我整理的Avaya_AIC典培训.ppt

* * * * * * * * * * * * * * * * * * * [ * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * When Avaya IC receives a voice contact, the Workflow server starts the Incoming Call flow. The first group of blocks gets EDU values for the contact, as shown in the following figure. 1 -Get Input Parameters Retrieves values for the input parameters listed on the Basic tab and enters the values in the specified symbols 2-Fetch EDU Fetches the EDU specified in the input argument from the IncomingCall event that invoked the workflow. 3-Get EDU Values Retrieves the value of the EDU attributes ani and dnis from the EDU data fetched in Step 1. 4-Set EDU Assigns a value of $digits to the digits field in the EDU. 5-Write EDU Writes the value of $digits that was assigned by the Set EDU block to the digits field in the EDU. After the Incoming Call flow gets input parameters and EDU values, the flow sets additional values for the incoming voice contact. The values set by the second group of blocks, shown in the following figure provide more information to assist the agent with the customer. 6-Format ANI Formats the ANI of the contact for searches. 7-Fetch Customer Record 1. Checks the Customer table of the CCQ database for a record that matches the ANI of the contact. 2. Sets a NumRecords value for the number of records that match the ANI. 3. If only one Customer record is available, retrieves the specified values from the Customer record. To modify the values that the block retrieves from the Customer record, add or modify a pair of Field_N and Value_N parameters on the Basic tab. Each field must correspond to a field in the Customer table. 8-NumRecords=1 Tests the NumRecords value set by the Fetch Customer Record block to see if the value is 1. If the answer is: ● Yes, the value is 1, proceeds to Step 9, ● No, the value is not 1, proceeds to Step 10, 9-Fetch EDU Fetches the EDU data again. The