphanumeric characters and cannot contain spaces. The objects include
Tenant
,
Field
,
Format
, Script
62 Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Reusable Objects
(strategies, subroutines and schedules),
Table Access
, and
Transactions
(routing rules, interaction data, attributes, business rules, list objects, macros and custom statistics).
Summary information about each reusable object is presented in the following sections. For more information, particularly about using these objects in strategies, see Universal Routing 7.6 Interaction Routing Designer Help.
Strategies
Note:
The Universal Routing 7.6 installation package places a
Samples.zcf file in the IRD installation directory. When imported into IRD, this file provides sample strategies. For more information, see the chapter on samples in the Universal Routing 7.6 Deployment Guide.
A strategy is a set of decisions and instructions that tell Universal Routing
Server (URS) how to handle and where to direct interactions under different
circumstances (see Figure 3 on
page 27
). Within a strategy, you may use subroutines, routing rules, business rules, attributes, interaction data, statistics, lists, and macros.
•
You load a routing strategy in IRD
Monitoring
view by clicking
Loading
, selecting the switch and routing point, right-clicking, and selecting
Load
Strategy
from the menu (see Figure 6 on
page 34
•
You load the strategies comprising a business process, which is a series of strategies that together make up an interaction workflow, using the
Strategy Activation Wizard, as described in the Universal Routing
Business Process User’s Guide. See “The Interaction Design Window” on
page 94
for information about creating and using business processes.
Subroutines
Note:
The Universal Routing 7.6 installation package places an
RLU.zcf file in the IRD installation directory. When imported into IRD, this file contains utility subroutines, which can be used for load balancing and other purposes. For more information, see the chapter on samples in the Universal Routing 7.6 Deployment Guide.
Subroutines are strategies called from within a strategy or another subroutine.
Like other strategies, subroutines can contain any IRD objects or functions.
Like other reusable objects, subroutines can be accessed by any strategy. See
page 114
for more information.
In IRD, subroutine names appear in the Subroutines List rather than in the
Strategies List.
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Chapter 2: Interaction Routing Designer Objects Reusable Objects
When a subroutine is called from a strategy, control of the interaction is passed to the subroutine from the calling strategy. The subroutine then instructs URS what to do with the interaction.
If the interaction is not routed to the a destination during the subroutine, control of the interaction returns to the calling strategy at the end of the subroutine. An interaction that is default-routed within a subroutine does not return to the strategy from which it came.
Every execution path within a subroutine must contain an Exit object. If it does not, interactions are routed to the default destination.
When an interaction is routed from a subroutine, any object that is capable of generating a
0008
error code (routing done), if placed after the subroutine
(postrouting), generates the error code,
0008
.
A subroutine can be:
•
Called at any point during a strategy.
•
Used in more than one strategy, making it independent of the strategies that call it.
•
Used within other subroutines, offering the capability of creating multiple levels of subroutines.
Note:
Unlike a strategy, a subroutine cannot be loaded on a routing point.
Cautions When Using Subroutines
•
Be careful when placing subroutines within subroutines. If multiple levels of subroutines are not properly configured, control of an interaction may be passed from one subroutine to another creating an infinite loop without ever routing the interaction to a destination. Also be careful that you do not call the original strategy as a subroutine for itself.
•
A strategy or subroutine (
.rbn
file) should not be shared by multiple
Configuration Servers. This occurs if you import a strategy or subroutine from the same storage location used by one Configuration Server into another Configuration Server without changing the location setting of the
.rbn
file in IRD.
For example, if you have a lab environment and a production environment, always keep the two strategy-development environments separate. If you do make changes to the strategy in one environment and want the other environment to include the same changes, export the strategy from the environment in which you made the changes and import the strategy into the other environment. See Universal Routing 7.6 Interaction Routing
Designer Help for instructions on exporting and importing strategies.
64 Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Reusable Objects
•
Be careful when changing existing subroutines. Subroutine names and content can be changed even if the subroutine is called by a loaded strategy. If you change the subroutine name without updating the Call
Subroutine object that uses the subroutine, a message appears in the output window for the strategy warning that the subroutine cannot be found.
Subroutine Input and Output Parameters
When creating subroutines, an
Input Parameters dialog box allows you to specify the nature of all input parameters.
Figure 22
shows the
Subject dropdown menu in the dialog box.
Reference Manual
Figure 22: Input Parameters Dialog Box
The dialog box appears after you name and describe the subroutine and click
Next
. You then select the input parameter
Type
(
STRING
,
FLOAT
, or
INTEGER
) and
Subject
. Input parameters
Subjects are names of types of certain
Configuration Server objects. The list currently includes:
Statistic
,
Strategy
,
Subroutine
,
List
,
InteractionData
,
BusinessAttribute
,
Application
, and
V irtualQueue
. The
Subject of an input parameter functions as hint for the IRD
Application about the possible values that the input parameter can accept. IRD uses this information to provide you with a list of all available Configuration objects of the specified Type when editng an input parameter value.
Data is exchanged between a strategy and subroutine using input and output
parameters (see“Configuring Variables” on
page 89
) defined in the subroutine and the Call Subroutine object (see
page 114
65
Chapter 2: Interaction Routing Designer Objects Reusable Objects
When you create a subroutine in IRD, you can create input and output parameters to pass data to and from the subroutine.
•
The number of parameters that you create depends on the data you want to pass from the strategy to the beginning of the subroutine and the data you want to pass back to the strategy at the end of the subroutine.
•
The number of input parameters does not have to equal the number of output parameters. However, the number of output parameters for a subroutine must equal the number of output parameters for the Call
Subroutine object.
•
Because parameters can be saved in binary format, there is no limitation on the number of characters they can contain.
Warning!
If you save an input/output parameter in binary format, you get a warning that earlier IRD versions do not use binary format.
This could cause compatibility issues in a mixed IRD environment.
IRD can read both string and binary input and output parameters. Binary format makes it possible to read subroutines with an unlimited number of input/output parameters.
The list of input and output parameters for a strategy is stored in the corresponding in_param
and out_param
options of the
Annex tab in the
Scripts Properties dialog box in Configuration Manager.
•
Parameters created when creating a subroutine are variables and appear in the Subroutine variable list in IRD. (This list also specifies whether the variable is an input or output parameter.)
•
Parameters created for the Call Subroutine object (see
page 114
variables or constants. Variables used as parameters in a Call Subroutine object appear in the variables list for the strategy. See Universal Routing
7.6 Interaction Routing Designer Help for information on creating variables and variable lists.
After you place a Call Subroutine object in a strategy and specify the subroutine to call, you map the parameters of the Call Subroutine object to the parameters of the subroutine. For example, you can map an input parameter
Variable1
in the Call Subroutine object to an input parameter
SubVariable1
in the subroutine. In this case, the data associated with
Variable1
is passed to the subroutine and becomes associated with
SubVariable1
. In a similar way, you map output parameters of the subroutine to output parameters of the Call Subroutine object.
Note:
If you are using variables to map parameters between a strategy and a subroutine, make sure the same variable type is defined for both variables. Even though type conversion will occur, type matching is still recommended.
66 Universal Routing 7.6
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Important Information
•
Map all output parameters of a subroutine to an output parameter of the
Call Subroutine object. If you do not, an error occurs in the Call
Subroutine object.
•
After you have changed input or output parameters for a subroutine, you must correct and recompile all strategies where this subroutine is used.
•
Select
File > Describe
in the Routing Design window to add, delete, or modify input or output parameters for subroutines and to change their descriptions.
Subroutine Error Codes
Possible error codes for subroutines include the following:
•
0008 Routing done
—This error code is returned if the interaction was routed within the subroutine and no longer needs to continue through the strategy.
•
0018 Unknown object
—This error code is returned if the call subroutine does not exist.
•
0020 Error in subroutine
—This error code is reported to the calling strategy after an interaction reaches an Exit object, if an error occurs within a subroutine. When this error occurs, the interaction is routed using the red output port on the Call Subroutine object. This error does not explain where the error occurs in the subroutine, only that an error occurred.
Note:
You can use output parameters not only to pass data but also to pass return codes for error evaluation purposes. A well-developed system of codes defined as parameters can help you resolve subroutine errors.
For example, a subroutine contains five function objects. You can set up an output parameter to pass an error that occurs on any of these objects back to the calling strategy.
Routing Rules
Routing rules specify the method of target selection. You can create routing rules once and reuse them in multiple routing objects and strategies.
page 274
) use routing rules in their properties.
These include:
•
page 278
•
Load Balancing (see
page 279
)
•
Percentage (see
page 280
)
•
page 292
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Chapter 2: Interaction Routing Designer Objects Reusable Objects
•
Statistics (see
page 305
•
page 306
•
page 312
For example, you might configure a Percentage routing rule that specifies that
82% of interactions go to the San Francisco queue and 18% to the Boston queue. The Routing objects that do not use routing rules are the Default (see
page 278
page 287
), Route Interaction, Workbin and Queue
Interaction objects.
Note:
Routing rules are used only by voice routing strategies.
Attributes
Attributes are pieces of interaction or customer data along with all possible values. In order to use a piece of data for strategy decisions, you must first define that piece of data in IRD as an attribute. You must create interaction data before you can create attributes because attributes require interaction data.
page 69
You can then use the attribute to create business rules.
Figure 23
shows example attributes.
Figure 23: Example Attributes
Create attributes only for data that you plan to segment via business rules (see
page 332
).
Note:
Do not confuse attribute reusable objects that you define in IRD with
Configuration Manager
Business Attributes
(see
page 94
Business Rules
Business rules are created from the attributes just discussed (see
Figure 24
).
68 Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Reusable Objects
Figure 24: Example Business Rules
Business rules and their attributes enable you to create logical expressions for segmentation. They enable you to reuse the same business decision multiple times in the same strategy and in many different strategies.
When you use business rules and attributes, you use a Business Segmentation object (see
page 332
) instead of a Generic Segmentation object (see
page 339
The Business Segmentation object properties point to (reference) one or more business rules. Each business rule contains one or more attributes.
For an example of business rule use, see the skills-based routing example in the Universal Routing Strategy Samples book. The Universal Routing 7.6
Interaction Routing Designer Help contains instructions for creating business rules.
Note:
If you make a change to a business rule, you must recompile the strategies that use that rule if you want the change to affect the strategies.
Interaction Data
Interaction data defines attached data keys used in a strategy (see
Figure 25
).
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Chapter 2: Interaction Routing Designer Objects Reusable Objects
Figure 25: Example Interaction Data
You configure interaction data in order to allow strategies to gather attached data from event messaging, such as for screen pops.
You can use interaction data in the Assign, (see
page 113
page 121
) objects. You can also use interaction data in certain Function object functions
(see
page 120
page 393
), InteractionDataINT (
page
393
), UData (
page 397
page 386
Function
Properties dialog box, select
All Functions
then
Interaction Data
.
Schedules
A schedule instructs URS when to automatically load/release a voice routing strategy, including the switch and DNs to use. You can specify times for loading and releasing schedules using seconds, minutes, hours, dates, months, years, and days. After you save it, the schedule definition is stored in
Configuration Manager as a
Script
object of type
Schedule
. See the Universal
Routing 7.6 Interaction Routing Designer Help for more information.
Note:
When two or more URS instances run in load sharing mode through
Load Distribution Server, IRD synchronizes strategy loading so you do not have to load/unload the same strategy on every URS for each routing point in IRD’s
Monitoring
view. This feature applies when you directly load a strategy. If you want to load a strategy via a schedule, it is loaded only to the routing point of the specific URS where you have loaded the schedule. All other URS instances running through the Load
Distributin Server in load sharing mode are unaffected.
70 Universal Routing 7.6
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Statistics
Reusable Objects
In IRD, you can create a custom statistic for use in a strategy or subroutine (see
Chapter 7, “Routing Statistics,” on
page 611
for more information).
List Objects
Note:
The IRD installation package supplies sample list objects. For more information, see the Samples chapter in the Universal Routing 7.6
Deployment Guide.
A list object contains strings of any nature (for example, DNIS or ANI strings), which can be used in strategies and are included in integrity checking.
For example, you may use a list object to create lists of toll-free numbers.
Rather than reference each individual 800 number in a strategy, you can logically group numbers together and name the group. Then, when you need to add new numbers or edit numbers, you do not need to edit the strategy, but only the list object properties.
The chapter on Share Agent By Service Level Agreement Routing in the
Universal Routing 7.6 Routing Application Configuration Guide shows a sample strategy that uses a list object to hold data and uses a special List function ( lcfgdata
) to retrieve the data.
See the Universal Routing 7.6 Interaction Routing Designer Help for information on creating list objects.
Note:
The ability to define a key-value pair for an element a list object is an extension or variation of the
GetConfigOption
function (see
page 402
Providing key-value pairs for a list element enables you to store information in the Configuration Server Database and then retrieve it from the strategy.
Genesys recommends that you use lists to get user-defined data from
Configuration Server. Use a List object that contains all the required data instead of overloading Application options with user-defined data.
Macros
A macro is an object that enables you to combine several objects and expressions in one re-usable block. This block works as a user-defined function. See
page 122
for more information on macros.
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Strategy-Building Objects
IRD provides different categories of strategy-building objects. In toolbar order, the categories are:
•
page 355
) to apply busy treatments and mandatory
actions, such as a recorded announcement.
•
page 100
) for searching the database for information and sending interactions to external resources.
•
Segmentation (see
page 274
) for making incoming interactions take different paths.
•
page 274
) for target selection.
•
Miscellaneous (see
page 113
) to perform miscellaneous operations.
•
page 140
) to control how non-voice interactions should be routed.
•
Outbound (see
Page 256
) to support the Genesys Outbound Contact
product.
Icons for each object category appear on the objects toolbar when you create or edit a strategy or subroutine in the
Routing Design
window (see
Figure 26
).
72
Figure 26: Routing Design Window Toolbar
When you click an icon in the toolbar representing an object category, buttons for all objects belonging to that category drop into view. For example, if you
Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Strategy-Building Objects click the third icon, buttons for all Segmentation objects drop into view (see
Figure 27
).
Figure 27: Drop-Down Buttons for Segmentation Objects
If you were creating a new strategy and wanted to segment incoming interactions to take different paths, you would:
1. Click the applicable Segmentation button (see “Segmentation Objects” on
page 355
).
2.
Click in the strategy to place the object.
3.
Double-click the Segmentation object to open a dialog box.
4.
Assign properties in the dialog box.
5.
Connect the Segmentation object to another object; for example, a Routing
page 274
) or a Miscellaneous object (see
page 113
A strategy is made up of objects and the connections between objects. All strategies have an Entry object. The other objects you choose define the actions that IRD performs, and the connections that you make between objects define the sequence in which each object is executed. IRD selects only one connection to follow after handling an object.
Toolbar Icons
Figure 28
shows the icons on the toolbar for each strategy-building object category.
Reference Manual
Figure 28: Icons for Strategy-Building Object Categories
The strategy-building objects toolbar is dockable. You can remove it from its current position and place it anywhere within the
Routing Design
window.
73
Chapter 2: Interaction Routing Designer Objects Strategy-Building Objects
Buttons Associated with Toolbar Icons
Clicking an icon on the objects toolbar drops down buttons for placing objects in your strategy. The next section describes the buttons associated with each object category.
Buttons for Voice Treatment Objects
Figure 29
shows the buttons that come into view when you click the Voice
Treatments icon.
Figure 29: Buttons for Voice Treatment Objects
Voice Treatment objects specify an action to be performed with the current interaction, such as playing music for the caller.
The Voice Treatment objects from left to right are: Collect digits, Play announcement, Play announcement and collect digits, Play application, Record user announcement, Verify digits, Busy, Fast busy, Cancel call, Delete user announcement, IVR, Music, Ringback, Set default destination, Silence, Text to speech, Text to speech and collect digits, Pause, and RAN (Play recorded
announcement). See “Access Control” on
page 355
for more information.
Buttons for Data and Services
Figure 30
shows the buttons that come into view when you click the Data and
Services icon.
74
Figure 30: Buttons for Data and Services Objects
Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Strategy-Building Objects
The Database Wizard is used for database lookups. You can retrieve data about customers that enable you to personalize responses and route more effectively.
page 100
for more information.
Use the External Service object in non-voice routing strategies to exchange data with third party (non-Genesys) servers that use the Genesys Interaction
SDK or any other server/application that complies with Interaction Server
communication protocol. See “External Service” on
page 108
information.
You can use the Web Service object to access Web Services. See “Web
page 112
Buttons for Segmentation Objects
Figure 31
shows the buttons for various types of Segmentation objects that appear when you click the Segmentation icon.
Figure 31: Buttons for Segmentation Objects
Segmentation objects separate incoming interactions and put them on different paths based on criteria that you select.
Note:
In most voice strategies, a Segmentation object is the next object after the Entry object.
The buttons from left to right are: Generic (brings up Expression Builder
page 84
)), Date, Time, Day of the Week, ANI (originating
phone), DNIS (number dialed), Business, Classify, and Screen. See “Routing
page 274
for more information.
Buttons for Routing Objects
Click the fourth button on the objects toolbar to reveal the buttons for various types of Routing objects (see
Figure 32
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Chapter 2: Interaction Routing Designer Objects Strategy-Building Objects
Figure 32: Buttons for Routing Objects
Routing objects specify a routing action to be performed with the current interaction, such as sending an interaction to a specific agent group.
The buttons from left to right are: Service level, Load balancing, Percentage,
Statistics, Switch to Strategy, Default, Force, Selection, Workforce, Route
Interaction, Workbin, and Queue Interaction. See “Routing Objects” on
page 274
for more information.
Buttons for Miscellaneous Objects
Clicking the fifth button on the objects toolbar reveals buttons for various
types of Miscellaneous operations (see
Figure 33
76
Figure 33: Buttons for Miscellaneous Objects
Miscellaneous objects are used for flow control or performing operations, such as executing a function or directing interactions based on an IF statement.
The buttons from left to right are: Entry, Exit, If, Assign, Function, Macro,
Error Segmentation, Call subroutine, MultiAssign, MultiAttach,
MultiFunction. See “Miscellaneous Objects” on
page 113
information.
Buttons for Multimedia Objects
Click the Multimedia icon to reveal buttons for objects used in routing non-
Figure 34
Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Strategy-Building Objects
Figure 34: Buttons for Multimedia Objects
The buttons from left to right are: Stop Interaction, Acknowledgement,
Autoresponse, Chat Transcript, Send E-Mail, Redirect E-Mail, Forward E-
Mail, Reply E-Mail From External Resource, Screen, MultiScreen, Classify,
Attach Categories, Create Interaction, Create Email Out, Create Notification,
Create SMS, Identify Contact, and Update Contact. See “Multimedia Objects” on
page 140
Buttons for Outbound Objects
Click the Outbound icon to reveal buttons for objects used to support proactive interaction routing, such as that performed by the Genesys Outbound Contact product. In proactive interaction routing, calls are routed to agents from an
Agent/Place Group assigned to the Campaign (see
Figure 35
).
Reference Manual
Figure 35: Buttons for Outbound Objects
The buttons from left to right are: Add Record, Do Not Call, Processed,
Update Record, Reschedule Record.
Comment Object
Use a Comment object to make notes about a strategy. You can insert a
Comment object anywhere in the strategy workspace. It appears as a text box in the
Routing Design
window. For example comments, see Figure 3 on
page 27
77
Chapter 2: Interaction Routing Designer Objects Strategy-Building Objects
Alphabetical List of Strategy-Building Objects
Table 1
lists all available strategy-building objects in alphabetical order, the
category or group under which the object is placed in IRD, and the page number for the object information in this chapter.
Table 1: Strategy-Building Objects
Object
Acknowledgement
Add Record
ANI
Assign
Attach Categories
Autoresponse
Business
Type
Multimedia
Outbound
Segmentation
Miscellaneous
Multimedia
Multimedia
Segmentation
Busy
Call Subroutine
Cancel Call
Chat Transcript
Voice Treatments
Miscellaneous
Voice Treatments
Multimedia
Classify Multimedia
Classify (segmentation) Segmentation
Collect Digits
Comment
Voice Treatments
None
Create Interaction
Create Email Out
Create Notification
Create SMS
Database Wizard
Date
Day of Week
Multimedia
Multimedia
Multimedia
Multimedia
Data and Services
Segmentation
Segmentation
Page
78 Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects
Table 1: Strategy-Building Objects (Continued)
Object
Default
Delete User Announcement
DNIS
Do Not Call
Entry
Error Segmentation
Exit
External Service
Fast Busy
Force Routing
Forward E-Mail
Function
Generic
Identify Contact
If
IVR
Load Balancing
Macro
MultiAssign
MultiAttach
MultiScreen
Music
Pause
Percentage
Play Announcement
Multimedia
Miscellaneous
Voice Treatments
Routing
Miscellaneous
Miscellaneous
Miscellaneous
Multimedia
Voice Treatments
Voice Treatments
Routing
Voice Treatments
Type
Routing
Voice Treatments
Segmentation
Outbound
Miscellaneous
Miscellaneous
Miscellaneous
Data and Services
Voice Treatments
Routing
Multimedia
Miscellaneous
Segmentation
Strategy-Building Objects
Page
Reference Manual 79
Chapter 2: Interaction Routing Designer Objects
Table 1: Strategy-Building Objects (Continued)
Object
Play Announcement and collect digits
Play Application
Processed
Queue Interaction
RAN
Record User Announcement
Redirect E-Mail
Reply E-Mail From External Resource
Reschedule
Ringback
Route Interaction
Screen
Screen
Selection (target selection)
Send E-Mail
Service level
Set Default Destination
Silence
Statistics
Stop Interaction
Switch to Strategy
Text to Speech
Text to Speech and Collect Digits
Time
Update Contact
Routing
Multimedia
Routing
Voice Treatments
Voice Treatments
Routing
Multimedia
Routing
Voice Treatments
Voice Treatments
Segmentation
Multimedia
Type
Voice Treatments
Voice Treatments
Outbound
Routing
Voice Treatments
Voice Treatments
Multimedia
Multimedia
Outbound
Voice Treatments
Routing
Multimedia
Segmentation
Strategy-Building Objects
Page
80 Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Object Properties Dialog Boxes
Table 1: Strategy-Building Objects (Continued)
Object
Update Record
Verify Digits
Web Service
Workbin
Workforce
Type
Outbound
Voice Treatments
Data and Services
Routing
Routing
Page
The later sections of this chapter describe the objects and their properties in detail. Functions associated with the Function object are described in Chapter
4, “Interaction Routing Designer Functions,” on
page 359
.
Object Properties Dialog Boxes
Every IRD object has a set of properties or parameters that describe a portion of the strategy. The exceptions to this are: the Entry, Exit, and Default Routing objects; the Cancel Call Voice Treatment object; and a few Function objects.
Double-click a strategy-building object in the
Routing Design
window workspace to open its properties dialog box. Here you can assign values to the object’s parameters. The content of the properties dialog box varies based on the object.
Figure 36
shows an example properties dialog box for the Selection object.
Reference Manual 81
Chapter 2: Interaction Routing Designer Objects Object Properties Dialog Boxes
82
Figure 36: Selection Properties Dialog Box
The pages ahead show example properties dialog boxes for strategy-building objects in each object category.
The parameters of each object in a properties dialog box are specific to its category.
For example:
•
In the Selection properties dialog box shown in
Figure 36
you specify are routing targets (see Table 93, “Target Types,” on
page 318
). A routing target can also be specified as a skill expression.
•
The parameters of some Segmentation objects are logical expressions (see
page 84
).
•
The properties dialog box for the Function object includes the function
name, parameters and values (see Figure 63 on
page 120
).
•
The parameters of Voice Treatment objects are the type of treatment and some supplemental data. Voice Treatments can also be used as parameters of Routing objects.
Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Logical Expressions
Both parameters and voice treatments are ways in which URS handles an interaction. Parameters are criteria defining how the interaction is handled, such as how long it should be held before being sent to a default extension, its priority in queue, and so forth. Voice treatments, by contrast, affect what the caller hears, for example, music, silence, or a busy signal.
Important Information
•
Deleting or changing the name of any item (rules, objects, targets, statistics, and so on) that is referred to in other strategies, rules, objects, or functions invalidates the strategy unless the object using the referenced item is updated. (Before changing or deleting any object, go to the List view for the object to see which strategies will be affected and then modify them as needed so they are not rendered invalid.)
Use the Check Integrity tool to validate all strategies and confirm the existence of all referenced statistics. See Universal Routing 7.6 Interaction
Routing Designer Help for instructions on how to use this tool.
•
When using string constants in a strategy, the number of characters that make up the constant (what appears between the quotes) is limited to 1000.
For example,
Assign[x, '...over 1000 characters']
is not supported.
•
A string constant used in a strategy cannot contain quotes.
Logical Expressions
The properties of several IRD objects are defined as logical expressions. These are created using:
•
The
Expression Builder in the Generic Segmentation object (see
Figure 37
).
•
The
Skill Expression Properties dialog box of a Routing object (see
page 86
•
The If object (see Figure 64 on
page 122
).
•
The Assign object (see Figure 58 on
page 113
•
page 85
Expression Builder
Figure 37
shows the
Expression Builder dialog box after you have constructed an expression.
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Chapter 2: Interaction Routing Designer Objects Logical Expressions
Figure 37: Expression Builder Dialog Box
Skill Expressions
Note:
Also see “Skill Target in Routing Objects” on
page 322
Targets and Skill Expressions” on
page 323
You can route interactions to the most appropriately skilled agent using a skill expression.
Figure 38
shows the
Skill Expression Properties dialog box after constructing a skill expression for the Routing Selection object.
84 Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Logical Expressions
Reference Manual
Figure 38: Skill Expression Properties Dialog Box
Note:
Stat Server currently supports virtual group functionality for the following types of agent parameters: a
Skill configured for an agent, the
ACDQueue
to which an agent is logged in, and the
Switch to which an agent is logged in. You can simultaneously specify these types of parameters in an expression for a single virtual group. For more information, see the Virtual Agent Groups chapter in the Framework
7.6 Stat Server User’s Guide.
•
Functions that support skill expressions include CountSkillInGroup (see
page 429
), GetSkillInGroup (see
page 436
page 431
page 439
85
Chapter 2: Interaction Routing Designer Objects Logical Expressions
•
These Routing objects allow skill-routing targets: Selection (
page 287
Statistics (
page 305
), Service Level (
page 292
page 284
page 307
page 322
information on using skills as routing targets.
The name of skills, if used in a skill expression, cannot exceed 126 bytes.
Warning!
If configuring skill or agent level routing for a site with a large number of agents, Genesys recommends using the
page 618
page 619
) statistic to select agents. Using the
StatTimeInReadyState statistic can result in high CPU usage even if there are no calls.
Building Expressions
Logical expressions consist of comparisons joined by the connectives AND
(&) and OR (|).
Notes:
The AND and OR logical connectives have the same priority.
URS uses integer arithmetic in its calculations, such as for agent state and skill expression evaluation. For this reason, you must always create expressions based on integer arithmetic, not float.
When an expression contains more than one logical connective, the logical operation to the left has precedence over the operation to the right; use parentheses to overrule this precedence.
Each comparison consists of two data values that are compared against each other.
Table 2
shows the comparison symbols used in logical expressions. The
left side of the comparison specifies the type of information provided on the right side (the comparable). For example,
Day=07/04/01
and
Time>=18:00
are comparables for Day and Time. The left side can be interaction data (
page 69
page 88
), or a function (Figure 37 on
page 84
). However, the choices vary depending on the type of object being defined.
Table 2: Comparison Symbols in Logical Expressions
!=
>
Symbol
=
>=
Meaning
equal to not equal to greater than greater than or equal to
Example
Day = Monday
Day != Sunday
Time > 9:00
Day >= Monday
86 Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Logical Expressions
Table 2: Comparison Symbols in Logical Expressions (Continued)
Symbol
<
<=
Meaning
less than less than or equal to
Example
Time < 16:00
Day <= Friday
UData[Acct]>=9000
Table 3
provides several examples of logical expressions.
Table 3: Examples of Logical Expressions
Example
Day=Saturday|Day=Sunday
Time<=5:00 |Time>=18:00
Day>=Monday&Day<=Friday & ANI!=8004154732
SData[[email protected],StatTimeInReadyState]>120
Interpretation
If the day is Saturday or Sunday
If the time is less than or equal to 5:00
(5:00 AM) or greater than or equal to
18:00 (6:00 PM); in other words, if the time is between 6:00 PM and 5:00 AM.
If the day is a weekday and the ANI is not 8004154732
If agent 1123 has been in Ready state for more than 120 seconds
If the value associated with the key Acct in the Interaction data structure is equal to or greater than 9000
Mathematical Symbols Allowed
The allowed mathematical symbols in expressions are restricted to those that
IRD allows in the Assign object (see
page 113
symbols for addition, subtraction, division, and multiplication ( +, -, /, *).
These symbols work with numeric values only, so any participating String argument is automatically converted to a number.
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Chapter 2: Interaction Routing Designer Objects Variables in Objects and Expressions
Variables in Objects and Expressions
Warning!
Variables are specific to the strategy or subroutine in which the variable was defined and cannot be used by other subroutines or strategies, including the strategy that calls the subroutine.
Variables enable you to specify such things as targets, servers, parameter values for functions, skill expressions, mandatory treatments, and so on greater flexibility. For example, in combination with the Assign object (see
page 113
you can route interactions based on a value assigned to that variable.
Variable Usage and Strategy Design
Note:
You cannot define variables for routing rules, since routing rules can be used by more than one strategy.
Variables are particularly useful for avoiding multiple queries to a database for a particular interaction. One database lookup can obtain all necessary customer
information that can be assigned to different variables (see Figure 52 on
page 104
). The information can then be used to route the interaction. Only one lookup is needed because of variable usage. This makes the strategy is more efficient and improves software performance.
Using variables you can also create a generic strategy where segmentation and routing targets are driven by variables. This generic strategy can contain all the
page 68
) needed to make the routing decision with the routing target specified as a variable. Then you can load this generic strategy to multiple routing points and have routing decisions and targets decided at runtime. This replaces the need to create a different strategy for each routing point, each with its own routing requirements.
Note:
Variable-driven strategies are an advanced feature in IRD and require a user with a programming background to properly design.
Variables are specific to the strategy in which they are created. As such, variables cannot be used in routing rules or by any object that can be used by more than one strategy. The only exception to this is a subroutine object.
Variables can be defined for a subroutine, which then can be used by other strategies. However, these variables can only be used in the subroutine.
88 Universal Routing 7.6
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Configuring Variables
Variables must be configured before you can use them. Use the Variable List
Figure 39
Variable List dialog box with six variables defined.
Figure 39: Variable List Dialog Box
Once variables are defined, you can use them for routing in the
TargetSelection
tab of both the Selection object (see
page 287
page 284
Figure 40
available in the Selection object when routing voice interactions.
Reference Manual
Figure 40: Routing Based on the Value of a Variable
89
Chapter 2: Interaction Routing Designer Objects Variables in Objects and Expressions
To open the
Variable List dialog box:
•
When working with a strategy, click the variables button on the toolbar to bring up this dialog box. The fields for defining a variable include variable name, type, and scope.
•
In the Database Wizard (see
page 101
), when you assign the output or key-
value pairs to one or more variables, a dialog box opens (see Figure 53 on
page 104
) where you click the
Edit Variables
button to bring up the
Variable List dialog box.
•
In the Generic Segmentation object (see
page 339
in the
Expression
column to bring up the Expression Builder (see
page 339
). In the Expression Builder, click the
Variables button.
•
In the properties dialog box for the If (see
page 121
page 113
page 120
) Miscellaneous objects, click the
Variables
button to bring up the
Variable List dialog box.
•
The Multi-Assign object (see Figure 73 on
page 131
multiple variables at once using its own dialog box.
For more information about variable formats, see
Table 4
page 93
page 93
.
Assigning Values to Variables
After you configure a variable in the
Variable List dialog box, you can assign a value to it. Use one of the following objects to assign a value:
•
Assign object, in the Expression dialog box that opens from this object (see
page 113
)
•
Database Wizard (see Figure 52 on
page 104
•
MultiAssign object (see Figure 73 on
page 131
•
Function object, in the Expression dialog box that opens from this object.
Assigning a Variable in the Function Object
Figure 41
, under
Expression
at the top left, shows the output of the Rand function assigned to the variable min_skill_level
.
90 Universal Routing 7.6
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Figure 41: Function Object Properties Dialog Box
You can assign an explicit value (
1234
). Or you can use other variables as values to assign to a variable.
Exporting and Importing Variables
You can move definitions of variables used in one strategy to another strategy using the Export and Import buttons on the
Variable List dialog box (see
Figure 42
).
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Chapter 2: Interaction Routing Designer Objects
Export to file
Import from file
Variables in Objects and Expressions
Figure 42: Variable List Dialog Box, Export and Import Buttons
•
Clicking the
Export to file button opens a dialog box where you can save the variables to file for later import.
•
Click the
Import from file button opens a dialog box where you can import variables previously saved to a file.
Specifying Variables
Table 4
Table 5
below contain information on specifying variables.
Table 4: Variable Specifications
Variable Specification
Name
Quotes
Explanation
Can be mixed case. No spaces allowed. Cannot include mathematical symbols, hyphens, quotes, or double-byte characters (international only) or be a function name. Variable names also cannot begin with BL (case-sensitive). BL is an internal identifier used by IRD.
IRD checks every field where both variables and constants can be entered. A string (and only it) will not be enclosed in singles quotes if at least one is true:
It is a variable name
It is already included in single quotes.
It has
'[' i nside and doesn't start with it (nested function call).
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Table 4: Variable Specifications (Continued)
Variable Specification
Definition
Limitations
Example of Definition
Example of Usage
Explanation
A value
A variable name cannot exceed 64 characters.
VARIABLE INTEGER LOCAL Product
Assign[Product,UData[prod] ]
Product = 1 ->
Table 5: Variable Types
Type
STRING
INTEGER
FLOAT
Description
A case-sensitive text string
A 32-bit signed integer
A floating number
Examples
CA 2
1, 5, 100
1.2, 3.54
Note:
When creating variables, IRD remembers the type of the last variable created. This type becomes the default until you create a new variable with a different type.
Table 6: Variable Scope
Scope
LOCAL
SCRIPT
The variable retains its value
For the life of one particular interaction currently being processed in this script (strategy) only. This value is re-created upon the arrival of each new interaction.
For all interactions within one script (strategy)
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Chapter 2: Interaction Routing Designer Objects The Interaction Design Window
The Interaction Design Window
In addition to the
Routing Design window for creating routing strategies, IRD has an I nteraction Design window for creating and editing business processes
page 95
).
Business Processes
A business process directs non-voice customer interactions arriving at the contact center through various processing objects, such as queues and routing strategies. It defines what happens to customer interactions (such as e-mail, chat, and open media) from the point of arrival to the point of completion. One or more business processes comprise an interaction workflow.
The types of processing applied to interactions varies based on the media type and the contact center’s business logic. In most cases, the goal is to generate an appropriate response for the customer.
•
In the case of an e-mail interaction, an appropriate response might be an email answering the customer’s questions.
•
In the case of a chat interaction, an appropriate response might be mailing product brochures to the customer.
•
In the case of a fax interaction, an appropriate response might be an e-mail stating the requested materials had been received, and so on.
Opening Interaction Design
In the IRD main window, click the
Interaction Design shortcut bar, and then click the
Business processes icon. Existing business processes appear the
Business processes
Figure 43
Figure 43: Business Processes List
94 Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects The Interaction Design Window
Note:
By default, the
Interaction Design
shortcut bar only appears if
Genesys Multimedia components were installed and configured in your environment by the Multimedia Configuration Wizard. As a result of this installation, a Multimedia solution should appear in the
Solutions folder under
Environment
. If you manually install Genesys Multimedia, the
Interaction Design
bar does not appear. In this case, overwrite default IRD behavior in the following way:
1. After installation of IRD completes, open IRD and select
Routing Design
Options from the Tools menu.
2.
Click the
Views tab and uncheck the
Default check box.
3.
Verify that following check boxes are checked:
Interaction Design
,
Business processes
.
4.
Click
OK to save your changes.
Creating a New Business Process
From the
Business processes list, click the
New
icon or select
File > New from the IRD main window menu. To edit an existing business process, double-click it in the
Business processes list. The business process opens in the
Interaction Design window, as shown in
Figure 44
.
Figure 44: Interaction Design Window
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Chapter 2: Interaction Routing Designer Objects Business Attributes
As can be seen in
Figure 44
, the
Interaction Design window has three areas:
1. An object browser (dockable) on the left that displays business processes, queues, workbins, and routing strategies in a tree style.
2.
A workflow viewer (static) on the right that graphically displays interaction flow for selected business process.
3.
A log viewer (dockable) with three tabs (
Log
,
Configuration Updates
,
Search Results
) that display various lists of status and event messages.
For more information, see the Universal Routing Business Process User’s
Guide.
Business Attributes
Configuration Manager contains both predefined and user-created
Business
Attributes
Figure 45
Figure 45: Configuration Manager Business Attributes
Business Attributes are interaction attributes that are used in different ways by various Genesys applications and by strategy building objects contained within
96 Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Business Attributes
routing strategies used by business processes (Figure 80 on
page 140
shows an example business process).
The origin of
Business Attributes
varies:
•
Some
Business Attributes
are predefined by Genesys and can be expanded.
•
Other
Business Attributes
are customer-defined in Configuration
Manager.
•
Other
Business Attributes
are initially defined in Knowledge Manager and then carried over to Configuration Manager.
Note:
See the Genesys Multimedia 7.6 User’s Guide for important information on which
Business Attributes
can be updated and which cannot. See the Universal Routing Business Process User’s Guide for examples of
Business Attribute usage.
Using Business Attributes
In IRD you can use
Business Attributes
in the following objects:
•
The Generic Segmentation object (see
page 339
Business Attributes
when constructing an expression (see
Figure 46
Figure 46: Generic Segmentation Object Using Business Attributes
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Chapter 2: Interaction Routing Designer Objects Using Objects in Strategies
•
The If (see
page 121
) and Assign objects (see
page 113
select
Business Attributes
when constructing an
If statement.
•
page 120
) functions use
Business Attributes
, including the Attach (see
page 384
), Update (see
page 398
UpdateBusinessData (see
page 400
) functions.
•
The MultiAttach Miscellaneous object (
page 131
), where you can attach
Business Attributes
to interactions (see Figure 75 on
page 132
Note:
For more information, see Universal Routing Business Process User’s
Guide. Also see the multimedia routing strategy samples in Universal
Routing 7.6 Strategy Samples.
Using Objects in Strategies
For ease of reference, the sections ahead describe the various strategy building objects in alphabetical order by object category:
Strategy-Building Objects Organization
The remainder of this chapter provides detailed descriptions of the strategybuilding objects listed in
Table 7
Table 7: Strategy-Building Objects
Data and
Services
Objects
Miscellaneous
Objects
Database
Wizard
(page
External
Service
)
Web
Service
Assign
Call
Subroutine
Error
Segmentation
Multimedia
Objects
Acknowledgement
)
Attach
Categories
)
Outbound
Objects
Add
Record
Do Not
Call (
(
Routing
Objects
Default
Force
Routing
(
Autoresponse
(see
Processed
Load
Balancing
(
Redirect E-
)
Segmentation Objects
ANI
)
Voice
Treatment
Objects
Busy
(
Business
)
Classify
)
Cancel Call
(
Collect Digits
(
Ringback
(
98 Universal Routing 7.6
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Table 7: Strategy-Building Objects (Continued)
Data and
Services
Objects
Miscellaneous
Objects
Entry
Multimedia
Objects
Chat
Transcript
)
Outbound
Objects
Resched-
)
Routing
Objects
(Continue
Percentage
(
Exit
Segmentation Objects
(Continued)
Voice
Treatment
Objects
Date
)
Day of Week
(see
Delete User
Announcement
(
Fast Busy
(
Function
)
If
)
Multi-
Assign
)
Multi-
Attach
)
Macro
)
Classify
)
Create Email
Out
)
Create
Interaction
)
Create
Notification
)
Create SMS
)
Update
Record
)
Queue
Interaction
(
Route
Interaction
(
Selection
(
(
(
Service
Level
Statistics
Forward E-
)
Switch-to-
Strategy
(
DNIS
)
Generic
)
Time
)
IVR
(
Music
(
Pause
(
Multi-
Function
)
Identify
MultiScreen
)
Reply E-Mail from External
Resource
)
Workbin
(
Workforce
(
Play
Announceme nt (
Play
Announcement and
Collect Digits
(
Play
Application
(
RAN (play recorded announce.)
(
Record User
Announcement
(
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Chapter 2: Interaction Routing Designer Objects Data and Services
Table 7: Strategy-Building Objects (Continued)
Data and
Services
Objects
Miscellaneous
Objects
Multimedia
Objects
Screen
)
Outbound
Objects
Routing
Objects
(Continue
Send E-Mail
)
Stop
Interaction
Update
Contact (page
Segmentation Objects
(Continued)
Voice
Treatment
Objects
Set Default
Destination
(
Silence
(
Text-to-
Speech
(
Text-to-
Speech and
Collect Digits
(
Verify Digits
(
Note:
In voice strategies, you usually configure a Segmentation object first.
Non-voice routing strategies are different. See Universal Routing 7.6
Strategy Samples for more information.
Data and Services
Clicking the Data and Services icon in the
Routing Design window opens a subtoolbar containing three buttons (see
Figure 47
).
100
Figure 47: Data and Services Buttons
•
The Database Wizard button places an object that you can use to retrieve data from both SQL databases and (through a Custom Server) non-SQL
databases. For more information, see “Database Wizard” on
page 101
Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Data and Services
•
The External Service button enables you to exchange data with third party
(non-Genesys) servers. For more information, see “External Service” on
page 108
.
•
The Web Service button enables you to send requests to a Web Service outside of Genesys and use the results you receive in a routing strategy. For
more information, see “Web Service” on
page 112
Database Wizard
When you place the Database Wizard object in a strategy and double-click it, the Database Wizard launches.
•
You can configure the Database Wizard to retrieve information from a database using a SQL
SELECT statement or by invoking a SQL-stored procedure for standard SQL databases.
•
The Database Wizard can also get information from non-SQL database using a configured Custom Server.
The first wizard dialog box is where you specify whether to use a Database
Server or Custom Server (see
Figure 48
).
Figure 48: Database Wizard, Type of Database Access
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The first wizard dialog box (see
Figure 48
) is also where you select a DB
Access Point/DB Server (see “default_db_server” on
page 539
information) and then specify either a
SELECT statement,
Procedure
, or
Query
(restricted to a
SELECT
page 106
Assume you clicked
Select
followed by the
Next
button.
Note:
Although not shown in the figures ahead, the bottom of the next four wizard dialog boxes contain the following buttons:
Back
,
Next
,
Cancel
,
Help
. The final wizard dialog box adds a
Finish
button.
The second wizard dialog box is where you select the database table and fields
(see
Figure 49
).
Figure 49: Database Wizard, Constructing Select Statement
The next wizard dialog box is where you construct the
SELECT statement (see
Figure 50
).
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Figure 50: Database Wizard, Constructing Where Clause
The next wizard dialog box is where you specify sort criteria (see
Figure 51
Figure 51: Database Wizard, Sort Order
Since the data read from the database must be retained for subsequent use in the strategy, the next wizard dialog box lets you assign data to variables or to
Figure 52
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Chapter 2: Interaction Routing Designer Objects
Assign to variable
Attach to call
Data and Services
Figure 52: Database Wizard, Assigning or Attaching Output
If you assigned the output to a variable, the next wizard dialog box is where you can edit the variable. (see
Figure 53
).
Figure 53: Database Wizard, Assigning Output Value to a Variable
When through in the Database Wizard, click the
Finish
button.
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Warning!
When using the Database Wizard to query a database, the maximum size of a SQL statement created by Database Wizard cannot exceed 1010 bytes.
Possible Error Messages
The following error messages are possible:
•
0001 Unknown Error
— for example, a failure to send the request to DB
Server.
•
0013 Remote Error
—error/unknown message from DB Server.
•
0014 Unknown server
—the specified server is not found or the interaction has no permission to use it.
•
0015 Closed server
.
Database Access Point
If you choose the
Database server
page 101
, you must select the Database Access Point (DAP)
.
DAP is a Configuration Layer object that defines a DB Server together with a database and the connection
parameters for the database. See
page 539
for information about using
_DEFAULT_
. For details about the configuration of a DAP, see Framework 7.6
Configuration Manager Help.
SELECT Statements
The
SELECT
page 103
Wizard contains the name of one or more tables in a relational database and the name of one or more columns in that table. It must also contain one or more
WHERE clauses. (This is the only case of a
SELECT statement that can be directly generated by the Database Wizard.) The
SELECT statement will retrieve the fields from every record in the table that satisfies the
WHERE clause condition.
The
SELECT statement cannot write to a database.
Warning!
Check your
SELECT statement carefully after using the Create
Select SQL Statement dialog box (see Figure 49 on
page 102
wizard can sometimes truncate a Table Access name in the
FROM clause.
Stored Procedures
The
Procedure
page 101
) in the Database Wizard creates a precompiled sequence of SQL statements that retrieve data from
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Chapter 2: Interaction Routing Designer Objects Data and Services and/or write data to a database. It may require one or more arguments that define or limit the data to be retrieved or written.
Query
The
Query
page 101
selected database by allowing you to execute queries before including them in
SELECT statements or stored procedures.
Figure 54
shows the dialog box where you type in the
SELECT statement.
106
Figure 54: Database Wizard Dialog Box for Creating Query
Warning!
Use only a
SELECT statement in a query. Do not use any other commands, such as
CREATE TABLE or
INSERT
. Even though you are able to type in these commands, Genesys does not support such commands (as well as other commands requiring a write to database operation). String constants used in strategies cannot contain quotes. Do not place a space after an equal sign. You cannot use multiple-line SQL statements in Query mode; you must enter SQL statements as single lines.
Tables and Fields
When configuring tables and fields in Configuration Manager that are used in the Database Wizard, be certain to match the names of the tables and fields in the database exactly. These names are case-sensitive.
Note:
The table names and field names in databases are limited to letters, numbers, and underscores and must begin with a letter. Names cannot contain spaces or special characters.
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Custom Server
Custom Server (see Figure 48 on
page 101
) allows URS to retrieve and send
data from a non-SQL database using a custom procedure. The IRD interface for defining a custom procedure is identical to the interface used for a SQL
-
stored procedure.
See the Universal Routing 7.6 Deployment Guide for information on configuring and installing Custom Server and for information on Custom
Server options.
Error Handling
If DB Server or Custom Server shuts down while URS is waiting for a response from one of them, all interactions are routed to the red port of the
Database object. If a backup server is configured, interactions will still be routed to the red port until the backup server is functioning.
Use the Error Segmentation object (see Figure 61 on
page 117
the red port to route interactions in case DB Server or Custom Server shuts down.
Customization for Last Agent Routing
You can customize Universal Routing to supply the identity of the agent who last interacted with a customer, enabling you to route the customer’s next interaction to that agent.
To accomplish this, you need the following:
•
A desktop application with the ability to update the customer contact database with the identity of the last agent to handle the customer.
•
A strategy that includes a lookup in the Universal Contact Server database for the last agent information for the customer and uses that agent as the first routing target.
Note:
Routing an interaction to the last agent who handled a specific customer also requires specifying a reasonable timeout for this agent target. If the timeout expires, you can use a multi-queueing mechanism to queue the interaction to multiple targets.
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External Service
Use in non-voice routing strategies to exchange data with third party (non-
Genesys) servers that use the Genesys Interaction SDK or any other server/application that complies with Interaction Server communication
protocol (see “URS Communication with Interaction Server” on
page 142
).
Note:
In order to use this object, the third party server/application must already be defined in the Configuration Manager
Application folder as a server of type
Third Party Server or
Third Party App
. Before completing the object properties dialog box, you must already know the names of Services, Methods, and Signatures (requested input/output parameters) provided by the external service.
External Service General Tab
Figure 55
shows the
General tab of the
External Service Properties dialog box.
108
Figure 55: External Service Object, General Tab
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Chapter 2: Interaction Routing Designer Objects Data and Services
Use the information in
Table 8
to complete the fields in the
General tab.
Table 8: External Service Object, General Tab
Parameter
Application Type
Application Name
Service
Method
Parameters
Description
Click the down arrow and select either Third Party App or Third Party
Server. In order to select from the complete list of Applications available in your Configuration environment, you must add the following option to
Default section of your IRD Application in Configuration Manager:
Option name: tools_tuneup
Option value: extended
Enter the name of the third party application or server. This must be the same name entered for the server in the Applications folder of
Configuration Manager. IRD provides integrity checking on the name.
Required. Enter the name of the Service defined by the third party server or application for the functionality requested.
Enter the Method defined by the third party server or application.
Click the button to add a new entry:
()
Default Timeout
A row appears under the Key and Value columns.
• Click under the Key column to display a down arrow. Click the down arrow and enter an input parameter name.
• Click under the Value column and enter a value or select the name of the variable that contains the value.
If you change your mind, click the X to delete the row.
Check to use the default of 30 seconds. If not checked, URS uses the
Reconnect Timeout entered for third party server or application in the
Configuration Manager properties dialog box, Server Info tab. In the case of a connection or service request failure, error codes are returned.
External Service Result Tab
Figure 56
shows the
Result tab of the
External Service Properties dialog box.
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Chapter 2: Interaction Routing Designer Objects Data and Services
Figure 56: External Service Object, Result Tab
Use the information in
Table 9
to complete the
Result
Figure 56
the
External Service Properties dialog box.
Table 9: External Service, Result Tab
Parameter
Do not use output value
Attach output value
Description
Click to not use the returned values in any of the ways listed below. URS will ignore the parameters data received from the server.
Default. Click to attach returned values to the interaction.
Assign output value to a variable
Click to assign any returned output values to a variable, which must already
be defined (see “Variables in Objects and Expressions” on page 88 ). URS will
create a string composed of the parameters data and assign this string to the selected variable from the dropdown menu.
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Chapter 2: Interaction Routing Designer Objects Data and Services
Table 9: External Service, Result Tab (Continued)
Parameter
Assign values of the key-value pair
Description
Click to assign values in the returned array of output parameters to a list of
variables (see “Returned Results for the Acknowledgement Object” on page 163
). If you select this option, the Result tab displays the Output Values area.
Output values
Reference Manual
Click the button to add a new entry.
.
A row appears under the Variable and Key from output columns.
• Click under the Variable column to display a down arrow. Click the down arrow and select a variable for storing the output.
• Click under the Key from output column and enter a key to identify the output parameter.
If you change your mind, click the X to delete the row.
Error and Fault Codes
The External Service object transparently sets whatever error code the External
Service or Interaction Server returns. There are also some predefined error codes that Interaction Server returns if there is a problem executing External
Service (see
Table 10
).
Table 10: Predefined Interaction Server Error Codes
Error Code
1
2
Description
Application with specified type “type” not found
Application with specified name “name” not found
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Chapter 2: Interaction Routing Designer Objects Data and Services
Table 10: Predefined Interaction Server Error Codes (Continued)
4
5
Error Code
3
Description
Application with specified type “type” and name
“name” not found
Third party server response timeout
Can’t establish connection to specified application
The External Service object uses the standard third party server fault codes shown in
Table 11
Table 11: External Service Object Fault Codes
7
8
Fault Code
6
9
FaultString Value
Service name is not specified.
Method name is not specified.
Service name -“name” is incorrect.
Method name – “name” is incorrect.
Note:
In the case of an error from T-Server or Interaction Server, use the
GetLastErrorInfo[] function to access the error information (see
page 522
).
Web Service
Use the Web Service object to interact with Web-based applications (Web
Services) outside of Genesys applications. You may wish to do this, for example, if you are using the Gplus Adapter for mySAP Data Access
Component. For information on using this object, see Appendix B, “Web
page 659
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Chapter 2: Interaction Routing Designer Objects Miscellaneous Objects
Miscellaneous Objects
Figure 57
shows the buttons for Miscellaneous objects that appear when you click the Miscellaneous icon.
Figure 57: Miscellaneous Objects Toolbar
Assign
The Assign object gives a value to a variable that has been predefined in the
Variable List
page 89
). The variable can then be
used as a parameter of almost any object.
Figure 58
Assign Properties dialog box when assigning the returned value of the UData function to a variable.
Reference Manual
Figure 58: Assign Properties Dialog Box
For mathmetical symbols allowed in expressions, see
page 87
.
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Chapter 2: Interaction Routing Designer Objects Miscellaneous Objects
Call Subroutine
Note:
Fore more about subroutines, see
page 63
.
Using the Call Subroutine object you can call a subroutine from within a strategy or another subroutine. When you place the Call Subroutine object in a
strategy and open its dialog box, you can select a subroutine.
Figure 59
the dialog box after selecting a subroutine.
114
Figure 59: Call Subroutine Dialog Box
When this object is encountered in a strategy, control of the interaction is
page 63
) called by the object.
Values can be passed between a strategy and a subroutine through input and output parameters. Call Subroutine objects can accept
0
,
1
, or more input parameters and return
0
,
1
, or more output parameters. The number of input parameters do not have to equal the number of output parameters. The number
Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Miscellaneous Objects depends on what values you want passed into and out of the object from the. subroutine. The number of output parameters for the Call Subroutine object
must equal the number of output parameters for the subroutine.
These parameters can be constants, interaction data values, or variables. Their types can be string
, float
, integer
,
Date
,
Time
, or
Day
.
Note:
If a constant name is entered as a parameter that is the same name as a variable, the constant will be interpreted as a variable.
Example of a Call Subroutine Scenario
A strategy assigns the variable
Balance
to a customer’s account balance and the variable
RecentCharges
to the charges recently made. When the subroutine was created, two input parameters and two output parameters were also created. In the Call Subroutine object, the
Balance
variable is assigned to one input parameter and the
RecentCharges variable is assigned to the other.
When a Call Subroutine object is encountered in a strategy, the values for these variables are passed to the subroutine through input parameters. During the subroutine, the values of these variables are added and assigned to a new variable,
NewBalance
. The passed
NewBalance
value may be used to route the interaction. If the interaction is not routed, the
NewBalance
value is passed through an output parameter back to the original strategy.
Important Information on the Call Subroutine Object
•
Variables are specific to the subroutine and cannot be used by other subroutines or strategies, including the strategy that calls the subroutine.
•
When using the Call Subroutine object, be careful that you do not design the subroutine so that it calls the original strategy in which the Call
Subroutine object is located, thus causing an infinite loop.
•
If the subroutine input/output parameters are changed, you must correct and recompile the strategy.
If an interaction is not routed to the default destination in the subroutine, the control of the interaction returns to the original strategy. URS continues applying actions to the interaction based on the objects that follow the Call
Subroutine object.
If an interaction is routed in the subroutine, any object that is capable of generating a
0008
error code (routing done) when placed after the subroutine
(postrouting) will generate the error code
0008
.
The following error messages are possible:
•
0018
—
Unknown object
. If a subroutine call has failed (
018
error), then output parameters are undefined.
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•
0020
—
Error in subroutine
—this error code is reported to the calling strategy after an interaction reaches an Exit object if an error occurs within a subroutine. When this error occurs, the interaction is routed using the red output port on the Call Subroutine object. This error does not explain where the error occurs in the subroutine, only that an error occurred.
Error Segmentation
The error-handling mechanism is embedded within objects whenever applicable. The Error Segmentation object offers an optional connection for further error processing. This object is used by connecting the error (red) output port from another non-segmentation object to the input port of Error
Segmentation. Connecting an object to Error Segmentation overrides standard behavior for a particular error. This enables further processing of errors and prevents the interaction from going to the default destination.
The Error Segmentation object processes error codes generated by functions
Figure 60
shows the properties dialog box dropdown menu where
you can select one of the functions described in Chapter 3, “Interaction
Routing Designer Functions,” on
page 359
116
Figure 60: Error Segmentation Object, Selecting a Function
Figure 61
shows the properties dialog box after selecting the DeliverCall
page 497
) and error
0003 Treatment in progress
page 497
)
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Chapter 2: Interaction Routing Designer Objects Miscellaneous Objects
Reference Manual
Figure 61: Error Segmentation Properties Dialog Box
The possible error codes are listed in the description of each function. For more information, see
Table 12
.
Error Codes
Error codes are made up of an error number and error message. The first four characters of an error code form a digital code. They are followed by a space and an error message, for example,
0013 Remote Error.
Table 12
provides the list of error codes used by IRD and URS.
Table 12: Error Codes
Error Number
-001
-002
0000
0001
0002
0003
Error Message
Timeout
Negative answer
No error
Unknown error
Transfer in progress
Treatment in progress
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Chapter 2: Interaction Routing Designer Objects Miscellaneous Objects
Table 12: Error Codes (Continued)
0018
0019
0020
0021
0022
0013
0014
0015
0017
Error Number
0004
0005
0006
0008
0012
Error Message
Call is on hold
Call is gone
Operation impossible
Routing done
Bad target
Remote error
Unknown server
Closed server
Invalid request
Unknown object
Translation failed
Error in subroutine
Out of resources
No data
If error 0013,
Remote Error
, is returned, you can use the GetLastErrorInfo
object to obtain more information about the error. See “GetLastErrorInfo” on
page 435
for more information.
Note:
page 458
is one of the functions that use the above
error codes.
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Entry
When you create a new strategy or subroutine, IRD automatically places an
Entry object in the upper-left corner of the strategy (see
Figure 62
).
Figure 62: Entry and Exit Objects
The Entry object indicates the starting point of the strategy.
Exit
When you create a new subroutine, IRD automatically places an Exit object in the subroutine in the lower-left corner of the subroutine (see
Figure 62
). The
Exit object is used to terminate the strategy or to return from the subroutine, if any, to the strategy.
Note:
You must use the Exit object in the green port branch of
RequestRedirectCall
. If function SendRequest (
RequestRedirectCall
), the
RedirectCall macro, or the
RedirectCallMakeNotReady macro is used within a strategy, you must end the green port branch of those objects with the Exit object.
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Function
When configuring a Function object, you select one of the functions described
in Chapter 4, “Interaction Routing Designer Functions” on
page 359
If applicable, use the Expression box in the Function object to create an expression, which assigns the function output to a variable.
When you place the Function object in your strategy and double-click it, the
Function Properties dialog box opens.
Figure 63
shows an example completed dialog box.
120
Figure 63: Function Properties Dialog Box
Use the
Function Properties dialog box to select a function and enter values for the parameters of that function. Functions can also be accessed within an expression.
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General Rules for Using the Function Object
Here are some general rules for using the Function object:
•
To specify function parameters, use the
Parameter
-
Value
grid of the
Function object (see
Figure 63
). The grid provides a list of possible parameter values from configuration data (where applicable) and/or a list of variables defined in the strategy. No matter how the parameter value is specified, IRD first considers it as a variable name. If the strategy doesn't have variable with such a name, then the parameter value is considered a constant and IRD automatically appends quotes.
•
You can also use the multi-line edit box to specify/modify function parameters and the function itself. Although this way is more flexible, no automatic help from IRD is provided. In this case, you are responsible for correct syntax; for example: enclosing constants in quotes, etc.
•
Use the
Verify button to check the syntax of an entered expression. IRD will also perform syntax checking when you click the
OK
button and provide a warning message in the case of any syntax errors with the option to fix the error immediately or fix it later.
For an alphabetical summary of available functions, see Table 99, “Interaction
Routing Designer Functions,” on
page 366
. After the alphabetical summary,
the function descriptions in Chapter 3, “Interaction Routing Designer
page 359
are grouped alphabetically by function Type (see
page 120
If
Use the If object properties dialog box to create an If expression.
Figure 64
shows the dialog box after constructing an If statement.
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122
Figure 64: If Expression Properties Dialog Box
You can create expressions using Interaction Data (see
page 69
Business
Attributes
page 94
page 359
).
page 391
for information on returning the media type
assigned by T-Server. See “GetMediaTypeName” on
page 402
on returning the media type name in the Configuration Server database.
Macro
A macro is an object that allows you to combine several actions, functions, and expressions (optional) into one reusable block. It is both a re-usable object and a strategy-building object. You create a macro from one or more IRD objects including their parameters.
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Note:
If you modify the body of a macro you must recompile and resave all strategies that use this macro in order to make those changes take effect in the strategies.
A macro works like a user-defined function. The same object (or set of objects) and/or parameters can be defined once in a macro and can then be repeatedly re-used. Once a macro is defined, you simply place the macro object in a strategy, and select the macro from the list of available macros. You do not have to repeatedly enter the same set of objects and/or parameters. IRD supplies the following predefined macros:
1. ComplexSample
2.
DelimitTargetList
3.
MakeAgentNotReady
4.
RedirectCall
(uses function “SendRequest” on
page 446
)
5.
RedirectCallMakeNotReady
(uses function “SendRequest” on
page 446
)
6.
SimpleSample
Figure 65
shows the predefined macros:
Figure 65: IRD Predefined Macros
If a macro row appears green, this indicates it is used in a strategy.
Understanding the Predefined Macros
In addition to using the SendRequest function (see
page 446
predefined macros also use T-Library functions defined in Voice Platform SDK
7.6 .NET API Reference or Voice Platform SDK 7.6 Java API Reference. You may also wish to consult the Genesys 7 Events and Models Reference Manual.
The IRD macros that use T-Library functions are listed in
Table 13
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Table 13: IRD Macros and T-Library Functions
IRD Macro Name
MakeAgentNotReady
T-Library Function
TAgentSetNotReady
RedirectCall TRedirectCall
RedirectCallMakeNotReady TRedirectCall, TAgentSetNotReady
Open IRD and follow the steps below to review the
MakeAgentNotReady predefined macro.
1. In Macro view, double-click
MakeAgentNotReady
. You will see that
Description
references the T-Library TAgentSetNotReady function (see
Figure 66
).
124
Figure 66: MakeAgentNotReady Macro, General Tab
1. Under
Parameters
, note the queue
parameter. You enter this parameter when you use the macro in a routing strategy.
2.
Click the
Definition tab.
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3.
Note that the macro also uses the IRD SendRequest function (see
Figure 67
).
Reference Manual
Figure 67: MakeAgentNotReady Macro, Definition Tab
page 446
, available for selection in the
IRD Function object (see
page 120
), allows URS to send T-Library
Request messages to T-Server. SendRequest takes two parameters:
Type and
Request
.
Figure 68
shows the IRD Function object with the SendRequest function selected. The
Type dropdown menu lists available T-Library Request message types.
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Chapter 2: Interaction Routing Designer Objects Miscellaneous Objects
126
Figure 68: Function Object Properties Dialog Box For SendRequest
RequestAgentNotReady in
Figure 68
uses the T-Library
TAgentSetNotReady function documented in the Voice Platform SDK 7.6
.NET API Reference or Voice Platform SDK 7.6 Java API Reference.
Similarly, the next function in the dropdown,
RequestAgentReady uses the
T-Library TAgentSetReady function, and so on.
The full expression in the body of the macro is
SendRequest[RequestAgentNotReady, Cat['thisdn:', Dest[], '|21:', queue,'|16:', 6]].
The number 21 maps to
AttributeThisQueue
, which you can find by looking up
TAttribute and locating 21 in the enumerated list of attributes. The number 16 maps to
AttributeAgentWorkMode
, also in the enumerated list. The number 6 can be found by looking up
TAgentWorkMode
, which shows that
AgentWalkAway=6
.
4.
Note the
Macro's body
area in the
Macro Definition
page 125
). To get more detail on the parameters specified after
SendRequest under
Macro’s body
, refer to Voice Platform SDK 7.6 .NET
API Reference or Voice Platform SDK 7.6 Java API Reference,
TAgentSetNotReady function.
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5.
Under
Macro's body
, note the queue
parameter. It maps to the queue parameter defined in the
General
page 124
parameter that the macro user will input. You are prompted for a queue when you place the Macro object in a strategy, open its properties dialog box, and select the
MakeAgentNotReady macro.
Using a Macro
Use
MakeAgentNotReady as follows:
1. In the
Routing Design
page 27
Miscellaneous objects, click the button for the Macro object (see Figure 57 on
page 113
).
2.
Place the Macro object in your strategy.
3.
Double-click to open its properties dialog box.
4.
Select
MakeAgentNotReady
.
5.
Enter a value for the queue
parameter.
6.
Click
Add
, and then
Verify
. The
Expansion
area shows the macro and its parameters (see
Figure 69
).
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Figure 69: Call Macro Properties Dialog Box
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Chapter 2: Interaction Routing Designer Objects Miscellaneous Objects
Simple Versus Complex Macros
The
Definition tab of the
Macro Properties
page 125
) has a
Complex Macro
check box. IRD supplies one predefined complex macro,
ComplexSample
Figure 70
128
Figure 70: ComplexSample Predefined Macro, General Tab
With the exception of
ComplexSample
, all the other predefined macros (see
page 124
) are simple macros. The difference between the two is as follows:
A simple macro is a sequence of actions, one after the other, usually (but not necessarily) performed by IRD objects.
A complex macro uses a condition, which can be defined in Expression
page 84
), to determine whether to perform an action. If the condition is true, an action is performed, such as executing a function call.
When entering the
Macro’s body
area for a complex macro, one option is to cut
and paste from the Expression Builder (see Figure 37 on
page 84
).
•
Separate the condition and the action with a hyphen (-) and a forward angle bracket (>).
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•
Use a pound (#) sign for comments.
Figure 71
shows the
Macro's body
area for the predefined macro,
ComplexSample
.
Reference Manual
Figure 71: ComplexSample Predefined Macro, Definition Tab
Note:
For step-by-step instructions on creating macros, see Universal
Routing 7.6 Interaction Routing Designer Help.
Using Macros to Handle Ring-No-Answer
You can use the
RedirectCall
and
RedirectCallMakeNotReady
macros to handle ring-no-answer situations if your switch hardware and particular Genesys T-
Server supports redirecting calls on ring-no-answer. See the function
page 446
for more informationand well as information on custom macros.
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DelimitTargetList Macro
Note the
DelimitTargetList
page 123
Figure 72
the
General and
Definition tabs for this macro.
Figure 72: DelimitTargetList Macro
The
DelimitTargetList macro allows you to reformat an output list of targets based on replacement parameters that you enter. It provides the ability to specify:
•
A new target list (variable to keep the results of target list reformatting).
•
The old target list (string or variable for comma-separated target list such
as one returned by “SelectTargetsByThreshold” on
page 442
•
The new
Delimiter to be used as separators for each item on the reformatted target list.
•
Start (
Prefix
) and end (
Suffix
) characters to pre-pend and append to each element.
You can use the
DelimitTargetList macro to check/reformat the output returned from a database (without the need to manipulate the output data using
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String functions), or simply to create a properly formatted input target list for another operation.
MultiAssign
The MultiAssign object works like the Assign object. The difference is that with MultiAssign you can assign/edit multiple variables that have been predefined in the
Variable List
page 89
variables can then be used as a parameter of almost any object.
Figure 73
shows the dialog box after assigning a value to a variable.
Figure 73: MultiAssign Properties Dialog Box
MultiAttach
Note:
Also see the Update function and “Attaching Several Key-Value Pairs” on
page 399
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Use this object to request (
RequestAttachUserData
) T-Server to:
•
Attach or update one or more pieces of data to the interaction, such as account or menu selection data that the customer entered via an IVR.
•
Attach the Requested Skill (see Figure 74 on
page 132
page 133
).
Figure 74: MultiAttach Object, Requested Skills Option
•
Attach
Business Attributes
(see
page 94
Service Type
,
Customer Segment
, and
Service Objective
(see
Figure 75
).
132
Figure 75: MultiAttach Properties Dialog Box
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Also see “Business Attributes Option” on
page 134
.
Warning!
You cannot attach
Business Attributes
in a 7.0 Framework environment, which uses
Enumerators
as attributes.
Requested Skills
The MultiAttach object
Requested Skills
page 132
works like this:
•
When the strategy enters the MultiAttach object, URS attaches the
RRequestedSkills key-value list with the specified skill/value pairs.
•
When the call is finally routed, URS checks if there is an
RRequestedSkills list present in the call data. If it is there, URS copies the
RRequestedSkills content into the
RRequestedSkillCombination key-value pair (converting the
RRequestedSkills list into a single string value), and attaches it to the call.
The idea behind this functionality is to first allow attaching the ideal skill set to the call. Then later, if the ideal skill set could not be found, once the call is finally routed, the interaction contains both (1) information about the original desired skill set and (2) the actual skill set used when the call was routed.
You can specify multiple skills and skill levels (see
Figure 76
Figure 76: Requested Skills Attached to Interaction
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Business Attributes Option
The
Business Attributes option in the
MultiAttach Properties dialog box
page 132
Business Attributes to incoming interactions. These attributes can serve as the baseline for a routing decision.
They can also be used to generate reports that focus on business objectives.
The
Business Attributes
that can be attached with this object are:
•
Customer Segment (for example, Gold and Silver customers)
•
Service Type (for example, Sales or Service requests)
•
Service Objective (time objective to service a voice interaction).
The next section discusses the above
Business Attributes
. For information on attaching other
Business Attributes
, see the functions “Attach” on
page 384
page 398
.
Customer Segment
Customer Segment categorizes a customer based on their revenue potential to the enterprise relative to a business line. For example, in the credit card business line, customers are categorized according to their maximum spending limit. This is indicated by whether the customer has a Platinum (high), Gold
(medium), or Bronze (low) credit card.
A customer can belong to one or multiple Customer Segments depending on the value against which they are being measured.
For example, in the banking industry with multiple business lines, a customer can belong to the most highly valued Customer Segment
(platinum) when their credit worthiness is being measured.
However, the same customer can belong to a lower Customer Segment
(bronze) if measured as a total asset to the bank. This can happen if the customer does not conduct any other business with the bank, such as securing a mortgage or obtaining a loan.
From reporting perspective, the Customer Segment value of an interaction can change over time depending on how many times the interaction is transferred between business departments.
Service Type
Service Type describes what service a customer is requesting at a particular moment in time. For example, an IVR system may have the customer select
“1” for Loan, “2” for Investment or “3” for Information. Loan, Investment, and
Information are all Service Types. The exact value for each Service Type is defined in Configuration Manager.
A contact center can use Service Type to categorize interactions according to their product or service offerings. If it is possible for an interaction to request multiple Service Types, a contact center can combine both to represent the interaction. Examples:
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TechSupport_DSLResidential, TechSupport_DSLCommercial.
Service Objective
In general, Service Objective is the time objective to service a voice interaction. During deployment, and as an ongoing maintenance activity based on customer needs, the contact center defines a Service Objective for each combination of Customer Segment, Service Type, and Media Type.
•
For voice interactions, the Service Objective is called “answering
objective. It is the target time for the voice call to be answered by a live agent. “Answered” refers to the necessary action taken by the agent to start talking to the customer. Answering objectives for voice interactions are defined in terms of seconds and minutes.
•
For e-mail interactions, Service Objective is called response objective, which is the target time for responding to the interaction. The term respond refers to the necessary action taken by the agent to send an e-mail reply or complete the interaction. Response objectives for asynchronous interactions are defined in terms of minutes, hours, or days.
Assigning Business Attributes
When the
Business Attributes
radio button (see Figure 75 on
page 132
) is selected,
Attribute
and
Value
columns appear. Click the down arrow to bring up the
Key dialog box. Here you can keep the attribute in the
Type
field or select
Variable
. Values for Customer Segment, Service Type, and Media Type are predefined in Configuration Manager under
Business Attributes
. See
“The Interaction Design Window” on
page 94
Using Configuration Manager
Objective Tables
(under
Tenant
), you have the option of defining baseline Service Objectives for various combinations of
Media Type, Service Type, and Customer Segment (see
Figure 77
).
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136
Figure 77: Objective Table Object in Configuration Manager
You then have the option of using the predefined baseline service objective or overriding it in the
MultiAttach Properties
page 132
).
In the example in Figure 77 on
page 136
, if the customer calling in (voice
Media Type) requests an account settlement Service Type (through an IVR via
Caller Entered Digits attached by T-Server to the
EventRouteRequest
), and the customer belongs to the Gold Customer Segment (which can be determined by the strategy using a database lookup on the customer-entered account number), the service objective can then be used for routing.
For additional information on
Business Attributes
and service objectives, see the following functions:
•
page 391
•
GetServiceType (see
page 392
)
•
page 391
•
page 408
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MultiFunction
The MultiFunction object allows you specify multiple functions in one IRD object and gives the option of writing the output to a variable. In contrast, the
Function object (see
page 120
) allows only a single function.
You can use the MultiFunction object when implementing a Share Agent by
Service Level Agreement (SLA) routing solution as described in the Universal
Routing 7.6 Routing Application Configuration Guide. This type of routing solution enables a business user that manages multiple business lines to define the triggering conditions and constraints that allow agents to be shared among business lines.
SetTargetThreshold
As described in the above guide, one method for implementing an SLA solution involves associating borrowing and lending conditions (contained in an expression) with targets via strategy function SetTargetThreshold (see
page 517
)
For example, assume that under certain conditions, agents serving VISA card customers can borrow agents from two other business lines, such as agents serving MC customers or agents serving DISCOVERY card customers. The conditions that must be met include both:
1. Borrowing conditions (example: when there are a certain number of interactions waiting in the queue for VISA card agents to handle) and
2.
Lending conditions (example: conditions that will allow agents service the
MC or DISCOVERY business lines to service VISA customers without negatively impacting their own business line).
By using the SetTargetThreshold twice in MultiFunction object, you can specify the borrowing/lending conditions for the two agent groups that VISA can potentially borrow from.
1. VISA’s borrowing/lending conditions that apply to the MC agent group and
2.
VISA’s borrowing/lending conditions that apply to the DISCOVERY agent group.
3.
Figure 78
shows an example properties dialog box for the MultiFunction object that specifies the above two conditions.
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VISA Borrowing Conditions/MC Lending Conditions
VISA Borrowing Conditions/DISCOVERY Lending Conditions
Figure 78: Multi Function Object Properties Dialog Box
Figure 78
•
You can write the output of the function to a variable (although in this example,
Variable is not used).
Under
Function
, the MultiFunction properties dialog box shows the function and associated parameters previously entered in the
Function Properties dialog box (see
Figure 79
), which opens when you click the down arrow in the
MultiFunction Properties dialog box (
Figure 78
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Target parameter
Expression parameter
Miscellaneous Objects
Figure 79: Function Properties Dialog Box
The top of the properties dialog box in
Figure 79
shows that function
SetTargetThreshold was selected.
Note:
Only if the expression is resolved to a not zero (0) value can the interaction be routed to the target.
For more information, see the chapter on Share Agent by Service Level
Agreement in the Universal Routing 7.6 Routing Application Configuration
Guide.
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Multimedia Objects
You can use the Multimedia objects (see Figure 34 on
page 77
) when creating strategies that will be called by a business process.
Business Processes
A business process, executed by Genesys Multimedia’s Interaction Server, is a series of strategies and queues connected in a logical way to form a workflow that directs the handling of multimedia interactions.
An interaction is initially placed into an inbound queue. It is then taken out of the queue and submitted to a routing strategy. The routing strategy eventually routes the interaction to a target, but not necessarily the final target. The target processes the interaction and places it into another queue. This continues until processing is stopped or the interaction reaches some final (outbound) queue.
During its lifetime, an interaction may undergo various types of automated processing as well as handling by agents, supervisors, and QA. It may be submitted to different routing strategies and be pulled out of/placed into various queues a number of times. Developers create business process objects in IRD’s
Interaction Design
Figure 80
business process in IRD’s
Interaction Design window.
Strategy-Linked Node
Queue
Submitter
Routing Strategy
View
Figure 80: Example Business Process in IRD’s Interaction Design Window
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Note:
For information on business process components, see the Universal
Routing Business Process User’s Guide.
In summary, routing strategies used in business processes function much like
“stepping stones” between queues. A single business process can connect multiple routing strategies.
Interaction Design Objects
'In addition to strategies used as single objects in the
Interaction Design window, there are some other objects that you can create and use there. These include:
•
Queues
•
Media Servers
•
Endpoints
•
Submitters
•
Views
•
Workbins
For information about these objects, as well as how to use endpoints in the
Interaction Design
window to connect a media server to an inbound queue in an interaction workflow, see the Interaction Workflow Design section of the
Universal Routing 7.6 Interaction Routing Designer Help and the Universal
Routing Business Process User’s Guide.
About Genesys Queues
Genesys software maintains both interaction and virtual queues.
•
A queue in a business process executed by Interaction Server is called an
interaction queue in this document. Business process developers use IRD’s
Interaction Design
window to create interaction queues (Queue objects).
Once configured, interactions (such as e-mails and chats) are selected and extracted using View objects and submitted to Strategy objects that send them to another interaction queue or a target (such as an agent, workbin, or server). The definition of an interaction queue defined is stored as a
Script object in the Configuration Database.
•
All interactions submitted to URS are placed in virtual queues. A virtual queue is not a physical queue but rather a logical queue to which all interactions are queued if the specified targets in the Routing objects
within a routing strategy are not available. See “Virtual Queues in Routing
page 316
for more information.
Just as a business process keeps all its interactions in interaction queues,
URS keeps all its interactions in virtual queues (its Connections list c
an have many different T-Servers). URS communicates with Interaction
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Server about e-mail, chat, and open media types of interactions, and with voice T-Server about voice calls.
Interactions
sent to URS from
Interaction Server are returned to Interaction Server if the target is unavailable.
•
In addition to interaction and virtual queues, there are also
ACDQueue routing target objects. However, the term queue, as used in this e-mail processing section, refers to an interaction queue.
•
page 307
Note:
E-mail Server Java must specify an interaction queue’s
Script name in order for Interaction Server to correctly an handle ann interaction. A queue’s
Script name and its displayed (decorative) name in the
Interaction Design
page 140
Always use the value in the
Interaction Queue properties dialog box,
Script Name field. Open this dialog box by right-clicking the Queue object in the
Interaction Design window and selecting
Properties of
.
Otherwise, if the E-mail Server Java options default-inbound-queue or default-outbound-queue are set to the queue’s display name,
Interaction Server can’t handle the interaction
URS Communication with Interaction Server
Using a subset of T-Server protocol, Interaction Server communicates with
URS, which executes the logic of a business process consisting of various queues, views, and strategies. All messages from URS to Interaction Server start with
Request.
All messages from Interaction Server to URS start with
Event
. The basic message set is shown in
Table 14
Table 14: Basic URS/Interaction Server
Name Direction Comment
EventRouteRequest from Interaction Server to URS
RequestRouteCall from URS to Interaction
Server
Ask URS to find appropriate target (Place, Agent, …) for given interaction
Provide Interaction Server with target information for a given interaction
EventRouteUsed from Interaction Server to URS
Report to URS about successful processing or command to cancel strategy execution for this interaction (ReferenceID = 0)
Using a subset of T-Server protocol, InteractionI Server communicates with
URS when executing the logic of a business process, which consists of various queues and routing strategies.
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RequestUpdateUserData, RequestAttachUserData, RequestDeletePair,
RequestDeletePair, RequestDistributeEvent for
EventQueued,
EventDiverted, EventPartyAdded, EventPartyRemoved,
and
EventAbandoned
are supported.
The following message types for third party servers (such as Universal Contact
Server and E-mail Server Java) are also supported:
Table 15: URS/Interaction Server Request and Event Messages
Name or Request/Event
Request3rdServer
Event3rdServerResponse
Event3rdServerFault
Direction
from URS to
Interaction Server
Comment
Send to Interaction Server request for
3rd-party server operation from Interaction Server to URS
Returns results of 3rd-party server operation from Interaction Server to URS
Supply error information about 3rdparty server operation failure
You can use these messages in the log file when diagnosing strategy or routing problems. For more information, see Multimedia 7.6 Open Media Interaction
Model. It has examples of basic scenarios involving messaging between
Interaction Server and other components, including URS.
User Data
Since Interaction Server uses T-Library protocol to communicate with URS, all of the interaction properties are presented to URS in a
UserData
property of the
T-Event structure. Here is a sample of part of an
EventRouteRequest
message that provides interaction data to URS:
17:05:21.462 Trc 24102 Sending to router: universal_router_showtime:
'EventRouteRequest' message:
AttributeExtensions [bstr] = TKVList:
'STRATEGY_ID' [str] = "strategy_first"
AttributeThisQueue [str] = "asl_strategy_first"
AttributeThisDN [str] = "asl_strategy_first"
AttributeCallType [int] = 0
AttributeCallID [int] = 3829
AttributeMediaType [int] = -1
AttributeConnID [long] =
AttributeCustomerID [str] = "Genesys"
AttributeUserData [bstr] = TKVList:
'AccountBalance' [int] = 0
'CustomNumber2' [int] = 0
'CustomNumber3' [int] = 0
'Priority' [int] = 0
'ServiceObjective' [int] = 0
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'InteractionId' [str] = "tst00004e20"
'TenantId' [int] = 101
'MediaType' [str] = "email"
'InteractionType' [str] = "Inbound"
'InteractionSubtype' [str] = "InboundNew"
'InteractionState' [int] = 1
'IsOnline' [int] = 0
'IsLocked' [int] = 0
'Queue' [str] = "queue_first"
'SubmittedBy' [str] = "Workflow Engine Tester"
'ReceivedAt' [str] = "2004-04-14T22:10:35Z"
'SubmittedAt' [str] = "2004-04-14T22:10:34Z"
'DeliveredAt' [str] = "2004-04-26T23:30:02Z"
'PlacedInQueueAt' [str] = "2004-04-23T18:04:10Z"
Strategy-Building Objects For Business Processes
Strategy-building objects used inside strategies called by business processes are located:
•
In the Data and Services object toolbar.
•
In the Multimedia objects toolbar, as described in Table 16 on
page 147
.
•
In the Outbound objects toolbar (see Figure 133 on
page 257
•
In the Segmentation objects toolbar (see Figure 168 on
page 331
). With the exception of the DNIS and ANI objects, all other Segmentation objects can be used for multimedia routing strategies. Use the Classify and Screen
Segmentation objects for text-based routing strategies only.
•
In the Routing objects toolbar (see Figure 139 on
page 274
Route Interaction, Queue Interaction, and Workbin objects for multimedia routing strategies. Use all other objects for routing voice interactions.
•
In the Miscellaneous objects toolbar (see Figure 57 on
page 113
), all objects can be used for multimedia routing strategies.
The Voice Treatment objects (see Figure 185 on
page 342
) are used only in voice interactions.
For information on objects used outside of strategies in IRD’s
Interaction
Design window, such as the Media Server object, see the Interaction Workflow section of the Universal Routing 7.6 Interaction Designer Help.
Strategy-Linked Nodes
When a routing strategy is used in a business process (see
page 140
IRD objects used in the strategy cause strategy-linked nodes to automatically
appear in the workflow (see Figure 80 on
page 140
).
The following example shows how strategy-linked nodes automatically appear in a business process:
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1. An e-mail routing strategy is using the Route Interaction object (see
Figure
81
Figure 81: Example Routing Strategy With Route Interaction Object
2.
The
Interaction Queue tab in the
Route Interaction Properties dialog
Figure 82
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Figure 82: Interaction Queue Tab for Route Interaction Object
3.
The
Target Selection tab in the
Route Interaction Properties dialog
Figure 83
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Figure 83: Target Selection Tab for Route Interaction Object
When you use the
Process ABC
e-mail routing strategy shown in Figure 81 on
page 145
in a business process, agent target, queue, and stop nodes
automatically flow out the right side of the strategy (see
Figure 84
Figure 84: Strategy-Linked Nodes in a Business Process
•
The agent strategy-linked node (
E-mail distribution
) reflects the agent group specified in the
Target Selection tab of the Route Interaction object
page 146
•
The queue strategy-linked node (
Outbound queue
) reflects the queue specified under
Queue For New Interaction
in the
Interaction Queue tab
of the Route Interaction object (see Figure 82 on
page 145
•
The stop strategy-linked node (
Stop
) reflects the
Stop Processing(_
entry under
Queue for Existing Interaction
in the
Interaction Queue tab of
the Route Interaction object (see Figure 82 on
page 145
). A stop node also appears in a business process when the Stop Interaction object (see
page 249
) is used in a strategy.
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Table 16
indicates if strategy-linked nodes appear for a Multimedia object.
Summary of Multimedia Objects
Table 16
summarizes the Multimedia objects in alphabetical order, as well as some additional objects used for multimedia interaction processing. Detailed descriptions of each object follow in the pages ahead.
Table 16: Summary of Multimedia Objects
Name
Acknowledgement
(
Attach Categories
(
Autoresponse
(
Purpose Strategy-Linked
Nodes
Use to generate (but not send) an acknowledgement email using text from your Standard Response library explaining that the customer’s message (in any textbased format, including fax or SMS) has been received and will be answered by an agent.
The Acknowledgement object has two methods for getting text for the acknowledgement e-mail.
1. URS automatically selects Standard Response text based upon the category specified by the Classify object and placed in the interaction’s User Data.
2. You can select a Standard Response. You are presented with a tree of categories and associated
Standard Responses that have been configured in
Configuration Manager.
Enables you to manually emulate the results of the
Classify object’s request to Classification Server to attach classification categories to an interaction.
When Operation
Mode is E-Mail or
Open Media (see
), generates server and queue nodes in a business process
.
Use to generate (but not send) an e-mail with Standard
Response text. Use the Send E-Mail object to send this message after it has been created.
The Autoresponse object uses one of two methods for selecting a Standard Response.
1. URS automatically selects Standard Response text based upon the category specified by the Classify object and placed in the interaction’s User Data.
2. You can select a Standard Response. You are presented with a tree of categories and associated
Standard Responses that appear in Configuration
Manager.
When Operation
Mode is E-Mail or
Open Media (see
), generates server and queue nodes in a business process
.
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Table 16: Summary of Multimedia Objects (Continued)
Name Purpose
(
(
Chat Transcript
Classify (
Note: There is also a Classify
Segmentation object
(
Use to request Classification Server to assign one or more categories to an interaction. The categories can then be used to select a Standard Response, as well as for routing or reporting.
Requires that you specify a Classification Server.
The input parameters include the minimum relevancy each category must have in order for Classification
Server to consider an interaction as belonging to that category (threshold). Parameters also specify whether to analyze only for the parent categories set up in
Configuration Manger or both parent and child categories.
Create Interaction
(
Use to generate (but not send) an e-mail with the customer’s chat transcript attached using text from your
Standard Response library.
Use the Send E-Mail object to send this message after it has been created.
Create Email Out
Use to have URS request that an interaction record be created in the UCS Database. If the customer contact associated with the interaction is not found, this object can create new contact in the database.
Use to create a new outbound e-mail from a strategy.
This outbound e-mail is sent via an E-mail Server Java, that has been specifically configured to handle Open
Media interactions.
Use the Send E-Mail object to send this message after it has been created.
Strategy-Linked
Nodes
Generates server and queue nodes in a business process (see
).
Generates server and queue nodes in a business process.
Create Notification
(
Use to create a new outbound e-mail from a strategy.
This e-mail can contain information requested by a customer or can direct the customer to a URL where the information is located.
This outbound e-mail is sent via an E-mail Server Java, that has been specifically configured to handle Open
Media interactions.
Use the Send E-Mail object to send this message after it has been created.
Generates server and queue nodes in a business process.
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Table 16: Summary of Multimedia Objects (Continued)
Name
Create SMS
(
Forward E-Mail
(
Identify Contact
(
MultiScreen
(
Queue Interaction
(
(this object is located in the
Routing objects toolbar)
Purpose Strategy-Linked
Nodes
Use to create a new outbound e-mail message in a format designed to be sent by a specially configured E-Mail
Server Java to SMS-ready targets such as cell phones via an E-Mail-to-SMS gateway.
Use the Send E-Mail object to send this message after it has been created.
Generates server and queue nodes in a business process.
Use to generate (but not send) an incoming message to an external resource with the expectation of getting a response back. Allows you to select a Standard
Response.
Use the Send E-Mail object to send this message after it has been created.
Use to locate one or more contacts in the UCS Database with attributes that match data attached to the interaction. If you choose to match one unique contact, if
UCS locates it, it returns all stored data concerning that contact.
You can also choose to have UCS create a new contact if no existing contact matches the attached data.
This object requires you to specify a Contact Server.
Use to request Classification Server to screen text-based interactions for certain words or patterns of words using multiple rules set up in Knowledge Manager.
You can choose to return Screening Rule identifiers
(associated with categories in Knowledge Manager), or categories (associated with Standard Responses in
Knowledge Manager), matched pairs, or all of the above.
Requires that you name the Classification Server used for screening as well as a language and a Screening Rule.
Generates server and queue nodes in a business process.
Generates a message from URS to Interaction Server to place the interaction back into an interaction queue.
Requires you to specify an interaction queue. Queues configured in the Interaction Design window are listed for selection.
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Table 16: Summary of Multimedia Objects (Continued)
Name Purpose Strategy-Linked
Nodes
(
Redirect E-Mail
Reply E-Mail from
External Resource
(
Use to generate (but not send) an incoming message to an external resource (which can be another agent such as an “expert” or an e-mail server) without expecting a response or any further processing.
Use the Send E-Mail object to send this message after it has been created.
Generates server and queue nodes in a business process.
Takes an External Resource Reply inbound e-mail as input, extracts the external resource reply text from it, creates a Customer Reply outbound e-mail, and submits the e-mail to Interaction Server.
Generates server and queue nodes in a business process.
(
Route Interaction
(This object is located in the
Routing objects toolbar)
Routes an interaction to a specified target type (Agent,
AgentGroup, Campaign Group, Place, PlaceGroup,
Variable or Skill expression).
You can select interaction queues for Existing and New interactions (optional). The interaction queues that have been configured in the Interaction Design window appear for selection.
Send to a New interaction queue as an escalation mechanism in order to increase interaction priority in the queue.
You can also select the Stop Processing queue. This queue is predefined in Configuration Manager.
Generates a queue node in a business process. If any type of target is specified generates a target node in a business process.
Screen (
Use to request Classification Server to screen text-based interactions for certain words or patterns of words using a Screening Rule set up in Knowledge Manager.
Requires that you specify the Classification Server used for screening as well as a language and a Screening Rule.
Send E-Mail
(
Use to send an e-mail that is waiting in an interaction queue to a customer or another agent. This e-mail can be the final e-mail response or an e-mail generated with the
Acknowledgement, Autoresponse, Chat Transcript,
Forward E-Mail, Create Email Out, Create Notification, or Redirect E-Mail object.
You can specify an E-mail Server Java to send the email.
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Table 16: Summary of Multimedia Objects (Continued)
Name
Stop Interaction
(
Update Contact
(
Purpose Strategy-Linked
Nodes
Sends a stop interaction request to Interaction Server.
Requires a Reason Code.
Optionally, you can also have it notify UCS or a third party server (through Interaction Server) that processing has stopped for a particular strategy within a business process
.
If you select the Delete check box, the interaction will be deleted from the UCS Database.
Generates a stop node in a business process
.
Use to create new contact attributes or to update existing ones.
Requires that you specify a Contact Server and
(optionally) parameters.
(This object is located in the
Routing objects toolbar)
Use to route an interaction to a storage area associated with an Agent, Agent Group, Place or Place Group. For example, an Agent Workbin may hold draft e-mail responses. Workbins are created in the Interaction
Design window.
Finishing a Routing Strategy
Always finish a non-voice routing strategy used in a business process with one of the following routing objects: Stop Interaction (see
page 249
), Queue
Interaction (see
page 282
page 284
page 307
).
This section now continues with a discussion of each Multimedia object.
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Acknowledgement
Use the Acknowledgement object to request E-mail Server Java to use text from your Standard Response library to generate (but not send) an acknowledgement e-mail indicating that the customer’s message has been received. The Standard Response may also indicate that the customer’s message will be answered by an agent.
Different Acknowledgement receipts can be used in different situations. For example, one receipt can be written for nights and weekends; another can be written for holidays; another can be written when there is a long queue of interactions to be handled (including when there is a backlog of messages in the media server).
Note:
You should not use an Acknowledgement object if you already used an
Autoresponse object to create a response to the customer’s message.
Configuring the Acknowledgement General Tab
The Acknowledgement object has three operation modes: Email, Open Media,
and 6.x Compatible (see “6.x Compatible Operation Mode” on
page 166
).
Figure 85
shows the
General tab of the
Acknowledgement Receipt Properties dialog box with the
Open Media mode selected.
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Figure 85: Acknowledgement Object, General Tab
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The Email and Open Media modes use a tree viewer to represent pre-written
Standard Responses (see
Figure 86
Figure 86: Tree Viewer for Acknowledgement Standard Responses
Standard response display names carry over from Knowledge Manager. These names appear in Configuration Manager in the
Business Attributes >
Category Structure
Figure 87
Figure 87: Category Structure Folder in Configuration Manager
Strategy-Linked Nodes from an Acknowledgement Object
When a routing strategy in a business process uses the Acknowledgement object, the specified E-mail Server Java and interaction Output queue (see
page 152
) for the acknowledgement e-mail appear as strategy-
linked nodes (as shown in the Acknowledge and Outbound e-mails objects in
Figure 88
).
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Figure 88: E-mail Server Java and Output Queue in a Business Process
Table 17
General tab of the
Acknowledgement Receipt Properties dialog box in
Email or
Open
Media mode.
Table 17: Acknowledgement Properties
Parameter
Operation mode E-Mail
Operation mode Open
Media
E-mail Server
Output queue
Description
Select if this acknowledgement will be sent by a standard instance of E-
Mail Server Java.
Select if this acknowledgement will be sent by an E-Mail Server Java modified to handle Open Media interactions.
Click the down arrow and select the Application name in Configuration
Manager for the E-mail Server Java to be notified.
• You can leave this field empty. If empty, Interaction Server uses the first available E-mail Server Java named in its Connections list.
Required. Click in the Output queue text box to expand the business processes. Select the interaction queue where E-mail Server Java should place the acknowledgement e-mail.
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Table 17: Acknowledgement Properties (Continued)
Parameter Description
Get standard response from
UserData
If this button is clicked on, the Select Standard Response button is disabled and vice-versa.
Uses the classification codes returned by the Classify object and stored in the interaction UserData to get a Standard Response.
• To use this field, the following key must be present in the interaction
User Data: CategoryId. If SRLid and CtgId in the Request message and CategoryId in UserData are null, then an error is generated and the interaction goes out the Error port.
• Note: If you select this option instead of the alternative, Select
Standard Response from User Data, you cannot use the Field codes functionality described below.
Select standard response or category
Use this option to select a Standard Response (such as cookery in
) or category (such as Bobs_Books or books in
) to indicate the pre-written text to be included in the acknowledgement e-mail to the customer. Standard responses are initially defined in Knowledge Manager, stored in the UCS Database, then carried over to Configuration Manager. For more information on
Standard Responses, see the Multimedia 7.6 User’s Guide.
Notes:
• If you select this option, you can use the Field codes functionality described below (if the selected Standard Response contains one or more field code custom variables).
Address (Open Media mode only)
Include original message into reply
Select whether to take the address to which the acknowledgement should be sent from user data attached to the interaction or from the customer’s profile stored in the UCS Database.
If you choose to take the address from the database, you must place the
Identify Contact object in the strategy before the Acknowledgement
object. For information on the Identify Contact object, see “Identify
Note: This pane does not appear in E-Mail mode.
Select the check box if the Acknowledgement e-mail should attach the original message.
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Table 17: Acknowledgement Properties (Continued)
Parameter
Do not thread
Field codes
Description
If this box is checked, it creates a new entry in the UCS Database that is not part of the original thread.
You can use this pane to assign values to any Field Code Custom
Variables that may have been associated with the Standard Response in
Knowledge Manager. See the Multimedia 7.6 User’s Guide for more information on field codes.
To assign field code values, click the new item button ( ). A new row appears under the Key and Value headings. Under Key, existing Field
Code Custom Variables associated with the response appear for selection. Under Value, any existing strategy variables display for selection. Use the information in the
section below to edit the values.
Note: You can also manually enter field code keys and values.
Field Codes and Custom Variables
Both field codes and custom variables are defined in Knowledge Manager, as described in the Multimedia 7.6 User’s Guide.
Field codes are used to personalize Standard Responses. For example, your
Standard Response might read:
Dear <$Contact.FirstName$>,
…
<$Agent.Signature$>
There are two field codes in this response. When an agent inserts this response into an e-mail, the first field code,
<$Contact.FirstName$>
, is replaced by the contact’s first name as it appears in the UCS Database. The second field code,
<$Agent.Signature$>
, is replaced by the agent’s signature as it appears in
Configuration Manager.
Figure 89
shows the Knowledge Manager
Edit Standard Response dialog box with a Standard Response that uses field codes.
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Figure 89: Knowledge Manager Standard Response With Field Codes
Field codes can also consist of custom variables, which can further particularize a Standard Response.
The Knowledge Manager
Edit Field Code dialog box is where you define custom variable names. The dialog box shown in
Figure 90
has one custom variable defined,
Query_Topic
.
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Figure 90: Knowledge Manager Edit Field Code Dialog Box
You can use the
Field codes
area in the
E-mail Acknowledgement Receipt
Properties
page 152
) to further particularize a response by assigning strings to custom variables associated with field codes in
Knowledge Manager.
Example of Custom Variable Usage
In Knowledge Manager, you configured a custom variable called
WesternAgentGroup
. You use this custom variable in a field code and then use that field code in a Standard Response that is subsequently selected in the
General tab of the Acknowledgement object.
To use it:
◆
In the Acknowledgement object, enter
WesternAgentGroup
under
Key
and
Hello you have reached the western agent group. Welcome. under
Value
in the Field codes pane (see Figure 85 on
page 152
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The
WesternAgentGroup
variable is replaced by the string
Hello you have reached the western agent group. Welcome.
in the acknowledgement e-mail message.
Configuring the Acknowledgement Format Tab
You can customize the To, From, and Subject areas in the e-mail to the customer.
Note:
The Acknowledgement, Autoresponse, and Reply E-Mail From
External Resource objects use the same
Format tab.
Figure 91
shows the
Format tab in the
Acknowledgement Receipt Properties dialog box with
Custom selected.
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Figure 91: Acknowledgement Object Format Tab
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Use the information in
Table 18
to complete the fields in the
Format tab.
Table 18: Format Tab
Parameter
Reply
Reply to All
Custom
To:
Original E-mail From
To:
Original E-mail To
(All to)
Add
From:
Original E-mail To
Pop Client
Cc:
Original E-mail Cc
Description
Select to indicate whether the acknowledgement should be sent to all addresses contained in the original message (
Reply to All
) or just the sender
(
Reply
).
If applicable, select to add addresses to the acknowledgement. If you select
Custom, the first two
Add buttons on the right side of the dialog box are enabled.
Note: When generating the acknowledgement, E-mail Server Java overrides the default-from-address
setting configured in the server’s Application object in the following circumstances:
• If the Custom check box in the Format tab is cleared.
• If the Custom check box in the Format tab is selected, but the From dropdown box is empty and the From check box is cleared.
If applicable, select to add addresses contained in the original message
From area to the
To area in the acknowledgement. This action enables the first Add button, which you must click to open a dialog box for selection of addresses
Figure 92
). You can select from a list or you can use the content of a
variable.
Select to add addresses contained in the original message
To area to the
To area in the acknowledgement. This action enables the second Add button, which you must click to open a dialog box for selection of addresses (see
Figure 92
). You can selected from a list use the content of a variable.
Click to add addresses. This action opens the dialog box shown in
Figure 92
where you can add addresses.
Clear this check box to select an address for the
From area of the acknowledgement. Addresses in the drop-down list were previously entered as E-mail Accounts under Business Attributes in Configuration Manager (see
page 96
).
Select to add addresses contained in the original message
Cc area to the
Cc area of the acknowledgement. This action enables the second Add button, which you must click to open a dialog box for selection of addresses to which the acknowledgement will be copied (see
Figure 92
). You can selected from a list or use the content of a variable.
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Table 18: Format Tab (Continued)
Parameter
Exclude these addresses:
Subject
Use from SRL
Enter addresses to exclude or click Add to select addresses to exclude (see
Figure 92
)
. Can contain a comma-separated list of domains, aliases, variables, and e-mail addresses.
Description
Select to have the acknowledgement use the Subject from the Standard
Response Library response. Clear the checkbox to enter a subject in the
Subject text box.
Figure 92
shows the dialog box that opens when you click the
Add button in the
Format tab.
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Figure 92: Select Addresses Dialog Box
Use the information in
Table 19
to complete the
Select Addresses dialog box.
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Table 19: Select Addresses Dialog Box
Parameter
Variable
Add
Description
Click the E-mail radio button and select one or more addresses or domain names from the list. All the addresses and domain names are configured as E-
mail Accounts Business Attributes in Configuration Manager (see Figure 45 on page 96 ).
Select the variable radio button to select from available variables.
Click Add to close the dialog box and return to the Format tab (see Figure 91 on page 159
).
Configuring the Result Tab
Note:
IRD uses the same
Result tab for the Acknowledgement,
Autoresponse, Chat Transcript, Classify, Create Email Out, Create
Interaction, Create Notification, Create SMS, External Service,
Identify Contact, MultiScreen, and Screen objects. Some options do
not apply to all objects. Table 74 on
page 255
lists each object and indicates when an option does not apply.
Figure 93
shows the
Result tab in the
Acknowledgement Receipt Properties dialog box with
Assign values of the key-value pairs
selected.
162
Figure 93: Acknowledgement Object, Result Tab
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Use the information in
Table 20
to complete the
Result t
page 162
) in the
Acknowledgement Receipt Properties dialog box.
Table 20: Acknowledgement Result Tab
Parameter
Do not use output value
Attach output value
Select this option to have URS disregard parameters data received from the server.
Description
Assign output value to a variable
Select to assign returned output values to a variable. The variable must
already be created (see “Variables in Objects and Expressions” on page 88
).
URS creates a string composed of the parameters data in the form of key1:value1|key2:value2| ……|keyN:valueN and assigns this string to the selected variable.
Assign values of the key-value pair
Select to assign values in the returned array to a list of variables (see section on Returned Results). If you select this option, the Result tab activates the
Output Values pane shown in
.
Output values
Selected by default. Select to attach returned values to the interaction User
Data in the form of key-value pairs.
Click the add item button ( ) and select a variable and the key from the output to indicate the value to assign to the variable.
Returned Results for the Acknowledgement Object
The results returned will be either an
Event3rdServerResponse
message or an
Event3rdServerFault
message (see
Table 22
The content of the
Event3rdServerResponse
message is shown in
Table 21
:
Table 21: Acknowledgement Object Returned Results
Key Description
NewInteractionId The interaction ID of the new outbound e-mail.
SrlId Global unique Standard Response identifier if it was found and used.
Fault messages use the fault codes shown in
Table 22
:
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Table 22: Acknowledgement Object Fault Codes
FaultCode value
103
FaultString value Description
104
105
106
107
108
109
201
202
203
204
502
Action
Standard response
<SR_name> found
not found
No Standard Response found in database
No text found in Standard
Response
<SR_name>
No ‘From/To’ address
Too many ‘From/To’ addresses found
‘incorrect name’. Invalid
‘address’
Standard response
<SR_name>
validity period
‘not yet started/expired’
This Standard Response does not exist in the database.
Exit from strategy
Exit from strategy The database has no
Standard Responses in it
The Standard Response exists but it contains no text
Exit from strategy
Either the From or the To address is missing
Either the From or the To field (or both) contain too many addresses
Exit from strategy
Exit from strategy
The address or the domain is invalid
Exit from strategy
The period during which the specified Standard Response is valid has not started or has ended
Exit from strategy
Missing parameter name One parameter is missing
Parameter ‘1’ and ‘2’ are not allowed
These two parameters cannot be present simultaneously
Exit from strategy
Exit from strategy
Incorrect type for parameter
<parameter_name>
, expected type 1 but was type 2
One parameter has an incorrect type
Exit from strategy
Incorrect value for parameter
<parameter_name>, expected value 1 but was value 2
Invalid third party message type
The specified parameter has an invalid value
Protocol parser encountered an unexpected message from the server’s client
Exit from strategy
End of processing
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Table 22: Acknowledgement Object Fault Codes (Continued)
FaultCode value
510
FaultString value Description
513
515
701
710
711
716
717
718
732
733
734
Action
Object not found in database
Interaction
<interaction_name> failed. Manual recovery needed
Object is not found in database
Interaction is invalid
Max number of auto-reply reached for interaction
<interaction_name>
The maximum number of acknowledgements has been reached for the current interaction
Unexpected error exception message
Connection to database failed
End of processing
An unexpected error happened
Retry
Connection to database failed Retry
Cannot get config of
‘server’
Config error: invalid option
<option_name>
in section
<section_name>
E-Mail Server Java configuration error
Server overloaded, request rejected
The server is overloaded
Configuration error
End of processing
End of processing
Retry
Retry
Retry
Invalid custom field code key
Retry Invalid custom field code key; < key name>
is a reserved key
Invalid Tenant
<tenant_name>
No tenant declared in
CME for application
<app_name>
Application
<app_name> has more than one associated tenant (in
CME)
The identifier for the tenant is invalid
Retry
The application has no tenant specified
Retry
This application has more than one tenant specified
Retry
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6.x Compatible Operation Mode
Figure 94
shows the
E-mail Acknowledgement Receipt Properties dialog box with the 6.x Compatible Operation mode selected.
Figure 94: Acknowledgement Object, 6.x Compatible Operation Mode
When the
Acknowledgement object in 6.x Compatible mode is placed in a strategy, you must specify a Standard Response. The actual Standard Response is stored in the UCS Database. URS cannot access the UCS Database, so a
Script object for each receipt,
CFGEmailAckReceipt
, is stored in Configuration
Server and points to its associated receipt in the UCS Database. The Standard
Response library application synchronizes the
Script objects in Configuration
Server with the Acknowledgement receipt Standard Responses stored in the
UCS Database. (In ICS, 6.5.x, the UCS Database is the conduit between Web
Interaction Request Server and E-mail Server Java.)
Prior to completing the properties dialog box in 6.x Compatible mode, create the Standard Response Acknowledgement text in Response Manager, as described in the Internet Contact Solution 6.5 Response Manager Help.
Use the information in
Table 23
to complete the
E-mail Acknowledgement
Receipt Properties
Figure 94
.
Table 23: E-mail Acknowledgement Receipt, 6.x Mode
Parameter Description
Acknowledgement Receipt Select a receipt Standard Response from a drop-down list.
Include original message into reply
Select this check box to include the full text of the customer’s message with the receipt sent to the customer.
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Web Interaction
Request Server
Figure 95
shows an event flow diagram for ICS 6.5.x when an
Acknowledgement receipt is sent.
MS-Tserver
Universal Routing
Server
Send Acknowledgement Receipt
Acknowledgement Receipt Sent
Request Send Acknowledgement Receipt
Event Acknowledgement Receipt Sent
Figure 95: Event Flow Conceptual Diagram for Acknowledgement Receipt
URS and ICS Communication
Communication between URS and ICS components is accomplished using
User Events issued on the virtual routing point to which the e-mail was submitted. Key-value pairs placed in T-Server User Events Extensions identify the event and include such things as protocol, event, reference ID, and others depending on the E-mail object. The value for the protocol key for both
Acknowledgement receipts and automated responses is
Autobot.
Important Information about URS/ICS Communication
•
If URS sends a User Event to ICS components for an e-mail event previously submitted, E-mail Server Java disregards the duplicate events for that e-mail. This could occur if URS shuts down after submitting the event the first time but the e-mail is still pending when URS restarts.
•
If your contact center expects a backlog of e-mails, the center can choose to have Acknowledgement receipts or automated responses sent immediately from E-mail Server Java’s analysis process before the e-mail response is submitted to URS. A system administrator can set this ability in each Content Analysis rule. For automated responses to e-mails where intelligent e-mail classification is applied during content analysis, the administrator can also specify that responses with a value over the required relevancy are also automatically sent to a customer. See the ICS documentation for information about intelligent e-mail classification through the Standard Response library.
The following errors are possible for e-mail interactions:
•
-001 Timeout
—URS distributes the event but does not receive an answer from E-mail Server Java that it distributed the event within the 30-second timeout.
•
0001 Unknown error
—URS fails to distribute the event.
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•
0013 Remote error
—URS distributes the event and receives a negative answer error while requesting handling from E-mail Server Java. (The positive answer from E-mail Server Java would be that the request was handled normally.)
See the ICS documentation for information on ICS components and the configuration and installation of ICS software.
Attach Categories
This object enables you to manually emulate the results of the Classify object’s request to Classification Server to attach one or more classification categories to an interaction (see
page 189
A category refers to a classification code in a Knowledge Manager Category tree used to categorize an interaction based on analysis of its content (see
Figure 96
).
Figure 96: Knowledge Manager Categories and Standard Responses
Once classification categories are set up in Knowledge Manager, they carry over to Configuration Manager, where they appear in the under the
Business
Attributes > Category Structure
Figure 97
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Figure 97: Configuration Manager Category Structure
Use Cases for Attach Categories
Note:
The MultiScreen object (see
page 223
) allows you to attach categories that are associated with Standard Responses in Knowledge Manager.
Use the Attach Categories object (if you do not wish to use MultiScreen) when:
•
Creating a strategy where screening results determine what categories to attach to an interaction with an Attach Categories object.
•
Creating a strategy where an If object creates an expression based on categories manually attached to interaction with an Attach Categories object. URS analysis (true/false) of the expression determines the interaction path in the strategy.
You can also use categories to segment interactions (see “Classify” on
page 334
) or to select a Standard Response.
Figure 98
shows an example completed
Attach Categories Properties dialog box. It also shows the dialog box in which you select a category under the specified
Root Name
.
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Figure 98: Attach Categories and Category Dialog Boxes
Use the information in
Table 24
to complete
General tab in the
Attach
Categories Properties dialog box and the associated
Category dialog box.
Table 24: Attach Categories Object, General Tab
Parameter
Root Name
Description
Select the Root folder containing the categories you wish to attach. The Root folder you select determines the categories that appear for selection in the
Category dialog box shown in Figure 98 on page 170
.
