IVR Treatment using Avaya VDN w/ CED

[S]

I have a VDN in Avaya as below

VDN 1000
Vector 7

01 adjunct      routing link 1
02 adjunct      routing link 2
03 wait-time    2  secs hearing silence
04 collect      1    digits after announcement 1001012  for H
05 route-to    number 11017000      with cov n if unconditionally
06 stop 


So basically, strategy is loaded on 11017000 and it had IVR treatment block ( calling the above VDN 1000 with 12 sec timeout ) folowed by a pause block of 1 second and then collecting CED in next function block.


I used 12 second timeout - for 2 sec silence + 5 seconds annoucement 1001012 length + 4 second prompting timeout on PBX = 11 + 1 second lead time = 12 seconds

This works great when the user enters the digit or not, it comes back to the RP 11017000 and resumes from where it left off.

But when I change the announcement in the above vector which had duration of 24 seconds, and also changing the IVR treatment timeout to 31 seconds, it does not work as above.
It works when the caller enters the digits and resumes in the strategy where it left off, but when the caller does not enter any digits, I expect it to just  come back to RP 11017000 and resume where it left off as above 12 sec setting. but it does not....

Does anyone know what I missing here.
Using Genesys 7.6 version of URS and 7.5 Avaya Tservers

Please let me know
S

[victor]

Hi, S,

[quote]
It works when the caller enters the digits and resumes in the strategy where it left off, but when the caller does not enter any digits, I expect it to just  come back to RP 11017000 and resume where it left off as above 12 sec setting. but it does not....
[/quote]

What does it do?

About two years ago, I struggled with IVR Treatment, because it seemed like URS would forget about the call if I send a call for treatment to one VDN and then I would have to send it to another for announcement from within the same VDN. It is Saturday here, so I would not have access to my work notes until Monday; however, I remember the trick was to actually forcefully send the call back to the rotuting point where Treatment was called. URS would then recognize the call and resume from IVR treatment. It took me ages to figure out. I will post it on Monday.

I hope it helps!
Vic

[S]

I think I saw ur prev topic itself , and worked on it to implement.
Like I said before, it works for small annoucements like 5 sec or 6 sec or 9 seconds.
but when I replace the annoucement with duration of 15 seconds( which I want to use) , URS forgets about the call and when the call come back to main RP, it start from beginning of strategy.

Well... opened ticket with Genesys, they do not recommend collecting digits in PBX and have it route back to main RP.

and they have no good reason why it worked for small announcements and not with big ones ...

so basically trying to look for alternatives- one thing they recommend is to use the prompt VDN in target and then use KVP to resume from where it left off, if it comes back weird- too many counts on the VQ...

any ideas - let me know

[victor]

REALLY??? It only worked for small announcements? I did not know that. I think I have a 30 second or so announcement working there. And you are right, you were the one helping me. I wonder why it is working for me... I don't remember changing any URS options to make it remember longer... Also, what really is weird, how does URS know it is NOT an IVR treatment port???

[Fra]

Weird..but here my two cents:
[list]
[li]what's the max treatment timeout it works with? You said that with 31 secs it doesn't work, try to find the limit; I do hope this is not the case, but URS has an option called service_timeout, by default it's 30 secs, which "specifies the time in seconds that URS will wait for a response from an
external service, such as a service from Interaction Server". As I said, it should not have to do with your issue, but I'd run a couple of tests in order to find the longest timeout that is fine for URS and if that parameter somehow affects its behaviour.  [/li]
[li]Can you anyway post TServer and URS logs with the good and the failed call?[/li]
[li]In the vector I would not use the same routing point the call comes from as default destination: that step is done if the adjunct fails and imho it would mess the callflow, you would have another RouteRequest as soon as the call lands on 11017000, not really sure how TServer and URS would interpret that.
[/list]

Fra

[S]

Well, the tipping point... the last is the 9 second annoucement in the vector- and the IVR object timeout with 17 seconds.

Since Genesys came back saying they do not support digits collection in IVR treatment object, our business customer does not want to move ahead with this....

However, we came up with another option of Busy treatment VDN1 with the vector steps to -
- play the busy treatment, after certain time, route to VDN2 ( without going back to Genesys), play an announcement, collect digits and come back to a vector step for VDN1, which has a step to route to mainRP where VDN1 was called.

With this approach, it worked fine with some timing issue of queue treatments announcements playing which can be tweaked in. However, in this case, we created both the VDNs as Routing Points in CME, and we were seeing the EventRouteRequest, EventRouteUsed, EventAbandoned and also EventError on the RP2 (for VDN2)... as the call travelled to that RP2 and came out of it using the go to vector step on VDN1 vector.

So we removed the RP2 and created the VDN2 as ACD Queue(Switch type =2) in CME. This time it was working fine with when user entered digits, but when he did not enter digits, the call would land on the main RP, but strategy would be executed from the beginning...rather than resuming where it left off. No errors or Abandoned events in the logs for that VDN2 though.

basically looks like we are at square one now again -
although I feel like I am understanding all these in more detail, the weirdness continues on with how Genesys works with Avaya in certain cases....

Any help is really appreciated !
S

[kowari]

We use the avaya and Genesys in conjunction with each other to collect digits.
But we do it somewhat differently.

I dont know the vector code (our avaya dude writes that bit) but we do the adjunct call to do Genesys CTI stuff LAST not first.  So announcements, collect digits etc is all done without genesys, then the last thing on the VDN is an adjunct call and we then deal with the intelligent part of the call in the routing strategy.

We tried routing to the same number again for looping purposes, but that failed terribly (it generated a new call in the avaya and all attached data was lost) and we didnt have time to trouble shoot this as we were rolling it out.  So we call a new VDN for any collect digits checking (ie put in nothing, put in the wrong thing etc etc).  We give them one extra chance to get it right then we default route them without correct input.

This works totally fine for us.  Dunno if it is anything like you were trying to do or not though.

[victor]

I am still puzzled why IVR Treatment would not work...  You would think that quite a few people would rely on Avaya on CED...

[René]

Hi Vic,

IVR treatment works but not as expected. The trick is in the vector assigned to VDN called within IVR treatment - collect digits command has to called before adjunct route command. There is one limitation related to that - URS will clear call sent to IVR if there is no EventRouteRequest received within 60 seconds. It's possible to disable that feature (see call_tracking option) but that could bring some negative side-effect...

If collect digits command follows adjunct route command then Avaya won't propagate collected numbers to ASAI link unless call is routed to other VDN. Seems to me to be limitation on Avaya side but not 100 % sure about that.

R.

[kowari]

*points up*
What rene said.  That fits with the testing that we found when we did this and the way we run our avaya IVRs.

So, call hits VDN, avaya collects digits THEN adjunct routes => CED goes to genesys
Call hits VDN, adjunct route THEN collect digits => CED not propogated to genesys.

And yeah that 60s sounds about right too.

[S]

Well, here is what is working-

for collecting digits in PBX- do not do it in the VDN you are hitting.

so basically, I have IVR treatment object, going to a VDN in PBX, do adj links steps in vec and have it go to another VDN to collect digits and come back and finally comeback to main RP where you called this IVR trt VDN.

Hope it made sense.
S