Avaya Interaction Center Release 7.2 Workflow Designer User Guide

Transcription

1 Avaya Interaction Center Release 7.2 Workflow Designer User Guide Release 7.2 June 2009

2 2005 to 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the Avaya Support Web site: License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or limit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: Trademarks Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Support Web site:

3 Contents Preface Purpose Audience Related documents Chapter 1: Introduction Workflow types and samples Sample workflows System workflows Workflow Designer interactions Routing Engine Prompter Business rules Prerequisites Workflow terminology Chapter 2: About Workflow Designer Opening Workflow Designer Workflow Designer interface components Work Area Property Sheet Toolbars Using and customizing the Workflow Designer interface Moving interface elements Moving toolbars Customizing toolbars Setting the work mode Viewing recently used workflows and projects Using keyboard shortcuts Chapter 3: Palettes and standard blocks Displaying the Catalogue toolbar Viewing the Catalogue toolbar Hiding the Catalogue toolbar Additional documentation about standard blocks Common blocks Start block On Exit block Block palettes ADU palette Workflow Designer User Guide June

4 Contents Advocate palette Application palette Content Analysis palette Custom palette EDU palette palette General palette Prompter palette Routing palette Siebel palette Telephony palette Tools palette WebServices palette Chapter 4: Workflow fundamentals Workflow organization Planning workflows Purpose of the workflow Guidelines for planning a workflow Example: creating a simple workflow Creating a project Adding blocks Connecting blocks Reviewing block properties Modifying block properties Verifying the symbol dictionary Saving the workflow Verifying a workflow Building a workflow Specifying project settings Building a flowset Loading workflows in the Workflow server Changing workflow behavior Using layers in a workflow Adding layers to a workflow Hiding layers in a workflow Rearranging connection points Using the Bird s Eye Viewer Including file-based IC Scripts Workflow Designer User Guide June 2009

5 Contents Setting the value of the Includes property Adding the IC Script folder to the project directory Chapter 5: Advanced concepts Creating custom blocks Creating a Work Area icon Adding a block description Creating snap points Setting expert block properties Defining block functionality Adding properties Regenerating the block ID Creating the palette icon Customizing an existing block Locked catalog palettes Accessing a database from a workflow Cautions and tips for accessing a database Customizing workflows for database access Obtaining data for a workflow Saving data from a workflow Specifying a database network Configuring database access in a workflow Example: configuring database access Chapter 6: Block creation standards Block alarm settings Alarm name Alarm priority and description Rules for raising alarms Block properties Block property sheet Basic tab Advanced tab Block appearance Dimensions Colors Bitmaps Chapter 7: IC Script coding standards Finding block names Workflow Designer User Guide June

6 Contents IC Script header Property name references Debugging statements Determining the debugging mode Debug header Debug summary Detailed debug output Limiting debug output Exit code Error handling Server requests Sample code Using the IC Script Editor Editing an IC Script Validating an IC Script Appendix A: Troubleshooting Potential workflow issues Build errors Index Workflow Designer User Guide June 2009

7 Preface This section contains the following topics: Purpose on page 7 Audience on page 7 Related documents on page 7 Purpose This guide provides about Avaya Workflow Designer and how to use Workflow Designer to create and customize workflows for Avaya Interaction Center Release 7.2. Audience This guide is intended primarily for those who use Avaya Workflow Designer to create and customize workflows. Related documents This document provides introductory information regarding Workflow Designer and workflows. To learn more about the different workflows and the API methods used to customize workflows, consult the following documents: Avaya IC Workflow API Reference: This document is a reference for the IC Script extensions that are used for the Workflow server and Content Analyzer servers. Use these extensions to customize the basic functionality of these servers. Agent Script Workflow Reference: This document provides procedures, block definitions, and advanced conceptual information regarding the workflows that are used to assist agents in communicating with contacts. Use this document when you are creating Prompter workflows. Workflow Designer User Guide June

8 Preface Avaya IC Media Workflow Reference: This document provides procedures, block references, and advanced conceptual information for the workflows that are used for the following: Gathering and interpreting information about voice, , and chat contacts through contact routing workflows Applying business rules to determine the importance of a contact and assigning that contact to an appropriate agent through blender workflows Analyzing content and determining the most-appropriate agent to receive that through analysis workflows IC Business Advocate Configuration and Administration: This document provides procedures, block definitions, and advanced conceptual information for workflows that compare contact information and needs against available agents through Avaya IC Business Advocate workflows. Avaya IC for Siebel 8 Integration: This document provides procedures, block definitions, and advanced conceptual information for workflows that are used in an environment where Avaya IC and Siebel 8 are used in conjunction on agent desktops to enhance interacting with contacts and handling multiple contacts through different media. Avaya Agent Integration: This document provides information about how to integrate an agent script workflow with a Prompter client in Avaya Agent. 8 Workflow Designer User Guide June 2009

9 Chapter 1: Introduction A workflow is a series of connected blocks that performs various tasks for decision making and routing. Avaya Workflow Designer is a powerful, integrated development environment (IDE) that you can use to create, assemble, and customize workflows for Avaya Interaction Center (Avaya IC). With Avaya Workflow Designer, you can: Create the custom blocks in the same environment in which the blocks will be used in workflows. You do not need any external tools or block definition languages. Use the flowchart of the process as the script or workflow. You do not need to convert the flowchart. Use the Symbol Dictionary to maintain consistency among workflows created by different workflow designers. With the Symbol Dictionary, a predefined set of symbols determines the workflow properties. For example, the Symbol Dictionary ensures that field names remain constant in certain types of workflows. For more information, see About Workflow Designer on page 17. This section contains the following topics: Workflow types and samples on page 9 Workflow Designer interactions on page 12 Prerequisites on page 14 Workflow terminology on page 15 Workflow types and samples Different types of workflows address specific purposes. However, all workflows accomplish tasks through steps that you can define using Workflow Designer. This section includes the following topics: Sample workflows on page 10. System workflows on page 12. Workflow Designer User Guide June

10 Chapter 1: Introduction Sample workflows Workflow Designer includes several sets of sample workflows. These sample workflows do not include any site-specific information. Before you use the sample workflows in your Avaya IC system, you must modify the sample workflows or update the properties to match your contact center. Note: Note: You must compile and load the applicable sample workflows (or replacement custom workflows) to the database in Workflow Designer for your Avaya IC system to function properly. Workflow Designer includes the sample workflows discussed in the following topics: Contact Routing workflows on page 10. Analysis workflows on page 10. Blender workflows on page 11. Business Advocate workflows on page 11. Prompter workflows on page 11. Siebel workflows on page 11. Contact Routing workflows These workflows make routing decisions for contacts to determine where to route the contact. Contact Routing workflows interpret information about a voice, , or web contact. For example, a workflow can review entries made by a caller on an Interactive Voice Response Unit (IVR) or request information from the Electronic Data Unit (EDU for a contact) or from the database. For more information about the sample Contact Routing workflows, see Avaya IC Media Workflow Reference. Analysis workflows Extended Analysis workflows analyze the content of contacts, then route the contacts to agents with the appropriate skills or sends an auto-response to the customer. For more detailed information about the sample Analysis workflows, see Avaya IC Media Workflow Reference. 10 Workflow Designer User Guide June 2009

11 Workflow types and samples Blender workflows Blender workflows implement business rules to match the requests, history, and value of each contact with the skills, current workload, availability, and status of agents in a multi-media contact center to ensure appropriate routing. For more detailed information about the sample blender workflows, see Avaya IC Media Workflow Reference. Business Advocate workflows Business Advocate workflows determine how Business Advocate matches contacts with agents, then delivers the contacts to the selected agents. For more information about Business Advocate for Avaya IC, see IC Business Advocate Configuration and Administration. For more detailed information about the Business Advocate workflows, see Avaya IC Media Workflow Reference. Prompter workflows Prompter workflows are agent script workflows that can improve the quality of agent interaction with customers. A Prompter workflow provides an HTML-based script for an agent to follow while talking to customers. These HTML-based scripts provide relevant and appropriate questions, answers, and information to the agent. Prompter workflows also collect information for agents and then save that information to the database. For more detailed information about the sample Prompter workflow, see Agent Script Workflow Reference. Siebel workflows Siebel workflows integrate Avaya IC systems with a Siebel application. These workflows are only available in an environment where Avaya IC and Siebel 8 have been installed and configured. Some of these sample workflows have the same names as other workflows. However, in the Siebel workflows, some blocks have different functions to accommodate the specific needs of a Siebel integration. For more detailed information about the sample Siebel workflows, see Avaya IC for Siebel 8 Integration. Workflow Designer User Guide June

12 Chapter 1: Introduction System workflows System workflows provide functions to search agents and transfer contacts. When you configure the Avaya IC databases, you also add seed data to certain fields. The seed data includes the pre-compiled system workflows.! CAUTION: CAUTION: Do not modify the system workflows. Modifying these workflows can make your Avaya IC system functions incorrectly. The system workflows are: Sys_AgentSearch: Required for all Avaya IC systems. Sys_Transfer: Required for all Avaya IC systems. WebRouting: Required for all Avaya IC systems that include Telephony, Management, or Web Management. WebCenter: Required for all Avaya IC systems that include Web Management. advocate.update_qualifiersetids: Required for all Avaya IC systems that include Business Advocate. Workflow Designer interactions There are several aspects involved in the creation and execution of workflows. This section defines these aspects and provides the requirements for each one: Routing Engine on page 13 Prompter on page 13 Business rules on page Workflow Designer User Guide June 2009

13 Workflow Designer interactions Routing Engine You can use the Routing Engine to customize the routing of a contact to agents. The Routing Engine uses Contact Routing workflows and advanced Analysis workflows to handle and route voice, , and chat contacts. When a voice, , or chat contact arrives in your contact center, your goal is to quickly route the contact to the most appropriate resource. A Contact Routing workflow determines that route. A Contact Routing workflow can determine the best route for a contact in several ways. For example, a Contact Routing workflow can access the entries made by a caller on an Interactive Voice Response unit (IVR), or the Contact Routing workflow can request database information about the customer. The Contact Routing workflow interprets the IVR or database information based on business rules that you set in the workflow. Then, the workflow uses the interpretation to route the contact. The Routing Engine requires the following components: Workflow Designer to create the routing workflows Workflow server to execute the routing workflows For more information, see Avaya IC Media Workflow Reference. Prompter Prompter gives contact center agents immediate online access to agent scripts that assist them to collect customer and contact information through surveys and checklists, then saves that information in a database. When contact center agents interact with a customer, Agent Script workflows can ensure that the agents collect or provide the customer with appropriate and up-to-date information. For example, a script with pre-set questions and answers can help an agent efficiently gather useful information about the customer and the customer needs. The flowchart structure of an Agent Script workflow lets agents change their path through the workflow according to customer responses. This flexibility helps to ensure that the agent interaction matches the needs of the customer. Prompter requires the following components: Workflow Designer to create the Agent Script workflows Workflow server to execute the Agent Script workflows HTTP Connector server to send the agent scripts to an Internet Explorer browser and display them to agents For more information, see Agent Script Workflow Reference. Workflow Designer User Guide June

14 Chapter 1: Introduction Business rules Business rules are guidelines that Blender workflows use to match the requests, history, and value of each contact with the skills and current workload of agents. Business rules can let agents handle more than one contact at a time, either within a single media channel or across multiple media channels. For example, you can use business rules so that an agent can handle several concurrent chat sessions or respond to customer s between receiving customer telephone calls. You can use the same business rule to specify guidelines for multiple media contacts. For example, you can use one business rule to prevent an agent from receiving more than three new contacts and any new web contacts while handling a voice contact. Prerequisites Workflow Designer and the workflows do not function correctly if your system does not include all of the required components. Workflow Designer requires access to the following items: Avaya IC server environment with the following servers: - Workflow server - Blender server - Data server - Resource Manager server (Business Advocate only) Avaya IC databases An Internet browser for agent script workflows 14 Workflow Designer User Guide June 2009

15 Workflow terminology Workflow terminology The following table defines terms that are associated with workflows: Term ADU Categories EDU Name-value pair Routing hint Score (weighted score) Sequence couple Definition Agent Data Unit. In Avaya Interaction Center, there are two types of agent data unit (ADU): Agent ADU, which holds the agent session data, is created when an agent logs in to Avaya IC. It keeps track of information such as Aux-work reasons, and active times. Queue ADU, which tracks interactions within a queue or service class, is always present. It keeps track of information, such as contacts waiting for agents in queues. topics that an IC administrator defines in IC Manager. Categories are defined by one or more words that will be searched in an . For example, a Sales category could contain "want", "buy", and "questions" as keywords. Electronic Data Unit. In Avaya Interaction Center, EDU is the structure that contains data related to a voice, chat, or contact. The EDU passes data between processes when a communication is active. When a communication is completed, Avaya IC retires subsets of EDU data to IC Repository. The association of an identifying key name with a string of text. For example: NAME VALUE String1 This is a string of text Name-value pairs are stored within an EDU. Pre-defined name-value pairs that an administrator specifies in the Directory server through IC Manager in the RoutingHint table. Routing hints are associated with queues or, in the case of and chat, agents. If it is determined that a routing hint should be used with a contact, that contact is then sent to the associated queue. A single routing hint can be used to associate , chat, and telephony queues simultaneously. The same routing hint can be used more than once and can be associated with a different queue each time. For more information, see IC Administration Volume 2: Agents, Customers, & Queues. The level of confidence that Content Analyzer has in the match between the text and the recommended topic. A variable containing a series of name-value pairs. Workflow Designer User Guide June

16 Chapter 1: Introduction 16 Workflow Designer User Guide June 2009

17 Chapter 2: About Workflow Designer You use Workflow Designer to create new workflows or customize the workflows in Avaya IC using the simple building blocks. To create workflows, you need to be familiar with the layout of the Workflow Designer window and the pre-defined blocks. Note: Note: You can customize the Workflow Designer interface. Therefore, your interface may be different than the figures in this manual. For information on how to customize Workflow Designer, see Using and customizing the Workflow Designer interface on page 25. This section contains the following topics: Opening Workflow Designer on page 18 Workflow Designer interface components on page 19 Using and customizing the Workflow Designer interface on page 25 Using keyboard shortcuts on page 27 Workflow Designer User Guide June

18 Chapter 2: About Workflow Designer Opening Workflow Designer To open Workflow Designer, select Start > Programs > Avaya Interaction Center 7.2 > Avaya WorkFlow Designer Figure notes: 1. Catalogue Bar 2. Pre-defined blocks on palette 3. Output Bar 4. Work Area 5. Property Bar 6. Property Sheet Note: Note: Your Windows logon ID should have administrator privileges. 18 Workflow Designer User Guide June 2009

