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Predictive Routing - Composer Strategy Subroutines Release Notes

This is the first 9.x release of Predictive Routing - Composer Strategy Subroutines.
Release Date Release Type Restrictions AIX Linux Solaris Windows
09/26/17 General Under Shipping Control X

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What's New

For availability of this release, contact your Genesys representative. This release contains the following new features and enhancements:

  • Predictive Routing IRD strategy subroutines now utilize the URS TimeBehind[] function to detect when URS is overloaded and adjust their behavior accordingly. TimeBehind[] returns a value that indicates the delay, in milliseconds, between the moment an event is received from T-Server and when it is processed by URS for the current interaction. If the delay is more than 1000 milliseconds, URS is experiencing an overload and is unable to process interactions in a timely manner. When Predictive Routing is deployed in an Orchestration Server strategy and an overload condition of this type occurs, the URS SetIdealReadyConditionForORS subroutine exits through the default port when it is called from the ORS strategy.
  • The Strategy Subroutines can now take agent occupancy into account when identifying the best target for an interaction. This functionality is controlled by the new use-agent-occupancy and agent-occupancy-threshold configuration options.

Resolved Issues

This release contains the following resolved issues:

Orchestration sessions no longer terminate due to exceeding the value set for the max-state-entry-count option (which is configured in the [scxml] section of the Orchestration Server Application object), as this function is now performed in URS. Previously, the Composer workflow performed loops to set the agent score URS memory maps, which could lead to unexpected termination of the session. (PRR-1086)

The URS memory maps and the context in which the SetIdealAgent and SetReadyCondition subroutines are instantiated are now correctly processed in the original call context. If the current context is a consult call, this is detected and properly set in the RouteRequest object. Consult calls that are completed during Predictive Matching processing are correctly handled. However, timing issues might still prevent proper handling of Predictive Matching agent selection. (PRR-970)

Upgrade Notes

No special procedure is required to upgrade to release

This page was last edited on January 8, 2018, at 15:53.
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