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Working with Integrated Capture Points

Capture point (CP) functionality allows iWD to create new tasks, based on data coming from an enterprise application or source system. CPs also enable existing tasks to be canceled, completed, held/resumed, restarted, or modified. CP functionality is integrated into Interaction Server.

Genesys recommends that you use the Integrated CPs (ICPs). Because iWD no longer supports legacy capture points, you will need to migrate to using ICPs. See the Moving from Legacy to ICPs section on this page.

Important
See the iWD Web topics for information regarding capture points for iWD Web.

Installing iWD ICPs

Installation procedures for ICPs are described in the eServices Integrated Capture Points 8.1 Guide.

Important
Remember that legacy capture points are no longer supported in iWD.

The prerequisites and other information will differ in the eServices 8.1 Deployment Guide, depending on the ICP being used. However, for all ICPs there are two common installation steps:

  • Creating the Capture Point application.
  • Configuring Capture Point iWD attributes.

Creating a Generic Capture Point

The procedures in this section are applicable to all types of Capture Point. Differences in configuration between pre-8.5 ICPs are mentioned specifically in the procedures are documented in the e-Service Capture Point Guide.

Creating the Capture Point application

Purpose

  • The Capture Point functionality is built within Interaction Server 8.1, which means that there is no separate installation package for any type of Capture Points. An Application object for the Capture Point must be configured in GAX. One Application must be configured for each instance of the Capture Point. Interaction Server supports multiple capture points.

Prerequisites

  • Interaction Server must be installed.
  • iWD 9.0 must be installed.

Start

  1. Login to GAX.
  2. Navigate to Environment > Applications.
  3. Create a new Application object based on the chosen Capture Point template. The CapturePointId will be automatically set to the name of the Capture Point application as configured in GAX. In iWD compatibility mode, it will also be saved as the IWD_capturePointId property in user data. When the Capture Point is configured, the Capture Point ID must be the same as the application name in order to ensure accurate events history reporting and accurate filtering. (The Capture Point Name can be anything).
  4. Important
    The name of the Capture Point Application must start with a letter, contain only alpha-numeric characters and underscores, and cannot be longer than 16 characters and cannot contain spaces.
  5. Because the Capture Point is integrated with Interaction Server, the Host and Port information is taken from Interaction Server (which must be listed as a connection on the Connections tab). Host and Port information comes from Interaction Server.
  6. Add a connection to Interaction Server. Multiple Capture Point Application objects can connect to the same Interaction Server.
  7. On the Ports tab, add any additional ports required for connection to Interaction Server.
  8. On the Tenants tab, add the relevant Tenant.
  9. Ignore the Options tab.
  10. Ignore the Application Options tab.
  11. On the iWD Attributes tab, select the Solution from the drop-down list and add a Description. The runtime ID of the capture point is generated by GAX to a default initial value and it can be changed. Interaction queues configured in the Solution are copied to the appropriate Capture Point's options. If the Solution has defined incorrect or disallowed queue names, they should be fixed in the Solution configuration first. Otherwise the Capture Point object cannot be saved.
  12. Save the Application object.
  13. When configuration is complete, click Save.

End

Moving from Legacy to ICPs

Mapping Native iWD Task Actions to Native IXS Message Operations

This section is intended to help you understand how the native Interaction Server (IXS) XML message operations compare to the native iWD XML message operations. The information provided here is mainly derived from the eServices 8.1 User's Guide.

This page shows how the operations you would specify in the iWD message format correspond, or translate, to the operations you would specify in the IXS message format.

Task action

iWD XML message operation

Interaction Server message operation

Create a new task/interaction in iWD

CreateTask

<interaction operation="submit">

Get information about a task/interaction in iWD

GetTaskInfo

<interaction operation="getinfo">

Update a task/interaction in iWD

UpdateTask

<interaction operation="update">

Complete a task/interaction in iWD

CompleteTask

<interaction operation="update">

Hold a task/interaction in iWD

HoldTask

<interaction operation="hold">

Resume a held task/interaction in iWD

ResumeTask

<interaction operation="resume">

Restart a task/interaction in iWD

RestartTask

<interaction operation="update">

Cancel a task/interaction in iWD

CancelTask

<interaction operation="update">

Creating a New Task or Interaction

When you are creating a new task/interaction by using the <interaction operation="submit"> operation to specify the all initial properties of the interaction, use the properties element, which is a direct child of the interaction element. Alternatively, you can provide default values for any interaction properties, as part of the Integrated Capture Point Application configuration. See the descriptions of the default-values sections (which are repeated for each capture type) in the eServices 8.1 Reference Manual.

