Cisco Customer Response Applications Editor Step Reference Guide (3.1)
Session Step Descriptions

Table of Contents

Session Step Descriptions
Get Session
Get Session Info
Session Mapping
Set Session Info

Session Step Descriptions


The steps in the Session palette of the Cisco Customer Response Applications (CRA) Editor provide script designers with an easy way to associate information with a call contact, an e-mail contact, or a HTTP contact as the contact moves through the system. Session steps provide functionality similar to that of an in-memory database or a shopping cart on the web.

The system automatically associates a contact with a session when the contact is received (inbound) or initiated (outbound). You can use the Get Session step to create sessions manually; you may want to do so when you want to use sessions for HTTP or e-mail contacts.

Customer information stored in a session object can persist for a specified length of time after the contact ends and can be made available to a subsequent contact. This feature can save customers the need to re-enter information such as credit card account digits.

You can store any type of information in these session objects and use the Set Session Info and Get Session Info steps to retrieve it. The system reserves special entries for information that will be reported in the associated Contact Call Detail Record (CCDR).

Examples of session events include

  • A call contact connected to an agent
  • A call contact redirected to another agent or back to an Interactive Voice Response (IVR) application.
  • A call contact redirected from one application to another application on the same IVR server

Note    A session resides on one CRA server only; it does not follow a contact that is directed to a different CRA server.

The Session palette contains the following steps:

Figure 2-1 shows the steps in the Session palette as they appear in the Palette pane of the CRA Editor.


Figure 2-1   Session Palette Steps



Note   For an example of a script that demonstrates Session steps, refer to Chapter 14, "Designing IP ICD Scripts," in the Cisco Customer Response Applications Developer Guide.

Get Session

Use the Get Session step to get session information based on a mapping identifier. You can also use the Get Session step to create a new session and automatically associate a specified mapping identifier with the new session.

If no session exists with the given mapping identifier, the system creates a new one only if the New Session flag is set to Yes. Otherwise, the system returns null.


Note   The system automatically deletes a newly created session if the session becomes idle for 30 minutes (or for whatever value has been defined for a session timeout on the System Parameters page of the CRA Administration web interface.)

Figure 2-2 shows the customizer window for the Get Session step.


Figure 2-2   Get Session Customizer Window


Table 2-1 describes the properties of the Get Session customizer window.

Table 2-1   Get Session Properties

Property Description

Session

Variable name where the session will be returned (or null)

Mapping ID

Mapping identifier for the desired session

New Session

If Yes, indicates that a new session should be created if none can be found in the system pool of sessions

To use the Get Session customizer window to get session information, perform the following procedure:

Procedure

Step 1   From the Session drop-down menu, choose the Session variable in which the session information will be stored.

Step 2   From the Mapping ID drop-down menu, choose the variable you want to act as the mapping identifier for the desired session.

Step 3   In the New Session field, click the Yes radio button if you want the system to create a new session if none can be found in the system pool of sessions, or click the No radio button if you do not want a new session to be created if none can be found.

Step 4   Click OK.

The Get Session customizer window closes, and the name of the variable you chose appears next to the Get Session step icon in the Design pane of the CRA Editor.





Get Session Info

Use the Get Session Info step to retrieve the properties associated with a session and make them available to the script by storing their values in specified variables.

The Get Session Info customizer window contains two tabs:

The following sections describe these tabs.

General Tab

Use the General tab of the Get Session Info customizer window to get variable values from attributes.

Figure 2-3 shows the General tab of the Get Session customizer window.


Figure 2-3   Get Session Info Customizer Window—General Tab


Table 2-2 describes the properties of the General tab of the Get Session Info customizer window.

Table 2-2   Get Session Info Properties—General Tab

Property Description

Session

Session name.

Attribute/Variable

Attributes and variables associated with the session. The following attributes are displayed in the Attribute column:

  • Active—Boolean flag that indicates if the session is still active; a session is no longer active when it is deleted by the system.
  • Creation Time—Date object that indicates the time the session was first created in the system.
  • Identifier— Long value representing the unique session identifier that the system assigns to the session when the session is created.

To use the General tab of the Get Session Info customizer window to set session information, perform the following procedure:

Procedure

Step 1   If necessary, click the General tab.

The General tab of the Get Session Info customizer window appears.

Step 2   From the Session drop-down menu, choose the Session variable in which the desired session information is stored.

Step 3   In the Attribute/Variable list box, select the attribute for which you want to set a variable, and then click Set.

The Get Active dialog box appears. (See Figure 2-4.)


Figure 2-4   Get Active Dialog Box


Step 4   Choose the variable from the Select Variable drop-down menu, and then click OK.

Step 5   The Get Active dialog box closes, and the variable name appears in the Variable column of the General tab of the Get Session info customizer window, next to the attribute you selected.

(To clear a variable from an attribute, select the attribute, and then click Clear. The variable name disappears from the Variable column next to the attribute you selected.)

Step 6   Click Apply.

You are now ready to configure the Context tab of the Get Session Info customizer window.





Context Tab

Use the Context tab of the Get Session Info customizer window to add attributes and associate variables.

Figure 2-5 shows the Context tab of the Get Session Info customizer window.


Figure 2-5   Get Session Info Customizer Window—Context Tab


Table 2-3 describes the properties of the Context tab of the Get Session Info customizer window.

Table 2-3   Get Session Info Properties—Context Tab

Property Description

Attribute

List of attributes for the specified session

Variable

Variable associated with the attribute

To use the Context tab of the Get Session Info customizer window to add attributes and associate variables, perform the following procedure:

Procedure

Step 1   If necessary, click the Context tab.

