dynamic messaging while caller is waiting for available agents

[elwan]

Hi All,

Would someone be able to guide me on how can i implement dynamic messaging (RAN treatment) based on customer's(caller's) property/attribute while waiting for available agents please? Our environment uses URS to route the calls to skilled agents. Our access number has an IVR, once customer has chosen his selection, it would then pass the call to the CDN where our routing strategy is loaded and delivers the calls to the skilled agent. We also have different switches and different exchanges, so it very tricky as well. We use Messagemates for our audio/music.

Thanks.

[bcyk]

Dear elwan,


If URS is being applied as ACD device, busy treatment must be implemented by Genesys VTO (voice treatment option) in Nortel switch; in your case, CDN (Controlled Directory Number) is being referred.

Setting of busy treatment in URS strategy is not tricky; samples can be found in URS document. Dynamic messaging (i.e., busy announcement type) can be based on attached data key/value. Attached data should be 'created' in upper call flow stream (e.g., IVR or URS) and referred in Genesys VTO.

You need Genesys VTO licenses! There are choice for implementation.... Both Genesys VTO/VTM or Genesys GVP work; they require additional Dialogic ports as well.

Genesys VTO:
    - Dialogic card type: analogue and digital port
    - built-in (i.e., restricted set of) functions
    - in version 7.1 (and 7.2?), VTO cannot get 'EventDataUpdated' (forgot the extact msg name); i.e., attached key/value changed cannot be updated to VTO once the call has been diverted to VTO port
    - not sure if this limitation is removed; alternative is to transfer queued calls in-and-out between CDN (URS strategy) and VTO ports.

Genesys GVP:
    - Dialogic card type: digital port only
    - some GVP templates for busy treatment and callback request
    - flexible messages playing since it is an IVR application

Choice is depending on trunks requirements and available resources (skillset for GVP and etc).


Genesys VTO (or GVP) implementation is independent of host ACD switch, for the exception of Routing points / call routing mechanism.

In Avaya switch, busy treatments can be implemented by having "announcement" statements in vector script below 'adjunct' statement (i.e., having Genesys URS to control routing, host-based routing service in Avaya' term). Dynamic announcements are controlled by URS based on attached data and routed to different VDN/vector. A number of VDNs/vectors may be required if the set of dynamic messages is large.


Regards

bcyk

[cavagnaro]

I'd like to add that GVP can use SIP instead of a dialogic board and works exactly the same. You will never have to think on buying additional hardware for increasing communications channels.

[victor]

You know, I love Stream Manager, but I have trouble figuring out how to plug it with standard Avaya and URS. Has anyone been able to use SM thorugh some sort of VoIP GW?

[elwan]

thanks everyone.

so in simple terms using VTO or GVP, how will a call be treated across IRD/URS. A call is controlled by the strategy loaded in the CDN. Once it knows its target agent group, the busy treatment would be applied using RAN object. How would the VTO/GVP takes into place where as in the busy treatment, we're just passing the ROUTE number where the audio is loaded? 

thanks again and pardon me for my ignorance   

[cavagnaro]

Under treatments there is a object called IVR Treatment, select this and use a format like: script@IVRPORTS if I don't remember bad.