Genesys One Routing Applications Guide

Genesys One 8.1.0 Routing Applications Guide

tice Copyright 2013 Genesys Telecommunications Laboratories, Inc. All rights reserved. Genesys Telecommunications Laboratories, Inc. 2001 Junipero Serra Blvd., Daly City, CA 94014 Phone: 1-888-GENESYS Fax: 1-650-466-1260 The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc. ABOUT GENESYS Genesys Telecommunications Laboratories, Inc. pioneered the field of Computer-Telephony Integration (CTI) and today is the leading provider of infrastructure independent contact center solutions for the enterprise, service provider, and e-business markets. With its ability to integrate interactions across all media types, including the Web and traditional voice, Genesys software helps businesses provide a consistent customer interaction experience. TRADEMARKS Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. UNIX is a registered trademark of The Open Group in the United States and other countries. Microsoft, Windows, Windows 2000, Windows NT, Windows 2003, Windows XP, and Windows Vista are registered trademarks of Microsoft Corporation. All other trademarks and trade names referred to in this document are the property of other companies. GENESYS ONE 8.1.0 PAGE 2 OF 25 ROUTING APPLICATIONS GUIDE

Contents 1 OVERVIEW... 4 2 VOICE ROUTING... 4 2.1 APPLICATION WORKFLOW... 4 2.1.1 Default Workflow... 4 2.1.2 Entry Handling... 6 2.1.3 Auto-Attendant Menus... 8 2.1.4 Distribution... 9 2.2 VOICE ROUTING CONFIGURATION... 10 2.2.1 Voice Routing Parameter Group Templates... 11 2.2.2 Voice Routing Parameters... 13 3 EMAIL ROUTING... 20 3.1 APPLICATION WORKFLOW... 20 3.1.1 Interaction Queues and Workbins... 21 3.2 EMAIL ROUTING CONFIGURATION... 21 3.2.1 Email Routing Parameter Group Templates... 21 3.2.2 Email Routing Parameters... 23 GENESYS ONE 8.1.0 PAGE 3 OF 25 ROUTING APPLICATIONS GUIDE

1 Overview Genesys One includes built-in applications for routing calls and email. This guide describes how these strategies work and explains how you can configure the applications to meet your business needs. This guide assumes that the configuration steps detailed in the Genesys One Deployment Guide are already complete, which means that the parameter group templates have already been created and deployed to create the default parameter groups. You can extend your voice routing capabilities, for example, by deploying the Inbound group template to configure a new routing point. If you are new to Genesys software Both voice and email routing enable you to use the Genesys Administrator Extension interface to set options (parameters) that tailor routing operations. Some of these options, such as declaring an emergency or changing open hours, are easily set by someone who has no prior experience configuring Genesys software. Other options, such as auto-attendant (IVR) menus and business targets, are tied to more complex features that must be synchronized with settings in other Genesys applications. We suggest that you rely on your Genesys One provider to set up these features for you. They can then show you what options they have customized, such as business reporting categories (Service, Segment, and Department, for example) and announcements. 2 Voice Routing 2.1 Application workflow The Genesys One voice routing application consists of a master ( default ) workflow that points, as needed, to several subordinate workflows. 2.1.1 Default Workflow The default workflow, diagrammed below, operates as follows: 1. It receives the incoming call, retrieves the dialed number (DNIS), and uses the Entry Handling workflow to apply status conditions to the call: Is the call center open? Is an emergency underway? For flow details, see Section 2.1.2, Entry Handling. You can create parameter groups that specify values for a number of operational parameters that determine the call flow. For a list of these parameters and possible values, see Section 2.2.2, Voice Routing Parameters. 2. If you have given the caller a menu of options ( Press 1 for Sales, and so on), the call passes to the Auto-attendant menu (DTMF) workflow, which specifies the action to be taken depending on the caller s menu choice. The Auto-attendant flow can cycle up to three times, to accommodate three layers of routing. For flow details, see Section 2.1.3, Auto-Attendant Menus. 3. After the call has exited or bypassed the DTMF workflow, it enters the Distribution workflow, which delivers the call to a targeted agent based on agent availability and call priority. For flow details, see Section 2.1.4, Distribution. GENESYS ONE 8.1.0 PAGE 4 OF 25 ROUTING APPLICATIONS GUIDE