The Context tab of the Get Session Info customizer window appears.

Step 2   Click Add.

The Get Context Attribute dialog box appears. (See Figure 2-6.)


Figure 2-6   Get Context Attribute Dialog Box


Step 3   In the Attribute text field, enter an attribute name, or click the Attribute drop-down arrow to choose an attribute name from a menu of all previously entered attribute names.

Step 4   From the Variable drop-down menu, choose the variable you want to associate with the attribute.

Step 5   Click OK.

The Get Context Attribute dialog box closes, and the attribute and variable names appear in the Attribute and Variable columns of the Context tab of the Get Session Info customizer window.

(If you want to modify existing attributes or variables, select the attribute or variable displayed in the Attribute/Variable list of the Context tab of the Get Session Info customizer window, and then click Modify. The Modify Context Attribute dialog box appears, which contains the same properties as the Get Context Attribute dialog box and is configured in the same way.)

Step 6   Click OK.

The Get Session Info customizer window closes, and the name of the Session variable appears next to the Get Session Info step icon in the Design pane of the CRA Editor.





Session Mapping

Use the Session Mapping step to add or remove mapping identifiers associated with a particular session.


Note   Never use a script to removed mapping identifiers that the system has automatically added to a session.

Figure 2-7 shows the customizer window for the Session Mapping step.


Figure 2-7   Session Mapping Customizer Window


Table 2-4 describes the properties of the Session Mapping customizer window.

Table 2-4   Session Mapping Properties

Property Description

Session

The session for which you want to add or remove the mapping identifier.

Operation

If Add, adds a mapping identifier. If Remove, removes a mapping identifier.

Mapping ID

The mapping identifier to be added or removed.

To use the Session Mapping customizer window to add or remove a mapping identifier, perform the following procedure:

Procedure

Step 1   From the Session drop-down menu, choose the desired session from the Session box.

Step 2   In the Operation field, click the Add radio button if you want to add a mapping identifier, or click the Remove radio button if you want to remove a mapping identifier.

Step 3   From the Mapping ID drop-down menu, choose the mapping identifier you want to add or remove.

Mapping identifiers can be any variables defined in your script.

Step 4   Click OK.

The Session Mapping customizer window closes, and the name of the specified Session variable appears next to the Session Mapping icon in the Design pane of the CRA Editor.





Set Session Info

Use the Set Session Info step to add or modify the context information for a session.

The Set Session Info customizer window contains two tabs:

The following sections describe these tabs.

General Tab

Use the General tab of the Set Session Info customizer window to specify the Session variable for which you want to add or modify context information.

Figure 2-8 shows the General tab of the Set Session Info customizer window.


Figure 2-8   Set Session Info Customizer Window—General Tab


Table 2-5 describes the property of the General tab of the Set Session Info customizer window.

Table 2-5   Set Session Info Property—General Tab

Property Description

Session

The session for which you want to add or modify context information

To use the General tab of the Set Session Info customizer window to specify the Session variable for which you want to add or modify context information, click the General tab, if necessary, and then choose the variable from the Session drop-down menu. Click Apply. You are now ready to configure the Context tab of the Set Session Info customizer window.

Context Tab

Use the Context tab of the Set Session Info customizer window to add or modify the value of attribute variables.

Some session context properties are included as part of the Call Contact Detail Record (CCDR) stored in the historical database for the call associated with this session. The attribute names for these properties are: __ccdrVar1 to __ccdrVar5.


Note   The __ccdrVar names contain two consecutive underscores before the letters.

As an example, you can use a Get Contact Info step to assign a Session attribute to a variable of type Session. Then use a Set Session Info step to use that Session variable and assign the desired value(s) to one or more of the context variables named __ccdrVar1, __ccdrVar2, __ccdrVar3, __ccdrVar4 and __ccdrVar5.

Each of the __ccdrVar fields can hold an alphanumeric value of up to 40 characters in length.

Figure 2-9 shows the Context tab of the Set Session Info customizer window.


Figure 2-9   Set Session Info Customizer Window—Context Tab


Table 2-6 describes the property of the Context tab of the Set Session Info customizer window.

Table 2-6   Set Session Info Property—Context Tab

Property Description

Attribute/Value

Attributes and associated values for the session identified in the General tab

To use the Context tab of the Set Session Info customizer window to add attributes and values, perform the following procedure:

Procedure

Step 1   If necessary, click the Context tab.

The Context tab of the Set Session Info customizer window appears.

Step 2   Click Add.

The Set Context Attribute dialog box appears. (See Figure 2-10 .)


Figure 2-10   Set Context Attribute Dialog Box


Step 3   In the Attribute text field, click the Attribute drop-down arrow to choose an attribute name from a menu of all previously entered attribute names.

Step 4   From the Value drop-down menu, choose the variable to associate with the attribute, or click the Expression Editor (...) button to enter any valid expression.

Step 5   Click OK.

The Set Context Attribute dialog box closes, and the variable name appears in the Variable column next to the attribute you selected in the Context tab of the Set Session Info customizer window.

(If you want to modify existing attributes or variables, select the attribute or variable displayed in the Attribute/Variable list of the Context tab of the Set Session Info customizer window, and then click Modify. The Modify Context Attribute dialog box appears, which contains the same properties as the Set Context Attribute dialog box and is configured in the same way.)

Step 6   Click OK.

The Set Session Info customizer window closes, and the name of the Session variable appears next to the Set Session Info step icon in the Design pane of the CRA Editor.