DES/Current/Designer/RouteCall - Revision history

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@@ Line 194: / Line 194: @@
 For more information about using ECMAScript in Designer, see {{Link-SomewhereInThisVersion|manual=Designer|topic=ECMAScript|display text=ECMAScript Expressions}}.
 {{AnchorDiv|greetings}}
 ===Greetings section===

@@ Line 45: / Line 45: @@
 ====Direct number routing (voice only)====
 Transfer a call to a number. You can use a variable to hold the number to use at runtime or add direct number elements. Specify the weight for each number and Designer displays and uses the percentage ranking based on the weightings.
-{{NoteFormat|Genesys recommends using '''Force route (voice only)''' instead of this option.}}
+{{NoteFormat|
-==== Force route (voice only) ====
+====Force route (voice only)====
-Force the call to route to a direct number. When using this routing type, Designer routes the call in a way that is similar to how an interaction is redirected by Route Point routing. When selected, you can specify the target as a ''literal'' value, or as a variable that holds a ''string'', ''number'', or ''object'' value.
+Force the call to route to a direct number. When selected, you can specify the target as a ''literal'' value, or as a variable that holds a ''string'', ''number'', or ''object'' value. When invoking an external transfer, use the following format: <code>phone number@.DN</code>
 {{NoteFormat|
@@ Line 69: / Line 71: @@
 ===Example===
 [[File:des_route_call_routing_02.png]]
 |Status=No
 }}{{Section
@@ Line 129: / Line 138: @@
 If you enable the other check box beside the field, you can select a variable for this option.
 |Status=No
 }}{{Section

@@ Line 47: / Line 47: @@
 Transfer a call to a number. You can use a variable to hold the number to use at runtime or add direct number elements. Specify the weight for each number and Designer displays and uses the percentage ranking based on the weightings.
 {{NoteFormat|Genesys recommends using '''Force route (voice only)''' instead of this option.}}
 Force the call to route to a direct number. When using this routing type, Designer routes the call in a way that is similar to how an interaction is redirected by Route Point routing. When selected, you can specify the target as a ''literal'' value, or as a variable that holds a ''string'', ''number'', or ''object'' value.
@@ Line 228: / Line 228: @@
 [[File:Des route advanced postapp.png|border]]
 |Status=No
 }}{{Section

@@ Line 182: / Line 182: @@
 * For routing types that have multiple targets (such as Agent Group or Agent), the script defined in '''Threshold Expression''' applies to all targets.}}
-For more information about using ECMAScripts in Designer, see [https://docs.genesys.com/Documentation/PSAAS/Public/Administrator/Variables#AssignVar Assigning values to variables].
+For more information about using ECMAScript in Designer, see {{Link-SomewhereInThisVersion|manual=Designer|topic=ECMAScript|display text=ECMAScript Expressions}}.
 {{AnchorDiv|greetings}}
 ===Greetings section===
@@ Line 208: / Line 208: @@
 This option allows certain special characters to be used in extensions, such as full stops (.), single quotes ('), double-quotes ("), and At signs (@).
-==== Add Extension Data   ====
+====Add Extension Data ====
 Click '''Add Extension Data''' to add an extension. The value type can be a string or integer.

@@ Line 205: / Line 205: @@
 ===Extensions section===
 Use this section to add an extension as a key-value pair to this block.
-The '''Use JSON format''' option allows certain special characters to be used in extensions, such as full stops (.), single quotes ('), double-quotes ("), and At signs (@).
+==== Add Extension Data   ====
 Click '''Add Extension Data''' to add an extension. The value type can be a string or integer.
 If you want to use a variable for the '''Key''' or '''Value''', select the '''Variable''' checkbox and then select a variable from the drop-down menu. If the '''Value''' is an integer, select the '''Integer''' checkbox.
-{{NoteFormat|You do not need to enclose extension values in quotes. However, if the quote is part of the value, you must escape the quote character by using a preceding backslash. For example:
+You do not need to enclose extension values in quotes. However, if the quote is part of the value, you must escape the quote character by using a preceding backslash. For example:
 *Incorrect: <tt>Joe's Pizza</tt>
-*Correct: <tt>Joe\'s Pizza</tt>}}
+*Correct: <tt>Joe\'s Pizza</tt>
 {{NoteFormat|Designer displays an error message if Extension Data is added, but the '''Key''' and '''Value''' settings are not defined.}}

