Configuring the ORS-based Services

Now that the basic scenarios are working, let's get started with the ORS-based advanced scenarios.

Prerequisites

You must have completed the following:

1. Configured the dependencies.
2. Configured the Builtin services.
3. Tested the Builtin services.

Step 1: GMS Service – Samples

Why:

This service is responsible for receiving the GMS request from the sample application.

How:

GMS Service Management UI > Services > Configured Services

Procedure:

1. Click Add Service
2. Set Configure Service = callback
3. Set Service Name = samples.
4. Set Common Default Configuration = samples
5. Click Save.
6. Set _target = <routetarget> Example: Customer_Service@Stat_Server.GA
7. Set _urs_virtual_queue = GMS_VQ_SIP_Switch
8. Set _route_point = 8999
9. Set service property _chat_endpoint = Environment:gms_ors (or Resources:gms_ors if single tenant).

Step 2: Inbound SCXML Service - Voice

Why:

This inbound service matches the voice call with an existing GMS service. If a matching service is found, it moves the interaction to the GMS service (ORS session), which attaches the GMS User Data, and routes the call to the agent.

How:

• Configuration Manager > Switches > SIP_Switch
• Configuration Manager > Scripts

Procedure:

1. Create a route point associated with the access number configured in the procedure Resource Group Add Access Number.
2. Set Annex > Orchestration section > application = script:GMSInbound.Voice.GMSMatchORS.
3. Create an enhanced routing script GMSInbound.Voice.GMSMatchORS.
4. Set Annex > Application section > url = http://<gmshost:gmsport>/genesys/1/document/service_template/callback/src-gen/IPD_Voice_GMSMatch.scxml
5. Set Annex > ApplicationParms/app_find_agent_timeout = 30
6. Set Annex > ApplicationParms/app_match_gms_builtin = false
7. Set Annex > ApplicationParms/app_no_match_target = <target> (Example: All_Standard_Agents@Stat_Server.GA)
8. Set Annex > ApplicationParms/app_require_access_code = false
9. Set Annex > ApplicationParms/app_require_ani = true
10. Set Annex > ApplicationParms/app_treatment_waiting_for_agent = <blank> (A blank value will force the service to use a packaged music file.)

Step 3: Inbound SCXML Service - Chat

Why:

This inbound service attaches the GMS user data to the interaction, and routes the interaction to the agent.

How:

• Configuration Manager > Chat Server
• Configuration Manager > Scripts

Procedure:

1. Go to Configuration Manager > Chat Server.
2. Create an end point that was specified in the procedure GMS Service Create Service request chat (sub-step 6):
   • gms_ors = GMSInbound.Chat.QueueORS
3. Go to Configuration Manager > Scripts.
4. Create interaction queue that you just specified, above.
   • Name: GMSInbound.Chat.QueueORS
   • Set Annex > Orchestration/application = script:GMSInbound.Chat.QueueORS.Routing
5. Create an interaction queue view.
   • Name: GMSInbound.Chat.QueueORS.View 1
   • Set Annex > View/Queue = GMSInbound.Chat.QueueORS
6. Create an Enhanced Routing Object that you just specified, above.
   • Name: GMSInbound.Chat.QueueORS.Routing
   • Set Annex > Application/url = http://<gms_host>:<gms_port>/genesys/1/document/service_template/callback/src-gen/IPD_Chat_QueueORS.scxml
   • Set Annex > ApplicationParms/app_find_agent_timeout = 30
   • Set Annex > ApplicationParms/app_match_gms_builtin = false
   • Set Annex > ApplicationParms/app_no_match_target = <target> (Example: All_Standard_Agents@Stat_Server.GA)

Next Steps

Test the ORS-based Services