VCB Configuration Objects. Genesys 7.1
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Chapter
2
VCB Configuration Objects
This chapter describes the configuration objects you must define in the
Framework Configuration Manager to enable VCB functionality. This chapter includes these sections:
General Configuration, page 11
z z
z z
General Configuration
As an option of Universal Routing, VCB works closely with Enterprise
Routing (ER) or Network Routing (NR) to perform many of its functions. ER or NR must already be configured and installed in order to use the Voice
Callback option.
Routing Points and Virtual Routing Points
The central component in VCB configuration is a Routing Point (RP) or
Routing Queue. For VCB to function on a RP, you must, at minimum, supply values for the Calling List, and Virtual Routing Point (VRP) on the
Annex
tab of the
Properties dialog box for an RP DN.
Figure 1 on page 12 shows a sample VCB configuration with the Routing
Point as the central component.
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Chapter 2: VCB Configuration Objects General Configuration
Application
(UCBServer)
Options Tab
• call_answer_type_recognition
• call_record_on_desktop_timeout
• call_transfer_type
• call_wait_agent_connected_timeout
• call_wait_connected_timeout
• call_wait_in_queue_timeout
• call_wait_original_establish_timeout
• delivery_mode
• main_timer_interval
• urs_treatment_mode
etc.
Connections Tab
Connections Tab
Application
(Contact Server)*
Application
(Stat Server)*
Application
(T-Server)
Application
(CPD-Server)*
Name match
Application
(DB-Server)
Format** Calling List
Switch
DN
(Routing Point)
Annex Tab
• term_dn
• vrp
• vrp_location
• delivery_mode
• urs_treatment_mode
DB Access Point
Table Access
Point
Treatment
Name match
DN
(Virtual Routing Point)
* - Optional component
** - Any format can be used
Figure 1: Sample Configuration
The options you must configure for VRPs are described in the vrp
option description on
page 38 . For complete configuration procedures, see “Routing
Points” and “Virtual Routing Points” in the Voice Callback Deployment Guide.
VCB and T-Server
TServer
events enable the communication among the components which comprise the VCB solution. All required T-Servers must be in the
Connections tab of the VCB Application object.
IVR and Agent Desktop
A Genesys-compatible Interactive Voice Response (IVR) product and an
Agent Desktop product can be used to support VCB. You can find configuration information for these software products in the specific product documentation.
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Chapter 2: VCB Configuration Objects Calling List Object
Universal Callback Server and VCB-Related Objects
Universal Callback Server is the main component of Voice Callback. This chapter focuses on the configuration of the Universal Callback Server and the objects that support it.
Calling List Object
In VCB, the Calling List table provides persistent storage for callback data.
The Calling List table is autogenerated when the Universal Callback Server starts. The table structure of the Calling List is hardcoded; however, since the format is a mandatory attribute of a Calling List, this field should be defined when the Calling List object is being configured. Use the default format. See
“Table Access Object” section below.
For more information on persistent storage for callback data, see Chapter 7 on page 93
.
Location: Calling
List Object
The Calling List object is defined in this location:
Configuration Manager: <tenant_name>, Calling Lists folder
Table Access Object
Table Access objects define the relationship between calling lists, special lists, formats, and the database. They describe database tables of a specified format and explain how these tables can be accessed through Database Access Points.
You can select a predefined Table Access object or create a new Table Access object. (See the Voice Callback Deployment Guide for these procedures.) The following section provides detailed information about the properties of the
Table Access object.
In VCB, the Table Access object is used for Calling List and Black List configuration. See further information on Black List configuration in the Voice
Callback Deployment Guide.
Table Access Object—General Tab Fields
Location: Table
Access Object
Configure Table Access Object—General Tab Fields in this location:
Configuration Manager: <tenant_name>, Table Access object, Table Access Properties dialog box, General tab
Name
Default Value:
Table Access
Valid Value:
<string>
Changes Take Effect: Immediately
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Chapter 2: VCB Configuration Objects Table Access Object
Required parameter referring to the name of the Table Access object. The length is not fixed. This value must be unique within the tenant.
