Multimedia Objects. Genesys 7.6 Reference Manual

Identify Contact

(

page 219 )

MultiScreen

(

page 223 )

Queue Interaction

(

page 282 )

(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.

Reference Manual 149

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Table 16: Summary of Multimedia Objects (Continued)

Name Purpose Strategy-Linked

Nodes

(

Redirect E-Mail

page 230

Reply E-Mail from

External Resource

(

page 234 )

), Route Interaction (see

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

page 284 )

(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 (

page 239 )

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

(

page 244 )

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.

150 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Table 16: Summary of Multimedia Objects (Continued)

Name

Stop Interaction

(

page 249 )

Update Contact

(

page 252 )

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.

Workbin ( page 307 )

(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

) or Workbin (see

page 307

This section now continues with a discussion of each Multimedia object.

Reference Manual 151

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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.

152

Figure 85: Acknowledgement Object, General Tab

Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

folder. (see

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

Figure 85 on

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

Reference Manual 153

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Figure 88: E-mail Server Java and Output Queue in a Business Process

Use the information in

Table 17

to complete the fields in the

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.

154 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

Figure 87 on page 153

) or category (such as Bobs_Books or books in

Figure 87 on page 153

) 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

Contact” on page 219 .

Note: This pane does not appear in E-Mail mode.

Select the check box if the Acknowledgement e-mail should attach the original message.

Reference Manual 155

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

“Field Codes and Custom

Variables”

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.

156 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

Reference Manual 157

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Figure 90: Knowledge Manager Edit Field Code Dialog Box

You can use the

Field codes

area in the

E-mail Acknowledgement Receipt

Properties

dialog box (see Figure 85 on

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

158 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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.

Reference Manual

Figure 91: Acknowledgement Object Format Tab

159

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Use the information in

Table 18

to complete the fields in the

Format tab.

Table 18: Format Tab

Parameter

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

(

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

(see

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

Figure 45 on

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.

160 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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.

Reference Manual

Figure 92: Select Addresses Dialog Box

Use the information in

Table 19

to complete the

Select Addresses dialog box.

161

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Table 19: Select Addresses Dialog Box

Parameter

E-mail

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

already be created (see “Variables in Objects and Expressions” on page 88

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

Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Use the information in

Table 20

to complete the

Result t

ab (see Figure 93 on

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

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

Figure 93

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

Reference Manual 163

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

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

164 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

Reference Manual 165

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

dialog box shown in

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.

166 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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.

Reference Manual 167

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

•

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

folder (see

Figure 97

168 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

Reference Manual 169

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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.

170 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Table 24: Attach Categories Object, General Tab (Continued)

Parameter

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.

Reference Manual 171

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

Standard responses (see

Figure 100

Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

folder. (see

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

objects in

Figure 102

Reference Manual 173

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Figure 102: E-mail Server Java and Output Queue in a Business Process

Use the information in

Table 25

to complete the fields in the

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.

174 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

in Figure 87 on page 153

) or category (such as Bobs_Books or books in

Figure 87 on page 153

) 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.

Reference Manual 175

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

to complete

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.

176

Figure 103: Autoresponse Object Result Tab

Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

page 255

lists each object and indicates when an option does not apply.

page 163

shows the properties dialog box for the Autoresponse object with

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

message (see Table 27 on

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

Reference Manual 177

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

Retry

178 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

the 6.x Compatible mode selected.

Reference Manual 179

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

dialog box shown in

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.

Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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.

Reference Manual 181

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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).

The agent gets a preview screen (“screen pop”).

The agent contacts the customer using the chat application within the

Genesys Desktop.

182 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Customer accepts the chat session.

At the end of the session, the customer requests a transcript of the session, which can be sent via e-mail.

The agent conducting the chat session requests that the chat transcript be sent to the customer.

Chat Transcript General Tab

Figure 106

automated reply (see Figure 87 on page 153 ). Standard responses are

General tab of the dialog box that opens when you click the Chat Transcript button and place the object in your strategy.

Reference Manual

Figure 106: Chat Transcript Dialog Box, General Tab

183

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

key for the customer’s e-mail address. See “Special

Note on Use UserData Field”

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).

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.

An agent can manually perform the Attach UserData action on the desktop with the

key.

184 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Warning!

If none of these actions are performed and instead you use the

Genesys Multimedia default settings, the

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

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

From

, and

Subject areas in the response e-mail to the

customer.

Figure 107

Format tab for Chat Transcript.

Reference Manual

Figure 107: Chat Transcript Object, Format Tab

185

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Use the information in

Table 30

to complete the

Format tab.

Table 30: Chat Transcript Format Tab

Parameter

From

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

page 255

lists each object and indicates when an option does not apply.

Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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 (

Knowledge Manager (see Figure 96 on

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

Reference Manual 187

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

188 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

(see “Classify” on

page 334

) or use them to select a Standard Response. You can also manually assign classification categories using the Attach Categories

object (see

page 168

Note:

If your site’s categories are not yet defined in Knowledge Manager (see

Figure 96 on

page 168

), you may wish to use the Screen object, which

performs word matching (see

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

in Table 33 on

page 191

), the results are

processed based on the option you select in the

Result

tab (see Figure 112 on

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).

See “Event3rdServerFault” on

page 194

for more information.

Classify General Tab

Figure 109

deliverable” category in Knowledge Manager (see Figure 96 on

General tab.

Reference Manual 189

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

190

Figure 109: Classify Object, General Tab

Use the information in

Table 33

to complete the

General tab in the

Classify dialog box.

Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Table 33: Classify Object, General Tab

Parameter

Classification

Root

Confidence

Get classified data from

All Tree

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

Root in Figure 110 on

page 192

are

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

192 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

tab (see Figure 112 on

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

Cooking

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.

