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About the Key Routing Blocks

The following table gives an overview of the main blocks that are used in the configuration of the sample routing strategies described in this section. For additional information on these blocks, see the Interaction Routing Designer Help.

Routing Block Key Action
Attach data block

Used for adding UserData for the call, which will include any key-value pairs (KVPs) sent by the agent.
For example, a KVP that:

  • Adds agent Notes on the interaction.
  • Specifies a particular KW to target for this call.

Limitation: For agent notes that will appear in the Preview window, the text cannot contain a single (') mark. Universal Routing Server (URS) does not process this quotation mark as regular text.

SelectDN block

Used for building the expression that will choose the DN.

  • Point to the Stat Server instance installed in your environment.
BlockDN

Used for environments with multiple URS instances. BlockDN makes the Target DN selected by this strategy unavailable for the duration specified in this block, so that other URS instances do not attempt to route interactions to this DN.

Database blocks

These are the key blocks for the Preview Interaction.
When configuring this block, you will:

  • Connect the strategy to the Custom Server module built into the UC Connector.
  • Specify the PreviewInteraction protocol message to be sent to the Custom Server. For example, PreviewInterationRequest, which asks Custom Server to initiate the preview.
  • Specify how to process the results that come back from the Custom Server.

Sample Screenshots
For some sample screenshots of the Database Wizard, see PreviewInteractionRequest Database Block.
About The Protocol Formats
For a list of formats to be used with the various PreviewInteraction protocol messages, see About the Preview Interaction Protocol.

PreviewInteractionRequest Database Block

The following figures show sample configuration screens from the database wizard for the PreviewInteractionRequest Database Block.

500

1. Select Customer Server

500

2. Configure the PreviewInteractionRequest Message

Database block 3.png

3. Assigning Values to the Results from Custom Server

Database block 4.png

4. Mapping KVPs to Variables

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This page was last modified on June 27, 2016, at 14:20.