INTERACTION

CENTER HANDLER
DEVELOPMENT

STUDY GUIDE

[Link] © 2017, Genesys Telecommunications Laboratories, Inc.

 TABLE OF CONTENTS

Chapter 1: The Development Environment

Module 1.1 – Review Questions 3

Chapter 2: Handler Basics

Module 2.1 – Review Questions 4
Module 2.2 – Review Questions 5
Module 2.3 – Review Questions 7
Module 2.4 – Review Questions 8
Module 2.5 – Review Questions 9
Module 2.6 – Review Questions 10
Module 2.7 – Review Questions 11
Module 2.8 – Review Questions 12

Chapter 3: Default Handlers

Module 3.1 – Review Questions 13
Module 3.2 – Review Questions 14

Chapter 4: Interaction Attendant

Module 4.1 – Review Questions 15

Chapter 5: Customizing the System

Module 5.1 – Review Questions 16
Module 5.2 – Review Questions 17
Module 5.3 – Review Questions 18
Module 5.4 – Review Questions 19

Chapter 6: Troubleshooting
Module 6.1 – Review Questions 20

Appendix B
Module B.1 – Review Questions 21
Module B.2 – Review Questions 21
Module B.3 – Review Questions 22
Module B.4 – Review Questions 23

2 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 Q
A Chapter 1 Review Questions

MODULE 1.1 REVIEW QUESTIONS

1. What are the six steps to handler success?

1. Research, Design, Build,

Activate, Test, and Promote

2. You have just finished developing a new handler, what should you do next to ensure that it will
function properly in the production environment?

2. Test the handler in a test

environment.

3. Your boss has asked you to create a handler to support a new business process. In which
environment should you create the handler?

3. b a. Outbound Dialer Server

b. Interaction Process Server
c. Central Campaign Server

4. Before creating a handler, always design the logic of the handler using:

4. a a. A flowchart or pseudocode
b. Nothing, begin creating the handler in Interaction Designer
c. The Handler Mapping Tool
d. Interactive Handler Designer

5. In order to speed up the implementation of a new feature of a handler that you are developing,
your boss suggests that you should just create it on the production server. How should you
respond to this request?

5. Explain the recommended

process and that altering handlers
on a production server can result
in an outage of undetermined
length.

3 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 Q
A Chapter 2 Review Questions

MODULE 2.1 REVIEW QUESTIONS

1. What is a handler?

1. A handler is a .IHD formatted

file that is made up of individual
steps that form logic.

2. What directory is created for you to place any unique handlers you create?

2. \I3\IC\Handlers\Custom

3. In what directory are the default system handlers located?

3. \I3\IC\Handlers\40Handlers

4. What is the purpose of using naming conventions for handlers?

4. This makes it easier for a

person to design, develop,
and debug a handler (program)
quickly.

5. In what directory should custom handlers be located to ensure that they are not overwritten with
each Service Update?

5. \i3\IC\Handlers\Custom

4 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 MODULE 2.2 REVIEW QUESTIONS
1. What is the first step in any handler?

[Link]

2. What type of initiator is used for handlers called from other handlers?

2. Subroutine Initiator

3. Select the subsystem that matches event properties with the properties of an initiator to spawn
an instance of a handler.

3. d a. Notifier
b. Telephony Services
c. Directory Services
d. Interaction Processor

4. How do you change a handler’s initiator?

4. a a. Select change initiator from the file menu in Interaction Designer

b. Delete the handler and start over
c. From the initiator tool step
d. Using the change initiator wizard

5. List and briefly describe the three typical Event Initiator properties.

5. Notification Object Type —

type of object (that is call)
Object ID — usually “(all”, unique
identifier for an instance of an
object
Notification Event — an action
that can occur to an object 6. What is the relationship between attributes and objects?

6. Object have attributes Events

are actions that occur to objects.

5 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 7. Match the status bar color to what it represents:

7. 1. d, 2. c, 3. a, 4. b
Color Represents

1. Object a. Correspond to actions that are associated with objects

b. T
 ells Interaction Processor which event starts an
2. Attribute
instance of that handler

3. Event c. These are name/value pairs

d. A
 n entity in Interaction Center on which actions can be
4. Initiator
performed

8. What is a customization point?

8. Subroutine handlers which

are distinguished by the word
“custom” in their file name.

6 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 MODULE 2.3 REVIEW QUESTIONS
1. Describe the difference between a base handler and a custom handler.

1. Base handlers ship with the

system and provide standard
functionality. Custom handlers
are created after the system
is installed to provide custom
functionality for the system.
2. The only supported modifications to base handlers can be made through:

2. a a. Customization points
b. All modifications to base handlers are supported
c. The Customization Wizard
d. Interaction Designer Customizer

3. Under what condition would you be unable to publish a handler, even though the message
indicator is green?

3. When you do not have

publishing rights. The Publish
button and menu option are
dimmed.

