User Terminated Scheduled Scenarios

Overview

This page describes two Callback scenarios:

• User Terminated Scheduled, also known as User Terminated at Desired Time.
• User Terminated Delayed Scheduled, also known as User Terminated Delayed at Desired Time.

The _wait_for_agent option selects between Delayed (_wait_for_agent=true) and Not Delayed (_wait_for_agent=false). The scenarios go through the following stages:

Find Available Slot

• Mobile device: Request for availability at the desired time.
• Availability API: Provides available time slots during the open business hours encompassing the desired time.
• Mobile device: Starts Callback with user selected available time slot.

Start Callback

Start Callback Not Delayed _wait_for_agent = false

Start Callback Delayed _wait_for_agent = true

Callback service: Returns session id to the user. Callback service: Starts execution at a time determined by the scheduled time minus the current EWT Callback service: Initiates the outbound call after execution starts.

Callback service: Returns session id to the user. Callback service: Starts execution at a time determined by the scheduled time minus the current EWT Callback service: Waits for an agent to be available. Callback service: When an agent is available, notifies mobile device that agent is available. Confirm user's availability and Connect Callback service: Returns a message to expect a call, to the mobile device. Callback service: Calls the mobile device. Mobile device: Accepts the call. Callback service: Identifies that a human has answered the call. Callback service: Reserves target to route call. Callback service: Routes the call to the target. Callback service terminates.

Create your Scenario

In the Service Management UI, select Callback and Mobile Engagement"' and in the Configured Services tab, add a Callback service with User-Terminated (Immediate or Delayed) as the Common Default Configuration (see Adding a Service for details).

Enter a service name. This is the callback execution name of your service that will be used in URLs to access this service. For example, if you set this name to user-scheduled, your service URL will be:
http://host:port/genesys/1/service/callback/user-scheduled

Configuration

When you add a service and default configuration, many options are automatically populated with the appropriate default values. Refer to the User Terminated Delayed and the User Terminated Immediate scenarios for further details. You will also need to create and configure an Office Hours service that you will use to configure the _business_hours_service option in your callback scenario: No results

The _wait_for_agent option selects between Delayed (_wait_for_agent=true) and not Delayed (_wait_for_agent=false). If you choose a User Terminated Delayed scenario, the outbound call will not occur until an agent is available.

• User Terminated Scheduled scenario:
  1. Start the callback service at the scheduled time minus the current EWT defined for the _target.
  2. The outbound call occurs immediately after starting the service.
• User Terminated Delayed Scheduled
  1. Start the callback service at the scheduled time minus the current EWT defined for the _target.
  2. Wait for the time dial notification from URS before making the outbound call.

User Terminated Scheduled scenarios might create a longer delay between the time of the outbound call and being connected to an agent if the EWT is not accurate.

Sample Request and Response Sequence

Get timeslots

Request URL:http://192.168.184.128:8080/genesys/1/service/callback/user-scheduled/availability?timestamp=2014-07-30T14:00:00.000Z&_=1406647599350
Request Method:GET
Status Code:200 OK
Request Headersview source
Accept:application/json, text/javascript, */*; q=0.01
Accept-Encoding:gzip,deflate,sdch
Accept-Language:en-US,en;q=0.8
Cache-Control:no-cache
Connection:keep-alive
Cookie:JSESSIONID=1mmvrc06utu9l1s9azezm677ns; BAYEUX_BROWSER=db7a1s13ad7b0xvghy78iy6y17cq
Host:192.168.184.128:8080
Pragma:no-cache
Referer:http://192.168.184.128:8080/genesys/admin/js/sample/cb/index.html
User-Agent:Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/31.0.1650.57 Safari/537.36
Query String Parametersview sourceview URL encoded
timestamp:2014-07-30T14:00:00.000Z
_:1406647599350
Response Headersview source
Cache-Control:no-cache
Cache-Control:no-store
Content-Type:application/json;charset=UTF-8
Date:Wed, 30 Jul 2014 14:36:01 GMT
Pragma:no-cache
Transfer-Encoding:chunked

Response Body:
{
    "2014-07-30T06:00:00.000Z": 100,
    "2014-07-30T07:00:00.000Z": 100,
    "2014-07-30T08:00:00.000Z": 100,
    "2014-07-30T09:00:00.000Z": 100,
    "2014-07-30T10:00:00.000Z": 100,
    "2014-07-30T11:00:00.000Z": 100,
    "2014-07-30T12:00:00.000Z": 100,
}

