- 1 Creating a new application
- 2 Viewing application properties
- 3 Edit the application name, description, or tags
- 4 Change the status of an application stream
- 5 Viewing application history
- 6 Clone an application
- 7 Manage Builds
- 8 Manage Phone Numbers
- 9 Manage Chat Endpoints
- 10 Manage OpenMedia Endpoints
- 11 Disconnect Phone Numbers and Chat Endpoint
- 12 Managing Application Settings
- 13 Enabling Your Application
- 14 Viewing the application summary
Create new applications and make changes to existing ones.
Go to the Applications page to manage your applications. From here, you can create new applications and make changes to existing ones.
Designer Developers can create multiple types of applications, depending on how they want certain interactions to be handled. For example, a Default type can process voice and (if enabled for omni-channel support) chat interactions, while a Digital type can handle interactions from digital channels, such as chats.
Each application is capable of providing simple IVR-type services (i.e. Self Service) or routing the interaction to an agent (i.e. Assisted Service), if needed. Applications can also incorporate smaller application-like chunks called Shared Modules, and also trigger other applications.
Creating a new application
To create a new application, click Add Application.
Enter a Name for the application and select the Type of application you want to create:
- Select this type to create an application that supports Interactive Voice Response (IVR) and voice call routing. If you enable omnichannel support, it can also support chat interactions.
- Select this type if the application is only going to handle digital interactions, such as chat and/or email (no voice calls).
- Select this type if the application is only going to be used for outbound callbacks.
Click Create to save it and go back to the Applications page. Or, click Create and Open to save the application and open it for editing.
Viewing application properties
From the Applications list, click an empty spot in an application's row to display its properties on the right-hand side (if you click the application name, it will open for viewing or editing):
Edit the application name, description, or tags
Click the pencil icon to open the editing view.
From the editing view, you can change the application name, description, or manage the tags associated with the application.
Change the status of an application stream
Use the sliders to change the status of an application stream to enabled or disabled.
Viewing application history
The history view shows you the date of each event, the action that was taken (for example, READ, EDIT, PUBLISH, CLONE, or DELETE), the user who made the change, and the new and previous value of any properties that were changed.
You can use the toolbar buttons to view the history for the last day, week, month, or three-month period. You can also specify a custom start and end date and click Search to generate the results. To download the results in a CSV file, click Export.
Double-clicking on an event opens an audit window that displays more details for that particular item:
Clone an application
Click Clone application to create a new application that is an exact copy of the selected application. Save the clone with a unique name and then manage it like any other application. This can be useful when you want to use the same structure as the selected application, but need to specify different settings or resources.
All builds are initially enabled by default. To disable a build, deselect it.
After a build is disabled, you can also click the trash icon to delete the build.For more information about builds, see Application builds.
Manage Phone Numbers
Click Manage in the Phone Number column to select and assign a phone number(s) to the application.
- You cannot assign a phone number to IVR type applications.
- You cannot assign a phone number to an application that has not been published at least once.
- You might see a warning symbol beside a phone number that is assigned to your application. This warning symbol could indicate:
- The phone number was not assigned by using Designer.
- The application was updated but the changes were not published.
- This warning symbol indicates there could be a problem with the phone number - it does not indicate whether the phone number is functional.
You can ignore the warning if you are certain the phone number is functional.If you are not sure whether the phone number is functional, contact your Genesys representative.
Let's say you have a large list of phone numbers that you want to assign to the application. With Batch Assign, you can copy and paste the phone numbers into a form and assign them in a single operation.
Here's how it works:
Click Batch Assign and add the numbers you want to assign to the input column. Note that the numbers must be on separate lines. Designer keeps track of the numbers you've added in the Recognized phone numbers column.
When you are finished adding numbers, click Next (review).
You can review the results to see the phone numbers that are ready to be assigned, are already assigned to this application (or another application), or were not found — maybe these were entered incorrectly or are not available for use.
If you need to make changes, click Previous. Otherwise, click Assign the numbers.
You can monitor the progress as Designer assigns the phone numbers to the application:
When the operation completes, Designer shows you which numbers were successfully assigned and which (if any) failed.
Click OK to close the window.
Transfer from Others
Use Transfer from Others to transfer multiple phone numbers to another application or to other stream of the current application. To show an example of how this works, let's transfer a phone number to another stream of an application.
We've clicked Manage Phone Numbers for the Joules Coulomb application and selected Transfer from Others:
We want to transfer a number to a stream of the current application, so we use the search bar to filter the application list for "Joules". We select it, and the stream tabs appear at the bottom.
We want to move a number from LIVE to DEV, so we select the LIVE tab.
There are two numbers assigned to that stream, but we only want to move one of them. We select the number we want to move and click Next (review).
Review the transfer details:
If you need to make any changes, click Previous. If everything looks ok, click Confirm.
Designer shows you the progress of the transfer. When it is complete, the summary lists the numbers that were successfully transferred and also any that failed.
Click OK to close the transfer results window and return to the application properties.
