Rules

This section provides you with instructions on how to configure the rules within Desktop Connect Express to undertake different actions based on the information provided with each call in PCAgent.

See also

Rules Overview

Up to 999 rules plus the Default Rule can be defined. A rule is denoted by the section heading [RuleX] where X defines the rule number. Rules must comply with the following:

  • A Default rule must be defined
  • Rules must be entered in the correct order e.g. Default Rule, Rule1, Rule2, Rule3 etc.
  • Rules must be consecutive e.g. Rule 3 is not permitted unless there is a Default Rule, Rule1 and Rule2 defined.
  • A Rule must have at least one match FieldX and one ValueX and a maximum of 999 fields and values defined.
  • Each match Fields in a Rule must have a corresponding Value field

Proactive Contact Calling List Fields

The integration with PCAgent provides all the field names and data contained in each of the fields on each screen ‘pop’ in PCAgent. This information can be used to determine the Action to be undertaken and be passed to another desktop application.

To use field names in Rules and actions, the field name is written within “<>” signs. For example <ACCTNUM> would use the Calling List field name ACCTNUM which is commonly used to for the unique record identifier or account number.

Inbound Calling List Fields

The integration with the Avaya Application Enablement Services for inbound call, provides all incoming call data to determine the Action to be undertaken and further processed by other application.

Inbound call data, includes the following information:

  • ALERTING - Alerting device
  • DNIS - Dialed number
  • ANI - Calling number
  • CALLID - Call Id
  • UCID - Universal Call Id
  • LASTREDID - Last redirecting device
  • UUI - User to user information
  • COLLECTVDN - Collect VDN
  • DIGITS - Collected digits
  • DISTRBDID - Specifies the ACD or VDN device that distributed the call to the agent station. This information is provided only when the call is processed by the switch ACD or Call Vectoring processing and is sent for a station monitor only (that is, when the deliveredType is DELIVERED_TO_STATION).
  • DISTRBVDN - The VDN extension associated with the distributing device

The usage methodology is the same as for the Proactive Contact calling list fields

Creating Rules

Rule Logic

Rules are executed using the following logic:

  • A Rule is ‘tested’ using the match Fields and Values defined in the Rule. The Field is the Calling List field name in the PCAgent screen and the Value is the field content expected in order for the Rule to be executed.
  • The Actions defined in the Rule will be executed if all the match Fields defined in the Rule are present in the PCAgent screen AND the content of all the fields match the Values defined in the Rule. This means that if any of the match Fields defined in the Rule are not present OR the data contained in all the Fields do not match the Values defined, the Rule will fail and the next Rule will be tested.
  • Where multiple match Fields are included in a Rule this is treated as a logical ‘AND’ match i.e. Field 1=Value1 AND Field2=Value2
  • When a rule fails, the next Rule will be tested. This results in a logical OR between Rules i.e. If Rule1 TRUE then perform Action 1 OR if Rule2 TRUE then Action2 else perform Action in the Default Rule.
  • If none of the defined Rules are successful, the Default Rule is used.

Rule Content

Each rule contains the following field settings:

Field type Required
Match Fields and Values Mandatory
Information Message Optional
Notification Message Optional
Call Timer Thresholds Optional
Automated actions (PopUp) Optional
Button Actions Optional
Copy to clipboard Optional
Execute extension Optional

Defining Match Fields and Values

A match FieldX and ValueXmust be defined for each Rule except the Default Rule. X denotes the unique number within the rule.

FieldX is the Proactive Contact Calling List field name that is to be used for the match. ValueX is field content that is to be matched. Up to 999 match fields can be defined in a single rule which will be executed as a logical AND. In the example below, Rule 1 will be executed if The CAMPAIG_ID field is present on the PCAgent screen AND contains the value “Collections” AND the APPLICATION field is present on the PCAgent screen AND contains the value “LB”. If not, the next rule will be executed.

