CTI integration with IVR

[Khalid Mohammed Sweeseh]

I am having a project to integrate an IVR solution with the TServer
environment

The IVR will be a behind switch (PBX) one , The PBX will provide 5 E1s
to the IVR system , I have read the Genesys IVR SDK and noticed that
all call control functions are using the port number as a parameter ,
will this be the time slot on the E1 ?
Adn should I have license to the E1's (Is it as E1's or time slots ?!!)

Please advise

[Ian DS]

Hi Khalid,

The E1 is the acutal pipe.
The timeslot is each individual circuit within that e1.
For genesys to work you need to assign extns to each timeslot.
If you are using an avaya the extn is a ds1fd.
Other switches use OPSFX /E1 or CAS, but you need an extn number which means licenses from Genesys side.

[Vic]

Hi, Khalid,

there are two things that you need to consider:

1. physical connection
2. Genesys connection

Even though it sounds like the same thing, it is not.

For physical connection, have your IVR connect to PBX via E1 and have your PBX people tell you DNs assigned to your ports. There is nothing really special about it there is no difference between DTERMs and IVR ports, actually, so if you have already configured DTERMs you will have no problem having IVR ports configured in PBX.


I assume that probably you will have DNs for each IVR port be assigned to several ACD queues as well.

So, from Genesys perspective you will need to:

decide if you will be attaching data to the call via IVR or not
whether or not your IVR will be doing mute transfer or twostep transfers.

if you are going to do attach data via IVR, you will need to ensure that your IVR has the right driver to connect to Genesys check with Genesys documentation on which IVRs are supported.

You will also need to have an Genesys IVR server between your IVR and TServer, even though if you have a custom Genesys driver, you can skip that.

You will need to register DNs assigned to IVR ports in CME as well as ACD queues (even though it is not really necessary depending on PBX)

So, you will need:
DN licenses (5 E1s are probably 150 DNs, so if you are planning on using that many DNs, make sure you have enough licenses for that.)
IVR server license (I am not sure if it is free or not)
I am not sure what else, but I am sure Genesys will tell you what you need to get and if it is free or not.

If you are going to use twostep transfer, I would suggest either to have a single VDN with 4 second delay to allow for transfer to complete or have a strategy with first block having SuspendForEvent to accomodate for call transfer being completed while en oute.

I would really suggest consider your implementation, because 150 DNs are not really cheap, so see if you really need all of them to be Genesys enabled. In Avaya, for example you can use PBX to have customer enter digits, thus if you use IVR to find out who client is and then pass that info to Genesys via attachdata, you can do that without buying additional DNs, instead relying on IVR>VAR>IVR>URS flow to add all the necessary info.

Workflow would be:

IVR play announcement and have client press whatever they want to press
IVR will then forward the call to VAR on PBX set to receive client input (enter digits)
PBX will then return call to IVR
IVR will then transfer call to routing point
routing point is controlled by URS, which will use CED (digits user entered in PBX) to lookup all the necessary information from DB and attach it to the call.

What exactly are you trying to accomplish with IVR?