Attached Data Specification File
This appendix presents the XML schema definition for processing key-value pairs (KVPs) from the attached data that T-Server or, if applicable, Interaction Server provides with TEvents. If you require ICON to store attached data in IDB, create an attached data specification for ICON to use, based on the information in this appendix.
Schema Definition
The following is the XML schema definition for your attached data specification.
<?xml version="1.0" encoding="UTF-8" ?> <xsd:schema targetNamespace="http://www.genesyslab.com/standards/icon/ed1" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:icon="http://www.genesyslab.com/standards/icon/ed1" elementFormDefault="qualified" attributeFormDefault="unqualified"> <xsd:annotation> <xsd:documentation>Attached data configuration specification</xsd:documentation> </xsd:annotation> <xsd:simpleType name="AdataHistoryType"> <xsd:restriction base="xsd:string"> <xsd:enumeration value="none" /> <xsd:enumeration value="first" /> <xsd:enumeration value="last" /> <xsd:enumeration value="all" /> </xsd:restriction> </xsd:simpleType> <xsd:simpleType name="AdataCallHistoryType"> <xsd:restriction base="xsd:string"> <xsd:enumeration value="first" /> <xsd:enumeration value="last" /> </xsd:restriction> </xsd:simpleType> <xsd:simpleType name="AdataCallFieldType"> <xsd:restriction base="xsd:string"> <xsd:enumeration value="customer-segment" /> <xsd:enumeration value="service-type" /> <xsd:enumeration value="service-subtype" /> <xsd:enumeration value="busines-result" /> <xsd:enumeration value="customer-id" /> <xsd:enumeration value="transaction-id" /> <xsd:enumeration value="cause-id" /> <xsd:enumeration value="account-id" /> <xsd:enumeration value="destination-id" /> <xsd:enumeration value="target-id" /> </xsd:restriction> </xsd:simpleType> <xsd:simpleType name="AdataCallCustFieldType"> <xsd:restriction base="xsd:string"> <xsd:enumeration value="cust-data-1" /> <xsd:enumeration value="cust-data-2" /> <xsd:enumeration value="cust-data-3" /> <xsd:enumeration value="cust-data-4" /> <xsd:enumeration value="cust-data-5" /> <xsd:enumeration value="cust-data-6" /> <xsd:enumeration value="cust-data-7" /> <xsd:enumeration value="cust-data-8" /> <xsd:enumeration value="cust-data-8" /> <xsd:enumeration value="cust-data-10" /> <xsd:enumeration value="cust-data-11" /> <xsd:enumeration value="cust-data-12" /> <xsd:enumeration value="cust-data-13" /> <xsd:enumeration value="cust-data-14" /> <xsd:enumeration value="cust-data-15" /> <xsd:enumeration value="cust-data-16" /> <xsd:enumeration value="cust-data-17" /> <xsd:enumeration value="cust-data-18" /> <xsd:enumeration value="cust-data-19" /> </xsd:restriction> </xsd:simpleType> <xsd:complexType name="AdataHistoryRecord"> <xsd:attribute name="name" type="xsd:string" /> <xsd:attribute name="source" type="icon:AdataSource" /> <xsd:attribute name="history" type="icon:AdataHistoryType" /> </xsd:complexType> <xsd:complexType name="AdataCallRecord"> <xsd:attribute name="name" type="xsd:string" /> <xsd:attribute name="source" type="icon:AdataSource" /> <xsd:attribute name="history" type="icon:AdataCallHistoryType" /> <xsd:attribute name="field" type="icon:AdataCallFieldType" /> </xsd:complexType> <xsd:complexType name="AdataCallCustRecord"> <xsd:attribute name="name" type="xsd:string" /> <xsd:attribute name="source" type="icon:AdataSource" /> <xsd:attribute name="history" type="icon:AdataCallHistoryType" /> <xsd:attribute name="field" type="icon:AdataCallCustFieldType" /> </xsd:complexType> <xsd:element name="adata_spec"> <xsd:complexType> <xsd:sequence> <xsd:element name="public" type="icon:AdataHistoryRecord" /> <xsd:element name="secure" type="icon:AdataHistoryRecord" /> <xsd:element name="call" type="icon:AdataCallRecord" /> <xsd:element name="call-cust" type="icon:AdataCallCustRecord" /> <xsd:element name="call-cust1" type="icon:AdataCallCustRecord" /> <xsd:element name="call-cust2" type="icon:AdataCallCustRecord" /> </xsd:sequence> </xsd:complexType> </xsd:element> </xsd:schema>
Sample Basic Attached Data Specification
The following is an example of a basic adata_spec.xml file for voice and multimedia interactions. A similar sample file, ccon_adata_spec_example.xml, is available in your ICON installation folder after you install the application. Attached data that you specify in the <public> and <secure> storage type sections of the specification file applies to all interactions. Attached data that you specify in the <call> and <call-cust> sections applies to voice calls only. For additional modifications to capture multimedia-specific attached data, see “Sample Specification for Multimedia Attached Data” on page 189. This sample includes examples of keys in a nested key-value list (in this case, attached data from Universal Routing Server [URS]). For more information about specifying URS attached data, see “Universal Routing Server Attached Data” on page 76.