[Rule1]

'Fieldx is the name of the field that is required

'Valuex is the required value, if empty the field must contain a value

* *

Field1=CAMPAIGN_TYPE

Value1=Collections

Field2=APPLICATION

Value2=LB

Each action can be of a different Type i.e. Sendkeys, DDE, URL or Execute.

Defining an Information Message

If the Information Message Window is enabled, the Information Message can be displayed. The Information Message for the Rule is defined using the InfoMessage parameter. The value of this InfoMessage parameter can be a mixture of text and the content of any Proactive Contact Calling List field that is displayed in the PCAgent screen or inbound call parameters. To add a calling list field, use the field name within “<>” signs. For example <ACCTNUM> where ACCTNUM is the calling list field name. The example rule shown below includes both text and calling list field information.

[Rule1]

'Fieldx is the name of the field that is required

'Valuex is the required value, if empty the field must contain a value

* *

Field1=CAMPAIGN_TYPE

Value1=Collections

Field2=APPLICATION

Value2=LB

InfoMessage=Collections,Account: <ACCTNUM>{nl} Name: <FIRSTNAME> <LASTNAME>{nl} Telephone: <PHONE1>

Threshold1=240

Threshold2=300

Threshold3=360

ResetAfter=yes

Note: the {nl} or {enter} continues the Information Message on a new line

The above example will display the following in the Information Message Window when Rule 1 is executed:

Collections

Account: 123456789

Name: Joe Blogs

Telephone: 123456789

Defining an Notification Message

If the Notification message is enabled, a toaster popup can be displayed when the application is minimized for the executing rule using the NotificationMessage parameter. The value of a parameter can be hyperlink containing any Proactive Contact calling list or CTI (defined under Inbound Service) field. To add a calling list field, use the field name within “<>” signs. For example <ANI> where ANI is the caller identification number. The example rule shown below includes both text and calling list field information.

[Rule1]

'Fieldx is the name of the field that is required

'Valuex is the required value, if empty the field must contain a value

* *

Field1=<DNIS>

Value1=5300

NotificationMessage=http://companycrmsystem/search?caller=>

Threshold1=240

Threshold2=300

Threshold3=360

ResetAfter=yes

The above rule presents the URL in the toaster pop-up when Rule 1 is applied, allowing users to open the company’s internal CRM system and perform a search against the caller number.

Defining Call Timer Thresholds

The Call Timer Thresholds for each Rule are set in the Threshold1,Threshold2 and Threshold3 parameters in the Desktop Connect Express Configuration File. Furthermore, to reset the counter for each call, the ResetAfter parameter must be set to Y. The following example will change the Call Timer executed by Rule 1 to yellow after 240 seconds has elapsed, red after 300 seconds and will flash red after 360 seconds plus reset for each call.

[Rule1]

'Fieldx is the name of the field that is required

'Valuex is the required value, if empty the field must contain a value

* *

Field1=CAMPAIGN_TYPE

Value1=Collections

Field2=APPLICATION

Value2=LB

InfoMessage=Collections,Account: <ACCTNUM>, Name: <FIRSTNAME> <LASTNAME>, Telephone: <PHONE1>

Threshold1=240

Threshold2=300

Threshold3=360

ResetAfter=yes

Defining Automated Actions

An automated action or popup is defined using 5 parameters:

  • PopupType - Either DDE, SENDKEYS, URL or EXECUTE
  • PopupWait - Wait time for information to be sent by PCAgent
  • PopupApplication - Application title to be sent action
  • PopupAction - Action (DDE, SendKeys or URL)
  • PopupFront - Keep PCAgent at the front after the Action is executed
  • PopupBehaviour - Controls how the IE browser interacts when an URL action is triggered

For a full description of PopupTypes and PopupActions see Chapter 4: Actions

Each rule can have multiple Popup actions which are executed in order. Each of the Popup action parameters within an Action must be labeled with the same sequential number. The following example shows 2 automated Actions that will be executed within Rule 1:

