81composer Us Ra
81composer Us Ra
81composer Us Ra
Routing Applications
User’s Guide
The information contained herein is proprietary and confidential and cannot be disclosed or duplicated
without the prior written consent of Genesys Telecommunications Laboratories, Inc.
About Genesys
Genesys is the world's leading provider of customer service and contact center software—with more than 4,000
customers in 80 countries. Drawing on its more than 20 years of customer service innovation and experience,
Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to
effectively drive today’s customer conversation. Genesys software directs more than 100 million interactions every day,
maximizing the value of customer engagement and differentiating the experience by driving personalization and multi-
channel customer service—and extending customer service across the enterprise to optimize processes and the
performance of customer-facing employees. Go to www.genesyslab.com for more information.
Each product has its own documentation for online viewing at the Genesys Customer Care website or on the
Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales
representative.
Notice
Although reasonable effort is made to ensure that the information in this document is complete and accurate at the
time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors.
Changes and/or corrections to the information contained in this document may be incorporated in future versions.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other
company names and logos may be trademarks or registered trademarks of their respective holders. © 2012 Genesys
Telecommunications Laboratories, Inc. All rights reserved.
The Crystal monospace font is used by permission of Software Renovation Corporation,
www.SoftwareRenovation.com.
Released by
Genesys Telecommunications Laboratories, Inc. www.genesyslab.com
Preface ................................................................................................................... 9
About Composer........................................................................................ 9
Intended Audience................................................................................... 10
Making Comments on This Document .................................................... 11
Contacting Genesys Customer Care....................................................... 11
Document Change History ...................................................................... 11
New in Document Version 8.1.301.00 ................................................ 11
New in Document Version 8.1.201.00 ................................................ 12
New in Document Version 8.1.101.00 ................................................ 12
New in Document Version 8.1.001.00 ................................................ 12
Exception/Error Handling......................................................................... 31
Variables: Project and Application ........................................................... 34
Workflow (Application) Variables ........................................................ 34
Project Variables ................................................................................. 34
Expression Builder................................................................................... 35
ECMAScript Expressions.................................................................... 36
Orchestration Server Functions .......................................................... 37
Statistics Manager/Builder ..................................................................... 38
List Objects Manager/Builder ............................................................... 39
Skill Expression Builder ....................................................................... 40
Toolbar Buttons for Routing ..................................................................... 41
Menu Bar ................................................................................................. 41
Preferences ............................................................................................. 42
4 Composer 8.1
Table of Contents
6 Composer 8.1
List of Procedures
Reviewing sample interaction process diagrams . . . . . . . . . . . . . . . . . . 56
Reviewing sample routing projects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Enabling/Disabling Functionality. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Creating a new Project . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Connecting to Configuration Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Connecting to the Context Services Server . . . . . . . . . . . . . . . . . . . . . . 68
Entering IPD properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Adding a Media Server Block . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Defining an Interaction Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Defining a view for an interaction queue . . . . . . . . . . . . . . . . . . . . . . . . 75
Creating a workflow diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Adding a Workflow block . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Publishing an interaction process diagram. . . . . . . . . . . . . . . . . . . . . . . 88
Generating code for an interaction process diagram . . . . . . . . . . . . . . . 89
Using the ORS Debugger. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Using the Output Link to connect blocks . . . . . . . . . . . . . . . . . . . . . . . . 96
Viewing Multiple Diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Displaying Properties for Two Blocks . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Saving a workflow diagram as a template . . . . . . . . . . . . . . . . . . . . . . 105
Accessing Saved Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Exporting a Diagram Template to the File System . . . . . . . . . . . . . . . . 106
Importing a Diagram Saved as a Template . . . . . . . . . . . . . . . . . . . . . 108
Creating a custom block . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Changing Existing Custom Blocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Deleting a Custom Block . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Hiding the Custom category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Import/Export of Custom Blocks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
8 Composer 8.1
Preface
Welcome to the Composer 8.1 Routing Applications User’s Guide. Composer
is an Integrated Development Environment used to develop applications for
both Genesys Voice Platform (GVP) and the Genesys Orchestration Platform.
This guide focuses on creating applications for the Orchestration Platform.
This document is valid only for the 8.1.3 release of this product, which can be
installed on Windows or Mac. All screen shots in this guide reflect Composer
installed on Windows.
Note: The 8.0.1 version of this product was known as Composer Voice, as it
was used only to develop applications for GVP. For versions of this
document created for other releases of this product, visit the Genesys
Customer Care website, or request the Documentation Library DVD,
which you can order by e-mail from Genesys Order Management at
orderman@genesyslab.com.
About Composer
An Eclipse-based (www.eclipse.org) Integrated Development Environment,
Composer provides for drag-and-drop environment for developing:
• Voice applications for Genesys Voice Platform (GVP)—a software suite
that unifies voice and web technologies to provide a complete solution for
customer self-service or assisted service.
Note: This guide focuses on the creation of applications for the Genesys
Orchestration Platform.
Intended Audience
This document is intended for routing application developers, both technical
and non-technical. Its primary goal is to introduce you to the Composer
interface and the process of building routing applications. The information
presented here is at a high level to facilitate a conceptual understanding. The
Composer 8.1 Help provides the necessary detail.
This document has been written with the assumption that you have a basic
understanding of:
• Computer-telephony integration (CTI) concepts, processes, terminology,
and applications
• Network design and operation
• Your own network configurations
• Genesys Framework architecture
• Genesys Universal Routing
Familiarity with State Chart Extensible Markup Language (SCXML) is a plus.
10 Composer 8.1
Preface Making Comments on This Document
12 Composer 8.1
Preface Document Change History
14 Composer 8.1
Chapter
1 SCXML-Based Routing
Applications
This chapter introduces SCXML-based routing applications created in
Composer. It introduces the concept of routing customer interactions, such as
phone calls or e-mails, to targets, such as agents or agent groups, with the skills
to handle those interactions. It also introduces interaction processing diagrams,
routing workflows, the workflow diagram-building blocks, Composer Projects,
and the SCXML code editor.
This chapter contains the following sections:
z
What is Routing?, page 15
z
Routing Application Structure, page 16
z Moving Interactions Between IPDs, page 18
z
Projects, page 19
z
SCML Code Editor, page 22
What is Routing?
From a Genesys standpoint, routing is the process of sending an interaction to
a target. For example, routing an incoming telephone call from a customer
requesting information on Product A to an agent knowledgeable about Product
A. In order for such an interaction to reach the appropriate target, the
interaction must undergo various types of processing between the time it
arrives at the contact center and the selection and use of the appropriate target.
You specify the various types of processing that must occur through a routing
application, which, in the case of Composer, is deployed on an web application
server.
Routing Applications
A Composer routing application is comprised of one or more routing
workflows, which are similar to routing strategies created in Universal
Routing’s Interaction Routing Designer (IRD).
Using Composer, you can create routing applications using the following
methods:
• By writing SCXML code in Composer’s code editor or more easily, as
described in this guide:
• By creating workflow diagrams, which require you to place, connect, and
configure blocks.
When loaded on and triggered from a routing point, a routing workflow tells
Universal Routing Server how to handle and where to direct interactions under
different circumstances (a process which may involve other servers).
16 Composer 8.1
Chapter 1: SCXML-Based Routing Applications Routing Application Structure
IPD Blocks
An IPD can contain the following types of blocks:
• Interaction Queue blocks (as described in “Defining an Interaction Queue”
on page 73).
• Media Server blocks, (as described in “Adding a Media Server Block” on
page 70).
• Workflow blocks (as described in “Adding a Workflow Block” on page 81)
referencing a workflow strategy.
• Workbin blocks referencing a temporary storage place for interactions on
the agent’s desktop.
• Flow Control blocks (as desribed in Table 3 on page 114): Branching,
ECMAScript, and Log to support multiple views (see page 75) per
interaction queue.
• Workflow-generated blocks Outgoing connections automatically appearing
from a Workflow block that represent objects specified inside the
workflow.
When processing multimedia interactions, an IPD typically starts with a Media
Server block and continues with one or more Interaction Queue, Workflow,
and/or Workbin blocks. These IPD-building blocks are available on
Composer’s Palette tab when an IPD is in focus (see Figure 6 on page 26).
Note: When routing voice interactions only, IPDs do not use Media
Server and Interaction Queue blocks.
• Flow Control
• Routing
• Voice Treatment
• Server-Side
• Context Services
• eServices
• Outbound
Appendix , “Composer Blocks,” on page 113 summarizes the workflow
diagram-building blocks in each of the above categories. The Composer 8.1
Help details the properties of each block, which are what you configure.
ENTRY
BRANCHING
WORKFLOW DIAGRAM
DEFAULT
QUEUE ROUTE
IXN IXN
EXIT
18 Composer 8.1
Chapter 1: SCXML-Based Routing Applications Projects
For example, assume IPD1 references Workflow1 and this workflow uses an
Queue Interaction block. The block can be set to route the interaction to a
Queue2 and Queue2 could exist in IPD2. Therefore IPD1 gets connected to
IPD2.
Figure 2 illustrates this graphically.
For more information, see the “Linking IPDs with Workflows” topic in the
Composer 8.1 Help.
Projects
To organize all the routing application elements just discussed, Composer uses
a Project to contain everything related to a single routing application. A
Project Explorer on the upper left of the Composer window contains all the
Projects in your workspace (see Figure 3).
Project Workspace
Within Composer, the term workspace refers to a location (folder) for your
Projects and files in addition to any special folders that Eclipse needs to
maintain for its internal bookkeeping. The dialog box that appears when you
first start Composer gives the option of changing the workspace to a different
location. New Projects created in Composer will be created under this
workspace as subfolders.
Project Folders
A Route or Integrated Voice and Route type Java Composer Project (see
Figure 27 on page 64) will contain some or all of these sub-folders depending
on the type of Project:
20 Composer 8.1
Chapter 1: SCXML-Based Routing Applications Projects
• Callflows – Folder for storing all the callflow diagrams (.callflow files) as
Composer allows you to create integrated Voice and Route Projects.
