Contents
Operational parameters for voice routing
For each parameter group, enter a description in the Description field.
Audio and Announcements
For instructions on setting these parameters, see Upload audio resources.
| Parameter | Values (default in bold) | Mandatory? | Description |
|---|---|---|---|
| Announcement-Closed | Closed Annc, any valid audio resource | Yes | Audio Resource played when the service is closed |
| Announcement-Auto attendant menu | Auto-attendant Menu 1, any valid audio resource | Yes | Audio Resource played when the auto attendant is enabled |
| Announcement-Emergency | Emergency Annc, any valid audio resource | Yes | Audio Resource played when Emergency declared is True |
| Announcement-Greeting 1 | Greeting 1, any valid audio resource | Yes | Audio Resource played when Greeting 1 is enabled |
| Announcement-Greeting 2 | Greeting 2, any valid audio resource | No | Audio Resource played after Greeting 1 when Greeting 2 is enabled |
| Announcement-Special day | Special Day Annc, any valid audio resource | Yes | Audio Resource played for a special day |
| Greetings activated | False, True | Yes | Activates the Greeting 1 and, if enabled, Greeting 2 announcements |
| Music File | Music In Queue, any valid audio resource | Yes | Audio Resource for music played while the caller is in the queue |
| Personality | Default Personality, other personality defined in GAX | Yes | The voice used in the announcements |
For instructions on setting these parameters, see Define auto-attendant menus.
| Parameter | Values (default in bold) | Mandatory? | Description |
|---|---|---|---|
| Auto attendant menu activated | False, True | Yes | Activates an auto-attendant menu (such as Press 1 for Sales) for this parameter group |
| Touch tone 0 | [none], target parameter group | No | Distribution or Inbound parameter group selected when the caller selects 0 |
| Touch tone 1 | [none], target parameter group | No | Distribution or Inbound parameter group selected when the caller selects 1 |
| Touch tone 2 | [none], target parameter group | No | Distribution or Inbound parameter group selected when the caller selects 2 |
| Touch tone 3 | [none], target parameter group | No | Distribution or Inbound parameter group selected when the caller selects 3 |
| Touch tone 4 | [none], target parameter group | No | Distribution or Inbound parameter group selected when the caller selects 4 |
| Touch tone 5 | [none], target parameter group | No | Distribution or Inbound parameter group selected when the caller selects 5 |
| Touch tone 6 | [none], target parameter group | No | Distribution or Inbound parameter group selected when the caller selects 6 |
| Touch tone 7 | [none], target parameter group | No | Distribution or Inbound parameter group selected when the caller selects 7 |
| Touch tone 8 | [none], target parameter group | No | Distribution or Inbound parameter group selected when the caller selects 8 |
| Touch tone 9 | [none], target parameter group | No | Distribution or Inbound parameter group selected when the caller selects 9 |
Business (reporting)
For instructions on setting these parameters, see Customize business attributes.
| Parameter | Values (default in bold) | Mandatory? | Description |
|---|---|---|---|
| Department | [none], an item from the Department custom list for the parameter group | No | A business organization used as a category in reporting |
| Flow | [none], an item from the Flow custom list for the parameter group | No | A business flow used as a category in reporting |
| Product | [none], an item from the Product custom list for the parameter group | No | A product or product group used as a category for reporting |
| Segment | [none], an item from the Segment custom list for the parameter group | No | A customer category used as a category for reporting |
| Service | [none], an item from the Service custom list for the parameter group | No | Business categories typically used as the top level of the auto-attendant menu choices |
| Target virtual queue | [none], a target virtual queue set in GA | No | A reporting entity set up in Genesys Administrator |
Contact center status
For instructions on setting these parameters, see Set open hours and special days.
| Parameter | Values (default in bold) | Mandatory? | Description |
|---|---|---|---|
| Emergency declared | False, True | Yes | Activates the emergency announcement, overriding any other announcement |
| Open Hours | From Monday to Friday, 0800-2000, closed Saturday and Sunday, value set for parameter group | Yes | Sets the hours that you are open and accepting calls; to specify open hours on specific dates, you must place the date above all day-of-week entries |
| Special day | December 25, January 1, any dates | No | A list of exceptions to the regular open hours, for a holiday or other reason. |
Distribution
For instructions on setting these parameters, see Set targets and target timeouts.
| Parameter | Values (default in bold) | Mandatory? | Description |
|---|---|---|---|
| Default distribution parameter group | [none], parameter group | No | The distribution parameter group that provides the default and overflow target for this parameter group; if you do not set this parameter, the call flow uses the originally defined list of targets and timeouts |
| Target 1 | [none], agent group | No | The first agent group to which the call is routed |
| Target 2 | [none], agent group | No | The second agent group to which the call is routed |
| Target 3 | [none], agent group | No | The third agent group to which the call is routed |
| Target 4 | [none], agent group | No | The fourth agent group to which the call is routed |
| Target 1 timeout | 300, integer between 0 and 99999 | No | The timeout, in seconds, after which the call is routed to the next target agent group |
| Target 2 timeout | 1, integer between 0 and 99999 | No | The timeout, in seconds, after which the call is routed to the next target agent group |
| Target 3 timeout | 1, integer between 0 and 99999 | No | The timeout, in seconds, after which the call is routed to the next target agent group |
| Target 4 timeout | 1, integer between 0 and 99999 | No | The timeout, in seconds, after which the call is routed to the next target agent group |
| Target overflow | [none], a standard telephone number, such as 8005551212 | No | The phone number to which a call is routed if the final Target timeout is exceeded or if no target agent group is specified. Important: you cannot use a routing point as this number. |
Priority tuning
For instructions on setting these parameters, see Tune priorities.
| Parameter | Values (default in bold) | Mandatory? | Description |
|---|---|---|---|
| Priority Increment | 0, integer between 0 and 99999 | No | Sets the number to add to the priority value each time the priority interval is exceeded |
| Priority Interval | 0, integer between 0 and 99999 | No | The time interval (in seconds) between priority increments |
| Priority Limit | 0, integer between 0 and 99999 | No | Sets the upper limit for priority increments; all calls at the maximum priority level receive equal treatment |
| Priority Start | 1, integer between 1 and 99999 | Yes | The initial priority assigned to each incoming call |
This page was last edited on July 15, 2014, at 15:32.
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