Genesys 7.6 Reference Manual
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Universal Routing 7.6 Reference Manual is a detailed guide that covers the features and functions of Genesys Universal Routing software. The manual provides comprehensive information on how to configure, manage, and troubleshoot Universal Routing strategies. It also includes a glossary of terms, a troubleshooting guide, and a comprehensive index.
Key Features
Comprehensive coverage of Universal Routing features
Detailed instructions for configuring and managing strategies
Troubleshooting guide and glossary of terms
Extensive index for easy navigation
Pages: 702 Genesys 7.6 Reference Manual Reference manual
Brand: Genesys Category: Software Size: 7 MB
Languages: English
Table of contents
- 3 Table of Contents
- 17 Preface
- 18 Customer Interaction Management
- 18 Multimedia
- 19 Intended Audience
- 19 Chapter Summaries
- 20 Document Conventions
- 22 Related Resources
- 24 Making Comments on This Document
- 25 Routing Strategies
- 25 Routing Strategies Defined
- 26 Strategy Objects
- 28 Planning Strategies
- 28 Limitations
- 28 Configuration Manager Limitations
- 29 IRD Limitations
- 30 Creating Strategies
- 31 URS Internal Queues and Performance
- 32 Testing Strategies
- 32 Reviewing the Strategy Design
- 32 Compiling and Checking Integrity
- 32 Check Integrity Mode
- 34 The Debugging Tool
- 36 Loading a Strategy
- 36 Monitoring Strategies
- 37 IRD Monitoring View
- 38 Trace View
- 40 Sharing Strategies
- 41 Sharing Strategies Within the Same Environment
- 41 Sharing Strategies With a Different Environment or Tenant
- 42 Locking Strategies and Subroutines
- 42 Exporting/Importing Objects Between Strategies
- 44 Exporting Strategies
- 45 Export to File Menu Command
- 46 Exporting Using Archive (*.zcf) Format
- 48 Importing (Unpackaging) a Strategy
- 48 Making Strategies Ready for Immediate Execution
- 48 Import Operation
- 52 Migrating Strategies and Other Objects
- 52 Solution Export View
- 56 Solution Import View
- 57 Modifying Strategies
- 57 Specifying a Working Directory
- 58 Loading an Edited Strategy
- 58 Saving Strategies
- 58 Strategy Elements
- 59 Saving the RBN File
- 59 Default Storage Location by Tenant
- 60 Using Save As to Rename Strategies
- 61 Interaction Routing Designer Objects
- 62 Reusable Objects
- 63 Strategies
- 63 Subroutines
- 67 Routing Rules
- 68 Attributes
- 68 Business Rules
- 69 Interaction Data
- 70 Schedules
- 71 Statistics
- 71 List Objects
- 71 Macros
- 72 Strategy-Building Objects
- 73 Toolbar Icons
- 78 Alphabetical List of Strategy-Building Objects
- 81 Object Properties Dialog Boxes
- 83 Logical Expressions
- 83 Expression Builder
- 84 Skill Expressions
- 86 Building Expressions
- 88 Variables in Objects and Expressions
- 88 Variable Usage and Strategy Design
- 89 Configuring Variables
- 90 Assigning Values to Variables
- 91 Exporting and Importing Variables
- 92 Specifying Variables
- 94 The Interaction Design Window
- 94 Business Processes
- 94 Opening Interaction Design
- 95 Creating a New Business Process
- 96 Business Attributes
- 97 Using Business Attributes
- 98 Using Objects in Strategies
- 98 Strategy-Building Objects Organization
- 100 Data and Services
- 101 Database Wizard
- 108 External Service
- 112 Web Service
- 113 Miscellaneous Objects
- 113 Assign
- 114 Call Subroutine
- 116 Error Segmentation
- 119 Entry
- 119 Exit
- 120 Function
- 121 If
- 122 Macro
- 131 MultiAssign
- 131 MultiAttach
- 137 MultiFunction
- 140 Multimedia Objects
- 140 Business Processes
- 141 Interaction Design Objects
- 141 About Genesys Queues
- 142 URS Communication with Interaction Server
- 144 Strategy-Building Objects For Business Processes
- 144 Strategy-Linked Nodes
- 147 Summary of Multimedia Objects
- 151 Finishing a Routing Strategy
- 152 Acknowledgement
- 168 Attach Categories