22 Composer 8.1
Chapter 1: SCXML-Based Routing Applications SCML Code Editor
You can view and work directly with source code using standard Eclipse text
editing features. Features include:
24 Composer 8.1
Chapter
2 Composer GUI
This chapter introduces the main parts of the Composer GUI used for building
routing applications. This contains the following sections:
z
Diagram Editor, page 26
z
Exception/Error Handling, page 31
z Variables: Project and Application, page 34
z
Expression Builder, page 35
z
Statistics Manager/Builder, page 38
z List Objects Manager/Builder, page 39
z
Skill Expression Builder, page 40
z
Toolbar Buttons for Routing, page 41
z Menu Bar, page 41
z
Preferences, page 42
Diagram Editor
This section introduces the Composer’s diagram editor, which you use when
creating workflow diagrams.
26 Composer 8.1
Chapter 2: Composer GUI Diagram Editor
Properties View
Assume you click the RouteToAgent Workflow block in Figure 6 on page 26 so
it is selected. The Properties view at the bottom now shows the fields for the
selected Workflow block. (see Figure 7).
28 Composer 8.1
Chapter 2: Composer GUI Diagram Editor
Note in Figure 8:
• The center canvas area adds a second tab for the workflow diagram:
RoutetoAgentWithAutoresponse.workflow.
• The palette on the right contains workflow diagram blocks grouped under
the categories Flow Control, Routing, Voice Treatment, Server Side,
Context Services, and eServices.Appendix , “Composer Blocks,” on
page 113 summarizes each block.
• Since no particular block is selected, the Properties view shows general
properties for the workflow diagram.
30 Composer 8.1
Chapter 2: Composer GUI Exception/Error Handling
Click this button to bring up a dialog box (see Figure 11) where you configure
the handling of events this block may possibly encounter.
Exception/Error Handling
In the case of the Exceptions property, clicking the button brings up the
Exceptions dialog box (see Figure 11):
Here you click Add and select supported and non-supported exception events
for the block (see Figure 12).
After you click OK to close the dialog box, each supported exception event
causes an red error port to appear on the block, which can be connected to
another block for error handling.
32 Composer 8.1
Chapter 2: Composer GUI Exception/Error Handling
In the example in Figure 13, the Route Interaction block defines two exception
event so two red error ports appear, which connects to a block for handling the
exception event. In this example, the block is an Exit block.
2. At the top level in the Entry block using the Exceptions property.
Use application variables when you need to share information across different
blocks in the same workflow. For example, the Assign block allows you to
assign entered values or values created in Expression Builder to variables.
Composer predefines a number of default routing application variables as
shown above in Figure 14 including DNIS and ANI.
Project Variables
You define the second type of variable in the Project Variables dialog box,
which opens when you click the access project variables button on the toolbar
when an IPD is in focus (see Figure 21 on page 41).
34 Composer 8.1
Chapter 2: Composer GUI Expression Builder
Use Project variables when you need to share information across different
workflows.
Expression Builder
Composer’s Expression Builder lets you build expressions for branching and
conditional routing decisions in a workflow. Figure 15 shows an example
simple expression:
ECMAScript Expressions
Universal Routing Server 8.0+ supports SCXML plus ECMAScript as a
routing language. While the core SCXML provides State Chart functionality,
you can specify URS-specific instructions, such as conditions that can be used
for routing decisions, in the form of ECMAScript. The Script property in the
ECMAScript block brings up Expression Builder for creating those conditions.
Figure 16 shows an example ECMAScript expression.
36 Composer 8.1
Chapter 2: Composer GUI Expression Builder
Statistics Manager/Builder
Composer has a Statistics Manager and Builder, which you can use to instruct
Universal Routing Server to use the value of a statistic during target selection,
such as StatTimeInReadyState (see Figure 18).
The statistic can be a URS predefined statistic (as described in the Universal
Routing 8.1 Reference Manual) or a statistic that you create yourself with
38 Composer 8.1
Chapter 2: Composer GUI List Objects Manager/Builder
Statistics Builder. Once you create a statistic, that statistic becomes available
for selection via the Statistics property in Composer’s Target block.
Opens by clicking the button for Statistics Manager on the main toolbar (see
Figure 21 on page 41).
40 Composer 8.1
Chapter 2: Composer GUI Toolbar Buttons for Routing
Skill Expression Builder opens from the Targets property in the Target block
after selecting the Skill as the target type.
Note: Buttons on the main toolbar change based on the active perspective
(see “Perspectives” on page 97). Items in the toolbar might also be
enabled or disabled based on the state of either the active view or
editor.
Menu Bar
Figure 21 also shows the Composer menu bar. When working with routing
applications, some commonly used menu selections are listed below:
• File > New > Java Composer Project or NET Composer Project when
creating a new routing application. You may also frequently use File > New
> Workflow Diagram or File > New > SCXML File. The wizard will prompt
you to select the Project. In addition, Export and Import commands are
available.
• The Diagram menu contains many commands related to lines, colors,
arrows, arranging, aligning, sizing, viewing, filtering, and zooming. There
are also additional items in Composer Diagram preferences (see Figure 22 on
page 42).
• You will want to connect to Configuration Server (see page 66) via that
menu in order to view objects in the Configuration Database and to update
that database when creating new IPDs, diagrams, interaction queues,
views, and other objects.
• The Window menu contains many perspective commands as well as giving
access to the Preferences dialog box (see Figure 22 on page 42).
• The Help menu access both the Composer and Universal Routing SCXML
help systems.
Preferences
Composer Preferences apply to all Projects within the workspace (see
page 20). You can set preferences for the following: Business Rules, Composer
Diagram, ORS Debugger, and SCXML Files.To open the Preferences dialog
box, select Window > Preferences (see Figure 22).
For details on the routing-related preferences, see the Preferences for Routing
Applications topic on the Composer Help Wiki.
42 Composer 8.1
Chapter
3 Summary of Tasks
This chapter summarizes the tasks that are required to create an SCXML-based
routing application in Composer. This chapter includes the following sections:
• Tasks: Planning & Preparation, page 43
• Task: Creating a New Project, page 44
• Tasks: Creating the Workflow Diagram(s), page 45
• Tasks: Creating the IPD, page 45
• Tasks: Code Generation, Testing, and Deployment, page 47
Install the required software. This task involves installing the required Genesys software
components, such as Universal Routing Server,
Orchestration Server, Universal Contact Server, and
eServices components, if processing multimedia
interactions.
• See “Installing the Required Software” on page 52.
Pre-configure database objects. This task involves creating objects in the Configuration
Database either through Genesys Administrator or
Configuration Manager. These objects include agents, agent
groups, business attributes, standard responses, and so on.
• See “Preconfiguring Database Objects” on page 52.
If processing multimedia interactions, this task also includes
defining media servers and media server points.
• See “Endpoints” on page 70.
Create a new Project. • Decide whether the Project will be created “from
scratch” or based on a predefined Project template (see
Figure 24 on page 57).
• See Procedure: Creating a new Project, on page 64.
44 Composer 8.1
Chapter 3: Summary of Tasks Tasks: Creating the Workflow Diagram(s)
Connect to Configuration Server. As described on page 66, you have the option of developing
routing applications in online or offline mode. To work in
online mode and have Configuration Database objects
viewable/selectable from Composer blocks:
• See Procedure: Connecting to Configuration Server, on
page 67.
Connect to the Context Services Server. This task is used if managing conversations/personalizing
services/offers using the Context Services option of the
Universal Contact Server database. To work in online mode
and have database objects viewable/selectable from
Composer blocks:
• See Procedure: Connecting to the Context Services
Server, on page 68.
Create the workflow diagram(s) that will • See Procedure: Creating a workflow diagram, on
be referenced in the IPD. page 78.
Notes: While you can create an IPD on-demand from the toolbar (see
Figure 21 on page 41), the Project creation task previously described
automatically created an IPD.
The task summary below applies to creating an IPD for processing
multimedia interactions. An IPD for voice only interactions contains
a single Workflow block.
Enter IPD properties. In order to enter IPD properties, the IPD must be in focus.
To get the IPD in focus, you can select the *.ixnprocess tab
or select the IPD in the Interaction Process folder in the
Project Explorer.
• See Procedure: Entering IPD properties, on page 70
Add the Media Server block(s). This task is required if processing multimedia interactions.
• See Procedure: Adding a Media Server Block, on
page 72.
Define the interaction queue(s). An IPD moves interactions from media servers to
interaction queues to workflows. The design of your IPD
determines how many times this process is repeated.
• See Procedure: Defining an Interaction Queue, on
page 74.
Define the views to extract interactions You can define the time intervals that Interaction Server uses
from the interaction queue. You can define for checking queues, conditions for extracting interactions,
multiple views for a single Interaction the order for extracting interactions, scheduling, and hints to
Queue where each view can have its own optimize performance for Oracle databases.
set of conditions used for pulling • See Procedure: Defining a view for an interaction queue,
interactions from the queue on page 75.
If applicable, use the Flow Control blocks. The Branching, ECMAScript, and Log blocks (as desribed
in Table 3 on page 114) support defining multiple views (see
page 75) per interaction queue.
Add the Workflow block(s). If the workflow diagram has been previously created, the
Workflow block Resource property can point to it.
• See Procedure: Adding a Workflow block, on page 82.
Connect the IPD blocks. • See Procedure: Using the Output Link to connect blocks,
on page 96.
46 Composer 8.1
Chapter 3: Summary of Tasks Tasks: Code Generation, Testing, and Deployment
Test the application. • See Procedure: Using the ORS Debugger, on page 89.
Deploy the application. Once your application has been unit tested you will need to
deploy it to a web application server. The deployment
process involves:
1. Exporting your Project
2. Transferring the files to your web/application server.
3. Executing any necessary configuration steps required to
make your application work.
For information on this step:
• Consult the book Validation, Debugging, and
Deployment in the Composer 8.1 Help. See the
Deployment sub-book, Deploying a Routing Application
topic.
• Also see the section on Application Server requirements
in the Composer 8.1 Deployment Guide.
48 Composer 8.1
Chapter
stages, which are especially applicable to e-mail processing, but could apply to
other media types as well. The stages are:
1. Pre-Route
2. Route-to-Agent
3. Review
4. Pre-Send
Each stage is summarized below.
Pre-Routing Stage
The main activities in the pre-routing stage of e-mail handling can potentially
include:
• Causing incoming interactions to take different paths in the workflow
based on criteria such as time of day, user data contained in the interaction,
and so on.