19 Workflow Designer interface components Workflow Designer interface components The Workflow Designer interface contains components that you can use to work on different parts of workflows: Work Area on page 19 Property Sheet on page 19 Toolbars on page 20 Note: Note: In Workflow Designer, you can accomplish a task using more than one options. For example, you can access an option using a menu, a button on a toolbar, or a right-click menu. This document typically describes only one method for selecting options. Work Area This is the area where you create workflows by using different component blocks. To create a workflow: 1. Click a palette on the Catalogue Bar. 2. Drag blocks from the selected category to the Work Area. 3. Modify the blocks as necessary. 4. Connect the blocks. For more details, see Example: creating a simple workflow on page 50. Property Sheet The Property Sheet displays information about the properties of a workflow, workflow set, or a selected block. Each Property sheet has one or more tabs that display various types of properties for a block. General Basic Advanced Expert If any block has no properties for a tab, the tab displays No properties. For example, the On Exit block does not have any Basic properties. Workflow Designer User Guide June

20 Chapter 2: About Workflow Designer You can customize the selected block by changing properties in a Property sheet. As you add blocks and connectors to your workflow, Workflow Designer also adds them to the drop-down list available on the Property Sheet panel. To display a Property sheet for an object, perform one of the following tasks: Select the object in the Work Area. Select the object from the drop-down list in the Property Sheet panel. Toolbars This section describes about the following toolbars in Workflow Designer. Catalogue toolbar on page 21 Project toolbar on page 21 Output toolbar on page 21 Standard toolbar on page 22 Drawing toolbar on page 22 Font toolbar on page 23 Layout Toolbar on page 24 Zoom toolbar on page Workflow Designer User Guide June 2009

21 Workflow Designer interface components Catalogue toolbar The Catalogue toolbar, contains several palettes. Each palette contains a related set of pre-defined blocks. A block is a visual representation of IC Script code. Underlying each block is the code that determines the tasks that the step in the workflow performs. You can click the title of the palette to display the contents of that palette. The padlock icon on the title bar of a palette indicates that you can use, but not modify standard blocks or add new blocks to this palette. Use the Custom palette for any new blocks that you want to create. For more information on creating blocks, see Block creation standards on page 89. Project toolbar The Project toolbar lists your open projects and the workflows in each project. For more information, see Creating a project on page 51. Output toolbar The Output toolbar displays compilation errors, warnings for workflows, and other information about your workflow and library files when Workflow Designer builds the workflow. You can double-click the error message to open the corresponding workflow and highlight the offending block or connector. For more information, see Building a workflow on page 59. Workflow Designer User Guide June

22 Chapter 2: About Workflow Designer Standard toolbar Many of the features available on the standard toolbar are similar to features in other Windows applications. The following features on the Standard toolbar are unique to Workflow Designer. An additional Open Palette button is only visible if you have permission to open and edit palettes. Icon Name Description Save All Verify Flow Verify Flow Set Build Flow Set Saves all open workflows into the workflow set of the current project. Verifies a workflow. Verifies a workflow set. Builds a workflow set. Drawing toolbar The Drawing toolbar contains features that allow workflow designers to enhance the way in which workflows appear. The following features on the Drawing toolbar are unique to Workflow Designer: Icon Name Description Select Line Connector Text Hilite Selects blocks, connectors, or shapes in your workflow. Connects blocks in your workflow using diagonal lines. Connects blocks in your workflow using straight lines with right angles and centered labels. Adds text to the workflow. Select the tool, then use the mouse to select the location in the Work Area where you want to add text. You can resize, move and edit the text using the text editing tools. Places a bright yellow color overlay on top of a portion of your workflow to make it stand out in the view. The overlay is transparent and may be drawn in a separate layer that is hidden or displayed depending on what the workflow view requires. 22 Workflow Designer User Guide June 2009

23 Workflow Designer interface components Icon Name Description Sticky Note Drawing Bitmap Attaches comments to individual parts of your workflows. You can place sticky notes on a separate layer from the workflow blocks to conceal the sticky notes when you print or view a workflow. Creates the following shapes in your workflows: Freehand, Polyline, Rectangle, Ellipse, and Arc. Inserts a bitmap into your workflows view. You can import a bitmap into a separate layer of a workflow to use that bitmap as wallpaper. Font toolbar The features on the Font toolbar let you change the fonts, colors, lines, and fill styles of your workflows. The following Font toolbar features are unique to Workflow Designer: Icon Name Description Background Color Foreground Color Hatch Style Shadow Style Displays color palettes from which you can select a background color for your blocks. Displays color palettes from which you can select a foreground color for your blocks. Changes the cross-hatching style in the block icon. Changes the positioning of the shadows on your workflow block icons. Workflow Designer User Guide June

24 Chapter 2: About Workflow Designer Layout Toolbar The Layout toolbar lets you customize the display of your workflow. Note: Note: Workflow Designer supports Undo and Redo. Each time you select Undo, you undo your previous action. Each time you select Redo, you repeat your previous action. You can select Undo and Redo multiple times until you reach the last saved version of the workflow. The following Layout toolbar features are unique to Workflow Designer: Icon Name Description Edit Property sheet Object Sheet Layers sheet Toggle Grid View Snap Points Toggle Ruler Zoom Lets you edit the workflow. Displays the Property sheet for the selected block. Displays the object sheet for a workflow. Displays the layers in the selected block. Turns the layout grid on and off. This can improve the readability of your workflow. Shows or hides the block snap points in the workflow view. Shows or hides the layout window ruler. Zooms in or out, or restores the workflow view to a 1:1 display. If the center of the Work Area is empty when you zoom out, the screen is blank when you zoom in. Use the scroll bars to display your workflow. Zoom toolbar The Zoom toolbar contains features that you can use to do the following tasks: Resize workflows Rotate workflows Insert workflow layers 24 Workflow Designer User Guide June 2009

25 Using and customizing the Workflow Designer interface The following Zoom toolbar features are unique to Workflow Designer: Icon Name Description Insert Layer Rotate Angle Free Rotate Edit Points Adds a layer to the workflow view, allowing you to add drawings, bitmap graphics, and text descriptions to the workflow view. These layers can be displayed or hidden as required, as described in Using layers in a workflow on page 63. Sets an angle of rotation for an object. Rotates an object in infinite increments. Change the points of a selected polyline object. Using and customizing the Workflow Designer interface You can customize Workflow Designer to suit your personal preferences by hiding, moving, or rearranging the toolbars and other areas of the interface. You can do the following to customize the interface: Moving interface elements on page 25 Moving toolbars on page 26 Customizing toolbars on page 26 Setting the work mode on page 27 Viewing recently used workflows and projects on page 27 Moving interface elements You can move any of the elements in the Workflow Designer interface to a more convenient location. To move an interface element: 1. Use the mouse to select and hold one the following items: The gray handle on the left side of a toolbar The title bar of Catalog Bar, Property Sheets and Project explorer. 2. Drag the element to the desired position and release. Workflow Designer User Guide June

26 Chapter 2: About Workflow Designer Workflow Designer saves the view when you exit the application. When you restart Workflow Designer, your custom view is loaded automatically. Separating an element from the interface To separate (undock) an interface element from the view, double-click one of the following items: Handle on a toolbar Title bar of catalog palettes, Property sheets and Project explorer To replace (dock) an interface element, do one of the following tasks: Drag the element to an anchored position in the interface Double-click the title bar or handle Moving toolbars You can hide or display toolbars. When a toolbar is visible, you can see a check mark next to the toolbar in the Toolbar submenu. To view or hide a toolbar: 1. Select View > Toolbars. 2. Select the toolbar. Customizing toolbars To customize toolbars so that they contain only the icons you use to build your workflows. 1. Right-click on the toolbar. The Customize Toolbar dialog box opens with a list of the icons that currently on the toolbar and those are available for the toolbar. 2. In the Available toolbar button list, select an icon for a function. You can select a Separator from the list to separate group of icons on the toolbar. 3. Click Add to add the selected icon to the toolbar. 4. Select an icon in the Current toolbar buttons list and click Remove to remove the selected icon from the toolbar. 5. Click Close to save your changes. 26 Workflow Designer User Guide June 2009

27 Using keyboard shortcuts Setting the work mode You can customize the work mode of Workflow Designer to match your experience with the tool and with block functionality. Workflow Designer has two work modes that you can select in the File menu: Work in Normal mode Displays all warning boxes that warn you about changes to block functionality. Use this mode if you are unfamiliar with Workflow Designer and with the consequences of changes to blocks. Work in Expert mode Suppresses all dialog boxes that warn you about changes to block functionality. Use this mode if you are aware of the consequences of your changes. Viewing recently used workflows and projects You can open your most recently accessed workflows and projects from the File menu. To open a recently accessed workflow: 1. Select File > Recent Flows. 2. Select a workflow from the submenu. To open a recently accessed project: 1. Select File > Recent Projects. 2. Select a project from the submenu. Using keyboard shortcuts Workflow Designer supports the following keyboard shortcuts. Task Start a new workflow Open a workflow Save Print Undo Shortcut Ctrl + N Ctrl + O Ctrl + S Ctrl + P Ctrl + Z Workflow Designer User Guide June

28 Chapter 2: About Workflow Designer Task Cut Copy Paste Bring to Front Send to Back Display the Layout bar Display the Object bar Display the Object Sheet Display the Property sheet Work in Normal Mode Work in Expert Mode Shortcut Ctrl + X Ctrl + C Ctrl + V Ctrl + F Ctrl + B Shift + F2 F2 Ctrl + I Ctrl + L Ctrl + M Ctrl + E 28 Workflow Designer User Guide June 2009

29 Chapter 3: Palettes and standard blocks Workflow Designer includes standard blocks that are commonly used in Avaya IC workflows. Workflow Designer groups the standard blocks in palettes, according to the most common use for the blocks. The palettes are displayed on the Catalogue bar. For more information, see Catalogue toolbar on page 21. This section provides an overview of the palettes and standard blocks provided with Workflow Designer. This section includes the following topics: Displaying the Catalogue toolbar on page 29. Additional documentation about standard blocks on page 30. Common blocks on page 30. Block palettes on page 33. Displaying the Catalogue toolbar The Catalogue toolbar displays on the left side of Workflow Designer. Depending on your needs, you can display or hide this toolbar. This section includes the following topics: Viewing the Catalogue toolbar on page 29. Hiding the Catalogue toolbar on page 30. Viewing the Catalogue toolbar If the Catalogue toolbar is hidden, use the View menu of Workflow Designer to display the toolbar. To view the Catalogue toolbar: In Workflow Designer, select View > Toolbars > Catalogue Bar. Workflow Designer adds a check mark to the toolbar name in the Toolbars menu and displays the Catalogue toolbar. Workflow Designer User Guide June

30 Chapter 3: Palettes and standard blocks Hiding the Catalogue toolbar If the Catalogue toolbar is visible, but you need additional space to update or create workflows in the Work Area, you can hide this toolbar. Use the View menu of Workflow Designer to hide the toolbar. To hide the Catalogue toolbar: In Workflow Designer, select View > Toolbars > Catalogue Bar. Workflow Designer removes the check mark from the toolbar name in the Toolbars menu and hides the Catalogue toolbar. Additional documentation about standard blocks Many of the standard blocks must be used in conjunction with other standard blocks. See the block information and sample workflows in the following documents for more information: Avaya IC Media Workflow Reference Agent Script Workflow Reference Avaya IC for Siebel 8 Integration Common blocks This section describes the common blocks that start and finish every type of workflow. This section includes the following topics: Start block on page 31. On Exit block on page Workflow Designer User Guide June 2009

31 Common blocks Start block The Start block is mandatory in every workflow. This block marks the starting point of every workflow. Each workflow must contain one Start block. The Start block is located on the General palette. The DBNetwork property of the Start block specifies the focus that contains the table set used by the workflow. You must specify the value to this property so that blocks in a workflow can access the database. All sample workflows use focuses from the Interaction Center application of the ccq.adl file. For more information, see Accessing a database from a workflow on page 82 and IC Database Designer Application Reference. The Start block provides the ideal place to define global variables that have significance throughout the workflow. These variables are discussed in various contexts through the workflow documents, but are summarized in the table below. Property Type Automaticallydefined Script variable Description flowdebug string flowdebug The flowdebug variable determines the debugging level for the workflow. If no global debug level is specified, this variable is set to the value of the flowdebug property. The default value of the property is custom. For more information, see Avaya IC Media Workflow Reference. flowfullname string flowfullname The Start block sets the flowfullname Script variable to the workflow set identification using the format flowsetname.flowname. All blocks use this string to help identify themselves when making log file entries. The property exists only to automatically define the variable and does not allow a value to be entered. lastblock string lastblock The lastblock Script variable contains the full identifying name of the block. All blocks use this string to identify themselves in log file entries. The On Exit block uses this variable to log the exit point of the workflow. The property exists only to automatically define the variable and does not allow a value to be entered. Workflow Designer User Guide June

32 Chapter 3: Palettes and standard blocks On Exit block Avaya recommends that every workflow contain an On Exit block. This block has no anchor points and is not connected to another block in the workflow. The On Exit block is located on the General, Prompter, and Siebel palettes. The On Exit block provides a common exit point and contains code used for cleanup and error handling. When a workflow exits, whether through a Stop block or because of an error, the Workflow server executes the On Exit block. The On Exit block is typically used for the following functionality: Logs the name of the last block run in the workflow Terminates an EDU, if needed Automatically defines the Script variable vdutouched, which other EDU-related blocks can set to true or false. If the vduterminate property on the On Exit block is set to on, the On Exit block executes the VDU.Terminate method when a block in the workflow interacts with the EDU. Note: Note: Although all EDU-related blocks can automatically define the vdutouched property and terminate the EDU, use the On Exit block to perform these functions to prevent EDU records from being orphaned if workflows exit unexpectedly. In debug mode, the On Exit block also prints a log entry that includes the name of the last block that was processed in the workflow. This value is retrieved from the lastblock Script variable. You can use this entry to trace an unexpected exit, even if the last processed block does not record debug information. The On Exit block does not generate any alarms, nor does it have connections to any other blocks. The Basic tab of On Exit does not have any properties. The Advanced tab of On Exit includes the properties in the following table. Property Default Value Description blockdebug off Debug level of the block. Before changing the default value, see Avaya IC Media Workflow Reference. start IC Script for On Exit Block IC Script. vdu_id $vdu_id Script variable obtained from event or method that invokes the workflow. 32 Workflow Designer User Guide June 2009