• The Root Names that appear are initially configured in Knowledge Manager
(see Figure 96 on page 168 ) and then carry over to Configuration Manager.
You must specify a valid value or the strategy will not compile.
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Table 24: Attach Categories Object, General Tab (Continued)
Parameter
Category
%
Description
Click the add item button to add a new entry ( ). After you click, a new row appears under Category.
Click inside the row to bring up the Category dialog box shown in Figure 98 on page 170
. Available categories under the selected Root Name appear for selection.
• The categories that appear are initially configured in Knowledge Manager (see
Figure 96 on page 168 ) and then carry over to Configuration Manager.
Click a category to select it and then click OK. The Category dialog box closes and the category path (example: books.cookery) appears in the Attach
Categories dialog box as a row under Category.
Repeat these steps if you wish to attach another category to the interaction.
The default value for the percentage field is 75%. This field reflects the
minimum relevancy the category must have in order for Classification Server to consider an interaction as belonging to that category. You have the option of changing the default but you cannot enter zero.
Autoresponse
Use the Autoresponse object to generate (but not send) an automatic response message using pre-written text from your Standard Response library.
The decision to send an automated response is affected by a number of conditions:
•
The existence of an appropriate response—before an automated response is sent, it must have a high enough probability of being the correct answer.
•
The customer segment—different customers may require different levels of service. You may not want to send an automated response to premier customers. If not, design the strategy to segment these customers along their own path in the strategy to avoid the Autoresponse object.
•
The contact center hours of operation—you may want interactions received on off-hours (nights, weekends, and holidays) to generate an automated response while those received during working hours do not.
•
Long queue time—when the waiting time for responding to interactions is long (whether due to a backlog of messages for agent or in Interaction
Server), you may choose to send an automated response to a customer interaction.
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Configuring the Autoresponse General Tab
The Autoresponse object has three Operation modes:
,
Open Media
, and
6.x Compatible
(see “6.x Compatible Operation Mode” on
page 166
E-Mail and Open Media Operation Modes
Figure 99
shows the
General tab of the
Autoresponse Receipt Properties dialog box with the
Open Media mode selected.
172
Figure 99: Autoresponse Object General Tab
The
Email and
Open Media modes use a tree viewer to represent pre-written
Figure 100
).
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Figure 100: Tree Viewer for Autoresponse Standard Responses
Standard response names are carried over from Knowledge Manager. These names appear in Configuration Manager in the
Business Attributes >
Category Structure
Figure 101
Figure 101: Category Structure Folder in Configuration Manager
Strategy-Linked Nodes from the Autoresponse Object
When a routing strategy in a business process uses the Autoresponse object,
the specified E-mail Server Java and interaction output queue (see Figure 85 on
page 152
) for the autoresponse e-mail appear as strategy-linked nodes (as
shown in the
Auto Response
and
Outbound e-mails
Figure 102
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Figure 102: E-mail Server Java and Output Queue in a Business Process
Table 25
General tab of the
Send automated response properties dialog box in
Email or
Open Media mode.
Table 25: Autoresponse Properties for E-Mail and Open Media Modes
Parameter
Operation mode E-Mail
Operation mode Open
Media
E-mail Server
Output queue
Description
Select if this autoresponse will be sent by a standard instance of E-Mail
Server Java.
Select if this autoresponse will be sent by an E-Mail Server Java modified to handle Open Media interactions.
Click the down arrow and select the Application name in Configuration
Manager for the E-mail Server Java to be notified.
• You can leave this field empty. If empty, Interaction Server uses the first available E-mail Server Java named in its Connections list.
Required. Click in the Output queue text box to expand the business processes. Select the interaction queue where E-mail Server Java should place the autoresponse e-mail.
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Table 25: Autoresponse Properties for E-Mail and Open Media Modes (Continued)
Parameter Description
Get standard response from
UserData
If you select this radio button, the Select Standard Response radio button is disabled and vice-versa.Uses the classification codes returned by the Classify object and stored in the interaction User Data to get a
Standard Response.
• To use this field, the following key must be present in the interaction
User Data: CategoryId. If SRLid and CtgId in the Request message and CategoryId in UserData are null, then an error is generated and the interaction goes out the Error port.
Note: If you select this option instead of the alternative, Select Standard
Response from User Data, you cannot use the field codes functionality described below.
Select standard response or category
Use this option to manually select a Standard Response (such as cookery
) or category (such as Bobs_Books or books in
) to indicate the pre-written text to be included in the autoresponse to the customer. Standard responses are initially defined in Knowledge Manager, stored in the UCS Database, then carried over to Configuration Manager. For more information on
Standard Responses, see the Multimedia 7.6 User’s Guide.
Notes:
• If you select this option, you can use the field codes functionality described below (if the selected Standard Response contains one or more field code custom variables).
Address (Open Media mode only)
Include original message into reply
Select whether to take the address to which the autoresponse should be sent from user data attached to the interaction or from the customer’s profile stored in the UCS Database.
If you choose to take the address from the database, you must place the
Identify Contact object in the strategy before the Autoresponse object.
For information on the Identify Contact object, see “Identify Contact” on page 219
.
Note: This pane does not appear in E-Mail mode.
Select the check box if the autoresponse should attach the original message.
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Table 25: Autoresponse Properties for E-Mail and Open Media Modes (Continued)
Parameter
Do not thread
Field codes
Description
If this box is checked, it creates a new entry in the UCS Database that is not part of the original thread.
You can use this pane to assign values to any field code custom variables that may have been associated with the Standard Response in
Knowledge Manager. See the Multimedia 7.6 User’s Guide for more information on field codes.
To assign field code values, click the new item button ( ). A new row appears under the Key and Value headings. Under Key, existing field code custom variables associated with the response appear for selection.
Under Value, any existing strategy variables display for selection. Use
the information in the “Field Codes and Custom Variables” section
below to edit the values.
Note: You can also manually enter field codes and values.
Autoresponse Format Tab
You can customize the
To
,
From
, and
Subject
areas in the Standard Response
message to the customer. Figure 91 on
page 159
shows the
Format t ab for the
Acknowledgement object. The
Format tab appears the same for the
Autoresponse object. Use the information in Table 18 on
page 160
the fields in the
Format tab.
Autoresponse Result Tab
Figure 103
Result tab in the
Send Automated Response Properties dialog box when
Assign values of the key-value pair
is checked.
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Figure 103: Autoresponse Object Result Tab
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Note:
IRD uses the same
Result tab for the Acknowledgement,
Autoresponse, Chat Transcript, Classify, Create Email Out, Create
Interaction, Create Notification, Create SMS, External Service,
Identify Contact, MultiScreen, and Screen objects. Some options do
not apply to all objects. Table 74 on
page 255
lists each object and indicates when an option does not apply.
Use the information in Table 20 on
page 163
Result tab in the
Send Automated Response Properties dialog box.
Returned Results for the Autoresponse Object
The results returned will be either an
Event3rdServerResponse
message or an
Event3rdServerFault
page 177
)
The content of the
Event3rdServerResponse
message is shown in
Table 26
:
Table 26: Autoresponse Object Returned Results
Key Description
NewInteractionId The interaction ID of the new outbound e-mail.
SrlId Global unique Standard Response identifier if it was found and used.
Any fault message returned uses the fault codes shown in
Table 27
:
Table 27: Autoresponse Object Fault Codes
FaultCode value
103
FaultString value Description Action
104
105
106
107
Standard response
<SR_name>
not found
No Standard Response found in database
No text found in Standard
Response
<SR_name>
No ‘From/To’ address found
Too many ‘From/To’ addresses found
This Standard Response does not exist in the database.
Exit from strategy
Exit from strategy The database has no
Standard Responses in it
The Standard Response exists but it contains no text
Exit from strategy
Either the From or the To address is missing
Either the From or the To field (or both) contain too many addresses
Exit from strategy
Exit from strategy
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Table 27: Autoresponse Object Fault Codes (Continued)
FaultCode value
108
FaultString value Description
109
201
202
203
204
502
510
513
515
701
Action
‘incorrect name’. Invalid
‘address’
Standard response
<SR_name>
validity period
‘not yet started/expired’
The address or the domain is invalid
Exit from strategy
The period during which the specified Standard Response is valid has not started or has ended
Exit from strategy
Missing parameter name One parameter is missing Exit from strategy
Parameter ‘1’ and ‘2’ are not allowed
Incorrect type for parameter
<parameter_name>
, expected type 1 but was type 2
Incorrect value for parameter
<parameter_name>, expected value 1 but was value 2
These two parameters cannot be present simultaneously
Exit from strategy
One parameter has an incorrect type
Exit from strategy
The specified parameter has an invalid value
Exit from strategy
Invalid third party message type
Object not found in database
Interaction
<interaction_name> failed. Manual recovery needed
Protocol parser encountered an unexpected message from the server’s client
End of processing
Object is not found in database
Interaction is invalid
Max number of auto-reply reached for interaction
<interaction_name>
The maximum number of autoresponses has been reached for the current interaction
Unexpected error exception message
An unexpected error happened
End of processing
End of processing
End of processing
Retry
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Table 27: Autoresponse Object Fault Codes (Continued)
FaultCode value
710
FaultString value Description
711
716
717
718
732
733
734
Action
Connection to database failed
Cannot get config of
‘server’
Config error: invalid option
<option_name>
in section
<section_name>
Connection to database failed Retry
E-Mail Server Java configuration error
Server overloaded, request rejected
The server is overloaded
Configuration error
Retry
Retry
Retry
Invalid custom field code key
Retry Invalid custom field code key; < key name>
is a reserved key
Invalid Tenant
<tenant_name>
No tenant declared in
CME for application
<app_name>
Application
<app_name> has more than one associated tenant (in
CME)
The identifier for the tenant is invalid
Retry
The application has no tenant specified
Retry
This application has more than one tenant specified
Retry
6.x Compatible Operation Mode
Figure 104
shows the properties dialog box for the Autoresponse object with
the 6.x Compatible mode selected.
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180
Figure 104: Autoresponse 6.x Compatible Operation Mode
Note:
Also see “URS and ICS Communication” on
page 167
When a customer sends an interaction, E-mail Server Java analyzes the it and calculates a relevancy value—the percentage of certainty that a Standard
Response is the correct answer to the customer’s inquiry.
Note:
You can expand the analysis capabilities of E-mail Server Java by obtaining Content Analyzer and Classification Server, which work with E-mail Server Java. Content Analyzer enables more detailed content analysis and can learn from previous agent’s selections to provide greater accuracy in the responses suggested.
Once an automated response is selected, a value associated with this response is attached to the interaction as the
ICC_MaxSuggestedResponseRelevancy attached data key. URS reads the value and compares this to the
Relevancy
Threshold
set by the user in the Autoresponse object. If the relevancy value is equal to or higher than the
Relevancy Threshold,
URS requests E-mail Server
Java to send the response. If the value is below the
Relevancy Threshold
, URS does not request that E-mail Server Java send the response. In this circumstance, the strategy must contain another Routing object so that the interaction can be routed to an agent when no response is sent.
Completing the Properties Dialog Box
Prior to selecting 6.x Compatible mode in the
Send Automated Response
Properties
Figure 104
, set up automated response text using the Standard Response library application that is a part of Response
Manager. See ICS documentation for more information.
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Use the information in
Table 28
to complete the
Send Automated Response
Properties dialog box: in 6.x mode:
Table 28: Send Automated Response, 6.x Mode
Parameter Description
Relevancy Threshold Click the arrows in front of the percentage sign to specify the minimum threshold that the relevancy value must have for URS to send a request for an automated response . E-mail Server Java attaches the relevancy value to the interaction after performing a content analysis.
Terminate Routing Select this option if interactions should not continue being routed after an automated response is sent. When this option is selected (default), URS sends a
RequestRouteCall
message with
Type=Rejected
after the automated response is sent. When the Terminate Routing is cleared, routing continues through the strategy, enabling other routing rules to be applied for routing the interaction to an agent.
Include original message into reply
Select this check box to include the full text of the customer’s message with the automated response.
Example of Using Autoresponse in 6.x Compatible Mode
The
Relevancy Threshold
is set to 80 percent in the Autoresponse object. A customer e-mail is received by E-mail Server Java. E-mail Server Java analyzes the e-mail and discovers an automated response that has a relevancy value of 85 percent. E-mail Server attaches this value to the e-mail. When URS encounters this Autoresponse object in the strategy, URS compares the
Relevancy Threshold
to the relevancy value attached to the e-mail and determines that the relevancy value is higher than the
Relevancy Threshold
.
URS requests that E-mail Server send the automated response.
Figure 105
shows an ICS 6.5.x event flow conceptual diagram for an
automated response that meets relevancy value requirements.
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Web Interaction
Request Server
Send Automated Response
Send E-mail
Automated Response Sent
MS-Tserver
Request Send Automated Response
Universal Routing
Server
Event Automated Response Sent
Request Route Call (Type=Rejected)
Event Abandoned
Figure 105: Event Flow Conceptual Diagram for Automated Response
Note:
If an agent response is required, instead of URS sending
RequestRouteCall
with
Type
=
Rejected
and MS T-Server responding with
EventAbandoned
, URS sends
RequestRouteCall
with the target equal to an agent.
If URS does not receive any event from MS T-Server within a timeout of 30 seconds, the e-mail interaction is routed to an agent when additional routing rules are specified, as if there were no automated response to send.
Chat Transcript
Use the Chat Transcript object to generate (but not send) an e-mail with text taken from your Standard Response library, with the customer’s chat transcript attached. This object causes URS to generate a request to E-mail Server Java for the method
ChatTranscript
.
Use Cases
The customer fills out a form on the corporate web site, including filling in a field to indicate the chat alias and the client network (in other words,
Username:
MyFineFriend Client: AOL
).
1. The form is routed to an agent via URS executing a routing strategy (as usual for chat).
2.
The agent gets a preview screen (“screen pop”).
3.
The agent contacts the customer using the chat application within the
Genesys Desktop.
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4.
Customer accepts the chat session.
5.
At the end of the session, the customer requests a transcript of the session, which can be sent via e-mail.
6.
The agent conducting the chat session requests that the chat transcript be sent to the customer.
Chat Transcript General Tab
Figure 106
General tab of the dialog box that opens when you click the Chat Transcript button and place the object in your strategy.
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Figure 106: Chat Transcript Dialog Box, General Tab
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Use the information in
Table 29
to complete the
General tab in the
Chat
Transcript Properties dialog box.
Table 29: Chat Transcript Object, General Tab
Parameter
E-mail Server
Output Queue
Standard
Address
Use UserData
Use Customer Profile
Do not thread
Description
Click the down arrow and select the Application name in Configuration
Manager for the E-mail Server Java that URS should notify (via
Interaction Server) with an Event3rdServerResponse message.
This field may be left empty. If empty, Interaction Server uses the first available E-mail Server Java named in its Connections list.
Required. Click in the Output queue text box to expand the business processes. Select the interaction queue where E-mail Server Java should place the e-mail with the attached chat transcript.
Use this option to manually select an identifier for an AutoResponse
Business Attribute representing pre-written text to be used as an
automated reply (see Figure 87 on page 153 ). Standard responses are
initially defined in Knowledge Manager, stored in the Universal Contact
Server database, then carry over to Configuration Manager.
Select this button to have E-mail Server Java use the interaction User
Data and the
To
key for the customer’s e-mail address. See “Special
below.
Select this button to have E-mail Server Java use the customer’s profile in the UCS Database to get the customer’s e-mail address.
If this box is checked, it creates a new entry in the UCS Database that is not part of the original thread.
Special Note on Use UserData Field
To be able to send a chat transcript, E-mail Server Java needs a “send to” email address. This e-mail address may be obtained in one of the following ways:
1. A web site can be custom-developed to automatically include the customer's e-mail address (it is mandatory to specify it when a client is requesting a chat session).
2.
In a routing strategy before using the Chat Transcript object, the e-mail address can be pulled out through regular IRD/URS methods and attached as UserData to an e-mail interaction.
3.
An agent can manually perform the Attach UserData action on the desktop with the
To
key.
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Warning!
If none of these actions are performed and instead you use the
Genesys Multimedia default settings, the
To
key will be missing in the interaction event. The Chat Transcript object cannot be used with
UseAddressFromUserData
set to true
because, with this option, the customer’s e-mail address is expected to be under the
To
key. If this key is missing, an error message is returned by E-mail Server
Java and the chat transcript will not be e-mailed to the customer.
Chat Transcript Format Tab
You can customize the
To
,
From
, and
Subject areas in the response e-mail to the
Figure 107
Format tab for Chat Transcript.
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Figure 107: Chat Transcript Object, Format Tab
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Use the information in
Table 30
to complete the
Format tab.
Table 30: Chat Transcript Format Tab
Parameter
From
Cc
Exclude these addresses
Subject
Description
If applicable, click the From: down arrow and select a From address for the
Standard Response. Any listed names are E-mail Accounts Business
Attribute.
If applicable, click Add opposite Cc and select an address to copy in on the
Standard Response. Any listed names are E-mail Accounts Business
Attribute.
The third area lists addresses found in the original e-mail. If applicable, click
Add and select addresses to exclude in the Standard Response. Click Variable if the addresses are contained in a variable. Can contain a comma-separated list of domains, aliases, variables, and e-mail addresses.
If applicable, enter a new Subject for the Standard Response.
Chat Transcript Result Tab
Figure 108
Result tab of the dialog box that opens when you click the Chat Transcript button and place the object in your strategy.
186
Figure 108: Chat Transcript Dialog Box, Result Tab
Note:
IRD uses the same
Result tab for the Acknowledgement,
Autoresponse, Chat Transcript, Classify, Create Email Out, Create
Interaction, Create Notification, Create SMS, External Service,
Identify Contact, MultiScreen, and Screen objects. Some options do
not apply to all objects. Table 74 on
page 255
lists each object and indicates when an option does not apply.
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Use the information in Table 20 on
page 163
Result tab in the
Chat Transcript Properties dialog box
Returned Results for the Chat Transcript Object
The results returned will be either
Event3rdServerResponse
(see
page 142
) or a fault message (
page 142
).
The content of the
Event3rdServerResponse
message is shown in
Table 31
:
Table 31: Chat Transcript Object Returned Results
Key
SrlId
Address
Description
Global unique Standard Response identifier if it was found and used.
The e-mail address used to send the transcript.
Any fault message returned uses the fault codes shown in
Table 32
:
Table 32: Chat Transcript Object Fault Codes
FaultCode value
106
FaultString value Description Action
107
108
109
201
203
No ‘From/To’ address found
Incorrect type for parameter
<parameter_name>
, expected type 1 but was type 2
Either the From or the To address is missing
Exit from strategy
Too many ‘From/To’ addresses found
Either the From or the To field (or both) contain too many addresses
Exit from strategy
‘incorrect name’. Invalid
‘address’
Standard response
<SR_name>
validity period
‘not yet started/expired’
The address or the domain is invalid
Exit from strategy
The period during which the specified Standard Response is valid has not started or has ended
Exit from strategy
Missing parameter name One parameter is missing Exit from strategy
One parameter has an incorrect type
Exit from strategy
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Table 32: Chat Transcript Object Fault Codes (Continued)
FaultCode value
502
FaultString value Description
510
701
710
711
716
717
718
732
733
734
Action
Invalid third party message type
Protocol parser encountered an unexpected message from the server’s client
End of processing
Object not found in database
Unexpected error exception message
Object is not found in database
An unexpected error happened
End of processing
Retry
Connection to database failed Retry Connection to database failed
Cannot get config of
‘server’
Server overloaded, request rejected
The server is overloaded
Config error: invalid option
<option_name>
in section
<section_name>
Invalid custom field code key; < key name>
is a reserved key
E-Mail Server Java configuration error
Configuration error
Invalid custom field code key
Retry
Retry
Retry
Retry
Invalid Tenant
<tenant_name>
No tenant declared in
CME for application
<app_name>
Application
<app_name> has more than one associated tenant (in
CME)
The identifier for the tenant is invalid
Retry
The application has no tenant specified
Retry
This application has more than one tenant specified
Retry
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Classify
Use the Classify object to request Classification Server to assign one or more classification categories to an interaction.
A category is a classification code in a category tree, originally set up in
Knowledge Manager (see Figure 96 on
page 168
) for the purpose of
Classification Server categorizing an interaction based on analysis of its content. You can then segment interactions based on the resulting categories
page 334
) or use them to select a Standard Response. You can also manually assign classification categories using the Attach Categories
page 168
Note:
If your site’s categories are not yet defined in Knowledge Manager (see
page 168
), you may wish to use the Screen object, which
page 239
) instead of the Classify object.
Once the classification request is made:
•
If Classification Server finds a category with the minimum specified relevancy (see
Confidence
page 191
processed based on the option you select in the
Result
page 195
) and the interaction goes through the green port. See
page 192
for more information on returned results.
•
If an existing category cannot be found based on analyzing the interaction, the null result is attached to the interaction and the interaction goes through the green port (the error is not retrievable through the current Error object).
page 194
for more information.
Classify General Tab
Figure 109
General tab.
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190
Figure 109: Classify Object, General Tab
Use the information in
Table 33
to complete the
General tab in the
Classify dialog box.
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Table 33: Classify Object, General Tab
Parameter
Classification
Root
Confidence
Get classified data from
All Tree
Categories
Subcategories using
Description
Select the Application name of the Classification Server in the Configuration
Server database.
• This field may be left empty. If empty, Interaction Server uses the first available Classification Server named in its Connections list.
Required field. Specify the overall classification category by selecting a top level folder in Configuration Manager under
Resources > Category Structure
> Attribute Values
). Must contain a valid value, or the strategy will not compile.
Enter a number from 1-100 reflecting the minimum relevancy each classification category must have in order for Classification Server to consider an interaction as belong to that category. The default value is 75%. You cannot enter a zero value.
This pane enables you to select the source of the classification data that the
Classify object will use to direct interactions. You can retrieve this data from user data attached to the interaction, from a variable attached to the interaction, or from the UCS Database. If both text boxes are left empty, IRD looks for the classification data in the UCS Database.
The categories tree contains the categories you created in Knowledge Manager, read from the UCS Database.
• If you select All Tree, the Categories tree (see Figure 109 on page 190 ) is
disabled. Classification Server looks for all categories under the specified
Root
.
If All Tree is cleared, the Categories tree is enabled so you can select individual subcategories. Select at least one subcategory under the Root.
The Subcategories using pane determines whether Classification Server should consider parent and child Categories.
The Subcategories using pane is enabled if All Tree is cleared. These options control how Classification Server uses the category tree.
• Select the No radio button to have Classification Server consider only the categories you selected in the tree and not to include any child categories.
• Select the Direct radio button to have Classification Server consider only the direct children of selected (parent) categories.
• Select the All radio button to have Classification Server consider all children of selected (parent) categories.
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Category Structure
Figure 110
shows an example
Category Structure
tree and
Root
folder in
Configuration Manager. In this example, InternetDealership is the Root category.
Figure 110: Attribute Values Folder, Example Categories
•
In this simplified example there is only one Root category,
InternetDealership
, but in many cases, there will be more than one Root.
•
The Categories pane in the
Classify dialog box shows all the categories in
Configuration Manager under the Root you selected. The categories under the
InternetDealership
page 192
CustomerService
,
Finance, OnlineSales
, and
Service
.
Returned Results for the Classify Object
Figure 111
shows a diagram of results returned from Classification Server including the message types.
C la ss if ic ation
Serv er
C las sif icationRes ults
Interaction
Event 3rdS erverR espons e
E v ent3rdS erv erFault
UR S
Figure 111: Results Returned with Classify Object
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Event3rdServerResponse
The results returned from Classification Server in
Event3rdServerResponse
will have:
CtgId
CtgRelevancy
An ID of a Category with a highest relevancy.
CtgName
The relevancy of a Category presented in
CtgId
.
Name of the Category with the highest relevancy.
Array of classification pairs
A key-value pair that has
CtgId
as a key and corresponding relevancy percentage as a value.
The standard way to deal with the classification request results is to attach them to the interaction’s User Data in the
Result
page 195
).
Attaching Results to User Data
While you can assign Classify object results to a variable, Genesys does not recommend this. The recommended way of dealing with the classification results is to attach them to the interaction. Then User Data will have the keys listed in the table below with the corresponding values returned by
Classification Server. An an example, UserData would have the following pairs after the attachment (see
Table 34
):
Table 34: User Data Example
Parameter
CtgId
CtgRelevancy
CtgName
00001a05F5U900QW
00001a05F5U900QX
00001a05F5U900QY
00001a05F5U900QZ
Value
00001a05F5U900QW
95
Cooking
95
85
75
65
In the event that an existing category cannot be found based on analyzing the interaction, the Event3rdPartyReturn value indicates no match and the interaction proceeds through the green port.
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Note:
A routing strategy must also direct interactions of unknown categories to a target, such as to an interaction queue read by a supervisor. For this reason, you may want to define an “unknown” or “non-
deliverable” category in Knowledge Manager (see Figure 96 on
page 168
).
Event3rdServerFault
If the message cannot be transmitted correctly, the resulting
Event3rdServerFault
message will use the fault codes described in
Table 35
Table 35: Classify Object Fault Codes
FaultCode value
501
FaultString value
Internal error in application.
Description
502
504
505
Unexpected third party protocol message type=<value>
Cannot find interaction= <request message Id>
Classification functionality is not licensed
General internal error happened in third party application during request processing. For more details see the application log.
Protocol parser encountered unexpected protocol message from server’s client.
Server cannot find specified interaction.
506
511
There is no default model for:
(<Tenant>, <Language>, <Category
Root>) ucsapi exception: <description>, interaction= <request message Id>
Server cannot find license for classification functionality. All classification requests will be aborted.
Server can’t find default (active) model for specified (<Tenant>, <Language>,
<Category Root>).
UCS API function exception.
Classify Result Tab
Figure 112
shows the
Result tab for the
Classify properties dialog box.
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Figure 112: Classify Object, Result Tabs
Note:
IRD uses the same
Result tab for the Acknowledgement,
Autoresponse, Chat Transcript, Classify, Create Email Out, Create
Interaction, Create Notification, Create SMS, External Service,
Identify Contact, MultiScreen, and Screen objects. Some options do
not apply to all objects. Table 74 on
page 255
lists each object and indicates when an option does not apply.
Use the information in Table 20 on
page 163
Result tab in the
Send Automated Response Properties dialog box
Create Interaction
Use the Create Interaction object to request Universal Contact Server (UCS) to create an interaction in the UCS Database and associate it with an existing customer contact or with a newly created contact. You can also specify the content of the interaction. The UCS Database can store three types of interaction content simultaneously:
•
Text. Interactions are usually comprised of plain text that does not need special tools or formatting in order to display to the agent.
•
Structured Text, such as
.html or
.xml files.
•
Binary Data. Any binary data associated with an interaction, such as an email attachment, fax, or image.
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Create Interaction General Tab
Figure 113
shows the properties dialog box for the Create Interaction object already filled in with sample data.
Figure 113: Create Interaction Properties Dialog Box
Use the information in
Table 36
to complete the
General tab of the properties dialog box.
Table 36: Create Interaction, General Tab
Parameter
Contact Server
Content
Text, User Data Key
Description
Click the down arrow and select a UCS Application from those configured in
Configuration Manager.
Click the down arrow and select a variable that contains the User Data key or enter a string for the User Data key contained in the incoming interaction (see
). The value of User Data that corresponds to key specified in this field will be stored in UCS Database as an interaction’s Plain
Text.
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Table 36: Create Interaction, General Tab (Continued)
Parameter
Content
Structured Text, User
Data Key
Content, Structured
Text, MIME Type
Content, Data, User
Data Key
Description
Click the down arrow and select a variable that contains the User Data key or enter a String for the User Data key contained in the incoming interaction
(see “User Data” on page 143 ). The value of User Data that corresponds to
the key specified in this field will be stored in the UCS Database as interaction’s Structured Text.
• Note: MIME refers to Multipurpose Internet Mail Extensions, which is a common method for transmitting non-text files via Internet e-mail.
Enter the MIME type or select from the list to indicate a type of interaction content under the category of Structured Text. Select one of the following: text/html, text/plain, text/richtext, text/html.
For more complete list of MIME types see: http://www.iana.org/assignments/media-types/
What you select here assists the Agent Application in choosing the proper application to process or display this part of interaction. This field cannot be empty if Structured Text, User Data Key contains a value.
Note: Data refers to binary data. Click the down arrow and select a variable that contains the User Data key or enter a String for the User Data key
contained in the incoming interaction (see “User Data” on page 143
). The value of User Data that corresponds to the key specified in this field will be stored in the UCS Database as an interaction’s binary content.
Content, Data, MIME
Type
Bind with contact
For a complete list of MIME types, see the above link. Enter the MIME type or select a value to indicate the interaction content type under the category of
Data: application/msword, application/octet-stream, application/postscript, application/rtf, application/vnd.ms-powerpoint, application/vnd.ms-project, application/vnd.viso, application/voicexml+xml, application/xml, application/xml-dtd, application/zip, audio/basic, audio/mpeg, audio/mpeg4generic, image/g3-fax, image/gif, image/jpeg, image/tiff, message/deliverystatus, message/http, message/news, message/partial, message/rfc822, message/sip, message/sipfrag, message/tracking-status, multipart/alternative, multipart/form-data, multipart/mixed, multipart/parallel, multipart/voicemessage, text/html, text/plain, text/richtext, text/xml, video/DV, video/JPEG, video/MPEG, video/mpeg4-generic, video/quicktime, video/raw.
This information helps Agent Application to choose the proper application to process or display this part of the interaction. This field cannot be empty if
Data, User Data Key contains a value.
If selected, UCS will look for a customer contact record and associate it with the interaction. If a contact record is not found, it will be created. By default this option is cleared.
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Table 36: Create Interaction, General Tab (Continued)
Parameter
Create contact
Can be parent
Do not thread
Description
If selected, instructs to create a new contact record in the UCS Database.
• If Bind with contact is not checked, Create contact is disabled.
• if Bind with contact is checked, Create contact is enabled and checked by default.
By default this option is checked, but grayed out.
If selected, indicates this interaction can have child interactions. By default, this option is selected.
If selected, instructs to not thread under another interaction (which is specified by under key ParentID in UserData) in the contact’s history in the
UCS Database. By default this option is selected.
Create Interaction Result Tab
Note:
IRD uses the same
Result tab for the Acknowledgement,
Autoresponse, Chat Transcript, Classify, Create Email Out, Create
Interaction, Create Notification, Create SMS, External Service,
Identify Contact, MultiScreen, and Screen objects. Some options do
not apply to all objects. Table 74 on
page 255
lists each object and indicates when an option does not apply.
Use the information in Table 20 on
page 163
Result tab in the
Create Interaction Properties dialog box
Creating Records in the UCS Database
For non-Open Media interactions, interaction records are normally created in the UCS Database without URS involvement.
For example, in the case of voice interactions:
•
After an agent clicks
Mark Done in Genesys Desktop, the UCS Database is updated. Users can also use the Genesys Desktop application to add and edit contact and contact history in the UCS Database as described in
Genesys Desktop Help.
In the case of e-mail interactions, the UCS Database is updated as follows:
•
When processing ordinary e-mails that arrive via the enterprise e-mail server or from a website via the Web API Server, E-mail Server Java stores the body of the interaction in the UCS Database (and sends the operational data to Interaction Server).
In the case of processing web media, such as chat:
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•
After a chat session ends, Chat Server writes the content of the chat session to the UCS Database.
Note:
For more information on the UCS Database and the processing of email and chat interactions, see the Multimedia 7.6 Deployment Guide.
For Open Media interactions, no records are created in the UCS Database unless the Open Media UCS API or the Create Interaction object are used.
Use Case
One of the possible scenarios for using the Create Interaction object is as follows:
•
The Media Server submits interactions to Interaction Server with the content of the interaction attached as User Data.
•
A strategy executed by URS uses the Create Interaction object to create an interaction in the UCS Database and to store interaction-related data.
•
When the interaction is routed to an agent, the Agent Application uses the
UCS Database to obtain the content of the interaction in order to display it to the agent.
Recommendations
When interaction content is expected to be large, Genesys recommends:
1. Using the Create Interaction object as early as possible in a strategy.
2.
Emptying the values of keys used for interaction content (if Create
Interaction was processed successfully) after interaction data is stored in the UCS Database. This prevents large amounts of User Data from being passed between applications while large interactions are being processed.
To empty keys, use the MultiAttach object to update attached data for these keys with empty values.
After all required (full) interaction data is stored in the UCS Database, emptying interaction data unimportant for routing in Interaction Server minimizes the amount of data transferred between Interaction Server, URS,
Stat Server and certain Genesys Framework components. This can result in increased performance.
The Create Interaction object enables you to use the UCS Database for storing interaction content even if the Media Server is not integrated with UCS.
Returned Results for the Create Interaction Object
The results returned will be either an
Event3rdServerResponse
message or a fault message (
page 142
). Any fault message
returned uses the fault codes shown in
Table 37
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Table 37: Create Interaction Object Fault Codes
FaultCode value
201
202
203
204
502
512
701
716
732
FaultString value Description Action
Missing parameter name One parameter is missing
Parameter ‘1’ and ‘2’ are not allowed
These two parameters cannot be present simultaneously
Exit from strategy
Exit from strategy
Incorrect type for parameter
<parameter_name>
, expected type 1 but was type 2
Incorrect value for parameter
<parameter_name>, expected value 1 but was value 2
One parameter has an incorrect type
The specified parameter has an invalid value
Exit from strategy
Exit from strategy
Invalid third party message type
Protocol parser encountered an unexpected message from the server’s client
End of processing
Invalid interaction subtype End of processing Incorrect subtype for interaction
<interaction_name>
, expected type 1 but was type 2
Unexpected error exception message
Invalid Tenant
<tenant_name>
An unexpected error happened
Server overloaded, request rejected
The server is overloaded
The identifier for the tenant is invalid
Retry
Retry
Retry
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Create Email Out
Use the Create Email Out object to create an outbound e-mail that can be sent to a customer as a reply to an inquiry or be used in an outbound e-mail campaign.
Create Email Out General Tab
Figure 114
shows an example completed properties dialog box for the Create
Email Out object.
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Use the information in
Table 36
to complete the
General tab of the properties dialog box.
Table 38: Create Email Out, General Tab
Parameter
Email Server
Description
Click the down arrow and select an E-Mail Server Java Application from those configured in Configuration Manager.
Output queue Required. Click in the Output queue text box to expand the business processes. Select the interaction queue where E-mail Server Java should place the outbound e-mail.
Create new interaction Select this check box to have a new interaction record created in the UCS
Database for this outbound e-mail.
Select source of standard response text
You can take the Standard Response text either from user data attached to the parent interaction or from any Standard Response in your Standard Response library. If you select the Select Standard Response or category radio button, click in the text box that appears to open a tree of available Standard
Responses.
Address
Include original message into reply
Do not thread
Select the radio button that indicates from where (from user data attached to the parent interaction or the customer profile stored in the UCS Database) to take the address to which the e-mail is to be sent.
If you choose to take the address from the database, you must place the
Identify Contact object in the strategy before the Create Email Out object. For
information on the Identify Contact object, see “Identify Contact” on page 219 .
Select this check box to have the text from the parent interaction copied into the outbound e-mail.
If selected, the outbound e-mail is not saved as a thread under an existing interaction (specified by under key ParentID in UserData) in the contact’s history in the UCS Database. By default this option is cleared.
Field codes You can use this pane to assign values to any Field Code custom variables that may have been associated with the Standard Response in Knowledge
Manager. See the Multimedia 7.6 User’s Guide for more information on field codes.
To assign field code values, click the new item button ( ). A new row appears under the Key and Value headings. Under Key, existing Field Code
Custom Variables associated with the response appear for selection. Under
Value, any existing strategy variables display for selection. Use the
information in the “Field Codes and Custom Variables” on page 156 section
below to edit the values.
Note: You can also manually enter field codes.
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Create Email Out Format Tab
The Create Email Out Format tab has only two fields:
•
From—Select the appropriate address to appear in the From field of the outbound e-mail from the drop-down list of available e-mail addresses.
•
Subject—Either enter a subject into the Subject text box or select the Use subject from SRL check box. If you select the check box, the e-mail subject is taken from the Standard Response you selected on the
General tab.
Create Email Out Result Tab
Note:
IRD uses the same
Result tab for the Acknowledgement,
Autoresponse, Chat Transcript, Classify, Create Email Out, Create
Interaction, Create Notification, Create SMS, External Service,
Identify Contact, MultiScreen, and Screen objects. Some options do
not apply to all objects. Table 74 on
page 255
lists each object and indicates when an option does not apply.
Use the information in Table 20 on
page 163
Result tab in the
CreateE-mailOut Properties dialog box.
Returned Results for the Create Email Out Object
The results returned will be either
Event3rdServerResponse
or
Event3rdServerFault
.
The content of the
Event3rdServerResponse
message is shown in
Table 39
:
Table 39: Create Email Out Object Returned Results
Key Description
NewInteractionId The interaction ID of the new outbound e-mail.
SrlId Global unique Standard Response identifier if it was found and used.
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Any fault message returned uses the fault codes shown in
Table 40
:
Table 40: Create Email Out Object Fault Codes
FaultCode value
103
FaultString value Description Action
104
105
106
107
108
109
201
202
203
204
502
Standard response
<SR_name> found
not found
No Standard Response found in database
No text found in Standard
Response
<SR_name>
No ‘From/To’ address
Too many ‘From/To’ addresses found
‘incorrect name’. Invalid
‘address’
Standard response
<SR_name>
validity period
‘not yet started/expired’
This Standard Response does not exist in the database.
Exit from strategy
Exit from strategy The database has no
Standard Responses in it
The Standard Response exists but it contains no text
Exit from strategy
Either the From or the To address is missing
Either the From or the To field (or both) contain too many addresses
Exit from strategy
Exit from strategy
The address or the domain is invalid
Exit from strategy
The period during which the specified Standard Response is valid has not started or has ended
Exit from strategy
Missing parameter name One parameter is missing
Parameter ‘1’ and ‘2’ are not allowed
These two parameters cannot be present simultaneously
Exit from strategy
Exit from strategy
Incorrect type for parameter
<parameter_name>
, expected type 1 but was type 2
One parameter has an incorrect type
Exit from strategy
Incorrect value for parameter
<parameter_name>, expected value 1 but was value 2
Invalid third party message type
The specified parameter has an invalid value
Protocol parser encountered an unexpected message from the server’s client
Exit from strategy
End of processing
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Table 40: Create Email Out Object Fault Codes (Continued)
FaultCode value
516
FaultString value Description
701
710
711
716
717
718
732
733
734
Action
Interaction
<interaction_name> already exists in database
Unexpected error exception message
Connection to database failed
This interaction already has been created in the database
An unexpected error happened
End of processing
Retry
Connection to database failed Retry
Cannot get config of
‘server’
E-Mail Server Java configuration error
Server overloaded, request rejected
The server is overloaded
Configuration error Config error: invalid option
<option_name>
in section
<section_name>
Invalid custom field code key; < key name>
is a reserved key
Invalid custom field code key
Invalid Tenant
<tenant_name>
No tenant declared in
CME for application
<app_name>
Application
<app_name> has more than one associated tenant (in
CME)
This application has more than one tenant specified
Retry
Retry
Retry
Retry
The identifier for the tenant is invalid
Retry
The application has no tenant specified
Retry
Retry
Create Notification
Use the Create Notification object to create a notification e-mail that can be sent to a customer as a reply to an inquiry. This e-mail may itself contain the response to the inquiry or it may point the customer to the location of the information—for example, a page on the enterprise website.
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Create Notification General Tab
Figure 115
shows an example completed properties dialog box for the Create
Notification object.
Figure 115: Create Notification Properties Dialog Box
Use the information in
Table 41
to complete the
General tab of the properties dialog box.
Table 41: Create Notification, General Tab
Parameter
Email Server
Output queue
Description
Click the down arrow and select an E-Mail Server Java Application from those configured in Configuration Manager.
Required. Click in the Output queue text box to expand the business processes. Select the interaction queue where E-mail Server Java should place the notification e-mail.
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Table 41: Create Notification, General Tab (Continued)
Parameter
Select source of standard response text
Address
Include original message into reply
Field codes
Description
You can take the Standard Response text either from user data attached to the parent interaction or from any Standard Response in your Standard Response library. If you select the Select Standard Response or category radio button, click in the text box that appears to open a tree of available Standard
Responses.
Select the radio button that indicates from where (from user data attached to the parent interaction or the customer profile stored in the UCS Database) to take the address to which the e-mail is to be sent.
Select this check box to have the text from the parent interaction copied into the outbound e-mail.
You can use this pane to assign values to any Field Code custom variables that may have been associated with the Standard Response in Knowledge
Manager. See the Multimedia 7.6 User’s Guide for more information on field codes.
To assign field code values, click the new item button ( ). A new row appears under the Key and Value headings. Under Key, existing Field Code
Custom Variables associated with the response appear for selection. Under
Value, any existing strategy variables display for selection. Use the
information in the “Field Codes and Custom Variables” on page 156 section
below to edit the values.
Create Notification Format Tab
The Create Notification Format tab has only two fields:
•
From
—Select the appropriate address to appear in the From field of the notification e-mail from the drop-down list of available e-mail addresses.
•
Subject
—Either enter a subject into the Subject text box or select the Use subject from SRL check box. If you select the check box, the e-mail subject is taken from the Standard Response you selected on the General tab.
Create Notification Result Tab
Note:
IRD uses the same
Result tab for the Acknowledgement,
Autoresponse, Chat Transcript, Classify, Create Email Out, Create
Interaction, Create Notification, Create SMS, External Service,
Identify Contact, MultiScreen, and Screen objects. Some options do
not apply to all objects. Table 74 on
page 255
lists each object and indicates when an option does not apply.
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Use the information in Table 20 on
page 163
Result tab in the
Create Notification Properties dialog box.
Returned Results for the Create Notification Object
The results returned will be either
Event3rdServerResponse
or
Event3rdServerFault
.
The content of the
Event3rdServerResponse
message is shown in
Table 42
:
Table 42: Create Notification Object Returned Results
Key Description
NewInteractionId The interaction ID of the new interaction.
SrlId Global unique Standard Response identifier if it was found and used.
Any fault message returned uses the fault codes shown in
Table 43
:
Table 43: Create Notification Object Fault Codes
FaultCode value
103
FaultString value Description Action
104
105
106
107
108
109
201
Standard response
<SR_name>
not found
No Standard Response found in database
No text found in Standard
Response
<SR_name>
This Standard Response does not exist in the database.
Exit from strategy
Exit from strategy The database has no
Standard Responses in it
The Standard Response exists but it contains no text
Exit from strategy
No ‘From/To’ address found
Either the From or the To address is missing
Exit from strategy
Too many ‘From/To’ addresses found
Either the From or the To field (or both) contain too many addresses
Exit from strategy
‘incorrect name’. Invalid
‘address’
Standard response
<SR_name>
validity period
‘not yet started/expired’
The address or the domain is invalid
Exit from strategy
The period during which the specified Standard Response is valid has not started or has ended
Exit from strategy
Missing parameter name One parameter is missing Exit from strategy
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Table 43: Create Notification Object Fault Codes (Continued)
FaultCode value
202
FaultString value Description
203
204
502
701
710
711
716
717
718
732
Action
Parameter ‘1’ and ‘2’ are not allowed
Incorrect type for parameter
<parameter_name>
, expected type 1 but was type 2
Incorrect value for parameter
<parameter_name>, expected value 1 but was value 2
Invalid third party message type
These two parameters cannot be present simultaneously
One parameter has an incorrect type
The specified parameter has an invalid value
Exit from strategy
Exit from strategy
Exit from strategy
Unexpected error exception message
Connection to database failed
Protocol parser encountered an unexpected message from the server’s client
End of processing
An unexpected error happened
Connection to database failed Retry
Cannot get config of
‘server’
E-Mail Server Java configuration error
Server overloaded, request rejected
The server is overloaded
Configuration error Config error: invalid option
<option_name>
in section
<section_name>
Invalid custom field code key; < key name>
is a reserved key
Invalid custom field code key
Invalid Tenant
<tenant_name>
The identifier for the tenant is invalid
Retry
Retry
Retry
Retry
Retry
Retry
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Table 43: Create Notification Object Fault Codes (Continued)
FaultCode value
733
FaultString value Description Action
The application has no tenant specified
Retry
734
No tenant declared in
CME for application
<app_name>
Application
<app_name> has more than one associated tenant (in
CME)
This application has more than one tenant specified
Retry
Create SMS
Use the Create SMS object to create an outgoing message in a speciallydesigned format that can be sent via an E-Mail-to-SMS gateway. The gateway then transmits the message in Short Message Service (SMS) format, which is used to communicate with cell phones and personal digital assistants (PDAs).
Genesys supports the Clickatell, sms2email.com, and SMS Gateway for
Mdaemon gateways. Depending on the gateway you are using, the required message format differs. The messages are constructed in Knowledge Manager, as a form of Standard Response.
•
For the settings required to create these messages, see the Genesys
Multimedia 7.6 Knowledge Manager Help.
Also review the documentation and the information on using your particular E-
Mail-to-SMS gateway available on the gateway’s website.
Create SMS General Tab
Figure 116
shows an example completed
General tab in the properties dialog box for the Create SMS object.
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Figure 116: Create SMS Properties Dialog Box
Use the information in
Table 44
to complete the
General tab of the properties dialog box.
Table 44: Create SMS General Tab
Parameter
Email Server
Output queue
Select source of standard response text
Description
Click the down arrow and select an E-Mail Server Java Application from those configured in Configuration Manager.
Required. Click in the Output queue text box to expand the business processes. Select the interaction queue where E-mail Server Java should place the notification e-mail.
You can take the Standard Response text either from user data attached to the parent interaction or from any Standard Response in your Standard Response library. If you select the Select Standard Response or category radio button, click in the text box that appears to open a tree of available Standard
Responses.
The Standard Response you select must be constructed in a way that is compatible with the E-Mail-to-SMS gateway you are using. For an explanation of how to construct valid Standard Responses, see the Genesys
Multimedia 7.6 Knowledge Manager documentation.
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Table 44: Create SMS General Tab (Continued)
Parameter
Address
Do not thread
Field codes
Description
Select the radio button that indicates whether to take the address to which the e-mail is to be sent from user data attached to the parent interaction or from the customer profile stored in the UCS Database.
• For Clickatell, select
Use User Data
. The user data should be configured with the key
_OutboundToAddress
and the value [email protected]
• For sms2email.com, select
Use User Data
. The user data should be configured with the key
_OutboundToAddress
and the value
<any_mobile_number>@text.sms2email.com
.
• For SMS Gateway for MDaemon, select
Use User Data
. The user data should be configured with the key
_OutboundToAddress
. The value can differ depending on the exact format you prefer. for detailed instructions, see the SMS Gateway for MDaemon website.
If you do not want the record of this SMS message to be stored as a thread under the parent interaction, select this check box. By default, this check box is cleared.
You can use this pane to assign values to any Field Code custom variables that may have been associated with the Standard Response in Knowledge
Manager. See the Multimedia 7.6 User’s Guide for more information on field codes.
To assign field code values, click the new item button ( ). A new row appears under the Key and Value headings. Under Key, existing Field Code
Custom Variables associated with the response appear for selection. Under
Value, any existing strategy variables display for selection. Use the
information in the “Field Codes and Custom Variables” on page 156 section
below to edit the values.
Note: You can also manually enter field codes.
Create SMS Format Tab
The Create SMS
Format tab has only two fields:
•
From
—Select the appropriate address to appear in the
From field of the notification e-mail from the drop-down list of available e-mail addresses.
You can use any valid RFC address.
•
Subject
—Either enter a subject into the Subject text box or select the
Use subject from SRL
check box. If you select the check box, the e-mail subject is taken from the Standard Response you selected on the
General tab.
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Create SMS Result Tab
Note:
IRD uses the same
Result tab for the Acknowledgement,
Autoresponse, Chat Transcript, Classify, Create Email Out, Create
Interaction, Create Notification, Create SMS, External Service,
Identify Contact, MultiScreen, and Screen objects. Some options do
not apply to all objects. Table 74 on
page 255
lists each object and indicates when an option does not apply.
Use the information in Table 20 on
page 163
Result tab in the
Create SMS Properties dialog box.
Returned Results for the Create SMS Object
The results returned will be either
Event3rdServerResponse
or
Event3rdServerFault
.
The content of the
Event3rdServerResponse
message is shown in
Table 45
:
Table 45: Create SMS Object Returned Results
Key Description
NewInteractionId The interaction ID of the new interaction.
SrlId Global unique Standard Response identifier if it was found and used.
Any fault message returned uses the fault codes shown in
Table 46
.
Table 46: Create SMS Object Fault Codes
FaultCode value
103
FaultString value Description Action
104
105
106
Standard response
<SR_name>
not found
No Standard Response found in database
No text found in Standard
Response
<SR_name>
No ‘From/To’ address found
This Standard Response does not exist in the database.
Exit from strategy
Exit from strategy The database has no
Standard Responses in it
The Standard Response exists but it contains no text
Exit from strategy
Either the From or the To address is missing
Exit from strategy
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Table 46: Create SMS Object Fault Codes (Continued)
FaultCode value
107
FaultString value Description
108
109
201
202
203
204
502
516
701
710
711
Action
Too many ‘From/To’ addresses found
‘incorrect name’. Invalid
‘address’
Standard response
<SR_name>
validity period
‘not yet started/expired’
Either the From or the To field (or both) contain too many addresses
Exit from strategy
The address or the domain is invalid
Exit from strategy
The period during which the specified Standard Response is valid has not started or has ended
Exit from strategy
Missing parameter name One parameter is missing
Parameter ‘1’ and ‘2’ are not allowed
These two parameters cannot be present simultaneously
Exit from strategy
Exit from strategy
Incorrect type for parameter
<parameter_name>
, expected type 1 but was type 2
One parameter has an incorrect type
Exit from strategy
Incorrect value for parameter
<parameter_name>, expected value 1 but was value 2
Invalid third party message type
The specified parameter has an invalid value
Protocol parser encountered an unexpected message from the server’s client
This interaction has already been created in the database
Exit from strategy
End of processing
End of processing Interaction
<interaction_name> already exists in database
Unexpected error exception message
Connection to database failed
Cannot get config of
‘server’
An unexpected error happened
Retry
Connection to database failed Retry
E-Mail Server Java configuration error
Retry
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Table 46: Create SMS Object Fault Codes (Continued)
FaultCode value
716
FaultString value Description
717
718
732
733
734
Action
Server overloaded, request rejected
The server is overloaded
Config error: invalid option
<option_name>
in section
<section_name>
Configuration error
Invalid custom field code key
Invalid custom field code key; < key name>
is a reserved key
Invalid Tenant
<tenant_name>
No tenant declared in
CME for application
<app_name>
Application
<app_name> has more than one associated tenant (in
CME)
The identifier for the tenant is invalid
This application has more than one tenant specified
Retry
Retry
Retry
Retry
The application has no tenant specified
Retry
Retry
Forward E-Mail
Use the Forward E-Mail object to send a customer e-mail to an external address with the expectation of getting a response back, such as for agent collaboration. Use the Redirect E-Mail object (see
page 230
not expect to receive a response. Once the external resource reply arrives as an inbound e-mail, use the Reply E-Mail From External Resource object (see
page 234
) to create the reply outbound e-mail.
The Forward E-Mail object is a request to E-mail Server Java for method
Forward
to create the e-mail to be forwarded. See Universal Routing 7.6
Strategy Samples for an example of how to use this object.
Forward E-Mail General Tab
Figure 117
shows the dialog box that opens when you click the Forward E-
Mail button, place the Forward E-Mail object in a strategy, and double-click to open its dialog box.
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Figure 117: Forward E-Mail Dialog Box
The
Address f ield enables you to select an
E-mail Accounts Business
Attribute
that has been configured in Configuration Manager (see Figure 45 on
page 96
) to be used for routing.
Use the information in
Table 47
to complete the
General tab in the
Forward E-
Mail Properties dialog box.
Table 47: Forward E-Mail Object, General Tab
Parameter
E-mail Server
Output Queue
Standard
Address
Description
Click the E-mail Server down arrow and select the Application name in
Configuration Manager for the E-mail Server Java that URS should notify
(via Interaction Server).
• This field may be left empty. If empty, Interaction Server uses the first available E-mail Server Java named in its Connections list.
Required. Click in the Output queue text box to expand the business processes. Select the interaction queue where E-mail Server Java should place the e-mail to be forwarded. You must supply a value for this field; otherwise the strategy will not compile.
Use to manually select a Standard Response to be used for the forwarded email so the recipient knows the reason for forwarding.
Enter an e-mail address or select an E-mail Accounts Business Attribute from
Configuration Manager (see Figure 45 on page 96
). Each account has a real address in
Annex\general\address.
You must supply a value for this field.
Returned Results for the Forward E-Mail Object
The results returned will be either
Event3rdServerResponse
(see
page 142
) or a fault message (
page 142
).
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Any fault message returned uses the fault codes shown in
Table 48
.
Table 48: Forward E-Mail Object Fault Codes
FaultCode value
105
FaultString value Description Action
106
107
108
109
201
203
502
510
513
701
710
No text found in Standard
Response
No ‘From/To’ address found
Too many ‘From/To’ addresses found
‘incorrect name’. Invalid
‘address’
Standard response
<SR_name>
validity period
‘not yet started/expired’
This Standard Response is empty
Either the From or the To address is missing
Either the From or the To field (or both) contain too many addresses
Exit from strategy
Exit from strategy
Exit from strategy
The address or the domain is invalid
Exit from strategy
The period during which the specified Standard Response is valid has not started or has ended
Exit from strategy
Missing parameter name One parameter is missing
Incorrect type for parameter
<parameter_name>
, expected type 1 but was type 2
One parameter has an incorrect type
Invalid third party message type
Object not found in database
Interaction
<interaction_name> failed. Manual recovery needed
Unexpected error exception message
Connection to database failed
Protocol parser encountered an unexpected message from the server’s client
End of processing
End of processing Object is not found in database
Interaction is invalid End of processing
An unexpected error happened
Exit from strategy
Exit from strategy
Retry
Connection to database failed Retry
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Table 48: Forward E-Mail Object Fault Codes (Continued)
FaultCode value
711
FaultString value Description
716
717
718
732
733
734
Action
Cannot get config of
‘server’
Config error: invalid option
<option_name>
in section
<section_name>
E-Mail Server Java configuration error
Server overloaded, request rejected
The server is overloaded
Configuration error
Invalid custom field code key
Invalid custom field code key; < key name>
is a reserved key
Invalid Tenant
<tenant_name>
No tenant declared in
CME for application
<app_name>
Application
<app_name> has more than one associated tenant (in
CME)
The identifier for the tenant is invalid
This application has more than one tenant specified
Retry
Retry
Retry
Retry
Retry
The application has no tenant specified
Retry
Retry
Forward E-Mail Format Tab
You can customize the
To, From
, and
Subject areas in the Standard Response
Figure 118
Format tab for the Forward E-Mail object.
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Figure 118: Forward E-Mail Object Format Tab
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Use the information in
Table 49
to complete the fields in the
Format tab.
Table 49: Forward E-Mail Object Format Tab
Parameter
Cc:
Subject:
Description
Click Add opposite Cc to select an address of anyone who should be copied when forwarding. The names listed are E-mail Accounts Business Attributes.
If applicable, enter a new subject for the forwarded e-mail.
Identify Contact
Use the Identify Contact object to create a new contact, identify an existing one, and to update User Data associated with the interaction.
The Identify Contact object enables you to locate one or more contacts whose information is stored in the UCS Database including Last Called Agent
information (see “Last Agent Routing” on
page 223
as well as the section on
Media Contact Attributes for the Last Routed Agent feature in Chapter 4 of the
Genesys Desktop 7.6 Deployment Guide). Contacts are located based on attributes attached to the interaction.
You can specify that you want UCS to return only a single matching contact or a list of contacts who match the specified search criteria. If you have UCS return only a single contact, all the contact’s attributes that are stored in the
UCS Database are provided in the result.
If UCS cannot locate a matching contact, you can have it create a new contact that has the attributes attached to the interaction.
Identify Contact General Tab
Figure 119
shows the
General tab in the properties dialog box for the Identify
Contact object.
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Figure 119: Identify Contact Properties Dialog Box
Use the information in
Table 50
to complete the
General tab of the properties dialog box.
Table 50: Identify Contact General Tab
Parameter
Contact Server
Create Contact
Return Unique
Update User Data
Description
Click the down arrow and select a UCS Application from those configured in
Configuration Manager.
Select this check box to have UCS create a new contact in the UCS Database if the search for an existing contact does not turn up a match.
Select this check box to have UCS return a single matching contact. If you leave this check box clear, UCS returns a list of matching contacts based on the set of contact attribute values you specify elsewhere in the strategy.
If only a single contact is returned, UCS provides all attribute data available for that contact.
If the user data attached to the interaction differs from that stored in the UCS
Database for the contact or contacts located with the Identify Contact object,
UCS updates the database to include the values provided in the user data.
See
for the user data that is returned if you select this option.
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Identify Contact Result Tab
Note:
IRD uses the same
Result tab for the Acknowledgement,
Autoresponse, Chat Transcript, Classify, Create Email Out, Create
Interaction, Create Notification, Create SMS, External Service,
Identify Contact, MultiScreen, and Screen objects. Some options do
not apply to all objects. Table 74 on
page 255
lists each object and indicates when an option does not apply.
Use the information in Table 20 on
page 163
Result tab in the
Identify Contact Properties dialog box.
Returned Results for the Identify Contact Object
The results returned will be either
Event3rdServerResponse
(see
page 142
) or a fault message (
page 142
).
The content of the
Event3rdServerResponse
message is shown in
Table 51
:
Table 51: Identify Contact Object Returned Results
Key
ContactCreated
NumberOfContacts
Found
ContactIdList
Description
If no matching contact exists in the UCS Database, Identify Contact can create a new contact. If one was created, the value returned is true
. If not, the value is false
.
The number of contacts in the UCS Database that match the search criteria. If equal to
0
, ContactIdList includes the newly created contact ID.
A list of the contact of IDs of all contacts that match the search criteria you specified in the Identify Contact properties dialog box.
If you selected the Update User Data check box, the following user data is
Table 52
Table 52: Identify Contact Object Returned User Data
ContactId
Key Description
Contact id, if a unique contact was found or created. Otherwise, this key has no value.
LastCalledAgent_ EmployeeID The employee ID of the agent who most recently handled an interaction with the contact.
LastCalledAgent_TimeStamp The time of the most recent interaction with the contact.
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Table 52: Identify Contact Object Returned User Data (Continued)
Key
PreferredAgent_EmployeeID
EmailAddress
PhoneNumber
FirstName
LastName
<ContactAttributeName>
Description
The employee ID of the agent with which the contact would most like to interact.
The contact’s e-mail address.
The contact’s phone number.
The contact’s first name.
The contact’s last name.
The name of a Contact’s attribute as defined in the Configuration
Layer ContactAttribute Enumerator (primary attribute only).
Any fault message returned uses the fault codes shown in
Table 53
:
Table 53: Identify Contact Object Fault Codes
FaultCode value
201
203
FaultString value Description Action
502
510
701
710
716
730
Missing parameter name One parameter is missing
Incorrect type for parameter
<parameter_name>
, expected type 1 but was type 2
Invalid third party message type
One parameter has an incorrect type
Protocol parser encountered an unexpected message from the server’s client
Exit from strategy
Exit from strategy
End of processing
Object not found in database
Unexpected error exception message
Object is not found in database
An unexpected error happened
End of processing
Retry
Connection to database failed Retry Connection to database failed
Server overloaded, request rejected
The server is overloaded
No searchable attribute No contact attribute for which to search
Retry
Retry
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Last Agent Routing
You can use the Identify Contact object to return information about the last contacted agent separately for every media type.
As introduced in Universal Contact Server 7.0, storage of general Last Called
Agent information (not media specific) is performed using the following
Contact Attributes:
•
LastCalledAgent_EmployeeID
. This attribute stores the employee identifier
(not media-specific) of the Last Called Agent. In the UCS API, it is defined as a
STRING
, not searchable, not sortable.
•
LastCalledAgent_TimeStamp.
This attribute stores the date/time (not mediaspecific) when the Last Called Agent was involved with this contact. In the
UCS API, it is defined as a
DATE
, not searchable, not sortable. When used in an Identify Contact service called from URS, it is defined as a
STRING
(
DATE
type is not supported) following ISO-8601 format: yyyy-MMdd'T'HH:mm:ss'Z'
. For example,
2003-04-01T13:01:02Z represents one minute and two seconds after 1:00 PM in the afternoon of 2003-04-01
(reference is GMT).
•
PreferredAgent_EmployeeID
. This attribute stores the “preferred agent”(not media-specific) employee identifier. In the UCS API, it is defined as a
STRING
, not searchable, not sortable.
To support Last Called Agent capability for each predefined
Media Type
Business Attribute
in Configuration Manager, UCS automatically creates the following contact attributes:
•
LastCalledAgent_EmployeeID_<Media Type name>.
This attribute stores the employee identifier of the Last Called Agent for a specific media. In the
UCS API, it is defined as a
STRING
, not searchable, not sortable.
•
LastCalledAgent_TimeStamp_<Media Type name>
. This attribute stores the date/time when the Last Called Agent was involved with this contact for a specific media. In the UCS API, it is defined as a
DATE,
not searchable, not sortable. When used in an Identify Contact service called from URS, it is defined as a
STRING
(as
DATE type is not supported), following ISO-8601 format: yyyy-MM-dd'T'HH:mm:ss'Z'
. For example,
2003-04-01T13:01:02Z represents one minute and two seconds after 1:00 PM in the afternoon of
2003-04-01 (reference is GMT).
PreferredAgent_EmployeeID_<Media Type name>
. This attribute is used to store the “preferred agent” employee identifier for a specific media. In UCS API, it is defined as a STRING, not searchable, not sortable.
MultiScreen
The MultiScreen object works similarly to the Screen object (see
page 239
).
Both objects request Classification Server to filter interactions for specific words or word patterns based on a Screening Rule. The difference between
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Screen and MultiScreen is that MultiScreen can use multiple Screening Rules, supplies additional return options, and does not require a conditional test in the strategy to determine whether a match occurred.
As described in “Category Structure” on
page 192
, Screening Rules can be associated with classification categories. This gives Classification Server the possibility to return not only matched Screening Rules, but also any categories assigned to those Screening Rules. You can then use these categories to select a standard response or for segmenting interactions in the strategy.
MultiScreen General Tab
Figure 120
General tab of the
MultiScreen Properties
dialog box.
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Figure 120: MultiScreen Properties Dialog Box, General Tab
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Use the Screen Segmentation object (
page 340
) to process the results of the
MultiScreen object.
Use the information in
Table 54
to complete the
General tab.
Table 54: MultiScreen Object, General Tab
Parameter
Classification
Language
Get screened data from
All Rules
Return
Rules only
Description
Click the down arrow to select a Classification Server in the Configuration
Server database.
This field may be left empty. If empty, Interaction Server uses the first available Classification Server named in its Connections list.
Click the down arrow to select the language of the incoming interaction. The selected language determines which Screening Rules are shown. You must select a language in order for the strategy to compile.
You have three choices:
1. User data key if specified. Use this option to have URS take the screened data from the user data attached to the interaction.
2. Otherwise from the variable if specified. Use this option to have URS use a variable for the screening rule name. You can enter the variable name or
select it from the dropdown list. For a use case, see “Getting Screening
Rules From Variables” on page 226
.
3. Otherwise from the UCS Database. This is the default. Use this option to have URS take the screened data from the UCS Database, leave the text boxes empty,.
Select if you wish to apply all Screening Rules. If cleared, the down arrow for the drop-down list for selecting multiple Screening Rules appears as shown in
.
Click the down arrow to select a Screening Rule identifier ( credit card number
in Figure 120 on page 224 ). Only those Screening Rules with the
option
Enabled=true
in the Configuration database are shown. If the
Screening Rule identifier does not sufficiently describe the Screening Rules, you can:
•
Look up the rule in Configuration Manager under Business Attributes
> Screening Rules.
•
Look up the Screening Rule in Knowledge Manager, where it was originally defined.
You must select at least one Screening Rules in order for the strategy to compile.
Select to return Screening Rule IDs (see Table 64 on page 242
) when a match
is found. See “Screening Rule Match Examples” on page 240
.
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Table 54: MultiScreen Object, General Tab (Continued)
Parameter
Matched pairs only
Categories only
All
Description
Select to return matched pairs of Screening Rule IDs and specific strings of words in the e-mail that matched the Screening Rules.
Classification Server can return specific strings that were matched during the screening process. For example a rule screening for credit card numbers could return the following key-value pair:
"Key_credit_number" "1111-2222-3333-4444"
Select to return the classification categories associated with the Screening
Rules (see Figure 109 on page 190
). This can be used later in the strategy to select a Standard Response. This is because a category can be associated with a Standard Response in Knowledge Manager, saved in the UCS Database, and the association then can be carried over to the Configuration Database, which makes it available to IRD strategies.
Select to return Screening Rule IDs, key-value pairs, and categories.
Getting Screening Rules From Variables
You may wish to use this functionality with a strategy that uses multiple screen objects and variables containing Screening Rule names. These variables could be dynamically assigned in this strategy based on some sort of logic. For example, you could assign the value of the interaction’s Customer Segment attribute to a variable. The UCS Database (Knowledge Manager) could be configured to have Screening Rules with names that the Customer Segment attribute could be equal to. So when this variable is assigned with a value of
Gold
, it could trigger the application of the Screening Rule with the same name in the strategy. The benefit of this functionality would be that the strategy containing these variables, once compiled, would dynamically know what
Screening Rules to test against.
Note:
When using variables for Screening Rules and Classification Server returns a “Rule didn’t match” error because the Screening Rule was not found, URS logic does not techincally consider this to be an error. In this case, the interaction exits from the object’s green port.
How MultiScreen Processes Screening Requests
There are eight types of requests that the MultiScreen object can make to
Classification Server. They are defined by the whether you select the
All rules check box or leave it cleared and by which of the four radio buttons you select on the
Return
pane.
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In order to return all possible categories and matched pairs for use on the agent desktop, the analysis doesn’t stop at the first matched Screening Rules
(although only the first one matched is returned in the
ScreenRuleName
and
Id parameters of the Classification Server response). Analysis continues through either all rules in the system (if you select
All rules
) or the subset of rules specified in the
MultiScreen properties
dialog box (if
All rules
is cleared).
When the Order of Screening Rules Affects Results
If you select the
All rules
check box, the order in which the Screening Rules are placed can affect your results.
The lower the number, the higher priority the rule has (1 – higher, 100 – lower). Although the screening process analyzes all rules, only the first matched rule is returned in the
Id
and
ScreenRuleName
parameters of the response from Classification Server.
Therefore, rule 10 is analyzed before rule 20, and if rule 10 matches, rule 20 is not returned, even if it also matches.
When the Order of Screening Rules Does Not Affect Results
When the
All rules
check box is cleared, the order in which the Screening
Rules are analyzed follows the order in which the rules are listed in the
MultiScreen properties
dialog box.
MultiScreen Result Tab
Figure 121
Result tab of the
MultiScreen Properties dialog box.
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Figure 121: MultiScreen Properties Dialog Box, Result Tab
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Use the information in the note on See “Screening Rule Match Examples” on
page 240
and the information in
Table 55
to complete the
Result tab in the
MultiScreen Properties dialog box.
Table 55: MultiScreen Object, Result Tab
Parameter
Do not use output value
Attach output value
Description
Select to have URS ignore the parameters data received from the server.
Select to attach returned values to the interaction User Data in the form of key-value pairs.
Assign output value to a variable
The typical way to process the result is to assign the results to a variable,
which must already be defined (see “Variables in Objects and Expressions” on page 88 ).
Assign values of the key-value pair
Select to assign values in the returned array to of key-value pairs to a list of
variables (see “Returned Results for the Screen Object” on page 243
). If you select this option, the Result tab displays the Output Values pane.
Output values Click the button to add a new entry ( ).
Under
Variable
), click in the field to display a down arrow. Click the down arrow and select the variable, which must
already be defined (see “Variables in Objects and Expressions” on page 88
).
Under Key from output, use the key ScreenRuleMatch. See “Screening Rule
.
Note:
Universal Routing Strategy Samples provides an example strategy that uses MultiScreen.
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Returned Results for the MultiScreen Object
Note:
Depending on the type of request, some parameters may not be present in the returned result. For example, if you selected
Rules only in the
General
page 224
category list or matched strings list in the returned results. On the other hand, if you selected
All
, then Screening Rules, matched pairs, and categories will be present.
The screening response returned from Classification Server is in the form of an
Event3rdServerResponse
message (see
page 142
Event3rdServerFault
page 230
In the case of a match, the
Event3rdServerResponse
message (see
page 142
) will contain the information shown in
Table 56
, with the value for
ScreenRuleMatch being true
:
Table 56: MultiScreen Object Event3rdServerResponse Message
Key
ScreenRuleName
Id
ScreenRuleMatch
CtgId
CtgRelevancy
CtgName
Ctg_xxxx1
Ctg_xxxN
ScrKey_key1
Example:
ScrKey_CreditCard
ScrKey_key2
Example:
ScrKey__Technical_Support
Description
Key: ScreenRuleName
Value: Name
Key: Id
Value: Actual identifier in Universal Contact Server Database
Key: ScreenRuleMatch
Value: true/false
ID of the Category with the highest relevancy
Relevancy of the Category presented in the CtgId
Name of the Category with the highest relevancy.
Category_id relevancy(75%)
Classification Server Results object
Key: "CreditCard"
Value: "1111-2222-3333-4444"
The keys are defined during Screening Rules creation in
Knowledge Manager.
Key: "Key_Technical_Support"
Value: "Technical Support"
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•
If a match is not found, the
Event3rdServerResponse
message result includes value of false
for the ScreenRuleMatch parameter. The interaction is then directed to the green port.
•
If the message cannot be transmitted, and
Event3rdPartyFault
message returns one of the fault codes below.
Table 57: MultiScreen Fault Codes
FaultCode value
FaultString value
501 Internal error in application.
<additional information>
502
504
510
511
512
Description
Unexpected 3rdPty protocol message type=<value>
Can't find interaction= <request message Id>
Can't find rule= <Rule Id> ucsapi exception: <description>, interaction= <request message
Id>
Internal processing exception:
<description>
General internal error happened in Third-party application during request processing. For more details see application log.
Protocol parser encountered unexpected protocol message from server’s client.
Server can't find specified interaction.
Sever can't find specified Screening Rule.
Universal Contact Server API function exception.
Generic internal exception (out of memory, etc.).
230
Redirect E-Mail
Use this object to send a message to an external address without expecting any response or any further processing. The Redirect E-Mail object is a request to
E-mail Server Java for method
Redirect
to create the redirected e-mail.
Supports transfers to external resources, such as off-site experts or product specialists (knowledge workers). Use the Forward E-Mail object (see
page 230
) when you expect a response back.
Note:
See Universal Routing Strategy Samples for an example strategy that uses the Redirect E-Mail object.
Redirect E-Mail General Tab
Figure 122
Redirect EMail properties dialog box.
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Figure 122: Redirect E-Mail Properties Dialog Box
Use the information in
Table 58
to complete the
Redirect E-Mail properties dialog box.
Table 58: Redirect E-Mail Object, General Tab
Parameter
E-mail server
Output queue
Address
Do not thread
Description
Select the E-mail Server Java that will send the redirected e-mail.
• This field may be left empty. If empty, Interaction Server uses the first available E-mail Server Java named in its Connections list.
Required. Click in the Output queue text box to expand the business processes. Select the interaction queue where E-mail Server Java should place the e-mail to be redirected. Queues configured in the Interaction
Design window appear for selection. You must supply a value for this field; otherwise the strategy will not compile.
Enter an e-mail address or select an E-mail Accounts Business Attribute
from Configuration Manager (see Figure 45 on page 96 ) that can be used for
routing. Each account has a real address in
Annex\general\address
. You must supply a value for this field.
Select this check box to prevent this interaction from being included in the interaction record for the redirected e-mail in the UCS Database.
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Redirect E-Mail Format Tab
You can customize the
To
,
From
, and
Subject areas in the Redirect E-Mail
Figure 123
Format tab for the Redirect E-Mail object.
Figure 123: Redirect E-Mail Object Format Tab
Use the information in
Table 59
to complete the fields in the
Format tab.
Table 59: Redirect E-Mail Object Format Tab
Parameter
Cc:
Description
Click Add opposite Cc to select one or more addresses to which this redirected e-mail should be copied. All names listed are E-mail Accounts
Business Attributes.
Exclude these addresses:
The Exclude these addresses pane lists addresses found in the original e-mail.
Click Add to select addresses to exclude from the redirected e-mail. Click
Variable if the addresses are contained in a variable. Can contain a commaseparated list of domains, aliases, variables, and e-mail addresses.
Subject:
If applicable, add a new Subject for the redirected e-mail.
Returned Results for the Redirect E-Mail Object
The results returned will be either
Event3rdServerResponse
(see
page 142
) or a fault message (
page 142
).
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Any fault message returned uses the fault codes shown in
Table 60
:
Table 60: Redirect E-Mail Object Fault Codes
FaultCode value
106
FaultString value Description Action
107
108
201
203
502
510
513
701
710
711
716
717
No ‘From/To’ address found
Too many ‘From/To’ addresses found
Either the From or the To address is missing
Either the From or the To field (or both) contain too many addresses
Exit from strategy
Exit from strategy
‘incorrect name’. Invalid
‘address’
Missing parameter name
Incorrect type for parameter
<parameter_name>
, expected type 1 but was type 2
The address or the domain is invalid
Exit from strategy
One parameter is missing
One parameter has an incorrect type
Exit from strategy
Exit from strategy
Invalid third party message type
Object not found in database
Interaction
<interaction_name> failed. Manual recovery needed
Unexpected error exception message
Connection to database failed
Protocol parser encountered an unexpected message from the server’s client
End of processing
Object is not found in database
Interaction is invalid
An unexpected error happened
End of processing
End of processing
Retry
Connection to database failed Retry
Cannot get config of
‘server’
Config error: invalid option
<option_name>
in section
<section_name>
E-Mail Server Java configuration error
Server overloaded, request rejected
The server is overloaded
Configuration error
Retry
Retry
Retry
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Table 60: Redirect E-Mail Object Fault Codes (Continued)
FaultCode value
718
FaultString value Description
Invalid custom field code key
732
733
734
Invalid custom field code key; < key name>
is a reserved key
Invalid Tenant
<tenant_name>
No tenant declared in
CME for application
<app_name>
Application
<app_name> has more than one associated tenant (in
CME)
This application has more than one tenant specified
Action
Retry
The identifier for the tenant is invalid
Retry
The application has no tenant specified
Retry
Retry
234
Reply E-Mail From External Resource
Note:
External resource is a name for any object outside the contact center. It maybe an external agent or another contact center. Configure external e-mail addresses as E-Mail Accounts
Business Attributes
in
Configuration Manager.
This object works with the Forward E-Mail object (see
page 215
resulting External Resource Reply inbound e-mail as input, extracts the external resource reply text from it, creates a customer reply outbound e-mail, and submits the e-mail to Interaction Server using the specified interaction queue. For an example strategy, see Universal Routing 7.6 Strategy Samples.
Background
An inbound e-mail can be forwarded to an external resource (any e-mail address) using either the Forward E-Mail object in a routing strategy as
page 215
) or via the Genesys Agent Desktop (using the Forward to External Resource feature). The external resource then replies to this e-mail
(using regular e-mail software, such as MS Outlook).
At that point, the following occurs:
•
The reply e-mail comes back into Genesys Multimedia to E-mail Server
Java.
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•
E-mail Server Java identifies the e-mail as an External Resource Reply, and then submits it to Interaction Server.
•
Interaction Server submits the e-mail to URS according to URS’s own policies and queues.
A routing strategy containing the Reply E-Mail from External Resource object is then used. It extracts the agent reply from the External Resource Reply email, and creates an e-mail for the customer (the External Resource Reply message is formatted a special way to allow this process to occur).
The final outbound e-mail customer reply can be either sent directly to the
customer via the Send E-Mail object (see
page 244
to an agent for QA Review, or go as a draft to the original agent who forwarded the message.
Reply E-Mail from External Resource General Tab
Figure 124
shows the properties dialog box associated with the Reply E-Mail
From External Resource object.
Reference Manual
Figure 124: Reply E-Mail from External Resource Dialog Box
Use the information in
Table 61
to complete the
General tab in the
Reply E-
Mail From External Resource dialog box.
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Table 61: Reply E-Mail From External Resource, General Tab
Parameter
E-mail Server
Output queue
Include original message into reply
Description
Select the E-mail Server Java to handle the External Resource Reply inbound e-mail containing the draft reply text from the collaborating agent or expert.(see
).
Required. Click in the Output queue text box to expand the business processes. Select the interaction queue where E-mail Server Java should place the outbound e-mail that contains the reply to be sent to the customer. You must supply a value for this field; otherwise the strategy will not compile.
Select this check box if the reply e-mail should attach the original e-mail.
Format Tab
You can customize the
To
,
From
, and
Subject areas in the Reply E-Mail. The
Reply E-Mail From External Resource object uses the same
Format tab as the
Acknowledgement and Autoresponse objects (see Figure 91 on
page 159
). For
information on completing the fields, see Table 18 on
page 160
.
Returned Results
The results returned will include the agent’s reply or be a fault message
(
Event3rdServerFault,
page 142
) using the fault codes listed in
Table 62
:
Table 62: Reply E-Mail from External Resource Object Fault Codes
FaultCode value
106
FaultString value Description
107
108
201
Action
No ‘From/To’ address found
Too many ‘From/To’ addresses found
Either the From or the To address is missing
Either the From or the To field (or both) contain too many addresses
Exit from strategy
Exit from strategy
‘incorrect name’. Invalid
‘address’
The address or the domain is invalid
Missing parameter name One parameter is missing
Exit from strategy
Exit from strategy
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Table 62: Reply E-Mail from External Resource Object Fault Codes (Continued)
FaultCode value
203
FaultString value Description
One parameter has an incorrect type
Action
Exit from strategy
204
502
510
512
Incorrect type for parameter
<parameter_name>
, expected type 1 but was type 2
Incorrect value for parameter
<parameter_name>, expected value 1 but was value 2
Invalid third party message type
The specified parameter has an invalid value
Exit from strategy
Protocol parser encountered an unexpected message from the server’s client
End of processing
End of processing Object is not found in database
Invalid interaction subtype End of processing
513
701
710
711
714
715
Object not found in database
Incorrect subtype for interaction
<interaction_name>
, expected type 1 but was type 2
Interaction
<interaction_name> failed. Manual recovery needed
Unexpected error exception message
Connection to database failed
Cannot get config of
‘server’
Can’t stop processing of interaction
<interaction_name>
Connection to
<server_name>
closed
Interaction is invalid End of processing
An unexpected error happened
Retry
Connection to database failed Retry
E-Mail Server Java configuration error
Retry
Cannot stop this interaction Retry
A connection to the specified server has closed
Retry
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Table 62: Reply E-Mail from External Resource Object Fault Codes (Continued)
FaultCode value
716
FaultString value Description Action
717
718
732
733
734
913
914
915
916
917
918
Server overloaded, request rejected
The server is overloaded
Config error: invalid option
<option_name>
in section
<section_name>
Configuration error
Invalid custom field code key; < key name>
is a reserved key
Invalid Tenant
<tenant_name>
No tenant declared in
CME for application
<app_name>
Invalid custom field code key
The identifier for the tenant is invalid
Retry
Retry
Retry
Retry
The application has no tenant specified
Retry
Application
<app_name> has more than one associated tenant (in
CME)
Supplied MimeMessage object does not contain an embedded Id
No parent found for interaction
<interaction_name>
This application has more than one tenant specified
The message does not contain an embedded ID
Cannot find the parent interaction for this child interaction
Retry
Retry
Retry
This reply email contains no text
Retry No reply text found in interaction
<interaction_name>
Mismatch between Id
<ID_1>
and interaction parent Id
<ID_2>
No well constructed message
<ID>
Can’t open the
MimeMessage contained in the reply
<ID>
The embedded ID and the parent ID do not match
The specified message is not well constructed
Cannot open the
MimeMessage in the specified reply
Retry
Retry
Retry
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Screen
Use the Screen object to request Classification Server to filter (screen) interactions for specific words or patterns of words based on the Screening
Rules sent by URS (see
Figure 125
Figure 125: Example Knowledge Manager Screening Rule
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Notes:
To obtain all available screening functionality, Genesys strongly
recommends that you use the MultiScreen object (see
page 223
instead of the Screen object. The Screen object should be used only for backward compatibility; for example, for 7.0 backward compatibility.
When you first start creating routing strategies, you may wish to use the Screen object instead of the Classify object if your site’s classification categories are not yet defined or if your site has not purchased the Content Analysis option required by the Classify object.
Screening Rule Match Examples
The Screening Rule identifier is returned in the parameters if the interaction was matched with the rule. If parameter with the key
Id is returned equal to
“” from Classification Server, this indicates that the message did not match the rule.
The typical way to process the result is to assign the screening result to a variable and then manipulate the interaction further based on the results assigned to the variable. For example:
•
You write the results to a variable and the variable is equal to:
ScreenRuleName:””|Id:””|ScreenRuleMatch:false|return:ok
In this case, the message did not match the rule.
•
You write the results to a variable and the variable is equal to:
00001a05F5U900QW:TestDSL|ScreenRuleName:TestDSL|Id:00001a05F5U900QW
|ScreenRuleMatch:true|return:ok
In this case, the message matched the rule.
Another typical way to use the data would be to attach all the parameters to the interaction’s User Data. Then, further in the strategy, this User Data can be analyzed to make routing decisions.
Screen General Tab
Before completing the
Screen dialog box, become familiar with your site’s
Screening Rules and corresponding Screening Rule identifiers. These are initially defined in Knowledge Manager and then carry over (refreshed every
10 seconds) to Configuration Manager, where they appear under
Business
Attributes > Screening Rules
page 96
. Once the carryover occurs, IRD’s Screen object dialog box displays the Screening Rules.
Figure 126
General tab in the
Screen properties dialog box.
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Figure 126: Screen Object Dialog Box
Use the information in
Table 63
to complete the
General tab.
Table 63: Screen Object, General Tab
Parameter
Classification
Language
Screening rule
Description
Click the down arrow to select a Classification Server in the Configuration
Server database.
• This field may be left empty. If empty, Interaction Server uses the first available Classification Server named in its Connections list.
Click the down arrow to select the language of the incoming interaction. The selected language determines the Screening Rules shown. You must select a language in order for the strategy to compile.
Click the down arrow to select a Screening Rule identifier (
Name
in
). Only those Screening Rules with the option
Enabled=true
in the Configuration database are shown. If the Screening Rule identifier does not sufficiently describe the Screening Rules, you can:
• Look up the rule in Knowledge Manager (Edit Screening Rule dialog box).
If you want to change the value of this attribute, you must do it in
Knowledge Manager, not Configuration Manager.
• If additional detail is needed, look up the Screening Rule in Knowledge
Manager, where it was originally defined.
You must select a Screening Rule in order for the strategy to compile.
Screen Result Tab
Figure 127
Result tab in the
Screen properties dialog with an example entry.
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Figure 127: Screen Object Dialog Box, Result Tab
Screening Response
The screening response returned from Classification Server is in the form of an
Event3rdServerResponse
message (see
page 142
•
In the case of a match, the
Event3rdServerResponse
message (see
page 142
will contain the information shown in
Table 64
, with the value for
ScreenRuleMatch being true
:
Table 64: Screen Object Event3rdServerResponse Message
Key
Actual UCS DB ID
ScreenRuleName
Id
ScreenRuleMatch
Description
Key: Actual identifier in Universal Contact Server database. Value:
Name
Key: ScreenRuleName. Value: Name
Key: Id. Value: Actual identifier in Universal Contact Server database
Key: ScreenRuleMatch. Value: true/false
•
If a match is not found, the
Event3rdServerResponse
message result includes value of false
for the ScreenRuleMatch parameter. The interaction is then directed to the green port.
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Use the information in the note on “Screening Rule Match Examples” on
page 240
and the information in
Table 65
to complete the
Result tab in the
Screen properties dialog box.
Table 65: Screen Object, Result Tab
Parameter
Do not use output value
Attach output value
Select this radio button to have URS ignore the parameters data received from the server.
Description
Select to attach returned values to the interaction User Data in the form of key-value pairs.
Assign output value to a variable
The typical way to process the result is to assign the results to a variable (see
“Screening Rule Match Examples” on page 240 ). Select this radio button to
assign any returned output values to an already-configured variable which
must already be defined (see “Variables in Objects and Expressions” on page 88 ).
Assign values of the key-value pair
Output values
Click to assign values in the returned array of classification pairs to a list of
variables (see “Returned Results for the Screen Object” on page 243
). If you select this option, the Result tab displays the Output Values pane shown in
Click the button to add a new entry ( ).
Under
Variable
), click in the field to display a down arrow. Click the down arrow and select the variable, which must
already be defined (see “Variables in Objects and Expressions” on page 88
).
Under Key from output, use the key ScreenRuleMatch. See “Screening Rule
.
Returned Results for the Screen Object
The results returned will be either an
Event3rdServerResponse
message (see
page 242
) or a fault message (
Event3rdServerFault) using the fault codes listed in
Table 66
:
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Table 66: Screen Object Fault Codes
FaultCode value
501
502
504
510
511
FaultString value
Internal error in application with additional information
Unexpected third party protocol message type with value
Can't find interaction with request message ID
Can't find rule with rule ID
Description
General internal error happened in
Third-party application during request processing. For more details see application log.
Protocol parser encountered unexpected protocol message from server’s client.
Server cannot find specified interaction.
Server cannot find specified Screening
Rule.
Universal Contact Server API exception with description and message ID
UCS API function exception.
Note:
IRD uses the same
Result tab for the Acknowledgement,
Autoresponse, Chat Transcript, Classify, Create Email Out, Create
Notification, Create SMS, External Service, Identify Contact,
MultiScreen, and Screen objects. Some options do not apply to all
page 255
lists each object and indicates when an option does not apply.
Send E-Mail
Use this object to send an e-mail waiting in a queue that was previously created with the Acknowledgement, Autoresponse, Chat Transcript, Forward
E-Mail, Redirect E-Mail, Reply E-Mail from External Resource, or Create
Email Out object.
Send E-Mail General Tab
Figure 128
Send E-Mail properties dialog box.
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Reference Manual
Figure 128: Send E-Mail Properties Dialog Box
Use the information in
Table 67
to complete the
General tab of the
Send E-
Mail properties dialog box.
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Table 67: Send E-Mail Properties Dialog Box, General Tab
Parameter
E-mail server
Delivery status notification
Message disposition notification
Header Fields
Description
Select the E-mail Server Java that will send e-mail from the dropdown list.
• This field may be left empty. If empty, Interaction Server uses the first available E-mail Server Java named in its Connections list.
Check this box for the e-mail to include a request for a return message indicating whether and how the original e-mail was delivered.
• If one of the SMTP servers involved in the transport of the original e-mail fails to deliver it, the return message comes into the system with subtype
InboundNDR. It contains no additional information.
• If the original e-mail is successfully delivered, the return message comes into the system with subtype InboundReport. It uses attached data to indicate delivery statuses such as delayed, delivered, relayed, and so on. For details see the "E-mail Server Java: Advanced Topics" section of the
"Ongoing Administration and Other Topics" chapter of the Multimedia 7.6
User's Guide
Check this box for the e-mail to include a request for a return message indicating what happened to the original e-mail after it was delivered; for example, whether it was displayed, printed, deleted without displaying, and so on. The return message comes into the system with subtype
InboundDisposition, and it provides the delivery status in attached data. For details see the “E-mail Server Java: Advanced Topics” section of the
“Ongoing Administration and Other Topics” chapter of the Multimedia 7.6
User's Guide.
Click the add button ( ) to add a new header field.
Under
Key
), enter the name of the new header field.
Under
Value
, select a variable that contains the value or enter the value.
Examples:
X-modified: Thu, 29 Jun 2006 11:22:54 +0200
X-spam: spam_filter_name
Warning: E-mail Server Java returns an error if:
• One of the following (reserved by E-mail Server Java) are present:
AddedHeaderList (from GUI parameters) and _AddedHeaderList (from
UserData).
• One of the following (reserved by E-mail Server Java) is used for the header name: Return-Path, Received, Message-Id, Resent-Date, Date,
Resent-From, From, Reply-To, Sender, To, Cc, Bcc, Subject, In-Reply-To,
Resent-Message-Id, Errors-To, MIME-Version, Content-Type, Content-
Transfer-Encoding, Content-MD5, Content-Length, or Status.
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Attaching Header Fields to User Data
To attach new header fields to the interaction User Data, add the prefix
Header_ to the keys that are being attached to the User Data. If you proceed in this fashion, all clients that access User Data know that these particular keys come from the header. For more information, see the chapter on Interaction
Properties, Other Properties section, in the Multimedia 7.6 User’s Guide.
Returned Results for the Send E-Mail Object
:
The results returned will be either a response message
(
Event3rdServerResponse
page 142
) or a fault message
(
Event3rdServerFault,see
page 142
). Any fault message returned uses the
fault codes in
Table 68
.
Table 68: Send E-Mail Object General Tab Fault Codes
FaultCode value
201
203
FaultString value Description Action
510
701
710
711
712
713
910
Missing parameter name One parameter is missing
Incorrect type for parameter
<parameter_name>
, expected type 1 but was type 2
One parameter has an incorrect type
Object not found in database
Unexpected error exception message
Object is not found in database
An unexpected error happened
Exit from strategy
Exit from strategy
End of processing
Retry
Connection to database failed Retry Connection to database failed
Cannot get config of
‘server’
Error during SMTP authentication
Unknown host
<host_name>
No valid sender found in
<interaction_ID>
E-Mail Server Java configuration error
SMTP authentication error has occurred
The mail server host is unknown
Retry
Retry
Retry
No valid From address in the e-mail
Route to agent or supervisor
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Table 68: Send E-Mail Object General Tab Fault Codes (Continued)
FaultCode value
911
FaultString value Description Action
912
No valid recipients found in
<interaction_ID>
Bad address(es):
<address(es)>
No valid To address in the email
At least one address in the email is invalid
Route to agent or supervisor
Route to agent or supervisor
Send E-Mail Format Tab
You can customize the
To
,
From
, and
Subject areas in the response e-mail to the
Figure 129
Format tab for the Send E-Mail object.
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Figure 129: Send E-Mail Object, Format Tab
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Use the information in
Table 69
to complete the
Format tab.
Table 69: Send E-Mail Object Format Tab
Parameter
From
Cc
Exclude these addresses
Subject
Description
If applicable, click the From: down arrow and select a From address for the email. Addresses in the drop-down list were previously entered as E-mail
Accounts under Business Attributes in Configuration Manager (see
page 96
: [email protected]. Can contain an email address, variable or alias.
If applicable, click Add opposite Cc and select an address to copy into the email. Addresses in the drop-down list were previously entered as E-mail
Accounts under Business Attributes in Configuration Manager (see
page 96
: [email protected];[email protected]. Can contain a list of e-mail addresses separated by a semi-colon as shown above.
Can also contain variables or aliases.
The Exclude these addresses text box lists addresses found in the original email. Click Add and select addresses from the list in the Select Addresses dialog box to exclude them from the e-mail to be sent. Click Variable in the
Select Addresses dialog box if the addresses are contained in a variable. Can contain a comma-separated list of domains, aliases, variables, and e-mail addresses.
If applicable, enter a new subject for the e-mail.
Stop Interaction
Sends a
RequestRouteCall(RouteTypeStop)
message to Interaction Server.
If you select the
Notify check box, it also notifies UCS or a third party server
(through Interaction Server) that interaction processing has stopped for a particular strategy within a business process.
If you are notifying a third-party server, you can specify the service and the method name, if necessary. If you are notifying UCS, use the default service
(
Ixn
) and method name (
StopProcessing
).
When used in a strategy, generates a Stop node in a business process.
When to Use Stop Interaction
When a strategy is part of a business process (see
page 140
strategy (and each strategy branch) with one of these routing objects: Stop
Interaction, Queue Interaction (see
page 282
page 284
), or Workbin (see
page 307
).
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Stop Interaction General Tab
Figure 130
shows the dialog box that opens when you click the
Stop
Interaction button and place the object in your strategy.
250
Figure 130: Stop Interaction Properties Dialog Box
Reason Codes
When you place the Stop Interaction object in a strategy, the resulting
Figure 130
Reason Code.
Configuration Manager predefines the following reason codes in the
Business
Attributes > StopProcessingReason
folder.
•
Normal
•
AutoResponded
•
Terminated
•
Sent
•
Forwarded
•
Redirected
You may wish to extend the list by adding reason codes to the
StopProcessReason
folder in Configuration Manager that are specific to your site.
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Use the information in
Table 70
to complete the fields in the
General tab.
Table 70: Stop Interaction Object, General Tab
Parameter
Reason
Notify
Delete
UCS
3rd Party Server
Application type
Application
Service
Name
Description
Select a reason code. You may wish to extend the list in Configuration
Manager by adding reason codes that are specific to your site. You must select a reason code in order for the strategy to compile.
Select this check box to enable the Delete, UCS, and Third Party Server fields. In order to update the UCS Database with the Stop reason, the Notify check box must be checked without checking the Delete box.
Select to have UCS delete the interaction from its database if, for example, the interaction is not required for reporting or history.
Select to notify UCS that interaction processing has stopped. You can notify either UCS or a third party server; you cannot notify both. If you select this option, you only need to complete the Application type field.
If applicable, select the 3rd Party Server radio button and complete the next two fields (the Service and Name fields are optional).
Click the down arrow and select the Application Type of the third-party server, as it appears in the Configuration database.
Click the down arrow and select the Application Name of the third-party server, as it appears in the Configuration database.
Optional. Enter the type of notification service for the third-party server. By default, this is
Ixn
.
Optional. Enter the name of the notification service for the third-party server.
By default, this is
StopProcessing
.
Returned Results for the Stop Interaction Object
The results returned will either be an
Event3rdServerResponse
message (see
page 142
) or an
Event3rdServerFault
message using the fault codes shown in
Table 71
:
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Table 71: Stop Interaction Object Fault Codes
FaultCode value
201
203
502
510
701
710
716
FaultString value
Missing parameter
<parameter_name>
Incorrect type for parameter
<parameter_name>
, expected type 1 but was type 2
Invalid third party message type
<Object_name>
not found in database
Unexpected error
<error_name>
Connection to
<server_name>
failed
Server overloaded, request rejected
Description
One parameter is missing
One parameter has an incorrect type
Action
Exit from strategy
Exit from strategy
Protocol parser encountered an unexpected protocol message from the server’s client
End of processing
An object used by the
Stop Interaction object is not present in the database
End of processing
An unexpected error happened
Connection to the database failed
Retry
Retry
The server is overloaded Retry
Update Contact
Use the Update Contact object to update contact information in the UCS
Database to correspond to the attached values. You can update information for a single contact or for multiple contacts at once.
You can also use Update Contact to add new fields to the existing contact information in the UCS Database.
Note:
If you want to retrieve one or more existing contacts, use the Identify
Contact object (see “Identify Contact” on
page 219
).
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Update Contact General Tab
Figure 131
shows the properties dialog box for the Update Contact object.
Figure 131: Update Contact Properties Dialog Box
Use the information in
Table 72
to complete the
General tab of the properties dialog box.
Table 72: Update Contact General Tab
Parameter
Contact Server
UseDataFromParameters
Description
Click the down arrow and select a UCS Application from those configured in Configuration Manager.
By default, UCS updates the contact information based on user data attached to the interaction. If you want to specify different information, select the UseDataFromParameters check box and enter the appropriate values for the parameters selected from the Key dropdown list.
Returned Results for the Update Contact Object
The results returned will be either
Event3rdServerResponse
or
Event3rdServerFault
.
The content of the
Event3rdServerResponse
message is a confirmation that the update proceeded correctly.
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Any fault message returned uses the fault codes shown in
Table 73
:
Table 73: Update Contact Object Fault Codes
FaultCode value
201
203
502
510
701
710
716
732
FaultString value
Missing parameter
<parameter_name>
Incorrect type for parameter
<parameter_name>
, expected type 1 but was type 2
Invalid third party message type
<Object_name>
<error_name>
Invalid Tenant
<tenant_name>
not found in database
Unexpected error
Connection to
<server_name>
failed
Server overloaded, request rejected
Description
One parameter is missing
One parameter has an incorrect type
The specified tenant name does not exist
Retry
Action
Exit from strategy
Exit from strategy
Protocol parser encountered an unexpected protocol message from the server’s client
End of processing
An object used by the
Stop Interaction object is not present in the database
End of processing
An unexpected error happened
Connection to the database failed
Retry
Retry
The server is overloaded Retry
Special Note on the Result Tab in Multimedia Objects
IRD uses the same
Result tab for the Acknowledgement (
page 152
),
page 171
), Chat Transcript (
page 182
page 189
page 201
page 205
page 210
page 110
page 219
page 239
page 227
Figure 132
Result tab for the Acknowledgement object.
254 Universal Routing 7.6
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Figure 132: Result Tab
Some options do not apply to all objects.
Table 74
lists each of the above objects and indicates when a
Result tab option does not apply.
Table 74: Result Tab Options
A. Do not use output value
Yes*
B. Attach output value
Yes**
C. Assign output value to variable
D. Assign values of the key-value pair
Yes** Yes** Applies to Acknow.
Object?
Applies to Autoresp.
Object?
Yes* Yes** Yes** Yes**
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Table 74: Result Tab Options (Continued)
A. Do not use output value
B. Attach output value
C. Assign output value to variable
D. Assign values of the key-value pair
Applies to Chat Trans.
Object?
Yes*
No Applies to Classify
Object?
Applies to Create
Email Out object?
Yes*
Yes* Applies to Create
Notif. object?
Applies to Create
SMS object?
Applies to External
Service Object?
Applies to Identify
Contact object?
Yes*
No
No
Yes**
Yes ***
Yes**
Yes**
Yes**
Yes ***
Yes***
Yes**
Yes ***
Yes**
Yes**
Yes**
Yes ***
Yes***
Yes**
Yes ***
Yes**
Yes**
Yes**
Yes ***
Yes***
Applies to Screen/
MultiScr. Object?
No Yes *** Yes ***
Yes* = Further processing of returned data is not always necessary for these objects.
Yes ***
Yes** = Returned data may be used for reporting or logging purposes.
No = There is no reason to use an object if not to process returned data.
Yes*** = A particular mode should be chosen based on required result. If returned data needs to be delivered to agent, use option C. If data is required in a strategy only to make a routing decision, use option C or D.
Outbound Objects
Note:
In order to use the Outbound Objects, Interaction Server must be installed.
The Outbound toolbar in the
Routing Design window provides strategybuilding objects that support Genesys Outbound Contact, an automated product for creating, modifying, running, and reporting on outbound
campaigns for proactive customer contact.
Figure 133
shows the buttons for
256 Universal Routing 7.6
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Routing Design
window when you click the Outbound icon.
Figure 133: Outbound Objects Toolbar
The Outbound strategy-building objects were specifically designed to be used in strategies configured for proactive routing functionality, the essential element of which is a communication between URS and Interaction Server and
Interaction Server and OCS. Thus, all proactive routing interactions will be classified as open-media interactions processed with the outbound_preview media type.
Add Record
Use the Add Record object to automate building of Calling Lists by adding a new record to a specified Calling List.
Calling List Overview
Calling Lists are database tables with records that store a collection of phone numbers and other customer and business-related data. Each record contains the Campaign name and Campaign ID, as well as unique customer contact information, including the customer’s phone number and/or e-mail address. A
Campaign is a flexible master plan that organizes Calling Lists for the purpose of dialing calls and handling call results.
A Calling List must contain Genesys mandatory fields, such as contact_info and contact_info_type
, and can also contain user-defined, custom fields. The
Campaign name, for example, is stored in a user-defined field, which is specified by the campaign_name_field option. A user-defined field may also serve as a customer identifier for Do Not Call requests, as an alternative to the
DNC restriction on a customer's phone number.
Use Case
Use Add Record to automatically develop a Calling List, such as one to follow up on inbound calls that were abandoned during traffic peaks. You can then configure a routing strategy to detect abandoned calls and add records to the
Calling List with the parameters of the incoming interactions. The Calling List can subsequently be used by an outbound campaign that dials out these customers during off peak hours and has the agent apologize and follow up.
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Add Record Object Properties
Figure 134
Add Record Properties dialog box.
Outbound Objects
258
Figure 134: Add Record Properties Dialog Box
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Use the information in
Table 75
to complete the dialog box. If you require more information on adding records to Calling Lists in general, consult the section on adding records to a Calling List in the Outbound Contact 7.6
Reference Manual.
Table 75: Add Record General Tab
Parameter
OC server
Campaign
Calling list
Timezone Name
Contact info
Contactinfo type
Record Type
Record Status
Call Result
Attempts
DateTime
Call Time
Description
Select an Outbound Contact Server that URS will request (through
Interaction Server) to create the Calling List record. If not specified,
Interaction Server will use the first Outbound Contact Server in its
Connections List.
Required field. Enter the variable or select the Campaign name to be run. Run time specification allowed.
Required field. Select the name (or variable containing the name) of
the Calling List for the current interaction (see “Calling List
). Run time specification allowed.
Required field. Select a Configuration Server Time Zone name to associate with this record. Run time specification allowed.
Required field. Enter or select a phone number or e-mail address for the customer.
Optional field. Select the customer’s contact type, phone or e-mail as defined in a Configuration Manager Enumeration table or leave empty.
Optional field. Select the record type code as defined in a
Configuration Manager Enumeration table or leave empty.
Optional field. Select a record status code as defined in a
Configuration Manager Enumeration table or leave empty.
Optional field. Select a result code as defined in a Configuration
Manager Enumeration table or leave empty.
Optional field. Select/enter the number of attempts to create the record or leave empty and use the default of 0. Run time specification allowed.
Optional field. Select/enter when to schedule the callback or leave empty to use the default of 0. Use format MM/DD/YY(YYYY)
HH:MM. Run time specification allowed.
Optional field. Select/enter the system time when the record was called, in seconds from 01/01/1970 (GMT) 00:00 or leave empty.
Run time specification allowed.
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Table 75: Add Record General Tab (Continued)
Parameter
Time From
Time Until
UserData attributes
Description
Optional field. Select/enter the “from” portion of the timeframe when the record can be called. Use seconds from midnight or leave empty to use the default of 28800 (8:00 AM). Run time specification allowed.
Optional field. Select/enter the “until” portion of the time frame when the record can be called. Use seconds from midnight or leave empty to use the default of 64800 (6:00 PM). Run time specification allowed.
Optional field. Use this area to define key-value pairs to be added/updated in the User Data.
To define key-value pairs, click the new item button ( ). A new row appears under the Key and Value headings. Under Key in the new row, select an existing User Data key. Under Value, select a strategy variable that contains the value or enter a value.
Note:
Due to the different sources in the Configuration Database, the Call
Result values list provided by the Add Record object can be inconsistent with the list of Call Result values populated in a record in
Outbound Contact Manager.
Returned Results for the Add Record Object
The results returned will be either Event3rdServerResponse (see
page 142
) or a fault message (Event3rdServerFault, see
page 142
).
The content of the Event3rdServerResponse message for the AddRecord
Table 76
:
Table 76: Add Record Method Returned Results
FaultCode value
FaultString value
101
102
No Active Campaigns
Description
Can not execute request. Calling list was not loaded.
No Running Preview Campaigns Not applicable.
103
104
105
No Records Available
Record not found
Invalid Request Data
Not applicable.
Outbound Contact Server received request regarding not existing or already processed record.
Some mandatory parameters are missed.
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Table 76: Add Record Method Returned Results (Continued)
108
112
113
114
109
110
111
FaultCode value
FaultString value
106
107
Invalid Request
Invalid Time
Invalid Time Format
Record Already Processed
DB Error
Chained Records not found
Record already exists
AddRecord Error
Scheduled record not found
Description
Invalid method.
Received time does not meet request conditions
(e.g., reschedule in the past).
Outbound Contact Server cannot convert string to time (e.g., “25/45/00”).
Received request refers to record already processed.
Cannot execute the request due to database error.
Not applicable.
Attempt to add record existing in database.
Cannot add the record.
Not applicable.
Do Not Call
Use the Do Not Call object to add a phone number or e-mail address to a specified Do Not Call List and mark the corresponding record as Do Not Call.
Note:
Use the Do Not Call and Processed (
page 264
Outbound record processing. You cannot use other Outbound objects to process records with the same Record Handle after using Processed or
DoNotCall in a strategy flow.
Do Not Call List Overview
In the Outbound Contact product, a list of customers who request not to be contacted is known as a Do Not Call List. This data is stored in a Do Not Call
List file, using as the key either the customer’s contact information, such as a phone number and e-mail address, or a customer ID.
Outbound Contact Manager processes Do Not Call Lists that are formatted as plain text (flat) files, with columns of data separated by commas (commaseparated values), and rows separated by the end of a line.
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Use the Do Not Call object to prevent a record from being dialed by any campaign. If a record is marked as Do Not Call, Outbound Contact Manager rejects all subsequent requests for the record.
When URS executes this object in a strategy, it sends (via Interaction Server) a
DoNotCall request to OCS. Using the GSW_RECORD_HANDLE provided,
OCS:
•
Identifies the record and updates the record type as
NoCall
.
•
Enters the phone number and e-mail address or customer ID of this record in the gsw_donotcall_list
(table).
If you require more information on Do Not Call Lists in general, see the section on submitting Do Not Call requests in the Outbound Contact 7.6
Reference Manual.
Do Not Call Object Properties
Figure 135
Do Not Call Properties dialog box.
262
Figure 135: Do Not Call Properties Dialog Box
Use the information in
Table 77
to complete the dialog box.
Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Outbound Objects
Table 77: Do Not Call General Tab
Parameter
OC server
RecordHandle
ContactInfo
CustomerID
AllChain
Description
Select an Outbound Contact Server that URS will request (through
Interaction Server) to create the Do Not Call List record. If not specified,
Interaction Server will use the first Outbound Contact Server in its
Connections List.
Specify one of the following:
• Record handle
• Contact info
• Customer ID
Enter or select a variable for the Record ID assigned by Outbound Contact
Server. Run time specification allowed.
Enter or select a variable for the phone number or e-mail address. Run time specification allowed.
Enter or select a variable for the CustomerID. Run time specification allowed.
This check box contains a flag (Check or Uncheck) determining whether to update the record chain or just the single record.
• Uncheck: Only one phone number will be added to the Do Not Call List.
• Check if you want to add all phone numbers from the record chain.
Returned Results for Do Not Call Object
The results returned will be either Event3rdServerResponse (see
page 142
) or a fault message (Event3rdServerFault, see
page 142
).
The content of the Event3rdServerResponse message for the DoNotCall
Table 78
.
Table 78: Do Not Call Method Returned Results
FaultString Value Description FaultCode
Value
101
102
103
No Active Campaigns Can not execute request. Campaign was not loaded.
No Running Preview Campaigns Not applicable.
No Records Available Not applicable.
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Table 78: Do Not Call Method Returned Results (Continued)
FaultCode
Value
104
FaultString Value
Record not found
Description
110
111
112
113
114
105
106
107
108
109
Invalid Request Data
Invalid Request
Invalid Time
Invalid Time Format
Record Already Processed
DB Error
Chained Records not found
Record already exists
AddRecord Error
Scheduled record not found
OCS received request regarding non-existing or already processed record.
Some mandatory parameters are missed.
Invalid method.
Not applicable.
Not applicable.
Received request refers to record already processed.
Cannot execute the request due to database error.
Not applicable.
Attempt to add record existing in database.
Not applicable.
Not applicable.
264
Processed
Note:
Use the Processed and Do Not Call (
page 261
Outbound record processing. You cannot use other Outbound objects to process records with the same Record Handle after using Processed or
DoNotCall in a strategy flow.
In the Outbound Contact product, when an agent finishes processing a Calling
List record (see
page 261
), Genesys Desktop sends a RecordProcessed event to
indicate that the record is processed and OCS updates the record accordingly.
Use the Processed object in a strategy to have URS request (through
Interaction Server) that Outbound Contact Server finish processing a record created as a result of a customer call that was previously:
•
Initiated from a Calling List (see “Calling List Overview” on
page 257
)
•
Automatically dialed by the Genesys Outbound Contact product
•
Routed to an agent when the potential customer answered
When URS executes this object in a strategy, it results in an External Service
Request (through Interaction Server) to Outbound Contact Server. Since the
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Chapter 2: Interaction Routing Designer Objects Outbound Objects request goes through Interaction Server, you must have that component installed.
Working with User Data
URS can access Proactive record data as User Data in Interaction Server/T-
Server event messages (
EventRouteRequest in most cases). You can use the standard User Data access functions UData[key], InteractionData[key],
BusinessData[key] to get the data. Campaign identification is available as User
Data with key
GSW_CAMPAIGN_NAME
, Calling List as User Data with key
GSW_CALLING_LIST
, record identifier as
GSW_RECORD_HANDLE
, customer e-mail address or phone as
GSW_PHONE
.
To manipulate attached data, use function Attach[key, value] to add userdefined data (
page 384
), function Update[key, value] to update (
page 398
), and
DeleteAttachedData[key] to delete (
page 388
For more information, see the section on updating call results, as well as
Genesys events and event type protocols, in the Outbound Contact 7.6
Reference Manual.
Processed Object Properties
Figure 136
Processed Properties dialog box.
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Figure 136: Processed Properties Dialog Box
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Use the information in
Table 79
to complete the dialog box.
