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Sample Business Process for Apple Business Chat

Important
Although the sample Business Process is provided in installation packages (IPs) for both Linux and Windows, installing it makes use of Interaction Routing Designer (IRD), which is available on Windows only.

Configuration

Configure the following:

Endpoints

  • Chat Server: in the [endpoints] section, add a queue called AppleBC inbound queue.
  • Digital Messaging Server: in the [channel-*any name*] section for your Apple Business Chat channel, add an endpoint called session-ABC.

ES MessAppsGuide ABCBPEndpoint.png

Contact Attributes

  • In Genesys Administrator or Configuration Manager, create the following Business Attributes of the Contact Attribute type:
    • _msg_ProfileUserId_ABC, with these options in its [settings] section (Annex tab):
      • is-searchable = true
      • is-sortable = true
      • search-order-level = 1
    • _msg_ProfileNickname, with these options in its [settings] section (Annex tab):
      • is-searchable = false
      • is-sortable = false

Installation

This sample Business Process is delivered as part of the installation of the Genesys Driver for use with Apple Business Chat. After installing the driver:

  1. Launch IRD. In the main window, click Interaction Design, then Business Processes.
  2. Double-click any existing Business Process to open the Interaction Design window. From the File menu, select Import.
  3. Browse to the folder <Digital Messaging Server application name>\media-channel-drivers\channel-abc-hub and select Sample-BP-for-Apple-Business-Chat.wie.
  4. Still in IRD, create a queue called AppleBC inbound queue and connect it to Chat Server.
  5. Activate the new Business Process strategies: Right-click ABC Simple Apple Business Chat BP and select Activate Strategies.
  6. Verify that all strategy objects are associated with the correct Application objects.

Sample Business Process

The sample Business Process contains the single strategy AppleBC inbound strategy, shown below (click to enlarge):

Apple Business Chat inbound strategy

The strategy proceeds as follows.

  1. Check how long the interaction has been waiting for the agent. If it's more than 150 seconds, terminate the interaction with a message to the customer to try later.
  2. Initialize the _msg_ProfileNickname interaction attribute to ensure the desktop application correctly shows a nickname for new contacts and contacts that have already been created in UCS.
  3. Use the resulting data to update the attributes of the identified contact in UCS.
  4. Check whether the interaction is online; if it is, notifiy the customer with the message “An agent will be with you shortly ….”.
  5. Deliver the interaction to an available agent in the agent group Chat distribution for processing.

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This page was last modified on 29 March 2018, at 10:32.