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Composer 8.1 Routing Application Development

Composer 8.1 Routing Application Development

Composer 8 Routing Applications focuses on the basic skills necessary to develop routing applications for inbound voice interactions. Using business scenarios and hands-on activities, students will learn to design, create, and test routing applications with Composer.
Note: This course uses Genesys Composer to develop inbound voice routing applications to use with Orchestration Server (ORS). The following topics are not covered: native SCXML or ECMAScript programming, development of Genesys Voice Platform (GVP) applications, and migrating IRD strategies to Composer applications.

 
 

Course Objectives:

After completing this course, a student will be able to:

  • Describe the Orchestration platform architecture
  • Create, provision, and test a routing application
  • Trace messages in an interaction flow
  • Deploy a routing application in a production environment
  • Use Composer to design routing applications, including:
    • Use the Target block to route to agent groups, skills, and other types of targets
    • Customize the Target block to route based on statistics
    • Customize the Target block to include virtual queues
    • Handle errors in a workflow
    • Use voice treatments
    • Create variables and use them in Composer blocks
    • Use attached data in workflows
    • Use Expression Builder to create routing decisions based on DNIS, caller entered digits, and other attributes
    • Use List objects from the Configuration Layer
    • Access data from a web service
    • Access data stored in a database
    • Use subroutines to modularize a routing application
  • Use the ORS debugger to test and debug routing applications
 

Target Audience:

Composer 8 Routing Applications is intended for routing application developers or anyone in a technical role involved in planning, developing, and testing inbound voice routing applications developed with Composer for use with Orchestration Server.

Software Version:

This course uses Composer version 8.1.4. The course topics also apply to Composer version 8.1.3.

Course Prerequisites:

Courses Required

  • Genesys Framework 8 Foundation or Framework, Routing, and Reporting Foundation 8.5.
Skills Required:
  • Familiarity with Genesys Framework
Knowledge of programming concepts such as variables, comparison operators, and conditional statements is highly recommended.
 

 

Composer 8 Routing Applications focuses on the basic skills necessary to develop routing applications for inbound voice interactions. Using business scenarios and hands-on activities, students will learn to design, create, and test routing applications with Composer.
Note: This course uses Genesys Composer to develop inbound voice routing applications to use with Orchestration Server (ORS). The following topics are not covered: native SCXML or ECMAScript programming, development of Genesys Voice Platform (GVP) applications, and migrating IRD strategies to Composer applications.

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