DES/Current/Designer/ClickToCall - Revision history

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/ClickToCall to DES/Current/Designer/ClickToCall: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

2021-04-21T13:57:35Z

Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/ClickToCall to DES/Current/Designer/ClickToCall: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Bmarshall: Published

2020-09-23T15:04:46Z

Published

Bmarshall: Reverted edits by Bmarshall (talk) to last revision by WikiSysop

2020-09-23T15:02:15Z

Reverted edits by Bmarshall (talk) to last revision by WikiSysop

Bmarshall: Published

2020-09-23T14:58:00Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:33:40Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:42Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:21:18Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Click-to-Call-In Match Block
|TocName=Click-to-Call-In Match Block
|Context=Use this block to add Click-to-Call-In Match functionality to your application.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Designer
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=You can use this block to support the '''Click-to-Call-In Match''' feature. In a typical '''Click-to-Call-In Match''' scenario, a caller dials a contact center and provides some additional information during the Self Service phase, such as the reason why they are calling. They are then given a phone number to dial along with a special access code.

The application uses this block to compare the caller's information with the details of the original request, such as the access code they entered, the number they called from, or the number they dialed. If a match is found, the additional information that was submitted with the original request is returned to the block.

Depending on the matching criteria used, the match block then generates all combinations for the output as segmentation branches, where each segmentation has its own '''Navigation''' tab that specifies where to route the interaction.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Using this block
|anchor=Usingthisblock
|alignment=Vertical
|Media=
|image=
|structuredtext=Typically, you would add a {{Link-SomewhereInThisManual|topic=UserInput|anchor=top|display text=User Input block}} ahead of this block to prompt the caller for their access code and specify the variable that will hold it. Then use the '''Click-to-Call-In Match''' block to specify the matching criteria and the variable that will hold the returned data, if a match is made.

For example, if all three criteria are used, this creates eight possible outcomes (or segmentation branches), including an outcome where '''Nothing Matched'''. You can then use a {{Link-SomewhereInThisManual|topic=CallData|anchor=top|display text=Call Data block}} to attach the returned data to the current interaction.

If there are no matches, you can use the '''Navigation''' tab on the '''Nothing Matched''' block to go to a specified block, skipping the '''Call Data''' block.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Match Criteria tab
|anchor=MatchCriteriatab
|alignment=Vertical
|Media=
|image=
|structuredtext=Use the settings on this tab to specify which criteria to compare to the original request. You must specify at least one item.

'''Example'''

[[File:Des click to call in match criteria 01.png]]

Notice that Designer automatically creates child blocks for each outcome, which you can then use to specify the action to take if a match is found:

[[File:Des click to call in outcomes.png]]
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Routing Parameters
|anchor=routing_parameters
|alignment=Vertical
|Media=
|image=
|structuredtext=For Click-to-Call-In {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackScenarios|anchor=CtciDelayed|display text=delayed scenarios}}, routing parameters are returned if there is a unique match. Use the settings on this tab to specify the variables that will hold the values for each parameter.

You can select variables for the following parameters:

*Outbound VQ
*Target Skill Expression
*Current Priority
*Priority Increment Interval
*Priority Increment
*Maximum Priority
*Notification Timestamp (when the push notification was initiated)

For more information, see {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackScenarios|anchor=CtciDelayed|display text=Click-to-Call-In (Delayed)}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Results tab
|anchor=results
|alignment=Vertical
|Media=
|image=
|structuredtext=Specify the variable that will hold the retrieved storage information if a match is found.

'''Example'''

[[file:des_click_to_call_in_match_results.png|400px]]
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

← Older revision	Revision as of 13:57, April 21, 2021
(No difference)

@@ Line 8: / Line 8: @@
 |Role=Administrator
 |Application=Designer
 |Section={{Section
 |alignment=Vertical
 |structuredtext=You can use this block to support the '''Click-to-Call-In Match''' feature. In a typical '''Click-to-Call-In Match''' scenario, a caller dials a contact center and provides some additional information during the Self Service phase, such as the reason why they are calling. They are then given a phone number to dial along with a special access code.
@@ Line 20: / Line 15: @@
 Depending on the matching criteria used, the match block then generates all combinations for the output as segmentation branches, where each segmentation has its own '''Navigation''' tab that specifies where to route the interaction.
 |Status=No
 }}{{Section
@@ Line 27: / Line 20: @@
 |anchor=Usingthisblock
 |alignment=Vertical
 |structuredtext=Typically, you would add a {{Link-SomewhereInThisManual|topic=UserInput|anchor=top|display text=User Input block}} ahead of this block to prompt the caller for their access code and specify the variable that will hold it. Then use the '''Click-to-Call-In Match''' block to specify the matching criteria and the variable that will hold the returned data, if a match is made.
@@ Line 34: / Line 25: @@
 If there are no matches, you can use the '''Navigation''' tab on the '''Nothing Matched''' block to go to a specified block, skipping the '''Call Data''' block.
 |Status=No
 }}{{Section
@@ Line 41: / Line 30: @@
 |anchor=MatchCriteriatab
 |alignment=Vertical
 |structuredtext=Use the settings on this tab to specify which criteria to compare to the original request. You must specify at least one item.
@@ Line 52: / Line 39: @@
 [[File:Des click to call in outcomes.png]]
 |Status=No
 }}{{Section
@@ Line 59: / Line 44: @@
 |anchor=routing_parameters
 |alignment=Vertical
 |structuredtext=For Click-to-Call-In {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackScenarios|anchor=CtciDelayed|display text=delayed scenarios}}, routing parameters are returned if there is a unique match. Use the settings on this tab to specify the variables that will hold the values for each parameter.
@@ Line 74: / Line 57: @@
 For more information, see {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=CallbackScenarios|anchor=CtciDelayed|display text=Click-to-Call-In (Delayed)}}.
 |Status=No
 }}{{Section
@@ Line 81: / Line 62: @@
 |anchor=results
 |alignment=Vertical
 |structuredtext=Specify the variable that will hold the retrieved storage information if a match is found.
@@ Line 88: / Line 67: @@
 [[file:des_click_to_call_in_match_results.png|400px]]
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Use this block to add Click-to-Call-In Match functionality to your application.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Designer

DES/Current/Designer/ClickToCall - Revision history

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/ClickToCall to DES/Current/Designer/ClickToCall: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

Bmarshall: Published

Bmarshall: Reverted edits by Bmarshall (talk) to last revision by WikiSysop

Bmarshall: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"