33 Block palettes Property Default Value Description vduservername VDU Name of the EDU server. vduterminate on If set to on, terminates the EDU. vdutouched true If set to true, lets you terminate the EDU. Block palettes Note: Note: Some palettes depend on the installation of additional Avaya IC software. For this reason, you may have a subset of palettes in Workflow Designer. This section provides an overview of the standard blocks on each of the palettes in Workflow Designer. This section includes the following topics: ADU palette on page 34 Advocate palette on page 34 Application palette on page 36 Content Analysis palette on page 36 Custom palette on page 37 EDU palette on page 37 palette on page 38 General palette on page 39 Prompter palette on page 41 Routing palette on page 42 Siebel palette on page 43 Telephony palette on page 44 Tools palette on page 44 WebServices palette on page 45 Workflow Designer User Guide June

34 Chapter 3: Palettes and standard blocks ADU palette The ADU palette contains the following blocks, typically used in contact routing workflows and blender workflows that include ADUs. For more information about these blocks, see Avaya IC Media Workflow Reference. Block Fetch ADU Get ADU Values Functionality Retrieves a record from the ADU server, based on the current ADUID. This record is also known as an ADU object. Assigns values from an ADU object into specified targets. These values are the individual attributes of the ADU that are stored in the Script variable adudata. Advocate palette This palette contains blocks for workflows that qualify and route contacts in an Avaya IC environment with Business Advocate. Block Fetch LRMID Map to Qualifier Post Qualification Functionality Fetches the LRM ID for the Logical Resource Manager associated with the preferred agent for the contact. 1. Compares the value of the Source script variable to one of four possible values listed on the Basic tab. 2. If the value of the Source script variable matches a possible value, maps that value to the corresponding qualifier. 3. Assigns the qualifier value to the Target script variable. 1. Uses the script variables set in the workflow to call the post qualification method of the appropriate server, as follows: - For voice qualification workflows, calls the Telephony Services Adaptor server. - For qualification workflows, calls the Web Advocate Adaptor server. - For chat qualification workflows, calls the Web Advocate Adaptor server. 2. Sets PostQualificationAction to route and sets ExcludeAgent to no. 3. Adds fields to the script variable for the routing hints, then writes those fields to the EDU for the contact. 34 Workflow Designer User Guide June 2009

35 Block palettes Block Preferred Agent Setup Set Qualifier Set Wait Treatment Translate Category/Qualifier Post QualificationEx Functionality Sets the parameters for the Preferred Agent Request feature of Business Advocate. By default, the ServiceClassState property is set to: '5 - On Target Future Risk' and the TimeoutAction is set to 'requeue'. The block saves the values of these parameters in the seqcouple $scroutingrules. The Post QualificationEx block uses this seqcouple. Retrieves the qualifiers that were assigned in the Map to Qualifier blocks and sets the values of those qualifiers in the sequence couple $scqualifiers. For voice qualification workflows. Sets the wait treatment style for a voice contact. To set the wait treatment for chat contacts, see the Set Chat Wait Treatment block described in Routing palette on page Transforms the collection of qualifiers in name value pairs to a string that contains the numeric transformation of these qualifiers. 2. Starts to build a new sequence couple for qualifiers that contains the routinginfo container in the current advocate container of the EDU. 3. Adds the field qualifiers to the container in the EDU. 1. Uses the script variables set in the workflow to call the post qualification method of the appropriate server, as follows: - For voice qualification workflows, calls the Telephony Services Adaptor server. - For qualification workflows, calls the Web Advocate Adaptor server. - For chat qualification workflows, calls the Web Advocate Adaptor server. 2. Sets PostQualificationAction to route and sets ExcludeAgent to no. 3. Adds fields to the script variable for the routing hints, then writes those fields to the EDU for the contact. Workflow Designer User Guide June

36 Chapter 3: Palettes and standard blocks Application palette The Application palette contains the following blocks that retrieve and store data in a relational database. For more information about these blocks, see Agent Script Workflow Reference. Block Create Record Fetch Customer Record Get Record Value(s) Table Clear Table Search Functionality Creates a database record and populates the database table. Searches the Customer table of the CCQ database for a record that matches the specified value of the specified field. If a record is found, retrieves the specified values and stores them in the EDU for the contact. This block also sets the customer_fetched field in the root of the EDU to true regardless of whether a customer record was found or not. Retrieves information from the record that was retrieved by the Table Search block. Clears the memory used by the previous database search. Searches a relational database table using a Query by Example search. Content Analysis palette The Content Analysis palette contains the following blocks, typically used in analysis workflows for Avaya IC systems that include Content Analyzer. For more information about these blocks, see Avaya IC Media Workflow Reference. Block Test Category Get Language Functionality Searches the results returned by a Content Analysis Get Matched Category block for a particular category and score. Analyzes the text of the contact to determines the language of the contact through Content Analyzer. This block also sets a routing hint for the language. 36 Workflow Designer User Guide June 2009

37 Block palettes Block Get Matched Category QA Outbound (QA Category) Functionality Analyzes the body of the contact, retrieves a collection of categories and corresponding scores, then saves the results in the ca_result table of the CCQ database. Attempts to match the body with one or more category and score pairs. If there is a match, sets the script variable qaforcategory to true. Saves the results to the ca_results table. Custom palette The Custom palette does not contain any standard blocks. Use this palette to store copies of custom blocks that you create for your workflows. You can more easily re-use the custom blocks if they are available on this palette. EDU palette The EDU palette contains the following blocks, typically used in contact routing workflows and blender workflows that include EDUs. For more information about these blocks, see Avaya IC Media Workflow Reference. Note: Note: The names of blocks have been updated to reflect the data unit name change from VDU to EDU (for example, the Create VDU block is now the Create EDU block). However, to ensure that existing workflows can be used with the current release, the script variables and method names called by blocks still use "VDU"; for example, an EDUID is returned in Script variable vdu_id. Block Create EDU Delete EDU Data Fetch EDU Get EDU Values Set EDU Functionality Requests that the EDU server creates a new record. Requests that the EDU server removes name-value pairs from an EDU record. Retrieves a record from the EDU server. Assigns the value of individual attributes in the EDU to the Script variable, vdudata. Assigns values to EDU name-value pairs for later storage in the EDU record. Workflow Designer User Guide June

38 Chapter 3: Palettes and standard blocks Block Test EDU Data Write EDU Functionality Tests the value of an EDU data element and follows a branch of the workflow based on the result. Writes a record to the EDU server. palette The palette contains the following blocks, typically used in analysis workflows. For more information about these blocks, see Avaya IC Media Workflow Reference. Block Add Component Auto Response Bounce Dismiss Get Agent Quota Get Suggested Response IC Analyzed IC Outbound Response Functionality Specifies attachments and recipients for an outbound instance. With a template, sets the address to which the response is sent and the subject line and message body of the . Without a template, you can enter the text for the message body, but not subject line. When an is received from a customer and cannot be delivered, this block sets the notification message and the address to which the message is sent. When an incoming does not need to be handled by an agent but still needs to be archived, this block sets a status identifier that represents the reason why the is being dismissed. Additionally, this block has the option of forwarding this to another address. Retrieves the value of the ReviewQuota property from an agent profile and saves the value in the script variable, qaquotavalue. Using keywords, this block queries a Knowledge Base for relevant documents. This block accepts parameters for language, the maximum number of documents that are returned, and the limits of document sizes. Saves the values from the scroutingints script variable into the qw_qualifier table and then invokes the IC .Analyzed method to notify the IC server that the workflow is complete. Invokes a method to notify the IC server that the outbound analysis workflow is complete. 38 Workflow Designer User Guide June 2009

39 Block palettes Block Route Set Alert Smart AutoAck Functionality Indicates that the contact should be routed to an agent. Additionally, you can specify an address that will receive a copy of the contact. When an agent sends an , this block specifies a period of time that should pass before a system is sent to the agent that a response to the original has not been received. Specifies a response template to use as an Auto Acknowledgement for an contact. This block also compares the language encoding of the against that of the response template. General palette The General palette contains the following blocks. Some of these blocks can be used in any workflow. Others are typically used in contact routing workflows and blender workflows. For more information about these blocks, see Avaya IC Media Workflow Reference. Block Comment Config Parameter Demo Get Input Parameters Initialize Global Functionality Provides an area in the Work Area of a workflow in which you can enter comments. This block is not compiled and does not affect the functionality of the workflow. Adds a custom configuration parameter to the Workflow server. Typically, it is part of an initialization workflow that runs at server startup. Parameters set with this block can be accessed by other blocks. Issues an alarm in example workflows. This block should not be used in your production workflows. Retrieves the information that was passed by the method that started this workflow. This block then assigns this information to global variables of the Script class. These global variables are also known as symbols. These symbols can then be used by other blocks in the workflow to retrieve this information. Creates and initializes a global name-value pair. Global name-value pairs can be used by blocks in multiple workflows. Workflow Designer User Guide June

40 Chapter 3: Palettes and standard blocks Block On Exit Raise Alarm Set Output Parameters (Output Args) Set Values Start Flow Stop Test Data Functionality Performs numerous functions when the workflow is terminated. It has the following capabilities: Logs the name of the last block run in the workflow. Terminates an EDU. Determines if other blocks have interacted with the EDU. Terminates the current EDU if other blocks in the workflow interacted with it. Prints a log entry, if debug is set to on. Use this block in media workflows. For agent script workflows, use the On Exit block described in Prompter palette on page 41. This block is not connected to any other blocks in the workflow. For more information about this block, see On Exit block on page 32. Generates an alert with detailed information. Returns data to the workflow. The workflow can then determine a course of action based upon that data. Assigns values that are specified in the properties of this block to global variables in the workflow. Begins a workflow and sets various properties for the entire workflow. (required) Provides an exit point from the workflow. Many of these blocks may exist in a single workflow. Queries and validates a value contained within an EDU. 40 Workflow Designer User Guide June 2009

41 Block palettes Prompter palette The Prompter palette contains the following blocks typically used in agent script workflows. For more information about these blocks, see Agent Script Workflow Reference. Note: Note: Agent script workflows use the Start block located in the General palette. Block Application (App Block) Application Stop (App Stop) Add Record Commit Record On Exit Prompter Prompter Stop Functionality Displays an HTML page to guide an agent in assisting a customer. These blocks usually require an agent to access or modify information in a database. Terminates an App Block series. Adds a new record to a specified database table. After a new record has been created with the Add Record block, this block saves the record to a specified table. Performs numerous functions when the workflow is terminated. It has the following capabilities: Log the name of the last block run in the workflow Terminate an EDU Determine if other blocks have interacted with the EDU Terminate the current EDU if other blocks in the workflow interacted with it Print a log entry (debug mode) Use this block in agent script workflows. For media workflows, use the On Exit block described in General palette on page 39. This block is not connected to any other blocks in the workflow. For more information, see On Exit block on page 32. Displays an HTML page with a question for an agent to ask a customer. Terminates a Prompter Block series. Workflow Designer User Guide June

42 Chapter 3: Palettes and standard blocks Routing palette The Routing palette contains the following blocks, typically used in contact routing and qualification workflows. For more information about these blocks, see Avaya IC Media Workflow Reference. Block Add Routing Hints Complete Web ACD Qualification Create Agent Desktop Data Fetch Routing Hints Map Hints to Queues Set Chat Wait Treatment Functionality Adds the value of the specified field to the collection of routing hints in the $scroutinghints script variable. Use this block in contact routing workflows to make sure that each contact has at least one routing hint to determine the correct queue to route the contact. For qualification and chat qualification: Calls the WebACD server with the routing information collected by the workflow. Transfers control of the contact to the WebACD server. For contact routing and qualification workflows: Uses the EDU information to create the data that Avaya Agent and other agent desktop applications use for screen pops. Assigns values to EDU couples. The values provide information about the contact that is later stored in the EDU record. Extracts any routing hints that may have been set by either pre-qualification or chat pre-qualification. This block is channel sensitive, and automatically performs different tasks within chat workflows and workflows, as follows: For , queries the qw_qualifier table by msg_id. For chat, extracts hints set in the routinghint.globalhint.* container of the EDU. Maps the hints collected in a script variable $scroutinghints to a queue in the RoutingHint table of the Directory server. If no queues are matched, then the contact is routed to the queue in the DefaultQueueID property. Use a series of Set Chat Wait Treatment blocks to create a script with a sequence of Say Text messages and Web pages that the workflow pushes to customers in queue. 42 Workflow Designer User Guide June 2009

43 Block palettes Block Set Route Parameters Set Routing Hint Functionality For qualification and chat qualification, retrieves and sets values for route properties, including the following: Name of preferred agent Pkey of the queue where the contact is to be routed Workgroups associated with the queue where the contact is to be routed Priority for queue to use for the contact Wait time for the contact in the queue Sets a value in the $scroutinghints script variable for the category or keyword found by a test block, such as Test Category. For , to save the name and value of the routing hint in the qw_qualifier table of the CCQ database, follow this block with an IC Analyzed block. Siebel palette This palette is only available for those environments where a Siebel integration has been implemented. For more information, see Avaya IC for Siebel 8 Integration. Block EAI.GetData EAI.PutData EAI.Get EAI.Put Set Extended Header Functionality Retrieves data from an external database. Adds data into an external database. Moves an from the Siebel system to Avaya IC. Moves an from Avaya IC to the Siebel system. Sets MIME headers prior to moving an from an external system to Avaya IC. Workflow Designer User Guide June

44 Chapter 3: Palettes and standard blocks Telephony palette The Telephony palette contains the following blocks, typically used in contact routing workflows and blender workflows for voice contacts. For more information about these blocks, see Avaya IC Media Workflow Reference. Block Hangup Call Transfer Call Functionality Terminates communication with the current voice contact. This functionality is only available for Avaya DEFINITY, Avaya MutliVantage, and Aspect telephony environments. Directs a voice contact from the workflow to an agent. This functionality is only available for Avaya DEFINITY, Avaya MutliVantage, and Aspect telephony environments. Tools palette This palette contains blocks that you use to create and format data that is processed in a workflow. Block Build SeqString BuildSeqCouple Build String Copy SeqCouple Find Value in SeqCouple Format String Functionality Builds a sequence of text strings from the specified values. The sequence of strings can include up to twelve values. Builds a sequence of couples from the specified pairs of names and values. The sequence of couples can include up to twelve pairs of names and values. Builds a text string from a series of specified values for substrings. The text string can include up to 10 substrings. Copies a couple from one sequence of couples to another sequence of couples, if the couples match the specified values. The block can copy up to twelve values to another sequence of couples. Searches a specified sequence of couples for a specific value. Formats a text string into a specified format. See IC Scripts VBA Scripting Reference for more information on defining a format. 44 Workflow Designer User Guide June 2009

