Agents, interactions, and calls each have a different set of attributes that Ivanti Voice tracks called properties. Properties can be dynamic or static. For example, a dynamic agent property is IdleTime, which is the amount of time since the agent changed states. An example of a static call property is InteractionDirection, which specifies whether a call is an inbound or outbound call.
Instances of an agent typically share the same sets of properties but have independent values for each property. For example, one agent’s IdleTime property might be 20 seconds while another agent’s IdleTime property is 24 seconds. The same is true for interactions and calls.
Default properties exist, but Ivanti Voice also lets you create user-defined properties using the Application Builder. Refer to Set Interaction Property Block for details.
Ivanti Voice call routing is based on the concepts of agents, interactions, calls, properties, and states. For example, you can design Ivanti Voice to route an interaction to the agent with the highest IdleTime value, thereby directing the caller to the agent who has not taken a call for the longest period.
The following list defines the three sets of properties:
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