Sample Business Processes for Apple Business Chat

Asynchronous chat subroutine

Important

This section applies only to Apple Business Chat 9.0.001.05 releases and higher.

The Chat Server documentation includes information on how to install and configure a workflow sample that uses asynchronous chat. The workflow sample and a description of how it works is included in the Chat Server installation package. The package also includes a subroutine that uses Apple Business Chat (see graphic below).

Apple Business Chat asynchronous chat subroutine

The async-chat-media-proc-sub subroutine filters out non-Apple Business Chat interactions. This ensures the customer nickname field is not empty when the interaction reaches an agent.

Configuration

Set the following configuration options in the interaction-workspace section:

• applebcsession.on-hold-queue to async-chat-return-queue
• workbin.applebcsession.in-progress to async-chat-main-workbin

Endpoints

• Chat Server: in the [endpoints] section, add a queue called async-chat-greet-queue.
• Digital Messaging Server: in the [channel-*any name*] section for your Apple Business Chat channel, add an endpoint called session-ABC.

Contact Attributes

• In Genesys Administrator or Configuration Manager, create the following Business Attributes of the Contact Attribute type:
  • _msg_ProfileUserId_ABC, with these options in its [settings] section (Annex tab):
    • is-searchable = true
    • is-sortable = true
    • search-order-level = 1
  • _msg_ProfileNickname, with these options in its [settings] section (Annex tab):
    • is-searchable = false
    • is-sortable = false

Process

The subroutine performs the following steps:

1. Checks if the variable _msgProfileNickname is already initialized. If it is not initialized, it assigns the variable _msg_Nickname_ABC a value of ABC Client with unknown Nickname (this string appears on the agent desktop if the contact is new).
2. Attaches the _msg_ProfileNickname key to the interaction with the newly assigned nickname.
3. Updates the contact in Universal Contact Server (UCS).
4. Assigns InteractionId to a variable to update the interaction in the next step.
5. Updates the key _msg_ProfileNickname in Interaction Server.
6. Updates the key _msg_ProfileNickname in UCS with the same string from Step 1.
7. The rest of the interaction proceeds in the usual manner.

Inbound sample Business Process

Important

• This section applies only to Apple Business Chat 9.000.00 releases.
• Although the sample Business Processes are provided in installation packages (IPs) for both Linux and Windows, installing it makes use of Interaction Routing Designer (IRD), which is available on Windows only.

Configuration

Configure the following:

Endpoints

• Chat Server: in the [endpoints] section, add a queue called AppleBC inbound queue.
• Digital Messaging Server: in the [channel-*any name*] section for your Apple Business Chat channel, add an endpoint called session-ABC.

Contact Attributes

• In Genesys Administrator or Configuration Manager, create the following Business Attributes of the Contact Attribute type:
  • _msg_ProfileUserId_ABC, with these options in its [settings] section (Annex tab):
    • is-searchable = true
    • is-sortable = true
    • search-order-level = 1
  • _msg_ProfileNickname, with these options in its [settings] section (Annex tab):
    • is-searchable = false
    • is-sortable = false

Installation

This sample Business Process is delivered as part of the installation of the Genesys Driver for use with Apple Business Chat. After installing the driver:

1. Launch IRD. In the main window, click Interaction Design, then Business Processes.
2. Double-click any existing Business Process to open the Interaction Design window. From the File menu, select Import.
3. Browse to the folder <Digital Messaging Server application name>\media-channel-drivers\channel-abc-hub and select Sample-BP-for-Apple-Business-Chat.wie.
4. Still in IRD, create a queue called AppleBC inbound queue and connect it to Chat Server.
5. Activate the new Business Process strategies: Right-click ABC Simple Apple Business Chat BP and select Activate Strategies.
6. Verify that all strategy objects are associated with the correct Application objects.

Sample Business Process

The sample Business Process contains the single strategy AppleBC inbound strategy, shown below (click to enlarge):

Apple Business Chat inbound strategy

The strategy proceeds as follows.

1. Check how long the interaction has been waiting for the agent. If it's more than 150 seconds, terminate the interaction with a message to the customer to try later.
2. Initialize the _msg_ProfileNickname interaction attribute to ensure the desktop application correctly shows a nickname for new contacts and contacts that have already been created in UCS.
3. Use the resulting data to update the attributes of the identified contact in UCS.
4. Check whether the interaction is online; if it is, notifiy the customer with the message “An agent will be with you shortly ….”.
5. Deliver the interaction to an available agent in the agent group Chat distribution for processing.