45 Block palettes Block Keyword Search One Keyword Search Three Parse SeqSeqCouple Parse SeqCouple Yes-No Switch Functionality Searches for a single keyword within the script variable defined for the property FieldToSearch. You can enter any valid regular expression in the property SearchPattern. You can only use this block to search for one valid regular expression in one field of the contact. Searches for up to three keywords within the script variable defined for the property FieldToSearch. You can enter any valid regular expression in the following properties: SearchPattern1 SearchPattern2 SearchPattern3 Parses a sequence of sequence of couples to retrieve values from specified objects and add them to a specified target. The block can parse and retrieve up to ten values. Parses a sequence of couples to retrieve values from specified objects and add them to a specified target. The block can parse and retrieve up to ten values. Allows you to select either Yes or No and redirect the logic in the workflow. For example, you can use this to enable functionality, such as Preferred Agent Request for Business Advocate. WebServices palette This palette contains blocks that you can use to call java functions, which are implemented to call Web Services in external java classes. Block CallWebservicesSTR CallWebservicesVoidSTR Functionality This block invokes the java function, which takes String class name and String argument as input and returns String as output. This block invokes the java function, which takes String class name and String argument as input and returns void. Workflow Designer User Guide June

46 Chapter 3: Palettes and standard blocks Block CallWebservicesVoidSC CallWebservicesSC Functionality This block invokes the Java function, which takes String class name and SeqCouple (JSeqCouple) argument as input and returns SeqCouple (JSeqCouple) as output. This block invokes the Java function, which takes String class name and SeqCouple (JSeqCouple) argument as input and returns void. 46 Workflow Designer User Guide June 2009

47 Chapter 4: Workflow fundamentals A workflow is a flowchart-like series of connected blocks, whether it is a contact routing workflow, blender workflow, or agent script workflow. Each block defines a step in the task to be accomplished. The order of the blocks in the workflow determines the order in which the steps are performed. This section contains the following topics: Workflow organization on page 47 Planning workflows on page 48 Example: creating a simple workflow on page 50 Verifying a workflow on page 58 Building a workflow on page 59 Loading workflows in the Workflow server on page 61 Changing workflow behavior on page 62 Using layers in a workflow on page 63 Rearranging connection points on page 64 Using the Bird s Eye Viewer on page 64 Including file-based IC Scripts on page 64 Workflow organization Avaya IC organizes workflows as follows: Workflow: Contains a series of connected blocks, such as the sample workflow described in Example: creating a simple workflow on page 50. Flowset: Contains a group of related workflows. With some customization, you can divide the functionality of a large, complex workflow into separate workflows and group those workflows into a flowset. Project: Contains a flowset and information about how you built and stored the flowset. Workflow Designer User Guide June

48 Chapter 4: Workflow fundamentals Planning workflows Workflows should perform all tasks efficiently without severely impacting the performance of the Workflow server. A poorly designed workflow may perform all required tasks, but run slowly and cause delays in the Workflow server that impact the performance of your contact center. This section includes the following topics: Purpose of the workflow on page 48. Guidelines for planning a workflow on page 48. Purpose of the workflow The most important parts of planning your workflow are knowing the purpose of the workflow and the components and servers that the workflow will use. For example, when you plan a voice contact routing workflow, you need to know the design of your Telephony system. Does the system include an IVR and a PBX? What functions do the components and servers perform? How can you have the workflow invoke those functions? When you create the workflow, you need to know each step in the route taken by a voice contact, then associate each step with a block. You also need to know whether you can split the steps into a series of workflows, grouped into a flowset, or whether the function runs more efficiently as a single workflow. Guidelines for planning a workflow Workflows can take up an exorbitant amount of server time if they are not well constructed. When you plan a workflow, the guidelines in this section can reduce the time that the workflow takes to perform a task. This section includes the following topics: Data requirements on page 49. Database access on page 49. Toolkit calls on page 49. Print function on page 50. Timing and performance on page Workflow Designer User Guide June 2009

49 Planning workflows Data requirements Analyze and understand the data that you need for your workflow and where that data is stored in your Avaya IC system. For example, workflows typically obtain data from one of the following: Input parameters sent to a workflow when an event invokes the workflow Fields in Electronic Data Units (EDUs) and Agent Data Units (ADUs) Database tables Directory server If possible, obtain data for workflows as input parameters from events. Database access Minimize database calls in workflows that route interactive contacts, such as voice contacts, text chat contacts, and voice chat contacts. Too many database calls in these workflows can affect their performance and cause delays in routing customers to agents. To minimize this impact whenever possible: Do not include database writes in a routing workflow unless the application requires you to save information in the database. If possible, limit database reads to one per routing workflow. Set up joins across database tables if you need information from more than one table. Store frequently accessed information in a global cache object instead of retrieving the information from the database each time. For example, the Ceiling Load block in the State Flow stores the task load and task ceiling values retrieved from the ADU in a workflow server global cache named agentloadinfo@<adu_id>. You can include more than one database read in routing workflows, as these contacts do not require real-time customer interaction. For more information, see Accessing a database from a workflow on page 82. Toolkit calls Minimize toolkit calls. A workflow should not access the toolkit to make a request any more often than necessary. For example: Do not include a series of VDU.SetValues calls when you only need one. Do not raise alarms from workflows without compelling reason. Workflow Designer User Guide June

50 Chapter 4: Workflow fundamentals Print function Never use Print in a production workflow. The Basic implementation of Print is expensive. Do not call Print in workflows that need to achieve high speeds and performance. Use Print only when you debug workflows in a test environment. Timing and performance Consider the following guidelines for timing and performance: Time database operations and, if they create a bottleneck, redesign them. For more information, see Agent Script Workflow Reference. Determine what is acceptable performance for workflows by media types in your contact center. For example, workflows that route contacts can frequently perform more slowly than workflows that route voice and chat contacts. Test the performance of all workflows and ensure that they meet the acceptable levels. Do not use the sleep operation from Visual Basic for Applications. If you must design a thread to sleep during a workflow, use script.sleep instead. Wherever possible, do not design threads to sleep at all there is rarely reason to delay an operation. For recommended standards for workflow debugging, see Avaya IC Media Workflow Reference. Example: creating a simple workflow The quickest way to understand the basic concepts of how to design a workflow is to create a simple workflow. This example guides you through the process of creating a workflow, then moves into more complex procedures, such as: Modifying the properties of a pre-defined block Verifying your workflow Testing your workflow This example includes instructions on how to create a Prompter agent script workflow or contact routing workflow. All figures show the Prompter agent script workflow. To create a new workflow, do the steps in the following procedures: 1. Creating a project on page Adding blocks on page Connecting blocks on page Reviewing block properties on page Workflow Designer User Guide June 2009

51 Example: creating a simple workflow 5. Modifying block properties on page Verifying the symbol dictionary on page Saving the workflow on page 57 After you create your workflow, perform the following steps: 1. Verifying a workflow on page Building a workflow on page Loading workflows in the Workflow server on page 61 Creating a project A project is a set of related workflows and information about how those workflows are built and stored. Your workflow must be part of a project before it can be used. By default, Workflow Designer saves projects and workflows in a subdirectory of the following folder: IC_INSTALL_DIR\IC72\design\IC\Flows\Avaya. The workflows and project files must be writable if you want to save your changes. When you open a read-only project, Workflow Designer lets you make it writable. To create a project: 1. Select Project > New. 2. Enter the project name: demo_project. Note: Note: Project names cannot contain spaces. 3. Click OK. Your project displays in the Project bar. Adding blocks Each block represents a step in the procedure that the workflow performs. All blocks in this example are located in the General palette. To add a block: 1. Select File > New Flow. The Work Area becomes active. You can resize the workflow window, if desired. 2. Click the General palette 3. Drag the Start block and drop it to the Work Area. 4. Drag the Demo block to the Work Area and drop it below the Start block. Workflow Designer User Guide June

52 Chapter 4: Workflow fundamentals Note: Note: The Demo block was created for this exercise. Do not use it in an actual workflow. 5. Drag the Stop block onto the Work Area and drop it below the Demo block. Your blocks are now in the Work Area Connecting blocks A workflow must indicate the order that the server executes the blocks. You set the order by using connectors between the blocks. The direction that you draw the connector indicates the order. The blocks in your workflow have blue squares around their edges. These squares are snap points. They are also known as anchor snaps or connection points. Snap points indicate where you can connect one block to another block. On the drawing toolbar, you can select one of the connectors: Tool Icon Description Connects blocks with straight lines and 90 degree bends. If you use this tool, Workflow Designer displays labels in the center of the connector. Connects blocks with diagonal or straight lines. This tool does not create lines with angles. 52 Workflow Designer User Guide June 2009

53 Example: creating a simple workflow To connect the blocks in your workflow: 1. From the Drawing bar, select a connector tool. If the Drawing bar is not displayed, select View > Toolbars > Drawing Bar. 2. With the connector tool selected: a. Using your mouse, select the blue snap point of the Start block. b. Drag your mouse down to a blue snap point on the Demo block and release the mouse. Insert the connector in the direction you want the workflow to progress. If you drag the connector up to a preceding block in the workflow, your workflow moves backwards. Note: Note: You can test proper attachment of a connector by moving a block and verifying that the connector moves with the block. 3. Connect the Demo block to the Stop block. Reviewing block properties The Property sheet contains the properties of a block. The four tabs in the Property sheet provide different information: General: Contains the description of the block. Basic: Contains block properties. You use these properties in this example. Workflow Designer User Guide June

54 Chapter 4: Workflow fundamentals Advanced: Contains properties designed for use only by block designers and advanced users. You look at an advanced property in this example, but do not modify it. Expert: Contains information about the graphical aspects of the block, such as its color, shading, and information about the snap points that connect the block to other blocks. For more information about modifying block properties, see Advanced concepts on page 69. Reviewing advanced properties To review the advanced properties of a block: 1. Select the Demo block to display its Property sheet. 2. Select the Advanced tab. The tab lists two properties: blockdebug and Start 3. Select the text of the Start property, QScript for DemoBlock. Workflow Designer displays a warning advising you that you are about to change the functionality of the block. 4. Select Yes to proceed. The IC Script Editor opens and displays the IC Script for Demo block. Reviewing the IC Script for the block IC Script is a scripting language. The blocks that you drag into your workflows are visual representations of the IC Script code that determines what task the block performs in a workflow. You do not have to write or understand IC Script code to use blocks. However, if you look at the code, you can understand how blocks work. For more information about IC Scripts, see: IC Script coding standards on page Workflow Designer User Guide June 2009

55 Example: creating a simple workflow IC Scripts Language Reference IC Scripts VBA Scripting Reference To review the IC Script attached to the Demo Block: 1. Select the Demo block. 2. Select the Advanced tab for this block. 3. Beside the start property, select QScript for DemoBlock. Workflow Designer displays the IC Script Editor window. 4. In the IC Script Editor, use the scroll bar to move down to the line that looks like this: Toolkit.alarm "DemoAlarm", {_#demoalarmpriority}, {_#demostring} In this IC Script code, the Demo block prints the text of an alarm in a log file. You can set the demoalarmpriority and demostring properties to the values that you want the Workflow server to print in the log file. The rest of the IC Script code contains debugging information that is standard to all blocks. 5. Select Cancel to close the IC Script Editor. Reviewing basic properties When you create an agent script workflow, you do not typically need to change the basic properties of a block. If you design agent script workflows, you should still follow this part of the example to become familiar with the features. To review the basic properties of a block: 1. With the Demo block still selected, select the Basic tab of the Property sheet. 2. Review the two properties listed for the block. demoalarmpriority set to low demostring not currently set. demostring displays in red, because the property is mandatory. You cannot build the workflow if you do not define this property. These two properties in the Demo block allow you to define the properties in the IC Script. When the server reaches this block, the workflow replaces demoalarmpriority and demostring in the IC Script with the definition from the Basic tab. Modifying block properties Each property has a property type. The property type is a specific type of information that can be stored in that property. Workflow Designer User Guide June

56 Chapter 4: Workflow fundamentals In this example, you can only select from a predefined set of choices for the demoalarmpriority property of the Demo block. This property is a Choice property. You can enter whatever value you need in the demostring property. This property is a Value property. Some Value properties, such as demostring, can hold a literal value that you type in the field, or a symbol. You can use a symbol to share information between blocks. For more information, see Avaya IC Media Workflow Reference. To modify block properties: 1. In the Basic tab of the Demo block Property sheet, open the drop-down list for the demoalarmpriority property and select the appropriate choice. The drop-down list contains all the valid choices for this property. You cannot enter a literal value for this property. 2. In the demostring field, enter the following text: Enter a valid amount. The log file displays this text when you execute the workflow. Important:! Important: Workflows can use characters only in text strings that conform to UTF-8 encoding. 3. For an agent script workflow only: a. Select the Start block. b. Select the Basic tab in the Property sheet. c. In the DbNetwork property, enter q_wrapup to specify the focus in the Interaction Center data source that contains the table set used by this workflow. 56 Workflow Designer User Guide June 2009

57 Example: creating a simple workflow Verifying the symbol dictionary Verify that the symbol dictionary for the project includes all symbols used in the workflow. If a required symbol or script variable is not present, add it to the symbol dictionary. In this example, since this is a new project, you may need to add the strerror script variable to the symbol dictionary. To verify that the strerror script variable is in the symbol dictionary. 1. Select Project > Symbols > All symbols. 2. In the Symbol Viewer dialog box, verify whether the Symbol column includes the name strerror. 3. If the Symbol column does not include the name strerror, perform the following steps to add the script variable: a. Select New. b. In the Create New Symbol dialog box, complete the fields as described in the following table. Field Name Description Type Constant Recommended entry strerror Error string used by Raise Alarm blocks for workflow exit arguments. string Do not select. This symbol is a variable. c. Click OK in the Create New Symbol dialog box. d. Click OK in the Symbol Viewer dialog box. Saving the workflow Use alphanumeric characters in workflow names. If you use a non-alphanumeric character, such as a space or a punctuation mark, Workflow Designer converts the character to an underscore when you compile the workflow. For example, my flow and my.flow would both become my_flow. Workflow Designer User Guide June

