Query Services Block

Use this block to query the Universal Contact Server Database for a list of services associated with a particular Customer ID or, in case of unassociated services, the Contact Key. Composer stores the result in an application variable. You can query for:

• Active services
• Completed services
• Both active and completed services

Use Case

service/state history is primarily meant to support service personalization and resumption.   For example, a given application is using a state to record the fact that the system is waiting for the customer to fax in a signed authorization to complete a transaction.   When the customer calls into the IVR to verify some recent activities, the IVR application queries the service state history and is informed that a service is waiting on a fax to arrive.

Tip

If using Context Services 8.5, the database for service/state information is the Genesys Mobile Services database. If using Context Services 8.1, the database for service/state information is the Universal Contact Server database. For more information, see General Guidelines for Context Services Preferences.

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The Query Services block has the following properties: Note! The behavior of some properties can 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.

Service Elements Property

Use this property to indicate whether information on completed service elements/tasks should be included in the returned results.

1. Click under Value to display the button.
2. Click the button to open a dialog box.
3. Check one or more of the following:
   • Active Services
   • Completed Services
   • Active Tasks
   • Completed Tasks

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.

Service Data Property

Click the down arrow and select a variable to contain the output data for matching services. The output of the Query Service block will be in JSON format. You will need to use the Assign block and EMCAScript in Expression Builder to parse the JSON. Below is an example of a small ECMAScript that will take the output of the Query Service block, which has been put into an application variable "QueryServices," and retrieves the service_id for the customer, if it any active services exist. It puts that service_id value into a workflow application variable called "serviceid". if (QueryServices.length > 0) { serviceid = QueryServices[0].service_id; } else { serviceid = 'new service'; } Note: You can also do the same things with Composer's Variables Mapping feature. It is easier (and it saves an ECMAScript block) to simply use the Variables Mapping property to map "service_id" to the application variable "serviceid".

Variables Mapping Property

Use this property to map the JSON data returned by this block to variables. See the Variables Mapping topic for details.

Identifier Property

Use this property to identify the customer. Choose the Customer ID (for associated services) or the Contact Key (for unassociated services).

1. Click under Value to display the button.
2. Click the button to open the Identifier dialog box.
3. Select one of the following buttons:

• Customer Identifier (for associated services).
• Contact Key (for anonymous services)

1. Click the down arrow opposite Type and select the source:

• Literal. Then enter the attribute, such as CustomerID.
• Variable. Then select the variable that contains the Contact Key or Customer ID.

Service Status Property

Use this property to choose the Composer method to call.

1. Click under Value to display the button.
2. Click the button to open the Service Status Selection dialog box.
3. Opposite Type, select one of the following:

• Variable. Then click the Value down arrow and select a variable with a value of "Completed", "Active", or "All".
• Literal. Then select one of the following:Completed', Active, 'All

Service Type Property

Find this property's details under Common Properties Context Services.

Service Completed After Property

Use this property to filter for services completed on or after the given date/time.

1. Click under Value to display the button.
2. Click the button to open the Service Completed After dialog box.
3. Click the down arrow opposite Type and select one of the following:

• Literal. Click arrows to select the Date and Time or manually enter.
• Variable. Select the variable whose value must be formatted with the ISO 8601 UTC pattern YYYY-MM-DDTHH:mm:ss.SSSZ (for example: 2010-03-15T11:33:48.000Z).

Also see the Time Zone Preferences topic.

Service Completed Before Property

Use this property to filter for services completed prior to the given date/time.  If using a variable for this property, the variable value must follow the ISO 8601 UTC pattern:  [YYYY]-[MM]-[DD]T[HH]:[mm]:[ss].[SSS]Z.

1. Click under Value to display the button.
2. Click the button to open the Service Completed Before dialog box.
3. Click the down arrow opposite Type and select one of the following:

• Literal. Click arrows to select the Date and Time or manually enter.
• Variable. Select the variable whose value must be formatted with the ISO 8601 UTC pattern YYYY-MM-DDTHH:mm:ss.SSSZ (for example: 2010-03-15T11:33:48.000Z).

Also see the Time Zone Preferences topic.

Service Started After Property

Use this property to filter for services started on or after the given date/time.

1. Click under Value to display the button.
2. Click the button to open the Service Started After dialog box.
3. Click the down arrow opposite Type and select one of the following:

• Literal. Click arrows to select the Date and Time or manually enter.
• Variable. Select the variable whose value must be formatted with the ISO 8601 UTC pattern YYYY-MM-DDTHH:mm:ss.SSSZ (for example: 2010-03-15T11:33:48.000Z).

Also see the Time Zone Preferences topic.

Service Started Before Property

Use this property to filter for services started prior to the given date/time.

1. Click under Value to display the button.
2. Click the button to open the Service Started Before dialog box.
3. Click the down arrow opposite Type and select one of the following:

• Literal. Click arrows to select the Date and Time or manually enter.
• Variable. Select the variable whose value must be formatted with the ISO 8601 UTC pattern YYYY-MM-DDTHH:mm:ss.SSSZ (for example: 2010-03-15T11:33:48.000Z).

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.