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Procedure: Creating DN Objects


Steps

  1. Click the Switch object in which you wish to create a DN.
  2. Click the DN folder in which you wish to create a DN.
  3. Click New.
  4. Enter the following information. For some fields, you can either enter the name of a value or click Browse to select a value from a list:
    • Number—A directory number assigned to this DN within the Switch. You must specify a value for this property, and that value must be unique within the Switch for all DN types except the Destination Label type. Once you set the value, you cannot change it. Genesys Administrator Extension does not verify the correspondence between the numbers assigned to DNs and the switch's numbering plan defined by the DN Range property of the Switch. If, according to T-Server specifications, such correspondence is important in an environment, make sure that the specified DN Range covers all DN numbers that are defined within the Switch in question.
    • Type—The type of the DN. Once you set the value, you cannot change it.
    • Switch—The Switch to which this DN belongs. You must specify a value for this property. Once you set the value, you cannot change it.
    • Association—An entity permanently associated with this DN (for example, an IVR port number, channel name, or access number). For DNs of External Routing Point type, this number may be required to substitute for the actual DN directory number and may be used when placing calls to this routing point from another Switch.
    • Register—Indicates whether T-Server must register this DN within the Switch. You must specify a value for this property. From the drop-down menu, select one of the following values:
      • False—T-Server should never register the DN in question on the Switch, but process it locally.
      • True—T-Server should always register the DN on the Switch during T-Server startup or reconnection.
      • On-Demand—T-Server should register the DN only when a T-Server client requests the registration. Consult T-Server documentation for more information.
    • Warning
      The last two values force T-Server to register this DN regardless of whether it is enabled or disabled.
    • Alias—An alternative name for this DN. You must specify a value for this property if the DN is used as a target in routing instructions. If you specify this value, it must be unique within the Configuration Database (in an enterprise environment) or within the Tenant (in a multi-tenant environment).
    • Route Type—The type of routing that applies to this DN. You must specify a value for this property.
    • DN Group—The DN Group to which this DN belongs.
    • Override—Value to use as the override instead of the number or name value for accessing this DN in certain types of routing. You must specify an override value, and it must be unique within the Switch.
    • Important
      To specify a value in the Override field, you must ensure the Use Override check box is checked.
    • Login ID—The login identifier used to activate this DN. Some types of switching systems require that the login code used to activate a particular DN be permanently associated with this DN. In that case, the Login ID may be applicable to the following types of DNs: ACD Position, Extension, Voice Treatment Port, Voice Mail, or Mixed.
    • Switch-specific Type—An integer that corresponds to a combination of switch-specific settings for this DN. It identifies the device type (for example, Extension, ACD Position, or Trunk) for each switch (PBX) that T-Server supports. It is unique for each switch/DN/T-Server configuration. In essence, it provides a cross-reference for DN Types between T-Server and PBX. You must specify a value for this property, and it must be 1 or greater. For more information, refer to the Framework T-Server Deployment Guide for your particular T-Server.
    • Number of Trunks—The number of trunks associated with this DN. It applies only if the Type property has a Network Destination value. The default value is 0.
    • Tenant—In a multi-Tenant environment, the Tenant to which this object belongs. This value is automatically set to the Tenant that was specified in the Tenant Directory field in the object list.
    • State Enabled—If selected, indicates that the object is in regular operating condition and can be used without any restrictions.
  5. Click Save.

 

