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_ixn_redirect_hints

Section: General
Default Value:
Valid Values: JSON-formatted string
Changes Take Effect: Immediately


Sets the hints parameter of the scxml ixn:redirect request for routing the callback call to the agent. You can use this parameter to override the customer phone number presented to the agent. Use this parameter if the prefix applied to outbound numbers should not be displayed to the agent. For example, the outbound number displayed to the agent can be set as follows:

{"extensions": {"CPNDigits": "5551234"}}
Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

_agent_first_via_rp

Section: Voice - User Terminated
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.108.02

Enables dialing of the call from the route point (set in the _route_point option) in a user-terminated scenario connect to agent first where the agent preview mode is disabled. Otherwise, the call will be dialed directly from the agent's DN.

This option is mandatory.

_route_point

Section: Voice - User Terminated
Default Value:
Valid Values: String
Changes Take Effect: Immediately


Route point from which the system can create a user-terminated (outbound) call.

This option is mandatory.

_trunk_group

Section: Voice - User Terminated
Default Value:
Valid Values: routing_point
Changes Take Effect: Immediately
Introduced: 8.5.201.04

Trunk Group from which the system can create a user-terminated (outbound/inbound) call. If you configured _agent_first_via_tg = true, this option is mandatory.

_agent_first_via_tg

Section: Voice - User Terminated
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.201.04

If true, enables the call dialing from the trunk group (configured in the _trunk_group option) in the following user-terminated scenario. When the trunk group dials the call to the customer, it makes a call to the agent first where the agent preview mode is disabled, and the agent can consult the call to the customer. Finally, the agent can merge the two calls. If the option is false, the call is dialed from the agent's DN.

_use_debug_push_certificate

Section: Notification
Default Value:
Valid Values: boolean
Changes Take Effect: Immediately


Use debug certificates for the push notification provider

_cpd_enable

Section: Voice - User Terminated
Default Value: true
Valid Values: Boolean
Changes Take Effect: Immediately


Enables CPD. If this option is set to true, CPD will be performed on a callback made to the customer.

  • If CPD results in a human or silence detection, the call will be routed to the agent.
  • If a fax is detected, the call will be disconnected and marked complete.
  • If an answering machine is detected, the answering machine treatment is played.


This option is mandatory.

_provide_code

Section: Voice - User Originated
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately


If true, returns a randomly generated code to be used for the authentication of the user originated (inbound) call.


This option is mandatory.

_type

Section: no category
Default Value:
Valid Values: builtin,ors
Changes Take Effect: Immediately

This option is mandatory.

  • For Genesys Mobile Services-based services: builtin
  • For Orchestration Server-based services: ors

_ttl

Section: General
Default Value: 86400
Valid Values: integer
Changes Take Effect: Immediately
Modified: 8.5.107.15, 8.5.109.05

Duration (in seconds) for which the service will be kept in storage after the Desired Time is passed (Time To Live). Once expired, the service is removed from the system. For example, if you want the callbacks to be visible in the Service Management UI for one week past the execution time, then you should set 7 days of Time To Live, which means _ttl=604800.

This option is mandatory.

_call_direction

Section: General
Default Value: USERORIGINATED
Valid Values: USERORIGINATED, USERTERMINATED
Changes Take Effect: Immediately


This is a default value, automatically populated when using the predefined User-Terminated scenario. You do not need to change this value.

  • If this option is set to USERORIGINATED, the customer's device will initiate the call to get connected to the agent.
  • If this option is set to USERTERMINATED, the agent or the system will initiate the call to contact the customer.

_agent_preview

Section: Voice - User Terminated
Default Value: false
Valid Values: Boolean

Changes Take Effect: Immediately


Enables Agent Preview. If set to true, the Preview Dialog with caller information is displayed to the agent.

_wait_for_user_confirm

Section: General
Default Value: false
Valid Values: Boolean
Changes Take Effect: Immediately


True to wait for confirmation of the customer's availability. If this option is set to true, the service sends a push notification to the customer's device to get confirmation that the customer is ready to have a conversation with the agent. This scenario is possible only if the _wait_for_agent option is set to true.

_wait_for_agent

Section: General
Default Value: true
Valid Values: Boolean
Changes Take Effect: Immediately


True to wait for an agent to connect. If this option is set to true, the service will wait for the agent to initiate the interaction and to send the notification to the customer. If the option is set to false, the interaction can start right after the creation of the service instance. In voice scenarios, the access information will be returned immediately with the service ID.


This option is mandatory.

_media_type

Section: General
Default Value: voice
Valid Values: String
Changes Take Effect: Immediately


Media type of the interaction that the service is expected to handle. This option enables URS to select an agent who has the appropriate media capabilities. This is a default value, automatically populated when using the predefined User-Terminated scenario. You do not need to change this value.

This option is mandatory.

User Terminated Agent First with Implicit Reservation

The Callback service first calls an agent with Implicit Reservation Information (ISCC) and starts an outbound consultation call with the customer. Then, Callback merges the two calls.

Call flow

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

Start Callback

  • Callback Service: Creates a call from trunk to the agent.
  • Callback Service: Holds the call (implicit reservation).
  • Callback Service: Starts a consultation call from trunk to the customer.
  • Callback Service: Waits for the customer to accept the call.
  • Callback service: Transfers and merges the held interaction with the consultation call to connect the agent with the customer.


