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<A NAME="pgfId-1009230"></A>Chapter

<A NAME="pgfId-998070"></A> 

<A NAME="pgfId-996885"></A><A NAME="90556"></A>Overview

<A NAME="pgfId-1022908"></A><A NAME="marker-1092204"></A>This chapter summarizes Composer’s main features, shows examples of its diagram designer, code editor, and debugging interface, and describes the new features in each release. This chapter contains the following sections:

  • <A NAME="pgfId-1040520"></A><A HREF="comp_overview_install.html#56732" CLASS="XRef">See What is Composer?</A>
  • <A NAME="pgfId-1096018"></A><A HREF="comp_overview_install.html#20656" CLASS="XRef">See Composer GUI</A>
  • <A NAME="pgfId-1087754"></A><A HREF="comp_overview_install.html#47464" CLASS="XRef">See Rich Editors</A>
  • <A NAME="pgfId-1092069"></A><A HREF="comp_overview_install.html#83853" CLASS="XRef">See Debugging VoiceXML Applications</A>
  • <A NAME="pgfId-1112545"></A><A HREF="comp_overview_install.html#71320" CLASS="XRef">See Debugging Routing SCXML Applications</A>
  • <A NAME="pgfId-1092080"></A><A HREF="comp_overview_install.html#83261" CLASS="XRef">See Other Composer Features</A>
  • <A NAME="pgfId-1092091"></A><A HREF="comp_overview_install.html#14481" CLASS="XRef">See New Features in 8.1</A>

<A NAME="pgfId-1081279"></A>

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<A NAME="56732"></A><A NAME="67782"></A><A NAME="73432"></A><A NAME="55407"></A>What is Composer?

<A NAME="pgfId-1106153"></A>Composer is an Integrated Development Environment, based on Eclipse. To familiarize yourself with basic Eclipse concepts, refer to the Workbench User Guide by selecting Help > Help Content s in the Composer main window and expanding the Workbench User Guide link.

<A NAME="pgfId-1107114"></A>You can use Composer to develop:

  • <A NAME="pgfId-1107115"></A>Voice applications for Genesys Voice Platform (GVP) 8.x —a software suite that unifies voice and web technologies to provide a complete solution for customer self-service or assisted service.
  • <A NAME="pgfId-1094994"></A>Routing applications for the Orchestration 8.x platform<A NAME="marker-1107596"></A>—Orchestration Server (ORS) is responsible for executing orchestration logic (SCXML) that is provided by an application server, such as an application server hosting a SCXML-based routing application created in Composer. The responsibility of the Universal Routing Server within the Orchestration Platform is to provide a necessary service to Orchestration Server, to support routing functions.

<A NAME="pgfId-1107623"></A>Composer provides a rich development experience, which Web Application developers are already used to, for building VoiceXML, CCXML, GRXML, and SCXML applications.

<A NAME="pgfId-1086834"></A>Applications That Can be Developed

<A NAME="pgfId-1086366"></A>Composer provides ability to develop the following types of applications.

<A NAME="pgfId-1086369"></A>For the Genesys Voice Platform (GVP) 8.x Next Generation Interpreter (NGI):

  • <A NAME="pgfId-1086372"></A>VoiceXML Applications with full support for Genesys extensions.
  • <A NAME="pgfId-1093617"></A>CCXML + VXML Applications requiring advanced call control features including conferencing.
    • <A NAME="pgfId-1093620"></A> 

    <A NAME="pgfId-1093622"></A>To develop a CCXML application, you invoke an editor that performs syntax checking and enter the code. With VXML or SCXML applications, you can invoke a rich editor or you have the option of working with blocks (see <A HREF="comp_overview_install.html#10304" CLASS="XRef">See Callflow in Composer Perspective</A>).
  • <A NAME="pgfId-1093630"></A>CTI + VXML Applications for Genesys Framework.

<A NAME="pgfId-1086381"></A>For the Orchestration Server 8.x SCXML Engine/Interpreter:

  • <A NAME="pgfId-1095118"></A>SCXML Applications with full support for all Genesys predefined SCXML functional modules and extensions used for creating SCXML-based routing workflows for both voice and non-voice (multimedia) interactions.

<A NAME="pgfId-1095674"></A>Composer also provides Integrated CTI + VoiceXML applications for end-to-end treatment handling in conjunction with GVP and Stream Manager.

<A NAME="pgfId-1095686"></A>

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<A NAME="20656"></A>Composer GUI

<A NAME="pgfId-1095709"></A>Composer provides a drag and drop-based GUI for creating:

  • <A NAME="pgfId-1095710"></A>VXML callflow diagrams (for voice applications)
  • <A NAME="pgfId-1095711"></A>SCXML workflow diagrams and interaction process diagrams (for routing applications).

<A NAME="pgfId-1095834"></A>Technical and non-technical developers can easily create flow diagrams by placing and connecting blocks and configuring properties. <A HREF="comp_overview_install.html#10304" CLASS="XRef">See Callflow in Composer Perspective</A> shows an example callflow in the center editing area.

<A NAME="pgfId-1095841"></A> 

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<A NAME="pgfId-1095723"></A><A NAME="10304"></A>Callflow in Composer Perspective

<A NAME="pgfId-1095676"></A><A NAME="24095"></A>Composer Perspectives

<A NAME="pgfId-1099247"></A>When working in Composer, you have the option of working in different perspectives .

<A NAME="pgfId-1099715"></A>A perspective is an arrangement of different sections of the GUI in a manner that facilitates easy use of a particular feature, such as design or debugging. For example, the GVP Debugging perspective will show those sections that are useful when debugging a voice application: Call Trace, Console, Variables, Breakpoints, and so on.

<A NAME="pgfId-1099169"></A><A HREF="comp_overview_install.html#10304" CLASS="XRef">See Callflow in Composer Perspective</A> above shows Composer perspective. <A HREF="comp_overview_install.html#88844" CLASS="XRef">See Callflow in Composer Design Perspective</A> below shows Composer Design perspective, which maximizes the design area. Having a larger design area is useful when creating flow diagrams. Composer Design perspective shows only the palette of blocks, the canvas area, and the Properties view, but can be customized to include other views that you select.

