Webex Contact Center Business Rules Engine User Guide

Creating a Set of Rules

The Business Rule Engine utility is invoked by the flow when a new voice request is presented to the ACD. This section explains how rules can be set up so that the BRE utility can assist the ACD to route the incoming request.

The BRE requires an incoming decision request 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 ruleset 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:

ANI Match and Gold
ANI Match and Silver
ANI No Match and Gold
ANI No Match and Silver

To create a set of rules:

Click the path Cisco Webex Contact Center Management Portal > Business Rules to launch the Business Rules Engine utility.

BRE leverages Common Identity and a Single Sign‐On 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.

Create an attribute to associate with your organization:

Select Attributes and click Add on the Attributes page.
On the Attributes page, enter context in the Name field.
Select the Data Type as Text from the drop-down list.

The data type has to be Text in the BRE utility.
Click Save.

Select Contexts, to display the Contexts page.

Enter Name and an optional Description.
If more than one attribute has been created, select the attribute you want to associate with this context from the Attribute drop-down list.
Click Save.

To create rules, select the Contexts page.

Click Add Rule section of the page, specify the settings described in the following table:

Field	Description
Name	The name of the rule.
Description	An optional description of the rule.
Active	Select the check box to specify that the rule is active.
Priority	Drag the slider to assign a priority to the rule. The rules will be executed based on the assigned priority, from highest (100) to lowest. It is recommended that you start assigning priorities from 100 in the descending order.
Conditions	Specify the conditions from the drop-down list and select the attributes and values.

Click Add Rule(Editor) section of the page, specify the settings that are described in the following table:

Field	Description
Name	The name of the rule.
Description	An optional description of the rule.
Active	Select the check box to specify that the rule is active.
Priority	Drag the slider to assign a priority to the rule. The rules will be executed based on the assigned priority, from highest (100) to lowest.
Conditions	Select the conditions from the drop-down list and specify the attributes and values.
Rule Editor	Enter the code for the rule.

Click Save.

The following example code returns the value for an attribute named routeInfo if the number the caller dialed from (ANI) matches the ANI on the list the tenants that are uploaded to the BRE database.

The following example code returns the value NotFound for the attribute routeInfo, if a number the caller dialed from (ANI) did not match an ANI on the list the tenants uploaded to the BRE database.

Configure a BRE DataSync Instance

The BRE DataSync accesses a database to make routing decisions. You must periodically update the database with the appropriate information. This section describes how the BRE DataSync utility can be configured to update the BRE repository.

Agents do not have access to the BRE DataSync utility.

The tenant administrator must create a BRE DataSync instance for every data set that the Rules Engine will consult during its decision-making process. The administrator can create the data set or upload a CSV file. The data is converted into records in the BRE repository.

Before you begin

Contact Cisco Customer Service Account Manager to get access to the BRE DataSync account.

1	As an administrator, log in to the BRE DataSync utility. In compliance with the recent enhancements in BRE Hosting and Scalability, the URLs for the DataSync utility have changed. Ensure to use the updated URLs to upload data into BRE. The region specific BRE DataSync URLs are: https://bre-datasync.produs1.ciscoccservice.com/datasync/ https://bre-datasync.prodeu1.ciscoccservice.com/datasync/ https://bre-datasync.prodeu2.ciscoccservice.com/datasync/ https://bre-datasync.prodanz1.ciscoccservice.com/datasync/ https://bre-datasync.prodca1.ciscoccservice.com/datasync/ https://bre-datasync.prodjp1.ciscoccservice.com/datasync/ https://bre-datasync.prodsg1.ciscoccservice.com/datasync/ The region specific BRE Admin UI URLs are: https://bre.produs1.ciscoccservice.com/bre/ https://bre.prodeu1.ciscoccservice.com/bre/ https://bre.prodeu2.ciscoccservice.com/bre/ https://bre.prodanz1.ciscoccservice.com/bre/ https://bre.prodca1.ciscoccservice.com/bre/ https://bre.prodjp1.ciscoccservice.com/bre/ https://bre.prodsg1.ciscoccservice.com/bre/
2	Select BRE Data List to view all the information that is related to the tenant organization.
3	(Optional) Select Add BRE Data to add data to the BRE repository. Select the organization name from the TenantName drop-down list. Select the BRE Lookup Type from the drop-down list. Click Add Data to enter the Key and Value. (Optional) Click Remove to delete an existing Key and Value. Click Submit.
4	Select Upload BRE CSV Data to upload the CSV file. Select the organization name from the TenantName drop-down list. Select the BRE Lookup Type from the drop-down list. Select Upload to browse and upload the CSV file. Click Submit. *Sample CSV File with Data* The actions Delete, Update, and Add are not case sensitive. You can also use the syntax `725160001,,Delete` to delete the data.

Creating a Flow with BRE Request Activity

You can create flows using the Flow Designer interface available in the Webex Contact Center Management Portal. Create a flow with the BRE Request activity in the Webex Contact Center Flow Designer.

For more information about configuring the flow, see the BRE Request.

BRE Request

Use the BRE Request activity to retrieve the data from your organization's Business Rules Engine (BRE) to use in the flow. The BRE Request activity uses standard HTTP protocols to fetch data from the BRE.