@@ Line 21: / Line 21: @@
 Choose between the following routing options:
 ====Skill based routing with relaxing criteria====
-Routes the call to an agent that has the required skills. If selected, you can choose from the following options:
+Routes the interaction to an agent that has the required skills. If selected, you can choose from the following options:
 <ul>
 <li>'''Use system variables RoutingTarget / RoutingVirtualQueue set already in Menu Options''' - Use system variables that were set in a {{Link-SomewhereInThisManual|topic=MenuOption|anchor=|display text=Menu Option}} block.</li>
-<li>'''Specify Skills in this block''' - Specify one or more skills and a Virtual Queue to use to route this call. If you specified more than one skill, you can choose whether the routing engine considers any or all of the selected skills:
+<li>'''Specify Skills in this block''' - Specify one or more skills and a Virtual Queue to use to route this interaction. If you specified more than one skill, you can choose whether the routing engine considers any or all of the selected skills:
 <ul>
-<li>'''all skills''' - The application must use all of the selected skills to route the call.</li>
+<li>'''all skills''' - The application must use all of the selected skills to route the interaction.</li>
-<li>'''any skill''' - The application can use any of the selected skills to route the call.</li>
+<li>'''any skill''' - The application can use any of the selected skills to route the interaction.</li>
 </ul>
-{{NoteFormat|This option uses the skill level specified in the '''Use Skill Proficiency level''' setting (documented below). For example, if you set an initial skill level of <tt>8</tt>, Designer only routes the call to agents with the specified skills that have a level of <tt>8</tt> or greater. You cannot set an individual level for each specified skill.}}</li>
+{{NoteFormat|This option uses the skill level specified in the '''Use Skill Proficiency level''' setting (documented below). For example, if you set an initial skill level of <tt>8</tt>, Designer only routes the interaction to agents with the specified skills that have a level of <tt>8</tt> or greater. You cannot set an individual level for each specified skill.|}}</li>
-<li>'''Use Skill Proficiency level''' - Enter a Skill level. The call is routed to an agent that has a skill level equal to or higher to the value you provide. If you enable '''Reduce skill requirements''', the required skill level is gradually decremented by a specified skill level, until it reaches the specified minimum skill level. This option allows you to expand the group of agents that can receive this call if other agents are busy.</li>
+<li>'''Use Skill Proficiency level''' - Enter a Skill level. The interaction is routed to an agent that has a skill level equal to or higher to the value you provide. If you enable '''Reduce skill requirements''', the required skill level is gradually decremented by a specified skill level, until it reaches the specified minimum skill level. This option allows you to expand the group of agents that can receive this interaction if other agents are busy.</li>
 </ul>
@@ Line 36: / Line 36: @@
 Enter a skill expression in the '''Skill Expression''' tab, or click the drop-down menu to select a variable that specifies a skill expression.
 ====Agent Group routing====
-Route the call to a specific Agent Group or a variable that holds the name of an Agent Group at runtime.
+Route the interaction to a specific Agent Group or a variable that holds the name of an Agent Group at runtime.
 ====Agent routing====
-Route the call to agents by using a variable that holds the ID of an agent at runtime. You must use the following format: <tt>''agentid''@''optional_statserver''.A</tt>. <br>Example: <tt>1001@StatServer.A</tt>.
+Route the interaction to agents by using a variable that holds the ID of an agent at runtime. You must use the following format: <tt>''agentid''@''optional_statserver''.A</tt>. <br>Example: <tt>1001@StatServer.A</tt>.
 ====Campaign Group routing====
-Route the call to a specific Campaign Group or a variable that holds the name of a Campaign Group at runtime.
+Route the interaction to a specific Campaign Group or a variable that holds the name of a Campaign Group at runtime.
 ====Route to another Application====
-Transfer the interaction to the selected application. You can then specify a Phone Number (or the variable containing the Routing Point name) that is associated with the target application.
+Transfer the interaction to another application. If you select this option, you must first select the target '''Application'''. You can then select a '''Phone Number''' that is associated with the target application, or a variable that contains the name of a '''Route Point'''. If you select a variable, Designer obtains the '''Route Point''' from its value, but still requires that a target '''Application''' be selected. This is to accommodate chat interactions for applications that are {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationSettings|anchor=digital|display text=enabled for omni-channel support}}, even if the application is not yet enabled for this capability.
 ====Direct number routing (voice only)====
 Transfer a call to a number. You can use a variable to hold the number to use at runtime or add direct number elements. Specify the weight for each number and Designer displays and uses the percentage ranking based on the weightings.
 {{NoteFormat|Genesys recommends using '''Force route (voice only)''' instead of this option.}}
-<br />
+<br />Force route (voice only)
-====Force route (voice only)====
 Force the call to route to a direct number. When using this routing type, Designer routes the call in a way that is similar to how an interaction is redirected by Route Point routing. When selected, you can specify the target as a ''literal'' value, or as a variable that holds a ''string'', ''number'', or ''object'' value.
@@ Line 204: / Line 204: @@
 {{AnchorDiv|extensions}}
 ===Extensions section===
-Click '''Add Extension Data''' to add an extension as a key-value pair to this block. The value type can be a string or integer.
+Use this section to add an extension as a key-value pair to this block.
 If you want to use a variable for the '''Key''' or '''Value''', select the '''Variable''' checkbox and then select a variable from the drop-down menu. If the '''Value''' is an integer, select the '''Integer''' checkbox.

