Jump to: navigation, search

Composer Equivalent to IRD Multimedia

Composer includes multimedia functionality (processing non-voice interactions) that was previously provided through Genesys Interaction Routing Designer (IRD). The list below is not all-inclusive. Instead, it gives some examples for existing Genesys customers transitioning to Composer, who are familiar with using IRD's Multimedia objects.

Composer Route Block Name Block Has Usable Output Data to be used in App? Equivalent IRD Block/Object Purpose
An ECMAScript function allows you to manually attach Classification categories to interactions No Attach Categories Segment interactions to different logical branches based on the different categories.
Email Forward No Forward E-mail

Redirect E-mail

Reply from External Resource

The Forward Type property specifies the type of functionality by allowing you to select Forward, Reply to Customer, or Redirect.
Email Response Yes Autoknowledgement

Autoresponse

Create Notification

Combines the functionality of IRD’s Acknowledgement, Autoresponse, and Create Notification objects.  
Chat Transcript Yes Chat Transcript Generates a reply e-mail to a chat interaction and attaches a chat transcript.
Classify Interaction Yes Classify Classifies a text-based interaction based on content, and attach one or more Classification categories to the interaction.
Create E-mail Yes Create E-mail Creates an e-mail to be sent out
Identify Customer Yes Identify Customer Identifies a contact based on the interaction User Data. Returns a list of matching Contact IDs based on the User Data. Creates a contact record in the UCS Database or update the UCS Database record of the matching contact
Send E-mail No Send E-mail Sends an -email message created with Create E-mail block
Screen Interaction Yes   Screens a text-based interaction for specific content (specific words or patterns)
Create Interaction block Yes Create Interaction Creates an interaction record in the Universal Contact Server Database for a customer contact.
Create SMS Yes Create SMS Creates a Short Message Service (SMS) message via an external SMS server
Render Message Yes Render Message Content Requests Universal Contact Server to create message content.
Send SMS No Send SMS Send an SMS message created using the Create SMS block
Queue Interaction No Queue Interaction Places a non-voice interaction in an existing queue
Route Interaction No Route Interaction Sends a non-voice interaction to one or more target objects: Agent, AgentGroup, PlaceGroup, Skill, or target contained in a variable.
Stop Interaction No Stop Interaction Sends a request to Interaction Server to stop processing this interaction.
Update Customer No Update Contact Updates customer profile information in the UCS Database, based on data attached to an interaction.
External Service (ESP) Yes External Service Exchanges data with third party (non-Genesys) servers that use the Genesys Interaction SDK or any other server or application that complies with Genesys Interaction Server (GIS) communication protocol.
Special Note on Validation and Off-Line Mode: When using Composer in “offline” mode (not connected to the Configuration_Server), you can edit block properties that depend on information from Configuration Server. Later, when you connect to Configuration Server and validate the Interaction Processing diagram,  Composer will validate the values you entered in off-line mode.
Other Composer Blocks for Multimedia Processing
Interaction Process Diagram (IPD) NA Business Process  
Interaction Queue Block NA Interaction Queue Block Allows you to define an Interaction Queue used for multimedia interactions.
Media Server Block NA Media Server Represents an existing Media Server, such as a chat or e-mail server. Allows you to get interactions into an IPD.
Workflow Block NA Strategy Points to an existing Workflow resource (.workflow diagram) to which an interaction can be sent for processing.

Also see Context Services Blocks Overview.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on 26 October 2016, at 11:12.