Start Default Workflow Get parameter lists (DNIS + default) Entry handling subflow Is Auto-attendant Enabled? Auto-attendant subflow Assign next parameter list to drive the call. Loop max 3x Is Auto-attendant enabled for the next list? Distribution subflow End GENESYS ONE 8.1.0 PAGE 5 OF 25 ROUTING APPLICATIONS GUIDE

2.1.2 Entry Handling The Entry Handling workflow, diagrammed below, determines special handling of the call. For example, if the customer is calling out of office hours, the call goes to the Sub_HandleOOH where a Closed announcement is played to the customer. The special conditions handled in this workflow, and the names of the associated sub workflows, are: Special Day (Sub_HandleSpecialDay) Bank/company holidays, typically OOH (Sub_HandleOOH) Out of office hours Emergency (Sub_HandleEmergency) Closure of the contact center due to an onsite emergency This workflow also handles the initial greetings, if any (Sub_HandleGreeting). This information is configured in the Inbound Template. GENESYS ONE 8.1.0 PAGE 6 OF 25 ROUTING APPLICATIONS GUIDE

Start Entry Handling subflow Is Greeting enabled? Handle Greeting subflow Retrieve Special Day Is Special Day? Handle Special Day subflow Retrieve Open Hours CC Closed? Handle Out of Office subflow Emergency set? Handle Emergency subflow Return to Default Workflow GENESYS ONE 8.1.0 PAGE 7 OF 25 ROUTING APPLICATIONS GUIDE

2.1.3 Auto-Attendant Menus The Auto-Attendant Menus (DTMF) workflow, diagrammed below, acts as an Interactive Voice Response tree to the customer. It plays a menu announcement configured in the Inbound Template, and assigns a Distribution Parameter Group or an Inbound Parameter Group based on the digit (touch tones) collected. For example: The announcement gives the customer three choices (Press 1 for Customer Service, 2 for Sales, and 3 for Technical Support): Touch tone 1 = Customer Service (Distribution Template) Touch tone 2 = Sales (Distribution Template) Touch tone 3 = Tech Support at Route Point 6001 (the Inbound Template that matches the DNIS for the Technical Support Route Point) The auto-attendant flow can accommodate up to three cycles during a call. In the example above, Touch tone 2 (Sales) might give the caller a second set of options: for Product A, press 1; for product B, press 2, and so on. To learn how to build your menus, see Auto-attendant menus under Section 2.2.2, Voice Routing Parameters. The call returns to the Default Workflow and continues with the Sub_Distribution workflow. Start Auto-attendant (DTMF) subflow Menu counter=0 Play Auto-attendant Menu Counter++ Touch tone collected? Counter>=3? Match with touch tone parameters? Default distribution parameter group defined? Use Touch tone parameter for routing Use Default distribution parameter group for routing Use original (default) list for routing Return to Default Workflow GENESYS ONE 8.1.0 PAGE 8 OF 25 ROUTING APPLICATIONS GUIDE

2.1.4 Distribution The Distribution call flow, diagrammed below, distributes the call to an agent: 1. It collects statistics to determine what agents are logged in and available to take the call. 2. It routes the call to an agent from a target agent group: it first tries an agent from Target 1, then, in sequence, tries Targets 2, 3, and 4 if it does not find an agent within the timeout set for that target. Finally, if it does not find an agent from Targets 1-4 within the allotted time, it sends the call to the overflow target, which can be a standard telephone number (such as 415-555-1212) or a routing point (such as 6001). te that Targets 2-4 are optional; routing skips any undefined targets. The Busy Treatments subflow plays queue music in a loop until the call is distributed to an agent or abandoned. Redirect On Answer (RONA): if the call has already been distributed to an agent who did not answer the call, the Distribution flow invokes the RONA Enhanced Routing Script, which distributes the call as if it had not been previously distributed, and sets to t Ready the status of the agent who did not answer. GENESYS ONE 8.1.0 PAGE 9 OF 25 ROUTING APPLICATIONS GUIDE

