【正文】 nt 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。 And | Or ? Comparable Operators = Equal != Not Equal Less Than Greater Than = Less Than or Equal To = Greater Than or Equal To ? Group Expressions ( ) Grouping Logical Expressions Routing Sentence:Regular Route ? Target Availability check done ? Uses Stat server information ? .A, .AP, .GA, .GP, .Q, .RP Examples Day = Friday Targets [??,] ANI = 4154371038 Targets[??,] Day = Friday Assign[var1,??, Targets[??var1] Routing Sentence:Force Route ? No target availability check done ? Does not use Stat server ? Extensions, ACD Queues, Route Points, Phone numbers Examples Day = Friday Force[ ] Targets[??,2515] ANI = 4154371038 Force[ ] Targets[??,8001] Day = Saturday Force[ ] Targets[??,4152225544] Routing Sentence:Agent Skill Route ? Skills assigned in CME ? No upper limit on skill levels ? No limit on number of skills Examples Day = Friday Targets[??,Skill[?statserver?,(?French?2) amp。中國工商銀行 多媒體聯系中心解決方案培訓 Enterprise Routing Solution 閔承忠 Adam Min 企業(yè)咨詢服務 顧問 /eSOON 中國區(qū) It’s Simple in Principle ? What would you ask if you were CEO? – Who are you? – What do you want? – What ELSE do you want? – Who is available? – What else is going on? ? Of course, the details are more interesting… Customers Agents Center Supervisors Business Managers Dissatisfied Customers ? No corporate memory about them ? Wait time too long ? Many transfers ? Inconsistent service across media Lost Business Routing Frustrated Agents ? Uneven workload ? Lack customer info ? Wrong type of calls for skills Lower Productivity High Agent Turnover How to Optimize Resources? ? No way to differentiate callers ? Lack realti