This page was last edited on March 23, 2017, at 15:24.
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An interaction process diagram (IPD) provides a high level view of how multimedia interactions flow through various components like media servers, interaction queues, workbins, and workflows. An IPD is somewhat similar to a Business Process in Interaction Routing Designer, but is SCXML-based, contains additional functionality and works with Orchestration Server.
In addition, an IPD functions as the starting SCML page for both voice and multimedia interactions and results in using the same session across the entire interaction process. It also updates objects in Configuration Server and activates the linkages specified in the IPD.
An IPD used for multimedia interactions:
An IPD also enables visual configuration of the associated Configuration Server objects. When connected to Configuration Server, you trigger the actual Configuration Database update by using Composer's Publish operation. Publishing causes Composer to push out relevant subsets of the configuration information to Configuration Server. Here platform components can query for the information and use it for processing interactions.
Composer expects IPDs (*.ixnprocess files) to be present in the Interaction Processes folder. This folder is accessible from the Project Explorer. The code generation step creates SCXML files for the following types of diagrams:
The IPD SCXML file includes one or more workflow SCXML files which, in turn, can contain a hierarchy of sub-routine SCXML files. Orchestration Server combines all these related files into a single document and then executes the resulting combined SCXML document. Due to this reason, the line numbers mentioned in Orchestration Server logs may not match the line numbers in individual Composer SCXML files. See the Orchestration Server documentation for information on how to obtain access to this merged document.
See Starting a New IPD when creating a routing application.
The following Genesys servers work together to execute an interaction processing diagram:
ORS sends requests to Universal Routing Server, invoking actions from these modules based on its SCXML interpretation. URS then determines available resources (which may be another queue or the final target, such as an agent) where interactions can be delivered to and returns responses back to ORS with the resultant action information.