ITSM Voice Journal Block

The ITSM Voice Journal block automates the process of generating and updating Journal.VoiceActivity business object records in Ivanti Neurons for ITSM.

The Journal.VoiceActivity business object records call statistics as the call progresses through Ivanti Voice. These statistics are used in Journal.VoiceActivity business object reports.

The ITSM Voice Journal block creates and updates the single instance of the Journal.VoiceActivity business object through the Ivanti Voice workflow. The initial instance creates the business object record; subsequent instances of the block capture call information. Each time you use the ITSM Voice Journal block in Ivanti Voice, the block updates the corresponding Journal.VoiceActivity instance with the new call data.

  1. Place the first block at the beginning of the application to create the Journal.VoiceActivity business object instance and provide a name for the interaction property to store the record ID of the created instance.
  2. Place the remaining blocks:
    • On exception conditions where the call may exit the application,
    • Before every Route To Agent and Connect Call block, and
    • At the end of the application workflow before it terminates.

Open the ITSMSupportDemo application to see how the block is used and configured within the Ivanti Voice workflow.

Conditional Exit

The ITSM Voice Journal block has conditional exits to tell Ivanti Voice what to do when the following events occur:

  • Object creation or update failed - Creation or update of the business object record failed.
  • Timeout occurred – Timeout occurred during the execution of ITSM Voice Journal block. This can be used to perform other actions after a timeout. For instance it can add a log message to inform the user that a timeout has occurred.

Settings

The ITSM Voice Journal block has the following settings:

  • Label - Change the name of the block if needed to uniquely identify the use of this block in the application flowchart.
  • Connection (Required) - The name of the Foundation connection. The Default option uses the configured connection (refer to Database Connection Configuration in the Ivanti Voice/Ivanti Neurons for ITSM Configuration topic).
  • Interaction Property Name for RecId - The name of the interaction property in which to save the record ID of the new business object. Specify the same Interaction Property Name for all instances of this block throughout the Voice application. If you leave this field empty, a new instance of the Journal.VoiceActivity business object will be created.

Fields

  • Update SystemNotes - If you select this check box, the information you type in the Content of SystemNotes field will populate the Journal.VoiceActivity System Notes field, overwriting any previous content.
  • Content of SystemNotes - Type the information you want to populate the Journal.VoiceActivity System Notes field.
  • CallResult - Populates the Call Result field in the Journal.VoiceActivity business object. You can either type in a call result or use the delivered call results by clicking the browse button next to the field to access the Field Value dialog box, which provides the following options:
    • Disconnect in IVR
    • Short Abandon
    • Abandon
    • No Answer
    • Completed
    • In progress

When configuration for this block is complete, click the Update button to apply the settings.