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Procedure: Creating Application 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 of the Application. You must specify a value for this property, and that value must be unique within the Configuration Database. Genesys does not recommend that you use symbols (including single and double quotation marks) in Application names; doing so may cause Applications to malfunction.
    • Template—The Application Template on which this Application is based. This value is set automatically when you select the Application Template.
    • Type—The type of the Application. This value is set automatically, based on the selected Application Template.
    • Component Type—Specifies the detailed purpose of this Application object within the configuration. Leave this field at its default value (Unknown) unless Application-specific documentation directs you to enter a specific value. This field is only displayed for daemon Applications.
    • Version—The version of the Application. This value is set automatically, based on the selected Application Template version.
    • Is Application Server—This field is checked for all daemon Applications and not checked for all GUI Applications. It is set automatically, based on the Type field.
    • 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.

    The following fields apply only to daemon Applications, not to GUI Applications:

    • Working Directory—The full path to the directory where this Application is installed. This field is mandatory. When creating a new Application, Genesys recommends inserting a period (.). The path will be filled in automatically when the new Application is installed and connects to Configuration Server.
    • Command Line—The command line that is used to start this Application, specifying the name of the Application's executable file. This field is mandatory. When creating a new Application, Genesys recommends inserting a period (.). The command line will be filled in automatically when the new Application is installed and connects to Configuration Server.
    • Command Line Arguments—Additional command-line parameters that are used to start this Application. When creating a new Application, Genesys recommends leaving this field blank. Any arguments will be filled in automatically when the new Application is installed and connects to Configuration Server.
    • Startup Timeout—The time interval, in seconds, during which the Management Layer expects this Application to start. If the Application has been configured with the autostart configuration option set to true, this is also the amount of time that Solution Control Server should wait to start this Application after initialization or after a system reboot. This field is mandatory.
    • Shutdown Timeout—The time interval, in seconds, during which the Management Layer expects this Application to shut down. This field is mandatory.
    • Auto-Restart—Indicates whether the Management Layer automatically restarts the Application after it shuts down unexpectedly.
    • Host—The host computer on which the Application is running.
    • Important
      To support specific HA configurations, more than one server can be registered on the same port within the same host.

      Otherwise, do not assign the port number to any other server on the same host.