• Determining whether an e-mail has already been processed by Genesys.
This can be accomplished via the absence or presence of an Interaction
Subtype Business Attribute assigned by Interaction Server. The samples
described in the above note demonstrate how to do this.
• Sending an acknowledgement and/or automatic standard response to the
customer who originated the e-mail.
• Determining the agent (if any) who previously handled the interactions that
are related to this service.
Route-to-Target Stage
The target may or may not be an agent. For example, the e-mail may be:
• Sent to a queue for submittal to other routing strategies and further
processing.
• Sent to a queue for failed interactions.
• Forwarded outside the contact center to an expert with the expectation of
getting a response back.
50 Composer 8.1
Chapter 4: Planning & Preparation Planning the Design
Review Stage
The reviewer could be a manager, supervisor, or QA Person. You may want to
have two different types of quality assurance review:
• A supervisor review that checks the skills of the agent who constructed the
response.
• An analysis that performs a “sanity check;” for example, to prevent
sending out a bank account password in an interaction or to check
interactions for inappropriate language.
Pre-Send Stage
The cycle of going from queue to routing workflow to queue can continue until
the interaction reaches some final outbound queue. The pre-send stage
performs last-minute quality checking and allows for attaching additional
information to interactions when needed.
eService Objects
At some point in an application that routes multimedia interactions, you may
want to use eSevice’s Knowledge Management functionality as described in
the eServices/Multimedia 8.1 User’s Guide. If so, it is convenient to
pre-configure the following:
• Category codes. Knowledge Manager uses a system of category codes,
organized in a tree structure, as a means of organizing pre-written text,
called standard responses.
52 Composer 8.1
Chapter 4: Planning & Preparation Using Context Services
Business Attributes
At some point in an routing application, you may wish to specify Business
Attributes, which are interaction attributes used in different ways within
Genesys. The Business Attributes folder (accessible via Configuration
Manager or Genesys Administrator) contains a number of sub-folders
containing both customer-defined and Genesys-defined Business Attributes.
For example, at some point in a routing application, you may wish to define:
• E-mail Accounts if using the Send E-mail or Create E-mail blocks
• Stop Processing Reason if using the Stop Interaction block
• Interaction Subtype if using the Create SMS block
• Service Type if using the Associate Service or Query Services block
• Disposition Code if using the Complete Service or Complete State block
If you will be creating expressions in Expression Builder (see Figure 16 on
page 36), you may also need to define some new Business Attributes.
54 Composer 8.1
Chapter 4: Planning & Preparation Using Context Services
Managing/Orchestrating Conversations
If you plan to use routing applications to manage/orchestrate conversations
with customers, you will need to define certain objects in the Universal
Contact Server Database related to services.
Service Model
Genesys Conversation Manager takes the Genesys core capability of routing
and extends it. Rather than taking the call (T-Server) or the interaction
(eServices/Multimedia) as the basic entity, Conversation Manager takes the
service as the basic entity. It provides the ability to “orchestrate” the service
process across channels and over time, using dynamic data and business rules
to make decisions about operations.
As described in the Universal Contact Server 8.1 Context Services User’s
Guide, a service may be defined as follows:
• It represents a business process, which in turn may be seen as a
communication or series of communications between a customer and an
enterprise, and possibly also between various parts of the enterprise.
• It can span multiple interactions.
• It may include interactions in various media.
• It has a temporal beginning and end.
Universal Contact Server/Context Services makes use of a model in which
customers are associated with any number of services. Services are composed
of any number of states, and states can in turn be composed of any number of
tasks. This three-level structure provides a flexible vocabulary by which
organizations store the history of the services that they provide to customers.
Defining Services/States/Tasks
This Service model can also be used by any component that can access
UCS/CMS’s HTTP interface. You can find more information on this interface
in the following documents:
• Context Services Developer's Guide, available on the Genesys
Documentation Wiki, covers the writing and the optimization of your
applications on top of the Context Services.
• Context Services API Reference, available on the Genesys Documentation
Wiki, covers all the representations and methods available throughout the
Context Services.
Procedure:
Reviewing sample interaction process diagrams
Start of procedure
To review sample IPDs:
1. Select File > New > Interaction Process Diagram.
2. Select an IPD template and click Next.
3. Select an existing Project.
4. Click Finish. A simple IPD appears in the Interaction Processes folder
of the selected Project.
End of procedure
Procedure:
Reviewing sample routing projects
To review sample Projects:
Start of procedure
1. Select File > New > Java Composer Project.
2. In the resulting dialog box, name the Project, select Route, and click Next.
The dialog box shown in Figure 24 opens.
56 Composer 8.1
Chapter 4: Planning & Preparation Reviewing the Samples
End of procedure
The next chapter explains how to view the various IPD and Workflow
elements.
Enabling/Disabling Functionality
You may hide voice application or routing application development
capabilities through a Composer preference setting.
Note: Voice application as used above refers to VXML applications that get
executed by the Genesys Voice Platform (GVP). Composer Voice
applications use voice callflows (as opposed to routing workflows) to
generate VXML (as opposed to SCXML).
Procedure:
Enabling/Disabling Functionality
Start of procedure
To enable or disable routing or voice application development capability:
1. On the main Composer menu, select Window > Preferences.
2. Expand General (see Figure 22 on page 42) and select Capabilities.
3. Click the Advanced button.
4. In the Advanced Capabilities dialog box, expand Composer (see Figure 25).
58 Composer 8.1
Chapter 4: Planning & Preparation Enabling/Disabling Functionality
End of procedure
60 Composer 8.1
Chapter
5 Creating a Routing
Application
This chapter leads you through the process of creating a routing application. It
contains step-by-step procedures for creating a Project, an interaction process
diagram (see page 16), and a routing workflow diagram (see page 17). The
procedures re-trace the steps used to create one of the Genesys-supplied
Project templates.
This chapter contains the following sections:
z
Routing After Sending Auto-response Project Template, page 62
z
Creating a New Project, page 64
z Connecting to Configuration Server, page 66
z
Defining Contact Services Preferences, page 68
z
Entering IPD Properties, page 69
z Adding a Media Server Block, page 70
z
Defining an Interaction Queue, page 73
z Creating a Workflow Diagram, page 78
z Adding a Workflow Block, page 81
z
Adding the Remaining IPD Blocks, page 84
z Publishing an IPD, page 87
z
Generating Code, page 89
z
Testing a Routing Application, page 89
z Deploying the Application, page 93
To avoid getting lost in detail, the procedures in this chapter are highly
summarized. For more detailed information on each procedure, consult the
Composer 8.1 Help.
2 4, 5, 6
3 7
8
3.a.
3.b.
62 Composer 8.1
Chapter 5: Creating a Routing Application Routing After Sending Auto-response Project Template
Note: The next two steps (4 and 5) occur outside of the IPD, but could
be documented in the IPD with Notes (although this has not been
done in the Project template shown in Figure 26 on page 62).
4. After the agent responds (using the Reply feature in the Genesys desktop
application), the response is treated as a new interaction and is placed into
the specified queue.
5. The agent then closes the current interaction (using Done feature in the
Genesys desktop application).
6. Another Interaction Queue IPD block (AgentReplyProcessingQueue)
instructs Orchestration Server to pull the new interaction from the queue
and send it to a workflow for processing.
7. A second Workflow IPD block (ProcessAgentReply) points to a workflow
diagram that routes the agent response e-mail to a supervisor for review.
8. Once the supervisor is satisfied with the response, the e-mail is placed in
the system queue and sent out to the customer.
Procedure:
Creating a new Project
Start of procedure
To create a new Project for a routing application:
1. Select File > New > Java Composer Project. This brings up the Java
Composer Project dialog box.
2. In this dialog box, type a name for your Project. For this example, type
RoutingAfterSendingAutoResponse.
3. Select the Use default location check box.
4. Select the Route Project type, which creates a Project associated with the
URS 8.0 SCXML Engine/Interpreter. The Java Composer Project dialog
box now appears as shown in Figure 27.
5. Click Next (button not shown above). In the dialog box for selecting a
Project template, select Blank Project (see Figure 28).
64 Composer 8.1
Chapter 5: Creating a Routing Application Creating a New Project
End of procedure
Composer now starts your new Project based on the Blank template, which
includes creating a default interaction process diagram (default.ixnprocess).
The Project Explorer on the left contains all the files and folders associated
with the application so far (see Figure 30).
66 Composer 8.1
Chapter 5: Creating a Routing Application Connecting to Configuration Server
Procedure:
Connecting to Configuration Server
Start of procedure
1. From the Composer main menu, select Configuration Server > Connect.
The dialog box in Figure 31 opens.
2. Enter the user name, password, application name, host, and port
information for the Configuration Server used in your environment.
End of procedure
Procedure:
Connecting to the Context Services Server
Start of procedure
If the Context Services capability is enabled, set preferences as follows:
1. Go to Window > Preferences > Composer > Context Services (see
Figure 32).
68 Composer 8.1
Chapter 5: Creating a Routing Application Entering IPD Properties
2. Check the following box to specify online or offline mode: Connect to the
Universal Contact Server when designing diagrams. This enables the
fields below.
3. Under Universal Contact Server, enter the server host name in your
Configuration Database, which is the name (or IP address) of the Universal
Contact Server.
4. Enter the server port number for Universal Contact Server.
Note: For the port number, open the Universal Contact Server
Application object in your Configuration Database, go to the
Options tab, select the cview section, and the port option.
5. Enter the base URL for the Context Services server (UCS).
6. Click the Test Connection button. Clicking should cause connection
successful to appear. If not, check that Universal Contact Server is
running and that the entered host/port values are correct.
End of procedure
Procedure:
Entering IPD properties
Start of procedure
1. If not selected, click the default.ixnprocess tab to bring the IPD
properties into view. Or expand the Interaction Processes folder in the
Project Explorer and double-click default.ixnprocess.
2. Enter the fields as follows:
a. Created By—Enter your name as the author of the Project.
b. Created On—Auto-populated by Composer to indicate the timestamp
when the diagram was created.
c. Designed Using—Auto-populated by Composer to indicate version of
Composer used to create this diagram.
d. Last Modified By—Provided by you to indicate who updated the
diagram last.
e. Last Modified On—Filled in by Composer when the diagram is
modified.
f. Version—Provided by you for versioning purposes during
development.