<?xml version="1.0" encoding="utf-8" ?> <adata_spec> <public> <key name = "u_key1" source="userdata" history ="first"/> <key name="u_key2" source="userdata" history="all" /> <key name="r_key1" source="reasons" history="last" /> <key name="RTargetAgentSelected" source="userdata" history="first" /> <key name="RTargetUsed/RTargetName" source="userdata" history="first" /> <key name="RTargetUsed/RTargetType" source="userdata" history="first" /> </public> <secure> <key name="RTenant" source="userdata" history="first" /> </secure> <call> <key name = "customer-segment" source="userdata" history ="first" field="customer-segment"/> <key name = "svc_class_cd" source="userdata" history ="first" field="service-type"/> <key name = "CCTP_CALLTYPE" source="userdata" history ="first" field="service-subtype"/> <key name = "cid" source="userdata" history ="first" field="customer-id"/> <key name = "transact_tn_final" source="userdata" history ="first" field="transaction-id"/> </call> <call-cust> <key name = "STATE" source="userdata" history ="last" field="cust-data-1"/> </call-cust> <call-cust1> <key name = "PegTD" source="userdata" history ="last" field="cust-data-2"/> </call-cust1> <call-cust2> <key name = "vrapp_ctl_lang" source="userdata" history ="last" field="cust-data-3"/> </call-cust2> </adata_spec>
In the following example, only the cust_data_2 field in the G_CALL_USERDATA_CUST table will be populated by the value corresponding to key name = customer-segment (if it is present in userdata). The field cust_data_2 in table G_CALL_USERDATA_CUST1 will not be updated. Example <call-cust> <key name = "customer-segment" source="userdata" history ="first" field="cust-data-2"/> <key name = "STATE" source="userdata" history ="last" field="cust-data-1"/> </call-cust>
<call-cust1> <key name = "customer-segment" source="userdata" history ="first" field="cust-data-1"/> <key name = "PegTD" source="userdata" history ="last" field="cust-data-2"/> </call-cust1>
Sample Specification for Multimedia Attached Data
The following is an example of an adata_spec.xml file that has been modified to capture multimedia-specific attached data. A similar sample file, ccon_adata_spec_mcr_example.xml, is available in your ICON installation folder after you install the application. With this attached data specification, values for the following predefined and customer-defined keys and attributes will be stored in IDB in the GM_F_USERDATA or the GM_L_USERDATA table. The GM_F_USERDATA table The following user data key names and event attributes are always stored whether or not they are defined explicitly in the XML file. <mcr-f> <key name = "FromPersonal" source="userdata" history ="first" field="mcr-from-name"/> <key name = "FromAddress" source="userdata" history ="first" field="mcr-from-address"/> <key name = "Subject" source="userdata" history ="first" field="mcr-subject"/> <key name = "Origination_Source" source="userdata" history ="first" field="mcr-origin-source"/> <key name = "attr_itx_subtype" source="userdata" history="first" field="mcr-sub-type”/> <key name = "attr_itx_received_at" source="userdata" history="first" field="mcr-received-at”/> </ mcr-f> You can use the XML to define four additional keys that will be stored in the GM_F_USERDATA table. For example, you might define keys similar to the following ones: <key name = "Custom Key Name - 1" source="userdata" history ="first" field="mcr-reserved-1"/> <key name = "Custom Key Name - 4" source="userdata" history ="first" field="mcr-reserved-4"/> The GM_L_USERDATA table The following user data key names are always stored whether or not they are defined explicitly in the XML file. <key name = "SuggestedResponseID" source="userdata" history ="last" field="mcr-suggested-response"/> <key name = "AutoResponseID" source="userdata" history ="last" field="mcr-auto-response"/> <key name = "AutoACKID" source="userdata" history ="last" field="mcr-auto-ack"/> <key name = "Stop_Reason" source="userdata" history ="last" field="mcr-stop-reason"/> <key name = "ContactId" source="userdata" history ="last" field="mcr-ucs-contact-id"/> Predefined event attribute: attr_reason_system_name Customer-defined keys: SuggestedResponseID, AutoResponseID, AutoACKID
For information about the IDB fields in which the values will be stored, see Table 7 on page 75. Sample adata_spec.xml File In the GM_F_USERDATA section of the sample adata_spec.xml file that follows, the FromPersonal, Subject, and Origination_Source key names are defined, though they would appear in the table in any case. The CalledBack key name is user-defined and would not appear without the explicit definition. The event attributes are also pre-defined. In the GM_L_USERDATA table section, all of the key names are ones that are also predefined.
