Orchestration Server Developer's Guide Orchestration Server 8.1.3 3/10/2020 Table of Contents Orchestration Server 8.1.3 Developer Guide 5 Document Change History 7 SCXML Language Reference 9 Contents of SCXML Language Reference 53 Orchestration Extensions 55 Queue Interface 58 Classification Interface 124 Core Extensions 136 Interaction Interface 175 Interaction Interface Object Model 178 Interaction Interface Functions 198 Interaction Interface Action Elements 201 Interaction Interface Events 275 Dialog Interface 303 Statistic Interface 371 Resource Interface 382 Elasticsearch Connector 393 Migration from IRD 400 Orchestration Server Integration 406 Orchestration Getting Started Guide 412 Orchestration Server How-To 422 External Interfaces 426 Orchestration Server Sample Applications 437 Route to DN 444 Route to DN Using Target ID 445 Handle Routing Failure 446 Route to DN and Put to Virtual Queue 447 Route to Agent 448 Route to Agent Using Target ID 449 Route to Agent Without Checking Ready State 450 Route to Agent on Specific DN Type 451 Route to Agent and Run Treatments in Parallel 452 Route to Place 453 Route to Place Using Target ID 454 Route to Place Without Checking Ready State 455 Route to Agent Group 456 Route to Agent Group Using Target ID 457 Route to Agent Group Without Checking Ready State 458 Route to Agent Group With Threshold 459 Route to Place Group 460 Route to Place Group Using Target ID 461 Route to Place Group Without Checking Ready State 462 Route to Queue 463 Route to Queue Using Target ID 464 Route to Agent by Skills 465 Route to Agent by Skills Using Target ID 466 Route to Routing Point 467 Route to Routing Point Using Target ID 468 Route to Multiple Agents 469 Route to Multiple Agents Using Target ID 470 Route to Agent Using Statistic 471 Set Default Destination 473 ECMA Script on Top Level 474 ECMA Script on Entry Into State 475 ECMA Script on Exit From State 476 ECMA Script During Transition 477 ECMA Script After Invoke 478 ECMA Script Function 479 ECMA Script and Data Model 480 Fetch Data 481 Fetch Data in JSON Format 482 Fetch Data With Parameters 483 Fetch Data Using POST Method 484 Handle Fetch Failure 485 Invoke Session 486 Invoke Session With Parameters 488 Receive Event From Invoked Session 490 Receive Event From Invoked Session and Extract Event Data 492 Cancel Invoked Session 493 Handle Invoke Failure 494 Access Interaction Properties 496 Set User Data 497 Delete User Data 498 Delete All User Data 499 Access Voice Interaction Properties 500 Create Call 501 Collect Digits 502 Play Announcement With One Prompt 503 Play Announcement With Two Prompts 504 Play Announcement and Collect Digits 505 Play Sound 506 Record User Announcement 507 Delete User Announcement 508 Play Application 509 Cancel Call 510 Start on Remote Resource 511 Run Series of Treatments 512 Get Statistic Value 513 Get Average Statistic Value 514 Get Minimum Statistic Value 515 Get Maximum Statistic Value 516 Get Configuration Option Name 517 Check If Special Day 518 Get List Item Value 519 Lookup Value 520 Get Time in Time Zone 521 Get Date in Time Zone 522 Get Day in Time Zone 523 Work With E-Mail Or SMS 524 Work With Chat 527 Orchestration Server Sample Templates 530 Expand Target List 534 Change the Ownership of an Interaction 536 Detach an Interaction 539 Detect Consult Call 542 Detect User Data Changes 546 Route to Fetched Targets With Invoking SCXML Strategies 549 Orchestration Server Troubleshooting 552 Orchestration Server 8.1.3 Developer Guide Orchestration Server 8.1.3 Developer Guide SCXML Language Reference The Orchestration applications, such as routing applications, are created by writing SCXML documents either via your favorite text editor or via Genesys Composer. SCXML is a W3C evolving standard which allows applications to be described or represented in a state machine execution language. See SCXML Language Reference. Orchestration Extensions Orchestration Extensions are provided in the form of one or more functional modules that package up related actions, objects, functions and events that enable developers to interact with the Genesys platform without having to directly leverage existing SDKs. This allows developers from within Orchestration to create feature rich and open applications. See Orchestration Extensions. Migration from IRD For customers with existing IRD strategies, Composer can be used to help migrate your existing strategies. For information on the various mappings from IRD functions and objects please see IRD To Composer Migration Guide. For supplementary information please refer to Migration from IRD. Orchestration Integration To facilitate richer application development Orchestration enables other enterprise applications and systems within your environment to interact with it via open standard web based interfaces. By enabling this it allows the full potential of Orchestration within an enterprise setting to be realized and allows developers to build applications that extended past the capabilities of what is natively supported by Orchestration. To allow other applications within your