Playing announcements in a Route Strategy through Avaya 8710?

[pspenning]

Hello again all,
I hope this doesn't sound too simple...  I just went through the routing strategy class and learned just enough to make me ask more questions.
As I understand it, the CTI-Link between Avaya and Genesys does not allow an announcement to be played from the Avaya through a Route Strategy but it can be done through the GVP.  I do not want to eat up ports from our GVP playing different announcements when I have 4 announcment boards in our Avaya.  Does anyone have ideas on a way to call an announcment from the Avaya while in a route strategy?  (i.e. On hold message every 60 seconds...  Your estimated wait time is...  All agents are busy...  Etc. Etc. Etc.)

I appreciate any thoughts.
Thanks,
Perry

[S]

ya, we have something like this.
What we do is -
if call come into genesys on say 1234 RP.
go thru the strategy and when u have to hit the a vdn in avaya for the announcement and have it route back to same routing point 1234.
but then in the strategy u need some KVP to recognise that it already went thru the previous nodes and skip those prev nodes if it sees that KVP and resume the processing from where it left over....
makes sense?

[mark]

Im guessing you are not putting it onto a VQ before passing it to a VDN to play the announcement then? How do you report on the calls efficiently?

You could host the announcements on another server, then use the play application icon to call the server and announcement number.

Mark

[René]

Hi,

You're right that Avaya doesn't support the IRD treatment objects directly but you can definitely use Avaya to play some treatments/announcements. To do so you have to create a new VDN with the script similar to the one below. That VDN has to be defined as a DN of type "Routing Point" in CME.
[font=Courier New]
wait 2 sec
adjunct routing <ASAI link number>
announcement <number>
wait 50 sec
announcement <number>
wait 120 sec
...
[/font]
In IRD you can use "Music" block and specify that DN as "MUSIC_DN" parameter (Compatibility Mode has to be checked). The same functionality is supported on "Selection" block (tab "Busy").

Genesys Technical Support should be able to provide you with unofficial document called "Avaya Cookbook" where you can find more information related to treatments and how to use them within Genesys environment.

R.

[pspenning]

Thanks,
I am going to give these a try.  I was thinking the same thing about calling a vector.  Just didn't know how to do it on the Genesys side.  Now I will look for a way to pass some sort of Variable in to the vector so that I can select the announcement number without making a vector for every announcment I want to play.  I will play with CED / Caller Entered Digits and see if that will work.  Then I can convert "Digits" in the vector to V1 and play announcment "V1".  Hope that made sense...

Thanks for the tips...
Perry

[pspenning]

By the way...
Does anyone have the Avaya Cookbook?  I would hope that in lieu of my calling them it would be available online somewhere but Google doesn't seem to know just where... 

Thanks again!
Perry

[Mike Kamlet]

From URS you can also "move" the call between VDNs with different announcements/treatments. -- The VDN can appear to URS as an IVR treatment.

The suggestion of adding KV pairs and routing back to same VDN seems overly complicated.
We've tested with multiple VDNs where URS will bounce the call between VDNs and the same strategy will continue to execute.

URS would have treatments such as
VDN 1234
VDN 5678
VDN 1234

as long as the VDN is different than the previous one, URS will simply continue to execute the strategy with the VDNs as treatment.

Additionally if you want to do digit collection or "forced announcements" and an agent becomes available while listening to the announcement, URS will know it can't route (no outstanding adj route)

[victor]

Question -

wait 2 sec
adjunct routing <ASAI link number>
announcement <number>
wait 50 sec
announcement <number>
wait 120 sec
...

implies that from URS point of view call went from strategy RP to Music RP.
Can you please correct me if I am wrong:
'adjunct routing' will return the control back to strategy, meaning that strategy will continue to run while the call will still be on listening to announcement.

How do you go about getting CED[] then? 

[Fra]

[quote author=victor link=topic=2328.msg8678#msg8678 date=1183600842]
Question -

wait 2 sec
adjunct routing <ASAI link number>
announcement <number>
wait 50 sec
announcement <number>
wait 120 sec
...

implies that from URS point of view call went from strategy RP to Music RP.
Can you please correct me if I am wrong:
'adjunct routing' will return the control back to strategy, meaning that strategy will continue to run while the call will still be on listening to announcement.

[/quote]

Vic,

you are correct, if you have this vector on a VDN, this implies that the call is on it, the caller is listening to the announcements while the URS is running the strategy loaded on the RP. The adjunct command is a Route Request, it times out at the end of the vector, meaning that the switch will wait for a Route Call during that time.

[quote author=victor link=topic=2328.msg8678#msg8678 date=1183600842]
How do you go about getting CED[] then? 
[/quote]

CED function reads the digits entered by the caller; to do that, you should have in the vector a "Collect digits" command; inserting it before the adjunct will let you get them passed to your strategy.

[quote author=pspenning link=topic=2328.msg8567#msg8567 date=1182778461]
Now I will look for a way to pass some sort of Variable in to the vector so that I can select the announcement number without making a vector for every announcment I want to play.  I will play with CED / Caller Entered Digits and see if that will work.  Then I can convert "Digits" in the vector to V1 and play announcment "V1".  Hope that made sense...
[/quote]

It does make sense! For a strange concurrence, I am currently testing right this! And also passing data on asai between the switch and Tserver using variables, digits and uu_data.

[ADB]

Hi Mike,

As you said "URS would have treatments such as
VDN 1234
VDN 5678
VDN 1234

as long as the VDN is different than the previous one, URS will simply continue to execute the strategy with the VDNs as treatment."

Can this work to play continuous treatment to the caller in a loop until the agent answers the call?
If I have 3 targets connected through the Red port with target timeouts 5, 10, 999 then having the above 3 VDNs (1234 etc) as the treatments in the first target block and nothing in the 2nd and 3rd blocks would continue to play the treatments until 999 secs?

Thanks for the information.

-Ajay

[genesysguru]

If you have a SIP architecture why not move the call completely off the Avaya and use Stream Manager / Media Server?

[ADB]

Sorry, we do not have the SIP architecture in our environment. This is the first project moving from Avaya BSR routing to Genesys.