The following sections enable you to configure the BRE Request activity:

General Settings
Query Parameters
Parse Settings
Output Variables

General Settings

Parameter	Description
Activity Label	Enter a name for the activity.
Activity Description	(Optional) Enter a description for the activity.

Query Parameters

As part of the BRE Request, you can pass the parameters that are provided in the API call to the BRE. In the Key‐Value columns, you can enter the key for the query and the associated value to send along with the query. You can also use the double curly braces syntax to pass variable values.

The BRE activity has one predefined Query Parameter: context. This query parameter is passed in the API call to the BRE.

The TenantID is automatically injected as a parameter and does not need to be configured.

Table 1. Query Parameters
Parameter	Description
Context	Contains the reason for the request. This mandatory parameter can't be edited or deleted. This parameter must contain the same value as the value specified in the Attribute `context` in BRE. For more information, see the Creating a Set of Rules section in the Cisco Webex Contact Center Business Rules Engine User Guide.
ANI	Contains the originating phone number of the call. This is a default parameter that you can edit or delete, based on the rules configuration in the BRE. A sample value for ANI is `{{NewPhoneContact.ANI}}`
Response Timeout	Specifies the connection timeout for the BRE Request. Default is set at 2000 milliseconds.
Number of Retries	Specifies the number of times the BRE Request is attempted after failure. This parameter is used if the status code is 5xx; for example, 500 or 501.

To add a query parameter, click Add New. This adds a row where you can enter the key value pairs. You can add as many query parameters as required as part of the BRE Request.

Parse Settings

This section enables you to parse the response from the BRE Request into different variables:

Parameter	Description
Response Variable	Choose a variable to which you want to extract a particular section from the BRE Request response object. You can choose only Custom Flow variables from the drop-down list.
Path Expression	Define the Path Expression for parsing the response object. Depending on the kind of data structure of the response object and the use cases for extracting a subset of that information, the Path Expression varies. Data is normalized to an object hierarchy before Path Expression execution, so JSONPath is used in the response object regardless of the configured Content Type.

Parameter

Description

Response Variable

Choose a variable to which you want to extract a particular section from the BRE Request response object. You can choose only Custom Flow variables from the drop-down list.

Path Expression

Define the Path Expression for parsing the response object. Depending on the kind of data structure of the response object and the use cases for extracting a subset of that information, the Path Expression varies.

Data is normalized to an object hierarchy before Path Expression execution, so JSONPath is used in the response object regardless of the configured Content Type.

Output Variables

The BRE Request returns two output variables:

BRERequest1.httpResponseBody: Returns the response body for the BRE Request.
BRERequest1.httpStatusCode: Returns the status code of the BRE Request.

These response codes are classified into the following categories:
- Informational responses (100–199)
- Successful responses (200–299)
- Redirects (300–399)
- Client errors (400–499)
- Server errors (500–599)

Content Type Formats

The following examples describe sample input Content Type formats and the JSON response.

Content Type XML

Use this tool to convert XML into JSON format https://codeshack.io/xml-to-json-converter/.

XML Input Format:

<note>
  <to>Tove</to>
  <from>Jani</from>
  <heading>Reminder</heading>
  <body>Test application</body>
</note>

Data/JSON Normalized Response

{
   "note": {
      "to": "Tove",
      "from": "Jani",
      "heading": "Reminder",
      "body": "Test application"
   }
}

Example JSON Path Expression: Use $.note.from to get the value as Jani.

Content Type TOML

Use this tool to convert TOML to JSON format https://www.convertjson.com/toml-to-json.htm.

TOML Input Format:

title = "TOML Example"
[owner]
name = "Tom Preston-Werner"
dob = 1979-05-27T07:32:00-08:00

Data/JSON Normalized Response

{
   "title": "TOML Example",
   "owner": {
      "name": "Tom Preston-Werner",
      "dob": "1979-05-27T15:32:00.000Z"
   }
}

Example JSON Path Expression: Use $.owner.name to get the value as ‘Tom Preston-Werner’.

Content Type YAML

Use this tool to convert YAML to JSON format https://www.convertjson.com/yaml-to-json.htm.

YAML Input Format:

# An employee record
martin:
  name: Martin D'vloper
  job: Developer
  skill: Elite

Data/JSON Normalized Response

{
   "martin": {
      "name": "Martin D'vloper",
      "job": "Developer",
      "skill": "Elite"
   }
}

Example JSON Path Expression: Use $.martin.job to get the value Developer.

Content Type JSON

Use the JSON Expression Evaluator https://jsonpath.com/.

JSON Input Format:

{
   "martin": {
      "name": "Martin D'vloper",
      "job": "Developer",
      "skill": "Elite"
   }
}

Data/JSON Normalized Response

{
   "martin": {
      "name": "Martin D'vloper",
      "job": "Developer",
      "skill": "Elite"
   }
}

Example JSON Path Expression: Use $.martin.job to get the value Developer.

Webex Contact Center Business Rules Engine User Guide

Introduction

About Cisco Business Rules Engine

Business Rules Engine Implementation

Creating a Set of Rules

Configure a BRE DataSync Instance

Creating a Flow with BRE Request Activity

BRE Request

General Settings

Query Parameters

Parse Settings

Output Variables

Content Type Formats

Content Type XML

Content Type TOML

Content Type YAML

Content Type JSON

Small Business

Enterprise

Devices

Solutions For

Resources

Company