Table 79: Processed General Tab
Parameter
OC server
RecordHandle
UserData attributes
Description
Select an Outbound Contact Server that URS will request (through
Interaction Server) to finish processing the Calling List record. If not specified, Interaction Server will use the first Outbound Contact
Server in its Connections List.
Required field. Enter or select a variable for the Record ID assigned by Outbound Contact Server. Run time specification allowed.
Use this area to define key-value pairs to be added/updated in the
User Data.
To define key-value pairs, click the new item button ( ). A new row appears under the Key and Value headings. Under Key in the new row, select an existing User Data key. Under Value, select a strategy variable that contains the value or enter a value. Run time specification allowed for values, not keys.
Returned Results for Processed Object
The results returned will be either Event3rdServerResponse (see
page 142
) or a fault message (Event3rdServerFault, see
page 142
).
The content of the Event3rdServerResponse message for the Processed method
Table 80
Table 80: Processed Method Returned Results
FaultCode
Value
101
102
103
104
FaultString value
No Active Campaigns
No Running Preview
Campaigns
No Records Available
Record not found
Description
Can not execute request. Campaign was not loaded.
Not applicable.
105
106
107
Invalid Request Data
Invalid Request
Invalid Time
Not applicable.
OCS received request regarding non-existing or already processed record.
Some mandatory parameters are missed.
Invalid method.
Received time does not meet request conditions
(e.g., reschedule in the past).
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Table 80: Processed Method Returned Results (Continued)
FaultCode
Value
108
109
110
111
112
113
114
FaultString value
Invalid Time Format
Record Already Processed
DB Error
Chained Records not found
Record already exists
AddRecord Error
Scheduled record not found
Description
OCS cannot convert string to time (e.g., “25/45/00”).
Received request refers to record already processed.
Cannot execute the request due to database error.
Not applicable.
Attempt to add record existing in database.
Cannot add the record.
Not applicable.
Reschedule
Use the Reschedule object to reschedule a customer call on a Calling List (see
page 257
). A record is typically rescheduled
during a call when a customer requests a callback at a certain time.
As described in the section on scheduling and rescheduling records in the
Outbound Contact 7.6 Reference Manual, Outbound Contact supports two methods for rescheduling records:
1. Using RecordReschedule to reschedule a call.
2.
Using ScheduledRecordReschedule when a rescheduled call cannot be completed and must be set for another time.
The Reschedule object emulates the first method. URS sends OCS (through
Interaction Server) a RecordReschedule message and receives a
RecordRescheduleAcknowledge in return.
When URS executes this object in a strategy, it results in an External Service
Request (through Interaction Server) to Outbound Contact Server. Since the request goes through Interaction Server, you must have that component installed.
Reschedule Object Properties
Figure 137
General tab in the
Reschedule Properties dialog box.
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Figure 137: Reschedule Properties Dialog Box
Use the information in
Table 81
to complete the dialog box.
Table 81: Reschedule General Tab
Parameter
OC server
RecordHandle
Interval
Description
Select an Outbound Contact Server that URS will request (through
Interaction Server) to reschedule the Calling List record. If not specified, Interaction Server will use the first Outbound Contact
Server in its Connections List.
Required field. Enter or select a variable for the Record ID assigned by Outbound Contact Server. Run time specification allowed.
Required field. In order to schedule the requested callback based on the customer’s requested callback time, enter or select a variable for the interval in minutes from the requested callback time.
After this interval, the Calling List record will be re-submitted to
Interaction Server for submittal to Outbound Contact Server for rescheduling. Run time specification allowed.
Returned Results for Reschedule Object
The results returned will be either Event3rdServerResponse (see
page 142
) or a fault message (Event3rdServerFault, see
page 142
).
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110
111
112
113
114
The content of the Event3rdServerResponse message for the Reschedule
Table 82
:
Table 82: Reschedule Method Returned Results
FaultString Value Description FaultCode
Value
101
105
106
107
102
103
104
108
109
No Active Campaigns
No Running Preview Campaigns Not applicable.
No Records Available Not applicable.
Record not found
Cannot execute request. Campaign was not loaded.
OCS received request regarding non-existing or already processed record.
Invalid Request Data
Invalid Request
Invalid Time
Invalid Time Format
Some mandatory parameters are missed.
Invalid method.
Received time does not meet request conditions
(e.g., reschedule in the past).
OCS cannot convert string to time (e.g.,
“25/45/00”)
Record Already Processed
DB Error
Chained Records not found
Record already exists
AddRecord Error
Scheduled record not found
Received request refers to record already processed.
Cannot execute the request due to database error.
Not applicable.
Attempt to add record existing in database.
Cannot add the record.
Not applicable.
Update Record
Use this object to update a Calling List record (see “Calling List Overview” on
page 257
) that you specify via a RecordHandle parameter.
The UpdateCallCompletionStats request updates Genesys modifiable mandatory fields and custom fields in a record to OCS. In Predictive dialing mode, this request can be used to overwrite the call result detected by call progress detection when needed. Or you can overwrite a call result answer with the call result wrong party
.
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When URS executes this object in a strategy, it results in an External Service
Request (through Interaction Server) to Outbound Contact Server. Since the request goes through Interaction Server, you must have that component installed.
For more information on updating records, see the section on updating call results and custom fields in the Outbound Contact 7.6 Reference Manual.
Processed Object Properties
Figure 138
Update Properties dialog box.
270
Figure 138: Update Record Properties Dialog Box
Use the information in
Table 83
to complete the dialog box.
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Chapter 2: Interaction Routing Designer Objects Outbound Objects
Table 83: Update Record Object, General Tab
Parameter
OC server
Record handle
UserData attributes
Description
Select an Outbound Contact Server that URS will request (through
Interaction Server) to update the Calling List record. If not specified,
Interaction Server will use the first Outbound Contact Server in its
Connections List.
Enter or select a variable for the Record ID assigned by Outbound
Contact Server. Run time specification allowed.
Use this area to define key-value pairs to be added/updated in the
User Data.
To define key-value pairs, click the new item button ( ). A new row appears under the Key and Value headings. Under Key in the new row, select an existing User Data key. Under Value, select a strategy variable that contains the value or enter a value. Run time specification allowed for values, not for keys.
Returned Results for Reschedule Object
The results returned will be either Event3rdServerResponse (see
page 142
) or a fault message (Event3rdServerFault, see
page 142
).
The content of the Event3rdServerResponse message for the Reschedule
Table 84
:
Table 84: Reschedule Method Returned Results
105
106
107
102
103
104
FaultCode
Value
FaultString Value
101 No Active Campaigns
Description
No Running Preview Campaigns Not applicable
No Records Available Not applicable
Record not found
Can not execute request - no one campaign was loaded
OCS received request regarding not existing or already processed record
Invalid Request Data
Invalid Request
Invalid Time
Some mandatory parameters are missed
Invalid method
Received time does not meet request conditions (e.g. reschedule in the past)
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Table 84: Reschedule Method Returned Results (Continued)
FaultCode
Value
FaultString Value
108 Invalid Time Format
109
110
111
112
113
114
Record Already Processed
DB Error
Chained Records not found
Record already exists
AddRecord Error
Scheduled record not found
Description
OCS cannot convert string to time (e.g. "25/45/00")
Received request refers to record already processed
Cannot execute the request due to DB error
Not applicable
Attempt to add record existing in DB
Cannot add the record
Not applicable
Configuring Proactive Routing
Notes:
For information on enabling proactive interaction functionality on the agent desktop (also known as
Push Preview mode), see the chapter on
Communication Protocols, Proactive Interaction Support section, in the
Outbound Contact 7.6 Reference Manual.
Also see the Genesys 7.6 Proactive Routing Solution Guide.
Keep the following in mind when configuring proactive routing:
•
You can configure routing strategies to distinguish proactive interactions
(outbound records) from inbound interactions.
Preview records are submitted with a
Media Type
page 96
outbound_preview
. Outbound Contact Server (OCS) delivers them according to Agent Capacity rules and current agent activity. Agents may process them in parallel with any other kind of interactions.
To be able to receive preview records, the agent must be logged into an
Interaction Server Place and into Media Channel outbound_preview
. To access an interaction’s
Media Type
, use functions
GetMediaTypeName[mediaId] and GetMediaType[]. If
(GetMediaTypeName[GetMediaType[]]='outbound_preview') then … else
…
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Table 85: OCS Media Type Specification
Key Type Value
GSW_CONTACT_MEDIA_TYPE String
Media type corresponding to Media Type
Business Attribute value.
Use standard user data access functions such as UData[key] to access user data including
GSW_CONTACT_MEDIA_TYPE.
•
Universal Routing is not hardcoded to handle rejected interactions. Similar to Ring-No-Answer situations, you must configure routing strategies to handle rejected interactions such as:
Restoring rejected interaction positions in waiting queues by using age of interaction.
•
Marking rejected interactions with attached data then analyze the attached data.
Implementation Sample
Strategy that routes to agents step-marks interactions before routing with attached data,
LastStepRoutingPoint
, and the value of Dest[] function (returns value of
ThisDN
in event message).
Rejected interactions are resubmitted to the same strategy on the same routing point.
The same strategy should at the start compare the
LastStepRoutingPoint attached data with the value of the Dest[] function. If the same, it is very likely the interaction was rejected so some specific steps it should be done here.
Using age of interaction makes it possible to place rejected interactions in waiting queues in the correct order. If necessary, the strategy can also check the name of the agent to call was routed to for the rejected interaction in order to exclude this agent (ExcludeAgents[] function) as a potential routing target.
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Routing Objects
Note:
Use Routing objects with corresponding routing rules, as well as
Selection object, for voice interactions only. Use the remaining three
Routing objects (Route Interaction, Workbin and Queue Interaction) for non-voice interactions only.
Figure 139
shows the buttons on the Routing objects toolbar that opens when
you click the Routing icon.
Figure 139: Icon for Routing Objects
IRD can select a target using Routing objects. The Service Level, Load
Balancing, Percentage, Statistics, Switch to Strategy, Force Routing, and
Workforce objects select the targets based on user-defined routing rules, which can be used in more than one strategy.
Creating Routing Rules for Routing Objects
Before using a Routing object that uses a routing rule (see
page 67
), if the applicable routing rule does not exist, you must create it. Open the
Routing
Rules
list in IRD and then select
New
from the
File menu. This opens the
New
Routing Rules
Figure 140
).
274
Figure 140: New Routing Rules Dialog Box
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Chapter 2: Interaction Routing Designer Objects Routing Objects
After you select the routing rule type and enter a name and description, a routing rule dialog box opens.
Properties Dialog Boxes for Routing Rules
Figure 141
Percentage tab of a completed
Percentage routing rule dialog box.
Figure 141: Percentage Routing Rule Dialog Box
Figure 142
Load balancing tab of a completed
Load balance routing rule dialog box.
Reference Manual
Figure 142: Load Balance Routing Rule Dialog Box
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Note:
For more information on loading balancing, see that chapter in the
Universal Routing 7.6 Deployment Guide.
Figure 143
Statistics tab for an example
Statistics routing rule
.
Figure 143: Statistics Routing Rule Dialog Box
Figure 144
Service level tab for an example
Service level routing rule.
276
Figure 144: Service Level Routing Rule Dialog Box
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Chapter 2: Interaction Routing Designer Objects Routing Objects
Figure 145
Workforce tab for an example
Workforce routing rule.
Reference Manual
Figure 145: Workforce Routing Rule Dialog Box
•
For an example Force routing rule, see Figure 146 on
page 278
.
•
For an example Switch-to-Strategy routing rule, see Figure 158 on
page 306
.
Once you have created a routing rule, information about it appears when it is selected in the properties dialog box for the selected Routing object (see
page 280
).
Note:
Do not use variables for routing rules since routing rules can be used by more than one strategy and variables cannot.
Warning!
Universal Routing 7.2 through 7.6 does not support Routing objects in strategies that use routing rules with targets of type
Queue
Group
.
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Default
Unlike other Routing objects, the Default object does not use a properties dialog box. Instead, the Default routing object tells URS to route the interaction to the default destination, as specified by the default DNs at the routing point or by the configuration option default_destination
(see
page 539
).
When you use the Default object in a strategy, it sends the interaction to that destination. The Default object does not have an associated properties dialog
box and you cannot assign properties to the Default object. Also see “Default
page 624
.
Note:
Default DNs are set through Configuration Manager as a property of a routing point.
Force Routing
This object uses a routing rule to tell URS to force the interaction to the first target type (
ACDQueue
,
Destination Label
, or
Routing Point
) without any other
Figure 146
shows properties for a Force Routing rule that is routed to an ACD queue.
278
Figure 146: Force Routing Rule Dialog Box, Force Tab
The interaction is routed unconditionally; URS does not check the status of the destination. This object is similar to the Force function in the Function object.
See
page 321
for additional information on this object.
Warning!
Force should always be thought of as a last plan of action and therefore used infrequently.
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Load Balancing
Note:
This object is used for load balancing between queues. For information on load balancing between multiple URS, between targets, and IVR server load balancing, see the chapter on load balancing in the
Universal Routing 7.6 Deployment Guide. Also see Router Self-
Awareness in that guide where URSs deployed in a load sharing mode can communicate with each other.
This object uses a preconfigured routing rule (see “Creating Routing Rules for
page 274
) to distribute voice interactions to URS queues
according to estimated wait time (see
page 617
Figure 147
shows the properties dialog box for the Load Balancing Routing object in.
Reference Manual
Figure 147: Load-Balancing Properties Dialog Box
See Chapter 7, “Routing Statistics,”
page 611
and “User-Defined Statistics” on
page 626
, as well as the Reporting Technical Reference Guide for the Genesys
7.2 Release, for more detailed descriptions of available contact center statistics. For information on load balancing, see that chapter in the Universal
Routing 7.6 Deployment Guide.
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Warning!
A Share Agent by Service Level Agreement (SLA) solution or a
Cost-Based Routing solution, as described in the Universal
Routing 7.6 Routing Application Configuration Guide, are not compatible with Load Balancing routing rules. The additional target selection criteria specified in an SLA solution, or using cost as additional target selection criteria, will upset the balance. For additional information, see the warning on
page 618
Percentage
Use the Percentage object to route voice interactions. This object uses a preconfigured routing rule to distribute interactions to targets based on a set
percentage for each target (see “Creating Routing Rules for Routing Objects” on
page 274
Figure 148
shows the properties dialog box that opens when you
double-click the Percentage Routing object in a strategy.
280
Figure 148: Percentage Allocation Properties Dialog Box
When this criterion is used, every target (see Figure 141 on
page 275
supplied with a non-negative integer percentage. Targets with a percentage of 0 can only receive interactions when no target with a non-zero percentage is available.
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When URS distributes interactions to targets on such target lists, it attempts to distribute to each target a proportion of all interactions arriving to the target list. It attempts a distribution that equals the ratio of the target’s own set percentage to the sum of all percentages of targets on the list (the ideal ratio).
URS achieves this by routing the interaction to the available target for which the proportion of received interactions is running the farthest behind the ideal ratio.
To complete the
Percentage
tab of a Percentage routing rule (see Figure 141 on
page 275
1. From the Type drop-down menu, select a type (
ACDQueue
,
Agent
,
Agent
Group
,
Destination Label
,
Place
,
Place Group
,
Queue Group
, or
Routing
Point
).
2.
Using the
Add Item
button, add the number of targets desired.
3.
For each target, in the
Destination Name
column, click the arrow to display a dialog box and select a value for the target.
For
Agent,
the value is the employee ID. For
Agent Group
,
Place
, and
Place
Group
, the value is the name of the corresponding object in Configuration
Layer. For
Routing Point
,
ACDQueue
, and
Destination Label
, the value is the Alias of the corresponding DN in Configuration Layer. (The target type in this dialog box is preselected and no other type can be selected in this dialog box.)
4.
In the
% column, specify a percentage for each target.
Important Notes
•
Interaction Routing Designer does not limit the percentage to 100. If the sum of the percentages for the listed targets is greater than 100, all percentages adjust so that the total equals 100 percent.
•
URS supports using non-configurable targets in percentage routing rules in the format <DN_number>@ <switch_name>. This differs from the nonconfigurable targets used in functions, which use the format
<DN_number>@<switch_name>.DN.
•
The Percentage routing rule is most appropriate to use with targets that
URS always assumes to be ready, such as ACD queues, route points, and so on. If you use Agent, AgentGroup, Place, or PlaceGroup targets, the specified percentage distribution is not guaranteed in a situation where there is no available target for the interaction.
•
Cost-Based Routing (CBR), as described in the Universal Routing 7.6
Cost-Based Routing Configuration Guide, is incompatible with Percentage distribution. If CBR and Percentage distribution are both activated, then
URS uses the Percentage object and CBR is disabled for the call.
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•
A Share Agent by Service Level Agreement (SLA) Routing solution, as described in the Universal Routing 7.6 Routing Application Configuration
Guide, is also incompatible with Percentage distribution. The additional target selection criteria specified in an SLA solution will upset the balance.
For additional information, see the warning on
page 618
Queue Interaction
Notes:
page 141
Strategy Samples contains many examples of how to use this object.
When a non-voice strategy is part of a business process (see
page 140
), you must always finish the strategy and each strategy branch with one of three
routing objects: Stop Interaction (see
page 249
page 284
); or Queue Interaction (this page)
Queue Interaction Strategy-Linked Nodes
The specified interaction queue flows out of the right side of a Strategy object
Figure 149
shows a routing strategy (
Inbound e-mail preprocessing st
) that uses four queues (
Inbound e-mail postprocessing,
Collaboration Reply E-mails, E-mails route to original agent and
Inbound e-mail failure)
.
Figure 149: Queue Objects Generated by Strategy Object
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Queue Interaction General Tab
Figure 150
Queue Interaction Properties dialog box after clicking the
Interaction queue down arrow to show available queues configured in the
Interaction Design
window.
Reference Manual
Figure 150: Queue Interaction Properties Dialog Box
As can be seen above, queues are organized by business process.
Note:
Along with the business processes, the list box in
Figure 150
contains a predefined
Independent Objects folder that contains an interaction queue called
Same queue(_BACK_)
. This is the only predefined queue for the Queue Interaction object.
The
Queue Interaction Properties
Figure 150
has only one parameter: the name of the queue. Click the down arrow and select the
interaction queue (see “About Genesys Queues” on
page 141
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Route Interaction
Note:
As described in the Genesys 7.6 Instant Messaging Solution Guide, the
Route Interaction object can be used for both chat (Interaction Server) and instant messaging (SIP Server) interactions.
The Route Interaction object enables you to select one or more target objects:
Agent
,
Agent Group, Campaign Group, Place, Place Group
,
Skill
, or
Variable
.
Optional parameters include input and output queues configured in the
Interaction Design
page 95
Figure 151
Interaction Queue and
Target Selection tabs as well as the dropdown menus for
Queues
and
Type
.
Figure 151: Route Interaction Properties Dialog Boxes
The
Target Selection tab is required. The
Interaction Queue tab is optional.
page 282
Interaction Queue tab is used, one or more queue nodes are linked to the strategy in a business process.
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Stop and Target Strategy-Linked Nodes
The Route Interaction object causes one or more strategy-linked nodes to
appear in a business process (see “Business Processes” on
page 140
select the
Stop_Processing (_STOP_)
queue, a
Stop
node appears. For example:
•
An
Agent is selected as routing target in the
Target Selection tab.
•
Stop_Processing is selected under
Queue for Existing Interaction
.
Figure 152
, the agent target (
Dynamic target
) and
Stop
nodes are linked to the strategy in the business process.
Figure 152: Strategy-Linked Nodes In a Business Process
Route Interaction Properties Dialog Box
This section explains how to complete the
Interaction Queue and
Target
Selection
tabs in the
Route Interaction Properties dialog box shown in
page 284
.
Interaction Queue Tab
Use the information in
Table 86
to complete the optional
Interaction Queue tab:
Table 86: Route Interaction Object, Interaction Queue Tab
Parameter
Queue for Existing
Interaction
Description
Click the button to add a new entry ( ).
Click in the empty
Queues
text box and a down arrow appears. Click the down arrow and select an interaction input queue previously defined in
Interaction Design window (see
). The
Stop Processing
value is predefined.
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Table 86: Route Interaction Object, Interaction Queue Tab (Continued)
Parameter
Description
New Interaction
Description
Click in the empty text box and a down arrow appears. Click the down arrow and enter or select a description, which will be used as a hint on the agent desktop.
For example, after the agent constructs a response, the response may need to be checked by QA. In this case, the description would prompt the agent to place the interaction in the queue read by QA.
If there is more than one queue, repeat Steps 1~3.
Repeat the above process to define interaction output queues to be used when a new interaction is created.
Target Selection Tab
Use the information in
Table 87
to complete the
Target Selection tab:
Table 87: Route Interaction Object, Target Selection Tab
Parameter
Statistics
Min Max
Name
Targets
Type
Description
Optional. If more than one target is available from the target list when an interaction encounters the Route Interaction object, URS uses this Statistics information.
Also see “List of Predefined Statistics” on
page 615
.
• Note: When routing to a target that is a meta-object (such as a Group of
Agents or a Group of Places) and using any Routing object statistic except
StatAgentLoading and StatAgentLoadingMedia, URS does not expand the target to its underlying level (for example, the underlying Agents belonging to the Group). Instead, URS applies the statistic directly to the meta-object.
Click the
Min
or
Max
button to indicate whether URS should use the minimum or maximum value of the statistic to be selected next. See
information about the
St atAgentLoadingMedia statistic.
Click the down arrow and select the statistic to be used when more than one target is available.
Click the button to add a new entry ( ) to enable fields. Your strategy will not compile unless a target is specified.
Click in the empty
Type
text box and a down arrow appears. Click the down arrow and select the target type (Agent, Agent Group, Campaign Group
Place, Place Group, Variable, or Skill). For more information, see “Statistical
Objects (Target Types)” on page 317 .
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Table 87: Route Interaction Object, Target Selection Tab (Continued)
Parameter
Name
Stat Server
Clear Target
Timeout Sec
Use Virtual Queue
Description
Click in the empty text box and a down arrow appears. Click the down arrow and select the specific Agent, Agent Group, Campaign Group, Place, Place
Group, Variable, or Skill. If you selected Skill as the target type, the Skill
Expression Properties dialog box opens where you can construct a skill
expression (see Figure 38 on page 85
). See “Logical Expressions” on page 83
for help in constructing a skill expression.
Note: Stat Server currently supports virtual group functionality with two types of agent parameters:
Skill
configured for an agent and ACDQueue
(voice routing) to which an agent is logged in. You can simultaneously specify both types of parameters in an expression for a single virtual group.
For more information, see the Virtual Agent Groups Chapter in the
Framework 7.6 Stat Server User’s Guide.
Click in the empty Stat Server field and a down arrow appears. Click the down arrow and the Key dialog box appears. In the Key dialog box, click the
Value down arrow and select the name of the Stat Server to supply statistical information used for routing.
Optional. If URS should consider more than one target after the Timeout number of seconds, repeat the above steps.
Optional. Click the check box if targets listed in the object should be retained after the interaction moves on through the strategy and encounters other
Selection object.
Optional. Enter the timeout number of seconds to specify the time an interaction waits for an available target. If the timeout expires, the interaction is routed to the red port.
Set a Virtual Queue for by specifying the Alias, Switch, and Number. See important note on
Selection
Use this object to route voice interactions as well as to route chat (Interaction
Server) and instant messaging (SIP Server) interactions as described in the
Genesys 7.6 Instant Messaging Solution Guide.
The Selection object has a
General tab, which can be used for expressions.
One type of expression that can be used here is a threshold expression that contains the conditions for borrowing and lending agents in a Share Agent by
Service Level Agreement routing solution.
Figure 153
shows an example
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Edit button to open the
Threshold
Expression Properties dialog box containing a threshold expression.
Figure 153: General Tab in Routing Selection Object
For information on creating threshold expressions, see the Universal Routing
7.6 Routing Application Configuration Guide.
The parameters of the Selection object also include target selection criteria as
well as a set of Busy Treatments (see
page 325
) that provide instructions for handling the interaction before an eligible target is available to receive it.
Figure 154
shows available target types in the
Target Selection tab and available treatment types in the
Busy tab.
Figure 154: Busy Tab and Target Selection Tab in Selection Object
For information on the
Busy
tab, see “Busy Treatments in Routing Objects” on
page 325
.
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Target Selection Tab
Specify one or more targets as needed for this object using the button to add an item on the
Target Selection tab. For each target, do the following:
1. Select the target Type (
ACDQueue
,
Agent
,
Agent Group
,
Campaign Group
,
Destination Label
,
Place
,
Place Group
,
Queue Group
,
Routing Point
,
Skill
(see
“Skill Target in Routing Objects” on
page 322
, or
Variable
). Also
see “Statistical Objects (Target Types)” on
page 317
2.
In the
Name
column, click the down arrow to display a dialog box for that type.
3.
For all types but
Skill
, select a value from the drop-down menu, and click
OK
. For
Skill
, click the down arrow to open the
Skill Expression
Properties dialog box, which allows you to create a skill expression (see
page 85
).
Note:
Stat Server currently supports virtual group functionality with two types of agent parameters: a Skill configured for an agent and an
ACD Queue to which an agent is logged in. You can simultaneously specify both types of parameters in an expression for a single virtual group. For more information, see the Virtual
Agent Groups Chapter in the Framework 7.6 Stat Server User’s
Guide.
Warning!
Skill expressions cannot exceed 100 elements (skill names, numbers, comparisons, and logical operands); that is, a skill expression should have no more than 25 constructions, such as
English > 1
. Also, the maximum size of an overall skill expression (as text) cannot exceed 10239 bytes.
4.
Select a Stat Server from the drop-down list in the
Stat Server
column for all types but
Variable
. For the type
Variable
, a Stat Server must be defined for each target assigned to the variable.
See “Targets in Other Objects” on
page 330
for more information on target
types. Also “Using a Skill Expression to Exclude an Agent” on
page 324
If more than one target is available from the target list when an interaction encounters the Selection object, URS uses the Statistics and Stat Server
information (see Figure 154 on
page 288
This object also includes the following options:
•
Clear Target
—sets whether the targets listed in the object are retained after the interaction moves on through the strategy and encounters other
Selection objects. This check box automatically generates the same code as
the ClearTargets function described on
page 428
.
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If
Clear Target
is not selected and the current interaction encounters
Selection object(s) later in the strategy, the targets in this Selection object are added to those of the next Selection object(s). If
Clear Target
is selected, the targets are not added to the list of any Selection objects that the interaction encounters later in the strategy.
For example, if two Selection objects are used in a strategy with the first
Selection object configured with three agents and a timeout of 30 seconds and the second Selection object configured with four new agents and a timeout of 60 seconds, the
Clear Target
setting determines which agents are considered as targets for an interaction.
When the
Clear Target
option is selected in the first Selection object, URS waits for 30 seconds for any of the three agents to become available. If none are available before the timeout expires, the strategy resumes. When the second Selection object is encountered, URS only considers these four new agents as possible targets during the 60-second timeout. URS does not consider (clears) the first three agents as possible targets.
When
Clear Target
is not selected, and none of the agents listed in the first
Selection object are available, when the interaction encounters the second
Selection object, URS considers the first three agents and the four new agents as possible targets during the 60-second timeout set in this object. If no more Selection objects follow the second Selection object and no agents are available before the timeout expires, the interaction is routed to the red port.
Note:
This option is only applicable if more than one Selection object is used along the same path in a strategy. It has nothing to do with how agents within the object are evaluated for availability. If no further Selection objects are included in the strategy and no agent is available, the interaction is default-routed. If more than one agent is available, the statistic specified in the
Name field (see
page 288
) is used to determine which agent receives the interaction.
•
Timeout
—specifies the time an interaction waits for an available target. If the timeout expires before one of the targets is available, the interaction is routed to the red port. This value can be specified as a variable (previously defined in the
Variable List dialog box) or an integer.
Note:
Upon entering any target selection object, if a target was not selected and at least one statistic is not open and waiting time is 0,
URS adjusts waiting time to the maximum of reservation_pulling_time
and treatment_delay_time
values. This eliminates the possibility of not routing the first call after URS is started.
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•
Statistics Min, Max, Stat Server Name
—used by Universal Routing
Server to determine which target to route the interaction to if more than one target is available. Select
Max
or
Min
to specify whether the interaction should be routed to the target with the maximum or the minimum value of
the statistic. Also see “List of Predefined Statistics” on
page 615
.
Agent capacity rules, set in the Genesys Agent Capacity Wizard, provide information about whether an agent is available for routing. After defining a complete set of available agents (taking agent capacity rules into consideration, if configured), URS applies the selection criteria specified in the Routing objects. This can include using the minimum or maximum value of a statistic when using the Statistics, Route Interaction, or Selection
Routing objects.
However, if the
StatAgentLoading
or
StatAgentLoadingMedia
statistic (see
page 619
) is selected in one of these Routing objects, then URS calculates it in a special way using an agent state vector supplied by Stat Server as a part of the Agent Status structure.
Warning!
If configuring Skills or Agent level routing and your site has a large number of agents, Genesys recommends using the
StatAgentLoading
page 618
StatAgentLoadingMedia statistic (see
page 619
) to select agents. Using the deprecated
StatTimeInReadyState
statistic can result in high CPU usage even when there are no calls.
Note:
When routing to a target that is a meta-object (such as a Group of
Agents or a Group of Places) and using any Routing object statistic except
StatAgentLoading
and
StatAgentLoadingMedia
, URS does not expand the target to its underlying level (for example, the underlying Agents belonging to the Group). Instead, URS applies the statistic directly to the meta-object.
•
Virtual queue
(if desired)—sets the virtual queue for the object. The virtual queue is not a physical queue but rather a logical queue to which interactions are queued if the specified targets are not available. From the drop-down lists select the Alias, Switch, and Number for the queue. For
Alias, you can also select predefined variables from the list.
Notes:
When you have two
Switch objects with the same name created respectively in
Environment and in some
Tenant,
you will not be able to select virtual queues created for the
Environment’s
Switch while working with Selection, Route Interaction ,and Workbin strategy objects in the
Tenant
. Both Switches with the same name will display in the corresponding drop down box, but each of them will display virtual queues created only for the
Tenant’s
Switch.
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URS supports using non-configurable targets in the Selection object
(using variables) in the format
<DN number>@ <switch_name>.DN
.
Functions: SelectDN (see
page 513
page 519
) are alternatives to the Routing Selection object. They provide the equivalent functionality to this object.
Service Level
Warning!
A Share Agent by Service Level Agreement (SLA) solution or
Cost-Based Routing solution, as described in the Universal
Routing 7.6 Routing Application Configuration Guide, is not compatible with the use of Service level routing rules. The additional target selection criteria will upset the balance.
Use this object to route voice interactions. The Service Level object enables you to select or create a routing rule to specify a Service Factor for a customer segment. For example, you may want to distribute 60% of interactions in less than 10 seconds to a specific agent group. In addition, you can further refine target selection by specifying
Best Fit
skills and by selecting the minimum or maximum value of a statistic for a Stat Server. Agents with this minimum or maximum value are selected.
Note:
Skill expressions (used by the Selection and Service Level Routing objects) cannot exceed 100 elements (skill names, numbers, comparisons, and logical operands), that is, a skill expression should have no more than 25 constructions, such as
English > 1
. This limitation is especially important to observe with Service Level routing rules, which use skills internally. Every skill criteria used in a Service
Level routing rule generates 1-3 constructions like
Skill > Number
.
Also, the maximum size of an overall skill expression (as text) cannot exceed 10239 bytes.
After creating a Service Level routing rule (see Figure 140 on
page 274
can select it in the properties dialog box as shown in
Figure 155
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Figure 155: Service-Level Routing Rule
After you click
OK
in this dialog box, the Service level routing properties dialog
Figure 155
When Service Factor is not selected, this object functions like a skills-based
Routing object.
Important Information on Service Level Routing
•
In the Service Level routing rule algorithm, the expansion of the current working set of agents from ideally-skilled to non-ideally skilled is no longer purely based on 30-second calls or 50 ended calls (which ever comes first). The algorithm now considers calls in queue, especially applicable in a low volume and/or long talk time contact center.
On top of the current regulating mechanism (call it the primary mechanism) activated by calls quitting (successfully or not), a secondary regulating mechanism works in following way:
When call wait time has exceeded the Service Factor threshold, a 30 second timer is activated. If during the next 30 seconds, the primary mechanism does not cancel it, the secondary mechanism goes into effect. It
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ServiceLevel factor was not in effect for this routing rule.
Note:
The secondary mechanism works only when primary mechanism is not activated (activating the primary mechanism cancels the secondary one).
•
If there are sudden increases or decreases in the number of interactions,
URS may require more than one interval to adjust the set of agents to maintain the Service Level.
•
Because URS only calculates the Service Factor at intervals of 50 interactions or 30 seconds, Service Level should not be used for real-time reporting but only for debugging purposes.
•
Use the Service Level object with care. The adjustment that URS makes to expand or contract the set of agents to maintain the Service Level could result in high-priority interactions being received by a less skilled agent.
•
Because priorities are assigned to interactions for strategies using Service
Level rules, you cannot assign external priority to the interaction.
•
URS can report on the service level being achieved using the automatic peg
PegSF.
The achieved service level can be viewed in CCPulse+ and CC
Analyzer. However, as mentioned previously in “Important Information on
page 293
for Service Factor, Service Level
should not be used for real-time reporting but only for debugging purposes.
•
Do not load two different strategies using the same set of agents to routing points handled by the same URS when only one of the strategies contains a
Service Level object. The priority of an interaction waiting in queue increases at regular intervals for a strategy with a Service Level object but does not increase for interactions waiting in queue for a strategy without a
Service Level object. This will affect the order in which interactions are routed.
•
For a comparison of Service-Level routing versus routing based on Service
page 582
•
For strategies containing a Service-Level routing rule, when URS calculates the service level to determine whether a specified level is met for interactions entering virtual queues, the calculation is based on the interval that starts with
EventQueued
and ends with
EventDiverted
. This value is translated into the
CallDistributed
statistic by Stat Server. When generating reports using CCPulse+ or CC Analyzer, the statistic
CallAnswered
is used instead, which is based on a longer interval starting with the time that the interaction enters the routing point and ending with
EventEstablished
.
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Service Level Timers
In URS memory, each Service Level Routing Object (SL object) has an array of 50 entries, which is initially empty. When call processing is complete for an
SL object (meaning strategy control for the call has gone out the green or red port of the object), URS records, in the next free element of the array, if
Service Level processing was successful or not.
•
If the call was routed within the time specified in the rule, then processing was successful.
•
If routing required more time or the call was not routed at all (it went through the red port), then processing was not successful.
Primary 30-Second Timer for Procedure 1
If the recorded element is the first element in the array, then URS activates a
30-second timer for this SL object. After this, SL object checking will happen either on expiration of the 30 second timer or when the array becomes full
(whichever is first). The checking procedure performs tasks such as:
•
Counting the percentage of successfully processed calls,
•
Adjusting the working list of agents according to this percentage,
•
Cleaning up (emptying) the array
•
Resetting the 30-second timer.
The next invocation of the checking procedure does not happen at the 30second timer unless there has been at least one call for processing by the SL object since the previous invocation of the procedure. The next invocation would not occur, for example, if a call arrived just after a 30-second interval during which there was no call. There could also be a situation of no Ready agents in the working list, with no opportunity to expand it for a long time. So this call and all subsequent calls could wait a long time without URS trying to expand the working list.
Secondary 30-Second Timer for Procedure 2
To overcome the above issue, a secondary 30-second timer is activated for the
SL object. It triggers a procedure that does what the regular checking does if
SL criteria are not met; it expands the working list of targets. However, after activating this timer, and before it expires 30 seconds later, a call could leave this SL object and, therefore, the regular (primary) 30-second timer has to be initiated. If this occurs, the secondary timer is cancelled.
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Note:
Remember, when a call leaves a rule, URS puts info about it in the next free element of the array. If this happens to be the first element in the array, then URS activates the primary timer. Doing this cancels the secondary timer activated previously. All subsequent calls leaving the rule will do nothing in this respect – only the first entry in the array activates the primary timer.
Summary
•
There are two different procedures triggered by two different timers.
Procedure 1 (primary). If invoked, it evaluates whether the routing rule criteria are being met and increases, decreases, or leaves unchanged the current working list. Each time URS places the first element in the 50element array, it sets a 30-second timer and activates Procedure 1 when the timer expires (unless no calls have come in to the SL object).
Procedure 2 (secondary). if invoked, it expands the current working list because it is only invoked when SL criteria are not satisfied.
•
Every time some call waits more than the requested time, URS sets a 30second timer and will activate Procedure 2 when the timer expires.
•
Only one timer can be active at a time.
•
Activating the timer for Procedure 1 (primary mechanism) cancels a timer for Procedure 2 (secondary mechanism), if there is one active.
•
A timer for Procedure 2 is not activated if a timer for Procedure 1 is already active.
•
If there are sudden increases or decreases in the number of calls, URS may require more than one interval to adjust the set of agents to maintain the
Service Level.
•
URS can report on the service level being achieved using the automatic
page 609
). The achieved service level can be viewed in
CCPulse+ and CCAnalyzer. However, because URS only calculates the service factor at intervals of 50 calls or 30 seconds, PegSF should be used for debugging purposes only.
•
When a call is sent to a Service Level routing rule for the first time, and there are no agents Ready in the working list of ideal agents, this is the formula that is used to determine how long the call will wait before the working list is expanded for the call: 100 / X*Y (Service Factor setting (X percent in Y seconds).
•
It could be, however, that the working list will be expanded before this time expires (but, in this case for all calls waiting in the Service Level rule) in the event either the primary or secondary mechanism (Procedure1 or
Procedure2) gets called before the 100 / X*Y time expires.
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Best Fit Requirements for Service Level Routing
Best Fit
requirements (see Figure 155 on
page 293
) determine what skills an agent needs, the skill level the agent must have with respect to that skill, and how important the skill is for handling an interaction.
•
Skill
refers to the knowledge required in a particular area to handle customer needs.
•
Level
is the degree of competency that an agent must have with the skill.
Skill levels include
H
(High, 8–10),
M
(Medium, 4–7),
L
(Low, 0–3). See
“Using a Skill Expression to Exclude an Agent” on
page 324
•
Importance
establishes how important the skill and skill level are with respect to an agent for handling an interaction. The Importance settings include:
C
(Critical)—if specified the agent must have this skill to be considered as a target.
H
(High).
M
(Medium).
L
(Low).
URS views these skill requirements as the optimal skill set required of the agents to receive an interaction and evaluates each agent accordingly.
Agent Evaluation and Service Level Routing
To determine who among the available agents could receive an interaction,
URS rates each agent according to the required skill set and the level of proficiency the agent has for the skill. (URS rates the agent when a strategy containing a Service-Level object is initially loaded to a routing point.)
Agents that match the skill set specified in the Service-Level object become the members of the ideal set of agents. As long as the Service Factor
page 301
) is maintained, only these agents receive interactions routed through
the Service-Level object.
If the Service Factor is not maintained, URS determines how to adjust the agent group to maintain the required service level by evaluating the available agents who do not fall in the ideal agent group.
For each agent, URS calculates a skill deviation value, representing how much the skill set of an agent deviates from the required skill set.
Deviation is calculated using the following formula: ab(skill boundary - agent skill level) * weight of importance = deviation
where:
The ab
function is the absolute value of a number. In this case it is the absolute (non-negative) value of the numerical difference between the skill boundary
and the agent skill level
for a particular skill.
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The skill boundary
is the high- or low-end value within the range of the skill level specified for the skill in the Service-Level object. The high-end value is used if the agent’s skill level is higher than the highend value. The low-end value is used if the agent’s skill is lower than the low-end value.
For example, by definition the value range of a medium skill level is from 4 through 7. If an agent has a skill level of 8 for that skill, 7 is used as the skill boundary. If an agent has a skill level of 2 for that skill, 4 is the skill boundary.
The agent skill level
is the agent’s level for that skill.
The weight of importance
is the value representing the importance of a skill. (High importance =
16
; Medium importance =
4
; Low importance =
1
; Critical is not calculated because an agent must have a skill of critical importance for the agent to be considered as a target.)
Example of a Deviation Calculation
If the skill level is medium for the skill and an agent has a skill level of 0 for that skill, the equation becomes: ab(4-0)*4=16
This means that the agent has a deviation of 16 from the required skill set.
Criteria for Selection of Agents
URS selects agents according to the following criteria:
•
When the skill requirements include a skill of critical importance, URS only selects agents with that skill and skill level even if those agents do not have any of the other required skills.
•
When the skill requirements do not contain any skills of critical importance, URS selects agents who have at least one nonzero level for the required skills and who are within the tenant to which the routing point belongs or within the agent group when specified in the Service Level object.
URS also prioritizes all agents according to their deviation value. Agents with a 0 deviation are selected as a part of the ideal agent list (mentioned previously). All other selected agents are prioritized starting with those with the least amount of deviation from the ideal agent and ending with the greatest deviation.
The example provided in the next section shows how URS chooses and prioritizes agents according to their skills and deviation values.
Note:
When evaluating agents as possible targets, URS also takes into account changes to such things as an agent’s skill set, skill level, the addition of another agent with the skill set specified in the Service
Level routing rule, and so on.
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Service Level Routing Skill Example
In a particular business situation, the Service Level skills are defined as shown
Table 88
Table 88: Required Skills
Skill Name
Gold Service
English
Bronze Service
Level
H
M
L
Importance
C
M
L
Table 89: Agent Skills
Agent Skill
Agent1
The available agents and their associated skill levels are configured and URS calculates their deviation from the required skills as shown in
Table 89
.
Level Selected as
Potential
Target
Yes
Deviation from Ideal
Total
Deviation
16
Agent2
Agent3
Gold Service
Writing
English
Bronze Service
Gold Service
Writing
English
Bronze Service
Gold Service
Writing
English
Bronze Service
2
7
0
9
9
5
0
1
2
0
7
5
Yes
No
-
-
0
0
0
0
0
-
4*4=16
0
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Table 89: Agent Skills (Continued)
Agent Skill Level
Agent4
Agent5
Gold Service
Writing
English
Bronze Service
Gold Service
Writing
English
Bronze Service
4
0
5
0
0
8
2
8
Selected as
Potential
Target
Yes
No
Deviation from Ideal
0
-
1*4=4
2*1=2
Total
Deviation
6
In this scenario, URS rates each agent as follows:
•
Agent2 is a member of the ideal agent group because Agent2 has 0 deviation.
•
Agent1 and Agent4 are selected as potential targets but are not a part of the ideal agent group because they deviate from the required skill set. These agents are prioritized according to their deviation, which means Agent4
(deviation = 6) will be selected as a target before Agent1 (deviation = 16).
•
Agent3 and Agent5 are not selected because they do not have the critical skill of Gold Service, which is why no deviation value was calculated.
If the
Importance
requirement was set to high for Gold Service rather than critical, Agent3 would have a Gold Service deviation of 16, an English deviation of 8, and a Bronze deviation of 2 for a total deviation of 26. This would make Agent3 the last agent selected as a possible target. Agent5 still would not have been considered as a target because the agent has 0 levels for all of the required skills.
Note:
When a skill is defined as Low, agents with a skill level between 0 and
3 are selected. The skill level for agents without a level for a particular skill is understood as 0. When URS analyzes available agents based on the Service Level settings, no agent with all skill levels set to 0 is selected as a target. This guarantees that an agent must have some skills level above 0 to be included as a possible target.
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Target Evaluation and Service Level Routing
Once URS rates all agents and prioritizes them, URS is ready to process interactions. As interactions arrive at routing points, URS routes them to agents in the ideal agent group who are available, while simultaneously determining that the service level is maintained.
If URS determines that the service level has dropped below the required level,
URS examines the deviation value for all available agents to decide who should be added to the available agents. URS adds as many agents as necessary to return the Service Factor to the specified level.
Service Factor and Service Level Routing
Service Factor (see Figure 155 on
page 293
) is the percentage/interval pair that specifies that a certain percentage of interactions must be handled in a certain period of time, for example, 80 percent of interactions in 20 seconds.
At an interval of every 50 interactions or 30 seconds, URS calculates the
Service Factor for that interval, based on the interactions that passed through the strategy. Using this information, URS decides whether to expand or contract the current set of agents available for the next interval.
At these intervals and based on the Service Factor setting (X percent in Y seconds), URS calculates three values:
•
SLReal
—the percentage of calls distributed in Y seconds
•
SLWarn
—the percentage of calls distributed in 3/4*Y seconds
•
AWT
—the average waiting time for distributed calls
URS uses
SLReal
,
SLWarn
, and
AWT
to determine whether to adjust the current group of target agents as follows:
•
If
SLReal
equals the Service Factor percentage, URS makes no change to the current working agent group.
•
If
SLReal
falls below the specified service factor (
SLReal < X
), URS compares the current
AWT
with the
AWT
previously measured.
If the current
AWT
is less than the previous
AWT
, the service factor is improving. URS assumes that the service factor will continue improving and makes no change to the current working agent group.
If the current
AWT
is greater than the previous
AWT
, URS adds agents to the working agent group according to the formula,
1/4*(N-M)
, where
N equals the number of selected agents and
M
equals the ideal set of agents.
•
If the service factor is fine but
SLWarn
is less than the percentage that should be achieved in
3/4*Y
seconds for
X
percent set as the service factor, then URS initiates one of the following preventive actions:
If the current
AWT
is greater than or equal to the previous
AWT
, URS adds agents to the working agent group according to the formula,
1/8*(N-M)
.
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If the current
AWT
is less than the previous
AWT
, URS tries to reduce the number of agents in the current working agent group according to the formula,
1/8*(N-M)
for only those agents who are not ideal. (URS cannot reduce the number of working agents if all agents are currently handling interactions.)
•
If the service factor,
SLWarn >=Y
, and current
AWT
is less than the previous
AWT
, URS tries to reduce the number of agents in the current working group according to the formula,
1/4*(N-M)
for only those agents who are not ideal. (URS cannot reduce the number of working agents if all agents are currently handling interactions.)
Default Destination, Prediction, and Timeout
The Service Level, Statistics, and Workforce Routing objects give the option of entering
Prediction
,
Default Destination
, and
Timeout information in the
Busy
Figure 156
).
302
Figure 156: Busy Tab, Service Level Routing Object
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Default Destination
Routing objects can contain a
Default destination
page 302
) that temporarily overrides the default destination specified in the configuration option default_destination or by the default DNs at the route point. If the timeout is over and the interaction has not been routed, the interaction goes to the destination specified here, rather than to the red port.
The interaction is then considered successfully routed.
To specify an optional
Default destination
on the
Busy tab to use after timeout:
1. Select
Distribute to destination
.
2.
Select a
Switch
,
Type
, and
Number
for the destination from the drop-down list.
The destination types available are
ACDQueue
and routing point only
.
Prediction Threshold
Prediction Threshold
page 302
that the next interaction will be routed successfully. In the
Prediction box, there is a
Use Threshold check box. When this box is checked, you can enter a percentage. This number represents the percentage of interactions that have must have been successfully routed in the past in order to predict successful routing in the future. URS uses this percentage as follows:
Assume you enter a 70%
Prediction Threshold
. When you load the strategy with the routing rule and have a
Prediction Threshold set, URS sets up a counter and assumes that 128 calls were routed successfully:
(11111111111111111111111111111111111111111111111111, etc. to 128)
Each time an interaction goes to the red port in the routing strategy (because a target was not available), a “success” position (1) becomes an “unsuccessful” position (0). For example, after the first interaction goes to the red port, the counter appears as:
(01111111111111111111111111111111111111111111111111, etc. to 128)
Next, assume 90 interactions have been routed, but 39 have gone to the red port. At this point, the prediction is less than 70% that the next interaction will be successfully routed.
Setting a value for the threshold is an optional way to fine-tune a strategy. If the prediction level drops below the specified threshold, the next interaction does not wait for a target, but is sent directly to the red port. It is treated as though it waited but there was no ready agent. For example, if you specify a threshold of 60 percent but the prediction is 59 percent, the interaction will not wait for a target.
After the routing rule has been skipped 10 times, meaning that 10 interactions were sent to the red port because the threshold was exceeded, the prediction is changed one percentage point. In other words, 10 skipped interactions equals one successful interaction as far as prediction is concerned. This prevents the
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Timeout
Timeout
page 302
) specifies the amount of time, in seconds,
URS is given to make a routing decision. At the end of this period, the interaction goes to the red port or to the optional
Default destination if specified in the routing rule.
You can specify a destination for interactions after timeout in two ways:
•
Select a
Default destination
in the properties dialog box (see Figure 156 on
page 302
) for the routing rule. See “Default Destination” on
page 303
for more information.
•
Connect the Error segmentation object to the red port. From the Function drop-down list, select ApplyBusinessRule. From the Error drop-down list, select -001 Timeout. Then connect a Routing object to the output port of the Error object.
If you do not specify a destination for interactions after timeout, the interactions are automatically routed to the default destination.
In a Service Level routing rule, URS checks the state of the routing rule every
10 seconds, so the timeout is rounded up to the nearest 10 seconds. If the timeout is set to zero, URS actually waits 10 seconds. Similarly, if the timeout is set to 15 seconds, the rule does not timeout until 20 seconds.
To fulfill a Service Level routing rule, the timeout should be greater than or equal to the specified time in the service factor parameter.
Interaction Priority and Service Level Routing
The routing of an interaction is not only affected by the set of agents that is available but also by the interaction’s priority. URS also calculate this.
The initial priority of an interaction at the start of a strategy is based on the
Service Factor. Every 5 seconds (previously10 seconds in 6.5.x), as the interaction waits for the next available agent, URS checks the timeout value for the routing rule. If the interaction has waited longer than the timeout, the interaction is default-routed. If not, the interaction continues waiting. Every 5 seconds (previously 30 seconds in 6.5.x), interaction priority increases. URS expands the agent group, if necessary, to maintain the service factor.
Priority is calculated based on the Service Factor values. If the criteria is
X percent of interactions in
Y
seconds, the initial priority value is calculated using the formula
X*5/Y
. After 5 seconds (previously 30 seconds in 6.5.x), each successive calculation is based on the formula:
Current priority level + X * 5/Y.
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Statistics
Use this object to route voice interactions. It uses a routing rule so that URS can obtain the values of defined statistics for targets from Stat Server (see
Figure 157
Figure 157: Statistics Routing Rule and Object Properties Dialog Box
Warning!
If configuring Skills or Agent level routing and your site has a large number of agents, Genesys recommends using the
StatAgentLoading
statistic to select agents. Using the deprecated
StatTimeInReadyState
statistic can result in high CPU usage even if when there are no calls.
Depending on whether the
Max
or
Min
option is selected under
Statistics
(see
Figure 157
), the available target with the maximal or the minimal value of the
statistic receives the interaction.
Note:
“Routing Statistics”
Chapter for information about predefined statistics, which can be selected in the Statistics area of the dialog box.
In the
Targets section of the dialog box used for defining the routing rule:
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•
From the
Type
Figure 157
), select a type (
ACDQueue,
Agent, Agent Group, Destination Label, Place, Place Group, Queue
Group, Routing Point
, or
Skill
).
•
Add the number of targets desired using the
Add Item
button.
•
For each target, from the
Destination Name
column, click the arrow to display a dialog box.
For
Agent
, the value is the employee ID. For
Agent Group, Place
, and
Place Group
, the value is the name of the corresponding object in
Configuration Layer. For
Routing Point, ACDQueue
, and
Destination
Label
, the value is the Alias of the corresponding DN in Configuration
Layer. (The target type in this dialog box is preselected and no other type can be selected in this dialog box.)
For
Skill
type, create an expression in the Expression Builder dialog box.
See “User-Defined Statistics” on
page 626
for a list of recommended statistics that can be defined and used. For detailed explanations of all the relevant parameters, refer to the Genesys Stat Server documentation.
Switch-to-Strategy
Use the Switch-to-Strategy object for voice interactions. This object uses a routing rule to tell URS to route the interaction to the starting point of another strategy (see
Figure 158
Figure 158: Switch-to-Strategy Properties Dialog Box
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The interaction cannot return to the original strategy. All local variables in a new strategy that have both the same type and name as the original variable are initialized with the value of the original variable.
This object enables you to switch to a strategy from another tenant. In order to use this functionality:
•
You must have access to the tenant’s environment. The original strategy and routing rule should be created under Environment/Tenant in
Configuration Manager.
•
All tenants must be on URS’s tenant list (Tenants tab of the URS
Application object).
•
The URS change_tenant
option must be set to true
.
Warning!
Be careful that you do not design the new strategy to which the object is switching such that the new strategy calls the original strategy in which the Switch-to-Strategy object is located, thus causing an infinite loop.
Workbin
Use the Workbin object (applicable to all non-voice media types) to route an interaction to a storage area associated with an Agent, Agent Group, Place or
Place Group. For example, a Supervisor Workbin may hold draft e-mail responses. Workbins are created in the
Interaction Design
window (see
Figure 159
Figure 159: Workbin in the Interaction Design Window
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Once the workbin is created in the
Interaction Design
page 94
), it appears for selection in the Workbin object.
Note:
For information on creating workbins, see the Universal Routing 7.6
Business Process User’s Guide.
Workbin General Tab
Figure 160
shows the
General
tab of the
Workbin Properties
dialog box.
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Figure 160: Workbin Properties Dialog Box, General Tab
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Use the information in
Table 90
to complete the
General tab.
Table 90: Workbin Object, General Tab
Parameter
Owner type
Workbin name
Use logged in agents only
Description
Click the down arrow and select one of the following: Agent, Agent Group,
Place, Place Group. The Workbin name field uses your selection to determine the type of workbins to display for selection.
• If you change the type of workbin Owner in the Workbin object properties dialog box in the Interaction Design window, you will also need to change it in the Routing Design window in the strategy containing the Workbin routing object. Otherwise, no message will be generated in the IRD Details tab or in the Log tab of the Interaction Design window. This is because
Check Integrity was not designed to distinguish the wrong types of existing objects as the case of selecting the wrong type of Owner in the General tab of the IRD Workbin properties dialog box.
Click inside the field and select a workbin previously defined in the
Interaction Design window. Workbins are organized by business process.
Select to have URS check the agent’s status and only route to an agent who is currently logged in.
Workbin Interaction Queue Tab
Figure 161
Interaction Queue tab of the
Workbin Properties dialog box.
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Figure 161: Workbin Properties Dialog Box, General Tab
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Use the information in
Table 91
to complete the optional
Interaction Queue tab:
Table 91: Workbin Object, Interaction Queue Tab
Parameter
Queue for Existing
Interaction
Description
Click the button to add a new entry ( ).
Description
New Interaction
Click in the empty
Queues
text box and a down arrow appears. Click the down arrow and select an interaction input queue previously defined in the
Interaction Design window (see
). The Stop Processing value is predefined. This queue will be used for the existing interaction after the agent has retrieved the interaction from the workbin and is through working with the interaction.
Click in the empty text box and a down arrow appears. Click the down arrow and enter or select a description, which will be used as a hint on the agent desktop.
For example, after the agent constructs a response, the response may need to be checked by QA. In this case, the description would prompt the agent to place the interaction in the queue read by QA.
If there is more than one queue, repeat Steps 1~3.
Repeat the above process to define interaction output queues when a new interaction is created. This queue will be used for any new interaction the agent creates as a result of retrieving the existing interaction from the workbin and is through working with it.
Workbin Target Selection Tab
Figure 162
Target Selection tab of the
Workbin Properties dialog box.
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Figure 162: Workbin Properties Dialog Box, Target Selection Tab
Use the information in
Table 92
to complete the
Target Selection tab:
Table 92: Workbin Object, Target Selection Tab
Parameter
Statistics
Min Max
Name
Targets
Description
The Statistics area is enabled after you click under Targets.
Optional. If more than one target is available from the target list when an interaction encounters the Workbin object, URS uses the Statistics information.
Also see “List of Predefined Statistics” on
page 614
.
Note: When routing to a target that is a meta-object (such as a Group of
Agents or a Group of Places) and using any Routing object statistic except
StatAgentLoading and StatAgentLoadingMedia, URS does not expand the target to its underlying level (for example, the underlying Agents belonging to the Group). Instead, URS applies the statistic directly to the meta-object.
Click the Min or Max button to indicate whether URS should use the
minimum or maximum value of the statistic to be selected next. See page 291
for information about the StatAgentLoadingMedia statistic.
Click the down arrow and select the statistic to be used when more than one target is available.
Click the button to add a new entry ( ) to enable fields. The strategy will not compile unless a target is specified.
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Table 92: Workbin Object, Target Selection Tab (Continued)
Parameter
Type
Name
Stat Server
Clear Target
Timeout Sec
Use Virtual Queue
Description
Click in the empty
Type
text box and a down arrow appears. Click the down arrow and select the target type (Agent, Agent Group, Variable, or Skill).
Click in the empty text box and a down arrow appears. Click the down arrow and select the specific Agent, Agent Group, Variable, or Skill. If you selected
Skill
as the target type, the Skill Expression Properties dialog box opens
where you can construct a skill expression (see Figure 38 on page 85
). See
“Logical Expressions” on page 83
for help in constructing a skill expression.
Click in the empty Stat Server field and a down arrow appears. Click the down arrow and the Key dialog box appears. In the Key dialog box, click the
Value down arrow and select the name of the Stat Server to supply statistical information used for routing.
Optional. If URS should consider more than one target after the Timeout number of seconds, repeat the above steps.
Optional. Click the check box if targets listed in the object should be retained after the interaction moves on through the strategy and encounters other
Workbin object.
Optional. Enter the timeout number of seconds to specify the time an interaction waits for an available target. If the timeout expires, the interaction is routed to the red port.
Set a Virtual Queue for by specifying the Alias, Switch, and Number. See important note on
Workforce
Note:
A Share Agent by Service Level Agreement solution, as described in the Universal Routing 7.6 Routing Application Configuration Guide, is incompatible with the use of a Workforce routing rule.
The Workforce object uses a routing rule so URS can communicate with
Genesys Workforce Management (WFM) components to route an interaction based on agent schedules and activities. In IRD, you first create Workforce routing rules. After naming and describing the rule in the
General tab, you complete
Workforce and
Busy
Figure 163
).
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Figure 163: Workforce Properties, Busy and Workforce Tabs
Workforce Routing Rule Workforce Tab
In the
Workforce tab, you enter:
•
A
Stat Server and statistic
Name
—URS will use these to determine which agent to route the interaction to if more than one agent scheduled for that activity is available. Select a
Max or
Min option to specify whether the maximum value or minimum value of the statistic should be used to determine which of the available targets should receive the interaction.
•
An
Activity for the rule—The name of the activity by which URS will determine agent availability based on the schedules and activities created in the WFM Configuration Utility and stored in the WFM database. The activity name must be entered exactly as it appears in the database. See
Workforce Management 7.6 Configuration Utility Help for information on creating activities.
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Note:
Because Workforce Management Activities data is not integrated into the Configuration Layer, URS cannot take advantage of any dynamic notification when changes are made to Activity names. You must manually enter Activity name changes.
•
Routing cut off time
—the period that URS stops sending interactions to an agent for the activity. When deciding on the cutoff time, consider the duration for a typical interaction and the threshold that an agent can allow an interaction to overlap into the time of the next scheduled activity. For example, if a typical interaction lasts 3 minutes and the threshold is 2 minutes, the cutoff time might be the difference between them or 1 minute.
URS would no longer send interactions specific to that activity to a particular agent when only 1 minute remains for the agent to spend doing that activity. This cutoff time depends on the handle time and the flexibility of the activity or nonactivity (break) that follows in the agent’s schedule.
Handle time is the interval from the moment an agent first responds to a call to the moment the agent is ready to take another call.
Workforce Busy Tab
In the
Busy
tab, enter treatment information (see “Busy Treatments in Routing
page 325
), a default destination, and prediction information (see
“Default Destination, Prediction, and Timeout” on
page 302
). You also enter a timeout:
•
Timeout
—the period that URS tries to route an interaction for this routing rule. When the timeout expires, URS looks to the object in the strategy to
determine where to route the interaction (see “Busy Treatment Time-Outs” on
page 326
Selecting a Workforce Routing Rule
After configuring Workforce routing rules, you place a Workforce object in a strategy and select which Workforce routing rule to use for this object.
Figure 164
shows an example dialog box for selecting a Workforce routing
rule.
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Figure 164: Workforce Properties Dialog Box
Configuring Workforce Management
URS uses the http_port option to communicate with WFM. See the Universal
Routing 7.6 Deployment Guide for configuration information on this option.
After you configure Universal Routing to work with WFM, URS scans schedules and activities stored in the WFM database as described below.
Every 15 minutes, URS scans and analyzes the schedules and activities stored in the WFM database. Based on this analysis, URS routes an interaction to an available agent scheduled for a particular activity during this interval using the information specified in the Workforce routing rule for the Workforce object.
Note:
Because the Workforce object uses agent schedules and activities to route interactions, workforce routing is an advanced form of skillsbased routing. This means that interactions are directly routed to the qualified agent. If workforce routing is used at the network level, agent
-
level routing at the IN network level must first be set up and functional.
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Warning!
If an agent schedule changes or another agent schedule is added after URS scans the database at the end of one interval but before the next scan, the changes are not taken into account when routing to an agent. These changes are recognized the next time URS scans the database.
Error Codes for Routing Objects
With the exception of the Force object, the following error codes might appear for all other Routing objects:
•
-001 Timeout
•
0001 Unknown error
•
0008 Routing done
•
0013 Remote error
•
0018 Unknown object
•
0019 Translation failed
Postrouting Following a Routing Object
The object following a Routing object, and all the objects after it, compose the sequence of postrouting actions. These objects will only be executed if the interaction is successfully routed to one of the targets specified under the
Selection object.
Virtual Queues in Routing Objects
A virtual queue is not a physical queue like an ACD in a PBX switch. A virtual queue is a logical queue (as opposed to a physical queue) where an interaction is queued when the required targets are not available. Virtual queues in
Routing objects are used for reporting purposes and also statistic collection for
URS. Virtual queues are recommended for any routing target other than
ACDQueue, Route Point, Destination Label, or Queue Group.
One way of using a virtual queue is as follows: An interaction comes in to a routing point and URS routes the interaction to an IVR while waiting for an agent
;
the interaction is established at the IVR port and is no longer shown in queue. However, the interaction must still be routed to an agent. A virtual queue can be used by URS to show that this interaction is still in queue for an agent. This information is also used when reporting statistical information about this particular interaction.
Virtual queues can be specified as a variable or string for the following:
•
page 284
page 307
), and Selection objects (see
page 287
)
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•
If object (CallsDistributed, CallsEntered, DistributedPercentage,
DistributedWaitingTime, InVQWaitTime, NotDistributedPercentage,
NotDistributedWaitingTime, and SelectDN functions) (see
page 121
)
•
Assign object (CallsDistributed, CallsEntered, DistributedPercentage,
DistributedWaitingTime, InVQWaitTime, NotDistributedPercentage,
NotDistributedWaitingTime, and Select DN functions) (see
page 113
•
Function object (CallsDistributed, CallsEntered, ClearTargets,
SetVQPriority, DistributedPercentage, DistributedWaitingTime,
InVQWaitTime, NotDistributedPercentage, NotDistributedWaitingTime, and Select DN functions) (see
page 120
)
Note:
For all functions with the Virtual Queue parameter, select the value type (variable or virtual queue) and the value (variable name or virtual queue name).
For the Route Interaction, Selection, and Workbin objects, when you select the
Select
Virtual Queue
from the drop-down menu, specify the alias, switch
(name), and number for the virtual queue. The alias can be a string or a variable.
Statistical Objects (Target Types)
In the process of running strategies, URS must request Stat Server about different statistics for different objects. These objects are referred as statistical
objects or targets (since most common using of statistical objects is to specify routing targets).
However, statistical objects can refer to much more than routing targets. For example, URS can request statistics for virtual queues or campaigns, which are statistical objects but not routing targets. In this case, the word target is used in the broader meaning of statistical object and does not specifically indicate a routing target.
Also use of a statistical object does not always involve Stat Server. For example, Stat Server is not required to send call to ACDQueues or Destination
Labels. Target types include an individual agent (
Person
), an agent
Place
, an
Agent Group
defined by some criteria, an agent group defined by location and known as a
Place Group
, a
Queue Group
, a
Routing Point
, a
Destination Label
, an
ACD Queue
, a
Campaign
, or a non-configured (not-monitored)
DN
(see
page 288
).
These objects have unique names that are configured in Genesys Configuration
Manager. See
Table 93
for a description of these targets.
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Table 93: Target Types
Target Type
ACDQueue
Agent
Agent Group
Campaign
Campaign Group
Destination Label
Interaction Queue
Non-configured
(non-monitored) DN
Place
Place Group
Description Symbolic
Designation
Q A point in the PBX or ACD where interactions wait for an available target. This type also includes virtual queues.
a
An individual that handles interactions and can move about the contact center to occupy different places.
A group defined by shared characteristics such as skill.
A
GA
A campaign is a flexible master plan that organizes calling lists for dialing calls and handling call results. Campaigns are created in
Configuration Manager or Outbound Contact
Wizard.
A campaign can be assigned to multiple campaign groups; however, a campaign group can participate in only one campaign in Running status at a time.
Note: See “Campaign Group Targets” on page 321
A label, defined on a network switch and controlled by Network T-Servers, that enables interactions to be routed to a remote destination.
A queue used for non-voice interactions in a
business process (see page 140
) executed by
Interaction Server. You might also call this type of queue a persistent queue.
A DN that is not configured in the Configuration
Database and that, therefore, is not monitored by
T-Server. For more information, see “DN Target
C
GC
DL
DN
A specific station with one or two associated DNs.
AP
A group of stations defined by common location.
GP
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Table 93: Target Types (Continued)
Target Type
Queue Group
Routing Point
Skill
Variable
Description Symbolic
Designation
A group of queues (DNs) can function as a target.
Warning!
Universal Routing 7.2 through 7.6 does not support Routing objects in strategies that use routing rules with targets of type
Queue Group
.
A logical point in the PBX from where interactions are routed (CCT, CDN, VDN). This also includes Virtual Routing Points.
b
See “Skill Target in Routing Objects” on page 322 .
Note: Although IRD presents Skill as separate target type, URS considers it as an agent group type target. Therefore, IRD silently converts it to the agent group target type.
RP
Not applicable
A variable that represents one or more targets of listed above types. If you are using more than one target, enter them as a comma-separated list, with the Stat Server specified as a part of the target name.
See also “Variables in Objects and Expressions” on page 88
.
Not applicable a
Use a routing queue for switches with no routing points so they function like a routing point.
b
Use virtual routing points for handling media-type interactions such as e-mail, chat, and so on.
Note:
page 307
), the owner of workbin (agent or agent group for example) is reported in the attached data as a target rather than the workbin itself.
Target Properties
After you select a target Type (see Figure 154 on
page 288
properties. Target properties define the interaction recipient by the following characteristics:
•
Type
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•
ID
—configured name or identification associated with the target in
Configuration Layer. In Figure 154 on
page 288
Name
.
For a
Routing Point
,
Destination Label
, or an
ACDQueue
, the ID is the
Alias of the corresponding DN in Configuration Layer.
For an
Agent
, the ID is the
Employee ID of the corresponding
Person in
Configuration Layer.
For an Agent
Place
, an
Agent Group
,
Campaign
,
Campaign Group
, or a
Place Group
, the ID is the
Name of the corresponding object in
Configuration Layer.
•
Location
—The name of the Genesys Stat Server (see Figure 154 on
page 288
) that will report on the target, as defined in Configuration Layer.
This location must be defined if it is different from the name given in the
URS configuration option default_stat_server
(see
page 540
).
Format s for Specifying Targets
A target in a strategy is specified as
. If any of the target components (name or Stat Server or type) are different, URS considers them to be different targets. Stated another way, two targets with the same agent defined with different Stat Servers are not the same targets.
Every target must have three properties: name, location, and type.
Even if URS does not use Stat Server to identify some types of targets (for example, targets of type DL or DN), location is still mandatory part of the target specification. If you do not specify a location or a type of target, URS retrieves them from those set in the URS Application object.
Note:
For a non-configured DN, the ID is a string having the format
<phone number>@<switch>
. However, the
<switch>
parameter can be omitted.
Important Information on Targets
•
Target names are limited to alphanumeric characters, the at (@) symbol and dot (.) unless the full format style,
, is specified.
•
Two or more Stat Servers cannot be used to monitor the same target. Since targets are specified in the following format,
, each target has a unique target description (including the Stat Server name). If two Stat Servers
(StatServer_A, StatServer_B) monitor the same agent target for example, there would be two different target descriptions,
AgentA@StatServer_A.A
and
AgentA@StatServer_B.A
. These different target descriptions would be understood as different agents.
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•
In the case of forced routing (if the function Force has been used in the strategy before the Routing object in which the target is placed), the ID must be a DN configured, and the location must be the name of the switch where the DN is located; the Type is disregarded.
•
The alias automatically generated for routing queues and virtual routing points do not make them automatically identifiable. Since routing queues are included in the
ACDQueue
and
Routing Point
target types and virtual routing points are included in the
Routing Point
target type in IRD, one way to easily identify one target type from another is by creating a unique alias for each type. For example, when configuring a routing queue, you could specify an alias name that includes the prefix or suffix
RQ
.
•
The name of any single target (including skill groups) cannot exceed 256 bytes.
Campaign Group Targets
You can use this target type in the Selection and Route Interaction objects, and in the SelectDN and SData functions. You cannot use this target type with routing rules. The Type notation for campaign groups is GC; example:
Every
Campaign Group references some
Agent or
Place Group
. With one important exception,
Campaign Group targets behave identically to targets associated with Campaign Group
Agent
/
Place Groups.
The exception is as follows:
URS considers
Campaign Group targets valid if, and only if, the associated
Agent/Place has the value of statistic
CurrentAgentAssignment
matched to the
Campaign Group
.
When you use
Campaign Group as a target, this results in URS opening the statistic
CurrentAgentAssignment for every participating
Agent/Place
. Opening of this statistic for every participating
Agent/Place affects not only outbound routing (if any), but in addition:
If this statistic is open and has a value matched to some
Campaign Group
(= not inbound), the interaction cannot be routed to an
Agent/Place that is part of any other group.
Agents/Places that do not have the
CurrentAgentAssignment statistic open
(meaning they are not included as part of any
Campaign Group addressed by
URS so the statistic does not have to be opened) are considered as valid targets for any non-outbound activity. Use the environment
page 541
handle this situation.
If the same URS is not handling the corresponding outbound interactions, set the URS option environment to outbound
. Once this option is specified as outbound
, URS opens the
CurrentAgentAssignment statistic for every
Agent/Place it works with.
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Note:
URS supports proactive customer contact and multi-Campaign agent
management (see “Calling List Overview” on
page 257
). To enable routing of outbound calls/interactions to Campaign Groups, the URS installation package includes a prewritten strategy design to handle outbound calls as well as sample strategies. For more information, see the Universal Routing 7.6 Deployment Guide.
Skill Target in Routing Objects
IRD has four Routing objects that enable to use
Skill type routing targets:
•
page 284
•
page 287
•
Statistics (see
page 305
•
Workbin (see
page 307
Table 94
compares the four objects.
Table 94: Comparison of the Route Interaction, Selection, Statistic, and Workbin
Objects
Routing Timeout
Route Interaction,
Selection, Statistic, and
Workbin
Route to skill
Route Interaction,
Selection, and Workbin
Specify timeout
Can route to a variable Can keep targets available using the clear target option
Statistics Uses the Statistics routing rule, which provides reuse and dynamic strategy changes
Statistics
Specify statistic
page 323
highlights differences and similarities of the objects.
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Table 95: Differences among the Route Interaction, Selection, Statistics, and Workbin
Objects
Features
Selection and Statistics • Routes to ACD Queue, Agent, Agent Group, Destination Label, Place,
Place Group, Routing Point, or Skill.
• Allows time-outs (the number of seconds that a customer interaction will wait for a target to become available).
• Allows statistics that decide which agent is chosen if multiple agents are available, such as the agent that has been ready the longest.
Route Interaction • Routes to Agent, Agent Group, Campaign Group, Place, Place Group, or
Skill.
• Routes to variables. This can be used with IRD functions or database lookups that return the targets in a variable.
• Allows statistics, such as
StatAgentLoadingMedia
, that decide which agent is chosen if multiple agents are available.
Selection
Statistics
• Routes to variables. This can be used with IRD functions that or database lookups that return the targets in a variable.
• Allows targets to be retained for an interaction if there are multiple
Selection objects and the Clear Targets check box is not selected.
• Uses a Statistics routing rule.
• Routing rules allow the routing point decision to be specified once and used multiple times within a strategy or across strategies.
• Users can change the target specifications in routing rules. The change affects the strategy without reloading.
Workbin • Routes to Agent, Agent Group, or Skill.
• Routes based on content of a variable. This can be used with IRD functions or database lookups that return the targets in a variable.
• Allows statistics, such as
StatAgentLoadingMedia
.
When you specify the target type
Skill
, you select a Name and a Stat Server.
The Name for the
Skill type is actually a skill expression that you create in the
Skill Expression
page 85
). This dialog box is also accessed by functions that require a skill expression including
CreateSkillGroup (see
page 431
) and Multiskill (see
page 439
Skill Targets and Skill Expressions
In the
Skill Expression dialog box under
Type
page 85
), you specify the following:
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•
A data type:
Skill
,
Statistic
, or
Variables
.
Warning!
Skill names are limited to alphanumeric characters and
underscores. The name cannot begin with a digit. See
page 29
important limitations regarding skill expressions.
•
A data
Name
. What appears in this section depends on which data type you selected. For example, when you select the
Skill data type, the
Name field lists the skills defined in Configuration Manager.
•
A condition of the
Skill
(an arithmetic expression):
!= (not equal to the indicated level)
< (less than the indicated level)
<= (less than or equal to the indicated level)
= (equal to the indicated level)
> (greater than the indicated level)
>= (greater than or equal to the indicated level)
•
A
Value that can be a
Skill Level
, also defined in Configuration Manager or a variable.
If a variable is defined in the strategy and then is used as a comparable in a skill expression, the value of the variable will be interpreted as the skill name when the expression is evaluated. Otherwise, the string itself will be
interpreted as the skill name. See “Variables in Objects and Expressions” on
page 88
When the order of logical operations is not explicitly specified by parentheses, the operation to the left has precedence over the operation to the right. For example:
Portuguese > 5 | Africa = 7 & SpTours >3 is equivalent to
(Portuguese > 5 | Africa = 7) & SpTours > 3
Using a Skill Expression to Exclude an Agent
To exclude an agent from being selected during skills-based routing, you can take one of the following actions:
1. Delete the skill in the agent’s profile in Configuration Manager.
2.
Set the agent’s skill equal to zero (
English = 0
).
Important Note on the Absence of a Skill
URS interprets the absence of a
Skill as the agent having the
Skill with a zero level (
English = 0
). For example:
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•
Assume the desired
Skill is
English < 8
. If one agent has skill
English =
0
and another agent has no
English
skill at all, both agents can be selected.
In this case, with
English < 8
, URS includes all agents with the
English skill less than 8, and also agents with no
English skill at all. If you want to include agents with any
Skill between 1~7, then state
English > = 1 and
English < 8
.
•
Assume the desired
Skill is
English > = 0
. Again, both agents can be selected since URS interprets
English = 0
as the same as no
English at all.
•
Assume the desired
Skill is
English > 0
. Neither of the above agents will be selected.
Busy Treatments in Routing Objects
This section contains information on the
Busy tab found in the properties dialog box when defining Percentage, Service Level, Statistics, and Workforce routing rules (see
page 274
), as well as the
Busy tab in the Routing Selection
page 287
Note:
Some switches do not support specific treatment calls. For a list of supported treatment functions, refer to the “Supported Functionality in
T-Server” chapter in your Genesys T-Server documentation. For example, refer to the Supported Functionality in T-Server for Alcatel
A4400 chapter in the T-Server for Alcatel A4400 Reference Manual.
Busy treatments are played to callers while they are waiting in a queue. Any number of treatments can be used for an interaction. The waiting interaction receives each treatment for the specified duration, in the specified order.
Once a Busy treatment is applied to an interaction, T-Server sends
EventTreatmentApplied
to URS. This event signals to URS that treatment has started and it can begin to wait for the end of the treatment in order to start the next busy treatment. Ending of treatment is signaled either by
EventTreatmentEnd or by expiration of treatment time-out. If the interaction is still waiting when all the treatments have been played through once, the treatments start again at the top of the list.
The list of Busy treatments available within Routing objects are the same
treatments provided for Mandatory treatments (
page 355
).
Any time that URS finds an available target for the call, the previously-started and currently-played busy treatment (and entire busy treatments chain) will be interrupted in favor of routing the call to a target. Target availability is checked on starting a treatment (
EventTreatmentApplied
), on updates from Stat Server, and usually every 2 seconds (value of this time interval is configurable by option pulse_time
(see
page 553
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Busy Treatment Time-Outs
In general, the amount of time of the Busy treatments should equal the amount of time specified to wait for the target in the timeout of the Routing object.
Here’s why:
•
If the total amount of time for all treatments is less than the target timeout, the treatments will start again from the beginning. This may or may not be acceptable, depending on the treatments used.
•
If the total amount of time for all treatments is greater than the target timeout, then not all treatments will be applied. This may or may not be acceptable, depending on the treatments used.
For some treatments, such as Play Announcement, you must know the length of the treatment so you do not specify a timeout that will cut off the treatment. If you specify a timeout greater than the length of the treatment,
T-Server ignores the timeout.
At the end of target timeout, the interaction goes to the red port or to the optional default destination, if specified.
Setting Independent Time-outs
In some cases, you may wish to set a Busy treatment timeout that is independent of the target timeout. For example, you may wish to use the same
Busy treatments for two or more Target Selection objects.
Assume you have three target selections connected to the red port, with the timeout for each target selection set at 10 seconds (10 x 3 = 30). Assume also that you have two Busy treatments. The first one is 20 seconds and the second one is 10 seconds (20 + 10 = 30).
To make the Busy treatment timeout independent of the target timeout, you must set the time-outs for all Busy treatments in the first Target Selection object and not set any treatments in subsequent Target Selection objects.
In this case, when moving to the next Selection object, URS automatically reuses the current treatment
If there is another set of Busy treatments in the second target selection object, then IRD automatically resets Busy treatments when moving to the second target selection object. In this case, you do not need to use function
ResetBusyTreatments.
The ResetBusyTreatment function clears all previously set busy treatments from URS memory.
Figure 165
shows two strategy scenarios that produce the same outcome.
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Figure 165: Strategies That Reset Busy Treatments
The outcomes of the first and second strategy are the same. IRD automatically resets the treatments in the first strategy. This accomplishes the same thing as
ResetBusyTreatments in the second strategy.
Important Information on Busy Treatments in Routing
Objects
•
Use of extensive treatments might degrade URS performance since URS attempts to process an interaction after each treatment for every interaction. Therefore, always optimize the use of treatments when designing a strategy.
•
Variables can be specified for a Busy treatment used in the Selection object only but not for objects that specify Busy treatments through a routing rule.
Since variables are specific to a strategy, if you enter a variable into a Busy treatment for a routing rule, the variable will be interpreted as a string by other strategies that use that routing rule.
•
If it is important for URS to adhere to call priority even for interactions that are sent to other DNs for Busy treatments, set the function KeepQueue to true
. This will prevent URS from distributing interactions with a lower priority to the same target before the higher priority interaction is
distributed. See Chapter 3, “Interaction Routing Designer Functions,”
page
359
or more information about the KeepQueue function.
•
If a call is in a switch ACD queue, then the switch must handle the treatment since URS has relinquished control of the call.
•
“Starting Busy Treatments”
•
There is no way to abort a treatment being currently played other then try to start new one. Once started, the treatment can (and often will) be played throughout a lot of strategy objects.
•
If you need to change current chain of busy treatments from the strategy, here are the only possible ways to do it:
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Start a Mandatory Treatment (see
page 342
) or
Call ResetBusyTreatment function (see
page 442
) or
Use of a Routing object with a not-empty list of busy treatments.
Starting Busy Treatments
If URS cannot apply a busy treatment when the strategy requires it, it tries to reapply the treatment every half second until it is successful or until the treatment is canceled because the strategy requires that the interaction be moved into a different processing stage (for example, if the target becomes available).
Note:
In previous versions, if URS could not apply a busy treatment because of the state of the call, it discarded this treatment. This sometimes meant that no busy treatments were played at all, and required special steps to be taken in the strategy to avoid such situations.
URS cannot apply a busy treatment if, at the moment when the treatment should be applied, the call is in a state that does not allow the treatment to be applied. This can occur if the strategy contains sequential target Selection blocks and URS does not control the call transfer from an IVR port back to the routing point after an IVR Treatment defined in the first block has been applied. There are two valid scenarios known that could result in such a call state:
•
URS does not monitor the IVR port where the call landed for a busy treatment and is not aware of the call state at the moment when the next treatment should be applied.
•
URS monitors the IVR port, but the following race condition occurs: the previous treatment has been completed and the call is in the process of transferring back to the routing point (in other words, the call is on hold at the IVR port) at the moment when the next treatment should be applied.
If a call runs into one of these scenarios, failing to apply the subsequent busy treatment can lead to call default routing by the switch. In order to avoid such incidents, implement one of the following exception handling sequences in the strategy:
1. Precede the subsequent target Selection block with a
SuspendForTreatmentEnd[ x
] instruction, where x is the number of seconds equal to the maximum duration of a treatment that may be in progress at this moment (see
page 520
for the SuspendForTreatmentEnd description).
Figure 166
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Figure 166: SuspendForTreatmentEnd
Note:
The call will sit in the SuspendForTreatmentEnd[ x
] block and will not be routed to any targets that may become available until the treatment in progress is completed.
In the second scenario, where URS does monitor the IVR port, you might want to terminate the treatment in progress and start applying the new treatment chain as soon as the call comes out of the first target Selection block. In this case, consider the following modification:
2.
Precede the subsequent target selection block with the following
instructions, one after the other, as it is depicted in
Figure 167
:
DeliverCall['return:ok',DELIVERBACK]
SuspendForTreatmentEnd[x]
If the DeliverCall instruction fails and the call exits the DeliverCall block through the red port, this indicates that the race condition occurred and the call is being transferred back to the routing point. In this case, the
SuspendForTreatmentEnd[1] instruction should be executed before the subsequent treatment is applied to allow for the transfer to be completed.
Figure 167
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Figure 167: DeliverCall/SuspendForTreatmentEnd
Note:
This method cannot be used for the first scenario, since URS is not able to execute the DeliverCall instruction if it does not monitor the IVR port where the call has landed.
Targets in Other Objects
Note:
See the section “DN Target Type” on
page 495
for information on non-
configurable target types. Also see function “UseMediaType” on
page 406
.
In addition to the Routing objects, you can specify routing targets in some functions and/or treatment objects:
•
page 513
page 519
alternative to the Routing Selection object. They provide the equivalent functionality to this object.
•
page 499
compatible mode, see
page 346
). Both of them accept target where call
should be temporary routed for applying IVR treatment.
•
In addition there is set of functions that do not specify routing targets, but instead specify the properties that the routing targets must have. In this way, they affect target selection. They are UseDNType (see
page 406
),
USeMediaType (see
page 406
page 405
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Segmentation Objects
page 331
shows the buttons for Segmentation objects that come into view when you click the Segmentation icon.
ANI
Figure 168: Icons for Segmentation Objects
Segmentation objects enable incoming interactions to take different paths. For example, you can segment based on the customer’s revenue potential. Or you can segment interactions based on time, date, day of the week, customer phone number (ANI), number dialed (DNIS), or a business rule.
The ANI Segmentation object separates incoming calls based on the
Automatic Number Identification (ANI) number, which is the originating phone number from which the call was made. The
EventRouteRequest message can contain ANI information:
EventRouteRequest*
AttributeDNIS'6661'
AttributeANI'5105551515'
AttributeThisDN'6661'
AttributeCollectedDigits'1'
Configure the value of the
ANI
for each segment in the
ANI Segmentation
Properties
Figure 169
Reference Manual
Figure 169: ANI Segmentation Properties Dialog Box
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Business
The Business Segmentation object separates interactions based on existing
page 68
Figure 170
shows four business rules in the
Business Segmentation Properties dialog box.
Figure 170: Business Segmentation Properties Dialog Box
Business rules are reusable objects (see
page 62
). In this example, the br_new_english
business rule is defined using two attributes as shown in
Figure 171
332
Figure 171: Business Rule Dialog Box
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Chapter 2: Interaction Routing Designer Objects Segmentation Objects
Attributes are reusable objects (see
page 62
), which you use to define business rules. The br_new_english
business rule separates out interactions where the customer is new and their language preference is English.
Continuing with this example, each attribute in
Figure 171
( att_acct_type
and att_language
) is defined in IRD with two possible values, which are customerentered digits (CEDs).
Figure 172
att_acct_type
.
Figure 172: Attribute Dialog Box
When you place a Business Segmentation object in a strategy, each rule creates its own output port. You can then connect each output from the Business
Segmentation object to another object.
Figure 173
Figure 173: Business Segmentation Object Output Ports Connected
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Classify
The Classify Segmentation object works with the Classify Multimedia object
(see
page 189
) and the Assign Categories object (see
page 168
). The
Classification Segmentation object segments incoming interactions to take different paths in a routing strategy based on classification categories.
This object provides a switching capability based on categories returned by
Classification Server or assigned manually. When a strategy using this object is in the
Routing Design
window, the object block may have as many outlet ports as necessary for the strategy; for example as many ports as necessary for classification categories returned by the Classify object.
Classify General Tab
Figure 174
Classify Segmentation Properties dialog box when
Classify by variable
is selected.
334
Figure 174: Classify Segmentation Object Properties Dialog Box
Example
The example below shows how the Classify and Classify Segmentation objects can work together.
•
Assume the Classify object first initiates a Classify request using two categories as parameters: cookery
and fiction
Figure 175
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Figure 175: Example Classify Properties Dialog Box
URS attaches the classification results to the User Data with the key
CtgId
.
•
The strategy also contains a Classify Segmentation object. It has two normal outgoing ports: one for cookery
and another one for fiction
. URS compares the identifier kept in the User Data with the key
CtgId
to the IDs of the two categories specified in the properties of the Classify
Figure 176
).
Reference Manual
Figure 176: Example Classify Segmentation Properties Dialog Box
If
CtgId
doesn't exist or is empty, the interaction exits through the red port; otherwise the interaction exits through one of the green ports (see
Figure 177
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Classify
Segmentation Object
Attach Categories Object
Figure 177: Classify and Classify Segmentation Objects
Date
The Date Segmentation object enables you to separate interactions via from and to dates entered in the
Date Segmentation Properties dialog box. When you select a time zone and enter one or more
Date from and Up to date segments and click the
OK
button in the properties dialog box, the resulting
Date Segmentation object contains the same number of output ports as
Figure 178
).
336
Figure 178: Date Segmentation Properties Dialog Box
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Each interaction segment is then routed based on the date. The Check Integrity tool (see
page 32
Note:
The value of the
Up To date parameter is excluded from the time interval. For example, if you segment interactions with a
Date From of
10/21/07 and an
Up To Date of 10/25/07, URS includes interactions arriving between 12:00:00 AM on 10/21/07 and 11:59:59 PM on
10/24/07.
This object only supports the following US date formats:
•
M/d/yy
•
M/d/yyyy
•
MM/dd/yy
•
MM/dd/yyyy
•
yy/MM/dd
•
dd-MMM-yy
Other formats prevent the strategy from compiling.
Day of Week
The Day of Week Segmentation object enables you to separate interactions based on the day of the week (Sunday through Saturday). As with the other
Segmentation objects, you configure values in a properties dialog box (see
Figure 179
Reference Manual
Figure 179: Day of Week Segmentation Properties Dialog Box
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Chapter 2: Interaction Routing Designer Objects Segmentation Objects
Within the
General tab, you can create segments for a specific
Day
. For example, you can have interactions arriving on Saturday take a different path than interactions arriving on Sunday. You then connect each Segmentation object output port to an input port of the next object in the strategy.
By clicking the
Advanced
option in the dialog box, you can create segments for a range of days. For example, you can segment weekdays separately from weekends by creating two segments; one segment extends from Monday through Friday and another from Saturday through Sunday.
Multiple segments can be connected to the same object.
Note:
The Check Integrity tool (see
page 32
DNIS
The DNIS Segmentation object enables you to separate incoming calls based on the Dialed Number Identification System (DNIS) number. For example, it might be the 800 number that the caller dialed. The
EventRouteRequest message can contain DNIS information:
EventRouteRequest*
AttributeDNIS'6661'
AttributeANI'5105551515'
AttributeThisDN'6661'
AttributeCollectedDigits'1'
Configure the value of the
DNIS
for each segment in the
DNIS Segmentation
Properties dialog box.
Figure 180
338
Figure 180: DNIS Segmentation Properties Dialog Box
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Generic
The Generic Segmentation object enables you to segment interactions by configuring logical expressions in the
Expression Builder
, which opens when you click the
Expression arrow in the
Generic Segmentation Properties
Figure 181
).
Click arrow to open the Expression Builder Dialog Box
Figure 181: Generic Segmentation Properties Dialog Box
In
Expression Builder
, you select a data
Type
,
Name
,
Operator
, and
Value
(entered or selected). When you click
Add
,
Verify,
and
OK
in
Expression
Builder
, the
Generic Segmentation Properties dialog box contains the expression.
For example, you can configure three expressions and then click the
OK
button in the
Generic Segmentation Properties dialog box (see
Figure 181
). The resulting Generic Segmentation object contains the same number of output ports as segments.
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Figure 182: Generic Segmentation Object in Strategy
You then connect each output port to another object, such as a Routing object.
Note:
Business rules and attributes can prevent having to repeatedly re-create
page 68
for more information.
Screen
Use this object to process the results of the Screen (see
page 239
page 223
Figure 183
shows the
Screen Segmentation
Properties
dialog box when
Screen by variable is selected.
340
Figure 183: Screen Segmentation Properties Dialog Box
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The Screen Segmentation object segments incoming interactions to take different paths in the strategy based on Screening Rule matches.
Depending on how the Screen or MultiScreen object was previously used in the strategy, Screening Rule IDs may be written to interaction User Data
(
AttributeUserData
page 143
) or may be contained variables.
If you check
Screen by variable
, the variable must containd the Screening
Rule ID to be checked.
Note:
For additional information on Screening Rules and User Data, see the
Multimedia 7.6 User’s Guide.
Time
The Time Segmentation object enables you to separate interactions by selecting
From
and
Up until
times for each time segment in the
Time
Segmentation Properties dialog box (see
Figure 184
Reference Manual
Figure 184: Time Segmentation Properties Dialog Box
When you select a time zone and enter one or more
From
and
Up until
rows and click the
OK
button in the properties dialog box, the resulting Time
Segmentation object contains the same number of output ports as segments
(see
Figure 184
). Each segment is then routed based on the time of day.
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Note:
In the Time Segmentation object, the value of the
Up until
parameter is excluded from the time interval. For example, if you segment interactions with a
From
time of 9:00:00 AM and an
Up until
time of
5:00:00 PM, URS includes interactions arriving between 9:00:00 AM and 4:59:59 PM.
The object only supports the following time format:
•
hh:mm tt (where tt is AM or PM)
Note:
The Check Integrity tool (see
page 32
Voice Treatment Objects
Figure 185
shows the buttons for Voice Treatment objects that come into view
when you click the Voice Treatments icon.
Figure 185: Voice Treatment Object Toolbar
Note:
Some switches do not support specific treatment calls. For a list of supported treatment functions, refer to the Supported Functionality in
T-Server chapter in your Genesys T-Server documentation. For example, refer to the Supported Functionality in T-Server for Alcatel
A4400 chapter in the T-Server for Alcatel A4400 Reference Manual.
Mandatory Vs. Busy
Mandatory treatments are those to which an interaction will be subject whether there are any available targets or not. In IRD, all Mandatory treatments are represented as objects. Mandatory IVR (Interactive Voice Response) treatments can often be used in determining the appropriate target for the interaction.
Page 316
, are applied when all the targets
selected are busy and the interaction is waiting for an available target.
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Mandatory treatments are played through only once before the interaction continues on through the strategy. Busy treatments, which are configured as a property of many of the Routing objects, can play repeatedly while an interaction is waiting for an available target and include a timeout.
Warning!
When specifying busy treatment parameters, do not include pipes
“|” and colons “:” in values.
Updating Wait Time Information for an IVR
The SetStatUpdate function enables you to periodically update statistical data within an interaction without leaving the target selection object. The
SetStatUpdate function supports (but is not limited to) use of the following statistics:
•
PositionInQueue
•
CallsWaiting
•
InVQWaitTime (for virtual queues only).
See
page 482
for more information.
Beginning a Busy Treatment
The compat_treatments
option in the URS Application object affects the way
URS requests T-Server to begin a busy treatment. See
page 537
information.
Voice Treatment Parameters
Parameters for each object enables you to specify how each treatment functions. You can enter STRING or INTEGER values (depending on the parameter) and variables.
Note:
You cannot use variables for Busy treatments in routing rules because variables are specific to a strategy and routing rules are not.
Variables must be previously defined in the Variable list. When using a variable, select the variable from the drop-down list or type the variable name manually. If entered manually, IRD searches for the variable from the Variable list and selects the one with the same name. If the variable is not found, IRD interprets the variable as a string.
Switch API Settings
IRD provides Voice Treatment objects for all systems. However, some switch
APIs (application programming interfaces) do not support all available voice
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Compatible
mode (set the compat_treatments
option to true
page 537
TGiveTreatment
API is used; otherwise the
TApplyTreatment
API is used. See Genesys 7 Events and Models Reference
Manual for more information.
For the
TGiveTreatment
switch API, select
Compatible
mode in the
Treatment
Properties dialog box. The following voice treatments can be used in
Compatible
mode:
•
IVR
•
Music
•
Ringback
•
Silence
Note:
The IVR voice treatment is different from the other treatments because it routes the interaction to an IVR. All other treatments work at the switch or the intelligent peripheral.
Voice Treatment Error Messages
The following error messages are possible for Voice Treatment objects:
•
0001 Unknown error
•
0003
Treatment in Progress
•
0004
Call is on hold
•
0005
Call is gone
•
0008
Routing done
•
0013
Remote error—error/unknown message from DB Server
The Voice Treatment Objects
This section lists the voice treatment objects (see
Figure 185
order and describes the parameters that you configure in the Properties dialog box for each object.
344
Busy
This treatment is used to connect the interaction to a source of busy tone.
Note:
On a DMS-100 switch, this treatment terminates the interaction—the caller hears a busy signal, but the interaction can no longer be transferred.
Parameter:
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DURATION
Voice Treatment Objects
The time, in seconds, that the treatment is applied. See
page 538
for additional information on Duration.
Cancel Call
This treatment is used to disconnect an interaction in progress. This treatment ends the strategy and deletes the interaction from URS memory.
Parameters: None
Collect Digits
This treatment is used to collect digits from the caller.
Parameters:
MAX_DIGITS
Maximum number of digits to be collected
(up to 31).
Note:
Maximum digits may be equal to 0. In this case, no time is spent waiting for caller input digits, and a response is returned indicating 0 digits collected.
ABORT_DIGITS
IGNORE_DIGITS
BACKSPACE_DIGITS
This sequence of up to two keys causes the previous keystroke to be discarded.
TERM_DIGITS
This sequence of up to two keys is treated as though the keys have not been pressed.
This sequence of up to two keys causes all the digits, not including the
TERM_DIGITS
, to be returned to the service logic as collected digits.
RESET_DIGITS
This sequence of up to two keys aborts the digit-collection operation. If this sequence appears, the intelligent peripheral considers this to be a failed digit-collection attempt.
This sequence of up to two keys causes all the previous keystrokes to be discarded. The digit collection resumes.
CLEAR_FLAG
Indicates whether any information that has been input should be cleared before digit collection starts. The type of the value is
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Boolean (0/1). Not supported in
GR-1129-CORE
protocol implementation.
START_TIMEOUT
The number of seconds the IP should wait for the caller to begin
DTMF
input.
DIGIT_TIMEOUT
The number of seconds the IP should wait between
DTMF
digits.
TOTAL_TIMEOUT
The total number of seconds the IP should wait for the caller to provide the requested DTMF input.
Delete User Announcement
This treatment is used to remove a user-specific announcement from an IP.
Parameters:
USER_ID
User ID string specifying the user for an announcement to be deleted.
USER_ANN_ID
User Announcement ID (integer) as returned in the
EventTreatmentEnd
event after a successful
RecordUserAnnouncement
request.
346
Fast Busy
Provides a different busy signal from the one in a Busy treatment. This treatment is supported on a limited number of switches.
Note:
On a DMS-100 switch, this treatment terminates the interaction. The caller hears a fast busy signal, but the interaction can no longer be transferred.
Parameters:
DURATION
The time, in seconds, that the treatment is applied. See
page 538
for additional information on Duration
.
IVR
This treatment is used to connect the interaction to the IVR. The IVR treatment is specified in a format similar to that of a target because URS transfers the interaction in the same way as it would when routing to a target. IVR produces
Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Voice Treatment Objects a set of DNs from the Source (corresponding to a target ID), location, and type, and from Stat Server information. If any of these DNs are available, it sends the interaction to one of them. URS does not verify that the DN to which it sends the interaction is an IVR. For example, it may be useful to send the interaction to a queue, which distributes it to the actual IVR.
When choosing a target for an IVR, select the target type and specify all
parameters necessary for that type. See “Targets in Other Objects” on
page 330
for more information on target types.
In an IVR treatment, do not set type to Agent (.A) or Group of Agents (.GA).
The IVR itself is often configured in Configuration Layer as a DN of type
Voice Treatment Port, where VTO (Voice Treatment Option) scripts can run.
The most frequent configuration for using IVRs in a strategy involves creating a Place in Configuration Layer and creating a shortcut from the place to the
IVR DN. Then IVRs can be used as treatments by specifying the place or group of places that corresponds to an IVR.
Another way to specify the IVR is to check Compatible Mode in the dialog box and then manually enter the DN as a source and the name of the switch as the location (
<DN>
@
<name of switch>
) in the Target field.
Note:
When the URS configuration option compat_treatments
is set to false
(needed for Network T-Servers), you can enter a duration for the IVR treatment, but should not configure any of the remaining parameters.
T-Server presumes that, in this case, the default routing object is the
IVR in question. URS sends all treatment requests using the
TApplyTreatment
function. When Compatible Mode is selected, URS is forced to send treatment requests in a mode compatible with IR 5.0.1.
All voice treatments except IVR work at the switch or the intelligent peripheral. The IVR treatment is different from the other treatments because
URS routes the interaction to an IVR, just as it does for a target. Therefore, the format used to specify the IVR treatment is similar to that for a target.
Parameters:
LABEL
Routing target address if connection to T-Server is lost.
DNIS
Value is used instead of existing DNIS if connection to T-
Server is lost.
Parameters for Compatible Mode:
SCRIPT
Script name or variable for the script name
TARGET
DURATION
The target type (
Agent
,
Agent Group
,
Destination Label
,
Routing Point
,
Place
,
Place Group
,
Queue
, and
Variable
) for this treatment, target name, and location for the Stat Server.
The time, in seconds, that the treatment is applied.
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Voice Treatment Objects
Music
This treatment is used to connect the interaction to a music source.
Parameters:
MUSIC_DN
Directory number of the music source.
DURATION
Music duration in seconds. This parameter is optional.
Pause
For this treatment, specify its duration only in seconds. It is the only treatment that does not send a command to T-Server. If a treatment other than an IVR precedes it, that treatment continues for the duration of the Pause treatment. In the case of a preceding IVR treatment, the Pause treatment starts only after the interaction has been returned to the routing point. Then the caller hears nothing for the specified time interval.
Parameters:
DURATION
The time, in seconds, that the treatment is applied.
Play Announcement
This treatment is used to play an announcement block to the calling party. The entire announcement block can consist of a series of Announcement Elements pieced together. Each Announcement Element can be described as interruptible or non-interruptible.
Parameters:
PROMPT
Contains 10 possible sublists, numbered 1 to 10. Each sublist contains entries describing an announcement element, which are as follows:
Interruptible (check box) indicates whether the caller can interrupt the announcement. IRD instructs URS to send a message to T-Server indicating that the announcement is interruptible (
1
) or not (
0
).
Specify one of the following options:
IDinteger ID of a message to play
DigitsNumber to pronounce. The first digit defines how the number should be pronounced:
0—one at a time (example: 411 will be pronounced as four-one-one)
1—date (example: the eleventh of April)
2—time (four eleven AM)
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3—phone number (four-one-one)
4—money (four dollars and eleven cents)
5—number (four hundred and eleven)
• User_Ann_ID User Announcement ID (integer) as returned after successful RecordUserAnnouncement request.
• Text ASCII text to pronounce using text-to-speech technology (if supported by the IP equipment).
LANGUAGE
Optional language indicator. Contains a string specifying a language in which the announcement should be made. The valid languages include, but are not limited to
,
English (US),
Spanish, Mandarin, Cantonese, Vietnamese, French, French
(Canada), German, Italian, Japanese, Korean, Russian.
Play Announcement and Collect Digits
This treatment is used to play an announcement block and collect digits from the caller. Typically, the announcement includes instructions requesting information from the caller.
Parameters: All the parameters of Play Announcement and Collect Digits are recognized.
Interruptible (check box) indicates whether the caller can interrupt the announcement. IRD instructs URS to send a message to T-Server indicating that the announcement is interruptible (
1
) or not (
0
).
Play Application
This treatment is used to execute an application or a script on the IP device.
With this treatment you can pass parameters to the application and get return values.
Parameters:
APP_ID
LANGUAGE
Application ID (integer) specifies the application to be run.
Language specifier (string). Valid only for Stentor Network T-
Server.
<any number> You can specify any number of custom parameters by clicking the icon to add an item ( ) in the properties dialog box.
This object lets you indicate the custom parameter type (string or numeric).
Specify the type of parameter by using a prefix in the parameter name.
Allowed prefixes:
{s} and
{d}
. URS will cut off the prefix from the parameter name and use it as indicator of type: s for string and d
Figure 186
shows an example.
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350
Figure 186: Play Application Properties
RAN
RAN stands for “Recorded ANnouncement.” Similar to Music; its source must be a RAN Port on the switch. Only a limited number of switches support this treatment.
Parameters:
ROUTE
DURATION
The time, in seconds, that the treatment is applied. Duration is used because it is not always possible to notify URS that a treatment is complete.
See
page 538
for additional information on Duration.
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Record User Announcement
This treatment is used to create a user-specific announcement. The treatment device returns an announcement ID for a newly created announcement, which the application can use later to trigger playback of the user-specific announcement.
Depending on whether you select or leave clear the Interruptible check box,
IRD instructs URS to send a message to T-Server indicating that the announcement is interruptible (
1
) or not (
0
).
Parameters:
PROMPT
USER_ID
Contains sublists specifying an initial announcement block to be played. The general format is the same as Play
Announcement. Additional restrictions can be imposed by specific implementations.
User ID string specifying the user for whom the announcement will be recorded.
ABORT_DIGITS
The sequence of up to two keys that the caller can enter to abort the recording process. The IP is to consider this as a failed recording attempt.
TERM_DIGITS
The sequence of up to two keys that the caller can enter to indicate that the caller has finished recording the announcement.
RESET_DIGITS
The sequence of up to two keys that the caller can enter to restart the recording announcement. Any announcement recorded up to the point of these keystrokes will be discarded.
START_TIMEOUT
The number of seconds the IP should wait for the callers to begin recording their announcements.
TOTAL_TIMEOUT
The total number of seconds the IP should wait for the caller
s
to finish recording their announcements.
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Voice Treatment Objects
Ringback
This treatment is used to connect the call to a Ringback Tone source. The caller hears the signal of a ringing call.
Parameter for Compatible Mode:
DURATION
The time, in seconds, that the treatment is applied.
Set Default Destination
This treatment sets the default routing destination.
Parameters:
DESTINATION
Default routing destination (string).
Silence
This treatment is used to connect the call to a source of silence. The caller does not hear anything during the corresponding interval.
Parameter for Compatible Mode:
DURATION
The time, in seconds, that the treatment is applied.
Text-To-Speech
This treatment is essentially the same as Play Announcement, except all announcement elements are of type text. This option does not allow mixing recorded announcements with text-to-speech. It is used when Play
Announcement is not supported.
Parameters:
LANGUAGE
PROMPT
Optional language indicator. Contains a string specifying a language in which the announcement should be made.
Contains a number of sublists (from 1 to 10). Each sublist is named with a number ranging from 1 to 10 and contains a number of entries describing announcement elements, which include Interruptible and Text.
INTERRUPTIBLE
Indicates whether the caller can interrupt the announcement.
Depending on whether you select or leave clear the
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TEXT
Voice Treatment Objects
Interruptible check box, IRD instructs URS to send a message to T-Server indicating that the announcement is interruptible
(
1
) or not (
0
).
ASCII text to pronounce using text-to-speech technology.
Text-To-Speech and Collect Digits
This type of action request generates speech from the text and then collects digits. Typically the speech request includes a request for caller information.
Depending on whether you select or leave clear the Interruptible check box,
IRD instructs URS to send a message to T-Server indicating that the announcement is interruptible (
1
) or not (
0
).
Parameters: All of the Text-to-Speech parameters are recognized.
Verify Digits
This treatment is used to prompt a calling party to enter digits that will be compared with a desired response.
Parameters:
The general format for the following five sublists is the same as in Play
Announcement.
PROMPT
REPROMPT
Contains sublists specifying an initial announcement block to be played.
Contains sublists specifying an announcement block to play after verification has failed and asks caller to reenter information.
SUCCESS
FAILURE
Contains sublists specifying a success announcement.
Contains sublists specifying a failure announcement.
TIMEOUT
LANGUAGE
Contains sublists specifying a no-input timeout announcement.
Optional language indicator. Contains a string specifying the language for an announcement.
The following three
COMPARE
parameters are mutually exclusive:
COMPARE_DIGITS
Contains the actual digits the caller input should be compared against.
COMPARE_USER_ID
Contains the user ID string that IP should use to index into a local table for verification.
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COMPARE_PLAN_ID
Contains an index into an IP table of dialing plans. The input is checked for general format compliance with the dialing plan selected by the
COMPARE_PLAN_ID
.
NUM_ATTEMPTS
TIMEOUT
Number of attempts the caller is allowed to make before failing the verification.
Number of unsuccessful attempts to collect input from the caller before timeout.
NUM_DIGITS
Number of digits to be collected. The maximum number of digits that can be collected is 31. The maximum number of digits can be equal to 0. In this case, no time is spent waiting for the caller to input digits, and a response is returned indicating 0 digits collected. The standard does not specify whether the response should contain a success or a failure indication, so expect an undefined behavior.
ABORT_DIGITS
This sequence of up to two keys aborts the digit-collection operation. If this sequence appears, IP considers this as a failed digit-collection attempt.
I
GNORE_DIGITS
BACKSPACE_DIGITS
This sequence of up to two keys discards the previous keystroke.
TERM_DIGITS
This sequence of up to two keys is treated as though they have not been pressed.
This sequence of up to two keys causes all the digits, not including the
TERM_DIGITS
, to be returned to the service logic as collected digits.
RESET_DIGITS
This sequence of up to two keys causes all the previous keystrokes to be disregarded. The digit collection resumes.
CLEAR_FLAG
Clear flag indicates whether any information that has been input will be cleared before digit collection starts. Not supported in
GR-1129-CORE
protocol implementation.
START_TIMEOUT
The number of seconds the IP should wait for the caller to begin DTMF input.
DIGIT_TIMEOUT
The number of seconds the IP should wait between DTMF digits.
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TOTAL_TIMEOUT
The total number of seconds the IP should wait for the caller to provide the requested DTMF input.
Access Control
Note:
Starting with 7.6, the
Environment and
Tenant objects have an option that defines the access permissions for a new
Person o bject created in
Configuration Manager. The default is for a new
Person object to have no access permissions. In order for a user to log into the IRD application, the associated
Person object must have the appropriate access permission. For more information, see the Genesys 7.6 Security
Deployment Guide. The remainder of this section discusses access control associated with IRD objects.
To safeguard strategies, especially those used in production, you can set access control or permissions for every IRD object, strategy, and subroutine. Users
(
Persons
) can be grouped according to roles and provided access permissions to the objects accordingly. Users can also be assigned more than one access level.
You can set access permissions for all objects in Configuration Server, including strategies, agents, agent groups, access groups, DNs, and so on.
Access permission is set up in Configuration Manager. You can choose from the following permission settings:
•
No Access
—no permission to read or change this object
•
Read
—permission to read information and receive updates about this object
•
Change
—permission to Read, Change, Execute, and Delete
•
Full Control
—all permissions for this object
•
Special Access
—any user-defined combination of permissions, including
Read, Create, Change, Execute, and Delete
;
Read Permissions
;
and Change
Permissions.
Figure 187
shows the access permissions assigned in Configuration Manager
to
Person 4555
in the
Esther
tenant.
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Figure 187: Configuration Manager, Persons Object Permissions
When users launch IRD and log in, they are granted access to IRD strategies, subroutines, and objects based on the group(s) in which they are members. The access permission for strategies, subroutines, and objects appear in their respective List views in IRD. (Access permissions in the List view use different naming conventions than appear in Configuration Manager.) See
Universal Routing 7.6 Interaction Routing Designer Help for information on setting up access permissions for objects.
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Note:
If you add a user to an access group with a specified access level, when the user launches Interaction Routing Designer and logs in, the user can access strategy-building objects based on the level set for the group. If the user is deleted from the group while the user is still logged in, the IRD screen goes blank. When the user is added back to the access group, the IRD screen is restored.
