Contents
User Terminated Immediate
Overview
This Callback scenario is an outbound voice service that goes through the following stages:
Start Callback
- Callback service: Returns a message to expect a call, immediately 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: Plays treatment until target is available.
- Callback service: Reserves target to route call.
- Callback service: Routes the call to the target.
- Callback service terminates.
Configuration Options
The table below lists the key options applicable to this scenario.
Use the GMS Service Management UI to set the configuration options. On the Services > Configured Services tab, add a Callback service with User-Terminated-Immediate as the Common Default Configuration (see Adding a Service). When you add this service and default configuration, many options are automatically populated with the appropriate default values. Some options, however, will require you to enter your own values. See the Comments column in the following table for these details.
Category | Option | Value | Comment |
---|---|---|---|
General | _call_direction | USERTERMINATED | These are the default values, which are automatically populated when using the pre-defined User-Terminated-Immediate service. You do not need to change these values. |
_media_type | voice | ||
_wait_for_agent | false | ||
_wait_for_user_confirm | false | ||
URS Queuing | _target | <string> | You must enter a string value for this option. This option is the routing target that specifies the agent/queue resource that should process this request. Format the string according to the URS target specification. For example:
See the Universal Routing Server (URS) documentation for additional information about URS targets. |
_urs_server_url | http://<urs primary hostname:port> | You must enter the URL for your primary Universal Routing Server (URS). | |
_urs_virtual_queue | <virtual queue to be used by strategy> | You must enter the virtual queue to which the service request will be added. | |
_urs_prioritization_strategy | WaitForTarget | The default value shown here matches the name of the URS strategy that you imported into IRD. If you changed the name of the strategy, update this value to reflect the correct name. | |
_urs_strategy_update_sub_routine | SetRouteDelay | The default value shown here matches the name of the URS subroutine that you imported into IRD. If you changed the name of the subroutine, update this value to reflect the correct name. | |
Voice-User Terminated | _prefix_dial_out | 9 | The options shown here are applicable for this scenario. You can use the default values, or you can set your own values. For the route point option, you must select a value from the drop down list. |
_route_point | <value> | ||
_userterminated_first_connect_party | CUSTOMER | ||
Voice Treatment | _treatment_call_failure_answering_machine | GMSApplications/<treatmentfile> | Enter the value shown here if you are using Genesys Media Server. If you are using a different media server, enter the path where you have placed your voice treatment files. |
_treatment_find_agent_fail | GMSApplications/<treatmentfile> | ||
_treatment_waiting_for_agent | GMSApplications/<treatmentfile> |
Sample Request and Response Sequence
Create outbound immediate service
Request URL:http://localhost:8080/genesys/1/service/callback/voice-userterm-immediate 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:660 Content-Type:multipart/form-data; boundary=----WebKitFormBoundaryIWtKHpA86nG3FsWy Cookie:JSESSIONID=4xjf734hb3pcnh5wd515j6f4; 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 ------WebKitFormBoundaryIWtKHpA86nG3FsWy Content-Disposition: form-data; name="_customer_number" 916504661232 ------WebKitFormBoundaryIWtKHpA86nG3FsWy Content-Disposition: form-data; name="usr_customer_name" Bob Markel ------WebKitFormBoundaryIWtKHpA86nG3FsWy Content-Disposition: form-data; name="usr_reason" billing question ------WebKitFormBoundaryIWtKHpA86nG3FsWy Content-Disposition: form-data; name="_device_notification_id" b16416334828b1d26ef14f329628b55b5a8c631d8928a371a5584722dd7fb673 ------WebKitFormBoundaryIWtKHpA86nG3FsWy Content-Disposition: form-data; name="_device_os" iOS ------WebKitFormBoundaryIWtKHpA86nG3FsWy-- Response Headersview source Cache-Control:no-cache Cache-Control:no-store Content-Type:application/json;charset=UTF-8 Content-Type:application/json;charset=UTF-8 Date:Tue, 30 Jul 2013 07:02:36 GMT Expires:Thu, 01 Jan 1970 00:00:00 GMT Pragma:no-cache Server:Jetty(7.6.0.v20120127) Set-Cookie:JSESSIONID=4ieeqn8sa8ni1o2u2nd1br8a4;Path=/genesys Transfer-Encoding:chunked Response Body: { "_dialog_id": "0", "_action": "ConfirmationDialog", "_text": "You will receive the call shortly", "_ok_title": "Ok", "_id": "369-f5d50ce1-488e-4db1-a472-8c1560b621b6" }
Sequence Diagram
Click on the diagram to access full resolution.