Contents
Orchestration Extensions
_genesys Object
Every SCXML session will have a global root object (_genesys) from which an application will have access to objects, properties, and functions to access Orchestration extensions. Each used extension is accessed as a property of _genesys. For example, the Interaction Interface and the Queue Interface will have the corresponding root object off of the _genesys object: _genesys.ixn and _genesys.queue.
Extension Namespaces
Each of the Orchestration Extensions have an associated set of namespaces for actions, events, content, and functions. The following are the namespaces for the Orchestration Extensions:
| Extension | Action Namespace* | Event prefix | Object and Function root |
|---|---|---|---|
| Core Extension - Session | www.genesyslab.com/modules/session | session.xxx | _genesys.session.xxx |
| Core Extension - Web | www.genesyslab.com/modules/ws | ws.xxx | _genesys.ws.xxx |
| Queue | www.genesyslab.com/modules/queue | queue.xxx | _genesys.queue.xxx |
| Interaction | www.genesyslab.com/modules/interaction | interaction.xxx, voice.xxx, msgbased.xxx, chat.xxx | _genesys.ixn.xxx |
| Dialog | www.genesyslab.com/modules/dialog | dialog.xxx | _genesys.dialog.xxx |
| Statistics | www.genesyslab.com/modules/statistic | statistic.xxx | _genesys.statistic.xxx |
| Classification | www.genesyslab.com/modules/classification | classification.xxx | _genesys.classification.xxx |
| Resource | www.genesyslab.com/modules/resource | resource.xxx | _genesys.resource.xxx |
| Elasticconnector | www.genesyslab.com/modules/elasticconnector | elasticconnector.xxx | _genesys.elasticconnector.xxx |
| Agent | www.genesyslab.com/modules/agent | agent.xxx | _genesys.agent.xxx |
* The namespaces used by an application must be included in the <scxml> element using the xmlns attribute.
Core Extensions (Session and Web)
These interfaces provide functionality that is not specific to an external interface. This includes capabilities for creating sessions and accessing external http based servers.
See Core Extensions.
Queue Interface
This Interface provides the ability to allow the orchestration logic to request the appropriate resource for some processing and return the appropriate address information for the resource. The current URS functionality (queuing, prioritization, and so on) will be used for this interface. In addition to core queuing and target selection, this functional module interface will also support outbound interaction processing.
See Queue Interface.
Interaction Interface
An interaction represents the various types of communications between a resource and a customer:
- Conversation-based communication between a customer and given contact center or enterprise resources using a single logic media (certain media may support more than one media type over an interaction (voice and video) (for example, a voice call or a chat session). This type of interaction involves a series of information being communicated back and forth.
- Message-based communication with a customer (for example, an incoming e-mail or sms or an outgoing e-mail or sms).
Dialog (Treatment) Interface
The dialog interface defines the functionality that allows Orchestration logic to do the following:
- Run a particular dialog application (VXML, HTML, and so on) on a specific interaction and by a specific resource.
- Collect the results of the dialog application that was run.
See Dialog Interface.
Statistic Interface
This interface provides statistical information to the orchestration logic.
See Statistic Interface.
Classification Interface
This interface provides the ability to classify and screen interaction content to help the orchestration logic determine what the customer wants.
Resource Interface
This functional module contains enumeration objects that can be used in other functional modules.
See Resource Interface.
Elasticconnector
This extension helps remove the management of connectivity to Elasticsearch cluster from the SCXML strategy. It also provides simplified access to Elasticsearch APIs.
Agent
This extension is used for implementing agent management features like logout, DND, and ability to change agent state for voice media.
See Agent Extension.