Create a Set of Rules
The BRE requires that there must be an incoming decision request for the BRE to be associated with a domain and a set of rules. The BRE tries to match the highest priority rule with the decision request based on conditions in the rules.
Be sure to create a rule set to cover all cases. For example, you should create rules for both Match Found and Match Not Found conditions. Or you could set up rules for multiple conditions. For example, ANI Match or ANI No Match, then Gold or Silver. In this case, you must create a rule for each possibility. For example:
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ANI Match and Gold
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ANI Match and Silver
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ANI No Match and Gold
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ANI No Match and Silver
To create a set of rules:
Procedure
Step 1 |
Log in to the Cisco Webex Contact Center Management Portal. |
Step 2 |
From the Webex Contact Center Management Portal navigation bar, click Business Rules to launch the Business Rules Engine utility. BRE uses Common Identity and a Single SignâOn interaction. If the tenants have already logged in to Cisco Webex Contact Center Management Portal, they will automatically gain access to the BRE utility for their organization. |
Step 3 |
Create an attribute to associate with your organization: |
Step 4 |
Select Contexts to display the Contexts page.
|
Step 5 |
To create rules, select the Contexts page. |
Example
when
c: Contact()
eval(c.getGlobalValuesManager().getAsString( c.getTenantId(),
c.getAttribute("context")+"."+
c.getAttribute("ani")) != null)
then
c.putAttribute("routeInfo",
c.getGlobalValuesManager().getAsString(c.getTenantId(),
c.getAttribute("context")+"." + c.getAttribute("ani")));
end
Example The following example code returns the value NotFound for the attribute routeInfo, if a number that the caller dialed from (ANI) did not match an ANI on the list of tenants that are uploaded to the BRE database. Copy and paste the following rule in the Rule Editor:
when
c: Contact()
eval(c.getGlobalValuesManager().getAsString( c.getTenantId(),
c.getAttribute("context")+"." + c.getAttribute("ani")) == null)
then
c.putAttribute("routeInfo", "NotFound ");
end