Difference between revisions of "DES/Current/Designer/ApplicationsBar"

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|Standalone=No
 
|Standalone=No
 
|DisplayName=Applications
 
|DisplayName=Applications
|TocName=Applications
+
|TocName=Managing applications
 
|Context=Create new applications and make changes to existing ones.
 
|Context=Create new applications and make changes to existing ones.
 
|ComingSoon=No
 
|ComingSoon=No
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|Section={{Section
 
|Section={{Section
 
|alignment=Vertical
 
|alignment=Vertical
|structuredtext=Go to the '''Applications''' page to manage your applications. From here, you can create new applications and make changes to existing ones.
+
|structuredtext=From the '''Applications''' page, you can create new applications and manage existing ones.
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Application types
 +
|anchor=apptypes
 +
|alignment=Vertical
 +
|structuredtext=Designer has three primary application types:
 +
 
 +
===Default===
 +
These applications support Interactive Voice Response (IVR) and voice call routing. They also support chat if the {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationSettings|anchor=digital|display text=omnichannel option}} is enabled in the application settings.{{NoteFormat|When a Default type application is enabled for omnichannel, it can handle voice, chat, and SMS interactions. However, note that the '''Menu''' block does not support SMS media.|}}
 +
===Digital===
 +
This application type supports digital interactions only, such as email and open media (no voice calls).
 +
 
 +
===Callback===
 +
This application type is used for setting up outbound {{Link-SomewhereInThisManual|topic=CallbackBlocks|anchor=top|display text=callbacks}} (voice calls only). Digital interactions are not supported. For more information about using Callback with Designer, see {{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=ProvisionCallback}} in the ''{{Link-AnywhereElse|product=PEC-CAB|version=Current|manual=Administrator|topic=GES|display text=Callback Administrator's Guide}}''.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
 
|sectionHeading=Creating a new application
 
|sectionHeading=Creating a new application
 
|anchor=appcreate
 
|anchor=appcreate
|alignment=Horizontal
+
|alignment=Vertical
|Media=Image
+
|structuredtext=To create a new application, click '''Add Application'''.  
|image=Des_add_new_application.png
 
|structuredtext=To create a new application, click '''Add Application'''. Enter a '''Name''' and select a '''Type''':
 
  
*'''Default'''
+
[[File:Des_add_new_application.png]]
*:Select this type to create an application that supports Interactive Voice Response (IVR) and voice call routing. If you {{Link-SomewhereInThisManual|topic=ApplicationsBar|anchor=Digital_tab|display text=enable omnichannel support}}, it can also support chat interactions.
 
  
*'''Digital'''
+
Enter a '''Name''' for the application and select the {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationsBar|anchor=apptypes|display text=Type}} of application you want to create.  
*:Select this type if the application is only going to handle digital interactions, such as chat and/or email (no voice calls).
 
  
*'''Callback'''
+
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. To learn more about how to build applications using the blocks in Designer, see {{Link-SomewhereInThisVersion|manual=Designer|topic=Blocks}}.
*:Select this type if the application is only going to be used for outbound {{Link-SomewhereInThisManual|topic=CallbackBlocks|anchor=top|display text=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.
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
Line 79: Line 86:
 
|anchor=apphistory
 
|anchor=apphistory
 
|alignment=Vertical
 
|alignment=Vertical
|structuredtext=Click [[File:des_app_history_icon.png]] '''Application History''' to see a list of historical events for the application, such as each time it was viewed, edited, or published.
+
|structuredtext=Click [[File:des_app_history_icon.png]] '''Application History''' to see a list of historical events for the application, such as each time it was viewed, edited, or published. You can then drill-down into each event to review its audit details. For more information, see {{Link-SomewhereInThisVersion|manual=Designer|topic=Resources|anchor=history|display text=History View}}.
 
 
[[File:Des view app history.png]]
 
 
 
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:
 
 
 
[[File:Des view app history audit.png]]
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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|anchor=manage_builds
 
|anchor=manage_builds
 
|alignment=Horizontal
 
|alignment=Horizontal
|Media=GIF
+
|Media=Image
|image=des_manage_builds_example.gif
+
|image=des_manage_builds_01.png
 
|structuredtext=Click [[file:des_gear_icon.png]] '''Manage Builds''' to manage the application builds that are available for the application.  
 
|structuredtext=Click [[file:des_gear_icon.png]] '''Manage Builds''' to manage the application builds that are available for the application.  
  
All builds are initially enabled by default. To disable a build, deselect it.  
+
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.
+
To view the application flow for a build, click the '''View Build''' icon under the '''Actions''' column. This displays the application flow as it existed when the build was generated (in read-only mode).
 +
 
 +
To delete a build, you must first disable it. This reveals a trash icon under the '''Actions''' column that you can click to delete the build.  
  