Manage Chat Endpoints
Note that the endpoint is assigned to each of the application streams, with a naming extension that corresponds to the stream.
- Enter a name that is unique across all applications.
- The name should indicate the origination point of the chat (for example, sales_page or mortgage_division).
- Use alphanumeric characters only. Avoid using spaces or special characters (underscores are okay).
Manage OpenMedia Endpoints
Disconnect Phone Numbers and Chat Endpoint
Click Disconnect Phone Numbers and Chat Endpoint to disconnect all phone numbers and the chat endpoint from the application (you might need to click More to see this option). Once disconnected, the phone numbers or endpoint can be assigned to other applications.
If you want to disconnect specific numbers from an application stream, click Manage under the Phone Numbers column for that stream to deselect the number(s) you want to disconnect
Managing Application Settings
- Application Reporting Title - Specify the name of this application that will be used in reporting.
- Application Version - Specify a version number for this application.
- Stage - Select an application stage. If resource caching is enabled, the application stage also manages how often cached resources are checked for updates. By default, applications are in the Live stage.
- Media Resource Collection - Select the Media Collection that this application will use. See the Media Resources page for more information.
- Milestone Path Prefix - Specify a prefix to use with this application's milestone paths.
This tab enables you to set global DTMF commands for your application. These DTMF keys can be used at any time within the application to trigger a specified action.
A common use case for this feature is a global command for the DTMF key 0 that routes the caller directly to an agent. In this example, you can set 0 as a global DTMF command that routes directly to the Assisted Service phase. In your application, you can add a Play Message block to announce that callers can press 0 at any time to speak to an agent.
Selecting Enable Global Commands enables global DTMF commands for the application.
To set a global DTMF command, select the drop-down menu beside the corresponding DTMF key that you want to use. In the drop-down menu, select a target block or phase for the DTMF key. Click OK when you are done setting global DTMF commands.
Global DTMF commands can target the Self Service, Assisted Service, or Finalize phase, or any block within the Self Service phase.
- If the same DTMF key is also used by a block within your application, Designer first processes the command in the block.
- You can also use global DTMF commands with Self Service type shared modules.
Speech Recognition tab
Configure settings for speech recognition (ASR). See the User Input block page for more information.
Global Retry tab
Configure global settings for menu retries. See the Menu block page for more information.
To enable a Default application type for chat interactions, select Enable omni-channel support for Default applications.
Select Continue processing when the customer leaves if you want Designer to continue processing the application after the customer leaves the chat session (this option does not apply to voice interactions). This option is only available for Default application types if omni-channel support is enabled.
Predictive Routing tab
Select this option to enable support for predictive routing (as required for the Predictive Routing block).
Contextual Data tab
Select Enable Customer Profile to allow Designer to retrieve certain details about the customer, such as their name and contact information. When this option is enabled, you can also choose to select the amount of interaction history data that Designer should collect for the customer.
Resource caching can improve overall system performance, but it can also cause a delay in how long it takes for changes in Designer to take effect (changes to Data Tables and Business Controls take effect immediately).
In most cases, it is best to leave Use workspace cache settings selected (it is already selected by default), as each application stage has optimized settings for how often a resource is checked. But you can disable it if you want the application to regularly check the cached resources for updates, and enter your own values for each resource.
The following resources are cached:
- Media Resources
- Speech Grammars
From the Misc tab, you can enable the Parallel Test Environment, Tracing, and Wait Answering Machine options.
PTE (Parallel Test Environment)
Enable the PTE (Parallel Test Environment) option if you want non-production streams (DEV, QA, UAT) to use test versions of resources instead of the resources being used in the LIVE production environment.
Enabling the Tracing option enables additional data to be collected while the application runs, which can later be used for debugging.
Wait Answering Machine
This option tells Designer to wait for an answering machine beep (i.e. the tone that signals the caller to begin recording their message) during an outbound call. For example, if the customer does not answer the call, the application waits for an answering machine beep before playing a message.
Enabling Your Application
After you have assigned a phone number to your application, you can enable it by clicking the switch icon in the Status column. The switch icon turns green when the application is enabled.
Viewing the application summary
When an application is displayed the flow section, you can use Views > Summary to generate a visualization of the application.
The resulting diagram is similar to a hierarchical flow-chart, with each node representing a block in the application flow:
The application summary view shows all the possible paths that an interaction can take through the application. The diagram is divided into sections for each application phase, and for nodes that need to be expanded into their own sections due to their size or complexity.
For example, this section shows a Segmentation node:
Use the Filter by options to focus on specific details. You can choose to filter the diagram by Decisions, Reporting, User Interaction, Navigation, or External Data.
Select No Filter to clear any selected filtering options.
You can use Select a Timestamp to Trace to select and display the path that a specific session took through the application, or click Trace Last Call to load the path of the last session that was processed.
The path that the session took is indicated by red flashing connecting lines and highlighted nodes:
Click Reset to clear the playback details for the selected session.
Likewise, you can also select a specific variable to trace:
This lets you track a variable as it moves and changes through the various nodes, which can be useful for discovering and resolving potential trouble spots.