    • Backup Server—The server that Client Applications contact if the connection to the primary server fails. You cannot associate one backup server with more than one primary server. You must use the same Application Template for the backup server that you use for the primary server, and you must associate the servers with the same user account.
    • Important
      When you designate an Application as a backup server for another server, the Application's Connections, Tenants, and Switch (for T-Server Applications) are automatically changed to match the corresponding values for the primary server. As long as this Application is associated with the primary server, its Connections are treated as read-only, and they are changed only when you apply changes to the Connections of the primary server.
    • Redundancy Type—The type of redundancy with which this Application is running.
    • Timeout—The amount of time, in seconds, that the client Application waits between reconnection attempts after a connection failure with the server.
    • Attempts—The number of attempts to reconnect to this server before trying to connect to the backup server. This value must be 1 or higher. This property is used only if you specify a Backup Server for this server.
    • Important
      Setting this parameter to any value other than 1 may not take effect for some types of Applications.
    • Login as SYSTEM—If checked, indicates that this Application logs into Configuration Server on behalf of the SYSTEM account.
    • Login As Account—Identifies the account that applications must use to log in to Configuration Server. If Login as SYSTEM is checked, this field is disabled. For Configuration Server type applications, this field defaults to Environment\default.
    • Important
      If you are configuring Configuration Server Proxy, Genesys strongly recommends that you use the default value (Environment\default).
    • Certificate—The security certificate value. In Windows, select the certificate value from the list of installed certificates. In UNIX, enter the full path to the <serial_#>_<host_name>_cert.pem file.
    • Certificate Description—An optional description of the Certificate.
    • Certificate Key—The full path to the <serial_#>_<host_name>_priv_key.pem file of the security certificate key. This field is used only if Genesys Security is deployed on UNIX; otherwise this field is empty.
    • Trusted CA—The full path to the ca_cert.pem file of the CA that issued the default security certificate. This field is used only if Genesys Security is deployed on UNIX; otherwise this field is empty.
    • Important
      Refer to the ENCODED_CONTENT MjEzNTACjxhIGhyZWY9Imh0dHBzOi8vZG9jcy5nZW5lc3lzLmNvbS9TcGVjaWFsOlJlcG9zaXRvcnkvODFnX2RlcC1zZWN1cml0eS5wZGY/aWQ9YzkwNDM1MzYtZmU2Mi00MmE1LTgwN2ItZjRlYjgwZjMxYTI2JnBhZ2U9RG9jdW1lbnRhdGlvbjpHQTp1c2VyOkNmZ0NhbXBhaWduR3JvdXA6OC4xLjQiIHRhcmdldD0iX2JsYW5rIiBjbGFzcz0iZXh0ZXJuYWwgdGV4dCIgcmVsPSJub2ZvbGxvdyI+R2VuZXN5cyA4LjEgU2VjdXJpdHkgRGVwbG95bWVudCBHdWlkZTwvYT4= END_ENCODED_CONTENT for more information about deploying Genesys TLS Security.
  3. The Connections tab lists the connections that this Application has to other Applications. Click Add to add a connection.
  4. Enter the following information in the pop-up window that displays on your screen:
    • Server—The server application that this application connects to as a client when it starts.
    • Port ID—The port of the server to which the application connects. If you want to use a secure connection, be sure to select a secure port.
    • Connection Protocol—The name of the connection control protocol.
    • Important
      Set the ADDP protocol between Local Control Agent and Solution Control Server in the Options tab of the Host object.
    • Local Timeout—This value is required only if you specified addp in Connection Protocol. This value specifies the heartbeat polling interval, measured in seconds, on a client side. This indicates how often the client application sends polling signals to the server application. To enable this functionality, specify any integer as the value.
    • Warning
      To avoid false disconnect states that might occur because of delays in the data network, Genesys recommends that you set the ADDP timeouts to values greater than 10 seconds.
    • Remote Timeout—This value is required only if you specified addp in Connection Protocol. This value specifies the heartbeat polling interval measured, in seconds, on a server side. This indicates how often the server application sends polling signals to the client application. To enable this functionality, specify any integer as the value.
    • Warning
