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Through the use of SCXML treatment scripts, you can configure custom treatments to handle multiple contact methods and scenarios, providing greater flexibility for reaching a customer. Some of the scenarios that custom treatments can address include:

What is SCXML?

SCXML is an event-based state machine language that accommodates various call control/customer service states and the transitions between them. While relatively new as a notation/language, SCXML is well-proven for building state-based models and facilitates the process of orchestrating customer-service solutions. The core SCXML provides state chart functionality, while Outbound Contact—specific instructions are specified in the executable content of SCXML in form of SCXML extensions (action elements) and/or ECMA script extensions (properties of special ECMA script objects).

Schema Updates for Release 8.1

Starting in release 8.1, Genesys uses an updated SCXML standard that contains a number of changes from the prior standard. Note the following changes:

  • The syntax for Event Data has changed from _eventdata to _event.data.
  • To assign value to a variable, X, defined in the data section, use the syntax _data.X in location expressions such as the following:
    • Previous Syntax: <assign location="X" expr = "1" />
    • New Syntax: <assign location="_data.X" expr = "1" />
  • Mnemonic operands such as the following must be expressed differently, as shown in the following examples:


Previous Syntax

New Syntax

= eq ==
< lt &lt;
> gt &gt;
<= le &lt;=
>= ge &gt;=
&& and &amp;&amp;
¦¦ or ¦¦
!= ne !=
  • When writing a file URL, use ":" instead of "|":
    • Previous Syntax: file:///C|/inetpub/wwwroot/sample02.scxml
    • New Syntax: file:///C:/inetpub/wwwroot/sample02.scxml

For more information about SCXML or ECMA scripts, go to the following websites:

  • State Chart XML (SCXML), State Machine Notation for Control Abstraction (http://www.w3.org/TR/scxml/)
  • ECMA and ECMAScript Language (http://www.ecma-international.org)
This page was last edited on July 17, 2020, at 16:13.
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