Create your Scenario

In the Admin UI > Services > Configured Services tab, add a Callback service with User-Terminated-Immediate as the Common Default Configuration (see Adding a Service for details).

Enter a service name. This name is the callback execution name of your service and will be used in URLs to access this service. For example, if you set this name to agent-first, your service URL will be:
http://host:port/{base-web-application}/service/callback/agent-first

When you add this service and default configuration, many options are automatically populated with the appropriate default values.


Configuration Options

Predefined Values

These are the default values, which are automatically populated when using the pre-defined User-Terminated-Immediate service. You do not need to change these values.

Option Description
_media_type=voice Media type of the interaction that the service is expected to handle. This option enables URS to select an agent who has the appropriate media capabilities. This is a default value, automatically populated when using the predefined User-Terminated scenario. You do not need to change this value.

This option is mandatory.


_wait_for_agent = true True to wait for an agent to connect. If this option is set to true,

the service will wait for the agent to initiate the interaction and to send the notification to the customer. If the option is set to false, the interaction can start right after the creation of the service instance. In voice scenarios, the access information will be returned immediately with the service ID.


This option is mandatory.


_wait_for_user_confirm = false True to wait for confirmation of the customer's availability. If this option is set to true, the service sends a push notification to the customer's device to get confirmation that the customer is ready to have a conversation with the agent. This scenario is possible only if the _wait_for_agent option is set to true.


_agent_preview = false Enables Agent Preview. If set to true, the Preview Dialog with caller information is displayed to the agent.


_call_direction = USERTERMINATED This is a default value, automatically populated when using the predefined User-Terminated scenario. You do not need to change this value.
  • If this option is set to USERORIGINATED, the customer's device will initiate the call to get connected to the agent.
  • If this option is set to USERTERMINATED, the agent or the system will initiate the call to contact the customer.


_ttl = 86400 Duration (in seconds) for which the service will be kept in storage after the Desired Time is passed (Time To Live).

Once expired, the service is removed from the system. For example, if you want the callbacks to be visible in the Service Management UI for one week past the execution time, then you should set 7 days of Time To Live, which means _ttl=604800.

This option is mandatory.


_type = ors
  • For Genesys Mobile Services-based services: builtin
  • For Orchestration Server-based services: ors


_provide_code= false If true, returns a randomly generated code to be used for the authentication of the user originated (inbound) call.


This option is mandatory.


_cpd_enable = false Enables CPD. If this option is set to true, CPD will be performed on a callback made to the customer.
  • If CPD results in a human or silence detection, the call will be routed to the agent.
  • If a fax is detected, the call will be disconnected and marked complete.
  • If an answering machine is detected, the answering machine treatment is played.


This option is mandatory.


_use_debug_push_certificate = false Use debug certificates for the push notification provider


Additional Required Options

You must enter a string value for the following options:

Option Description
_agent_first_via_tg=true If true, enables the call dialing from the trunk group (configured in the _trunk_group option) in the following user-terminated scenario. When the trunk group dials the call to the customer, it makes a call to the agent first where the agent preview mode is disabled, and the agent can consult the call to the customer. Finally, the agent can merge the two calls. If the option is false, the call is dialed from the agent's DN.


_trunk_group= "{TRUNK Route Point}@{Telephony Switch}" Trunk Group from which the system can create a user-terminated (outbound/inbound) call. If you configured _agent_first_via_tg = true, this option is mandatory.


_route_point= "{Route Point}@{Telephony Switch}" Optional - if _agent_first_via_tg=false

Route point from which the system can create a user-terminated (outbound) call.

This option is mandatory.


_agent_first_via_rp=true Enables dialing of the call from the route point (set in the _route_point option) in a user-terminated scenario connect to agent first where the agent preview mode is disabled. Otherwise, the call will be dialed directly from the agent's DN.

This option is mandatory.


_ixn_redirect_hints

The extensions parameters of the JSON object must include values for implicit reservation information (ISCC). For example:

{"extensions":{"iscc-ar-duration":15000,"iscc-ar-agent-dn":"","iscc-ar-agent-id":"","iscc-ar-place":"","iscc-ar-priority":1000,"iscc-ar-priority-1":0,"iscc-ar-priority-2":0}}

Note: iscc-ar-agent-dn, iscc-ar-agent-id, and iscc-ar-place options are set in the SCXML strategy.

Additionally, edit your SIP server configuration and set sip-enable-moh=false in the T-Server section.

Troubleshooting

How to display the correct ANI on the agent and customer's end in a GMS Agent-First Scenario?

If you have a pool of external numbers and one of them is used for an outbound customer call, if you want the customer to get the correct ANI displayed, follow the instructions below.

For each external number of the pool, create a DN of type trunk in your configuration.

  • Each trunk DN must have a unique prefix option, an empty replace-prefix option, and a unique cpn option.
  • Other options can be identical for all of the trunks.

In this scenario, the strategy adds the matching trunk to the dialing number prefix with the proper cpn and prefix options. Then, after finding the matching trunk, the SIP Server removes the prefix option by applying the replace-prefix empty option. As a result, the SIP Server uses the cpn value as an invite for the username.

This page was last edited on August 11, 2021, at 14:59.
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