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Composer Versus IRD

Integrated Development Environment

  • Composer is a single Integrated Development Environment (IDE) for creating applications to orchestrate the entire customer experience. Composer-created voice and routing applications can command and control the customer experience through all channels (IVR, voice, e-services, and so on).
  • Composer's open framework enables widely-available, existing competencies to be used to create reusable components that manage the customer experience. The IDE allows both customers and integrators to utilize existing code sets (HTML, VXML, java, perl, REST and others) to control the customer experience.
  • The open framework also allows simplified integration into all Enterprise applications to harness the information within the Enterprise to drive and personalize the customer experience.

Differences from IRD

In the past, Interaction Routing Designer was the only Genesys tool to create routing applications. Genesys Composer is now the tool of choice for creating both routing and voice self-service applications.

A few of the differences between Composer and Interaction Routing Designer are listed below.

Composer Routing Application Types

You can use Composer's predefined blocks and/or write your own code to create routing applications that route based on various criteria such as:

The above list is by no means complete. It represents only a few types of routing applications that can be created in Composer. Since Composer uses open languages (SCXML and ECMAScript), you are not limited to its pre-defined blocks, but are free to create many types of routing applications.

Migrating IRD Strategies into Composer

Note: You can migrate routing strategies created in IRD into Composer. For more information, see the IRD to Composer Migration Guide.

Composer Blocks Mapped to IRD Objects

Composer refers to the fundamental element of a workflow as a "block" whereas in IRD documentation, this element is referred to as an "object." The tables below group IRD objects based on their IRD toolbar category name and point to the corresponding functionality in this release of Composer. Summary information is presented below.  

Data & Services

IRD Object Name Composer Block Name Description
Database Wizard DB Data DB Data retrieves information from the database. Uses a the Query Builder Query Builder.
Web Service Web Service Invokes Web Services. GET, POST and SOAP over HTTPS are supported.
  Web Request Invoke any supported HTTP web request or REST-style web Service. See sample: Routing Based on Web Request.

Miscellaneous

IRD Object Name Composer Block Name Description
Assign

Multi-Assign

Assign Assigns a computed value/expression or a literal value to a variable.   Variables are defined in the Entry block. Capable of multiple assignments.
Call Subroutine Subroutine Creates reusable sub-modules.
Entry Entry Sets global error (exception) handlers. Defines global variables (see Variables section below).. All routing strategy diagrams must start with an Entry block.
Exit Exit Terminates the strategy and returns control back to calling workflow in case of a subroutine.
Error Segmentation Multiple error output ports can be created in Composer blocks based on each block's Exception property.
Function

Multi-Function

ECMAScript Builds an ECMAScript expression using the Expression Builder.  Many URS functions are available as Genesys Functional Modules described the Orchestration Server Documentation Wiki Can invoke multiple functions.
If Assign, Branching, ECMAScriptBlock blocks all open Expression Builder Expression Builder can be used to create IF expressions.
Multi-Attach  ECMAScript Can be used for attaching data to an interaction.

Routing

IRD Object Name Composer Block Name Description
Selection Target Routes an interaction to a target, which can be Agent, AgentGroup, ACDQueue, Place, PlaceGroup, RoutePoint, Skill, or Variable. Skill target uses Skill Expression Builder.
Percentage Target Order Property Statistics Order property in Target block, lets you perform percentage allocation. Also see sample: Routing Based on Percent Allocation.
Default Default Route Routes the interaction to the default destination.  
Routing Rule   Orchestration Server 8.1 does not support service level routing rules.
Switch to Strategy   Orchestration Server 8.1 does not support switch to strategy routing rules.
Force Route Force Route Not exposed as a routing rule in Composer.
Statistics Target Although statistical routing rules are not yet supported as in IRD's Statistics routing object, users can use the Target object Property Statistic property to route based on the value of a statistic.  A Statistics Manager and Builder let you create your own statistics from URS predefined statistics.

Segmentation

IRD Object Name Composer Block Name Description
ANI Branching See Your First Application: DNIS Routing for an example.
DNIS Branching See Your First Application: DNIS Routing for an example.
Date Branching See the sample: Routing Based on Date and Time.
Day of Week Branching See the sample: Routing Based on Date and Time.
Time Branching See the sample: Routing Based on Date and Time.
Classification Segmentation Branching For classification segmentation, an ECMAScript function determines if a particular category name or ID exists in the array of category objects represented by an application variable.
Generic Branching Use as a decision point in a workflow. It enables you to specify multiple application routes based on a branching condition.

Also see Context Services Blocks.

Voice Treatment

See Composer Equivalent to IRD Treatment.

eServices Multimedia

See Composer Equivalent to IRD Multimedia.

Outbound

See Outbound Common Blocks

Context Services

See Context Services Blocks

Business Process

See Interaction Processing Diagrams Overview and Interaction Process Diagram Blocks.

Reusable Objects

In contrast to IRD, which defines variables in a special dialog box outside of the strategy, Composer defines both workflow and Project variables.  

This page was last modified on November 4, 2014, at 16:25.

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