4. If you have saved and published your handler but it does not run, what must you do before IC
can use the handler?

4. Activate it.

5. Why would you use an Intermediate Publish?

5. To develop a handler on a
dev box then publish it on the
production server after testing

6. In which steps of the methodology are handlers published?

6. Activate, Promote

7. Explain the consequences of unsupported alterations to the base handlers.

7. Support will close an open

incident once it is determined that
it is an unsupported modification
of base handler. SU updates may
overwrite base handlers therefore
overwrite modifications.

7 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 MODULE 2.4 REVIEW QUESTIONS
1. Which tool can be used to create a variable in a handler?

1. Assignment (among others,

e.g., Extended Get Key and many
others)

2. Which tool step has a True exit path and a False exit path?

2. Condition

3. Which tool evaluates multiple condition statements?

3. Selection

4. When entering a Condition step the value of the Boolean variable bValidCall is false. In the
Condition step, “Current Condition” is set to bValidCall. Will the True or the False exit path be
taken?
4. False

5. Which tool is used to pause execution of a handler during debugging?

5. Notify Debugger

8 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 MODULE 2.5 REVIEW QUESTIONS
1. True or false? A Notify Debugger step is required to debug a handler.

1. False

2. What steps are required to start the debug process?

2. Open the handler in debug

mode and evoke the event that
starts the handler.

3. When is it possible to edit step definitions in a handler in debug mode?

3. You cannot edit steps in debug

mode. You can, however, change
variable values as the handler
executes.

4. What does setting a breakpoint do?

4. It causes a handler running in

debug mode to pause execution.

5. List the four tabs on the debug palette for viewing the activity of a handler during a debug
session. Describe the features of each tab.

5. When you run a handler in

debug mode, the Debug Palette is
automatically opened. The Debug
Palette contains four tabs for
viewing the activity of a handler
during a debug session—Watch
Variables, Step Variables, Handler
Variables, and Call Stack

9 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 MODULE 2.6 REVIEW QUESTIONS
1. Which type of dependency would you view to find out what handlers have an Answer step
in them?

1. Tools in Handlers

2. You have just created and saved a handler, but when you attempt to view dependencies for it,
they do not show up. Why not?

2. It has not been published.

3. Which type of dependency would you view to see if a particular initiator is being used?

3. Initiators in Handlers.

10 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 MODULE 2.7 REVIEW QUESTIONS
1. What is the difference between a subroutine handler and an event handler?

1. Subroutine handler has a

subroutine initiator and is started
from another handler. Event
handler has an event initiator and
is started from an event.

2. What item must be entered when you publish a subroutine handler?

2. Category

3. How do you call a subroutine handler from another handler?

3. Place the subroutine tool from

the subroutine palette in the
calling handler at the appropriate
location.

4. What are the four items that define a parameter in a subroutine initiator?

4. Label for the parameter, name

of the local holding variable, data
type, Input Only true/false

5. Why would a subroutine call contain no Outputs tab?

5. All variables defined by the

subroutine are specified as Input
Only=True

11 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 MODULE 2.8 REVIEW QUESTIONS
1. What is the difference between a literal value and a variable?

1. A literal value never changes.

2. An expression can be a combination of what three things?

2. Literal values, variables,

operators

3. True or false? “5+10” is a valid expression of Integer type.

3. False. It is a string because of

“”)

4. What is the purpose of the question mark (?) when using Expression Editor Assistant?

4. It indicates a missing operand.

5. True or false? Index > 5 is a valid expression of Boolean type.

5. True

12 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 Q
A Chapter 3 Review Questions

MODULE 3.1 REVIEW QUESTIONS

1. What handler starts when someone places a call from a SIP phone?

1. System_StationOffHook

2. Which handler places calls?

2. System_InitiateCallRequest

3. What event starts the handler that places a call?

3. Outgoing call request

4. What handler determines if a user or station has the appropriate permissions to dial a
particular number?
4. I3DialPlan

5. What handler is called to transfer a caller to the system queue if they press “*”?

5.
SystemIVRCompleteIntercomEscape

13 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 MODULE 3.2 REVIEW QUESTIONS
1. Where are calls placed until Interaction Center can determine its destination?

1. System Queue

2. What is the name of the handler that processes all incoming calls?

2. System_IncomingCall

3. What is the name of the subroutine that processes numbers that have been set up in the DID/
DNIS tables?

3. SystemDNISRouting

4. If the incoming call is not a DID call, what subroutine takes control of it?

4. InteractionAttendantEntryPoint

14 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 Q
A Chapter 4 Review Questions

MODULE 4.1 REVIEW QUESTIONS

1. What is Interaction Attendant?

1. An IC utility that provides the

tools to construct automated
attendant menus without
modifying handlers.

2. Explain the relationship between profiles, schedules, and operations.

2. Each server can have

multiple Profiles. Each Profile
can have multiple Schedules.
Each Schedule has one or more
Operations.

3. What prefix is used to identify Interaction Attendant handlers?

3. IntAtt

4. Describe the purpose of InteractionAttendantEntryPoint:

4. This handler is called from any

subsystem handlers. It contains a
selection step that will determine
from which handler it was call and
branch upon that information.