- 171 Autoresponse
- 182 Chat Transcript
- 189 Classify
- 195 Create Interaction
- 201 Create Email Out
- 205 Create Notification
- 210 Create SMS
- 215 Forward E-Mail
- 219 Identify Contact
- 223 Last Agent Routing
- 223 MultiScreen
- 230 Redirect E-Mail
- 234 Reply E-Mail From External Resource
- 239 Screen
- 244 Send E-Mail
- 249 Stop Interaction
- 252 Update Contact
- 254 Special Note on the Result Tab in Multimedia Objects
- 256 Outbound Objects
- 257 Add Record
- 261 Do Not Call
- 264 Processed
- 267 Reschedule
- 269 Update Record
- 272 Configuring Proactive Routing
- 274 Routing Objects
- 274 Creating Routing Rules for Routing Objects
- 278 Default
- 278 Force Routing
- 279 Load Balancing
- 280 Percentage
- 282 Queue Interaction
- 284 Route Interaction
- 287 Selection
- 292 Service Level
- 305 Statistics
- 306 Switch-to-Strategy
- 307 Workbin
- 312 Workforce
- 316 Error Codes for Routing Objects
- 316 Postrouting Following a Routing Object
- 316 Virtual Queues in Routing Objects
- 317 Statistical Objects (Target Types)
- 322 Skill Target in Routing Objects
- 323 Skill Targets and Skill Expressions
- 324 Using a Skill Expression to Exclude an Agent
- 324 Important Note on the Absence of a Skill
- 325 Busy Treatments in Routing Objects
- 330 Targets in Other Objects
- 331 Segmentation Objects
- 331 ANI
- 332 Business
- 334 Classify
- 336 Date
- 337 Day of Week
- 338 DNIS
- 339 Generic
- 340 Screen
- 341 Time
- 342 Voice Treatment Objects
- 342 Mandatory Vs. Busy
- 343 Updating Wait Time Information for an IVR
- 343 Beginning a Busy Treatment
- 343 Voice Treatment Parameters
- 343 Switch API Settings
- 344 Voice Treatment Error Messages
- 344 The Voice Treatment Objects
- 355 Access Control
- 357 Access Control Example
- 358 Access Control and Sharing Strategies
- 359 Interaction Routing Designer Functions
- 360 Value Types
- 360 Type Conversion
- 362 Conversion Rules
- 364 Key-Value List
- 364 STRING (Target)
- 364 STRING (Statistical Object)
- 365 DN Target Format
- 365 Quote Usage, Variables, and Function Parameters
- 365 Specifying Variables in Dialog Boxes
- 365 Virtual Queues and DNIS Information
- 366 Summary of All Functions
- 382 Specialized Functions
- 382 CallInfo Functions
- 384 ACDQ
- 384 ANI
- 384 Attach
- 386 BearerCapability
- 386 BusinessData
- 387 BusinessDataINT
- 387 CallID
- 387 CallType
- 388 CED
- 388 ConnID
- 388 DeleteAttachedData
- 388 Dest
- 389 DNIS
- 389 ExtensionAttach
- 389 ExtensionData
- 390 ExtensionUpdate
- 390 FirstHomeLocation
- 390 GetCurrentSwitch
- 390 GetCurrentTServer
- 391 GetCustomerSegment
- 391 GetMediaType
- 392 GetRoutingPoint
- 392 GetServiceObjective
- 392 GetServiceType
- 393 InformationDigits
- 393 InteractionData
- 393 InteractionDataINT
- 394 LATA
- 394 NPA
- 395 NPANXX
- 395 Orig
- 395 PACCode
- 395 PACType
- 395 RequestType
- 396 SetHomeLocation
- 396 StateCode
- 397 UData
- 398 UDataINT
- 398 Update
- 400 UpdateBusinessData
- 400 UpdateInteractionData
- 400 Configuration Options Functions
- 401 ExcludeAgents
- 402 GetConfigOption
- 402 GetMediaTypeName
- 403 Router
- 403 SetCallOption
- 404 SetDNIS
- 404 SetDNISOverride
- 404 SetTranslationOverride
- 405 UseCustomAgentType
- 405 UseCustomDNType
- 406 UseCustomPlaceType
- 406 UseDNType
- 406 UseMediaType
- 407 Data Manipulation Functions
- 408 FindServiceObjective
- 410 ListGetDataCfg
- 410 ListLookup
- 411 ListLookupCfg
- 412 Date and Time Functions
- 413 Date
- 413 DateInZone
- 413 Day
- 414 DayInZone
- 414 GetUTC
- 415 IsSpecialDay
- 415 IsSpecialDayEx
- 416 Time
- 416 TimeDifference
- 417 TimeInZone
- 417 TimeStamp
- 417 UTCAdd
- 418 UTCFromString
- 419 UTCToString
- 419 Force Functions
- 420 Force
- 420 TRoute
- 421 List Manipulation Functions
- 422 GetIntegerKey
- 422 GetMaxSubList
- 422 GetMinSubList
- 422 GetStringKey
- 423 ListGetInteger
- 423 ListGetKey
- 423 ListGetSize