Table Type
Default Value:
Unknown Table Type
(See Note below.)
Valid Value:
Calling List
Changes Take Effect: Immediately
Required parameter referring to type of table in the database.
Note:
Configuration Manager does not recognize the default value; therefore, you must select a different value for this object. Always select
Calling
List
. Once you specify
Calling List
, you cannot change this value.
Description
Default Value: No default value
Changes Take Effect: Immediately
Optional parameter giving a brief description of the Table Access object.
DB Access Point
Default Value: No default value
Changes Take Effect: Immediately
Required parameter referring to the Database Access Point through which the table can be accessed. Use the
Browse
button to locate an existing object.
Format
Default Value: No default value
Changes Take Effect: Immediately
Required parameter referring to the name of the format applied to this table.
Once it is specified, it cannot be changed. Use the
Browse button to locate an existing value.
Database Table
Default Value: No default value
Valid Value:
<string>
Changes Take Effect: Immediately
Required name of the table in the database where the calling list for VCB is stored. This table provides persistent storage for callback-related data.
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Chapter 2: VCB Configuration Objects Treatment Object
State Enabled
Default Value: Check mark indicating enabled
Valid Value: Check box can be checked or unchecked.
Changes Take Effect: Immediately
Required parameter which has a check box indicating the current state of the object. For VCB to function properly, the state needs to be enabled (check box checked).
Treatment Object
A treatment is an action you can apply to any call result.
Location:
Treatment Object
Configure the Treatment object in this location:
Configuration Manager: <tenant_name>, Treatment object, Treatment Properties dialog box
Treatment Object—General Tab Fields
Location: General
Tab Fields
Configure Treatment Object—General Tab Fields in this location:
Configuration Manager: <tenant_name>, Treatment object, Treatment Properties dialog box, General tab
Name
Default Value:
<Treatment>
Valid Value:
<string>
Changes Take Effect: Immediately
Required name of the treatment. It must be unique within the tenant.
Tenant
Automatically populated by the system if the Treatment object folder is a subdirectory of
<Tenant>
.
Description
Default Value: No default value
Valid Value:
<string>
Changes Take Effect: Immediately
Optional description of the selected treatment.
Call Result
Default Value:
Unknown Call Result
Valid Value: See note below.
Changes Take Effect: Immediately
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Chapter 2: VCB Configuration Objects Treatment Object
Note:
The Configuration Manager does not recognize the default value; therefore, you must select a different value for this object.
shows the valid values for the call result.
Required parameter where you must assign an
Apply-to-Record
action to each call result for treatments to apply.
Table 1: Call Result Values
Call Result Value
Abandoned Call dropped by called party
Agent CallBack Error N/A
Description
All Trunks Busy
Answer
Answering Machine
Detected
Busy
Dial Error
Dropped
Fax Detected
No free trunks on the switch for dialing a call
Customer was reached at the dialed phone number.
Answering machine was detected at the dialed phone number.
Dialed phone number was busy.
Hardware error from a Dialogic board
Call dropped by calling party. Usually N/A for callback.
Fax machine was detected at the dialed phone number.
General Error General error occurs when a call is not completed, possibly caused by an invalid telephone number in the record or a wrong number according to the switch.
Group CallBack Error N/A
No Answer
No Dial Tone
No Free Port
No Port Available
NU Tone
OK
Pager Detected
Ring without answer at destination
Absence of dial tone is based on an error returned by the Dialogic board or the Call Progress Detection (CPD) board on the switch.
N/A for VCB
No port is available to place a ‘call.’
This special Public Switched Telephone Network (PSTN) code is valid only in Europe.
Call result is undefined.
Pager was reached at the dialed phone number.
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Chapter 2: VCB Configuration Objects Treatment Object
Table 1: Call Result Values (Continued)
Call Result Value
Silence
Description
Call was dialed, but there is no CPD.
