【正文】 DS 1/3 1/3 URS B URS A URS C Hot standby方式：運(yùn)行時(shí)只有一 個(gè) URS工作，另一處于熱備份狀態(tài) 由 LDS做負(fù)載均衡方式：所 URS均處工作狀 態(tài)，由 LDS向處于運(yùn)行狀態(tài)的 URS平均負(fù)載 路由解析的高可靠度與負(fù)載均衡（ 2） 路由處理過(guò)程描述 Applications and Database PBX IVR Trunk Lines URS IVR collects customer info.. Interaction routing request is forwarded to the routing engine Routing engine selects targets are based on customer information from database Data about the customer is “popped” at the selected agent’s desktop and voice is routed to agent’s phone at the same time TServer Stat Server MServer Email Gateway Stat Server provides agent extension based on requested statistic (longest available, etc.) Customer’s call arrives at the contact center ERS 特點(diǎn)總結(jié) ? 圖形化界面，使用及其方便 ? 組件豐富，功能強(qiáng)大 ? 可以實(shí)時(shí)監(jiān)測(cè)運(yùn)行狀況 ? 路由策略即時(shí)生效 ? 系統(tǒng)運(yùn)行穩(wěn)定 Genesys Universal Router ? UR (Universal Router) allows extremely flexible routing decisions for all interactions ? UR allows enterprises to execute skillsbased strategies and much more: – UR uses the plete context of each transaction to effectively execute business rules – UR is media independent – UR makes possible for the first time true datadriven routing ? UR allows routing based on service level, estimated waiting time, and many other operational parameters Genesys 6 Routing Features ? Routing server load balancing ? Service level routing ? New user interface for building and loading strategies ? Interaction distribution monitoring within the strategy ? Realtime changes to distribution rules ? Dynamic update of configuration changes New Features (1 of 2) ? Servicelevel routing ? Greatly enhanced usability ? Highlevel distribution blocks ? Highlevel expression objects ? Segmentation objects ? Database wizard ? Print preview / print ? Zoom New Features (2 of 2) ? Flexible error processing ? Loading strategies from IRD ? Realtime changes to distribution rules ? Dynamic update of configuration changes ? Interaction distribution monitoring within the strategy Your Basic Strategy: Hello World! Making Sure It Works Managing Strategies ? Monitoring view ? Server status lights ? Loading strategies ? Monitoring interaction distribution ? Dynamic change of distribution rules Monitoring View Monitoring View operation status of interactions entered/routed/.. through this RP Loading Strategies Monitoring Interaction Distribution Show of interactions and %of total interactions through each strategy branch Dynamic Change of Reusable Routing Rules ? Change the parameters of the reusable routing rules (listed here), and the behavior of any production strategies using these rules will change accordingly ? Example: A production strategy using a percentage allocation rule that distribute 50% to target 1 and 50% to target2 ? Change the distribution to 70%/30% and you will see target1 start to get more calls and target2 fewer calls. CME Objects for IRD ? Created by IRD behind the scene ? Strategy: script object of simple routing type ? Business rule, routing rule, attribute, interaction data transaction object – URS only uses routing rule by reference enable dynamic change of distribution rules – URS uses other objects as macros in strategies Storage of strategies ? Properties stored in script object – Annex tab contains version, path, byte code,etc info ? Graphical images and context is stored in .rbn file – User should not manipulate .rbn file Key Lessons ? Segmentation objects – DNIS, generic ? Reusable interaction data – =UData in SB ? Attaching data – Attach is a function in IRD ? Reusable routing rules – load balancing, statistical distribution ? Selection object – ~TargetSelect, TargetList in SB Reusable Objects (1 of 2) ? Define once, accessible from all strategies ? Characteristics similar to variables – Property changes propagate automatically to strategies referencing the objects – Renaming, however, requires replacing the reference to this object – Search and replace capability will be available in later release ? Interaction Data – Data dictionary of UData data key, eg. Account_balance, LastName – Defines valid values in drop down list ? Routing Rules – Force, load balancing, percentage