Access Control Example
You decide to create three access groups, Users, Designers, and
Administrators, each with different access permissions. Users can only view strategies and monitor statistics provided by URS. Designers can create strategies and subroutines but cannot change routing rules used in production.
Administrators have the highest access and can create and change all strategies and routing rules, including those used in production. None of these groups can
change or delete routing targets.
Table 96
illustrates this example.
Table 96: Example of Access Control Usage
Group Strategy
Script Object
Permission Levels
Subroutine
Script Object
Transaction
Objects
Routing
Points
Routing
Targets (DN,
Agent, Place,
Agent Group)
User
Designer
Read Read Read
Create, Change
(limited— cannot change strategies used in production),
Read
Create, Change
(limited— cannot change subroutines used in production),
Read
Create, Change
(limited— cannot change routing rules used in production),
Read
Read
Read
Administrator
Create, Change,
Read
Create, Change,
Read
Create, Change,
Read
Change,
Read
Read
Read
Read
To set up the three groups, create three Access Groups in Configuration
Manager and configure the appropriate permission level for each group. Then set up permissions for each object used in the strategy.
As previously noted, Designers can create new strategies, subroutines, and transaction objects and can change any strategies, subroutines, and transaction objects that are not used in production.
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To do this:
1. Create a subfolder in the Configuration Manager
Scripts
folder for production strategies and set the folder’s permission level to
Read
.
2.
Place all Strategy Script objects for strategies in production in this subfolder.
All Strategy Script objects placed in this folder, regardless of their previous permission levels, are now set to
Read
.
3.
Similarly, create additional subfolders for the Subroutines Script objects and the routing rules Transaction objects that are used in production and set their permissions to
Read
.
Now when Designers log in, they can only read the strategies used in production. They can edit all other existing strategies or create new strategies.
Designers can use routing rules that are used in production but cannot change them.
For more information about access permissions, see Framework 7.6
Configuration Manager Help. For instructions on setting permissions for objects, see Interaction Routing Designer 7.6 Help.
Access Control and Sharing Strategies
If you intend to share strategies among users or package strategies to provide to users in a different configuration environment or tenant, be aware that the permission level set for each strategy object is also part of the information stored for the object.
Users without the appropriate permission level cannot unpackage the strategy objects.
358 Universal Routing 7.6
Chapter
3
Interaction Routing
Designer Functions
Unless noted otherwise, the functions described in this chapter are listed in the
IRD
Function Properties
page 126
). The
Function Properties dialog box opens when you place a Function object in your strategy and then double-click it.
Use the
Function Properties dialog box to select a function and enter values for the parameters of that function. For general rules on using the Function object, see
page 120
. Functions can also be accessed within an expression (see
page 83
Note:
In most cases, only a few of these functions are needed to build a particular routing strategy and not every strategy uses functions. It is not necessary to be familiar with all the functions to use IRD successfully. z z z z z z z z z z z z
The topics in this chapter include:
Value Types, page 360
Summary of All Functions, page 366
Specialized Functions, page 382
CallInfo Functions, page 382
Configuration Options Functions, page 400
Data Manipulation Functions, page 407
Date and Time Functions, page 412
Force Functions, page 419
List Manipulation Functions, page 421
Miscellaneous Functions, page 425
Reporting Functions, page 466
Statistical Functions, page 468
Reference Manual 359
Chapter 3: Interaction Routing Designer Functions Value Types z z z
String Manipulation Functions, page 488
Target Manipulation Functions, page 494
Retired Functions, page 521
Note:
The IRD installation process places an rlu.zcf file in the IRD installation directory. After you import the rlu.zcf file into IRD, you get sample utility subroutines. For information on these utility subroutines, see the Samples chapter in the Universal Routing 7.6
Deployment Guide.
Value Types
Each function description in this chapter includes a returned value type. The types
STRING
,
FLOAT
, and
INTEGER
refer to character strings, floating-point numbers, and integer numbers respectively.
VOID is used as a return value type to indicate that a function returns no value.
STRING
(list) and
STRING
(target) indicate special values of type
STRING
; their formats are discussed below.
Special value types include
TIME
,
DAY
, and
DATE
.
Important Information
•
All the parameters of a function (including optional parameters) must receive values, even though the values of one or more parameters can sometimes be ignored by the function. For the optional parameters of the functions that you do not specify or for parameters of the functions that are not objects being used by Configuration Layer, IRD automatically inserts empty strings (two single quotation marks only).
•
When using string constants in a strategy, the number of characters that make up the constant (what appears between the quotes) is limited to 1000 characters. For example, Assign[x, '...over 1000 characters'] is not supported.
Type Conversion
In cases where the strategy compiler detects a value types mismatch, it implicitly inserts type conversion code into the strategy. Type mismatching can happen:
•
When a function is used and the type of a supplied value for one of the parameters is different from what the function expects. The conversion code will convert the type of supplied value into the type of the functional parameter.
•
When assignment is used and the type of calculated value is different from the type of variable. The conversion code will convert the type of the calculated value into the variable type.
360 Universal Routing 7.6
Chapter 3: Interaction Routing Designer Functions Value Types
•
When the
Expression Builder
page 84
used where values of different types are compared. The conversion code will convert the type of one of parameters into type of another one. If conversion is possible in both directions, then the second parameter will be converted to the type of first one.
Table 97
summarizes the properties of values types.
Table 97: Value Type Properties
Value type
INTEGER
FLOAT
STRING
DAY
DATE
TIME
Native (internal) presentation
Computer dependent. Maps to C programming language type long.
Usually has the size of 4 bytes and a range of values from -2147483648 to
2147483647
Computer-dependent. Maps to C programming language type double.
Usually has the size of 8 bytes and a range of +/-1.7E308 with at least 15 digits of precision.
Zero-terminated sequence of bytes.
Integer value from 0 to 6. Sunday presented as 0, Monday as 1, and so on.
Integer value presenting date in number of days from January 1, 1970.
Integer value presenting time of day in number of minutes from midnight 00:00.
Constants of this type
Presented in strategy as a sequence of digits. Can be prefixed with a plus or minus sign. Should not exceed allowed range. Samples: 123, 0, -234
Generic format [+/-]ddd.ddd[eddd] where optional parts are taken in [].ddd presents any not-empty sequence of digits. Samples:123.0, 0.5, 234.111,
5.5e6
Generic format for any sequence of characters in quotes. Cannot contain the quote character inside. Should not exceed
1000 characters. Samples: 'abcdefg', ''
Presented in strategy with a number from
0 to 6 or with special names that represent these numbers: Sunday,
Monday …Saturday. These names are not strings so do not include them in quotes. Samples: Sunday, 1 , 6
Generic format mm/dd/yyyy. Year part can be missed; the current year is assumed in such case. They are not strings so do not include them in quotes.
Samples: 10/29/2007, 10/25
Generic format hh:mm [AM/PM].. They are not strings so do not include them in quotes. Samples: 5:09 PM, 21:00
Reference Manual 361
Chapter 3: Interaction Routing Designer Functions
Conversion Rules
Table 98
contains conversion rules for the various value types.
Table 98: Conversion Rules
Type Converted To Result
Conversion rules for INTEGER type results in following values if converted to:
FLOAT:
STRING:
DAY:
The same value in float format. For example 123 -> 123.0
String presenting the integer value. For example 123 -> '123'
Remainder of dividing the Max(0, value) by 7
Value Types
TIME: Remainder of dividing the Max(0, value) by 1440
Conversion rules for FLOAT type results in following values if converted to:
INTEGER:
STRING:
Fractional part is truncated. For example 123.8 -> 123
String presenting the float value. For example 123.8 -> '123.8'
DAY:
DATE:
Not allowed, compiler generates error
Not allowed, compiler generates error
TIME: Not allowed, compiler generates error
Conversion rules for STRING type results in following values if converted to:
INTEGER: Integer value presented by string fragment from the beginning of string to the first character that cannot be interpreted as part of the integer value.
For example, '503abc' results in 503. If the string fragment is empty, then 0 will be used. Plus or minus sign as first character of integer value is also allowed. If the string fragment is too long (exceeds allowed range for
INTEGERS), the result is unpredictable.
FLOAT:
DAY:
Float value presented by string fragment from the beginning of the string to the first character that cannot be interpreted as part of float value. For example, '+503.12e6abc' results in 503120000. If the string fragment is empty, then 0 will be used. Plus or minus sign as the first character of the float value is also allowed. If the string fragment is too long (exceeds allowed precision for FLOAT), then out -of-range digits are replaced with
0.
The same rule as for conversion to INTEGER. Can potentially result in invalid DAYS if the resulted INTEGER is out of range 0-6.
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Table 98: Conversion Rules (Continued)
Type Converted To Result
DATE:
TIME:
Number of days from 01/01/1970 if the string has a format of
'mm/dd/yyyy', 'mm/dd/yy', 'mm/dd'. If the year is missed, then the current year is assumed. The result is unpredictable if the string has a different format.
Number of minutes from midnight if the string has a format of 'hh:mm',
'hh:mm PM', or 'hh:mm AM'. A format with hh:mm:ss is also allowed, but seconds are ignored. The result is unpredictable if the string has a different format.
Conversion rules for DAY type results in following values if converted to:
FLOAT:
STRING:
DATE:
Not allowed, compiler generates error
The same as for INTEGER but presented as string
Not allowed, compiler generates error
TIME: Not allowed, compiler generates error
Conversion rules for DATE type results in following values if converted to:
INTEGER:
FLOAT:
Internal presentation of DATE type
Not allowed, compiler generates error
STRING:
DAY:
String in format "mm/dd/yyyy"
Day of week the provided DATE is.
TIME: Not allowed, compiler generates error
Conversion rules for TIME type results in following values if converted to:
INTEGER:
FLOAT:
STRING:
DAY:
DATE:
Internal presentation of DATE type
Not allowed, compiler generates error
String in format 'hh/mm'
Not allowed, compiler generates error
Not allowed, compiler generates error
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Chapter 3: Interaction Routing Designer Functions Value Types
Key-Value List
The key-value list is a data structure that consists of multiple data entries
(values) each of which is associated to some string constant (key). The keys allow access to the values. Several values can have the same key.
URS operates with string representations of key-value lists. The format of the string representation of a key-value list is the following:
Key1:Value1|...|KeyN:ValueN
Here,
Key1,..., KeyN, Value1,..., and
ValueN
are all strings without enclosing quotation marks. Any spaces are interpreted as part of the corresponding key or value.
The keys can be composite: in the above notation, Key1 can have the form of
KeyI1.KeyI2.....KeyIJ
. This feature makes it possible to operate with nested key-value lists.
Everywhere in this chapter, the type
STRING
(list) denotes values of type
STRING that have this format.
Warning!
When creating a key-value list that uses a string format (example: aaa:5|gggg:123|...), the maximum Key length cannot exceed 1000 bytes and the maximum length of one key-value pair cannot exceed
4096 bytes.
STRING (Target)
The
STRING (target)
type denotes a
STRING
(list) type value with predefined keys, which differ for the various functions. Wherever this type occurs in the description of a function, the relevant keys are enumerated and explained.
STRING (Statistical Object)
The
STRING (Statistical object)
type denotes a
STRING
type value that specifies a statistical object. It has the format
<Name>
@
<statserver>.<type>
.
Note:
Because the name of a DN target type can include the symbol @, the first @ that appears in the specification of this target type is always considered to be a part of its name, and not a separator between the name and the location. For example:
The string name1
@ name2.A
denotes a target of the Agent type with the name name1, and a location of name2.
The string name1
@ name2.DN
denotes target of the non-configured DN type with a name of name1@name2 and a location that is not specified
(the location is then taken from that set in the URS Application object’s
Options
tab).
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Chapter 3: Interaction Routing Designer Functions Value Types
DN Target Format
The format for specifying target DNs in functions is
<number>@<switch>.DN. This differs from the format used in the
Percentage routing rule, which uses the format <number>@<switch>.
Quote Usage, Variables, and Function Parameters
For many functions, you can specify parameters as a variable or a constant
(
STRING
or
INTEGER
). Variables must first be defined in the Variable list in order to use them in a function. The value entered is first checked against all defined variables in the strategy. If IRD finds a variable with the name specified for the value, then the value is considered a variable.
If no variable is found, the value is checked for the symbols
[
and
]
. If found, the value is considered to be a function call. If the entered value does not contain these symbols, the value is considered to be a constant, and when you click the Add button, the constant is automatically placed in single quotes (if it is not in single quotes already) in the Expression section of the function’s dialog box.
See “Variable Usage and Strategy Design” on
page 88
Warning!
You do not need to enter quotation marks manually in the
Expression section of the function’s dialog box. Quotation marks are automatically added when you click the Add button. Do not use quotes in variable names or string constants.
Specifying Variables in Dialog Boxes
When using a variable, select the variable from the drop-down list or type the variable name manually.
•
For parameters that accept strings or variables: when a variable is entered manually, IRD searches for the variable from the Variable list and selects the one with the same name. If the variable is not found, IRD interprets the variable as a string.
•
For parameters that accept integers or variable: variables cannot be entered manually only selected from the drop-down list.
Virtual Queues and DNIS Information
Every Virtual Queue event that URS distributes will contain the current DNIS for the interaction. This means that URS will not only check incoming T-
Server events (
EventRouteRequest
) but also outgoing events (
EventRouteUsed
) to keep the DNIS value up to date.
Reference Manual 365
Chapter 3: Interaction Routing Designer Functions Summary of All Functions
Summary of All Functions
Note:
Page 521
lists retired functions.
Table 99
lists all the functions available for use in strategies, a function description, the IRD category in which they fall, and the page number where the function information can be found. The table contains brief descriptions of the functions, for quick reference.
Warning!
To avoid problems, you are strongly advised to read the detailed description of the function later in this chapter.
Table 99: Interaction Routing Designer Functions
Name
ACDQ acfgdata
ActiveServerName
Alarm
ANI
AnswerCall
Attach
BearerCapability
BlockDN
Brief Description
The value of ThisQueue in the Call
Information attributes that came with the event that started the strategy.
See note on
Returns the name of the active T-
Server from the pair working in Hot
Standby or Warm Standby mode.
Sends an alarm message through the
URS management API.
Category
CallInfo
Miscellaneous
Miscellaneous
Page
Automatic Number Identification; sent as an attribute of the event that started the strategy.
CallInfo
Attempts to answer the current interaction.
Miscellaneous
Attaches User Data to the interaction.
CallInfo
Specific to some Network T-Servers.
Returns the type of device used to make the interaction.
CallInfo
Blocks and unblocks a specific DN for specified period of time.
Target
Manipulation
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Table 99: Interaction Routing Designer Functions (Continued)
Name
BusinessData
BusinessDataINT callage
CallID
CallsDistributed
CallsEntered
CallsWaiting
CallType
Cat
CCTExtractTargets
CED
Brief Description
Retrieves the User Data information collected from the incoming call, when the caller responds to either the
IVR or to an agent. BusinessData returns a string; BusinessDataINT returns an integer.
See note on
Category
CallInfo
The interaction identification provided by the switch, which uniquely identifies the interaction; sent as an attribute of the event that started the strategy.
CallInfo
Returns the total number of interactions distributed by URS from all routing points, from the current routing point, or from a given virtual queue.
Statistical
Statistical Returns the total number of interactions that URS has started processing from all routing points or from the current routing point, or the total number of interactions that have entered a virtual queue.
Returns the number of interactions currently waiting for a given target.
Statistical
Returns an integer denoting the type of the interaction (Unknown, Inbound,
Outbound, Internal, or Consult).
CallInfo
Concatenates two strings.
Creates a list of targets from a keyvalue list in a specific format and stores data for later use in translation.
String
Manipulation
Target
Manipulation
Returns the sequence of digits entered by the caller during appropriate treatments.
CallInfo
Page
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Chapter 3: Interaction Routing Designer Functions Summary of All Functions
Table 99: Interaction Routing Designer Functions (Continued)
Name
CheckAgentState
ClearTargets
ClearThresholds
ConnID
CountSkillInGroup
CreateSkillGroup
Date
DateInZone
Day
DayInZone
Delay
DeleteAttachedData
DeliverCall
Brief Description Category Page
Instructs URS on whether to take into account the Stat Server report on agent availability.
Miscellaneous
Miscellaneous
Removes the interaction from all virtual queues or from a specified virtual queue.
Invalidates all thresholds previously set by threshold objects.
The connection identifier assigned to the interaction by T-Server; sent as an attribute of the event that started the strategy.
Returns the number of agents in an
Agent Group that satisfy a given skill condition.
Statistical
CallInfo
Miscellaneous
Converts the provided Agent Group,
Skill Expression, and Stat Server into a target while keeping the connection between target source and target itself.
Miscellaneous
Date/Time
Returns the current date in the
MM/DD/YYYY format.
Returns the current date in the specified time zone.
Date/Time
Returns the current day of the week.
Date/Time
Returns the current day of the week in the specified time zone.
Date/Time
Pauses the execution of the strategy for an interval specified in milliseconds.
Miscellaneous
Deletes interaction User Data.
CallInfo
Attempts to deliver the interaction to a
DN on the basis of low-level target information or sends the interaction back from such a DN to the routing point from which it entered.
Target
Manipulation
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Table 99: Interaction Routing Designer Functions (Continued)
Name
DeliverToIVR
Dest
DistributedPercentage
DistributedWaitingTime
DNIS
ExcludeAgents
ExpandGroup
ExpandWFActivity
Brief Description Category
Attempts to deliver the interaction to a
DN on the basis of high-level target information, and keeps trying until it succeeds or a specified timeout elapses.
Target
Manipulation
The value of ThisDN in the Call
Information attributes that came with the event that started the strategy.
Generally, this is the value of the DN at which the interaction that started the strategy arrived.
CallInfo
Returns the percentage of distributed interactions among the last 100 interactions processed by URS from all routing points or from the current routing point, or the percentage of interactions distributed from a virtual queue among the last 100 interactions that left the virtual queue.
Statistical
Returns the average waiting time of the interactions distributed from all routing points, from the current routing point, from a virtual queue among the last 100 interactions processed from all routing points, or from the current one or diverted from the specified virtual queue.
Statistical
Page
Dialed Number Identification Service; sent as an attribute of the event that started the strategy.
CallInfo
Instructs URS not to route interactions to any agent on the specified list of agents
Configuration
Options
Returns the list of Agents or Place targets belonging to a specified Agent
Group or Place Group target in highlevel target format.
Miscellaneous
Returns list of agents scheduled for an activity.
Miscellaneous
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Chapter 3: Interaction Routing Designer Functions Summary of All Functions
Table 99: Interaction Routing Designer Functions (Continued)
Name
ExtensionAttach
ExtensionData
ExtensionUpdate
ExtrouterError
ExtrouterStatus
FindServiceObjective
FirstHomeLocation
Force
GetAvgStatData
GetConfigOption
Brief Description Category
Adds a specified key-value pair to the
Extensions list of the interaction.
CallInfo
Retrieves the value of a given key from the Extensions list of the interaction.
CallInfo
Adds a specified key-value pair to the
Extensions list of the interaction and removes any previously present pairs with the same key.
CallInfo
Page
Use for external routing to change the default URS reaction in the case of a failure to get a remote access number.
Miscellaneous
Returns 1 if extrouting is possible and
<0 if not. The parameter for this function is a remote location where the interaction is being routed.
Miscellaneous
Finds the service objective for a given combination of customer segment, service type, and media type.
Returns the value in the
FirstTransferHomeLocation field in the T-Server event that started the strategy.
Data
Manipulation
CallInfo
Instructs URS to force-route the interaction to a target encountered in the first target object. The target is interpreted as specifying a DN and the switch of that DN. The interaction is definitively routed without checking target availability.
Force
Calculates the specified statistic for all listed targets and returns the average value of this statistic.
Statistical
Retrieves the current value of a specified URS configuration option.
Configuration
Options
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Chapter 3: Interaction Routing Designer Functions Summary of All Functions
Table 99: Interaction Routing Designer Functions (Continued)
Name
GetCurrentSwitch
GetCurrentTServer
GetCustomerSegment
GetIntegerKey
GetLastErrorInfo
GetMaxStatData
GetMaxSubList
GetMediaType
GetMediaTypeName
GetMinStatData
GetMinSubList
GetPriority
Brief Description
Retrieves the name of the switch where the interaction is currently located.
Retrieves the name of the T-Server application controlling the switch where the interaction is currently located.
Gets the attached data that has the
CustomerSegment key used for routing decisions and report generation.
Category
CallInfo
CallInfo
CallInfo
Page
Retrieves the integer value associated to the first occurrence of a specified key in a key-value list.
Returns the error code returned by some T-Server as a concatenation of the error number and the error message.
List
Manipulation
Miscellaneous
Calculates the specified statistic for all listed targets and returns the maximum value of this statistic.
Statistical
Parses out key-value pair(s) for pairs with the maximum value.
Returns an integer assigned to the interaction by T-Server.
List
Manipulation
CallInfo
Returns the name of the specified media type.
Configuration
Options
Calculates specified statistic for all listed targets and returns the minimum value of this statistic.
Statistical
Parses out key-value pair(s) for pairs with the minimum value.
Returns the current global priority of the interaction.
List
Manipulation
Miscellaneous
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Chapter 3: Interaction Routing Designer Functions Summary of All Functions
Table 99: Interaction Routing Designer Functions (Continued)
Name
GetRemoteAccessCode
GetRoutingPoint
GetServiceObjective
GetServiceType
GetSkillInGroup
GetStringKey
GetUTC
IncrementPriority
InformationDigits
InteractionData
InteractionDataINT
InVQWaitTime
Brief Description Category
Requests an access code from a remote T-Server for a target specified in low-level format, and records the received access code in the target.
Target
Manipulation
Retrieves the routing point from which URS started routing the current interaction.
CallInfo
CallInfo Gets the time objective to service an interaction.
Gets the type of service being requested by the caller.
CallInfo
Page
Returns a list of all agents in an Agent
Group that satisfy a given skill condition. The list is returned in highlevel target format.
Miscellaneous
Retrieves the string value associated to the first occurrence of a specified key in a key-value list.
Returns universal coordinated time in seconds.
List
Manipulation
Date/Time
Extended version of Increment function, which has been retired.
Increments priority for specified value in specified timeout.
Target
Manipulation
CallInfo Specific to some Network T-Servers.
Returns a two-digit combination encoding specific information about the origin of the interaction.
Retrieves the User Data collected from the incoming call.
InteractionData returns a string;
InteractionDataINT returns an integer.
CallInfo
Provides expected wait time for a call in a virtual queue.
Statistical
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Table 99: Interaction Routing Designer Functions (Continued)
Name
IsSpecialDay
IsSpecialDayEx
JumpToStrategy
KeepQueue
LATA lcfgdata
ListGetDataCfg
ListGetInteger
ListGetKey
ListGetSize
ListGetString
Brief Description
Checks whether the current date matches any of the Statistical Days in a configured Statistical Table, or whether the current date matches a specified Statistical Day.
Category
Date/Time
Page
Same as above, but provides time zone and the option to use or not use time limits with a Statistical day.
Date/Time
Starts a strategy saved as a script in
Configuration Layer; the name of the script is passed as a parameter.
Miscellaneous
Prevents URS from distributing any call with priority less than current one if called with the value of type
Constant set to True.
Target
Manipulation
Specific to some Network T-Servers.
Returns the LATA (Local Access
Transport Area) of the interaction’s origination point.
CallInfo
See note on
Returns the specified property of the
IRD List object (see
Parses out the integer value for the specified key from a key-value list based on the position, rather than the key.
Parses out the key from a key-value list based on the position rather than the key.
Returns the number of key-value pairs.
Parses out the string value for the specified key from a key-value list based on the position, rather than the key.
Data
Manipulation
List
Manipulation
List
Manipulation
List
Manipulation
List
Manipulation
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Chapter 3: Interaction Routing Designer Functions Summary of All Functions
Table 99: Interaction Routing Designer Functions (Continued)
Name
ListLookup
ListLookupCfg
MultiSkill
NMTExtractTargets
Brief Description Category Page
Checks whether a given string appears in the result of a database inquiry specified in an Access Table in the
Configuration Layer.
Data
Manipulation
Behaves like ListLookup except that the first parameter is not an Access
Table, but an IRD list object (see
).
List
Manipulation
Miscellaneous
Forms name of Agent Group in the following format:
?:<skillExpression>@<name_of_Stat
Sersver>.GA
Retrieves information about interactions sent from the Genesys environment to non-monitored DNs.
Target
Manipulation
NotDistributedPercentage Returns the percentage of nondistributed interactions among the last 100 interactions processed by
URS from all routing points or the current routing point, or the percentage of interactions diverted but not distributed from a virtual queue.
Statistical
NotDistributedWaitingTime Returns the average waiting time of the last 100 nondistributed interactions from all routing points, from the current routing point, or from a virtual queue.
Statistical
NPA
NPANXX
OnCallAbandoned
Returns the first three digits of the caller’s ANI (in the United States, this is the caller’s area code).
CallInfo
Returns the first six digits of the caller’s ANI (in the United States, this is the caller’s area code followed by a prefix).
CallInfo
Specifies emergency strategy for reporting purposes when a call is abandoned.
Miscellaneous
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Table 99: Interaction Routing Designer Functions (Continued)
Name
OnRouteError
Orig
PACCode
PACType
Peg
PegValue
PositionInQueue
Priority
PriorityTuning
Rand
ReleaseCall
Brief Description
Specifies URS reaction to every type of error.
The value of
OtherDN
in the Call
Information attributes that came with the event that started the strategy.
Generally, this is the value of the DN from which the interaction arrived.
Category Page
Miscellaneous
CallInfo
Same as CED.
CallInfo
Specific to some Network T-Servers.
Returns the value of the key
PAC_TYPE in the interaction’s
Extensions list. Consult your T-Server manual about the meaning of this value if the feature is supported.
CallInfo
Creates a peg or increases the value associated with the peg for subsequent interactions. The peg is attached to the interaction with its associated value at the time the interaction is definitively routed.
Reporting
Same as SData.
Reporting
Returns the position of the current interaction among the interactions waiting for a specified target.
Statistical
Prints a string value into the log file.
Miscellaneous
Sets the global priority of the interaction.
Target
Manipulation
Target
Manipulation
Adjust interaction priority by taking into account age, expected wait time, and service objective.
Returns a random integer between 1 and max.
Releases the current interaction.
Miscellaneous
Miscellaneous
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Table 99: Interaction Routing Designer Functions (Continued)
Name
RequestType
ResetBusyTreatments
ResetStatAdjustment
RouteCall
Routed
Router
SData sdata
SelectDN
SelectTargets
SelectTargetsByThreshold
Brief Description Category
Cancels any adjustment that may have been set for a statistic for a given target by the function
SetStatAdjustment.
Statistical
Page
Specific to some Network T-Servers.
Returns the value of the key
REQUEST_TYPE in the interaction’s
Extensions list. Consult your T-Server manual about the meaning of this value if the feature is supported.
CallInfo
Clears the buffer of busy treatments.
Miscellaneous
Attempts to route the interaction to a low-level target.
Marks an interaction as routed.
Target
Manipulation
Target
Manipulation
Returns the name of the URS
Application
Configuration
Options
Returns the current value of a predefined or user-defined statistic for a given target.
Statistical
See note on
Places the interaction on an internal router queue and attempts to select an available target from one or more specified lists and, if it succeeds in the selection, returns low-level information on the selected target.
Target
Manipulation
Returns the list of Agent Groups or
Place Groups that have not met the quotas listed in a given Quota Table from a list of Agent Groups and Place
Groups specified as high-level targets.
Miscellaneous
Finds the best available target(s) from a list of targets by applying a statistic with a threshold comparison against the input target list.
Miscellaneous
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Table 99: Interaction Routing Designer Functions (Continued)
Name
SendEvent
SendRequest
ServerStatus
SetCallOption
SetDNIS
SetDNISOverride
SetHomeLocation
SetIntegerKey
SetInteractionAge
SetLastError
SetStatAdjustment
SetStatUpdate
Brief Description
Provides explicit control to distribute specified events.
Allows you to send T-Server any possible request message.
Reports on whether URS is currently connected to a specified server application.
Category Page
Miscellaneous
Miscellaneous
Miscellaneous
Universal function to have certain options controlled by the strategy instead of URS.
Explicitly specifies the DNIS with which the interaction will be routed.
Specifies a way for overwriting the interaction’s DNIS before routing it.
Allows you to specify the home location for a call.
Adds a key-value pair with a prescribed integer value to a specified key-value list, and removes any previously present key-value pairs with the same key.
Configuration
Options
Configuration
Options
Configuration
Options
CallInfo
List
Manipulation
Overwrites the default age of interaction.
Use to flag subroutine errors.
Miscellaneous
Miscellaneous
Enforces an adjustment of the values of a specified statistic for a particular target. The statistic is adjusted only when it is used for selecting an available target.
Periodically updates the value of a statistic without leaving the target selection object.
Statistical
Statistical
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Table 99: Interaction Routing Designer Functions (Continued)
Name
SetStringKey
SetTargetThreshold
SetThresholdEx
SetTranslationOverride
SetVQPriority
StateCode
StrAsciiBreak
StrAsciiTok
Brief Description
Adds a key-value pair with a prescribed string value to a specified key-value list, and removes any previously present key-value pairs with the same key.
Category
List
Manipulation
Defines a statistical threshold for imposing additional readiness conditions for targets. Share Agent by
Service Level Agreement routing solutions use this function.
Target
Manipulation
Defines queue or routing point statistical thresholds for determining the availability of such DNs as targets.
Statistical
Specifies an explicit translation table to be used in translating the current interaction instead of a configured access code table.
Configuration
Options
Sets the priority of the current interaction for the specified virtual queue. Changes the priority of the interaction for all internal router queues composing the virtual queue.
Specific to Network T-Servers.
Returns the value of the key
REQUEST_TYPE
in the interaction’s
Extensions list.
Returns the position of the first occurrence of one of a set of characters after a specified place in a string.
Target
Manipulation
CallInfo
String
Manipulation
Parses out the part of a string between two consecutive occurrences of characters from a set of separators.
Can be used repeatedly to parse out the elements of a list with any prescribed set of separators.
String
Manipulation
Page
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Table 99: Interaction Routing Designer Functions (Continued)
Name
StrChar
StrGetChar
StrLen
StrReplace
StrStr
StrSub
StrTargets
Brief Description
Locates an occurrence of a given substring in a given string and returns the index of its first character.
Category
String
Manipulation
Retrieves a character by its position in a string.
String
Manipulation
Returns the length of a string.
Replaces characters.
String
Manipulation
String
Manipulation
Locates an occurrence of a given substring in a given string and returns the tail segment of the original string starting with that substring.
Returns a substring identified by its starting and ending positions.
facilitates the creation of a commaseparated list of targets for use as input parameters for the Genesysprovided utility subroutines.
String
Manipulation
String
Manipulation
String
Manipulation
Page
StrToLower
StrToUpper
Returns a copy of string with all characters converted to lowercase.
Returns a copy of string with all characters converted to uppercase.
String
Manipulation
String
Manipulation
SuspendForDN Attempts to select a DN from any of the internal router queues on which the interaction has been placed and keeps trying until either a DN is selected or a specified timeout elapses.
Target
Manipulation
SuspendForEvent
SuspendForTreatmentEnd
Synchronizes a strategy’s execution with an external event.
Miscellaneous
Pauses the strategy until the end of the currently playing treatment.
Target
Manipulation
TargetComponentSelected Allows reports to be generated on why a particular target object was chosen over other target objects.
Miscellaneous
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Name
TargetObjectSelected
TargetSelected
TargetSelectionTuning
Time
TimeDifference
TimeInZone
Timeout
TimeStamp
Translate
TRoute
UData
Brief Description
Returns the target to which the interaction was definitively routed in high-level format.
Category Page
Miscellaneous
Returns the DN and switch to which the interaction was definitively routed.
Miscellaneous
Causes URS to extend statistic selection using the cost of routing to the specified target as the main criteria.
Target
Manipulation
Returns the current 24-hour clock time in the hh:mm format.
Date/Time
Produces the difference between two moments specified in milliseconds, assuming that the moments are at most
24 hours apart.
Date/Time
Returns the number of minutes elapsed since the last midnight (00:00
AM) in the specified time zone.
Date/Time
Sets a timeout interval after which the interaction will be routed to the default destination if it has not been definitively routed already.
Miscellaneous
Returns the current time in milliseconds, measured from midnight the same day.
Date/Time
Performs number translation on a lowlevel target and returns the translated target.
Target
Manipulation
Explicitly instructs URS to force-route the interaction to a specified target.
Force
Retrieves the User Data information collected from the incoming interaction when the caller responds to either the IVR or to an agent.
CallInfo
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Table 99: Interaction Routing Designer Functions (Continued)
Name
UDataINT
Update
UpdateBusinessData
UpdateInteractionData
UpdateScript
UseAgentState
UseAgentStatistics
UseCapacity
UseCustomAgentType
UseCustomDNType
UseCustomPlaceType
UseDNType
Brief Description Category
Retrieves the User Data information collected from the incoming interaction when the caller responds to either the IVR or to an agent.
UDataINT differs from UData because it returns an integer rather a string value.
CallInfo
Page
Updates call User Data.
This function updates interaction
Business Data.
CallInfo
CallInfo
This function updates interaction User
Data.
CallInfo
Attaches information to the User Data structure and clears all existing pairs with the same key as that of the newly attached pair.
Miscellaneous
Specifies the agent state URS will use instead of the default one reported by
Stat Server.
Miscellaneous
Causes URS to apply statistics for target selection at the level of Agents or Places even if targets are groups of corresponding objects.
Miscellaneous
Instructs URS on the condition for using configured Capacity Tables for computing statistical values.
Controls whether calls can be routed to a specific Agent.
Controls whether calls can be routed to a specific DN.
Controls whether calls can be routed to a specific Place.
Specifies the type of DN to which calls or other interactions should be sent.
Statistical
Configuration
Options
Configuration
Options
Configuration
Options
Configuration
Options
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Table 99: Interaction Routing Designer Functions (Continued)
Name
UseMediaType
UTCAdd
UTCFromString
UTCToString
VQSelected
Brief Description
Specifies the media types associated with a target.
Increments the provided universal coordinted time with the specified number of years, months, and so on.
Category
Configuration
Options
Date/Time
Page
Takes a string in universal coordinated time format and returns the number of seconds.
Date/Time
Takes universal coordinated time number of seconds and converts it to a string.
Date/Time
Returns the alias of the virtual queue to which the interaction was definitively routed.
Miscellaneous
Specialized Functions
The functions BearerCapability (
page 386
page 393
),
page 394
page 395
page 395
), and
page 396
) are designed to retrieve special interaction information,
which is only present in the interaction data for a small number of Network T-
Servers. Consult T-Server documentation on whether these functions can be used meaningfully.
page 403
) enables the strategy to control options
instead of URS.
CallInfo Functions
The IRD
Function Properties dialog box with
CallInfo
selected is shown in
Figure 188
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Reference Manual
Figure 188: Function Properties Dialog Box, CallInfo Functions
Each of the functions of this class produces a specific piece of information associated with the current interaction. Accordingly, the function parameters, when they exist, specify the piece of information desired and possibly its new value. In contrast, some
Call Info f unctions have no parameters at all and are shortcuts for more generic ones.
383
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ACDQ
CallInfo Functions
Parameters: none
Return value type:
STRING
This function returns
ThisQueue
in the T-Server Event structure;
ThisQueue
is the directory number of the most significant ACD group with respect to the event in question. The function ACDQ is generally used in special circumstances where customers need to consider a
ThisQueue
message from
T-Server.
ANI
Parameters: none
Return value type:
STRING
Automatic Number Identification; sent as an attribu te of the event that started the strategy.
Attach
Warning!
Because e-mail routing strategies used in Multi-Channel Routing interaction workflows can recycle e-mails through several routing strategies, do not use the Attach function in e-mail routing strategies. Use the Update function instead (see
page 398
Parameters:
Key:
STRING
(Interaction Data, constant or variable)
Value: STRING
(constant or variable)
Return value type:
VOID
Use to attach data, such as information entered by the caller, to an interaction.
The Attach function takes the retrieved information and instructs URS to provide this information to T-Server, ultimately making it available to the target agent.
This feature attaches a new key-value pair to the existing interaction User Data structure (or creates the structure if it does not exist). Old interaction User Data
(if any) with the same key are not removed.
Key and
Value are both terms that describe how information is stored in the T-Server interaction User Data structure.
Key designates the category or categories by which information is organized.
Keys can be specified in two ways:
1. Enter the key manually.
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2.
Opposite
Key
, click in the
Value
field. In the resulting
Key dialog box,
Select a Type (
Interaction Data
or
Variable
), and then select or enter a value for the key. The values available for
Interaction Data Type are the
Interaction Data included in the Interaction Data list. The values available for the Variable type are the variables included in the variable list.
Values can be specified in the following ways:
1. Enter the value manually if the key was entered manually.
2.
Select a variable from the list of variables if the key was selected as variable.
3.
Select a value from the list of selected Interaction Data values or variables if the key was selected as Interaction data.
Important Information
•
Every Attach function results one attachment request to T-Server.
•
More then one key-value pair can be attached with one Attach function. If key is empty, then URS will get both keys and values from the value parameter. The value parameter is considered in such cases as a complex string in the
STRING
(list) format: key1:value1| key2:value2|…
•
page 131
) object can be used to combine more then one Attach (Update) function into one attachment request to T-Server.
Genesys recommends to use the Multi Attach object if you need to use multiple Attach or Update functions (from a performance and strategy size point of view).
•
Functions Attach and Update are set functions; they modify interaction
User Data. Functions UData and UdataINT are complimentary get functions, they read interaction User Data.
•
Simple key values are attached to the interaction in string format. If, however, the key has the form
Key1.Key2.....KeyN-1.KeyN
, then a sequence of nested sublists is created. The interaction User Data will contain a sublist with key
Key1
, which itself will contain a sublist with
Key2
, and so on. The innermost one will contain a key-value pair with
KeyN and a specified string value.
Warning!
In 7.5 and 7.6, If you use the Update or Attach function and specify multiple key-value pairs, URS removes all commas, spaces, and new line characters that you place at the end of the values you enter. As a result, any value consisting entirely of these characters is reduced to an empty string.
Size Limitation For Key-Value Strings
In key-value strings (example:
'key1:value1|key2:value2|....'
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•
The distance between two adjacent pipes ('|'), or from the beginning of the string to first pipe, or from the last pipe to end of string, should not be more than 4,000 bytes.
•
The size of one key-value pair must be less then 4,000 bytes.
•
The distance from pipe to colon (':') should not be more than 1,000 bytes.
•
The size of one key should not be more then 1,000 bytes.
BearerCapability
Parameters: none
Return value type:
STRING
This function retrieves from the Extensions list of the current interaction the value corresponding to the key
BEARER_CAP
. Calling this function is equivalent to calling
ExtensionData['BEARER_CAP']
.
For a limited number of Network T-Servers, an interaction Extensions list will already contain a key-value pair with the key
BEARER_CAP
at the moment the interaction arrives. The corresponding value will be a number designating the type of device from which the interaction originated (telephone, modem, fax, and so on). Consult the Network T-Server Reference Manual for your specific
Network T-Server to determine whether this feature is supported and on the meaning of the different values.
BusinessData
Parameters:
Key: STRING
(Business Data, constant or variable)
Return value type:
STRING
This function retrieves the value of the specified from the User Data information collected from the incoming interaction when the customer responds to the IVR or an agent responds. The User Data information is stored throughout the lifetime of the interaction in the form of key-value pairs. You must make sure that an appropriate pair is attached earlier either by the caller
(in the case of a voice routing strategy) or by an agent or via the strategy itself.
page 97
for a use case.
The difference between the functions BusinessData and InteractionData is the
source of data:
•
For BusinessData, IRD provides a list of
Business Attributes
(see
page 96
).
•
For InteractionData, IRD provides list of Interaction Data defined in IRD
page 70
), which are transaction objects of type
InteractionData in Configuration Manager. This function requires a 7.0.1 or later Framework environment.
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Note:
Configuration Layer supports a
Business Attribute
that represent a
Global
Interaction Type
(values are
Outbound
,
Inbound
, and
Internal
).
You can use this attribute to track the original purpose of an interaction that has moved across T-Servers (Media Servers). You can use the standard user data access functions (UData[key], InteractionData[key],
BusinessData[key]) with any
Business Attribute including this one.
BusinessDataINT
Parameters:
Key: STRING
(Business Data, constant or variable)
Return value type:
INTEGER
This function retrieves the value of the specified key from User Data information collected from the incoming interaction when the customer responds to an IVR or an agent responds. The User Data information is stored throughout the lifetime of the interaction in the form of key-value pairs. You must make sure that an appropriate pair is attached earlier either by the caller
(in the case of a voice routing strategy) or by an agent or via the strategy itself.
The difference between the functions BusinessDataINT and
InteractionDataINT is the source of data:
•
For BusinessDataINT, IRD provides a list of
Business Attributes
(see
page 97
).
For InteractionDataINT, IRD provides list of Interaction Data defined in IRD
page 70
), which are transaction objects of type
InteractionData in Configuration Manager. This function requires a
Framework 7.0.1 or later environment.
CallID
Parameters: none
Return value type:
INTEGER
The
CallID
is the identification number given to each interaction by the switch.
This function can enable Custom Server to create routing scenarios or track interactions based on either of these IDs.
CallType
Parameters: none
Return value type:
INTEGER
This function returns a number corresponding to the type of the current interaction. The returned value can be one of the following:
•
0—CallTypeUnknown
•
1—CallTypeInternal
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•
2—CallTypeInbound
•
3—CallTypeOutbound
•
4—CallTypeConsult
CED
Parameters: none
Return value type:
STRING
This function returns the digits collected from the caller and attached to the interaction.
In 7.6, the way URS updates a call’s attribute CED (Collected Digits) is changed. URS now updates CED as follows:
•
Upon receiving any event from the following list (if event has not empty
AttributeCollectedDigits
):
EventQueued
,
EventRouteRequest
,
EventRinging
,
EventEstablished
,
EventPartyChanged
•
Upon receiving E ventDigitsCollected
•
Upon receiving
EventTreatmentEnd for currently played treatment.
ConnID
Parameters: none
Return value type:
STRING
The
ConnID
(or Connection ID) is a number T-Server assigns to identify and track each interaction. This function can enable Custom Server to create routing scenarios or track interactions based on this ID.
DeleteAttachedData
Parameter:
Key: STRING
(constant or variable)
Return value type:
VOID
URS can access interaction User Data in T-Server Event messages
(
EventRouteRequest
in most cases). Use DeleteAttachedData[ key
] to delete interaction User Data (attached data). If an asterisk (“*”) is used as a key value, then the entire attached data is deleted. For more information on using,
see “Working with User Data” on
page 265
.
Dest
Parameters: none
Return value type:
STRING
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This function returns the value in the
ThisDN
field in the T-Server Event structure.
DNIS
Parameters: none
Return value type:
STRING
Dialed Number Identification Service; sent as an attribute of the event that started the strategy.
ExtensionAttach
Parameters:
Key: STRING
(constant or variable)
Value:
STRING
(constant or variable)
Return value type:
VOID
This function adds a key-value pair specified by an argument in the Extensions list of the current interaction. It is the only way this function differs from function Attach. Extensions (as opposed to User Data) are short-lived interaction data. They exist only while interaction is routed and are not transferred to the agent.
Functions ExtensionAttach and ExtensionUpdate are set functions: they modify interaction extensions. Function ExtensionData is complimentary get function; it reads interaction User Data.
Simple key values are attached to the interaction in string format. If, however, a key has the form
Key1.Key2...KeyN-1.KeyN
, then a sequence of nested sublists is created. An interaction extension will contain sublists:
Key1
will contain a sublist with
Key2
, and so on. The innermost sublist will contain a keyvalue pair with
KeyN
and specified string value.
ExtensionData
Parameter:
Key:
STRING
(constant or variable)
Return value type:
STRING
(constant or variable)
This function returns the first value associated with a specified key from the
Extensions list of the current interaction.
Function ExtensionData is get function: it reads interaction Extensions.
Function ExtensionAttach and ExtensionUpdate are complimentary set functions: they modify interaction Extensions.
If Key has a form
Key1.Key2...KeyN-1.KeyN,
then Extensions will be searched for in the sublist with
Key1
.
Key1 itself will be searched for a sublist with key
Key2
and so on. The inner most sublist will be searched for the element with
KeyN
, which will be returned.
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ExtensionUpdate
Parameters:
Key:
STRING
(constant or variable)
Value: STRING
(constant or variable
The ExtensionUpdate function behaves exactly like ExtensionAttach (see
page 389
). The only difference is that ExtensionUpdate removes old interaction Extensions with the specified Key before attaching new ones.
FirstHomeLocation
Parameters: none
Return value type:
STRING
This function returns the value in the
FirstTransferHomeLocation field in the
T-Server event that started the strategy. Usually such event is
EventRouteRequest
.
GetCurrentSwitch
Parameters: none
Return value type:
STRING
This function returns the configured name of the switch where the interaction is located at the time when the function is called. This switch is determined on the basis of the last relevant event received from T-Server.
GetCurrentTServer
Note:
Use the ActiveServerName function (see
page 425
of the active T-Server from the pair working in Hot Standby or Warm
Standby mode.
Parameters: none
Return value type:
STRING
This function returns the name of the T-Server Application for the current interaction. For both primary and backup T-Servers, the T-Server name entered in the
Connections tab of the URS Application is returned as the current T-
Server.
Note:
This function is not designed to differentiate between primary and backup T-Servers. For both, the name of the T-Server that URS considers configured as primary is returned. URS considers a T-Server as primary if it is in URS’s Connections list.
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GetCustomerSegment
Parameters: none
Return value type:
STRING
Gets the requested Customer Segment contained in the interaction. In this release, CustomerSegment is implemented as User Data so this function is a shortcut for UData[CustomerSegment].
For additional information on Customer Segment, see the MultiAttach object
page 131
. For information on UData, see
page 397
GetMediaType
Note:
Because it is limited to the predefined media types associated with
page 391
), the GetMediaType function has limited applicability in IRD 7.0.1or later. Genesys recommends using
page 402
) instead, which supports both
predefined and custom media type names. Medias that do not have any predefined integers cannot be handled with the GetMediaType function.
Parameters: none
Return value type:
INTEGER
This function returns the interaction media type assigned by T-Server. It is a read-only property of the interaction and cannot be modified in a strategy.
In IRD, this function can be used in IF statements and Generic Segmentation objects to compare it to the constants shown in the first column of
Table 100
Table 100: Media Types Integers
Constant and Integer
TMediaVoice-voice (PSTN) call; returned integer=0
TMediaVoIP-voice over IP; returned integer=1
TMediaEMail-Electronic mail; returned integer=2
TMediaVMail-voice mail; returned integer=3
TMediaSMail-scanned mail; returned integer=4
TMediaChat-chat session; returned integer=5
TMediaVideo-video; returned integer=6 yes yes yes yes yes yes yes
Supported in
IRD 7.0
yes yes yes yes
Supported in
IRD 7.0.1 and later
yes yes yes
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Table 100: Media Types Integers (Continued)
Constant and Integer
TMediaCobrowsing-cobrowsing; returned integer=7 yes
TMediaWhiteboard-whiteboard; returned integer=8 yes
TMediaAppSharing-application sharing; returned integer=9 yes
TMediaWebForm-webform; returned integer=10 yes
TMediaWorkItem-work item (generic); returned integer=11 yes
Supported in
IRD 7.0
yes yes yes yes
Supported in
IRD 7.0.1 and later
yes
GetRoutingPoint
Parameters: none
Return value type:
STRING
This function returns the configured name of the DN from which the current interaction is being routed.
GetServiceObjective
Parameters: none
Return value type:
STRING
Gets the Service Objective (see Figure 77 on
page 136
) contained in the interaction. Because Service Objective is currently implemented as User Data, this function is a shortcut for function UDataINT(ServiceObjective) described
page 463
•
page 131
for more information on Service Objective.
•
See the PriorityTuning function on
page 509
for information on how
Service Objectives can be used to prioritize interactions.
GetServiceType
Parameters: none
Return value type:
STRING
Gets the requested Service Type contained in the interaction. Because Service
Type is currently implemented as User Data, this is a shortcut for function
UData(ServiceType).
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InformationDigits
Parameters: none
Return value type:
STRING
This function retrieves from the current interaction’s Extensions list the value corresponding to the key
INFO_DIGITS
. Calling this function is equivalent to calling
ExtensionData['INFO_DIGITS']
.
For a limited number of Network T-Servers, an interaction’s Extensions list will already contain a key-value pair with the key
INFO_DIGITS
at the moment the interaction arrives. The corresponding value will be a two-digit code for certain information on the origination point of the interaction. For instance, it might report that the interaction comes from a pay phone or that it comes from a telephone requiring special operator handling. This information can prove useful for routing decisions or for certain types of call blocking.
Consult the appropriate T-Server guide on whether this feature is supported and on the meaning of the different values.
InteractionData
Note:
The difference between the functions InteractionData and
BusinessData is the source of data. For BusinessData, IRD provides a list of
Business Attributes
page 97
InteractionData, IRD provides list of Interaction Data defined in IRD
page 70
), which are transaction objects of type
InteractionData in Configuration Manager.
Parameters: none
Return value type:
STRING
This function retrieves the User Data information collected from an incoming interaction when the customer responds to either an IVR prompt (in the case of a voice routing strategy) or to an agent. The User Data retrieved is stored throughout the lifetime of the interaction in the form of key-value pairs.
Note:
You must make sure that an appropriate pair is attached earlier either by the caller or the agent or in the strategy itself.
See Note below.
InteractionDataINT
Parameters: none
Return value type:
INTEGER
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These functions retrieve the User Data information collected from an incoming interaction when the customer responds to either an IVR prompt (in the case of a voice routing strategy) or to an agent. The User Data retrieved is stored throughout the lifetime of the interaction in the form of key-value pairs. Use
InteractionDataINT with the Windows operating system.
You must make sure that an appropriate pair is attached earlier either by the caller or the agent or in the strategy itself.
Note:
Configuration Layer supports a
Business Attribute
that represent a
Global
Interaction Type
(values are
Outbound
,
Inbound
, and
Internal
).
You can use this attribute to track the original purpose of an interaction that has moved across T-Servers (Media Servers). You can use the standard user data access functions (UData[key], InteractionData[key],
BusinessData[key]) with any
Business Attribute including this one.
LATA
Parameters: none
Return value type:
STRING
This function retrieves from the Extensions list of the current interaction the value corresponding to the key
LATA
. Calling this function is equivalent to calling
ExtensionData['LATA']
.
For a limited number of Network T-Servers, an interaction’s Extensions list will already contain a key-value pair with the key
LATA
at the moment the interaction arrives. The corresponding value will designate the LATA from which the interaction originated. Consult the appropriate T-Server guide on whether this feature is supported.
Note:
A LATA (Local Access Transport Area) is a geographical area where the local telephone company is allowed to carry local calls and also long distance toll calls. The geographical areas were defined after the breakup of the AT&T monopoly in 1984.
NPA
Parameters: none
Return value type:
STRING
This function checks whether the ANI is long enough to contain an area code and, if so, it returns the first three digits of the ANI of the current interaction. It provides a convenient way to retrieve the area code of a caller in the United
States and to make routing decisions based on it.
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NPANXX
Parameters: none
Return value type:
STRING
This function checks whether the ANI is long enough to contain an area code and, if so, it returns the first six digits of the ANI of the current interaction. It provides a convenient way to retrieve the area code and the prefix of a caller in the United States.
Orig
Parameters: none
Return value type:
STRING
This function returns the OtherDN field in the T-Server Event structure.
PACCode
Parameters: none
Return value type:
INTEGER
This function is equivalent to the CED function described on
page 388
.
PACType
Parameters: none
Return value type:
INTEGER
This function retrieves from the Extensions list of the current interaction the value corresponding to the key
PAC_TYPE
. Calling this function is equivalent to calling
ExtensionData['PAC_TYPE']
.
For a limited number of Network T-Servers, an interaction’s Extensions list will already contain a key-value pair with the key
PAC_TYPE
at the moment the interaction arrives. Consult the appropriate T-Server guide on whether this feature is supported and on the meaning of the corresponding value.
RequestType
Parameters: none
Return value type:
INTEGER
This function retrieves from the Extensions list of the current interaction the value corresponding to the key
REQUEST_TYPE
. Calling this function is equivalent to calling
ExtensionData['REQUEST_TYPE']
.
For a limited number of Network T-Servers, an interaction’s Extensions list will already contain a key-value pair with the key
REQUEST_TYPE
at the moment
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SetHomeLocation
Parameters:
HomeLocation
(format: tserver@switch
)
Example:
SetHomeLocation['Env_TServer1@Env_Switch']
Return value type:
VOID
The function allows you to specify the home location for a call, which is the switch
SetHomeLocation and T-Server from which the call originated. In cases where URS needs this information, it can be supplied using this function.
For every call, at the very beginning URS will execute code equivalent to
SetHomeLocation[FirstHomeLocation[]]
. This means that
FirstTransferHomeLocation will be used by default as the call home location
(see function FirstHomeLocation on
page 390
You can use this function to implement the prioritization mechanism described below to select T-Server for Virtual Queues events distribution.
Distributing Virtual Queue Events
URS uses a prioritization mechanism to select T-Servers for distributing virtual queue events. Starting with 7.6, URS takes into account the very first T-Server that the call was transferred from (if any). To preserve backward compatibility, when selecting T-Servers for distributing the next virtual queue event, the current order that URS uses is as follows:
1. The T-Server already used to send events for this virtual queue for the current call. Applicable only if the current virtual queue event is not the first one distributed for the current call.
2.
The T-Server where strategy execution was started.
3.
The T-Server with the name taken from
AttributeFirstTransferHomeLocation of the
EventRouteRequest
(or other requests that start strategy execution).
4.
All other T-Servers that URS is connected to in arbitrary order.
Based on the above priority, URS uses the first T-Server found that it is connected to and that monitors the virtual queue. If no such T-Server is found, then no virtual queue event is distributed.
StateCode
Parameters: none
Return value type:
STRING
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This function retrieves from the Extensions list of the current interaction the value corresponding to the key
US_STATE
. Calling this function is equivalent to calling
ExtensionData['US_STATE']
.
For a limited number of Network T-Servers, an interaction’s Extensions list will already contain a key-value pair with the key
US_STATE
at the moment the interaction arrives. Consult the appropriate T-Server guide on whether this feature is supported and on the meaning of the corresponding value.
UData
Parameter:
Key:
STRING
(Interaction Data, constant, or variable)
Return value type:
STRING
This function retrieves the User Data information associated with the interaction, such as when the caller responds to an IVR. This User Data information is temporarily stored on Genesys T-Server throughout the lifetime of the interaction.
•
Use this function when User Data information should be considered as a string.
•
Use UDataINT when the User Data information should be considered as an integer.
When selecting a Key, the value can be specified in two ways:
1. Enter the Key for the Interaction Data manually.
2.
In the
Function Properties dialog box, select
All Functions
(and then the function name), or select
Interaction Data
or
Variables
, and then select or enter a value. The values available for the Interaction Data type are defined
Interaction Data. The values available for the Variable type are the variables included in the Variable list.
Important Information
•
Functions UData and UDataINT are get functions: they read interaction
User Data. Functions Attach and Update are complimentary set functions: they modify interaction User Data.
•
UData always returns a string. If the userdata
Key points to a sublist, then it will be converted into string with list format:
Key1:value1|Key2:Value2] and so on.
•
If Key is empty the whole User Data will be returned as a string with a list format.
•
If Key has the format
Key1.Key2.....KeyN-1.KeyN,
then user data will be searched for in a sublist within Key1. Key1 will be searched for sublist with key Key2 and so on. The innermost will be searched for element with key KeyN, which will be returned.
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•
page 391
UData[CustomerSegment].
GetServiceType is shortcut for function UData[ServiceType].
GetServiceObjective is shortcut for UDataINT[ServiceObjective].
While the above functions can all be replaced with UData functions, this is not recommended. Instead, Genesys recommends using the above listed functions as shorter versions of getting specific User Data.
•
Configuration Layer supports a
Business Attribute
that represent a Global
Interaction Type
(values are
Outbound
,
Inbound
, and
Internal
). You can use this attribute to track the original purpose of an interaction that has moved across T-Servers (Media Servers). You can use the standard user data access functions (UData[key], InteractionData[key],
BusinessData[key]) with any
Business Attribute including this one.
UDataINT
Parameter:
Key: STRING
(Interaction Data, constant or variable)
Return value type:
INTEGER
This function is identical to UData function with only one exception. The
UDataINT function attempts to convert the returned value to an integer.
Use UDataINT when numerical comparison is required. For example, assume that User Data for one interaction has a value of 500 and the User Data for another interaction has a value of 1000. If UData is used to get the data for the purpose of comparison, the result will be that 500 is greater (as a string) then
1000. If UDataINT is used to get the values, the result will be that 1000 is greater (as number) then 500.
If the resulting value cannot be interpreted as number, the function returns 0.
Update
Warning!
Because routing strategies used in Multimedia business processes can recycle interactions through several routing strategies, use the
Update function instead of the Attach function in multimedia routing strategies.
Note:
Also see “UpdateBusinessData” on
page 400
and
page 400
. In a Framework 7.0.1 or later environment, Update can be used for the same purpose as the
UpdateBusinessData and UpdateInteractionData. See the those function descriptions for additional information.
Parameters:
Key:
STRING
(Interaction Data as shown in Figure 25 on
page 70
, Business Data, constant or variable)
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Value:
STRING
(constant or variable)
Return value type:
VOID
The Update function for e-mail routing strategies is similar to the Attach
function for voice routing strategies (see
page 384
Update function removes old interaction User Data with the specified Key before attaching new data.
While the Update function requires more resources to execute than the Attach function, it has an advantage over the Attach function in that it prevents interaction User Data from growing and accumulating when the same key is used for attaching multiple times.
The Database Wizard can implicitly use the Update function if selected (see
page 101
Attaching Several Key-Value Pairs
URS enables you to attach several key-value pairs in one request by using the
Update function in a following way:
•
Make the first argument empty.
•
Make the second argument a string in the
STRING
(list) format, that is created from a series of key-value pairs separated by the pipe symbol (
|
).
Every key is separated from its value by a colon (
:
).
The attached value is everything between the first colon and a pipe symbol.
Example
Update['','EMail_Enter_Date:11/13/2003|EMail_Enter_Time:10:32']
Here the
EMail_Enter_Time
is a key and
10:32
is a value.
page 131
and “Size Limitation For Key-Value
page 385
.
Note:
See the Multimedia 7.6 User’s Guide, Interaction Properties chapter, for important information about
Business Attributes that are useraccessible and provides information on which of them are safe to modify.
Warning!
In 7.5 and 7.6, If you use the Update or Attach function and specify multiple key-value pairs, URS removes all commas, spaces, and new line characters that you place at the end of the values you enter. As a result, any value consisting entirely of these characters is reduced to an empty string.
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UpdateBusinessData
Note:
This function requires a Framework 7.0.1 or later environment. If connecting to a 7.0 Configuration Server database in a multi-tenant environment, IRD 7.0.1 or later will show no
Business Attributes
page 97
). There is no
Business Attributes
folder in
Configuration Manager 7.0.
Parameters:
Key: STRING
(Business Data, constant or variable)
Value: STRING
(constant or variable)
Return value type:
VOID
. This function updates interaction
Business
Attributes
used in interactions, such as multimedia interactions (see “The
page 94
and “Using Business Attributes” on
page 97
). Also see the Multimedia 7.6 User’s Guide, Interaction Properties
chapter, for important information about
Business Attributes that are useraccessible and provides information on which of them are safe to modify.
Using the UpdateBusinessData function instead of the Update function indicates what you want to update. For example, if you wish to update
interaction business data, as found in Configuration Manager (see Figure 46 on
page 97
), use UpdateBusinessData. In this case, IRD includes the
Business
Attribute
in its integrity checking (see “Check Integrity Mode” on
page 32
the
Business Attribute
is not found during integrity checking, IRD generates a warning.
UpdateInteractionData
Parameters:
Key:
STRING
(Interaction Data, constant or variable)
Value: STRING
(constant or variable)
Return value type:
VOID
.
This function updates interaction user data (see “User Data” on
page 143
such as user data attached to non-voice interactions. For more information on
the type of data this function updates, see “Interaction Data” on
page 69
Configuration Options Functions
The IRD
Function Properties
dialog box with
Configuration Options
selected
Figure 189
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Figure 189: Function Properties Dialog Box, Configuration Option Functions
This section presents functions in the Configuration Options category (see
page 366
ExcludeAgents
Parameters:
Agents: STRING
(comma-separated list of agent IDs or variable)
Return value type:
STRING
This function instructs URS not to route interactions to any agent on the specified list of agents. Parameter
Agents
is comma-separated list of agent IDs.
Function returns the previous list of excluded agents.
Previous to 7.6, if a target was selected (if it was ready according to Stat Server and reserved) and then excluded from the list of valid targets using the
ExcludeAgents function, this target was not actually excluded. Starting with
7.6, the ExcludeAgents function does exclude the agent in the above scenario.
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Warning!
Function ExcludeAgents affects IVR targets.
GetConfigOption
STRING
or variable (representing a string for the option)
Lookup Sequence:
StartFromCDN, StartFromRouter,
StartFromTenant, StartFromTserver
, or variable (representing the lookup sequence)
Return value type:
STRING
This function allows the use of customized configuration options—the user can configure any option name that is different from the standard options and then use its value in routing. In particular, any options can be specified in addition to the required ones and given meaning in the strategy.
This function retrieves the current value of any URS configuration option for use in a strategy. The search for the option starts with the object properties given by Lookup Sequence (the DN from where the interaction is routed, the
T-Server application controlling this DN, the tenant to which they belong, or the URS application). If the option is not found there, the search continues in the object properties corresponding to greater values of Lookup Sequence, in increasing order, until the option is found. The empty string is returned if the option is not found.
Note:
The list reusable object and the ability to define a key-value pair for a list element is an extension or variation of the GetConfigOption
page 402
).
GetMediaTypeName
Note:
This function (which requires Framework 7.0.1 or later), along with the
UseMediaType function (see
page 406
), the StatAgentLoadingMedia statistic (see
page 619
), and the use_agent_capacity
page 576
) all support the Genesys agent capacity distribution model as described in the Universal Routing 7.6 Deployment Guide.
Parameters:
Media
(the current interaction media type, which includes all media types defined for tenant)
Return value type:
STRING
Returns the name of specified
Media
as defined in the Configuration Manager, in the
Business Attributes > Media Types
folder (see “The Interaction Design
page 94
). The GetMediaTypeName function makes it for a
strategy to analyze custom media types.
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For example, assume you define a custom media type called
MyMedia
in
Configuration Manager.
A strategy cannot handle this media type using the
GetMediaType function. Previously in IRD 6.x/7.0 using the GetMediaType
page 391
):
GetMediaType[]=TMediaEMail
The GetMediaType function can be used only for Genesys provided-media
types that have an associated integer value as (see Table 100 on
page 391
).
Using the equivalent (and more generic) IRD 7.0.1 and later
GetMediaTypeName function: media= GetMediaType[]
GetMediaTypeName[media]='Email'
Using GetMediaTypeName to get the media type enables strategies to work with any customer-defined media type.
Router
Parameters:
Get: INTEGER
(describing requested information).
APPLICATION_NAME
or
CLUSTER_NAME
can be selected.
Return value type:
STRING
(requested information)
If
APPLICATION_NAME is requested, this function returns the name of the URS that is running. If
CLUSTER_NAME is requested, this function returns the name of the primary URS based on configuration information.
SetCallOption
STRING
(variable) or one of the following constants: default_destination, request_timeout, null_value, default_object, use_ivr_info, use_agentid
New option value:
STRING
(constant or variable)
Return value type:
VOID
This function is an interaction level override for server level options. It enables the strategy to control certain options instead of URS. The options that can be overridden are:
•
request_timeout
•
null_value
•
default_object
•
use_ivr_info
•
default_destination
•
use_agentid
•
use_extrouter
•
use_extrouting_type
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Note:
Using this function may negatively impact URS performance.
SetDNIS
STRING
or variable (representing a string for the DNIS)
Return value type:
VOID
This function replaces the DNIS of the interaction by the value of the argument. If a call to
SetDNIS
is encountered, any DNIS override specified by another function, such as
SetDNSOverride
, will be disregarded, whether the other function is called before or after
SetDNIS
.
Important Information
•
Whenever URS changes the DNIS of an interaction, use the routing type
RouteTypeOverwriteDNIS
to make the new DNIS known to T-Server.
SetDNISOverride
UseNone, UseANI, UseDNIS, UseConfig
, or variable
Return value type:
VOID
This function instructs URS how to overwrite the DNIS of the current interaction.
Important Information
•
Whenever URS changes the DNIS of an interaction, use the routing type
RouteTypeOverwriteDNIS
to make the new DNIS known to T-Server.
SetTranslationOverride
Parameters: Source DN:
STRING
or variable (representing a string for the
Source DN)
Destination DN:
STRING
or variable (representing a string for the Destination DN)
Location:
STRING
or variable (representing a string for the location)
Route Type:
RouteTypeUnknown, RouteTypeDefault,
RouteTypeLabel, RouteTypeOverwriteDNIS, RouteTypeDDD,
RouteTypeIDDD, RouteTypeDirect, RouteTypeReject,
RouteTypeAnnouncement, RouteTypePostFeature,
RouteTypeDirectAgent, RouteTypePriority,
RouteTypeDirectPriority
, or variable
DNIS:
STRING
or variable (representing a string for the DNIS)
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Reason:
STRING
(list) or variable (representing a string for the reason)
Extension:
STRING
(list) or variable (representing a string for the extension)
Return value type:
VOID
This function overrides any translation specified in configured Switch Access
Codes for routing to remote targets later in the strategy, and instructs URS to use the information specified in the parameters for the purpose of number
translation. For additional information, see “Number Translation” on
page 601
Note:
In Interaction Routing Designer, preexisting DNs are not shown in the drop-down lists under the parameters SourceDN and DestinationDN.
UseCustomAgentType
STRING
(variable or constant)
Value:
STRING
(variable or constant)
Return value type:
VOID
This function instructs URS on the Value of an Agent property that an agent must to have to be considered a valid target for the current interaction. The property is specified under Switches, inside the folder with the name of the
URS Application, in the Annex of the Agent Login.
URS checks the agent type for following targets: Agents, Agent Groups,
Places, Place Groups. For last two targets, the agent type can be verified only if
Stat Server reports the name of the agent associated with the Place in question.
UseCustomDNType
Parameters: Property:
STRING
(variable or constant)
Value:
STRING
(variable or constant)
Return value type:
VOID
This function instructs URS on the Value of a DN Property that a DN must to have to be considered a valid target for current interaction. The property is specified under Switches, inside the folder with the name of the URS
Application, in the Annex of the DN.
This function is similar to function UseDNType. The only difference is that the
UseCustomDNType function allows to define your own types of DNs (create custom DN types).
URS checks the DN type for the following targets:
Agents
,
Agent Groups
,
Places
,
Place Groups
,
Routing Points
,
Queues
.
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UseCustomPlaceType
STRING
(variable or constant)
Value: STRING
(variable or constant)
Return value type:
VOID
This function instructs URS on the Value of a Place property that a Place must to have to be considered a valid target for current interaction. The property is specified in the Annex of Place inside the folder with the name of URS
Application.
URS checks the Place type for following targets: Agents, Agent Groups,
Places, Place Groups.
UseDNType
Parameters: Type of DN: any, CFGACDPosition, CFGCellular, CFGChat,
CFGCoBrowse, CFGEmail, CFGExtension, CFGFax, CFGVideo,
CFGVoicemail, CFGVoIP, CFGWorkflow
, or variable
Return value type:
VOID
This function instructs URS on the type of DN to use when routing to a target.
Choose the DN based type of interaction being routed.
This delivers various interactions to the correct DN on an agent’s desktop.
Important Information
•
URS sets the default DN type from the
MediaType
attribute of TEvent.
UseDNType function overrides the default.
•
See UseMediaType function.
UseMediaType
Note:
The UseMediaType function, the GetMediaTypeName function (see
page 402
), the StatAgentLoadingMedia statistic (see
page 619
), and the use_agent_capacity
option (
page 576
agent capacity distribution model.
Parameters:
Media
(all Media Types defined for tenant)
Return value type:
VOID
This function instructs URS on the media types (examples: voice, e-mail, chat) that a target is associated with. In order to accept interactions of a particular media type, a target must be associated with that media type.
URS sets the initial media type from the Media Type attribute of
TEvent
if the interaction is not a voice interaction. The UseMediaType function overrides this initial setting.
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URS can pick up for routing either the available media of an agent or a ready
DN of an agent.
Important Information
•
For backward compatibility if some DN type (DNTYPE) has a corresponding media (MEDIA) associated (for example e-mail), then
UseMediaType[MEDIA] is equivalent to UseDNType[DNTYPE].
•
UseMediaType[Voice] indicates URS will select only Extensions or
ACDPositions of agent.
Data Manipulation Functions
The IRD
Function Properties
dialog box with
Data Manipulation
selected is shown in
Figure 190
Reference Manual
Figure 190: Function Properties Dialog Box, Data Manipulation Functions
The last three functions in Figure 190 on
page 407
write values in the Extensions key-value list when the strategy supplies explicit instruction. The Extensions list can be a nested key-value list; that is, the value for a given key can be a key-value list itself, which can also be nested.
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FindServiceObjective
Note:
For additional information, see the section on business-priority routing in the Universal Routing 7.6 Routing Application Configuration Guide,
Recommended Settings table. Also, this function requires Framework
7.0.1 or later; it cannot be used with a Framework 7.0 environment. If connecting to a 7.0 Configuration Server database in a multi-tenant environment, IRD shows no
Business Attributes
page 97
Parameters:
ObjectiveTable
:
STRING
(Objective Table Name, constant or variable)
Media Type
:
INTEGER
(MediaType, constant or variable)
ServiceType
:
STRING
(ServiceType, constant or variable)
Customer Segment
:
STRING
(CustomerSegment, constant or variable)
Update
:
INTEGER
(constant or variable)
Return value type:
INTEGER
Finds the Service Objective for a given combination of Customer Segment,
Service Type, and Media Type.
The returned value is predefined in a Configuration Layer Objective table that defines a Service Objective for various combinations of Customer Segment,
Service Type, and Media Type (see Figure 77 on
page 136
If the
Update
parameter is true (see Figure 190 on
page 407
Objective with Service Type and Customer Segment are automatically attached to the interaction. In this case, no special strategy step is required to associate the Customer Segment, ServiceType, Service Objective triplet with the interaction.
In the case of an unsuccessful search, this function does not use the default triplet for a specified Media Type, but instead returns
0
and generates error code
0018 Unknown object
.
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Attaching Business Attributes to Interactions
Use this function to attach
Business Attributes to interactions as follows:
1. As the strategy developer, associate each interaction with predefined
Business Attributes in Configuration Layer, such as
Customer Segment
,
Service Type
,
Media Type
,
Service Objective
.
2.
Set the
Update
parameter in FindServiceObjective to true
so that URS automatically attaches the
Business Attributes to each interaction. Or use the MultiAttach (see
page 131
) object for this purpose.
URS attaches default data to interactions not associated with any
Business
Attributes
. Default data can be predefined per
Media Type in
Configuration Layer.
3.
Set the option report_targets
page 562
true
to expose the data.
Figure 191
shows an example properties dialog box and attached data for
FindServiceObjective.
Reference Manual
Figure 191: Using FindServiceObjective to Attach Data
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ListGetDataCfg
STRING
(List object name, constant or variable)
Item:
STRING
(constant or variable)
Key: STRING
(constant or variable)
Return value type:
STRING
An IRD list object
(see page 71 )
contains strings of any nature (for example,
DNIS or ANI strings). May be used to create lists of toll-free numbers. Rather than reference each individual 800 number in a strategy, you can logically group numbers together and name the group. Then, when you need to add/edit numbers, the strategy does not need changing; you just add to/edit the list.
This function looks for an element Item in the list configuration object and return the value of its property Key. The name of the list is provided in the parameter List. If the member is not found or if it doesn’t have the property, the function returns empty string.
If Property Key is empty, all properties of the found List element are returned in form of string with list format:
Key1:value1|Key2:Value2]
and so on.
ListLookup
Parameters: List:
STRING
, Table Access, or variable representing a string for the list
Value:
STRING
or variable (representing a string for the value)
Return value type:
INTEGER
ListLookup offers quick limited access to stored data without the delay of an actual database lookup. This function checks whether the string value appears in the result of a database inquiry specified in a Table Access object in the
Configuration Layer. The name of the Table Access object is provided in the parameter List. The returned value is
1
(true), if Value is a comma-delimited substring of the inquiry result; otherwise, the returned value is
0
(false.)
When selecting a List, the value can be specified in two ways:
•
Enter the string manually.
•
From the dialog box, select
All Functions
(and then the function name), or select
Interaction Data
or
Variables
, and then select or enter a value. The values available are for the configured Table Access. The values available for the Variable type are the variables included in the Variable list.
Note:
See “Specifying Variables in Dialog Boxes” on
page 365
for information on variable usage for function parameters.
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The following error messages are possible:
•
0013 Remote error
—error/unknown message from DB Server
•
0018 Unknown object
—unable to find specified Table Access object
User-Defined Table Access Objects
Starting with Universal Routing 7.x, the ListLookup function works with
Table
Access objects of the user defined type. To see how this works:
1. Create a
Table Access of type
ANI
. This
Table Access
must reference a
Format with one column
Field o f type
ANI
.
Note:
You can create a
Table Access of any type, but it must reference a
Format with a Field defined with a matching type.
2.
Give the field a char data type and specify a length that matches the length specified for the column.
3.
Define the
Table Access as either cacheable or non-cacheable. If cacheable, you can also use the
Updateable
property to specify at what point the cached data should be refreshed. If there is plenty of memory on the URS machine and the cached data is not too large, cache it. If not, then when the ListLookup function executes, there will be a delay in strategy execution in order to send the request to the DB Server and database and get the result.
4.
Define the second parameter of the ListLookup function, which is a value
(you can use a variable). The function will use the
Table Access to retrieve a comma-separated list of values (all values in the one column Field specified in the
Format
.) Once retrieved, you have the option of caching the values. From this list, it will look for a value that matches whatever you specified as the second parameter. It returns
1
(true) if it finds it,
0
(false) if it doesn’t.
ListLookupCfg
STRING
(List object name, constant or variable)
Value:
STRING
or variable (representing a string for the value)
Return value type:
STRING
(constant or variable)
Note:
page 71
This function checks whether the element Member is member of a List configuration object. The name of the List is provided in the parameter list.
The returned value is
1
(true) if Value is member of List. Otherwise, the returned value is
0
(false.)
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This function behaves exactly like the ListLookup function except that what is scanned is not some table from the customer database, but a List object from the Configuration Database.
Date and Time Functions
The IRD
Function Properties dialog box with
Date/Time
selected is shown in
Figure 192
412
Figure 192: Function Properties Dialog Box, Date/Time Functions
This section presents functions in the Date and Time category (see Table 99 on
page 366
).
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Date
Date and Time Functions
Parameters: none
Return value type:
DATE
This function returns the current local date (date in the time zone where URS is running); that is, the number of days since January 1st 1970. See DATE value
type description in Table 97 on
page 361
. The result of this function can be compared to the dates in the format MM/DD/YYYY or MM/DD/ (the current year is implied). Example:
Date []<01/01/2001
.
DateInZone
time zone)
Return value type:
DATE
STRING
or variable (representing a string for the
Returns the current date in the specified time zone; that is, the number of days since 1 January 1970 (January, 1970, is day 1). The result of this function can be compared to the dates in the format MM/DD/YYYY or MM/DD/ (the current year is implied). Example:
DateInZone[PST]<01/01/2001
.
The TimeZone parameter is the name of a time zone configured in
Configuration Layer.
When selecting a time zone, the value of the TimeZone parameter can be specified in two ways:
•
Enter the time zone manually, as configured in the Configuration Layer.
•
From the dialog box, select
All Functions
(and then the function name), or click under
Value
and select a Time Zone, or click
Variables
and select or enter a value. The values available are for the configured time zones. The values available for the Variable type are the variables included in the
Variable list.
The following error message is possible:
•
0018 Unknown object
— unable to find the TimeZone in the
Configuration Database
Day
Parameters: none
Return value type:
DAY
This function returnst the current local day of the week (day in time zone where URS is running); that is, a number from the range of 0-6. See DAY
value type description in Table 97 on
page 361
. The result of this function can be compared to the named constants for days of the week (Sunday=0,
Monday=1, Tuesday=2, Wednesday=3, Thursday=4, Friday=5, or
Saturday=6). Example:
Day[]<Friday.
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DayInZone
Date and Time Functions time zone)
STRING
or variable (representing a string for the
Return value type:
DAY
This function returns the current day of the week in the specified time zone.
The result of this function can be compared to the named constants for days of the week. Example:
DayInZone[PST]<Friday.
The TimeZone parameter is the name of a time zone configured in
Configuration Layer.
When selecting a time zone, the value of the TimeZone parameter can be specified in two ways:
•
Enter the time zone manually, as configured in the Configuration Layer.
•
From the dialog box, select
All Functions
(and then the function name), or click under
Value
and select a Time Zone, or click
Variables
and select or enter a value. The values available for are the configured time zones. The values available for the Variable type are the variables included in the
Variable list.
The following error message is possible:
•
0018 Unknown object
—unable to find the TimeZone in the Configuration
Database
GetUTC
Parameters: none
Return value type:
INTEGER
Note:
Since radio signals can cross multiple time zones and the international date line, some worldwide standard for time and date is needed. This standard is coordinated universal time, abbreviated UTC. This was formerly known as Greenwich mean time (GMT).
This function returns UTC in seconds, which is the number of seconds elapsed since midnight (00:00:00), January 1, 1970, according to the system clock.
Use this function when setting the scheduled time for submitting interactions in queues to routing strategies in IRD’s
Interaction Design window as described in the Universal Routing 7.6 Business Process User’s Guide.
Specifically, see the section on View object configuration,
Scheduling tab, in the chapter on creating business process objects.
Use this function with the Assign object (see
page 113
) or directly as a value of some other function parameter. Below is an example to get a time string for scheduling some action in exactly 24 hours where
t is the name of a variable.
Assign[t, GetUTC[]]
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IsSpecialDay
Note:
page 415
provides the same functionality as
IsSpecialDay, but includes additional parameters.
STRING
or variable (representing a string for the Stat
Table)
Stat Day:
STRING
or variable (representing a string for the Stat
Day)
Return value type:
INTEGER
Use to base strategy actions on the existence of holidays, special closing times, or other types of special days. The returned result is interpreted as a Boolean value, where value 0 indicates false and value1 indicates true.
The
Stat Day
parameter of this function is optional. If it is specified, URS inquires from Configuration Server whether the specified Statistical Day is configured for the specified Statistical Table and whether the current date meets the definition of the Statistical Day.
If the
Stat Day
parameter is set to the empty string (two single quotation marks with no space between them), URS inquires from Configuration Server whether the current date meets the definition of any of the Statistical Days configured for the specified Statistical Table.
When selecting a
Stat Table
or
Stat Day
, the value can be specified in two ways:
•
Enter the string manually.
•
From the dialog box, click under
Value
. In the resulting
Key dialog box, select a
Type
(
Stat Table
or
Stat Day
), or
Variable
, and then select or enter a value. The values available are for configured Stat Tables or Stat Days.
The values available for the
Variable
type are the variables included in the
Variable list.
There is one possible error message:
•
0018 Unknown object
—unable to find specified Stat Day or Stat Table in the Configuration Database
IsSpecialDayEx
STRING
or variable (representing a string for the Stat
Table)
Stat Day:
STRING
or variable (representing a string for the Stat
Day)
Time Zone: Select a time zone or use a variable (representing a string for the time zone)
UseTime: Select a value of true
or false
(default).
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Return value type:
INTEGER
The returned result is interpreted as a Boolean value, where
0 i ndicates false and
1 indicates true
.
This function works the same as IsSpecialDay, but offers two additional parameters: Time Zone and UseTime. UseTime specifies whether or not to use the time limits within a Stat Day.
A non-empty value for the Stat Day parameter is optional. If Stat Day is specified, URS inquires from Configuration Server:
Whether the specified Stat Day is configured for the specified Stat Table and whether the current date and current time (if UseTime is true
) meet the definition of the Statistical Day.
If Time Zone is not empty, then current date and time are taken in this
TimeZone.
Time
Parameters: none
Return value type:
TIME
This function returns the current local time (time in the time zone where URS is running); that is, the number of minutes from midnight (00:00 AM). See
TIME value type description in Table 97 on
page 361
. The result of this function can be compared to time values in the format hh:mm [AM/PM].
Example:
Time[]<11:00 AM
TimeDifference
Second Time:
TimeStamp
Return value type:
INTEGER
The returned value is the result of subtracting the First Time parameter from the Second Time parameter.
First Time and Second Time are thought of as moments specified in milliseconds. If First Time is greater than Second Time, it is presumed that
Second Time occurs on the day following First Time. Therefore, 24 hours
(86,400,000 milliseconds) are added to Second Time before the subtraction.
This
TimeStamp
value refers to the TimeStamp function (
page 417
below. It is recommended that the TimeDifference function not be used for different days.
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TimeInZone
Date and Time Functions
Parameters:
TimeZone
:
STRING
or variable (representing a string for the time zone)
Return value type:
TIME
This function returns the number of minutes elapsed since the last midnight
(
00:00 AM
) in the specified time zone. The result of this function can be compared to time values in the format hh:mm. The
TimeZone
parameter is the name of a time zone configured in Configuration Layer. For example:
TimeInZone[PST]<11:00.
When selecting a time zone, the value can be specified in two ways:
•
Enter the time zone manually.
•
From the dialog box, select
All Functions
(and then the function name), or click under
Value
and select a Time Zone, or click
Variables
and select or enter a value. The values available are for the configured Time Zone. The values available for the Variable type are the variables included in the
Variable list.
The following error message is possible:
•
0018 Unknown object
—unable to find the TimeZone in the Configuration
Database
TimeStamp
Parameters: none
Return value type:
INTEGER
The result of this function is the current time in milliseconds, measured from midnight the same day.
UTCAdd
Parameters:
UTC representing coordinated universal time:
STRING.
For
information on UTC, see the note on
page 414
Years representing the number of years to increment:
INTEGER
Months representing number of months to increment:
INTEGER
Days representing number of days to increment:
INTEGER
Hours representing number of hours to increment:
INTEGER
Minutes representing number of minutes to increment:
INTEGER
Seconds representing number of seconds to increment:
INTEGER
Return value type:
INTEGER
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This function increments the provided universal coordinated time (UTC) with the specified number of years, months, and so on (the numbers can be negative).
Use this function when setting the scheduled time for submitting interactions in queues to routing strategies in IRD’s
Interaction Design window as described in the Universal Routing 7.6 Business Process User’s Guide.
Specifically, see the section on View object configuration,
Scheduling tab, in the chapter on creating business process objects.
Use this function with the Assign object (see
page 113
) or directly as a value of some other function parameter. Sample:
Assign[t, UTCAdd[t, 0, 0, 1, 0, 0, 0]] or Assign[t, UTCAdd[t, 0, 0,
0, 24, 0, 0]]
The View object Scheduling tab description in the Universal Routing 7.6
Business Process User’s Guide contains a sample strategy that uses this function.
Note:
If the UTC time input is less than zero, in this case, 0 (zero) will be used. Addition/subtraction is performed in the following order: years, months, days, hours, minutes, seconds.
UTCFromString
Parameters:
UTC String: STRING
or variable (representing a string for the time zone in coordinated universal time format ). For
information on UTC, see the note on
page 414
Return value type:
INTEGER
This function takes a UTC string in the format
YYYY-MM-DDTHH:MM:SSZ and returns it as the number of seconds.
Use this function when setting the scheduled time for submitting interactions in queues to routing strategies in IRD’s
Interaction Design window as described in the Universal Routing 7.6 Business Process User’s Guide.
Specifically, see the section on View object configuration,
Scheduling tab, in the chapter on creating business process objects.
Use this function with the Assign object (see
page 113
) or directly as a value of some other function parameter. Example (where s is the name of a variable).
Assign[s, UTCFromString[t]]
The View object Scheduling tab description in the Universal Routing 7.6
Business Process User’s Guide contains a sample strategy that uses this function.
Warning!
If you provide the string in the wrong format, the returned value will be unpredictable.
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UTCToString
Parameters:
UTC representing coordinated universal time:
INTEGER.
For
information on UTC, see the note on
page 414
Return value type:
STRING
This function takes coordinated universal time (UTC) in seconds and converts it into a string with the format
YYYY-MM-DDTHH:MM:SSZ
.
Use this function when setting the scheduled time for submitting interactions in queues to routing strategies in IRD’s
Interaction Design window as described in the Universal Routing 7.6 Business Process User’s Guide.
Specifically, see the section on View object configuration,
Scheduling tab, in the chapter on creating business process objects.
Use this function with the Assign object (see
page 113
) or directly as a value of some other function parameter. Example:
Attach['ScheduledAt', UTCToString[…]]
The View object Scheduling tab description in the Universal Routing 7.6
Business Process User’s Guide contains a sample strategy that uses this function.
Note:
If UTC input is less than zero, then 0 (zero) will be used.
Force Functions
Figure 193
Function Properties
dialog box with
Force
selected.
Reference Manual
Figure 193: Function Properties Dialog Box, Force Functions
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Chapter 3: Interaction Routing Designer Functions Force Functions
This section presents functions in the Force category (see Table 99 on
page 366
).
Force
Parameters: none
Return value type:
VOID
This function instructs URS to perform forced interaction routing, under which calls are routed regardless of the target’s current state. Targets for forced routing must have a format of
DN@Switchname
or merely
DN.
(The latter format will route the interaction to the corresponding DN on the current switch.) The target is ignored if assigned a type.
The target to which the interaction will be forcibly routed is one of the targets listed in the properties of the first Routing object following the Force object.
After the Force object, it is advisable to place only a single Routing object.
The effect of the Force object cannot be annulled after the function is called. If, under some conditions, ordinary routing still needs to be performed after Force is invoked, use a combination of the functions SelectDN, SuspendForDN, and
RouteCall, described on pages
513
519
512
Note:
Force was retained in URS for the sake of compatibility with earlier versions. When building new strategies, use the forced-routing function TRoute, described on
page 420
, since the explicit specification of the parameters of TRoute makes its operation more transparent and decreases the risk of errors.
TRoute
Parameters:
Destination
:
STRING
or variable (representing a string for the destination)
Location
:
STRING
or variable (representing a string for the destination)
Route Type: RouteTypeUnknown, RouteTypeDefault,
RouteTypeLabel, RouteTypeOverwriteDNIS, RouteTypeDDD,
RouteTypeIDDD, RouteTypeDirect, RouteTypeReject,
RouteTypeAnnouncement, RouteTypePostFeature,
RouteTypeDirectAgent, RouteTypePriority,
RouteTypeDirectPriority
, or variable
DNIS
:
STRING
or variable (representing a string for the destination)
Return value type:
VOID
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This function instructs URS to send a routing instruction to T-Server with the specified parameters. This function is recommended as a better alternative to
Force.
The following errors are possible:
•
0001 Unknown error
•
0008 Routing done
•
0013 Remote error
Note:
When executing a strategy where force (TRoute function) or default routing is applied to an interaction, URS removes the call from all virtual queues and only then executes the force or default routing.
List Manipulation Functions
The name of this category of functions comes from the fact that all the function in it work with strings in list format.
The IRD
Function Properties dialog box with
List Manipulation
selected is shown in
Figure 194
Reference Manual
Figure 194: Function Properties Dialog Box, List Manipulation Functions
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Chapter 3: Interaction Routing Designer Functions List Manipulation Functions
This section presents functions in the List Manipulation category (see Table 99 on
page 366
GetIntegerKey
Parameters:
Key: STRING
or variable (representing a string for the key)
String
:
STRING
(list) or variable (representing a string)
Return value type:
INTEGER
This function parses out an integer value for a specified key from a key-value list. This value is obtained from the leading sequence of digits before the first nondigit character in the value. If the value starts with a character other than a digit, or if the searched-for key does not appear in the list, the function returns value
0
. If the key is repeated in a list, its first occurrence is retrieved.
GetMaxSubList
Parameters:
List
:
STRING
(list) or variable (representing a string for the list)
Return value type:
STRING
(list)
Parses out key-value pair(s) for pairs with the maximum value. All values are interpreted as integers.
For example, if str
is key1:5|key2:4|key3:5
, then GetMaxSubList(str) returns k ey1:5|key3:5.
GetMinSubList
Parameters:
List
:
STRING
(list) or variable (representing a string for the list)
Return value type:
STRING
(list)
Parses out key-value pair(s) for pairs with the minimum value. All values are interpreted as integers. For example, if str
is key1:5|key2:4|key3:5
, then
GetMinSubList(str) returns key2:4
.
GetStringKey
Parameters:
Key : STRING
or variable (representing a string for the key)
String
:
STRING
(list) or variable (representing a string)
Return value type:
STRING
Parses out the value for a specified key from a key-value list. If the searchedfor key does not appear in the list, the function returns the empty string. If the key is repeated in the list, its first occurrence is retrieved.
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ListGetInteger
Parameters:
Index
:
INTEGER
or variable
List
:
STRING
(list) or variable (representing a string for a list)
Return value type:
INTEGER
Parses out the integer value for the specified key from a key-value list based on the position, starting from 1, rather than the key.
For example, if str
is key1:3|key2:value2|key3:value3
, then ListGetInteger(
1, str
) returns
3
for key1. ListGetInteger(
3, str
) in comparison, returns
0 because value3
is not converted into an integer. Any index greater than the number of key-value pairs returns
0
, which means the Index is out of bounds.
ListGetKey
Parameters:
Index
:
INTEGER
or variable
List
:
STRING
(list) or variable (representing a string for a list)
Return value type:
STRING
Parses out the key from a key-value list based on the position (int index - integer index), starting from 1, rather than the key.
For example, if str
is key1:value1|key2:value2|key3:value3
, then
ListGetKey(
3, str
) returns key3. Any index greater than the number of keyvalue pairs returns ‘’ (an empty string), which means the Index is out of bounds.
ListGetSize
Parameters:
List
:
STRING
(list) or variable (representing a string for the list)
IgnoreEmptyItems
(true or false)
Return value type:
INTEGER
Returns the number of key-value pairs.
For example, if str
is key1:value1|key2:value2|key3:value3
, then
ListGetSize( str
) returns
3
.
URS supports empty key-value pairs in List object key-value strings. As a result, URS does not distinguish an empty List object (one having no keyvalue pairs) from a List object that has one empty key-value pair. Since both are presented as empty strings, URS considers them both as valid List objects with one empty key-value pair. Accordingly, the ListGetSize function returns 1 for such a List object. In cases where this is not desirable, the ListGetSize function has a second parameter that specifies whether URS should take empty key-value pairs into account.
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ListGetString
Parameters:
Index
:
INTEGER
or variable
List
:
STRING
(list) or variable (representing a string for a list)
Return value type:
STRING
Parses out the string value for the specified key from a key-value list based on the position, starting from 1, rather than the key.
For example, if the list is key1:value1|key2:value2|key3:value3
, then
ListGetString(
3, list)
returns the value3
for key3
. Any Index greater than the number of key-value pairs returns ‘’ (an empty string), which means the Index is out of bounds.
SetIntegerKey and SetStringKey
These functions allow you to easily create and modify key-value lists without keeping track of separators and spaces. They also ensure that the resulting keyvalue lists have no repeated keys.
SetIntegerKey
Parameters:
Key
:
STRING
or variable (representing a string for the key)
Value
:
INTEGER
or variable
List
:
STRING
(list) or variable (representing a string for the list)
Return value type:
STRING
(list)
This function returns a key-value list obtained from List by concatenating to it the key-value pair specified by the first two arguments and erasing any already existing pairs with the same key.
SetStringKey
Parameters:
Key
:
STRING
or variable (representing a string for the key)
Value
:
STRING
or variable (representing a string for the value)
List
:
STRING
(list) or variable (representing a string for the list)
Return value type:
STRING
(list)
This function returns a key-value list obtained from List by concatenating to it the key-value pair specified by the first two arguments and erasing any already existing pairs with the same key.
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Miscellaneous Functions
Figure 195
Function Properties dialog box with
Miscellaneous selected.
Figure 195: Function Properties Dialog Box, Miscellaneous Functions
This section presents functions in the Miscellaneous category (see Table 99 on
page 366
).
ActiveServerName
Parameters:
Server Name: STRING
, constant or variable (name of primary server)
Return value type:
STRING
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This function detects and returns the name of the server from the primary/backup pair of servers that URS is actually working with (active) at the moment when function is called.
Use Case
Assume two T-Servers are working in Hot Standby mode with two independent links to different URSs. Due to routing strategy specifics (play announcement first, then route) different links must use different DN numbers when routing calls.
•
In Warm Standby mode, it is possible to find out which link (URS) and which T-Server is primary at the moment if you use the GetCurrentTserver
page 390
) in the strategy.
•
In Hot Standby mode, this function always returns the name of T-Server that was connected first. This makes it impossible to make a routing decision based on which T-Server is Primary (in other words, which link is going to receive the route request).
Use the ActiveServerName function to return the name of the active T-Server from the pair working in Hot Standby or Warm Standby mode.
Alarm
Parameters:
Alarm Number
:
INTEGER
or variable
Alarm Message
:
STRING
or variable (representing a string)
Return value type:
VOID
This function sends an alarm message through the URS management API. This message can be used, for example, by the Genesys SNMP Master Agent as a client of the URS management API to generate a polling trap. For more information on setting alarms, see the Framework 7.6 Deployment Guide,
Management Layer Functionality chapter. Also see the Framework 7.6
Management Layer User’s Guide, SNMP Interface chapter.
The alarm is sent along with the following information: the supplied Alarm
Number, the Alarm Message, and the current interaction’s ANI, CED, DN, and
Tenant.
AnswerCall
Parameters: none
Return value type:
STRING
(target)
This function attempts to answer the current interaction.
The returned value can be either return:ok
or return:error
.
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The function first checks whether the operation is possible. This verification can result in the following errors that can be retrieved by using the Error object immediately after the AnswerCall function:
•
0001 Unknown error
.
•
0
002 Transfer in progress
—another transfer is in progress; this error message will be returned if URS has sent an instruction to T-Server to transfer the interaction between two DNs and if, at the time AnswerCall is invoked, no notification is received by URS about the interaction reaching a DN after the transfer. This can only be possible because treatments are running while the strategy executes the function.
•
0003 Treatment in progress
—another treatment is in progress; this error will occur if AnswerCall is invoked after URS has issued an instruction for
T-Server to start a treatment but before T-Server responds with
EventTreatmentApplied
,
EventTreatmentNotApplied
, or an error.
•
0004 Call is on hold
—the agent puts the interaction on hold; this error message will be returned either if the interaction was put on hold at a DN for which URS is registered or if the interaction cannot be found on any of the DNs for which URS is registered.
•
0005 Call gone
—URS has not registered a DN belonging to the interaction.
•
0008 Routing done
—not permitted in postrouting; this message will be returned if the interaction has already been routed successfully by the function RouteCall or by a Routing object, or if the interaction has been force-routed either by the function TRoute, or by combining the Force object with a Routing object.
•
0013 Remote error—T-Server reports an error.
If none of the above errors are found, the function proceeds as follows:
1. If the interaction is at a routing point, a virtual routing point, or at a Service
Number, the function returns return:ok.
2.
If the interaction is at a DN for which
EventEstablished
has already been received, the function returns return:ok.
3.
If neither of the above holds, the function instructs T-Server to answer the interaction. If T-Server returns an error because of T-Server or switchspecific restrictions, the function returns the error message
[xxxx] TServer error message
, where xxxx
is the T-Server error code. If T-Server returns
EventEstablished
, the function returns return:ok.
CheckAgentState
Parameter:
CheckFlag
:
INTEGER
(constant or variable)
Return value type:
VOID
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This function instructs URS whether to take into account the state of an Agent,
Place, Agent Group, or Place Group as reported by Stat Server or to look only for free DNs belonging to the Agent, Place, or Agent Group.
•
For the
CheckFlag
parameter in IRD, choose either Constant type or
Variable type.
•
For the Constant type, select a value of true
or false
.
•
For the Variable type, select a variable (previously declared in the
Variable list dialog box).
Important Information
•
CheckAgentState[false]
makes it possible to route a voice interaction to an agent that Stat Server reports as not ready.
•
If agent capacity rules are set, the CheckAgentState function has no effect
(the Genesys Agent Capacity model does not use agent state).
•
To allow agent to receive multiple voice interactions, CheckAgentState must be false. However, the side effect is that URS distributes interactions so as to occupy all DNs of Agent A before considering Agent B.
•
When CheckAgentState is set to false
or the function UseAgentState (see
page 464
) is used, URS does not apply the verification_time
option (see
page 586
) to agents, but still applies it to agent DNs.
•
Also see the option “use_agent_capacity” on
page 576
.
ClearTargets
Parameter:
Virtual Queue Name
:
STRING
or variable (representing a string for the Virtual Queue)
Return value type:
VOID
This function removes the current interaction from the virtual queue that is specified as a parameter. When the empty string is specified as a parameter, the current interaction is removed from all virtual queues on which it had been placed.
When selecting a virtual queue, the value of
Virtual Queue Name
can be specified in two ways:
•
Enter
Virtual Queue Name
manually.
•
From the dialog box, opposite
Virtual Queue Name
, click under
Value
. In the resulting
Key dialog box, select a
Type (Virtual Queue or
Variable)
, and then select or enter a value. The values available are for configured virtual queues. The values available for the
Variable
type are the variables included in the Variable list.
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Note:
The check box
Clear Target in the Routing Selection object (see
page 288
frees you from the necessity of manually specifying the ClearTargets function in a strategy. This check box automatically generates the same code as the ClearTargets function.
If T-Server distributes the
EventDiverted message with state
22
, URS updates
AttributeExtensions of the
EventDiverted message with a new
Reason key, which can contain one of the following values:
•
1 if the call is routed by URS to the target destination.
•
2 if the call is routed by URS to the default destination.
•
3 if the call is routed by the switch to the default destinattion.
•
4 if the call is cleared from a virtual queue by the execution of strategy function ClearTargets
•
5 is used for all other reasons.
For more information, see
page 638
CountSkillInGroup
Parameters:
Stat Server
:
STRING
or variable (representing a string for the
Stat Server). Uses default_stat_server option (see
page 540
if this parameter is evaluated to an empty string.
Agent Group
:
STRING
or variable (representing a string for the
Agent Group or a comma-separated list of Agents, Agent
Groups, Places, or Place Groups)
Skill Expression
:
STRING
(variable or constant representing skill expression
Return value type:
INTEGER
Use this function to determine the number of agents with a skill set and/or statistical parameters that satisfy the indicated skill expression.
This function returns the number of the agents belonging to the agent group based on the defined skill expression. This function complements the
page 436
), which lists the agents in the group.
You can also just specify a Stat Server and a skill expression without specifying an Agent Group. However, a skill expression and a Stat Server must be specified. The Stat Server is used to query the content of the provided Agent
Group (real or virtual).
When selecting a Stat Server or Agent Group parameter, the value can be specified in the two ways:
•
Enter the value manually.
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•
From the dialog box, click inside the
Value
field and select a Stat Server or
Agent Group from the resulting
Key dialog box. Or click
Variable
, and then select or enter a value. The values available for are the configured parameters. The values available for the Variable type are the variables included in the Variable list.
The
StatServer
parameter is the name of the Stat Server containing information on the agents for this function.
The
Agent Group
parameter is the agent group for the Stat Server that this function checks against. Agents are included this group by either placing the agent name from the Persons folder into the Agent Groups folder or defining a virtual group using skill expression within the
Annex tab of the Agent Group object. For example, you can create a virtual group for language. In the
Annex tab for this virtual group, you create a new section called Language. Within this section, you can create a script option with a value of
Skill[English &
Spanish]>3
. (These skills must already have been created in the Skills folder.)
The
Skill Expression
parameter can use skills, variables, numeric constants, and statistics to filter out agents based on their state. The statistic name in a skill expression can be any agent statistic used in the function SData. It must be written in the format:
$(statistic)
. This ability to use statistics in a skill expression allows you to conduct queries based on a statistic.
For example, if you want to query the number of agents with a Spanish skill of at least 5 and who are logged in, the expression would be as follows:
Spanish>=5 & $(StatAgentsLoggedIn)=1
Note:
Statistics cannot be used in the Agent Group parameter to filter out agents.
To create this expression in the Skill Expression properties box:
1. Select
Skill
from the Type column, select
Spanish
from the Name column, the
=
operator, a value of
5
, and click
Add
.
2.
Next you select the
AND
button in the same dialog box. Then finally, you select
Statistics
from the Type column, select
StatAgentsLoggedIn
from the Name column, the
=
operator, a value of
1
, and click
Add
again.
The skill expression must be a string constant with enclosing quotation marks; its syntax is described in “Logical Expressions” on
page 88
URS requests the content of any group whether it is real or virtual from Stat
Server. If Stat Server is able to provide the information, URS uses the information as the content of the requested group. If Stat Server is unable to provide this information, URS obtains the content of the group from the configuration data. (Stat Server would be unable to provide information if the group does not exist, the skill expression is invalid, or URS cannot connect to
Stat Server.)
Unlike the ExpandGroup function, the CountSkillInGroup function does not suspend a strategy for an interaction while waiting for a response from Stat
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Server. URS uses the content of the group from the configuration data when the function is first called. Once URS obtains the content of this group from
Stat Server, that content will be used. URS updates this content any time changes are made that affect this group.
Important Information
•
When the name of a configured skill coincides with that of a variable declared in the strategy, the value of the variable is taken into account instead of its homonymous skill. Avoid naming variables after skills that you want to use in the strategy.
•
For URS, the statement agent has not the skill Skill_C
equals agent has Skill_C=0
. An agent with
Skill_C=0
is a good target for the condition
Skill_C < 5
. In this case, to select agents who have skill
Skill_C
but with
Skill_C
less than 5, write the following condition:
Skill_C < 5 & Skill_C
> 0
or, alternatively,
Skill_C<5 & Skill_C != 0
.
Warning!
In 7.5 and 7.6, functions GetSkillInGroup and CountSkillInGroup do not remove duplicates (if any) from the returned list of
Agents/Places. For example, if you use the same Agent Group twice in the Agent Group parameter, the returned list of Agents contains a double set of Agents from this Group.
CreateSkillGroup
Note:
Use this function instead of the GetSkillInGroup function described on
page 429
. CreateSkillGroup is dynamic and keeps the connection between the source of the target (agent group or skill expression) and the target itself.
Parameters:
StatServer
:
STRING
or variable (representing a string for the
Stat Server)
Agent Group
:
STRING
or variable (representing a string for the agent group)
Skill Expression
: expression or variable
Return value type:
STRING
(statistical object)
URS 7.x handles a routing to an agent group using a skill expression exactly like routing to a regular agent group. The only difference is you cannot ask for a statistic on the group of agents that fit the skill expression. URS understands a target specification like:
?GroupName:[email protected]
as all agents from
<group_name>
with the specified skill. This function is a tool to convert the provided
Agent Group
,
Skill Expression
, and
StatServer
into a normal target that represents all agents belonging to the Agent Group supplied
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Skill
Expression
. Also see “Important Note on the Absence of a Skill” on
page 324
Note:
CreateSkillGroup[StatServer, Agent Group, SkillExpression]
is equivalent to
Cat['?', Agent Group, ':', Skill Expression, '
@
',
Statserver, '.GA']
.
Delay
ExpandGroup
Parameter:
Delay
:
INTEGER
or variable
Return value type:
VOID
This function pauses the execution of the strategy for a length of time specified in milliseconds.
Warning!
The main purpose of the
ExpandGroup
function in Universal
Routing 6.x was to solve priority routing issues. Universal Routing
7.x automatically handles priority routing, there is no need to use the
ExpandGroup
for this purpose. To do so will result in poor performance. Genesys recommends that you no longer use this function.
Parameter:
Target
:
STRING
(variable or constant representing the target)
Return value type:
STRING
This function makes it possible to target all Agents (or Places) the Group consists of instead of the Group as a whole. The purpose is to:
•
Propagate a target selecting statistic on the Agent level.
•
Allow URS to handle the situation where a particular agent is a member of multiple groups and solve related interaction priority issues.
Note:
Because Universal Routing 7 can handle priority routing and the most used statistic
StatAgentLoading
(successor of
StatTimeInReadyState
) is propagated on the agent level automatically, the value of the
ExpandGroup
function depreciates in Universal Routing 7.x. Instead of using
ExpandGroup
, you can return to your original method of specifying targets; for example, target an agent/virtual group or skill expression.
The
ExpandGroup
function returns a comma-separated list of Agents or Place targets belonging to a specified Agent Group or Place Group target in highlevel target format.
In IRD, the target types in the dialog box for this function includes:
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•
Agent Group
(real and virtual)
•
Place Group
•
Variable
For
Agent Group
and
Place Group
targets, you also specify the name of the target for the selected type and its location (Stat Server name). For the
Variable
target type, select the name of the variable only.
This function takes as an argument of a group of Agents or group of Places in one of the following formats:
•
(whether a real agent group or virtual agent group)
•
•
GroupName.GA
•
GroupName.GP
It returns, respectively, the list of Agents or Places configured in the Group.
The list is composed of targets, separated by commas and without spaces, in one of the following formats:
•
•
•
AgentName.A
•
PlaceName.AP
Location
, if present, is the same in the argument and in every target of the output.
This function also supports virtual groups defined using a skill expression in the
Annex tab of the
Agent Group object in Configuration Manager.
Note:
A group of agents is considered to be virtual if agents do not belong to the group permanently; instead, Stat Server assigns an agent to the group when an agent meets the criteria specified for the virtual group.
Stat Server adds agents to or removes them from the group if agent parameters that affect eligibility change or if the specified criteria are modified. See the Virtual Agent Groups Chapter in the Framework 7.6
Stat Server User’s Guide for more information on virtual agent groups.
You can specify a virtual group as the target for the
ExpandGroup
function. URS requests the content of any group whether it is real or virtual from Stat Server.
•
If Stat Server is able to provide the information, URS uses the information as the content of the requested group.
•
If Stat Server is unable to provide this information about the agent group,
URS obtains the content of real agent groups only from the configuration data. For virtual agent groups, URS receives only an empty string since it is unable to obtain information about agents who fulfill the skill expression from Stat Server. (Stat Server would be unable to provide information if the group does not exist, the skill expression is invalid, or URS cannot connect to Stat Server.)
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As a result of URS’s request for content from Stat Server, the
ExpandGroup function–when called the first time–will suspend a strategy for an interaction while waiting for a response from Stat Server. The content of this group will be used. URS updates this content any time changes are made that affect this group.
With this ability to use virtual groups, this function supports skill-based routing.
There is one possible error message:
•
0018 Unknown object
—unable to find the Agents or Place Group in the
Configuration Database
ExpandWFActivity
Parameter:
Activity: STRING or variable (representing a string for the
Workforce Management Activity)
CutOffTime:
Integer
Return value type:
String
This function is intended to be used with Genesys Workforce Management. It
is similar to ExpandGroup (see
page 432
) in that it returns a collection of agents as a comma-separated list. It takes as an argument a Workforce
Management Activity name and returns the list of agents assigned to the
Activity from current moment of time up to next
CutOffTime number of seconds.
CutOffTime is time in seconds that agent has to be assigned to the Activity starting from current moment to be considered as qualified.
Error code 18 is returned if no specified Activity is found.
If an agent assigned to the Activity in the given time interval has a break of any kind (including assignment to another Activity), that agent will not be included in the returned list.
Note:
Sometimes this function by design returns an empty list, such as when the Activity parameter is not found. When this occurs, the function by design checks the Configuration Database for agents with this Activity parameter. If you do not want this to occur, you must configure the strategy to handle the possibility of an empty list being returned.
ExtrouterError
Parameters:
Enable
( true or false
)
Return value type:
VOID
Use for external routing to change the default URS reaction in the case of a failure to get a remote access number.
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•
If the
Enable parameter is set to true
, then URS handles an external routing failure as a routing error (according to the on_route_error option
page 549
). This prevents URS from ignoring an
EventError message in response to
RequestGetAccessNumber and stops
URS from continuing to attempt to route based on the original remote access number.
•
If set to false
, URS will continue the attempt to route the call based on the original number. By default,
Enable is set to false
.
ExtrouterStatus
Parameter:
Switch Name:
STRING
or variable (representing a string for the switch)
Return value type:
INTEGER
This function returns a value of
1
if external routing is possible and a value of
<0
if not. The parameter for this function is a remote location where the interaction is being routed.
GetLastErrorInfo
Note:
You may wish to use this function after the External Service object.
page 109
.
Parameters: none
Return value type:
STRING
This function provides detailed information about remote errors. A remote
error is one reported by any server that URS communicates with. The strategy object that is involved in communicating with the server generates error
0013,
Remote Error
.
The function should be used immediately after the object that reports the remote error, in order to provide the strategy with detailed information about the error.
The function usually returns value in the
<error_number> <error message> format. You need to know numbers of all errors you are interested in.
This function should be directly attached to the red port of this object or to the
0013 Remote Error
branch of an Error Segmentation object (see
page 116
The most common use of this function is to enable a strategy to handle T-
Server’s failure to route a call. For example, you might want to have your strategy handle the following failure types differently:
•
Destination busy—You might want to try another routing target.
•
Invalid ConnID—You might want to terminate the strategy, because the call no longer exists.
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Note:
In previous releases, any server error was reported as
0013 Remote
Error
with no additional information by the GetLastError function
(retired in 6.x releases) used inside the Error Segmentation object.