Configuration of some properties is mandatory to ensure that iWD behaves as expected. Also, in Task Attribute Mapping in the columnInteraction Attached Data Key, the names of the properties are described as you would refer to them in this message. You can cross-reference this with the information in the tables titled Translation Table for Known Attributes-Inbound and Translation Table for Known Attributes-Outbound in the eServices 8.1 User's Guide.

Updating, Completing, Canceling, or Restarting a Task/Interaction

Use the <interaction operation="update"> operation when you are updating, completing, canceling, or restarting a task/interaction. Use the properties element, which is a direct child of the interaction element, to specify which properties to update.

In the special cases, when you are completing, canceling, or restarting a task/interaction, specify the Queue property, to move the task/interaction to the iWD_Completed/iwd_bp_comp.Main.iWD_Completedqueues, iWD_Canceled/iwd_bp_comp.Main.iWD_Canceled queues, or the iWD_New/iwd_bp_comp.Main.iWD_New queues, respectively.

Important
When you use the iWD_Completed/iwd_bp_comp.Main.iWD_Completed, iWD_Canceled/iwd_bp_comp.Main.iWD_Canceled and iWD_New/iwd_bp_comp.Main.iWD_New queue names, it is assumed that you are using the out-of-the-box business process that is provided with iWD (IWDBP). If you have modified this business process to add/change queue names, you will need to consider this when you are specifying the Queue property for the update action.

Differences in Task Restart Process

Restarting a held task differs for legacy CPs and integrated CPs. With legacy CPs, if a held task is restarted, its state changes to New and it is processed again as a new task. However, for integrated CPs, after a task is restarted, it must first be resumed before processing continues. If the task is not resumed, then it stays in the iWD_New queue as held.

Mandatory Interaction Properties

When you submit a new interaction to Interaction Server (<interaction operation="submit">), the following properties are mandatory. Therefore, they are also mandatory for the Integrated Capture Points:

  • InteractionType
  • InteractionSubtype
  • MediaType
  • Queue
  • TenantID
Important
In this case, TenantID is the Genesys tenant ID, not the ID of the managed tenant that is created in the iWD configuration.

You do not need to specify these properties in the XML message, because several of them are normally not relevant to iWD. There is an configuration option for the Capture Point Application template, called default-values (for a description, see the eServices 8.1 Reference Guide), which enables you to enter default values for any of these properties (as well as any other interaction properties). Therefore, if the default values for these five attributes/properties are specified in the options, then the message itself need not contain any other properties for Interaction Server to accept and process it.

The Queue property is an exception, because you can configure the default queue as part of the business process configuration by using the endpoints section.

In addition to these mandatory properties, three other properties, specific to iWD interactions, are used to ensure that interactions are accounted for correctly by iWD Data Mart and are displayed properly through the Global Task List. The properties are:

  • iWD_TenantId
  • iWD_SolutionId
  • iWD_CapturePointId

The iWD_CapturePointId property will be equivalent to the name of your Capture Point Application in Configuration Server. See the procedure, “Creating the capture point application” in the eServices 8.1 Deployment Guide.

When you deploy the Integrated Capture Point, you must also set the ID and Solution on the iWD Attributes tab.

The iWD_SolutionId and the iWD_TenantId properties are the ID of the Solution and the Tenant, respectively, under which the capture point application has been created in GAX. Similar to the mandatory interaction properties, these three additional properties are set automatically by the iWD GAX Plugin when the iWD Attributes tab is completed.

More Information About CPs

For a description of some optional ways to format the information inside the <properties> element, see the section, “Properties Element” in the eServices 8.1 User's Guide.

For additional information about other elements, such as changed, deleted, reason, actor, and party, and about how responses to capture point requests are processed, see Chapter 9 in the eServices 8.1 User's Guide.

By default, when you specify any interaction property that is not considered a core property of the Interaction Server interaction data model, or that is not a core or extended attribute in terms of the iWD data model, the value of that property will be stored in a BLOB in the interactions table of the Interaction Server database. If you need to use this custom property in any Queue Views, or to use filtering in the Global Task List, see the Working with Task Attributes and Interaction Properties topic.

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This page was last modified on 14 March 2018, at 04:52.