Section II – Functional Modules > Queue Interface > Routing Rules         Bottom of Page
Genesys 8.1
SCXML Technical Reference
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Routing Rules

Currently, Universal Routing Server supports the use of routing rules which are stored in Configuration Server. These are really not rules, but routing profiles which define a unique set of attributes and child elements for a <submit> element. An application can use the <submit> src attribute for using routing rules. The <submit> "src" attribute contains a URL which is used to reference an external source containing the definition of the <submit> element. The source must contain a complete definition that matches the <submit> element and child element schema. This source definition will replace the entire <submit> element in the application at load time. The exact treatment of the source depends on the format of the URL. These routing rule definitions can come from two sources:

For details, see the <submit> section. The following are the properties for each routing rule and how they map to the <submit> attributes and child elements:

Routing Rule

Routing Rule Property

Queue Functional Module Interface equivalent

LoadBalancing

VQ name

<submit> queue attribute

List of ACDQeueue data (switch and name)

<targets> and <target> or <targetid>

Percentage

 

<submit> ordertype attribute ="percentage"

VQ name

<submit> queue attribute

Type of targets

<targets> type attribute

List of targets and percentages

<targets> <target> (name and weight attributes)

Busy treatment data

<runtreatments> and all child elements

Service Level

 

<submit> ordertype attribute = "min" or "max"

VQ name

<submit> queue attribute

Statserver name

<targets> <target> statserver attribute

Statistic name

<submit> orderstat attribute

Skills to use and their skill levels

<target> skillexpr attribute

Service Factor data (distribute X percent of interaction in Y seconds)

Not supported through an attribute or child element but can be supported through <submit> src attribute and the gdata scheme.

Busy treatment data

<runtreatments> and all child elements

Importance

Not supported through an attribute or child element but can be supported through <submit> src attribute and the gdata scheme.

Statistics

 

<submit> ordertype attribute = "min" or "max"

VQ name

<submit> queue attribute

Statserver name

<targets> <target> statserver attribute

Statistic name

<submit> orderstat attribute

Type of targets

<targets> type attribute

List of target names

<targets> <target> or <targetid>

Busy treatment data

<runtreatments> and all child elements

Workforce

VQ name

<submit> queue attribute

Schedule data (activity name, cut off time)

<activity>

Busy treatment data

<runtreatments> and all child elements




Section II – Functional Modules > Queue Interface > Routing Rules         Top of Page
Genesys 8.1
SCXML Technical Reference
< Skill Expressions            Object Model >