This function returns no errors.
Note:
Last error information is not stored for long, and can be overwritten by functions that occur subsequently, if they also create errors. To avoid a situation in which GetLastErrorInfo reports an incorrect error description, follow the usage guidelines given in this section.
GetPriority
Parameters: none
Return value type:
INTEGER
This function returns the global priority of the current interaction at the moment when the function is called. Also see the SelectDN function on
page 513
.
GetSkillInGroup
Warning!
The functions GetSkillInGroup and ExpandGroup, although supported, are depreciated in Universal Routing 7. They result in poor performance. Genesys recommends that you not use these functions.
Genesys recommends that you use the CreateSkillGroup function
(see
page 431
) instead of the GetSkillInGroup function.
GetSkillInGroup is not dynamic and breaks connection between the source of the target (agent group or skill expression) and the target itself.
In 7.5 and 7.6, functions GetSkillInGroup and CountSkillInGroup do not remove duplicates (if any) from the returned list of
Agents/Places. For example, if you use the same Agent Group twice in the Agent Group parameter, the returned list of Agents contains a double set of Agents from this Group.
Parameters:
StatServer
:
STRING
or variable (representing a string for a Stat
Server
Agent Group
:
STRING
or variable (representing a string for the
Agent Group or a comma-separated list of Agents, Agent
Groups, Places, or Place Groups).
Skill Expression
: expression or variable
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Return value type:
STRING
This function returns the list of all the agents belonging to the agent group supplied as a parameter that satisfies the logical condition given by the skill expression. The agents are represented in high-level target format
The different agents in the list are separated by
commas. This function complements the CountSkillInGroup function (
page
429
), which provides the number of agents in the group.
You can also just specify a
Stat Server
and a
Skill Expression
without specifying an Agent Group. However,
Skill Expression
and
Stat Server
must be specified.
When selecting a Stat Server or Agent Group, the value can be specified in two ways:
•
Enter the string manually.
•
From the dialog box, click inside the
Value
field and select a Stat Server or
Agent Group from the resulting
Key dialog box. Or click
Variable
, and then select or enter a value. The values available for are the configured Stat
Server or Agent Group. The values available for the Variable type are the variables included in the Variable list.
The
StatServer
parameter is the name of the Stat Server containing information on the agents for this function.
StatServer
is used to query content of provided agent group (real or virtual).
The
Agent Group
parameter is the agent group for the Stat Server that this function checks against. Agent Groups are created through Configuration
Manager. Agents are included this group by either placing the agent name from the Persons folder into the Agent Groups folder or defining a virtual group using skill expression within the
Annex tab of the
Agent Group object.
For example, you can create a Virtual Group for language. In the
Annex tab for this virtual group, you create a new section called Language. Within this section, you can create an option called, script with a value of
Skill[English &
Spanish]>3
. (These skills must already have been created in the Skills folder.)
See Framework 7.6 Configuration Manager Help for information on creating
Agent Groups.
The
Skill Expression
parameter can use skills, variables, numeric constants, and statistics to filter out agents based on their state. The statistic name in a skill expression can be any agent statistic used in the function SData. It must be written in the format $<statistic>. This ability to use statistics in a skill expression allows you to conduct queries based on a statistic. For example, if you want to query the number of agents with a Spanish skill of at least 5 and who are logged in, the expression would be as follows:
Spanish>=5 & $(StatAgentsLoggedIn)=1
To create this expression in the Skill Expression properties box:
1. Select
Skill
from the Type column, select
Spanish
from the Name column, the
=
operator, a value of
5
, and click
Add
.
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2.
Next you select the
AND
button in the same dialog box. Then finally, you select
Statistics
from the Type column, select
StatAgentsLoggedIn
from the Name column, the
=
operator, a value of
1
, and click
Add
again.
Skill expression must be a string constant with enclosing quotation marks; its
syntax is described in the Logical Expressions section on
page 88
.
Note:
Statistics cannot be used in the
Agent Group
parameter to filter out agents.
URS requests the content of any group whether it is real or virtual from Stat
Server. If Stat Server is able to provide the information, URS uses the information as the content of the requested group. If Stat Server is unable to provide this information, URS obtains the content of the group from the configuration data. (Stat Server would be unable to provide information if the group does not exist, the skill expression is invalid, or URS cannot connect to
Stat Server.)
Unlike the ExpandGroup function, the GetSkillInGroup function does not suspend a strategy for an interaction while waiting for a response from Stat
Server. URS uses the content of the group from the configuration data when the function is first called. Once URS obtains the content of this group from
Stat Server, that content will be used. URS updates this content any time changes are made that affect this group.
With this ability to use virtual groups, this function supports skill-based routing.
Warning!
When the name of a configured skill coincides with that of a variable declared in the strategy, the value of the variable is taken into account instead of its homonymous skill. Avoid naming variables after skills that you want to use in the strategy.
Important Information
•
For URS, the statement agent has not the skill Skill_C
equals agent has Skill_C=0
. An agent with
Skill_C=0
is a good target for the condition
Skill_C < 5
. In this case, to select agents who have skill
Skill_C
but with
Skill_C
less than 5, write the following condition:
Skill_C < 5 & Skill_C
> 0
or, alternatively,
Skill_C<5 & Skill_C != 0
.
•
Genesys recommends that you not use both GetSkillInGroup and
ExpandGroup because they are not dynamic and break the connection between the source of a targets (group or skill expression) and the target itself.
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JumpToStrategy
Parameter:
Strategy Name
:
STRING
or variable (representing a string for the strategy name)
Return value type:
VOID
This function starts a strategy saved as a script in Configuration Layer; the name of the script is passed as a parameter.
Important Information
•
When using the JumpToStrategy function, be careful that you do not design the new strategy to which the function is calling such that the new strategy calls the original strategy in which the function is located, thus causing an infinite loop.
•
There is one possible error message:
0018 Unknown object
—unable to create strategy
MultiSkill
Parameters:
Stat Server
:
STRING
or variable (representing a string for the
Stat Server)
Skill Expression
: expression or variable
Return value type:
STRING
This function is equivalent to the CreateSkillGroup function with an absent agent group, and returns an agent group in the following format:
?:SkillExpression@Oxana_SServer.GA
URS 7.x handles a skill expression exactly like an agent group. The only difference is you cannot ask for a statistic on the group of agents that fit the skill expression. URS understands a target specification like:
?GroupName:[email protected]
as all agent from
<group_name> with the specified skill.
Function MultiSkill no longer returns a list of targets with AGENT type, but an expression as mentioned above.
When selecting a Stat Server, the value can be specified in two ways:
•
Enter the Stat Server manually.
•
From the dialog box, click inside the
Value
field and select a Stat Server from the resulting
Key dialog box. Or click
Variable
, and then select or enter a value. The values available are for the configured Stat Server. The values available for the Variable type are the variables included in the
Variable list.
The skill expression can use skills, variables, numeric constants, and statistics to filter out agents based on their state. The statistic name in a skill expression can be any agent statistic used in the function SData. It must be written in the
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$(statistic)
. This ability to use statistics in a skill expression allows you to conduct queries based on a statistic.
Skill Expression must be a string constant with enclosing quotation marks; its
syntax is described in “Logical Expressions” on
page 88
.
Important Information
•
For URS, the statement agent has not the skill Skill_C
equals agent has Skill_C=0
. An agent with
Skill_C=0
is a good target for the condition
Skill_C < 5
. In this case, in to select agents who have skill
Skill_C
but with
Skill_C
less than 5, write the following condition:
Skill_C < 5 &
Skill_C > 0
or, alternatively,
Skill_C<5 & Skill_C != 0
.
•
MultiSkill is equivalent to CreateSkillGroup with an empty group.
OnCallAbandoned
Parameter:
Strategy Name
Return value type:
VOID
This function specifies the emergency strategy, saved as script in
Configuration Layer, to be executed if an interaction is abandoned. The name of the script is passed as a parameter. When the emergency strategy is executed, the interaction no longer exists (it was abandoned). Because the interaction no longer exists, this function is not intended to execute any routing or treatment instructions. The strategy used is intended to provide reporting information; it cannot execute routing instructions.
OnRouteError
Parameters:
Error
:
Integer
Option
:
STRING or variable
Return value type:
VOID
This function allows you to specify an individual URS reaction for every type of error. If used, this option overwrites option on_route_error for the current interaction. In the case of an error, URS behaves in following way:
•
Checks if OnRouteError function was executed for this type of error. If yes, then URS behaves as the function specifies.
•
Otherwise, checks if there is a URS-hardcoded reaction for this error. If yes, then URS executes this reaction.
Checks option o n_route_error
page 549
) and behaves accordingly.
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Miscellaneous Functions
Note:
The Print function in Universal Routing 7.x prints the string in the log at the interaction-level. This means it can show up in the Solution
Control Interface (SCI), which allows trouble shooting from SCI.
Parameter:
String
:
STRING
or variable (representing a string). The total length should not exceed 16,000 bytes.
Return value type:
VOID
This function prints strings in the URS log file. Use a variable if you want to print a series of strings.
Rand
Parameters:
Interval
:
INTEGER
or variable
Return value type:
INTEGER
This function returns a random integer between a value of 1 and max.
ReleaseCall
Parameters: none
Return value type:
STRING
(target)
This function releases the current interaction if it has not already been routed.
The returned value can be either
return:ok
or return:error
.
The function first checks whether the operation is possible. This verification can result in the following errors:
•
0001 Unknown error
—for example, a failure to send request to release interaction.
•
0002 Transfer in progress
—another transfer is in progress; this error message will be returned, if URS has sent an instruction to T-Server to transfer the interaction between two DNs and if, at the time the
ReleaseCall function is invoked, no notification has been received by URS about the interaction reaching a DN after the transfer. This state can only be possible because treatments are running while the strategy executes the function.
•
0003 Treatment in progress
—this error will occur if ReleaseCall is invoked after URS has issued an instruction for T-Server to start a treatment but before T-Server responds with EventTreatmentApplied,
EventTreatmentNotApplied, or EventError.
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•
0004 Call is on hold
—the agent puts the interaction on hold; this error message will be returned either if the interaction is put on hold at a DN for which URS is registered or if the interaction cannot be found on any of the
DNs for which URS is registered.
•
0005 Call is gone
.
•
0006 Operation impossible
—the interaction cannot be released now; this error message will be returned if EventRinging has come for the current
DN, but EventEstablished has not yet been received.
•
0008 Routing done
—not permitted in postrouting; this message will be returned if the interaction has already been routed successfully by the function RouteCall or by a Routing object, or if the interaction has been force-routed either by the function TRoute or by combining the Force object with a Routing object.
If none of the above errors are discovered, URS instructs T-Server to release the interaction from the current DN.
Note:
Release is possible only for a DN that can receive
EventEstablished
.
This function does not work for routing points because
EventEstablished
is not generated for routing points.
ResetBusyTreatments
Parameters: none
Return value type:
VOID
This function clears the buffer of busy treatments and can suspend the strategy for the current call until the call state becomes appropriate for beginning the next treatment.
Usually used by IRD automatically. You can use it explicitly in order to synchronize busy treatments with mandatory treatments—to make sure that a mandatory treatment can be appropriately started.
SelectTargetsByThreshold
Parameters:
Targets list
:
STRING
or variable (representing a commaseparated target list)
Statistic
:
STRING or variable (representing a string for the statistic)
Threshold Value: INTEGER or variable
Note:
Statistic and
Threshold Value are rounded to
INTEGER before comparison.
Condition: ReadyIfLess
(default),
ReadyIfGreater
,
ReadyIfNotLess
,
ReadyIfNotGreater
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Return value type:
STRING
(comma-separated list of targets)
Finds the best available target(s) from a list of targets by applying a statistic with a threshold comparison against the input target list. This function returns a subset of the
Targets List parameter (possibly empty).
Note:
There is also a Genesys-supplied macro for postprocessing of output
target lists. See “DelimitTargetList Macro” on
page 130
SelectTargets
Parameters:
Quota type
:
QuotaMin, QuotaTarget, QuotaMax
, or variable
Targets list
:
STRING
or variable (representing a commaseparated target list)
Return value type:
STRING
(comma-separated target list)
This function removes from a list of Agent Groups, Place Groups, or queue targets those targets that have already received a number of calls in excess of their quota for the interval when the function is called. These types of quotas are specified in the Configuration Database in
Statistical Days
belonging to
Statistical Tables
of type
Quota Table
, associated with each of the Agent
Groups or Place groups. The queue is associated with that
Quota Table
that is associated with an Agent Group for which the queue is an origination DN. If no agent group is found, the queue is associated with the
Quota Table
that is associated to an Agent Group named after the alias of the queue.
The
Quota type
parameter indicates which of the three relevant entries in the statistical day will be treated as the current quota.
The
Targets list
parameter can be:
•
A variable for the target list
•
A string of comma-separated high-level agent group or place group targets
(in the format
or
). Initial and final spaces and spaces contiguous with commas are ignored.
If an Agent Group or Place Group target on the list has no
Quota Table
(see
“Configuring Quota Tables Associated to Groups of Agents or Places” on
page 444
) associated with it or no
Statistical Day
in the table matches the current date, the target is retained in the list returned by the function: it has not exceeded its quota since no quota was set for it.
Always submit
, as the
Targets list
argument, lists that contain only Agent
Group and Place Group targets in the complete high-level target format.
However, if the function encounters a list element in a different format, it does one of the following:
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•
If the element is a syntactically correct target in the complete high-level format but its type is not Group of Agents or Group of Places, the target is retained in the list returned by the function.
•
If the element is not a syntactically correct target in the complete highlevel format, including targets with an omitted type or location, it will be dropped from the list.
Important Information
•
If SelectTargets on queues is used, make sure that every queue for which you use SelectTargets is listed as an origination DN for at most one Agent
Group.
•
If more than one group or queue is associated with the same table, then the calls routed to all of them are counted together. That is, the quota is interpreted as a limit on the total number of calls routed to groups and queues associated with the same table. Therefore, you must set up individual
Quota Tables
for groups and queues that you want to consider separately, even if these tables consist of the same
Statistical Days
.
Configuring Quota Tables Associated to Groups of Agents or Places
A
Quota Table
is configured in Configuration Manager as a
Statistical Table object of
Quota Table
type (see the Configuration Manager documentation for more details on the process of configuration). The
Quota Table
associated with an Agent Group or a Place Group must be specified inside the Advanced properties of the group. The same Quota Table can be associated with more than one Agent Group or Place Group.
The
Quota Table
must contain
Statistical Days
. Use the information about
Statistical Days
on
page 487
, but not the information about Statistical
Values. The relevant values for Statistical Values are as follows:
Statistical Value 1
,
Statistical Value 2
, and
Statistical Value 3
for each Interval of the day—during every interval. Value 1 is used when
Quota type has a value of 0 (
QuotaMin
). Value 2 is used when Quota type has a value of 1 (
QuotaTarget
). Value 3 is used when Quota type has a value of 2 (
QuotaMax
).
All other properties of
Statistical Days
are irrelevant for the purpose of setting up quotas.
Note:
The same
Statistical Day
can belong to more than one
Quota Table
.
SendEvent
Parameters:
Type
(type of distributed event):
EventQueued, EventDiverted, EventRinging, EventDialing,
EventEstablished, EventReleased, EventHeld,
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EventRetrieved, EventRouteRequest, EventRouteUsed,
EventDigitsCollected, EventAttachedDataChanged,
EventUserEvent, EventAbandoned, EventDialing, EventError,
EventNoEvent, EventPartyAdded, EventPartyChanged,
EventPartyDeleted, EventPrivateInfo,
EventTreatmentApplied, EventTreatmentEnd,
EventTreatmentNotApplied or variable
Event: STRING
(list) or variable (representing a string for the event)
Return value type:
VOID
URS automatically distributes an event on virtual queues in a strategy. The function provides explicit control to distribute specified events on any desired
DN.
The
Type
parameter is the type of distributed event for this function.
The
Event
parameter can be empty. If specified, the string or the variable
(representing the string) must be in the key-value list format using one of the following keys: event, thisdn, otherdn, thirdpartydn, dnis, ani, collecteddigits, referenceid, userdata
, and extensions
.
Parameters should appear in key-value pairs. User Data should appear in the format, userdata.xxxx:yyyy
, where xxxx
is the key and yyyy
is the value. For example, to distribute the User Event with attached data xxxx=12345
and yyyy = asdfgh
, and
DNIS = 123456789
, then SendEvent would be written as follows:
SendEvent(EventUserEvent,
’dnis:123456789|userdata.xxxx:12345|userdata.yyyy:asdfgh’)
The following error is possible:
•
0001 Unknown error
tserver Key
You can send a User Event to any DN on a T-Server to which URS connects.
Do this via the
Event parameter, which is extended with one more key: tserver
. For its value, enter the name of the primary T-Server to receive the
Event. If no such T-Server exists or is closed, the interaction exits through the red port.
To instruct URS to only send User Events and not react to Events from the T-
Server (for example,
EventRouteRequests
), set URS option event_arrive
to none for this T-Server.
Figure 196
tserver
.
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Figure 196: SendEvent Function, Use of tserver Key
SendRequest
Parameters:
Type STRING or variable
(type of distributed request)
:
RequestAgentNotReady, RequestAgentReady,
RequestAnswerCall, RequestApplyTreatment,
RequestCallForwardSet, RequestDistributeUserEvent,
RequestMakeCall, RequestPrivateService,
RequestRedirectCall
(see note below)
, RequestReleaseCall,
RequestRouteCall, RequestpdateUserData, end_test, test_var
Request: STRING
(list) or variable (representing a string for the request), end_test, test_var
Return value type:
VOID
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This function, used by several of the predefined macros (see “Macro” on
page 122
) makes it possible to send Request messages to T-Server, such as
messages notifying of ring-no-answer situations (see
Figure 197
).
Reference Manual
Figure 197: SendRequest Function, Value Dropdown Menu
The
Type
parameter is the type of request for this function.
Note:
You must use the Exit object (see
page 119
RequestRedirectCall
. If either the
RedirectCall
or
RedirectCallMakeNotReady
macro (see
page 122
strategy, you must end the green port branch of those objects with the
Exit object. The red port is used only if the last function in the macro returns an error; otherwise the interaction goes through the green port.
To determine what event and request messages your T-Server supports, consult your particular T-Server’s deployment guide. For example, if your T-Server is
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Avaya ECS (MV), consult the Framework 7.6 T-Server and HA Proxy for
Avaya DEFINITY ECS (MV) Deployment Guide.
Each T-Server deployment guide has a “Supported Functionality” section (Part
Two). This section contains a table with the following columns: Feature
Request, Request Subtype, Corresponding Event, Supported.
Table 101
an example.
Table 101: Example T-Server Supported Functionality
Feature Request
TCallSetForward
Request Subtype
None
Unconditional
OnBusy
OnNoAnswer
OnBusyAndNoAnswer
SendAllCalls
Corresponding
Event
EventForwardSet
Y
Y
Y
Y
Y
Y
Supported
The
Request
parameter in SendRequest can be empty. If specified, the string or the variable (representing the string) must be in the key-value list format using one of the following keys: event, thisdn, otherdn, thirdpartydn, dnis, ani, collecteddigits, referenceid, userdata
, and extensions
.
Handling Ring-No-Answer Situations
If your switch/T-Server supports it, the SendRequest function can be used to handle ring-no-answer situations at the strategy level. An example ring-noanswer scenario is as follows:
•
An agent steps out without selecting the desktop function that assigns an agent not ready state.
•
A call comes in, which URS distributes to the agent who has stepped out.
•
Since the agent is away, the call rings but is not answered. Instead, the call distributed by URS to the agent is lost.
To prevent this type of situation from occurring, URS must:
•
Determine that a ring-no-answer situation exists.
•
Redirect the call to another available agent without wasting any additional wait time.
•
Prevent further distribution of calls to the agent until he/she becomes available again.
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Implementation
IRD provides and URS implements a ring-no-answer solution using function
SendRequest, which makes it possible to send to send various requests (see the
dropdown menu in Figure 197 on
page 447
) to T-Server. The ring-no-answer
solution presented here requires only two of the available requests presented in
the SendRequest dropdown menu Figure 197 on
page 447
RequestAgentNotReady and RequestRedirectCall.
The redirect functionality is implemented on the strategy level as follows:
•
URS is registered on all agents DNs.
•
An initial strategy loaded on these DNs checks for a ring-no-answer situation.
•
If the ring-no-answer situation exists, a second strategy redirects the call to some local routing point.
•
At the local routing point, a third strategy routes the call to an available agent.
Note:
In general, only local redirection is possible, so the third strategy is required.
page 122
) provides the interface for implementing the solution with three predefined macros:
1. RedirectCall[Local Routing Point]
2.
RedirectCallMakeNotReady[Local Routing Point]
3.
MakeAgentNotReady[]
Determining Whether Your T-Server Supports Redirect
Since the possibility of issuing RequestRedirectCall from a routing strategy is a basic part of the ring-no-answer solution at the strategy level, you must first determine whether your T-Server supports this type of request.
For the purpose of making this determination, Genesys T-Servers are grouped into three different groups:
•
Group #1: T-Servers that support the TRedirect command based on switch functionality (example: T-Server NEC NEAX/APEX).
•
Group #2: T-Servers that can emulate the TRedirect command when the switch does not support this functionality (example: T-Server EADS
Intecom M6880).
•
Group #3: T-Servers that do not support the TRedirect command
(example: T-Server Meridian).
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T-Server Groups #1 and #2
T-Server Groups #1 and #2 are identical since they provide identical TEvent flow to their clients. Both kinds of T-Servers fully support implementation of
the ring-no-answer solution presented here without restrictions.
Figure 198
shows an example simple redirecting strategy for the solution:
Figure 198: Example Simple Redirect Strategy
This type of redirecting strategy is loaded on every agent’s DN. The signal for
URS to start the strategy is EventRinging on a DN.
Loading the Redirecting Strategy on Agent DNs
1. In Configuration Manager, highlight all the desired DNs.
2.
Right-click to bring up a context menu.
3.
Right-click and select
Manage Options from the shortcut menu. The
Multiple Objects Update Wizard opens (See
Figure 199
).
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Figure 199: Configuration Manager Multiple Objects Update Wizard
This wizard takes multiple selected objects and allows you to simultaneously apply identical operations to options in the
Annex tab.
4.
Click
Next
and then
Modify Annex
in the Multiple Objects Update Wizard and do the following into the
Annex tab of each DN:
Create a section with the name of the URS Application.
Create option strategy
. Assign the value as the name of the redirecting strategy.
Create option event_arrive
with the value of ringing
5.
If a backup URS is used, add the same options for it as well.
What Happens During Ring-No-Answer
With the above solution, the following happens:
•
After EventRinging happens on the agent DN, URS starts the strategy (see
page 450
). The first operand in the strategy is the
SuspendForEvent function for EventEstablished on this DN
(EventEstablished is a sign that a call was answered by an agent).
•
If there is no EventEstablished after a specified timeout (7 seconds in this case), then macro RedirectCallMakeNotReady is executed. This macro sends two requests to TServer: RequestRedirectCall to a local route point
(7005) and RequestAgentNotReady.
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•
As a result, the call is redirected to the local route point and the agent sent into a not ready state.
•
The strategy loaded on the local route point redistributes the call to another available agent.
To keep the call’s original position in queue and avoid additional waiting for redirected calls, you could use the PriorityTuning function (see
page 509
) with
UseAgeOfInteraction parameter set to true
. In this case:
•
Functions PriorityTuning (
UseAgeOfInteraction = true
) and
SetInteractionAge ( keep = true
) are added to the main routing strategy.
•
Function PriorityTuning (
UseAgeOfInteraction = true
) is added to the third strategy to switch on using Age Of Interaction priority tuning on the local route point.
T-Server Group #3
If your T-Server belongs to Group #3 (see
page 449
redirecting an existing call to another available agent when a ring-no-answer situation occurs. However, it is still possible to put the agent into a not ready state.
Figure 200
uses the predefined macro MakeAgentNotReady.
452
Figure 200: Example Simple MakeAgentNotReady Strategy
Figure 200
, after the waiting time for EventEstablished expires, macro MakeAgentNotReady sends RequestAgentNotReady. The call that activated this strategy is lost, but the agent is sent into a not ready state.
Note:
If loss of the first call is not acceptable, then the call can be delivered to a local route point by transfer (for example, TRoute function). In this case, the call will be counted as answered by Stat Server.
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Custom Macro Examples
In many cases, the predefined macros (see
page 71
) will satisfy the requirements for a ring-no-answer solution. In other cases, the predefined macros can serve as samples for creating custom macros to meet specific customer requirements.
Example #1
The predefined macro RedirectCallMakeNotReady issues a
RequestAgentNotReady where attribute
ThisDN
is the same as
ThisDN
in the event that started strategy (in this case, the number of the DN where the strategy is loaded). For some T-Servers, this may not be acceptable.
Example #2
On the Meridian switch, an agent usually has two DNs: Extension and
Position. A call from a route point can be distributed only to the agent’s
Extension DN, but in macro RequestAgentNotReady, TServer expects the number of the Position DN. In this case, you would need to define a custom macro named, for example, macro MakeAgentNotReady_Meridian, which has two input parameters: thisdn
and queue
Figure 201
).
Figure 201: Example Custom Macro, MakeAgentNotReady_Meridian
It is assumed that number of the agent’s position DN is defined in the strategy and sent to the macro.
Figure 202
shows strategy which is loaded on the agent
Extension DN and able to determine number of the agent’s position DN.
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Figure 202: Example Strategy for Obtaining Agent’s Position DN
Figure 202
:
•
The URS option report_targets is set to true
in order to have key-value pair
RTargetPlaceSelected
(agent’s Place attached to the call).
•
The sequence of functions is as follows:
CheckAgentState[false]
UseDNType[CFGACDPosition] place = UData[RTargetPlaceSelected] place = Cat[place,'@Stat_Server.AP'] x = SelectDN['','','','',place,'','','','','','','','','',] x = SuspendForDN[2000] x = ListGetString[2,x] where place and x are variables invoking the agent’s position DN.
•
The macro MakeAgentNotReady_Meridian is called.
Example #3
Predefined macro RedirectCallMakeNotReady issues requests in the following sequence:
1. RequestAgentNotReady
2.
RequestRedirectCall.
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The G3 Switch (T-Server Avaya Definity ECS (MV)) cannot process
RequestAgentNotReady while EventRinging happens on agent's DN. In this case, you could create a custom macro, which sends RequestRedirectCall first.
T-Servers That Do Not Provide TRedirect
As alternative for T-Servers that do not provide TRedirect in any form, but support SetCallForward, this type request might be used to address ring-noanswer scenarios. Here, the agent needs to recognize and cancel forwarding when he/she becomes available again.
In this case:
•
Further distribution of calls to the agent cannot be prevented (until he/she becomes available again.
•
All calls (except for the first one that activates SetCallForward) are forwarded to an additional local route point.
•
An additional routing strategy routes calls back to another local route point where a strategy for redistributing calls is loaded.
This type of ring-no-answer solution requires four strategies:
1. The main routing strategy.
2.
A forwarding strategy loaded on agent’s DN.
3.
An additional strategy loaded on additional local route point.
4.
A redistributing strategy loaded on a local route point.
The additional local route point is necessary due to the impossibility of forwarding a call to the route point from which it arrived. So if a call was redistributed by a strategy from route point A to the agent, it should be forwarded first to route point B and then routed back to route point A.
Figure 203
shows an example forwarding strategy.
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Figure 203: Example Forwarding Strategy
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Figure 204
shows the macro SetCallForward used in the example forwarding
strategy.
Figure 204: Example Custom Macro CallSetForward
ServerStatus
Parameter:
Server name
:
STRING
or variable (representing a string for the server)
Return value type:
INTEGER
This function verifies the status of the specified server. It returns a value of -2,
-1, or 1. A return of -1 means that the server is not available; a 1 means that the server is available. For T-Servers, a return of -2 means URS is connected to the
T-Server but the T-Server is not connected to its switch; 1 means URS is connected to the specified T-Server and the T-Server is connected to its switch.
When selecting a Server, the value can be specified in two ways:
•
Enter the Server name manually.
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•
From the dialog box, click inside the
Value
field and select a Stat Server from the resulting
Key dialog box. Or click
Variable
, and then select or enter a value. The values available for are the configured Server. The values available for the Variable type are the variables included in the
Variable list.
SetInteractionAge
Note:
For additional information, see the section on business-priority routing in the Universal Routing 7.6 Routing Application Configuration Guide.
Parameters:
Keep
:
INTEGER
(true or false)
Return value type:
VOID
Use this function to overwrite the default age of interaction. SetInteractionAge can be useful if the age of the interaction will be used for placing interactions into waiting queues (see the PriorityTuning function on
page 509
Definition: Interaction age is the time accumulated since the interaction was known by Genesys (normally set at the very first route point the interaction enters).
By default, interaction age is defined by the time of the last
EventRouteRequest
. However, if an interaction is going to be routed more then once (for example, if an agent transfers an interaction on a routing point for re-routing or if the Voice Callback Universal Callback Server resubmits a callback interaction to URS), the time of the last
EventRouteRequest
is not always the best way to define interaction age.
•
SetInteractionAge
[true]
fixes the current interaction age so that it does not depend on subsequent routing events.
•
SetInteractionAge
[false]
unfixes the age of interaction so it again will be defined by the moment of the last
EventRouteRequest
.
Setting up Priority Tuning with Age of Interaction
Use function SetInteractionAge(
Keep
) to timestamp an interaction. Age of interaction will be counted from the timestamp moment on.
Then use function PriorityTuning (
UseAgeOfInteraction, <...>
) to prioritize this interaction among others in existing queue according to their age. Set parameter UseAgeOfInteraction to true
Use Case:
•
Interactions queued by FIFO.
•
Business process and call flow requires many transfers/collaborations.
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•
The age of interaction should be known in order to adjust priority based on age.
In a strategy, the setup might appear as shown in
Figure 205
Figure 205: Example of SetInteractionAge Function in Strategy
Note:
Once set with SetInteractionAge
[true]
, the age of interaction remains in effect (persist with interaction) for the rest of interaction life or until explicitly cleared with SetInteractionAge
[false]
.
SetLastError
Parameters:
Error Code (INTEGER)
Return value type:
VOID
Usually error conditions in strategies are raised by some error that occurs while the interaction is handled by a strategy object. This function enables the strategy to generate an error based on a strategy decision.
For example, after analyzing subroutine input parameters, this function can generate an error if one or more parameters are invalid. Use it to flag subroutine errors by specifying what is considered an error in a subroutine
(beyond just flowing out the red error port). Then, when control is returned to the calling strategy, the flow continues out the red port of the Call Strategy object.
For example, assume subroutine
F[a, b] should return a/b
. Then inside the strategy, you can check if b is
0 and, if it is, then set an error code and return.
The interaction flow continues through the red port of the Call Subroutine object.
The input parameter of this function is an error code (for the list of error codes,
page 117
).
Figure 206
shows the error code dropdown list in
the properties dialog box for the SetLastError function.
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Figure 206: SetLastError Function
Note:
Do not be confused by the text that follows each error code, which is there simply for the convenience of the user. URS works with integer error codes. Because of the explanatory text that follows, IRD uses strings, but these strings are converted to real numbers in order for
URS to work with them. The starting part of the string is converted to a number; everything else is discarded.
Control will flow out the red port by selecting any item in the list except
‘0000
No error.’
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Error Codes That Makes Sense
Assume you have a strategy that performs a database lookup and the lookup returns null. Technically, the null is not an error, but, in terms of strategy/business objectives, it could be an error. If there is a condition checking for this, the error branch could go right to a SetLastError function object.
In the SetLastError function object, if you pick any item in the dropdown list except for ‘
0000 no error’
page 117
), control would go out the red port to a Call Subroutine object in the calling strategy. Though this might be the desired result, it is better to pick something from the list that makes sense for the given error condition. For the above example,
‘0022 No data’
is a logical choice. If you picked
‘0012 Bad target’, this selection would work, but could be confusing for another developer studying your strategy.
If you want to flag a branch in a strategy as an error by using a variable, it is recommended to use an INTEGER variable with a non-zero value. This variable can then be passed as the input parameter to the SetLastError function.
Pick a non-zero value that maps to one of the strings in the dropdown that makes sense given the error condition.
Note:
Also see the object “Error Segmentation” on
page 116
.
SuspendForEvent
Parameters:
Timeout
:
INTEGER
or variable
Type
: (type of distributed event):
EventQueued, EventDiverted,
EventRinging, EventDialing, EventEstablished,
EventReleased, EventHeld, EventRetrieved,
EventRouteRequest, EventRouteUsed, EventDigitsCollected,
EventAttachedDataChanged
, or
EventUserEvent
or variable
Event
:
STRING
(list) or variable (representing a string for the event)
Return value type:
STRING
This function synchronizes a strategy’s execution with an external event. URS will suspend a strategy’s execution until it receives the specified event. Upon receiving the event, the function returns event_description in a key-value list format as specified in the
SendEvent
description with an additional key, return:ok
. If the event doesn’t arrive within the specified timeout, the function returns the string, return:timeout
.
The
Timeout
parameter is the maximum time, in milliseconds, to wait for the event.
The
Type
parameter is the type of distributed event for this function.
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The
Event
parameter can be empty. If specified, the string or the variable
(representing the string) must be in the key-value list format using one of the following keys: event, thisdn, otherdn, thirdpartydn, dnis, ani, collecteddigits, referenceid, userdata
, and extensions
.
Parameters should appear in key-value pairs. User Data should appear in the format, userdata.xxxx:yyyy
, where xxxx
is the key and yyyy
is the value. For example, a string value to suspend a strategy for no more than 5 seconds (5000 milliseconds), until the data xxxx=12345
is attached,
SuspendForEvent
would be written as follows:
SuspendForEvent(5000, EventAttachedDataChanged,
‘userdata.xxxx:12345’)
The following errors are possible:
•
-001 Timeout
Note:
The SuspendForEvent function can only correctly detect events that contain the
ConnectionId
attribute.
TargetComponentSelected
Parameters: none
Return value type:
STRING
This function returns the agent-level target to which the interaction was routed definitively.
•
If the interaction has not been routed definitively yet, the function returns an empty string.
•
If the target specified in strategy and selected for routing is of type
Agent
,
Place
,
Queue
, or
Routing Point
, the function returns this target itself.
•
If the target type is
Agent Group
,
Place Group
,
Queue Group
the function returns the agent, place or queue from the corresponding group the interaction was sent to.
TargetObjectSelected
Parameters: none
Return value type:
STRING
This function returns the high-level target (one that you specify in a strategy) to which the interaction was routed definitively. If the interaction has not yet been routed definitively, the function returns the empty string. If a skill expression is used, the function returns:
or even
?
GroupName:[email protected]
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page 462
.
TargetSelected
Parameters: none
Return value type:
STRING
This function returns the DN and the switch name of the target to which the interaction was routed definitively; the result is returned in an apparent highlevel target format (
). If the interaction has not yet been routed definitively, the function returns the empty string. The Type of the target selected is one of the following high level Types as described in the
Framework 7.6 Stat Server User's Guide: Agent, Place, Queue, QueueGroup,
RoutePoint, GroupAgents, or GroupPlaces.
Function Comparison
Every routing destination can be described on three levels: Group, Agent, and
DN. Each level has its own function.
•
TargetObjectSelected for Group level.
•
TargetSelected for DN level
•
TargetComponentSelected for Agent level
If the Group level is absent (for targets of type Agent or Place, for example), the functions TargetObjectSelected and TargetComponentSelected are identical. Since URS considers a skill expression as a group of agents, all three functions can be used to report skill criteria.
Example Output
Assume the following:
•
The Agent is ready on a Switch DN and is member of an Agent Group.
•
The Agent is associated with a Place and the Place is member of a Place
Group.
•
The Agent has the skill
Spanish = 5
.
•
A DN of type ACDQueue with number 2222 on the Switch, alias
Queue2222, that is member of a Queue Group.
Table 102
shows the results of using each function for different targets.
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Table 102: Target Function Comparison
Target:
QueueGroup@statserver.
GQ
Function
TargetSelecte d
Function
TargetObjectSelected
Q
Q
Function
TargetComponentS elected
AgentGroup@statserver.
GA
P
MultiSkill(Spanish>3)
[email protected] [email protected]
[email protected] [email protected] [email protected]
[email protected] [email protected]
CreateSkillGroup(AgentG roup, Spanish>3)
[email protected] ?:Spanish>[email protected] [email protected]
[email protected] ?AgentGroup:Spanish>3@s tatserver.GA
[email protected] [email protected]
Queue222@statserver.
Q
Queue222@statserver.
Q
Note:
The report_targets option controls whether URS attaches information on high level routing targets to the interaction. See
page 562
for more information.
Timeout
Parameter:
Value:
INTEGER
or variable
Return value type:
VOID
This function specifies how long, in seconds, the interaction will be held before being routed to the default destination if it has not already been routed elsewhere.
UpdateScript
Parameters:
Script
:
STRING
or variable (representing a string for the script)
Return value type:
VOID
This function attaches a special key-value pair describing the selected IVR script to the interaction User Data. The key is
MyScript
with the database ID
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0
.) The value for the key-value pair is the script name.
This function can be used for Voice Treatment Option (VTO) as a part of treatment objects (busy or mandatory) to provide script information required by VTO.
This function returns no errors.
UseAgentState
Parameters:
String
or variable (representing the Agent State)
Return value type:
VOID
This function specifies the agent state URS will use instead of the default reported by Stat Server.
To use this option you must first set up URS as follows:
1. In the
Annex or
Options tab of the URS application, create a section called
AgentStates
(case sensitive).
2.
Within that section, create an option for every user-defined agent state.
URS can accept up to 32 options in the
AgentStates section.
3.
For each option, specify its value in the format:
Function[DN type]<op1>Function[DN type]<op1>...Function[DN type]<op2>number
(Format1 expression)<op3>(Format1 expression)<op3>…
where
Function[DN type]
is one of the following predefined functions:
ready[DN type]
- which returns the number of agent DNs of the specified type are in the ready state at the current moment
busy [DN type]
- which returns the number of agent DNs of the specified type are in the busy state at the current moment
DN type for these predefined functions is the agent’s DN. Types include
ACDPosition, Extension, E-mail, Eaport, Cellular,
Chat, Cobrowse, Fax, Voicemail, Voip, Video
, and
Workflow
.
op1
is an operator of either plus (+) or minus (-) op2
is an operator of either greater than (>), less than (<), or equal to
(=) op3
is logical operator either or (|) or and (&) multiplication (*) division (/) number
is zero or any positive number to evaluate the expression
For example, the agent is defined as ready if the agent has no calls on extension or position busy[extension]+busy[acdposition] = 0
. An agent in this state will be considered not ready if the agent has at least one call on
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Important Information
•
When using the UseAgentState function, whole numbers are rounded (
1.25 is counted as
1
).
•
Option values cannot contain spaces.
•
If you want to use AgentStates for a backup URS in addition to the primary
URS, create an identical AgentStates section in the backup URS.
•
When using this function, you must use lowercase DN Types without "-"
(hyphen). For example, use “email” not “E-mail”.
•
If function CheckAgentState is set to false (see description on
page 427
URS ignores any agent state, either the default one (reported by Stat
Server) or the user-defined one (as described above).
•
URS uses integer arithmetic in its calculations, such as for agent state and skill expression evaluation. For this reason, you must always create expressions based on integer arithmetic, not float.
UseAgentStatistics
Parameters: true or false
(default):
INTEGER
or variable
Return value type: VOID
UseAgentStatistics is a universal function that may be used for any appropriate statistic. It can also be used for cost-based routing, which is described in the
Universal Routing 7.6 Cost-Based Routing Configuration Guide. This function makes URS apply statistics for target selection at level of individual Agents or
Places even if targets are groups of corresponding objects, such as Agent
Groups or Place Groups.
VQSelected
Parameters: none
Return value type:
STRING
When called as a postrouting action, this function returns the alias of the virtual queue that URS selected. If no virtual queue is specified for the target list or if the interaction has not yet been routed when the function is called, the empty string is returned.
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Reporting Functions
Figure 207
Function Properties dialog box with
Reporting selected.
Peg
466
Figure 207: Function Properties Dialog Box, Reporting Functions
This section presents functions in the
Reporting
page 366
).
Parameters:
Peg Name
:
STRING
or variable (representing a string for the peg name)
Increment
:
INTEGER
or variable
Return value type:
VOID
This function creates a user-defined peg—a key-value pair of data to attach to the interaction. At the first call of the function for a given
Peg Name
, the value of the peg with that name is set to the value of the Increment argument. Every
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Peg Name
adds Increment to the previous value of the peg. Before URS directs T-Server to route the interaction, it attaches to the interaction the pair with the key
Peg Name
and with the value of the sum of all encountered increments.
URS sends peg data along with previously attached data to a remote T-Server in the external routing dialog box (conducted by URS if the option use_extrouter
is set to true
).
See Chapter 6, “Automatically Attached Pegs,”
page 607
about the peg function.
PegSF
In addition to user-defined pegs, there is a set of automatic pegs that URS can attach to an interaction in certain circumstances. All automatic pegs are always incremented by
1
with exception of PegSF, which does not increment with each interaction. Instead, a new peg is created. URS only attaches it when a
Service Level routing rule is encountered in a strategy. PegSF does not provide real-time information about achieving Service Level specifications. URS calculates the peg value based on an average of the levels for the first 50 calls or every 30 seconds, whichever comes first.
Important Information
•
External routing for T-Servers is now called Inter Server Call Control
(ISCC)
PegValue
Parameters:
Object
:
STRING
(high-level target) or variable (representing a string for the target)
Statistic
:
STRING
or variable (representing a string for the statistic)
Return value type:
FLOAT
This function operates in the same way as SData (see
page 479
types in the dialog box for the Object and Statistic parameters include:
•
Agent
•
Agent Group
•
Destination Label
•
Place
•
Place Group
•
Queue
•
Queue Group
•
Routing Point (virtual and real)
•
Variable
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For all types but
Variable
, you also specify the name of the object for the selected type and its location (the Stat Server name). For the
Variable type, select the name of the variable only.
The following errors are possible:
•
0001 Unknown error
•
0013 Remote error
•
0014 Unknown server
•
0015 Closed server
Statistical Functions
Figure 208
Function Properties
dialog box with
Statistical selected.
468
Figure 208: Function Properties Dialog Box, Statistical Functions
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The
Statistical
group of functions calculate internal statistical information on the work of URS, such as how many interactions have been distributed from some point, how many have failed to be distributed, where the current interaction is placed in an internal queue, how long it takes on average for an interaction to be distributed, and so on.
Note:
The Function object does not list the following predefined functions: sdata
, acfgdata
, callage
, lcfgdata
. You cannot select these functions in the Function Properties dialog box. They can only be selected in the
Threshold Expression Properties dialog box. For more information on these specialized functions, see the chapter on Share Agent By
Service Level Agreement Routing in the Universal Routing 7.6
Routing Application Configuration Guide.
CallsDistributed
Parameters:
Object: Router, RoutingPoint, or VirtualQueue
Virtual Queue Name
:
STRING
or variable (representing the string for the virtual queue) for virtual queue objects only
Return value type:
INTEGER
This function returns the total number of calls that have been distributed by
URS from the object specified by the parameters. This total number is counted from the moment URS was started to the current moment. URS considers an interaction distributed as soon as it sends a routing instruction to T-Server.
If the value of the
Object
parameter is
Router
, then the result is the total number of calls that URS has distributed from all routing points.
If the value of the
Object
parameter is
RoutingPoint
, then the result is the total number of calls distributed from the same routing point as the current interaction.
If the value of the
Object
parameter is
VirtualQueue
, then the result is the total number of calls distributed from the virtual queue specified by the second parameter. The value of the parameter must be a virtual queue name and can be specified in two ways:
•
Enter the name manually.
•
From the dialog box, click inside the
Value
field and select
Router
,
RoutingPoint
or
VirtualQueue
from the resulting
Key dialog box. The values available are the configured virtual queues. Or click
Variable
, and then select or enter a value. The values available for the
Variable
type are the variables included in the Variable list.
No value for the parameter
Virtual Queue Name
can be specified if the
Object parameter has a value of
Router or
RoutingPoint
.
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Important Information
•
Since an interaction can wait in several virtual queues at the same time, it is important to understand that an interaction is considered distributed from a virtual queue if the target to which the interaction is routed is selected from that virtual queue. The same target can receive interactions from different virtual queues.
CallsEntered
Parameters:
Object: Router, RoutingPoint
, or
VirtualQueue
Virtual Queue Name
:
STRING
or variable (representing the string for the virtual queue) for virtual queue objects only
Return value type:
INTEGER
•
If the
Object
parameter has a value of
Router
, then this function returns the total number of calls for which URS has received routing requests since it started work.
•
If the
Object
parameter has a value of
RoutingPoint
, then this function returns the total number of calls for which URS has received routing requests from the same routing point as that of the current interaction.
•
If the
Object
parameter has a value of
VirtualQueue
, then this function returns the total number of calls that URS has placed in the virtual queue specified by the second parameter. The value of the parameter must be a virtual queue name.
If
VirtualQueue
is selected as the
Object
parameter, the value of
Virtual Queue
Name
can be specified in two ways:
•
Enter the name manually.
•
From the dialog box, opposite
Virtual Queue Name
, click under
Value
. In the resulting
Key dialog box select a
Type
(
Virtual Queue
or
Variable)
, and then select or enter a value. The values available are for the configured virtual queues. The values available for the
Variable
type are the variables included in the Variable list.
CallsWaiting
Parameter:
Target
:
STRING
(statistical object) or variable (representing a string for a target)
Return value type:
INTEGER
This function returns the number of calls currently waiting for a specified target. It takes into account all interactions waiting for the targeted skill level, both directly and indirectly (through groups).The value of the parameter must be in target format (
).
In IRD, the target types in the dialog box for this function include:
•
Agent
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•
Agent Group
•
Destination Label
•
Place
•
Place Group
•
Queue (virtual and real)
•
Queue Group
•
Routing Point (virtual and real)
•
Variable
For all target types but
Variable
, you also specify the name of the target for the selected type and its location (Stat Server name). For the variable target type, select the name of the variable only.
Target Parameter
When parameter Target is specified as a virtual queue, this function will return total number of calls in the virtual queue.
When parameter Target is specified as Target, this function will return the
“sum of all calls” gathered from all virtual queues waiting for the same target.
Calls Waiting Target Example
A target
English>5 and TechSupport=10
are commonly shared between
VQ_A and
VQ_B
. Each virtual queue has 5 calls. Using CallsWaiting(
English>5 and
TechSupport=10
) will return 10 calls waiting for the same target.
Note:
You can combine this function with functions InVQWaitTime,
PositionInQueue, and SetStatUpdate to get/post data for an IVR wait time announcement. See
page 483
ClearThresholds
Parameters: none
Return value type:
VOID
This function invalidates all thresholds previously set by Threshold functions.
As a result, URS now considers all targets that were previously affected by
Threshold functions as unconditionally ready for routing.
DistributedPercentage
Parameters:
Object: RoutingPoint or
VirtualQueue
Virtual Queue Name
:
STRING
or variable (representing a string for the virtual queue) for virtual queue objects only
Return value type:
INTEGER
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•
If the
Object
parameter has a value of
RoutingPoint
, then this function returns the percentage of distributed calls among the last 100 interactions from the routing point of the current interaction.
•
If the
Object
parameter has a value of
VirtualQueue
, then the function returns the percentage of calls distributed from the specified virtual queue over the last 100 processed calls that have been placed in the virtual queue if the number of such calls is more than 100. Otherwise, the function returns the percentage of calls distributed from the virtual queue over the total number of processed calls that have been placed in the virtual queue.
When selecting a Virtual Queue object, the value of
Virtual Queue Name
can be specified in two ways:
•
Enter the name manually.
•
From the dialog box, opposite
Virtual Queue Name
, click under
Value
. In the resulting
Key dialog box select a
Type
(
Virtual Queue
or
Variable)
, and then select or enter a value. The values available are for the configured virtual queues. The values available for the
Variable
type are the variables included in the Variable list.
No value for the parameter
Virtual Queue Name
can be specified if
Object
has a value of
RoutingPoint
.
The value of this function is truncated to its integer part.
URS considers an interaction processed when either URS has sent routing instructions to T-Server or the interaction has terminated before URS has sent routing instructions, for instance, if the calling party hangs up. In the first case, the interaction is considered distributed.
Important Information
•
Since an interaction can wait in several virtual queues at the same time, it is important to note that an interaction is considered distributed from a virtual queue when the target to which the interaction was routed is selected from that virtual queue. The same target can receive calls from different virtual queues.
•
If no calls have been processed from the routing point or virtual queue, the function will return a value of 0.
•
This function is complemented the NotDistributedPercentage function,
page 475
.
DistributedWaitingTime
Parameters:
Object: RoutingPoint or
VitualQueue
Virtual Queue Name
:
STRING
or variable (representing a string for the virtual queue) for virtual queue objects only
Return value type:
INTEGER
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This function returns the average waiting time of the calls distributed from the specified object among the last 100 processed calls from the object, or among all the processed calls from the object if this number is less than 100.
If the
Object
parameter has a value of
RoutingPoint
(the routing point of the current interaction is implied), then the waiting time of a distributed interaction is interpreted as the interval between receiving a route request and sending routing instructions.
If the
Object
parameter has a value of
VirtualQueue
, the waiting time of a distributed interaction is interpreted as the interval between the moment when the interaction was placed in the virtual queue and the moment when the interaction was routed to a target selected from the virtual queue.
When selecting a virtual queue, the value of
Virtual Queue Name
can be specified in two ways:
•
Enter the name manually.
•
From the dialog box, opposite
Virtual Queue Name
, click under
Value
. In the resulting
Key dialog box select a
Type
(
Virtual Queue
or
Variable)
, and then select or enter a value. The values available are for the configured virtual queues. The values available for the
Variable
type are the variables included in the Variable list.
Important Information
•
If no calls have been processed from the routing point or virtual queue, the function will return a value of 0.
GetAvgStatData
Parameters:
Targets list: STRING or variable representing a commaseparated list of targets. The function
page 442
this parameter.
Statistic: STRING or variable (representing a string for the statistic)
Return value type:
float
In some routing scenarios, you may wish to:
•
Select a targets list by comparing each target list item's statistic to a constant.
•
Select a target list by comparing an input target list against the maximum, minimum, or average value of a statistic (which may, optionally, be further modified by a simple mathematical expression). The functions,
GetAvgStatData, GetMaxStatData, GetMinStatData, and GetSumStatData provide the ability to do this.
GetAvgStatData calculates specified statistic for all listed targets and returns the average value of this statistic
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GetMaxStatData
Parameters:
Targets list: STRING or variable representing a commaseparated list of targets. The function
page 442
this parameter.
Statistic: STRING or variable (representing a string for the statistic)
Return value type:
float
GetMaxStatData calculates specified statistic for all listed targets and returns the maximum value of this statistic. See GetAvgStatData for additional background information.
GetMinStatData
Parameters:
Targets list: STRING or variable representing a commaseparated list of targets. The function
page 442
this parameter.
Statistic: STRING or variable (representing a string for the statistic)
Return value type:
float
GetMinStatData calculates specified statistic for all listed targets and returns the minimum value of this statistic. See GetAvgStatData for additional background information.
InVQWaitTime
Notes:
Starting with 7.6, the
StatExpectedWaitingTime statistic in the formula for InVQWaitTime is replaced with min(max(StatLoadBalance,
0),10000)
.
StatLoadBalance
more accurately counts time to wait.
For virtual queues, T-Server does not propagate the queue parameter in login messages. Therefore, in order for the
StatLoadBalance statistic used by the InVQWaitTime function to work with virtual queues, you must set up an association between agents and virtual queues in
Configuration Manager. The process for doing this is described in the
Framework 7.6 Stat Server's User's Guide. See the chapter on
Statistical Categories, EstimWaitTime section.
Parameters:
Virtual Queue
Return value type:
INTEGER
Provides the expected waiting time in a virtual queue for the current call, taking position in queue into account. URS calculates an InVQWaitTime
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StatLoadBalance statistic and URS’s
PositionInQueue and CallsWaiting functions. Function InVQWaitTime is, in essence, a shortcut for SData:
Min(Max(SData[StatLoadBalance, VirtualQueue],0),10000) *
PositionInqueue[VirtualQueue] / (CallsWaiting[VirtualQueue]+1).
Warning!
Do not use InVQWaitTime in a multi-URS environment where each URS can route to the same set of targets. This is because
URS #1 does not know about the activity of URS #2.
Error codes are the same as for the SData function (see
page 479
Note:
You can combine this function with functions PositionInQueue,
CallsWaiting, and SetStatUpdate to get/post data for an IVR wait time announcement. See
page 483
Important Information
If the InVQWaitTime function is called for an interaction that is not in queue, the function returns the
Min(Max(SData[StatLoadBalance,
VirtualQueue],0),10000)
for a given virtual queue.
NotDistributedPercentage
Parameters:
Object: RoutingPoint or
VirtualQueue
Virtual Queue Name
:
STRING
or variable (representing a string for the virtual queue) for virtual queue objects only
Return value type:
INTEGER
This function complements the DistributedPercentage function, described on
page 471
. All the comments there apply to NotDistributedPercentage if the word distributed is replaced with the words diverted but not distributed or
abandoned by caller as is done below.
Note:
Diverted but not distributed interactions include those distributed from a particular object (
RoutingPoint
or
VirtualQueue
) by means other than being routed by URS or abandoned by the caller.
•
If the
Object
parameter has a value of
RoutingPoint
, then this function returns the percentage of diverted but not distributed or abandoned by caller calls among the last 100 interactions from the routing point of the current interaction.
•
If the Object parameter has a value of
VirtualQueue
, then the function returns the percentage of diverted but not distributed or abandoned by caller calls from the specified virtual queue over the last 100 processed calls that have been placed in the virtual queue if the number of such calls
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Important Information
•
Since an interaction can wait in several virtual queues at the same time, it is important to note that an interaction is considered diverted but not distributed from a virtual queue when the target to which the interaction was routed is selected from that virtual queue, but the interaction is diverted but not distributed. The same target can receive calls from different virtual queues.
•
If no calls have been processed from the routing point or virtual queue, the function will return a value of 0.
When the
Object
parameter is equal to
Virtual Queue Name
, an interaction is considered diverted but not distributed from a virtual queue if it is routed to a target selected from another virtual queue, even though the target might be common to both virtual queues.
In particular, if at least one interaction has been processed from the indicated object, then the sum of DistributedPercentage and NotDistributedPercentage, if calculated at the same time for the same object, will equal 100 or 99 (99 is possible because of a truncation error). If no calls have been processed from the indicated
Object
, then the sum of DistributedPercentage and
NotDistributedPercentage, if calculated at the same time for the same object, will equal 0 because both functions are programmed to return 0 in this case.
When selecting a virtual queue, the value of
Virtual Queue Name
can be specified in two ways:
•
Enter the name manually.
•
From the dialog box, opposite
Virtual Queue Name
, click under
Value
. In the resulting
Key dialog box select a
Type
(
Virtual Queue
or
Variable)
, and then select or enter a value. The values available are for the configured virtual queues. The values available for the Variable type are the variables included in the Variable list.
NotDistributedWaitingTime
Virtual Queue Name
:
STRING
or variable (representing a string for the virtual queue) for virtual queue objects only
Return value type:
INTEGER
This function returns the average waiting time of nondistributed interactions from the specified object among the last 100 processed calls from the object, or among all the processed calls from the object if this number is less than 100.
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If the
Object
parameter has a value of
RoutingPoint
(the routing point of the current interaction is implied), then the waiting time of a nondistributed interaction is interpreted as the interval between receiving a route request and receiving an event indicating that the interaction has been terminated.
If the
Object
parameter has a value of
VirtualQueue
, the waiting time of a nondistributed interaction is interpreted as the interval between the moment when the interaction is placed in the virtual queue and the moment when the interaction is diverted from the virtual queue by URS.
When selecting a virtual queue, the value of the
Virtual Queue Name
can be specified in two ways:
•
Enter the name manually.
•
From the dialog box, opposite
Virtual Queue Name
, click under
Value
. In the resulting
Key dialog box select a
Type
(
Virtual Queue
or
Variable)
, and then select or enter a value. The values available are for the configured virtual queues. The values available for the
Variable
type are the variables included in the Variable list.
Important Information
•
If no interactions are processed from the routing point or virtual queue, the function will return a value of 0.
•
There is no a priori connection between the values returned by
DistributedWaitingTime and NotDistributedWaitingTime.
PositionInQueue
Parameter:
Target
:
STRING
(statistical object) or variable (representing a string for the target)
Return value type:
INTEGER
This function returns the position of the current interaction among the calls waiting for the target specified as an argument. It takes into account all interactions waiting for the targeted skill level, both directly and indirectly
(through groups). The interaction with the lowest position (1) is distributed to the target first if the target becomes available.
The function returns a value of 0 if and only if the current interaction is not waiting for the specified target.
In IRD, the target types in the dialog box for this function include:
•
Agent
•
Agent Group
•
Destination Label
•
Place
•
Place Group
•
Queue
(virtual and real)
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•
Routing Point
(virtual and real)
•
Variable
For all target types but
Variable
, you also specify the name of the target for the selected type and its location (Stat Server name). For the
Variable
target type, select the name of the variable only.
The string value of the parameter must be in target format
(
).
Target Parameter
•
When parameter
Target
is specified as a virtual queue, this function will return the position of current call among others in the virtual queue.
•
When parameter
Target
is specified as Target, this function will return the
“true position” of current call among all others calls in various virtual queues waiting for the same target.
PositionInQueue Target Parameter Example
A target
English>5 and TechSupport =10
are commonly shared between VQ_A and VQ_B. Using PostionInQueue(
English>5 and TechSupport=10
) will return the “true position” of the current call among all other calls waiting in both
VQ_A and VQ_B. The “true position” of the current call among other calls is calculated by ordering calls from highest to lowest priority and, if equal priority, rank by age of interaction among calls waiting on both VQ_A and
VQ_B.
Note:
You can combine this function with functions InVQWaitTime,
CallsWaiting, and SetStatUpdate to get/post data for an IVR wait time announcement. See
page 483
ResetStatAdjustment
Parameters:
Target
:
STRING
(statistical object) or variable (representing a string for the target)
Statistic
:
STRING
or variable (representing a string for the statistic)
Return value type:
VOID
This function cancels any adjustment that may have been set for a statistic for a
given target (see SetStatAdjustment on
page 481
for a discussion of statistic adjustments).
When selecting
Target
, the target types in the dialog box include:
•
Agent
•
Agent Group
•
Destination Label
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•
Place
•
Place Group
•
Queue
•
Queue Group
•
Routing Point
(virtual and real)
•
Variable
For all types but
Variable
, you also specify the name of the object or statistic for the selected type and its location (Stat Server name). For the
Variable
type, select the name of the variable only.
The string value of the
Target
parameter must be in target format
(
). A string constant in target format does not need to be enclosed in quotation marks.
The parameter, Statistic must evaluate the name of a statistic defined in the strategy or of a predefined statistic.
When selecting a Statistic parameter, the value of the statistic can be specified in two ways:
•
Enter the statistic value manually.
•
From the dialog box, opposite
Statistic
, click under
Value
. In the resulting
Key dialog box select
Statistic
or select
Variable
. Then select or enter a value. The values available for Statistic are for the configured
Statistics. The values available for the Variable type are the variables included in the Variable list.
SData
Note:
Do not confuse the SData function discussed below with the
(lowercase) sdata function used for defining threshold expressions when implementing Share Agent by Service Level Agreement routing.
You can only specify the sdata function in IRD’s
Threshold
Expression Properties dialog box, whereas you specify the SData function in the
Function Properties dialog box. If you need information on using the specialized sdata function, consult the chapter on Share Agent by Service Level Agreement Routing in the
Universal Routing 7.6 Routing Application Configuration Guide.
Parameters:
Target
:
STRING
(statistical object) or variable (representing a string for the target
Agent, Agent Group, Campaign, Campaign
Group, Destination Label, Place, Place Group, Queue,
Queue Group, Routing Point
)
Statistic
:
STRING
or variable (representing a string for the statistic)
Return value type:
FLOAT
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This function returns the value of a statistic for a specified target. It is used in expressions with Attach and Assign. SData can be used to tell URS to return the number of interactions waiting, so that if the target is not available, the caller will hear the IVR announce the number of interactions ahead of him.
The values of the
Target
and
Statistic
parameters are the same as for the
parameter values of the function ResetStatAdjustment on
page 478
Like the ExpandGroup function, SData can suspend the strategy. This is done if the required statistic is not open in Stat Server. URS requests Stat Server to open the statistic and then the strategy resumes.
When defining the
Target
parameter, the target types in the dialog box include:
•
Agent
•
Agent Group
•
Destination Label
•
Place
•
Place Group
•
Queue
(virtual and real)
•
Queue Group
•
Routing Point
(virtual and real)
•
Variable
•
Campaign Group
SData can also be applied to targets of the DN type. Since IRD has no predefined list of targets of this type, it does not provide this type of target in the dialog box. You must manually enter a DN-type target.
For all types but
Variable
, you also specify the name of the object for the selected type and its location (the Stat Server name). For the
Variable type, select the name of the variable only.
Note:
For customers who want to specify how SData behaves if the connection is lost between URS and Stat Server or Stat Server and T-
Server such that an invalid statistic message is returned, release 6.5 includes the function_compatibility
page 543
). When the option value is left as 6.1 (default) and the connection between Stat
Server and URS is broken, SData returns
0
and the interaction flows to the green port. When a value of 6.5 is specified and the connection between Stat Server and URS is broken, SData also returns
0
but the interaction flows to the red port of the function object rather than the green port. Otherwise, SData functions as it did in previous releases when the connection between Stat Server and URS is broken; interactions flow to the green port.
When selecting the
Statistic
parameter, the value of the statistic can be specified in two ways:
•
Enter the statistic value manually.
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•
From the dialog box, opposite
Statistic
, click under
Value
. In the resulting
Key dialog box, select a
Type
,
Statistic
or
Variable
, and then select or enter a value. The values available are for the configured
Statistics. The values available for the
Variable
type are the variables included in the Variable list.
If the specified statistic is neither on the list of predefined statistics nor defined in the strategy, the function returns a value of
0.
The following error messages are possible:
•
0001 Unknown error
—for example, invalid target specification
•
0013 Remote error
—Stat Server returns an error
•
0014 Unknown server
—specified Stat Server cannot be found
•
0015 Closed server
—specified Stat Server is closed
Use Case
During month end when billing questions to a call center peak, the objective is to get an agent to respond to a call ASAP, but to get a skilled agent whenever possible. The routing plan is:
1. Billing interactions are routed to a target list with 1 agent group:
AgentGroup2
.
VQ2
is the virtual queue that collects queue related statistics.
This group of agent is specially trained.
2.
General interactions are routed to a target list with two agent groups:
AgentGroup1
and
AgentGroup2
.
VQ1
is the virtual queue that collects queue related statistic for both target groups.
3.
If the predicted wait time of
AgentGroup2
(in other words, billing) is over a threshold, strategy developer queues the interactions directly to
VQ1
instead of waiting for
AgentGroup2
to exceed a threshold before queueing to
AgentGroup1
.
Note:
Function InVQWaitTime (see
page 474
) is a shortcut for SData.
SetStatAdjustment
Parameters:
Target
:
STRING
(statistical object) or variable (representing a string for the target)
Statistic
:
STRING
or variable (representing a string for the statistic)
Sign
: +, -, /, *
Value
:
FLOAT
Return value type:
VOID
This function enforces an adjustment of the values of a specified statistic for a particular target. The statistic is adjusted as follows:
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•
If
Sign
equals +, then
Value
is added to the result reported by Stat Server.
•
If
Sign
equals -, then
Value
is subtracted from the result reported by Stat
Server.
•
If
Sign
equals *, then
Value
is multiplied by the result reported by Stat
Server.
•
If
Sign
equals /, then the result reported by Stat Server is divided by
Value
.
The values of the
Target
and
Statistic
parameters are the same as the
parameter values of the ResetStatAdjustment function on
page 478
adjustment does not apply to the result of explicit Stat Server queries by the functions SData and PegValue. It is only used for thresholds, statistical interaction distribution, or when a statistic is supplied as an argument to the function SelectDN.
Once set, an adjustment can be annulled by a call to the function
ResetStatAdjustment, described on
page 478
.
SetStatUpdate
Parameters:
Key : STRING
Statistic
:
STRING
or variable (representing a string for the statistic)
Target
:
STRING
(statistical object) or variable (representing a string for the target)
Return value type:
VOID
The SetStatUpdate function allows you to attach and periodically update statistical data to an interaction while the interaction waits for an available target without leaving the target selection object. Information is attached as interaction User Data with the provided
Key
. Any statistic that can be used with
SData function is acceptable plus three additional statistics: PositionInQueue,
CallsWaiting, InVQWaitTime. Update period is 30 seconds.
•
If the
Key
parameter is empty, URS stops periodic statistical updates of the current interaction for all previously specified statistics.
•
If the
Statistic
or
Target
parameters are empty, URS stops periodically updating the current interaction Statistic associated with the provided
Key
.
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Target Types
In IRD, the Target types in the dialog box for SetStatUpdate includes:
Agent
Agent Group
(virtual or real)
Destination Label
Place
Place Group
Queue
(virtual or real)
Queue Group
Routing Point
(virtual and real)
Variable
, representing any of listed above targets
Use Case
You can combine functions InVQWaitTime, PositionInQueue, CallsWaiting, and SetStatUpdate to get/post data for an IVR wait time announcement as follows:
1. First use function InVQWaitTime (
Virtual Queue
page 474
expected the waiting time in the virtual queue for the current call, taking into account call position in the virtual queue.
2.
Next, use function PositionInQueue (
Target
) (see
page 477
) to obtain the position of the call waiting for the target. Parameter
Target
can be a virtual
queue or another target (see “PositionInQueue Target Parameter Example” on
page 478
3.
Use function CallsWaiting (
Target
page 470
number of calls waiting within for the target. Parameter
Target
can be a
virtual queue or another target (see “Calls Waiting Target Example” on
page 471
for details).
4.
Then use function SetStatUpdate(
Key,Statistic,Target
) to attach and
periodically update the statistical data (see
Figure 209
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Figure 209: SetStatUpdate Function in Strategy
•
Frequency of update is every 30 seconds while waiting for the target.
•
Key
is a string indicating what statistic is attached.
•
Statistic
is any stat accepted by SData function (see
page 479
) and functions:
PositionInQueue
CallsWaiting
InVQWaitTime
SetThresholdEx
Note:
Threshold conditions imposed on targets with the SetThresholdEx function are supported only by the Selection routing object.
Parameters:
Target
:
STRING
(statistical object) or variable (representing a string for the target)
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Statistics
:
STRING
or variable
Threshold Value
:
INTEGER
or variable
Condition: ReadyIfLess
,
ReadyIfGreater
(default),
ReadyIfNotLess
,
ReadyIfNotGreater
Return value type:
VOID
This function is used to configure queue or routing point statistical thresholds.
The specified queue or routing point is assumed by the strategy to be unavailable to receive interactions if the specified statistic is greater than the specified value (if the selected
Condition
is
ReadyIfLess
) or if the specified statistic is less than the value (if the selected
Condition
is
ReadyIfGreater
).
Every new threshold invalidates any previously set threshold.
The threshold may be placed anywhere in a strategy, but if more than one threshold is specified for the same queue, the last one is assumed to be the valid threshold.
When defining the
Target
parameter, the target types in the dialog box include:
•
Agent
•
Agent Group
•
Destination Label
•
Place
•
Place Group
•
Queue
•
Queue Group
•
Routing Point
(virtual and real)
•
Variable
For all types, you also specify the name of the object or statistic for the selected type and its location (Stat Server name).
When selecting a
Statistics
parameter, the value of the statistic can be specified in two ways:
•
Enter the statistic value manually.
•
From the dialog box, opposite
Statistics
, click under
Value
. In the resulting
Key dialog box, select a
Type
,
Statistic
or
Variable
, and then select or enter a value. The values available are for the configured
Statistics. The values available for the
Variable
type are the variables included in the Variable list.
Important Information
•
When working with SetThresholdEx, the conditions
ReadyIfLess
and
ReadyIfGreater
actually operate on a basis of “less than” and “greater than” respectively.
•
Although designed to be applied to queue or routing point types of targets, you can also apply it Agent, Place, Agent Group, or Place Group target types as well.
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Note:
When you select the Agent, Place, Agent Group, and/or Place
Group target types for routing, and you set thresholds using the
SetThresholdEx function, routing decisions are made according to the threshold value and target status sent by Stat Server.
•
When the Threshold limit is reached, no more calls are routed to the target, even if Stat Server reports that the target is in the Ready state.
Note:
You can specify thresholds for targets directly for the targets themselves (not separately, as with the SetThresholdEx function).
To do so, add a prefix in the format
Threshold{Statistic op value}
in front of the target definition. This applies the specified threshold to the target.
UseCapacity
Parameter:
Condition
:
OnStatError
,
Never
,
Only
, or variable (representing a string for the condition)
Return value type:
VOID
This function instructs URS on the condition for using configured Capacity
Tables for computing statistical values. If
OnStatError
is supplied to the parameter, URS will compute a statistical value from Statistical Tables whenever the attempt to obtain the corresponding value from Stat Server results in an error. The other two options are either always use Statistical
Tables for such values or never use them.
Statistics That Can Be Modeled
•
StatAgentsAvailable—number of agents in ready state in a group (Agent
Group statistic).
•
StatAgentsTotal—number of agents logged on in a group (Agent Group statistic). When Capacity Tables are used, this statistic is not calculated but retrieved from the agent group Capacity Table.
•
StatAgentsBusy—number of busy agents in a group (Agent Group statistic).
•
StatCallsInQueue—number of calls in a queue (Queue statistic).
•
StatCallsAnswered—number of calls answered (Agent Group statistic).
•
StatCallsCompleted—number of calls completed (Agent Group statistic).
•
StatAverageHandlingTime—average handling time of an interaction
(Agent Group statistic). When Capacity Tables are used, this statistic is not calculated but retrieved from the agent group Capacity Table.
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•
StatLoadBalance—load-balancing statistic (Queue statistic). This was previously handled by StatEstimatedWaitingTime in Interaction Router
5.1x and Enterprise Routing and Network Routing 6.0.
Since URS recognizes modeled statistics by name, the above names are obligatory.
Configuring Capacity Tables
A Capacity Table is configured in Configuration Manager as a Statistical Table object of Capacity Table type. See the Configuration Manager documentation for more details on the process of configuration. The Capacity Table is associated with an Agent Group and must be specified inside the Advanced properties of the group. The same Capacity Table can be associated with more than one Agent Group.
Statistical Days
The Capacity Table must contain Statistical days. The only relevant values in a
Statistical Day for the purpose of modeling statistics are:
•
Date—Day of Year (highest precedence), or Day of Week, or Any (lowest precedence). On a particular date, modeling information will be taken from the Statistical Day for that date if present in the Configuration Database, otherwise from a Statistical Day corresponding to the day of the week; the default Statistical Day Any will be used if neither the date nor the corresponding day of the week has a Statistical Day configured.
•
Business Day Start—specifies the time of day when the Statistical Day data can first be used. The count of the Time Intervals begins at the time specified as the Start of the Business Day.
•
Business Day End—specifies the time of day when the Statistical Day data will no longer be used.
•
Interval Length—specifies the length of the intervals into which the day is partitioned. The first interval starts at the time specified in the Start of the
Business Day. The last interval can be shorter than the specified length.
•
Statistical Value 1 and Statistical Value 2 for each Interval of the day—
Value 1 is interpreted as the number of agents logged on in the group,
Value 2 is interpreted as the average handling time.
All the other properties of Statistical Days are irrelevant for the purpose of calculating modeled statistics.
Note:
The same Statistical Day can belong to more than one Statistical Table, either of type Capacity Table or of type Quota Table.
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String Manipulation Functions
Figure 210
Function Properties dialog box with
String
Manipulation selected.
Cat
488
Figure 210: Function Properties Dialog Box, String Manipulation Functions
These functions make it easy to find characters and substrings within strings and to parse out substrings enclosed by prescribed separators.
Parameters:
String1
:
STRING
or variable (representing a string)
String2
:
STRING
or variable (representing the string)
Return value type:
STRING
Universal Routing 7.6
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This function returns the concatenation of the first and second strings supplied as arguments.
StrAsciiBreak
Parameters:
String
:
STRING
or variable (representing the string)
Char Set
:
STRING
or variable (representing a string for the character set)
From Index
:
INTEGER
or variable
Return value type:
INTEGER
This function returns the index of the first occurrence in
String
of any of the characters in
Char Set
, such that its index is greater than or equal to the value of the
From Index
parameter. The index of the first character in a string is 1. If the
From Index
parameter is negative, the returned value is the same as if
From
Index
parameter had been 1; that is, the search proceeds from the first character of the string.
If none of the characters in
Char Set
occurs in String, if
Char Set
is the empty string, or if the
From Index
parameter has a value greater than the length of
String
, the function returns 0. Since 0 is not a valid index, it will only be returned in these three cases. For example:
•
StrAsciiBreak[’asdfg’,’sf’,2]
returns
2
•
StrAsciiBreak[’asdfg’,’sf’,3]
returns
4
•
StrAsciiBreak[’asdfg’,’h’,2]
returns
0
•
StrAsciiBreak[’asdfg’,’’,2]
returns
0
StrAsciiTok
Parameters:
String
:
STRING
or variable (representing a string)
Char Set
:
STRING
or variable (representing a string for the
Char
Set
)
From Index
:
INTEGER
or variable
Return value type:
STRING
The purpose of this function is to parse out a string value from a string consisting of multiple substrings delimited by characters functioning as separators; the separators are the characters occurring in
Char Set
.
If the
From Index
parameter is a positive integer, the function returns the substring of String beginning with the character given by the
From Index parameter if this character is not a separator, or at the first subsequent nonseparator character if the character given by the
From Index
parameter is a separator, and ending with the character immediately preceding the next occurrence of a separator or with the last character of String if no separator occurs after the initial character of the substring.
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The index of the first character in a string is 1.
If the
From Index
parameter has a value greater than the length of String or if all the characters in String starting with the
From Index
parameter are separators, the empty string is returned. The empty string will only be returned in these two cases. For example:
•
StrAsciiTok[’toy,pan;pot’,’,;’,1] returns
‘toy’
•
StrAsciiTok[’toy,pan;pot’,’,;’,2] returns
‘oy’
•
StrAsciiTok[’toy,;,pan’,’,;’,4] returns
‘pan’
•
StrAsciiTok[’rty’,’:’,5] returns
‘’
•
StrAsciiTok[’dfgyyyu’,’yu’,4] returns
‘’
Every time the function StrAsciiTok is called, it stores in memory the index in
String of the last character of the obtained substring.
If the
From Index
parameter is 0 or a negative number, at the first call of the function, the returned value is the same as if the
From Index
parameter had been 1; that is, the search proceeds from the first character of the string. If the
From Index
parameter is 0 or a negative number and the function has been called previously, then the function replaces the parameter
From Index
by one plus the previously stored index of the last character of the last substring returned. This makes it possible to easily parse out consecutive elements of a list, while ignoring the intervening separators.
For instance, calling
StrAsciiTok[’toy,;,pan’,’,;’,0]
three consecutive times will return toy
the first time, pan
the second time, and ‘’ (the empty string) the third time.
Important Information
•
Use the zero value for the
From Index
parameter only when the immediately preceding call of StrAsciiTok uses the same values for
String and
Char
.
StrChar
Parameters:
String
:
STRING
or variable (representing the string)
Character
:
STRING
or variable (representing a string for the character)
From Index
:
INTEGER
or variable
Return value type:
INTEGER
This function returns the index of the first character of the first occurrence of
Character
as a substring of the tail segment of String starting at
From Index
.
The index of the first character in a string is 1. If the
From Index
parameter is negative, the returned value is the same as if the
From Index
parameter had been 1; that is, the search proceeds from the first character of the string.
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The function returns 0 if and only if the tail segment of String starting at
From
Index
does not contain
Character
as a substring, or the
From Index
parameter is greater than the length of
String and
Character is not empty.
Important Information
•
The parameter name Character may prove misleading. This parameter can contain an arbitrary string to search for.
•
If
Character
is the empty string, the function returns the value of the
From
Index
parameter even if the
From Index
parameter is greater than the length of
String
. For example:
StrChar[’ababa’,’ab’,1]
returns
1
StrChar[’ababa’,’ab’,2]
returns
3
StrChar[’ababa’,’c’,2]
returns
0
StrChar[’abcdef’,’c’,4]
returns
0
StrChar[’abcdef’,’c’,8]
returns
0
StrChar[’abcdef’,’’,8]
returns
8
StrGetChar
Parameters:
String
:
STRING
or variable (representing the string)
Index
:
INTEGER
or variable
Return value type:
STRING
This function returns the character with a specified index in a string. If
Index
is negative or greater than the length of
String
, the function returns the empty string.
StrLen
Parameter:
String
:
STRING
or variable (representing the string)
Return value type:
INTEGER
This function returns the length of the string supplied as an argument; that is, the number of characters in the string.
StrReplace
Parameters:
Source
:
STRING
To Find
:
STRING
or variable (representing a searched substring)
Replace With
:
STRING
or variable (representing a substring to replace)
Return value type:
STRING
This function returns a string obtained from a
Source
string by replacing every
To Find
fragment with
Replace With
one. For example, to convert string
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04/25/03 into 042503 (remove slashes from date string)
StrReplace['04/25/03', '/', '']
can be used.
StrStr
Parameters:
Source
:
STRING
or variable (representing a string for
Source
)
To Find
:
STRING
or variable (representing a string for
To Find
)
Return value type:
STRING
This function finds the first occurrence of the string
To Find
as a substring of
Source
and returns the tail segment of
Source
starting with that occurrence. If
To Find
is not a substring of
Source
, the empty string is returned.
StrSub
Parameters:
Source
:
STRING
or variable (representing a string for the Source)
First
:
INTEGER
or variable
Last
:
INTEGER
or variable
From The END
: False, True, or variable
Return value type:
STRING
This function returns the substring of
Source
beginning with the character with index
First
and ending with the character with index
Last
. If the
From The END parameter has a value of true,
then the indices
First
and
Last
are counted from the end of the string
Source
.
The index of the first character in a string is
1
.
StrTargets
Parameters:
String
:
STRING
or variable (representing the string for the target)
Return value type:
STRING
This function facilitates creating a comma-separated list of targets for use as input parameters for the Genesys-provided utility subroutines described in the
Samples chapter in the Universal Routing 7.6 Deployment Guide.
Prior to 7.6, you could do this with the Cat[] function, but this function required you to manally enter the names of all targets. Function StrTargets make this task easier. When you use this function in a strategy, for every function parameter, IRD provides a
TARGET
Figure 211
TARGET dialog box after selecting the
Agent Group target type.
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Figure 211: Function StrTargets and TARGET Dialog Box
This frees you from the need to manually type in target names. For example, as shown in
Figure 211
, after selecting the
Agent Group target type, the
Name dropdown lists all
Agent Group target types in your Configuration Database so you don’t have to manually enter them. It also marks all used targets as taken by including these targets in the Check Integrity mechanism.
StrToLower
Parameters:
String
:
STRING
or variable (representing the string)
Return value type:
STRING
This function returns a copy of the string with all the characters converted to lowercase. For example, as12FG
is converted to as12fg.
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StrToUpper
Target Manipulation Functions
Parameters:
String
:
STRING
or variable (representing the string)
Return value type:
STRING
This function returns a copy of the string with all the characters converted to uppercase. For example, as12FG
is converted to
AS12FG
.
Target Manipulation Functions
Figure 212
Function Properties dialog box with
Target
Manipulation
selected.
494
Figure 212: Function Properties Dialog Box, Target Manipulation Functions
This section presents functions in the
Target Manipulation
category (see
page 366
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Chapter 3: Interaction Routing Designer Functions
BlockDN
Target Manipulation Functions
Parameters:
Target
:
STRING
(target) or variable (representing a string for the target DN).
Time
:
INTEGER
representing the blocking time interval
Return value type:
VOID
When functions SelectDN or SuspendforDN return a ready target, the target is always blocked by URS during some time in seconds (the value of transtion_time
option). The BlockDN function allows you override such behavior and change the time interval or even cancel it entirely (
Time parameter =
0
).
During the time the target is blocked, URS does not distribute any interaction to the target as specified by the first function parameter, which is the result of the SelectDN or SuspendForDN function.
This function can be used in cases where a target may have additional conditions (except a Stat Server-reported not-ready state) that should prevent the target from being selected as a valid target.
Note:
Normally, the input for the BlockDN function is the output from the
SelectDN or SuspendForDN function.
Example:
1. Assume the target is first selected as being ready from the Stat Server point of view.
2.
As a result of being selected, the target will be blocked for the number of transition time seconds (blocking time interval).
3.
Additional conditions can then be checked. For example, the remote target location trunk availability) can be checked.
4.
If the target is not valid (there is no free trunk to this target, for example), the target should be unblocked to allow the target to be selected for other interactions.
DN Target Type
URS 7.0.1 introduced a target type called DN to support non-configurable targets. The target format for the
Function Properties dialog box is [email protected]
. Using this target is similar to forced routing, but with the following differences:
•
More than one target can be used with random or percentage distribution
(using a Percentage routing rule) or by Weight:
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The weight assigned to the target in case of selection by percentage distribution; URS will attempt to route the interactions to the target according to the ratio between its weight and the sum of all weights in the target list. Format: Weight[number][email protected]]
Example:
Weight[1][email protected]
•
URS can track target availability if T-Server provides the information.
The DN target is ready by default. In the case of EventError, URS considers the target not ready for a short time (15 seconds, by default).
CCTExtractTargets
Parameters:
StatServer
:
STRING
or variable (representing a string for a
StatServer
)
Data
:
STRING
(list) or variable (representing a string)
Return value type:
STRING
This function produces a list of targets from the supplied arguments and stores information associated to each target for subsequent use in number translation of type
[TARGET.CCTN].
This function supports these target types:
•
Agent
•
Place
•
Agent Group
•
Place Group
The value of the StatServer parameter is used as the location attribute for each of the targets listed in the output.
The Data parameter can be a variable or a string. A string value must be a keyvalue list of the form:
TargetID1.TargetType1:Value1|...
|TargetIDN.TargetTypeN:ValueN with no spaces in the list. The result of the function is a string of the form:
[email protected],...,
Thus, in the result targets are listed, separated by commas, and contain no spaces.
The values associated with each target are remembered and are accessible in
Number Translation by means of the translation type
[TARGET.CCTN].
Note:
page 601
for a detailed explanation of Number
Translation.
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DeliverCall
Target Manipulation Functions
Parameters:
Destination
:
STRING
(target) or variable (representing a string for the target)
Type
:
DELIVERBACK
,
DELIVERTOAGENT
,
DELIVERTOIVR
, or variable
Return value type:
STRING
(list)
This function was designed primarily to shuttle interactions between IVRs and the original routing point. This function sends the current interaction to the prescribed target or back to the routing point where the interaction was first received if the Type parameter has a value of
DELIVERBACK
. The returned value can be return:ok
or return:error.
Note:
Normally, the input for the DeliverCall function is the output from the
SelectDN or SuspendForDN function.
The operation of the function is described as follows:
1. If the destination parameter does not contain the string return:ok
, then the function will immediately return return:error.
2.
If the value of Type is
DELIVERBACK
, the Destination parameter is ignored (a string value must still be supplied for correct syntax). URS sends a routing instruction to T-Server to send the interaction to the routing point from where URS first received the interaction. The function returns return:ok after
EventRouteRequest
or
EventEstablished
is received for the interaction; that is, when the interaction arrives at any DN on the switch.
The function returns return:error
if T-Server sends
EventError
in response to the routing instruction sent by URS.
3.
If the value of Type is
DELIVERTOAGENT or
DELIVERTOIVR
, the Destination parameter provides information on the target to which the interaction will be sent. The DeliverCall function uses target information in the value formats returned by the functions SelectDN and Translate. Although a manually produced string can be used for the
Destination
parameter, it is strongly recommended to pass only values returned by one of these two functions.
4.
If the state of the interaction does not allow T-Server to issue a routing instruction, then this function sets a corresponding error code and returns
Return:error.
If the target specified in the
Destination
parameter does not match to the last selected target saved in the interaction information structure, then URS issues a warning message but will continue executing the procedure.
5.
If the
Destination
parameter contains a pair with the key target_name
, then
URS assumes that the target was previously translated and immediately proceeds to the next step. Otherwise, URS implicitly calls the function
Translate and subsequently uses the key-value pairs of the translated target.
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6.
Finally, URS proceeds to issue a routing instruction using the key-value pairs in the target, after a possible translation. If the
Type
parameter is specified as
DELIVERTOAGENT
, URS waits to receive
EventEstablished
for the interaction from any point on the switch. If the
Type
parameter is specified as
DELIVERTOIVR
, URS waits to receive
EventTreatmentRequired for the interaction from any point on the switch. When the corresponding event is received, the function returns return:ok
. The function returns return:error
if T-Server sends
EventError
in response to the routing instruction sent by URS.
Important Information
•
The names
DELIVERTOAGENT
and
DELIVERTOIVR
are somewhat misleading.
The choice between
DELIVERTOAGENT
and
DELIVERTOIVR
indicates which of the two events coming from the IVR port, either
EventEstablished
or
EventTreatmentRequired
, will be interpreted by URS as a signal that the function has finished its work. Whenever the function DeliverCall is used to send an interaction to a DN other than an IVR port, the
Type
parameter must have a value of
1
(
DELIVERTOAGENT
). When an interaction is sent to an
IVR port, either
DELIVERTOAGENT
or
DELIVERTOIVR
can be used.
In the cases when return:error
is returned by the DeliverCall function, the following error messages are possible:
•
0001 Unknown error
—for example, a failure to route; this message may be returned in case of an error different from any listed so far.
•
0002 Transfer in progress
—another transfer is in progress; this error message will be returned if URS has sent an instruction to T-Server to transfer the interaction between two DNs and if, at the time DeliverCall is invoked, no notification has been received by URS about the interaction reaching a DN after the transfer. This state can only be possible because treatments are running while the strategy executes the function.
•
0003 Treatment in progress
—a treatment is in progress; this error will occur if DeliverCall is invoked after URS has issued an instruction for T-
Server to start a treatment but before T-Server responds with
EventTreatmentApplied, EventTreatmentNotApplied,
or an error.
•
0004 Call is on hold
—the agent has put the interaction on hold; this error message will be returned either if the interaction is put on hold at a DN for which URS is registered or if the interaction cannot be found on any of the
DNs for which URS is registered.
•
0005 Call gone
—URS has not registered a DN belonging to the interaction.
•
0006 Operation impossible
—this error message will be returned if the requested transfer is impossible for technical reasons, for example,
if the strategy was started at
EventRinging
but
EventEstablished
has not been received from the DN,
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or if the interaction is to be transferred from an Electronic Audio Port to an Extension but the option deliver_to_agent
is set to false.
In the latter case, use
DeliverCall['',DELIVERBACK]
first and then make the desired transfer.
•
0008 Routing done
—not permitted in postrouting; this message will be returned if the interaction has already been routed successfully by the
RouteCall function or by a Routing object, or if the interaction has been force-routed either by the function TRoute or by combining the Force object with a Routing object.
•
0012 Bad target
—invalid target string; this error message will be returned if the key-value pair result:ok
does not appear in the target as the first key-value pair.
•
0013 Remote error
—this error message will be returned if URS receives
EventError from T-Server in response to the routing instruction.
•
0019 Translation failed
—likely due to incorrect configuration.
Diverting the Interaction from a Virtual Queue
When the parameter
Destination
contains a key-value pair with the key vq and the value corresponding to this key is a virtual queue on which the interaction has been placed, then the interaction will be diverted from that virtual queue after confirmation from T-Server that the interaction has left the DN. It will also be deleted from all internal router queues that are included in the virtual queue. If the virtual queue name is configured in Configuration Layer and belongs to the T-Server to which URS is connected, then
EventDiverted
will be generated for the virtual queue.
Note:
The same list of error messages can be reported after a call of the function RouteCall.
DeliverToIVR
Parameters:
Target
:
STRING
(statistical object) or variable (representing the string for the target)
Timeout
:
INTEGER
or variable
Return value type:
VOID
The purpose of this function is to explicitly send an interaction to an IVR, but unlike DeliverCall, the function DeliverToIVR receives as a parameter a target specified in a high-level target format, either
or
DN@Switchname.
After the function is executed, the current interaction is still controlled by URS and the strategy continues its execution.
In IRD, the target types in the dialog box for this function include:
•
Destination Label
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•
Place
•
Place Group
•
Queue
•
Queue Group
•
Routing Point
(virtual and real)
•
Variable
For all target types but
Variable
, you also specify the name of the target for the selected type and its location (Stat Server name). For the
Variable
target type, select the name of the variable only.
The conventions of the target specification are the same as for specifying an
IVR as a busy treatment. In particular, if
.Type
is absent from the string defining the target, URS interprets it as a target for forced routing and immediately instructs T-Server to send the interaction to the specified DN at the specified switch. Otherwise, URS inquires from Stat Server for target availability.
If the target type is
Group of Places
(
.GP
), it is available when at least one of the places is available. If the target is available, URS instructs T-Server to send the interaction to a ready DN reported by Stat Server along with other information on the target. If the target is not available, URS waits for it to become available. If it does not become available during the specified timeout interval, the function causes an error in the strategy. You can treat this case by
using the Error Segmentation object (see “Error Segmentation” on
page 116
Important Information
•
page 495
for more information on DNs as
targets.
•
Although the function DeliverToIVR was designed to send calls to an IVR, it doesn’t check whether the specified target is an IVR or not. Therefore, you can choose the best IVR configuration for your needs, such as an individual place or group with an associated Electronic Audio Port, a queue from which calls are distributed to available IVRs, and so on.
The following error messages are possible:
•
-001 Timeout
•
0001 Unknown error
—for example, invalid target or fail to route call
•
0008 Routing done
—not permitted in postrouting
•
0013 Remote error
—T-Server error
GetRemoteAccessCode
Parameter:
Destination: STRING
(target) or variable (representing a string for the destination)
Return value type:
STRING
(target)
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This function instructs URS to inquire from a remote T-Server for an access telephone number for the purpose of external routing (for additional information, refer to Multi-Site Support in any Genesys T-Server deployment guide).
The
Destination
parameter is a key-value list that must contain the keys dn
and switch
. In practice, the
Destination
parameter should have for a value the result of one of the following functions: SelectDN, Translate, or
SuspendForDN.
The function returns a key-value list where all the keys have the same values as in Destination, with the possible exception of the keys return
and dn.
Important Information
•
Normally URS itself performs all external routing operations if you configure the corresponding Application options. Use this function to perform external routing independently from that specified in the URS
Application object
Options
tab.
•
(Network Routing only) Network T-Server (versions 6.1 and later) provides the Access Number to URS for the remote T-Server. Remote, premise T-Servers connected to Network T-Servers of version 6.1 or later, no longer have to be connected to URS directly unless agent reservation is required.
•
External routing for T-Servers is called Inter Server Call Control (ISCC).
The Genesys T-Server documentation also uses the term “clientdesignated” external routing. Generally, for ISCC transactions, T-Server asks another site (T-Server) for the switch’s access number using
TGetAccessNumber, then transfers a call to that site. With clientdesignated external routing, URS (as a T-Server client) sends
TGetAccessNumber to acquire the necessary info. When received, URS sends this information to an appropriate T-Server, which transfers the call to the new destination. This client-designated (or URS-controlled) feature is used when T-Servers are not talking/configured with each other or if it is more convenient that way for a particular site.
The key return
receives error
as a value in the following cases:
•
0001 Unknown error
—for example, a failure to send GetAccessNumber request
•
0002 Transfer in progress
•
0003 Treatment in progress
•
0004 Call is on hold
—the agent has put the interaction on hold
•
0005 Call gone
—URS has not registered a DN belonging to the interaction
•
0006 Operation impossible
—the interaction cannot be routed from the current DN
•
0008 Routing done
—not permitted in post routing
•
0012 Bad target
—invalid target string
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•
0013 Remote error
—T-Server error
•
0015 Closed server
—no connection with T-Server
•
0018 Unknown object
—unable to find switch or T-Server for the target
If the function does not return any errors, the key return
receives ok
as a value.
If the value in Destination corresponding to the key switch
is the name of the switch where the interaction is currently located, no further processing is done, and the key dn
retains its value from
Destination
. If the specified switch is different from the current switch, URS uses the external routing protocol to inquire for an access number from the remote T-Server, and the obtained number is provided in the result as the value corresponding to the key dn
.
IncrementPriority
Note:
This function replaces the Increment function, which has been retired.
Parameters:
Increment: INTEGER
(delta of priority, can be positive or negative)
Interval: INTEGER
(time interval priority is incremented)
Return value type:
VOID
This function is extended version of the Increment function and results in incrementing interaction priority by the
Increment
every
Interval
second. This function affects the priority of an interaction for all targets: targets the interaction is already waiting for and those it may be waiting for in the future.
Note:
Interval can not be less then 5 seconds (URS will always use as the
Interval the value max(Interval, 5)).
KeepQueue
Parameter:
KeepQueue
: CONSTANT or variable
Return value type:
VOID
This function prevents URS from distributing any interaction with a priority less then current one if the function is set to true. The default value for this function is false
.
When examining interactions within a queue waiting for a target, URS searches for the interactions with the maximum priority and stops when it finds interactions that can be routed or encounters an interaction with
KeepQueue[True]
. If an interaction with
KeepQueue[true]
cannot be routed immediately, URS must maintain its priority in queue and cannot pass over it to route a low-priority interaction. Until this interaction is routed, no other interactions with a lower priority are routed to the selected target.
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Example KeepQueue Usage:
•
A strategy uses a busy treatment on an IVR that URS does not control.
•
An interaction arrives at a routing point and is sent to the IVR because the agent is busy.
•
Then the agent becomes available but URS cannot send the interaction to the agent because URS does not control the IVR where the interaction is located.
•
Another interaction arrives.
•
Without
KeepQueue set to true for the first interaction, this second interaction would be sent to the agent.
•
With
KeepQueue
set to true for the first interaction, the second interaction is sent to another IVR port. The second interaction cannot be sent to the same IVR port as the first interaction because this IVR port is busy with the first interaction.
•
When the first interaction returns from the IVR, the interaction is routed to the agent.
•
If the first interaction never returns from the IVR (for example, if the interaction was abandoned) and the URS option call_tracking
is set to true, URS will delete this first interaction after a minute to unblock access to the agent.
Warning!
To avoid the situation where one interaction with
KeepQueue[True] prevents all subsequent interactions from ever being routed, do not activate
KeepQueue
for a long time (set it to true
in one place in a strategy after specifying a wait time for a target, and then set it to false
) or set the URS option, call_tracking to true
. By setting call_tracking to true
, URS will remove any interactions that have not moved off the routing point after one minute.
Use this function when adherence to call priority is critical.
This function returns no errors.
Important Information
•
Using this function could cause longer waiting time for interactions in queues and so affect the reporting statistic for queues due to the adherence to call priority.
•
Busy treatment settings for transition_time
, transfer_time
, and timeout and the setting of the KeepQueue function do not affect one another.
NMTExtractTargets
Parameters:
Data: string
(a comma-separated list of elements representing a targets list where the
RecordSize
value describes one target)
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RecordSize: INTEGER representing the number of items used to describe each target in the targets list returned from the query
(valid values are 1-4). Each target can be described using four elements:
Data
,
Threshold
,
Speaking Time
, and
RetryTime
. Note:
IRD verifies only the type of entered value (must be
Integer)
, but not boundaries.
Default Threshold: INTEGER
Default Speaking Time: INTEGER
(if you do not specify a value, the default speaking time is set to 0)
Default Retry Time: INTEGER ( if you do not specify a value, the default retry time is set to 0)
Return value type:
STRING
comma separated list of targets with thresholds
page 484
RStatCallsInQueue statistic.
This function enables you to track the number of active calls at a DN that is not configured in the Configuration Database. It establishes a counter for all active calls at the non-configured DN. Using this counter, you can compare the number of active calls to a specified threshold, and stop routing calls to the DN when the threshold has been reached.
The NMTExtractTargets function parses a targets list, which is a commaseparated list of elements produced by a database query. Each target can be described using four elements:
Data
,
Threshold
,
Speaking Time
, and
RetryTime
.
These parameters are explained below:
•
Data
—Identifies the target.
•
Records size
—How many elements are entered to describe each target. If some of four elements listed in the following bullets are absent (only
Data is mandatory) the corresponding function parameters are used instead.
•
Threshold
—The maximum number of calls on the destination when this destination is considered to be ready. The threshold value is considered as attribute to a call. NMTExtractTargets sets this attribute for each call it evaluates.
When it is time for the call to be routed to the non-configured DN, URS compares the call's threshold attribute to the counter. If the counter shows a value greater than the call's threshold attribute, the call is not routed until the counter’s value drops below that threshold.
•
Speaking Tim e—URS considers a call to a non-configured DN to be terminated when T-Server reports that it is terminated. However, if no information is received from T-Server in
<MaxCallLiveTime>
seconds, URS considers the call to be terminated.
•
Retry Time
—If URS receives an error message in response to a routing request to a non-configured DN that indicates that the number of calls at the destination is different from the number URS believes are there, URS
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<Retry Time>
seconds. This delay enables synchronization of the number of calls on the DN with the number that URS believes are there.
Examples
The following is an example of input and output for the NMTExtractTargets function:
NMTExtractTargets['1111111,22222,333333', 1, 10, 120, 20] =
'{RStatCallsInQueue<=10}1111111.DN,
{RStatCallsInQueue<=10}22222.DN, {RStatCallsInQueue<=10}333333.DN'
Where
'1111111,22222,333333'
is the targets list Data, 1 is the number of items per target (
Record size
), and 10, 120, and 20 are
Default Threshold
,
Default Speaking Time
, and
Default Retry Time
respectively.
Another sample:
NMTExtractTargets['1111111,10,22222,20,333333, 30', 2, 0, 120, 20] =
'{RStatCallsInQueue<=10}1111111.DN,
{RStatCallsInQueue<=20}22222.DN, {RStatCallsInQueue<=30}333333.DN'
Using the Function
Use of this function to track the number of calls at non-configured DNs usually includes:
1. Setting a threshold, using the SetThresholdEx function, for every nonconfigured DN that you want to include. The only threshold you can set for non-configured DNs applies to the value returned by the
RStatCallsInQueue statistic.
Alternatively, you can set a threshold by prefixing
Threshold{Statistic op value}
before the target specification. When you set a threshold in this way, the NMTExtractTargets function automatically augments the targets with prefixes in the indicated format. The output of this function is a comma-separated list of targets, with thresholds, that is ready to be used as a parameter of standard target-selecting functions or objects.
2.
Configuring URS to count the
RStatCallsInQueue statistic for nonconfigured DNs..
3.
Setting all the non-configured DNs as targets in Selection object (see
page 287
).
Note:
URS has no information about the current state of the DN—only the number of calls active on it. Active calls are considered to be the number of calls URS sent to the target minus the number of calls that were terminated.
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In addition to generating output, the NMTExtractTargets function also overwrites the default values (
15 seconds and
600 seconds
) for RetryTime and
Speaking time. Thresholds for non-configured DNs set using the
SetThresholdEx function, for example, use the current default values for
RetryTime and Speaking Time that were set by the latest NMTExtractTargets function.
Note:
Changes applied to default settings (RetryTime, Speaking Time) specified in the NMTExtractTargets function work only for nonconfigured DNs that were created after NMTExtractTarget function was used. Those non-configured DNs that were created previously are not affected by any changes made using the NMExtractTargets function.
If the information about the non-configured DNs (numbers, threshold values) is retrieved from a database, use the NMTExtractTargets function to transform the result of the database query into a target list suitable for use in the Selection object (rather than doing it manually). In this case, NMTExtractTargets automatically sets all the specified thresholds and you do not need to call the
SetThresholdEx function.
Setting Multiple Thresholds
You can set more than one threshold by using the NMTExtractTargets function in more than one strategy or using it more than once in a single strategy. In this way you can set a different allowable number of concurrent calls for different
situations, as described in “Using NMTExtractTargets to Set Multiple
page 506
Note:
If you use the same non-configured DN in other strategies or in multiple places in the same strategy, the same counter is used for that
DN.
Using NMTExtractTargets to Set Multiple Thresholds—Example
You can set different thresholds for the same non-configured DN to take account of different business conditions.
For example, between 9:00 AM and 5:00 PM, an outsourcer with a nonconfigured DN can handle 100 concurrent calls. After 5:00PM, the outsourcer can handle only 50 concurrent calls on this DN.
Here is how it works:
1. Place the NMTExtractTargets function in two places. You can use it twice in one strategy or use two separate strategies to handle this situation, depending on what is best suited to your environment. A global counter is created for the non-configured DN.
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2.
Using one instance of the function, set a default threshold value of
100
to be attached as an attribute to all calls that arrive between 9:00 AM to 5:00
PM.
3.
Using the other instance of the function, set a default threshold value of
50 to be attached as an attribute to all calls that arrive between 5:00 PM and
9:00 AM.
When a call is ready to be routed, the call attribute is compared to the global counter, which is incremented or decremented to correspond to the number of active calls on this non-configured DN. If the value on the counter is greater than the call's Threshold attribute, the call is not routed until the counter’s value drops below the appropriate threshold.
Deployment Considerations
Only one URS can send calls to the non-monitored DN. If you require multiple
Service Numbers to distribute to the same non-monitored DN, align the SN-to-
DN table, the network switch, and URS so that all calls sent to a nonmonitored DN are processed by the same URS.
You can use a Network T-Server or a SIP Server as the network switch.
To use this function, URS must register on a special DN, called switch::
in order to receive notification from T-Server about the termination of calls.
If you do not register, the RStatCallsInQueue statistic is not correctly calculated for non-monitored targets. Registration is not automatic and is controlled by URS’s
“call_monitoring”
option (see
page 536
Priority
Note:
For additional information, see the business-priority routing section in the Universal Routing 7.6 Routing Application Configuration Guide,
Recommended Settings table.
Parameter:
Priority
:
INTEGER
or variable
Return value type:
VOID
This function sets the default priority for the current interaction (sets the value to be used when the interaction is placed in the queue). For example, if an incoming interaction is identified as preferred (by its ANI or the IVR), it can be routed ahead of those that are already waiting. To increase the priority as time goes by, use the IncrementPriority function (see
page 502
). The default priority of the interaction is used when an interaction is placed in the internal router queue of a target list.
You can use the Priority function multiple times before a target Selection object to affect the content of the targets within that target Selection object
only, such as during recursive (cascading) targeting.
Figure 213
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Figure 213: Example Strategy Using Priority Function
In the example strategy in
Figure 213
, if an interaction with the priority set to
10 is not routed in the first target Selection object, the interaction goes out the red port to the next Funtion object where the priority is decreased to 9. If the interaction is still not routed in the second target Selection object, the priority is decreased again to 8 and goes to the third target Selection object.
Important Information
•
The Priority function does not affect the priority of the interactions that were waiting for a target. To do this, use the SetVQPriority function (see
page 518
).
•
The Priority function does not affect the specific internal router queue
priorities set by the functions SelectDN (see
page 513
) and SetVQPriority
(see
page 518
).
•
Greater numbers correspond to higher priorities. The default priority of an incoming interaction is zero.
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PriorityTuning
Note:
For additional information, see the section on business-priority routing in the Universal Routing 7.6 Routing Application Configuration Guide.
Also note that Genesys currently does not support “What-If” wait time business-priority routing for non-voice interactions processed outside of URS.
Parameters:
UseAgeOfInteraction
:
INTEGER
( true
or false)
UsePrediction
:
INTEGER
( true
or false
)
Return value type:
VOID
URS always puts interactions into waiting queues according to their priorities.
The PriorityTuning function defines how URS handles interactions with the same priorities. By default, interactions with the same priority are ordered according to the time the interaction began to wait for some target.
UseAgeOfInteraction Parameter
If parameter
UseAgeOfInteraction
is true
, URS uses the time the interaction was created instead of the time interaction is placed into the waiting queue.
Age of interaction is usually the time that URS starts the strategy for the interaction.
Setting the interaction age enables you to safely exit and reenter routing objects. The interaction does not lose its position in queue, because its position is based on the age-of-interaction value, which is not affected by movement from object to object.
Strategy Setup: UseAgeOfInteraction = true
Set up the strategy as follows:
1. Use function SetInteractionAge(
Keep
) to timestamp the interaction. Age of interaction will be counted from this moment on.
2.
Use function PriorityTuning to prioritize this interaction among others in the queue according to their age. Set parameter
UseAgeOfInteraction
to true
.
Figure 214
shows how this looks in a strategy.
Figure 214: PriorityTuning with UseAgeOfInteraction Se t to True
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Use case:
•
Interactions queued by FIFO.
•
Business process and call flow requires many transfers/collaborations.
•
The age of interaction needs to be known to adjust interaction priority based on age.
UsePrediction Parameter
If
UsePrediction
is true
, then URS calculates the estimated time for the interaction to be answered and will use this time instead of the time that the interaction has already waited.
Strategy Setup: UsePrediction = true
Set up the strategy as follows:
1. Use Function PriorityTuning to adjust interaction priority based on what-if wait time
2.
Set parameter
UsePrediction
to true
.
Figure 215
shows how this looks in a strategy.
510
Figure 215: PriorityTuning with UsePrediction Set to True
Use case:
•
Interactions queued by FIFO.
•
Contact center staffs queues unevenly and agents are shared among these queues.
For example, if interaction #1 waits 10 seconds and interaction #2 waits 20 seconds, then URS puts interaction #2 in front of interaction #1 in the waiting queue (20 >10). If, however,
UsePrediction
is true, URS calculates the estimated time for the interaction to be answered. In this case, URS might estimate the waiting time for interaction #1 as 60 seconds and the waiting time for interaction #2 as 40 seconds. In this case, URS puts interaction #1 in front of interaction #2 (10+60 > 20+40) in the queue.
PriorityTuning with SetInteractionAge and use_service_objective
By default, interactions with the same priority are ordered according to the time the interaction began to wait for some target. The PriorityTuning
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PriorityTuning and SetInteractionAge Function
The SetInteractionAge function (see
page 457
) can modify interaction age as
follows:
•
Set parameter
UseAgeOfInteraction
of function PriorityTuning to
true
.
•
Set function SetInteractionAge to true
in the strategy loaded at the very first routing point the interactions enters.
Use the above when the business scenario exists:
•
The contact center has lots of interactions transferred/collaborated due to business process needs.
•
The relative age of an interaction should be known so that interaction priority in a waiting queue can be adjusted based on the age. (Relative age is the time accumulated since interaction entered very first routing point.)
Note:
The time that the strategy was started and the time the interaction was queued can be very different if mandatory treatments are used at the head of the strategy before target selection.
See the Universal Routing 7.6 Routing Application Configuration Guide for information on using the PriorityTuning and SetInteractionAge functions for handling ring-no-answer scenarios.
PriorityTuning and the use_service_objective Option
The complementary use_service_objective
option (see
page 582
) allows you to scale the time interval for different interactions. If this option set to true
,
URS scales the time interval that the interaction waits (or is going to wait)
according to the Service Objective of the interaction (see “MultiAttach” on
page 131
for information on Service Objective).
If two interactions wait the same time, such as 60 seconds, but interaction #1 has a Service Objective of 30 seconds and interaction #2 has a Service
Objective of 120 seconds, then URS puts interaction #1 ahead of interaction #2 in the queue (60/30 > 60/120).
Note:
The use of Service Objective for priority tuning is on the server level.
You cannot use it for specific routing points or queues (virtual queues).
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Warning!
The interaction selection criteria associated with the Priority
Tuning function (age of interaction, relative wait time (such as wait time in queue or predictive wait time), service objective risk factor, or any combination of these parameters) are not supported in a multi-URS environment in the scenario where the same target is selected from multiple interactions by different URSs.
RouteCall
Parameter:
Destination
:
STRING
(target) or variable (representing a string for the destination)
Return value type:
STRING
(target)
This function attempts to definitively route the current interaction to a target specified in low-level format. Its operation is very similar to that of the function DeliverCall with
Type
parameter equal to
1
(
DeliverToAgent
) or
2
(
DeliverToIVR
). The returned value also obeys the rules listed there.
This function differs from DeliverCall in the following ways:
1. The function RouteCall waits for
EventRouteUsed
from T-Server in order to conclude that the interaction has been sent to the destination successfully.
Thus, it is not concerned with the actual arrival of the interaction at the destination DN.
2.
After the current interaction has been routed successfully, URS no longer controls it. After the definitive routing of the interaction, URS proceeds to execute the postrouting actions, specified in the sequence of objects.
Note:
Usually the input for this function is the output from the SelectDN,
SuspendForDN, or Translate function. You also can manually construct the target string, but in this case URS performs routing in force mode. That is, no statistics calculated by URS are updated.
Important Information
•
The interaction is diverted from all virtual queues and all internal router queues after confirmation only.
EventDiverted
is generated for all configured virtual queues on which the interaction has been waiting. When the function returns with a Remote error message, the interaction is not removed from virtual queues or internal router queues.
•
The possible error messages are the same as those for DeliverCall. See
page 497
•
URS does not correctly calculate the percentage allocation if functions
SelectDN and RouteCall are not in the same strategy.
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Routed
Target Manipulation Functions
Parameters: none
Return value type: none
This function marks an interaction as routed. When routing functions, such as
RouteCall, are successfully executed, an interaction is implicitly marked as routed. This function explicitly marks the interaction as routed.
This is important when successful routing could simply be applying a treatment or sending an automated e-mail response. Since no routing object is being executed, URS has no information about which action means that the interaction was successfully routed. This function allows URS to dispose of the interaction when the strategy is completed and not route the interaction to the default destination.
