Author Topic: Voice Treatment help variables query  (Read 8501 times)

Sean H

  • Guest
Voice Treatment help variables query
« on: January 01, 1970, 09:00:00 AM »
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

Marked as best answer by on November 29, 2021, 07:37:09 AM

Tony Tillyer

  • Guest
Voice Treatment help variables query
« Reply #1 on: January 01, 1970, 09:00:00 AM »
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  • 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

    • Guest
    Voice Treatment help variables query
    « Reply #2 on: January 01, 1970, 09:00:00 AM »
    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

    • Guest
    Voice Treatment help variables query
    « Reply #3 on: January 01, 1970, 09:00:00 AM »
    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

    • Guest
    Voice Treatment help variables query
    « Reply #4 on: January 01, 1970, 09:00:00 AM »
    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

    • Guest
    Voice Treatment help variables query
    « Reply #5 on: January 01, 1970, 09:00:00 AM »
    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

    • Guest
    Voice Treatment help variables query
    « Reply #6 on: January 01, 1970, 09:00:00 AM »
    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

    • Guest
    Voice Treatment help variables query
    « Reply #7 on: January 01, 1970, 09:00:00 AM »
    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

    • Guest
    Voice Treatment help variables query
    « Reply #8 on: January 01, 1970, 09:00:00 AM »
    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

    • Guest
    Voice Treatment help variables query
    « Reply #9 on: January 01, 1970, 09:00:00 AM »
    You can get it with the UData function. You would be able to evaluate it with: UData['VAR_SPOC']='xx'.

    Sean H

    • Guest
    Voice Treatment help variables query
    « Reply #10 on: January 01, 1970, 09:00:00 AM »
    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

    • Guest
    Voice Treatment help variables query
    « Reply #11 on: January 01, 1970, 09:00:00 AM »
    Use transfer function and post/email VTO logs.

    Sean H

    • Guest
    Voice Treatment help variables query
    « Reply #12 on: January 01, 1970, 09:00:00 AM »
    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

    • Guest
    Voice Treatment help variables query
    « Reply #13 on: January 01, 1970, 09:00:00 AM »
    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

    • Guest
    Voice Treatment help variables query
    « Reply #14 on: January 01, 1970, 09:00:00 AM »
    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.