[Rule1]

'Fieldx is the name of the field that is required

'Valuex is the required value, if empty the field must contain a value

* *

Field1=CAMPAIGN_TYPE

Value1=Collections

Field2=APPLICATION

Value2=LB

InfoMessage=Collections,Account: <ACCTNUM>, Name: <FIRSTNAME> <LASTNAME>, Telephone: <PHONE1>

* *

Threshold1=240

Threshold2=300

Threshold3=360

ResetAfter=yes

* *

PopupType1=DDE

PopupWait1=200

PopupApplication1=EMULWIN

PopupAction1=[sendData(<ACCTNUM>)]

PopupFront1=Y

PopupType2=DDE

PopupWait2=200

PopupApplication2=EMULWIN

PopupAction2=[macro(cr.mac)]

PopupFront2=n

Defining Button Actions

Button Actions are very similar to automated actions except the GeoCTI Window must be displayed in order for each of the Buttons defined to be visible, each Button requires name that will be displayed and a ButtonAction is only be executed when a button is ‘clicked’.

A Button is defined using 5 parameters:

  • ButtonName1=Get Rec
  • ButtonType1=DDE
  • ButtonApplication1=EMULWIN
  • ButtonAction1=[sendData(<ACCTNUM>)]
  • ButtonExtension = SampleExtension

For a full description of ButtonTypes and ButtonActions see Chapter 4: Actions.

Each rule can have up to 5 Buttons but each button can only have one Action. The following example shows 2 Buttons that will be displayed in the Desktop Connect Express Window when Rule 1 is executed:

[Rule1]

'Fieldx is the name of the field that is required

'Valuex is the required value, if empty the field must contain a value

* *

Field1=CAMPAIGN_TYPE

Value1=Collections

Field2=APPLICATION

Value2=LB

InfoMessage=Collections,Account: <ACCTNUM>, Name: <FIRSTNAME> <LASTNAME>, Telephone: <PHONE1>

* *

Threshold1=240

Threshold2=300

Threshold3=360

ResetAfter=yes

* *

PopupType1=DDE

PopupWait1=200

PopupApplication1=EMULWIN

PopupAction1=[sendData(<ACCTNUM>)]

PopupFront1=Y

* *

PopupType2=DDE

PopupWait2=200

PopupApplication2=EMULWIN

PopupAction2=[macro(cr.mac)]

PopupFront2=n

* *

//Toggle between windows

ButtonName1=Toggle

ButtonType1=TOGGLE

ButtonApplication1=Proactive Contact Agent

ButtonAction1=Tun EMUL

//Send DDE message

ButtonName2=Get Rec

ButtonType2=DDE

ButtonApplication2=EMULWIN

ButtonAction2=[sendData(<ACCTNUM>)]

//Call an extension while performing other actions

ButtonName3 = Call Extension

ButtonType3 = RULE

ButtonApplication3=[ApplicationName]

ButtonAction3 = [ActionToTake]

ButtonExtension3 = SampleExtension

Executing extensions

Custom assemblies, Extensions can be executed when a rule is active. Information source and available data are passed to the extension, for more information please see Extensions

[ExtensionList]

PopAndClose = PopAndCloseExtension

SampleExt = SampleExtension

* *

[PopAndCloseExtension]

AssemblyFileName = D:\Temp\PopAndClose.dll

#Namespace.Class

ExtensionType = PopAndClose.PopAndClose

* *

[SampleExtension]

AssemblyFileName = D:\Temp\SampleExtension.dll

#Namespace.Class

ExtensionType = Sample.SampleExtensionType

* *

[Rule1]

'Fieldx is the name of the field that is required

'Valuex is the required value, if empty the field must contain a value

* *

Field1=CAMPAIGN_TYPE

Value1=Collections

Field2=APPLICATION

Value2=LB

Extension1 = PopAndCloseExtension

Extension2 = SampleExtension

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