Configuring Enterprise Routing requires that you create objects in Configuration Manager (see Figure 13 on page 43).
The required objects and recommended order for creating them are listed below.
Under the Tenant or Environment (see Figure 76 on page 190):
1. Create Switching Offices. Use the types that correspond to the physical switches used.
2. Create Hosts. These must be only those computers on the data network where Genesys daemon processes run. Configure/install LCA on Hosts if you wish to use SCI. See Chapter 13 on page 315 for more information.
3. Create Application objects based on the corresponding Application Templates; their composition and number depend on the design of the enterprise configuration. (For Enterprise Routing, the applications are:
Universal Routing Server (see page 200), Interaction Routing Designer (see page 211), and Custom Server (see page 293).
4. Create Switches. These premise switches will be connected to corresponding premise T-Servers.
Note: When you have two Switch objects with the same name created respectively in Environment and in a Tenant, you will not be able to select virtual queues created for the Environment’s Switch while working with Selection, Route Interaction, and Workbin strategy objects in the Tenant. Both Switches with the same name will display in the corresponding drop down box, but each of them will display virtual queues created only for the Tenant’s Switch.
5. For voice routing, create DNs and Agent Logins for each premise switch.
For each DN of type ACD Queue, Virtual Queue, or Voice Treatment Port
that will be used in routing strategies, specify the Alias property. Also specify the Alias property for those DNs that you wish to use as routing targets. If you do not create an alias for an item, an alias is automatically generated when you start IRD. This alias will be the concatenation of the switch name and the DN number. IRD automatically generates aliases for
Virtual Queues, Routing Points, Virtual Routing Points, Voice
Treatment Ports, Routing Queues, Network Destinations, and Service Numbers.
6. Create Place objects.
7. Add an extension or an extension and a position ID to each Place. 8. If you want to route based on the agent-capacity rules, or if you have a
blended media-based environment, configure rules using the Resource Capacity Wizard (install from the Real-Time Metrics Engine CD). In this case, the use_agent_capacity option, as described in the Universal Routing 8.1 Reference Manual, must be set to true. If you do not configure any agent-capacity rules and use_agent_capacity is set to true, the default rules will affect routing decisions.
9. Create Access Groups. In order to use IRD, each Person object must have one or more Access Groups assigned. Any user without an assigned Access Group can open IRD, but can only view the IRD GUI.
Notes: When configuring the Advanced tab in the New DN Properties
dialog box in Configuration Manager, there is a Default Route Type value available for selection. Configuration Manager allows you to insert a DN from another location here, but URS will use only the DN number and won't use the specified location. This is by design, because default routing is intended to be as simple as possible. Genesys recommends configuring a Default DN, which is on the same switch as the associated routing point.
As described in the eServices (Multimedia) Deployment Guide, you will not need to create Agent Logins or DNs on the logical switch that exists for the purpose of loading non-voice routing strategies on virtual routing points. Agent Logins apply only to voice interaction capabilities associated with traditional
telephony devices. Routing of e-mail, chat, and Open Media interactions does not use DNs and their assignment to agents.
Instead, it uses Agents (Persons), Agent Groups, Places, and Place Groups.
Notes: The Application Template for URS has the use_agent_capacity
option set to true by default. If you do not want to route based on the agent-capacity model, change the option to false.
After installing the Resource Capacity Wizard, you can create and assign capacity rules in Configuration Manager. After selecting the Tenant or Environment, right-click the Scripts
folder and select Wizard > New > Capacity Rule.
10. Create a Person object to represent each agent. If you have not already done so during Framework configuration and plan to use skills-based routing, define Skill objects and assign the Skill objects to Person
objects. When you configure eServices, the eServices (Multimedia) Deployment Guide instructs to create at least two skills with the following literal names to handle the two types of media interactions you might handle: email and chat. You can do this now or wait until you configure eServices.
11. In the Members of tab of the Person Properties dialog box, assign an
Access Group to each user that will be working in IRD.
12. Add an Agent Login and Place to each Person.
13. Assign agent capacity rules to each Person designated as an agent.
14. Add agents to the Agent Groups.
15. Review Business Attributes in Configuration Manager (see page 43) and/or Knowledge Manager if your site will use them for routing decisions and reporting. For general information on these attributes, see the section on Business Attributes in the Universal Routing 7.6 (or later) Business Process User’s Guide. It provides important information about Business Attributes that are user-accessible as well as information on Business Attributes that are safe to modify.
Limitations
When developing strategies and other objects, familiarize yourself with the limitations listed below.
Warning! If you do not observe these limitations, the result could be routing to an incorrect destination, URS unexpectedly shutting down, or not performing a requested operation.