Chapter 2: Interaction Routing Designer Objects Using Objects in Strategies
•
The If (see
) and Assign objects (see
), where you can
select
Business Attributes
when constructing an
If statement.
•
Certain Function object (see
) functions use
Business Attributes
, including the Attach (see
), Update (see
), and
UpdateBusinessData (see
) functions.
•
The MultiAttach Miscellaneous object (
), where you can attach
Business Attributes
to interactions (see Figure 75 on
).
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: Strategy-Building Objects
(
Data and
Services
Objects
Miscellaneous
Objects
Database
Wizard
(page
page 101 )
External
Service
( page 108
)
Web
Service
page 112 )
Assign
( page 113 )
Call
Subroutine
( page 114 )
Error
Segmentation
( page 116 )
Multimedia
Objects
Acknowledgement
( page 152
)
Attach
Categories
( page 168
)
Outbound
Objects
Add
Record
( 257 )
Do Not
Call (
261 )
(
Routing
Objects
Default
page 278
Force
Routing
(
page 278 )
Autoresponse
(see
page 171 )
Processed
( 264 )
Load
Balancing
(
page 279 )
)
Redirect E-
Mail
( page 244
)
(
Segmentation Objects
ANI
page 331
)
Voice
Treatment
Objects
Busy
(
page 344 )
Business
( page 332
)
Classify
( page 334
)
Cancel Call
(
page 345 )
Collect Digits
(
page 345 )
Ringback
(
page 352 )
98 Universal Routing 7.6
Chapter 2: Interaction Routing Designer Objects Using Objects in Strategies
Table 7: Strategy-Building Objects (Continued)
Data and
Services
Objects
Miscellaneous
Objects
Entry
( page 119 )
Multimedia
Objects
Chat
Transcript
( page 182
)
Outbound
Objects
Resched-
ule ( page
267
)
Routing
Objects
(Continue
Percentage
(
page 280 )
Exit
( page 119 )
Segmentation Objects
(Continued)
Voice
Treatment
Objects
Date
( page 336
)
Day of Week
(see
page 336 )
Delete User
Announcement
(
page 346 )
Fast Busy
(
page 346 )
Function
( page 120
)
If
( page 121
)
Multi-
Assign
( page 131
)
Multi-
Attach
( page 131
)
Macro
( page 122
)
(
Classify
page 189
)
Create Email
Out
( page 201
)
Create
Interaction
( page 195
)
Create
Notification
( page 205
)
Create SMS
( page 210
)
Update
Record
( page 269
)
Queue
Interaction
(
page 282 )
Route
Interaction
(
page 284 )
Selection
(
page 287 )
(
(
Service
Level
page 292
Statistics
page 305
)
)
Forward E-
Mail
( page 215
)
Switch-to-
Strategy
(
page 306 )
DNIS
( page 338
)
Generic
( page 339
)
Screen ( page
340 )
Time
( page 341
)
IVR
(
page 346 )
Music
(
page 348 )
Pause
(
page 348
Multi-
Function
( page 137
)
Identify
Contact ( page
219 )
MultiScreen
( page 223
)
Reply E-Mail from External
Resource
( page 234
)
Workbin
(
page 307 )
Workforce
(
page 312 )
Play
Announceme nt (
page 348 )
Play
Announcement and
Collect Digits
(
page 349 )
Play
Application
(
page 349 )
RAN (play recorded announce.)
(
page 350 )
Record User
Announcement
(
page 351 )
Reference Manual 99