Procedure: Creating User Objects


Steps

  1. Click New.
  2. Enter the following information. For some fields, you can either enter the name of a value or click Browse to select a value from a list:
    • Name—The name that this User should use to log into the environment. You must specify a value for this property, and that value must be unique within the Configuration Database.
    • Agent—Indicates whether this User is an Agent. If checked, additional fields appear. Once you set this flag, you cannot change it.
    • First Name—The first name of this User.
    • Last Name—The last name of this User.
    • E-mail Address—The e-mail address of this User.
    • Employee ID—A code of up to 64-characters that identifies this User within the contact-center staff. You must specify a value for this property and that value must be unique within the Configuration Database (in an enterprise environment), or within the Tenant (in a multi-tenant environment).
    • Password—A password no longer than 64-characters that this User must use to log in to the environment. You cannot view the existing password. When creating a new user, this field is always enabled. When editing an existing user, this field is enabled only if Reset Password is not selected. This field is hidden if you are operating in a Single Sign On (SSO) environment.
    • Important
      Passwords can be subject to format rules. Refer to the ENCODED_CONTENT ODQ1ODICjxhIGhyZWY9Imh0dHBzOi8vZG9jcy5nZW5lc3lzLmNvbS9TcGVjaWFsOlJlcG9zaXRvcnkvODFnX2RlcC1zZWN1cml0eS5wZGY/aWQ9YzkwNDM1MzYtZmU2Mi00MmE1LTgwN2ItZjRlYjgwZjMxYTI2JnBhZ2U9RG9jdW1lbnRhdGlvbjpHQTp1c2VyOkNmZ0FnZW50R3JvdXA6OC4xLjQiIHRhcmdldD0iX2JsYW5rIiBjbGFzcz0iZXh0ZXJuYWwgdGV4dCIgcmVsPSJub2ZvbGxvdyI+R2VuZXN5cyA4LjEgU2VjdXJpdHkgRGVwbG95bWVudCBHdWlkZTwvYT4= END_ENCODED_CONTENT for more information.
    • Confirm Password—Confirmation of the password entered. When creating a new user, this field is always enabled. When editing an existing user, this field is enabled only if Force Password Reset on Next Login is not selected. This field is hidden if you are operating in a Single Sign On (SSO) environment.
    • Important
      Do not copy-and-paste the value from the Password field. You must retype the password.
    • Force Password Reset on Next Login—A check-box that, if selected, prompts the user to enter a new password upon the next login. This field is hidden if you are operating in a Single Sign On (SSO) environment.
    • Important
      The Force Password Reset on Next Login option displays only if Genesys Administrator Extension connects to Management Framework 8.1.1, or higher. See the ENCODED_CONTENT ODQ1ODICjxhIGhyZWY9Imh0dHBzOi8vZG9jcy5nZW5lc3lzLmNvbS9TcGVjaWFsOlJlcG9zaXRvcnkvODFnX2RlcC1zZWN1cml0eS5wZGY/aWQ9YzkwNDM1MzYtZmU2Mi00MmE1LTgwN2ItZjRlYjgwZjMxYTI2JnBhZ2U9RG9jdW1lbnRhdGlvbjpHQTp1c2VyOkNmZ0FnZW50R3JvdXA6OC4xLjQiIHRhcmdldD0iX2JsYW5rIiBjbGFzcz0iZXh0ZXJuYWwgdGV4dCIgcmVsPSJub2ZvbGxvdyI+R2VuZXN5cyA4LjEgU2VjdXJpdHkgRGVwbG95bWVudCBHdWlkZTwvYT4= END_ENCODED_CONTENT for more information about resetting passwords.
    • External ID—This setting applies only if your environment is using external authentication, either LDAP or RADIUS. This may be the user name in the external authentication system. For LDAP, it might be a whole, or partial, LDAP URL corresponding to RFC 2255. For more information, refer to the ENCODED_CONTENT ODQ1ODICjxhIGhyZWY9Imh0dHBzOi8vZG9jcy5nZW5lc3lzLmNvbS9TcGVjaWFsOlJlcG9zaXRvcnkvODVmcl9yZWYtZXh0YS5wZGY/aWQ9ZWExNWVmNjMtMmQ4MC00ZDFlLWI5NDQtMmJkZWM1ZGUwZDYwJnBhZ2U9RG9jdW1lbnRhdGlvbjpHQTp1c2VyOkNmZ0FnZW50R3JvdXA6OC4xLjQiIHRhcmdldD0iX2JsYW5rIiBjbGFzcz0iZXh0ZXJuYWwgdGV4dCIgcmVsPSJub2ZvbGxvdyI+RnJhbWV3b3JrIEV4dGVybmFsIEF1dGhlbnRpY2F0aW9uIFJlZmVyZW5jZSBNYW51YWw8L2E+ END_ENCODED_CONTENT.
    • Tenant—In a multi-tenant environment, the Tenant to which this object belongs. This value is automatically set to the Tenant that was specified in the Tenant Directory field in the object list.
    • State Enabled—If selected, indicates that the object is in regular operating condition and can be used without any restrictions.
  3. If Agent is selected, enter the following information. For some fields, you can either enter the name of a value or click Browse to select a value from the following list:
    • Default Place—The Place assigned to this Agent, by default. This optional parameter applies to a limited number of configurations, in particular those where a real-time association between a Place and an Agent cannot be established through a telephony login procedure.
    • Capacity Rule—The name of the Script of type Capacity Rule that defines the ability of this Agent to handle multiple interactions. Refer to Reporting documentation for more information.
    • Cost Contract—The Cost Contract associated with this Agent.
    • Site—The Site containing this Cost Contract.
  4. In the Member Of tab, click Add to add an Access Group.
  5. In the Ranks tab, click Add to add a Rank.
  6. Enter the following information in the pop-up window that displays on your screen:
    • Application Type—The type of Application to which a User needs access. Consult the manuals for a GUI application to see if this application is using Ranks to enable or block certain functions. If a manual does not contain any references to Ranks, this application does not use Ranks, and you do not need to specify the Person's Ranks with respect to this application.
    • Application rank—The Rank with respect to Applications of the specified type.
  7. If Agent is selected, click Apply to display the following tabs.
    • In the Skills tab, click Add to add a Skill.
    • Enter the following information in the pop-up window that displays on your screen:
      • Skill—The Skill assigned to this Agent.
      • Level—The relative measure of the Agent's proficiency in this Skill.
    • In the Agent Logins tab, click Add to add an Agent Login.
    • Enter the following information in the pop-up window that displays on your screen:
      • Agent Login—The Agent Login code assigned to this Agent. You cannot assign an Agent Login to more than one Agent.
      • Wrap-up Time—Some switches do not support transfer of information about an agent's postcall work status through the CTI-link. However, when this operation is supported, consider specifying the wrapup time, in seconds, for the Agent Logins that belong to such switches. This specification must match the corresponding switch setting.
  8. Click Save.
Important
New Users do not automatically receive Read and Update permissions for their User object. You must manually provision these permissions to allow Users to save their user preferences in GUI-based programs, such as GAX or Workspace Desktop Edition (formerly known as Interaction Workspace).