SelectDN
Parameters:
Virtual Queue
:
STRING
or variable (representing a string for the virtual queue)
Priority
:
INTEGER
or variable
Statistic
:
STRING
or variable (representing a string for the statistic)
Selection Flag
:
StatSelectMax
,
StatSelectMin
, or
StatSelectAny
Target
:
STRING
or variable (representing a comma-separated list of targets:
Agent, Agent Group, Campaign, Campaign Group,
Destination Label, Place, Place Group, Queue, Queue
Group, Routing Point
)
Return value type:
STRING
(target)
This function corresponds to the initial steps of the operation of a Routing object (
page 274
):
•
creating an internal router queue as part of a prescribed virtual queue,
•
inquiring from Stat Server on the availability of any of the listed targets and,
•
if any of the targets are available, choosing one according to some criterion.
If no available target is found, the function returns return:timeout;
otherwise, the returned result is a key-value list containing the pair return:ok
and a lowlevel target specification consisting of detailed information on the chosen target, obtained from Stat Server.
Note:
The output of this function is usually used as input for other functions, such as BlockDN, Translate, DeliverCall, or RouteCall.
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List Returned by SelectDN
If the function SelectDN succeeds in selecting an available target, then, in addition to the pair return:ok, the list returned by the function will contain the following keys: target_name
—the name of the selected target from the list.
target_location
—the location of the selected target from the list.
target_type
—the type of the selected target from the list.
vq
—the virtual queue name specified as a parameter of the function SelectDN.
dn
—an available DN of the selected target; this value is reported by Stat
Server. If the target is an agent and the option use_agentid is set to true, then the value of this key will not be a DN but the Employee ID of the agent.
switch
—the switch where the DN provided for the selected target is located; this value is also reported by Stat Server.
agent
—the Employee ID of the agent selected; this value, reported by Stat
Server, is present only if the target is of type
Agent
(
.A
) or
Group of Agents
(
.GA
).
place
—the name of the place selected; this value, reported by Stat Server, is present only if the target is of type
Agent
(
.A
),
Group of Agents
(.
GA
),
Agent
Place
(
.AP
),
Group of Places
(
.GP
) or
Campaign Group
.
Virtual Queue Parameter
The parameter
Virtual Queue
can contain an arbitrary string or variable. If the empty string is passed, the interaction is placed on the generic virtual queue. If the virtual queue name given in this parameter is the same as the Alias of a virtual queue configured in the Configuration Database, and if the interaction is not already waiting on that virtual queue,
EventQueued
is sent; the parameter is used by Stat Server to maintain virtual queue statistics.
Priority Parameter
The
Priority
parameter sets a priority of the interaction for the newly created internal router queue. If you want to use the global priority of the interaction for the internal router queue, you should pass to this parameter the value returned by the function GetPriority. This feature of the function SelectDN has no analog in a Routing object.
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Note:
The priority of an interaction assigned by the function SelectDN is specific to the internal router queue, and does not affect the global priority of the interaction. After a specific internal router queue priority is assigned, it remains in effect until the next time it is changed by the function SetVQPriority or increased by the action of the latest
Increment object.
Statistic Parameter
The
Statistic
parameter only affects the operation of the function if the
Selection Flag
parameter equals
StatSelectMax
or
StatSelectMin
. In this case, the value of this parameter must be a predefined statistic or a statistic defined within the strategy.
Target Parameter
In IRD, the target types in the dialog box include:
•
Agent
•
Agent Group
•
Destination Label
•
Place
•
Place Group
•
Queue
•
Queue Group
•
Routing Point (virtual and real)
•
Variable
For all types but
Variable
, you also specify the name of the object for the selected type and its location (the Stat Server name). For the Variable type, select the name of the variable only.
The
Target
parameter can be a string or a variable to specify a target parameter. You can specify one or more targets or create a variable and using the Assign function, assign a list of targets to that variable.
The value of every target parameter (as opposed to a variable parameter) must be a comma-separated list of syntactically correct high-level targets
(
when written in full notation). The targets can be in reduced notation, with
StatServerName
or
Type
omitted. If
StatServerName
is omitted, the name specified in the configuration option default_stat_server
is used; the value used for an omitted
Type
is obtained from the configuration option default_object
. These rules for completing targets specified in reduced notation are the same as for a routing object.
Different weights can be assigned to different targets. If you use weights, make sure that all the specified targets on all the lists receive weight numbers. URS parses out the weight number by searching for the first instance of square
Reference Manual 515
Chapter 3: Interaction Routing Designer Functions Target Manipulation Functions brackets [], between which an integer value must be specified. Thus, the initial substring leading to the opening square bracket is ignored by URS. Two intuitively appealing choices for the format are as follows:
•
Immediately specifying a weight in square brackets, followed by a highlevel target, for example,
.
•
Using the word Weight in front of the number in square brackets for the sake of a visual analogy with a
SELECTION
statement, for example,
Weight[40][email protected]
.
Be aware, however, that URS interprets
WildStrawberries[40][email protected]
in the same way as either of the above two formats.
When weights are assigned to targets, URS selects targets for which the ratio of the target weight to the sum of all weights from all lists is greater than the ratio of the number of calls routed from the internal router queue to that target to the total number of calls routed from the internal router queue.
If weights are assigned to targets, any specified statistic is ignored regardless of the value of the parameter
Selection Flag
.
As an alternative to using the SetThresholdEx function, you can specify a threshold for each target by prefixing the target specification with
<
Threshold>{<statistic> op <value>}
.
For example, entering
Threshold{StatCallInQueue<5}Queue.Statserver.Q
has the same result calling the function
SetThresholdEx[Queue.Statserver.Q,
StatCallsInQueue, 5 ReadyIfLess]
with the subsequent targeting of
Queue.Statserver.Q
.
Important Information
•
URS does not correctly calculate the percentage allocation if functions
SelectDN and RouteCall are not in the same strategy.
•
page 495
for more information on DNs as
targets.
•
If a target is assigned a weight of 0, it can only be selected if no target of positive weight is reported as available by Stat Server.
•
Spaces are ignored between the square brackets designating the weight of a target. If any character other than a space or a decimal digit occurs between the square brackets, the corresponding target is assigned a weight of 1.
•
The BlockDN function (see
page 495
) blocks and unblocks a DN for a
specified period of time.
The following errors are possible:
•
-001 Timeout
—the reservation or treatment delay time is over or there are no targets.
•
0001 Unknown error
—for example, invalid target selection.
•
0008 Routing done
—not permitted in postrouting.
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Specifying the Targets in Target Lists
All the possible ways for specifying targets in a Routing object are also available in the case of the function SelectDN. Therefore, for the
TargetList parameters, you can freely use explicit string constants, variables, functions, and compositions of functions, including the special function UData and the function Skill.
SetTargetThreshold
Use this function to define the statistical threshold for imposing additional readiness conditions for targets. One possible use for this function is in the
Multi-Function object when implementing a Share Agent by Service Level
Agreement routing solution. In this case, it can define the statistical thresholds for borrowing and lending agents.
Parameters:
Target:
STRING (statistical object) or variable (representing a string for the target that the routing condition is imposed upon, such as a string for the target that can lend agents if all
conditions are met such as shown in Figure 79 on
page 139
Similar to the existing SetThresholdEx function on
page 484
.
Statiscal Expression
: STRING. Represents statistical
(threshold) expression representing a condition that must be true for the conditional routing to occur, such as the
borrowing/lending expression shown in Figure 79 on
page 139
.
Figure 216
shows a strategy that uses the Multi-Function object and
SetTargetThreshold.
Reference Manual 517
Chapter 3: Interaction Routing Designer Functions
Conditions for agent group serving VISA customers to borrow agents from MC agent group
ConditIons for agent group serving VISA customers to borrow agents from
DISCOVERY agent group
Multi-Function object
Target Manipulation Functions
Lending conditions
Borrowing condition
Figure 216: SetTargetThreshold Specified in Multi-Function Object
page 138
to see the properties dialog box associated with the MultiFunction object. The MultiFunction object properties dialog box reflects what was previously selected in the Function Properties dialog box
page 139
For detailed information on using the SetTargetThreshold function, see the chapter on Share Agent by Service Level Agreement Routing in the Universal
Routing 7.6 Routing Application Configuration Guide.
page 497
.
SetVQPriority
Note:
For additional information, see the section on business-priority routing in the Universal Routing 7.6 Routing Application Configuration
Guide..
Parameters:
VQ Name
:
STRING
or variable (representing a string for the VQ
Name)
Priority
:
INTEGER
or variable
Return value type:
VOID
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This function explicitly sets the virtual queue priority of the current interaction for a specified virtual queue. This priority will become the internal URS queue priority for every internal URS queue composing the virtual queue, and it invalidates the priorities set for these internal URS queues. Every time the specific internal URS queue priority of an interaction is reset, it is moved ahead of all lower-priority calls and behind all higher-priority calls and previous calls with the same priority in the URS waiting queue.
When defining
VQ Name
, the value can be specified in two ways:
•
Enter the string manually.
•
From the dialog box, opposite
VQ Name
, click under
Value
. In the resulting
Key dialog box, select a Type (
VQ Name or
Variable
), and then select or enter a value. The values available are for the configured
VQ Name
. The values available for the Variable type are the variables included in the
Variable list.
When the function is called with the parameter
VQ Name
set to the empty string, all internal URS queue priorities for the current interaction are reset, but the function SetVQPriority still affects the global priority of the interaction.
SuspendForDN
Parameter:
Timeout
:
INTEGER
or variable
Return value type:
STRING
(target)
This function waits for an available target from any of the virtual queues on which the current interaction has been placed. The wait is a length of time specified in seconds by the
Timeout
parameter.
If the timeout period elapses without a target becoming available, the function returns
return:timeout.
For example, a target does not become available to the current interaction if an earlier interaction with the same or higher priority is waiting for the target.
If a target becomes available to the current interaction before the timeout elapses, the value associated with the key return
in the returned list is ok
, and detailed information on this target is returned in the same format as in the case of low-level targets returned by SelectDN. This low-level target can then be used for explicit routing (see RouteCall on
page 512
editing.
Note:
The output of this function is usually used as the input for other functions, such as BlockDN, Translate, DeliverCall, or RouteCall.
The following errors are possible:
•
-001 Timeout
—wait time is over.
•
0008 Routing done
—not permitted in postrouting.
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Chapter 3: Interaction Routing Designer Functions Target Manipulation Functions
Note:
The BlockDN function (see
page 495
) blocks and unblocks a DN for a
specified period of time.
SuspendForTreatmentEnd
Parameter:
Time
:
INTEGER
or variable
Return value type:
STRING
(target)
This function pauses the execution of the strategy until the last treatment begun with one of the StartTreatment functions is over or until the end of the interval specified in seconds by the
Time
parameter.
If no treatment is applied to the interaction, the function immediately returns return:ok
.
If the interaction undergoes a treatment that ends before the specified time is over, the function returns return:ok
as soon as the treatment ends.
If the interaction undergoes a treatment that continues during the specified interval, the function returns return:timeout
when the specified time is over.
The following error messages are possible:
•
-001 Timeout
—wait time is over.
•
0008 Routing done
—not permitted in postrouting.
•
0013 Remote error
—T-Server reports an error.
TargetSelectionTuning
Parameters:
UseCostFactor
:
INTEGER
( true or false
) or variable
Return value type:
VOID
Use this function to activate a configured cost-based routing solution. For more information on CBR, see the chapter on cost-based routing in the Universal
Routing 7.6 Cost-Based Routing Configuration Guide.
Translate
Parameter:
Destination
:
STRING
(target) or variable (representing a string for the destination)
Return value type:
STRING
(target)
This function adds key-value pairs, which correspond to the results of number translation, to the target that is supplied as a parameter. All the key-value pairs with keys other than return
are present in the returned result. In the output, the value associated with return
can be ok
or error
. If the return value is ok
, the added key-value pairs have the following keys:
520 Universal Routing 7.6
Chapter 3: Interaction Routing Designer Functions Retired Functions
•
label
—the value of this key is the translated DN; this value is obtained from the instructions in the DN Source field of the switch-to-switch access code.
•
location
—the value of this key is the translated switch; this value is obtained from the instructions in the Location Source field of the switchto-switch access code.
•
dnis
—the value of this key is the translated DNIS; this value is obtained from the instructions in the
DNIS Source
field of the switch-to-switch access code.
•
route_type
—the value of this key is the translated route type represented as an integer; this value is taken from the
Route Type
field of the switch-toswitch access code.
•
extension
—the value of this key is the translated Extensions list of the interaction; this value is obtained from the instructions in the
Extensions
Source
field of the switch-to-switch access code.
•
reason
—the value of this key is the translated Reasons list of the interaction; this value is obtained from the instructions in the
Reasons
Source
field of the switch-to-switch access code.
If the key return has a value of error
, the following two error messages are possible:
•
0008 Routing done
—not permitted in postrouting; this message will be returned if the interaction has already been routed successfully by the function RouteCall or by a Routing object, or if the interaction has been force-routed either by the function TRoute or by a combination of the
Force object with a Routing object.
•
0019 Translation failed
—likely due to incorrect configuration; this error message is returned if either the destination switch was not found in the
Configuration Database or no access code was configured from the current switch to the destination switch.
If the required configuration options are specified appropriately, URS automatically performs translation. Use this function if you want translation to be done independently of the options set in the URS Application object.
Retired Functions
Retired functions and replacements are presented below.
Default
This function has been replaced by the Default Routing object.
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Chapter 3: Interaction Routing Designer Functions Retired Functions
GetLastError
This function has been replaced by the Error Segmentation object (see
page 116
Goto
This function is no longer necessary because the output of an object can be linked to any other object.
Increment
This function is replaced with IncrementPriority.
InvokeNirvanaMethod
This function has been retired.
OnError
This function has been retired. Use the Error Segmentation object (see
page 116
SetThreshold
This function has been replaced by “SetThresholdEx” on
page 484
SetTreatmentMode
This function has been retired in the 6.x releases. When running 5.1 strategies in URS, use the URS option compat_treatments
to specify whether treatments
will repeat. See “compat_treatments” on
page 537
URS 6.5 still supports the SetTreatmentMode function if it is used in a 5.1.x strategy. In 5.1.x releases, the function SetTreatmentMode overwrote the compat_treatments
option. If the SetTreatmentMode function is used in a 5.1.x strategy, although the SetTreatmentMode function does not overwrite the compat_treatments
option, the function does take precedence over the compat_treatments
option.
Skill
This function has been retired. See Multiskill function on
page 439
522 Universal Routing 7.6
Chapter
4
Configuration Options
Universal Routing provides various configuration options for handling interactions and communicating with other servers. This chapter contains the following topics:
Setting Options, page 524
z z z z z z z z z
Summary of Options, page 526
List of URS Options, page 526
URS Option Descriptions, page 533
URS Options for Use with Web Services, page 588
IRD Options, page 591
Custom Server Options, page 593
Routing-Related Interaction Server Options, page 595
Routing-Related Message Server Options, page 597
ADDP Options for Universal Routing Server, page 597
Retired Options, page 598
z z
See
page 595
for information on options that control the interaction of URS and Interaction Server.
See
page 593
for information on Custom Server options.
Note:
Log
section options are described in the Framework 7.6 Configuration
Options Reference Manual since log
section options control
Management Layer logging and are common to all servers. Also see
page 585
for information on setting URS log options in the default
section.
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Chapter 4: Configuration Options Setting Options
Setting Options
Most options described in this section are specified on the
Options tab of the
Properties window of the
Application object.
Figure 217
window of the URS
Application object in Configuration Manager.
524
Figure 217: URS Properties Dialog Box, Options Tab, Default Section
Universal Routing 7.6
Chapter 4: Configuration Options Setting Options
Other options must be added in Configuration Manager via the
Properties dialog box of servers to which URS connects, Tenants that use the URS, and routing points and other DNs.
URS Options
URS options are placed in the following option folders:
•
For the URS Applicatio n
—in the default
section of the
Options tab or the
Annex tab of the URS
Properties
Figure 217
are specified in both places, those specified in the
Options tab take precedence.
•
For a T-Server Application to which URS connects—in the
Options tab or the
Annex tab of the T-Server Application
Properties dialog box, in a section with the same name as the name of the URS Application, or in a section named either
__ROUTER__
or default
.
•
For a Stat Server Application to which URS connects—in the
Options tab of the Stat Server Application
Properties dialog box, in a section with the same name as the name of the URS Application, or in a section named
__ROUTER__ or default
.
•
For a Message Server Application to which URS connects—in the
Options tab of the Message Server Application
Properties dialog box, in a section with the same name as the name of the URS Application, or in a section named
__ROUTER__ or default
.
•
For a Tenant (only in a multi-tenant environment)—in the
Annex tab of the
Tenant
Properties dialog box, in a folder with the same name as the name of the URS Application, or in a folder named
__ROUTER__
.
•
For a DN—in the
Annex tab of the DN
Properties dialog box, in a section with the same name as the name of the URS Application, or in a section named
__ROUTER__
.
To enter options in the
Annex tab of Tenants or DNs, make sure that the
Annex tab is displayed. To do this:
1. In Configuration Manager, select
Options from the
View menu.
2.
Select the
Show Annex tab
check box.
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Chapter 4: Configuration Options Summary of Options
Summary of Options
Table 103
lists the options that you can configure in the
Application objects for URS, IRD, routing points, Tenants, T-Server, or other appropriate components (as specified in the full description of the option), a short option description, and the page number where the option information can be found.
The table contains brief descriptions of the options, for quick reference.
•
page 526
.
•
For IRD options, see
page 591
.
•
For Custom Server options, see
page 593
.
•
For Message Server options used by URS for monitoring, logging, and load balancing, see
page 595
.
•
For a list of other options that affect communication between URS and the
Genesys Multimedia Interaction Server component, see
page 598
•
For the options used to configure the HTTP bridge functionality, which enables you to contact Web Services from a strategy using the Web Service
object, see “URS Options for Use with Web Services” on
page 588
•
For log option descriptions, see the Universal Routing Server section of the
Framework 7.6 Combined Log Events Help. Also see the verbose
option
page 585
•
For information on the High Availability licensing feature
( router_ha_option
) set in Licensing Manager, see the Genesys 7 Licensing
Guide. Also see option “pickup_calls” on
page 552
•
For a list of retired options, see
page 598
Warning!
To avoid problems, you are strongly advised to read the detailed description of the options later in this chapter.
List of URS Options
Table 103
lists URS options in alphabetical order.
526 Universal Routing 7.6
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Table 103: URS Options
Name
automatic_attach call_kpl_time call_monitoring call_tracking change_tenant compat_treatments count_calls default_db_server default_destination default_object default_stat_server environment event_arrive
Brief Description Detailed
Description
Page
same target.
Controls whether URS automatically attaches pegs to different strategy actions.
One aspect of fixing the problem of calls getting stuck in virtual queues by improving synchronization between URS, T-Server, and various Genesys
Reporting components. Stuck calls can happen when connections between these components are broken.
Set this option to true
to have URS register on a special DN that enables you to track the number of live calls. Use it when you need URS to supply statistics for non-configured DNs.
Controls the way URS tracks interactions.
Enables URS to switch the name of the tenant when using the Switch-to-Strategy Routing object.
Determines the mode for busy treatment requests and whether busy treatments should repeat.
Enables URS to calculate the RStatCallsInQueue and
RStatLoadBalance statistics for specified DNs.
Determines the name of the DB Server that URS considers to be the default.
Specifies a default destination for routing interactions.
Designates a default routing object.
Designates a default Stat Server.
Informs URS about various environment parameters in case there are some actions URS should undertake to guarantee successful functioning in that particular environment.
Enables URS to monitor DNs that it usually doesn’t monitor (or stop).
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Table 103: URS Options (Continued)
Name
extrouter_dn extrouter_timeout function_compatibility give_treatment hide-private_data http_log_file http_log_size http_port ignore_customer_id inv_connid_errors lds log_buffering log_check_interval log_remove_old_files
Brief Description
Registers a virtual DN.
Specifies the time that URS will wait for a remote access number.
Regulates the compatibility of the behavior of a function.
Controls whether URS gives the Ringback treatment to incoming interactions.
Prevents attached data from appearing in the URS log file.
Detailed
Description
Page
Log file for HTTP bridge error and trace messages.
HTTP bridge maximum log file size in bytes. Once the maximum size is reached, the oldest messages are deleted as new ones are written to the log. You must also configure the log_check_interval and http_log_file options to use this option.
Use to set communication parameters with the
HTTP bridge component used for Web Services and
Workforce Management.
Determine whether URS ignores or considers the customer_id
parameter.
Specifies a list of T-Server errors that will result in
URS aborting a chain of re-routing attempts.
Specifies the type of information that URs will exchange.
Valid values are
on/off
, true/false
, and
1/0
. Set the value of this option to on
, true
, or
1
to turn on log buffering.
Interval at which to check the HTTP bridge log, in seconds. This option is used together with the http_log_size and http_log_file
options.
Valid values are on/off
, true/false
, and
1/0
.
Set the value of this option to on
, true
, or
1 to have old files deleted.
528 Universal Routing 7.6
Chapter 4: Configuration Options List of URS Options
Table 103: URS Options (Continued)
Name
management-port max_loading null_value on_route_error on_router_activated pickup_calls prestrategy pulse_time reconnect_time reduced reg_attempts reg_delay report_reasons report_statistics report_targets
Brief Description
Specifies the TCIP/IP for establishing a connection with URS.
Prevents database-read bottlenecks when there is high call volume.
Detailed
Description
Page
URS to IRD to prevent overloads.
This option is used when a reply from DB Server contains empty (NULL) values.
Instructs URS what action to take if an external error occurs.
Distributes interactions when a backup URS becomes primary URS.
Enables smart registration for routing points.
Name of subroutine without parameters that will be executed for every call on this routing point.
Specifies the approximate time (in seconds) between consecutive re-checking of target states.
Specifies the time for reconnecting to Configuration
Server.
Enables switching off of certain features to increase
URS efficiency.
Specifies the number of attempts to register a routing point.
Specifies the time that URS delays DN registration.
Enables you to add a Reason code to interactions regarding the reason for routing.
Supports load balancing reporting, and allows for realtime and historical reporting of calls in transition
Controls whether URS att.aches information to interactions about the targets for which it is waiting.
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Chapter 4: Configuration Options List of URS Options
Table 103: URS Options (Continued)
Name
request_timeout reservation_pulling_time route_consult_call service_timeout skip_targets soap_retry_attempts soap_retry_timeout soap_conn_timeout soap_send_timeout soap_recv_timeout soap_conn_idle_timeout strategy targets_order
Brief Description
Limits the time that URS waits for a response from DB
Server, Custom Server, or Stat Server.
Specifies the time period that URS waits when agent reservation is enabled.
Determines how URS handles consult calls.
Specifies the error timeout if nothing is received by
URS from third-party server (Interaction Server) during the specified time
Allows URS to automatically detect a situation when all target agents are logged out and skip waiting time in this case.
Detailed
Description
Page
Maximum number of attempts HTTP bridge makes to communicate with a Web Service.The default value is
2
.
Time period HTTP bridge waits between retry attempts, in seconds. The default value is
5
.
Timeout value for connect operation when working with Web Services, in seconds. I
Timeout value for a send operation when working with
Web Services, in seconds. If no data can be sent to a
Web Service within the time period specified, communication with the Web Service ends in a failure.
The default value is
5
.
Timeout value for receive operation when working with Web Services, in seconds. If no data is received from a Web Service within the time period specified, communication with the Web Service ends in a failure.
The default value is
5
.
Time period HTTP bridge will maintain persistent
SOAP connections without activity, in seconds.
Instructs URS to run a Genesys-supplied strategy to support multi-Campaign agents.
Controls default target selection.
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Chapter 4: Configuration Options List of URS Options
Table 103: URS Options (Continued)
Name
Threshold
ThresholdGroup
ThresholdSwitch transfer_time transfer_to_agent transit_dn transition_time treatment_delay_time unix_socket_path unloaded_cdn use_agent_capacity use_agentid use_dn_type use_extrouting_type use_ivr_info use_parking_threshold
Brief Description Detailed
Description
Page
Specifies the upper limit of interactions for which URS can apply treatments.
Imposes limitations on groups of routing points so they share a common threshold.
The switch name where the ThresholdDestination DN is located.
Helps URS to spot lost interactions.
Instructs to transfer interactions from an IVR directly to a target agent.
Instructions URS to register for the DN, but does not enable it to load strategies at the DN.
Specifies the minimal time that URS waits before routing to the same agent, place, or DN.
Prevents URS from applying busy treatments before determining whether a target is available.
Specifies a socket path to use to connect to Stat Server.
Specifies action when an interaction is routed to a DN without a loaded strategy.
Specifies whether URS should route interactions based on agent capacity model.
Routes interactions to agents based on user ID.
Specifies the default type of DN to be used.
external routing.
Instructs URS which type of external routing to use.
Instructs URS to start a strategy from the beginning when an interaction is transferred to a routing point controlled by URS.
Turns the parking threshold mechanism on and off.
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Table 103: URS Options (Continued)
Name
use_service_objective use_translation using validate verbose verification_time verification_time_agent verification_time_dn xml_log_file
Brief Description Detailed
Description
Page
Specifies whether URS should assign baseline Service
Objectives to incoming interactions.
Turns number translation on and off.
Coordinates access resource selection and prevents congestion when multiple URSs can route calls to the same destination
Instructs URS to validate interactions in a multi-tenant environment.
Governs URS log output.
Specifies the time between an agent ending an interaction and becoming ready for a new interaction.
Extends the verification_time
option by applying verification time after the agent has ended a call.
Extends the verification_time
option by applying verification time after the agent has ended a call.
All SOAP/XML Web Service requests and responses are saved to this file. The value you set for this option is the name of the log file. If you do not want to use this log, do not create this option.
“URS Option Descriptions”
section below lists all URS options. The same option can appear in the properties of different configuration objects.
Location in Configuration Layer By Precedence
Each option description in the pages ahead starts with “Location in
Configuration Layer by precedence,” which specifies which option value will be considered by URS as valid when executing an action. The objects for which the option can be specified are listed in order of decreasing priority. For example, assume the priority sequence is specified as DN, T-Server. In this case, URS is guided by the value of the option specified for the DN. If an interaction comes to a DN for which the option has not been specified, and a value for the same option has been specified in a T-Server, that value will be used.
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URS Option Descriptions
URS options for Web Services are described on
page 588
. IRD options are
page 591
. Custom Server option descriptions are described on
page 593
. URS options for Message Server are described on
page 595
.
Routing-related Interaction Server options are described on
page 595
. ADDP options are described on
page 597
. Retired options are described on
page 598
.
agent_reservation
Location in Configuration Layer by precedence: T-Server, URS
Default value: false
Valid values:
true, false, implicit
Value changes: take effect immediately
This option enables two or more Universal Routing Servers to work cooperatively and prevents them from trying to route to the same target. To turn agent reservation on, this option must be true
for URS.
Note:
If you have URSs routing to the same set of agents, agent reservation is mandatory.
In this case, URS will look for the best T-Server to make the agent reservation, which is a T-Server with this option ( agent_reservation
in the section with the name of the URS) set to true
. T-Servers with this option set as false
cannot be used for agent reservation. If there is no T-Server with this option set as true
,
URS will select the T-Server that controls the agent DN.
In T-Server options, URS looks for the section with its own name. If URS finds such a section, it takes its own agent reservation options from this section (if any). The agent reservation options for T-Server, can be found in the agentreservation section. The options are request-collection-time
, reservationtime
, and reject-subsequent-request
.
URS sends a reserve request to the T-Server and sends the interaction only when the request is confirmed. When a T-Server reserves an agent, place, or
DN, it prevents any other URS from sending an interaction. The target is reserved for a duration equal to the value of transition_time
.
Note:
If reservation_pulling_time is set to
0
(default) URS will not wait for a reservation response in any target Selection object with a wait time set to
0
. As a result, the target Selection object will timeout even if a target was found.
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•
For additional information on agent_reservation
option, see the Universal
Routing 7.6 Deployment Guide, “System Availability and Redundancy” chapter. Also see the section on Router Self-Awareness in that guide for information on how this mode can affect agent reservation.
•
For information on how T-Server clients set agent reservation priority, see the Genesys 7 Events and Models Reference Manual.
•
See also: “reservation_pulling_time” on
page 566
page 596
for agent reservation options set in Interaction Server.
Important Information
•
You have two ways of configuring agent reservation: agent reservation through Inter Server Call Control (ISCC) and centralized agent reservation.
Agent reservation through ISCC: Set the agent_reservation
option as implicit
. In this case, URS will include the agent reservation request into the standard routing request, such as RequestRouteCall or
RequestGetAccessNumber.
Centralized agent reservation. To activate, set the URS option agent_reservation
to true
. In addition, the URS option agent_reservation must be set to true
on the dedicated T-Server.
•
When configuring a multi-tenant environment for requesting agent reservation from one centralized T-Server, select the centralized T-Server from T-Servers configured under same tenant or under Environment tenant. If Agents, Places and Groups are configured under Environment tenant, then selection of the centralized T-Server is limited to T-Servers configured under the Environment tenant only.
•
When the agent reservation feature is used in an LDS/multi-URS environment, Genesys recommends that all URSs come from the same family (all 7.5 or all 7.6, for example), and that you configure them all with the same set of options.
•
If Router Self-Awareness is on (as described in the Universal Routing 7.6
Deployment Guide), then every URS will block an agent for routing as soon it receive notification that this agent was selected by some other URS.
The assumption here is that other URS’s notification can arrive much sooner than the agent will be reported as busy by Stat Server. This can save
URS from the necessity of doing a reserving request that will unconditionally fail.
automatic_attach
Location in Configuration Layer by precedence: URS
Default value: true
Valid values: true, false
Value changes: take effect immediately
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When set to true
, URS automatically attaches pegs (see
page 607
corresponding to different actions in the strategy. When set to false
, URS makes no automatic attachments.
call_kpl_time
Location in Configuration Layer by precedence: T-Server, URS
Default value (in seconds):
60
Valid values: No less than 10 seconds with the exception of 0 (zero means no
“keep alive” notifications)
Value changes: take effect immediately
This option addresses the potential problem of calls getting stuck in virtual queues by improving synchronization between URS, T-Server, and various
Genesys Reporting components (ICON, Stat Server, and so on). Stuck calls can happen when connections between these components are broken.This potential problem is addressed by URS and Stat Server as follows:
URS:
•
In addition to the basic virtual queue events (such as
EventQueued
and
EventDiverted
), URS now supports
EventStillInQueue
.
•
URS extends all virtual queue event messages (including
EventStillInQueue
) with a time parameter,
MaxTimeForNextEvent
. This parameter delimits the time in seconds that the next virtual queue event for a call will be distributed. T-Server distributes events no later than this time.
URS gets
MaxTimeForNextEvent
via option call_kpl_time
, which by default is
60 seconds. At the URS level, this option is dynamic. Any new value is applied to subsequent new calls and not to old calls.
•
In the time interval between sending
EventQueued
and
EventDiverted
for a call, URS sends
EventStillInQueue
for every
MaxTimeForNextEvent
number of seconds The
MaxTimeForNextEvent
event parameter tells listening applications (Stat Server) when to expect the next virtual queue event.
Stat Server:
•
Stat Server removes a call from a virtual queue (considers it as a stuck call) when it doesn’t receive
EventStillInQueue
for the call and virtual queue for a time period indicated by the
MaxTimeForNextEvent
parameter starting from the last received virtual queue message for a call.
This combined URS/Stat Server behavior allows:
•
The restoration of calls in virtual queue after T-Server/Stat Server and
URS/T-Server reconnection within a configurable time interval.
•
The cleanup of stacked calls in the case where URS stops or shuts down unexpectedly.
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Note:
If there are calls in queue, it is possible to dynamically switch off the events (set call_kpl_time
option value to 0), but it is not possible to switch on the events for existing calls by changing the call_kpl_time value again.
call_monitoring
Location in Configuration Layer by precedence: T-Server, URS
Default value: false
Valid values: true, false
Value changes: On connection to T-Server
When set to true
, registers a special DN, switch::
, which enables you to track the number of live calls. Used if you need the URS-calculated statistic
RStatCallsInQueue for non-configured DNs.
call_tracking
Location in Configuration Layer by precedence: routing point, T-Server, tenant, URS
Default value: true
Valid values: true, false
Value changes: take effect immediately
Controls the way URS tracks interactions transferred by URS from the routing point to an IVR and vice versa. When the option is set to true
, URS waits 60 seconds after transferring an interaction for a T-Server event confirming that the interaction has reached its destination. If no such event is received from the destination point at the end of the waiting time, URS deletes the interaction.
No such limit is set if the option has a value of false
.
The call_tracking
option is used to delete interactions that URS is passing between an IVR and a route point that have not changed from a particular state for more than 60 seconds. It is intended to clean up inactive interactions. The mechanism is activated once every 60 seconds and checks every interaction currently controlled by URS.
Note:
The value of call_tracking
should be set to false
if IVRs are used for a DN for which URS is not registered.
The interaction is deleted (or, in the case of an inactive database query, default routed) if, at the time of the check:
•
It is controlled by URS, but more than 60 seconds have passed and URS has not started a strategy for the interaction.
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•
A routing instruction is issued for the interaction as a result of the
RouteCall function or a Routing object, but more than 60 seconds have passed and
EventRouteUsed
has not arrived for the interaction.
•
A database query has produced no results after more than 60 seconds. In this case, the interaction is sent to the default destination instead of being deleted.
•
URS inquired for a remote access number in order to deliver the interaction to a DN on a remote switch, but more than 60 seconds have passed and the external router has not returned an access number.
•
URS ordered the interaction to be delivered to another DN, but more than
60 seconds have passed and no event confirming the interaction’s departure from the current DN has been received.
•
URS ordered the interaction to be delivered to another DN, but more than
60 seconds have passed and no event confirming the interaction’s arrival has been received.
change_tenant
Location in Configuration Layer by precedence: URS
Default value: true
Valid values: true, false
Value changes: take effect immediately
The Switch to Strategy Routing object (see
page 306
Tenant name associated with the switched-to strategy. In order to use this functionality, you must have access to the switched-to tenant’s Configuration
Manager Environment, all tenants must be on the URS tenant list (
Tenants tab), and the URS change_tenant
option must be set to true
.
compat_treatments
Location in Configuration Layer by precedence: T-Server, URS
Default value: true
Valid values: true, false
Value changes: take effect immediately
Formerly, in 6.5, this option had two actions:
1. The first action determined whether URS sent busy treatment requests in a mode compatible with Interaction Router (IR) 5.1. It affected the way URS requests T-Server to begin a treatment. and was used only if URS runs strategies built with Strategy Builder 5.1 (not supported by URS 7.0).
2.
The second action of the option determined whether or not busy treatments in 5.1 and 6.x strategies should repeat (in other words, whether or not URS should start playing the sequence of busy treatments in the
Busy tab of a
Routing object from the beginning when it finishes the sequence if the interaction is still waiting).
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True/False Actions
•
Previously in 6.5, when set to true
(or if
SetTreatmentMode
is
Meridian
),
URS was forced to send busy treatment requests in a mode compatible with IR 5.1; that is, by means of the T-Library functions
TGiveMusicTreatment
,
TGiveSilenceTreatment
, and
TGiveRingBackTreatment
for treatments other than IVR, and by means of a special set of URS functions for IVR treatments. This setting had no effect on 6.x strategies.
Note:
Genesys 6.x T-Servers support the above T-Library functions.
A true
setting also caused busy treatments to repeat for 5.1 and 6.x strategies
•
Previously in 6.5, when set to false
(or when
SetTreatmentMode
is
Network
), URS sent all treatment requests by means of the
TApplyTreatment function. The TApplyTreatment function is only valid for some Network T-Servers.
A false
setting also caused causes busy treatments to NOT repeat for 5.1 and 6.x strategies (a setting rarely used).
You can set compat_treatments
in either the T-Server or URS Application. If set in both Applications, the value in the T-Server application is used.
Special Note on Duration
In 6.5, if the duration was provided in a mandatory treatment compatible with
IR 5.1, it was used by URS as the time to continue the treatment. If the duration was provided in a mandatory treatment not compatible with IR 5.1, it was passed as parameter
DURATION
to T-Server and used to send
EventTreatmentEnd to URS.
Important Information
•
Every 6.x strategy contained a hidden call to
SetTreatmentMode[MERIDIAN]
.
This function (excluded from explicit use in 6.x) overwrote the treatment mode as compatible for every 6.x strategy. For every busy treatment not compatible with IR 5.1, IRD provided a special flag indicating noncompatibility so URS always knew how to play. As result, the compat_treatments
option has very limited usage for 6.x Universal
Routing, where it is used only to control the repeating of busy treatments.
•
In 6.5, this option must have been set correctly if URS is used to play busy or mandatory treatments for 5.1 strategies. If URS does not work with
Network T-Servers or those that use the latest treatment protocols, this option should have been set to true
.
In 5.1.x releases, the function SetTreatmentMode overwrote the compat_treatments option. The SetTreatmentMode function was retired in
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URS 6.x. However, URS 6.5 still supports the SetTreatmentMode function if it is used in a 5.1.x strategy. If the SetTreatmentMode function is used in a 5.1.x strategy, although the SetTreatmentMode function does not overwrite the compat_treatments
option, the function does take precedence over the compat_treatments option.
count_calls
Location in Configuration Layer by precedence: Any destination DN where
URS registered (either by default or because of some other option), URS
Default value: false
Valid values: true, false
Value changes: take effect immediately
If set to true
, instructs URS to track number of calls on one or more DNs. Can be applied only to DNs which URS is registered on. Used to enable URS to calculate the RStatCallsInQueue and RStatLoadBalance statistics for the specified DNs.
default_db_server
Location in Configuration Layer by precedence: routing point, T-Server, tenant, URS
Default value: none
Valid value: the name of any available DB Server DAP
Value changes: take effect immediately
When the user fails to specify a DB Server in the
Database Wizard Properties
page 101
), a special parameter _
_DEFAULT__
is automatically inserted in the Database object or special function in the strategy.
The parameter
__DEFAULT__
indicates that the DB Server specified in the URS configuration option default_db_server should be used for the interaction.
Note:
In the case of having multiple DAPS in URS’s Connections list and wanting to control which DAP will be used by
__DEFAULT__
, you must set default_db_server
to the name of the DAP that you want to use (it must be one that is in URS’s Connections list). Even though the option name is default_db_server
, you must specify the name of the DAP and not the DAP’s DB Server.
default_destination
Note:
This option can be overridden by the SetCallOption function. See
page 403
for more information.
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default_object
Location in Configuration Layer by precedence: routing point, T-Server, tenant, URS
Default value: none; a value must be supplied to ensure predictable behavior
Valid values: configured DNs
Value changes: take effect immediately
Defines a default destination for routing interactions if the routing strategy fails to route the interaction.
Notes:
Default DNs can also be set at the routing point to control the default for each strategy. This is done by creating a shortcut to the corresponding routing point in the
Default DNs tab of the routing point. In this case, more than one default destination for the same routing point can be specified—URS will pick one at random when it has to send an interaction to the default destination.
When executing a strategy where force (TRoute function) or default routing is applied to an interaction, URS removes the call from all virtual queues and only then executes the force or default routing.
page 278
page 624
.
Note:
This option can be overridden by the SetCallOption function. See
page 403
for more information.
Location in Configuration Layer by precedence: routing point, T-Server, tenant, URS
Default value: agent
Valid values: agent, agent_place, agent_group, queue, place_group, route_point, destination_label
Value changes: take effect immediately
Designates a default routing object to be used when a target in a strategy omits the type of Routing object (that is, the target has a format of
ID
or
ID@StatServerName, rather than
). It is recommended that a default destination be configured using the default object.
default_stat_server
Location in Configuration Layer by precedence: routing point, T-Server, tenant, URS
Default value: the first available Stat Server
Valid value: the name of any available Stat Server
Value changes: take effect immediately
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Designates which Stat Server to use as the default location when a target in a strategy omits the location (that is, the target has a format of
ID
or
ID.type
rather than
).
environment
Location in Configuration Layer by precedence: URS
Default value: none
Valid values: Comma-separated list of environment parameters that URS needs to be aware of. The only valid parameter is outbound
Vaid: changes: take effect on restart
The purpose of this option is to inform URS about various environment parameters in case there are some actions URS should undertake to guarantee successful functioning in that particular environment.
Use Case for outbound Value
URS and Outbound Contact Server (OCS) can cooperate for the purpose of sharing multi-skilled Agents and/or Places. A special statistic
CurrentAgentAssignment
, provides information about the activity that the
Agent/Place is currently busy with (assigned to). Activities can be related to inbound interactions or Campaign Group activities. Use the environment option to ensure that an Agent/Place busy with one of these activities does not get any calls associated with any other activities.
By default, URS opens the
CurrentAgentAssignment statistic for Agent/Places from a Campaign Group specified as target in a strategy (Routing Selection object or Route Interaction object). Since URS does not know the current activity for all other Agent/Places, it is possible (if those multi-skilled Agents participate in multiple activities) for URS to send calls associated with other activities.
Setting the environment option to outbound notifies URS that all
Agents/Places in its configuration environment can potentially participate in some Outbound Campaign (not just those that are members of some Campaign
Group used in a strategy). In this case, URS opens the
CurrentAgentAssignment statistic for all Agents or Places. As a result, all Agents/Places become protected from calls related to different activities no matter how they are addressed in strategies.
For more information, see “Campaign Group Targets” on
page 321
.
event_arrive
Location in Configuration Layer by precedence: routing point, T-Server, URS
Default value: none
Valid values: none, routerequest, ringing, established, treatmentrequired
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Value changes: take effect immediately
This option, which can be used for load balancing in an Enterprises Routing solution as described in the Universal Routing 7.6 Deployment Guide, enables
URS to monitor DNs that it doesn’t usually monitor or to stop monitoring DNs that it usually monitors. If URS needs to control a DN of a different type or to start processing (run the strategy) an interaction upon receiving
EventTreatmentRequired
from an Electronic Audio (EA) Port, the event_arrive option must be used for the corresponding DN. This option must be placed in the
Annex tab of the DN, in a folder bearing the name of the URS
Application object .
In some situations, an EA Port reports its readiness to play treatments with
EventTreatmentRequired
. If this occurs, URS must wait for this event before requesting that the treatment be played. By default, URS requests treatments on
EventEstablished
. If event_arrive
was not configured, an error would occur since EA Port would not send the
EventEstablished
message.
If the option event_arrive
is specified with a value of none
, URS will not control the corresponding DN. One reason you would specify none for this option is if another URS controls the DN. You can also use none if you want
URS to send requests to some T-Server, but not to react to any events received from the T-Server.
If the value of the option is routerequest
, established
, ringing
, or treatmentrequired
, URS will control the DN and will start processing an interaction upon receiving the corresponding event from the DN. The same kind of processing (start or continue the strategy) occurs for each value.
Regardless of whether routerequest, established, ringing
, or treatmentrequired
is specified, when a strategy is loaded on a DN (CDN or
EA Port) and URS receives the specified message based on the value set for the option, URS starts the loaded strategy for the interaction.
Important Information
•
For DN types
RoutePoint, VirtualRoutePoint, ServiceNumber
, or
Routing
Queue
, specify only routerequest
or none
. Do not use routerequest
for any other type of DN. The ringing, established, and treatment required events are not possible for these types of DNs. Only routerequest
is expected for these types of DNs.
•
For DNs with the event_arrive option configured, IRD only supports loading strategies to the following DN types:
RoutingPoint,
VirtualRoutingPoint, ServiceNumber, EAPort
(voice treatment), and
RoutingQueue
.
Note:
For additional information on this option, see the Universal Routing
7.6 Deployment Guide, “System Availability and Redundancy”
chapter. Also see function “SendEvent” on
page 444
.
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extrouter_dn
Location in Configuration Layer by precedence: T-Server, URS
Default value: exr
Valid value: any value is valid
Value changes: take effect immediately
After connection to any T-Server, this option will register a virtual DN. This
DN is used to communicate with T-Server out of context of any interaction, for example, agent reservation or external routing. By default, a DN with a value of exr
is used. This exr
value can be overridden with this option.
Note:
External routing for T-Servers is now called Inter Server Call Control
(ISCC).
extrouter_timeout
Location in Configuration Layer by precedence: T-Server (T-Server that is being requested by URS for a Switch Access Code), URS
Default value:
0
Valid value: any non-negative integer
Value changes: take effect immediately
Specifies the time, in milliseconds, that URS will wait for an access number
(
RequestGetAccessNumber
) after requesting it from a local or remote T-Server according to option use_extrouter
(see
page 579
). A value of
0
indicates that no limit is set. If the value of this option is positive, and the timeout elapses without an access number arriving from the external router, URS will issue a routing instruction to the existing DN of the target. In general, this should result in the interaction arriving at the right destination, but without its attached data.
Note:
This timeout also applies when the remote access number is requested
by the URS function GetRemoteAccessCode (see
page 500
function_compatibility
Location in Configuration Layer by precedence: URS only
Default value:
6.1
Valid values:
6.1, 6.5
Value changes: take effect on restart
This option regulates the compatibility of the behavior of a function (by customer request, for example). The new behavior of the function is only active if this option has a value that is not less than the URS version in which the function was originally introduced.
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In 6.5, this option only affects the behavior of the SData function (see
page
479
). If you leave the default value of 6.1 and the connection between Stat
Server and URS is broken, SData returns
0
and the interaction flows to the green port. If you specify a value of
6.5
and the connection between Stat
Server and URS is broken, SData also returns
0
but the interaction flows to the red port of the function object rather than the green port.
Otherwise, SData functions as it did in previous releases when the connection between Stat Server and URS is broke; interactions flow to the green port.
give_treatment
Location in Configuration Layer by precedence: T-Server, URS
Default value: false
Valid values: true, false
Value changes: take effect immediately
When set to true
, URS gives each incoming interaction the Ringback treatment and suppresses default routing by the switch. When set to false
, the switch routes an interaction if URS fails to handle it.
hide_private_data
Location in Configuration Layer by precedence: URS
Default value: false
Valid values: true, false
Value changes: take effect upon restart
Note:
All options affecting the http_bridge application (including hide_private_data
) take effect upon restarting http_bridge (or URS).
Prevents URS from showing attached data, such as sensitive business data, in the log of T-Library events, configuration data, results of access to database, and values of variables in strategies. In addition, when hide_private_data is set to true
:
•
URS will not print in its logs parameters for Web Service requests and also any result that a Web Service returns.
•
http_bridge will not print in its log parameters and results of Web Service requests. For more on http_bridge, see the Universal Routing 7.6
Deployment Guide.
•
http_bridge will not generate an xml-soap log.
For more on Web Services, see Appendix B, “Web Service Object,” on
page 659
.
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http_log_file
See
page 528
as well as note for hide_private_data
.
http_log_size
See
page 528
as well as note for hide_private_data.
http_port
Note:
See note for hide_private_data.
Location in Configuration Layer by precedence: URS
Default value: none; provide a port number if you are running a Web Service that needs to connect to URS or if you are running Genesys Workforce
Management and intend to do Workforce routing
Valid values: any valid port number
Value changes: on URS restart only
HTTP Bridg e supports inter-communication with Workforce Management or with Web Services, such as the Gplus SAP adapter. URS automatically stops and starts HTTP bridge. Use the http_port
option to set communication parameters to be used by HTTP bridge.
See the Univeral Routing 7.6 Deployment Guide for information on configuring Universal Routing to work with Workforce Management.
Note:
This option and its value must be in a user-created web section of the
URS
Application object.
ignore_customer_id
Location in Configuration Layer by precedence: T-Server, URS
Default value: false
Valid values: true, false
Value changes: take effect immediately
This option determines whether the customer_id parameter (if present) in the
AttributeCustomerID
field of the
EventRouteRequest
message is ignored or considered when routing an interaction. When set to true, URS ignores the customer_id
parameter and assumes that the tenant which has responsibility for the routing point is also the tenant to which the interaction belongs. (This is the case in a single tenant environment.) When set to false
, URS uses the customer_id parameter to identify which tenant that the interaction belongs to.
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inv_connid_errors
Location in Configuration Layer by precedence: URS
Default value: none (empty)
Valid values: comma-separated list of T-Server errors
Value changes: Take effect immediately
This option allows you to explicitly specify a list of T-Server error codes that will result in URS aborting a chain of re-routing attempts. URS’s reaction to the comma-separated list of error codes is the same as its reaction to the hardcoded error, TERR_INV_CONNID: When option on_route_error is set to try_other, URS makes one additional attempt to route the call. If the attempt fails, URS then deletes the call.
Note:
This option only works for interactions routed to destinations specified in the Routing Selection object. The option does not work for interactions routed to destinations which use the SelectDN and
RouteCall functions.
lds
Location in Configuration Layer by precedence: Message Server
Default value: none
Valid values: ar
(access resources), ciq
(calls in queue)
Value changes: take effect on restart
Note:
Specify this option in the
Annex tab of the Message Server
Application object in the folder with name
__ROUTER__ or with the name of the URS
Application object.
I
f using a Message Server dedicated to handling communications between a group of URSs (in this case, option using has the value of lds
), then use option lds to indicate the specific type of communication:
•
Use ar if this Message Server coordinates work with access resources
(DNs). For example, during IVR Server Load Balancing when operating in
IVR In-Front mode as described in the Universal Routing 7.6 Deployment
Guide.
•
Use ciq if this Message Server coordinates information about available
targets and calls in transition (see “Router Self-Awareness” on
page 620
).
•
Using a combination of values ( ciq,ar or ar,ciq
) makes URS use the
Message Server for both purposes.
page 584
.
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log_buffering
See
page 528
.
log_check_interval
See
page 528
.
log_remove_old_files
See
page 528
.
management-port
Note:
URS no longer provides route point related data through option management-port.
It prevents CPU overload usage during the reading of configuration data (for example, when a new tenant is added to the
URS Application).
Location in Configuration Layer by precedence: URS
Default value: none
Valid value: any valid TCP/IP port used by URS
Value changes: take effect on restart
Specifies the TCP/IP port where an SNMP option client can establish connections with URS. This must be different from the port specified in the
Server Info Properties dialog box. An arbitrary integer different from the server port can be used.
max_loading
Note:
If used to limit the maximum number of requests that can be simultaneously submitted to HTTP bridge, this option and its value must be in a user-created web section of the URS
Application object..
Location in Configuration Layer by precedence: DB Server, Custom Server,
Database Access Point
Default value: none
Valid value: any positive integer
Value changes: take effect immediately
Prevents database read request bottlenecks when there is high call volume and high customer request abandonment or when there is high call volume and low
DBMS performance. The latter condition can be caused by an untuned or unoptimized database.
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If several Database Access Points (DAPs) are configured with the same DB
Server, URS counts requests for DB Server separately for each DAP. For example, assume you have DAP1 and DAP2 for the same DB Server and have max_loading
set to
4
. In this case, URS can send 8 requests to DB Server at the same time.
The max_loading
option works with the request_timeout
option as follows:
Upon startup, URS sets to 0 a counter representing the number of database read requests currently being handled by DB Server. Each time URS submits a request to DB Server, the counter increments by 1. Each time URS receives an information request back from DB Server, the counter decrements by 1. Before sending a new request to DB Server, URS checks if the counter exceeds the max_loading
value.
•
If false, URS continues to wait for a response.
•
If true, URS sends the interaction to the red port specified in the routing strategy.
In parallel, URS determines if request_timeout
has expired for each individual request indicating the time limit to wait for a response from DB Server has been exceeded.
•
If false, URS continues to wait for a response.
•
If true, URS sends the request to the red port specified in the routing strategy.
Note:
The recommended value for max_loading
depends on the number of calls requiring a database read. As the number of simultaneous database reads grows, the DBMS requires more time to respond to a request. As a result, max_loading
needs to decrease and request_timeout must increase to reflect call volume and DBMS performance.
max-submitted-interactions
See “Routing-Related Interaction Server Options” on
page 595
max-submission rate
See “Routing-Related Interaction Server Options” on
page 595
monitoring_time
Location in Configuration Layer by precedence: URS
Default value:
5
(if set to
0
, no monitoring information is sent)
Valid value: any non-negative integer
Value changes: take effect immediately
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This option allows you to specify the time interval (in seconds) that URS uses for sending monitoring data to IRD. Previous to 7.1, this option was set internally to 5 seconds and could not be changed.
Use this option only if you need to reduce the amount of monitoring data passed from URS to IRD. In large environments, this can reduce the chance of
URS losing its Message Server connection when large amounts of monitoring data need to be passed to IRD.
Background: If there is a slow network connection between IRD and
Message Server or slow IRD host performance, messages may come in to
IRD faster then they can be read and accumulate in Message Server. As
Message Server waits for its output queue to IRD to be cleared, it slows down receiving messages from URS. At some point, URS becomes unable to send messages because Message Server does not read them. In this scenario, a disconnect can occur between URS and Message Server. Use of the monitoring_time
option can prevent this scenario.
Note:
This option affects only monitoring data. Information about the state of URS’s connections is still sent every 5 seconds.
null_value
Location in Configuration Layer by precedence: DBServer, Database Access
Point
Default value: " " (space)
Valid values: any string
Value changes: take effect immediately
This option is used when a reply from DB Server contains empty (
NULL
) values.
Because URS must return a value as a result of DB Server request, URS will use the value of this option for
NULL values.
Note:
This option can be overridden with the SetCallOption function (see
page 403
).
on_route_error
Note:
The OnRoute Error function (see
page 440
) can overwrite option on_route_error for the current interaction. The ExtrouterError function
(see
page 434
) can change URS’s default reaction in the case of a failure to get a remote access number.
Location in Configuration Layer by precedence: T-Server, URS
Default value: delete
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Valid values: delete, ignore, default, reroute, try_other, strategy_ok, strategy_error
Value changes: take effect immediately
Instructs URS which action to take if an external error, such as
EventError from T-Server, occurs after URS issues an instruction for definitively routing the interaction as a result of a Routing object.
This option only works for interactions routed to destinations specified in the
page 287
). The option does not work for interactions routed to destinations which use the SelectDN and RouteCall functions.
The values are defined as follows:
•
Delete
means that URS will delete the interaction and stop the strategy.
URS will assume that the interaction was not routed successfully. At this point, nothing can be done to reroute the interaction.
•
Ignore
means that URS will disregard the error and continue waiting for the
EventRouteUsed event that confirms successful routing.
•
Default
means that URS will attempt to send the interaction to a default destination.
•
Reroute
means that URS will try to route the interaction again on the basis of the same Routing object. URS assumes that the interaction is still at the routing point and will immediately reissue
TRouteCall
.
•
try_other
means that URS will resume waiting for a ready target and try to select another available target. Unlike the reroute value in which URS immediately attempts to reroute the call, for try_other
URS waits for another target if none are available before routing the interaction.
Note:
Be sure that the option transition_time
(see
page 573
) has a value of
3 or higher to enable URS to handle the try_other
setting correctly.
•
Strategy_ok
means that URS will abort current waiting for a ready target and continue with the strategy. In this case, the error from T-Server will have the same effect as absence of a ready target—URS simply resumes the strategy to the error-handling object.
•
Strategy_error
means that URS will abort current waiting for a ready target and go to error handling in accordance with the Error object.
For strategies created in IRD 6.x and 7.x, strategy_ok
and strategy_error do the same thing. For strategies created in Strategy Builder, the strategy continues to the
OnError
block or is default-routed if no block exists.
Since try_other
, strategy_ok
, and strategy_error
can use error-handling objects, you can use this ability to print the error or loop back to a Routing object.
550 Universal Routing 7.6
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Note:
The option on_route_error
is activated under circumstances very different from the Error object. The option accounts for errors during definitive routing that occur outside of URS. The Error object accounts for errors occurring inside URS during the execution of the strategy. To make the Error object work with the Routing objects (except Default), set the value of this option to try_other
, strategy_ok
, or strategy_error
.
on_router_activated
Location in Configuration Layer by precedence: URS
Default value: default
Valid values: default, route, ignore
Value changes: changes take effect immediately
When a backup URS becomes the primary URS, interactions received when the URS was the backup server that were not handled by the old primary URS must be distributed. This option provides a choice of:
•
Sending the interactions to the default destination (option value = default
).
•
Replaying the strategy from the beginning (option value = route
).
•
Ignoring (option value = ignore
), which instructs URS to do nothing with the old interactions.
The last value ( ignore
) is used when handling interactions is the exception rather then the rule (for example, in ring-no-answer scenarios where some router is dedicated to agents DN tracking).
The option correlates with URS’s Redundancy type as specified in
Configuration Server in following ways:
•
If Redundancy type is Hot Standby, then URS does not use this option and replays the strategies.
•
If Redundancy type is Warm Standby, then URS uses this option for choosing between default
and ignore
. Stated another way, when URS
Warm Standby mode is configured, the valid values for option on_router_activated
are default
and ignore
.
•
If Redundancy type is not specified or is Cold Standby, then URS entirely follows this option.
Note:
For additional information on this option, see the Universal Routing
7.6 Deployment Guide, “System Availability and Redundancy” chapter.
parser_log_file
See
page 589
.
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pickup_calls
Location in Configuration Layer by precedence: Annex properties of DN controlled by URS
Default value: false
Valid values: false, true, reverse
Value changes: changes take effect immediately
This option enables smart registration for routing points and depends on T-
Server’s ability to provide information on all interactions pending on a routing point even before routing points are registered by URS at startup.
•
When pickup_calls
is set to true, URS requests from T-Server information on all interactions reported in
EventRegistered
in the same order as they were reported by T-Server. Upon receiving information on an interaction,
URS (if set to
Primary
) will route the interaction.
When pickup_calls is set to reverse
, URS requests from T-Server information on all interactions reported in
EventRegistered
in an order opposite to order they were reported by TServer.
When reporting the order of calls, some T-Servers put the oldest calls at the end of the list. Setting pickup_calls
to reverse
compensates for such behavior and causes the oldest calls to be handled first.
This option has two purposes depending on the whether or not a backup URS is configured:
•
For a URS with no backup—when URS restarts after an unexpected shutdown, this option enables URS to pick up existing interactions at the routing points before URS registers the routing points and attempts to route the interactions.
•
For environments with a backup URS—during the time between when the primary URS shuts down and the backup URS starts up, this option minimizes the gap of acknowledging interactions pending on a routing point. This enables both the primary and backup URSs to have a synchronized view of the number of interactions pending on a routing point waiting to be distributed.
Important Information
To use the routing high availability functionality (as described in the Universal
Routing 7.6 Deployment Guide), you need a high availability license. You set this with the licensing feature router_ha_option
as described in Genesys 7
Licensing Guide.
High availability for routing includes the ability to run with a Hot Standby redundancy type as well as the ability to set the URS option pickup_calls
to true
. In case of the absence of a high availability license:
•
URS will downgrade the Hot Standby redundancy type to Warm Standby and force the pickup_calls option value to be false
.
552 Universal Routing 7.6
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•
The following message appears in the log:
Std 07100 Licensing Violation...
Router High Availability Mode is turned off
In summary, URS high availability mode means the redundancy type is Hot
Standby and option pickup_calls is supported.
Warning!
Do not set this option to true
for multimedia routing points. These routing points can potentially have thousands of pending requests and adversely affect the performance of URS.
For additional information, see the Universal Routing 7.6 Deployment Guide,
“System Availability and Redundancy” chapter.
prestrategy
Location in Configuration Layer by precedence: routing point, T-Server, tenant, URS
Default value: none, by default this option is simply absent
Valid values: name of the subroutine (with no parameters) to be executed before the main strategy starts
Warning!
URS does not validate that the option value is the name of some subroutine with no parameters. It is your responsibility to enter a valid subroutine name. If the specified value for the subroutine name does not meet the above criteria (for example, if the name refers to a strategy but not a subroutine or it has parameters), this can cause URS to freeze or other unexpected behavior.
Value changes: take effect immediately
Every 7.2 and later strategy checks the current routing point for the presence of the prestrategy option. If specified, URS consider its value as name of subroutine without parameters that will be executed for every call on this routing point. You can use this option to give consult calls time to merge with
the original call. Also see “route_consult_call” on
page 567
pulse_time
Location in Configuration Layer by Precedence: URS
Default Value:
2
Valid Values:
1, 2, 3, 4
Value changes: take effect immediately
This option specifies the approximate time (in seconds) between consecutive re-checking of target states.
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In order to synchronize the checking process among multiple URSs, the start time of each re-checking process is strictly defined. Each URS calculates this time based on the value of the pulse_time
option. Checking happens as close as possible to this moment of time according to the clock of the computer running URS.
For example, assume URS starts at 10:36:13.356 a.m.
•
If pulse_time
is
1
, URS checks target states as close as possible (local computer time) to 10:36:14.000, then at 10:36:15.000, and so on.
•
If pulse_time
is
3
, URS checks target states as close as possible to
10:36:15.000, then at 10:36:18.000, and so on.
Please be aware that if synchronization between URSs is required, the value of option pulse_time
for every URS should be the same.
Note:
Because pulse_time
controls how frequently URS checks targets ready to accept a waiting call, setting this option to
3 or
4 can reduce URS sensitivity for detecting ready “call/target” pairs. Because of this,
Genesys recommends not setting pulse_time
any larger than
2 for routing scenarios that may include the following: use of the verification_time
page 586
), unmonitored IVRs, and short
target waiting times in strategies. The larger values can be useful in cases of threshold-based routing since they alleviate any threshold precision issues related to network delays.
Also see “Busy Treatments in Routing Objects” on
page 325
reconnect_time
Location in Configuration Layer by precedence: URS
Default value:
5
Valid value: any positive integer
Value changes: take effect immediately
Defines a time interval, in seconds, during which URS waits before attempting to reconnect to Configuration Server after losing its connection. The reconnection time used by URS for other servers is specified in the
ServerInfo tab of the properties dialog box for the other servers.
554 Universal Routing 7.6
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reduced
URS Option Descriptions
Note:
The validate
option, which controlled verification of DNs in URS
6.5.x, no longer performs this function in URS 7.x (see
page 584
for more information). In URS 7.x, in order to successfully perform skillbased and/or agent group-based routing on Aspect or Spectrum switches using the agent's Login ID as the destination, the reduced option must be set to a value of
16
, which cancels only the verification of DN existence in the Switch configuration. Should you wish to cancel an additional verification besides DN existence, then the value of the reduced option must be the sum of
16 + (any another valid value)
. See option
“validate”
page 585
for important information on DN verification in URS 7.x versus URS 6.5.x.
Location in Configuration Layer by precedence: URS
Default value: false
Valid values: true, false
, a positive integer
Value changes: take effect immediately
Switching off features that are not used can increase the efficiency of URS.
This option instructs URS not to perform certain verifications that are required only in particular circumstances. A value of false
instructs URS to conduct all the following verifications, while a value of true
means there will be no verification. A numerical value switches off the verifications that correspond to that value.
The verifications that can be switched off by this option are:
•
Checking for variables used in expressions inside the Skill object of the
List Target (value=
2
).
•
Checking the link between the T-Server and the switch before deciding on the availability of a target of type .
Q
, .
RP
, or .
DL
(value=
4
).
•
Checking that the Network Destination selected from a DN Group as a result of translation with
[DN.DL]
belongs indeed to the remote switch to which the interaction should be sent. This verification only applies to
Network Routing (value=
8
).
•
Checking whether the DN reported by Stat Server is configured and enabled in Configuration Layer (value=
16
).
Note:
To perform agent or agent place-based routing (where
Person
,
Agent
Group
,
Place
,
Place Group
, or
Skill Expression
is selected) on Aspect and Spectrum switches, this flag must be set.
•
Checking the reservation state of the target (value=
32
).
•
Attempting to route an interaction when
EventTreatmentApplied
arrives
(value=
256
).
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Note:
To switch off one of the following verifications, enter the corresponding value. To switch off more than one verification, add the values together and then enter the total value. For example, a value of
10 means that URS will neither verify whether targets are configured, nor whether variables are used in skill expressions, nor yet whether selected Network Destinations belong to the required switch, but it will check the link between T-Server and switch before routing to targets of type .
Q
, .
RP
, or .
DL
.
reg_attempts
Location in Configuration Layer by precedence: URS
Default value:
1
Valid value: any positive integer
Value changes: take effect immediately
Specifies the number of attempts that URS makes to register a routing point.
reg_delay
Location in Configuration Layer by precedence: URS
Default value: 2 seconds
Valid value: any positive integer
Value changes: take effect immediately
When URS is notified from Configuration Server that a new DN is being created, URS usually delays registration on this DN to give T-Server time to handle this notification first; otherwise, T-Server will reject an attempt to register. This option specifies the time URS delays registration.
report_reasons
Location in Configuration Layer by precedence: URS
Default value: false
Valid value: true, false
Value changes: take effect immediately
Starting from 7.6, URS uses
page 558
of routing requests to automatically provide additional information for reporting purposes.
AttributeReason
This information in A ttribute Reason includes:
556 Universal Routing 7.6
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1. The DBID of the URS application that routed the interaction. This data is passed as an integer value with key
RTR
. The primary intent is to distinguish a URS routing attempt from default routing performed by the
Switch.
The presence of the application DBID in
AttributeReason indicates that particular routing attempt was performed by a specific URS node.
The absence of this attribute indicates that URS was not involved in the routing attempt, but default routing by the Switch was performed instead.
Note:
If default routing by the Switch occurs, attached data (such as reporting data) can become outdated. This can occur for all types of reporting based on interaction attached data.
2.
The DBID of the strategy that URS used to route the call.
3.
The same reporting information that URS attaches to the interaction when option report_targets
(see
page 562
) set to true. Example:
RTargetTypeSelected
, and other keys, as described in Table 106 on
page 564
.
As a result:
•
URS always provides DBIDs in
AttributeReason of routing requests.
•
Reporting information about the selected target can be provided in the User
Data of an interaction and/or in
AttributeReason of routing requests.
Options report_targets vs. report_reasons
•
Option report_targets
(if set to true
) facilitates the presence of reporting information in the User Data of an interaction.
•
Option report_reasons facilitates the presence of reporting information in
AttributeReason of routing requests.
•
No reporting information is provided if both these options are are set to false
.
•
If both of them are set to true, reporting information is provided in both the
User Data and in
AttributeReason of routing requests.
•
In summary, report_targets and report_reasons control whether (
=true
) or not (
=false
) URS provides reporting data with the call. The reporting data is the same. The only difference is where reporting data will be placed. Option report_targets places data in call User Data and report_reasons places the reporting data into Attribute
Reason of the routing request. These options works independently. If both are true the reporrting data will be provided in both places.
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Note:
The report_reasons option applies only to the final routing request (it not applicable to IVRs, for example).
Example AttributeReason Messages
The field
AttributeReason always exists; it is not optional.
From URS to T-Server
An example
RequestRouteCall message from URS to T-Server with the
AttributeReason highlighted in red is shown below.
10:56:57.217_T_I_006b017a7cecf021 [14:19] send to tserver vit_ts2
RequestRouteCall to dn 8102 on (dnis= ) request to 65200(--) message RequestRouteCall
AttributeReferenceID 31
AttributeReason [14] 00 01 01 00..'RTR' 694
AttributeRouteType 1 (RouteTypeDefault)
AttributeExtensions [56] 00 03 00 00..
'DEFAULT#' '8102'
'CUSTOMER_ID' 'Vit'
'SWITCH' 'vit_sw2'
AttributeOtherDN '8102'
AttributeConnID 006b017a7cecf021
AttributeThisDN '2202'
From T-Server to URS
An example
EventRouteUsed Message from T-Server with the
AttributeReason highlighted in red is shown below.
received from 65200(--)172.21.1.88:3010(fd=2452) message
EventRouteUsed
AttributeCallType 2
AttributeCallID 43
AttributeConnID 006b017a7cecf021
AttributeUserData [453] 00 14 00 00..
'RVQID' ''
'RTargetTypeSelected' '100'
'RTargetRuleSelected' ''
'RTargetObjectSelected' ''
'RTargetObjSelDBID' ''
'RTargetAgentSelected' ''
'RTargetPlaceSelected' ''
'RTenant' 'Vit'
'RStrategyName' 'XML'
'RStrategyDBID' '3229'
'CBR-actual_volume' ''
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'CBR-Interaction_cost' ''
'CBR-contract_DBIDs' ''
'CBR-IT-path_DBIDs' ''
'RRequestedSkillCombination' ''
'RRequestedSkills'(list)
'CustomerSegment' 'default'
'ServiceType' 'default'
'ServiceObjective' ''
'PegDEF' 1
AttributeDNIS '800'
AttributeANI '1111111111111'
AttributeCustomerID 'Vit'
AttributeThisDN '2202'
AttributeThisDNRole 2
AttributeThirdPartyDN '8102'
AttributeThirdPartyDNRole 2
AttributeThisQueue '2202'
AttributeOtherQueue '2202'
AttributeCallState 0
AttributeReason [14] 00 01 01 00..'RTR' 694
AttributeReferenceID 31
AttributeTimeinSecs 1187200626 (10:57:06)
AttributeTimeinuSecs 253000
report_statistics
Location in Configuration Layer by precedence: URS
Default value: false
Valid value: true, false
Value changes: take effect immediately
The report_statistics option can instruct URS to attach additional reporting data to calls. It supports reporting on load balancing between targets and allows for both real-time and historical reporting of calls in transition (from the network to the contact center site (to
ACDQueue
,
AgentGroup
, or
Agent targets) from all resources. If this option is set to true
, URS extends the reporting data with load balancing statistical information (based on the load balancing statistic you select in the Routing Selection object properties dialog box).
Note:
Since the option of attaching reporting data is controlled with option report_targets
, you must set both these options to true in order to have the load balancing statistical information attached to a call.
The data attached to a call when this option is set to true depends on the load balancing statistic selected, all of which are fully described in the chapter on load balancing in the Universal Routing 7.6 Deployment Guide.
For every target evaluated, URS attaches separate pieces of UserData with key
LBR_DEST
. In the example below, URS evaluated two targets (two
LBR_DEST
Reference Manual 559
Chapter 4: Configuration Options URS Option Descriptions keys appear in the UserData)–two ACD queues based on
RStatLoadBalance
.
Key-value pair
'RTargetObjSelDBID' '1008' reflects the database identifier of the selected target.
AttributeUserData [632] 00 18 00 00..
'RVQID' 'LHPGMTR7DD6O38D9PU92GE4P6800000V'
'LBR_ORIG' '122:107'
'LBR_TS' '483305730'
'LBR_SNUM' '10'
'RTargetTypeSelected' '5'
'RTargetRuleSelected' ''
'RTargetObjectSelected' '8000_Additional_Switch'
'RTargetObjSelDBID' '1008'
'RTargetAgentSelected' ''
'RTargetPlaceSelected' ''
'RTenant' 'oxana'
'RStrategyName' 'CallsINTransition2'
'RStrategyDBID' '2337'
'CBR-actual_volume' ''
'CBR-Interaction_cost' ''
'CBR-contract_DBIDs' ''
'CBR-IT-path_DBIDs' ''
'RRequestedSkillCombination' ''
'RRequestedSkills'(list)
'CustomerSegment' 'default'
'ServiceType' 'default'
'ServiceObjective' ''
'LBR_DEST' '5199:-1:-1:-0.1:3.08'
'LBR_DEST' '1008:-1:-1:-0.2:-0.2'
AttributeDNIS '200'
AttributeCustomerID 'oxana'
AttributeNetworkDestDN 'Additional_Switch::8000'
Note:
The five values in key
LBR_DEST
are separated by a colon (“:”).
Table 104
describes all five positions in
LBR_DEST for each load balancing statistic described in the Universal Routing 7.6 Deployment Guide.
Table 104: Attached Data for report_statistics Option
Statistic
RStatLoadBalance
Format of data
1. DBID of destination
2. -1
3. -1
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Table 104: Attached Data for report_statistics Option (Continued)
Statistic
RStatCallsInQueue
Format of data
4. Current value of StatLoadBalance
5. Current value of RStatLoadBalance
1. DBID of destination
2. -1
3. -1
4. Current value of StatcallsInQueue
5. Current value of RStatCallsInQueue
RStatExpectedLBEWTLAA 1. DBID of destination
2. Number of effective calls in transit area rounded to nearest integer
3. Average delay in transit area
RStatExpectedLoadBalance
4. StatLoadBalance or Longest Available
Agent for first ready agent
5. Current value of
RStatExpectedLBEWTLAA
1. DBID of destination
2. Number of effective calls in transit area rounded to nearest integer
3. Average delay in transit area
RStatLBEWTLAA
4. Current value of StatLoadBalance
5. Current value of
RStatExpectedLoadBalance
1. DBID of destination
2. -1
3. -1
4. StatLoadBalance or LAA for first ready agent
5. Current value of RStatLBEWTLAA
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Table 104: Attached Data for report_statistics Option (Continued)
Statistic
All Other Load Balancing
Statistics
Format of data
1. DBID of destination
2. -1
3. -1
4. -1
5. Current value of used statistic
Note:
If evaluation of target was not performed (for example, if the target was not ready) or if the statistic cannot be evaluated (for example, if the statistic for the target is not open), then nothing is attached for such a target.
Starting with 7.6, URS also extends currently used key
RTargetObjectSelected with its peer key
RTargetObjSelDBID
. This latter key (just like
RTargetObjectSelected
) is not controlled by the report_statistics option, but by option report_targets only (see below). Its value is the DBID of the selected target.
report_targets
Location in Configuration Layer by precedence: URS
Default value: false
Valid value: true, false
Value changes: take effect immediately
The intent of this option is to add information to interactions regarding targets waited for and routed to. This information can then be used for reporting.
Note:
When a cost-based routing solution is implemented as described in the
Universal Routing 7.6 Cost-Based Routing Configuration Guide, URS attaches cost-based routing reporting information to interactions when option report_target
is set to true and URS routes the interaction (not the Switch as in default routing).
In 6.x, URS operated much like a black box; in other words, without exposing routing decision information.
In 7.x, routing decision data is exposed. Decision data is generated per interaction and includes:
562 Universal Routing 7.6
Chapter 4: Configuration Options URS Option Descriptions
•
Routing rule, agent/place group, skill expression that an interaction is waiting on and routed to.
•
Agent/place an interaction is routed to.
•
Tenant, Strategy that an interaction is routed by.
To expose the routing decision data, set option report_targets
to true
.
When Set to True
If the report_targets
option is set to true
, every time an interaction enters a target object, URS attaches information about high-level targets for which the interaction is currently waiting (
AttributeUserData
). The high level targets include routing rules, skill expressions, agent groups, place groups).
Note:
If the routing strategy specifies an agent list or a single agent as a target
(except for a routing rule), URS does not attach any waiting key-value pair to the interaction.
When the interaction is finally routed, URS attaches information about the high-level target object and removes the information about targets for which the interaction was currently waiting.
Information Generated While Interaction Waits for a Target
The following keys are used while the interaction is waiting for a target (see
Table 105
Table 106
Table 105: Waiting for Target Information
Key
RTargetRule
RTargetAgentGroup
RTargetPlaceGroup
Value (string)
Name of the routing rule causing the interaction to wait.
Name of the agent group and/or skill expression for which the interaction is waiting.
Name of the place group for which the interaction is waiting.
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Information Generated When Interaction Finally Routed
The following keys are used when the interaction is routed:
Table 106: Routed to Target Information
Key
RTargetRuleSelected
RTargetObjectSelected
RTargetObjSelDBID
RTargetTypeSelected
RTargetAgentSelected
RTargetPlaceSelected
RTenant
RStrategyName
RStrategyDBID
Value (string)
Name of the routing rule used to route the interaction.
Name of the high-level target object the interaction was routed to (e.g., name of an agent group, agent Login ID if target is an agent).
Database identifier of selected target.
High-level target type the interaction was routed to.
Login ID of the agent the interaction was routed to.
Place name the interaction was routed to.
Name of the tenant the strategy belongs to.
Strategy name.
Database identifier of the strategy that routed the call.
Example Strategy and Resulting Data Attached to Interaction
Figure 218
shows part of an example strategy where (1) an interaction enters
the first target selection object, (2) the same interaction enters the second target selection object after a timeout, and (3) the resulting data generated when the interaction is finally routed.
564 Universal Routing 7.6
Chapter 4: Configuration Options
Interaction is routed
URS Option Descriptions
Data attached to interaction:
Interaction enters first target selection object
Interaction enters second target selection object
Figure 218: Option Report_Targets, Data Attached to Interaction
For information on T-Server event messages that contain user data, see the
Genesys 7 Events and Models Reference Manual.
Note:
Because such reporting is very resource-consuming, this functionality is disabled by default.
Option report_targets and report_reasons control whether (
=true
) or not
(
=false
) URS provides reporting data with the call. The reporting data is the same. The only difference is where reporting data will be placed. Option report_targets places data in call User Data and report_reasons places the reporting data into The
Reasons attribute of the routing request. These options works independently.
request_timeout
Note:
This option can be overridden by the SetCallOption function. See
page 403
for more information.
Location in Configuration Layer by precedence: Server (DB Server, Customer
Server, or Stat Server), URS
Default value:
0 milliseconds
Valid value: any positive integer
Value changes: take effect immediately but don’t affect interactions already waiting for a response from the server.
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This option, entered in the default section, is used to limit the time URS waits for a response from DB Server, Custom Server, or Stat Server or Web Services.
If URS receives no response, URS responds as if an error event was received from the server and the interaction is routed to the Red port on the object with a
0013
error code (
Remote
error). The value of this option is in milliseconds and can be specified on DB Server, Custom Server, Stat Server, and URS.
reservation_pulling_time
Location in Configuration Layer by precedence: T-Server, URS
Default value:
0
Valid values: non-negative integers
Value changes: take effect immediately
Note:
When URS processes the first interaction after being started and option reservation_pulling_time
is used, URS now adjusts wait time to the maximum allowed by the option. As a result, the first interaction no longer has the potential of being abandoned when this option is used.
This option specifies a time period during which URS intensifies its search for targets when agent reservation is enabled. The value specifies an interval, in milliseconds, measured from the time when URS first requests the reservation of an agent. If the value is
0
, then URS does not have a period of intensified searching. Normally, URS pauses for about 2 seconds before trying another target. This option temporarily eliminates the pause, and URS sends a reservation request for another Ready agent immediately after a negative response to the preceding request. During this interval, any busy treatments are delayed. At the end of the specified interval, URS resumes the normal 2 second cycle.
Warning!
The higher the value of reservation_pulling_time
, the heavier the network load; therefore, high values for this option are not recommended.
Special Note
Upon entering a target selection object with a waiting time set to
0
, in some cases URS still can wait a short time before quitting the object:
•
If URS has no qualified target reported by Stat Server as ready and there is at least one target with a not-yet-opened statistic, then value of the treatment_delay_time option will be used as additional waiting time.
•
If URS has a qualified target reported by Stat Server and issues an agent reservation request for this target (which can happen if agent reservation is enabled), then URS will wait for the maximum of values treatment_delay_time and reservation_pulling_time
.
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route_consult_call
Note:
The functionality of route_consult_call is extended to provide the ability to delay routing consult calls. The valid values for this option now include time (in milliseconds) in addition to the existing values of false and true. For example, specifying a value of
10,000
causes a delay of 10 seconds.
Location in Configuration Layer by precedence: routing point, T-Server, tenant, URS
Default value: false
Valid values: true, false, any integer in milliseconds.
Value changes: take effect immediately
Use the route_consult_call option to specify whether URS should route a transferred call (consult call type) based on the transfer start (value = true
) or on the transfer completion (value = false
). Time in milliseconds specifies how long URS will wait after transfer start before starting the strategy for the consult call.
If an agent wants to transfer an interaction using a two-step transfer, the agent initiates an additional interaction, called a consult call. This consult call is used to call another agent directly or call a routing point on which a strategy is loaded for finding a new agent (in case no specific agent is desired). Before the transfer of the original interaction is completed, the original interaction is merged with the consult call.
The setting of the option route_consult_call determines whether URS should delay running the strategy for the consult call at the routing point until after the original interaction is merged with the consult call or run the strategy before the merge. Setting the option to true
instructs URS to immediately search for an available agent when the first agent initiates a consult call to a routing point.
When an available agent is found, the first agent consults with the new agent and then completes the transfer of the original interaction (at which time the original interaction is merged with the consult call). Setting the option to false instructs URS to begin running the strategy only when the transfer is completed (meaning that the original interaction and consult call are merged) to the routing point.
Note:
The setting of route_consult_call
does not matter if the agent is transferring an interaction directly to another agent rather than to a routing point.
For example, with the option set to true
, if AgentA receives a call and wants to do a consult call with another agent, AgentA initiates a consult call to a routing point on which a strategy is loaded. URS runs the strategy to locate an available agent and finds AgentB. AgentA is then able to talk with AgentB. At the end of the consult, AgentA presses the button to complete the transfer,
Reference Manual 567
Chapter 4: Configuration Options URS Option Descriptions which instructs URS to complete the transfer to AgentB. The customer call is merged with the consult call and AgentB establishes a connection with the call.
AgentA hangs up.
With the option set to false
, when AgentA initiates a consult call to the routing point, URS will not begin searching for another agent until the transfer is complete and the customer interaction is merged with the consult call. In this case, AgentA does not know which agent receives the call.
Note:
Not all switches or T-Servers support this option. On some switches (or on some switch settings), transfers cannot be completed on routing points, but on agent DNs only. This type of switch will wait until the call is routed to complete the transfer and URS will wait for the switch to complete the transfer before routing the call. If this is the case for consult calls, route_consult_call
must be set to true
to avoid a deadlock. Setting the option to false
deadlocks routing because URS will wait to run the strategy until after the original interaction and consult call is merged, but a regular DN won’t allow a transfer to be completed until URS routes the interaction to the regular DN.
service_timeout
Location in Configuration Layer by precedence: URS
Default value:
30 ( for compatibility with 6.x URS where this value is hardcoded)
Valid values: any non-negative integer
Value changes: take effect immediately
Specifies the time in seconds that URS will wait for a response from an external service, such as a service from Interaction Server. This option also
applies to ICS 6.x Acknowledgement (see “6.x Compatible Operation Mode” on
page 166
) and Autoresponse strategy objects (see “6.x Compatible
page 179
).
skip_targets
Location in Configuration Layer by precedence: URS
Default value: empty
Valid values: empty, logout, never
Value changes: take effect immediately
Use this option to have URS skip waiting time if all agent targets are logged out and avoid the performance impact of expanding agent groups and scanning all agents in order to check their login status in the strategy.
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•
A value of empty instructs to skip waiting time if all agent targets are empty. For example, a target is specifed a variable and this variable has an empty string as its value (such as x=ExpandGroup[Group1] and Group1 is empty).
Note:
A value of empty does not cause skipping of the target when you target an Agent Group with no one logged in. In case of an
“empty” target, there is no such agent so URS does not wait.You must specify an option value of logout in order to skip the wait time.
•
A value of logout instructs URS to skip waiting time if there is not at least one logged in agent. This value avoids having a strategy wait in a target
Selection object in order to determine if all agents are logged out. Prior to this option, designers needed to create a strategy with an explicit loop that processed every agent from the target set and requested the logout status for each agent; such as SData[StatLoggedOut]. If no one was logged in, the strategy did not go inside corresponding target Selection object. Using the logout option value helps to avoid such an explicit loop in a strategy and works much faster.
•
A value of never i nstructs to never skip waiting time.
soap_retry_attempts
See
page 590
.
soap_retry_timeout
See
page 590
.
soap_conn_timeout
See
page 590
.
soap_send_timeout
See
page 590
.
soap_recv_timout
See
page 590
.
soap_conn_idle_timeout
See
page 590
.
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strategy
Location in Configuration Layer by precedence: T-Server, Tenant, URS
Default value: none
Valid values: t he name of strategy that URS must execute when interaction arrives at a routing point
Value changes: take effect immediately
You can use this option to run the Genesys-supplied strategy described below, which routes outbound interactions to Campaign Groups.
'To support multi-Campaign agent management, the URS installation package includes pre-written strategy bytecode (
OutboundMultiCampaign.ooo
) that routes outbound interactions to Campaign Groups.'
If you are a pure Genesys Outbound Contact customer, you do not have the rights to edit strategies. In this case, to activate automatic outbound routing:
1. Load
OutboundMultiCampaign.ooo file into URS memory as described in the Universal Routing 7.6 Deployment Guide.
2.
Instruct URS to run
OutboundMultiCampaign.ooo strategy for every unloaded routing point by setting the URS option strategy to value:
OutboundMultiCampaign
Note:
For information on the new
Campaign Group target in the Routing
Selection and Route Interaction strategy objects, see the section on
Statistical Objects (Target Types) in the Interaction Routing Designer
Objects Chapter of the Universal Routing 7.6 Reference Manual.
targets_order
Location in Configuration Layer by precedence: URS
Default value: random
Valid values: random, fifo
Value changes: take effect immediately
This option controls the mechanism for the default target selection. If this option has a value of random
, URS will pick a target from the list according to its internal rules when it encounters a target list with more than one available target. When this option is set to fifo
and URS tries to route an interaction to a target list where more than one target with the same statistical value is available, it will route the interaction to the first available target in the list.
Note:
page 618
) will always use random target order
despite the setting of targets_order
.
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Threshold
Location: Annex properties of DN controlled by URS or the DN Group specified in the option
ThresholdGroup
, in a folder named
ParkingThreshold
Default value: none; a value must be supplied when the parking threshold mechanism is used
Valid values: positive integers
Value changes: take effect immediately
The upper limit of interactions for which URS can apply treatments. All additional interactions will be sent to some default destination specified with the following two options:
ThresholdDestination
and
ThresholdSwitch
.
Note:
This option is case sensitive.
ThresholdDestination
Location: Annex properties of DN controlled by URS or of the DN Group specified in the option
ThresholdGroup
, in a folder named
ParkingThreshold
Default value: none; if no value is supplied, the configured default destination will be used
Valid values: configured DNs (string)
Value changes: take effect immediately
Interactions over the limit will be sent to this DN number.
Note:
This option is case sensitive.
ThresholdGroup
Location: Annex properties of DN controlled by URS, in a folder named
ParkingThreshold
Default value: none; if this option is not specified, the threshold limit will be based on this DN alone
Valid values: configured DN groups (string)
Value changes: take effect immediately
This option is used to impose limitations to groups of routing points so they will share a common threshold for incoming interactions. Interactions will be sent to
ThresholdDestination
if the sum of waiting interactions exceeds the limit set in the
Threshold
option.
In addition to these options, also define a filter named
CallParked
, either as an interaction object in Configuration Layer or as a configuration option in Stat
Server. This filter's definition must be
PairExists["CallParked", 1].
The parking threshold mechanism works as follows: when an interaction comes to a routing point (virtual routing point, service number) for which the
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has a value of true
, URS requests from Stat
Server the value of the statistic CurrNumberWaitingCalls filtered by
CallParked
, for the routing point (if
ThresholdGroup
is not specified) or for the specified DN Group. If this statistical value exceeds the specified threshold, the interaction is sent to:
•
The default destination if
ThresholdDestination
is not specified alongside
Threshold.
•
The DN given by
ThresholdDestination
, on the same switch as the routing point, if
ThresholdDestination
is specified but
ThresholdSwitch
is not.
•
The DN given by
ThresholdDestination
on the switch given by
ThresholdSwitch
if both options are specified.
Otherwise, URS starts the loaded strategy for the interaction.
When the option use_parking_threshold
has a value of true
, a key-value pair with key
CallParked
and value 1 is attached to the interaction when a treatment is started for the interaction. This pair allows URS to discern the parked interactions, which are the only interactions used in computing the threshold statistic.
Important Information
•
This option is case sensitive.
•
If the threshold is specified for a DN instead of for a group of DNs, the DN must be given an Alias in Configuration Layer. The options
Threshold
,
ThresholdDestination
, and
ThresholdSwitch
must be specified in the same location (either in the properties of the DN or in those of the Group of
DNs).
ThresholdSwitch
Location: Annex properties of DN controlled by URS or of the DN Group specified in the option
ThresholdGroup
, in a folder named
ParkingThreshold
Default value: the same switch as that of the DN from where the interaction is routed
Valid values: configured switch names (string)
Value changes: take effect immediately
The switch name where the
ThresholdDestination
DN is located.
Note:
This option is case sensitive.
transfer_time
Location in Configuration Layer by precedence: URS
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transfer_to_agent
Location in Configuration Layer by precedence: T-Server, URS
Default value: false
Valid values: true, false
Value changes: take effect immediately
Instructs URS to request T-Server to transfer interactions from an IVR directly to a target agent instead of returning them to the routing point. Use where standard routing scenarios do not apply or cannot be used to override the usual method of routing a call to an agent. For example, there may be special hardware or reorting needs. Allows you to initiate a direct transfer to an agent using T-Library functionality. For more information on T-Library functions, see the TLib Functions section of Genesys Voice Platform SDK .NET 7.5 API
Reference.
transit_dn
Default value: Current value of transition_time option (default value of transition_time option is
15
)
Valid value: any positive integer
Value changes: take effect immediately
Helps URS to spot lost interactions. Some events from T-Server can indicate that an interaction is gone (unidentified
EventRouteUsed or
EventReleased
) but not necessarily every time. URS marks every questionable interaction. During transfer_time
, if there are not any events signaling that the interaction is still alive, the interaction is assumed to be gone and all information about this interaction is deleted from URS memory. Before this option, the URS used the transition_time
option instead. If transfer_time
is not specified, however,
URS will return to using transition_time
for this purpose.
Location in Configuration Layer by precedence: any DN that URS does not register, either by default or because of some other option
Default value: none
Valid values: true, false
Value changes: take effect immediately
When set to true
, instructs URS to register for the DN for the purpose of monitoring calls at the DN.
transition_time
Location in Configuration Layer by precedence: routing point, T-Server, URS
Default value:
15
Valid value: any positive integer
Value changes: take effect immediately
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Specifies the minimal time, in seconds, for which URS will wait between the moment an interaction is routed to an agent, a place, or a DN, and any subsequent check for routing to the same agent, place, or DN. A nonzero (3 or higher) value is needed to avoid repeated routing to the same agent or place before Stat Server has reported the agent or place as busy. The value of this option should be increased when interaction traffic and network traffic intensify. The default value of
15
should ensure enough time for Stat Server to report an agent’s change of status.
Important Information
•
Although any positive integer is a valid value, the value should be
3
or higher to prevent URS from selecting the same target for different interactions.
•
When testing strategies offline, the transition_time
option can be set to a lower value, such as
5
.
Note:
For additional information on how the transition_time value is used during agent reservation, see the Universal Routing 7.6 Deployment
Guide, “System Availability and Redundancy” chapter.
treatment_delay_time
Location in Configuration Layer by precedence: T-Server, URS
Default value:
0
Valid values: non-negative integers
Value changes: take effect immediately
Note:
When URS processes the first interaction after being started and option treatment_delay_time
is used, URS adjusts wait time to the maximum allowed by the option. As a result, the first interaction no longer has the potential of being abandoned when this option is used.
This option may prove useful when the agent reservation feature is used because of the delay caused by the reservation exchange between URS and T-
Server. It gives Stat Server time to provide URS with information about targets, preventing URS from applying busy treatments before determining whether a target is available. A nonzero value, specified in milliseconds, delays the start of the first busy treatment for every Routing object that uses busy treatments. The interval should be short enough so the caller will not notice a delay, but should allow enough time for the agent availability information to be retrieved from Stat Server. A value of
0
means that busy treatments may occasionally be applied even though a target is available.
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For additional information on agent_reservation
option, see the Universal
Routing 7.6 Deployment Guide, “System Availability and Redundancy” chapter.
See also: “reservation_pulling_time” on
page 566
Note:
Upon entering in any target selection object, if a target was not selected and at least one statistic is not open and waiting time is
0,
URS adjusts waiting time to the maximum of reservation_pulling_time
and treatment_delay_time
values.
unix_socket_path
Location in Configuration Layer by precedence: Stat Server
Default value: none, a value must be supplied if a socket path will be used
Valid value: any valid socket path to the Stat Server host
Value changes: take effect on restart
Specifies a socket path to use to connect to the Stat Server host. This is an alternative way to specify the host name in some UNIX systems.
unloaded_cdn
Location in Configuration Layer by precedence: routing point, T-Server, tenant, URS
Default value: defaultignore
Valid values: ignore, reject, default, defaultignore
Value changes: take effect immediately
Specifies what action to take if an interaction comes into a DN without any strategies loaded. The values are defined as follows:
•
Ignore
means that URS will take no action.
•
Reject
means that URS will send a routing instruction to T-Server with route type
Reject
(which, in general, leads T-Server to delete the interaction)
•
Default
means that the interaction will be sent to the default destination.
•
Defaultignore
is used for compatibility with URS version 5.1. This value means default if an interaction comes in to a routing point and ignore if an interaction comes in to an IVR. Therefore, if the option value is defaultignore
, URS will send an interaction that arrives on a routing point to the default destination and do nothing with an interaction that arrives on an IVR.
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use_agent_capacity
Note:
The URS Application template sets the use_agent_capacity
option to true
. Setting this option to true
routes based on the agent capacity model as described in the Genesys 7.6 Resource Capacity Planning
Guide. If your site does not want to route based on the agent capacity model, switch this option to false
after importing the template.
Location in Configuration Layer by precedence: Stat Server, URS
Default value: false
Valid values: true, false
Value changes: take effect on restart
Starting with Universal Routing 7.0.1, URS is required to use agent capacity information supplied by Stat Server when routing non-voice interactions. For example, URS must use agent capacity information in a blended environment
(such as when routing e-mail plus voice or e-mail plus chat) or when routing other media types (such as when routing only e-mail or only chat).
URS can use agent capacity information provided by Stat Server to determine an agent’s ability to accept a particular interaction at a particular time. When factoring in agent capacity information, URS selects from the pool of agents with the required business skills and chooses the available agent(s) based on agent capacity information (instead of current agent state).
•
If more than one agent is available, URS selects one based on a specified
statistic (see “Route Interaction” on
page 284
page 287
).
•
If a statistic is not specified, URS selects based on agent load (instead of the agent with maximum waiting time).
Use Case
Assume the following agent/place (desk) configuration:
•
An agent is configured in Configuration Manager with a capacity rule, which allows the agent to have three voice interactions and one e-mail interaction simultaneously.
•
The agent has multiple Login IDs assigned to him (assume three Login
IDs:
LoginID#1
,
LoginID#2
,
LoginID#3
).
•
A Place is configured in CME, which has shortcut to multiple DNs (three
DNs in this use case:
DN#1
,
DN#2
, and
DN#3
).
Next, assume the following routing scenario:
•
The agent logs in on multiple voice DNs using different Login ID for each login operation (on
DN#1
with
LoginID#1
; on
DN#2
with
LoginID#2
; and on
DN#3
with
LoginID#3
).
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Note:
It is not uncommon for a single agent to be logged in with different phones at a single place (desk). The assumption here is that the switch allows this.
•
The agent receives the first call.
•
The agent receives the second call (while still on the first call)
•
The agent receives a third call (still has the first and second call).
Effect of Agent Capacity Rule
In this case, with the above agent capacity rule configuration, the agent cannot receive a fourth call. In order to get the fourth call, the agent has to release one of the previous calls.
The use_agent_capacity
page 406
page 402
StatAgentLoadingMedia statistic (see
page 619
) all support the Genesys agent
capacity distribution model.
Important Information
•
The URS Application template sets the use_agent_capacity
option to true
.
Genesys assumes that many new customers installing Universal Routing
7.2 and laterare or will be routing both voice and non-voice interactions and will want to use agent capacity rules. Genesys Multimedia requires that this option be set to true
.
•
Routing based on agent capacity rules has benefits in voice scenarios where agents can have multiple voice DNs. Voice-only customers who do not define agent capacity rules and set use_agent_capacity
to false will see no behaviorial differences from previous versions of Universal
Routing.
•
URS switches to supporting the agent capacity model if:
Stat Server 7.0.1 or later is used.
The option use_agent_capacity
is set to true.
Note:
When requesting agent state information, URS can open the
CurrentState statistics (value of option is false
) or the
CurrenttargetState statistics (value of option is true
). URS is
“aware,” however, that the version of Stat Server before 7.0.1 does not support the
CurrentTargetState statistics. For this reason, URS always asks for the older
CurrentState statistics, no matter whether the value of this option is true or false
.
•
The use_agent capacity option can be specified on the URS or Stat Server level. URS checks the option upon connecting to Stat Server.
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•
Routing based on agent capacity rules can be set at the
Person
,
Place
, or
Tenant level.
•
The state of agent readiness in CCPulse+ and a capacity rule’s state of readiness differ. See
page 633
use_agentid
Location in Configuration Layer by precedence: Stat Server, URS
Default value: false
Valid values: true, false
Value changes: take effect immediately
When set to true
, interactions will be routed to agents based on their Employee
IDs in the Configuration Database. If set to false
, interactions will be routed based on agent DNs. The value of this option depends on the requirements of the T-Server for the specific switch.
Note:
Option use_agentid
does not affect the value of the RequestRouteCall
Extension attribute DN. The value always contains the DN number as reported by Stat Server. The real access number (old content of attribute DN) is placed in an Extension attribute called ACCESS.
use_dn_type
Note:
The use_dn_type
option is extended with one additional location in
Configuration Layer: It can now be specifed on Switches. If specified on the Switch, URS gives the Switch the maximum priority and considers it as the destination Switch.
Location in Configuration Layer by precedence: switch, routing point, T-
Server, tenant, URS
Default value: extension
Valid values: position, extension, any
Value changes: take effect immediately
Specifies the default type of DN to be used. A value of position
or extension means that only available DNs of type
ACD Position
or
Extension, respectively, will be used for the routing destination of an interaction. A value of any means that any type of available DN can be used.
Important Information
•
Do not use the value any for multimedia interactions.
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use_extrouter
•
The value of this option can be explicitly overridden by invoking the
UseDNType function in a strategy. Invoking the UseDNType function is imperative if interactions other than telephone calls (that is, e-mail or fax) will be routed and T-Server doesn’t provide MediaType in
EventRouteRequest.
•
If URS is routing in a situation where an agent's Place is equipped with more then one DN type (or, starting with 7.0.1, if the agent’s Place works with more than one media type), then set option use_dn_type to extension or position
for routing points that distribute voice calls. As an alternative, use function UseDNType in the strategy.
Note:
The use_extrouter
and use_extrouting_type
options are extended with one additional location in Configuration Layer: they can now be specifed on Switches. If specified on the Switch, URS gives the
Switch the maximum priority and considers it as the destination
Switch. As a result, URS can now route calls from a single routing point to multiple remote switches utilizing different external routing types. Also, if URS receives an empty Access Number as an answer for request GetRemoteAccessCode, then URS will proceed working with the original destination number.
Location in Configuration Layer by precedence: switch, routing point, T-
Server, URS
Default value: false
Valid values: true, false, local, remote
Value changes: take effect immediately
Instructs URS to support external routing through the Extrouter component of the target T-Server. Any value except false
means that URS uses external routing.
In addition, the use_extrouter
option specifies which component performs the external routing, URS or T-Server. It is preferable to have T-Server do the external routing, which is why the option is false
by default. If for some reason, T-Server cannot do external routing (as indicated by the Genesys documentation for the specific T-Server), then URS can be forced to do the external routing by setting the option to true
.
When this option is used, URS requests access numbers from T-Server. If the option is set to true
or local
, URS requests access numbers from the originating T-Server. The originating T-Server requests the access number from the target T-Server on behalf of URS. This means that URS does not need to be connected to the remote T-Server, only to the local T-Server.
If the option is set to remote
, URS requests access numbers from the remote T-
Server (where agents are located) using the time parameter from the
Reference Manual 579
Chapter 4: Configuration Options URS Option Descriptions extrouter_timeout
page 543
), if configured. In this case, the
remote T-Server must be in the
Connection tab of the URS Application.
Can be overridden with the SetCallOption function (see
page 403
).
Note:
External routing for T-Servers is now called Inter Server Call Control
(ISCC). For information on T-Server support of external routing, consult the chapter on Multi-Site Support in any T-Server deployment guide.
use_extrouting_type
Note:
This option specifies the external routing type. See the use_extrouter option description for how to turn on external routing by URS.
Location in Configuration Layer by precedence: switch, routing point, T-
Server, URS
Default value: config,
Valid values: config, default, route, direct, reroute, directuui, directani, directnotoken, dnis, directdigits, pullback, extprotocol, routeuui, directnetworkcallid.
Value changes: take effect immediately
Note:
page 602
shows an example
Switch Access Code
Properties dialog box where external routing types are specified for a destination switch. For a detailed description of each valid value, see the chapter on Multi-Site support in the applicable T-Server deployment guide.
Instructs URS which type of external routing to use if external routing is on
(see option use_extrouter
for more information). Can be overridden with the
page 403
).
The default value, config
, specifies that the type of external routing is taken from Configuration Database. URS looks for a Switch Access Code for the
External routing point Target Type from the switch where the call is located to
the switch where the target is located. As shown in Figure 219 on
page 602
Route Type of the Switch Access Code is used to obtain external routing type that will be used. In all other cases, including when no Switch Access Code can be found, URS uses the value of route for the use_extrouting_type option.
Warning!
Put option use_extrouting_type
in the same location as option use_extrouter
. If this is not done, URS ignores this option and uses default value of config
to determine the type of external routing.
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Chapter 4: Configuration Options
use_ivr_info
URS Option Descriptions
Note:
This option can be overridden by the SetCallOption function. See
page 403
for more information.
Location in Configuration Layer by precedence: RP, T-Server, tenant, URS
Default value: true
Valid values: true, false
Value changes: take effect immediately
If set to true
, URS starts a strategy from the beginning when an interaction is transferred to a routing point controlled by URS, unless URS itself sends the interaction to that routing point.
This feature makes sure that an incoming interaction will not be counted several times when virtual queue statistics are calculated. It does this by remembering the virtual queues when the strategy is restarted.
EventQueue
is not sent when the interaction is placed again in such a virtual queue that corresponds to a target list.
EventDiverted
is not sent for the virtual queues where the interaction had been placed when an interaction is sent back to the routing point from an IVR.
Use Cases:
•
Turn this option off when IVR is used for mandatory treatment, such as when each caller is greeted with a welcome message. In this case, when
IVR returns the call to the routing point, URS continues the strategy right after the mandatory treatment.
•
Turn this option on only if you expect IVR to return new data to the routing strategy. In this case, URS starts the strategy from the very beginning so that the new data will be evaluated.
Warning!
Under this latter scenario, the mandatory treatment might play again. If you wish to prevent this from happening, set up attached data to indicate whether the mandatory treatment has played once or not. Check the attached data at the beginning of the strategy to determine if the call is being returned from IVR
(mandatory treatment should not be played) or if it is a fresh call (mandatory treatment should be played).
use_parking_threshold
Location in Configuration Layer by precedence: DN, T-Server, tenant, URS
Default value: false
Valid values: true, false
Value changes: take effect immediately
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This option turns the parking threshold mechanism on and off. The parking threshold is used when the number of available IVR ports is limited. When available IVR ports are limited, treatments can be applied only for a limited number of incoming interactions. If the number of interactions waiting for ready targets reaches some limit for all newly arrived interactions, treatments cannot be applied. The use_parking_threshold
option allows URS to handle such interaction overflow.
•
If option value is false
(default), then the URS will not control the queue size of waiting interactions on the routing point that allows unlimited growth of this queue.
•
If option value is true
, then URS will use a set of other options to limit the waiting interactions queue size. These additional options are specified for routing points only or for groups of DNs related to this routing point in
Annexes under the folder ParkingThreshold.
This option can be specified for routing points, T-Servers, tenants, and URSs.
use_service_objective
Note:
For additional information, see the section on business-priority routing in the Universal Routing 7.6 Routing Application Configuration Guide.
Location in Configuration Layer by precedence: URS
Default value: false
Valid values: true, false
Value changes: take effect immediately
This option is used with the PriorityTuning function. It specifies whether to use
Service Objective when selecting interactions for routing.
Service Objective is the time objective to service an interaction. You have the option of defining Service Objectives in Configuration Manager (see
“Assigning Business Attributes” on
page 135
) and attaching Service
Objectives to interactions (see “MultiAttach” on
page 131
). The
complementary PriorityTuning function (see
page 509
Objective to scale the time interval that an interaction waits.
Service Objective Versus Service Level Routing
What’s the difference between the Service Factor in service level routing (see
page 292
) and routing based on Service Objectives as
described in the section on business-priority routing in Universal Routing 7.6
Routing Application Configuration Guide.
Answer: As detailed below, service level routing is one dimensional while routing based on Service Objectives (Service Objective in Recommended
Settings table in above guide) is multi-dimensional.
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Service Level Routing
The Service Factor in a service level routing rule defines how quickly interactions in a queue need to be distributed (routed). It focuses on traditional queue performance, which assumes all interactions in the queue have the same service objective and are of the same media type. Service-level routing works by monitoring whether the rate of routing interactions within the queue is meeting a particular service level objective, say 80/20, meaning 80% of calls must be routed with 20 seconds. If the service factor drops below 80/20, then the agent pool can be expanded automatically to add more agents to the queue to compensate for or prevent the lost of the defined service objective.
Service Objective
Using the capabilities defined in the section on business-priority routing in the the Universal Routing 7.6 Routing Application Configuration Guide, interactions in queues can have different service level objectives based on business criteria. This enables URS to look at all interactions at the head of all queues, compare the service level objectives for those interactions, and make a decision as to the interaction to route next based on the interaction with the highest risk of missing its Service Objective. The interaction with the highest risk of service objective violation is selected and sent to an agent without the need to add or expand agent resource pool.
use_translation
Location in Configuration Layer by precedence: routing point, T-Server, tenant, URS
Default value: false
Valid values: true, false
Value changes: take effect immediately
Turns number translation on or off. Number translation transforms a number recognized by URS into another number, which may carry additional information, and is passed to the switch (see
Chapter 5
). A value of true
means that number translation is enabled; false
means that it is disabled. For
Network Routing 6.1/6.5, set the value to true at the Network T-Server under the Annex tab. There must be at least one translation record. For Enterprise
Routing, set the value to true
if number translation is required. For addiitonal
information, see “Number Translation” on
page 601
.
Important Information
•
If the value is true, the switch access code must be provided.
•
Even when number translation is off, URS will attach the prefix specified in switch-to-switch access codes to the beginning of the DN to which the interaction will be routed.
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•
In URS 7.x, skill expressions are considered as agent groups and require switch access codes for agent groups for proper translation.
using
Location in Configuration Layer by precedence: Message Server
Default value: none
Valid values: lds
(load distribution server)
Value changes: take effect on restart
Note:
Specify this option in the
Annex tab of the Message Server
Application object in the folder with the name
__ROUTER__
or with the name of the
URS
Application object.
Starting with 7.6, URS can use Messages Server for reasons other than logging communications with IRD. Use this option to specify that URS will use this
Message Server for any type of inter-router (URS) communications (see option
page 546
). The option value of lds results in URS using this Message
Server exclusively for inter-router communications and not for logging communications with IRD.
For more information on this option, see the sections on IVR Server load balancing and Router Self-Awareness in the Load Balancing Chapter of the
Universal Routing 7.6 Deployment Guide.
validate
Location in Configuration Layer by precedence: T-Server, URS
Default value: false
Valid values: true, false
Value changes: take effect immediately
This option is only meaningful in a multi-tenant environment. It instructs URS to validate interactions. This is done as follows:
1. URS verifies that a tenant name exists that matches with the CustomerID in the interaction information sent by T-Server.
2.
URS verifies that the T-Server that sent the routing request is configured as an application in Configuration Layer.
3.
URS verifies that the switch controlled by T-Server is configured in
Configuration Layer and that the DN from where the routing request came is configured on the switch.
4.
URS verifies that at least one DN Group that contains the DN from which the routing request came belongs to the tenant specified by the
CustomerID.
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If the verification fails at any of the above steps, URS rejects the interaction— it sends a routing instruction to T-Server with route type
Reject
.
If this option is set to true
, URS will ignore a DN that Stat Server reports as available to receive an interaction if this DN is absent from the Configuration
Database. This verification can be turned off by setting the fifth-lowest bit
(=
16
) of the value of the reduced option to
0
.
Important Information
•
The value for this option should always be false
in a single-tenant environment.
•
In URS 6.5.x, verification was controlled with two options:
1) validate = true
(which impacted performance)
AND
2) reduced!=16
(or do not include 16 as a component).
If any of these conditions were not met, verification did not occur. Usually validate was set to false
and, as result, URS 6.5 did not perform any verification and routed on agent login ID. When validate = true
, URS 6.5 behaved exactly like URS 7.x with the same performance impact since verification of target DNs is a very resource-consuming operation.
In URS 7.x, performance is no longer an issue. Because verification is logically not related with option validate
( validate
was introduced to verify incoming calls, not target DNs), verification of DNs is detached from the validate
option and controlled only with option reduced
. As result URS 7.x by default verifies target DNs whereas URS 6.5 by default did not verify them.
page 555
verbose
Location in Configuration Layer by precedence: routing point, URS
Default value:
0
( false
)
Valid values:
0
( false
),
1, 2, 3, 4, 5
( true
)
, 6
Value changes: take effect immediately
Like most URS options, this one is specified in default section of the URS
Application object.
You can specify a verbose level (types of log messages to be written to log) separately for every routing point. If a message is associated with a call belonging to a routing point, URS determines which messages to write to the log based on the value of the verbose
option that you set for URS, as well as for the routing point. If you are interested only in messages associated with calls routed from a specific routing point, set URS’s verbose
level to
0,
and the routing point’s verbose
level to
5
.
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page 643
verbose
in the default section. Valid values can be from
0
to
6
, where
0
is equivalent to false
, and
5
is equivalent to true
. In a production environment, the verbose
option in the default section will normally be set to true
.
Warning!
