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_enable_in_queue_checking

Section: callback
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately


Added in: 8.5.109.05
If true, prevents the callback creation if the same customer number has already two callbacks in the queue; if false, does not check whether the customer is already in queue when creating the callback. This option applies to both immediate and scheduled callbacks.

_target

Section: URS Queueing
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.

_target

Section: URS Queueing
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.

_target

Section: URS Queueing
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.

8.5.109.08

Genesys Mobile Services Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
06/21/17 Hot Fix X X

Helpful Links

Releases Info


Product Documentation

Genesys Mobile Services

Genesys Products

List of Release Notes

What's New

This release contains the following new features and enhancements:

  • Support for stat_to_check, stat_operator, and stat_value properties for each of the targets set in the option _target. The system uses these properties to check the statistics and determine if the target should be expanded or if the callback should continue waiting for the same target after the timeout is reached.


Resolved Issues

This release contains the following resolved issues:

The AttributeMediaType parameter of the reporting user events is now set to an integer value. (GMS-5040)

For each KVP included in the user data, the callback strategy now includes a KVP in the historical reporting data, with key name set to _CB_UD_X, where X is the key name of the user data. (GMS-5038)

The feature for Callback multiple targets includes the following modifications and now requires an upgrade of the URS Routing Strategy to version 2.56.

  • If you set the clear property to true for one of the targets defined in _target, this property now applies to that target only. Previously, the clear property was applied to the next target.
  • If you add more than three targets, the routing strategy can now use the fourth and fifth targets. Previously, these corresponding values provided by the callback SCXML application were not populated correctly in the URS strategy.
  • Statistics checks now occur on timeout and prior to queueing a target. Previously, statistic checks occurred only on timeout. (GMS-5047)

Callback no longer ends in error when the expanded callback diagnostic data is displayed for a callback with _target set to the expanding target format. (GMS-4930)

If the customer abandons the call before being connected to an agent, the KVP _CB_D_CUSTOMER_CONNECTED_ WAITING_FOR_AGENT is now correctly set. (GMS-4901)

This release fixes the problem where the callback disposition dialog was not presented when the agent detected a busy signal and ended the call. Now, when a USERORIGINATED inbound call arrives at the GMS callback application, the application waits for the interaction.added event prior to accessing interaction data. Previously, interaction data was accessed on the interaction.present event and hence interaction data was not available in some timing-related conditions resulting in the callback session ending in error. (GMS-4478)

The KVP _CB_DIM_DIAL_DIALOG_RESULT now supports the values RIGHT_PERSON, RESCHEDULED, CANCELLED, and TRANSFERRED_TO_RP. Previously, only RIGHT_PERSON and RESCHEDULED were supported. (GMS-3790)


Upgrade Notes

If you are upgrading from 8.5.104 or earlier, install release 8.5.109.08 as usual, then update the DFM files to ensure correct callback processing.

If GMS has external Cassandra configured, when you upgrade GMS, you need to import the Callback Template from the new GMS installation directory. Start the Service Management UI and upload the <GMS Installation Directory>/service_templates/callback.zip file.

Release 8.5.109.08 requires the download and update of the following strategies:

  • WaitForTarget version 2.5+
  • SetRouteDelay version 2.1+

If you are upgrading from a version older than 8.5.109.05, you may need to modify the configuration option _enable_in_queue_checking. By default, this option blocks all the Callback requests issued from a customer number that has already appeared twice in queue. If you wish to keep the previous behavior (with no automatic blocking), set this option to false.

This page was last edited on June 21, 2017, at 16:16.
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