- 424 ListGetString
- 424 SetIntegerKey and SetStringKey
- 424 SetIntegerKey
- 424 SetStringKey
- 425 Miscellaneous Functions
- 425 ActiveServerName
- 426 Alarm
- 426 AnswerCall
- 427 CheckAgentState
- 428 ClearTargets
- 429 CountSkillInGroup
- 431 CreateSkillGroup
- 432 Delay
- 432 ExpandGroup
- 434 ExpandWFActivity
- 434 ExtrouterError
- 435 ExtrouterStatus
- 435 GetLastErrorInfo
- 436 GetPriority
- 436 GetSkillInGroup
- 439 JumpToStrategy
- 439 MultiSkill
- 440 OnCallAbandoned
- 440 OnRouteError
- 441 Print
- 441 Rand
- 441 ReleaseCall
- 442 ResetBusyTreatments
- 442 SelectTargetsByThreshold
- 443 SelectTargets
- 444 SendEvent
- 446 SendRequest
- 456 ServerStatus
- 457 SetInteractionAge
- 458 SetLastError
- 460 SuspendForEvent
- 461 TargetComponentSelected
- 461 TargetObjectSelected
- 462 TargetSelected
- 463 Timeout
- 463 UpdateScript
- 464 UseAgentState
- 465 UseAgentStatistics
- 465 VQSelected
- 466 Reporting Functions
- 466 Peg
- 467 PegValue
- 468 Statistical Functions
- 469 CallsDistributed
- 470 CallsEntered
- 470 CallsWaiting
- 471 ClearThresholds
- 471 DistributedPercentage
- 472 DistributedWaitingTime
- 473 GetAvgStatData
- 474 GetMaxStatData
- 474 GetMinStatData
- 474 InVQWaitTime
- 475 NotDistributedPercentage
- 476 NotDistributedWaitingTime
- 477 PositionInQueue
- 478 ResetStatAdjustment
- 479 SData
- 481 SetStatAdjustment
- 482 SetStatUpdate
- 484 SetThresholdEx
- 486 UseCapacity
- 488 String Manipulation Functions
- 488 Cat
- 489 StrAsciiBreak
- 489 StrAsciiTok
- 490 StrChar
- 491 StrGetChar
- 491 StrLen
- 491 StrReplace
- 492 StrStr
- 492 StrSub
- 492 StrTargets
- 493 StrToLower
- 494 StrToUpper
- 494 Target Manipulation Functions
- 495 BlockDN
- 496 CCTExtractTargets
- 497 DeliverCall
- 499 DeliverToIVR
- 500 GetRemoteAccessCode
- 502 IncrementPriority
- 502 KeepQueue
- 503 NMTExtractTargets
- 507 Priority
- 509 PriorityTuning
- 512 RouteCall
- 513 Routed
- 513 SelectDN
- 517 SetTargetThreshold
- 518 SetVQPriority
- 519 SuspendForDN
- 520 SuspendForTreatmentEnd
- 520 TargetSelectionTuning
- 520 Translate
- 521 Retired Functions
- 521 Default
- 522 GetLastError
- 522 Goto
- 522 Increment
- 522 InvokeNirvanaMethod
- 522 OnError
- 522 SetThreshold
- 522 SetTreatmentMode
- 522 Skill
- 523 Configuration Options
- 524 Setting Options
- 525 URS Options
- 526 Summary of Options
- 526 List of URS Options
- 532 Location in Configuration Layer By Precedence
- 533 URS Option Descriptions
- 533 agent_reservation
- 534 automatic_attach
- 535 call_kpl_time
- 536 call_monitoring
- 536 call_tracking
- 537 change_tenant
- 537 compat_treatments
- 539 count_calls
- 539 default_db_server
- 539 default_destination
- 540 default_object
- 540 default_stat_server
- 541 environment
- 541 event_arrive
- 543 extrouter_dn
- 543 extrouter_timeout
- 543 function_compatibility
- 544 give_treatment
- 544 hide_private_data
- 545 http_log_file
- 545 http_log_size
- 545 http_port
- 545 ignore_customer_id
- 546 inv_connid_errors
- 546 lds
- 547 log_buffering
- 547 log_check_interval
- 547 log_remove_old_files
- 547 management-port
- 547 max_loading
- 548 max-submitted-interactions
- 548 max-submission rate
- 548 monitoring_time
- 549 null_value
- 549 on_route_error
- 551 on_router_activated
- 551 parser_log_file
- 552 pickup_calls
- 553 prestrategy
- 553 pulse_time
- 554 reconnect_time
- 555 reduced
- 556 reg_attempts
- 556 reg_delay
- 556 report_reasons
- 559 report_statistics
- 562 report_targets
- 565 request_timeout
- 566 reservation_pulling_time
- 567 route_consult_call
- 568 service_timeout
- 568 skip_targets
- 569 soap_retry_attempts
- 569 soap_retry_timeout
- 569 soap_conn_timeout
- 569 soap_send_timeout
- 569 soap_recv_timout
- 569 soap_conn_idle_timeout
- 570 strategy
- 570 targets_order
- 571 Threshold
- 571 ThresholdDestination
- 571 ThresholdGroup
- 572 ThresholdSwitch
- 572 transfer_time