enterprise to directly interact with Orchestration and the sessions that it is executing we support an external interface which is described here in External Interfaces and to enable Orchestration sessions to reach out and interact with other systems we support our Orchestration Integration Interfaces which is described here Orchestration Server Integration. Orchestration Server Developer's Guide 5 Orchestration Server 8.1.3 Developer Guide Getting Started Guide This guide is intended as a reference for those working with Orchestration for the first time, but can also serve as a reference for common use cases. For first time users, it is recommended you walk through the exercises sequentially as each section builds on the previous section. For users that is familiar with Orchestration, this guide will provide various samples for common tasks. See Orchestration Getting Started Guide. How-To This topic provides details on how to perform common tasks using SCXML and/or Orchestration See Orchestration Server How-To. Samples and Templates This collection of SCXML files will help you develop your Orchestration Server applications. It gives examples of typical use cases which serve as building blocks for your SCXML applications. See Samples and Templates. Troubleshooting See Orchestration Server Troubleshooting. Orchestration Server Developer's Guide 6 Document Change History Document Change History As described in the ORS 8.1.4 Release Note, the following topics are new or have been updated. 8.1.400.30 The ORS REST API POST method for starting a new SCXML session now supports application/json as a new value for Content-Type. 8.1.400.26 ORS now supports URIs of lengths up to 4,094 bytes. Previously, ORS truncated URLs longer than 2,048 bytes upon execution of the <session:fetch> action with the HTTP GET method. 8.1.400.24 This release introduces a new function, which allows you to retrieve the Orchestration Server version. _genesys.session.getServerVersion Parameters: None Return value type: STRING (version of Orchestration Server) 8.1.400.21 This release introduces a new detach attribute for the <ixn:redirect> action. Please see the release note for more information. 8.1.400.17 Previously, ORS allowed the function _genesys.session.setOptions to override only eight options. This restriction is now removed. Orchestration Server Developer's Guide 7 Document Change History 8.1.400.15 If Transaction List item attributes are stored in non-string format and the _genesys.session.getListItemValue(list, item, key) function retrieves the value of a particular key , it is returned as string. Previously, in this scenario, the _genesys.session.getListItemValue() function ignored non-string attributes. Also, if _genesys.session.getListItemValue() is called with two arguments or with ‘*’ as a third argument, the returned object will also include attributes whose values are empty strings. Previously, in ORS version 8.1.300.29, a minor defect was introduced, and attributes with empty values were not included in the returned object, when _genesys.session.getListItemValue() retrieved the Transaction List directly via ORS. To provide a reason for a session not being able to control a session that it owns, this release adds a new resultof property to the interaction.notcontrolled event. 8.1.400.12 A new “urs” method is added to the session:fetch Action Element. It simplifies usage of Universal Routing Server functions, previously available for Orchestration Server only via the Universal Routing Server Web interface. See <fetch> under the Action Elements section. Orchestration Server Developer's Guide 8 SCXML Language Reference SCXML Language Reference Click here to view the organization and contents of the SCXML Language Reference. SCXML stands for State Chart XML: State Machine Notation for Control Abstraction. Orchestration Server utilizes an internally developed SCXML engine which is based on, and supports the specifications outlined in the W3C Working Draft 7 May 2009 [4]. There are, however, certain changes and/or notable differences (see Extensions and Deviations) between the W3C specification and the implementation in Orchestration Server which are described on this page. Only the ECMAScript profile is supported (the minimal and XPath profiles are not supported). Usage SCXML documents are a means of defining control behaviour through the design of state machines. The SCXML engine supports a variety of control flow elements as well as methods to manipulate and send/receive data, thus enabling users to create complex mechanisms. For example, Orchestration, which is a consumer of the SCXML engine, uses SCXML documents to execute strategies. A simple strategy may involve defining different call routing behaviours depending on the incoming caller, however, the SCXML engine facilitates a wide variety of applications beyond simple call routing. Authoring SCXML documents can be done using any text editor or by leveraging the Genesys Composer tool. Syntax and Semantics The appearance of an SCXML document is very similar to that of any other markup language.