58 Chapter 4: Workflow fundamentals! Important: Important: Do not begin the name of a workflow with a numeric. If you begin the name of a workflow with a numeric character, Workflow Designer will not allow you to add the workflow to a project. To save the workflow: 1. Select File > Save. 2. Enter the file name as Demo. 3. Click Save to save your workflow with the extension.qfd. 4. Select Project > Insert Flow(s). Workflow Designer displays the Open dialog box. 5. Select the Demo workflow. You can select multiple workflows in the Open dialog box by using the standard Windows method of holding either the Ctrl or Shift keys. 6. After you have highlighted the Demo workflow, click Open. Workflow Designer saves the Demo workflow in the current project, demo_project. To see the Demo workflow in the Project bar, expand demo_project. Verifying a workflow You use Workflow Designer to verify and examine your workflow for errors. Before verifying a Prompter agent script workflow, make sure it includes one of the following blocks: App Stop block to terminate an Application workflow Prompter Stop block to terminate a Prompter workflow To verify a workflow: 1. Open the project to verify the flow. 2. Select Build > Verify Active Flow. 58 Workflow Designer User Guide June 2009

59 Building a workflow 3. Review the results of the build in the Output bar. The Output bars displays a message for each error in the workflow. 4. Double-click each workflow error in the Output bar to open the workflow and highlight the block or connector that contains the error. If the error is in the library file, you cannot double-click on the error to open the file. Building a workflow When you build a workflow, Workflow Designer does the following actions: Compiles the workflow Converts the workflow to XML format Stores the workflow according to the project settings: - In the database - As a build file with a.qfs extension for a file-based workflow An updated workflow is not automatically reloaded in the Workflow server. You need to configure the server in IC Manager to reload the workflow. See Loading workflows in the Workflow server on page 61 for more information. Specifying project settings Before you run the workflow, you must enter additional information about the project through the Project Settings option. To specify project settings: 1. Select Project > Settings. 2. On the General tab of the Project Settings dialog box, complete the following fields: FlowSet Name - Name of the flowset. This field is required. FlowSet Version - Version number for the flowset. FlowSet Description - Description of the flowset. This field is optional. 3. On the Compiler tab of the Project Settings dialog box, complete the following fields: Verbosity - Select the level of information reported in the Output bar when you build the project Workflow Designer User Guide June

60 Chapter 4: Workflow fundamentals Turn on Debugging Globally - Check this box if you want to debug problems that occur when you test workflows. Clear this box for production workflows. For more information about this option, see Avaya IC Media Workflow Reference. Store Build Files in Database Check this box if you want to store the workflow in a database instead of a file. Remove Build Files After Storing In Database Check this box if you want to delete build files after Workflow Designer saves the workflow in the database. 4. On the Directories tab of the Project Settings dialog box, specify the directory for IC script: 5. On the Database tab of the Project Settings dialog box, complete the following fields to store your built workflow in a database: IC Data Source interaction_center, which is the name of the Interaction Center data source that this flowset needs to access. Login Id Avaya IC login ID that you use for IC Manager. Password Password for the login ID. Note: Note: You must configure the database connections and database in Database Designer before you can save a workflow to a database. For more information, see IC Database Designer Application Reference. 6. If a workflow includes file-based IC Scripts, add the IC Script folder in the Directories tab. For more information, see Including file-based IC Scripts on page Click OK. Building a flowset After you specify your project settings, you can build the flowset. See Specifying project settings on page 59 for more information. To build a flowset: 1. Select Build > Build Flowset. Workflow Designer verifies and compiles the workflows. The Output bar displays all error messages, including the block name, script name, and offending line. 2. Double-click each workflow error in the Output bar to open the workflow and highlight the block or connector that contains the error. If the error is in the library file, you cannot double-click on the error to open the file. 60 Workflow Designer User Guide June 2009

61 Loading workflows in the Workflow server Loading workflows in the Workflow server When you build (or rebuild) a workflow, Workflow Designer does not automatically load and run the workflow in the Workflow server. You do not have to restart the Workflow server to reload workflows. After you update or change a workflow, you need to recompile the workflow and reload it in the Workflow server. Note: Note: When you load a workflow, the Workflow server saves a copy of the workflow in a text file in the Avaya IC logs directory. The server overwrites this text file when you load another workflow or restart the server. When you load a workflow to the Workflow server, the version number automatically increments. This is not related to the version field that you can modify through Workflow Designer for individual workflows. Note: Note: Workflow Designer does not upload workflows to the workflow server unless all workflows in a project have successfully been compiled. To reload workflows in the Workflow server: 1. Open IC Manager. 2. Click the Servers tab and double-click the Workflow server. 3. In the Workflow server settings dialog box, click the Workflow tab. 4. Click Reload Flows. 5. In the Reload Flows dialog box: a. Select Force Immediate Reload. b. Click OK to reload all currently loaded workflows even if the version numbers are the same. For more information, see IC Administration Volume 1: Servers & Domains. Workflow Designer User Guide June

62 Chapter 4: Workflow fundamentals Changing workflow behavior You can change the behavior of a workflow in the following ways: Use configuration parameters in IC Manager. These changes do not require Workflow Designer or knowledge of workflow design. Contact center administrators and system administrators can make these changes. Modify the property settings in one or more blocks, as described in the sample exercise, Modifying block properties on page 55. Make these changes only if you are familiar with workflow design and Workflow Designer. Modify the blocks in a workflow to permanently change the behavior of the workflow. Make these changes only if you are very knowledgeable about workflow design and Workflow Designer. For more information about using IC Manager, see IC Administration Volume 1: Servers & Domains. Configuration parameters provide maximum flexibility to your workflows. Administrators can react immediately to an activity in the contact center and make changes on a daily or even hourly basis. You can use configuration parameters to ensure that the workflow is flexible sufficiently to change the route when conditions in your contact center change. For example, if you use a configuration parameter, AgentA, in an routing workflow: 1. You define the term AgentA as a configuration parameter in the workflow. 2. The workflow routes contacts to the destination AgentA. 3. The contact center manager enters an AgentA configuration parameter in IC Manager. 4. The manager defines AgentA as the destination for the workflow to route contacts. The manager can change this configuration parameter as often as necessary. The workflow routes contacts to the new destination. To use configuration parameters, include the following blocks in your workflow: Config Parameter: Identifies terms that the Workflow server recognizes as configuration parameters. Initialize Global: Initializes configuration parameters before a workflow is run. For more information about these blocks, see Avaya IC Media Workflow Reference. 62 Workflow Designer User Guide June 2009

63 Using layers in a workflow Using layers in a workflow You can separate the elements of your workflow into layers. You can view all layers, or remove certain layers from the view. You can view the Layers sheet dialog box from the Layout menu or the Zoom bar. The Eye icon indicates that the layer is visible in the view. This section includes the following topics: Adding layers to a workflow on page 63 Hiding layers in a workflow on page 63 Adding layers to a workflow To add a layer: 1. Select Layout > Layers. 2. In the Layers sheet dialog box, click Add. 3. Rename the layer if desired. 4. Click OK. Hiding layers in a workflow To hide a layer: 1. In the Layers sheet dialog box, select a layer. 2. Clear the View check box if it is selected. 3. Click OK. Workflow Designer User Guide June

64 Chapter 4: Workflow fundamentals Rearranging connection points If the default connection points, or anchor snaps, on a block do not meet the needs of your workflow, you can rearrange them. For example, if the Yes connection of a decision block is on the right, you can move that connection to the bottom. To rearrange connection points: 1. Select a block in the Work Area to display the Property sheet. 2. Right-click in the Property sheet. 3. From the right-click menu, select Arrange Connections. 4. In the Arrange Connections menu, select the option to move the connection to the correct position. Using the Bird s Eye Viewer The Bird s Eye Viewer is a virtual window of your workflow. Use the Bird s Eye Viewer to: Navigate the workflow Change the amount of workflow that you view at one time Zoom in on a section of the workflow See the whole workflow To use the Bird s Eye Viewer: 1. Select View > Bird s Eye Viewer. 2. Move the outline in the viewer to an area of the workflow. 3. Using the mouse, resize an edge of the outline to show the part of the workflow you need to see. Including file-based IC Scripts Each particular function for a block is encoded in its associated IC Script. A block can also use the code in file-based IC Scripts if you include them in the workflow. When you compile the workflow, Workflow Designer includes the code from file-based IC Scripts and makes the functions from those files available to all blocks in the workflow. 64 Workflow Designer User Guide June 2009

65 Including file-based IC Scripts You can also use file-based IC Scripts to share the same, unmodified workflow between two projects and have the workflow exhibit different behavior for each project. To accomplish this, you extract the customizable behavior of a workflow into a file-based IC Script. You then create two IC Script files with different code and save them with the same name, for example, mycustomroutines.qsc, in different directories. You can then determine which of the customized IC Scripts is used by the workflow by changing the precedence of file-based IC Script directories in the Project Settings dialog box. When you include a file-based IC Script, you specify the IC Script file in the workflow and the folder where the IC Script is located in the project. You can create a file-based IC Script or check the type of an existing IC Script in the IC Script Editor in Database Designer. When you use file-based IC Scripts, you must: Use an IC Script with a.qsc extension as an included file Generate the IC Script in the IC Script Editor in Database Designer as a Client and Server type Note: Note: Do not use the IC Script Editor in Workflow Designer to create file-based IC Scripts for including with workflows. Only the IC Script Editor in Database Designer can set the workflow type. For more information, see IC Database Designer Application Reference. You can include any file-based IC Script in a workflow by: 1. Setting the value of the workflow Include property using the name of the IC Script. See Setting the value of the Includes property on page 65 for more information. 2. Adding the folder where the IC Script is located to the project Directory setting. For more information, see Adding the IC Script folder to the project directory on page 66. If a workflow includes file-based IC Scripts from more than one folder, set the precedence using the arrow icons. For more information, see Changing the precedence of IC Script folders on page Compiling the workflow. For more information, see Building a workflow on page 59. Setting the value of the Includes property The Includes property is a General property on the Property sheet for the workflow. You enter the name of the included IC Script as the value of the Includes property. You can enter the names of one or more IC Scripts in the Includes property by separating each name in the list with a comma (,) or a semi-colon (;). To set the value of the workflow Includes property: 1. Open the workflow in Workflow Designer. Workflow Designer User Guide June

66 Chapter 4: Workflow fundamentals 2. Using the mouse, select a blank area of the workflow to open the Property sheet of the workflow. 3. In the General tab of the Property sheet, enter the names of the IC Scripts that you want to include with the workflow in the Include property. You do not have to add the.qsc extension to the IC Script file name. To enter more than one IC Script, separate the names with commas (,) or semicolons (;). 4. Save the workflow. Adding the IC Script folder to the project directory You need to add the folders that contain included file-based IC Scripts to the Directory setting of the project. Workflow Designer uses this setting to find the IC Script code when you compile workflow in the project. If you include file-based IC Scripts from more than one folder in a project workflow, Workflow Designer starts with the top folder in the Directories tab and moves down. As soon as it finds an included, file-based IC Script, Workflow Designer stops looking for that IC Script. You must remember this rule if you save a custom version of an IC Script in a different folder from the original. You can use the Directories tab of the Project Settings dialog box for the following tasks: Adding IC Script folders on page 67 Deleting IC Script folders on page 67 Changing the precedence of IC Script folders on page Figure notes: 1. Add an IC Script folder 2. Delete an IC Script folder 3. Move an IC Script folder UP in precedence 4. Move an IC Script folder DOWN in precedence 66 Workflow Designer User Guide June 2009

67 Including file-based IC Scripts Adding IC Script folders To add IC Script folders to the project directory: 1. With the project open in Workflow Designer, select Project > Settings. 2. On the Directories tab of the Project Settings dialog box, click New Folder to add a new IC Script folder. 3. In the Open dialog box, navigate to the IC Script folder that you want to add. 4. Click OK to add the IC Script folder to the Directories tab. The Open dialog box does not display the contents of folders. Use Windows Explorer to confirm the location of your included IC Scripts. 5. After you add all IC Script folders, click OK. You can now compile the workflow. See Building a workflow on page 59 for more information. Deleting IC Script folders To delete IC Script folders from the project directory: 1. With the project open in Workflow Designer, select Project > Settings. 2. In the Directories tab of the Project Settings dialog box: a. Select the folder to be deleted. b. Click Delete. Workflow Designer deletes the folder without prompting you to confirm the deletion. 3. Click OK. Changing the precedence of IC Script folders To change the precedence of IC Script folders in the project directory: 1. With the project open in Workflow Designer, select Project > Settings. 2. In the Directories tab of the Project Settings dialog box, click any of the following buttons: Up Arrow to move an IC Script folder higher in precedence Down Arrow to move an IC Script folder lower in precedence 3. Click OK. Workflow Designer User Guide June

68 Chapter 4: Workflow fundamentals 68 Workflow Designer User Guide June 2009

69 Chapter 5: Advanced concepts Avaya IC contains a type of Visual Basic for Applications (VBA) to provide advanced functionality. Through this language, known as IC scripts, you have greater control and customization abilities in workflows. This section contains the following topics: Creating custom blocks on page 69 Customizing an existing block on page 81 Locked catalog palettes on page 81 Accessing a database from a workflow on page 82 Creating custom blocks Routing Engine and Prompter include general purpose blocks that you can use for most workflows. However, you can create custom blocks to design workflows that are specific to the needs of your contact center. You can use the general purpose blocks as a model when you create new blocks. When you create a new block, consider the standards in the following: Block creation standards on page 89 IC Script coding standards on page 97 Avaya IC Media Workflow Reference You create and update blocks in Workflow Designer. You do not need any external tools if you use a general purpose block as a model. However, you do need to be fluent with Visual Basic for Applications (VBA). You can often create a new block by modifying an existing block. For more information, see Customizing an existing block on page 81. To create a new block without modifying an existing block, perform the steps in the following sections: 1. Creating a Work Area icon on page Adding a block description on page Creating snap points on page Setting expert block properties on page 73 Workflow Designer User Guide June

70 Chapter 5: Advanced concepts 5. Defining block functionality on page Adding properties on page Regenerating the block ID on page Creating the palette icon on page 79 Creating a Work Area icon Most of the icons in the Icon directory have two forms: _b Designed for display in the Work Area _i Designed for display on the catalog palette If none of the existing images are appropriate for your new block, you can delete or change the graphic while retaining the dimensions of the image. The standard bitmap dimensions for icons are: 41 x 41 pixels 41 x 61 pixels 61 x 61 pixels. For guidelines on how to create icons, see Block appearance on page 94. To create a new block, begin by creating an icon to represent the block in workflows: 1. In Workflow Designer, open a project and a workflow. 2. Select View > Toolbar > Object Bar. Use the options on the Object bar to create the following blocks: Standard blocks On Exit blocks Start blocks Figure notes: 1. Standard Block 2. On Exit Block 3. Start Block 70 Workflow Designer User Guide June 2009

