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?

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?

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?

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:

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?

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?

\I3\IC\Handlers\Custom

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

\I3\IC\Handlers\40Handlers

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

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?

\i3\IC\Handlers\Custom

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 MODULE 2.2 REVIEW QUESTIONS
1. What is the first step in any handler?

Initiator

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

Subroutine Initiator

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

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

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

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.

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?

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:

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?

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.

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:

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?

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?

Activate it.

5. Why would you use an Intermediate Publish?

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?

Activate, Promote

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

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?

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?

Condition

3. Which tool evaluates multiple condition statements?

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?

False

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

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.

False

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

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?

You cannot edit steps in debug mode. You can, however, change variable values as the handler
executes.

4. What does setting a breakpoint do?

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.

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?

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?

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

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 MODULE 2.7 REVIEW QUESTIONS
1. What is the difference between a subroutine handler and an event handler?

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

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

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

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

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 MODULE 2.8 REVIEW QUESTIONS
1. What is the difference between a literal value and a variable?

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

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

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

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

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?

2. Which handler places calls?

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

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

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

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 MODULE 3.2 REVIEW QUESTIONS
1. Where are calls placed until Interaction Center can determine its destination?

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

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

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

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?

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

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

4. Describe the purpose of InteractionAttendantEntryPoint:

5. Describe the purpose of CustomSubroutineInitiatorRouter:

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 Q
A Chapter 5 Review Questions

MODULE 5.1 REVIEW QUESTIONS

1. Describe the purpose of customization points:

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

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

4. Where are Server Parameters defined?

5. Where are global variables created?

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)?

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?

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

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

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?

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?

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

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

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

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

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

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?

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

3. Which tool is used to build text phrases?

4. Which tool is used to play text phrases?

5. In what format should prompts be recorded?

6. What is a prompt library?

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?

2. What is the purpose of the IP log?

3. What utility is used to view IC logs?

4. Where are log files located?

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

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

7. Describe the Log Retrieval Assistant (LRA).

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?

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

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 ____________.

2. List the two groups of data types:

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

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

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

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

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?

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

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

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

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

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