5. Describe the purpose of CustomSubroutineInitiatorRouter:

5. This handler is used with the

Subroutine Initiator operator in
Interaction Attendant to transfer
control to a subroutine. It provides
a means for customizable behavior
through Attendant.

15 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 Q
A Chapter 5 Review Questions

MODULE 5.1 REVIEW QUESTIONS

1. Describe the purpose of customization points:

1. Subroutines in which
customizations can be made that
will not be overwritten by future
IC upgrades.

2. List three possible approaches to customizing the Interaction Center system?

2. Interaction Attendant
operations use Subroutine Initiator
Operator Customization points.

3. The Subroutine Initiator operator in Attendant makes use of which customization point?

3. CustomSubroutineInitiator

4. Where are Server Parameters defined?

4. Interaction Administrator

5. Where are global variables created?

5. Interaction Designer under file

menu. Import Global Variables or
in Variables palette.

16 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 MODULE 5.2 REVIEW QUESTIONS
1. What attributes can only be set at the user level (not the workgroup level)?

1. Cost and Attributes

2. Which workgroup queue type should be selected if you are routing interactions based upon
multiple skills, with assigned Proficiency and Desire to Use levels?

2. Custom

3. What tools must be used if you intend to use skills-based routing with custom ACD?

3. ACDSpecifyInteraction Skill
and ACDInitiateProcessing

4. Which handler must be modified to use custom ACD processing?

4. CustomIVRWorkgroup Queue

5. If you want an agent with a lower cost to receive interactions before an agent with a higher
cost,, how would you configure Weight for Agent Cost?

5. With a negative weight

17 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 MODULE 5.3 REVIEW QUESTIONS
1. Which tool can be used in a handler to specify an ODBC data source and pass along parameters
like username and password needed to access the data source?

1. DBOpen

2. Which tool opens up a connection to a database specified in a DB Open step?

2. DBGetConnection

3. Which tool retrieves a result set from a table based on a Where clause?

3. DBQuery

4. Which tool retrieves a record from a result set generated in a DB Query step?

4. DBFetch

5. Which tool releases a connection to the database server, freeing up the server for another
connection?
5. DBReleaseConnection

6. Which tool calls a stored procedure that is stored on a database server?

6. DBStoredProcedure

18 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 MODULE 5.4 REVIEW QUESTIONS
1. Which tool is used to assemble audio prompt phrases?

1. AssemblePromptPhrase

2. Which tool is used to play audio prompt phrases?

2. PlayPromptPhrase

3. Which tool is used to build text phrases?

3. AssembleTextPhrase

4. Which tool is used to play text phrases?

4. PlayPromptPhrase

5. In what format should prompts be recorded?

5. CCITT U-law 8-bit 8kHz mono

6. What is a prompt library?

6. A Handler designed to hold

prompts and strings.

19 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 Q
A Chapter 6 Review Questions

MODULE 6.1 REVIEW QUESTIONS

1. What is an infinite loop?

1. When the handler repeats

steps over and over. Caused
when a step is connected back
to a previous step and nothing
happens to make it end. 6Run it
in debug mode.
2. What is the purpose of the IP log?

2. It is used for troubleshooting

handlers.

3. What utility is used to view IC logs?

3. ININ Log Viewer

4. Where are log files located?

4. \I3\IC\Logs

5. How might you use Custom Notification to test your handlers?

5. Use SendCustomNotification
to trigger a new handler rather
than generating the actual event
that will trigger it in production.
See Lab 25.

6. What should you do first if a new or modified handler does not behave as expected?

6. Run in Debug mode

7. Describe the Log Retrieval Assistant (LRA).

7. Log Retrieval Assistant

(LRA) is a utility that support
representatives use to retrieve
trace logs and other information
from a customer’s IC server.

20 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 Q
A Appendix B

MODULE B.1 REVIEW QUESTIONS

There are no questions related to this module.

MODULE B.2 REVIEW QUESTIONS

1. What is the function of the Notifier subsystem?

1. It acts as the switchboard-hub

through which the other IC
subsystems communicate with
each other.

2. What IC application provides the means for customizing the IC system?

2. Interaction Designer

21 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 MODULE B.3 REVIEW QUESTIONS
1. The sequence of instructions in a handler forms its ____________.

1. Logic

2. List the two groups of data types:

2. Normal and Extended

3. A ____________ is a symbol or name that stands for a value.

3. Variable

4. In the expression n - 14, list which components are operators and which are operands.

4. n and 14 are operands. The

minus sign is an operator.

5. True or false? You should never have loops in handlers.

5. False

6. A call or a chat is a(n) ____________.

6. Object

22 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.
 MODULE B.4 REVIEW QUESTIONS
1. What component of ID is the virtual “tool chest” that contains many tools?

1. The Tools Page

2. Where can you find information about why a handler is not publishable?

2. Messages Palette

3. Where can you find information about the variables that are currently defined within the
selected handler?

3. Variables Palette

4. Once a subroutine is published, where will it appear?

[Link] Palette

5. What would you use to locate a step in a handler?

5. Quick Jump Palette

23 Interaction Center Handler Development Study Guide © 2017, Genesys Telecommunications Laboratories, Inc.