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URS Queueing Section



  


_agent_reserve_timeout

Default Value: 30
Valid Values: integer
Changes Take Effect: Immediately


Agent reservation time during which the agent is blocked for routing. After this timeout, URS automatically unblocks the agent.


This option is mandatory.

_eta_pos_threshold

Default Value: 0:10,10:5,20:2,30:1,40:0
Valid Values: string
Changes Take Effect: Immediately


Important
This legacy option applies only if _urs_ewt_estimation_method is not set to ursdial.

Threshold at which the service determines that an agent is available for an interaction with the customer. If an interaction is in first position then independent of this setting, the system assumes that the threshold is reached.

For example, the default value "0:10,10:5,20:2,30:1,40:0" sets different threshold positions depending on the interaction's Expected Time to Answer (ETA) as calculated by URS.

  • If the service instance's ETA is between 0 and 10 and if the interaction position in queue is less than 10, the interaction is ready to be connected.
  • If the service instance's ETA is between 10 and 20 and if the interaction position in queue is less than 5, the interaction is ready to be connected, and so on.
Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

_max_queue_wait

Default Value: 0
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.112.05

Maximum time (in seconds) for the virtual interaction to wait in queue prior to contacting the customer if the virtual interaction has not been selected for routing. If set to 0 (default), this option is ignored. If you set this option, configure _urs_ewt_estimation_method = ursdial.

This option only applies to user-terminated delayed scenarios where _userterminated_first_connect_party=CUSTOMER. If max-queue-wait is configured, and if its value is exceeded, the system adds the GMS_Max_Queue_Wait user data to the outbound interaction.

_max_time_to_reach_eta_pos_threshold

Default Value: 14160
Valid Values: integer
Changes Take Effect: Immediately


Maximum time (seconds) to wait until the service request reaches the queue position controlled by the ETA Position Threshold parameter (_eta_pos_threshold).

This option is mandatory.

_max_urs_ewt_pos_polling_interval

Default Value: 30
Valid Values: integer
Changes Take Effect: Immediately


Highest possible check frequency to avoid polling delays on fluctuating loads. The Callback service checks the EWT Position for the virtual interaction waiting in the virtual queue. Generally, the check frequency is half of the current EWT.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.


This option is mandatory.

_min_queue_wait

Default Value: 0
Valid Values: integer
Changes Take Effect: Immediately


Minimum time (in seconds) for the virtual interaction to wait in queue prior to getting selected for routing.

_min_urs_ewt_pos_polling_interval

Default Value: 2
Valid Values: integer
Changes Take Effect: Immediately


Lowest possible check frequency to avoid constant URS polling. The Callback service checks the EWT Position for the virtual interaction waiting in the virtual queue. Generally, the check frequency is half of the current EWT.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.


This option is mandatory.

_on_route_done_delay

Default Value: 0
Valid Values: Integer
Changes Take Effect: Immediately
Introduced: 8.5.106.14

The number of seconds, after the target selection, by which to allow delays when fetching user data from a URS WaitForTarget strategy after the target was selected. This option ensures that user data is consistently added to the interaction. It does not delay the callback execution.

_target

Default Value: {specify your target here}
Valid Values: String
Changes Take Effect: Immediately
Modified: 8.5.108.02, 8.5.109.05, 8.5.109.08, 8.5.114.09

Routing target that specifies the agent/queue resource that will process this request.

  • Starting in 8.5.108.02, you can set multiple targets in this option, limited to 5.
  • Starting in 8.5.114.09, the limit is increased to 15.

Single Target

For a single target, format the string according to the URS target specification: <Target String>@<StatServer name>.<Target Type> where Target Type is one of the following:

  • A (Agent)
  • AP (Agent Place)
  • GA (Group of Agents)
  • GP (Group of Places)
  • GC (Campaign Group)

<Target String> can be a skill expression. In that case, <Target String> must start with '?:'.
For example:

  • Billing@StatServer.GA—Routes to Agent Group "Billing".
  • ?:English=20&;Loans=2@StatServer.GA—Routes to any agent matching the skill expression.

See the Universal Routing Server (URS) documentation for additional information about URS targets.

Multiple Targets

To set multiple targets, create a JSON-formatted string array of maximum 15 elements as follows:

[
    {
        "target": "<Target String>@<StatServer name>.<Target Type>",
        "timeout": "<integer>",
        "clear":<true/false>,
        "stat_to_check": "<stat name>",
        "stat_operator": "< or >",
        "stat_value": "1"
    }
]
  • The timeout property specifies how long to wait in seconds before switching of targets.
  • The stat_to_check property can be set to any of the values supported by the Statistics parameter passed to the IRD function SData(Target, Statistics), unless target is a skill expression. If target is a skill expression, you must choose one of the following values:
    • RStatAgentsReadyvoice—agents ready for voice media.
    • RStatAgentsReady—agents ready for any media.
    • RStatAgentsTotal—agents logged in.
  • The stat_value property specifies the threshold for the statistic passed in stat_to_check. If the condition set by the combination of stat_to_check, stat_operator, and stat_value is met, the current target is skipped, except if it is the last target of the list.
  • If clear=true, the target will be overridden when switching to the next target; if clear=false, the target will be expanded with the next target.
Important
If you set multiple targets in this option, then _urs_queued_ttl should be set to the total queue time across all targets.