<A NAME="pgfId-1096629"></A> 

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<A NAME="pgfId-1096631"></A><A NAME="88844"></A>Callflow in Composer Design Perspective

<A NAME="pgfId-1096632"></A>The interface elements in Composer perspective (<A HREF="comp_overview_install.html#10304" CLASS="XRef">See Callflow in Composer Perspective</A>) are as follows:

  • <A NAME="pgfId-1096633"></A>A Project Explorer view on the upper left gives access to all the Project files.
  • <A NAME="pgfId-1096634"></A>An Outline view of the entire callflow or workflow on the lower left is useful when working with complex diagrams.
  • <A NAME="pgfId-1096635"></A>The History view, which maintains previous versions of flows and application files, allowing you to revert to any previous version if needed.
  • <A NAME="pgfId-1096636"></A>A center editing area (sometimes referred to as the “canvas” where you drag, drop, and connect blocks.
  • <A NAME="pgfId-1096637"></A>A view for configuring properties, along with other views upon demand.
  • <A NAME="pgfId-1096638"></A>A “palette” of blocks on the upper right for creating flow diagrams.
<A NAME="pgfId-1096687"></A>Views in Lower Pane

<A NAME="pgfId-1096872"></A>A Composer perspective can also show various views in the lower pane depending on your actions or what you select from Window > Show View . For example, for voice applications, the lower pane can show the following views:

  • <A NAME="pgfId-1096688"></A> Properties
  • <A NAME="pgfId-1096689"></A> Prompts Manager
  • <A NAME="pgfId-1096690"></A> Problems
  • <A NAME="pgfId-1096691"></A> Console
  • <A NAME="pgfId-1096692"></A> Call Trace

<A NAME="pgfId-1096693"></A>For routing applications, the lower pane can show the following views:

  • <A NAME="pgfId-1096694"></A> Properties
  • <A NAME="pgfId-1096695"></A> Problems
  • <A NAME="pgfId-1096696"></A> List Objects Manager
  • <A NAME="pgfId-1096697"></A> Statistics Manager .
    • <A NAME="pgfId-1096946"></A> 

    <A NAME="pgfId-1096948"></A>The perspective for building callflows contains the same interface elements as the perspective for building workflows.

    <A NAME="pgfId-1096949"></A>You can move different views/tabs around to customize the perspective to suit your needs, and also revert to the default perspective if desired.

<A NAME="pgfId-1110988"></A><A NAME="46708"></A>Available Perspectives

<A NAME="pgfId-1110990"></A><A NAME="marker-1110989"></A>Composer includes the following perspectives for building applications:

  • <A NAME="pgfId-1110991"></A> GVP Debugger , for debugging voice callflows that you build or import.
  • <A NAME="pgfId-1110992"></A> ORS Debugger , for debugging routing workflows that you build or import.
  • <A NAME="pgfId-1110993"></A> Prompts Manager , which provides the ability to quickly review all prompts in a Composer Project.
  • <A NAME="pgfId-1110662"></A> Composer , for both voice and routing applications, shows the Project Explorer, Outline view, canvas, palette, and can show the following tabs in the lower pane: Properties, Prompts Manager, Problems, Console, and Call Trace.

<A NAME="pgfId-1110664"></A> Composer Design , for both voice and routing applications, can be used to simplify the workbench to show only the palette of blocks, the canvas area, and the Properties tab.

<A NAME="pgfId-1099665"></A><A NAME="33718"></A>Expression Builder

<A NAME="pgfId-1097709"></A>Composer supplies Expression Builder to easily build expressions that can be used for branching and conditional routing decisions. You can also build ECMAScript expressions that use Genesys supplied SCXML functions documented in the SCXML Technical Reference (available from Help > Contents ) and also in the <A HREF="http://developerzone.genesyslab.com/wiki/index.php?title=Orchestration_Server_Start_Page" CLASS="URL">Orchestration Server wiki</A> , which is the Genesys language specification.

<A NAME="pgfId-1098173"></A><A HREF="comp_overview_install.html#89474" CLASS="XRef">See Expression Builder</A> shows how to access the Genesys-supplied functions.

<A NAME="pgfId-1097961"></A> 

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<A NAME="pgfId-1098012"></A><A NAME="89474"></A>Expression Builder

<A NAME="pgfId-1086690"></A>

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<A NAME="47464"></A>Rich Editors

<A NAME="pgfId-1097192"></A><A NAME="marker-1097191"></A>For those who prefer to write their own code, Composer provides a set of rich editors, supplying built-in error checking and tooltips, for SCXML, VXML, CCXML, and GRXML along with use case templates.

  • <A NAME="pgfId-1097457"></A><A HREF="comp_overview_install.html#92246" CLASS="XRef">See Composer Code Editor, Source View</A> shows example SCXML code in the Source tab of the editor.
  • <A NAME="pgfId-1097491"></A><A HREF="comp_overview_install.html#43075" CLASS="XRef">See Composer Code Editor, Design View</A> shows the Design tab of the editor.
<A NAME="pgfId-1097200"></A> 

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<A NAME="pgfId-1097202"></A><A NAME="92246"></A>Composer Code Editor, Source View

<A NAME="pgfId-1091265"></A> 

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<A NAME="pgfId-1091244"></A><A NAME="43075"></A>Composer Code Editor, Design View

<A NAME="pgfId-1091485"></A>You can view and work directly with source code using standard Eclipse text editing features. Features include:

  • <A NAME="pgfId-1088585"></A>Smart double-clicking behavior.
  • <A NAME="pgfId-1090388"></A>Context-assisted help when typing tags. Also context-assisted help for attributes of a tag upon pressing Space inside a tag.
  • <A NAME="pgfId-1090873"></A>New SCXML documents are created with <scxml> as the top level element with the corresponding schema and namespace specifications.
  • <A NAME="pgfId-1090660"></A>Ability to edit tag attribute values from the Properties view.
  • <A NAME="pgfId-1090334"></A>Basic editor actions are supported: Cut, Copy, Paste, Save, Save as, Undo, Redo, Search and Replace.
  • <A NAME="pgfId-1090357"></A>Syntax highlighting.
  • <A NAME="pgfId-1091066"></A>Show and hide Line numbers.
  • <A NAME="pgfId-1091087"></A>Add/Remove Bookmark and To-Do markers.
  • <A NAME="pgfId-1090966"></A>Task tag feature to auto scan To-Do comments in the code.
  • <A NAME="pgfId-1091019"></A>Comparing and reverting to local file history.
  • <A NAME="pgfId-1088592"></A>Spell checking by showing yellow squiggly line markers.
  • <A NAME="pgfId-1090496"></A>Ability to see the outline structured view of the document in the Outline view.
  • <A NAME="pgfId-1088663"></A>Validation shows errors in the Problems view. Validation happens based on the referenced schema.

<A NAME="pgfId-1086716"></A>

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<A NAME="83853"></A>Debugging VoiceXML Applications<A NAME="marker-1094319"></A>

<A NAME="pgfId-1094311"></A>Composer provides a real-time GVP Debugger with support for both Run and Debug modes.

  • <A NAME="pgfId-1088952"></A>In the Run mode, call traces are provided and the application continues without any breakpoints.
  • <A NAME="pgfId-1088963"></A>In the Debug mode, you can input breakpoints, single-step through the VoiceXML code, inspect and modify variable and property values, and execute any ECMAScript from the query console.

<A NAME="pgfId-1088971"></A>Integration with a SIP Phone is provided and click to dial feature is provided for making the test calls.

<A NAME="pgfId-1088918"></A>The Tomcat application server is bundled as part of the Composer and you can auto-deploy applications on Tomcat for testing. <A HREF="comp_overview_install.html#23841" CLASS="XRef">See GVP Debugging Perspective</A> shows a callflow in GVP Debugging perspective.

<A NAME="pgfId-1087359"></A> 

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<A NAME="pgfId-1087370"></A><A NAME="23841"></A>GVP Debugging Perspective

<A NAME="pgfId-1111508"></A> 
<A NAME="pgfId-1111528"></A> 

<A NAME="pgfId-1111530"></A>Composer 8.1 uses <A NAME="marker-1111589"></A>TCP to send <A NAME="marker-1111594"></A>SIP messages (previous releases used UDP). This is not a configurable option.

<A NAME="pgfId-1111033"></A>

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<A NAME="71320"></A>Debugging Routing SCXML Applications

<A NAME="pgfId-1111094"></A>Composer provides real-time debugging capabilities for Orchestration Server (ORS) routing applications. The Debugger is integrated within the workflow designer for making test calls, creating breakpoints, viewing call traces, stepping through an SCXML document/workflow, and debugging applications. Debugging can be started on an existing session or it can wait for the next session that runs the application at a given URL.

  • <A NAME="pgfId-1111098"></A>Using a Run Configurations launch configuration, metrics (call traces) are provided and the application continues without any breakpoints. When the SCXML application executes, these metrics can describe, for example, state transitions, ECMAScript executions, and execution warnings or errors.
  • <A NAME="pgfId-1111100"></A>Using a Debug Configurations launch configuration, you can input breakpoints, single-step through the code, inspect variable and property values, and execute any ECMAScript from the query console.

<A NAME="pgfId-1111102"></A>You can debug:

  • <A NAME="pgfId-1111104"></A>A workflow built with Composer, or
  • <A NAME="pgfId-1111106"></A>Any SCXML application or set of SCXML pages whether or not they were created with Composer.

<A NAME="pgfId-1111675"></A><A HREF="comp_overview_install.html#72982" CLASS="XRef">See ORS Debugging Perspective</A> shows a callflow in ORS Debugging perspective.

<A NAME="pgfId-1111680"></A> 

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<A NAME="pgfId-1111682"></A><A NAME="72982"></A>ORS Debugging Perspective

<A NAME="pgfId-1087618"></A>

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<A NAME="83261"></A>Other Composer Features

<A NAME="pgfId-1088310"></A>Some other Composer main features are summarized below. For details information on all Composer features, see the Composer 8.1 Help .

<A NAME="pgfId-1087581"></A><A NAME="marker-1092160"></A>Project Templates

<A NAME="pgfId-1087582"></A>Out-of-the-box, reusable Project templates are provided. As shown in <A HREF="comp_overview_install.html#75317" CLASS="XRef">See Java Composer Project Wizard</A>, A Project wizard lets you select from three categories of templates:

  1. <A NAME="pgfId-1092751"></A> Integrated Voice and Route
    Select to create a Project that contains both callflows and workflows that interact with each other. For example a routing strategy that invokes a GVP voice application.
  2. <A NAME="pgfId-1092769"></A> Voice
    Select to create a Project associated with the GVP 8.x. This type of Project may include callflows, and related server-side files.
  3. <A NAME="pgfId-1092726"></A> Route
    Select to create a Project associated with the Orchestration Server 8.1 SCXML Engine/Interpreter.
<A NAME="pgfId-1099801"></A> 

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<A NAME="pgfId-1099834"></A><A NAME="75317"></A>Java Composer Project Wizard

<A NAME="pgfId-1099880"></A>Clicking Next brings up available templates for the selected category (see <A HREF="comp_overview_install.html#84206" CLASS="XRef">See Voice Project Templates</A>).

<A NAME="pgfId-1091826"></A> 

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<A NAME="pgfId-1091834"></A><A NAME="84206"></A>Voice Project Templates

<A NAME="pgfId-1091841"></A>These can act as a starting point for new projects and visual flows and serve as guidelines and tutorials for routing and voice application developers. Composer also provides templates for its rich editors with the ability to create user-defined custom code snippet templates, which can be exported and imported to share across team members.

<A NAME="pgfId-1087583"></A>Code Generation

<A NAME="pgfId-1087584"></A>When generating code, Composer provides the ability to generate VXML pages to take advantage of the Platform optimizations. For SCXML routing strategies, Composer provides the ability to generate static SCXML pages for improved performance due to caching.