Create outbound scheduled delay service

Request URL:http://192.168.184.128:8080/genesys/1/service/callback/user-scheduled
Request Method:POST
Status Code:200 OK
Request Headersview source
Accept:application/json, text/javascript, */*; q=0.01
Accept-Encoding:gzip,deflate,sdch
Accept-Language:en-US,en;q=0.8
Cache-Control:no-cache
Connection:keep-alive
Content-Length:915
Content-Type:multipart/form-data;boundary=AaB03x;charset=UTF-8
Cookie:JSESSIONID=1mmvrc06utu9l1s9azezm677ns; BAYEUX_BROWSER=db7a1s13ad7b0xvghy78iy6y17cq
gms_user:jdoe_desktop
Host:192.168.184.128:8080
Origin:http://192.168.184.128:8080
Pragma:no-cache
Referer:http://192.168.184.128:8080/genesys/admin/js/sample/cb/index.html
User-Agent:Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/31.0.1650.57 Safari/537.36
Request Payload
--AaB03x
Content-Disposition: form-data; name="first_name"

John
--AaB03x
Content-Disposition: form-data; name="last_name"

Doe
--AaB03x
Content-Disposition: form-data; name="_provide_code"

false
--AaB03x
Content-Disposition: form-data; name="_desired_time"

2014-07-30T15:00:00.000Z
--AaB03x
Content-Disposition: form-data; name="_customer_number"

5115
--AaB03x
Content-Disposition: form-data; name="location_lat"

37.8197
--AaB03x
Content-Disposition: form-data; name="location_long"

-122.4786
--AaB03x
Content-Disposition: form-data; name="_device_os"

comet
--AaB03x
Content-Disposition: form-data; name="_call_direction"

USERTERMINATED
--AaB03x
Content-Disposition: form-data; name="_wait_for_agent"

true
--AaB03x
Content-Disposition: form-data; name="_wait_for_user_confirm"

true
--AaB03x
Content-Disposition: form-data; name="_media_type"

voice
--AaB03x
Response Headersview source
Access-Control-Allow-Credentials:true
Access-Control-Allow-Origin:http://192.168.184.128:8080
Access-Control-Expose-Headers:
Cache-Control:no-cache
Cache-Control:no-store
Content-Type:application/json;charset=UTF-8
Date:Wed, 30 Jul 2014 14:36:16 GMT
Pragma:no-cache
Transfer-Encoding:chunked

Response Body:
{"_id":"440-96984577-a614-4f18-b80e-aaf91e78b178"}

Push notification data:
{
    "_dialog_id": "0",
    "_action": "ConfirmationDialog",
    "_text": "You will receive the call shortly",
    "_ok_title": "Ok",
    "_id":"440-96984577-a614-4f18-b80e-aaf91e78b178"
}

Connect (user confirmation)

Request URL:http://localhost:8080/genesys/1/service/440-96984577-a614-4f18-b80e-aaf91e78b178/connect
Request Method:POST
Status Code:200 OK
Request Headersview source
Accept:*/*
Accept-Encoding:gzip,deflate,sdch
Accept-Language:en-US,en;q=0.8
Connection:keep-alive
Content-Length:44
Content-Type:multipart/form-data; boundary=----WebKitFormBoundaryNY84ld7wm7oHB9fp
Cookie:JSESSIONID=1b81btxjbrb1wybz5a93i24io; BAYEUX_BROWSER=86721orubxagcqhw0hj14cpyaqk2
gms_user:b16416334828b1d26ef14f329628b55b5a8c631d8928a371a5584722dd7fb673
Host:localhost:8080
Origin:http://localhost:8080
Referer:http://localhost:8080/gmstester/chat.html
User-Agent:Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/27.0.1453.110 Safari/537.36
Request Payload
------WebKitFormBoundaryNY84ld7wm7oHB9fp--
Response Headersview source
Cache-Control:no-cache
Cache-Control:no-store
Content-Length:26
Content-Type:application/json;charset=UTF-8
Content-Type:application/json;charset=UTF-8
Date:Tue, 30 Jul 2013 07:04:35 GMT
Expires:Thu, 01 Jan 1970 00:00:00 GMT
Pragma:no-cache
Set-Cookie:JSESSIONID=mjjvtphwb8lpce7io23ggxcu;Path=/genesys

Response Body:
{
    "_dialog_id": "0",
    "_action": "ConfirmationDialog",
    "_text": "You will receive the call shortly",
    "_ok_title": "Ok",
    "_id": "440-96984577-a614-4f18-b80e-aaf91e78b178"
}

Sequence Diagram

Click on the diagram to access full resolution.