3. Select File > Save from the menu to save the IPD as it exists so far.
End of procedure
Note: Composer can be used with Eclipse Plug-ins, such as those that
provide integration to source code management systems, such as
ClearCase and Subversion. For more information, see the Integrating
with Source Control Systems topic in the Composer 8.1 Help.
Endpoints
A media server is associated with one or more endpoints, with each endpoint
connecting the media server to an interaction queue. In order for a Media
Server block to show endpoints, those endpoints must first exist in the
Configuration Database. Then, after you select the media server application via
70 Composer 8.1
Chapter 5: Creating a Routing Application Adding a Media Server Block
the Application property, the endpoint ports appear on the Media Server block
as well as being listed in the Properties view. The figure below illustrates this.
Procedure:
Adding a Media Server Block
Start of procedure
1. Outside of Composer, in Genesys Administrator or Configuration
Manager, use the instructions in the eServices (Multimedia) 8.1
Deployment Guide to create the media server Application object and its
endpoints.
2. Drag and drop the Media Server block onto the canvas. Or use one of the
methods covered in “Adding Blocks to the Canvas” on page 95 to add the
Media Server block to the canvas.
3. Configure the following fields in the Properties view as shown in
Figure 34:
a. Name—Name the Media Server block in the IPD.
b. Application—Select a media server to specify the CfgApplication
object in Configuration Server that this block represents.
c. Endpoints—Click under Value to open a dialog box where you can
select one or more endpoints, which can then be connected to
interaction queues. When you connect an endpoint to an Interaction
Queue block in the IPD diagram, this will cause interactions coming
out of this endpoint to go into the named interaction queue.
4. Click the File menu and select Save.
End of procedure
72 Composer 8.1
Chapter 5: Creating a Routing Application Defining an Interaction Queue
Procedure:
Defining an Interaction Queue
Start of procedure
1. Drag and drop the Interaction Queue block onto the canvas. Or use one of
the methods covered on “Adding Blocks to the Canvas” on page 95 to add
an Interaction Queue block.
2. Configure the following fields in the Properties view as shown in
Figure 35:
a. Name—Use this property to name the Interaction Queue block in the
IPD.
b. Queue Enabled—Select true or false to enable or disable this queue in
Configuration Server.
c. Queue Description—Enter a description for the interaction queue. This
property will map to the Description key in the Annex section Queue of
the CfgScript object for the interaction queue.
d. Queue Name—Mandatory. You must enter a name for the interaction
queue, which will appear on the block under the value for the Name
property. No updates to the Configuration Database are created until
you invoke the Publish operation.
e. Views—Use this property to define one or more views for an
interaction queue. Each view represents an exit channel from the queue
into a workflow.
3. Click the File menu and select Save.
End of procedure
74 Composer 8.1
Chapter 5: Creating a Routing Application Defining an Interaction Queue
Procedure:
Defining a view for an interaction queue
Start of procedure
1. In an Interaction Queue block, click under Value to display a button.
2. Click the button to open the View Properties dialog box.
3. Click Add to display Main, Parameterized Conditions, and Segmentation
tabs (see Figure 36 on page 77).
4. Complete the Main tab. Continuing with this re-creation, use the entries in
Figure 36. Summary information on each field is presented below.
a. Enabled—Check the box to make the view ready to extract interactions.
b. Name—Enter a name for the view to be used when saving as a
Configuration Database Script object of type InteractionQueueView.
c. Description—Enter text describing the view.
Note: For detailed information on all tabs, consult the Composer 8.1
Help, Interaction Queue Views topic.
5. After you complete the applicable fields in these tabs, click OK to close the
View Properties dialog box. After publishing, each view will be created as
a separate CfgScript object of type InteractionQueueView.
6. Select File > Save from the menu to save the IPD as it exists so far.
End of procedure
Figure 36 shows the View Properties dialog box for the IncomingEmailQueue
defined in the first Interaction Queue block in the IPD.
76 Composer 8.1
Chapter 5: Creating a Routing Application Defining an Interaction Queue
The Main tab indicates no special condition for pulling interactions from the
queue. The Parameterized Conditions and Segmentation tabs are not used in
the Project.
Note: Important! While you can define multiple views for an interaction
queue, the Interaction Queue block will have only one output port and
therefore will feed interactions to only one workflow strategy.
Procedure:
Creating a workflow diagram
Start of procedure
1. Click the button on the main toolbar to create a new workflow (see
Figure 21 on page 41) and continue with step 2. Alternatives:
• Select File > New > Workflow Diagram or select File > New > Other. In
the New dialog box, expand Composer > Diagrams. Select Workflow
Diagram and click Next. Continue with step 2.
• Right-click the Workflows folder in the Project Explorer and select New
> Other > Workflow Diagram. Continue with step 2.
• Or use the keyboard shortcut: Ctrl+Alt+R and continue with step 2.
2. In the Main workflow tab, select Empty Diagram and click Next.
3. Select the parent Project. In this example, it is
RoutingAfterSendingAutoResponse.
4. Name the diagram (must have an extension of .workflow). In this example,
the name is RouteToAgentWithAutoResponse.workflow (see Figure 40 on
page 83).
5. Click Finish. The Workflows folder in the Project Explorer shows the name
of your diagram under your Project.
6. Since each workflow diagram starts with an Entry block and ends with an
Exit block, you can place those blocks now. The Entry block is where you
define variables (see “Variables: Project and Application” on page 34).
7. Build the workflow diagram.
8. Validate the code by selecting Diagram > Validate. You can also click the
Validate icon (see Figure 21 on page 41) on the upper-right of the
Composer main window when the workflow canvas is selected. The
Problems tab shows the results of validation for this particular Resource.
Fix any problems before continuing.
78 Composer 8.1
Chapter 5: Creating a Routing Application Creating a Workflow Diagram
End of procedure
Continuing with our routing application re-creation, build the routing strategy
shown in Figure 37. Use the Properties view entries shown in Figure 38 on
page 80 and Figure 39 on page 81.
RouteToAgentWithAutoResponse.workflow
The workflow diagram referenced by the RouteToAgent Workflow block in
Figure 26 on page 62 is shown in Figure 37.
80 Composer 8.1
Chapter 5: Creating a Routing Application Adding a Workflow Block
Procedure:
Adding a Workflow block
Start of procedure
1. Drag and drop a Workflow block onto the canvas. Or use one of the
methods covered on “Adding Blocks to the Canvas” on page 95 to add the
Workflow block to the canvas.
2. Configure the following properties using the entries in Figure 40.
a. Name—Use this property to name the Workflow block in the IPD.
Continuing with the routing application re-creation, name the block
RouteToAgent as shown in Figure 26 on page 62.
b. Resource—Use this property to point to a workflow diagram or
SCXML file.
i. Click under Value to display the button.
ii. Click the button to open the Select Resource dialog box.
iii. Select the workflow resource, which can be a workflow (strategy)
diagram that exists in any of the Projects in the Composer
workspace or an SCXML file created in Composer's SCXML
Editor (see page 22). In this case, select the
RouteToAgentWithAutoresponse workflow (see Figure 37 on
page 79).
iv. Click OK.
End of procedure
82 Composer 8.1
Chapter 5: Creating a Routing Application Adding a Workflow Block
Workflow-Generated Blocks
Workflow-generated blocks help you visually interpret an IPD. They take the
form of outgoing connections and plain white blocks, that automatically appear
from a Workflow block. They represent objects specified inside the Workflow
block, such as queues, routing targets, and stop processing instructions.
Accordingly, Composer generates the following types of workflow-generated
blocks:
• Queue Reference
• Dynamic Target
• Stop
Since these blocks are automatically generated by Composer, they are not
available on the IPD palette. Composer uses a different color, appearance, and
structure for them allowing you to easily differentiate them from other blocks.
In the IPD we are re-creating (see Figure 26 on page 62), there are three
workflow-generated blocks:
• CreateAutoResponse Queue Reference
• RouteInteractionToAgent Dynamic Target
• RouteIxnToSupervisor Dynamic Target
Note: The next two steps (3 and 4) occur outside of the IPD, but could
be documented in the IPD with Notes (although this has not been
done in the Project template shown in Figure 26 on page 62).
3. After the agent responds (using Reply feature in Genesys Agent Desktop),
the response is now treated as a new interaction and is then placed into the
suggested queue.
4. The agent then closes the current interaction (using Done feature in
Genesys Agent Desktop).
84 Composer 8.1
Chapter 5: Creating a Routing Application Adding the Remaining IPD Blocks
name of the Interaction Queue block and in the Properties view for the block
(see Figure 41).
The Main tab indicates no special condition for pulling interactions from the
queue. The Parameterized Conditions and Segmentation tabs are not used in
the Project. Fields in this dialog box were previously summarized on page 75.
Note: The process for adding a Workflow block was previously described in
Procedure: Adding a Workflow block, on page 82.
As can be seen in the Properties view for this second Workflow block, the
name of the workflow resource is ProcessAgentReply.workflow (see
Figure 43).
ProcessAgentReply.workflow
The workflow diagram referenced by the ProcessAgentReply Workflow block
in Figure 26 on page 62 is shown in Figure 44.
86 Composer 8.1
Chapter 5: Creating a Routing Application Publishing an IPD
Publishing an IPD
Publishing an IPD validates Project configuration information and pushes the
information out to Configuration Server. For example, when you configure an
Interaction Queue block or a Workflow block, Composer does not send the
information to Configuration Server until you invoke the Publish operation.
This gives you complete control of the update process. Or you can set
preferences to automatically publish upon saving.
Procedure:
Publishing an interaction process diagram
Start of procedure
1. Before publishing, you must connect to Configuration Server as described
on page 66.
2. Right-click an IPD in the Interaction Processes folder in the Project
Explorer.
3. Select Publish to Configuration Server.
4. As an alternative to the above steps, click the tab on the canvas that
contains the IPD and click the toolbar button to publish the active IPD to
Configuration Server (see Figure 21 on page 41).
End of procedure
Once these objects are created successfully in Configuration Server, some
manual configuration is still required before interactions can work. For
example, to redirect e-mails to an endpoint (see Figure 33 on page 71), you
must set “endpoint” point key in the pop-clientX section of the e-mail server
Application to the correct end-point. For more details, see the Deploying a
Routing Application topic in the Validation, Debugging, & Deployment book
of the Composer 8.1 Help.