71 Creating custom blocks 3. Using the mouse, select the desired Block icon in the Object bar and drag the icon to the Work Area. 4. In the Bitmap dialog box, specify a bitmap image for the icon, as follows: Click Load to display a list of all icons in the Icon directory and select an existing _b form of a block icon to ensure appropriate sizing. You can edit the image if desired. Click Load and browse to select a custom image that you designed in a bitmap editor. Workflow Designer can read the standard bitmap (.BMP) files. Click Paste to paste in an icon from the clipboard. For example, if you use Paint to create or edit bitmaps: - In Paint, select the entire image and select Edit > Copy. - In Workflow Designer, click Paste in the Bitmap dialog box. 5. From the Transparent drop-down list, select a color to represent the areas that show the background color. Avaya recommends that you use an unusual color, such as magenta. 6. Clear the Link box. If you select the Link box, Workflow Designer stores a reference to the bitmap and does not store the bitmap data in the block. If another workflow designer does not have access to the image, that designer cannot view your workflows. 7. Click Edit if you want to modify the image. The Bitmap Editor is similar to standard bitmap editing tools. Click OK in the bitmap editor to return to the Bitmap dialog box. 8. Click OK. The icon is displayed in the Work Area. Adding a block description To add a description to the new block: 1. Select the new block in the Work Area. 2. Delete the default label (Block n). 3. On the General tab in the Property sheet, enter a description for this block. This description is displayed as a tool tip when you hover over the block. Workflow Designer User Guide June

72 Chapter 5: Advanced concepts Creating snap points After you create an icon to represent the new block, you must define the snap points where the block can be connected to other blocks in the workflow. Snap points are displayed as blue squares around the edges of blocks. You define snap points with the AnchorSnaps property in the Expert tab. To create a snap point: 1. In the Property sheet, click the Expert tab. 2. Select the AnchorSnaps property to open the Enter Snap Points dialog box. 3. Click Add for each entrance and exit point that you need for this block up to a maximum of seven snap points. 4. Select a point and use the Type drop-down list to set the location of the snap point. By default, Workflow Designer locates all points at the top left of the icon (topleft). To make your workflow readable, locate each point at a different place on the icon. 5. Enter a Connection name only if you want to designate a named connection for use with the SetNextConnection method in an IC Script. If you are not using named connections, leave this field blank. If you use the straight line connector tool, the connection name is displayed: As the anchor snap tool tip In the middle of the connector if the block is attached to another 6. Add a label for the connection, if you are using named connections. Labels can be from 1 to 3 characters long. If you use a label, offset the label from the block so they do not overlap. The recommended Dx/Dy offsets for labels are: Label length dx offset dy offset 1 ± 3 ± 6 2 ± 6 ± 6 3 ± 9 ± 6 7. Set each snap point to allow inputs and outputs as necessary: Set Max snapped In to 0 and Out to 1 for blocks with named connections that use snap points as output connections. For example, use these settings for Yes and No connections in a decision block. Set Max snapped In to 99 and Out to 0 for blocks with named connections that use snap points as input connections. 72 Workflow Designer User Guide June 2009

73 Creating custom blocks Set Max snapped In to 99 and Out to 1 for blocks with no named connections, where any snap point can be an input or output. For blocks in contact routing and blender workflows, input and output settings prevent a connector going out from an input or in to an output connection. For prompting workflows, blocks should not have named connections. The wizard changes existing connections as needed. Note: Note: The location of connections affects the shape of your workflow. Use the Arrange Connections property to rearrange connections without changing a block. 8. Repeat steps 4 through 7 for each snap point. 9. Click OK when you have defined all anchor snaps. Setting expert block properties After you create the necessary snap points, you can change the default block properties on the Expert tab, if needed. These properties are similar to standard graphic editing tool options. The Block Alteration property identifies how many times the IC Script or properties for the block have been modified. This allows you to track changes. If the block has been altered, you cannot update the block when a new version is available. To change a block property: 1. On the Expert tab, select a property. 2. Enter the desired value. For example, to place a shadow around a block, set the values for ShadowOffsetX and ShadowOffsetY to 6. Workflow Designer User Guide June

74 Chapter 5: Advanced concepts Defining block functionality The IC Script code and property definitions of a block define what the block does in a workflow. In addition to the information below, refer to Avaya IC Media Workflow Reference and IC Script coding standards on page 97 for guidelines on block functionality.! CAUTION: CAUTION: You must ensure that code blocks eventually terminate and let processing continue to the next block in the workflow. If blocks do not terminate, the workflow can be caught in an infinite loop when the server shuts down or disconnects from a workflow that is still running. You define block functionality by doing the following tasks: Adding an IC Script on page 74 Referencing properties on page 75 Defining an exit point on page 75 CAUTION:! CAUTION: If you change the IC Script for a block, add properties, or remove properties, you lose any customization when you upgrade to a new version of Workflow Designer and new blocks. Adding an IC Script All IC Scripts in blocks must follow all the standards described in IC Script coding standards on page 97. To add an IC Script to a block: 1. Select your new block. 2. Click the Advanced tab. 3. Select the text in the Start property. Workflow Designer adds the Start to the Advanced tab of all blocks. The Start property is an IC Script property. 4. Select Yes in the message box that warns you that you are about to make functional changes. After you make functional changes to a block, the block cannot be updated if a new version of that block becomes available. 5. Enter a short description of this block and enter the IC Script code to be executed when this block is run. 74 Workflow Designer User Guide June 2009

75 Creating custom blocks Tip: Tip: In your IC Script code, you can use: Workflow-specific extensions documented in Avaya IC Media Workflow Reference. Avaya-specific extensions documented in IC Scripts Language Reference Standard VBA (Visual Basic for Applications) Referencing properties To allow the IC Script code to reference a property. 1. Include the property in the IC Script. Precede the property name with an underscore and enclose it with braces. For example, a standard alarm block contains the following: Toolkit.alarm {_#alarmname}, {_#priority}, {_#description} alarmname, priority, and description are defined as properties for this block. 2. Create the property for the block in the Property tab, as described in Adding properties on page 76. Defining an exit point Every block should contain a Script.SetNextConnection method to define the exit point for the block. For example: Script.SetNextConnection "out" When you compile the block, Workflow Designer assigns the name Out to all unnamed connections that have an output connector. Workflow Designer User Guide June

76 Chapter 5: Advanced concepts Adding properties If you did not use properties in an IC Script for a block, you must add those properties to the Property sheet. The following table describes the property types you can add to a block. Property type Value Choice IC Script DHTML Description One of the following: A literal value that you enter in the property field A constant value that you define in the Symbol Dictionary A variable value that you define in the Symbol Dictionary A list of items that the workflow developer can select A property that lets the workflow developer separate the IC Script code for the block into segments. Every block must have at least one IC Script property. Add IC Script properties to the Advanced tab. A page that an agent script workflow displays to an agent in an internet browser. For more information, see Agent Script Workflow Reference.! CAUTION: CAUTION: If you change the IC Script for a block, add properties, or remove properties, you lose that customization when you upgrade to a new version of Workflow Designer and new blocks. To add properties to the Property sheet: 1. Select the new block. 2. Right-click in the Property sheet and select Add Property. 3. Select a property type from the menu. 4. Click Yes in the message box that warns you that you are about to make functional changes. Note: Note: After you make functional changes to a block, you cannot update the block to a newer version in a future release. 76 Workflow Designer User Guide June 2009

77 Creating custom blocks 5. Complete the fields in the Add Property dialog box. The fields displayed in the dialog box vary, depending on the type of property you select. The following table contains information about each of the possible fields. Field Step Description Property Name Choice Data Symbol Type Auto-defined variable Description Advanced Enter a property name in the field. Enter the items in the field. Select a symbol type from the drop-down list. Check the box and enter the value in the field. Enter the description Check the box to display the property on the Advanced tab. This field is required for all properties. This text is displayed on the Basic or Advanced tab. Use mixed uppercase and lowercase for the name. For example, enter mypropname. This field is required for Choice properties. Workflow Designer enters these items in a drop-down list from which the workflow developer can select. This field is required for Value properties. Workflow Designer displays only symbols of the selected type as values for this property. This field is optional for Choice and Value properties. Automatically-defined variables let block designers handle symbol creation automatically, without requiring workflow designers to learn about the dictionary or symbol creation. For more information, see Avaya IC Media Workflow Reference. This is the description for the auto defined variable. This field is optional for all properties. If you check this box, the property is displayed on the Advanced tab. If you clear this box, the property is displayed on the Basic tab. Place all properties that might cause confusion or should typically not be set by the workflow designer on the Advanced tab. Workflow Designer User Guide June

78 Chapter 5: Advanced concepts Field Step Description Mandatory Literals OK Vars OK Allow user to type in a value Check this option to require a workflow developer to enter a value for the property. Check this option to allow a workflow developer to enter a literal value for the property. Check this option to allow a workflow developer to enter a variable from the Symbol Dictionary. Check this option to allow a workflow developer to type in a value for the property. This field is optional for all properties. If a workflow designer does not enter a value for a mandatory property, the workflow cannot compile correctly. Workflow Designer lists mandatory properties in red. Place all mandatory properties on the Basic tab. Note: If a property is not mandatory, make sure that the IC Script for the block can handle the property correctly without a value. This field is optional for Value properties. If you permit literals and if constants of the correct type are listed in the Symbol Dictionary, the workflow designer can type in a literal value or select a constant value from a drop-down list. This field is optional for Value properties. This field is optional for Choice properties. 6. Click OK. Select a blank area of the workflow, then re-select the block to see the new property. To change the default block ID for your block: 1. Click the Expert tab in the Property sheet. 2. Select Block ID. 3. Enter the block name. To define a default value for a property: Enter the value in the property field. However, a workflow developer can overwrite this value. 78 Workflow Designer User Guide June 2009

79 Creating custom blocks Regenerating the block ID For all new and custom blocks, you must: Regenerate the block ID Reset the Block Version and Block Alteration properties The above steps ensure that you can upgrade the new block when an improved version is available. To regenerate the block ID: 1. When block design is complete, right-click in the Property sheet. 2. From the right-click menu, select New Block ID. Workflow Designer regenerates the block ID. 3. Click the Expert tab. 4. Reset the following properties: a. Block Version Reset to 1 b. Block Alteration Reset to 0 Creating the palette icon If you want to use a new block in another workflow, you must add the block to the Custom palette. You need to create a separate icon to identify the block on the palette. The block icon is too large for the palette. For guidelines on how to create an icon, see Block creation standards on page 89. To create a palette icon for a block, perform the steps in the following sections: Moving the block to the Custom palette on page 79 Selecting a palette icon on page 80 Editing the default icon properties on page 80 Moving the block to the Custom palette To move the block to the Custom palette: 1. Select the Custom palette. 2. Select the new block in the Work Area. 3. Press and hold the Alt key Workflow Designer User Guide June

80 Chapter 5: Advanced concepts Note: Note: If you select the block incorrectly, Workflow Designer may magnify the icon. To restore the icon to its normal size, select Draw > Zoom > Zoom 1:1. 4. Drag the block to the Custom palette. 5. Double-click the description of the block on the palette to change the text of the description. Workflow Designer adds the block to the Custom palette and stores the block in custom.cat. Selecting a palette icon To create a palette icon, you can do one of the following tasks: Select a palette icon from the _i icons provided with Workflow Designer. Create your own palette icon in a bitmap editing tool. Modify one of the _i icons provided with Workflow Designer in a bitmap editing tool. Palette icons are the _i form of icons provided with Workflow Designer. All palette icons must be 32 x 32 pixels to match the other _i icons. For more information about _i and _b icons, see Creating a Work Area icon on page 70. To select a palette icon: 1. Right-click the current block icon in the Custom palette. 2. From the popup menu, select Icon > Change Icon. 3. Browse to the following location: IC_INSTALL_DIR\IC72\design\common\QWorkflowDesigner\icons 4. Select an _i icon to replace the previous palette icon with the new icon. 5. Select the text below the icon to change the description. Editing the default icon properties You can edit most of the default icon properties in the Icon Editor. For example, you can remove the white border around an icon. To edit the default icon properties: 1. Right-click the icon in the Custom palette. 2. From the popup menu, select Icon > Edit Icon. 3. In the Icon Editor, make the desired changes. 4. Click OK. 80 Workflow Designer User Guide June 2009

81 Customizing an existing block Customizing an existing block You can customize an existing block in the Custom palette to create a new block. This process is more simple than the procedure in Creating custom blocks on page 69. To create a block from an existing block: 1. From the Custom palette, select the block you want to use as a template. 2. Add a new block description, as described in Adding a block description on page Modify the block properties, as described in: Setting expert block properties on page 73 Defining block functionality on page 74 Adding properties on page Generate a new block ID, as described in Regenerating the block ID on page Save the new block on the Custom palette, as described in Moving the block to the Custom palette on page 79. You can also change the following properties of the new block: Change the Work Area icon, or create a new icon, as described in Creating a Work Area icon on page 70. Create additional snap points for the block, as described in Creating snap points on page 72. Change the palette icon, as described in Creating the palette icon on page 79. Locked catalog palettes The default system palettes in Workflow Designer cannot be unlocked as the behavior of the associated blocks must be preserved. Additionally, any customization you implement would be lost during a subsequent upgrade. Workflow Designer User Guide June

82 Chapter 5: Advanced concepts Accessing a database from a workflow High-speed performance is critical for workflows that route interactive contacts, such as voice contacts, text chat contacts, and voice chat contacts. Customers expect to be connected to agents rapidly and to have their interaction occur in real time without noticeable delays. This section includes the following topics: Cautions and tips for accessing a database on page 82. Customizing workflows for database access on page 83. Obtaining data for a workflow on page 84. Saving data from a workflow on page 84. Specifying a database network on page 85. Configuring database access in a workflow on page 86. Example: configuring database access on page 87. Cautions and tips for accessing a database This section includes some important cautions and tips that you need to consider when you configure a workflow to access a database. Database access from a routing workflow can significantly slow performance. These cautions and tips can help to minimize that impact. This section includes the following topics: Avoid unconstrained searches on page 82 Limit database reads on page 83 Set up joins on page 83 Limit database writes on page 83 Use the correct data source on page 83 Avoid unconstrained searches Do not allow the search of a database to return an unconstrained number of records. Include a constraint on the maximum number of records to be returned by the database search. A workflow that does an unconstrained search of the database, and returns an extremely large number of records, can impact the performance of the database and the Avaya IC system. 82 Workflow Designer User Guide June 2009