<?xml version="1.0" encoding="utf-8" ?> <adata_spec> <mcr-f>
<key name = "FromPersonal" source="userdata" history ="first" field="mcr-from-name"/> <key name = "FromAddress" source="userdata" history ="first" field="mcr-from-address"/> <key name = "Subject" source="userdata" history ="first" field="mcr-subject"/> <key name = "Origination_Source" source="userdata" history ="first" field="mcr-origin-source"/> <key name = "attr_itx_subtype" source="userdata" history="first" field="mcr-sub-type”/> <key name = "attr_itx_received_at" source="userdata" history="first" field="mcr-received-at”/> </ mcr-f> <mcr-l>
<key name = "SuggestedResponseID" source="userdata" history ="last" field=" mcr-suggested-response "/> <key name = "AutoResponseID" source="userdata" history ="last" field=" mcr-auto-response "/> <key name = "AutoAckID" source="userdata" history ="last" field=" mcr-auto-ack "/> <key name = " Stop_Reason " source="userdata" history ="last" field=" mcr-stop-reason "/> <key name = "ContactID" source="userdata" history ="last" field=" mcr-ucs-contact-id "/> </ mcr-l> </adata_spec>
Sample Specification for Customized Attached Data
The following is an example of an adata_spec.xml file that has been modified for customized attached data processing. You must create a custom dispatcher stored procedure to process the custom attached data. For an example of the script to create a custom dispatcher stored procedure, see Appendix B on page 193.
<?xml version="1.0" encoding="utf-8" ?> <adata_spec> <cust-disp-group-1> <key name = "name1_1" source="userdata" history ="first" field="cust-int-1"></key> <key name = "name2_1" source="userdata" history ="last" field="cust-int-2"></key> ... <key name = "name17_1" source="userdata" history ="last" field="cust-int-17"></key> <key name = "name18_1" source="userdata" history ="last" field="cust-str-1"></key> <key name = "name19-1" source="userdata" history ="last" field="cust-str-2"></key> ... <key name = "name34_1" source="userdata" history ="last" field="cust-str-17"></key> </cust-disp-group-1> <cust-disp-group-2> <key name = "name1_2" source="userdata" history ="first" field="cust-int-1"></key> <key name = "name2_2" source="userdata" history ="last" field="cust-int-2"></key> ... <key name = "name17_2" source="userdata" history ="last" field="cust-int-17"></key> <key name = "name18_2" source="userdata" history ="last" field="cust-str-1"></key> <key name = "name19_2" source="userdata" history ="last" field="cust-str-2"></key> ... <key name = "name34_2" source="userdata" history ="last" field="cust-str-17"></key> </cust-disp-group-2> ... <cust-disp-group-16> <key name = "name1_3" source="userdata" history ="first" field="cust-int-1"></key> <key name = "name2_3" source="userdata" history ="last" field="cust-int-2"></key> ... <key name = "name17_3" source="userdata" history ="last" field="cust-int-17"></key> <key name = "name18_3" source="userdata" history ="last" field="cust-str-1"></key> <key name = "name19_3" source="userdata" history ="last" field="cust-str-2"></key> ... <key name = "name34_3" source="userdata" history ="last" field="cust-str-17"></key> </cust-disp-group-16> </adata_spec>