Start Distribution workflow If RONA Set Priority parameters Set Target 1 Set RONA parameters Handle Busy Treatments subflow: Initiate queue music Increment Target Target x (1-4) parameter exists? Target overflow parameter configured? Activate Target x timeout Route to Target overflow Default route call Agents logged into agent group? Select Agent (Target Block) and wait until Timeout x expires Agent selected? Route to agent Return to Default Workflow 2.2 Voice Routing You can configure different values for a number of voice routing parameters, such as open hours and call priority. To handle different call flow scenarios, you use Genesys Administrator Extension to create parameter groups based on the default parameter group templates supplied in Genesys One. GENESYS ONE 8.1.0 PAGE 10 OF 25 ROUTING APPLICATIONS GUIDE

2.2.1 Voice Routing Parameter Group Templates The Genesys One voice routing application supplies two default Parameter Group Templates, the Voice Inbound Template, which handles DNIS route points, and the Voice Distribution template, which handles auto-attendant routing. 2.2.1.1 GO_VoiceInbound_Template Depending on your Voice call-flow complexity, you create one or multiple Route Points. Each Route Point that can receive calls must own its corresponding Parameter Group in GAX. Deploy the GO_VoiceInbound_Template as many times as necessary. The Parameter Group name must match the Route Point number (DNIS). Name: GO_VoiceInbound_Template Description: Genesys One Voice Inbound Template. Deploy this template for DNIS Route Points. Order Section Name 1 (empty) Parameter group function 2 Business Department 3 Business Service 4 Business Product 5 Business Segment 6 Business Flow 7 Business Target virtual queue 8 Auto attendant Auto attendant menu activated 9 Auto attendant Announcement-Auto attendant menu 10 Auto attendant Touch tone 0 11 Auto attendant Touch tone 1 12 Auto attendant Touch tone 2 13 Auto attendant Touch tone 3 14 Auto attendant Touch tone 4 15 Auto attendant Touch tone 5 16 Auto attendant Touch tone 6 17 Auto attendant Touch tone 7 18 Auto attendant Touch tone 8 19 Auto attendant Touch tone 9 20 Calendar Open Hours 21 Calendar Special day 22 Emergency Emergency declared 23 Greetings Greetings activated 24 Audio Announcement-Closed 25 Audio Announcement-Special day 26 Audio Announcement-Emergency 27 Audio Announcement-Greeting 1 28 Audio Announcement-Greeting 2 29 Audio Music File 30 Audio Personality 31 Priority Tuning Priority Start 32 Priority Tuning Priority Increment 33 Priority Tuning Priority Interval 34 Priority Tuning Priority Limit 35 Targets Default distribution parameter group 36 Targets Target 1 37 Targets Target 2 38 Targets Target 3 39 Targets Target 4 GENESYS ONE 8.1.0 PAGE 11 OF 25 ROUTING APPLICATIONS GUIDE

40 Targets Target 1 timeout 41 Targets Target 2 timeout 42 Targets Target 3 timeout 43 Targets Target 4 timeout 44 Targets Target overflow 2.2.1.2 Voice Distribution template Depending on your Voice call-flow complexity, you can create auto-attendant menus. See Autoattendant menus under Section 2.2.2, Voice Routing Parameters. Name: GO_VoiceDistribution_Template Description: Genesys One Distribution Template. Deploy this template for sub-menu lists accessed through the Touch tone parameters. Order Section Name 1 (empty) Parameter group function 2 Business Department 3 Business Service 4 Business Product 5 Business Segment 6 Business Flow 7 Business Target virtual queue 8 Auto attendant Auto attendant menu activated 9 Auto attendant Announcement-Auto attendant menu 10 Auto attendant Touch tone 0 11 Auto attendant Touch tone 1 12 Auto attendant Touch tone 2 13 Auto attendant Touch tone 3 14 Auto attendant Touch tone 4 15 Auto attendant Touch tone 5 16 Auto attendant Touch tone 6 17 Auto attendant Touch tone 7 18 Auto attendant Touch tone 8 19 Auto attendant Touch tone 9 20 Audio Music File 21 Priority Tuning Priority Start 22 Priority Tuning Priority Increment 23 Priority Tuning Priority Interval 24 Priority Tuning Priority Limit 25 Targets Default distribution parameter group 26 Targets Target 1 27 Targets Target 2 28 Targets Target 3 29 Targets Target 4 30 Targets Target 1 timeout 31 Targets Target 2 timeout 32 Targets Target 3 timeout 33 Targets Target 4 timeout 34 Targets Target overflow GENESYS ONE 8.1.0 PAGE 12 OF 25 ROUTING APPLICATIONS GUIDE

