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Configuring voice routing

Initial configuration of the voice routing application depends on the needs of the customer. In many cases, the defaults supplied in the solution definition will be sufficient.

You can adjust voice routing parameters in either of two ways:

  • To set new default values to be used in all new parameter groups that use the parameter, open Genesys Administrator Extension, navigate to Operations > Parameters, and adjust values as desired. Do not change Key Names.
  • To set a new value that applies only to a specific parameter group, open Genesys Administrator Extension, navigate to Operations > Parameter groups, and adjust values as desired.

<multistep> Define auto-attendant menus=

You can use parameter groups to build multiple sets of up to three cascading auto-attendant menus. Keep in mind that you must record corresponding Auto attendant menu announcements for each set you build.

To create a single set of three cascading menus:

1. Plan your menu set, because it is most efficient to begin by creating the third tier and its touch-tone selections, then the second tier, then the first. Your plan will look something like the following (the parameter group type is in parentheses): 

 8000 (Inbound)
  1: Customer Service (Distribution)
     1: Wondrous Product Line (Distribution)
     2: Stupendous Product Line (Distribution)
  2: Sales (Distribution)
     1: North America (Distribution)
     2: EMEA (Distribution)
  3: Technical Support at routing point 6001 (Inbound)
     1: Printers (Distribution)
     2: Monitors (Distribution)
     3: Mice (Distribution)

A customer having difficulty with their mouse calls the number that corresponds to routing point 8000, then presses 3 for Technical Support and 3 again for Mice. In this example, you create 11 parameter groups: 2 Inbound and 9 Distribution.

2. Deploy the third-tier parameter groups (in the example, Wondrous Product Line, Mice, and the other 5). See below for help in setting the individual parameters.

3. Deploy the second-tier parameter groups. Add the third-tier groups as values for the Touch tone parameters. In the example, you deploy the Sales parameter group, then assign the North America group to Touch tone 1, and EMEA to Touch tone 2.

Important
When you create an Inbound parameter group, the name of the parameter group must be the same as the routing point that you want to handle these incoming calls (in the example, the Technical Support group must be named 6001).

4. Deploy a parameter group based on the Inbound parameter group template. Add the second-tier groups as values for the Touch tone parameters. In the example, you deploy the 8000 parameter group, then assign the Customer Service group to Touch tone 1, Sales to Touch tone 2, and 6001 to Touch tone 3. |-| Upload audio resources=

Note: To use Internet Explorer 10 to access Genesys Administrator Extension or Genesys Administrator, you must add the following to the IE Trusted Sites:

  • http://your UI VM domain
  • about:blank

In GAX, for each audio resource, upload the corresponding audio (WAV) files:

Resource name Description
Announcement-Auto attendant menu Played when the auto attendant is enabled
Announcement-Closed Played when the service is closed
Announcement-Emergency Played when Emergency declared is activated
Announcement-Greeting 1 Played when Greeting 1 is enabled
Announcement-Greeting 2 Played after Greeting 1 when Greeting 2 is enabled
Announcement-Special day Played for a Special day
Music File Music played while the caller is in the queue

|-| Customize business attributes=

Your customer might require different Disposition Codes, which are the codes agents can select to specify the outcome of an interaction. The default disposition codes are:

  • Cross Sell
  • Not Right Skill
  • Terminated
  • Transferred
  • Up Sell

To modify these samples or create your own codes, in Genesys Administrator, navigate to Provisioning > Routing > eServices > Business Attributes, and open the existing Disposition Code Business Attribute.

Your customer might also require different reporting categories. The five default business parameters (Service, Segment, Product, Department, and Flow) represent reporting categories and are completely customizable to your business model. You can assign different combinations of these parameters to each of your Inbound and Distribution parameter groups, to distinguish them in reporting and enable you to identify the unique properties of the parameter group. |-| Set open hours and special days=

The parameter Open hours sets the standard hours that your office is open during the week. Use the Special day parameter to set:

  • The dates or days of the week on which your office is closed for the entire day.
  • The dates or days of the week on which your office is closed for only part of the day. In these cases, you use the Time Ranges field in GAX to set the hours that you will be open on that date.

Specific dates set in Open hours are treated as special days. Hours set for the same date in Special day override those set in Open hours; for example, if Open hours specifies that you are open from 9AM to noon on December 31, and Special day sets the hours of 11AM-2PM for the same date, callers who call at 10AM on that date hear the Closed announcement. Similarly, in both parameters, date patterns higher in the list take precedence over those lower in the list.

5. Set targets and target timeouts.

Assign at least one target agent group for each parameter group. Change the timeout for each group as needed (default is 300 seconds, or 5 minutes). You should also assign a Target overflow, which serves as the "last resort" number to which a call is transferred when none of the other target agent groups answers within their timeout.

6. Tune priorities.

You can adjust the priority of calls using the four priority tuning options. Over time, unanswered calls receive higher and higher priority, ensuring that calls do not remain in the queue for excessive lengths of time.

  • Priority start sets the initial call priority; you typically have little reason to change the default of 1.
  • Priority interval sets the number of seconds between priority increments. If you set the priority interval to 60 seconds, for example, and the priority increment is 1, then after 5 minutes of wait time, the call would have a priority level of 6, pushing it ahead of calls with priority values of 1-5.
  • Priority Increment sets the number to add to the priority value each time the priority interval is exceeded. As the priority levels are relative, a setting of 1 typically works.
  • Priority limit sets the upper limit for priority increments; all calls at the maximum priority level receive equal treatment.

|-| Verify call routing=

To verify that Business Edition Premise is correctly receiving and routing calls, make a test call to an agent:

  1. Ensure that you have:
    • A soft phone such as SJPhone
    • A sound-enabled Windows PC that can connect to the Core server
  2. In GA, set the SIPS TServer option enable-unknown-gateway to true. Important: After completing the verification process, restore the value to false.
  3. In GA, ensure that the user TestAgent belongs to the agent group AG_Voice_Sample.
  4. In GAX, for parameter group 6000, ensure that:
    • Greetings activated is True.
    • Target 1 is AG_Voice_Sample.
    • Open Hours includes the current time (or the call will not route to the agent).
  5. Install the Interaction Workspace (IWS) client by navigating to http://UI VM name or IP address/InteractionWorkspace/publish.htm and selecting Install or Launch.
  6. Open IWS and log in using these credentials:
    • User name: TestAgent
    • Password: (none)
    • Place: Place_1000
    • Queue: 1004@SIP_Switch
    Ensure that the agent can log in and set their status to ready.
  7. Open a soft phone as any user. For Domain, enter the FQDN of the SIP Server. Uncheck Register with domain.
  8. Dial 6000. If the installation was successful, the call appears in IWS.

|-| Verify call reporting= To verify reporting, run a report in Interactive Insights (GI2):

  1. In a browser, log into GI2 at http://UI VM name or IP address:9080/CmcApp/logon.faces
    • User: administrator
    • Password: G3n35y5
  2. Go to Folders > Interactive Insights > 8.1.1 > Agents.
  3. Run the report Agent Group Interaction Handling Report.
  4. In the report list, click Refresh until status = success.
  5. Open the report and click Instance Time. If the installation was successful, the call appears in the report.
  6. In GA, reset the TServer option enable-unknown-gateway to false.
This page was last edited on July 15, 2014, at 15:32.
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