      To avoid false disconnect states that might occur because of delays in the data network, Genesys recommends that you set the ADDP timeouts to values greater than 10 seconds.
    • Trace Mode—The connection trace mode used between a server and its client.
      • Trace Is Turned Off—Select if you do not want either the client or the server application to print ADDP-related messages in its log.
      • Trace On Client Side—Select if you want the client application to print ADDP-related messages in its log.
      • Trace On Server Side—Select if you want the server application to print ADDP-related messages in its log.
      • Trace On Both Sides—Select if you want both the client and server applications to print ADDP-related messages in their log.
    • Connection Mode—Specifies whether this port is secured or not by Genesys Security using the TLS protocol. This field is disabled if the client does not use Genesys Security.
    • Transport Protocol Parameters—Any text, usually key=value pairs, separated by a semicolon (;). This property is application-specific. Refer to the documentation for the particular application to determine the appropriate values for this field, if any.
    • Application Parameters—Any text, usually key=value pairs, separated by a semicolon (;). This property is application-specific. Refer to the documentation for the particular application to determine the appropriate values for this field, if any.
  5. Click Apply to save the information in the Connections tab.
  6. The Ports tab lists communication ports used by the clients of an application to connect to a server. To support specific high-availability configurations, more than one server can be registered on the same port within the same host. Otherwise, do not assign the port number to any other server on the same host. Click Add to add a connection.
  7. Enter the following information in the pop-up window that displays on your screen:
    • Port ID—The identifier of the port.
    • Communication Port—The port associated with the specified port ID.
    • Connection Protocol—The protocol used for the connection.
    • HA Sync—If selected, an HA backup server will use this port to establish a connection to the primary server.
    • Listening Mode—The listening mode configured for this port
    • Certificate—The security certificate value. In Windows, select the certificate value from the list of installed certificates. In UNIX, enter the full path to the <serial_#>_<host_name>_cert.pem file.
    • Description—An optional description of the Certificate.
    • Certificate Key—The full path to the <serial_#>_<host_name>_priv_key.pem file of the security certificate key. This field is used only if Genesys Security is deployed on UNIX; otherwise this field is empty.
    • Trusted CA—The full path to the ca_cert.pem file of the CA that issued the default security certificate. This field is used only if Genesys Security is deployed on UNIX; otherwise this field is empty.
    • Important
      Refer to the ENCODED_CONTENT MjEzNTACjxhIGhyZWY9Imh0dHBzOi8vZG9jcy5nZW5lc3lzLmNvbS9TcGVjaWFsOlJlcG9zaXRvcnkvODFnX2RlcC1zZWN1cml0eS5wZGY/aWQ9YzkwNDM1MzYtZmU2Mi00MmE1LTgwN2ItZjRlYjgwZjMxYTI2JnBhZ2U9RG9jdW1lbnRhdGlvbjpHQTp1c2VyOkNmZ0NhbXBhaWduR3JvdXA6OC4xLjQiIHRhcmdldD0iX2JsYW5rIiBjbGFzcz0iZXh0ZXJuYWwgdGV4dCIgcmVsPSJub2ZvbGxvdyI+R2VuZXN5cyA4LjEgU2VjdXJpdHkgRGVwbG95bWVudCBHdWlkZTwvYT4= END_ENCODED_CONTENT for more information about deploying Genesys TLS Security.
    • Transport Parameters—Any text, usually key=value pairs, separated by a semicolon (;). This property is application-specific. Refer to the documentation for the particular application to determine the appropriate values for this field, if any.
    • Application Parameters—Any text, usually key=value pairs, separated by a semicolon (;). This property is application-specific. Refer to the documentation for the particular application to determine the appropriate values for this field, if any.
  8. Click Apply to save the information in the Ports tab.
  9. The Tenants tab functional meaning only in a multi-Tenant environment. It specifies a list of Tenants that this application serves. The information specified in this list does not restrict the access privileges of the daemon applications with respect to the configuration data. Click Add to add a Tenant to this Application object.
  10. Important
    T-Server and High Availability (HA) Proxy applications do not display the Tenant property. A T-Server can serve only one Tenant, which is specified in the T-Server's General properties. An HA Proxy can serve only the same Tenant as the corresponding T-Server, and this Tenant is also specified in the HA Proxy's General properties.
  11. Click Save.