88 Composer 8.1
Chapter 5: Creating a Routing Application Generating Code
Generating Code
You must generate source code for both the IPD and associated workflow
diagrams. All generated files go into the src-gen folder of the Project.
Procedure:
Generating code for an interaction process diagram
Start of procedure
1. Click the tab on the canvas that contains the IPD.
2. Click the toolbar button to generate code (see Figure 21 on page 41). The
generated file name in the src-gen folder will follow the format:
<ipd_diagram_name>_<workflow_block_name>.scxml
End of procedure
One file will be generated for each interaction queue. Functionally, these files
will be equivalent. Generating one file per queue makes it easier to configure
the application URL manually. As the developer, you will know the interaction
queue you have submitted the interaction to and therefore can easily identify
the correct SCXML page.
Procedure:
Using the ORS Debugger
For details on each step summarized below and ORS Debugger Limitations,
see the Debugging Routing Applications topic on the Composer Help Wiki.
Start of procedure
1. Set preferences (see Figure 22 on page 42) for the ORS Debugger: Window
> Preferences > Composer > Debugging > ORS Debugger.
2. If using Context Services, set Context Services preferences: Window >
Preferences > Composer > Context Services (see “Defining Contact
Services Preferences” on page 68)
3. Create a launch configuration (in order to debug, a launch configuration
must exist). One method is to right-click on the diagram/SCXML file in
the Project Explorer. Select either Run As > Run Configurations or Debug
As > Debug Configurations.
• In Run mode, metrics (call traces) are displayed and the application
continues without stopping at any breakpoints. When the application
executes, these metrics can describe, for example, state transitions,
ECMAScript executions, and execution warnings or errors.
• In Debug mode, debugging pauses at breakpoints. You can step over
the code, inspect variable and property values, and execute any
ECMAScript from the query console.
In either mode, a dialog box opens for creating the launch configuration.
4. Expand Composer - ORS Debugger.
5. Click the button for a new launch configuration or right-click and select
New.
• If using Run mode, the Run Configurations dialog box opens.
• If using Debug mode, the Debug Configurations dialog box opens.
6. Use Table 1 on page 91 to create a launch configuration.
7. When finished creating the launch configuration, click Apply and Debug
(Debug mode) or Apply and Run (Run mode).
Note: After you launch, debugging doesn’t start until ORS starts the
session. You can start the session with a SIP call or multimedia
interaction or using the ORS REST API (you need to send a POST
request to ORS). If the debugging session can't be started, a dialog
box appears with an error message.
In both modes, metrics receivd from ORS (call traces) display in the Call
Trace view.
8. If in Debug mode, click the Step Over button to single-step over the
blocks. View Application state values in the Variables tab. You can also:
• Input breakpoints from the Breakpoints view or use the context menu
on a block and select Toggle Breakpoint . When breakpoints are set,
you can press F5 or click Resume to resume the call to the next
breakpoint, instead of single stepping block-by-block.
90 Composer 8.1
Chapter 5: Creating a Routing Application Testing a Routing Application
End of procedure
ORS Connection Address Enter the IP address or hostname of the Same as Debug
ORS server.
ORS Connection Port Enter the debugger port of the ORS Same as Debug. The Address
server. This is defined in ORS and Port fields reflect the ORS
configuration as Server Host Name and ORS
[scxml]:debug-port, and defaults to Server Port previously entered
7999. Make sure that ORS has as ORS Debugger Preferences,
debug-enabled set to true as well. but can be changed.
Application is a: Workflow Select Workflow to step through the Select SCXML. Leave
SCXML diagram or SCXML if code. If unchecked to step over the
unchecked, it will step through the SCXML code. Select Workflow
SCXML code. to step over a diagram.
92 Composer 8.1
Chapter 5: Creating a Routing Application Deploying the Application
Step Through IPD If enabled and debugging in code mode Same as Debug
(as opposed to workflow mode), then
the Debugger steps through the
SCXML code that is generated from
the IPD. Otherwise, it will "skip"
through that code. The SCXML code
generated from an IPD is generally
setting up global variables and
functions, so you might not want to go
through that every time.
Attach to Existing Session If enabled, ORS will start debugging Same as Debug
on an existing session. When you
launch the debugging session,
Composer will prompt for a session ID
in a dialog box. Once you enter the
session ID, it will enter debugging
mode for that session. If not enabled,
ORS will wait for the next session that
runs the application at a given URL.
Note: The URL will point to the
SCXML page that should be debugged.
ORS will enter debug mode for the
next session that is started for this
URL.
94 Composer 8.1
Chapter
• Click on the block icon on the palette, and while holding down the mouse
button, drag and drop the block to the canvas.
Any of these methods will add the new block and you can then type the name
of the block on the canvas itself.
Connecting Blocks
Blocks are connected to each other using connection links (see Output Link
and Exception Link under Palette in Figure 47 on page 99. There are two
types of connection links:
• Use Output Link to connect one block's output port to another block's input
port, and
• Use Exception Link to indicate error or exception conditions by connecting
from a block's exception port to another block's input port.
Find the connection links at the top of the palette on the right side of the
Composer window.
Method #1
Procedure:
Using the Output Link to connect blocks
Start of procedure
1. Click the Output Link (or Exception Link) icon on the palette.
2. Move the mouse over to the source block. The cursor will change to an
upward arrow.
3. Click once on the source block and keep the mouse button pressed. Then
drag the mouse onto the target block and release the mouse button. This
will add the connection link between the two blocks.
End of procedure
To use an Exception Link, the source block must have an exception port
defined. This is done by selecting at least one supported exception within the
block’s Exceptions property.
Method #2
Another method for adding an Output Link or Exception Link between two
blocks is as follows:
1. Click once on the source block to select it.
96 Composer 8.1
Chapter 6: Working with Blocks and Diagrams Perspectives
2. Hold the Ctrl key and click once on the target block to select it as well.
3. Double-click Output Link (or Exception Link) in the palette to create a
connection between the two blocks.
Method #3
Some users may find this method convenient:
1. Start dragging from a connection port of the originating block.
2. Drop the block into a blank portion on a canvas (any place in the canvas
other than a block will also do). A menu representation of the palette will
pop up showing a list of all block types.
3. Click the correct block type. A new block of that type will be added and
the originating block will be connected to it.
Perspectives
Within Composer, a perspective is an arrangement of different sections of the
GUI in a manner that facilitates easy use of a particular feature, such as design
or debugging. All of the figures shown so far in this chapter show Composer
perspective as indicated by the Composer button being selected underneath the
toolbar (see Figure 45).
.
Changing Perspectives
To change perspectives, click the button to open a perspective shown below to
drop down a menu of available perspectives (see Figure 46):
.
When creating routing applications, you will use either Composer perspective or
Composer Design perspective. When debugging, you will use ORS Debugging
perspective. The other perspectives on the menu are used for Composer voice
applications (not covered in this guide) or are listed there by default since
Composer is based on Eclipse (see page 9).
98 Composer 8.1
Chapter 6: Working with Blocks and Diagrams Perspectives
Assume you select Composer Design perspective as shown in Figure 46. The
GUI changes to be more streamlined for placing, connecting and configuring
blocks in the canvas as shown in Figure 47:
.
• You can also change perspectives by selecting Window > Open Perspective
from the menu bar.
Note: For purposes of simplicity, this guide does not detail all ways to
accomplish a task. For information on all methods, always consult the
Composer 8.1 Help.
Customizing a Perspective
You can customize a perspective by maximizing/minimizing views as well as
adding views. Buttons for this purpose appear on the right side of all views.
Figure 48 shows these buttons on the upper right for the Outline view.
Minimizing
Assume that you click the minimize button. The area now appears as shown in
Figure 49:
Maximizing
Maximization works similarly. Assume you click the maximize button. The
Composer GUI shows only the Outline view. As a result, three small toolbars
representing views that no longer appear are in close proximity to where they
were originally located (see Figure 50):
• Click the first button (restore) on the top left toolbar to cause Composer to
appear as it did before the maximization (restore all views).
• Click the first button on the bottom toolbar to restore only the Properties
view.
• Click the first button on the top right toolbar to restore only the editing
area.
Different views can be displayed by selecting Window > Show View from the
menu and then selecting a view.
Procedure:
Viewing Multiple Diagrams
Start of procedure
1. Select the diagram by double-clicking it in the Workflows folder of the
Project Explorer. The diagram appears in the canvas area.
2. Select the next diagram. The canvas now contains two tabs as shown in
Figure 51.
End of procedure
Procedure:
Displaying Properties for Two Blocks
Start of procedure
1. Select the first block.
2. In the Properties tab, click the button for pinning the Properties view to
the current selection (see Figure 53).
Figure 53: Button for Pinning a Properties View to the Selected Block
Until you un-click the toggle, Composer will always show the properties of
the currently selected object even if a different object is selected.
3. Create a new Properties view. Drag out the tab to another row. They will
now show up side-by-side.
4. Select the second block. The second properties view will show properties
of the second block.
End of procedure
Procedure:
Saving a workflow diagram as a template
Start of procedure
To save a diagram as a template:
1. In the Project Explorer, right-click the diagram in the Workflows folder.
2. Select Save Workflow as Template. The Add Template dialog box opens.
3. Name and describe the template.
4. Click OK. Upon a successful save the following message appears: Custom
template added to your configuration.
5. Click OK to close the dialog box.
End of procedure
Procedure:
Accessing Saved Templates
Start of procedure
To view a diagram previously saved as template:
1. From the File menu, select New >Workflow Diagram. The New Workflow
dialog box opens. The template appears in the Main Workflow tab under
Custom Templates (see Figure 54).
End of procedure
Procedure:
Exporting a Diagram Template to the File System
To export a diagram to the file system or another user’s Composer:
Start of procedure
1. In the Project Explorer, right-click the diagram in the Workflows folder.
2. Select Export. The Export dialog box opens.
3. Under General, select File System and click Next. The File System dialog
box opens (see Figure 55).
4. In the File System dialog box, select the folder containing the diagram(s).
5. On the right, click check boxes to indicate the diagram(s) to export.
6. Opposite To directory, select the Composer installation to export to or
browse for the destination directory.
