Enter State Block
Contents
- 1 Enter State Block
- 1.1 Service State Definition
- 1.2 Name Property
- 1.3 Block Notes Property
- 1.4 Extensions Property
- 1.5 Exceptions Property
- 1.6 Condition Property
- 1.7 Logging Details Property
- 1.8 Log Level Property
- 1.9 Enable Status Property
- 1.10 State ID Property
- 1.11 Application ID Property
- 1.12 Application Type Property
- 1.13 Estimated Duration Property
- 1.14 Media Type Property
- 1.15 Resource ID Property
- 1.16 Resource Type Property
- 1.17 Use Server Timestamp Property
- 1.18 Service ID Property
- 1.19 Previous State ID Property
- 1.20 State Type Property
- 1.21 ORS Extensions Property
Use the Enter State block to mark the entry of the application into a specified state in the context of a service.
Service State Definition
Throughout their lifecycle, business services to customers proceed through a series of well-defined states (see list below). In order to personalize and properly orchestrate a service to a customer, Universal Contact Server must record when each of these predefined states is entered. For example, a company might have the following service states:
- Customer identification
- Service identification
- Assign service agent
- Waiting for service agent
- Offering another service while waiting for agent
- Offering callback
- Callback pending
- Delivering service
- Waiting for customer input
- Offering another service while delivering service
To implement these states you could create a State Business Attribute and map the above State.types to it. The list of Business Attribute values will then be available from the State Type property of this block. Note: The exact sequence of states depends entirely on the way in which the customer service application (such as an IVR or Agent Desktop application) is written.
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The Enter State block has the following properties. The behavior of some properties will vary depending on whether you are in offline or online mode.
Name Property
Find this property's details under Common Properties for Callflow Blocks or Common Properties for Workflow Blocks.
Block Notes Property
Find this property's details under Common Properties for Callflow Blocks or Common Properties for Workflow Blocks.
Extensions Property
Find this property's details under Common Properties Context Services.
Exceptions Property
Find this property's details under Common Properties for Callflow Blocks or Common Properties for Workflow Blocks. You can also define custom events.
Condition Property
Find this property's details under Common Properties.
Logging Details Property
Find this property's details under Common Properties.
Log Level Property
Find this property's details under Common Properties.
Enable Status Property
Find this property's details under Common Properties.
State ID Property
Find this property's details under Common Properties Context Services.
Application ID Property
Find this property's details under Common Properties Context Services.
Application Type Property
Find this property's details under Common Properties Context Services.
Estimated Duration Property
Find this property's details under Common Properties Context Services.
Media Type Property
Find this property's details under Common Properties Context Services.
Resource ID Property
Find this property's details under Common Properties Context Services.
Resource Type Property
Find this property's details under Common Properties Context Services.
Use Server Timestamp Property
Find this property's details under Common Properties Context Services.
Service ID Property
Find this property's details under Common Properties Context Services.
Previous State ID Property
Use this property to specify the ID of the state that came before this one.
- Click under Value to display the button.
- Click the button to open the Previous State ID dialog box.
- Select Literal or Variable from the Type dropdown menu.
- If you select Literal, enter the Previous State ID associated with the service.
- If you select Variable, select a variable that contains this information.
State Type Property
Use this property to filter for specific service state types.
- Click under Value to display the button.
- Click the button to open the State Type Selection dialog box.
- Select one of the following from the Type dropdown menu:
- Context Services. Select the State Type identifier for Value. If Context Services attributes have been mapped to Configuration Server Business Attributes, you can select a State Type DB ID.
- Literal. Enter the State Type ID.
- Variable. Select the variable that contains the State Type ID.
ORS Extensions Property
Starting with 8.1.4, Composer blocks used to build routing applications (with the exception of the Disconnect and EndParallel blocks) add a new ORS Extensions property.