Jump to: navigation, search

User Terminated Delayed Agent Preview


This Callback scenario is an outbound service that goes through the following stages:

Start Callback

  • Callback service: Returns session id to the user.
  • Callback service: Waits for an agent to be available.
  • Callback service: Reserves agent.
  • Callback service: Sends preview invite to agent.
  • Agent Desktop: Displays customer attached data with actions Accept and Cancel.
  • Agent: Accepts the invitation by clicking the Accept button.
  • Callback service: Receives the agent acceptance request.
  • Callback service: Calls the mobile device from reserved agent's DN.
  • Mobile device: Accepts the call.
  • Callback service: Waits for interaction to be deleted.
  • Callback service: Terminates after interaction is deleted.

Configuration Options

The table below lists the key options applicable to this scenario.

Use the GMS Service Management UI to set the configuration options. On the Services > Configured Services tab, add a Callback service with User-Terminated-Preview as the Common Default Configuration (see Adding a Service). When you add this service and default configuration, many options are automatically populated with the appropriate default values. Some options, however, will require you to enter your own values. See the Comments column in the following table for these details.

Category Option Value Comment
General _call_direction USERTERMINATED These are the default values, which are automatically populated when using the pre-defined User-Terminated-Preview service. You do not need to change these values.
_media_type voice
_wait_for_agent true
_wait_for_user_confirm false
URS Queuing _target <string> You must enter a string value for this option. This option is the routing target that specifies the agent/queue resource that will process this request. Format the string according to the URS target specification:

<Target String>@<StatServer name>.<Target Type>

Where Target Type is one of the following:

  • A (Agent)
  • AP (Agent Place)
  • GA (Group of Agents)
  • GP (Group of Places)
  • Q (Queues [real and virtual])
  • DN (DN)
  • GA (Skill)
  • GC (Campaign Group)
  • RP (Routing Points [real and virtual])
  • DL (Destination Label)

For example:

  • Billing@StatServer.GA - routes to Agent Group "Billing"
  • English=20&Loans=2@StatServer.GA - routes to any agent matching the skill expression

See the Universal Routing Server (URS) documentation for additional information about URS targets.

_urs_server_url http://<urs primary hostname:port> You must enter the URL for your primary Universal Routing Server (URS).
_urs_virtual_queue <virtual queue to be used by strategy> You must enter the virtual queue to which the service request will be added.
_urs_prioritization_strategy WaitForTarget The default value shown here matches the name of the URS strategy that you imported into IRD. If you changed the name of the strategy, update this value to reflect the correct name.
_urs_strategy_update_sub_routine SetRouteDelay The default value shown here matches the name of the URS subroutine that you imported into IRD. If you changed the name of the subroutine, update this value to reflect the correct name.
Voice-User Terminated _prefix_dial_out 9 The options shown here are applicable for this scenario. You can use the default values, or you can set your own values (some of the options require you to set your own value).
_route_point <value>
_userterminated_first_connect_party AGENT
_agent_preview true
_agent_preview_allow_reject false
_agent_preview_timeout 30 (seconds)
_cpd_enable false
Voice Treatment _treatment_call_failure_answering_machine GMSApplications/<treatmentfile> Enter the value shown here if you are using Genesys Media Server. If you are using a different media server, enter the path where you have placed your voice treatment files.
_treatment_find_agent_fail GMSApplications/<treatmentfile>
_treatment_waiting_for_agent GMSApplications/<treatmentfile>
_treatment_customer_connect GMSApplications/<treatmentfile>

Sample Request and Response Sequence


Request Method:POST
Status Code:200 OK
Request Headersview source
Accept:application/json, text/javascript, */*; q=0.01
Cookie:JSESSIONID=1q2r9rzpkelzas5uh21vrubqd; BAYEUX_BROWSER=c397-1v94320p0gfmni2a3d4xs12mv
User-Agent:Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/31.0.1650.57 Safari/537.36
Request Payload
Content-Disposition: form-data; name="first_name"

Content-Disposition: form-data; name="last_name"

Content-Disposition: form-data; name="_provide_code"

Content-Disposition: form-data; name="_customer_number"

Content-Disposition: form-data; name="location_lat"

Content-Disposition: form-data; name="location_long"

Content-Disposition: form-data; name="_device_os"

Content-Disposition: form-data; name="_agent_preview_data"

Field1Val, Field2Val,Field3Val,Field4Val


HTTP/1.1 200 OK
{"_dialog_id":"0","_action":"ConfirmationDialog","_text":"You will receive a call from the agent","_ok_title":"Ok","_id":"440-f86e4dff-2c00-4753-a876-5b52354566de"}

Sequence Diagram

Click on the diagram to access full resolution.


This page was last modified on November 24, 2017, at 03:33.


Comment on this article:

blog comments powered by Disqus