- 573 transfer_to_agent
- 573 transit_dn
- 573 transition_time
- 574 treatment_delay_time
- 575 unix_socket_path
- 575 unloaded_cdn
- 576 use_agent_capacity
- 578 use_agentid
- 578 use_dn_type
- 579 use_extrouter
- 580 use_extrouting_type
- 581 use_ivr_info
- 581 use_parking_threshold
- 582 use_service_objective
- 583 use_translation
- 584 using
- 584 validate
- 585 verbose
- 586 verification_time
- 587 verification_time_agent
- 588 verification_time_dn
- 588 xml_log_file
- 588 URS Options for Use with Web Services
- 588 General Options
- 589 Log Options
- 589 SOAP Options
- 591 IRD Options
- 591 bytecode
- 591 inactivity-timeout
- 593 Custom Server Options
- 593 async
- 593 buffer_size
- 593 frequency
- 594 hide_private_data
- 594 life_time
- 594 new_parsing
- 595 Routing-Related Interaction Server Options
- 597 Routing-Related Message Server Options
- 597 ADDP Options for Universal Routing Server
- 598 Retired Options
- 601 Number Translation
- 601 Configuring the use_translation Option
- 602 Configuring Translation Tables
- 603 Selecting a Target Type
- 603 Selecting a Route Type
- 603 Parameters for Switch Access Codes
- 605 Configuring the Reason Source and Extension Source
- 607 Automatically Attached Pegs
- 607 Explicit Pegs
- 607 Automatic Pegs
- 611 Routing Statistics
- 612 About This Chapter
- 612 Predefined Statistics
- 613 Use of Predefined Statistics in IRD
- 614 List of Predefined Statistics
- 620 Load Balance Family of Statistics
- 620 Router Self-Awareness
- 622 URS and Stat Server
- 622 Stat Server and Statistics
- 623 Other Routing Issues
- 625 Resolving Routing Issues
- 626 User-Defined Statistics
- 626 Creating a New Statistic
- 627 Statistics Properties Dialog Box
- 630 Pseudo Statistics
- 633 Solution Reporting
- 633 Reporting in a Typical Contact Center
- 634 Solution Reporting
- 634 CCPulse+
- 636 CC Analyzer
- 637 Interaction Concentrator
- 640 Reporting Documentation
- 641 Reporting Templates
- 643 Log Events
- 643 Management Layer Log Output Levels
- 644 Logging During Normal Operation
- 644 Logging During Irregular Operation
- 645 Universal Routing Log Messages
- 645 Changing Log Message Values
- 646 URS Log Message List
- 659 Web Service Object
- 660 URS Options Affecting Web Service
- 660 Web Service Object
- 661 Sample Strategy
- 662 General Tab
- 663 Security Tab
- 664 HTTP Authentication Area
- 667 Soap Security Area
- 670 Result Tab
- 671 Function Object #1
- 672 Function Object #2
- 674 How the Web Service Object Works
- 674 Limitation of the Web Service Object
- 675 Another Web Service Example
- 680 Web Services Resources
- 681 Index
Frequently Answers and Questions
What is Universal Routing?
Universal Routing is a powerful software application that allows you to manage and route customer interactions across multiple channels, including voice, email, chat, and web.
How do I create a routing strategy?
The manual provides detailed step-by-step instructions on how to create routing strategies using the Interaction Routing Designer. You can define routing rules, use business rules, and configure variables to create custom strategies that meet your specific business needs.
How do I troubleshoot routing issues?
The manual includes a troubleshooting guide and a section on error codes that can help you identify and resolve common routing problems.
Questions & Answers
2024-07-15
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What is StatTimeInReadyState in Genesys?
StatTimeInReadyState likely represents a metric within a specific Genesys product. More information about the Genesys product or feature is needed to provide a precise definition.
How can I access the StatTimeInReadyState value in Genesys?
To determine how to access this value, please specify the Genesys product and feature you are using.
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