 
For more information about builds, see {{Link-SomewhereInThisVersion|manual=Designer|topic=AppStruc|anchor=appBuilds|display text=Application builds}}.
 
For more information about builds, see {{Link-SomewhereInThisVersion|manual=Designer|topic=AppStruc|anchor=appBuilds|display text=Application builds}}.
Line 119: Line 118:
 
|structuredtext=Click '''Manage''' in the '''Phone Number''' column to select and assign a phone number(s) to the application.  
 
|structuredtext=Click '''Manage''' in the '''Phone Number''' column to select and assign a phone number(s) to the application.  
  
'''Tips'''
+
When assigning a phone number:
  
 
*You cannot assign a phone number to '''IVR''' type applications.
 
*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 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:
+
*You might see a warning symbol beside a phone number that is assigned to your application. This warning symbol can indicate:
**The phone number was not assigned by using Designer.
+
**The phone number was not assigned in Designer.
 
**The application was updated but the changes were not published.
 
**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.
+
*: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.<br />
+
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.<br />
 
|structuredtextwide={{AnchorDiv|batchassign}}  
 
|structuredtextwide={{AnchorDiv|batchassign}}  
 
===Batch Assign===
 
===Batch Assign===
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.
+
What if 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:
 
Here's how it works:
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Click '''OK''' to close the transfer results window and return to the application properties.
 
Click '''OK''' to close the transfer results window and return to the application properties.
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Manage Mail Boxes
 +
|anchor=mailboxes
 +
|alignment=Horizontal
 +
|Media=Image
 +
|image=Des_application_manage_mail_boxes.png
 +
|AltText=Manage Mail Boxes for Designer digital applications
 +
|structuredtext=Click '''Manage''' in the '''Mail Boxes''' column to select and assign a mail box to the application.
 +
 +
*This option is available for '''Digital''' type applications only.
 +
*The mail box is assigned only to the application stream for which it was selected.
 +
*Mail Boxes are managed and configured in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Email_addresses_and_mailboxes|display text=Agent Setup}}. For more information, contact your Genesys representative.
 +
 +
<br />
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Manage Open Media endpoints
 +
|anchor=manage_om_endpoint
 +
|alignment=Horizontal
 +
|Media=Image
 +
|image=Des_manage_open_media.png
 +
|AltText=Selecting an Open Media endpoint for a Digital application.
 +
|structuredtext=Click '''Manage''' under '''Open Media''' to select and assign an Open Media endpoint to the application. 
 +
 +
When assigning an Open Media endpoint: 
 +
 +
*This option is available for '''Digital''' type applications only.
 +
*The endpoint is assigned only to the application stream for which it was selected.
 +
*Open Media endpoints are managed and configured in '''Agent Setup'''. For more information, contact your Genesys representative.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
Line 190: Line 217:
 
|Media=Image
 
|Media=Image
 
|image=des_assign_eservice_endpoint.png
 
|image=des_assign_eservice_endpoint.png
|structuredtext=Click [[file:des_gear_icon.png]] '''Manage Chat Endpoint''' to assign a chat endpoint to the application.  
+
|structuredtext=Click [[File:des_gear_icon.png]] '''Manage''' '''Chat Endpoints''' column to assign a chat endpoint to the application.
  
Note that the endpoint is assigned to each of the application streams, with a naming extension that corresponds to the stream.
+
When assigning a chat endpoint:  
 
 
Some tips:
 
  
 +
*You can only assign digital endpoints in '''Default''' type applications that are enabled for '''omni-channel support''' (see the {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationSettings|anchor=digital|display text=digital}} tab in {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationSettings}}).
 
*Enter a name that is unique across all applications.
 
*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'').
 
*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).
+
*Use alphanumeric characters only. Avoid using spaces or special characters (underscores are ok).
 +
*The selected endpoint is assigned to each of the application streams, with a naming extension that corresponds to the stream. For example, <''ChatEndpoint>''_dev, ''<ChatEndpoint>''_qa, and so on.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
|sectionHeading=Manage OpenMedia Endpoints
+
|sectionHeading=Manage Digital Endpoints
|anchor=manage_om_endpoint}
+
|anchor=manage_digital_endpoints
 
|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
|image=des_assign_openmedia_endpoint.png
+
|image=Des_application_manage_digital_endpoints.png
|structuredtext=Click [[file:des_gear_icon.png]] '''Manage OpenMedia Endpoint''' to select and assign an OpenMedia endpoint to the application.   
+
|AltText=Click Manage to assign a Digital Endpoint to the application.
 +
|structuredtext=Click '''Manage''' in the '''Digital Endpoints''' column to select and assign a digital endpoint to an application stream. Digital endpoints include platforms such as Facebook, Twitter, SMS, and WhatsApp.   
  