 

Procedure: Creating User Objects


Steps

  1. Click New.
  2. Enter the following information. For some fields, you can either enter the name of a value or click Browse to select a value from a list:
    • Name—The name that this User should use to log into the environment. You must specify a value for this property, and that value must be unique within the Configuration Database.
    • Agent—Indicates whether this User is an Agent. If checked, additional fields appear. Once you set this flag, you cannot change it.
    • First Name—The first name of this User.
    • Last Name—The last name of this User.
    • E-mail Address—The e-mail address of this User.
    • Employee ID—A code of up to 64-characters that identifies this User within the contact-center staff. You must specify a value for this property and that value must be unique within the Configuration Database (in an enterprise environment), or within the Tenant (in a multi-tenant environment).
    • Password—A password no longer than 64-characters that this User must use to log in to the environment. You cannot view the existing password. When creating a new user, this field is always enabled. When editing an existing user, this field is enabled only if Reset Password is not selected. This field is hidden if you are operating in a Single Sign On (SSO) environment.
    • Important
      Passwords can be subject to format rules. Refer to the ENCODED_CONTENT ODQ1ODICjxhIGhyZWY9Imh0dHBzOi8vZG9jcy5nZW5lc3lzLmNvbS9TcGVjaWFsOlJlcG9zaXRvcnkvODFnX2RlcC1zZWN1cml0eS5wZGY/aWQ9YzkwNDM1MzYtZmU2Mi00MmE1LTgwN2ItZjRlYjgwZjMxYTI2JnBhZ2U9RG9jdW1lbnRhdGlvbjpHQTp1c2VyOkNmZ0FnZW50R3JvdXA6OC4xLjQiIHRhcmdldD0iX2JsYW5rIiBjbGFzcz0iZXh0ZXJuYWwgdGV4dCIgcmVsPSJub2ZvbGxvdyI+R2VuZXN5cyA4LjEgU2VjdXJpdHkgRGVwbG95bWVudCBHdWlkZTwvYT4= END_ENCODED_CONTENT for more information.
    • Confirm Password—Confirmation of the password entered. When creating a new user, this field is always enabled. When editing an existing user, this field is enabled only if Force Password Reset on Next Login is not selected. This field is hidden if you are operating in a Single Sign On (SSO) environment.
    • Important
      Do not copy-and-paste the value from the Password field. You must retype the password.
    • Force Password Reset on Next Login—A check-box that, if selected, prompts the user to enter a new password upon the next login. This field is hidden if you are operating in a Single Sign On (SSO) environment.
    • Important
      The Force Password Reset on Next Login option displays only if Genesys Administrator Extension connects to Management Framework 8.1.1, or higher. See the ENCODED_CONTENT ODQ1ODICjxhIGhyZWY9Imh0dHBzOi8vZG9jcy5nZW5lc3lzLmNvbS9TcGVjaWFsOlJlcG9zaXRvcnkvODFnX2RlcC1zZWN1cml0eS5wZGY/aWQ9YzkwNDM1MzYtZmU2Mi00MmE1LTgwN2ItZjRlYjgwZjMxYTI2JnBhZ2U9RG9jdW1lbnRhdGlvbjpHQTp1c2VyOkNmZ0FnZW50R3JvdXA6OC4xLjQiIHRhcmdldD0iX2JsYW5rIiBjbGFzcz0iZXh0ZXJuYWwgdGV4dCIgcmVsPSJub2ZvbGxvdyI+R2VuZXN5cyA4LjEgU2VjdXJpdHkgRGVwbG95bWVudCBHdWlkZTwvYT4= END_ENCODED_CONTENT for more information about resetting passwords.
    • External ID—This setting applies only if your environment is using external authentication, either LDAP or RADIUS. This may be the user name in the external authentication system. For LDAP, it might be a whole, or partial, LDAP URL corresponding to RFC 2255. For more information, refer to the ENCODED_CONTENT ODQ1ODICjxhIGhyZWY9Imh0dHBzOi8vZG9jcy5nZW5lc3lzLmNvbS9TcGVjaWFsOlJlcG9zaXRvcnkvODVmcl9yZWYtZXh0YS5wZGY/aWQ9ZWExNWVmNjMtMmQ4MC00ZDFlLWI5NDQtMmJkZWM1ZGUwZDYwJnBhZ2U9RG9jdW1lbnRhdGlvbjpHQTp1c2VyOkNmZ0FnZW50R3JvdXA6OC4xLjQiIHRhcmdldD0iX2JsYW5rIiBjbGFzcz0iZXh0ZXJuYWwgdGV4dCIgcmVsPSJub2ZvbGxvdyI+RnJhbWV3b3JrIEV4dGVybmFsIEF1dGhlbnRpY2F0aW9uIFJlZmVyZW5jZSBNYW51YWw8L2E+ END_ENCODED_CONTENT.
