eService Blocks

The eServices blocks are used within the Workflow block to create a routing workflow for specialized processing of multimedia interactions.  

Also see:

• Composer Equivalent to IRD Multimedia

Composer Route Block Name	Block Has Usable Output Data to be used in App?	Purpose
An ECMAScript function allows you to manually attach Classification categories to interactions	Attach Categories	Segment interactions to different logical branches based on the different categories.
Email Forward	No Redirect E-mail Reply from External Resource	The Forward Type property specifies the type of functionality by allowing you to select Forward, Reply to Customer, or Redirect.
Email Response	Auto-acknowledgement Autoresponse Create Notification	Combines the functionality of IRD's Acknowledgement, Autoresponse, and Create Notification objects.
Chat Transcript	Yes	Generates a reply e-mail to a chat interaction and attaches a chat transcript.
Classify Interaction	Yes	Classifies a text-based interaction based on content, and attach one or more Classification categories to the interaction.
Create E-mail	Yes	Creates an e-mail to be sent out
Send E-mail	No	Sends an -email message created with Create E-mail block
Screen Interaction	Yes	Screens a text-based interaction for specific content (specific words or patterns)
Create Interaction block	Yes	Creates an interaction record in the Universal Contact Server Database for a customer contact.
Create SMS	Yes	Creates a Short Message Service (SMS) message via an external SMS server
Render Message	Yes	Requests Universal Contact Server to create message content.
Send SMS	No	Send an SMS message created using the Create SMS block
Queue Interaction under Routing Blocks	No	Places a non-voice interaction in an existing queue
Route Interaction under Routing Blocks	No	Sends a non-voice interaction to one or more target objects: Agent, AgentGroup, PlaceGroup, Skill, or target contained in a variable.
Stop Interaction under Routing Blocks	No	Sends a request to Interaction Server to stop processing this interaction.
Special Note on Validation and Off-Line Mode: When using Composer in offline mode (not connected to the Configuration Server), you can edit block properties that depend on information from Configuration Server. Later, when you connect to Configuration Server and validate the Interaction Processing diagram,  Composer will validate the values you entered in off-line mode.

eServices ECMAScript Functions

These functions are available for use in Expression Builder.

• For 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.
• For manually 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.

For a summary of the eServices blocks, see Composer Equivalent to IRD Multimedia.