Acknowledgement in Multimedia strategies

[catanirex]

Hi,

I'm trying to send acknowledgements from the strategy after x hours. Instead of picking the standard response from the list in the acknowledge object, I want to use the option where you can set the name as u-data earlier in the strategy.

Does anybody know what the name of the u-data key should be? And how to set correct name of the standard response in the value?

I'm using 7.5. Any help would help!

[René]

Hi,

The keys (CategoryId, SRLId, CtgId) you're looking for are described in Genesys Universal Routing Reference Manual, see description for the object "Acknowledgement". It won't be easy to fill these keys with correct values because you need to know the ids. The name of Standard Response isn't an unique identifier so it's necessary to use StandardResponseId.

If you know id of Standard Response, you want to send out, then it's possible to call ESJ using the object "External Service" instead of the object "Acknowledgement". It allows you to specify all required parameters manually including id of Standard Response. I'm using it and it works well. Let me know if you're interested in details.

René

[catanirex]

Hi René,

I'm interested in the details about using External Service. :-)
Many thanx in advance!

[René]

Hi Catanirex,

Sorry for delayed reply. Hope you're still interested in

Genesys Email Server Java belongs to a group of so called media servers. These servers represent a gateway between Genesys Multimedia (Interaction Server) and other world (emails, work items etc.). IxnServer uses ESP protocol (External Service Protocol) for communication with media servers.

Genesys delivers some of media servers - Genesys Email Server Java (ESJ), Genesys Chat Server - as part of Multimedia solutions. And IRD comes with objects supporting directly methods exposed by these media servers so it's easier to use these method. But it isn't the only way and you can call these media servers directly using ESP protocol that is "encapsulated" in the IRD object "External Service".

Genesys doesn't provide any documentation (or I haven't found it) to the methods exposed by ESJ so the only way how to find the parameters is log of URS. As I've written in my last post I'm calling ESJ method "ACK" directly because I need to dynamically set the standard response used as an acknowledgement.

How to do it?

1. Use IRD object "External Service" in your strategy
2. Fill the required parameters
    Application Server: [b]EmailServer[/b]
    Application Name: [i]name of your Genesys ESJ application in CME[/i]
    Service: [b]Email[/b]
    Method: [b]ACK[/b]
3. Fill the required parameters (most are self-explaining).
    SrlId: [i]id of standard response used as template for acknowledgement[/i]
    Queue: [i]output queue for prepared ack[/i]
    InclOriginMsg: [i]include original message - true/false[/i]
    DoNotThread: [i]do not thread - true/false[/i]
    ReplyMode: [i]not sure about the meaning - 1=Reply,2=ReplyAll[/i]
    CustomizedSubject: [i]text of customized subject[/i]
    OrigEmailFromInTo: [i]orig From -> ack To[/i]
    OrigEmailToAllInTo: [i]orig To (all) -> ack To[/i]
    OrigEmailToPopInFrom: [i]orig To (Pop client) -> ack From[/i]
    OrigEmailCcInCc: [i]orig Cc -> ack Cc[/i]
    UseSRLSubject: [i]use subject from SRL - true/false[/i]
    CustomizedFrom: [i]text of customized from[/i]
4. Compile your strategy and test it.

Hope it helps you.
R.

[rajee]

@Rene: Thanks a ton for your help