Jump to: navigation, search

Operational parameters for voice routing

For each parameter group, enter a description in the Description field.

Audio and Announcements

For instructions on setting these parameters, see Upload audio resources.

Parameter Values (default in bold) Mandatory? Description
Announcement-Closed Closed Annc, any valid audio resource Yes Audio Resource played when the service is closed
Announcement-Auto attendant menu Auto-attendant Menu 1, any valid audio resource Yes Audio Resource played when the auto attendant is enabled
Announcement-Emergency Emergency Annc, any valid audio resource Yes Audio Resource played when Emergency declared is True
Announcement-Greeting 1 Greeting 1, any valid audio resource Yes Audio Resource played when Greeting 1 is enabled
Announcement-Greeting 2 Greeting 2, any valid audio resource No Audio Resource played after Greeting 1 when Greeting 2 is enabled
Announcement-Special day Special Day Annc, any valid audio resource Yes Audio Resource played for a special day
Greetings activated False, True Yes Activates the Greeting 1 and, if enabled, Greeting 2 announcements
Music File Music In Queue, any valid audio resource Yes Audio Resource for music played while the caller is in the queue
Personality Default Personality, other personality defined in GAX Yes The voice used in the announcements

Auto-attendant menus

For instructions on setting these parameters, see Define auto-attendant menus.

Parameter Values (default in bold) Mandatory? Description
Auto attendant menu activated False, True Yes Activates an auto-attendant menu (such as Press 1 for Sales) for this parameter group
Touch tone 0 [none], target parameter group No Distribution or Inbound parameter group selected when the caller selects 0
Touch tone 1 [none], target parameter group No Distribution or Inbound parameter group selected when the caller selects 1
Touch tone 2 [none], target parameter group No Distribution or Inbound parameter group selected when the caller selects 2
Touch tone 3 [none], target parameter group No Distribution or Inbound parameter group selected when the caller selects 3
Touch tone 4 [none], target parameter group No Distribution or Inbound parameter group selected when the caller selects 4
Touch tone 5 [none], target parameter group No Distribution or Inbound parameter group selected when the caller selects 5
Touch tone 6 [none], target parameter group No Distribution or Inbound parameter group selected when the caller selects 6
Touch tone 7 [none], target parameter group No Distribution or Inbound parameter group selected when the caller selects 7
Touch tone 8 [none], target parameter group No Distribution or Inbound parameter group selected when the caller selects 8
Touch tone 9 [none], target parameter group No Distribution or Inbound parameter group selected when the caller selects 9

Business (reporting)

For instructions on setting these parameters, see Customize business attributes.

Parameter Values (default in bold) Mandatory? Description
Department [none], an item from the Department custom list for the parameter group No A business organization used as a category in reporting
Flow [none], an item from the Flow custom list for the parameter group No A business flow used as a category in reporting
Product [none], an item from the Product custom list for the parameter group No A product or product group used as a category for reporting
Segment [none], an item from the Segment custom list for the parameter group No A customer category used as a category for reporting
Service [none], an item from the Service custom list for the parameter group No Business categories typically used as the top level of the auto-attendant menu choices
Target virtual queue [none], a target virtual queue set in GA No A reporting entity set up in Genesys Administrator

Contact center status

For instructions on setting these parameters, see Set open hours and special days.

Parameter Values (default in bold) Mandatory? Description
Emergency declared False, True Yes Activates the emergency announcement, overriding any other announcement
Open Hours From Monday to Friday, 0800-2000, closed Saturday and Sunday, value set for parameter group Yes Sets the hours that you are open and accepting calls; to specify open hours on specific dates, you must place the date above all day-of-week entries
Special day December 25, January 1, any dates No A list of exceptions to the regular open hours, for a holiday or other reason.

Distribution

For instructions on setting these parameters, see Set targets and target timeouts.

Parameter Values (default in bold) Mandatory? Description
Default distribution parameter group [none], parameter group No The distribution parameter group that provides the default and overflow target for this parameter group; if you do not set this parameter, the call flow uses the originally defined list of targets and timeouts
Target 1 [none], agent group No The first agent group to which the call is routed
Target 2 [none], agent group No The second agent group to which the call is routed
Target 3 [none], agent group No The third agent group to which the call is routed
Target 4 [none], agent group No The fourth agent group to which the call is routed
Target 1 timeout 300, integer between 0 and 99999 No The timeout, in seconds, after which the call is routed to the next target agent group
Target 2 timeout 1, integer between 0 and 99999 No The timeout, in seconds, after which the call is routed to the next target agent group
Target 3 timeout 1, integer between 0 and 99999 No The timeout, in seconds, after which the call is routed to the next target agent group
Target 4 timeout 1, integer between 0 and 99999 No The timeout, in seconds, after which the call is routed to the next target agent group
Target overflow [none], a standard telephone number, such as 8005551212 No The phone number to which a call is routed if the final Target timeout is exceeded or if no target agent group is specified. Important: you cannot use a routing point as this number.

Priority tuning

For instructions on setting these parameters, see Tune priorities.

Parameter Values (default in bold) Mandatory? Description
Priority Increment 0, integer between 0 and 99999 No Sets the number to add to the priority value each time the priority interval is exceeded
Priority Interval 0, integer between 0 and 99999 No The time interval (in seconds) between priority increments
Priority Limit 0, integer between 0 and 99999 No Sets the upper limit for priority increments; all calls at the maximum priority level receive equal treatment
Priority Start 1, integer between 1 and 99999 Yes The initial priority assigned to each incoming call
This page was last modified on July 15, 2014, at 08:32.

Feedback

Comment on this article:

blog comments powered by Disqus