SIT Detected
SIT IC (Intercept)
SIT Invalid Number
SIT NC (No Circuit)
Any type of network tone
Only applies if the network supports this specific Standard Information Tone
(SIT). Check with the switch vendor for confirmation.
Only applies if the network supports this specific SIT. Check with the switch vendor for confirmation.
Only applies if the network supports this specific SIT. Check with the switch vendor for confirmation.
SIT RO (Reorder)
SIT Unknown
Only applies if the network supports this specific SIT. Check with the switch vendor for confirmation.
Only applies if the network supports this specific SIT. Check with the switch vendor for confirmation.
SIT VC (Vacant Code) Only applies if the network supports this specific SIT. Check with the switch vendor for confirmation.
Switch Error No dial tone received
System Error
Transfer Error
Dialing software error from the Dialogic driver or CPD from the switch
Dialer has a problem transferring calls based on the call action.
Unknown Call Result Default value. You must change this default value and replace it with another value from this table. See Note on
.
Wrong Party Call is answered but by a wrong party; this call result is sent by the Agent
Desktop application and not detected by the dialer.
Apply to Record
Default Value:
Unknown Action
(See Note below.)
Note:
The Configuration Manager does not recognize the default value; therefore, select a different value for this object.
Valid Values: See Table 2 on page 18 .
Changes Take Effect: Immediately
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Chapter 2: VCB Configuration Objects Treatment Object
Required parameter to create a treatment. Specifies the action to apply to a callback request based on the call result. Applies to all supported call results in the
Call Results Values
table except for call result
Answer
.
Table 2: Apply to Record Values (Supported by Universal Callback Server)
Apply to Record Value
No Treatment
Redial
Retry at specified date
Retry in
Unknown Action
Description
No treatment will be applied.
Redial number within a specified number of minutes (Interval) for a specified number of times (Cycle Attempt).
Record will be redialed at the specified Date and Time.
Retry once after the specified number of minutes (Interval).
Default value. You must replace this default value with another value from this table.
Note:
does not include all the values that are in the drop-down list for the
Apply-to-Record
field in the
Treatments
dialog box because some values are not applicable (not supported by VCB).
Apply to Call
Default Value:
Unknown Action Code
Note:
The Configuration Manager does not recognize the default value; therefore, you must select a different value for this object.
Valid Values: See
Changes Take Effect: Immediately
Optional value allowing an alternate path when a dialing attempt reaches an answering machine or a FAX machine. See
and the
section on “Answering Machine Detected or FAX Detected” on page 91
. For all other call results, see the
Apply to Record field information.
Table 3: Apply to Call Values (Supported by Universal Callback Server)
Apply to Call Value
Connect or
Transfer
Description
Call connected to the DN defined as the Destination DN. See also
and the section on “Apply to Call Outcomes” on page 91 .
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Chapter 2: VCB Configuration Objects Treatment Object
Table 3: Apply to Call Values (Supported by Universal Callback Server) (Continued)
Apply to Call Value
Drop
Description
Call is dropped or disconnected.
[Unknown Action Code] Default value. You must replace this default value with another value from this table if you are creating a treatment for the
Answering Machine
Detected
or
Fax Detected call results.
Note:
does not include all the values that are in the drop-down list for the
Apply-to-Call field in the
Treatments
dialog box because not all values are applicable (not supported by VCB).
Destination DN
Default Value: No default value
Valid Value:
<DN>
Changes Take Effect: Immediately
Required parameter for the
Transfer and
Connect Apply to Call
outcome. DN to which the call is to be forwarded or routed. The destination DN may be any
DN. You can use the
Browse
button to search for an existing DN.
See T-Server and Switch documentation to verify what is supported. Also consult Configuration Layer documentation.
Number in sequence
Default Value:
0
Valid Values:
1
or another positive integer
Changes Take Effect: Immediately
Required parameter describing a unique number in a treatment sequence that determines the order in which to apply the treatment. Must be set to
1
for a stand-alone treatment or for the first treatment in a sequence.
