A Place is a location that has one or more DNs operated by a single agent.
You configure Places and assign individual DNs to them in order to monitor performance and availability of Agents, Agent Groups, and Place Groups, and to provide this information to call-processing applications.
A typical Agent Place consists of two DNs: one DN that an Agent uses to take customer calls, and one DN that the Agent uses to make consultation calls and transfers.
If you are using the multimedia options of the Genesys products, Places may need to be equipped with DNs of other types, such as an email address.
The Places list shows the Places 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.
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 cube icon 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 Select.
Working with Places
To create a new Place object, click New. To view or edit details of an existing object, click the name of the object, or click the check-box beside an object and click Edit.
To delete one or more objects, click the check-box beside the object(s) in the list and click Delete. You can also delete individual objects by clicking on the object and then clicking Delete.
Otherwise, click More to perform the following tasks:
- Clone—Copy a Place.
- Move To—Move a Place to another hierarchical structure.
- Enable or disable Places.
- Create a folder, configuration unit, or site. See Object Hierarchy for more information.
Creating Place Objects
To create a place object, do the following:
- Click New.
- 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 this Place. 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).
- Capacity Rule—The Capacity Rule Script associated with this Place.
- Cost Contract—The Cost Contract associated with this Place.
- Site—The Site with which the Capacity Rule and/or Cost Contract is associated. If the Capacity Rule or Cost Contract are associated with a Site, this field is set to that Site.
- 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.
- In the DNs tab, click Add to add a single or multiple DN(s). Navigate to the appropriate DN folder and select the available DN(s) you want to add, and then click Add. In the pop-up window, you can create a new DN object by clicking +.
- Perform one of the following actions after you have added a DN to the Place:
- Click Save to accept the changes and return to the object list.
- Click Apply to accept the changes and remain in the tab.
- Click Cancel to discard the changes.
- Click Save.
CSV File for Importing and Exporting
You can use the Bulk Import/Export functionality to import Places from, and export Places to, a comma-separated value (CSV), file. The import file used for importing and the export file created by exporting data are fully compatible, and a single file can be used for both importing and exporting. Or, if you wish, you can create the import file yourself, using the general CSV information in this Help file, and the object-specific information contained in this section.
Fields of the CSV File
The source file is a text file in a comma-separated (CSV) format, with an extension of .csv.
In the source file, each line represents a single Place. The same Place can appear in the source file only once. The unique identifier of the Place in the scope of the source file is the Name field.
The columns of the file are the properties of a Place, and optionally, the DNs associated with that Place. The first row in the file has column names to identify the fields. The order of the columns is not important. A comma is inserted after each column header or value, or if the column does not have a value, immediately after the previous comma. Any non-mandatory column can be omitted from the source file, depending on user preference and/or the purpose of the file.
The source file contains the following properties for each Place:
|Action||ADD, UPDATE, DELETE||Yes|| Specifies the action to be taken with this Place data, either create a new Place (ADD) or modify the existing Place (UPDATE) or delete a Place (DELETE).
This column is added automatically by GAX when a file is exported, with a value of UPDATE for all records in it. If you create the source file from scratch, you must add this column manually. In either case, this field is mandatory, and you must provide a value for each record.
|Name||String||Yes||Name of the Place.|
|Enabled||String||No||Whether this Place is enabled (Y) or not (N).|
In addition to the properties and folders in the table above, each row may contain relations between this Place and DNs. Every instance of a DN will have a separate column in the source file. For example, if there are 10 DNs, there will be 10 additional columns in the source file, each column representing a DN. All relational columns are optional.
Each header for a relational column consists of the object type and the object name, which will form a unique column name. So, for example, there cannot be two Skills which have the same name, but a Skill object may have the same name as some Switch object.
Naming and value rules of relational columns are given in the following table:
|Type||Column Name||Valid Values||Description|
|DN||DN:<switch name> / <DN number>|| Y – Add this DN to this Place
N – Remove this DN from this Place
|A DN to be added or removed from this Place.|
The following data is to be uploaded to GAX to modify two Places:
The contents of the CSV file for this data looks like this:
Action,Name,Enabled,DN:2410241,DN:4340241,DN:2140879 UPDATE,_admin,Y,Y,,N UPDATE,_support,Y,N,N,Y