OpenMedia endpoints are managed and configured using Agent Setup (contact your Genesys representative for more information).  
+
When assigning a digital endpoint:  
  
{{NoteFormat|This option is only available for digital application types.}}
+
*You can only assign digital endpoints in '''Default''' type applications that are enabled for '''omni-channel support''' (see the {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationSettings|anchor=digital|display text=digital}} tab in {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationSettings}}).
 +
*The endpoint is assigned only to the application stream for which it was selected.
 +
*Digital endpoints are managed and configured outside of Designer. For more information, contact your Genesys representative.
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
Line 219: Line 249:
  
 
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
 
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
|Status=No
 
}}{{Section
 
|sectionHeading=Managing Application Settings
 
|anchor=appsettings
 
|alignment=Vertical
 
|structuredtext=When an application is open for editing, you can click [[file:des_gear_icon.png]] '''Settings''' to access its settings.
 
 
[[file:des_application_settings_launch.gif]]
 
 
===General tab===
 
 
*'''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 {{Link-SomewhereInThisManual|topic=ApplicationsBar|anchor=Caching_tab|display text=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 tab===
 
 
*'''Media Resource Collection''' - Select the Media Collection that this application will use. See the {{Link-SomewhereInThisManual|topic=MediaResources|anchor=top|display text=Media Resources}} page for more information.
 
 
===Reporting tab===
 
 
*'''Milestone Path Prefix''' - Specify a prefix to use with this application's {{Link-SomewhereInThisManual|topic=Milestone|anchor=top|display text=milestone}} paths.
 
 
===DTMF Options===
 
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 {{Link-SomewhereInThisManual|topic=PlayMessage|anchor=top|display text=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.
 
 
{{NoteFormat|
 
*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 {{Link-SomewhereInThisManual|topic=SharedModulesBar|anchor=top|display text=shared modules}}.}}
 
 
===Speech Recognition tab===
 
Configure settings for speech recognition (ASR). See the {{Link-SomewhereInThisManual|topic=UserInput|anchor=top|display text=User Input block}} page for more information.
 
 
===Global Retry tab===
 
Configure global settings for menu retries. See the {{Link-SomewhereInThisManual|topic=Menu|anchor=top|display text=Menu block}} page for more information.
 
 
===Digital tab===
 
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.
 
 
{{NoteFormat|If '''Continue processing when the customer leaves''' is not enabled, Designer will terminate the chat session when the customer leaves and jump directly to the '''Finalize''' phase. This can interrupt any ongoing processing, including routing.}}
 
 
[[file:des_application_settings_digital.png]]
 
 
===Predictive Routing tab===
 
Select this option to enable support for predictive routing (as required for the {{Link-SomewhereInThisVersion|manual=Designer|topic=PredictiveRouting|display text=Predictive Routing block}}).
 
 
[[file:des_application_settings_predictive_routing.png]]
 
 
===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.
 
 
[[file:des_app_settings_contextual_data.png]]
 
 
{{NoteFormat|This option must be enabled if you are using the '''Last Called Agent''' option in the {{Link-SomewhereInThisVersion|manual=Designer|topic=RouteAgent|display text=Route agent block}}.}}
 
 
===Caching tab===
 
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
 
 
{{NoteFormat|Default values are set by Genesys for optimal performance. Although you can change these values, doing so might negatively impact application performance. Contact your Genesys representative for additional information that might apply to your environment.}}
 
 
===Misc tab===
 
{{AnchorDiv|pte}}
 
====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.
 
 
For more information, see {{Link-SomewhereInThisManual|topic=AppStruc|anchor=pte|display text=Parallel Test Environment (PTE)}} on the {{Link-SomewhereInThisManual|topic=AppStruc|anchor=top|display text=Application Workflow}} page.
 
 
====Tracing====
 
Enabling the '''Tracing''' option enables additional data to be collected while the application runs, which can later be used for debugging.
 
 
{{NoteFormat|This option should only be enabled when required, as it impacts application performance.}}
 
 
|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
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Click '''Reset''' to clear the playback details for the selected session.
 
Click '''Reset''' to clear the playback details for the selected session.
 
+
<!-- (Feature deprecated or changed)
 
===Variable tracing===
 
===Variable tracing===
 
Likewise, you can also select a specific variable to trace:
 
Likewise, you can also select a specific variable to trace:
Line 354: Line 295:
  
  
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.
+
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.
 +
-->
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Application settings
 +
|anchor=appsettings
 +
|alignment=Vertical
 +
|structuredtext=To view and manage the settings for an application, see {{Link-SomewhereInThisVersion|manual=Designer|topic=ApplicationSettings|display text=Application settings}}.
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 13:50, June 28, 2022

This topic is part of the manual Designer User's Guide for version Current of Designer.