83 Accessing a database from a workflow Limit database reads Limit database reads to one per routing workflow for interactive contacts, if possible. You can include more than one database read in routing workflows, as these contacts do not require real-time customer interaction. Other types of workflows, such as Analysis workflows, can include more than one database read. Set up joins Set up joins across database tables if you need information from more than one table. To set up joins across database tables, create relations and relation sets in the database ADL file. You can set up joins across multiple databases if you locate the databases in the same database server. For more information, see IC Database Designer Application Reference. Limit database writes Do not include database writes in a routing workflow unless the application requires information from the database. Use the correct data source Workflows must use the Interaction Center data source to access the CCQ database. Note: Note: You can also access other Avaya IC databases or external databases to retrieve data for use in workflows. For more information on defining data sources and creating focuses to use as the DBNetwork value of the Start block, see IC Database Designer Application Reference. Customizing workflows for database access You can customize a workflow that includes access to a database to provide additional functionality to the Avaya IC system or to the reports created in Avaya Operational Analyst (Avaya OA). For example, you can customize an Avaya IC workflow and take advantage of Business Value Reporting in Avaya OA. Business Value Reporting requires you to customize a workflow to populate a field in IC Repository with specific data that a contact center identifies as having "Business Value". Avaya OA can then report on this data. For more information about how to customize an Avaya IC workflow for Business Value Reporting, see Avaya IC Media Workflow Reference. For more information about Business Value Reporting, see Avaya OA Reports Reference. Workflow Designer User Guide June

84 Chapter 5: Advanced concepts Obtaining data for a workflow Before you design and configure database access from a workflow, you must know what data you need and where the data is stored in your Avaya IC system. When you have this information, you can plan how you obtain data for the workflow. For the best performance results, obtain data from one or more of the following locations: 1. Input parameters sent to a workflow when an event invokes the workflow 2. Fields in Electronic Data Units (EDUs) and Agent Data Units (ADUs) 3. Database tables 4. Directory server Select the appropriate data location in the order of the above list. For example, if you can obtain required data from input parameters or a database table, design your workflow to obtain the data from input parameters. If necessary, you can obtain data from more than one location. You should store frequently accessed information in a global cache object instead of retrieving the information from the database each time. For example, the Ceiling Load block in the State Flow stores the task load and task ceiling values retrieved from the ADU in a workflow server global cache named agentloadinfo@<adu_id>. Saving data from a workflow You can use some workflows to save data into the database. However, a database write can impact the performance of your workflow. Therefore, you need to carefully consider the purpose of your workflow before you decide whether to include a database write. As a general rule, do not write information to an EDU, ADU, or database from contact routing workflows unless the application requires information from the database. Design all workflows to write data after the workflow invokes a "call back" method on the appropriate server. For example, if your chat contact routing workflow needs to write historical data to an EDU, design your workflow to write to the EDU after it invokes wacd.route to return control of the contact to the WebACD server. The only time that a workflow should write data to an EDU, ADU, or database before the workflow invokes the "call back" method is when your Avaya IC system needs to use the data before the system delivers the contact to the desktop of an agent. For example, if you plan to display the information to an agent in a screen pop, test your system and workflow performance to ensure that the information is written to the EDU or database before the contact is delivered to the agent. 84 Workflow Designer User Guide June 2009

85 Accessing a database from a workflow Specifying a database network Workflows use the database networks in the Interaction Center application. The Interaction Center application is part of the ccq.adl file that you use to configure the CCQ database. The focuses in the Interaction Center application are the database networks. If you create custom workflows, create a new focus in the Interaction Center application of the ccq.adl file. If the custom workflow accesses a different Avaya IC database, create a focus in that database and use the Data Source for that database to build the flowset. You must assign the new focus as the database network for your custom workflows. For more information on how to create a focus, see IC Database Designer Application Reference. The Interaction Center application includes the following database networks: Database Network q_advocate q_alert q_authentication q_blender q_callback q_contentanalysis q_dialdirectory q_dialer q_ analysis q_lettergeneration q_property q_qem Description Used with Avaya Business Advocate. Use for notification. This network contains database elements needed to send alerts and broadcast messages to agents and other Avaya IC users. Use for authentication. This network contains database elements needed for authentication of login IDs and passwords. Use in blender workflows. This network contains database elements needed for agent and media blending. Use for Web Callback and Scheduled Callback. This network contains database elements needed to administer callback. Use in analysis workflows with Content Analyzer. Contains database elements needed for Content Analyzer. Use for Unified Agent Directory. Contains database elements needed to access information for the Unified Agent Directory. Use in routing workflows for voice contacts. Contains database elements needed to access the dialer secondary connection. Use in analysis workflows. Contains database elements needed for analysis. Use in letter generation workflows. Contains database elements needed for the Letter Generator. Use to access properties. Contains database elements needed to access properties for agents, workgroups, and so forth. Use in routing workflows for contacts. Contains database elements needed for Management. Workflow Designer User Guide June

86 Chapter 5: Advanced concepts Database Network q_qualification q_repository q_transfer q_webcenter q_wrapup Description Use for routing and qualification workflows. Contains database elements needed for reporting. This network is duplicated in IC Repository to make sure that the workflows work with different Report servers. You must keep the two networks synchronized. Use in workflows that need to access IC Repository. Contains database elements and information for IC Repository access. Use in routing workflows to transfer contacts to virtual queues. Contains database elements related to virtual queues. Use in customer management workflows for web and in routing workflows for chat contacts. Contains database elements needed for Web Collaboration. Use in wrapup agent script workflows. Contains database elements needed to wrapup agent contacts with customers. CAUTION:! CAUTION: You cannot change the DBNetwork property for a workflow after you set that property in the Start block. Multiple calls in workflows to SetSessionId or SetNetwork cause the workflow to stop. Configuring database access in a workflow To access a database, you must configure the Start block and any block that performs a query on a database table or view. Do not include more than one query on a database table or view in a block.! CAUTION: CAUTION: You cannot change the DBNetwork property for a workflow after you set that property in the Start block. Multiple calls in workflows to SetSessionId or SetNetwork cause the workflow to stop To configure database access in a workflow: 1. In the Start block, include the following method in the associated IC Script: Set isession = GetUniqueSession("yourFavoriteDatabaseNetwork") 2. In any block that performs a query on a table or view of the DBNetwork, include the following methods in the IC Script: Set isession = GetSession() and Set inetwork = isession.getnetwork() 86 Workflow Designer User Guide June 2009

87 Accessing a database from a workflow Example: configuring database access This example shows the configuration of database access in the sample Qualify Flow. The following blocks in the Qualify Flow use database access: Block Name Property on Basic Tab Property on Advanced Tab Start Property: DBNetwork Value: q_qualification Start Script for StartFlow IC Script contains the following method: If Len({_DBNetwork}) > 0 Then set isession = GetUniqueSession({_DBNetwork}) End If Get Customer Record Value(s) None Start Script for AppGetRecordValues IC Script contains the following method: Set isession = GetSession() Set inetwork = isession.getnetwork() Set itable = inetwork.gettable({_#tablename}) Set irecord = itable.getrecord({_#recordnumber}) CA Topic None Start Script for GetCATopicFromDBTbl IC Script contains the following method: Set isession = GetSession() Set inetwork = isession.getnetwork() ' Get the table named "caresult" Set itable = inetwork.gettable("ca_result") Workflow Designer User Guide June

88 Chapter 5: Advanced concepts 88 Workflow Designer User Guide June 2009

89 Chapter 6: Block creation standards Blocks that are used in workflows should conform to common standards. When you use these common standards, consistency is ensured and block properties are regulated. Standards for block properties include behavior, configuration, communication, appearance, and the use of symbols and variables. To add alarms to blocks other than the Raise Alarm block, you must add code to the IC Script in the block. To view coding standards for the IC Scripts associated with blocks, see IC Script coding standards on page 97. Use the standards in the following sections when you create, customize, or modify blocks: Block alarm settings on page 89 Block properties on page 92 Block appearance on page 94 For more information about blocks, see: Block definitions in the Agent Script Workflow Reference and the Avaya IC Media Workflow Reference. Creating custom blocks on page 69 Customizing an existing block on page 81 Block alarm settings Whatever the task that is performed, blocks share the same alarm settings. You set alarm properties in a block to notify you when problems in the workflow are encountered. For custom alarms, the standard Workflow Designer catalogs include a Raise Alarm block. To add an alarm to a block, you must use the IC Script Editor. See Using the IC Script Editor on page 108 for information on using the IC Script Editor. Internally, all blocks use the alarm mechanism for Telephony to indicate problems that may affect system performance. Telephony alarms send an alert about problems to the Alarm Watch window in IC Manager. Use the guidelines in the following sections when you configure an alarm: Alarm name on page 90 Alarm priority and description on page 90 Rules for raising alarms on page 91 Workflow Designer User Guide June

90 Chapter 6: Block creation standards Alarm name Use the following guidelines when you configure an alarm in a block: Always include the common name of the block. Reference the common name by property blockname in the IC Script for a block. If you change the property, all alarms that the block raises reflect the change. Follow the common name with a simple one-word token that describes the reason for raising the alarm. Good examples of tokens are Error and Warning. The Workflow server prepends the text QWorkflow. to the alarm name that you specify in the IC Script of a block. For example, if you want the CreateEDU block to raise an alarm when the workflow cannot determine an EDUID, add the following line to the IC Script: Toolkit.alarm {_#blockname} & "Error", "High", "Could not create EDU!" Workflow Designer substitutes the property so that the Alarm contains the name of the block that encountered the problem. "CreateEDU" & "Error" At runtime, the Workflow server prepends the server name, so the alarm seen in IC Manager is similar to the following example: QWorkflow.CreateEduError Alarm priority and description Most alarms that are raised internally by blocks indicate critical failures that affect workflow completion. Typically, priorities for internal alarms should be high or emergency. Before you raise low priority alarms, see Rules for raising alarms on page 91. Alarm descriptions should be simple without excessive detail or lists of information about the problem. Generally, you should not print detailed output to the log file if debugging for the block is deactivated. 90 Workflow Designer User Guide June 2009

91 Block alarm settings Rules for raising alarms In a test and development environment, blocks that raise variety of alarms of different priorities can be helpful for testing. However, in a contact center, a workflow that raises too many alarms can produce the following results: Bottlenecks in the Workflow server Slow network traffic Confusing situations where previous alarms have been missed Use the following guidelines when you create alarms inside blocks: If a problem is encountered in the execution of code within a block, raise an alarm and immediately exit the code for the block so that no other processing is done. You exit a block by using a GoTo statement that directs the processing of the code to a user-inserted line label at the end. If you fail to exit the block, it may raise additional alarms or problems which are caused by the results that prompted the first alarm. When many simultaneous Workflow server threads execute the same workflow, the order of the alarms is not clear to the administrator who watches IC Manager. For more information about creating alarms within the IC Script for a block, see Error handling on page 105. Do not raise alarms for repetitive behaviors. For example, when a block processes a sequence of name-value pairs where each name-value pair requires a value, do not raise an alarm for each missing value. Raise one alarm for the first problem that the block encounters, then exit the block. Consider the root cause of the problem before you raise an alarm in an IC Script. You should use an alarm: - If the block you are writing is likely to be the first block to encounter the problem - If the problem may have far-reaching effects that cannot be caught elsewhere For example, do not use an alarm if the block pushes an empty string of data to an agent. The database interaction and workflow can continue to run. Typically, the agent notices the missing information and reports the problem. Note: Note: If more alarms are needed within a workflow, the person who designs workflows or systems integrator can use a RaiseAlarm block. If fewer alarms are needed, the alarms in the IC Script of blocks can be removed. If a block could raise alarms that are valuable in some workflows but have questionable value in other workflows, you should add an advanced property to the workflow that lets you enable and disable alarms. For example, a block that calls the Assign method on another server might raise an alarm to indicate success. If the Assign method repeats several times in one workflow, the constant raising of a Success alarm could cause problems. Add a Choice property to the block called enableassignalarm that you can set to Yes or No. Workflow Designer User Guide June

92 Chapter 6: Block creation standards Block properties You can configure blocks by using the properties. The designer of workflow configures these properties through the Property Sheet for each block. Some or all blocks share standard properties that regulate their behavior. Many blocks also have properties that are unique to their own operation. You need to consistently implement these properties. Use the guidelines in the following sections when you configure block properties: Block property sheet on page 92 Basic tab on page 92 Advanced tab on page 93 Block property sheet A Property Sheet for a block has four tabs: General Basic Advanced Expert The General and Expert tabs contain properties that are common to all blocks. You cannot add properties or delete properties from these tabs. You can add properties to the Basic and Advanced tabs. The type of property determines where you add a property. Basic tab The Basic tab contains properties that the workflow designer can modify to use a block for its normal function. Properties on the Basic tab have the following characteristics: The properties are fundamental to the operation of the block. Most properties on the Basic tab are mandatory. Workflow Designer cannot compile the workflow if you do not provide a value for a mandatory property. Workflow Designer restricts mandatory properties to the Basic tab. The properties have values that you modify frequently. 92 Workflow Designer User Guide June 2009

93 Block properties If a property is fundamental to the operation of a block, but almost never requires modification of the value, do not add that property to the Basic tab. Properties with values that rarely need modification should be added to the Advanced tab. For example, the Basic tab contains the following properties which require frequent modification: Basic Property Type of block Behavior destination TransferCall Tells the block where to transfer the physical phone call. alarmname RaiseAlarm Specifies the name of the alarm to raise. operation Test edu Data Specifies the type of comparison on which to base the test (choice property: =, >, <, >=, <=, <>, exists). Advanced tab The Advanced tab contains properties that the designer of workflows might modify to use the block for an unusual, advanced, or customized function. Properties on the Advanced tab usually have the following characteristics: The property contains a valid default value when the block is added to the workflow from a palette The property has a value that you rarely modify The property deals with an advanced feature, such as: - Automatically-defined variables - Data-sharing between blocks - Debugging - Server names - Global defaults The property is a default IC Script property, such as the start property of every block Note: Note: Do not add a property to the Advanced tab unless you know how to program methods in IC Scripts. Workflow Designer User Guide June