    • Tenant—In a multi-tenant environment, the Tenant to which this object belongs. This value is automatically set to the Tenant that was specified in the Tenant Directory field in the object list.
    • State Enabled—If selected, indicates that the object is in regular operating condition and can be used without any restrictions.
  3. If Agent is selected, enter the following information. For some fields, you can either enter the name of a value or click Browse to select a value from the following list:
    • Default Place—The Place assigned to this Agent, by default. This optional parameter applies to a limited number of configurations, in particular those where a real-time association between a Place and an Agent cannot be established through a telephony login procedure.
    • Capacity Rule—The name of the Script of type Capacity Rule that defines the ability of this Agent to handle multiple interactions. Refer to Reporting documentation for more information.
    • Cost Contract—The Cost Contract associated with this Agent.
    • Site—The Site containing this Cost Contract.
  4. In the Member Of tab, click Add to add an Access Group.
  5. In the Ranks tab, click Add to add a Rank.
  6. Enter the following information in the pop-up window that displays on your screen:
    • Application Type—The type of Application to which a User needs access. Consult the manuals for a GUI application to see if this application is using Ranks to enable or block certain functions. If a manual does not contain any references to Ranks, this application does not use Ranks, and you do not need to specify the Person's Ranks with respect to this application.
    • Application rank—The Rank with respect to Applications of the specified type.
  7. If Agent is selected, click Apply to display the following tabs.
    • In the Skills tab, click Add to add a Skill.
    • Enter the following information in the pop-up window that displays on your screen:
      • Skill—The Skill assigned to this Agent.
      • Level—The relative measure of the Agent's proficiency in this Skill.
    • In the Agent Logins tab, click Add to add an Agent Login.
    • Enter the following information in the pop-up window that displays on your screen:
      • Agent Login—The Agent Login code assigned to this Agent. You cannot assign an Agent Login to more than one Agent.
      • Wrap-up Time—Some switches do not support transfer of information about an agent's postcall work status through the CTI-link. However, when this operation is supported, consider specifying the wrapup time, in seconds, for the Agent Logins that belong to such switches. This specification must match the corresponding switch setting.
  8. Click Save.
Important
New Users do not automatically receive Read and Update permissions for their User object. You must manually provision these permissions to allow Users to save their user preferences in GUI-based programs, such as GAX or Workspace Desktop Edition (formerly known as Interaction Workspace).

Agent Groups

An Agent Group is a logical grouping of Agents. Agent Groups are typically set up to provide particular sets of contact center services.

Display Options

The Agent Groups list shows the Agent Groups that are in your environment. It is sorted in a hierarchy by tenants, configuration units, sites, and folders. To view objects by a particular hierarchy, select the hierarchy type in the drop-down menu above the list.

Important
Agent Groups that are disabled appear grayed out in the list.

Configuration Manager respects tenancy permission settings. You can access only those objects that you have been granted permissions and privileges to access.

