Enabling Internal And External Communications

Procedure: Enabling an agent to use Team Communicator to call/transfer to an agent group or a skill

Purpose: To enable an agent to use Team Communicator to call or transfer to an agent group or a skill.

Prerequisites

• A working knowledge of Genesys Administrator.
• A CloudCluster application object exists in the Configuration Database.

Start

1. In the Configuration tab of the CloudCluster application, add a connection to Stat Server.
2. In the connection, add a reference to the T-Server associated with the switch to which the agent logs in.
3. Configure the Team Communicator options in the interaction-workspace section of the CloudCluster application object.
4. In your routing configuration, configure a routing strategy that uses the routing targets that are connected to Workspace (see intercommunication.voice.routing-based-targets and intercommunication.voice.routing-points).
5. Load the routing strategy on the Routing Point that is defined by the intercommunication.voice.routing-points option.
6. Enable the agent to use the voice media by using the intercommunication.voice.routing-points.

End

Procedure: Enabling an agent to use Team Communicator to call a contact

Purpose: To enable an agent to use Team Communicator to call a contact that is stored in the Universal Contact Server (UCS).

Prerequisites

• A working knowledge of Genesys Administrator.
• A CloudCluster application object exists in the Configuration Database.
• The CloudCluster application has a connection to Universal Contact Server.
• Procedure: Enabling agents to manage contacts.
• Procedure: Provisioning Workspace for the Voice channel.

Start

1. Configure the Team Communicator options in the interaction-workspace section of the CloudCluster application object.
2. Ensure that the UCS application to which CloudCluster is connected is configured to support index searches in the Contact database:
   • Set the index\enabled option to true.
   • Set the index.contact\enabled option to true.
   For more details about these settings, refer to the eServices 8.1 Reference Manual.

End

Procedure: Enabling an agent to use E-Mail to correspond with a contact

Purpose: To enable an agent to use E-Mail to correspond with a contact that is stored in Universal Contact Server (UCS).

Prerequisites

• A working knowledge of Genesys Administrator.
• The CloudCluster application object exists in the Configuration Database.
• The CloudCluster application has a connection to Universal Contact Server and Interaction Server.
• Procedure: Enabling agents to manage contacts.

Start

1. Configure the E-Mail options in the interaction-workspace section of the CloudCluster application object.
2. Configure the e-mail queue options in the email section that are mandatory for basic e-mail processing: email.default-queue and email.outbound-queue.
3. Configure the Workbin options in the interaction-workspace section of the CloudCluster application object, them), in particular: workbin.email.in-progress and workbin.email.draft.

End

Procedure: Enabling an agent to use Chat to chat with a contact

Purpose: To enable an agent to use Chat to chat with a contact that is stored in Universal Contact Server (UCS).

Prerequisites

• A working knowledge of Genesys Administrator.
• The CloudCluster application object exists in the Configuration Database.
• The CloudCluster application has a connection to Universal Contact Server and Interaction Server.
• Procedure: Enabling agents to manage contacts.

Start

1. Configure the Chat options in the interaction-workspace section of the CloudCluster application object.

End

Procedure: Enabling an agent to use Agent Workbins

Purpose: To enable an agent to use Agent Workbins to receive and/or store contact interactions for future processing.

Prerequisites

• A working knowledge of Genesys Administrator.
• The CloudCluster application object exists in the Configuration Database.
• The CloudCluster application has a connection to Universal Contact Server and Interaction Server.
• Procedure: Enabling agents to manage contacts.

Start

1. Use Genesys Interaction Routing Designer (IRD) or Genesys Composer to create a Workbin.
2. In Genesys Administrator, declare the Workbin in the interaction-workspace section of the Options tab of the CloudCluster application object, following the generic rule: workbin.<media_type>.<workbin-nick-name>=<workbin-script-name>
   Refer to the Workbin configuration option reference for a list of Workbin options and a description of how to configure them.

End

Procedure: Enabling agents to manage contact history

Purpose: To enable an agent to view and update the e-mail and chat interaction history of a contact.

Prerequisites

• A working knowledge of Genesys Administrator.
• The CloudCluster application object exists in the Configuration Database.
• The CloudCluster application has a connection to Universal Contact Server.

Start

1. Configure the Contact options in the interaction-workspace section of the CloudCluster application object.
2. Enable an index search on contacts to enable searches on contact interactions. For more information about enabling index searches, refer to the eServices 8.1 User's Guide.

End

Procedure: Enabling an agent to use disposition codes

Purpose: To enable an agent to specify the outcome (disposition) of an interaction.

Prerequisites

• A working knowledge of Genesys Administrator.
• A CloudCluster application object exists in the Configuration Database.
• The agent object is configured to use one or more of the following media channels:
  • Voice
  • E-Mail
  • Chat

Start

1. In Genesys Administrator, create or update a Business Attribute in the tenant that contain(s) your agents.
   • The Type of the Business Attribute is Interaction Operation Attributes.
   • The Display Name of the Business Attribute is used as the name of the section in the Agent interface.
   • The Attribute values are the codes that are available for the agent:
     • name—Used in attached data.
     • display name—Used in the Agent interface.
2. In the interaction-workspace section, set the value of the disposition.value-business-attribute option to the name of the Business Attribute that you previously configured.
3. Configure the following Interaction options in the interaction-workspace section of the CloudCluster object:

• interaction.disposition.is-mandatory
• interaction.disposition.is-read-only-on-idle
• interaction.disposition.key-name
• interaction.disposition.use-attached-data
• interaction.disposition.value-business-attribute

End

Procedure: Enabling an agent to edit case information

Purpose: To enable an agent to edit the contents of case information.

Prerequisites

• A working knowledge of Genesys Administrator.
• A CloudCluster object exists in the Configuration Database.
• One or more custom Case Information Business Attributes in the Configuration Layer.

Start

1. In Genesys Administrator, open a Case Information Business Attribute.
2. In the Attributes Values tab, open the attribute value that you want to enable Agent to edit.
3. Select the Options tab.
4. Add a new section named interaction-workspace.
5. Configure the option according to the values in the Editing Case Information table.
6. Save your updates.

End