Music on hold and Music in queue through GVP

[Genesys_newbie]

We have requirement from one of clients where we have to play a certain set of music files(multiple languages) when the customer is waiting in queue and when the agent puts the customer on hold.We are looking to provide this busy treatment through GVP applications .The GVP is in a behind the switch configuration.

The music in queue part looks ok ,we can do it through the busy treatments available in the target block in URS but we are not quite sure on how we can some thing similar ,when the agent puts the customer on hold.Another concern is whether extra hardware(IVR ports) and genesys licenses would be required for such a configuration.

Has any one done some thing similar to this ? any suggestions in this regard would be really helpful.

tnks

[cavagnaro]

Hum...well the hold function comes from the PBX so telling the PBX where is GVP and integrate them not a doable task, what you can do maybe is to transfer the call to a RP where GVP will play the music you want and then the agent can retrieve this call again, customer will not even note this. The problem for me would be what happen on a two step transfer to another agent...maybe a different scenario for this.

[Genesys_newbie]

Thanks a lot for your reply ..

But having the PBX(Avaya S8700 in our case) to do this seems improbable because the music on hold has to defined as a music source in the system .And in Avaya there can be only 1 music source per tenant.

It seems like a difficult task at this moment   

[tony]

Done this before and it works in the way cavagnaro has said; Use a strategy on various Route Points and have the Agent pass them via a softphone (or transfer) to individual RP's, per language. You can use GVP and you should not need to use more IVR Ports...

Tony

[Genesys_newbie]

So does that mean the agent will have to transfer the call to a specified route point when  he wants to put the customer on hold and retrieves the call when he is finished with his work Am I getting this right ??

Any idea on how to achieve this for consult calls

Thanks a lot for your help ....

[Genesys_newbie]

Hi Tony ,

How will agent transfer the call to the route point ? Will we have to do a single step conference with the route point and then do a DeletefromConference to remove the IVR from the conference or is there any other way to do this ?

thanks...

[tony]

The Strategy loaded on the RP would play the Treatment.  Each RP would be set for a different language so, depending on the number dialed, you get the right music/language.

The Agent/Softphone would place the caller on a conference to the RP and effectively place themselves on mute.  After that, they can invoke a delete from conference and unmute their call...

I would not suggest setting this as simply a strategy on a RP and the functionality would be better developed into a softphone, rather than relying on an Agent to get the sequence right.  As the Agent clicks "On Hold (English)" the functionality is that the caller is conferenced to the route point/strategy for the treatment in English and, at the same time, the Agent is placed on Mute.  "Off Hold" simply removes the conference and unmutes the Agent.

Does this make sense?

Tony

[Genesys_newbie]

Got it ...For putting on the customer on hold the agent will do a single step conference with the routpoint which will provide the treatment functionality also the agent will have to be onmute .And when the agent wants to retireve the customer,he will have to do deletefromconference for the IVR Party and of mute.

We can have a custom button on the Softphone that can do this funcationality.But instead of having seperate routpoints for every language we can have a single routpoint which can identify the language based on some attached data.

Any idea on how we can something similar for consult calls ?

Thanks a lot for your help...things look lot better now 

[tony]

Sorry - used up my memory cells up on the last one.  Perhaps someone else can step forward for Consult Calls/Language-Specific Music On Hold via GVP?

Tony

[Daimonas]

Well in GVP, you really don't have music sources, its just a vox file repeated several times for the duration of the hold. So if you wanted to do a consult call via GVP, you would need to have GVP dial the call for you.

Example...You initiate transfer to GVP, input your agent login or extension, complete transfer,  customer reachs application and hears music. At that time, another GVP outbound port to launched to you (agent) and you can now call who you need or just retreive the customer back by playing DTMF tone or some other type of trigger (like a database), to tell GVP to connect the call.

Never tried it, but sounds logical.

[victor]

Ok,

all these work just to play a set of on-hold music files...

Ok, guys, there are two ways to go about it:

if you are using Stream Manager... - uhmmmm - too easy plus it seems like he is using Avaya.

How about this (not smart way):

1. create a strategy that uses KVP "agentID" value to define its target agent (format: agendID@Statserver.A)
2. in that strategy call treatment by looking at KVP "MOH"
3. define call Priority "9999" for all calls entering that strategy and add Increment
4. make a new button on your softphone that does this:
    - add current agent's ID to "agentID" KVP
    - add whatever music VDN you want that guy to listen to to "MOH"
    - set your agent into NOT-READY state
    - one-step transfer to routing point running strategy mentioned in "1"
5. make another button that when clicked makes your agent ready

what will happen:
when you place button in (5), your softphone will add:
    - your agent ID to agentID
    - whatever music VDN you want your client to listen to to "MOH"
    - set your agent to not-ready
    - mute-transfer the call to routing point where strategy defined in step 1 is running
After your call gets to routing point, URS will set your calls priority to 9999 (so that it will be the first call to be routed to your agent when he/she becomes ready.
Then it will try to route the call to the agent (since it is targeting value of "agentID" attach-data), but your agent is NOT READY, so it will instead queue the call and then start playing treatments defined in your "MOH" attach-data.

When your agent decideds to unhold call, he will become ready, and since your call has the ighest priority, it will be routed to your agent before any other calls.

Problem solves, except for the fact that your hold time stats will need to be redefined to include this RP time (not a small feat).

Stream Manager would be the best way to resolve this issue but it does not work without SIP TServer, so out of luck there.

But before you do this crazy thing I am suggesting - can't you configure GVP as your Music on Hold? I mean, I would think Genesys sales would probably through something at you as long as it brings them more license revenue...

Vic

[Daimonas]

Ok I tested something on the Avaya that may be helpful. I confirmed that the music source configured by tenant does follow the VDN. Therefore, you can create as many music sources as you want and assign a tenant to them. Then for whatever VDN (DNIS or transfer), assign the tenant you want customers to hear.

The VDN will override any agent or trunk tenant configuration, as long as the call is routed either ACD or DACD (By Genesys).

[Genesys_newbie]

Thanks Daimonas\Victor for your reply ....

In regard to the PBX configuration ,how can we relate a music source with a VDN ?I believe we can have only one music source defined per tenant which would be basically your analog port number where you would be playing your music files(cd player).Hence any agent who is part of this tenant when presses the hold button or during 2 step conferences\transfers ,the hold music would be played via this music source.So if we configure 10 different music source and assign 10 different tenants how can we choose this dynamically based on some attached data ?All the agents would be part of only one tenant .

And Victor what do you say about configuring GVP as my MOH source ? Is this possible?

Thanks again ...

[Daimonas]

You would choose the music source by the VDN routed to, it doesn't matter that all agents are in 1 tenant. The VDN will override their tenant and play the music source associated with the tenant associated to the VDN, i.e. using field "TN" on the VDN.

So for example, you may have 10 different VDNs (each with a different TN) that would point to a Genesys strategy and based on user-data, Genesys would determine where to route the call. In this example, you would have to use VDN override = to Y for the new VDN to override the TN specified originally.

[Daimonas]

Far as using GVP as a music source, of course it is. You would use GVP just as you would use a music treatment VDN off the Avaya. Instead of going to the switch for music, you would have URS route the call to GVP for the duration specified and the script associated would play what ever you wanted. When an agent comes available Router/T-Server will automatically move the call off GVP and route the call to the Agent.