Setting the option verbose to values above 5 is used for debugging purposes only and can results in extreme amount of log output.
Each non-zero value causes a different set of log messages to be written to the log. The numbers are cumulative. That is, if you set the value to
2,
the log contains message types that are marked with
1
and
2.
If you set the value to
4, the log includes all log message types except those identified as level 5.
•
page 643
lists the log messages associated with each valid
value.
In release 7.2 and later, you can change the number associated with each log message. For example, if you want to set the verbose
option to
3,
but also want to see a message type currently marked as level 5, you can change the message type level from
5
to
3.
This prevents you from having to set the value to
5
in order to get the level 5 message type you want and then having to sort through all the rest of the level 4 and 5 messages that you are not interested in using.
Other Verbose Options
Do not confuse this option with other options having the same name, but located in different sections. Specifically, do not confuse this option with the ones located:
1. In the log section. Controls Mangement Layer logging levels and the
output type. Appendix A, “Log Events,” on
page 643
overview of Management Layer logging. For complete information on the settings for the verbose option in the
log section, refer to the Framework
7.6 Deployment Guide (Management Layer Functionality) or to the
Framework 7.6 Solution Control Interface Help.
2.
In a user-defined web section for use by the Web Service object. Controls the HTTP bridge verbose level. Valid values are 0~6, with 6 being the most detailed.
The above two verbose options controls different things and are unrelated to the URS verbose option described above.
verification_time
Location in Configuration Layer by precedence: URS
Default value:
0
Valid value: any non-negative integer
Value changes: take effect immediately
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A positive value is useful when it is possible for an agent to pass through ready state in a transition between ending a call and making himself unavailable by a manual command. This option specifies the time, in seconds, that must elapse after an agent ends a call before the agent is reported as ready to receive calls again.
This option is applied every time an agent becomes ready, not just after ending a call. It is not related to any previous interaction and it is not necessary to have finished a previous interaction.
When CheckAgentState is set to false or function UseAgentState (see
page 464
) is used, URS does not apply the verification_time option to agents, but still applies it to agent DNs.
Note:
Starting with 7.5, the behavior of options verification_time
, verification_time_agent
, and verification_time_dn
are slightly modified. URS continues to use them as before. However, the condition changes that URS uses to select verification_time_agent or verification_time_dn
.
If, according to Stat Server, an agent becomes ready and the agent state before becoming ready (according to Stat Server) was one of:
Dialing
,
Ringing
,
OnHold
,
CallUnknown
,
CallConsult
,
CallInternal
,
CallOutbound
,
CallInbound
, then URS blocks the agent and his DNs for max(verification_time, verification_time_dn). In all other cases,URS uses max(verification_time, verification_time_agent).
verification_time_agent
Location in Configuration Layer by precedence: URS
Default value:
0
Valid value: any non-negative integer
Value changes: take effect immediately
While the above verification_time option is applied after an agent is reported as ready due to any event, verification_time_agent and verification_time_dn are applied only after specific events.
•
If an agent state event is related to an agent’s DN state (agent hangs up the phone, for example), then URS uses max(verification_time, verification_time_dn)
as the verification time to block the agent.
•
If an agent state event is not related to an agent’s DN state, (the agent pushes the Ready button, for example), then URS uses max(verification_time, verification_time_agent)
as the verification time to block the agent.
•
See note for verification_time option.
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verification_time_dn
Location in Configuration Layer by precedence: URS
Default value:
0
Valid value: any non-negative integer
Value changes: take effect immediately
See above verification_time_agent
description.
xml_log_file
See
page 589
.
URS Options for Use with Web Services
URS provides a tool, HTTP bridge, for communicating with Web Services through SOAP/XML over HTTP/HTTPS protocols.
You configure HTTP bridge various options in the URS
Application object.
There are additional HTTP bridge options that you can use to control tracing and debugging when you use HTTP bridge to access Web Services and to adjust HTTP bridge performance characteristics.
Notes:
To use HTTP bridge to access SAP RFC functions, you must also have installed the Gplus Adapter for mySAP Data Access Component.
All options affecting the http_bridge application (including hide_private_data
) take effect upon restarting http_bridge (or URS).
General Options
Enter these options and values in the user-created web
section of the URS
Application object.
Option
http_port verbose max_loading
Description
Port on which HTTP bridge is listening. For more detailed
information, see “http_port” on page 545
.
HTTP bridge verbose
level. Valid values are
0 through
6
, with
6
being the most detailed verbose level. For more
detailed information, see “verbose” on
page 585
Maximum number of requests that can be simultaneously submitted to HTTP bridge by URS. The default value is
64
. For more detailed information, see
page 547
588 Universal Routing 7.6
Chapter 4: Configuration Options URS Options for Use with Web Services
Log Options
Enter values for these options in the user-created web
section of the URS
Application o bject.
Note:
If these options do not appear in the URS
Application object, you must create them. See Framework 7.6 Configuration Manager Help for instructions.
Option
http_log_file http_log_size log_buffering log_check_interval log_remove_old_files xml_log_file parser_log_file
Description
Log file for HTTP bridge error and trace messages.
HTTP bridge maximum log file size in bytes. Once the maximum size is reached, the oldest messages are deleted as new ones are written to the log. You must also configure the log_check_interval
and http_log_file
options to use this option.
Valid values are on/off
, true/false
, and
1/0
.
Set the value of this option to on
, true
, or
1 to turn on log buffering
.
Interval at which to check the HTTP bridge log, in seconds. This option is used together with the http_log_size
and http_log_file
options.
Valid values are on/off
, true/false
, and
1/0
. Set the value of this option to on
, true
, or
1
to have old files delete d.
All SOAP/XML Web Service requests and responses are saved to this file. The value you set for this option is the name of the log file. If you do not want to use this log, do not create this option.
File to be used for gSOAP parser debugging. The value you set for this option is the name of the log file. If you do not want to use this log, do not create this option.
SOAP Options
Enter values for these options in the user-created web
section of the URS
Application object.
Note:
If these options do not appear in the URS
Application object, you must create them. See Framework 7.6 Configuration Manager Help for instructions.
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Option Description
soap_retry_attempts soap_retry_timeout soap_conn_timeout soap_send_timeout
Maximum number of attempts HTTP bridge makes to communicate with a Web service.The default value is
2
.
Time period HTTP bridge waits between retry attempts, in seconds. The value of
0
(zero) forces
HTTP bridge to initiate the next communication attempt right away. The default value is
5
.
Timeout value for connect operation when working with Web Services, in seconds. If connection to a Web
Service cannot be established within the time period specified, communication with the Web Service ends with failure. The value of
0 disables this timeout.
Default: 5 seconds
Timeout value for a send operation when working with
Web Services, in seconds. If no data can be sent to a
Web service within the time period specified, communication with the Web service ends in a failure.
The value of
0 disables this timeout. The default value is
5
.
soap_recv_timeout Timeout value for receive operation when working with Web Services, in seconds. If no data is received from a Web service within the time period specified, communication with the Web service ends in a failure.
The value of
0 disables this timeout. The default value is
5
.
soap_conn_idle_timeout Time period HTTP bridge will maintain persistent
SOAP connections without activity, in seconds. When this period expires for a given connection, HTTP bridge closes the connection. Default:
15
(seconds).
590 Universal Routing 7.6
Chapter 4: Configuration Options IRD Options
IRD Options
IRD option descriptions are listed below.
bytecode
Location in Configuration Layer by precedence: IRD
Default value: false
Valid value: true, false
Value changes: take effect upon restart
This IRD option is set in the default section of the IRD Application in the
Configuration Database. If set to true
, it causes IRD to read strategy bytecode upon connection to Configuration Server. As a result, when exporting a
strategy (see “Exporting Strategies” on
page 44
) the bytecode is also exported.
Importing the
.zcf file results in a strategy that is ready to run without recompiling. Setting this option to false results in the strategy export function skipping bytecode. In this case, you must recompile the imported strategy in the target environment to make it ready to work.
Note:
Because setting this option to true
can cause IRD to start slowly,
Genesys recommends that users working in large environments create a dedicated IRD for exporting/importing strategies and set this option to true
for that instance of IRD only.
inactivity-timeout
Location in Configuration Layer by precedence: IRD
Default value:
0
(false)
Valid value:
0 or any positive integer reflecting the number of minutes of inactivity, which will cause the IRD Application to require user reauthentication.
Value changes: take effect dynamically
This option allows you to require that users log back into IRD after a specified period of user inactivity as defined in the Genesys 7.6 Security Deployment
Guide. The default of
0
(zero) makes sense for monitoring applications such as
IRD, since you may not wish to stop monitoring interactions
Entered
,
Routed
,
Abandoned
, and
In Process
page 37
) after a period of inactivity or monitoring strategy object interactions in
Trace View
(see
page 38
).
To change the default, configure a value for this option. Enter the timeout in minutes.
Reference Manual 591
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•
IRD interprets the absence of the inactivity-timeout option or the setting of its value to
0
(zero) as the disabling of application locking by user inactivity.
•
Setting a positive integer enables the security timeout feature in IRD.
When set to a value greater than zero (
0
), users must log back into IRD after the specified period of user inactivity. Inactivity is defined as no keyboard or mouse input when the UI is active.
Note:
Starting with the 7.6 release, the security section containing the inactivity-timeout option is presented by default in the the
Application Template
. If you are migrating from an old template, then you must manually create the security section in the IRD
Application object. Then define this option in that section.
Important Information
•
Upon expiration of the value set for the inactivity-timeout option, all opened IRD windows are hidden (minimized). You are presented with a relogin dialog box that, for authentication purposes, asks only for a user password in order to resume the Application session. All other fields are grayed out since the connection of the IRD Application to Configuration
Server remains active the entire time until re-login.
If you want to end the Application session by pressing
Cancel button, on the re-login dialog box you will be warned that you are about to exit the
Application. To exit the Application, press the
Yes button on the
Do you want to close the application? warning message. To return to the relogin dialog box, press the
No button.
•
If the administrator changes a user’s password in Configuration Manager at any time during an IRD session before that user is presented with the relogin dialog box, the previous password will be required in order to resume the suspended session.
•
In a case where the user changes a password in IRD before the expiration of the value set for inactivity-timeout option, then only a new password will be accepted in the re-login dialog box in order to continue working with the Application.
•
The
Interaction Design window behaves differently than the
Routing
Design window in the case where you want to end the Application session while you have unsaved changes. Unlike
Routing Design
, when you press the
Yes button in order to close the Application,
Interaction Design provides a message giving the possibility to save modifications made to a business process prior exiting.
592 Universal Routing 7.6
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Custom Server Options
Note:
For information on deploying Custom Server, see the Universal
Routing 7.6 Deployment Guide, Chapter 5.
There are two sections in the Custom Server
Application object: default
and log
. See Universal Routing 7.6 Deployment Guide, Chapter 9 for information on the log section. The options for the default
section are described below.
async
Location in Configuration Layer by precedence
: Custom Server
Default value: false
Valid values: true, false
Value changes: take effect immediately for new requests only
The async
option tells Custom Server to call the
R_CUSTOMER_PROCEDURE
of the
RCP module in either synchronous or asynchronous mode.
•
A value of true
tells Custom Server to interact in asynchronous mode.
•
A value of false
tells Custom Server to interact in synchronous mode.
The default value is false
.
buffer_size
Location in Configuration Layer by precedence
: Custom Server
Default value:
4096
Valid values: any non-negative integer
Value changes: take effect immediately
The buffer_size option specifies the maximum size of the buffer (in bytes) that contains the result of
R_CUSTOMER_PROCEDURE
. The default (and minimum) value is
4,096
bytes. The actual size of the buffer cannot be reduced. A new size can only be made greater than the old size, but cannot be less than 4K.
Otherwise the value change has no effect and generates a warning.
frequency
Location in Configuration Layer by precedence
: Custom Server
Default value:
1000
Valid values: any non-negative integer
Value changes: take effect immediately
The frequency
option is valid for asynchronous mode only. This option specifies the time interval in milliseconds that Custom Server waits between
Reference Manual 593
Chapter 4: Configuration Options Custom Server Options two consecutive
R_CUSTOMER_PROCEDURE
calls related to the same incomplete request. The default value is
1000
milliseconds. This option takes effect for all requests.
hide_private_data
Location in Configuration Layer by precedence
: Custom Server
Default value: false
Valid values: true, false
Value changes: take effect immediately
Note:
URS also provides this option (see
page 544
), however it works a little differently when used with Custom Server. This is because Custom
Server does not print T-Library events or the results of database access in the log.
If set to true this option prevents Custom Server from showing Universal
Routing Server request parameters in the log.
life_time
Location in Configuration Layer by precedence
: Custom Server
Default value:
600
Valid values: any non-negative integer
Value changes: take effect immediately
The l ife_time
option specifies the time interval, in seconds, during which the requests sent to a custom procedure are assumed to be valid. The default value is
600
seconds. This option takes effect for all requests.
new_parsing
Location in Configuration Layer by precedence
: Custom Server
Default value: true
Valid values: true, false
Value changes: take effect immediately
This option provides advanced parsing ability. Use when parameters of requests that Custom Server receives from URS can contain a single quote (').
Its default value is true so the advanced parsing is switched on by default. If set to false
, Custom Server parses data using the previous 5.x/6.x/7.x parsing rules.
594 Universal Routing 7.6
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Routing-Related Interaction Server
Options
When processing e-mails and other non-voice interactions, URS communicates with Interaction Server, a software component that functions as the central interchange for interaction flow in Genesys Multimedia.
Note:
Interaction Server replaces MS T-Server that existed in ICS 6.5.1.
In summary, Interaction Server:
•
Receives interaction operational data from the media interface. For example, in the case of e-mail this is E-mail Server Java.
•
Stores the operational data in a cache (a database) while receiving and transmitting information about the interaction. This cache also contains queues through which the interaction passes as part of its processing.
•
Works in concert with URS to route interactions according to business
page 140
Interaction Server options are configured on the
Options
tab of the Interaction
Server
Application object
Properties
window. You can also configure options in the
<Interaction Server>
section of the
Annex
tab for the Universal Routing
Server
Application object, and the default
and
<Universal Routing Server> sections of the
Annex
tab for the Strategy object (located in the
Scripts
folder in Configuration Manager).
Table 107
affect URS/Interaction Server communication and e-
mail processing. For complete information on all Interaction Server options, see the Multimedia 7.6 Reference Manual.
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Table 107: Interaction Server/URS Options
Section
Options Tab
settings
Option
agent-reservation log allow-duplicates-in-submit default-max-submission-rate default-max-submitted-per-strategy default-max-submitted-per-router delay-updates delivering-timeout handling-timeout hide-attached-data ignore-read-only-on-submit low-pull-threshold max-interactions-per-pull max-interactions-per-snapshot max-number-of-snapshots not-ready-on-invitation-timeout registration-timeout routing-timeout statistic-interval third-party-server-queue-size third-party-server-timeout third-party-server-window-size reject-subsequent-request request-collection-time reservation-time messagefile
596 Universal Routing 7.6
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Table 107: Interaction Server/URS Options (Continued)
Section Option
Annex Tab (Universal Routing Server Application Object)
<Interaction Server> max-submitted-interactions max-submission-rate
Annex Tab (Strategy Object) default
<Universal Routing Server name>
max-submitted-interactions
<Interaction Server Name>.maxsubmitted-interactions
Routing-Related Message Server Options
URS uses various options set in the Message Server
Application object for logging, monitoring, and inter-router communications. See:
•
page 546
•
page 584
page 548
.
ADDP Options for Universal Routing Server
Advanced Disconnect Detection Protocol (ADDP) (formerly Keep Alive
Protocol (KPL)) is used for detecting a connection failure with servers to which URS connects as a client. This ADDP option must be configured for each server within the
Connections tab of the URS
Properties dialog box as follows:
1. Launch Configuration Manager.
2.
In the Applications folder, double-click the URS Application to open its
Properties dialog box.
3.
Select the
Connections tab.
This tab lists the servers to which URS connects.
For each server do the following:
1. Within the
Connections tab of the URS
Properties dialog box, doubleclick the server name to open its properties dialog box.
2.
Type addp
in the
Connection Protocol field.
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Protocol specifies the method for detecting connection failures between two or more servers and determining the operation status of these servers.
The value addp
activates the ADDP.
3.
Enter the
Local Timeout
and
Remote Timeout
values in their respective fields.
These fields specify the timeout, in seconds, between ceasing to receive an
ADDP signal and generating a Server Disconnected event. The specified value must be greater than twice the round-trip ADDP polling time to servers.
Local Timeout
is the heartbeat polling interval measured on a client side.
Remote Timeout
is the heartbeat polling interval on a server side.
4.
From the
Trace Mode
drop-down list, select a trace level (
Trace On Both
Sites, Trace On Client Site
, or
Trace On Server Site
).
Trace specifies the level of the ADDP log.
5.
Click
OK
to close the server properties dialog box.
6.
After specifying the ADDP option for the servers, click
OK
to close the
URS
Properties dialog box.
Note:
All ADDP protocol changes (including switch off.on) will take effect only upon connecting/restoring the connection with servers to which
URS connects as a client.
Retired Options
The following options are no longer used in Universal Routing:
•
close_unused_statistic
•
close_statistic_time
•
reg_mode
The following options were retired in Genesys 6.x:
•
backupserver
•
backup_priority_level
•
backup_mode
Note:
The backup
options were replaced by the common backup configuration features of Genesys 6.x available for all servers through the Configuration Layer. In 6.x, backup servers were managed by the Management Layer.
•
joint_work
•
log_file_name
598 Universal Routing 7.6
Chapter 4: Configuration Options Retired Options
•
log_remove_old_files
•
log_file_size
•
log_buffering
•
log_check_interval
Note:
For all log options, refer to the Framework 7.6 Deployment Guide
(Management Layer Functionality) or to the Framework 7.6
Solution Control Interface Help.
•
kprl_priority
•
kpl-interval
•
strategy (retired, but reused in 7.5, see
page 570
)
Note:
The recommended way to give a value to this option is by using the
Load Strategy command in Interaction Routing Designer.
Reference Manual 599
Chapter 4: Configuration Options Retired Options
600 Universal Routing 7.6
Chapter
5
Number Translation
From a Universal Routing standpoint, number translation is the process of converting numbers that are recognized by URS into the numbers that are passed to a switch. If such conversion is necessary such as for external routing, you specify the rules in the
Switch Access Code Properties dialog box in
Configuration Manager.
z z
This chapter includes the following sections:
Configuring the use_translation Option, page 601
Configuring Translation Tables, page 602
For additional information on this feature, see the chapter on Multi-Site
Support in any T-Server deployment guide.
Configuring the use_translation Option
To configure number translation:
◆
Set the value of the use_translation
page 583
) to true
.
Then create a translation table for each switch. To do so, open the
Switch
Access Code Properties
dialog box for each switch you are using and configure the settings on the
General
tab. These settings are explained in the following sections.
If you set the value of the use_translation
option to false
, you can prefix a sequence of digits to a DN before sending it from the switch. To prefix digits:
1. Enter the digits in the
Code
text box on the
Switch Access Code Properties
Figure 219
).
2.
Enter the name of the destination switch in the
Switch
field.
Reference Manual 601
Chapter 5: Number Translation Configuring Translation Tables
Configuring Translation Tables
As described in the chapter on MultiSite Support in the applicable T-Server deployment guide, you can set up a different translation table for each destination switch. A translation table consists of all of the values set on the
Switch Access Code Properties dialog box’s
General
tab.
Figure 219
the dialog box for a SIP Switch with the
Route Type dropdown menu..
Figure 219: Example Switch Access Code Properties Dialog Box
602 Universal Routing 7.6
Chapter 5: Number Translation Configuring Translation Tables
Selecting a Target Type
The
Target Type
text box adds further versatility. You can set up different translation tables between the same two switches corresponding to the type of targets returned by a strategy.
Selecting a Route Type
Use the
Route Type
drop-down list to select a route type to pass to the destination switch. All the possible choices are explicit route types with the exception of
Get From DN
. Selecting
Get From DN
will extract the Route Type information from the DN Properties set up in Configuration Manager.
The entries in the text boxes that follow must consist of an expression, which may be preceded or followed by fixed characters. The expressions are built of keywords and, possibly, instructions that excerpt relevant characters from the string indicated by the keyword.
Parameters for Switch Access Codes
The
Sources area in the
Switch Access Code Properties dialog box shown in
page 602
is where you enter extended parameters for your
Switch Access Codes by specifying the
ISCC Protocol and
ISCC Call
Overflow Parameters
.
Source Field Keywords
Figure 220
Switch Access Code dialog box for a SIP Switch.
Figure shows the dialog box before selecting a switch.
Reference Manual 603
Chapter 5: Number Translation Configuring Translation Tables
604
Figure 220: Switch Access Code Dialog Box Before Switch Selection
The possible keywords for the
Destination Source
field are:
•
DN.DL
— retrieves a DL
•
AGENT.LOGIN
—retrieves an agent login number
•
AGENT.NAME
—retrieves an agent employee ID number
•
TARGET.CCTN
—retrieves the number associated with the target produced by the CCTExtractTargets function
The possible keywords for the
Location Source
field are:
•
SOURCE.TSERVER
•
SOURCE.SWITCH
•
DEST.TSERVER
•
DEST.SWITCH
The possible keywords for the
DNIS Source
field are:
•
ANI
•
DNIS
•
CED
•
AGENT.DNIS
Universal Routing 7.6
Chapter 5: Number Translation Configuring Translation Tables
•
DEST.DN.DNIS
The first three possible DNIS keywords recover the respective value from the interaction; the last two recover the value from the
Configuration Properties of Agent Logins or DNs. To specify a DNIS in those properties, select the
Use
Override
check box in the
Advanced tab of the object’s properties dialog box.
The keyword may be followed by an instruction for excerpting specified characters. The instruction can have two formats: ( m,n
) and (
-m,n
), where m and n
are positive integers. The format ( m,n
) excerpts all characters starting with character m
and ending with character n
counted from the beginning of the string, while (
-m,n
) excerpts characters from m
to n
counted from the end.
The keyword, along with the excerpt that may be specified after it, must be enclosed in square brackets. For example, entering
123[DEST.DN.DNIS(2,4)] into the DNIS Source box will result in extracting the DNIS from the DN properties, taking its second, third, and fourth digit, concatenating them to
123
, and sending the resulting number as a DNIS to the destination switch.
Note:
For additional information on completing these ISCC fields, see the chapter on Multi-Site support in the applicable T-Server deployment guide.
Configuring the Reason Source and Extension Source
The
Reason Source
and
Extension Source
text boxes should include the T-
Server-specific information required by certain switches. Such information is presented as a nested key-value list; in other words, the values of each key can be a list inside a key-value list. The format of the lists as entered in the boxes must consist of items separated by the pipe symbol (|); each item must be of the form
Key1.Key2. ... .KeyN:Value where
Value
is not itself a key-value list, and
Key1.Key2....KeyN is the sequence of keys in the nested lists that leads to the corresponding value.
Key1,
Key2, ... , KeyN,
and
Value
must be of String type.
For information on what information should be entered in these two fields, see the chapter “T-Library Events” in the Framework 7.5 T-Server Developer’s
Guide.
Reference Manual 605
Chapter 5: Number Translation Configuring Translation Tables
606 Universal Routing 7.6
Chapter
6
Automatically Attached
Pegs
Pegs are a special class of key-value pairs that are used as counters for certain actions that occur during the execution of a routing strategy. The key of a peg is the name of the counter, and the value is always an integer.
z z
URS can create two kinds of pegs, both of which are explained in the following sections:
Explicit Pegs, page 607
Automatic Pegs, page 607
Becuase pegs reflect the history of the interaction during the execution of the strategy, they are not attached to the interaction until immediately before the interaction is definitively routed. In this way, they are unlike key-value pairs attached by means of the IRD Attach and Update functions, which are always attached to the interaction at the moment when URS executes the corresponding statement. Peg values can be increased an arbitrary number of times before the interaction is definitively routed.
Explicit Pegs
Explicit pegs are created by invoking the URS Peg function (see “Peg” on
page 466
). These pegs can have arbitrary names and their values can be increased by any integer that is prescribed as a parameter of the Peg function.
Automatic Pegs
Automatic pegs are attached only if you set the value of the URS automatic_attach
configuration option to true
(the default value; see
page 534
). They have specific names that the user
Reference Manual 607
Chapter 6: Automatically Attached Pegs Automatic Pegs cannot change, and their values increase after specific actions (except for
PegSF, which does not increment).
The values for the pegs that do increment are always increased by
1
whenever
the action that triggers the increase occurs.
Table 108
shows a list of all of the automatically-attached pegs and specifies the circumstances under which their values are increased.
If the action that triggers the increase never happens during the execution of a strategy, the corresponding peg is not attached to the interaction.
Table 108: Automatically Attached Pegs
Name
PegDOW
PegDOY
Increased When...
The Day function is called in the strategy.
The Date finction is called in the strategy.
PegTD
PegQT
The Time function is called in the strategy.
The SelectTargets function is called in the strategy.
PegProc<procedure_name> A database statement that uses a SQL procedure or Custom Server is called in the strategy. Here,
<procedure_name>
represents the name of the procedure as specified in the strategy.
PegSL<table_name> A database statement that uses a SQL Select statement is called in the strategy. Here,
<table_name>
represents the name of the database table from which information is retrieved.
PegDL<directory_number> The
[DN.DL]
translation function is called (that is, a network destination is selected as a result of number translation), or the interaction is routed to a target of type
DL
.
The value of this peg is increased at the time of translation; therefore, it can be increased as a result of an explicit call of the URS Translate function.
Here,
<directory_number>
represents the actual network destination that is selected.
PegDEF
PegAG<group_name>
The interaction is routed to the default destination.
A target of type .
GA
(Group of Agents) is selected.
Here,
<group_name> represents the name of the group to which the interaction is routed.
608 Universal Routing 7.6
Chapter 6: Automatically Attached Pegs Automatic Pegs
Table 108: Automatically Attached Pegs (Continued)
Name
PegLB
PegPA
PegRejected
PegSF
Increased When...
The StatLoadBalance statistic is used as a selection criterion in a Routing object or in the
SelectDN function. It is also increased when either the SData or PegValue function is called for the StatLoadBalance statistic.
Percentage allocation is used as a selection criterion in a Routing object or in the SelectDN function.
The interaction is routed with route type Reject.
This peg will also be attached when the URS issues a routing instruction of route type Reject, without executing a strategy.
For example, this occurs when no strategy is loaded at a DN that is controlled by URS and the unloaded_cdn
option has a value of reject
.
It can also occur when the validate
option has a value of true,
and the interaction fails the validation.
Unlike other automatic pegs, PegSF does not increment.
When a Service Level object is placed in a strategy, URS automatically attaches a new peg to each distributed interaction.
This function does not provide real-time information about achieving Service Level specifications. URS calculates the peg value based on an average of the levels for the first 50 calls, or every 30 seconds, whichever comes first.
The function is useful for debugging purposes only when determining whether to expand or reduce your group of available agents. You should not use it for reporting about actual
Service Level performance at any particular moment.
See “Service Level Timers” on page 295 for
information on using this peg.
Reference Manual 609
Chapter 6: Automatically Attached Pegs Automatic Pegs
610 Universal Routing 7.6
Chapter
7
Routing Statistics
Genesys Stat Server provides URS with information in the form of statistics about the operation of the contact center, including agent availability. URS uses the statistics from Stat Server to route customer interactions. For example, before requesting to route a call to a particular agent, URS checks with Stat
Server to verify the agent is available. Also, URS can use statistics, such as the number of calls in queues, to make other routing decisions.
URS uses Message Server to communicate strategy statistics to IRD. This enables users to monitor loaded strategies in IRD.
z z z z
This chapter includes the following topics:
About This Chapter, page 612
Predefined Statistics, page 612
URS and Stat Server, page 622
User-Defined Statistics, page 626
Warning!
Deleting or changing the name of any statistic that might be referenced in other strategies, rules, objects, or functions could invalidate the strategy unless the object using the referenced statistic is updated.
Use the Check Integrity tool to validate all strategies and confirm the existence of all referenced statistics. See Universal Routing 7.6
Interaction Routing Designer Help for instructions on how to use this tool.
Reference Manual 611
Chapter 7: Routing Statistics About This Chapter
About This Chapter
This chapter introduces the predefined statistics used by various IRD objects, the relationship of URS to Stat Server, and user-defined statistics. However, as many of these statistics are discussed in detail elsewhere, this Universal
Routing 7.6 Reference Manual refers the reader to the following documents for the most up-to-date statistical information:
•
The Framework 7.6 Stat Server User’s Guide contains the following types of information: statistic configuration options, Actions upon which statistical values are based, Object statuses (DN, Place, Agent, Group), statistical Categories, custom formulas, Campaign statistics, and Virtual
Agent Groups.
•
The Reporting Technical Reference Guide for the Genesys 7.2 Release covers statistics that are used for reporting, including those used in the real-time and historical reporting templates provided by Network Routing and Enterprise Routing.
Predefined Statistics
IRD enables you to create wide range of statistics to be used in routing strategies. However, there is a minimum set of statistics that should always exist in order for URS to function correctly.
IRD creates these required statistics (predefined statistics). You cannot modify them.
Note:
You use both predefined and user-defined statistics in the same way.
The only difference is whether IRD creates them automatically or you create them (user-defined statistics)
Table 109, “List of Predefined Statistics,” on
page 615
, lists the predefined statistics, their attributes, and parameters.
The predefined statistics also appear in the
Statistics list in Interaction
Figure 221
).
612 Universal Routing 7.6
Chapter 7: Routing Statistics Predefined Statistics
Figure 221: Predefined Statistics in IRD
Use of Predefined Statistics in IRD
The predefined statistics are available for functions that support skill
page 84
) including CountSkillInGroup (see
page 429
),
GetSkillInGroup (see
page 436
page 439
page 467
page 478
page 479
SelectDN (see
page 513
page 481
), and
page 484
Figure 221
also are available for the following IRD
objects or functions:
Reference Manual 613
Chapter 7: Routing Statistics Predefined Statistics
•
Statistics object/Statistics routing rule (see
page 305
•
Workforce object/Workforce routing rule (see
page 312
•
page 284
page 307
), and Selection
(see
page 287
) objects, for
Min or
Max
Statistics and for the
Skill target
type as part of a skill expression (see
Figure 222
).
Figure 222: Predefined Statistics in the Selection Object
Note:
When routing to a target that is a meta-object (such as a Group of
Agents or a Group of Places) and using any Routing object statistic except
StatAgentLoading and
StatAgentLoadingMedia
, URS does not expand the target to its underlying level (for example, the underlying agents belonging to the group). Instead, URS applies the statistic directly to the meta-object.
List of Predefined Statistics
Table 109
, statistics with an attribute of -P are related to
Agent
,
Place
,
GroupAgents
, and
GroupPlaces
. Statistics with an attribute of -R are related to
Queue and
Routing Point
. When selecting a statistic for the Route Interaction
page 284
) or the Selection object (see
page 287
appropriate statistic for the selected target type (see Figure 154 on
page 288
614 Universal Routing 7.6
Chapter 7: Routing Statistics Predefined Statistics
Table 109: List of Predefined Statistics
Statistic
CallsWaiting
(see “Important Notes” on page 617 )
)
Attribute
-R
PositionInQueue (see “Important
)
-R
-R RStatLBEWTLAA
May be used for load balancing
(see “Important Notes” on page 617 )
RStatCallsInQueue -R
Defining Parameters
For statistics calculated by URS and not Stat
Server, Action information is not applicable.
For statistics calculated by URS and not Stat
Server, Action information is not applicable.
For statistics calculated by URS and not Stat
Server, Action information is not applicable.
For statistics calculated by URS and not Stat
Server, Action information is not applicable. Note:
RStatCallsInTransition -R
RStatCost
)
RStatExpectedLBEWTLAA
May be used for load balancing
(see “Important Notes” on page 617 )
RStatExpectedLoadBalance (see
“Important Notes” on page 617 )
RStatLoadBalance
-P
-R
-R
-R
For statistics calculated by URS and not Stat
Server, Action information is not applicable.
For statistics calculated by URS and not Stat
Server, Action information is not applicable.
N/A. For statistics calculated by URS and not Stat
Server, Action information is not applicable.
For statistics calculated by URS and not Stat
Server, Action information is not applicable. Note:
StatAgentsTotal
StatCallsAnswered
-P
-P
For statistics calculated by URS and not Stat
Server, Action information is not applicable.
N/A. For statistics calculated by URS and not Stat
Server, Action information is not applicable.
Category: CurrentNumber
Subject: AgentStatus
Action (Main) Mask: All except the following-
LoggedOut, all CallObserved masks, allCallForwarded masks
Category: TotalNumber
Interval (Time Profile): GrowingWindow
Subject: DNAction
Action (Main) Mask: CallAnswered
Reference Manual 615
Chapter 7: Routing Statistics Predefined Statistics
Table 109: List of Predefined Statistics (Continued)
Statistic
StatCallsCompleted
StatCallsInQueue
(see “Important Notes” on page 617 )
StatEstimatedWaitingTime
(see “Important Notes” on page 617 )
StatExpectedWaitingTime
(see “Important Notes” on page 617 )
StatLoadBalance
(see “Important Notes” on page 617 )
StatServiceFactor
Attribute
-P
-R
-R
-R
-R
-R
Defining Parameters
Category: TotalNumber
Interval (Time Profile): Growing Window
Subject: DNAction
Action (Main) Mask: CallUnknown, CallConsult,
CallInternal, CallOutbound, CallInbound
Category: CurrentNumber
Subject: DNAction
Action (Main) Mask: CallWait
Category: CurrentRelativeTimePercentage
Interval (Time Profile): GrowingWindow
Subject: DNAction
Action (Main) Mask: CallWait
Category: ExpectedWaitTime
Interval (Time Profile): Last 600 seconds
Subject: DNAction
Category: LoadBalance
Interval: Last 50 calls
Subject:DNAction
StatTimeInReadyState
See
StatAgentsAvailable
StatAgentsBusy
StatAgentsInQueueLogin
-P
-P
-P
-R
Category: TotalNumberInTimeRangePercentage
Interval (Time Profile): Last 600 seconds
Subject: DNAction
Time Range: 0–30 seconds
Action (Main) Mask: CallDistributed
Category: CurrentTime
Subject: AgentStatus
Action (Main) Mask: WaitForNextCall
Category: CurrentNumber
Subject: AgentStatus
Action (Main) Mask: WaitForNextCall
Category: CurrentNumber
Subject: AgentStatus
Action (Main) Mask: NotReadyForNextCall
Category: CurrentNumber
Subject: DNAction
Action (Main) Mask: AgentLogin
616 Universal Routing 7.6
Chapter 7: Routing Statistics Predefined Statistics
Table 109: List of Predefined Statistics (Continued)
Statistic
StatAgentsInQueueReady
Attribute
-R
Defining Parameters
Category: CurrentNumber
Subject: DNAction
Action (Main) Mask: AgentReady
N/A. For statistics calculated by URS and not Stat
Server, Action information is not applicable.
StatAgentLoading
• See
StatAgentLoadingMedia
• See
StatAgentOccupancy
• See
-P
-P
-P
For statistics calculated by URS and not Stat
Server, Action information is not applicable.
Category: RelativeTimePercentage
Subject: AgentStatus
Action (Main) Mask: CallDialing, CallRing,
AfterCallWork
Important Notes
•
The statistic,
StatEstimatedWaitingTime
, used in versions 5.1.x and 6.0, has been replaced by
StatLoadBalance
in the
LoadBalance statistic category. For information on
StatLoadBalance
, see the chapter on load balancing in the Universal Routing 7.6 Deployment Guide.
•
Stat Server provides a
StatExpectedWaitTime statistic from the bottom of the queue (in other words, the interaction that just entered the queue).
When URS needs a statistic from the top of the queue (the interaction it might be about to route), it divides
StatExpectedWaitTime by the number of calls in queue to get the predicted wait time for the interaction at the top of the queue.
•
If configuring Skills- or Agent-level routing at a site that has a large number of agents, Genesys recommends using the
StatAgentLoading statistic to select agents. Using the
StatTimeInReadyState statistic can result in high CPU usage even when there are no calls.
•
It is the responsibility of the user to select the appropriate statistic. If the target is an agent group, then use statistics meaningful for groups. If targets are agents or skill expressions, then use statistics meaningful for agents. If targets are queues, then use statistics meaningful for queues. If you do not select a meaningful statistic for the target type, you may receive an error message from Stat Server and the statistic is not opened (or the statistic is opened, but does not make sense for the target).
•
The
CallsWaiting
,
InVQWaitTime
, and
PositionInQueue statistics are used as placeholders in the SetStatUpdate function for values returned by the
CallsWaiting, InVQWaitTime, PositionInQueue functions, respectively.
Reference Manual 617
Chapter 7: Routing Statistics Predefined Statistics
•
Warning! A Cost-Based Routing solution or a Share Agent by Service
Level Agreement solution, as described in the Universal Routing 7.6 Cost-
Based Routing Configuration Guide, is incompatible with load balancing based on
RStatExpectedLoadBalance, RStatlBEWTLAA,
RStatExpectedLBEWTLAA, StatExpectedWaitingTime
,
StatEstimatedWaitingTime
,
StatLoadBalance
,
StatCallsInQueue
, other statistic derived from these statistics, or any type of statistic that leads to equal or quantifiable distribution of interactions to routing targets.
•
URS and Outbound Contact Server (OCS) can cooperate for the purpose of sharing multi-skilled Agents and/or Places. A special statistic,
CurrentAgentAssignment
, provides information about the activity that the
Agent/Place is currently busy with (assigned to). For more information, see
page 541
page 321
•
For information on
RStatCallsInQueue
,
RStatLBEWTLAA
,
RStatExpectedLBEWTLAA
,
RStatExpectedLoadBalance
,
RStatLoadBalance
, and
StatLoadBalance
, see the chapter on load balancing in the Universal
Routing 7.6 Deployment Guide.
StatAgentLoading
Note:
This statistic works for Agents and Places only; it is not applicable for
Agent Groups.
StatAgentLoading always uses a random target order, even if you set the targets_order
option to true
(see
page 570
The
StatAgentLoading statistic is used to select agents within a group based on current agent loading, which is calculated as a vector of three values: number of busy DNs, time in Ready state (the same value as
StatTimeInReadyState provides), and a random number.
How It Works
Assume you have multiple agents available in a group and URS must select one. URS always selects an agent in the group according to
StatAgentLoading
.
It does this as follows:
•
First URS evaluates number of busy DNs and selects the agent with the lowest number of busy DNs.
•
If the number of busy DNs is equal among the agents, URS evaluates the second value (time in ready state) and selects the agent with the longest time in ready state.
•
If time in ready state is equal among the agents, URS uses a random number.
StatAgentLoading is also valuable in a multimedia environment, where an agent can handle multiple interactions of different media types. It ensures that
618 Universal Routing 7.6
Chapter 7: Routing Statistics Predefined Statistics
URS will always distribute interactions evenly among agents. See
page 619
for a comparison of
StatAgentLoading and
StatAgentLoadingMedia
.
For information on calculating the minimum or maximum value of this statistic when selected in the Statistics, Route Interaction, or Selection Routing object, see
page 287
StatAgentOccupancy
Note:
You must be running Stat Server 7.0 or higher to use this statistic.
The
StatAgentOccupancy
statistic enables URS to route interactions to the least occupied agent, which is the agent with the lowest occupancy rate.
•
Occupancy rate is the ratio between the time the agent has been busy since last login relative to the agent’s total login time.
The
StatAgentOccupancy
statistic enables URS to evaluate multiple available agents and select the least occupied agent so that the workload among available agents is balanced.
Note:
StatAgentOccupancy is defined with the
SinceLogin interval and can be used only in statistics being opened against an Agent object. You cannot use
StatAgentOccupancy
with the Agent Group object type.
Use Case
•
After login, Agent #1 was on a call for 5 minutes and was in a Ready state for 5 minutes. His occupancy is 50% (5/(5+5)).
•
After login, Agent #2 was on a call for 1 minute and was in a Ready state for 2 minutes. His occupancy is 33%(1/(1+2)).
•
An incoming interaction will be distributed to Agent #2 as the least occupied agent.
StatAgentLoadingMedia
Note:
The
StatAgentLoadingMedia statistic, the UseMediaType function (see
page 406
), the GetMediaTypeName function (see
page 402
), and the use_agent_capacity
option (
page 576
) all support the Genesys agent capacity interaction distribution model. To use this statistic, you must be running Stat Server 7.0.1 (which introduces agent capacity rules) or higher.
The
StatAgentLoadingMedia
“StatAgentLoading”
difference:
O nly DNs having the current call media type are counted
(
StatAgentLoading counts all busy DNs).
Reference Manual 619
Chapter 7: Routing Statistics Predefined Statistics
For example, if the agent capacity vector indicates that an agent is currently working with one voice interaction and three e-mail interactions then
StatAgentLoading returns 4 as first component.
StatAgentLoadingMedia returns
1 if asked from a strategy that handles voice interactions.
For information on calculating the minimum or maximum value of this statistic when selected in the Statistics, Route Interaction, or Selection Routing object, see
page 287
Load Balance Family of Statistics
Load balancing between routing targets is essentially equal distribution of interactions among ACD queues. Equal can refer to the number of calls, the percentage of busy agents, the expected waiting time, or something else. There are many different criteria. What is equal for one customer will not be equal for another. The family of load balance statistics described below use some of more common criteria, but cannot cover all criteria. If the supplied statistics are not appropriate, then you must configure a strategy to implement the criteria you prefer.
Table 110
lists IRD predefined statistics for use in strategies that can be used for load balancing including those that address calls in transition.
Table 110: Load Balancing Statistics
Predefined Statistic New for 7.6?
RStatCallsInQueue No
StatLoadBalance No
RStatLoadBalance No
RStatExpectedLoadBalance Yes
RStatLBEWTLAA Yes
RStatExpectedLBEWTLAA Yes
For information on these statistics, see the Load Balancing Chapter in the
Universal Routing 7.6 Deployment Guide.
Router Self-Awareness
In general, calls are not expected to arrive at their destination immediately after a routing request, but after some (usually short) period of time has elapsed. As result, in any given moment there is a certain amount of calls in
transition.
Calls in transition (if neglected) can sometimes cause a discrepancy in statistics used by URS for decision making. This, in turn, can affect load
620 Universal Routing 7.6
Chapter 7: Routing Statistics Predefined Statistics balancing or routing. The potential for this situation is amplified when there are multiple concurrently deployed URS instances in load-sharing mode.
Previous to 7.6, the number of calls in transition could apply only to calls routed by the current URS (by the URS that calculates this statistic). Starting with 7.6, you can configure URSs, such as those in a loading balancing scenario, to share routing information between themselves by setting a mode called Router Self-Awareness as described in the Universal Routing 7.6
Deployment Guide. If Router Self-Awareness is activated for the participating
URSs, then the number of calls in transition sent to this target will include calls in transition sent by all URSs participating in the same Router Self-Awareness group.
RStatCallsInTransition
Starting with 7.6, URS provides a statistic that cannot be used for load balancing distribution, but can be used in a strategy to adjust other statistics received from Stat Server (similar to
RStatCallsInQueue
). The
RStatCallsInTransition statistic:
•
Works for “queue like” targets (
ACDQueue
,
Routing Point
) as well as for
Agent
,
Place
, and
Agent/Place Group
.
•
Returns the number of calls that URS believes are on the way to corresponding targets, but not yet arrived.
•
Also includes calls distributed by all participating URSs when Router Self-
Awareness (see
page 620
) is activated for this statistic.
•
Is counted by URS based on available information from T-Servers.
Every time URS selects a call to be routed to a target, the corresponding counter for this target is incremented by
1.
Every time URS detects that a call has arrived at the target, the counter is decremented by
1.
When URS deletes the call from its memory, the counter is also decremented.
RStatCost
You can activate a Cost-based Routing solution by selecting the predefined
IRD statistic RStatCost in the
Target Selection tab of the Routing Selection object. For more information, see the chapter on cost-based routing in the
Universal Routing 7.6 Cost-Based Routing Configuration Guide.
Reference Manual 621
Chapter 7: Routing Statistics URS and Stat Server
URS and Stat Server
Note:
Stat Server currently supports virtual group functionality with two types of agent parameters: a Skill configured for an agent and an ACD
Queue to which an agent is logged in. You can simultaneously specify both types of parameters in an expression for a single virtual group.
For more information, see the Virtual Agent Groups chapter in the
Framework 7.6 Stat Server User’s Guide.
URS uses statistics requested from Stat Server a number of different ways in a routing solution including:
•
to determine a target’s availability for receiving an interaction and if more than one target is available, which target to route an interaction to.
•
to determine which agents to consider for routing for skill-based routing.
•
if interactions are in queue (internal as opposed to an ACDQueue), for determining which interaction to route first based on priority.
•
when using a Service Level object in a strategy, to determine whether to expand or reduce an agent group to maintain the Service Level requirement.
Stat Server and Statistics
URS’s ability to route interactions is affected by its ability to get statistic information from Stat Server. Two statistic issues that can affect routing include:
•
Invalid statistics
•
Persistent statistics
Invalid Statistics
Stat Server returns an error or an invalid statistic if URS tries to open a statistic for an object that Stat Server is unable to obtain information about. Two reasons might be:
•
Stat Server is unable to register the DN or all DNs associated with a
Statistical object (such as Place Group) with T-Server.
•
Stat Server does not have a connection with the T-Server to which the DNs belong.
If a strategy includes a target of a place group or agent DN that Stat Server has not registered, Stat Server cannot provide URS any information about that target to route the interaction. So, when URS requests information, Stat Server returns an error. The only way to resolve this is to make sure that all
622 Universal Routing 7.6
Chapter 7: Routing Statistics URS and Stat Server underlying DNs used in strategies are registered to Stat Server and have a current connection to the T-Servers involved.
Persistent Statistics
Stat Server treats all requested statistics as persistent statistics. Persistent statistics are those that when initially requested are calculated continuously even after URS closes the statistic. As a result, when URS requests the statistic again, Stat Server sends a current value for the statistic. Every time a new statistic is requested it is added to the Persistent Statistic Pool. By default, statistics remain in this pool for three days after the last time it was requested by URS. After this period the statistic becomes obsolete and is removed from the pool.
Note:
OldStatsRemoveInterval is the Stat Server option that specifies when a statistic becomes obsolete and is removed from the pool. See the
Framework 7.6 Stat Server’s User’s Guide for information on setting this option.
Two issues with respect to persistent statistics include:
•
A removal of a statistic from the Persistent Statistic Pool could result in an interaction being default routed if the value for the statistic is not available.
For example, an agent logs in and
AvgTalkTime statistic is requested for use in routing. This statistic is added to the Persistent Statistic Pool and calculated continuously. If the agent logs out, Stat Server stores the most recent value for the statistic and when the agent logs back in, that stored value is used as the starting value for
AvgTalkTime
. But if the agent logs out for a long time (longer than 3 days if the default value is used), Stat Server does not continue storing this value. Without this value, the interaction may be default routed.
Other Routing Issues
The following issues can also cause routing problems:
•
Object state never changes
•
Default routed calls
•
Interactions routed to busy DNs
•
Interactions not routed when agents are available
Object State Never Changes
If an object remains in a certain state, it typically means that Stat Server did not receive an event that required it to clear the state.
Examples of these include:
Reference Manual 623
Chapter 7: Routing Statistics URS and Stat Server
•
An ACD Queue, with the particular ConnectionID or
PreviousConnectionID (in the case of a transfer that is completed to the
ACD Queue) that received an
EventQueued message but never later received an
EventAbandoned or an
EventDiverted message.
•
A routing point, with the particular ConnectionID or
PreviousConnectionID (in the case of a transfer that is completed to the routing point) that received an
EventRouteRequest but never later received an
EventAbandoned message or an
EventRouteUsed message.
•
A normal DN that received an
EventOffHook
message but never later received an
EventOnHook
message.
Thefailure of the correct events to reach Stat Server may be due to interaction flows that are not supported by Stat Server. Interaction flows should be evaluated to determine where the problem lies.
Possible causes include:
•
Interactions are routed through DNs that Stat Server does not monitor so some events are never received from the switch.
•
Failed DN registrations made by Stat Server to T-Server result in missing events for these DNs. In this case, you must examine why the DN registrations failed.
•
Missed switch messages, which indicate a possible problem with switch configuration.
•
The loss of link connection between the T-Server and the switch.
•
The loss of the connection to T-Server, especially for Virtual Queues where URS generates the respective events for Virtual Queues.
Some serious impacts on URS include:
•
If an agent gets into a state where Stat Server thinks the agent is not available, URS will never route an interaction to that agent.
•
If Stat Server thinks that there is always an interaction in a queue because it missed some events and the strategy is designed to look at the number of interactions in queue or the age of the oldest interaction queued across a number of targets to determine where to route the interaction, URS may stop sending interactions to a destination.
•
If Stat Server always thinks there is an agent available at a location, then all interactions will be sent there, flooding the site, while not sending interactions to other places.
Default Routed Calls
The most common reason that interactions are default routed is due to the
Timeout
(waiting time) value being set to zero
(the default) in the Selection
page 288
). When this happens, URS asks Stat Server
for a value to route across targets but there is not enough time for the value to be received, so interactions are regularly default routed. Transition time and
624 Universal Routing 7.6
Chapter 7: Routing Statistics URS and Stat Server verification time also may affect whether an interaction is default routed. Also
page 278
and the configuration option default_destination
page 539
Note:
In certain circumstances, URS might freeze briefly (for about 2 seconds) when it receives a notification from Configuration Server about a new Data Access Point. During the period when URS is frozen, interactions are default routed.
Interactions Routed to Busy DNs
One reason interactions might be routed to busy DNs is due to competing delivery methods. For example, both URS and an ACD may try to route interactions to the same agent. The agent has logged into a queue to go ready/not ready to show availability to Stat Server for routing. However, this queue is also used to deliver interactions. So both ACD and URS are competing with ACD usually winning. This means that when the agent becomes ready, the ACD sends a call to the agent. If URS also attempts to route another interaction to the same agent, URS will not succeed because the agent has already received the ACD-delivered interaction.
Interactions Not Routed when Agents are Available
Interactions are not routed to an available agent if Stat Server sees the agent as unavailable (for example, logged out, in a CallRinging state, or some other busy state). Two possible causes for this include:
•
The link to the switch goes down and the agent does not log out and log back in. Without this step, Stat Server never sees the agent as available and
URS never routes an interaction to that agent.
•
The agent is incorrectly in a state that is not available. Look at the Stat
Server log for the last status for this agent and then work backwards to determine how the agent got into this state.
Resolving Routing Issues
In order to resolve routing difficulties, you should have available the URS log,
Stat Server log, T-Server log, DB Server log, and the strategy. In the URS log, do the following:
•
Look for interactions in which problems occurred
•
Using the ConnID of a misrouted interaction, examine each line of the log.
•
Look for any abnormal entries such as:
Targets being ignored or blocked
Treatments that are not applied
Reference Manual 625
Chapter 7: Routing Statistics User-Defined Statistics
Statistics that appear incorrect
Failure in the database lookup
Pegs that appear incorrect
DNs not functioning (Stat Server log)
Impact of URS options transition_time
and verification_time causing routing issues
DN types that are incorrect for the targets
Default routed interactions
Server connection problems
User-Defined Statistics
The Statistics list in Interaction Routing Designer (see Figure 221 on
page 613
provides many possible combinations for creating statistics. This chapter contains a list of suggested statistics that might be useful in routing strategies, along with information that must be entered into the
Statistics dialog box.
•
For more information about creating statistics in IRD, see Universal
Routing 7.6 Interaction Routing Designer Help.
•
Contact Genesys Technical Support if you need to create a new statistic, but cannot determine what values to use when configuring it in IRD.
Creating a New Statistic
Note:
IRD’s dialog box for defining custom statistics allows defining statistics based on Java Extensions. You can now enter parameters for
JavaCategory
.
Once you create a new statistic, it becomes available for use in the properties
dialog box for the Routing objects that use statistics: “Route Interaction” on
page 284
page 287
page 292
page 305
page 307
.
User-created statistics also appear in the IRD main window when you click the
Statistics icon (see Figure 221 on
page 613
To create a new statistic:
1. On the
Routing Design shortcut bar at the left side of the IRD main
page 33
), click the
Statistics
icon.
2.
Select
File > New
from the menu. The
Statistics dialog box opens (see
Figure 223
626 Universal Routing 7.6
Chapter 7: Routing Statistics User-Defined Statistics
Figure 223: Statistics Properties Dialog Box
Select the appropriate radio button to configure one of the following types of statistics:
•
Queue/Routing Point
•
Agent/Group
•
Campaign
Statistics Properties Dialog Box
Name
Category
Fields in the
Statistics dialog box are summarized below.
This field enables you to name the new statistic.
The statistical category tells Stat Server how to calculate a statistic. For information on statistical categories, see the “Statistical Categories” chapter of
Reference Manual 627
Chapter 7: Routing Statistics User-Defined Statistics the Framework 7.6 Stat Server User’s Guide. In the IRD
Statistics dialog box, you can select one of the following categories:
• AverageCustomValue
• AverageNumberPerRelativeHour
• AverageOfCurrentNumber
• AverageOfCurrentTime
• AverageTime
• CurrentAverageCustomValue
• CurrentAverageTime
• CurrentContinuousTime
• CurrentCustomValue
• CurrentDistinctNumber
• CurrentMaxCustomvalue
• CurrentMaxTime
• CurrentMinCustomValue
• CurrentMinTime
• CurrentNumber
• CurrentNumberInTimeRange
• CurrentNumberInTimeRangePercentage
• CurrentRelatiaveNumberPercentage
• CurrentRelativeTimePercentage
• CurrentState
• CurrentStateReasons
• CurrentTargetState
• CurrentTime
• ElapsedTimePercentage
• EstimTimeToComplete
•
• EstimTimeToEndCurrentNumber
• ExpectedWaitTime
• Formula
• JavaCategory
• LoadBalance
• LoadBlance1
• MaxCustomValue
• MaxNumber
• MaxTime
• MinCustomValue
• MinNumber
• MinTime
• RelativeNumberPercentage
• RelativeTimePercentage
• RelativeNumber
• ServiceFactor1
• TotalAdjustedNumber
• TotalAdjustedTime
• TotalCustomValue
• TotalNumber
• TotalNumberErrors
• TotalNumberInTimeRange
• TotalNumberInTimeRangePercentage
• TotalNumberPerSecond
• TotalTime
• TotalTimeInTimeRange
Mask
A mask is a list of actions or statuses that apply to the statistic category.
Depending on the radio button you select (
Queue/Routing Point, Agent/Group, or Campaign
), the
Mask
pane lists different actions or statuses.
Where several masks are listed in the description of a statistic, select all of them in the Statistics Properties dialog box. Statistics for which the relative mask column is empty in do not require you to select a relative mask in the
Statistics Properties dialog box.
•
For lists of actions and statuses, see Chapter 4, “Stat Server Actions” and
Chapter 5, “Object Statuses” in the Framework 7.6 Stat Server User’s
Guide.
Subject
Specifies the statistical objects types that, when changed, affect the statistic.
You must specify a value for this option.
628 Universal Routing 7.6
Chapter 7: Routing Statistics User-Defined Statistics
Note:
The
AgentStatus
and
PlaceStatus
objects were the same in releases
5.1, 6.0, and 6.1. However, they are independent in 6.5 and all later releases.
Default Value: No default value.
Valid Values:
DNAction
,
DNStatus
,
AgentStatus
,
GroupStatus
,
PlaceStatus
.
Changes Take Effect: When Stat Server is restarted.
For more information, see the Subject of Calculation section in the “Statistical
Categories” chapter of the Framework 7.6 Stat Server User’s Guide.
Interval
Interval refers to the time interval used for calculating historical aggregate values for statistics. Clients, such as CCPulse+, specify which defined time profile to use when requesting their statistics. Options are
Last Seconds
,
Last
Calls
,
Growing Window
, and
Since Login
.
For more information on intervals, see the Time Profiles section in the
“Statistic Configuration Options” chapter of the Framework 7.6 Stat Server
User’s Guide.
Note:
In most routing decisions, the interval over which statistics are measured (if applicable) should have a fixed length. The
Growing
Window
option is intended for exceptional cases and should be used infrequently.
Filter
Available filters appear for selection. Filters enable you to exclude interactions based on certain criteria specified in a logical condition. They enable you to restrict the Stat Server actions that are taken into account during the computation of aggregate values. In a filtered statistic, only those actions are considered that satisfy a filter condition on certain attributes of T-Events, such as
DNIS
,
ANI
,
CustomerID
(or T enantID
),
MediaType
,
ThisQueue
,
TreatmentType
,
UserData
,
Reasons
, and
ExtensionReasonCode
.
For more information, see Filters Section in the “Statistic Configuration
Options” chapter of the Framework 7.6 Stat Server User’s Guide.
Time Range
Stat Server defines the time ranges for collecting data used for several statistical types.
Reference Manual 629
Chapter 7: Routing Statistics User-Defined Statistics
For more information, see the Time Ranges Section in the “Statistic
Configuration Options” chapter of the Framework 7.6 Stat Server User’s
Guide.
Pseudo Statistics
URS accepts as target selection criteria not only statistics, but alternative criteria, such as agent skills and object properties (“pseudo statistics”). For example, it is possible to instruct URS to select an agent having the maximum skill.
Initiate the pseudo statistic functionality as follows:
1. Create the variable that will contain the pseudo statistic value. Click the
X= icon in the
Routing Design window and define the variable that will display as a statistic name in the
Target Selection tab of the Routing
Selection object.
Figure 224
shows an example
Variable list dialog box.
630
Figure 224: Variable List Dialog Box
2.
Use the Assign, Multi-Assign, or Function object to assign a value to the variable using an expression in round brackets surrounded by single quotes. URS interprets a statistic with a name in round brackets as a pseudo statistic. The expression can be:
the name of a Skill, cfgdata
(folder, property, default value)
Examples: x= '(Spanish)' where the value of Skill Spanish will be used as selection criteria (if target is not agent or has no such skill then 0 will be used) x= '(cfgdata(Cost_Folder, RoutingCost, 7.25))' where the value of property
RoutingCost
of target in folder
Cost_Folder will be used as selection criteria.
For example: x='(Spanish)'
Universal Routing 7.6
Chapter 7: Routing Statistics User-Defined Statistics
Figure 225
shows the value assigned to a variable in the
Assign properties dialog box.
Reference Manual
Figure 225: Assign Object, Assigning Skill to a Variable
3.
Place and open the Routing Selection object, click the
Target Selection tab, select
Min or
Max
, then click the down arrow to list available statistics
(both regular and pseudo statistics).
Figure 226
631
Chapter 7: Routing Statistics User-Defined Statistics
632
Figure 226: Routing Selection Object, Selecting Pseudo Variable
In this example, URS will use the maximum (
Max
) value (
Skill Level
) of the
Skill contained in variable x as additional selection criteria during target selection If the target is not an agent or has no such skill, then URS uses 0.
Note:
When using pseudo statistics, it is the user’s responsibility to determine the reasonability of combining a certain type of statistical distribution with cost-based routing. For example, using Skill as a pseudo statistic makes sense, but using other properties, such as
Customer Segment or Service Type for example, would not make sense.
Universal Routing 7.6
Chapter
8
Solution Reporting
Genesys Stat Server provides URS with information in the form of statistics
(see
Chapter 7
). In addition to the statistics being used for routing decisions, the statistics are also used for solution-specific reporting, such as when using the ERS and NRS reporting templates to create reports in CC Pulse+ and CC
Analyzer.
In addition, Interaction Concentrator (ICon) works with T-Server and DB
Server to collect and record calls and agent states in a database, which can be used to generate reports.
z z z z
This chapter overviews Genesys reporting as it relates to Universal Routing. It contains the following sections:
Reporting in a Typical Contact Center, page 633
Solution Reporting, page 634
Reporting Documentation, page 640
Reporting Templates, page 641
Reporting in a Typical Contact Center
The processing of customer interactions is distributed over several elements of the contact center. For example, a typical inbound call from a customer can first be connected to an IVR to collect information about the interaction and/or the customer. Then, the call may be directed to a Universal Routing Server
(URS), which finds the most appropriate agent, and finally be routed to an agent’s desktop. Each of the various components involved in interaction processing and routing can be interesting from the reporting perspective.
Reference Manual 633
Chapter 8: Solution Reporting Solution Reporting
Solution Reporting
Genesys offers several reporting applications:
•
CCPulse+
•
CC Analyzer
•
Interaction Concentrator (ICON)
Each is briefly discussed below.
CCPulse+
CCPulse+ presents critical, business-related data in real time historically via
Figure 227
shows an example voice report in CCPulse+.
Figure 227: Sample CCPulse+ Real-Time Voice Report
See
Figure 228
634 Universal Routing 7.6
Chapter 8: Solution Reporting Solution Reporting
Figure 228: Sample CCPulse+ Real-Time E-mail Report Workspace
Note:
When monitoring ontact Center activity using real-time reporting, limit statistics about Open Media interactions that use the
Media Type
Business Attribute in the StatType definition to single
Media Types for each reportable object. The object types impacted by this are interaction queues, referred in StatType as “StagingArea,” and routing strategies.
Reference Manual 635
Chapter 8: Solution Reporting Solution Reporting
Agent Readiness
The state of agent readiness in CCPulse+ and a capacity rule’s state of
readiness (see “use_agent_capacity” on
page 576
•
CCPulse+ reports Ready/Not Ready based on the state of a DN. If the agent has indicated that he is ready on a particular DN at a particular Place, then CCPulse+ displays the agent as Ready in its views.
•
The capacity snapshot for a particular capacity rule, however, will indicate
R (Ready) only if Universal Routing Server is permitted (from the definition of the capacity rule) to route an interaction to a particular DN.
Hence, it is possible, for example:
For an agent to have clicked the Ready button and be available to accept an interaction, but no interactions are sent.
This can be because the agent has exceeded the maximum number of concurent interactions based on a capacity rule assigned to him.
CC Analyzer
The CC Analyzer application is an historical reporting application that collects
and aggregates data over specified periods of time (see
Figure 229
for an example).
636 Universal Routing 7.6
Chapter 8: Solution Reporting Solution Reporting
Figure 229: Sample CC Analyzer Historical Report
Interaction Concentrator
Interaction Concentrator (ICON) tracks historical data for your contact center as it relates to calls. This means reports are not based on the resources used during the call (CC Analyzer is better suited for that). Rather, the data collected by ICON can give you insight into the customer experience during the call.
ICON is a data collection application that works with T-Server and DB Server to collect and record calls and agent states. As a client of T-Server, ICON collects information about User Data and telephony events related to all telephony objects.
Note:
ICON currently tracks only voice interactions.
Reference Manual 637
Chapter 8: Solution Reporting Solution Reporting
Reporting on the Data
For reporting from ICON, Genesys provides the Genesys Info Mart, which produces a data mart containing several star schemas you can use for contact center historical reporting. Genesys Info Mart includes a software platform and a set of predefined jobs. You configure these jobs to extract and transform data from several Genesys relational databases. The transformed data is loaded into
Dimension and Fact database tables in Genesys Info Mart. You can query the data in these tables using SQL. These queries enable you to display detailed data, reveal patterns, and predict trends.
Starting with 7.6, URS extends
EventDiverted messages with a new
Reason attribute that allows you to report on the reasons why calls leave virtual queues.
Reason Attribute
When URS receives an event message indicating a call has left a virtual queue, it copies the content of the
Reason a ttribute into a
RequestDistributeEvent message to T-Server, which causes T-Server to distribute the required event
(
EventDiverted
).
URS receives reasons for calls leaving virtual queues from T-Server, which indicate that the routing process is terminated. Usually such events are
EventRouteUsed or
EventReleased
.
•
URS can receive these events as a result of successful routing (including default routing).
•
URS can also receive these events as the result of the switch (or T-Server) taking over the call (such as during switch-level routing or revoking a call).
In these cases, the
Reason attribute of the T-Server Event is propagated into an
Request
EventDiverted message for virtual queues that URS distributes for such calls. In other cases, the reason the call left the virtual queue is unrelated to any T-Server event.
Extensions Attribute
If T-Server distributes the
EventDiverted message with state
22
, URS updates
AttributeExtensions of the
EventDiverted message with a new
Reason key, which can contain one of the following values:
•
1 if the call is routed by URS to the target destination.
•
2 if the call is routed by URS to the default destination.
•
3 if the call is routed by the switch to the default destinattion.
•
4 if the call is cleared from a virtual queue by the execution of strategy function ClearTargets
•
5 is used for all other reasons.
638 Universal Routing 7.6
Chapter 8: Solution Reporting Solution Reporting
Examples: The value of
5 is used if URS routes a call to an IVR destination and the IVR target has an associated virtual queue. The value of
5 is also used if a call is cleared because of a URS/T-Server disconnect or a routing point going out of service.
Note:
When URS distributes virtual queue events, the URS log reflects this with
RequestDistributeEvent messages to T-Server, which cause T-
Server to distribute the required events.
An example
RequestDistributeEvent message, with the new
Reason key highlighted in red, is shown below. request to 65200(--) message RequestDistributeEvent
AttributeTimeout 10
AttributeExtensions [150] 00 06 00 00..
'SIGNATURE' 'router'
'NAME' 'vit_router'
'VERSION' 'Version: 7.6.001.00'
'CLUSTER' 'vit_router'
'VQID' '3J2L36BKDL77N4TKDU1MFDSAKO000003'
'Reason' 4
AttributeDNIS '800'
AttributeOtherDNRole 1
AttributeOtherDN '1111111111111'
AttributeThisDNRole 2
AttributeThisQueue '7778'
AttributeThisDN '7778'
AttributeCallState 22
AttributeCallType 2
AttributeCallID 50
AttributeConnID 006b017a7cecf028
AttributeCustomerID 'Vit'
AttributeReferenceID 4294967295
AttributeUserEvent EventDiverted
Cost-Based Routing and Reporting
The initial 7.5 release of cost-based routing does not supply any “out-of-thebox”cost-based routing reports. Instead you can configure Genesys ICON/Info
Mart to capture sufficient data from Universal Routing interaction attached data to allow the building of cost-based routing reports as a Genesys
Professional Services engagement. For more information, see the Universal
Routing 7.6 Cost-Based Routing Configuration Guide.
Reference Manual 639
Chapter 8: Solution Reporting Reporting Documentation
Reporting Documentation
As of the publication date of this manual, the following Reporting documents are available on the Genesys Documentation Library DVD:
•
Reporting 7.5 Deployment Guide
•
Reporting 7.2 Data Sourcer User's Guide
•
Reporting 7.2 ETL Runtime User's Guide
•
Reporting 7.2 Physical Data Model for a Sybase Data Mart
•
Reporting 7.2 Physical Data Model for an Oracle Data Mart
•
Reporting 7.2 Physical Data Model for a Microsoft SQL Data Mart
•
Reporting 7.2 Physical Data Model for a DB2 Data Mart
•
Reporting 7.5 CCPulse+ Administrator's Guide
•
Reporting 7.2 Report Generation Assistant User's Guide
•
Reporting 7.2 Data Modeling Assistant Help File
•
Reporting 7.2 ETL Assistant Help
•
Reporting 7.5 CCPulse+ Help
•
Reporting 7.5 Reference Manual
•
Reporting 7.5 Master Index
•
Genesys Reporting Technical Reference Guide for the Genesys 7.2 Release
For information on Interaction Concentrator, see the following document:
•
Interaction Concentrator 7.5 Deployment Guide
•
Interaction Concentrator 7.5 Physical Data Model for a DB2 Database
•
Interaction Concentrator 7.5 Physical Data Model for an Informix
Database
•
Interaction Concentrator 7.5 Physical Data Model for a Microsoft SQL
Database
•
Interaction Concentrator 7.5 Physical Data Model for an Oracle Database
For information on Genesys Info Mart, see the following documents:
•
Genesys Info Mart 7.5 Operations Guide
•
Genesys Info Mart 7.5 User’s Guide
•
Genesys Info Mart 7.5 Reference for your database management system
640 Universal Routing 7.6
Chapter 8: Solution Reporting Reporting Templates
Reporting Templates
Reporting templates are available on the Reporting Templates 7.5 DVD, which contains ERS CCPulse+ reporting templates (.
xml
+ storage) as well as CC
Analyzer ERS reporting remplates (.
bqy
).
Note:
You can use 6.5 reporting templates in a 7.2 and later Universal
Routing environment. If you do so, however, you can only create reports supported in 6.5. You cannot report on objects or functions introduced after 6.5.
Reference Manual 641
Chapter 8: Solution Reporting Reporting Templates
642 Universal Routing 7.6
Appendix
A
Log Events
Universal Routing uses both Management Layer logging and logs specific to
Universal Routing. For detailed information on Management Layer log events, see Genesys 7.6 Combined Log Events Help, which is available on the Genesys
Documentation Library DVD.
The verbose
option configured in the Universal Routing Server (URS)
Application object controls the logging level for Management Layer logging.
•
For detailed information on Management Layer logging, refer to the
Framework 7.6 Deployment Guide (Management Layer Functionality) or to the Framework 7.6 Solution Control Interface Help.
The purpose of this appendix is to provide an overview of Universal Routing log events and to list the specific log message text used for the verbose
option,
page 585
. z z
This Appendix includes the following sections:
Management Layer Log Output Levels, page 643
Universal Routing Log Messages, page 645
Also see the information on the function “Alarm” on
page 426
.
Management Layer Log Output Levels
Genesys applications, such as URS, can report log events at five levels of detail:
•
Alarm
•
Standard
•
Interaction
•
Trace
•
Debug
Reference Manual 643
Appendix A: Log Events Management Layer Log Output Levels
Only the first four are intended for on-site analysis by a user. Log events of the
Alarm, Standard, Interaction, and Trace levels feature the same unified log record format, can be stored in the Centralized Log Database, and are viewable via the Solution Control Interface (SCI).
Logging During Normal Operation
Logging levels used for normal operation are Alarm, Standard, Interaction, and
Trace.
Alarm Log Level
The Alarm-level logs contain only log records of the Alarm level. Solution
Control Server (SCS) generates Alarm log events on behalf of other applications when receiving from them log events configured as Detection
Events in Alarm Conditions. Using this level, Solution Control Server reports the occurrence and removal of all alarms to the Centralized Log Database.
This level contains the Management Layer translations of log events of other levels into Alarms.
Standard Log Level
Permanently enable only the Standard level of logging during solution operation in regular production mode. This level generates high-level events that report both major problems and normal operations of in-service solutions.
Interaction Log Level
The Interaction-level logs report the details of an interaction processed by
Solution components that handle interactions. The log contains information about the processing steps for each interaction by each Solution component.
Trace Log Level
The Trace-level logs report the details of communications between the various
Solution components. The log contains information about the processing steps for each interaction by each Solution component.
Logging During Irregular Operation
Standard-level, Interaction-level, and Trace-level log events do not contain all the details you or someone else may need to analyze and troubleshoot solutions malfunctions. That’s why Genesys Technical Support might ask you to provide relevant Debug-level logs when you request their assistance.
644 Universal Routing 7.6
Appendix A: Log Events Universal Routing Log Messages
Because the Debug-level log events do not have a unified format, are not documented, and can only be stored in a text file, they are only useful to
Genesys Technical Support. Logging at this level is likely to adversely affect application performance. Enable this log output level only when a Genesys representative requests it.
Note:
For more information on the levels, refer to the Framework 7.6
Deployment Guide.
Universal Routing Log Messages
Note:
This appendix supplements information found in the verbose
option
page 585
You can configure the verbose
page 585
Application object’s default
section to specify which log messages you want to have written to the URS log.
Each log message is associated with a number from 1-5. Set the verbose option to the number that corresponds to the messages you want to see in the log.
Setting a higher value means that all messages with that value or lower appear in the log. That is, if you set the value to
3,
messages marked
1, 2,
and
3 appear in the log.
Changing Log Message Values
Starting with release 7.2, you can change the number associated with each log message. For example, if you want to set the verbose
option to
3,
but also want to see a message type currently marked as level 5, you can change the message type level from
5
to
3.
This prevents you from having to set the value to
5
in order to get the level 5 message type you want and then having to sort through all the rest of the level 4 and 5 messages that you are not interested in using.
To customize the verbose
level of a message, you must know its message ID.
Every message has a unique identifying (ID) number.
To change message verbose
level, create the
VerboseLevels
folder in the URS
Application object. The content of this folder is a series of key-value pairs, in which the key is the message ID and the value is the message’s verbose level.
A list of all URS log messages with their IDs and default verbose levels appears in the next section.
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Appendix A: Log Events Universal Routing Log Messages
URS Log Message List
In order to help you better understand the verbose
option, the remainder of this appendix groups the messages based on their verbose level.
001: level=1 text=can't find server with socket %d
002: level=1 text=server %s is being closed
003: level=1 text=bad packet(length %d) for server %s
004: level=1 text=can't register handler for client %d
005: level=1 text=call is reassigned to tenant %s
006: level=1 text=call with no tenant
007: level=1 text=call (%ld-%p) for %s created
008: level=1 text=call (%ld-%p) cloned from %p
009: level=1 text=strategy: %s is attached to the call
010: level=1 text=call collision (%s)
011: level=3 text=treatment added: type=%s, param1=%s, param2=%s, tout=%d
012: level=3 text=treatment moved: type=%s, param1=%s, param2=%s, tout=%d
013: level=3 text=treatment deleted: type=%s, param1=%s, param2=%s, tout=%d
014: level=1 text=call deleting %s
015: level=1 text=unknown result to process
016: level=2 text=call waits too long (%ld sec)
017: level=1 text=look for hanged interactions: %d at all now
018: level=1 text=there are %d calls in progress now
019: level=1 text=I AM ALMOST DEAD (%p,%c in %d)
020: level=1 text=exception happens
021: level=1 text=port for %s coincides with its management port, the last will be ignored
022: level=1 text=can't initialize management layer
023: level=1 text=Initializtion completed
024: level=1 text=Application started
025: level=1 text=Application initialization failed, reason %s
026: level=1 text=Normal termination
027: level=1 text=Application terminated due to internal condition
028: level=1 text=Application stopped
029: level=1 text=change run mode request (%s -> %s)
030: level=4 text=unknown option %s for server %s
031: level=3 text=invalid value %s for option %s for server %s
032: level=1 text=unknown type %s for server %s, skipped
033: level=4 text=Configuration option changed: %s:%s = %s
034: level=4 text=Configuration option set: %s:%s = %s
035: level=4 text=Configuration option set to default value: %s:%s = %s
036: level=1 text=start to read configuration data from file %s
037: level=1 text=read configuration data from file %s - success
038: level=1 text=read configuration data from file %s - failure
039: level=1 text=open configuration for tenant %ld
040: level=1 text=close configuration for tenant %ld
041: level=1 text=get %s%ss for tenant %ld
042: level=4 text=OK InfoMessage is received from server %s
043: level=2 text=error in cInfoMessage from server %s, call is in status
CALL_STATUS_XDATA
044: level=3 text=unhandled request is deleted
646 Universal Routing 7.6
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045: level=1 text=Exception is received for custom server %s
046: level=2 text=%sdata lookup failed
047: level=2 text=MSG_ERROR is received from dbserver %s, call is in status
CALL_STATUS_XDATA
048: level=2 text=MSG_ERROR is received from dbserver %s for table access %s
049: level=4 text=MSG_RETRIEVED(status success) is received from dbserver %s
050: level=4 text=MSG_RETRIEVED(status success) is received from dbserver %s for table access %s
051: level=3 text=MSG_RETRIEVED(status nomore or empty) is received from dbserver %s
052: level=3 text=MSG_RETRIEVED(status nomore or empty) is received from dbserver %s for table access %s
053: level=2 text=MSG_RETRIEVED with unknown status %d is received from dbserver %s, call_status=CALL_STATUS_XDATA
054: level=2 text=MSG_RETRIEVED with unknown status %d is received from dbserver %s for table access %s
055: level=3 text=MSG_PROCCOMPLETED (status %d) is received from dbserver %s
056: level=3 text=unhandled request is deleted
057: level=3 text=unhandled table access (%s) request is deleted
058: level=1 text=DOpenDatabase fails
059: level=3 text=request %ld to dbserver %s sent: %s
060: level=3 text=event waiting time is over
061: level=1 text=EventAnswerAccessNumber is received from tserver %s
062: level=1 text=EventAgentReserved is received from tserver %s
063: level=1 text=Agent reserving is out of time and canceled
064: level=1 text=AgentReservation failed (tserver %s)
065: level=1 text=<-----------EXTROUTER
066: level=3 text=unhandled requests is deleted
067: level=1 text=make request address for switch %s (tserver %s)
068: level=1 text=fail to request for address for switch %s (tserver %s)
069: level=1 text=answer time for extrouter is over
070: level=1 text=send to tserver %s TReserveAgent (dn=%s, name=%s, place=%s, priorities=%d,%d,%d)
071: level=3 text=double route call request
072: level=3 text=targets list is empty
073: level=3 text=wait time is over
074: level=4 text=start chain of treatments
075: level=5 text=delay treatments for %d msec
076: level=3 text=invalid call state %d
077: level=3 text=HERE IS WAIT FOR DN (%ld sec)
078: level=3 text=update attached statistics
079: level=3 text=timeout is over
080: level=3 text=HERE IS XDATA
081: level=4 text=error in strategy: %s
082: level=3 text=fail to make DB server request
083: level=3 text=wait IVR time is over
084: level=3 text=HERE IS WAIT_IVR_DELIVERY
085: level=1 text=play treatment end===========>TREATMENT_NONE
086: level=3 text=HERE IS PLAY TREATMENT
087: level=3 text=HERE IS START TREATMENT
088: level=3 text=HERE IS WAIT (%ld sec)
089: level=3 text=wait treatment end time is over
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090: level=3 text=HERE IS WAIT TREATMENT_END(%d sec)
091: level=3 text=there is return value, continue
092: level=3 text=continue Ok
093: level=3 text=continue fail
094: level=3 text=pause (%ld msec)
095: level=3 text=pause is over
096: level=3 text=HERE IS TARGETS
097: level=3 text=current service factor=%d, working set=%d
098: level=3 text=||||||>>>>>>continue business rule(%d)
099: level=3 text=||||||<<<<<<suspend business rule
100: level=3 text=business rule is about to complete
101: level=3 text=HERE IS BUSINESS RULE %s
102: level=3 text=HERE IS WORKFORCE SCHEDULE %s
103: level=3 text=expression translatiing: %s -> %s
104: level=3 text=expression translatiing(%s) fails
105: level=3 text=skill %s for group %s
106: level=3 text=HERE IS ROUTE TO TARGET: %s
107: level=3 text=target <%s> is not valid or not current
108: level=3 text=HERE IS DELIVER TO TARGET(%d): %s
109: level=3 text=check list(%s) %s(SQL: %s) for %s
110: level=3 text=list data received: %s
111: level=3 text=check cfglist(%s) for item %s, result: %d
112: level=3 text=get data from cfglist(%s) item %s, key %s result: %s
113: level=3 text=jump to strategy %s
114: level=3 text=call strategy %s
115: level=3 text=return to strategy %s
116: level=3 text=subroutine parameters mismatch: %d
117: level=3 text=HERE IS ANSWER CALL
118: level=3 text=fail to answer call on DN %s
119: level=3 text=HERE IS RELEASE CALL
120: level=3 text=fail to release call on DN %s
121: level=5 text=no error mode for this call
122: level=1 text=OP_RETURN: invalid operand type: %d
123: level=1 text=OP_JTRUE: invalid operand type: %d
124: level=1 text=OP_JFALSE: invalid operand type: %d
125: level=0 text=mission impossible(%c%c%c%c), go to default
126: level=1 text=OP_XCALL: invalid operand type: %d
127: level=2 text=OP_XCALL: function %s returns INTERP_ERROR, no error handling
128: level=2 text=OP_XCALL: function %s returns INTERP_ERROR, go to error handling
129: level=2 text=OP_XCALL: function %s returns INTERP_STOP, no stop handling
130: level=2 text=OP_XCALL: function %s returns INTERP_STOP, go to stop handling
131: level=1 text=OP_XCALL: function %s returns unknown code
132: level=1 text=OP_XCALL_NO_RESULT: invalid operand type: %d
133: level=2 text=OP_XCALL_NO_RESULT: function %s returns INTERP_ERROR, no error handling
134: level=2 text=OP_XCALL_NO_RESULT: function %s returns INTERP_ERROR, go to error handling
135: level=2 text=OP_XCALL_NO_RESULT: function %s returns INTERP_STOP, no stop handling
136: level=2 text=OP_XCALL_NO_RESULT: function %s returns INTERP_STOP, go to stop handling
137: level=2 text=OP_XCALL_NO_RESULT: function %s returns unknown code
648 Universal Routing 7.6
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138: level=1 text=out of interpreter loop
139: level=1 text=interpreter pointer is out of range
140: level=1 text=resume interp with bad opcode %d
141: level=2 text=resume interp with INTERP_ERROR state, go to error handling
142: level=2 text=resume interp with INTERP_ERROR state, no error handling
143: level=2 text=resume interp with INTERP_STOP state, go to stop handling
144: level=2 text=resume interp with INTERP_STOP state, no stop handling
145: level=1 text=resume interp with unknown state
146: level=1 text=>>>>>>>>>>>>start interpretator
147: level=1 text=fail to interp, see above why, else stack problem
148: level=1 text=>>>>>>>>>>>>resume interpretator(%d)
149: level=1 text=<<<<<<<<<<<<suspend interpretator(%s), timers:%d%d%d%d%d
150: level=1 text=<<<<<<<<<<<<stop interpretator after error
151: level=1 text=<<<<<<<<<<<<stop interpretator
152: level=1 text=Licensing violation identified, violation type %s
153: level=1 text=Feature %s: %d licenses checked out
154: level=1 text=Licensing violation condition, violation type %s, no longer exists
155: level=4 text=converting tenant:%s name:%s to switch:%s, dn:%s
156: level=6 text=default value (%s) will be used for option %s
157: level=6 text=there is no any value for option %s
158: level=4 text=can not find application for tserver %s
159: level=4 text=can not find switch for tserver application %s
160: level=2 text=reread configuration data from delta file
161: level=3 text=check business rule %s quality (%d entries, %d delta)
162: level=3 text=business rule %s violation for %s criteria: %hd level - %hd%% (%hd%%)
163: level=3 text=business rule %s AWT - %hd(%hd) sec
164: level=3 text=current agent number for business rule %s: %d
165: level=4 text=bad prognosis: %d - %d
166: level=4 text=exit routing rule: success(%d) stat_ids(%hd %hd) entry(%ld %hd) entries(%hd)
167: level=4 text=translation of type [TSERVER], can't find tserver for switch %s
168: level=4 text=translation of type [AGENT....], there is no agent name
169: level=4 text=translation of type [PLACE....], there is no place name
170: level=4 text=translation of type [AGENT....], can't find tenant %s
171: level=4 text=translation of type [AGENT....], can't find agent %s
172: level=4 text=translation of type [AGENT....], can't find login for agent %s on switch %s
173: level=4 text=translation of type [DN.DL], can't find group (%d) for dn %s
174: level=4 text=translation of type [DN.DL], empty translation group %s
175: level=4 text=translation of type [TARGET.CCTN], there is no target name
176: level=4 text=translation of type [TARGET.CCTN], unsupported target type
177: level=3 text=translating(%d) results in NULL string
178: level=3 text=invalid substitution code %s
179: level=4 text=can't find destination switch %s
180: level=4 text=there is no switch access codes from server %s to switch %s
181: level=3 text=fail to translate destination number %s, fail to route call
182: level=3 text=fail to define route type for dn %s, RouteTypeUnknown will be used
183: level=3 text=TRANSLATED(%s): %s@%s -> route_type = %d, destination_label = %s, dnis = %s, destination_location = %s
184: level=3 text=NO TRANSLATION for this call
185: level=3 text=tserver %s is not open
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186: level=3 text=can not attach data
187: level=1 text=fail to send call, reason %s
188: level=1 text=----------->ARRIVAL
189: level=1 text=----------->DEPARTURE(processing time %ld)
190: level=1 text=<-----------ERROR(fail to continue sending)
191: level=1 text=call have no location
192: level=1 text=----------->EXTROUTER
193: level=1 text=<-----------TIMER
194: level=1 text=----------->TIMER
195: level=1 text=----------->TMESSAGE
196: level=1 text=HERE IS ROUTE_CALL
197: level=1 text=route call from invalid state %d
198: level=1 text=HERE IS DELIVER_CALL
199: level=2 text=HERE IS ROUTE_IVR
200: level=1 text=route ivr from invalid state %d
201: level=1 text=route ivr from invalid treatment state %d
202: level=1 text=IVRTreatment was continued===========>TREATMENT_REQUEST
203: level=1 text=WaitIVRDelivery from invalid call status
204: level=1 text=Call delivered on IVR Ok
205: level=1 text=Call delivered on IVR fail
206: level=1 text=Call delivered, wait IVR notification
207: level=3 text=routing done
208: level=3 text=continue routing process
209: level=1 text=call will be deleted due to this error
210: level=1 text=emergency: delete call due to this error
211: level=1 text=emergency: ignore this error
212: level=1 text=emergency: send call to default due to this error
213: level=1 text=emergency: reroute call due to this error
214: level=1 text=emergency: continue strategy on this error
215: level=1 text=emergency: go to error handling on this error
216: level=2 text=HERE IS ROUTE_DEFAULT%s
217: level=2 text=HERE IS ROUTE_DIRECT
218: level=4 text=check call routing states: state=%d delivery=%d treatment=%d held=%d reserving=%d ivr=%d - %s
219: level=2 text=HERE IS ABANDONED%s
220: level=1 text=Cannot connect to %s [%s] at host [%s], port %d, reason %s
221: level=1 text=new backup server for %s is found: %s, replace first server by second one
222: level=1 text=Connecting to %s [%s] at host [%s], port %d
223: level=1 text=Server [%s] contacted, socket %d
224: level=1 text=Connected to %s [%s] at host [%s], port %d
225: level=1 text=server of unknown type %d will be created - %s
226: level=1 text=Connection to %s [%s] at host [%s], port %d lost
227: level=1 text=change %s current server from %s to %s
228: level=1 text=Disconnected from %s [%s]
229: level=1 text=server %s is deleting
230: level=1 text=abort request time is over
231: level=1 text=SERVER %s (id %p, class %d, type %s, parent %p) created
232: level=1 text=SERVER %s (id %p, class %d, type %s, parent %p) deleted
233: level=1 text=SERVER %s(%p) is current for %s(%p)
234: level=3 text=target STATISTIC mapping error
650 Universal Routing 7.6
Appendix A: Log Events Universal Routing Log Messages
235: level=3 text=target STATISTIC N/A
236: level=3 text=input data error
237: level=3 text=statistic is not specified
238: level=3 text=HERE IS SDATA: %s@%s - %s
239: level=3 text=can not find stat server %s
240: level=3 text=can not find stat object %s[%s] for stat server %s
241: level=3 text=sdata returns %.12g(%c)
242: level=3 text=can not get sdata, 0 will be used
243: level=3 text=expand group returns(%c): %s
244: level=3 text=unknown target type: %d
245: level=5 text=attempt to route (%d)
246: level=3 text=default priority %d
247: level=3 text=priority tuning: age of interaction=%s, prediction=%s, service objective=%s
248: level=3 text=current priority for %s VQ(s): %d
249: level=3 text=current priority for %s VQ(s) increased by %d
250: level=3 text=percentage object was not found, creation
251: level=3 text=percentage object for target %s was not created
252: level=3 text=blocking: agent %s, place %s, switch %s dn %s is blocked for %ld sec by %ld, will expire %ld
253: level=3 text=agent %s, place %s, switch %s dn %s is already blocked
254: level=3 text=object %s is unblocked
255: level=3 text=place %s is not in pool of available seats: %d (max %d) are currently used
256: level=3 text=agent %s, place %s, switch %s dn %s isn't blocked absolutely(%ld)
257: level=3 text=agent %s, place %s is blocked absolutely
258: level=3 text=can not find switch or number for Queue < %s >
259: level=3 text=statistic < %s > for object < %s > closed
260: level=3 text=object VALID event: statistic < %s > object < %s >
261: level=3 text=object INVALID event: statistic < %s > object < %s >
262: level=3 text=stat server ERROR < %s >
263: level=3 text=stat server statistic error: server < %s >, statistic < %s >, object <
%s >
264: level=0 text=event info (object <%s>, type <%s> statistic <%s> server <%s> value
<%.12g>) is received
265: level=3 text=STATOBJECT(%p %ld %d) tenant=%s name=%s%s%s%s@%s.%s: update content
#%ld
266: level=3 text=check queue for statobject <%s> type <%s>
267: level=5 text=state of call isn't good for routing
268: level=5 text=try to route to agent "%s" (place "%s", %d ready DNs reported)
269: level=5 text=tenant %s queue %s: threshold value %.12g (compare to %d)
270: level=5 text=try to route to queue %s
271: level=5 text=queue %s not ready
272: level=5 text=dn %s@%s not ready
273: level=5 text=agent %s, place %s, switch %s dn %s is blocked with call %ld (%d sec from %ld)
274: level=3 text=LAUNCHED (dn=%s)
275: level=5 text=fail to launch (dn=%s)
276: level=1 text=PULSE (calls: %d(%d)=%d+%d-%d, targets=%d, time=%ld, mem=%d,%lu,%lu,%lu,%lu,%lu)
277: level=3 text=PULSE too long (%d sec)
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278: level=5 text=tenant %s %s %s: dn %s(ready since %ld) is OK
279: level=5 text=tenant %s %s %s: dn %s is ignored: %s
280: level=4 text=reset ready DNs for object <%s> type <%s>
281: level=4 text=ready DN(switch %s, number %s, type %hd, time= %ld) for agent %s, place %s, status %s time= %ld
282: level=4 text=ready media skill(ID=%d, name=%s) for AP %s (loading= %d)
283: level=3 text=AP %s loading= %d
284: level=4 text=media skill(ID=%d, name=%s) for AP %s loading= %d
285: level=4 text=states for agent %s: %x
286: level=3 text=STATOBJECT(%p %ld %d) tenant=%s name=%s@%s.%s: %d ready DNs reported
287: level=3 text=STATOBJECT(%p %ld %d) tenant=%s name=%s@%s.%s: %d ready media skills reported, loading=%d
288: level=3 text=STATOBJECT(%p %ld %d) tenant %s name=%s@%s.%s: %sready
289: level=3 text=STATOBJECT(%p %ld %d) tenant %s name=%s@%s.%s: no media skill %s
290: level=3 text=STATOBJECT(%p %ld %d) tenant %s name=%s@%s.%s: CHANGE OF STATE
291: level=3 text=STATOBJECT(%p %ld %d) tenant=%s name=%s@%s.%s: statistic %s created
292: level=3 text=STATOBJECT(%p %ld %d) tenant=%s name=%s%s%s%s@%s.%s: statistic %s deleted
293: level=4 text=STATOBJECT(%p %ld %d) tenant=%s name=%s@%s.%s: statistic %s failed
294: level=4 text=STATOBJECT(%p %ld %d) tenant=%s name=%s@%s.%s: statistic %s asked
295: level=6 text=modelling for statistic %s is not supported
296: level=3 text=current number of statistics opened < %d >
297: level=3 text=statistics deleted on last iteration < %d >
298: level=3 text=can not find statserver for tserver %s
299: level=3 text=there is no threshold value for CDN %s
300: level=3 text=there is no any information for DN %s
301: level=3 text=%d is assumed to be parked
302: level=5 text=STATOBJECT(%p %ld %d) tenant=%s name=%s@%s.%s: not assigned to workforce activity %s
303: level=3 text=current number of targets for tenant %s: Agents %d, Places %d,
AgentGroups %d, PlaceGroups %d, ACDQueues %d, Routing Points %d
304: level=4 text=STATOBJECT(%p %ld %d) tenant=%s name=%s@%s.%s: there is no config object
305: level=3 text=update content of all groups statistics due to update of some %s (%d total)
306: level=1 text=SEventServerDis(Not)connected is received for statserver %s
307: level=3 text=current virtual queue: %p id=%d, nVQ=%s, priority=%d, time=%ld.%ld
308: level=3 text=call (virtual queue %p, id=%d, priority %d) doesn't wait for VQ %p
(name="%s") now
309: level=3 text=call (virtual queue %p, id=%d, priority %d, time %ld.%ld) waits for VQ
%p (name="%s") now
310: level=3 text=entering virtual queue "%s"
311: level=0 text=mission impossible 3 for call (virtual queue %p "%s", id=%d, priority
%d, VQ %p)
312: level=3 text=event %s for virtual queue %s is pended
313: level=2 text=can not find virtual queue %s for tenant %s(%ld), virtual queue support is ignored
314: level=2 text=can not find switch for virtual queue %s for tenant %s(%ld), virtual queue support is ignored
315: level=2 text=can not find tserver for virtual queue %s for tenant %s(%ld), virtual queue support is ignored
652 Universal Routing 7.6
Appendix A: Log Events Universal Routing Log Messages
316: level=1 text=router starts activation (backup level=%d), router has waited %d sec
317: level=1 text=router is forced into active mode
318: level=1 text=router is selfactivated (backup level=%d), time - %d sec
319: level=1 text=router is forced into backup mode
320: level=1 text=router is forced into backup mode with another router of level %d
321: level=2 text=call%s is lost
322: level=2 text=check delayed proc
323: level=1 text=execute delayed action
324: level=1 text=send to tserver TCompleteTransfer
325: level=1 text=send to tserver TCompleteConference
326: level=1 text=can not create or validate call for tserver %s, reject routing
327: level=1 text=add DN %s %s <%s@%s> (%s %d %s) to the call %ld-%p %s:%c%c
328: level=1 text=cancel selfdestruction
329: level=1 text=del DN (%s %s) %s(ref.id=%d)
330: level=2 text=there is no DNs for call, %s
331: level=1 text=EventQueued is received for tserver %s (this dn=%s)
332: level=1 text=EventRinging is received for tserver %s (this dn=%s)
333: level=1 text=EventEstablished is received for tserver %s (this dn=%s)
334: level=1 text=EventRouteRequest is received for tserver %s (this dn=%s)
335: level=1 text=EventPartyChanged is received for tserver %s (this dn=%s): %s -> %s
336: level=1 text=EventRouteUsed(%s) is received for tserver %s (this dn=%s)
337: level=1 text=EventReleased is received for tserver %s (this dn=%s)
338: level=1 text=EventDiverted is received for tserver %s (this dn=%s)
339: level=2 text=call is on hold
340: level=2 text=call is retrieved
341: level=1 text=<-----------ARRIVAL
342: level=1 text=<-----------DEPARTURE
343: level=1 text=<-----------TMESSAGE
344: level=1 text=wandering call come to cdn
345: level=1 text=resume routing process
346: level=1 text=terminate current routing and start new one from the beginning (%d %d)
347: level=2 text=%scall is routed to target %s
348: level=2 text=Let's go%s
349: level=1 text=threshold gate is closed, route to default
350: level=1 text=start without strategy -> %s
351: level=1 text=EventAbandoned is received for tserver %s (this dn=%s), %s call
352: level=1 text=EventPrivateInfo is received for tserver %s (this dn=%s)
353: level=1 text=EventTreatmentApplied is received for tserver %s (this dn=%s)
354: level=1 text=EventTreatmentNotApplied is received for tserver %s (this dn=%s)
355: level=1 text=EventTreatmentEnd is received for tserver %s (this dn=%s)
356: level=1 text=EventTreatmentRequired is received for tserver %s (this dn=%s)
357: level=1 text=EventDialing is received for tserver %s (this dn=%s)
358: level=1 text=EventError is received for tserver %s - %s
359: level=1 text=EventDestinationBusy is received for tserver %s (this dn=%s)
360: level=1 text=EventPartyInfo is received for tserver %s (this dn=%s)
361: level=1 text=<-----------ERROR
362: level=3 text=Unable to register DN [%s], reason: %s
363: level=2 text=EventAttachedDataChanged is received for tserver %s (this dn=%s)
364: level=2 text=EventDigitsCollected is received for tserver %s (this dn=%s)
365: level=1 text=EventLinkConnected is received for tserver %s, register all CDNs and
IVRs again
Reference Manual 653
Appendix A: Log Events Universal Routing Log Messages
366: level=1 text=EventServerConnected is received for tserver %s
367: level=1 text=EventRegistered is received for tserver %s (this dn=%s)
368: level=1 text=EventServerDisconnected is received for tserver %s
369: level=1 text=EventLinkDisconnected is received for tserver %s
370: level=1 text=EventServerInfo is received for tserver %s
371: level=1 text=EventLocationInfo is received for tserver %s
372: level=1 text=EventDNOutOfService is received for tserver %s (this dn=%s)
373: level=1 text=EventDNInOfService is received for tserver %s (this dn=%s)
374: level=1 text=calls for %s %s will be deleted
375: level=3 text=register address: %s
376: level=1 text=send to tserver %s RequestRouteCall to dn %s on %s (dnis= %s)
377: level=1 text=send to tserver %s RequestMakePredicitiveCall to dn %s
378: level=1 text=send to tserver %s TSingleStepTransfer to dn %s on %s
379: level=1 text=send to tserver %s TMuteTransfer to dn %s on %s
380: level=1 text=send to tserver %s TInitiateTransfer to dn %s on %s
381: level=1 text=send to tserver %s TInitiateConference to dn %s on %s
382: level=1 text=send to tserver %s TAnswerCall on dn %s
383: level=1 text=send to tserver %s TReleaseCall on dn %s
384: level=1 text=send to tserver %s TRequestPrivateService on dn %s: server %s, type
%d, service %s, method %s
385: level=1 text=treatment end===========>TREATMENT_NONE
386: level=1 text=treatment applied===========>TREATMENT_APPLIED
387: level=1 text=treatment not applied===========>TREATMENT_NONE
388: level=2 text=%s%s treatment %s fail
389: level=1 text=request to abort treatment while waiting IVR number===========>TREATMENT_NONE
390: level=1 text=request to abort treatment while treatment is requested, reject
391: level=1 text=request to abort treatment while treatment is still requested, reject
392: level=1 text=request to abort treatment after treatment is applied===========>TREATMENT_NONE
393: level=1 text=request to abort treatment in unknown state, reject
394: level=1 text=treatment timer is activated in ASK_NUMBER state
395: level=1 text=treatment timer is activated in REQUEST state===========>TREATMENT_AFTER_TIME
396: level=1 text=treatment timer is activated in APPLIED state
397: level=1 text=treatment timer is activated in bad treatment state: %d
398: level=1 text=TGiveMusicTreatment was applied
399: level=1 text=TGiveRingBackTreatment was applied
400: level=1 text=TGiveSilenceTreatment was applied
401: level=1 text=PauseTreatment was applied
402: level=1 text=IVRTreatment was started===========>TREATMENT_ASK_NUMBER
403: level=1 text=fail to make IVRTreatment===========>TREATMENT_NONE
404: level=1 text=compatible treatment===========>TREATMENT_APPLIED
405: level=1 text=treatment starting: type=%s, param1=%s, param2=%s, tout=%d
406: level=2 text=treatment starting - ok
407: level=1 text=apply treatment when treatment_status is not NONE
408: level=1 text=move call home before treatment starting
409: level=1 text=fail to move call home before treatment starting
410: level=1 text=failed to find default label for IVR treatment for cdn %s
411: level=1 text=TApplyTreatment (type %s) is being called
412: level=1 text=treatment===========>TREATMENT_REQUEST
654 Universal Routing 7.6
Appendix A: Log Events Universal Routing Log Messages
413: level=1 text=unknown treatment - %d
414: level=3 text=current number of interactions per second - %.2f
415: level=3 text=current number of entries: for longest queue %d, for all queues %d
416: level=4 text=tmessage
417: level=1 text=Exception is received for message server %s
418: level=6 text=monitoring message (timeout %d of %d, %s) was sent, server %s, socket
%d
419: level=4 text=VQ %p (virtual queue "%s", id=%d), (%d Targets): SELECT %s by statistic <%s>(%s %s %s)
420: level=4 text=VQ %p Target "%s"(%p) #%d, (%d-%d Components): SELECT %s by statistic
<%s>(%s %s)
421: level=4 text=VQ %p Target "%s"(%p) PERCENTAGE mapping error
422: level=4 text=VQ %p Target "%s"(%p): statvalue: %d, %.12g(%c) %s
423: level=4 text=VQ %p Target "%s"(%p): statvalues: %d, %d %d %d(%c) %s
424: level=4 text=VQ %p Target "%s"(%p): empty(%d-%d components) passed
425: level=4 text=VQ %p Target "%s"(%p): not ready passed
426: level=4 text=VQ %p Target "%s"(%p) Component #%d %s: queue is hold by call %s
427: level=4 text=VQ %p Target "%s"(%p) Component #%d %s: statvalue: %d, %.12g(%c) %s
428: level=4 text=VQ %p Target "%s"(%p) Component #%d %s: statvalues: %d, %d %d %d(%c)
%s
429: level=4 text=VQ %p Target "%s"(%p) Component #%d %s: %s
430: level=3 text=VQ %p (virtual queue "%s" id=%d): Target "%s"(%p) for route was
SELECTED
431: level=3 text=VQ %p Target "%s"(%p): Component %s was SELECTED
432: level=3 text=VQ %p (virtual queue "%s" id=%d): Target for routing was NOT SELECTED
(%d %d %d %d %d)
433: level=3 text=VQ %p Target "%s"(%p): Component was NOT SELECTED (%d %d %d)
434: level=4 text=VQ %p is hold by call %s
435: level=5 text=VQ %p check threshold: %s => %d
436: level=4 text=VQ %p Target "%s"(%p): out of threshold limits
437: level=5 text=VQ %p is ignored: %s
438: level=3 text=VQ %p Target %p added: name=%s, location=%s, type=%s, state=%s, activity=%s
439: level=3 text=VQ %p created: type=%d, tenant=%s
440: level=3 text=VQ %p deleted
441: level=5 text=VQ %p [at all %d %d] %d Target(s), flag=%lx, guid: %s
442: level=3 text=VQ %p Target "%s"(%p): connected to state %s %s
443: level=3 text=VQ %p target (name=%s, location=%s, type=%s) synchronizing
444: level=0 text=mission impossible 2: Target %s@%s.%s (%d)
445: level=3 text=ucm event id=%d(%s), type=%d, partition=%s, handle=%I64d received
446: level=3 text=ucm event id=%d(%s), type=%d, partition=%s, handle=%s received
447: level=3 text=ucm event answer(%s) on request type=%d(ref_id=%ld), handle=%s received
448: level=2 text=assigning interaction to AP "%s" from partition "%s" (%s:%s, ref_id=%d)
449: level=3 text=attach user data to interaction (ref_id=%d)
450: level=3 text=update routing criteria: BS="%s", MS="%s", AP="%s", EAP="%s"
(ref_id=%d)
451: level=4 text=tenant %s, AP %s has %s = %s
452: level=4 text=tenant %s, AP %s property %s %s, new value = %s
453: level=3 text=Unhandled request is deleted
Reference Manual 655
Appendix A: Log Events Universal Routing Log Messages
454: level=1 text=Exception is received for http bridge %s
455: level=1 text=CreateProcess failed. Error code: %d
456: level=1 text=Fork failed! Errno=%d. %s
457: level=1 text=Exec '%s' failed! Errno=%d. %s
458: level=1 text=Process termination failed. Error code: %d
459: level=5 text=PID file wasn't deleted after stopping HTTP bridge
460: level=4 text=HTTP bridge started (pid=%ld)
461: level=1 text=Can't start HTTP bridge: %s
462: level=4 text=Process stopped (pid=%ld)
463: level=3 text=Close Process Handle failed. Error code: %u
464: level=3 text=Close Thread Handle failed. Error code: %u
465: level=5 text=Signal SIGKILL sent to process (pid=%ld)
466: level=4 text=OK InfoMessage is received from server %s
467: level=1 text=Error in message from HTTP bridge: %s
468: level=4 text=HTTP bridge is exitting
469: level=1 text=Unknown message ID received: %d
470: level=1 text=Error sending message to HTTP bridge
471: level=3 text=SOAP request %ld sent to HTTP bridge:
URL: %s
Method: %s
%s NameSpace: %s
SOAPaction: %s
Input: %s
Output: %s
472: level=0 text=%s
473: level=0 text=%s
474: level=0 text=%s
475: level=0 text=%s
476: level=0 text=%s
477: level=0 text=%s
478: level=0 text=%s
479: level=0 text=%s
480: level=0 text=%s
481: level=0 text=%s
482: level=0 text=%s
483: level=0 text=%s
484: level=0 text=%s
485: level=0 text=%s
486: level=0 text=%s
487: level=0 text=%s
488: level=0 text=%s
489: level=0 text=%s
490: level=0 text=%s
491: level=0 text=%s
492: level=0 text=%s
493: level=3 text=WFM schedule updated. %d records. StartTime: %s (%ld)
494: level=3 text=WFM activities updated. %d activities total.
495: level=1 text=WFM error! Agent %d not found in configuration server.
496: level=1 text=out of resources: %s %s %s
497: level=3 text=VQ(%p) target %p deleted: name=%s
498: level=3 text=binding with target %p
656 Universal Routing 7.6
Appendix A: Log Events Universal Routing Log Messages
499: level=3 text=licensing seat %s has %d links: %c object <%s>, type <%s> (used seats=%d)
500: level=0 text=mission impossible 4: object <%s>, type <%s>, block %s
501: level=5 text=targets
502: level=5 text=content
503: level=5 text=calls
504: level=5 text=targetinfo
505: level=2 text=assign
506: level=1 text=EventPrimaryChanged is received for tserver %s
507: level=4 text=ready MEDIA %s (type=%d time= %ld) for agent %s(%ld), place %s(%ld), status %s time= %ld
508: level=3 text=tenant %s activate content updating for <?%s:%s>, #%ld %s
509: level=1 text=unknown function %s
510: level=3 text=remote party changed detected for tserver %s (this dn=%s): %s -> %s
511: level=1 text=configserver %s session restored from socket %d to socket %d
512: level=3 text=object unsupported event %d: statistic < %s > object < %s >
513: level=5 text=RStatCallsInQueue update: object <%s>, type %s value %d+%d+%d, reason
<%s>
514: level=1 text=EventUserEvent is received for tserver %s (this dn=%s)
515: level=0 text=updating chain timer proc: %ld %ld %ld %p
516: level=2 text=suspend function
517: level=2 text=resume function
518: level=3 text=pulse for one call
519: level=3 text=change connid to %s
520: level=3 text=connid %s is bound to the call %ld-%p
521: level=1 text=MyEventMergeCalls is received for tserver %s (this dn=%s): %s -> %s
522: level=3 text=there is no object for event %d from stat server %s
523: level=3 text=select target by quota %d: %s
524: level=3 text=select target by threshold %s %c %d : %s
525: level=4 text=DN type %d is not active
526: level=4 text=empty event (%d, %d, %ld)
527: level=1 text=unknown message %s received from %d (%s '%s')
528: level=4 text=VQ(%p) first ready call is %s
529: level=4 text=component #%d %s: first ready call is %s
530: level=3 text=VQ(%p) first available call: %s, reason=%s
531: level=1 text=repeating of the last function
532: level=1 text=send to tserver %s Cancelation of PrivateService %d on dn %s
533: level=3 text=find %s statvalue of %s for targets: %s
534: level=5 text=PID file wasn't deleted after stopping SOAP server
535: level=4 text=SOAP server started (pid=%ld)
536: level=1 text=Can't start SOAP server: %s
537: level=3 text=connid %s generated (client=%d, ref id=%d, method name=%s)
538: level=2 text=client message is received for tserver %s (client=%d, this dn=%s)
539: level=1 text=can not find tserver for event %s, tenant %s
540: level=5 text=VQ(%p), target %p(%s) check threshold: %s = %d
541: level=3 text=STATOBJECT(%p %ld %d) tenant=%s name=%s@%s.%s: statistic <%s> renamed
542: level=4 text=statistic ATT for MEDIA %s (type=%d), time=%ld: %s %d=%d+%d
543: level=2 text=optimized routing iteration %ld for rule %s starts
544: level=2 text=optimized routing iteration %ld for rule %s ends (%d calls dispatched)
545: level=4 text=optimized routing distribution #%d: VQ(%p) target %p (%p)
546: level=3 text=VQ %p adjusting: transaction %s, event %s
Reference Manual 657
Appendix A: Log Events Universal Routing Log Messages
547: level=4 text=tserver %s cdn %s added/updated: %sREG %s %s %s %s
548: level=4 text=tserver %s cdn %s deleted
549: level=3 text=target selection tuning: cost=%s
550: level=2 text=current call classification: media=%s(%lu), service=%s(%lu), segment=%s(%lu)
551: level=3 text=update volume contracts tables: target %s, group %s, tenant %s
552: level=4 text=update contract %s table %s zone %s day %s(%d-%d-%d) interval #%d:
(%d, %d, %d, %d) - %ld %d
553: level=4 text=COST for %s@%s.%s (pO=%p, Target \"%s\"(%p)) asked: from %s to %s, contract %s
554: level=3 text=cost from %s to %s, contract %s[table %s(%s,%s)] returns %d+%d
555: level=3 text=cost from %s to %s, contract %s[table %s(%s), zone %s, day %s(%d-%d-
%d), interval #%d(%d, %d, %d, %d - %d)] returns %d+%d
556: level=1 text=try %c-connecting: %s%s%s
557: level=3 text=current activity for agent %s (tenant %s): %s
558: level=3 text= "call %s access resource %s (dbid=%ld)"},
559: level=3 text= "router %ld %s access resource %s (dbid=%ld)"},
560: level=4 text= "ready MEDIADN for %s[%d] (switch %s, number %s, type %d, time=%ld) for agent %s, place %s, status %s time= %ld"},
561: level=3 text= "list of access resources from switch %s to switch %s updated: %d entries, %d available"},
562: level=5 text= "access resources"},
563: level=4 text= "number of available access resources from switch %s to switch %s: %d
(%c%d)"},
564: level=1 text= "external routing application %s(%lu) %sabled"},
565: level=1 text= "lost of messagesd from external routing application %s(%lu) detected: expected=%d, received=%d"},
566: level=4 text= "external router %lu reports calls in queue for %s %s: %d+%d"},
567: level=6 text= "RStatCallsInQueue external details"},
568: level=4 text= "external router %lu reports blocking of target: tenant %s agent %s place %s for %d sec"},
569: level=3 text= "HERE IS RDATA"},
570: level=3 text= "request %ld to routerserver %s sent: %s(%s)"},
571: level=4 text= "OK RInfoMessage is received from server %s"},
572: level=2 text= "error in RInfoMessage from server %s, call is in status
CALL_STATUS_RDATA"},
573: level=3 text= "unhandled request is deleted"},
574: level=1 text= "Exception is received for router server %s"},
575: level=2 text= "routing interface message %s sent to client=%d(%s), ref=%d"},
576: level=4 text= "dmessage"},
577: level=6 text= "C%s (nMsgID=%d, nRequestID=%d, nError=%d): %s"},
578: level=5 text= "rmessage"},
579: level=1 text= "DEPARTURE+TIMER delivery"},
580: level=3 text= "STATOBJECT(%p %ld %d) tenant=%s name=%s@%s.%s: verification mode -
%d sec"},
581: level=3 text= "EventRemoteConnection%s is received for tserver %s"},
582: level=5 text= "VQ %p Target \"%s\"(%p) Component %s check threshold: %s = %d"},
583: level=6 text= "Monitor %lu %d"},
584: level=5 text= "RStatLB details: LB=%.12g ALI=%d AR=%d CIQ=%d RCIQ=%d AHT=%.12g"},
585: level=5 text= "RStatExpLB details: LB=%.12g ALI=%d AR=%d CIQ=%d AHT=%.12g D=%.12g
IR=(%.12g %.12g) SEQN=(%d %d %d) ECIT=%.12g ABE=%.12g CIQE=%.12g"},
658 Universal Routing 7.6
Appendix
B
Web Service Object
Note:
The Web Service strategy building object can be used in both voice and non-voice routing strategies.