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Campaign Groups

Campaign Groups are structures for organizing and managing an automated process of making outbound calls to the destinations specified in Calling Lists.

Display Options

The Campaign Groups list shows the Campaign 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
  • The Campaigns list displays when you select Campaign Groups in Configuration Manager. To access the Campaign Groups list, you must first select a Campaign object and then a Campaign Groups folder.
  • Campaign 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.

You can sort the items in the list by clicking a column head. Clicking a column head a second time reverses the sort order.

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

Possible Procedures from this Panel

To create a new Campaign 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.

Otherwise, click the More button to perform the following tasks:

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

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

Creating Campaign Group Objects

To create a Campaign Group object, perform the following actions:

  1. Go to Configuration > System > Configuration Manager.
  2. Click Campaign Groups. The Campaigns list displays.
  3. Click the Campaign object in which you wish to create a Campaign Group.
  4. Click the Campaign Group folder in which you wish to create a Campaign Group.
  5. Click the New button.
  6. 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 Campaign Group, in the format [Campaign@CampaignGroup]. This value is set automatically, based on the content of the fields Campaign and Group.
    • Description—A brief description of the Campaign Group.
    • Group Type—The type of Campaign Group, Agent, or Place.
    • Group—The name of the Agent Group or Place Group that is associated with this Campaign Group. This value is set automatically and you cannot change it.
    • Dialing Mode—The name of the Dialing Mode for this Campaign Group.
    • Voice Transfer Destination—Identifies where calls are to be delivered for handling.
    • Important
      In addition to the Voice Transfer Destination DN, any ACD Queue, Virtual Queue, Routing Point, or Service Number DN that may be part of a call flow involving this group of agents or places must be specified as an Origination DN of the Agent Group or Place Group objects. Outbound Contact Server (OCS) needs to monitor these DNs to identify "r;foreign" inbound or outbound calls that are delivered to agents but were not issued by OCS on behalf of the Campaign Group, or if the ACD Queue DN is configured as an "r;overflow" DN.
    • Operation Mode—An operation mode: Manual or Scheduled. This property applies only to the Preview dialing mode.
    • Optimization Method—A method to optimize direct dialing algorithms in the predictive dialing modes. These methods include: Agent Busy Factor, Average Distribution Time, Average Waiting Time, Overdial Rate and Maximum Gain.
    • Important
      Average Distribution Time can be set only for the Predictive GVP Dialing Mode.
    • Optimization Target %—The target value for the optimization method. The unit of measure depending on the optimization method selected in the preceding field. The default value is 80.
    • Maximum Queue Size—The number of records to keep in the dialer’s queue. It is an internal counter that is used when OCS performs with Power GVP or Push Preview modes. OCS tries to always keep the dialer’s buffer full with the specified Maximum Queue Size. The default value is 0 (zero).
    • IVR Profile—The IVR Profile DBID that is specified in the GVP EMPS IVR Profile. The OCS ivr-profile-name option uses the value specified in this field.
    • Interaction Queue—A configuration object that is created in the Scripts section by Interaction Routing Designer when developing a Business Process to process outbound Preview mode interactions.
    • Trunk Group DN—Required only if you are using Outbound Contact in an Outbound VoIP environment. If specified, OCS uses this DN as the DN on behalf of which outbound and engaging calls originate.
    • Script—The Script object that contains all of the attributes that are required by Agent Scripting.
    • Minimum Record Buffer Size—The minimum record buffer size that acts as a multiplier, along with the optimal record buffer size, for the number of agents that are available for a campaign. The default value is 4.
    • Optimal Record Buffer Size—The optimal record buffer size that acts as a multiplier, along with the minimum record buffer size, for the number of agents that are available for a campaign. The default value is 6.
    • Number of Channels—Identifies the maximum number of ports that a Campaign Group can use to place calls. This max number is used in: Progressive, Predictive, Progressive with seizing, Predictive with seizing, and Progressive GVP dialing modes. The default value is 10.
    • 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.
  7. In the Connections tab, add all connections to all server needed (except T-Server or SIP Server) to run this Campaign Group. Click the Add button to add a connection. In the pop-up window, you can create a new object by clicking the New button.
  8. Click the Save button.

Dialing Modes

Outbound Contact has many dialing modes which are listed in the table below.

You can switch between Progressive and Predictive dialing modes at any time, and change the optimized parameter. Changing the dialing mode and optimized parameter in Genesys Administrator Extension is temporary. It lasts only until the Campaign is stopped or you change the setting. To change from Predictive or Progressive Dialing mode to Preview Dialing mode, the Campaign must be stopped and restarted.

A Preview Only license limits the use of OCS to this one dialing mode. A full license is required in order to run Campaigns in all dialing modes.

Important
The Campaign needs to be loaded in order to change the dialing mode and optimized parameter.

The dialing mode is used in conjunction with the values in the Optimization parameters and Optimization Target value fields.

Dialing Mode Description
Power GVP Dial calls by issuing call requests. For more information, see the Outbound Contact Deployment Guide.
Predictive Dials calls from a calling list and predicts agent availability. Recommended for high-volume, low-value Campaigns.
Predictive GVP Pacing is based on optimizing agent workloads in deployments where outbound calls first arrive to GVP for self-service. A portion of these outbound calls (for customers who selected the agent-assisted service option in GVP) is then passed to an agent group. In this dialing mode, it is assumed that outbound calls passed for agent-assisted service wait in the queue for some time for the next available agent.

This dialing mode requires SIP Server for placing outbound calls, rather than T-Server, and uses GVP Voice XML applications for self-serviced call processing.

Important
This dialing mode is supported by OCS starting in release 8.1.2.
Predictive with seizing Used only with the Active Switching Matrix mode. Calls are dialed automatically, similar to Predictive mode.
Preview Dials calls from a calling list only when an agent previews a calling list record and manually requests a call to be dialed. Recommended for low-volume, high-value applications, where individual ownership of accounts is the highest priority.
Progressive Dials calls from a calling list only when an agent is available. Recommended for low-volume, high-value Campaigns.
Progressive GVP Dials calls from a Calling List when a GVP port is available. This dialing mode requires SIP Server for placing outbound calls, rather than T-Server, and uses Voice XML applications for call processing.
Progressive with seizing Used only with the Active Switching Matrix mode. Calls are dialed automatically, similar to Progressive mode.
Push Preview Dials calls that are "pushed" to the agent's desktop using Interaction Server.
This page was last modified on December 13, 2013, at 08:35.

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