IVR integration

[Aloysius Bosco]

Can anyone explain me how IVR is integrated with CRM applications.
Is this handled by the Genesys middleware? or
Is there any API's to hook up this feature.

[Vic]

Integration is done via Attach Data.
IVR gets input from user, and based on that input attaches data to the call. For example, it would be userid.

After the call is passed to the agent, agent's SoftPhone get the attached data (e.g. userid ) and queries the database for the detailed information, such as last name, first name, hair color and favorite dog food

Vic

[Aloysius Bosco]

Thanks vic.
Can you let me know how contol goes from Genesys middleware to the IVR hardware and how the control is given back to the middleware once the IVR work is over.

Thanks
Bosco.

[Jeff]

I can answer this one!
PBX is the key. IVR controls particular DNs (numbers), and Genesys controls other phone numbers. So, when IVR finishes with the call and wants to give it to Genesys, it just transfers the call to where Genesys can control it.

As for the attached data, IVR uses a special driver to connect to TServer and add data to the call.

Wow! I am a genius!!!
Jeff the Genius

[cumi]

You can integrate them using Genesys IServer and IDriver (application interface for IVRs)

[Songuvet Kumakawari]

What is wrong with normal drivers for IVR that allow AttachData requests?

[Tanya]

Speaking of Idrivers... Would anyone know why the data is not being written to the IDrivers logs. IDriver is connected and active, so as the Iserver, phone calls go through, but no data in idriver...posting logs. It writes on initial startup and then stops. any ideas???

04/24+07:04:50.906@cctp_mps30_ssdev14> === IS "cctp_mps30_ssdev14"      has been closed {3} [135.161.138.135::8114]
04/24+07:13:29.383@cctp_mps30_ssdev14> LP!--------|cctp_mps30_ssdev14:0 DRIVER listenfd = [6]
04/24+07:13:29.383@cctp_mps30_ssdev14> LP!--------|cctp_mps30_ssdev14:0 DRIVER setsockopt() returned: [0]
04/24+07:13:29.383@cctp_mps30_ssdev14> LP!--------|cctp_mps30_ssdev14:0 DRIVER bind() returned: [0]

[SisB]

Tanya,

Please check the log options for driver e.g. log_print_level/log_print_udata.

[Tanya]

Do you mean the ones in CME in IVR properties under Annex tab, Data_Transport? they look ok, double checked, compared to the others that are working.

[Tanya]

I got this one fixed. It was misconfigured in the config file.