2.2.2 Voice Routing Parameters You can adjust voice routing parameters in either of two ways: To set new default values to be used in all new parameter groups that use the parameter, open Genesys Administrator Extension, navigate to Operations Parameters, and adjust values as desired. Do not change Key Names. To set a new value that applies only to a specific parameter group, open Genesys Administrator Extension, navigate to Operations Parameter groups, and adjust values as desired. Auto-attendant menus You can use parameter groups to build multiple sets of up to three cascading auto-attendant menus. Keep in mind that you must record a corresponding Auto attendant menu announcement for each set you build. To create a single set of three cascading menus: 1. Plan your menu set, because it is most efficient to begin by creating the third tier and its touch-tone selections, then the second tier, then the first. Your plan will look something like the following (the parameter group type is in parentheses): 8000 (Inbound) 1: Customer Service (Distribution) 1: Wondrous Product Line (Distribution) 2: Stupendous Product Line (Distribution) 2: Sales (Distribution) 1: rth America (Distribution) 2: EMEA (Distribution) 3: Technical Support at routing point 6001 (Inbound) 1: Printers (Distribution) 2: Monitors (Distribution) 3: Mice (Distribution) PAGE 13 OF 25 GENESYS CONFIDENTIAL

A customer having difficulty with their mouse calls the number that corresponds to routing point 8000, then presses 3 for Technical Support and 3 again for Mice. In this example, you create 11 parameter groups: 2 Inbound and 9 Distribution. 2. Deploy the third-tier parameter groups (in the example, Wondrous Product Line, Mice, and the other 5). See below for help in setting the individual parameters. 3. Deploy the second-tier parameter groups. Add the third-tier groups as values for the Touch tone parameters. In the example, you deploy the Sales parameter group, then assign the rth America group to Touch tone 1, and EMEA to Touch tone 2. Important: When you create an Inbound parameter group, the name of the parameter group must be the same as the routing point that you want to handle these incoming calls (in the example, the Technical Support group must be named 6001). 4. Deploy a parameter group based on the Inbound parameter group template. Add the second-tier groups as values for the Touch tone parameters. In the example, you deploy the 8000 parameter group, then assign the Customer Support group to Touch tone 1, Sales to Touch tone 2, and 6001 to Touch tone 3. Priority tuning You can adjust the priority of calls using the four priority tuning options. Over time, unanswered calls receive higher and higher priority, ensuring that calls do not remain in the queue for excessive lengths of time. Priority start sets the initial call priority; you typically have little reason to change the default of 1. Priority interval sets the number of seconds between priority increments. If you set the priority interval to 60 seconds, for example, and the priority increment is 1, then after 5 minutes of wait time, the call would have a priority level of 6, pushing it ahead of calls with priority values of 1-5. Priority Increment sets the number to add to the priority value each time the priority interval is exceeded. As the priority levels are relative, a setting of 1 typically works. Priority limit sets the upper limit for priority increments; all calls at the maximum priority level will receive equal treatment. Business options The five business parameters Service, Segment, Product, Department, and Flow represent reporting categories and are completely customizable to your business model. You can assign different combinations of these parameters to each of your Inbound and Distribution parameter groups, to distinguish them in reporting and enable you to identify the unique properties of the parameter group. PAGE 14 OF 25 GENESYS CONFIDENTIAL