Create new applications and make changes to existing ones.

Related documentation:

From the Applications page, you can create new applications and manage existing ones.

Application types

Designer has three primary application types:

Default

These applications support Interactive Voice Response (IVR) and voice call routing. They also support chat if the omnichannel option is enabled in the application settings.
Important
When a Default type application is enabled for omnichannel, it can handle voice, chat, and SMS interactions. However, note that the Menu block does not support SMS media.

Digital

This application type supports digital interactions only, such as email and open media (no voice calls).

Callback

This application type is used for setting up outbound callbacks (voice calls only). Digital interactions are not supported. For more information about using Callback with Designer, see Provisioning Callback in Designer in the Callback Administrator's Guide.

Creating a new application

To create a new application, click Add Application.

Des add new application.png

Enter a Name for the application and select the Type of application you want to create.

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. To learn more about how to build applications using the blocks in Designer, see Using the blocks.

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):

Des application properties 01.png

Edit the application name, description, or tags

Click the pencil icon to open the editing view.

Des application edit name.png

From the editing view, you can change the application name, description, or manage the tags associated with the application.

Des application properties edit.png

Tip
You can also view or make changes to the application name and description by clicking the application name when its flow is open for editing.

Change the status of an application stream

Use the sliders to change the status of an application stream to enabled or disabled.

To enable:

Des slider enabled.png

To disable:

Des slider disabled.png

Viewing application history

Click Des app history icon.png Application History to see a list of historical events for the application, such as each time it was viewed, edited, or published. You can then drill-down into each event to review its audit details. For more information, see History View.

Clone an application

Click Des clone icon.png 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.

Manage Builds

Click Des gear icon.png Manage Builds to manage the application builds that are available for the application.

All builds are initially enabled by default. To disable a build, deselect it.

To view the application flow for a build, click the View Build icon under the Actions column. This displays the application flow as it existed when the build was generated (in read-only mode).

To delete a build, you must first disable it. This reveals a trash icon under the Actions column that you can click 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.

When assigning a phone number:

  • 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 can indicate:
    • The phone number was not assigned in 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.

Batch Assign

What if 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. Des batch assign 01.png


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.

Des batch assign 02.png

You can monitor the progress as Designer assigns the phone numbers to the application:

Des batch assign 03.png

When the operation completes, Designer shows you which numbers were successfully assigned and which (if any) failed.

Des batch assign 04.png

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:

Des transfer 01.png

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:

Des transfer 02.png

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.

Des transfer 03.png

Click OK to close the transfer results window and return to the application properties.

Manage Mail Boxes

Manage Mail Boxes for Designer digital applications

Click Manage in the Mail Boxes column to select and assign a mail box to the application.

  • This option is available for Digital type applications only.
  • The mail box is assigned only to the application stream for which it was selected.
  • Mail Boxes are managed and configured in Agent Setup. For more information, contact your Genesys representative.

Manage Open Media endpoints

Selecting an Open Media endpoint for a Digital application.

Click Manage under Open Media to select and assign an Open Media endpoint to the application.

When assigning an Open Media endpoint:

  • This option is available for Digital type applications only.
  • The endpoint is assigned only to the application stream for which it was selected.
  • Open Media endpoints are managed and configured in Agent Setup. For more information, contact your Genesys representative.

Manage Chat Endpoints

Click Des gear icon.png Manage Chat Endpoints column to assign a chat endpoint to the application.

When assigning a chat endpoint:

  • You can only assign digital endpoints in Default type applications that are enabled for omni-channel support (see the digital tab in Application Settings).
  • 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 ok).
  • The selected endpoint is assigned to each of the application streams, with a naming extension that corresponds to the stream. For example, <ChatEndpoint>_dev, <ChatEndpoint>_qa, and so on.

Manage Digital Endpoints

Click Manage to assign a Digital Endpoint to the application.

Click Manage in the Digital Endpoints column to select and assign a digital endpoint to an application stream. Digital endpoints include platforms such as Facebook, Twitter, SMS, and WhatsApp.

When assigning a digital endpoint:

  • You can only assign digital endpoints in Default type applications that are enabled for omni-channel support (see the digital tab in Application Settings).
  • The endpoint is assigned only to the application stream for which it was selected.
  • Digital endpoints are managed and configured outside of Designer. For more information, contact your Genesys representative.

Disconnect Phone Numbers and Chat Endpoint

Click Des disconnect icon.png 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

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:


Des apps summary example seg.png


Filtering

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.

Session playback

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:


Des apps summary trace.gif


Click Reset to clear the playback details for the selected session.

Application settings

To view and manage the settings for an application, see Application settings.

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