7. At the bottom of the dialog box, select one of the following:
• Overwrite existing files without warning
• Create directory structure for files
• Create only selected directories (default).
8. Click Finish.
End of procedure
Procedure:
Importing a Diagram Saved as a Template
Start of procedure
To import a diagram previously saved as a template:
1. In the Project Explorer, right-click the diagram in the Workflows folder.
2. Select Import. The Import dialog box opens.
3. Under General, select File System and click Next.
4. In the File System dialog box, opposite From directory, click Browse.
5. Open the workspace directory followed by the Project folder.
6. Within the Project folder, select the Workflows folder that contains the
template to import and click OK.
7. In the File System dialog box on the right, click check boxes to indicate
the template(s) to import. Figure 56 shows an example.
8. Opposite Into folder, browse for and select the folder to import into.
9. Under Options, select one of the following:
• Overwrite existing files without warning
• Create directory structure for files
• Create only selected directories (default).
10. Click Finish.
End of procedure
Custom Blocks
Think of a custom block as a pre-filled template for a block.
Procedure:
Creating a custom block
Start of procedure
1. Add the block to use as the pre-filled template.
2. Fill out the properties to be the basis of the template.
3. Right-click the block to bring up a shortcut menu.
4. From the shortcut menu, select Add as custom tool. Note this option is not
available for the IPD blocks.
5. In the Custom Tooling dialog box, name and describe the custom block and
click OK. Composer adds the block to the palette in the Custom category.
End of procedure
Note: When you create a new block, you must add a mapping to define
which fields should be template-aware.
Procedure:
Changing Existing Custom Blocks
Start of procedure
To change an existing custom block:
1. Within the palette, right-click a custom block and select Customize… from
the context menu. This opens the Customize Palette dialog box.
2. Navigate to/select the block you want to change (see Figure 57).
3. You can:
• Change the label.
• Edit the description.
• Delete the block entirely.
End of procedure
Procedure:
Deleting a Custom Block
Start of procedure
To delete a custom block:
1. Within the palette, right-click a custom block and select Customize… from
the context menu. This opens the Customize Palette dialog box shown
above.
2. Navigate to/select the block you want to delete.
3. Click the Delete button at the top of the Customize Palette dialog box.
4. Click OK.
End of procedure
Procedure:
Hiding the Custom category
Start of procedure
To hide the Custom category on the palette:
1. In the Customize Palette dialog box (see above steps), select the Custom
folder.
2. Click the Hide checkbox. Later, if you need the Custom category back on
the palette, select the Custom folder and un-click Hide.
3. Click OK.
End of procedure
Procedure:
Import/Export of Custom Blocks
Start of procedure
To import or export a custom block so that it can be shared across multiple
users/Composer installations:
1. Select the custom block in the palette.
2. From the Diagram menu, select one of the following:
a. Import Custom Blocks… to open the Select Custom Tooling Definition
dialog box.
• Browse to the location for the previously exported custom block
file, which will have a *.ctooling extension.
• Select the file, and click OK.
b. Export Custom Blocks... to open the Create Custom Tooling
Definition dialog box.
• Name the file.
• Keep the file type as custom tooling, and click OK. The custom
block is saved as file with a *.ctooling extension.
End of procedure
Composer Blocks
This appendix introduces you to Composer’s IPD and diagram-building
blocks. It also lists the Interaction Routing Designer block equivalent for each
Composer block, where one exists. See the Composer 8.1 Help for the
properties associated with each Composer block.
This appendix contains the following sections:
z
IPD Blocks, page 113
z Workflow Diagram-Building Blocks, page 114
z
Composer Blocks Mapped to IRD Objects, page 122
z
Other Functionality, page 126
IPD Blocks
As described in “Interaction Process Diagrams” on page 16, an interaction
process diagram is comprised of various IPD-building blocks. Table 2
summarizes Composer’s IPD blocks.
Interaction Queue Use this block to define a multimedia (non-voice) interaction queue in an
interaction process diagram and to create views, which define conditions
for pulling interactions out of queues for submittal to workflows. See
“Defining an Interaction Queue” on page 73 for more information.
Media Server Represents an existing media server, such as an e-mail server. Use to direct
interactions from a media server into an interaction process diagram. See
“Adding a Media Server Block” on page 70 for more information.
Workbin Use to define a temporary storage area for interactions accessible from the
agent desktop.
Flow Control Blocks In an IPD, when an interaction is submitted from an interaction queue to a
routing workflow, you can create multiple views per queue, with each view
having its own set of conditions and managing submission of an interaction
to a separate routing workflow. To support multiple views per interaction
queue, the following Flow Control blocks are available when creating an
IPD: Branching, ECMAScript, Log. (definitions in Table 3).
Attach Use the Attach block for attaching a specific interaction to the current
Orchestration Server session.
Begin Parallel Use this block to enable the design of multiple threads, such as running
busy treatments in parallel files. A thread is a list of blocks that run one
after another. Use the End Parallel block to mark the end of the threads that
were started by a matching Begin Parallel block.
Cancel Event Use this block to cancel custom events. The event name and message can
be specified. You can select a dynamic variable as the message. ORS 8.1.2+
versions are required for Raise and Cancel Event blocks.
Detach Use the Detach block for detaching a specific interaction from the current
Orchestration Server session.
Disconnect Use to disconnect the caller and end the call. The Disconnect block invokes
the Cancel Call treatment, which ends the workflow and deletes the
interaction from URS memory.
End Parallel Use the End Parallel block to mark the end of the threads that were started
by a matching Begin Parallel block.
Entry All workflow diagrams must start with an Entry block. Defines variables
that can be shared across different blocks in the same workflow.
Exit Use to terminate the workflow or to return control back to the calling
workflow in case of a sub-workflow (subroutine).
Looping Use this block to iterate over a sequence of blocks multiple times in the
following scenarios:
• Iterate over a sequence of blocks based on a self-incrementing counter
(FOR).
• Iterate indefinitely until an exit condition is met (WHILE).
• Iterate over records/data returned by the DB Data block
(CURSOR/FOREACH). Also, populate variables if variables mapping
is defined as described in the Composer 8.0 Help.
• Iterate over data returned by Context Services blocks (FOREACH).
Also, populate variables if variables mapping is defined.
• Iterate over a JSON array defined in the application.
Raise Event Use this block to throw custom events. The event name and message can be
specified. You can select a dynamic variable as the message. ORS 8.1.2+
versions are required for Raise and Cancel Event blocks.
SCXML State Use to write custom SCXML code for Composer to include in the SCXML
document that it generates based on the workflow diagram.
Wait Use to have ORS transition out when one of the defined events is received
and the associated condition is true.
Routing Blocks
Table 4 summarizes the workflow diagram-building blocks used for routing.
Table 4: Routing Blocks
Default Route Instructs URS to route a voice interaction to the default destination.
Force Route Forces Universal Routing Server to route the interaction to the first target
type without any other operations.
Routing Rule Select routing rules that currently exist in the Configuration Database, such
as those created with Interaction Routing Designer: You can select load
balancing, percentage, or statistics routing rules.
Stop Interaction Requests Interaction Server to stop processing an interaction and allows
assignment of a reason code.
Target Routes a voice interaction to a target. Can be used for percentage and/or
conditional routing using threshold expressions, such as those used for
share agent by service level agreement routing.
Delete User Use to delete an announcement created by a caller using the Create User
Announcement Announcement block.
IVR Use to invoke an interactive voice response (IVR) unit and connect the
interaction to the IVR.
Play Sound Use to play audio resources of the following type: Music, BusyTone,
FastBusyTone, RingBack, RecordedAnnouncement (on Stream Manager),
Silence.
Chat Transcript Use to create (but not send) an e-mail message that is generated from your
site’s Standard Response Library and which has the customer’s chat
transcript attached. Use the Send Email block to send the message out.
Classify Interaction Use to have Universal Routing Server instruction Classification Server to
assign one more category codes (configured in Knowledge Manager as
described in eServices 8.1 User Guide) to a text-based interaction. Once a
category code is assigned, other types of processing can occur based on the
category code.
Create E-mail Use to create an e-mail message to be sent out to a customer or to another
agent and to specify the interaction queue where the outbound e-mail
should be placed.
Create Interaction Use this block to create an interaction record in the Universal Contact
Server Database, for a customer contact. This saves the current interaction
being processed in the database.
Create SMS Use to create an outbound message, which can be sent out as a Short
Message Service (SMS) message to an external SMS Server. SMS refers to
the common text messaging service available on cell phones and other
handheld devices.
E-mail Forward Use to send an incoming e-mail to an external address, such as for agent
collaboration. This block combines the functionality of IRD's Forward
E-mail, Redirect E-mail, and Reply E-mail from External Resource objects.
The Forward Type property specifies the type of functionality by allowing
you to select Forward, Reply to Customer, or Redirect.
E-mail Response Use to send an e-mail in response to incoming interaction resulting from
inbound e-mail or an open media request. This block combines the
functionality of IRD’s Acknowledgement, Autoresponse, and Create
Notification objects.
Identify Contact This block can be used for various purposes. You can:
• Identify a contact based on the User Data of the current interaction.
• Return a list of matching Contact IDs based on the User Data. This
occurs only if a single matching contact record is found or if the Return
Unique property is set to false. Contact attribute values (first name, last
name, email address, and so on) are returned only when a single
matching contact is found (no matter what is the value of the Return
Unique property).
• Create a contact record in the Universal Contact Server (UCS) Database
with information in the User Data if a matching contact is not found.
Update the interaction's User Data with data returned by UCS.
Render Message Use the Render Message block to request Universal Contact Server to
create message content. You can create message content using text from
either the Message Text to Render property, the Result property, or User
Data. This block causes Universal Routing Server to generate a request to
Universal Contact Server for the method RenderMessageContent. The
primary reason for this block is to create message content for use in the
Create SMS block,
Screen Interaction Use to filter a text-based interaction for specific content (specific words or
patterns) based on evaluation of one or more screening rules by
Classification Server. You then have the option of segmenting incoming
interactions to different logical branches based on the result of the screening
query. Screening rules are created in Knowledge Manager as described in
the eServices 8.1 User's Guide.
Send E-mail Use to send an e-mail waiting in a queue that was previously created using
the Create E-mail block.