<A NAME="pgfId-1087336"></A>Deployment

<A NAME="pgfId-1089641"></A><A NAME="marker-1092168"></A>Composer provides the ability to deploy Java Composer Projects and .NET Composer Projects. The deployment process involves exporting your project, transferring the files to your web/application server, and executing any necessary configuration steps required to make your application work. The Composer deployment process varies depending on the type of project being deployed (.NET Composer or Java Composer) and the associated application server. Future releases will provide the ability to deploy routing applications.

<A NAME="pgfId-1086733"></A>Project Management

<A NAME="pgfId-1100123"></A>Composer uses a Project to contain everything related to a single routing or voice application. A Project Explore r on the upper left of the Composer window (see <A HREF="comp_overview_install.html#10304" CLASS="XRef">See Callflow in Composer Perspective</A>) contains all the Projects in your workspace. organize all the application elements.

<A NAME="pgfId-1088408"></A>Hiding Capabilities

<A NAME="pgfId-1101418"></A><A NAME="marker-1092173"></A>Users may hide voice or routing capabilities through a Composer preference setting. This is useful for developers who are only using one of these Genesys platforms. For more information, see <A HREF="comp_dep_post.html#16744" CLASS="XRef">See Hiding Capabilities</A>.

<A NAME="pgfId-1101420"></A><A NAME="29980"></A>Builders/Managers

<A NAME="pgfId-1101421"></A>Composer contains several builders/managers, which are used for routing applications.

<A NAME="pgfId-1101422"></A>Statistics Builder/Manager

<A NAME="pgfId-1101423"></A>Use if you wish to use option of instructing Universal Routing Server to use the value of a statistic during target selection, such as StatTimeInReadyState . The statistic can be a URS Predefined statistic (as described in the Universal Routing 8.1 Reference Manual) or a statistic that you create yourself with Statistics Builder. Once you create a statistic, that statistic becomes available for selection in Composer’s Target block.

<A NAME="pgfId-1101427"></A>List Objects Builder/Manager

<A NAME="pgfId-1101428"></A>A List object contains strings of any nature (for example, DNIS or ANI strings), which can be used in workflows. The strings can be as simple as 800 numbers or as complex as routing conditions. In Expression Builder, two URS Functions can be used to access List Objects: _genesys.session.listLookupValue and _genesys.session.getListItemValue.

<A NAME="pgfId-1101432"></A>Skill Expression Builder

<A NAME="pgfId-1101433"></A>Besides Expression Builder, Composer also has a Skill Expression Builder, which you can use for creating skill expressions used for routing decisions Opens from the Targets property in the routing Target block after selecting the Skill as the target type. Also opens from the Backend, Subdialog, Subroutine, Web Request, and Web Service blocks.

<A NAME="pgfId-1102009"></A>Customization Manager

<A NAME="pgfId-1102032"></A><A NAME="marker-1102031"></A>Customization Manager view helps you manage various aspects of your Composer installation that you have customized. You can manage any custom workflow and callflow diagram templates that you have created. You can also edit and delete custom templates, add new files, and save diagrams to disk.

<A NAME="pgfId-1088422"></A>

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<A NAME="14481"></A>New Features in 8.1

<A NAME="pgfId-1111172"></A>This section describes the new Composer 8.1 features.

<A NAME="pgfId-1116498"></A>Composer 8.1.3

<A NAME="pgfId-1117617"></A>This section describes the new features in Composer 8.1.3.

  • <A NAME="pgfId-1117412"></A>Support for Eclipse 3.7 (Indigo) and 4.2 (Juno).
  • <A NAME="pgfId-1117421"></A>Composer is installed as a set of plug-ins.
  • <A NAME="pgfId-1117430"></A>Localization support. Language Packs that provide translations for Composer can now be produced and then installed on top of Composer, allowing Composer to run in languages other than English. Localization of generated VXML and SCXML applications is also supported.
  • <A NAME="pgfId-1117439"></A>Support for Mac OS (see Composer 8.1 Deployment Guide for features supported).
  • <A NAME="pgfId-1117448"></A>Database passwords in connection profile can be encrypted.
  • <A NAME="pgfId-1117457"></A>Common bundled Composer Project files can be updated at any time.
  • <A NAME="pgfId-1117466"></A>Command line code generation.
  • <A NAME="pgfId-1117475"></A>Composer Projects can track change revisions, and revision history can be viewed by the user.
  • <A NAME="pgfId-1117484"></A>Customizable global system event handlers in interaction process diagrams.
  • <A NAME="pgfId-1117493"></A>New properties in Target block to support updating the DN of the reserved resource to include the access code returned by URS.
  • <A NAME="pgfId-1117502"></A>The ECMAScript block is now also available in callflow diagrams, similar to its workflow/interaction process diagram counterpart.
  • <A NAME="pgfId-1117511"></A>New blocks for workflow diagrams:
  • <A NAME="pgfId-1117520"></A>The TLib block adds support for TSendRequest-based requests to Genesys T-Server through the TLIB protocol.
  • <A NAME="pgfId-1117529"></A>The SingleStepTransfer block adds support for the <ixn:singlesteptransfer> ORS action. This transfers a voice call directly, without creating another call leg.
  • <A NAME="pgfId-1117538"></A>The Raise Event and Cancel Event blocks are provided to raise events in the current SCXML session or to cancel a delayed event.
  • <A NAME="pgfId-1117547"></A>Voice and Route:
  • <A NAME="pgfId-1117584"></A>All toolbar button can be used to generate code for all diagrams in a project.
  • <A NAME="pgfId-1117556"></A>Expression Builder now lists custom Javascript functions from a Project's included JS scripts.
  • <A NAME="pgfId-1117565"></A>Block tooltips allow the user to see a summary of a block's properties at a glance, without pulling up the Properties View (experimental feature).

<A NAME="pgfId-1111321"></A>Composer 8.1.2

<A NAME="pgfId-1112884"></A>This section describes the new features in Composer 8.1.2.

