Avaya Support Forums  

Go Back   Avaya Support Forums > Contact Center Applications

Reply
 
Thread Tools Search this Thread Display Modes
  #1  
Old 10-31-2013, 09:55 AM
chrde chrde is offline
Hot Shot
 
Join Date: Sep 2012
Posts: 19
chrde has 10 reputation points
Default AACC - Multimedia Rules

When Configuring 2 Search Criteria for a rule in the multimedia application, the weightages have to add up to 100%. In my case each Search Criteria has a weightage of 50%.

This is my situation: When a mail is coming in I want to check the from address (via sender groups) and the body and subject of the mail (via keyword groups). In case the mail is coming from a sender in the sendergroup AND contains keywords from the keyword group it has to go to a certain skillset.

But what is the meaning of the 50%. I want to make sure both search criteria are met for 100%. e.g. I don't want that keyword "test" matches with "testing" because half of the letters are matching.
Reply With Quote
  #2  
Old 11-14-2013, 10:44 AM
ddcastillo ddcastillo is offline
Member
.
 
Join Date: Nov 2013
Location: Coppell, Texas
Posts: 6
ddcastillo has 12 reputation points
Solution Delivered

The "weightage" is the importance of the search criteria. If you want them to be equally important, you set each criteria to 50%, since you have 2 search criteria.

Then once you have it configured, test it by sending a few test emails. Put one in that ONLY has 1 of the search criteria and verify it routes appropriately. Then send another test email in with both the search criteria and again, verify it routes appropriately.

Hope this helps!

Last edited by rbrookes; 11-15-2013 at 05:17 AM.
Reply With Quote
  #3  
Old 11-18-2013, 03:33 AM
chrde chrde is offline
Hot Shot
 
Join Date: Sep 2012
Posts: 19
chrde has 10 reputation points
Default

This is what I tested:
  1. Criteria 1: KeywordGroup containing only the word: 'test'
  2. Criteria 2: SenderGroup containing only the mail address: 'a@b.com'
Both criteria have 50% weight

I did 4 tests:
  1. Criteria 1 not met and criteria 2 not met
  2. Criteria 1 not met and criteria 2 met
  3. Criteria 1 met and criteria 2 not met
  4. Criteria 1 met and criteria 2 met
The result is that only the first test will go to the default rule, all other tests go to my custom made rule. This is not what I want.

I want that only test 4 goes to my custom made rule and all other to the default rule. So that both criteria should be met in order for the rule to be true.

I think this is not possible because we are mixing keyword and sender groups here. It's seems like a missing feature? Any ideas?

Thanks in advance
Reply With Quote
  #4  
Old 11-19-2013, 04:58 AM
rbrookes's Avatar
rbrookes rbrookes is offline
Guru
.
 
Join Date: Jan 2012
Location: rbrookes@avaya.com
Posts: 141
rbrookes has 10 reputation points
Question

@chdre, I don't know the answer to your question - but to clarify the problem so that somebody else might recognize it and provide a solution - it seems that the tests are being logically OR'd instead of ANDed. So if either criteria1 OR criteria2 is met it is following your custom rule. But what you want is if criteria1 AND criteria2 are met it follows your custom rule.

Anybody know how to configure as an AND instead of an OR?
__________________
Russ Brookes | Avaya, KCS Leader | +1 613.771.7590 | rbrookes@avaya.com | NA Eastern Time Zone
Reply With Quote
  #5  
Old 11-20-2013, 05:19 AM
vikramsg vikramsg is offline
Whiz
.
 
Join Date: Apr 2011
Posts: 30
vikramsg has 11 reputation points
Solution Delivered

@chrde,

I think what you can do is:

1. Use the Keyword Rule group using the CCMM rules and send it to a skillset. (no other check)
2. in OD Scripts, you can manipulate the Skillset based on the "FROMADDRESS" intrinsic.

This would be the simplest way.

But please note that this may add additional load to TFE if there are too many EMAIL Addresses to be verified in Script.

hope this helps
Reply With Quote
Reply

Tags
aacc, multimedia, search criteria weightage

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT -7. The time now is 09:26 PM.

This Forum is provided solely for the use and convenience of Avaya customers and partners. Use of the Forum is subject to the Terms and Use and Privacy Statement found at www.avaya.com. No other use is permitted. The Forum including all content posted is “AS IS” and Avaya expressly disclaims all warranties and/or guarantees as to its accuracy, reliability, usefulness, quality or non-infringement of intellectual property. Avaya reserves the right to remove any content posted on the Forum at any time and for whatever reason.

Avaya will not be liable for any content posted on this Forum, including, without limitation, any errors or omissions or for any losses or damages of any kind incurred as a result of use or reliance on any content, regardless of its origin.

You expressly understand and agree that you assume all risks associated with use or reliance on this content.