Manage applications

View the Applications list

Add an application

Creating rules

Setting the default application

Edit an application

Delete an application

Applications refers here to a set of scripts created using Designer that define a call flow. You can define multiple call flow applications. One of these applications is selected for each call.

Before running a script, CCaaS applies a set of rules to determine which application to use. The rules are checked in the order in which they appear in CCaaS Admin, that is, in creation order. The first application whose rule evaluates to True is selected. If no rule evaluates to True, then CCaaS runs the default application.

The call preserves the last selected application ID that was used. However, this application ID is not preserved when an email or voicemail call is deferred or transferred to system (TTS). If the entry point for TTS has a configured application ID, then this application ID is preserved instead.

These rules use call parameters to determine which application to run. For voice calls, DNIS is used. For chat calls, the calling user URL is used, and for messaging calls the email folder name is used.

View the Applications list

  1. On the navigation pane, click Routing.
  2. Click the Applications tab. The Applications list appears. For navigation information, see List view and How to search. For column descriptions, see Add an application.

Add an application

  1. On the Applications page, click Add. The New Application dialog appears.
  2. Enter the following information:
  • Application name (required) — the name of the application.
  • Description — a description of the application and its use.
  • URL (required) — the URL where the Designer XML scripts are published.
  • Rule (required) — the rule to determine whether to select the application. See Creating rules below.
  1. Click OK.

Creating rules

Rules are used to determine which application (script) is run when a call arrives in the contact center. A rule consists of a compilable VB script.

To select the application based on the call’s media type, use one of the following logical comparison statements:

  • MEDIATYPE=CALLBACK
  • MEDIATYPE=VOICEMAIL
  • MEDIATYPE=EMAIL
  • MEDIATYPE=VOIP
  • MEDIATYPE=CHAT

Below are some examples of rules.

DNIS = 6319404200 AND Now > CDate(""8/4/2017 6:54:10 PM""), CDate is a date constant.

CDate(""6:54:10 AM"") < Time And Time < CDate(""6:54:10 PM"")

Date > CDate(""8/4/2017"")

DNIS = 631* AND Date > CDate(""8/4/2017"")

When creating rules:

  • DNIS must be used if you want to specify DNIS.
  • DNIS is not supported when media type is CallBack or VoiceMail.
  • MAILFOLDER represents the last ACD folder name.
  • MAILFOLDEREMAIL represents the last ACD folder email address.
  • MAILFOLDER and MAILFOLDEREMAIL in the same rule are not supported.
  • Now means current date and time.
  • Time represents the current time.
  • Date represents the current date.
  • CDate must have double quotation marks ("") on both sides of the rule.

For email messages rules, instead of DNIS specify MAILFOLDER.

MAILFOLDER = foldername And Date > CDate(""8/4/2017"")

For chat call rules, the Application Name can be specified on the web caller while making a chat call. If an Application Name is supplied in the web caller, and it matches one of the defined Application Names, that application (script) is run even though Application Rule doesn't evaluate to TRUE.

Note

  • Wildcard matching is supported.
  • If you want exceptions to run alternate scripts and everything else to run the default application, then the default application must be added last in CCaaS Admin since rules are processed in the order of creation. The default application is run if no other application rule evaluates to True.

Set the default application

  • On the navigation pane, click Home page. The Tenant Properties dialog appears.
  • Click the Others tab.
  • In Default application, select the application.
  • Click Save changes.

Edit an application

  1. On the Applications page, click the item to edit. The Application: [Name] dialog appears.
  2. Edit the information. For details, see Add an application.
  3. Click OK.

Delete an application

  1. On the Applications page, select the item/s to delete.
  2. Click Delete and then confirm the deletion.