<A NAME="pgfId-1115857"></A>Common Features Across Applications:
  • <A NAME="pgfId-1115863"></A>The Business Rules block works directly with Genesys Rules Engine and does not require going through GRAT server at runtime. This simplifies the usage of Genesys Business rules in VXML and SCXML applications.
  • <A NAME="pgfId-1115867"></A>Enhancements made to Database blocks support Database clusters and secure connections; this enables users to connect to Oracle RAC and SQL clusters.
  • <A NAME="pgfId-1115871"></A>Database Connections can use service names in addition to SIDs. Connection strings can be dynamically generated and support variables. This helps developers to simplify the usage of database connections.
  • <A NAME="pgfId-1115875"></A>Blocks in either Orchestration workflows (SCXML) or Voice call-flows (VXML) can be disabled. For example, you may wish to temporarily remove a block during debugging or during development. Disabled blocks do not participate in the application at runtime.
  • <A NAME="pgfId-1115879"></A>New properties for Logging are available for all blocks. Additional support for Alarms is added to workflows. This feature allows developers to minimize insertion of Log blocks and improves readability.
<A NAME="pgfId-1115885"></A>GVP application (VXML) Enhancements:
  • <A NAME="pgfId-1115887"></A>Support for Outbound Campaigns in callflows. New Outbound blocks enable callflow applications to update, add or delete records in Campaign Calling Lists and work as a solution in tandem with Genesys Outbound Solutions. Users can also update Do Not Call lists in an Outbound Solution through callflow diagrams.
  • <A NAME="pgfId-1115891"></A>Callflow applications (VXML) can use the Operation Parameter Module (OPM) and Audio Resource Management (ARM) features of Genesys Administrator Extension. OPM enables simplification of the overall solution by allowing business users to easily control and manage callflows.
  • <A NAME="pgfId-1115895"></A>This release adds a new utility function to access SIP header values in callflows.
  • <A NAME="pgfId-1115899"></A>A new VXML code block allows the embedding of VXML code directly into callflows through <subdialog>. This feature provides developers the flexibility to modularize callflow diagrams.
  • <A NAME="pgfId-1115903"></A>Users can specify custom formats for Voice prompts in a VXML applications. Custom formats can be created via ECMAScript functions in callflows.
  • <A NAME="pgfId-1115907"></A>Input and ICM variables defined in callflow Entry blocks are initialized to default variables if no value is supplied at runtime. This behavior is controlled by a flag. Older version of callflows will continue to have this flag reset to maintain backward compatibility.
<A NAME="pgfId-1115913"></A>Orchestration Application (SCXML) Enhancements:
  • <A NAME="pgfId-1115915"></A>Enhanced debugger support provides the ability to debug SCXML applications. The Composer interface provides full debugging functionality for Composer-generated and hand-coded applications.
  • <A NAME="pgfId-1115919"></A>New Outbound Campaign blocks support integration with Genesys Outbound Contact features, such as adding, deleting, and updating Calling List records; updating Do Not Call lists; and other Calling List manipulation features. This functionality provides more robust integration between Routing logic and Genesys Outbound Contact functionality.
  • <A NAME="pgfId-1115923"></A>New blocks support the SCXML <parallel> functionality allowing developers to define applications that can simultaneously perform multiple operations. Entry, Subroutine and Begin parallel blocks in workflows and sub-workflows support target-less transitions, which could be based on some condition.
  • <A NAME="pgfId-1115927"></A>Support for Genesys Administrator Extension Operation Parameters (OPM) and Audio Resource Management (ARM) functionality in SCXML applications. This feature simpifies the solution and provides control to the end user, addressing Total Cost of Ownership (TCO).
  • <A NAME="pgfId-1115931"></A>Voice Treatment blocks provide direct access to Extension data returned after treatment completion. Composer now supports Orchestration Server-based treatments instead of Universal Routing Server-based treatments.
  • <A NAME="pgfId-1115935"></A>Support for multiple views for Workbins and existing queues within interaction process diagrams (IPDs).
  • <A NAME="pgfId-1114726"></A>The Composer Help is available on the <A HREF="http://docs.genesyslab.com/wiki/index.php?title=Composer" CLASS="URL">Composer Documentation Wiki</A> .

<A NAME="pgfId-1112873"></A>Composer 8.1.1

<A NAME="pgfId-1111917"></A>This section describes the new features in Composer 8.1.1.

<A NAME="pgfId-1111919"></A>New Routing Application Features

<A NAME="pgfId-1111920"></A>New features for creating SCXML-based routing applications include:

  • <A NAME="pgfId-1111922"></A>An <A NAME="marker-1112265"></A>Orchestration Server (<A NAME="marker-1112274"></A>ORS) <A NAME="marker-1112279"></A>Debugger, which gives ability to debug SCXML applications including routing applications. The applications can be Composer-generated, hand-coded or a mix of both.
  • <A NAME="pgfId-1111924"></A>When specifying ORS preferences, you can enable secure communications (<A NAME="marker-1112284"></A>SSL/TLS) between the Composer client and ORS, for SCXML debugging sessions. The connection between Composer and ORS is mutually-authenticated <A NAME="marker-1112289"></A>TLS if implemented on the ORS side.
  • <A NAME="pgfId-1111928"></A>Routing blocks, as well as those involved in interaction processing, support <A NAME="marker-1112294"></A>multi-site routing: Target, Route Interaction, Queue Interaction, Force Route, Routing Rule, Default Route, Create E-mail, E-mail Response, E-mail Forward, Chat Transcript, and Create SMS. See new properties Detach and Detach Timeout .
  • <A NAME="pgfId-1111930"></A>Support for development of "<A NAME="marker-1112299"></A>interaction-less" processing has been added, which allows the creation of SCXML applications that may be started/interacted with via ORS <A NAME="marker-1112304"></A>Web Services, rather than an interaction. The following features support "interaction-less" processing:
  • <A NAME="pgfId-1111932"></A>Blocks that influence interactions now support selecting the interaction they should use. The default behavior is to use the current interaction which is backwards compatible.
  • <A NAME="pgfId-1111934"></A> Wait for Event in the interaction process diagram, which can be set to not wait for a startup or triggering event thereby enabling interaction less workflows.