Open hours and special days The parameter Open hours sets the standard hours that your office is open during the week. Use the Special day parameter to set: The dates or days of the week on which your office is closed for the entire day. The dates or days of the week on which your office is closed for only part of the day. In these cases, you use the Time Ranges field in GAX to set the hours that you will be open on that date. Specific dates set in Open hours are treated as special days. Hours set for the same date in Special day override those set in Open hours; for example, if Open hours specifies that you are open from 9AM to noon on December 31, and Special day sets the hours of 11AM-2PM for the same date, callers who call at 10AM on that date hear the Closed message. Similarly, in both parameters, date patterns higher in the list take precedence over those lower in the list. Voice parameters Name Key Name Help Text Type Mandatory Value (samples) Min Max Default Announcement- closed_annc Audio Resource played Audio Resource True Closed Annc Closed when the service is closed Announcement-Auto attendant menu dtmf_menu_annc Audio Resource played when the auto attendant is enabled Audio Resource True Auto-attendant Menu 1 Announcement- Emergency Announcement- Greeting 1 Announcement- Greeting 2 Announcement- Special day Auto attendant menu activated emergency_annc greeting_annc1 greeting_annc2 spec_day_annc dtmf_enabled Audio Resource played when Emergency is activated Audio Resource played when Greeting 1 is enabled Audio Resource played after Greeting 1 when Greeting 2 is enabled Audio Resource played for a special day Activates an auto attendant menu (such as Press 1 for Sales) for this parameter group Audio Resource True Emergency Annc Audio Resource True Greeting 1 Audio Resource Greeting 2 Audi Resource True Special Day Annc Boolean True PAGE 15 OF 25 GENESYS CONFIDENTIAL

Default distribution parameter group list_distrib The distribution parameter group that provides the default and overflow target for this parameter group; if you do not set this parameter, the call flow uses the originally defined list of targets and timeouts Department department Business organization used as a category for reporting Emergency declared emergency_flag Activates the emergency announcement, overriding any other announcement Flow flow A business flow used as a category in reporting Greetings activated greetings_flag Activates the Greeting 1 and, if enabled, Greeting 2 announcements Music File music_file Audio Resource for music played while the caller is in the queue Open Hours open_hours Sets the hours that you are open and accepting calls; to specify open hours on specific dates, you must place the date above all day-of-week entries Parameter group description The function of this function parameter group Personality default_personality The voice used in the announcements Priority Increment prio_increment Sets the number to add to the priority value each time the priority interval is exceeded Priority Interval prio_interval The time interval (in seconds) between priority Transaction (List) Custom List FrontOffice MiddleOffice BackOffice Boolean True Custom List New customer Existing customer Returning customer Boolean True Audio Resource True Music In Queue Schedule True From Monday to Friday, 08-20. Closed on Saturday and Sunday. String Personality True Default Personality Integer 0 99999 0 Integer 0 99999 0 PAGE 16 OF 25 GENESYS CONFIDENTIAL

increments Priority Limit prio_limit The priority increment limit Integer 0 99999 0 Priority Start prio_start The initial priority assigned to each incoming call Integer True 1 99999 1 Product product A product or product group used as a category for reporting Custom List Residential Commercial Industrial Segment segment A customer category used as a category for reporting Service service Business categories typically used as the top level of the auto attendant menu choices Special day special_day A list of exceptions to the regular open hours, for a holiday or other reason Target 1 target1 The first agent group to which the call is routed Target 2 target2 The second agent group to which the call is routed Target 3 target3 The third agent group to which the call is routed Target 4 target4 The fourth agent group to which the call is routed Target 1 timeout targettimeout1 The timeout, in seconds, after which the call is routed to the next target agent group Target 2 timeout targettimeout2 The timeout, in seconds, after which the call is routed to the next target agent group Custom List VIP Premium Lead Custom List Sales TechSupport Delivery Billing CustomerService Schedule Dec 25 th Jan 1 st Agent Group Agent Group Agent Group Agent Group Integer True 0 99999 300 Integer 0 99999 1 Target 3 timeout targettimeout3 The timeout, in seconds, Integer 0 99999 1 PAGE 17 OF 25 GENESYS CONFIDENTIAL