Interval (minutes)
Default Value:
0
Valid Values:
1
or another positive integer
Changes Take Effect: Immediately
Required when
Apply to Record is set to
Redial
or
Retry in
. Time interval, in minutes, that the application waits between the current dialing attempt and the next treatment attempt.
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Chapter 2: VCB Configuration Objects Treatment Object
Cycle Attempt
Default Value:
0
Valid Values:
1
or another positive integer
Changes Take Effect: Immediately
Required to be other than
0
when
Apply to Record
is set to
Redial
. Maximum number of consecutive times to perform the treatment on the record.
Increment (minutes)
Default Value:
0
Valid Values:
0
or a positive integer
Changes Take Effect: Immediately
Required when
Apply to Record
is set to
Redial
. Specifies the number of minutes to add to the previous redial time interval.
Date
Default Value:
<current date>
Valid Value:
<any date>
Changes Take Effect: Immediately
Required if the
Apply to Record
action is set to
Retry at specified date
, the date when another treatment attempt will be performed. Click the
Date dropdown arrow and choose a date from the calendar.
Time
Default Value:
<current time>
Valid Value:
<any time of day>
Changes Take Effect: Immediately
Required if the
Apply to Record
action is set to
Retry at specified date
, the time of day that another treatment attempt will be performed.
State Enabled
Default Value: Check mark indicating enabled.
Valid Values: Check box is either checked or unchecked.
Changes Take Effect: Immediately
Required parameter which has a check box indicating the current state of the object. For treatment to be applied by VCB, the state of treatment object needs to be enabled (check box checked).
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Chapter 2: VCB Configuration Objects Treatment Object
Configurable Operating Hours
This functionality enables the contact center administrator to configure operating hours for
Scheduled callbacks. Universal Callback Server checks scheduled time for
Scheduled
callbacks if operation hours are configured.
Operation hours are configured in folder
Statistical Tables/UCBServer
under
Tenant
.
•
Statistical Table
Weekdays
contains one object per standard business day.
•
Statistical Table
Holidays
contains one object per holiday.
•
Statistical Table
Overtime
contains one object per working day that falls on weekends or for working day with after hours.
Note:
Name of folder
UCBServer
and names of Statistical Tables
Holidays
,
Weekdays
, and
Overtime
cannot be changed.
•
All Statistical Tables should have type
Special Day Table
.
Requirements for Objects in “Weekdays” Statistical Table
•
Property name
: any
•
Property isDayOfWeek
: true
•
Property day:
numbers from
1
to
7
(Sunday to Saturday)
•
Properties startTime, endTime
: start and end of business day in minutes from 00:00
•
Only one object per each day of week (Universal Callback Server will use data only from first one)
Requirements for Objects in “Holidays” and “Overtime” Statistical Table
•
Property name
: any
•
Property isDayOfWeek: false
•
Property day
, if Property date
is not specified: number of day in year where
1 is Jan 1
•
Property date
: date in seconds from 00:00 01/01/1970.
•
For objects in
Overtime
Statistical Table, properties startTime and endTime mean start and end of business day in minutes from 00:00.
Universal Callback Server checks sequence of scheduled date-time for
Scheduled callback:
•
Checks scheduled date against objects in Statistical Table
Holidays
.
•
Checks day of week and time of day, calculated for scheduled date-time, against objects in Statistical Table
Weekdays
to determine that the business day and time is within business hours.
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Chapter 2: VCB Configuration Objects Treatment Object
•
Checks scheduled date against objects in Statistical Table
Overtime
to determine that this is the business day and that the time is within business hours.
If configuration does not have a necessary object for some weekday, in
Weekdays
Statistical Table, this day is considered a Holiday.
If scheduled date-time is not within business hours, Universal Callback Server rejects the scheduled callback request with an error message:
VCB_ERROR
:
TimeNotInSOH
VCB_ ERROR_ CODE
: 112
VCB_ERROR_NAME
(Description): Scheduled time is out of the operating hours
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