<A NAME="pgfId-1111936"></A>To support "interaction-less processing," the following blocks add a new property, Interaction ID

  • <A NAME="pgfId-1111938"></A>Routing blocks: Default Route, Force Route, Route Interaction, Queue Interaction, Routing Rule, Stop Interaction, and Target.
  • <A NAME="pgfId-1111940"></A>Flow Control blocks: Disconnect, and Exit
  • <A NAME="pgfId-1111942"></A>eServices blocks: Chat Transcript, Create Email, Create SMS, Email Forward, Email Response, Identify Contact, Update Contact, Create Interaction, and Render Message.
  • <A NAME="pgfId-1111944"></A>Voice Treatment: Create User Announcement, Delete User Announcement, IVR, Play Application, Play Message, and Play Sound.
  • <A NAME="pgfId-1111946"></A>Interaction process diagrams add a Namespaces <A NAME="marker-1112309"></A> property, which gives the ability to refer to custom namespaces in generated code.
  • <A NAME="pgfId-1111948"></A>Interaction Queue blocks in interaction process diagrams support <A NAME="marker-1112314"></A>segmentation based on views. Multiple <A NAME="marker-1112319"></A>views can be defined and each can redirect flow to a different workflow diagram.
  • <A NAME="pgfId-1111950"></A>The following Flow Control blocks are available when creating an interaction process diagram: Branching, ECMAScript, and Log.
  • <A NAME="pgfId-1111952"></A>When segmenting interactions to take different paths in a workflow, you now have the ability to define a default limit for each segment.
  • <A NAME="pgfId-1111954"></A>When using the <A NAME="marker-1112324"></A>Media Server block to specify interactions of a particular media type for an interaction process diagram, the following servers are now available for selection: <A NAME="marker-1112339"></A>Chat Servers and <A NAME="marker-1112334"></A>Third Party Servers (such as one used for <A NAME="marker-1112329"></A>Capture Point application). The Publish operation creates endpoints for these server types.
  • <A NAME="pgfId-1112847"></A>When using the Route Interaction block, a new Hints property allows you to specify extension data. The following blocks also add the Hints property: Cancel Call, Create User Annoucement, Delete User Annoucement, Default Route, Queue Interaction, Play Application, Play Sound, Play Message, Routing Rule, Target, User Input.
  • <A NAME="pgfId-1112464"></A>When using the Route Interaction block, a new Hints <A NAME="marker-1112344"></A> property allows you to specify extension data. The following blocks also add the Hints property: Cancel Call, Create User Annoucement, Delete User Annoucement, Default Route, Queue Interaction, Play Application, Play Sound, Play Message, Routing Rule, Target, User Input.
  • <A NAME="pgfId-1111958"></A>The Play Application block adds a new property, Use User Data <A NAME="marker-1112349"></A>. When set to true, Composer will automatically update the interaction’s user data with the input/inout parameters specified in the Parameters property.
  • <A NAME="pgfId-1111960"></A>The Target and Force Route blocks add a Type property, which you can use to define the type of <A NAME="marker-1112354"></A>redirection processing.
  • <A NAME="pgfId-1111962"></A>The Route Interaction block and Target blocks add a new property, Include Requests From Previous Blocks , which can be used for cascaded target lookups.
  • <A NAME="pgfId-1111964"></A>A new <A NAME="marker-1112362"></A>Wait block can be used to have Orchesration Server transition out when one of a defined list of events is received and the associated condition is true.
  • <A NAME="pgfId-1112645"></A>When using Composer's Business Rule block to request the <A NAME="marker-1112644"></A>Genesys Rules Engine to execute a Rule Package in a routing workflow or voice callflow, the getUData() function is now available.
<A NAME="pgfId-1111966"></A>New Voice Application Features

<A NAME="pgfId-1111967"></A>New features for creating voice applications for GVP include:

  • <A NAME="pgfId-1111973"></A>VXML callflows now support a VXML application <A NAME="marker-1112377"></A>root document. This enables features like <A NAME="marker-1112382"></A>global variables that are available across all callflows and sub-callflows. .
  • <A NAME="pgfId-1111975"></A>The Prompts property in the following blocks allows VoiceXML to overlay text into an existing <A NAME="marker-1112387"></A>video image/stream: Prompt, Menu, Input, DB Prompt, DB Input, Grammar Menu, Record, and Menu.
  • <A NAME="pgfId-1112605"></A>The Menu block supports specifying <A NAME="marker-1112604"></A>DTMF for repeating a menu.
<A NAME="pgfId-1111977"></A>New Voice & Route Application Features
  • <A NAME="pgfId-1112623"></A>While exporting a <A NAME="marker-1112622"></A> .WAR file, each Project can specify a unique name which is included in the .WAR file.
  • <A NAME="pgfId-1111981"></A>When using Context Services, you can specify a particular media type for a service, which can be a Configuration Server Business Attribute , such as for an Application Type. The following blocks add the Media Type property: Start Service, Associate Service, Complete Service, Enter State, Complete State, Start Task, and Complete Task.
  • <A NAME="pgfId-1111983"></A>When defining parameters for the Backend, Web Request, Web Service, Subroutine, and Subdialog blocks, you can now use <A NAME="marker-1112397"></A>Expression Builder.

<A NAME="pgfId-1101486"></A>Composer 8.1

<A NAME="pgfId-1111336"></A><A NAME="marker-1092178"></A>This section describes the new Composer 8.1 features.

<A NAME="pgfId-1104107"></A>IRD to Composer Migration Support

<A NAME="pgfId-1117837"></A>Starting with Composer 8.1, you can migrate routing strategies created with I<A NAME="marker-1117838"></A>nteraction Routing Designer (IRD) 8.0+ into Composer Projects as SCXML-based workflow diagrams, which can run on the Orchestration Platform. The <A NAME="marker-1117839"></A>migration process uses an import wizard to handle the transformation from an IRD strategy into a Composer workflow diagram. The <A HREF="http://genesyslab.info/wiki/index.php?title=Migration_General" CLASS="URL">IRD to Composer Migration Guide Wiki</A> details the migration process.