after which the call is routed to the next target agent group Target 4 timeout targettimeout4 The timeout, in seconds, after which the call is routed to the next target agent group Target overflow target_other The phone number to which a call is routed if the final Target timeout is exceeded or if no target agent group is specified. Important: you cannot use a routing point as this number. Target virtual queue targetvq A reporting entity set up in Genesys Administrator Touch tone 0 dtmf_0 Distribution or Inbound parameter group selected when the caller selects 0 Touch tone 1 dtmf_1 Distribution or Inbound parameter group selected when the caller selects 1 Touch tone 2 dtmf_2 Distribution or Inbound parameter group selected when the caller selects 2 Touch tone 3 dtmf_3 Distribution or Inbound parameter group selected when the caller selects 3 Touch tone 4 dtmf_4 Distribution or Inbound parameter group selected when the caller selects 4 Touch tone 5 dtmf_5 Distribution or Inbound parameter group selected when the caller selects 5 Touch tone 6 dtmf_6 Distribution or Inbound parameter group selected when the caller selects 6 Integer 0 99999 1 String 415-555-1212 DN (Virtual Queue) Transaction (List) Transaction (List) Transaction (List) Transaction (List) Transaction (List) Transaction (List) Transaction (List) Touch tone 7 dtmf_7 Distribution or Inbound PAGE 18 OF 25 GENESYS CONFIDENTIAL

parameter group selected when the caller selects 7 Touch tone 8 dtmf_8 Distribution or Inbound parameter group selected when the caller selects 8 Touch tone 9 dtmf_9 Distribution or Inbound parameter group selected when the caller selects 9 Transaction (List) Transaction (List) Transaction (List) te 1: Parameters of type Custom List describe the voice call flows, which you must define using values appropriate to your environment. Use the values from the previous table as samples to help you design the solution and reporting filters. PAGE 19 OF 25 GENESYS CONFIDENTIAL

3 Email Routing 3.1 Application Workflow Similar to the voice solution, the email solution is flexible and configurable from a business user GUI. Due to the asynchronous nature of email, the set of parameters is different compared to inbound voice. To send acknowledgement responses, the customer can control part of the content of the Acknowledgement message sent by setting parameters. After reading a set of initial parameters, the solution performs content screening based on keywords if this option is set. If the e-mail can be assigned to a category, an acknowledgement is sent for the specific category (if the customer decides to send acknowledgements). Spam detection must take place on the corporate e-mail server and not on the Genesys platform. The Genesys One email routing workflow includes these steps: 1) The routing application pulls the email from the interaction queue Entered into the Screening Rules workflow. The initial parameters are retrieved from the EmailIntialParameters PG. 2) If screening is enabled, the application scans the subject line of the email, looking for terms that match those defined in the screening rules. If it finds a match, it uses the parameter values defined in the corresponding Category parameter group. For example, if the email subject includes the term annoyed, and the Category2 screening rule includes the term annoyed, the application uses the Category2 parameter group values, such as Email supervisor review=true and Email supervisor review percentage=100, meaning that a supervisor will review every response to such an email. If there is no match or screening is not enabled, the default category is assigned. 3) The email is queued in the interaction queue QueueingEmail and handled by the Route To Agent With Auto Response workflow. 4) If enabled, an Acknowledgement is sent to the customer. The content of the acknowledgement depends on the values in the Calendar PG (open, special day, or closed). If an error occurs while sending the acknowledgement, the strategy continues normally to the next step. 5) The email is queued for an available agent and distributed. If the email is not handled by an agent from the Email target agent group within the Email target timeout (default is one hour), the email is routed to the Email overflow target agent group. If the email is not handled by an agent from the overflow target agent group within the Email overflow target timeout (default is one day), the email is routed back either to the target agent group or to the overflow agent group. 6) The email is handled by an agent. If no reply is required, the agent terminates the interaction. 7) If the agent initiates a transfer from Interaction Workspace to another resource, the interaction is moved to the Transfer interaction queue where the workflow iws_transfer distributes it to the selected resource. 8) If an agent replies to the email, it goes to the interaction queue ProcessAgentReply. If Email supervisor review is enabled, a random number is generated and compared with Email supervisor review percentage. Based on the results of the comparison, the reply interaction is moved to one of two queues: the interaction queue Outbound, where it is sent to the customer by the ProcessSendReply workflow (step 10), or the queue Supervisor Review, where the Route To Supervisor workflow selects a an available supervisor for Quality Assurance review (step 9). PAGE 20 OF 25 GENESYS CONFIDENTIAL

