UCS

[Lucy]

Hi,
   Can someone pls explain me the following
1. purpose of UCS in multimedia interactions ? Also tell me how he interaction goes thru UCS.
2. How interaction server is linked to Business process and how th flow shud be ?

[mhsrinivasan]

[quote author=Lucy link=topic=4320.msg19209#msg19209 date=1245059229]
1. purpose of UCS in multimedia interactions ? Also tell me how he interaction goes thru UCS.
[/quote]

Let me take the example of Email Interaction, Whenever a customer is sending the Email, Genesys Email Server is going to create a new Interaction, and insert the contents in UCS with the same InteractionID. And then it is going to place on the Queue for Routing.

UCS can solve the purpose for Separating the actual content in Routing and making the History of Messages. For Example, We can group several email for a particular case. Also, We can get the history of Interactions from the specific Customer.

For your second Question, After creating the Interaction, Using Interaction Server we can place the interaction on a Particular Queue, from where the Interaction goes to the Strategy. Inbound strategy can be routing the interaction to an AgentGroup, whereas Outbound Strategy can be used to place the Interaction for QA Processing and then sent to Customer.

[Lucy]

Hi Srini,
      For your response to my second question, could you pls explain how from interaction server the call goes to the queue which we explained in Business process. I dont see any connections between them. Kindly explain this.

[mhsrinivasan]

Sorry it was related with Platform SDK Programming, We can place an interaction in a Queue using that.

[René]

Lucy

[quote]1. purpose of UCS in multimedia interactions ? Also tell me how he interaction goes thru UCS.[/quote]

Universal Contact Server is component responsible for storing interaction's content and details into database (Universal Contact Database). UCS provides set of functions that allows to search for interaction, see interaction belonging to particular contact (contact's history) etc. Standard responses are stored in UCS database as well.

Interaction doesn't go through UCS but is stored to it. Typical call flow for incoming email interaction:

1. New email is retrieved by Genesys Email Server Java (ESJ)
2. ESJ parsers the email and call UCS to stored email's content and details (from address, subject etc.) to UCS database
3. UCS return to ESJ unique interaction identifier
4. ESJ submits email to Interaction Server providing email's details and unique identified of email stored in UCS
...

[quote]2. How interaction server is linked to Business process and how th flow shud be ?[/quote]

Business processes are logical objects in Genesys Configuration allowing you to put together Interaction Queue and Routing Strategies that provide logically related functionality.

Basic call flow of multimedia interaction is: Interaction Queue --> View --> Routing Strategy ---> Agent / IxnQueue / Stop

1. Interaction is put into particular Interaction Queue (IxnQueue)
2. That IxnQueue is connected to some Routing Strategy via View
3. Routing Strategy is executed for that interaction
4. Based on the routing strategy the interaction could be:
    - routed to an agent
    - moved to another IxnQueue
    - stopped
    - etc.

R.

[Lucy]

Hi Guys,
          Thanks for your reply... I got wht you are tying to say .But i need more clarity on this. My question is

In CME nowhere we defined about ABC char business process [the BP which i am using] and only the following is defined

Chat server - > endpoints -> default --> chat inbound queue

When an interaction comes the chat server will  pass the interaction to Interaction server. How will interaction server identify the correct business process and put it into the particular queue.

Whatif if i have one more business process having a queue named chat inbound queue??

Kindly clarify this...


Thanks in advance....

[YevgeniyP]

Queue have "decorated" name and "system" name. You can't have two queues with the same system name. In IRD you see decorated name, while in reality MediaServer (or any other client) uses system name to submit interaction...
In IRD you can see system name in queue property view.

[Mike]

can we change the primary key in UCS DB. By default wht wil be the primary key?

[René]

[quote]can we change the primary key in UCS DB.[/quote]

No.

[quote]By default wht wil be the primary key?[/quote]

For what table? Usually it is column called "id" that holds interaction's unique id.

R.