Verify CED with Avaya and Genesys

[Peter]

Hi,

need some help with Avaya and Urs integration here. I am using combination of Urs and Avaya's VAL (announcement port) to prompt call to enter their credit card number (VAL) and then verify if that number is valid (Urs).

Process goes something like this:
1. call arrives to VDN
2. VAL plays an announcement and waits for digit input
3. VDN throws adjunct
4. Urs receives RequestRouteCall command and starts strategy which uses CED[] to collect digits.
5. Urs then does a db dip to verify CED[] output.

What I want to do is add a new step between step 2 and step 3 to play the digits back to caller and ask to press '1' if correct or '2' if not. Can someone please tell me how this can be done?

P.

[cavagnaro]

On Alcatel OXE you can, don't know on Avaya, other solution is use VTO.

[Peter]

I am not an Avaya engineer but me thinkth it should be doable.

Can someone please tell me what VTO is and how it is different from GVP?

[mark]

Peter, do you have GVP installed? Or are you just after a comparison?

[Peter]

It is really like this:

we have to use a lot of announcements and it seems like we have VTO license (Inbound Voice, correct?). I am tring to see if we can use VTO to solve the problem I mentioned originally in the post.

I have never heard of VTO before.

[mark]

Peter,

Yes you could use VTO to build a script to collect digits and then play them back to the caller, this would all be in the strategies rather than on the ACD.
might be worth having a quick read of the Voice Treatment Option mangers guide on the Genesys support site, it gives an overview of the possibilites and a simple example of collecting digits.

70vt_us_mgr

Mark

[René]

Hi Peter,

Avaya vectoring doesn't have any function allowing you to play collected digits to a caller. You need some external IVR system like Avaya Conversant/IR, GVP or VTO to do that. And of course, Genesys licenses for integration of these system as well...

The license you have - Inbound Voice - isn't related to VTO. It's business license for inbound calls. VTO comes as standard part of Genesys Express or could be bought as separate module/system to Genesys Enterprise. Don't forget that VTO is TDM based so you need Dialogic or other support card to connect VTO to your Avaya switch.

René

[Fra]

Peter,

as already said, you can't do it just with Avaya vectoring. Anyway you can do it just passing the collected digits to the strategy, associate digits with announcements number, create UU_Data, passing it back to the switch that in the end plays back UU_Data content.

[victor]

Hi, Peter,

ok, here is the poor man's way of getting the job done:

1. create an announcement for each digit from 0 to 9
2. create a vdn for each of the digits
3. create a vector that calls those announcements and assign it to vdns
4. add adjunct to all vdns

all you have to do now is call CED from strategy, and then use StrChar (need to lookup the correct function name) to go through each digit and call IVR Treatment icon with target defined as VDN_Switch_Name@TServer.RP

NOTE: I noticed that it is not possible to have two consecutive calls to the same treatment VDN, so what you need to do is either add PAUSE icon between them or create additional set of 0-9 VDNs to call for repeated digits.

Fra: how do you use UU_DATA for announcement - I am confused.

Best regards,
Vic

[Fra]

Vic,

I was too short in my explanation in effect 
So, in order to do that, you should:
1. create an announcement for each digit from 0 to 9 (let's say 7000, 7001..etc); create a set of variables of type asaiuui (you define their lenght and their start position in UU_Data)
2. pass the collected digits to the strategy
3. check the number of collected digits, strip each of them and manipulate them to associate each to its announcement (from digits=132 ---> 700170037002)
4. update UU_Data with the so formatted new string
5. route the call to another vdn whose vector plays back the UU_Data through the variables.

Hope I have been clearer.... 

[René]

Fra,

I've checked Avaya documentation but haven't found any function capable playing collected digits... Do you know such function?

R.

[Toni]

Hi!

In the early stages of one project our client told us to play Collected numbers, and I tried to find something in Avaya documentation. I couldn't find anything so the option we tried is what yo have already post, create an announcement and a vdn for each number and in strategy calling them depending the number collected.

Toni

[victor]

Very true, but there is a problem when you have two consecutive identical digits, you will be in trouble. My testing showed that you cannot use two consecutive treatments to the same vdn without placing a pause in between. Pause would translate into a 1 second delay, meaning unnaturally slow playback of entered digits.

The only way I could fix that is by assigning the same treatment to two vdns and if you have the same digit entered more than once in a row, just alternate between two vdns.

Is there a better way?

[mark]

[quote author=victor link=topic=2497.msg9556#msg9556 date=1191903706]
Very true, but there is a problem when you have two consecutive identical digits, you will be in trouble. My testing showed that you cannot use two consecutive treatments to the same vdn without placing a pause in between. Pause would translate into a 1 second delay, meaning unnaturally slow playback of entered digits.

The only way I could fix that is by assigning the same treatment to two vdns and if you have the same digit entered more than once in a row, just alternate between two vdns.

Is there a better way?
[/quote]

That could be ok, would only need 2 VDNs for each number, which would satisfy even 3+ numbers in a row.

[Fra]

[quote author=René link=topic=2497.msg9551#msg9551 date=1191869290]
Fra,

I've checked Avaya documentation but haven't found any function capable playing collected digits... Do you know such function?
[/quote]

Renč,

*if you define on Avaya asaiuui variables, let's say:
        lenght                starting from
A:        4                          1
B:        4                          5
C:        4                          9

*if you define on Avaya the announcements:
7001: for digit 1
7002: for digit 2
7003: for digit 3

*if the caller enters '132'

*if in your strategy you get this CED and manipulate this string to change it into '700170037002'

*if you update UU_Data with this string and route to another vdn, where the vector is something like:
...
play announcement A
play announcement B
play announcement C
...
it will play back the announcements 7001 ('one'), 7003 ('three') and 7002 ('two')

Hope it helps