You can filter the contents of this list in two ways:

  • Type the name or partial name of an object in the Quick Filter field.
  • Click the magnifying glass button to open the Tenant Directory filter panel. In this panel, click the Tenant that you want to select. Use the Quick Filter field in this panel to filter the Tenant list.

To select or de-select multiple objects at once, click the Select button.

Possible Procedures from this Panel

To create a new Agent Group object, click the New button. To view or edit details of an existing object, click on the name of the object, or click the check box beside an object and click the Edit button.

To delete one or more objects, click the check box beside the object(s) in the list and click the Delete button. You can also delete individual objects by clicking on the object and then clicking the Delete button.

Important
When you delete an Agent Group, only the Agent Group object itself is removed from the Configuration Database. Its member Agent objects are not deleted.

Otherwise, select the check box beside one or more objects and click the More button to perform the following tasks:

  • Clone—Copy an Agent Group.
  • Move To—Move an Agent Group to another hierarchical structure.
  • Enable or disable Agent Groups
  • Create a folder, configuration unit, or site. See Object Hierarchy for more information.

Click on the name of an Agent Group to view additional information about the object. You can also set options and permissions, and view dependencies.

Creating Agent Group Objects

To create an Agent Group object, perform the following actions:

  1. Go to Configuration > System > Configuration Manager.
  2. Click Agent Groups. The Agent Groups list displays.
  3. Click the New button.
  4. Enter the following information. For some fields, you can either enter the name of a value or click the Browse button to select a value from a list:
    • Name—The name of the Agent Group. You must specify a value for this property, and that value must be unique within the Configuration Database (in an enterprise environment) or within the Tenant (in a multi-tenant environment). You cannot change this value as long as this Agent Group contains at least one User.
    • Capacity Table—This field applies only for the Enterprise Routing Solution. It is the Capacity Table associated with this Agent Group. Refer to Enterprise Routing Solution documentation for more information.
    • Quota Table—This field applies only for the Enterprise Routing Solution. It is the Quota Table associated with this Agent Group. Refer to Enterprise Routing Solution documentation for more information.
    • Cost Contract—The Cost Contract associated with this Agent Group.
    • Site—The Site containing this Cost Contract.
    • Script—Enter a valid expression on the Script tab to define the group as a Virtual Agent Group. The expression must be in Virtual Group Script Language (VGSL) and must define at least one skill (with optionally, a skill level) in the following format:
      Skill("SkillName")>SkillLevel
      Example
      Skill("Spanish")>5
    • Tenant—In a multi-tenant environment, the Tenant to which this object belongs. This value is automatically set to the Tenant that was specified in the Tenant Directory field in the object list.
    • State Enabled—If selected, indicates that the object is in regular operating condition and can be used without any restrictions.
  5. In the Supervisors tab, click the Add button to add a User. In the pop-up window, you can create a new User by clicking the New button.
  6. In the Agents tab, click the Add button to add a User. In the pop-up window, you can create a new User by clicking the New button.
  7. The Origination DNs tab lists DNs from which calls can be routed or diverted to this Agent Group. You can include DNs of the following types into this list: Routing Point, External Routing Point, Service Number, Routing Queue, ACD Queue, Virtual Queue, or Virtual Routing Point. Click the Add button to add a DN. In the pop-up window, you can create a new object by clicking the New button.
  8. Perform one of the following actions:
    • Click the Save button to accept the changes and return to the object list.
    • Click the Apply button to accept the changes and remain in the tab.
    • Click the Cancel button to discard the changes.

Virtual Agent Groups

A Virtual Agent Group is similar to an Agent Group except that a Virtual Agent Group has no permanent members. Instead, an Agent becomes a member of a Virtual Agent Group if that Agent meets the criteria specified by the script. Agent membership in a Virtual Agent Group can change dynamically based on changes in the Virtual Agent Group criteria or changes in the object properties of the Agent.

When you click a Virtual Agent Group in Genesys Administrator Extension, you see its current member Agents.

Important
Although you can create and configure them using Genesys Administrator Extension, Virtual Agent Groups are used primarily by Reporting applications. For more information about Virtual Agent Groups, refer to the latest version of the Framework Stat Server User's Guide.
Warning
If Genesys Administrator Extension finds Virtual Agent Groups (converted from an earlier installation) that contain illegal script expressions or include permanent members, Genesys Administrator Extension will display an error message. To preserve correct functionality of the Virtual Agent Groups, you must address the problem manually by either correcting the error or converting the Virtual Agent Group to a non-virtual Agent Group by removing the expression from the configuration option script.
This page was last modified on January 16, 2014, at 07:04.

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