9) If the email is selected for supervisor review, the reply email is handled by a supervisor (if not, the workflow moves to step 10). If the message is approved, the supervisor moves the interaction to the queue Outbound, where it is sent to the customer. If not approved, the supervisor can edit the content before sending or transferring it to an agent. 10) If email is sent successfully, the interaction stops; otherwise it proceeds according to step 11. 11) If an error occurs during the sending process, the strategy retries 5 times. After the 5 th attempt, the email is routed to the send error workbin. 3.1.1 Interaction Queues and Workbins The email workflow uses these interaction queues: Entered QueueingEmail ProcessAgentReplyQ SupervisorReview Outbound Error SendError Transfer TransferError The email workflow uses these workbins: workbin_in_progress workbin_draft workbin_send_error workbin_error 3.2 Email Routing You can configure different values for a number of email routing parameters, such as open hours and email priority. To handle different email flow scenarios, you use Genesys Administrator Extension to create parameter groups based on the default parameter group templates supplied in Genesys One. 3.2.1 Email Routing Parameter Group Templates The email solution definition creates the following parameter group templates. You can deploy the templates to create additional parameter groups (PGs). 3.2.1.1 GO_EmailInitialParameters_Template Order Section Name 1 Initial Parameters Email screening 2 Initial Parameters Email supervisor agent group 3 Initial Parameters Email from 4 Initial Parameters Email default virtual queue PAGE 21 OF 25 GENESYS CONFIDENTIAL

3.2.1.2 GO_EmailCalendar_Template Order Section Name 1 Calendar Email open hours 2 Calendar Email special day 3.2.1.3 GO_EmailCategory_Template The SPD creates parameter groups that correspond to the category defined in the five sample Screening Rules (Category1 Category5). The parameter group name must match the Screening Rule category output. The SPD also creates a Default Category parameter group that the application can use when it finds no matches to the other categories. Order Section Name 1 Acknowledgement Email acknowledgement 2 Review Email supervisor review 3 Review Email supervisor review percentage 4 Priority Tuning Email priority 5 Priority Tuning Email overflow priority 6 Targets Email target 7 Targets Email target timeout 8 Targets Email overflow target 9 Targets Email overflow target timeout If you define additional screening rules, you must deploy the template and create a Parameter Group with the same name as the output category of the new rule. For more information about Screening Rules, see the eservices 8.1 User s Guide. 3.2.1.4 GO_EmailAcknowledgement_Template Order Section Name 1 Acknowledgement Email acknowledgement opening 2 Acknowledgement Email acknowledgement body open hours 3 Acknowledgement Email acknowledgement body closed hours 4 Acknowledgement Email acknowledgement body special days 5 Acknowledgement Email acknowledgement closing 6 Calendar Email acknowledgement time zone PAGE 22 OF 25 GENESYS CONFIDENTIAL

