IVR Data transfer to Agent Screen

[Nitesh]

Dear All,

I am trying to Integrate a Sip switch with Genesys SIP T-server.

Topology:

User ----(SIP Switch + IVR) --- Adapter --- (Genesys ILib)
              |                                                    |
  |                                                    |
              |_________(Genesys T-Server)_______|_____(RP)
                                          |
                                          |
                                      (Agents)   

1. Call switching and IVR treatment is provided by the SIP switch.
2. SIP Switch is connected to Genesys T-server using SIP Trunk.
3. I have developed a simple adapter for interfacing IVR with Genesys
  ILib for sending user data from IVR.
4. IVR ports are configured in Genesys as Extension Dn's.
5. Agents are logged into Genesys SIP T-Server.


Call Flow:

1. User call will land on SIP switch and will be provided with IVR treatment.
2. After the IVR treatment the Switch will transfer the call to Genesys T-server over SIP trunk with ANI as IVR port DN and DNIS as access code defined in Genesys RP. At the same time IVR adapter will send the user data to ILib using the method "ilRQ ilSRqUDataAddKD(ilRQ, ilPORT, CPSTR, CPSTR);"
4. Genesys T-server will query the RP for selecting an Idle Agent and forward this call to that agent.

Problem:

1. Genesys is able to identify the idle agent and forward the call to him, however it is not able to pop-up the user data to Agent screen.
2. My understanding is that Genesys T-Server will map the ANI (IVR Extension DN) in SIP invite message and the Port number received through Adapter and for the user data to Agent screen as pop-up.

Please let me know if this approach is correct or am I doing something wrong.

Any help in this regard is highly appreciated.

Thanks,
Nitesh

[René]

Nitesh,

You wrote that SIP Server is connected to SIP switch using SIP trunk. It means that IVR ports cannot be monitored directly by SIP Server. It means that you need some component that will behave as a gateway between your IVR and SIP Server. That component is called IVR T-Server. In your configuration it will behave as virtual T-Server for IVR ports. IVR driver you wrote has to communicate with IVR T-Server as SIP Server doesn't understand ILibrary protocol. SIP Server and IVR T-Server will be connected together (multisite configuration) so allowing exchange of UserData and issuing CTI commands.

I would recommend you to read IVR SDK 7.5 C Developer's Guide, IVR Server System Administrator's Guide and SIP Server Deployment Guide (chapter 10 - Multi-site Support).

R.