URS provides a tool, HTTP bridge, for communicating with Web Services through SOAP/XML over HTTP/HTTPS protocols. Previously, in 7.0.1, URS used HTTP bridge to extract agent scheduling information from Genesys
Workforce Management. Starting with 7.2, HTTP bridge was extended to allow strategy developers to communicate with Web Services applications outside of Genesys via the Web Service IRD strategy-building object. z z z z z z z z
This Appendix includes the following sections:
URS Options Affecting Web Service, page 660
Web Service Object, page 660
General Tab, page 662
Security Tab, page 663
Result Tab, page 670
How the Web Service Object Works, page 674
Another Web Service Example, page 675
Web Services Resources, page 680
Reference Manual 659
Appendix B: Web Service Object URS Options Affecting Web Service
URS Options Affecting Web Service
Before using the Web Service object, you must configure the various options in the URS
Application object. There are
General
,
Log
,
SOAP
, and
WFM7
HTTP bridge options that control tracing and debugging when you use HTTP bridge to access Web Services and to adjust HTTP bridge performance characteristics. For information on setting on these options, see the section on using Web Services in the “Manually Configuring Applications” chapter in the
Universal Routing 7.6 Deployment Guide.
Web Service Object
Access the Web Service object in the
Routing Design window from the
Data &
Services toolbar (see
Figure 230
Button for Web Service Object
Figure 230: Button for Web Service Object
Use the Web Service object if you are using the Gplus Adapter for mySAP
Data Access Component. Or use it to access a Web Service on the Internet (see
“Another Web Service Example” on
page 675
A Web Service object specifies SOAP parameters (including the method name) and request parameters in the form of key-value pairs, which include the zip code to be converted into a city name. SOAP is a protocol for exchanging
XML-based messages over computer networks, normally using HTTP/HTTPS.
660 Universal Routing 7.6
Appendix B: Web Service Object Web Service Object
Sample Strategy
Figure 231
GETCITY_SAMPLE
that uses the Web Service object.
Web Service Object
Function Object
Function Object
Figure 231: GETCITY_SAMPLE Strategy
This example accesses a Web Service that converts a city zip into a city name.The flow of
GETCITY_SAMPLE shown in
Figure 231
Note:
When you install IRD, you automatically get the strategy bytecode for
GETCITY_SAMPLE
. The sample shows how accessing a Web Service from a strategy is very similar to accessing data in a database from a strategy. The purpose of
GETCITY_SAMPLE is simple: it converts a city zip code into a city name.
Reference Manual 661
Appendix B: Web Service Object General Tab
General Tab
Figure 232
General
tab of the Web Service object shown in
Figure
231
.
662
Figure 232: Web Service Object General Tab
To configure the Web Service object’s
General tab:
1. Enter the URL for the Web Service you want to access (mandatory).
Figure 232
, the entry is: http://www.webservicex.net/uszip.asmx
Another example: http://services.xmethods.net:80/soap/servlet/rpcrouter
2.
Enter the remote procedure (method) name (mandatory).
Figure 232
, the entry is: s0:GetInfoByZIP
Another example: getTemp
Universal Routing 7.6
Appendix B: Web Service Object Security Tab
3.
Enter the XML namespace, which is a collection of names having the general form
"ns1=http://example.com/..."
. If you specify multiple namespaces, they should be separated by commas.
A namespace represents an application-dependent or context-dependent
URI that is used in XML documents as an element type and attribute name.
Usually the namespace is mandatory, but in some cases it may be empty, depending on the Web Service.If empty, only default namespaces are used.
Figure 232
, the entry is: s0=http://www.webserviceX.NET
Another example: ns=urn:xmethods-Temperature
4.
In the
SOAPaction
text box, you can enter optional HTTP header data.
Figure 232
, the entry is: http://www.webserviceX.NET/GetInfoByZIP
5.
Enter the request parameters in the form of key-value pairs. These are the parameters for the procedure (method).
These function parameter values can be obtained from the Web Service description on the Web Service provider's website or from the WSDL description file.
6.
Entering parameters is usually mandatory, but in some cases may not be necessary, depending on the Web Service.
Figure 232
, the entry is: Key= s0:USZip,
value=
94546
Another example: Key= acctnum
, value=
5390021
Security Tab
The
Security tab in the Web Service properties dialog allows you to specify
HTTP authentication and SOAP security settings that
HTTP Bridge will use when invoking a remote Web Service.
Figure 233
Security tab in the Web Service object filled in with sample data.
Reference Manual 663
Appendix B: Web Service Object Security Tab
Figure 233: Web Service Object, Security Tab
HTTP Authentication Area
The
HTTP Authentication section of the
Security
page 664
reflects HTTP protocol. It provides you with the following three access options:
1.
Anonymous access
(default)
With this type of access, no user name/password is passed to Web service for client authentication in order to get data.
2.
Basic authenticated access
(see
“Basic Authentication”
below)
3.
Digest authenticated access
(see
“Digest Authentication”
HTTP protocol provides a simple challenge-response authentication mechanism that may be used by a server to challenge a client request and by a client to provide authentication information. The
Security tab reflects these two forms of HTTP authenticated access: Basic and Digest.
664 Universal Routing 7.6
Appendix B: Web Service Object Security Tab
If you select
Basic or
Digest
, then content of fields
Name and
Password are passed to the Web Service. The Web Service can then reject or grant access to the requested data based on passed authentication data.
Note:
For some Web Services, a user name and password are required so these fields must not be not empty. For other Web Services, these fields can be empty. For still other Web Services it does not matter what authentication mode you use at all. The Web Service object reflects this by allowing you you to leave both fields empty. An empty string is a valid Web Service object parameter even if remote Web Service requires it.
Warning!
The
Password field of the Web Service object can accept a variable and its content is unprotected. When providing a password (if needed) for the Web Service object, Genesys recommends that you obtain the correct password from a secure source, store it in a variable, and then use the value of this variable as the value for the
Password field.
Basic Authentication
In the context of an HTTP transaction, the Basic access authentication is a method designed to allow a web browser, or other client program, to provide credentials
— in the form of a user name and password
— when making a request.
Although the scheme is easily implemented, it relies on the assumption that the connection between the client and server computers is secure and can be trusted. Specifically, the credentials are passed as plain text and could be intercepted easily. The scheme also provides no protection for the information passed back from the server.
To prevent the user name and password being read directly by a person, credentials are encoded as a sequence of base-64 characters before transmission.
Here is a typical transaction between an HTTP client and an HTTP server running on the local machine (localhost). It comprises the following steps.
•
The client asks for a page that requires authentication but does not provide a user name and password. Typically this is because the user simply entered the address or followed a link to the page.
•
The server responds with a 401 (Unauthorized) response code and provides the authentication realm.
•
At this point, the client will present the authentication realm (typically a description of the computer or system being accessed) to the user and prompt for a user name and password. The user may decide to cancel at this point.
Reference Manual 665
Appendix B: Web Service Object Security Tab
•
Once a user name and password have been supplied, the client re-sends the same request but includes the authentication header.
•
In this example, the server accepts the authentication and the page is returned. If the user name is invalid or the password incorrect, the server might return
401
(
Unauthorized
) response code and the client would prompt the user again.
A client may preemptively send the authentication header in its first request.
HTTP Bridge will use this form of authentication when the
Basic authenticated access
radio button (see Figure 233 on
page 664
) is selected.
In this case,
Name and
Password fields in the
HTTP Authentication section must be entered.
With this form of authentication,
HTTP Bridge will include authentication header in its first request to the Web Service, which reduces the number of interactions between
HTTP Bridge and the Web Service that are needed to carry out the request.
Digest Authentication
This method builds upon the Basic access authentication, allowing user identity to be established without having to send a password in plaintext over the network.
This typical transaction consists of the following steps.
•
The client asks for a page that requires authentication, but does not provide a user name and password. Typically, this is because the user simply entered the address or followed a link to the page.
•
The server responds with a
401
(Unauthorized) response code, providing the authentication realm and a randomly-generated, single-use value called a nonce.
•
At this point, the client will present the authentication realm (typically a description of the computer or system being accessed) to the user and prompt for a user name and password. The user may decide to cancel at this point.
•
Once a user name and password have been supplied, the client re-sends the same request but adds an authentication header that includes the
“response” code.
•
In this example, the server accepts the authentication and the page is returned. If the user name is invalid and/or the password is incorrect, the server might return a
401
(Unauthorized) response code and the client would prompt the user again.
A client may already have the required user name and password without needing to prompt the user, in other words, if they have previously been stored by a web browser.
666 Universal Routing 7.6
Appendix B: Web Service Object Security Tab
The “response” value is calculated in three steps, as follows. Where values are combined, they are delimited by colon symbols.
1. The MD5 hash of the combined user name, authentication realm and password is calculated. The result is referred to as HA1.
2.
The MD5 hash of the combined HTTP method and URI is calculated. The result is referred to as HA2.
3.
The MD5 hash of the combined HA1 result, server nonce (nonce), request counter (nc), client nonce (cnonce), quality of protection code (qop) and
HA2 result is calculated. The result is the "response" value provided by the client.
Since the server has the same information as the client, the response can be checked by performing the same calculation.
HTTP Bridge uses this form of authentication when the
Digest authenticated access
radio button (see Figure 233 on
page 664
) is selected . In this case, you
must also enter the
Name and
Password fields in the
HTTP Authentication section.
Additional information
http://tools.ietf.org/html/rfc2617 http://en.wikipedia.org/wiki/Basic_access_authentication http://en.wikipedia.org/wiki/Digest_access_authentication
Soap Security Area
The information in this section refers to the fields in the
Soap Security area of the
Security
page 664
The Web Services Security specification (WS-Security)
( http://www.cgisecurity.com/ws/ws-secure.pdf
) provides a set of mechanisms to help secure SOAP message exchanges between Web Services.
Specifically, WS-Security describes enhancements to the existing SOAP messaging to provide quality of protection through the application of message integrity, message confidentiality, and single message authentication to SOAP messages. These basic mechanisms can be combined in various ways to accommodate building a wide variety of security models using a variety of cryptographic technologies.
Additionally, WS-Security describes how to encode binary security tokens and attach them to SOAP messages. Specifically, the WS-Security profile specifications describes how to encode Username Tokens, X.509 Tokens,
SAML Tokens , REL Tokens and Kerberos Tokens as well as how to include opaque encrypted keys as a sample of different binary token types. With WS-
Security, the domain of these mechanisms can be extended by carrying authentication information in Web Service requests. WS-Security also includes extensibility mechanisms that can be used to further describe the credentials
Reference Manual 667
Appendix B: Web Service Object Security Tab that are included with a message. WS-Security is a building block that can be used in conjunction with other Web Service protocols to address a wide variety of application security requirements.
Message integrity is provided by leveraging XML Signature and security tokens to ensure that messages have originated from the appropriate sender and were not modified in transit. Similarly, message confidentiality leverages XML
Encryption and security tokens to keep portions of a SOAP message confidential.
You can specify the following options in the
SOAP security section of the
Security tab (see Figure 233 on
page 664
):
•
Actor/role
•
Type
UsernameTokenDigest
UsernameTokenText
BinarySecurityTokenPEM
Actor/role
The
<Security> header block of a SOAP message provides a mechanism for attaching security-related information targeted at a specific receiver (SOAP actor). This may be either the ultimate receiver of the message or an intermediary.
Use the
Actor/role field to specify the target receiver for the
<Security> header block. If this field is empty, the
<Security> header block can be consumed by anyone.
Security Token Elements
Elements are added to the
<Security>
header block. As they are added, they are prepended to the existing elements.
UsernameToken Element
The
<UsernameToken> element is a way of proving a username and optional password information.
The following illustrates the syntax of this element:
<UsernameToken Id="...">
<Username>...</Username>
<Password Type="...">...</Password>
</UsernameToken>
The
/UsernameToken/Password/@Type attribute can have the following values:
•
wsse:PasswordText
The value of the
/UsernameToken/Password element is the actual password for the username. To use this option, select
UsernameTokenText in the
Type
668 Universal Routing 7.6
Appendix B: Web Service Object Security Tab field in the
SOAP security
page 664
) and specify values for the
Name and
Password keys.
•
wsse:PasswordDigest
The value of the
/UsernameToken/Password element is the digest of the password for the username. The value is a base64-encoded SHA1 hash value of the UTF8-encoded password. To use this option, select
UsernameTokenDigest in the
Type field in the
SOAP security area (see
page 664
) and specify values for the
Name and
Password keys.
BinarySecurityToken Element
The
<BinarySecurityToken> element defines a security token that is binary encoded. The encoding is specified using the
EncodingType attribute, and the value type and space are specified using the
ValueType attribute.
This element has the following syntax:
<BinarySecurityToken Id=...
EncodingType=...
ValueType=.../>
To attach a binary security token stored in a PEM file to a Security header block, select
BinarySecurityTokenPEM from the Type field in the
SOAP security area and specify the name of the PEM file as the value for the
Name key in
page 664
. Use a valid filename so that
HTTP Bridge can access the file at runtime.
Reference Manual 669
Appendix B: Web Service Object Result Tab
Result Tab
You specify what data you expect to be returned and what to do with it on the
Result tab.
Figure 234
Result tab of the Web Service object shown
page 661
.
670
Figure 234: Web Service Object Result Tab
To configure the
Result
Figure 234
1. Select the appropriate radio button to specify how to handle returned results.
2.
If you select to assign the output values to variables, enter the variable names and the corresponding key from the return on the
Output values pane.
The key must be the full path to the appropriate parameter(s) in the SOAP response.
Universal Routing 7.6
Appendix B: Web Service Object Result Tab
Figure 234
, the entry is:
GetInfoByZIPResponse.GetInfoByZIPResult.NewDataSet.Table.CITY
Another example: getTempResponse.return
Function Object #1
If the Web Service object does not return an error, the interaction goes out the
side port to a Function object (the top Function object shown in Figure 231 on
page 661
).
Figure 235
shows the properties dialog box for this Function object.
Reference Manual
Figure 235: Function Object Specifying Print Function
The Function object uses two functions: the IRD Print and the IRD
ListGetString Function.
•
The Print function uses the output of ListGetString as a parameter.
•
ListGetString takes the value of the city
variable shown in Figure 234 on
page 670
.
671
Appendix B: Web Service Object Result Tab
Below are the function descriptions from the Universal Routing 7.6 Reference
Manual.
ListGetString
Parameters:
Index
:
INTEGER
or variable
List
:
STRING
(list) or variable (representing a string for a list)
Return value type:
STRING
Parses out the string value for the specified key from a key-value list based on the position, starting from 1, rather than the key.
For example, if the list is key1:value1|key2:value2|key3:value3
, then
ListGetString(
3, list)
returns the value3
for key3
. Any Index greater than the number of key-value pairs returns ‘’ (an empty string), which means the Index is out of bounds.
Parameter:
String
:
STRING
or variable (representing a string). The total length should not exceed 16,000 bytes.
Return value type:
VOID
This function prints strings in the URS log file. Use a variable if you want to print a series of strings. The Print function in Universal Routing 7.x prints the string in the log at the interaction-level. This means it can show up in the
Solution Control Interface (SCI), which allows trouble shooting from SCI.
Note:
You could also specify a different function in the Function object and assign the output from the Web Service to a variable.
Function Object #2
If the Web Service object returns an error, the interaction goes out the bottom port to another Function object (the bottom Function object shown in
page 661
).
Figure 236
shows the properties dialog box for this
Function object.
672 Universal Routing 7.6
Appendix B: Web Service Object Result Tab
Reference Manual
Figure 236: Function Object Used for Error Processing
Note:
Don’t be confused by the lack of other IRD objects in the
GETCITY_SAMPLE
strategy shown in Figure 231 on
page 661
strategy is supplied only to show how to use the Web Service object.
The strategy that you create using the Web Service object will contain other objects.
673
Appendix B: Web Service Object How the Web Service Object Works
How the Web Service Object Works
When an interaction enters the Web Service object, URS:
1. Connects to the web server given in Web Service URL. If the URL starts with https://
, URS uses a secured SSL connection.
Note:
By default the remote connection port is
80
for HTTP and
443
for
HTTPS.
2.
Using given function parameters, constructs and sends a SOAP request over HTTP using the POST method.
3.
Waits for the SOAP response from the remote Web Service.
4.
Parses the SOAP response message and returns the output key values to the strategy that is handling the interaction.
5.
If the communication with the remote Web Service is successful, the interaction proceeds through the Web Service object’s green port.
In case of a failure (for example, a failure of the TCP/IP connection, a SSL handshake failure, or a timeout waiting for response), URS makes retry attempts.
After expiration of the maximum number of attempts specified in the soap_retry_attempts
option, the interaction proceeds through the Web
Service object’s red port.
Limitation of the Web Service Object
The limitations are as follows:
•
URS always expects that more then one element will be returned (
=array
).
It packs the result into a key-value list string in the format
1:value|2:value
…. If the result contains only one value, it still has the format
1:value
.
Use one of list manipulation functions to extract the value itself.
•
No binary data is supported (a limitation of the strategy language).
•
You cannot use structures or arrays as values of input parameters.
•
No nested arrays are supported in return values.
•
The Import WSDL functionality cannot parse all types (for example, it can’t parse array types). You can enter the keys manually.
674 Universal Routing 7.6
Appendix B: Web Service Object Another Web Service Example
Another Web Service Example
The X-Methods Currency Exchange Rate Web Service returns the current exchange rate at which currency A is converted to currency B.
You can find the parameters in the Web Service description on the Web Service provider's Web site or from WSDL description file.
WSDL Description
Assume the X-Methods Currency Exchange Rate Web Service WSDL description file look like this: http://www.xmethods.net/sd/2001/CurrencyExchangeService.wsdl
<?xml version="1.0" ?>
<definitions name="CurrencyExchangeService" targetNamespace="http://www.xmethods.net/sd/CurrencyExchangeService
.wsdl" xmlns:tns="http://www.xmethods.net/sd/CurrencyExchangeService.wsdl"
xmlns:xsd="http://www.w3.org/2001/XMLSchema"
xmlns:soap="http://schemas.xmlsoap.org/wsdl/soap/"
xmlns="http://schemas.xmlsoap.org/wsdl/">
<message name="getRateRequest">
<part name="country1" type="xsd:string" />
<part name="country2" type="xsd:string" />
</message>
<message name="getRateResponse">
<part name="Result" type="xsd:float" />
</message>
<portType name="CurrencyExchangePortType">
<operation name="getRate">
<input message="tns:getRateRequest" />
<output message="tns:getRateResponse" />
</operation>
</portType>
<binding name="CurrencyExchangeBinding" type="tns:CurrencyExchangePortType">
<soap:binding style="rpc"
transport="http://schemas.xmlsoap.org/soap/http"
/>
<operation name="getRate">
<soap:operation soapAction="" />
<input>
<soap:body use="encoded"
namespace="urn:xmethods-CurrencyExchange"
encodingStyle="http://schemas.xmlsoap.org/soap/encoding/"
/>
Reference Manual 675
Appendix B: Web Service Object Another Web Service Example
</input>
<output>
<soap:body use="encoded"
namespace="urn:xmethods-CurrencyExchange"
encodingStyle="http://schemas.xmlsoap.org/soap/encoding/"
/>
</output>
</operation>
</binding>
<service name="CurrencyExchangeService">
<documentation>Returns the exchange rate between the two currencies</documentation>
<port name="CurrencyExchangePort" binding="tns:CurrencyExchangeBinding">
<soap:address location="http://services.xmethods.net:80/soap"
/>
</port>
</service>
</definitions>
General Tab in Web Services Object
We can get Web Services object parameters from the above WSDL description.
Therefore, the Web Services object parameters for accessing the Currency
Exchange Rate Web Service are the following:
•
Web Service URL:
http://services.xmethods.net:80/soap
•
Method name: ns:getRate
•
Method namespace: ns=urn:xmethods-CurrencyExchange
• SOAP action:
•
Request parameters: country1=UK,country2=USA
Using the above entries, the
General tab would appear as shown in
Figure 237
:
676 Universal Routing 7.6
Appendix B: Web Service Object Another Web Service Example
Reference Manual
Figure 237: Web Services General Tab, Example 2
Result Tab in Web Services Object Properties
The WSDL description gives the following Web Services object parameters for the
Result tab:
•
Output values: getRateResponse.Result
Note:
The float
Web Service result type is ignored. The Web Services object always returns a string type result.
Using the above entry, the
Result
Figure 238
677
Appendix B: Web Service Object Another Web Service Example
678
Figure 238: Web Services Result Tab, Example 2
URS SOAP Request Message
Using these parameters, URS sends the following SOAP message to the X-
Methods Currency Exchange Rate Web Service:
POST /soap HTTP/1.0
Host: services.xmethods.net
User-Agent:
Content-Type: text/xml; charset=utf-8
Content-Length: 505
Connection: close
SOAPAction: ""
<?xml version="1.0" encoding="UTF-8"?>
<SOAP-ENV:Envelope xmlns:SOAP-
ENV="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:SOAP-ENC="http://schemas.xmlsoap.org/soap/encoding/"
Universal Routing 7.6
Appendix B: Web Service Object Another Web Service Example
xmlns:xsi="http://www.w3.org/1999/XMLSchema-instance"
xmlns:xsd="http://www.w3.org/1999/XMLSchema"
xmlns:ns="urn:xmethods-CurrencyExchange">
<SOAP-ENV:Body SOAP-
ENV:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/">
<ns:getRate>
<country1>UK</country1>
<country2>USA</country2>
</ns:getRate>
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>
Web Service Response Message
The X-Methods Currency Exchange Rate Web Service responds with this
SOAP response message:
HTTP/1.1 200 OK
Date: Tue, 21 Jan 2003 02:05:24 GMT
Server: Electric/1.0
Content-Type: text/xml
Content-Length: 492
X-Cache: MISS from www.xmethods.net
Connection: close
<?xml version='1.0' encoding='UTF-8'?>
<soap:Envelope xmlns:soap='http://schemas.xmlsoap.org/soap/envelope/'
xmlns:xsi='http://www.w3.org/1999/XMLSchema-instance'
xmlns:xsd='http://www.w3.org/1999/XMLSchema'
xmlns:soapenc='http://schemas.xmlsoap.org/soap/encoding/' soap:encodingStyle='http://schemas.xmlsoap.org/soap/encoding/'>
<soap:Body>
<n:getRateResponse xmlns:n='urn:xmethods-CurrencyExchange'>
<Result xsi:type='xsd:float'>1.6059</Result>
</n:getRateResponse>
</soap:Body>
</soap:Envelope>
The result of this Remote Procedure Call (1.6059 UK pounds to one US dollar in this example) is returned as the result of the Web Services object.
Reference Manual 679
Appendix B: Web Service Object Web Services Resources
Web Services Resources
Consult these resources to get more information about Web Services in general and related technologies:
•
http://msdn.microsoft.com/webservices/
•
http://en.wikipedia.org/wiki/Web_service
•
http://www.w3.org
680 Universal Routing 7.6
Index
Symbols
. . . . . . . . . . . . . . . . . . . . . . . . 23
.rbn file
. . . . . . . . . . . . . . . . . . . . 41
.zcf file
. . . . . . . . . . . . . . . . . . . . 46
__DEFAULT__
. . . . . . . . . . . . . . . . 539
Numerics
800 numbers
. . . . . . . . . . . . . . . . . 410
A abandoned call function
Access Code for switch
access control
. . . . . . . . . . . . . . . . 355
Access Numbers
,
ACDQueue
. . . . . . . . . . . . . . . 318
acfgdata function
. . . . . . . . . . . . . . . 469
Acknowledgement object
Acknowledgement object button
ActiveServerName function
Add Record object
. . . . . . . . . . . . . . 78
Add Record object button
ADDP options
. . . . . . . . . . . . . . . . 597
agent best fit skills
. . . . . . . . . . . . . . . . 297
capacity
. . . . . . . . . . . . . . . . . . 577
groups logged on statistic
last routed
. . . . . . . . . . . . . . . . . 219
loading statistic
. . . . . . . . . . . . . . 618
multiple extensions
not ready
. . . . . . . . . . . . . . . . . 428
ready statistics
. . . . . . . . . . . . . . . 432
reporting on
. . . . . . . . . . . . . . . . 563
reservation
. . . . . . . . . . . . . . . . . 555
statistics
. . . . . . . . . . . . . . . . . . 486
targets and stat server
Agent Capacity distribution model
,
,
agent group target type
agent target type
. . . . . . . . . . . . . . . 318
agent_reservation option
Alarm function
. . . . . . . . . . . . . . . . 426
Alarm-level logs
. . . . . . . . . . . . . . . 644
ANI expressions
. . . . . . . . . . . . . . . . . 87
function
. . . . . . . . . . . . . . . . . . 384
object
. . . . . . . . . . . . . . . . . 78
strings in Lists
ANI object button
. . . . . . . . . . . . . . .75
AnswerCall function
Answering objective
applying Stat Server to strategies
Aspect switch and skills routing
Assign object
. . . . . . . . . . . . . . 78
Assign object button
async
Custom Server
. . . . . . . . . . . . . . 593
async option for Custom Server
Attach Categories object
Attach Categories object button
Attach function
. . . . . . . . . . . . . . . . 384
attached data
Autoresponse object
extrouter_timeout option
hide_private_data option
Interaction Data
. . . . . . . . . . . . . . . 69
Peg function
. . . . . . . . . . . . . . . . 467
SendEvent function
Update function
. . . . . . . . . . . . . . 398
UpdateBusinessData function
UpdateInteractionData function
use_ivr_info option
attaching several key-value pairs
AttributeReason
. . . . . . . . . . . . . . . 556
Attributes
. . . . . . . . . . . . . . . . . . . 332
AttributeUserData
audience defining
. . . . . . . . . . . . . . . . . . . 19
autobot
. . . . . . . . . . . . . . . . . . . . 167
Reference Manual 681
Index automatic response
,
automatic_attach option
Autoresponse object
Autoresponse object button
B backup T-Server
. . . . . . . . . . . . . . . 390
backup URS
AgentStates
. . . . . . . . . . . . . . . . 465
becomes primary
pickup calls
. . . . . . . . . . . . . . . . 552
backup_mode option
backup_priority_level option
backupserver option
Basic Authentication access, Web Service
BearerCapability function
Best Fit
. . . . . . . . . . . . . . . . . 292
binary subroutine parameters
BinarySecurityTokenPEM
BlockDN function
. . . . . . . . . . . . . . . 495
buffer_size option for Custom Server
business attributes
,
Business object
Business object button
Business Process
. . . . . . . . . . . . . . 140
definition
. . . . . . . . . . . . . . . . . . . 94
Business Rules
. . . . . . . . . . . . . . . . 332
BusinessData function
BusinessDataNT function
Busy compat_treatments
DNs
. . . . . . . . . . . . . . . . . .464
icon
. . . . . . . . . . . . . . . . . . . . . 74
IVR
. . . . . . . . . . . . . . . . . . . . 500
object
. . . . . . . . . . . . . . . . . 78
reservation_pulling_time
StatAgentLoading
StatAgentOccupancy
statistic
. . . . . . . . . . . . . . . . . . 486
transition_time
. . . . . . . . . . . . . . . 574
treatment object
. . . . . . . . . . . . . . 344
treatment reset
. . . . . . . . . . . . . . 376
treatment settings
treatment timeouts
treatment_delay_time
Busy treatments
when not applied
bytecode option
. . . . . . . . . . . . . . . 591
C call forward on no answer
call parking option
. . . . . . . . . . . . . . 581
Call Strategy
. . . . . . . . . . . . . . . . . 114
parameters
. . . . . . . . . . . . . . . . . 65
Call Strategy object button
Call Subroutine object
call_monitoring option
call_tracking option
callage function
. . . . . . . . . . . . . . . 469
caller-entered-digits
CallID function
. . . . . . . . . . . . . . . . 387
CallInfo functions
ACDQ
. . . . . . . . . . . . . . . . . . . 384
ANI
. . . . . . . . . . . . . . . . . . . . 384
Attach
. . . . . . . . . . . . . . . . . . . 384
BearerCapability
BusinessData
. . . . . . . . . . . . . . . 386
BusinessDataNT
CallID
. . . . . . . . . . . . . . . . . . . 387
CallType
. . . . . . . . . . . . . . . . . . 387
CED
. . . . . . . . . . . . . . . . . . . . 388
ConnID
. . . . . . . . . . . . . . . . . . 388
DeleteAttachedData
Dest
. . . . . . . . . . . . . . . . . . . . 388
DNIS
. . . . . . . . . . . . . . . . . . . 389
GetCurrentSwitch
GetCurrentTServer
GetCustomerSegment
GetMediaType
. . . . . . . . . . . . . . 391
GetRoutingPoint
GetServiceObjective
GetServiceType
. . . . . . . . . . . . . . 392
InformationDigits
InteractionData
. . . . . . . . . . . . . . 393
InteractionDataINT
LATA
. . . . . . . . . . . . . . . . . . . 394
NPA
. . . . . . . . . . . . . . . . . . . . 394
NPANXX
. . . . . . . . . . . . . . . . . 395
Orig
. . . . . . . . . . . . . . . . . . . . 395
PACCode
. . . . . . . . . . . . . . . . . 395
PACType
. . . . . . . . . . . . . . . . . 395
RequestType
. . . . . . . . . . . . . . . 395
StateCode
. . . . . . . . . . . . . . . . . 396
UData
. . . . . . . . . . . . . . . . . . . 397
UDataINT
. . . . . . . . . . . . . . . . . 398
Update
. . . . . . . . . . . . . . . . . . 398
UpdateBusinessData
UpdateInteractionData
Callinfo functions
ExtensionUpdate
FirstHomeLocation
SetHomeLocation
CallParked
. . . . . . . . . . . . . . . . . . 571
calls answered statistic
calls completed statistic
CallsDistributed function
CallsEntered function
CallsWaiting function
CallsWaiting predefined statistic
682 Universal Routing 7.6
Index
CallsWaiting statistic
CallType function
. . . . . . . . . . . . . . . 387
campaign target type
Cancel call
. . . . . . . . . . . . . . . . . . 74
Cancel call object
. . . . . . . . . . . . . . 78
Cancel call treatment objects
Cat function
. . . . . . . . . . . . . . . . . 488
CC Analyzer as part of the Reporting Layer
CC Pulse as part of the Reporting Layer
CCTExtractTargets
. . . . . . . . . . . . . . 496
CED function
. . . . . . . . . . . . . . . . . 388
change access
. . . . . . . . . . . . . . . . 355
change_tenant option
changing parameters in subroutines
changing strategies
chapter summaries defining
. . . . . . . . . . . . . . . . . . . 19
chat transcript
. . . . . . . . . . . . . . . . 148
Chat Transcript object
Chat Transcript object button
Check Integrity tool
CheckAgentsState function
CIM Platform
. . . . . . . . . . . . . . . . . 18
classification segmentation object
. . . . . . . . . . . . . . . . . . . 334
Classification Server
Classify (segmentation) object
Classify object
Classify object button
Classify Segmentation object button
cleanup of stacked calls
clear target
. . . . . . . . . . . . . . . . . . 289
Clear Targets check box
ClearTargets function
ClearThresholds function
Clickatell
. . . . . . . . . . . . . . . . . . . 210
client-designated external routing
close_statistic_time option
close_unused_statistic option
Collect digits
. . . . . . . . . . . . . . . . . 74
Collect digits object
. . . . . . . . . . . . . . 78
Collect digits treatment object
Comment
. . . . . . . . . . . . . . . . . . . 77
Comment object
. . . . . . . . . . . . . . . 78
commenting on this document
compat_treatments option
configuration objects
configuration options for IRD by function bytecode
. . . . . . . . . . . . . . . . 591
inactivity-timeout
user timeout
. . . . . . . . . . . . . . 546
by name inactivity-timeout
configuration options for URS by function
. . . . . . . . . . . . . . . . 541
absence of routing object
ADDP
. . . . . . . . . . . . . . . . . 597
attaching pegs
backup hierarchy
backup server operation
call tenant validation
changing tenants
checking agent availability
consult calls, routing of
controlling a DN
customer identification
DB Server threshold option
DN type, default
enabling log output
External Router
External Routing support
hide attached data
http_port
. . . . . . . . . . . . . . . . 545
Interaction Server option
IVR tracking
. . . . . . . . . . . . . . 536
IVR transfer, call handling after
KPL
. . . . . . . . . . . . . . . 597
load balancing
management client connection port
Message Server
monitoring_time
null value
. . . . . . . . . . . . . . . 549
Outbound multi-campaign agents
parsing option
performance streamlining
pre-strategy
. . . . . . . . . . . . . . 553
pulse_time
. . . . . . . . . . . . . . . 553
reconnection to server
registering for a DN
registration attempts
registration delay on DN
registration request to T-Server
report on routing reason
report on routing statistics
report on target objects
reporting statistics, timeout
reporting statistics, unused
response timeout, External Router
RingBack treatment, default
routing error behavior
service_timeout
skip_targets
. . . . . . . . . . . . . . 568
Stat Server, default
strategy failure, default
stuck calls
. . . . . . . . . . . . . . . 535
Reference Manual 683
Index switch- number translation
target precedence
target reservation
timeout limit for server response
tracking live calls
transferring from IVR to agent
T-Server errors
UNIX host name
unloaded CDN
verifying agent availability
by name agent_reservation
automatic_attach
backup_mode
backup_priority_level
backupserver
. . . . . . . . . . . . . . 598
call_kpl_time
. . . . . . . . . . . . . . 535
call_monitoring
call_tracking
. . . . . . . . . . . . . . 536
change_tenant
close_statistic_ time
close_unused_statistic
compat_treatments
default_db_server
default_destination
default_object
default_stat_server
environment
. . . . . . . . . . . . . . 541
event_arrive
. . . . . . . . . . . . . . 541
extrouter_dn
. . . . . . . . . . . . . . 543
extrouter_timeout
function_compatibility
give_treatment
hide_private_data
http_port
. . . . . . . . . . . . . . . . 545
ignore_customer_id
inv_connid_errors
joint_work
. . . . . . . . . . . . . . . 598
kpl-interval
. . . . . . . . . . . . . . . 599
kprl_priority
. . . . . . . . . . . . . . . 599
lds
. . . . . . . . . . . . . . . . . . . 546
log-buffering
. . . . . . . . . . . . . . 599
log-check-interval
log-file-name
. . . . . . . . . . . . . . 598
log-file-size
. . . . . . . . . . . . . . . 599
log-remove-old-files
management-port
max_loading
. . . . . . . . . . . . . . 547
max_submitted-interactions
monitoring_time
new_parsing
. . . . . . . . . . . . . . 549
null_value
. . . . . . . . . . . . . . . 549
on_route_error
on_router_activated
pickup_calls
. . . . . . . . . . . . . . 552
prestrategy
. . . . . . . . . . . . . . 553
pulse_time
. . . . . . . . . . . . . . . 553
reconnect_time
reduced
. . . . . . . . . . . . . . . . 555
reg_attempts
reg_delay
. . . . . . . . . . . . . . . 556
reg_mode
. . . . . . . . . . . . . . . 598
report_reasons
report_statistics
report_targets
request_timeout
reservation_pulling_time
route_consult_call
service_timeout
skip_targets
. . . . . . . . . . . . . . 568
strategy
targets_order
Threshold
. . . . . . . . . . . . . . . 571
ThresholdDestination
ThresholdGroup
ThresholdSwitch
transfer_time
transfer_to_agent
transit_dn
. . . . . . . . . . . . . . . 573
transition_time
treatment_delay_time
unix-socket-path
unloaded_cdn
use_agent_capacity
use_agentid
. . . . . . . . . . . . . . 578
use_dn_type
. . . . . . . . . . . . . . 578
use_extrouter
use_extrouting_type
use_ivr_info
. . . . . . . . . . . . . . 581
use_parking_threshold
use_service_objective
use_translation
using
. . . . . . . . . . . . . . . . . . 584
validate
. . . . . . . . . . . . . . . . 584
verbose
. . . . . . . . . . . . . . . . 585
verification_time
verification_time_agent
verification_time_dn
Configuration Options functions
ExcludeAgents
. . . . . . . . . . . . . . 401
GetConfigOption
GetMediaTypeName
Router
. . . . . . . . . . . . . . . . . . . 403
SetCallOption
. . . . . . . . . . . . . . . 403
684 Universal Routing 7.6
Index
SetDNIS
. . . . . . . . . . . . . . . . . . 404
SetDNISOverride
SetTranslationOverride
SetTreatmentMode
UseCustomAgentType
UseCustomDNType
UseCustomPlaceType
UseDNType
. . . . . . . . . . . . . . . . 406
UseMediaType
. . . . . . . . . . . . . . 406
Configuring functions in IRD
. . . . . . . . . . . . . . 359
IRD objects
. . . . . . . . . . . . . . . . . 61
options
. . . . . . . . . . . . . . . . . . . 523
URS for use with Web services
ConnID function
. . . . . . . . . . . . . . . 388
consult calls
. . . . . . . . . . . . . . . . . 567
Contact Server
. . . . . . . . . . . . . . . . 149
Content Analysis
. . . . . . . . . . . . . . . 167
coordinated universal time
cost-based routing
pseudo statistics
. . . . . . . . . . . . . . 630
cost-based routing option
costs-based routing solution
counters as pegs
. . . . . . . . . . . . . . . 607
CountSkillInGroup function
CPU sizing
. . . . . . . . . . . . . . . . . . 23
Create Email Out object
Create Email Out object button
Create Interaction object
Create Interaction object button
Create Notification object
Create Notification object button
Create SMS object
Create SMS object button
CreateEmailOut object
CreateNotification object
CreateSkillGroup function
CreateSMS object
. . . . . . . . . . . . . . 210
creating strategies
. . . . . . . . . . . . . . 30
CurrentAgentAssignment statistic
Custom Server
Custom Server options async
. . . . . . . . . . . . . . . . . . . 593
buffer_size
. . . . . . . . . . . . . . . . . 593
frequency
. . . . . . . . . . . . . . . . . 593
hide_private_data
life_time
. . . . . . . . . . . . . . . . . . 594
new_parsing
. . . . . . . . . . . . . . . . 594
Custom Variables
,
Customer Segment
function
. . . . . . . . . . . . . . . . . . 371
Customer Segment, Multi Attach object
Customer Server
. . . . . . . . . . . . . . . 107
D
DAP
. . . . . . . . . . . . . . . . . . . . . 105
Data Access Point default routing
. . . . . . . . . . . . . . . 625
Data Manipulation functions
ExtensionAttach
. . . . . . . . . . . . . . 389
ExtensionData
. . . . . . . . . . . . . . 389
FindServiceObjective
ListGetDataCfg
. . . . . . . . . . . . . . 410
database case sensitivity
. . . . . . . . . . . . . . 106
DAP
. . . . . . . . . . . . . . . . . . . . 105
DB Server
. . . . . . . . . . . . . . . . . 105
fields
. . . . . . . . . . . . . . . . . . . 106
queries
. . . . . . . . . . . . . . . . . . 105
SQL select statement
storing strategy RBN file
tables
. . . . . . . . . . . . . . . . . . . 106
Database Access Point
Database non-SQL
Custom Server
. . . . . . . . . . . . . . 107
stored procedures
Database Wizard
. . . . . . . . . . . . . . 101
Database Wizard object
Database Wizard object button
Date function double-byte characters
date function internationalization
Date object
. . . . . . . . . . . . . . . . 78
Date object button
. . . . . . . . . . . . . . .75
date segmentation
. . . . . . . . . . . . . . 336
double-byte characters
object
. . . . . . . . . . . . . . . . . . . 336
Date/Time functions
Date
. . . . . . . . . . . . . . . . . . . . 413
DateInZone
. . . . . . . . . . . . . . . . 413
Day
. . . . . . . . . . . . . . . . . . . . 413
DayInZone
. . . . . . . . . . . . . . . . 414
GetUTC
. . . . . . . . . . . . . . . . . . 414
IsSpecialDay
. . . . . . . . . . . . . . . 415
IsSpecialDayEx
. . . . . . . . . . . . . . 415
Time
. . . . . . . . . . . . . . . . . . . . 416
TimeDifference
. . . . . . . . . . . . . . 416
TimeInZone
. . . . . . . . . . . . . . . . 417
TimeStamp
. . . . . . . . . . . . . . . . 417
UTCAdd
. . . . . . . . . . . . . . . . . . 417
UTCFromString
. . . . . . . . . . . . . . 418
UTCToString
. . . . . . . . . . . . . . . 419
DateInZone function
Day function
. . . . . . . . . . . . . . . . . 413
Day of the Week object
Day of the Week object button
DayInZone function
DB Server
. . . . . . . . . . . . . . . . . . 105
Reference Manual 685
Index debugging strategies
Debug-level logs
. . . . . . . . . . . . . . . 644
decision data for routing
default destination in Busy tab
default destination option
Default function retired
. . . . . . . . . . . . . . . . . . . 522
Default object
. . . . . . . . . . . . . . . 79
Default object button
default routed calls
default storage location by tenant
default target selection
default_db_server option
default_stat_server option
defaultignore
. . . . . . . . . . . . . . . . . 575
defining object parameters
definition of Business Process
Delay function
. . . . . . . . . . . . . . . . 432
Delete user announcement
Delete user announcement object
Delete user announcement treatment
DeleteAttachedData function
delimiters in target lists
DelimitTargetList macro
DeliverCall function
. . . . . . . . . . . . . . 497
DeliverToIVR
. . . . . . . . . . . . . . 497
DeliverToIVR function
Dest function
. . . . . . . . . . . . . . . . . 388
Destination Label target type
developing strategies
Digest Authentication access, Web Service
DistributedPercentage function
DistributedWaitingTime function
DN target type
. . . . . . . . . . . . . . . . 495
DN verification
. . . . . . . . . . . . . . . . 585
DNIS
. . . . . . . . . . . . . . . . . . . . . 365
DNIS function
. . . . . . . . . . . . . . . . 389
DNIS Lists
. . . . . . . . . . . . . . . . 71
DNIS object
. . . . . . . . . . . . . . . 79
DNIS object button
. . . . . . . . . . . . . . 75
Do Not Call object
. . . . . . . . . . . . . . 79
Do Not Call object button
document conventions
. . . . . . . . . . . . . . . . . 20
errors, commenting on
version number
. . . . . . . . . . . . . . . 20
documentation
Agent Capacity Wizard
Business Process User
Deployment Guide
. . . . . . . . . . . . . . 22
Genesys 7 Events and Models Reference
Manual
. . . . . . . . . . . . . . . . . . 23
Genesys 7.5 Proactive Routing Solution Guide
getting started information
IRD Help
. . . . . . . . . . . . . . . . . . 22
Multi-Channel Routing Deployment Guide
Multi-Channel Routing Reference Manual
Multi-Channel Routing User’s Guide
Reporting
. . . . . . . . . . . . . . . . . . 23
routing solutions
. . . . . . . . . . . . . . 22
sizing
. . . . . . . . . . . . . . . . . . . . 23
Stat Server
. . . . . . . . . . . . . . . . . 23
Strategy Samples
. . . . . . . . . . . . . . 22
Universal Routing Cost-Based Routing
Configuration Guide
double-byte characters
Date function
. . . . . . . . . . . . . . . 413
date segmentation
duration of busy treatment
E
E-Mail Accounts
. . . . . . . . . . . . . . . 234
E-mail Accounts
,
e-mail classification
E-mail objects
Acknowledgement
AutoResponse
. . . . . . . . . . . . . . 171
Chat Transcript
. . . . . . . . . . . . . . 182
E-mail Server Java
E-Mail-to-SMS gateway
emergency strategy
endpoints
. . . . . . . . . . . . . . . . . . 141
Entry object
. . . . . . . . . . . . . . . 79
Entry object button
. . . . . . . . . . . . . . .76
enumerators
. . . . . . . . . . . . . . . 96
environment option
Error Codes, Table
. . . . . . . . . . . . . . 117
error function
. . . . . . . . . . . . . . . . . 440
Error Handling
. . . . . . . . . . . . . . . . 107
Error Segmentation
error segmentation codes
Error segmentation object
Error segmentation object button
estimated waiting time
event_arrive option
Event3rdServerFault message
Event3rdServerResponse message
EventReleased
. . . . . . . . . . . . . . . 573
EventRouteRequest function
,
,
EventRouteUsed
. . . . . . . . . . . . . . . 573
EventStillInQueue
. . . . . . . . . . . . . . 535
EventTreatmentEnd function
ExcludeAgents function
Exist object button
. . . . . . . . . . . . . . .76
Exit object
. . . . . . . . . . . . . . . . 79
ExpandGroup function
ExpandWFActivity function
export.log file
. . . . . . . . . . . . . . . . .47
686 Universal Routing 7.6
Index exporting strategies
expression and Function object
Expression Builder
expressions (logical)
expressions for segmentation
expressions, mathematical symbols
ExtensionAttach function
ExtensionData function
ExtensionUpdate function
external routing
,
External Service object
External Services object button
extrouter_dn option
. . . . . . . . . . . . . . 543
extrouter_timeout option
ExtrouterError function
ExtrouterStatus function
F
Fast busy
. . . . . . . . . . . . . . . . . 74
Fast busy object
. . . . . . . . . . . . . . . 79
Fast busy treatment object
fault codes
Acknowledgement object
Autoresponse object
Chat Transcript object
Classify object
. . . . . . . . . . . . . . . 194
Create Interaction object
CreateEmailOut object
CreateSMS object
External Service object
Forward E-Mail object
Identify Contact object
MultiScreen object
Redirect E-Mail object
Reply E-Mail from External Resource object
.
Screen object
. . . . . . . . . . . . . . . 243
Send E-Mail object
Stop Interaction object
Update Contact object
fields (database)
. . . . . . . . . . . . . . . 106
FindServiceObjective function
FirstHomeLocation function
Force functions
Force
. . . . . . . . . . . . . . . . . . . 421
TRoute
. . . . . . . . . . . . . . . . . . . 420
Force object button
. . . . . . . . . . . . . . 76
Force Routing object
forward e-mail
. . . . . . . . . . . . . . . . 149
Forward E-Mail object
Forward E-Mail object button
frequency option for Custom Server
full control
. . . . . . . . . . . . . . . . . . 355
function in expression
Function object
. . . . . . . . . . . . . . 79
Function object button
function_compatibility option
functions by name
ACDQ
. . . . . . . . . . . . . . . . . 384
acfgdata
. . . . . . . . . . . . . . . . 469
ActiveServerName
Alarm
. . . . . . . . . . . . . . . . . 426
ANI
. . . . . . . . . . . . . . . . . . 384
AnswerCall
. . . . . . . . . . . . . . 426
Attach
. . . . . . . . . . . . . . . . . 384
BearerCapability
BlockDN
. . . . . . . . . . . . . . . . 495
BusinessData
BusinessDataNT
callage
. . . . . . . . . . . . . . . . . 469
CallID
. . . . . . . . . . . . . . . . . 387
CallsDistributed
CallsEntered
. . . . . . . . . . . . . . 470
CallsWaiting
. . . . . . . . . . . . . . 470
CallType
. . . . . . . . . . . . . . . . 387
Cat
. . . . . . . . . . . . . . . . . . . 488
CCTExtractTargets
CED
. . . . . . . . . . . . . . . . . . 388
CheckAgentsState
ClearTargets
. . . . . . . . . . . . . . 428
ClearThresholds
ConnID
. . . . . . . . . . . . . . . . 388
CountSkillInGroup
CreateSkillGroup
Date
. . . . . . . . . . . . . . . . . . 413
DateInZone
. . . . . . . . . . . . . . 413
Day
. . . . . . . . . . . . . . . . . . 413
DayInZone
. . . . . . . . . . . . . . . 414
Default
. . . . . . . . . . . . . . . . . 522
Delay
. . . . . . . . . . . . . . . . . 432
DeleteAttachedData
DeliverCall
. . . . . . . . . . . . . . . 497
DeliverToIVR
Dest
. . . . . . . . . . . . . . . . . . 388
DistributedPercentage
DistributedWaitingTime
DNIS
. . . . . . . . . . . . . . . . . . 389
ExcludeAgents
ExpandGroup
ExpandWFActivity
ExtensionAttach
ExtensionData
ExtensionUpdate
ExtrouterError
ExtrouterStatus
FindServiceObjective
Reference Manual 687
Index
FirstHomeLocation
Force
. . . . . . . . . . . . . . . 420
GetAvgStatData
GetConfigOption
GetCurrentSwitch
GetCurrentTServer
GetCustomerSegment
GetIntegerKey
GetLastError
. . . . . . . . . . . . . . 522
GetLastErrorInfo
GetMaxStatData
GetMaxSubList
GetMediaType
GetMediaTypeName
GetMinStatData
GetMinSubList
GetPriority
. . . . . . . . . . . . . . . 436
GetRemoteAccessCode
GetRoutingPoint
GetServiceObjective
GetServiceType
GetSkillInGroup
GetStringKey
. . . . . . . . . . . . . . 422
GetUTC
. . . . . . . . . . . . . . . . 414
Goto
. . . . . . . . . . . . . . . . . . 522
Increment
. . . . . . . . . . . . . . . 522
IncrementPriority
InformationDigits
InteractionData
InteractionDataINT
InvokeNirvanaMethod
InVQWaitTime
IsSpecialDay
. . . . . . . . . . . . . . 415
IsSpecialDayEx
JumpToStrategy
KeepQueue
. . . . . . . . . . . . . . 502
LATA
. . . . . . . . . . . . . . . . . . 394
lcfgdata
. . . . . . . . . . . . . . . . . 469
ListGetDataCfg
ListGetInteger
ListGetKey
. . . . . . . . . . . . . . . 423
ListGetSize
. . . . . . . . . . . . . . . 423
ListGetString
. . . . . . . . . . . . . . 424
ListLookup
. . . . . . . . . . . . . . . 410
ListLookupCfg
Multiskill
. . . . . . . . . . . . . . . . 439
NotDistributedPercentage
NotDistributedWaitingTime
NPA
. . . . . . . . . . . . . . . . . . 394
NPANXX
. . . . . . . . . . . . . . . . 395
OnCallAbandoned
688
OnError
. . . . . . . . . . . . . . . . 522
OnRouteError
Orig
. . . . . . . . . . . . . . . . . . 395
PACCode
. . . . . . . . . . . . . . . 395
PACType
. . . . . . . . . . . . . . . 395
Peg
. . . . . . . . . . . . . . . . . . 466
PegValue
. . . . . . . . . . . . . . . 467
PositionInQueue
. . . . . . . . . . . . . . . . . . 441
Priority
. . . . . . . . . . . . . . . . . 507
PriorityTuning
Rand
. . . . . . . . . . . . . . . . . . 441
ReleaseCall
. . . . . . . . . . . . . . 441
RequestType
ResetBusyTreatments
ResetStatAdjustment
RouteCall
. . . . . . . . . . . . . . . 512
Routed
. . . . . . . . . . . . . . . . . 513
Router
. . . . . . . . . . . . . . . . . 403
SData
. . . . . . . . . . . . . . . . . 479
sdata
. . . . . . . . . . . . . . . . . . 469
SelectDN
. . . . . . . . . . . . . . . 513
SelectTargets
SendEvent
. . . . . . . . . . . . . . . 444
SendRequest
ServerStatus
. . . . . . . . . . . . . . 456
SetCallOption
SetDNIS
. . . . . . . . . . . . . . . . 404
SetDNISOverride
SetHomeLocation
SetIntegerKey
SetInteractionAge
SetLastError
. . . . . . . . . . . . . . 458
SetStatAdjustment
SetStatUpdate
SetStringKey
SetTargetThreshold
SetThreshold
SetTranslationOverride
SetTreatmentMode
SetVQPriority
Skill
. . . . . . . . . . . . . . . . . . 522
StateCode
. . . . . . . . . . . . . . . 396
StrAsciiBreak
StrAsciiTok
. . . . . . . . . . . . . . 489
StrChar
. . . . . . . . . . . . . . . . 490
StrGetChar
. . . . . . . . . . . . . . 491
StrLen
. . . . . . . . . . . . . . . . . 491
StrReplace
. . . . . . . . . . . . . . . 491
StrStr
. . . . . . . . . . . . . . . . . 492
StrSub
. . . . . . . . . . . . . . . . . 492
Universal Routing 7.6
Index
StrTargets
. . . . . . . . . . . . . . . 492
StrToLower
. . . . . . . . . . . . . . . 493
StrToUpper
. . . . . . . . . . . . . . . 494
SuspendForDN
SuspendForEvent
SuspendForTreatmentEnd
TargetComponentSelected
TargetObjectSelected
TargetSelected
Time
. . . . . . . . . . . . . . . . . . 416
TimeDifference
TimeInZone
. . . . . . . . . . . . . . 417
Timeout
. . . . . . . . . . . . . . . . 463
TimeStamp
. . . . . . . . . . . . . . . 417
Translate
. . . . . . . . . . . . . . . . 520
TRoute
. . . . . . . . . . . . . . . . . 420
UData
. . . . . . . . . . . . . . . . . 397
UDataINT
Update
. . . . . . . . . . . . . . . . . 398
UpdateBusinessData
UpdateInteractionData
UpdateScript
. . . . . . . . . . . . . . 463
UseAgentState
UseAgentStatistics
UseCapacity
. . . . . . . . . . . . . . 486
UseCustomAgentType
UseCustomDNType
UseCustomPlaceType
UseDNType
. . . . . . . . . . . . . . 406
UseMediaType
UTCAdd
. . . . . . . . . . . . . . . . 417
UTCFromString
UTCToString
. . . . . . . . . . . . . . 419
VQSelected
. . . . . . . . . . . . . . 465
functions list
. . . . . . . . . . . . . . . . 366
G
Generic segmentation object
Generic segmentation object button
Genesys Outbound Contact
get functions
. . . . . . . . . . . . . . . . . 385
GetAvgStatData function
GetConfigOption function
GetCurrentSwitch function
GetCurrentTServer function
GetCustomer Segment function
GetIntegerKey function
GetLastError
GetLastError function retired
. . . . . . . . . . . . . . . . . . . 522
GetLastErrorInfo function
GetMaxStatData function
GetMaxSubList function
GetMediaType function
GetMediaTypeName function
GetMinStatData function
GetMinSubList function
GetPriority function
GetRemoteAccessCode function
GetRoutingPoint function
GetServiceObjective function
GetServiceType function
GetSkillInGroup function
GetStringKey
. . . . . . . . . . . . . . . . . 422
GetStringKey function
GetUTC function
. . . . . . . . . . . . . . . 414
give_treatment option
Global Interaction Type
GMT
. . . . . . . . . . . . . . . . . . . . . 414
Greenwich mean time
H ha_option
. . . . . . . . . . . . . . . . . . 552
hardware sizing
. . . . . . . . . . . . . . . .23
help file
Framework Log Events
Interaction Routing Designer Help
hide_private_data option
hide_private_data option for Custom Server
hiding data in log
. . . . . . . . . . . . . . . 544
high availability option
Hot Standby
. . . . . . . . . . . . . . 426
HTTP Authentication
HTTP bridge
HTTP bridge options
HTTP bridge verbose level
HTTP/HTTPS
. . . . . . . . . . . . . . . . 660
http_log_file option
. . . . . . . . . . . . . . 528
http_log_size option
http_port
. . . . . . . . . . . . . . . . . . . 315
http_port option
. . . . . . . . . . . . . . . 545
I
Identify Contact object
Identify Contact object button
If object
. . . . . . . . . . . . . . . . . 79
If object button
. . . . . . . . . . . . . . . . .76
ignore_customer_id option
import.log file
. . . . . . . . . . . . . . . . . .49
importing strategies
importstr folder
. . . . . . . . . . . . . . . 57
inactivity-timeout IRD option
IncrementPriority function
Reference Manual 689
Index
InformationDigits function
INSERT command in query
Inter Server Call Control
interaction attributes
. . . . . . . . . . . . . . 96
queue definition
. . . . . . . . . . . . . . 141
workflow
. . . . . . . . . . . . . . . . . . . 22
Interaction Concentrator (ICON)
Interaction Data function
Interaction DataINT function
Interaction Design window
Interaction processing
Screen
. . . . . . . . . . . . . . . . . . . 150
interaction processing acknowledgement
autoresponse
. . . . . . . . . . . . . . . 147
chat transcript
. . . . . . . . . . . . . . . 148
classify
. . . . . . . . . . . . . . . . . . . 148
Create Email Out
Create Notification
Create SMS
. . . . . . . . . . . . . . . . 149
forward e-mail
. . . . . . . . . . . . . . . 149
Identify Contact
. . . . . . . . . . . . . . 149
Queue Interaction
queue name
. . . . . . . . . . . . . . . . 142
redirect e-mail
. . . . . . . . . . . . . . . 150
Route Interaction
screen
. . . . . . . . . . . . . . . . . . . 149
send e-mail
. . . . . . . . . . . . . . . . 150
Update Contact
. . . . . . . . . . . . . . 151
Workbin
. . . . . . . . . . . . . . . . . . 151
Interaction Router (IR) 5.1
Interaction Routing object button
Interaction SDK
. . . . . . . . . . . . . . . 108
Interaction Server
,
Interaction-level logs
interactions waiting function
. . . . . . . . . . . . . . 479
internationalization date function
. . . . . . . . . . . . . . . . 413
supported formats
Date function
. . . . . . . . . . . . . . 413
time segmentation
Internet Contact Solution
Acknowledgement
Autoresponse
. . . . . . . . . . . . . . . 171
Interruptible check box
inv_connid_errors option
InVQWaitTime function
InVQWaitTime predefined statistic
InVQWaitTime statistic
IRD objects
Data & Services
Database
. . . . . . . . . . . . . . . . 101
External Service
Web Service
. . . . . . . . . . . . . . 112
690
E-mail objects
Acknowledgement
Autoresponse
Chat Transcript
Miscellaneous
Assign
. . . . . . . . . . . . . . . . . 113
Error segmentation
Exit
. . . . . . . . . . . . . . . . . . 119
Function
. . . . . . . . . . . . . . . . 120
If
. . . . . . . . . . . . . . . . . . . . 121
Macro
. . . . . . . . . . . . . . . . . 122
Multi Assign
. . . . . . . . . . . . . . 131
Multi Attach
. . . . . . . . . . . . . . 132
Multi Function
Multimedia
Acknowledgement
Attach Categories
Autoresponse
Chat Transcript
Classify
. . . . . . . . . . . . . . . . 189
Create Email Out
Create Interaction
Create Notification
Create SMS
. . . . . . . . . . . . . . 210
Forward Email
Indentify Contact
Multiscreen
. . . . . . . . . . . . . . 223
Redirect Email
Reply from External Resource
Screen
. . . . . . . . . . . . . . . . . 239
Send Email
. . . . . . . . . . . . . . 244
Stop Interaction
Update Contact
Outbound
Add Record
. . . . . . . . . . . . . . 257
Do Not Call
. . . . . . . . . . . . . . 261
Processed
. . . . . . . . . . . . . . . 264
Reschedule
. . . . . . . . . . . . . . 267
Update Record
Routing
. . . . . . . . . . . . . . . . . . 278
Default
. . . . . . . . . . . . . . . . . 278
Load Balancing
Percentage
. . . . . . . . . . . . . . 280
Selection
. . . . . . . . . . . . . . . . 287
Service Level
Statistics
. . . . . . . . . . . . . . . . 305
Switch to Strategy
Workforce
. . . . . . . . . . . . . . . 312
Segmentation
ANI
. . . . . . . . . . . . . . . . . . 331
Business
. . . . . . . . . . . . . . . . 355
Classification
Universal Routing 7.6
Index
Date
. . . . . . . . . . . . . . . . . . 336
Day of the Week
DNIS
. . . . . . . . . . . . . . . . . . 338
Generic
. . . . . . . . . . . . . . . . . 339
Time
. . . . . . . . . . . . . . . 341
Treatment
. . . . . . . . . . . . . . .346
Busy
. . . . . . . . . . . . . . . . . . 344
Cancel call
. . . . . . . . . . . . . . . 345
Collect digits
. . . . . . . . . . . . . . 345
Delete user announcement
IVR
. . . . . . . . . . . . . . . . . . . 346
music
. . . . . . . . . . . . . . . . . . 348
Play Announcement
Play Announcement and Collect digits
Play Application
RAN
. . . . . . . . . . . . . . . . . . 350
Record user announcement
Ringback
. . . . . . . . . . . . . . . . 352
Set Default Destination
Silence
. . . . . . . . . . . . . . . . . 352
Text to Speech
Text to speech and Collect digits
Verify Digits
. . . . . . . . . . . . . . 353
IRD timeout
. . . . . . . . . . . . . . . . . . 591
IRD working directory
ISCC
,
IsSpecialDay function
IsSpecialDayEx function
IVR
. . . . . . . . . . . . . . . . . . . . . . 74
IVR deliver to function
IVR object
. . . . . . . . . . . . . . . . . . 79
IVR port limit
. . . . . . . . . . . . . . . . . 582
IVR treatment object
IVR wait time announcement
J joint_work option
. . . . . . . . . . . . . . . 598
JumpToStrategy function
K
Keep Alive Protocol
KeepQueue function
key-value
Knowledge Manager
creating messages for SMS
kpl-interval option
. . . . . . . . . . . . . . 599
kprl_priority option
. . . . . . . . . . . . . . 599
L
Last Agent Routing
Last Called Agent information
Last Routed Agent
. . . . . . . . . . . . . . 219
LastCalledAgent_EmployeeID
LATA function
LBR_DEST key in User Data
lcfgdata function
. . . . . . . . . . . . . . . 469
lds option
. . . . . . . . . . . . . . . . . . 546
licensing for high availability
life_time
Custom Server
. . . . . . . . . . . . . . 594
life_time option for Custom Server
limitation for key-value strings
limitations when developing a strategy.
List Manipulation functions
GetIntegerKey
. . . . . . . . . . . . . . 422
GetMaxSubList
. . . . . . . . . . . . . . 422
GetMinSubList
. . . . . . . . . . . . . . 422
GetStringKey
. . . . . . . . . . . . . . . 422
ListGetInteger
. . . . . . . . . . . . . . . 423
ListGetKey
. . . . . . . . . . . . . . . . 423
ListGetSize
. . . . . . . . . . . . . . . . 423
ListGetString
. . . . . . . . . . . . . . . 424
ListLookup
. . . . . . . . . . . . . . . . 410
ListLookupCfg
. . . . . . . . . . . . . . . 411
SetIntegerKey
. . . . . . . . . . . . . . . 424
SetStringKey
. . . . . . . . . . . . . . . 424
ListGetDataCfg function
ListGetInteger function
ListGetKey function
ListGetSize function
ListGetString function
ListLookup function
ListLookupCfg function
Lists
. . . . . . . . . . . . . . . . . . . . . .71
load balancing and event_arrive option
Load Balancing object
Load balancing object
Load Balancing object button
Load-balancing statistic
loading non-voice strategy see Business Process User’s Guide
strategy
. . . . . . . . . . . . . . . . . . . 63
voice strategy
. . . . . . . . . . . . . . . . 36
Local Access Transport Area
local variables
. . . . . . . . . . . . . . . . .93
log events
. . . . . . . . . . . . . . . . 23
log file, verbose option
log when no high availability license
log, hiding private data
log_buffering option
log_check_interval option
log_file_name option
Reference Manual 691
Index log_file_size option
. . . . . . . . . . . . . . 599
log_remove_old_files option
Logging during irregular operation
logging options
. . . . . . . . . . . . . . . . 597
logical expressions
. . . . . . . . . . . . . . 83
symbols
. . . . . . . . . . . . . . . . . . . 86
syntax
. . . . . . . . . . . . . . . . . . . . 88
lost interactions
. . . . . . . . . . . . . . . . 573
M
Macro object
. . . . . . . . . . . . . . . 79
Macro object button
macros
. . . . . . . . . . . . . . . . . . . . 71
management-port option
mandatory treatments
mathematical symbols in expressions
max_loading option
Maximum value of statistic
max-submitted-interactions option
MCR
. . . . . . . . . . . . . . . . . . . . . 140
media type
message log
. . . . . . . . . . . . . . . . . 526
Message Server
Message Server options
message types for e-mail processing
migration guide
. . . . . . . . . . . . . . . . 24
Minimum value of statistic
Miscellaneous functions
SetLastError
. . . . . . . . . . . . . . . . 458
miscellaneous functions
ActiveServerName
Alarm
. . . . . . . . . . . . . . . . . . . 426
AnswerCall
. . . . . . . . . . . . . . . . 426
CheckAgentsState
ClearTargets
. . . . . . . . . . . . . . . . 428
CountSkillInGroup
CreateSkillGroup
Delay
. . . . . . . . . . . . . . . . . . . 432
ExpandGroup
. . . . . . . . . . . . . . . 432
ExpandWFActivity
ExtrouterError
. . . . . . . . . . . . . . . 434
ExtrouterStatus
. . . . . . . . . . . . . . 435
GetLastErrorInfo
. . . . . . . . . . . . . . 435
GetPriority
. . . . . . . . . . . . . . . . . 436
GetSkillInGroup
. . . . . . . . . . . . . . 436
JumpToStrategy
. . . . . . . . . . . . . . 439
MultiSkill
. . . . . . . . . . . . . . . . . . 439
OnCallAbandoned
OnRouteError
. . . . . . . . . . . . . . . 440
. . . . . . . . . . . . . . . . . . . . 441
Rand
. . . . . . . . . . . . . . . . . . . . 441
ReleaseCall
. . . . . . . . . . . . . . . . 441
ResetBusyTreatments
SelectTargets
. . . . . . . . . . . . . . . 443
SendEvent
. . . . . . . . . . . . . . . . . 444
SendRequest
. . . . . . . . . . . . . . . 446
ServerStatus
. . . . . . . . . . . . . . . 456
SetInteractionAge
SuspendForEvent
TargetComponentSelected
TargetObjectSelected
TargetSelected
. . . . . . . . . . . . . . 462
Timeout
. . . . . . . . . . . . . . . . . . 463
UDataINT
. . . . . . . . . . . . . . . . . 463
UpdateScript
. . . . . . . . . . . . . . . 463
UseAgentState
. . . . . . . . . . . . . . 464
UseAgentStatistics
VQSelected
. . . . . . . . . . . . . . . . 465
Miscellaneous objects
Assign
. . . . . . . . . . . . . . . . . . . 113
Call Strategy
. . . . . . . . . . . . . . . 114
Entry
. . . . . . . . . . . . . . . . . . . 119
Error segmentation
Exit
. . . . . . . . . . . . . . . . . . . . 119
Function
. . . . . . . . . . . . . . . . . . 120
If
. . . . . . . . . . . . . . . . . . . . . . 121
Macro
. . . . . . . . . . . . . . . . . . . 122
Multi Assign
. . . . . . . . . . . . . . . . 131
Multi Attach
. . . . . . . . . . . . . . . . 132
Multi Function
. . . . . . . . . . . . . . . 137
modifying strategies
monitoring calls
monitoring DNs
. . . . . . . . . . . . . . . 527
monitoring options
. . . . . . . . . . . . . . 597
Monitoring View
. . . . . . . . . . . . . . 37
monitoring_time option
MS-Tserver replacement
Multi Assign object
. . . . . . . . . . . . . . 131
Multi Attach object
. . . . . . . . . . . . . . 132
Multi Function object
MultiAssign object
. . . . . . . . . . . . . . .79
MultiAssign object button
MultiAttach object
. . . . . . . . . . . . . . .79
MultiAttach object button
Multi-Channel Routing
MultiFunction
. . . . . . . . . . . . . . . . . 137
MultiFunction object button
Multimedia definition
Multimedia objects
. . . . . . . . . . . . . . .76
Classify
. . . . . . . . . . . . . . . . . . 189
Create Email Out
Create Interaction
CreateEMailOut
. . . . . . . . . . . . . . 201
CreateNotification
CreateSMS
. . . . . . . . . . . . . . . . 210
Forward E-mail
. . . . . . . . . . . . . . 215
Identify Contact
. . . . . . . . . . . . . . 219
Redirect E-Mail
. . . . . . . . . . . . . . 230
Reply E-Mail from External Resource
Screen
. . . . . . . . . . . . . . . . . . 239
Send E-mail
. . . . . . . . . . . . . . . . 244
692 Universal Routing 7.6
Index
Stop Interaction
. . . . . . . . . . . . . . 249
Update Contact
. . . . . . . . . . . . . . 252
multimedia routing point
multiple DNs
. . . . . . . . . . . . . . . . . 576
MultiScreen object
. . . . . . . . . . . . . . 79
Multi-Screen object button
Multi-Site support
. . . . . . . . . . . . . . . 501
Multiskill function
. . . . . . . . . . . . . . . 439
Music
. . . . . . . . . . . . . . . . . . . . . 74
Music object
. . . . . . . . . . . . . . . . . 79
music treatment
. . . . . . . . . . . . . . . 538
Music treatment object
N network routing
,
Network Routing Solution network T-Server functions
Universal Routing
. . . . . . . . . . . . . . 17
new_parsing option
new_parsing option for Custom Server
no access
. . . . . . . . . . . . . . . . . . 355
Non-configured DN target type
Non-monitored DN target type
not ready agent
. . . . . . . . . . . . . . . . 428
NotDistributedPercentage function
NotDistributedWaitingTime function
NPA function
. . . . . . . . . . . . . . . . . 394
NPANXX function
. . . . . . . . . . . . . . 395
null_value option
. . . . . . . . . . . . . . . 549
number of interactions waiting
Number translation
O object access control
. . . . . . . . . . . . . . . 355
name
. . . . . . . . . . . . . . . . . . . . 62
permission
. . . . . . . . . . . . . . . . . 355
properties
. . . . . . . . . . . . . . . . . . 81
object browser
. . . . . . . . . . . . . . . . 96
object types
Data and Services
Function
. . . . . . . . . . . . . . . . . . 120
Miscellaneous
. . . . . . . . . . . . . . . 113
Multimedia
. . . . . . . . . . . . . . . . . 140
Routing
. . . . . . . . . . . . . . . . . . 274
Segmentation
. . . . . . . . . . . . . . . 331
Voice Treatment
. . . . . . . . . . . . . . 342
Workforce
. . . . . . . . . . . . . . . . . 312
Objective Table
objects
Acknowledgement
ANI
. . . . . . . . . . . . . . . . . . . . 331
Assign
. . . . . . . . . . . . . . . . . . . 113
Autoresponse
. . . . . . . . . . . . . . . 171
Business
. . . . . . . . . . . . . . . . . 332
Busy
. . . . . . . . . . . . . . . . . . . . 344
Call Subroutine
. . . . . . . . . . . . . . 114
Cancel Call
. . . . . . . . . . . . . . . . 345
Chat Transcript
. . . . . . . . . . . . . . 182
Classify
. . . . . . . . . . . . . . . . . . 334
Classify Segmentation
Collect Digits
. . . . . . . . . . . . . . . 345
Database Wizard
Date
. . . . . . . . . . . . . . . . . . . . 336
Day of Week
. . . . . . . . . . . . . . . 337
Default Routing
. . . . . . . . . . . . . . 278
Delete User Announce
DNIS
. . . . . . . . . . . . . . . . . . . 338
Entry
. . . . . . . . . . . . . . . . . . . 119
Error Segmentation
Exit
. . . . . . . . . . . . . . . . . . . . 119
Fast Busy
. . . . . . . . . . . . . . . . . 346
Force Routing
. . . . . . . . . . . . . . . 278
Force routing
. . . . . . . . . . . . . . . 278
Function
. . . . . . . . . . . . . . . . . . 120
Generic
. . . . . . . . . . . . . . . . . . 339
If
. . . . . . . . . . . . . . . . . . . . . . 121
IVR
. . . . . . . . . . . . . . . . . . . . 346
Load Balancing
. . . . . . . . . . . . . . 279
Macro
. . . . . . . . . . . . . . . . . . . 122
Multi Assign
. . . . . . . . . . . . . . . . 131
Multi Attach
. . . . . . . . . . . . . . . . 132
Multi Function
. . . . . . . . . . . . . . . 137
Music
. . . . . . . . . . . . . . . . . . . 348
Pause
. . . . . . . . . . . . . . . . . . . 348
Percentage
. . . . . . . . . . . . . . . . 280
Percentage routing
Play Announcement
Play Announcement Coll Digits
Play Application
. . . . . . . . . . . . . . 349
Queue Interaction
RAN
. . . . . . . . . . . . . . . . . . . . 350
Record User Announcement
ringback
. . . . . . . . . . . . . . . . . . 352
Route Interaction
Selection
. . . . . . . . . . . . . . . . . 287
Service Level
. . . . . . . . . . . . . . . 292
Set Default Destination
Silence
. . . . . . . . . . . . . . . . . . 352
Statistics
. . . . . . . . . . . . . . . . . 305
Switch-to-Strategy
Text to Speech
. . . . . . . . . . . . . . 352
Text to Speech Coll Digits
Time
. . . . . . . . . . . . . . . . . . 341
Verify Digits
. . . . . . . . . . . . . . . . 353
Workbin
. . . . . . . . . . . . . . . . . . 307
Workforce
. . . . . . . . . . . . . . . . . 312
on_route_error option
on_router_activated option
Reference Manual 693
Index
OnCallAbandoned function
OnError function retired
. . . . . . . . . . . . . . . . . . . 522
OnRouteError function
Open Media
. . . . . . . . . . . . . . . . . 108
option override
. . . . . . . . . . . . . . . . 403
options
ADDP
. . . . . . . . . . . . . . . . . . . 597
Custom Server
. . . . . . . . . . . . . . 593
Custom Server buffer size
options list
. . . . . . . . . . . . . . . . . 526
options (Custom Server) frequency
. . . . . . . . . . . . . . . . . 593
hide_private_data
life_time
. . . . . . . . . . . . . . . . . . 594
new_parsing
. . . . . . . . . . . . . . . . 594
options (Interaction Server)
options (IRD) bytecode
. . . . . . . . . . . . . . . . . . 591
inactivity-timeout
options (URS) agent_reservation
automatic_attach
call_kpl_time
. . . . . . . . . . . . . . . . 535
call_monitoring
. . . . . . . . . . . . . . 536
call_tracking
. . . . . . . . . . . . . . . . 536
change_tenant
. . . . . . . . . . . . . . . 537
close_statistic_time
close_unused_statistic
compat_treatments
DB Interaction Server option
DB Server threshold option
default_db_server
default_destination
default_stat_server
environment
. . . . . . . . . . . . . . . . 541
event_arrive
. . . . . . . . . . . . . . . . 541
extrouter_dn
. . . . . . . . . . . . . . . . 543
extrouter_timeout
function_compatibility
give_treatment
. . . . . . . . . . . . . . . 544
hide_private_data
http_port
. . . . . . . . . . . . . . . . . . 545
ignore_customer_id
inv_connid_errors
lds
. . . . . . . . . . . . . . . . . . . . . 546
management-port
monitoring_time option
null_value
. . . . . . . . . . . . . . . . . 549
on_route_error
. . . . . . . . . . . . . . . 549
on_router_activated
parsing option
. . . . . . . . . . . . . . . 549
pickup_calls
. . . . . . . . . . . . . . . . 552
prestrategy
. . . . . . . . . . . . . . . . 553
pulse_time
. . . . . . . . . . . . . . . . . 553
reconnect_time
. . . . . . . . . . . . . . 554
reduced
. . . . . . . . . . . . . . . . . . 555
reg_attempts
. . . . . . . . . . . . . . . 556
reg_delay
. . . . . . . . . . . . . . . . . 556
reg_mode
. . . . . . . . . . . . . . . . . 598
report_reasons
. . . . . . . . . . . . . . 556
report_statistics
. . . . . . . . . . . . . . 559
report_targets
. . . . . . . . . . . . . . . 562
request_timeout
. . . . . . . . . . . . . . 565
reservation_pulling_time
route_consult_call
service_timeout
. . . . . . . . . . . . . . 568
skip_targets
. . . . . . . . . . . . . . . . 568
strategy
. . . . . . . . . . . . . . . . . . 570
targets_order
. . . . . . . . . . . . . . . 570
ThresholdDestination
ThresholdGroup
. . . . . . . . . . . . . . 571
ThresholdSwitch
transfer_time
. . . . . . . . . . . . . . . 572
transfer_to_agent
transit_db
. . . . . . . . . . . . . . . . . 573
transition_time
. . . . . . . . . . . . . . 573
treatment_delay_time
unix_socket_path
unloaded_cdn
. . . . . . . . . . . . . . . 575
use_agent_capacity
use_agentid
. . . . . . . . . . . . . . . . 578
use_dn_type
. . . . . . . . . . . . . . . 578
use_extrouter
. . . . . . . . . . . . . . . 579
use_extrouting_type
use_ivr_info
. . . . . . . . . . . . . . . . 581
use_parking_threshold
use_service_objective
use_translation
. . . . . . . . . . . . . . 583
using
. . . . . . . . . . . . . . . . . . . 584
validate
. . . . . . . . . . . . . . . . . . 584
verbose
. . . . . . . . . . . . . . . . . . 585
verification_time
. . . . . . . . . . . . . . 586
verification_time_agent
verification_time_dn
options (URS-retired) backup_mode
. . . . . . . . . . . . . . . 598
backup_priority_level
backupserver
. . . . . . . . . . . . . . . 598
close_statistic_time
close_unused_statistic
joint_work
. . . . . . . . . . . . . . . . . 598
kpl-interval
. . . . . . . . . . . . . . . . 599
kprl_priority
. . . . . . . . . . . . . . . . 599
log_buffering
. . . . . . . . . . . . . . . 599
log_check_interval
log_file_name
. . . . . . . . . . . . . . . 598
log_file_size
. . . . . . . . . . . . . . . . 599
log_remove_old_files
strategy
. . . . . . . . . . . . . . . . . . 599
Orig function
. . . . . . . . . . . . . . . . . 395
694 Universal Routing 7.6
Index original agent routing
Outbound buttons
. . . . . . . . . . . . . . . . . . . . 77
Outbound Contact
. . . . . . . . . . . . . . 256
Outbound Contact Server
Outbound strategy-building objects
override for server level options
P
PACCode function
. . . . . . . . . . . . . . 395
packaging a strategy
PACType function
parameters in subroutines
parking threshold mechanism
parking threshold option
ParkingThreshold
parsing single quotes
Custom Server
. . . . . . . . . . . . . . 594
Pause
. . . . . . . . . . . . . . . . . . 74
Pause object
. . . . . . . . . . . . . . . . . 79
Pause treatment object
peformance enhancement
Peg function
. . . . . . . . . . . . . . . . . 466
Peg option
. . . . . . . . . . . . . . . . . . 527
Pegs
Automatic, defined
PegSF
. . . . . . . . . . . . . . . . . . . . 467
PegValue function
. . . . . . . . . . . . . . 467
Percentage for distribution
. . . . . . . . . . . . . . . 280
Percentage object
Percentage object button
performance
permissions for objects
pickup_calls option
. . . . . . . . . . . . . . 552
place group target type
place in Queue
. . . . . . . . . . . . . . . . 149
place target type
. . . . . . . . . . . . . . . 318
Play announcement
Play announcement and collect digits object
Play announcement object
Play Announcement treatment
Play Announcement/Collect digits treatment
Play application
. . . . . . . . . . . . . . . 74
Play application object
Play Application treatment object
Play recorded announcement
port limit in IVR
. . . . . . . . . . . . . . . . 582
PositionInQueue function
PositionInQueue predefined statistic
PositionInQueue statistic
PostRoute
. . . . . . . . . . . . . . . . . . 306
predefined statistics, using
predicted wait time
. . . . . . . . . . . . . . 617
prediction in Busy tab
PreferredAgent_EmployeeID
prestrategy option
. . . . . . . . . . . . . . 553
pre-written response
,
primary T-Server
. . . . . . . . . . . . . . . 390
primary URS distributing interactions
pickup calls
. . . . . . . . . . . . . . . . 552
Print function
. . . . . . . . . . . . . . . . . 441
Priority function
. . . . . . . . . . . . . . . 507
priority routing age
. . . . . . . . . . . . . . . . . . . . 375
busy treatments
. . . . . . . . . . . . . . 327
global priority function
increment priority
KeepQueue function
service level
. . . . . . . . . . . . . . . . 304
service objective
service objective threshhold
set global priority
virtual queue
. . . . . . . . . . . . . . . 378
wait time
. . . . . . . . . . . . . . . . . 375
PriorityTuning function
Proactive routing objects
Processed object
. . . . . . . . . . . . . . .80
Processed object button
prohibited symbols
. . . . . . . . . . . . . . .29
properties dialog box for objects
protocol for e-mail processing
pseudo statistics
. . . . . . . . . . . . . . . 630
pulse_time option
. . . . . . . . . . . . . . 553
Push Preview mode
Q queries
. . . . . . . . . . . . . . . . . . . . 105
queries in Database object
Queue
ACD
. . . . . . . . . . . . . . . . . . . . 318
definition
. . . . . . . . . . . . . . . . . 141
display name vs. Script name
IRD object
. . . . . . . . . . . . . . . . . 149
number of calls in statistic
types
. . . . . . . . . . . . . . . . . . . 141
Queue Group
. . . . . . . . . . . . . . . . 462
queue group target type
Queue Interaction
. . . . . . . . . . . . . . 149
Queue Interaction object
Queue Interaction object button
quotation marks in variables
quote usage in functions
quotes in DB Wizard
R race condition
. . . . . . . . . . . . . . . . 328
Reference Manual 695
Index
RAN
. . . . . . . . . . . . . . . . . . . . . 74
RAN object
. . . . . . . . . . . . . . . . . . 80
RAN treatment object
Rand function
. . . . . . . . . . . . . . . . 441
rbn file storage location
read access
. . . . . . . . . . . . . . . . . 355
ready for next interaction
Ready state statistic
Reason Code
. . . . . . . . . . . . . . 151
reconnect_time option
Record user announcement
Record User Announcement object
Record user announcement treatment
Recorded Announcement object
red X in IRD main window
redirect e-mail
. . . . . . . . . . . . . . . . 150
Redirect E-Mail object
Redirect E-Mail object button
reduced option
. . . . . . . . . . . . . . . . 555
reg_attempts option
reg_delay option
. . . . . . . . . . . . . . . 556
reg_mode option
. . . . . . . . . . . . . . . 598
reject-subsequent-request option
ReleaseCall function
Relevancy Threshold
replace string function
Reply E-Mail from External Resource object
Reply E-Mail From External Resource object button
. . . . . . . . . . . . . . . . 77
report_reasons option
report_statistics option
report_targets option
Reporting
. . . . . . . . . . . . . . . . . . . 466
location of templates
peg
. . . . . . . . . . . . . . . . . . . . 466
service level
. . . . . . . . . . . . . . . . 467
Reporting functions
OnCallAbandoned
Peg
. . . . . . . . . . . . . . . . . . . . 466
PegValue
. . . . . . . . . . . . . . . . . 467
Reporting Layer applications
. . . . . . . . . . . . . . . . 634
CC Analyzer
. . . . . . . . . . . . . . . . 636
CC Pulse
. . . . . . . . . . . . . . . . . 634
reporting using categories
request_timeout option
Request3rdServer message
request-collection-time option
Requested Skill
. . . . . . . . . . . . . . . . 132
Requested Skill in Multi Attach object
RequestType function
re-routing attempts
. . . . . . . . . . . . . . 528
Reschedule object
. . . . . . . . . . . . . . 80
Reschedule Record object button.
reservation
reservation_pulling_time option
reserved symbols
. . . . . . . . . . . . . . .29
ResetBusyTreatments function
ResetStatAdjustment
ResetStatAdjustment function
Response Manager
retired options
. . . . . . . . . . . . . . . . 598
Ringback
. . . . . . . . . . . . . . . . . . . .74
Ringback object
. . . . . . . . . . . . . . . .80
Ringback treatment object
ring-no-answer
Route Interaction
. . . . . . . . . . . . . . 150
Route Interaction object
Route Interaction object button
route_consult_call option
RouteCall
. . . . . . . . . . . . . . . . . . 512
RouteCall function
. . . . . . . . . . . . . . 512
Routed function
. . . . . . . . . . . . . . . 513
Router function
. . . . . . . . . . . . . . . 403
Router High Availability Mode turned off
Router Self-Awareness
router_ha_option
routing busy treatments
. . . . . . . . . . . . . . 316
conditional
. . . . . . . . . . . . . . . . 137
decision data
. . . . . . . . . . . . . . . 563
Default object
. . . . . . . . . . . . . . . 278
Force Routing object
General selection
Load Balancing
. . . . . . . . . . . . . . 279
loading a strategy
. . . . . . . . . . . . . . 36
non-Genesys servers
object busy treatment
Percentage
. . . . . . . . . . . . . . . . 280
post
. . . . . . . . . . . . . . . . . . . . 316
reporting decisions
Route Interaction object
Service level
. . . . . . . . . . . . . . . 292
skill-based
. . . . . . . . . . . . . . . . . 438
solutions
. . . . . . . . . . . . . . . . . . 22
Statistics
. . . . . . . . . . . . . . . . . 305
strategy storage location
Switch to strategy
target types
. . . . . . . . . . . . . . . . 330
using Statistics
. . . . . . . . . . . . . . 305
Workforce
. . . . . . . . . . . . . . . . . 312
Routing Design window
Routing object
. . . . . . . . . . . . . . . . .76
routing point function
routing point target type
routing point, multimedia
Routing rule, creation
routing rule, Workforce
routing strategy samples
routing to original agent
routing using categories
696 Universal Routing 7.6
Index
RStatCallsInQueue predefined statistic
RStatCallsInTransition predefined statistic
RStatCost predefined statistic
RStatExpectedLoadBalance predefined statistic
.
RStatLBEWTLAA predefined statistic
RStatLoadBalance predefined statistic
S
Same queue(_BACK_
sample strategies
. . . . . . . . . . . . . . 22
saving a strategy
. . . . . . . . . . . . . . . 58
saving, default storage by tenant
Scheduler
. . . . . . . . . . . . . . . . . . 70
Scope in Variable list dialog box
Screen
. . . . . . . . . . . . . . . . . . . . 150
screen interaction
. . . . . . . . . . . . . . 149
Screen object
. . . . . . . . . . . . . . . 80
Screen object button
screen pops
. . . . . . . . . . . . . . . . . 70
Screen Segmentation object
Screen Segmentation object button
ScreenRuleMatch
. . . . . . . . . . . . . . 242
SData function
. . . . . . . . . . . . . . . . 479
sdata function
. . . . . . . . . . . . . . . . 469
security
. . . . . . . . . . . . . . . . . . . . 355
security banner message
security deployment guide
Segmentation
Screen
. . . . . . . . . . . . . . . . . . . 340
segmentation
ANI
. . . . . . . . . . . . . . . . . . . . 331
Business
. . . . . . . . . . . . . . . . . . 355
classification code
Date
. . . . . . . . . . . . . . . . . . . . 336
Day of the Week
. . . . . . . . . . . . . . 337
DNIS
. . . . . . . . . . . . . . . . . . . . 338
Generic
. . . . . . . . . . . . . . . . . . 339
Time
. . . . . . . . . . . . . . . . . .341
Segmentation object
Select statement
SelectDN function
. . . . . . . . . . . . . . 513
Selection object
Selection object button
SelectTargets function
Send E-Mail
. . . . . . . . . . . . . . . . . 150
Send E-Mail object
Send E-Mail object button
send to queue
. . . . . . . . . . . . . . . . 149
SendEvent function
SendRequest function
sensitive log data
. . . . . . . . . . . . . . . 544
Server Disconnected event
ServerStatus function
service factor
. . . . . . . . . . . . . . . . . 301
Service Level object
priority
. . . . . . . . . . . . . . . . . . . 304
service factor
. . . . . . . . . . . . . . . 301
Service level object
Service level object button
Service Objective
function
. . . . . . . . . . . . . . . . 370
Multi Attach object
PriorityTuning
. . . . . . . . . . . . . . . 511
Service Type
. . . . . . . . . . . . . . . . . 134
Multi Attach object
service_timeout option
Set default destination
Set Default Destination treatment
set functions
. . . . . . . . . . . . . . . . . 385
SetCallOption function
SetDNIS function
. . . . . . . . . . . . . . 404
SetDNISOverride
. . . . . . . . . . . . . . 404
SetHomeLocation function
SetIntegerKey function
SetInteractionAge function
SetLastError function
SetStatAdjustment function
SetStatUpdate
. . . . . . . . . . . . . . . . 343
SetStatUpdate function
SetStringKey function
SetTargetThreshold function
SetThreshold function
SetTranslationOverride function
SetTreatmentMode function
SetVQPriority function
Share Agent by Service Level Agreement
share agent by service level agreement routing
.
sharing strategies
. . . . . . . . . . . . . . .40
different environment
same environment
Short Message Service
Silence
. . . . . . . . . . . . . . . . . . . . .74
Silence object
. . . . . . . . . . . . . . . . .80
Silence treatment object
size limitation for key-value strings
sizing
. . . . . . . . . . . . . . . . . . . . . .23
skill
Best Fit
. . . . . . . . . . . . . . . . . . 297
Expression Builder
function
,
levels
. . . . . . . . . . . . . . . . . . . 297
number of agents with skill
objects in strategy
. . . . . . . . . . . . . . 86
reporting
. . . . . . . . . . . . . . . . . 462
statistics
. . . . . . . . . . . . . . . . . . 437
target type
. . . . . . . . . . . . . . . 319
virtual group
. . . . . . . . . . . . . . . . 430
virtual groups
. . . . . . . . . . . . . . . 433
skill expression
Reference Manual 697
Index as target
. . . . . . . . . . . . . . . . . . 323
creating
. . . . . . . . . . . . . . . . 84
excluding an agent
limitation
. . . . . . . . . . . . . . . . . . . 29
Multiskill function
performance
. . . . . . . . . . . . . . . . 556
predefined statistics
Route Interaction object
Selection routing object
Service Level Routing object
Skill Expression Builder
skill-based routing
. . . . . . . . . . . . . . 438
Aspect and Spectrum switches
reduced option
. . . . . . . . . . . . . . . 555
Workforce Management
skip_targets option
. . . . . . . . . . . . . . 568
SMS
. . . . . . . . . . . . . . . . . . . . . 149
creating standard responses for
SMS Gateway for Mdaemon
sms2email.com
. . . . . . . . . . . . . . . . 210
SOAP/XML
. . . . . . . . . . . . . . . . . . 659
soap_recv_timeout option
soap_retry_attempts option
soap_retry_timeout option
soap_send_timeout option
spaces in names
special access
. . . . . . . . . . . . . . . . 355
Spectrum switch and skill-based routing
Spectrum switch and skills routing
SQL queries
. . . . . . . . . . . . . . . . . 105
stacked calls
. . . . . . . . . . . . . . . . . 535
Standard level of logging
standard response
Stat Server agent targets
. . . . . . . . . . . . . . . 320
default
. . . . . . . . . . . . . . . . . . . 320
predefined statisics
URS issues
. . . . . . . . . . . . . . . . 622
StatAgentLoading
StatAgentLoading predefined statistic
StatAgentLoadingMedia predefined statistic
StatAgentOccupancy
StatAgentOccupancy predefined statistic
StatAgentsAvailable
StatAgentsAvailable predefined statistic
StatAgentsBusy
. . . . . . . . . . . . . . . 486
StatAgentsBusy predefined statistic
StatAgentsInQueueLogin predefined statistic
StatAgentsInQueueReady predefined statistic
. .
StatAgentsTotal
. . . . . . . . . . . . . . . . 486
StatAgentsTotal predefined statistic
StatAverageHandlingTime
StatCallsAnswered
. . . . . . . . . . . . . . 486
StatCallsAnswered predefined statistic
StatCallsCompleted
StatCallsCompleted predefined statistic
StatCallsInQueue
. . . . . . . . . . . . . . 486
StatCallsInQueue predefined statistic
StateCode function
StatEstimatedWaitingTime predefined statistic
.
StatExpectedWaitingTime predefined statistic
. .
statistic min/max value used in routing
Statistical
. . . . . . . . . . . . . . . . . . . 475
Statistical Days
Statistical functions
CallsDistributed
. . . . . . . . . . . . . . 469
CallsEntered
. . . . . . . . . . . . . . . 470
CallsWaiting
. . . . . . . . . . . . . . . . 470
ClearThresholds
DistributedPercentage
DistributedWaitingTime
GetAvgStatData
GetMinStatData
. . . . . . . . . . . . . . 474
InVQWaitTime
. . . . . . . . . . . . . . . 474
NotDistributedWaitingTime
PositionInQueue
ResetStatAdjustment
SData
. . . . . . . . . . . . . . . . . . . 479
SetStatAdjustment
SetStatUpdate
. . . . . . . . . . . . . . 482
SetThreshold
UseCapacity
. . . . . . . . . . . . . . . 486
statistics impact of invalid statistics on URS
persistent
. . . . . . . . . . . . . . . . . 623
pseudo
. . . . . . . . . . . . . . . . . . 630
returning value
. . . . . . . . . . . . . . 479
Stat Server
. . . . . . . . . . . . . . . . 622
that can be modeled
Statistics object
Statistics object button
statistics, pseudo
. . . . . . . . . . . . . . 630
StatLoadBalance
. . . . . . . . . . . . . . . 487
StatLoadBalance predefined statistic
StatSelectMax
. . . . . . . . . . . . . . . . 515
StatSelectMin
. . . . . . . . . . . . . . . . 515
StatServiceFactor predefined statistic
StatTimeInReadyState predefined statistic
Stop E-mail predefined queue
Stop Interaction
. . . . . . . . . . . . . . . 151
Stop Interaction object
Stop Interaction object button
Stop Processing predefined queue
storage locations by tenant
stored procedures
StrAsciiBreak function
StrAsciiTok
. . . . . . . . . . . . . . . . . . 489
698 Universal Routing 7.6
Index strategies applying Stat Server to
strategy
.rbn file
. . . . . . . . . . . . . . . . . . 41
Call Strategy object
components
. . . . . . . . . . . . . . . . . 41
creating
. . . . . . . . . . . . . . . . . . . 30
debugger
. . . . . . . . . . . . . . . . . . 34
developing
. . . . . . . . . . . . . . . . . . 28
linked nodes
. . . . . . . . . . . . . . . . 144
loading
. . . . . . . . . . . . . . . . . . . . 36
loading a strategy
. . . . . . . . . . . . . . 63
modifying
. . . . . . . . . . . . . . . . . . 57
packaging
. . . . . . . . . . . . . . . . . . 44
saving
. . . . . . . . . . . . . . . . . . . . 58
sharing
. . . . . . . . . . . . . . . . . . . . 40
storage location
. . . . . . . . . . . . . . . 59
troubleshooting
. . . . . . . . . . . . . . . 32
unpackaging
. . . . . . . . . . . . . . . . . 48
variable-driven
. . . . . . . . . . . . . . 31
strategy option
strategy samples
. . . . . . . . . . . . . . . 22
strategy sharing
.zcf file
. . . . . . . . . . . . . . . . . . . . 46
export.log file
. . . . . . . . . . . . . . . . 47
import.log file
. . . . . . . . . . . . . . . . 49
rules
. . . . . . . . . . . . . . . . . . . . . 50
strategy viewer
. . . . . . . . . . . . . . . . 96
strategy-linked nodes
StrChar function
. . . . . . . . . . . . . . . 490
StrGetChar function
string constant limitation
String Manipulation functions
Cat
. . . . . . . . . . . . . . . . . . . . . 488
StrAsciiBreak
. . . . . . . . . . . . . . . 489
StrAsciiTok
. . . . . . . . . . . . . . . . . 489
StrGetChar
. . . . . . . . . . . . . . . . 491
StrLen
. . . . . . . . . . . . . . . . . . . 491
StrReplace
. . . . . . . . . . . . . . . . . 491
StrStr
. . . . . . . . . . . . . . . . . . . 492
StrSub
. . . . . . . . . . . . . . . . . . . 492
StrTargets
. . . . . . . . . . . . . . . . . 492
StrToLower
. . . . . . . . . . . . . . . . 493
StrToUpper
. . . . . . . . . . . . . . . . 494
string subroutine parameters
StrLen function
. . . . . . . . . . . . . . . . 491
StrReplace function
StrStr function
. . . . . . . . . . . . . . . . 492
StrSub function
. . . . . . . . . . . . . . . . 492
StrTargets function
. . . . . . . . . . . . . . 492
StrToLower function
StrToUpper function
stuck calls
. . . . . . . . . . . . . . . . . . 535
subroutine
Call Strategy
. . . . . . . . . . . . . . . . 114
changing parameters
parameters
. . . . . . . . . . . . . . . . . 65
paramter formats
. . . . . . . . . . . . . . 66
subroutine samples
SuspendForDN function
SuspendForEvent function
SuspendForTreatmentEnd function
Switch Access Code
,
Switch to Strategy object
Switch to strategy object button
switching off features
switch-IR number translation configuration option for
symbols
. . . . . . . . . . . . . . . . . . 29
synchronous mode
Custom Server
. . . . . . . . . . . . . . 593
T
Table Access
. . . . . . . . . . . . . . . . . 411
tables (database)
. . . . . . . . . . . . . . 106
TApplyTreatment function
target clear
. . . . . . . . . . . . . . . . . . . . 289
list processing
. . . . . . . . . . . . . . . 130
same agent, different stat server
types in routing objects
variables
. . . . . . . . . . . . . . . . . . 88
target and busy treatment timeouts
Target Manipulation functions
BlockDN
. . . . . . . . . . . . . . . . . . 495
CCTExtractTargets
DeliverCall
. . . . . . . . . . . . . . . . 497
DeliverToIVR
GetRemoteAccessCode
IncrementPriority
KeepQueue
. . . . . . . . . . . . . . . . 502
Priority
. . . . . . . . . . . . . . . . . . 507
PriorityTuning
. . . . . . . . . . . . . . . 509
RouteCall
. . . . . . . . . . . . . . . . . 512
Routed
. . . . . . . . . . . . . . . . . . 513
SelectDN
. . . . . . . . . . . . . . . . . 513
SetTargetThreshold
SetVQPriority
. . . . . . . . . . . . . . . 518
SuspendForDN
. . . . . . . . . . . . . . 519
SuspendForTreatmentEnd
Translate
. . . . . . . . . . . . . . . . . 520
target selection
target type
ACDQueue
. . . . . . . . . . . . . . . . 318
agent
. . . . . . . . . . . . . . . . . . . 318
agent group
. . . . . . . . . . . . . . . . 318
available types
. . . . . . . . . . . . . . 485
campaign
. . . . . . . . . . . . . . . . . 318
Destination Label
non-configured DN
place
. . . . . . . . . . . . . . . . . . . 318
Reference Manual 699
Index place group
. . . . . . . . . . . . . . . . 318
queue group
. . . . . . . . . . . . . . . . 319
routing point
. . . . . . . . . . . . . . . . 319
skill
. . . . . . . . . . . . . . . . . . . . 319
variable
. . . . . . . . . . . . . . . . . . 319
TargetComponentSelected function
TargetObjectSelected function
targets_order option
TargetSelected function
tenant report_targets option
tenant storage locations for rbn
Text to speech
. . . . . . . . . . . . . . . . 74
Text to speech and collect digits
Text to speech and collect digits object
Text to speech and Collect digits treatment
Text to speech object
Text to Speech treatment
TGetAccessNumber
TGiveMusicTreatment function
TGiveRingBackTreatment function
TGiveSilenceTreatment function
third party server message types
Third-Party Server
. . . . . . . . . . . . . . 108
Threshhold parameter
threshold expression
threshold, relevancy
ThresholdDestination option
ThresholdGroup option
ThresholdSwitch option
Time function
. . . . . . . . . . . . . . . . . 416
Time object
Time object button
. . . . . . . . . . . . . . 75
time segmentation internationalization
time standard
. . . . . . . . . . . . . . . . . 414
time zone
. . . . . . . . . . . . . . . . . . . 341
TimeDifference function
TimeInZone function
Timeout function
. . . . . . . . . . . . . . . 463
timeout in IRD
. . . . . . . . . . . . . . . . 591
timeout information in Busy tab
timeouts busy treaments
. . . . . . . . . . . . . . 326
TimeStamp function
T-Library functions
EventRouteRequest
,
EventTreatmentEnd
TApplyTreatment
TGiveMusicTreatment
TGiveRingBackTreatment
TGiveSilenceTreatment
toll-free number Lists
tools_tuneup option
Trace Mode
. . . . . . . . . . . . . . . . . . 598
Trace On command
Trace View command
Trace-level logs
. . . . . . . . . . . . . . . 644
transfer_time option
transfer_to_agent option
transit_dn option
. . . . . . . . . . . . . . . 573
transition_time option
Translate
. . . . . . . . . . . . . . . . . . . 520
Translate function
. . . . . . . . . . . . . . 520
transtion_time option
Treatment objects
Busy
. . . . . . . . . . . . . . . . . . 344
Cancel call
. . . . . . . . . . . . . . . . 345
Collect digits
. . . . . . . . . . . . . . . 345
defined
. . . . . . . . . . . . . . . . . . 355
Delete User Announcement
Fast busy
. . . . . . . . . . . . . . . . . 346
IVR
. . . . . . . . . . . . . . . . . . . . 346
Music
. . . . . . . . . . . . . . . . . . . 348
Pause
. . . . . . . . . . . . . . . . . . . 348
Play Announcement
Play Announcement/Collect Digits
Play Application
. . . . . . . . . . . . . . 349
RAN
. . . . . . . . . . . . . . . . . . . . 350
Record user announcement
Ringback
. . . . . . . . . . . . . . . . . 352
Set Default Destination
Silence
. . . . . . . . . . . . . . . . . . 352
Text to Speech
. . . . . . . . . . . . . . 352
Text to Speech and Collect digits
Verify Digits
. . . . . . . . . . . . . . . . 353
treatment_delay_time option
troubleshooting
strategies
. . . . . . . . . . . . . . . . . . 32
URS and Stat Server
TRoute function
. . . . . . . . . . . . . . . 420
T-Server errors
. . . . . . . . . . . . . . . . 528
T-Server protocol for e-mails
turning off features
. . . . . . . . . . . . . . 555
Type in Variable list dialog box
typographical styles
U
UData function
. . . . . . . . . . . . . . . . 397
UDataINT function
Universal Callback Server
Universal Contact Server
Universal Contact Server Database
Universal Contact Server database
Universal Routing Server counters
. . . . . . . . . . . . . . . . . . 607
efficiency
. . . . . . . . . . . . . . . . . 555
function compatibility
functions
. . . . . . . . . . . . . . . . . 359
log events
. . . . . . . . . . . . . . . . . . 23
700 Universal Routing 7.6
Index number translation
objects
. . . . . . . . . . . . . . . . . . . . 61
options
. . . . . . . . . . . . . . . . . . . 523
Stat Server dependencies
strategies
. . . . . . . . . . . . . . . . . . 25
unix_socket_path option
unloaded_cdn option
unpackaging a strategy
Update Contact
. . . . . . . . . . . . . . . . 151
Update Contact object
Update Contact object button
Update function
. . . . . . . . . . . . . . . 398
Update record object
Update Record object button
UpdateBusinessData function
UpdateInteractionData function
UpdateScript function
updating strategies
. . . . . . . . . . . . . . 57
use_agent_capacity option
use_agentid option
. . . . . . . . . . . . . . 578
use_dn_type option
use_extrouter option
use_extrouting_type option
use_ivr_info option
. . . . . . . . . . . . . . 581
use_parking_threshold option
use_service_objective option
use_translation option
UseAgentState function
UseAgentStatistics function
UseCapacity function
UseCustomAgentType function
UseCustomDNType function
UseCustomPlaceType function
UseDNType function
UseMediaType function
User Data
. . . . . . . . . . . . . . . 196
Attach function
. . . . . . . . . . . . . . . 384
attaching header fields
AttributeUserData example
BusinessData function
Chat Transcript object
GetCustomerSegment function
GetServiceObjective function
GetServiceType function
Interaction Concentrator
InteractionData function
InteractionDataINT function
LBR_DEST key
. . . . . . . . . . . . . . 559
Proactive Routing
report_reasons option
report_statistics option
report_targets option
SendEvent function
SendRequest function
UData function
. . . . . . . . . . . . . . . 397
User Data for e-mail
UsernameTokenDigest
UsernameTokenText
using option
. . . . . . . . . . . . . . . . . 584
UTC
. . . . . . . . . . . . . . . . . . . . . 414
UTCAdd function
. . . . . . . . . . . . . . . 417
UTCFromString function
UTCToString function
utility subroutines
. . . . . . . . . . . . . . 360
V validate option
. . . . . . . . . . . . . . . . 584
variable target type
variables assigning in Function object
assigning values
. . . . . . . . . . . . . . 90
in a strategy
input and output
. . . . . . . . . . . . . . . 65
objects and expressions
pseudo statistics
quotes
. . . . . . . . . . . . . . . . . . . . 92
routing rules
. . . . . . . . . . . . . . . . . 88
scope
. . . . . . . . . . . . . . . . . . . . 93
specification
. . . . . . . . . . . . . . . . . 92
specifying in dialog boxes
type
. . . . . . . . . . . . . . . . . . . . . 93
verbose option
. . . . . . . . . . . . . . . . 585
verification_time option
verification_time_agent option
verification_time_dn option
verifications
. . . . . . . . . . . . . . 555
Verify digits
. . . . . . . . . . . . . . . . . . .74
Verify digits object
. . . . . . . . . . . . . . .81
Verify Digits treatment
version numbering document
. . . . . . . . . . . . . . . . . . 20
version of URS, function compatibility
virtual agent group
virtual queue call restoration and stacked calls
DNIS
. . . . . . . . . . . . . . . . . . . 365
parameter for next event
routing objects
. . . . . . . . . . . . . . 316
variable or string
virtual queue definition
virtual routing points
Voice Callback
. . . . . . . . . . . . . . 31
Voice Treatment objects
VQSelected function
W wait time
predicted
. . . . . . . . . . . . . . . . . 617
Reference Manual 701
Index
StatEstimatedWaitingTime
StatExpectedWaitingTime
virtual queue
. . . . . . . . . . . . . . . . 372
wait time announcement
waiting interactions
. . . . . . . . . . . . . . 479
waiting time
. . . . . . . . . . . . . . . . . . 575
Warm Standby
Web Service object
Web Service object button
Web services configuring URS for use with
Week segmentation object
Where clause
. . . . . . . . . . . . . . . . . 105
wizard
. . . . . . . . . . . . . . . . . . . . 101
database
. . . . . . . . . . . . . . . . . . 101
Workbin
. . . . . . . . . . . . . . . . . . . 151
Workbin object
. . . . . . . . . . . . . . 81
Workbin object button
workflow view
. . . . . . . . . . . . . . . . 140
Workforce Management
Workforce object
Workforce object button
working directory
. . . . . . . . . . . . . . . 57
Working directory for IRD
write access
. . . . . . . . . . . . . . . . . 355
X xml_log_file option
. . . . . . . . . . . . . . 532
XML-based messages
702 Universal Routing 7.6
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Key features
Comprehensive coverage of Universal Routing features
Detailed instructions for configuring and managing strategies
Troubleshooting guide and glossary of terms
Extensive index for easy navigation
Frequently asked questions
Universal Routing is a powerful software application that allows you to manage and route customer interactions across multiple channels, including voice, email, chat, and web.
The manual provides detailed step-by-step instructions on how to create routing strategies using the Interaction Routing Designer. You can define routing rules, use business rules, and configure variables to create custom strategies that meet your specific business needs.
The manual includes a troubleshooting guide and a section on error codes that can help you identify and resolve common routing problems.
User questions
John L.
How can I access the StatTimeInReadyState value in Genesys?
No votes
To determine how to access this value, please specify the Genesys product and feature you are using.
