Voice Treatment help variables query

[Sean H]

Hi there,

I wondered if someone out there could give me a pointer on the following please.

We have recorded a new VT message with '...Enter option 1 for xxx or option 2 for yyy' message but i now need to build this into my strategy.....some how !

So, reading through my VTO manuals, am i correct in thinking this would be a Service Selection script to validate the input from the caller or is it Data Collection ??

But, i then, dependant on whether the user selects 1 or 2, need to pass the selected option back to the URS strategy, so i can then use this in the strategy for routing the call.

Can anyone confirm which they think it is....Service Selection or Data Collection and how to get the data back from the VT script and into the strategy please

Many thanks,
Sean

[Tony Tillyer]

Service Selection should be used if you are routing to seperate DN's/Route Point's where you might have different strategies loaded.

Data Collection can be used to attach data to a call, as a KVP (Key Value Pair) which can then be used within a strategy on the destination DN.

Hope this helps?

Tony

[Kevin]

Here's another option... the use_ivr_info option

If you set use_ivr_info=false, you can return to the point in the strategy that you left for the treatment. To do so, you transfer back to the current routepoint at the end of the VTO script.

So, you would have as a service selection script:
Speak messages
off the options
- Attach Data to call
- Transfer to origination DN

In the routing strategy, you would then scrape off the UData and evaluate it it saves having to transfer to a separate route point.
Also, note that it is an option you can turn on and off within a strategy (I forget the function name to do so, but it is in the documentation).
You could use the service selection. Based on the option selected, attach useful data to the call (similar to what Tony suggested).

[Sean H]

Thanks for your replies guys......sounds like Data Collection for the time being should suffice for my immediate needs.

Will let you know my success later.........

thanks again,
Sean

[Sean H]

Guys,

Can you advise on the following please.........

In the Data Collection script, i have a Key(In) of VAR_SPOC and a Value(In) of VAR_SPOC_SELECTION on the 'T' node of "Attach data to the call info"

But, when i select any option to the VT message, the call just hangs up instead of moving to the next box after the IVR from the green port.

Presumably it needs a return node following the attach data to the call

rgds,
Sean

[Fra]

I usually do so: the voice message that prompts the choice is a service selection one. In its nodes (in your case two, it seems to be) I insert "attach data to the call" action, followed by the "transfer" action (to the DN desidered). Try and then report what VTO logs say if you still experience problems.

[Sean H]

Fra,

I am using Data Collection so the data supplied is not validated by VT like it would be by a Service Selection script so i dont have the 1,2 options........it uses the T and F parameters.

I was going to push the data back through the 'T' using attach data but cant seem to get the variable through to the strategy.

It is something silly i'm sure.....

Sean

[Fra]

Sorry Sean,

I misunderstood; well, anyway the issue is not about that. A question: actual paramenters of the "attach" action (key and value) are both "literal"?

[Sean H]

They are now.

By trial an error, and i sort the VT script side of things, but can you confirm what i require on the strategy side, to 'grab' the variable back ?

UData / Attach / other

For example, say the variable on the VT script is call VAR_SPOC.

Could you advise please ?

Thanks for your help with this.

Sean

[Fra]

You can get it with the UData function. You would be able to evaluate it with: UData['VAR_SPOC']='xx'.

[Sean H]

Hi again,

The VT script plays the voice to me with the selections available, but upon selecting either 1 or 2, the call just drops....continuous ring.
I have tried a RETURN node after the attch...no good
I have just tried a TRANSFER to the route point where the strategy is loaded....no good

Any thoughts ?
Sean

[Fra]

Use transfer function and post/email VTO logs.

[Sean H]

Here you go,

03/03/06 11:23:28.170 Trace sul0it07 VTS GCTI621021 Channel 2 started playing script 754 ( TEST1 for Man 2 for All Other Issues )
03/03/06 11:23:28.170 Debug sul0it07 VTS GCTI621024 Channel 2 start playing node 2 ( )
03/03/06 11:23:32.592 Debug sul0it07 VTS GCTI621026 Channel 2 finished playing node 2 result = 50
03/03/06 11:23:32.592 Debug sul0it07 VTS GCTI621024 Channel 2 start playing node 4 ( All Other Issues )
03/03/06 11:23:32.592 Debug sul0it07 VTS GCTI621026 Channel 2 finished playing node 4 result = 0
03/03/06 11:23:32.592 Debug sul0it07 VTS GCTI621024 Channel 2 start playing node 11 ( )
03/03/06 11:23:32.592 Debug sul0it07 VTS GCTI621041 Channel 2 Transfer request
03/03/06 11:23:32.717 Debug sul0it07 VTS GCTI621014 TServer event received: TEvent=EventError ThisDN=53261 ConnID=0000000000000000 ReferenceID=7202
03/03/06 11:23:32.717 Debug sul0it07 VTS GCTI621042 Channel 2 Transfer complete
03/03/06 11:23:32.717 Debug sul0it07 VTS GCTI621026 Channel 2 finished playing node 11 result = 1
03/03/06 11:23:32.748 Trace sul0it07 VTS GCTI621022 Channel 2 finished playing script 754 ( TEST1 for Man 2 for All Other Issues )
03/03/06 11:23:32.920 Debug sul0it07 VTS GCTI621014 TServer event received: TEvent=EventOnHook ThisDN=53261 ConnID=0000000000000000 ReferenceID=0
03/03/06 11:23:33.014 Debug sul0it07 VTS GCTI621014 TServer event received: TEvent=EventReleased ThisDN=53261 ConnID=0066014fa659287c ReferenceID=0

FYI......I have put a transfer in, to transfer to my TEST route point where this strategy is loaded.
I presume this is ok


One other question.........i notice that in the Actions on my VT server, i have 4 option..........

Hang Up with Action ID 0
Return with Action ID 0
Transfer with Action ID 0

but also have....
Attach data to the call info with an Action ID of 212

...and this is what i am using against my nodes 1 and 2 in the script.

I dont know if this is a correct Action or not.

Thanks for your continued help with this.

I have raised a fault with Genesys but am still awaiting a response........nearly 3 days now !"

[Fra]

1) Can't see attach data node:after
Channel 2 start playing node 11 ( )
I expect:
Channel 2 start playing node xx (attach)
Interaction Message "RequestUpdateUserData" sent to yyyy (TServer)
Channel 2 finished playing node xx (attach) result = 0
2)VTS GCTI621014 TServer event received: TEvent=EventError ThisDN=53261 ConnID=0000000000000000 ReferenceID=7202
ConnID zero!! It could be caused by many reasons; TServer logs would help you more. Anyway are you sure you set the right Class of Restriction of the VT ports on the switch? They could not be granted to transfer...
3) The 4 actions you post are builtin VTS, so they have Action ID=0, the other ones, like the Attach, that are imported, get a nonzero Action ID, so no problem about your 212.
4)What is the value of VTS TransferMethod option?

[Sean H]

Thanks again for your reply Fra.

I will check out with our switch people as to what ability our VTO ports have and let you know.