<A NAME="pgfId-1117843"></A><A NAME="61903"></A>Interface with Genesys Rules Engine

<A NAME="pgfId-1108353"></A>Composer can now interface with the <A NAME="marker-1109420"></A>Genesys <A NAME="marker-1109425"></A>Rules Engine, which is part of the Genesys Rules System. A Composer-compatible plug-in is available for developing business Rule Templates. This plug-in is provided as part of the Genesys Rules System. For information on installing the plugin, see <A HREF="comp_dep_post.html#87060" CLASS="XRef">See Installing the Business Rules Plugin</A> of this guide.

<A NAME="pgfId-1108389"></A>A new <A NAME="marker-1109430"></A>Business Rule block lets you request the Genesys Rules Engine to execute a particular set of business rules in a routing workflow or voice callflow and get the results back.

<A NAME="pgfId-1108317"></A> 

<A NAME="pgfId-1108319"></A>In the Genesys 8.1 release, the Genesys Rules System will only be packaged with the intelligent Workload Distribution product and the Conversation Manager product.
<A NAME="pgfId-1108320"></A>New Blocks for IRD Parity
  • <A NAME="pgfId-1108541"></A>Composer moves closer to parity with Universal Routing's strategy creation tool, Interaction Routing Designer (IRD).
  • <A NAME="pgfId-1108545"></A>An <A NAME="marker-1109435"></A>E-mail Response block combines the functionality of IRD’s Acknowledgement, Autoresponse, and Create Notification objects.
  • <A NAME="pgfId-1108549"></A>A <A NAME="marker-1109440"></A>Chat Transcript block allows you to generate a reply e-mail to a chat interaction and attaches a chat transcript.
  • <A NAME="pgfId-1108553"></A>An <A NAME="marker-1109445"></A>E-mail Forward block combines the functionality of IRD's Forward E-mail, Redirect E-mail, and Reply E-mail from External Resource object.
  • <A NAME="pgfId-1108557"></A>A <A NAME="marker-1109450"></A>Screen Interaction block allows you to screen a text-based interaction for specific content (specific words or patterns), and then (optionally) segment the interaction to different logical branches based on the result of the screening query.
  • <A NAME="pgfId-1108561"></A>A <A NAME="marker-1109455"></A>Classify Interaction block allows you to classify a text-based interaction based on content, and attach one or more Classification categories to the interaction.
  • <A NAME="pgfId-1108565"></A>For <A NAME="marker-1109460"></A>classification segmentation, an ECMAScript function determines if a particular category name or ID exists in the array of category objects represented by an application variable. This variable can be the output of the Classify Interaction block, enabling the Branching block to be used for segmentation based on category.
  • <A NAME="pgfId-1108569"></A>For manually <A NAME="marker-1109465"></A>attaching categories to an interaction, the User Data block can be used and then a branching block can be (optionally) used to segment interactions to different logical branches based on the different categories.
  • <A NAME="pgfId-1108573"></A>An <A NAME="marker-1109470"></A>Update Contact block allows you to update customer profile information in the UCS Database, based on data attached to an interaction.
  • <A NAME="pgfId-1108577"></A>An <A NAME="marker-1109475"></A>Identify Contact block can identify a contact based on the interaction User Data; return a list of matching Contact IDs based on the User Data; create a contact record in the UCS Database with information in the User Data if a matching contact is not found; or update the UCS Database record of the matching contact with information from the current interaction’s User Data.
  • <A NAME="pgfId-1108581"></A>A <A NAME="marker-1109480"></A>Create Interaction block allows you to create an interaction record in the Universal Contact Server Database for a customer contact. This saves the current interaction being processed by the strategy, in the database.
  • <A NAME="pgfId-1108506"></A>A <A NAME="marker-1109485"></A>Render Message block provides the ability to render field codes in arbitrary text.
<A NAME="pgfId-1104309"></A>Other New Routing Application Features

<A NAME="pgfId-1108917"></A>New Routing Application features are as follows:

  • <A NAME="pgfId-1108854"></A>Composer's existing Create E-mail block is enhanced to allow you to: pick up standard response text from User Data; specify that the “To” address be picked up from the Customer Profile in the Universal Contact Server Database; and use Field Codes in standard responses that will later be filled in with user-specific values.
  • <A NAME="pgfId-1108858"></A>Composer's existing Route Interaction block now allows you to create applications where routing is based on schedules from Genesys Workforce Management.
  • <A NAME="pgfId-1108862"></A>The Flow Control palette for routing applications contains a new <A NAME="marker-1109490"></A>SCXML State block. When used in a workflow diagram, it allows you to write custom SCXML code that Composer will include in the SCXML document that it generates based on the workflow diagram.
  • <A NAME="pgfId-1108866"></A>The Flow Control palette for routing applications contains a new <A NAME="marker-1109495"></A>User Data block for updating an interaction's User Data and for attaching Business Attributes , Categories , and Skills .
  • <A NAME="pgfId-1108870"></A>When an interaction process diagram (IPD) uses a Workflow block, if the referenced workflow diagram contains an eServices block that names a server performing an action or operation, Composer adds a visual indicator in the form of a node (similar to an IRD strategy-linked node).
  • <A NAME="pgfId-1108874"></A>When developers work with Context Services, Composer accepts <A NAME="marker-1109500"></A>HTTP basic authentication credentials and uses them for authentication, including digest authentication for working with Web Services.
  • <A NAME="pgfId-1108878"></A>You can now use variables in <A NAME="marker-1109505"></A>Skill Expression Builder. You can also disable Skill Expression validation from the Configuration Server preference page.
  • <A NAME="pgfId-1108882"></A>You can now include your own custom JavaScript (
    • .js
    ) files in workflows by placing them in the /include/user folder. The <A NAME="marker-1109510"></A>JavaScript functions in the specified .js file can then be used in Assign or Branching block expressions.
  • <A NAME="pgfId-1108890"></A>A new Composer Route <A NAME="marker-1109515"></A>Project <A NAME="marker-1109520"></A>template is available: Forward to External Resource .
  • <A NAME="pgfId-1108894"></A>Composer’s database Query Builder and Stored Procedure Helper now support table synonyms.
  • <A NAME="pgfId-1108844"></A>New Integrated Voice and Route Project templates are available: Load Balancing and Working Hour Routing , External File-Based Routing , and Play Application and Busy Treatment .
<A NAME="pgfId-1106584"></A>GVP-Specific Enhancements