Send SMS Use this block to send an Short Message Service (SMS) message created
with the Create SMS block.
Update Contact Use this block to update customer profile information in the Universal
Contact Server Database, based on data attached to an interaction.
Server-Side Blocks
Server-Side blocks provide the ability to interact with internal and external
custom server-side pages, Web Services, and URLs. Table 7 summarizes
Server-Side blocks.
Backend Use to invoke custom backend Java Server Pages (JSP). You have the
option to pass back all the application session state data to the backend
logic page on the server.
Business Rule Block Once the Rule Packages (created from Rule Templates) that you want to
work with are deployed to the Genesys Rules Engine, you can use the
Business Rule block on the Server Side palette to create voice and routing
applications that use business rules.
Use this block to have Composer query the Genesys Rules Authoring Tool
(GRAT) for deployed packages. For the Rule Package that you specify,
Composer will query the GRAT for the Facts associated with the Rule
Package. You can then set values for the Facts, call the Genesys Rules
Engine for evaluation, and save the results in a variable.
External Service Use to exchange data with third party (non-Genesys) servers that use the
Genesys Interaction SDK or any other server or application that complies
with the GIS communication protocol.
Web Request Use to invoke any supported HTTP web request or REST-style web
Service.
Web Service Use to invoke Web Services. Data returned by the Web Service is converted
to JSON format and made available in the application.
Associate Service Use the Associate Service block to associate an anonymous service record
with a customer whose profile exists in the database used for Context
Services.
Complete Service Use to mark an active service as completed in the Universal Contact Server
Database used for Context Services.
Complete State Use to mark the completion of a specified state in the context of a service in
the database used for Context Services.
Complete Task Use to mark the application as completing a specified task within a
service/state.
Create Customer Use to create a voice callflow/routing workflow that includes the capability
to create a customer profile through Context Services.
Enter State Use the Enter State block to mark the entry of the application into a
specified state in the context of a service.
Identify Customer Use to identify a customer in the database based on search criteria, which
can be customer profile core data or customer profile extension data.
Query Customer Use to look up a customer's core profile and profile extension attributes.
Query Services Use to query the database for a list of services associated with a particular
Customer ID or, in case of unassociated services, the Contact Key.
Query States Use to query the database used for Context Services for active and
completed states data for a specified service.
Query Tasks Use to query the database used for Context Services for active and
completed tasks within a state for a specified service.
Start Service Use to communicate the creation or start of a service in the UCS Database.
Start Task Use to mark the application as entering a specified task within a
service/state.
Update Customer Use to update the customer profile in the database used for Context
Services.
Outbound Blocks
The Outbound blocks support Genesys Outbound Contact, an automated
product for creating, modifying, running, and reporting on outbound
campaigns for proactive customer contact. Outbound Contact Solution (OCS)
provides automated dialing and call-progress detection, so that an Agent is
required only when a customer is connected.
Add Record Use to automate building of Calling Lists by adding a new record to a
specified Calling List.
Do Not Call Use to add a contact record, such as a phone number or an e-mail address,
to a specified Do Not Call List and marks the corresponding record as Do
Not Call.
Reschedule Record Use to Reschedule a customer interaction from the specified Calling List.
Update Record Use this block to update a Calling List record that you specify via a
RecordHandle parameter.
Day of Week object Branching. You can also use the _genesys.session.day
Functional Module.
Other Functionality
As shown in Table 19, Composer’s interaction process diagrams supply
functionality found in IRD business processes.
Table 18: IRD Business Process Functionality
Table 19 lists other IRD functionality that can also be found in Composer.
Table 19: Other Functionality
Related Documentation
Resources
The following resources provide additional information that is relevant to this
software. Consult these additional resources as necessary.
Cheat Sheets
• Selecting Help > Cheat Sheets opens a dialog box where you can expand
Composer and select tutorials to quickly get started with the concepts. This
includes tutorials for pre-configurations like for the SIP Phone settings,
creating first voice applications, and so on.
Management Framework
• Framework 8.1 Deployment Guide, which provides information about
configuring, installing, starting, and stopping Framework components.
• Framework 8.1 Genesys Administrator Help, which provides information
about configuring and provisioning contact center objects by using the
Genesys Administrator.
• Framework 8.1 Configuration Options Reference Manual, which provides
descriptions of the configuration options for Framework components.
• Stat Server 8.1 User’s Guide, which describes the configuration,
installation, and start procedures relevant to deploying Stat Server.
SIP Server
• Framework 8.1 SIP Server Deployment Guide, which provides information
about configuring and installing SIP Server.
Universal Routing
• Orchestration Server 8.1 Deployment Guide. Contains deployment
information for Genesys Orchestration Server, which offers an open
standards-based platform with an SCXML engine enabling intelligent
eServices/Multimedia
The context services user’s guide, available on the Context Services Wiki,
which provides information on the Universal Contact Server database of
customer-related, service, and interaction-centric data (current and historical).
Composer’s Context Services blocks use this database.
Open Standards
• W3C Voice Extensible Markup Language (VoiceXML) 2.1, W3C
Recommendation 19 June 2007, which is the World Wide Web Consortium
(W3C) VoiceXML specification that GVP NGI supports.
• W3C Voice Extensible Markup Language (VoiceXML) 2.0, W3C
Recommendation 16 March 2004, which is the W3C VoiceXML
specification that GVP supports.
• W3C Speech Synthesis Markup Language (SSML) Version 1.0,
Recommendation 7 September 2004, which is the W3C SSML
specification that GVP supports.
• W3C Voice Browser Call Control: CCXML Version 1.0, W3C Working
Draft 29 June 2005, which is the W3C CCXML specification that GVP
supports.
• W3C Semantic Interpretation for Speech Recognition (SISR) Version 1.0,
W3C Recommendation 5 April 2007, which is the W3C SISR specification
that GVP supports.
• W3C Speech Recognition Grammar Specification (SRGS) Version 1.0,
W3C Recommendation 16 March 2004, which is the W3C SRGS
specification that GVP supports.
Genesys
• Genesys Technical Publications Glossary, which ships on the Genesys
Documentation Library DVD and which provides a comprehensive list of
the Genesys and computer-telephony integration (CTI) terminology and
acronyms used in this document.
• Genesys Migration Guide, which ships on the Genesys Documentation
Library DVD, and which provides documented migration strategies for
Genesys product releases. Contact Genesys Customer Care for more
information.
• Release Notes and Product Advisories for this product, which are available
on the Genesys Customer Care website at http://genesyslab.com/support.
Information about supported hardware and third-party software is available on
the Genesys Customer Care website in the following documents:
• Genesys Supported Operating Environment Reference Guide.
• Genesys Supported Media Interfaces Reference Manual
Consult these additional resources as necessary:
• Genesys Hardware Sizing Guide, which provides information about
Genesys hardware sizing guidelines for the Genesys 7.x and 8.x releases.
Document Conventions
This document uses certain stylistic and typographical conventions—
introduced here—that serve as shorthands for particular kinds of information.
You will need this number when you are talking with Genesys Technical
Support about this product.
Type Styles
Table 20 describes and illustrates the type conventions that are used in this
document.
Monospace All programming identifiers and GUI Select the Show variables on screen
font elements. This convention includes: check box.
(Looks like • The names of directories, files, folders, In the Operand text box, enter your
teletype or configuration objects, paths, scripts, dialog formula.
typewriter boxes, options, fields, text and list boxes, Click OK to exit the Properties dialog
text) operational modes, all buttons (including
box.
radio buttons), check boxes, commands,
tabs, CTI events, and error messages. T-Server distributes the error messages in
EventError events.
• The values of options.
If you select true for the
• Logical arguments and command syntax.
inbound-bsns-calls option, all
• Code samples. established inbound calls on a local agent
Also used for any text that users must are considered business calls.
manually enter during a configuration or Enter exit on the command line.
installation procedure, or on a command line.
Angle A placeholder for a value that the user must smcp_server -host <confighost>
brackets specify. This might be a DN or a port number
(< >) specific to your enterprise.
Note: In some cases, angle brackets are
required characters in code syntax (for
example, in XML schemas). In these cases,
italic text is used for placeholder values.