GENESYS ONE DEPLOYMENT GUIDE 3.2.2 Email Routing Parameters You can configure different values for a number of email routing parameters, such as whether and how often you want supervisors to review incoming emails, or the salutation for an email response to a customer. You can adjust email routing parameters in either of two ways: To set new default values to be used in all new parameter groups that use the parameter, open Genesys Administrator Extension, navigate to Operations Parameters, and adjust values as desired. Do not change Key Names. To set a new value that applies only to a specific parameter group, open Genesys Administrator Extension, navigate to Operations Parameter groups, and adjust values as desired. Priority tuning You can adjust the priority of emails using the two priority tuning parameters: Email priority sets the initial email priority; you typically have little reason to change the default of 100. Email overflow priority sets the priority of emails that exceed the Email target timeout. The default value is also 100, which means that emails that have already passed the overflow timeout will be re-queued based solely on their age, ensuring that the oldest emails will appear in the queue first. Open hours and special days The parameter Email open hours sets the standard hours that your office is open during the week. Use the Email special day parameter to set: The dates or days of the week on which your office is closed for the entire day. The dates or days of the week on which your office is closed for only part of the day. In these cases, you use the Time Ranges field in GAX to set the hours that you will be open on that date. Specific dates set in Email open hours are treated as special days. Hours set for the same date or day of the week in Email special day override those set in Email open hours; for example, if Email open hours specifies that you are open from 9AM to noon on December 31, and Email special day sets the hours of 11AM-2PM for the same date, people who send an email at 10AM on that date receive the special day acknowledgement. Similarly, in both parameters, date patterns higher in the list take precedence over those lower in the list. Email parameters Name Key Help Text Type Mandatory Min Max Default Email acknowledgement Acknowledgement Sends customer an acknowledgement email, content depending on whether you are open, closed, or on a special Boolean True True PAGE 23 OF 25 GENESYS CONFIDENTIAL

GENESYS ONE DEPLOYMENT GUIDE Email default virtual queue EmailQueue day The default virtual queue to which all emails are routed Email from FromAddress The email address (typically DotReply) used in sending email responses to customers Email open hours Sets the hours during which you are email_open_hours open and processing emails; to specify open hours on specific dates, you must place the date above all day-of-week entries Email overflow OverflowPriority The priority assigned to all emails that priority exceed the overflow target timeout Email overflow target Email overflow target timeout Overflows OverflowTargetTimeO ut The agent group that receives all emails that exceed the overflow target timeout The length of time (in seconds) that an email can go unattended before being passed to the first available agent group (either target or overflow) Email priority Priority The initial priority assigned to each incoming email Email acknowledgement body open hours Email acknowledgement body closed hours Email acknowledgement body special days ack_body_open_hours ack_body_closed_hour s ack_body_special_day The body text used for acknowledgements sent during regular hours The body text used for acknowledgements sent during closed hours The body text used for acknowledgements sent during special days PAGE 24 OF 25 DN (Virtual Queue) String True GENESYS CONFIDENTIAL VQ_Default_email Schedule True From Monday to Friday, 08-20. Closed on Saturday and Sunday. Integer 1 99999 100 Agent Group Integer (min 1 99999 86400 (=24 hrs) and max values are positive integers) Integer (min True 1 99999 100 and max values are positive integers) String True Thank you for your email. We will get back to you as soon as possible. String True Thank you for your email. We are currently closed and will get back to you as soon as possible. Our office hours are: String True Thank you for your email. We are currently closed and will get back to you as soon as possible. Our office reopens on <date>

GENESYS ONE DEPLOYMENT GUIDE Email acknowledgement closing Email acknowledgement opening Email acknowledgement time zone ack_closing ack_opening time_zone The closing term to the customer at the end of the acknowledgement The greeting to the customer at the beginning of the acknowledgement The time zone text that you want to include in your email acknowledgements (free-form text such as Central Time or GMT ) at <time>. String True Regards String True Dear <Customer> Email screening Screening Enables email screening rules Boolean True True Email special day email_special_day A list of exceptions to the regular open hours, for a holiday or other reason Schedule Dec 25 th Jan 1 st Email supervisor SupervisorGroup The supervisor agent group that agent group receives the emails when supervisor review is enabled Agent Group Email supervisor SupervisorReview Enables supervisor review Boolean True review Email supervisor review percentage SupervisorReviewTime s The percentage of emails routed to supervisors for review Integer True 0 100 100 Email target timeout TargetTimeOut The length of time (in seconds) that an email can go unattended before being passed to the overflow agent group Email target Target The agent group that first receives all emails String Integer 1 99999 3600 Agent Group True PAGE 25 OF 25 GENESYS CONFIDENTIAL