94 Chapter 6: Block creation standards Block appearance Standardized block appearance improves the visual representation of the workflow, and the ease of use of Workflow Designer. Use the guidelines in the following sections when you create block icons: Dimensions on page 94 Colors on page 94 Bitmaps on page 95 Dimensions The standard Workflow Designer block icons use framed rectangles for command blocks and diamonds for decision blocks. Block dimensions must be a multiple of 10, plus 1. These dimensions ensure that the edges of a block match the grid lines in the Work Area. If the edges do not match the grid lines and you accidently move the block slightly, the block will realign itself to a different line. This realignment can disrupt the straight lines of the connectors and make your workflow more difficult to follow. If the block is an even multiple of 10, plus 1, the center points of the block and the anchor snap are directly on a grid line. Suggested bitmap dimensions for blocks are: 41 x 41 pixels 41 x 61 pixels 61 x 61 pixels All palette icon bitmaps must be 32 x 32 pixels. Colors If blocks do not have a rectangular outline, use a transparency color to make them display correctly, particularly if they have shadows. Use magenta (RGB: 255,0,255) as the transparency color for icon bitmaps. Fill in blank areas around the image with this color. The icon then allows the background of the Work Area to show through these areas. To see an example of transparency color, browse through the blocks located in IC_INSTALL_DIR\IC72\design\common\Qworkflowdesigner\icons. 94 Workflow Designer User Guide June 2009

95 Block appearance Typically, block icons are derived from the following two parts: Graphical noun For example, a grid for a table record, or a DNA strand for a string Graphical verb For example, a starburst to indicate creation, or a plus sign to indicate addition or concatenation You can combine graphical nouns and verbs to create a wide variety of icons, for example: DNA strand + starburst Create string Grid + plus sign Add record DNA strand + plus sign Append string Bitmaps Use the following guidelines for bitmaps: Make block and icon bitmaps as representational as possible Limit the use of text in the bitmaps Use similar bitmaps for blocks that have similar functions Do not use identical or similar bitmaps for blocks with different functions Design your bitmaps to cast a shadow toward the lower right, with vertical and horizontal offsets of 6 pixels (set on the Expert tab: Shadow Offset X = 6, Shadow Offset Y = 6) Add at least four anchor snaps at the top, bottom, left, and right of the following blocks: - All blocks that are not the StartFlow block - A block with multiple name outputs, such as a decision block Workflow Designer User Guide June

96 Chapter 6: Block creation standards 96 Workflow Designer User Guide June 2009

97 Chapter 7: IC Script coding standards IC Scripts provide the core functionality in blocks. An IC Script contains Visual Basic for Applications (VBA) code with Avaya Interaction Center extensions that the Workflow server requires to execute a workflow. Note: Note: The IC Script within each block is treated as a complete object. You must not use Sub or End Sub procedure identifiers within a block as these items are generated automatically when the block is compiled. Use the standards in the following sections when you create, customize, or modify an IC Script: Finding block names on page 97 IC Script header on page 98 Property name references on page 99 Debugging statements on page 99 Exit code on page 104 Error handling on page 105 Server requests on page 105 For more information about IC Scripts, see: Including file-based IC Scripts on page 64 Sample code on page 106 Using the IC Script Editor on page 108 Finding block names To support the debug output format described in Debugging statements on page 99, every block must determine the following information: The common name of the block The name of the flow The name of the flowset Object code Workflow Designer User Guide June

98 Chapter 7: IC Script coding standards The block can obtain the name of the workflow and flowset, in the format flowsetname.flowname, from the Script variable flowfullname. The StartFlow block automatically defines this variable. At the top of the IC Script, each block sets the variable, lastblock, to the fully- formatted block name. The StartFlow block automatically defines this variable in the following format: WriteEDU (QA.scenario_01.Block2) The block sets the variable, lastblock, through the following code: blockname$ = "SetValues" Script.variable.lastBlock = blockname & " (" & _ Script.variable.flowFullName & "." & {_objectcode} & ")" The lastblock variable always holds the name of the last block that was processed. The On Exit block uses this information to record unexpected exit points. IC Script header Every IC Script should have an area of comments at the beginning of the code that displays the following information: Block name Code version and date Description of the function '************************************************************************ ' Copyright (c) 1999, 2000, 2001, 2002 Avaya Inc., USA ' All rights Reserved '************************************************************************ ' Block: Fetch Customer Record ' Version: 02/2002 'Description: This block fetches a customer record from the ccq.customer ' table and stores all values found in the customer_info ' container. It also staores the customer_key value in the EDU ' root. ' '************************************************************************* 98 Workflow Designer User Guide June 2009

99 Property name references Property name references All blocks use the convention, {_#PropertyName}, to reference a property that uses literals for values in the IC Script. This statement converts the property value into the UTF-8 (Unicode Transformation Format-8) character set required by Avaya IC. For example, in the debugging code of the Fetch EDU block, the following line references the blockdebug property: {_#blockdebug} = "on") Then debug% = True Else debug% = False Note: Note: If you use {_PropertyName}, string comparisons may fail when you enter the property value in the IC Script or Property sheet. Debugging statements You can use debug output of blocks and workflows to create a log on the Workflow server that can help you observe and troubleshoot workflow behavior. This log is created when workflows are loaded and then executed on the Workflow server. Blocks support a complex debugging scheme that lets you decide if and how you debug blocks and workflows. The following topics contain information and standards for including debug code in block IC Scripts: Determining the debugging mode on page 100 Debug header on page 100 Debug summary on page 101 Detailed debug output on page 102 Limiting debug output on page 102 For more information on the options available for testing and debugging blocks and workflows, see Avaya IC Media Workflow Reference. Workflow Designer User Guide June

100 Chapter 7: IC Script coding standards Determining the debugging mode Nearly all blocks have a blockdebug property. If you want to debug a block, set this property to on. When this property is set to on, the code within the block sets the integer variable, debug, with the appropriate value. 0 (zero) if the blockdebug property is off 1 if the blockdebug property is on Important:! Important: For any debugging to occur, you must select the Turn on Debugging Globally check box on the Compiler tab in the Project Settings dialog box. Select Project > Settings from the menu bar to open this dialog box. Note: Note: If the Start block property, flowdebug, is enabled in your workflow, you do not need to set debugging for any other blocks within the flow. If the value of flowdebug is custom or any value other than off or on, the debugging level for a block is controlled by each block. The blockdebug property sets the debugging mode through the following code: #If PROJECT_DEBUG Then 'Set debug flag If Script.variable.flowDebug = "on" OR _ (Script.variable.flowDebug <> "off" AND _ {_#blockdebug} = "on") Then debug% = True Else debug% = False 'Print header for debug output if needed If debug Then debugout$ = "======== Debug: " & _ Script.variable.lastBlock & " ========" & ebcrlf #End If Debug header If debugging is enabled and active, the block prints a first line (header) to the log file, formatted as follows: //======== Debug: SetValues (QA.scenario_01.Block2) ======== 100 Workflow Designer User Guide June 2009

101 Debugging statements! Important: Important: Do not use the Print statement in any location except at the end of the code for the block. Using only one Print statement makes the output contiguous and more efficient. Printing of this header is done through the following code: 'Print header for debug output #If PROJECT_DEBUG Then If debug Then debugout$ = "======== Debug: " & _ Script.variable.lastBlock & " ========" & ebcrlf #End If Assign the header line to the local variable, debugout, and append all subsequent debug output to this string. The Print statement at the end of the code prints all debug output for the block. Debug summary For subsequent areas of code, you can create one-line debug summaries that provide information about the results for a section of code. You should create a debug summary as soon as the relevant information, such as a count, is known. Append this debug summary to the debugout variable. //Writing 3 couples The following code from the Write EDU block provides an example of appending debug summary data to the debugout variable. 'Functional code for the block length = {_#newvdudata}.length() 'Print a one-line summary of block operation #If PROJECT_DEBUG Then If debug Then If length <> 1 Then cplwrd$ = "couples" Else cplwrd$ = "couple" debugout = debugout & "Writing " & length & " " & cplwrd & ebcrlf End If #End If Workflow Designer User Guide June

102 Chapter 7: IC Script coding standards Detailed debug output Blocks log detailed debugging information if the debug level is on (1). The debugging information must contain relevant data, such as the following: Returned values from requests Error information Information relevant to the integrator debugging the system You can typically assume that performance is not an issue when the debug level is set high, so you can add as much to the log as possible. If your output occupies multiple lines, add a carriage return (VBA constant ebcrlf) after each line. In the simplest cases, you can add new information, such as string MyNewInfo, to the debugout variable as follows: #If PROJECT_DEBUG Then If debug Then debugout = debugout & MyNewInfo$ & ebcrlf End If #End If Limiting debug output VBA restricts strings to a maximum of 32KB. If the total debug output for a block exceeds this limit, you may experience additional errors or problems with the processing of the workflow. To avoid these problems, you should write code that determines the length of the debugout variable after it is appended with data that could vary significantly in size. The following code aborts debug printing if the debugout variable is greater than or equal to 32 KB: #If PROJECT_DEBUG Then If debug Then 'To get atomic output, lump everything into 1 string! For i& = 0 to length - 1 debugout = debugout & MyNewData(i)& ebcrlf 'This block could have a lot of output when in debug mode. 'Limit it to 32k. If len(debugout) >= Then debugout = debugout & _ "Debug output approaching 32k! Aborting printout..." Exit For End If Next i End If #End If 102 Workflow Designer User Guide June 2009

103 Debugging statements Even debug output of less than 32 KB can be difficult to read. Use the maxdebuglength advanced block property to set the maximum debug output length. For example, you can use this property to obtain a summary plus a limited output of 200 characters, rather than the entire debug output. Use the maxdebuglength property as follows: 'Full debug output #If PROJECT_DEBUG Then If debug Then 'To get atomic output, lump everything into 1 string! For i& = 0 to length - 1 debugout = debugout & MyNewData(i) & ebcrlf 'This block could have a lot of output when in debug mode. 'Limit it to {_#maxdebuglength}, or 32k, whichever is smaller. If len(debugout) >= {_#maxdebuglength} Then debugout = debugout & "Debug output exceeded max of" _ & {_#maxdebuglength} & "bytes! Aborting printout..." Exit For ElseIf len(debugout) >= Then debugout = debugout & _ "Debug output approaching 32k! Aborting printout..." Exit For End If Next i End If #End If Tip: Tip: Limit the length of debug output for blocks that have a reasonable chance of creating excessive log entries. Workflow Designer User Guide June

104 Chapter 7: IC Script coding standards Exit code Every block has a similar area of code at the end. For example: endsetvalues: 'line label #If PROJECT_DEBUG Then If debug Then Print debugout End If #End If! Important: Important: Avoid infinite loops when working with IC Scripts for blocks. The workflow server executes individual workflow instances block by block. A workflow instance stops responding if a block fails to relinquish control back to the workflow. The line label that starts this section of code should be the common block name prefixed with end. Each block should contain only one Print statement. The single Print statement should be used to stream all debug output for the block to the log file at one time. If the block has multiple exit connections, such as a decision block, the code can also contain a line to specify the next connection. For example, if the name of the connection to the next block was stored in variable nextconnection, the IC Script would end with: endmyblock: #If PROJECT_DEBUG Then If debug Then Print debugout End If #End If Script.SetNextConnection nextconnection Note: Note: While you can set the next connection at any point in the IC Script of a block, code is easier to read and update if the next connection is made only once at the end of the code. 104 Workflow Designer User Guide June 2009

105 Error handling Error handling Errors encountered in IC Scripts can produce the following results: Raise an alarm Log debug information Exit the block If the error is not recoverable, use the GoTo statement to jump to the line label at the end of the code. For example, if the WriteEDU block cannot determine an EDUID, execute the following code: 'Now if {_#vdu_id} property is still empty, we have an error! If {_#vdu_id} = "" Then Toolkit.alarm "WriteEDUError", "High", "No EDUID!" GoTo endwriteedu End If endwriteedu: #If PROJECT_DEBUG Then If debug Then Print debugout End If #End If See Block alarm settings on page 89 for details on raising alarms. For information on using the IC Script string table for error handling, see IC Database Designer Application Reference. Server requests The IC workflow extensions to VBA let you make Common Object Request Broker Architecture (CORBA) requests to other entities. To make blocks configurable, reference the following items by properties instead of hard-coded values: Server name All possible input arguments Method name For example, the WriteEDU block calls the method EDU.SetValues, with the following code: Toolkit.Request {_#servername} & ".SetValues", {_#vdu_id}, {_#newvdudata} Workflow Designer User Guide June

106 Chapter 7: IC Script coding standards Only the method name does not use a variable. For example, the TransferCall block can use several methods, such as Transfer, TransferEDU or Route, reference entities and parameters with properties, such as servername, vdu_id, and newvdudata in the previous code example. If a parameter is rarely changed, such as the name of a server, create the parameter as an advanced property instead of a basic property. Sample code The following is the default IC Script for the Set Values block: '************************************************************************ ' Copyright (c) 1999, 2000, 2001, 2002 Avaya Inc., USA ' All rights Reserved '************************************************************************ '' Block: Set Values '' Description: ' To set default values for variables ''************************************************************************ Dim svalue AS String 'Mark the block we are in blockname$ = "SetValues" Script.variable.lastBlock = blockname & " (" & _ Script.variable.flowFullName & "." & {_objectcode} & ")" #If PROJECT_DEBUG Then 'Set debug flag If Script.variable.flowDebug = "on" OR _ (Script.variable.flowDebug <> "off" AND _ {_#blockdebug} = "on") Then debug% = True Else debug% = False 'Print header for debug output if needed If debug Then debugout$ = "======== Debug: " & _ Script.variable.lastBlock & " ========" & ebcrlf #End If svalue = {_#Value_01} {_#VarName_01} = svalue svalue = {_#Value_02} {_#VarName_02} = svalue svalue = {_#Value_03} {_#VarName_03} = svalue 106 Workflow Designer User Guide June 2009

107 Sample code svalue = {_#Value_04} {_#VarName_04}= svalue svalue = {_#Value_05} {_#VarName_05} = svalue svalue = {_#Value_06} {_#VarName_06} = svalue svalue = {_#Value_07} {_#VarName_07} = svalue svalue = {_#Value_08} {_#VarName_08}= svalue svalue = {_#Value_09} {_#VarName_09}= svalue svalue = {_#Value_10} {_#VarName_10} = svalue svalue = {_#Value_11} {_#VarName_11} = svalue svalue = {_#Value_12} {_#VarName_12} = svalue 'Debug section endsetvalues: #If PROJECT_DEBUG Then If debug Then Print debugout End If #End If Workflow Designer User Guide June

108 Chapter 7: IC Script coding standards Using the IC Script Editor To modify or validate the IC Script for a block, use the IC Script Editor. Editing an IC Script To edit the IC Script for a block: 1. On the Advanced tab, select the value of the start property. Workflow Designer displays the IC Script Editor window. If the selected block does not have an associated IC Script, this window displays a blank page. 2. Edit or enter the IC Script as required. Validating an IC Script You must validate all IC Scripts that you create or edit before you build a workflow. 108 Workflow Designer User Guide June 2009