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

shows

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

passed to the subroutine (see

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

, or more input parameters and return

, or more output parameters. The number of input parameters do not have to equal the number of output parameters. The number

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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

and objects.

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

function (see

page 497

) and error

0003 Treatment in progress

(see

page 497

)

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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:

“SetLastError” on

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

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

Functions,” on

page 359

are grouped alphabetically by function Type (see

Figure 63 on

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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Chapter 2: Interaction Routing Designer Objects Miscellaneous Objects

122

Figure 64: If Expression Properties Dialog Box

You can create expressions using Interaction Data (see

page 69

Business

Attributes

(see

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

DelimitTargetList

MakeAgentNotReady

RedirectCall

(uses function “SendRequest” on

page 446

)

RedirectCallMakeNotReady

(uses function “SendRequest” on

page 446

)

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

), three of the six

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.

Click the

Definition tab.

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Note that the macro also uses the IRD SendRequest function (see

Figure 67

Reference Manual

Figure 67: MakeAgentNotReady Macro, Definition Tab

The function “SendRequest” on

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

Note the

Macro's body

area in the

Macro Definition

tab (see Figure 67 on

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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Under

Macro's body

, note the queue

parameter. It maps to the queue parameter defined in the

General

tab (see Figure 66 on

page 124

) as a

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

window (see Figure 3 on

page 27

), under

Miscellaneous objects, click the button for the Macro object (see Figure 57 on

page 113

Place the Macro object in your strategy.

Double-click to open its properties dialog box.

Select

MakeAgentNotReady

Enter a value for the queue

parameter.

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

dialog box (see Figure 67 on

page 125

) has a

Complex Macro

check box. IRD supplies one predefined complex macro,

ComplexSample

(see

Figure 70

128

Figure 70: ComplexSample Predefined Macro, General Tab

With the exception of

ComplexSample

, all the other predefined macros (see

Table 13 on

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

Builder (see Figure 37 on

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

“SendRequest” on

page 446

for more informationand well as information on custom macros.

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Chapter 2: Interaction Routing Designer Objects Miscellaneous Objects

DelimitTargetList Macro

Note the

DelimitTargetList

macro in Figure 65 on

page 123

Figure 72

shows

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

dialog box (see Figure 39 on

page 89

). The

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

and “Requested

Skills” on

page 133

Figure 74: MultiAttach Object, Requested Skills Option

•

Attach

Business Attributes

(see

page 94

) to the interaction, such as

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

option (see Figure 74 on

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

(see Figure 75 on

page 132

) lets you assign

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

and “Update” on

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

for more information.

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

dialog box (see Figure 75 on

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:

•

GetCustomerSegment (see

page 391

)

•

GetServiceType (see

page 392

)

•

GetMediaType (see

page 391

)

•

FindServiceObjective (see

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

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

VISA’s borrowing/lending conditions that apply to the DISCOVERY agent group.