A C
acknowledgement e-mail. . . . . . . . . . . 50 Cancel Call block . . . . . . . . . . . . . . 117
Add Record block . . . . . . . . . . . . . . 122 Cancel Event block . . . . . . . . . . . . . 114
agent last handling . . . . . . . . . . . . . . 50 Cancel Record block. . . . . . . . . . . . . 122
angle brackets . . . . . . . . . . . . . . . . 135 canvas area . . . . . . . . . . . . . . . . . . 26
ANI . . . . . . . . . . . . . . . . . . 34, 39, 123 Category codes . . . . . . . . . . . . . . . . 52
application server . . . . . . . . . . . . . . 15 Chat Transcript block . . . . . . . . . . . . 118
application variables . . . . . . . . . . . . . 34 Check Interval . . . . . . . . . . . . . . . . . 76
Assign block . . . . . . . . . . . . . . . . . 114 CheckAgentState function . . . . . . . . . . . 37
Associate Service block . . . . . . . . . . . 121 Classification Segmentation . . . . . . . . . 124
Attach Block . . . . . . . . . . . . . . . . . 114 Classify Interaction block . . . . . . . . . . 118
audience, for document . . . . . . . . . . . 10 ClearCase . . . . . . . . . . . . . . . . . . . 70
auto-response e-mail. . . . . . . . . . . . . 79 code validation . . . . . . . . . . . . . . . . . 89
commenting on this document . . . . . . . . . 11
Complete Service block . . . . . . . . . . . 121
B Complete State block . . . . . . . . . . . . 121
Complete Task block. . . . . . . . . . . . . 121
Backend block . . . . . . . . . . . . . . . . 120
Composer block listing. . . . . . . . . . . . 113
Begin Parallel block . . . . . . . . . . . . . 114
Composer Voice . . . . . . . . . . . . . . . . 9
blocks
conditional routing decisions. . . . . . . . . . 35
adding to the canvas . . . . . . . . . . . . 95
Configuration Database objects . . . . . . 52, 66
connecting . . . . . . . . . . . . . . . . . . 96
Context Services . . . . . . . . . . . . . 121 Configuration Server
descriptions of . . . . . . . . . . . . . . . 113 connecting to . . . . . . . . . . . . . . . . 66
menu . . . . . . . . . . . . . . . . . . . . 42
eServices . . . . . . . . . . . . . . . . . 117
flow control . . . . . . . . . . . . . . . . 114 preferences . . . . . . . . . . . . . . . . . 42
IRD equivalent. . . . . . . . . . . . . . . 122 connecting blocks . . . . . . . . . . . . . . . 96
Contact Server . . . . . . . . . . . . . . . . . 53
routing . . . . . . . . . . . . . . . . . . . 116
server-side. . . . . . . . . . . . . . . . . 119 Context Services. . . . . . . . . . . . . . . . 53
voice treatment . . . . . . . . . . . . . . 117 blocks . . . . . . . . . . . . . . . . . . . 121
preferences . . . . . . . . . . . . . . . . . 42
brackets
angle. . . . . . . . . . . . . . . . . . . . 135 conventions
square . . . . . . . . . . . . . . . . . . . 135 in document . . . . . . . . . . . . . . . . 134
type styles. . . . . . . . . . . . . . . . . 134
Branching block . . . . . . . . . . . . . . . 114
branching in Expresion Builder. . . . . . . . 35 conversation management. . . . . . . . . . . 55
Create Customer block . . . . . . . . . . . 121
K block categories. . . . . . . . . . . . . . . 17
location . . . . . . . . . . . . . . . . . . . 27
Knowledge Management. . . . . . . . . . . 52 workflow block categories. . . . . . . . . . 29
Pause block . . . . . . . . . . . . . . . . . 117
percentage routing rule . . . . . . . . . . . 116
L perspectives
changing . . . . . . . . . . . . . . . . . . 98
language for routing application . . . . . . . 65
Composer perspective . . . . . . . . . . . 97
List Objects Manager/Builder, . . . . . . . . 39
customizing . . . . . . . . . . . . . . . . . 99
load balancing routing rule . . . . . . . . . . 116
planning and design . . . . . . . . . . . . . . 49
locale . . . . . . . . . . . . . . . . . . . . . 65
Play Application block . . . . . . . . . . . . 117
Log block . . . . . . . . . . . . . . . . . . . 115
Play Message block . . . . . . . . . . . . . 117
Looping block . . . . . . . . . . . . . . . . 115
Play Sound block . . . . . . . . . . . . . . 117
predefined statistics . . . . . . . . . . . . . . 38
M Preferences
enabling routing functionality . . . . . . . . 58
main toolbar . . . . . . . . . . . . . . . . . 41 routing preferences . . . . . . . . . . . . . 42
managing conversations . . . . . . . . . . . 55 preparation. . . . . . . . . . . . . . . . . . . 49
maximizing/minimizing views. . . . . . . . . 99 Project
media server . . . . . . . . . . . . . . . . . 52 creating new . . . . . . . . . . . . . . . . 64
Media Server block. . . . . . . . . . . . . . 17 definied . . . . . . . . . . . . . . . . . . . 19
adding . . . . . . . . . . . . . . . . . . . . 70 folders. . . . . . . . . . . . . . . . . . . . 20
definition . . . . . . . . . . . . . . . . . . 113 templates . . . . . . . . . . . . . . . . . . 56
endpoints . . . . . . . . . . . . . . . . . . 70 type . . . . . . . . . . . . . . . . . . . . . 64
menu bar . . . . . . . . . . . . . . . . . . . 41 variables . . . . . . . . . . . . . . . . . . 34
META-INF folder . . . . . . . . . . . . . . . 21 workspace. . . . . . . . . . . . . . . . . . 20
minimize button . . . . . . . . . . . . . . . 100 Project Explorer . . . . . . . . . . . . . . 19, 27
monospace font . . . . . . . . . . . . . . . 135 Project templates . . . . . . . . . . . . . . . 62
multimedia processing blocks . . . . . . . . 117 Properties view . . . . . . . . . . . . . . 27, 30
multimedia processing stages . . . . . . . . 49 publishing an IPD . . . . . . . . . . . . . . . 87
N Q
NET Composer Project. . . . . . . . . . . . 41 Query Customer block . . . . . . . . . . . . 121
new project creation . . . . . . . . . . . . . 41 Query Services block . . . . . . . . . . . . 121
Query States block. . . . . . . . . . . . . . 121
Query Tasks block . . . . . . . . . . . . . . 121
O Queue Interaction block . . . . . . . . . . . 116
Queue Reference block . . . . . . . . . . . . 83
Offer personalization . . . . . . . . . . . . . 53 queue.modules . . . . . . . . . . . . . . . . 37
offline mode . . . . . . . . . . . . . . . . . 66
online mode . . . . . . . . . . . . . . . . . 66
Operator buttons in Expression Builder . . . 36 R
OPM block . . . . . . . . . . . . . . . . . . 120
Oracle database . . . . . . . . . . . . . . . 76 Raise Event block . . . . . . . . . . . . . . 115
orchestration . . . . . . . . . . . . . . . . . 55 reason code . . . . . . . . . . . . . . . . . 116
Orchestration Platform . . . . . . . . . . . . 10 Record Processed block . . . . . . . . . . . 122
order for extracting interactions . . . . . . . 76 required software . . . . . . . . . . . . . . . 52
Outbound blocks . . . . . . . . . . . . . . . 122 Reschedule Record block . . . . . . . . . . 122
Outline view . . . . . . . . . . . . . . . . . 27 Resource property . . . . . . . . . . . . . . . 28
Output Link . . . . . . . . . . . . . . . . . . 96 Route Interaction block . . . . . . . . . . . 116
routing application defined . . . . . . . . . . . 16
routing blocks . . . . . . . . . . . . . . . . 116
P routing defined . . . . . . . . . . . . . . . . . 15
routing functionality
palette enabling . . . . . . . . . . . . . . . . . . . 58
routing point . . . . . . . . . . . . . . . . . 16 U
routing rules . . . . . . . . . . . . . . . . . 116
Universal Contact Server . . . . . . . . . . . 53
Universal Contact Server Database . . . . . . 53
S Update Contact block . . . . . . . . . . . . 119
Update Customer block . . . . . . . . . . . 121
sample interaction processing diagrams . . . 56 Update Record block . . . . . . . . . . . . 122
Scheduling . . . . . . . . . . . . . . . . . . 76 URS functions . . . . . . . . . . . . . . . . . 37
Screen Interaction block . . . . . . . . . . . 119 URS predefined statistic . . . . . . . . . . . . 38
Script property . . . . . . . . . . . . . . . . 36 User Data block . . . . . . . . . . . . . . . 116
SCXML code . . . . . . . . . . . . . . 16, 17, 41 User Input block . . . . . . . . . . . . .117, 119
SCXML editor . . . . . . . . . . . . . . . . 22
SCXML State block. . . . . . . . . . . . . . 116
SCXML-based routing applications . . . . . 15 V
Send E-mail block . . . . . . . . . . . . . . 119
Send SMS block . . . . . . . . . . . . . . . 119 validating code . . . . . . . . . . . . . . . 78, 89
server-side blocks . . . . . . . . . . . . . . 119 variables definition . . . . . . . . . . . . . . . 34
service level agreement routing . . . . . . . 116 version numbering, document . . . . . . . . 134
Service Model . . . . . . . . . . . . . . . . 55 view
Service personalization . . . . . . . . . . . 53 Condition . . . . . . . . . . . . . . . . . . 76
Service Type . . . . . . . . . . . . . . . . . 53 defining . . . . . . . . . . . . . . . . . . . 75
Set Default Route block . . . . . . . . . . . 117 Order . . . . . . . . . . . . . . . . . . . . 76
single-tenant environment . . . . . . . . . . 67 scheduling . . . . . . . . . . . . . . . . . 76
Skill Expression Builder . . . . . . . . . . . 40 view for pulling interactions . . . . . . . . . . 73
software required . . . . . . . . . . . . . . . 52 viewing multiple diagrams . . . . . . . . . . 102
square brackets . . . . . . . . . . . . . . . 135 voice treatment blocks . . . . . . . . . . . . 117
Standard responses . . . . . . . . . . . . . 53
Start Service block . . . . . . . . . . . . . . 121
Start Task block . . . . . . . . . . . . . . . 121 W
state . . . . . . . . . . . . . . . . . . . . . 54
Wait block . . . . . . . . . . . . . . . . . . 116
Statistics Manager and Builder . . . . . . . . 38
Web Request block . . . . . . . . . . . . . 120
statistics routing rule . . . . . . . . . . . . . 116
Web Service block . . . . . . . . . . . . . . 120
Stop block . . . . . . . . . . . . . . . . . . 83
white blocks . . . . . . . . . . . . . . . . . . 83
Stop Interaction block . . . . . . . . . . . . 116
Window menu . . . . . . . . . . . . . . . . . 42
Stop Processing Reason . . . . . . . . . . . 53
Workbin block . . . . . . . . . . . . . . 17, 114
Subroutine block . . . . . . . . . . . . . . . 116
Workflow block. . . . . . . . . . . . 17, 81, 113
Subversion . . . . . . . . . . . . . . . . . . 70
workflow cannot create . . . . . . . . . . . . 59
workflow diagram
T creation . . . . . . . . . . . . . . . . . . . 78
general properties. . . . . . . . . . . . . . 29
Target block . . . . . . . . . . . . . . . . . 116 name in Workflow block. . . . . . . . . . . 28
tasks . . . . . . . . . . . . . . . . . . . .54, 55 preferences . . . . . . . . . . . . . . . . . 42
templates for IPDs . . . . . . . . . . . . . . 56 viewing multiple . . . . . . . . . . . . . . 102
tenant. . . . . . . . . . . . . . . . . . . . . 67 workflow variables . . . . . . . . . . . . . . . 34
Time segmentation functionality . . . . . . . 124 Workflow-generated blocks . . . . . . . . . . 17
Timezone preferences . . . . . . . . . . . . 42 workflow-generated blocks . . . . . . . . . . 83
toolbar buttons . . . . . . . . . . . . . . . . 41
type styles
conventions . . . . . . . . . . . . . . . . 134
italic . . . . . . . . . . . . . . . . . . . . 134
monospace . . . . . . . . . . . . . . . . 135
typographical styles . . . . . . . . . . . . . 134