Nortel HEVP Host Enhanced Voice Processing

[dan]

Anyone have any experience with Nortels HEVP. Since Nortel
doesn't support GIVE RAN over Link I am hoping to use HEVP to
give RAN type messages with MerMail.

Any thoughts or suggestions, or am I way out there

[Vic]

Hi, Dan,
it is true that RAN is not supported, however, we were using MIRAN with no problems. It all depends on how big of capacity do you need this RAN to be.
Cheers,
Vic

[dan]

How where you using MIRAN, I thought the problem was that Router could not ask LINK to play a RAN while the caller was parked on a CDN, regardless of the type of RAN. Althought I may have misuderstood the problem.

thanks

[Alex]

Greetings,
I would suggest that there are two approaches:
1.) Nortel PBXs will support RAN if you assign it as Music and give the Route in Strategy Builder/ERD. i.e. you have a route inthe PBX that plays musac and RAN that just repeats. The caller can hear this while waiting for an agent in the strategy while the call is at the CDN. You can set up multiple routes for music, thus have one for the contact center and one for the other users of the PBX.

2.) Use MerMail or an IVR or VSS (Genesys Voice Self Service) to provide RAN. This is more cumbersome and will require using voice ports either in mermail or on a dialogic card. VSS will interact with IR/ERS better. Mermail will be invisible to Genesys but also less controllable. i.e. you cannot pull a call as soon as an agent is ready. you have to wait for Mermail to return the call to the CDN

I hope this is of some use

[dan]

I had thought about those also, although, neither option is perfect. The trouble I see with defining it as a music source is that music is continuous. It doesn't start at the start of each call. So the caller may join in the middle of the RAN, instead of hearing it from the start each time.

With MerMail (without HEVP) or VSS or other IVR there are other challenges like effects on reporting, and providing the extra ports on the IVR or MerMail. Just challenges not impossible.

HEVP looks like it may be a dead end, as it seems Nortel is dropping it in the latest symposium.

thanks