For example:

[
    {
        "target": "GMS_AG_Kilfoil@Stat_Server.GA",
        "timeout": "15",
        "clear": false,
        "stat_to_check": "StatAgentsAvailable",
        "stat_operator": "<",
        "stat_value": "1"
    },
    {
        "target": "GMS_AG_Milburn@Stat_Server.GA",
        "timeout": "10",
        "clear": false,
        "stat_to_check": "StatAgentsAvailable",
        "stat_operator": "<",
        "stat_value": "1"
    },
    {
        "target": "GMS_AG_Monique@Stat_Server.GA",
        "timeout": "30",
        "clear": false,
        "stat_to_check": "StatAgentsAvailable",
        "stat_operator": "<",
        "stat_value": "1"
    },
    {
        "target": "GMS_AG_Oladipo@Stat_Server.GA",
        "timeout": "15",
        "clear": false,
        "stat_to_check": "StatAgentsAvailable",
        "stat_operator": "<",
        "stat_value": "1"
    },
    {
        "target": "GMS_AG_Sippola@Stat_Server.GA",
        "timeout": "15",
        "clear": false,
        "stat_to_check": "StatAgentsAvailable",
        "stat_operator": "<",
        "stat_value": "1"
    }
]

_urs_call_interaction_age

Default Value:
Valid Values: string
Changes Take Effect: Immediately


If specified, the URS strategy will set the interaction age to the specified value; otherwise, by default, the interaction will be placed at the end of the queue. This is generally useful in the classic callback scenarios where the original interaction is already in queue prior to GMS callback being offered. The format is ("t"="1427975018 578").

_urs_ewt_estimation_method

Default Value: ursdial
Valid Values: string
Changes Take Effect: Immediately


For all new deployments, ursdial should be used. Other options (stat and urs) are deprecated.

  • Selecting ursdial (highly recommended) enables URS-based dialing where the estimation of time to dial is determined by URS (version 8.1.400.07 or greater).
  • If urs or stat is selected, the callback time to dial is determined by checking ewt and pos retrieved from URS or Stat Server respectively.
Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.


This option is mandatory.

_urs_extension_data

Default Value:
Valid Values: string
Changes Take Effect: Immediately
Discontinued: 8.5.114.09

Warning
This advanced parameter is not supported starting in 8.5.114.09, although it may show up in some earlier versions of the Service Management UI.

Provides the additional configuration extension data required for advanced scenarios and used for the customization of the URS prioritization strategy. Use this option to pass additional extension data to the URS strategy. Multiple values can be combined to form a complex URL-encoded value that the URS strategy will parse. For example, if you set...

_urs_extension_data=targets%3DVAG1%2CVAG2%2CVAG3%3B

... it will be available in the URS strategy as:

_urs_extension_data=targets=VAG1,VAG2,VAG3;
Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

_urs_prioritization_strategy

Default Value: WaitForTarget
Valid Values: String
Changes Take Effect: Immediately


Universal Routing Server strategy to be used for the service instance prioritization. The default value shown here matches the name of the URS strategy that you imported into IRD. If you changed the name of the strategy, update this value to reflect the correct name.

_urs_queued_ttl

Default Value: 14400
Valid Values: integer
Changes Take Effect: Immediately


The total maximum time (seconds) to wait for a target. After the specified duration has lapsed the virtual interaction will be removed from virtual queue and the callback service will exit.

This option is mandatory.

_urs_request_timeout

Default Value: 100
Valid Values: string
Changes Take Effect: Immediately


Duration (seconds) to wait for receiving HTTP responses from Universal Routing Server.

_urs_strategy_update_sub_routine

Default Value: SetRouteDelay
Valid Values: String
Changes Take Effect: Immediately


Subroutine in URS that changes the RouteDelay parameter of the virtual interaction representing the service instance. This option informs URS to reserve this interaction's target when it becomes available. The default value shown here matches the name of the URS subroutine that you imported into IRD. If you changed the name of the subroutine, update this value to reflect the correct name.

_urs_udata_xfer_keys

Default Value:
Valid Values: String
Changes Take Effect: Immediately


Comma-separated list of Callback KVPs to be retrieved from the routing strategy and added to preview interactions.

_urs_virtual_queue

Default Value: {Specify virtual queue to be used by strategy}
Valid Values: string
Changes Take Effect: Immediately


Virtual queue to which the service request will be added.

_urs_vq_priority

Default Value:
Valid Values: integer
Changes Take Effect: Immediately


Priority to be set for the virtual interaction when submitting to _urs_virtual_queue. For example, you can set this value to 100. If you leave this option blank, no priority will be set. For further details, see the callback documentation.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

_urs_vq_priority_boost_on_connect

Default Value: 500
Valid Values: integer
Changes Take Effect: Immediately
Introduced: 8.5.112.05

Priority to be added to the virtual interaction after connecting the customer call or chat session. This option only applies to scenarios where _userterminated_first_connect_party=CUSTOMER.

To use this option, import the GMS_URS_Strategy_85109_v2.58.zip strategy file available for download in the Callback Solution guide.

_urs_vq_priority_increment

Default Value:
Valid Values: integer
Changes Take Effect: Immediately


Increment interval to use to increment the priority, every _urs_vq_priority_increment_interval. for example, 10. For further details, see the callback documentation.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

_urs_vq_priority_increment_interval

Default Value:
Valid Values: integer
Changes Take Effect: Immediately


Number of seconds to wait to increment the priority of _urs_vq_priority_increment. For example, 60 to increment the priority every 60 seconds. If you leave this option blank, the incrementation of the priority is disabled.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

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This page was last modified on 17 May 2017, at 07:40.