【正文】 (?English?9)]] Routing Sentence:Default Route ? When all conditions fail, routes to default destination ? Default Route can also be explicitly specified Examples DNIS = 18005551212 Default ? Default destination look up order – Routing Point (Default DNs) – Default_destination (IR server application – options tab) Treatments ? Treatments are switch specific ? Mandatory Treatments – Applied before queuing a call to a target ? Busy Treatments – Applied during the wait time for a target ? Types of Treatments – Music[source]: seconds – Silence: seconds – RingBack: seconds – Busy: seconds Functions ? UR Server es with many builtin functions – Examples: GetCurrentSwitch[], SelectDN[] – Custom functions can be included ? UR Server also provides significant flow control tools – Strategy jumping, GOTO statements, blocks, macros, etc. Multisite Configuration ? Major steps in Genesys configuration: – Define access code for reaching remote switch (switch properties) – Define external routing point for calls to arrive at in remote switch (new switch DN) – Connect the TServers of the two (or more) sites in CME (TServer application Connections tab) – Modify strategy to route interaction to remote site (just add a target at the logged in at the remote site!) Defining Access Codes Set up the access code to go from Boston to San Francisco in the Boston_link1 switch properties. Setting Up the External Routing Point Connecting the TServers Enables munication between TServers. Example Multisite Call Flow (1) ? Inbound call reaches switch in Boston. ? Interaction Router finds the best agent in San Francisco. ? Boston (originating) TServer requests from San Francisco (destination) TServer an access number that will enable the transfer of the voice call. Example Multisite Call Flow (2) ? San Francisco TServer references the access codes from the Boston switch properties in CME and passes the required code with a reserved external routing point to Boston TServer. ? Boston TServer instructs the Boston switch to transfer the voice call. Example Multisite Call Flow (3) ? San Francisco switch receives the voice call. ? San Francisco TServer matches the data transferred from the Boston TServer with the voice call. ? Call is transferred to the target agent with screen pop. Enterprise Routing:MultiSite Architecture Dallas Caller New York San Francisco Voice Data WAN TServer TServer TServer URS Stat Server CME Customer DB DB Server PSTN VPN VPN Network Routing: MultiSite Architecture Carrier WAN Caller TServer TServer SCP Voice Switching Systems Voice Data Amsterdam Paris London URS Stat Server CME Customer DB DB Server Network TServer TServer Routing Functions ? There are many (105 documented) functions in the Interaction Routing Designer which can be invaluable – They are documented in Routing 6 Reference Information Manual – Functions are grouped according to their use ? Call information ? Target manipulation ? String manipulation ? Configuration ? Date and Time ? Statistical ? Miscellaneous ? Reporting URS is Agnostic ? It really doesn’t care what 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 ? Age