Chapter 2: Interaction Routing Designer Objects Strategy-Building Objects
Strategy-Building Objects
IRD provides different categories of strategy-building objects. In toolbar order, the categories are:
•
Voice Treatments (see
) to apply busy treatments and mandatory
actions, such as a recorded announcement.
•
Data and Services (see
) for searching the database for information and sending interactions to external resources.
•
Segmentation (see
) for making incoming interactions take different paths.
•
Routing (see
) for target selection.
•
Miscellaneous (see
) to perform miscellaneous operations.
•
Multimedia (see
) to control how non-voice interactions should be routed.
•
Outbound (see
) 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
).
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: 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
).
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
object (see
) or a Miscellaneous object (see
).
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
shows the icons on the toolbar for each strategy-building object category.
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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.
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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
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
for more information.
Buttons for Data and Services
shows the buttons that come into view when you click the Data and
Services icon.
74
Figure 30: Buttons for Data and Services Objects
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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.
See “Data and Services” on
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
for more
information.
You can use the Web Service object to access Web Services. See “Web
Service” on
for more information.
Buttons for Segmentation Objects
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
(Figure 37 on
)), Date, Time, Day of the Week, ANI (originating
phone), DNIS (number dialed), Business, Classify, and Screen. See “Routing
Objects” on
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
).
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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
for more information.
Buttons for Miscellaneous Objects
Clicking the fifth button on the objects toolbar reveals buttons for various
types of Miscellaneous operations (see
).
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
for more
information.
Buttons for Multimedia Objects
Click the Multimedia icon to reveal buttons for objects used in routing non-
voice interactions (see
).
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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
for more information.
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
).
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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
.
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Chapter 2: Interaction Routing Designer Objects Strategy-Building Objects
Alphabetical List of Strategy-Building Objects
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
189
334
345
77
344
114
345
182
113
168
171
355
Page
152
257
331
100
336
337
195
201
205
210
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
122
131
131
223
219
121
346
305
348
348
280
348
278
215
120
339
116
119
108
346
Page
278
346
338
261
119
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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
352
305
249
306
287
244
292
352
352
353
341
252
352
284
239
340
351
230
234
267
Page
349
349
264
282
350
80 Universal Routing 7.6
