New/Updated Function Descriptions

Add/update the following functions in the Universal Routing 8.1 Reference Manual:

cfgdata

Parameters:
    folder: STRING (Section name on the Annex tab of the Person object)
    option: STRING (Option name in the section on the Annex tab of the Person object)
    default: FLOAT (Preset value is returned, if the option is not found)
Return value type: FLOAT

This function returns a numeric value. If the agent’s option is found, it returns 1. If the option is not found and the default value is not specified, it returns 0. If the option is not found and the default value is specified, the default value is returned.

exist

Parameters: Skill Name: STRING (Skill name)
Return value type: FLOAT

This function checks if an agent has the provided skill and is applied directly to skill names. It returns 1, if an agent has the skill, or 0, otherwise.

folder

Parameters: template: STRING (Folder name in the Configuration Layer under Persons)
Return value type: FLOAT

This function checks if an agent is configured in a folder with a name that matches the specified template. It returns 1, if there is a match, or 0, otherwise.

group

Parameters: Agent Group: STRING (Agent Group name)
Return value type: FLOAT

This function checks if an agent belongs to the specified group. It returns 1, if yes, or 0, otherwise.

loc

Parameters: Switch Name: STRING (Switch name)
Return value type: FLOAT

This function verifies the agent location. It returns 1, if an agent has a DN belonging to the specified Switch, or 0, otherwise.

login

Parameters: media: STRING (Media name)
Return value type: FLOAT

name

Parameters: template: STRING (Agent employee ID template)
Return value type: FLOAT

This function checks if an agent name matches the specified template. It returns 1, if there is a match, or 0, otherwise.

PriorityTuning

Update the Warning on page 606 of the Universal Routing 8.1 Reference Manual as follows:

Warning! The interaction selection criteria associated with the PriorityTuning function (age of interaction, relative wait time (such as wait time in queue or predictive wait time), service objective risk factor, or any combination of these parameters) are only supported in a multi-URS environments where the same target might be selected by different instances of URSs if:

all URS instances have the same value of option use_service_objective and
all strategies running/served by URSes include the PriorityTuning function with the same parameters values across all strategies.

SetIdealAgent

See the SetIdealAgent function in Using Agent Skills for Agents/Calls Prioritization.

TargetListSelected

See the TargetListSelected function in Using Agent Skills for Agents/Calls Prioritization.

TargetState

Update ready:1 in the TargetState function description, results—LIST Fields as follows:

ready:1 The agent is considered (by URS) to be ready. If agent capacity is not used, then URS flags the agent as ready if his state is reported by Stat Server as WaitForNextCall. If agent capacity is used and the agent has no state, but only a list of medias, then URS flags the agent as ready if this list of medias is not empty. By default, URS takes the ready flag into account when selecting agents, but it can be overwritten in the strategy by calling function CheckAgentState with an argument of false. This will cause URS to ignore the ready flag when looking for an available agent for the current call.

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