【正文】 t it is routing – It gets a route request and executes a script – The value is in what data it gets to use… ? Real time state and statistical information ? Business data from any database ? User data attached to the “call” (or whatever) – And in the rules it can apply to that data URS Data Retrieval ? Three function calls in the URS language allow URS to retrieve data for use in making routing decisions. – UData – SData – XData UData ? UData stands for User Data – KeyValue pairs stored in TEvent structure – Also referred to as “attached data” ? All data attached to call is available to URS routing strategies – As Interaction Data ? URS can also attach data to the call during strategy – Useful for passing data out of URS to application, reporting platform, etc. ? Attached data is basis of Business Filters UR and the Desktop ? UR can be integrated easily with Agent Desktop – Attached data as real time munications tool – Context gathering for screen pop – Dynamic workflow management ? Agent Scripting is one example ? Determine what to pop and how to do it based on operational parameters passed by URS – Getting data from desktop (CRM) to UR SData ? SData stands for Statistical Data ? UR retrieves telephony and statistical object data from Stat Server ? Commonly used statistics are predefined in Designer UR and the IVR ? IVR is key part of UR solution – IVR and URS together provide plete approach to routing and automated resolution of calls ? Both can access key data sources ? IVR can gather input from caller ? Routing Solution can monitor resources throughout the enterprise and choose best targets for delivery XData ? XData stands for External Data ? Retrieved from external server to IR Server such as database (via DB Server or Custom Server) ? IR can call to Select statements or Stored Procedures Database Wizard (1 of 3): Configuration ? To create select statements in database wizard ? Define configuration objects to map the tables and columns use in select – Field Format Table access In our example, define ?One field for each column: AcctNum, Balance, Language, LastName ?One format for each table: Customer_Table_Format ?One Table access for each table: Customers Database Wizard (2 of 3):Configuration Table access User defined fields. Other properties of field object follows database definition Format is used to define table access. Format consists of shortcuts to field objects Database Wizard (3 of 3):Assigning/Attaching Output ?Assign output to variable(s) ?Assign one output value to one variable ?Assign one or more output values to variable(s). Output should be of the format “Key1:Value1|Key2:Value2|..”. Keys in the output will be ignored. ?Assign one or more output values to variable(s). Output values should be separated by userdefined symbol (defined in next window) ?Attach output to key(s) ?Create one or more keyvalue pairs by replacing the key(s) in the output of the format “Key1:Value1|Key2:Value2|..” with interaction data key(s). ?Create one or more keyvalue pairs. Output value(s) should be separated by userdefined symbol (defined in next window) ?Create one or more keyvalue pairs as defined by the key(s) and value(s) in the output of the format “Key1:Value1|Key2:Value2|..” Flexible Error Processing (1 of 2) ?Can process errors differently based on the object which generates the error. For example, on error from load balancing, force route the call。 on error from percentage allocation, print out the error message (using print function). ?Compared with when only one error handling block is allowed for each strategy. Flexible Error Processing (2 of 2) ?The error handling object enables processing of errors from functions/objects based on different error codes generated. ? functions OnError and GetLastError are retired in v6 Attributes and Business Rules ? You can build any strategies without using them ? Why use them? – Reusable objects – Simplify strategies: press many switch objects into one (business segmentation) – Explicit about business rules and facilitate reporting on these rules Thank You!! 閔承忠 Adam Min/eSOON 中國區(qū)