Best Practices for invoking Apps thru EMPS(Genesys)

[Raj]

Hi All
Caller can  come from  either different 1-800-numbers or local numbers for different levels of services. For example Members can call 1-800-xxxx or 1-888-xxxx ;
Facility can call 1-800-yyyy or 1-800-yyyy.

How would usually these 1-800-numbers be mapped such that EMPS can invoke primary application URL so that IVR start playing prompts.

I am kind of guessing that these 1-800 numbers can be forwarded by the switch to some RoutePoint on which Strategy can be loaded and executed ? If how would that invoke a parictualr IVR application(Because we have Member, Facility, Provider etc applications)..

Could some one kindly provide me the best methods or clear steps to be followed.

[blakshmikanth]

Raj,

This can be achieved by 2 step process.

1. Route the calls from 1-800-XXX and 1-800-YYYY to the different routing points and have URS update the required service in user data/database properly. Now, route the call to IVR Ports.
2. In IVR, check the required service either from user data/database and call the URL

Cheers,
Lucky

[aakarach]

either you will need to point all your 1800 numbers to a specific DID ie route point and then within the route point target the GVP DID this should work, it has worked for me. Ie you will need a pre IVR routing strategy all you need to do is within the strategy target the associated DID within the provisioned Seller in the DID mapping seciton.  the actual GVP node setting should be set to script name


ie in the GVP target block in the pre IVR startegy you will have it as

Scriptname = "DID mapping for the particular GVP app)
thanks
 
hope this helps