Reference Manual 193

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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-

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.

194 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

page 255

lists each object and indicates when an option does not apply.

page 163

(see “User Data” on page 143 ). The value of User Data that corresponds to

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.

Reference Manual 195

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

“User Data” on page 143

). 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.

196 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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.

Reference Manual 197

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

page 255

lists each object and indicates when an option does not apply.

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:

198 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

•

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.

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 (

returned uses the fault codes shown in

page 142

). Any fault message

Table 37

Reference Manual 199

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

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

200 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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.

Reference Manual

Figure 114: Create Email Out Properties Dialog Box

201

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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.

202 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

page 255

lists each object and indicates when an option does not apply.

page 163

information in the “Field Codes and Custom Variables” on page 156 section

Result tab in the

CreateE-mailOut Properties dialog box.

Returned Results for the Create Email Out Object

The results returned will be either

Event3rdServerResponse

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.

Reference Manual 203

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

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

204 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

The identifier for the tenant is invalid

Retry

The application has no tenant specified

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.

Reference Manual 205

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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.

206 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Table 41: Create Notification, General Tab (Continued)

Parameter

Select source of standard response text

Address

Include original message into reply

Field codes

Description

Responses.

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

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

page 255

lists each object and indicates when an option does not apply.

Reference Manual 207

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

page 163

information in the “Field Codes and Custom Variables” on page 156 section

Result tab in the

Create Notification Properties dialog box.

Returned Results for the Create Notification Object

The results returned will be either

Event3rdServerResponse

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

208 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

Reference Manual 209

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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.

210 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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.

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.

Reference Manual 211

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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.

212 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

page 255

lists each object and indicates when an option does not apply.

page 163

that has been configured in Configuration Manager (see Figure 45 on

Result tab in the

Create SMS Properties dialog box.

Returned Results for the Create SMS Object

The results returned will be either

Event3rdServerResponse

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

Reference Manual 213

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

214 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

The application has no tenant specified

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

) if there you do

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.

Reference Manual 215

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Figure 117: Forward E-Mail Dialog Box

The

Address f ield enables you to select an

E-mail Accounts Business

Attribute

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

216 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

Retry

Connection to database failed Retry

Reference Manual 217

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

The application has no tenant specified

Retry

Forward E-Mail Format Tab

You can customize the

To, From

, and

Subject areas in the Standard Response

e-mail.

Figure 118

information (see “Last Agent Routing” on

Format tab for the Forward E-Mail object.

218

Figure 118: Forward E-Mail Object Format Tab

Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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.

Reference Manual 219

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

Table 52

for the user data that is returned if you select this option.

220 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

page 255

lists each object and indicates when an option does not apply.

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 (

The MultiScreen object works similarly to the Screen object (see

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

, 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

returned, as shown in

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.

Reference Manual 221

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Table 52: Identify Contact Object Returned User Data (Continued)

Key

PreferredAgent_EmployeeID

EmailAddress

PhoneNumber

FirstName

LastName

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

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

222 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

page 239

Both objects request Classification Server to filter interactions for specific words or word patterns based on a Screening Rule. The difference between

Reference Manual 223

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

select it from the dropdown list. For a use case, see “Getting Screening

General tab of the

MultiScreen Properties

dialog box.

224

Figure 120: MultiScreen Properties Dialog Box, General Tab

Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

Figure 120 on page 224

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

Reference Manual 225

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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.

226 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

Use the information in the note on See “Screening Rule Match Examples” on

Result tab of the

MultiScreen Properties dialog box.

Reference Manual

Figure 121: MultiScreen Properties Dialog Box, Result Tab

227

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

(see Figure 127 on page 242

), 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

Match Examples” on page 240

Note:

Universal Routing Strategy Samples provides an example strategy that uses MultiScreen.

228 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

tab (see Figure 120 on

page 224

), then there will be no

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

) or an

Event3rdServerFault

message (see Table 57 on

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

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"

Reference Manual 229

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

•

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.

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:

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

from Configuration Manager (see Figure 45 on page 96 ) that can be used for

Redirect EMail properties dialog box.

Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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.

Reference Manual 231

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

Redirect E-Mail Format Tab

You can customize the

From

, and

Subject areas in the Redirect E-Mail

object.

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 (

This object works with the Forward E-Mail object (see

page 142

232 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

‘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

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

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

Reference Manual 233

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

Configuration Manager.

page 215

). It takes the

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

described on

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.

Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

•

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

) in the routing strategy, go

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.

235

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

page 234

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

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

‘incorrect name’. Invalid

‘address’

The address or the domain is invalid

Missing parameter name One parameter is missing

Exit from strategy

236 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

Reference Manual 237

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

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

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

238 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

Reference Manual 239

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

(see Figure 45 on

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.

240 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

Figure 125 on page 239

). 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.

Reference Manual 241

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

Use the information in the note on “Screening Rule Match Examples” on

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

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.

242 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

Figure 127 on page 242 .

Click the button to add a new entry ( ).

Under

Variable

(see Figure 127 on page 242

), 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

Match Examples” on page 240

Returned Results for the Screen Object

The results returned will be either an

Event3rdServerResponse

message (see

Table 64 on

page 242

) or a fault message (

Event3rdServerFault) using the fault codes listed in

Table 66

Reference Manual 243

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

objects. Table 74 on

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

(see Figure 128 on page 245

Send E-Mail properties dialog box.

244 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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.

245

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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.

246 Universal Routing 7.6

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

, see

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

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

No valid From address in the e-mail

Route to agent or supervisor

Reference Manual 247

Chapter 2: Interaction Routing Designer Objects Multimedia Objects

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

Send E-Mail Format Tab

You can customize the

From

, and

Subject areas in the response e-mail to the

customer.

Figure 129