@@ Line 99: / Line 99: @@
 {{NoteFormat|
-* When routing chat interactions, Designer waits for 100 milliseconds before starting busy treatments for chats (i.e. in-queue messages). This significantly improves the accuracy of Estimated Wait Time (EWT) and Position in Queue (PIQ) values that these messages typically communicate to waiting customers, but may also result in the application not sending busy treatment chat messages if routing completes almost immediately (i.e. within 100 ms).
+* When routing chat interactions, Designer waits for 100 milliseconds before starting busy treatments for chats (i.e. in-queue messages). This significantly improves the accuracy of Estimated Wait Time (EWT) and Position in Queue (PIQ) values that are typically used by these messages when providing updates to customers, but may also result in the application not sending busy treatment chat messages if routing completes almost immediately (i.e. within 100 ms).
 * After a busy treatment has been executed at least 10 times, Designer exits the '''Route Call''' block and moves to the next block if the average duration of the treatment is less than 1000 ms (for example, due to a missing audio file). (However, this does not apply if the '''Force Route'''  option is selected.)|}}

@@ Line 96: / Line 96: @@
 *{{Link-SomewhereInThisManual|topic=Blocks|anchor=treatments|display text=Learn more about busy treatments}}
-If your application supports digital interactions, you can use the '''Wait''' setting to specify the number of seconds that will elapse between each treatment iteration (this setting is ignored for voice interactions).{{NoteFormat|After a busy treatment has been executed at least 10 times, Designer exits the '''Route Call''' block and moves to the next block if the average duration of the treatment is less than 1000 ms (for example, due to a missing audio file). (However, this does not apply if the '''Force Route'''  option is selected.)}}
+If your application supports digital interactions, you can use the '''Wait''' setting to specify the number of seconds that will elapse between each treatment iteration (this setting is ignored for voice interactions).
 ===Message===

@@ Line 150: / Line 150: @@
 You can watch this video to see a short demonstration of how to set this up.
-{{Video|id=260131385}}
+{{Video|id=260131385|Description=Using cascaded routing to prioritize routing}}
 You might also want to modify skill relaxing settings to run faster on routing blocks that target local agents.|2}}