<A NAME="pgfId-1104373"></A>To support creating voice applications for Genesys Voice Portal (GVP):

  • <A NAME="pgfId-1107460"></A>The Transfer block provides a property for setting an <A NAME="marker-1109525"></A>authorization code ( authcode ). It can be populated either from free-form text or from an application variable.
  • <A NAME="pgfId-1104380"></A>The Call Trace view used for debugging a callflow displays the line number for each incoming metric.
  • <A NAME="pgfId-1104384"></A>A "barge-in" option is available for prompts. The Interruptible property for the following blocks add a new option for DTMF-only barge-in mode: Prompt block, DB Prompt block, Input block, Menu block, Grammar Menu block, and DB Input block.
  • <A NAME="pgfId-1104389"></A>Automatic selection of language-specific pre-recorded prompts, grammars, and TTS prompts is now available during application execution. The following blocks add a new Language property: Prompt block, DB Prompt block, Input block, Menu block, Grammar Menu block, DB Input block, and Record block.

<A NAME="pgfId-1104395"></A>The language set by this property overrides any language set by the Set Language block, the Project preferences, or the incoming call parameters. The property takes effect only for the duration of the block. The language setting reverts back to its previous state after the block is done.

  • <A NAME="pgfId-1109128"></A>The Language property affects the language of grammars used for ASR input for the following blocks: Input block, Transfer block, and Route Request block.
  • <A NAME="pgfId-1104405"></A>The Record block’s Capture Filename Prefix and Capture Location properties now allow selection from application variables in addition to accepting literal strings.
  • <A NAME="pgfId-1104409"></A>You can now use the <A NAME="marker-1109530"></A>GVP <A NAME="marker-1109535"></A>ICM Adapter in VoiceXML applications, including invoking services, responding to requests, and sharing data.
  • <A NAME="pgfId-1104413"></A>A new ICM Interaction Data block, available on the CTI Blocks palette, supports sending of variables to Intelligent Contact Management (ICM).
  • <A NAME="pgfId-1104417"></A>A new ICM Route Request block, also available on the CTI Blocks palette, supports routing the call to CTI.
  • <A NAME="pgfId-1105691"></A>The Exit block’s Return Values property dialog allows you to select the ICM variables to be returned.
  • <A NAME="pgfId-1108090"></A>Voice Projects now have a Project-level flag, which controls whether ICM variables are available for selection and assignment to variables within Composer's Entry block.
  • <A NAME="pgfId-1107069"></A><A NAME="marker-1109540"></A>SSML tags can be used in prompts.

<A NAME="pgfId-1104430"></A>Security Enhancements

<A NAME="pgfId-1104433"></A>This release includes the following security-related enhancements:

  • <A NAME="pgfId-1109158"></A>The <A NAME="marker-1109545"></A>Web Service block now supports certificate-based authentication. You can develop both voice (VXML) and routing (SCXML) applications that support secure mutual authentication and communication with a Web Service. Composer supports the use of both a digital client certificate and server certificate contained in a keystore file.
  • <A NAME="pgfId-1109159"></A>When creating a routing application and connecting to Configuration Server, Composer displays informational text associated with both successful and unsuccessful authentication.
  • <A NAME="pgfId-1109160"></A>You can configure an <A NAME="marker-1109550"></A>inactivity timeout for the connection to Configuration Server as well as when the <A NAME="marker-1109555"></A>timeout warning dialog should appear.
  • <A NAME="pgfId-1109161"></A>You have the option of having a configurable <A NAME="marker-1109560"></A>security banner appear when Composer is first launched, similar to other Genesys applications. For information on configurable items related to the banner, see the Genesys 8.1 Security Deployment Guide .
  • <A NAME="pgfId-1109162"></A>Composer supports secure connections when connecting to GVP's Media Control Platform and when connecting to Context Services and for Universal Contact Server.
  • <A NAME="pgfId-1109163"></A>Composer now has <A NAME="marker-1109565"></A>Transport Layer Security (TLS) support and adheres to Federal Information Processing Standards (FIPS) in its connection to Configuration Server and to GVP Media Control Platform.
<A NAME="pgfId-1109225"></A>Routing & Voice Applications

<A NAME="pgfId-1109236"></A>When organizing <A NAME="marker-1109570"></A>custom blocks, you have the option of creating new drawers in the palette. You can also select from a set of bundled custom icons for the custom blocks you create.

<A NAME="pgfId-1109237"></A>Expression Builder is enhanced as follows:

  • <A NAME="pgfId-1109238"></A>It now returns to its last state when re-opened, which includes displaying the tree and the location in the tree in the Expression Builder Data area.
  • <A NAME="pgfId-1109239"></A>The filter now works on the description of the functions in addition to the function signatures.
  • <A NAME="pgfId-1109240"></A>Data loading is optimized to run in a separate thread. As a result, dialogs remain responsive while data loading is in progress.

<A NAME="pgfId-1109272"></A>New <A NAME="marker-1109575"></A>operating system support for 8.1 is as follows:

  • <A NAME="pgfId-1109273"></A>Composer can run on the Windows 2003, Windows 2008 (32-bit and 64-bit in 32-bit compatibility mode), Windows XP, Windows Vista, and Windows 7 (32-bit and 64-bit in 32-bit compatibility mode) operating systems. For more information, see <A HREF="comp_dep_install.html#39796" CLASS="XRef">See Operating Systems Supported</A>.

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