Seeing Called Number at Calltakers desk

[fonesaaa]

First time poster.  Thanx in adavnce.  We are running a marketing campaign and are receiving calls directed by Genesys to our AVAYA 8700.  The calltakers want to see the TFN that is being called.  Since I do not know the numbers I cannot label objects with the number.  Shouldn't Genesys be able to pass the dialed number to our switch and we receive it as ANI?  But, if they do that I could not route via ANI to Area Code based skills.

It's probably obvious that I know nothing about Genesys, for that I apologize.  I'm trying to get my hands around the idea of routing on ANI and seeing a different number on screen.  I'm thinking we would need a CTI app here to do both.

Thanx again for any info the noob can use.

[cavagnaro]

You should check the DNIS or the GSW_PHONE keys in the attached data of the call and use those.

[fonesaaa]

[quote author=cavagnaro link=topic=5169.msg22873#msg22873 date=1266516531]
You should check the DNIS or the GSW_PHONE keys in the attached data of the call and use those.
[/quote]
Thanx for the info, I see from posts that the GSW_PHONE keys is a Genesys function.  My thinking is/was that if they are using x number of TFNs then I should be able to get DNIS passed from Genesys in order to ID/label the AVAYA components, VDN's, etc. for each of the TFN's.  Does Genesys work like that?

Sorry for being so ignorant

[cavagnaro]

Sorry, I'm non Avaya user so I have no idea what is TFN...
I guess you are using Genesys Outbound suite (OCS), right?

[Fra]

[quote author=fonesaaa link=topic=5169.msg22874#msg22874 date=1266526196]
[quote author=cavagnaro link=topic=5169.msg22873#msg22873 date=1266516531]
You should check the DNIS or the GSW_PHONE keys in the attached data of the call and use those.
[/quote]
Thanx for the info, I see from posts that the GSW_PHONE keys is a Genesys function.  My thinking is/was that if they are using x number of TFNs then I should be able to get DNIS passed from Genesys in order to ID/label the AVAYA components, VDN's, etc. for each of the TFN's.  Does Genesys work like that?
[/quote]
If your Avaya is integrated with Genesys and you use the Genesys Outbound Contact solution, the T-Server component will send a message on the CTI link which is MakeCall; that message looks like:
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Received from 704 (OCServer): message RequestMakePredictiveCall
  AttributeThisDN  '9999'
  AttributeOtherDN  '1234567890'
  AttributeTimeout  120
  AttributeUserData  [202] 00 08 00 00..
      'GSW_PHONE'  '1234567890'
      'GSW_TZ_OFFSET'  '3600'
      'GSW_CALLING_LIST'  'Telemarketing'
      'GSW_CAMPAIGN_NAME'  'CAMPAIGN1'
      'GSW_APPLICATION_ID'  17
      'GSW_RECORD_HANDLE'  '18'
      'GSW_CHAIN_ID'  '1'
      'GSW_CALL_RESULT'  'x'
  AttributeExtensions  [2] 00 00..
  AttributeReferenceID  2330
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[/size]
and is translated on the ASAI link into:
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[font=TimesNewRoman]
=== parsed message ===
prot_discr = 8
CRV = 224
MsgType = 100 (REGISTER)
Facility:  serv_discr = 17(q932_suppl)  fac_ie = component_tag = A1(INVOKE)
invoke_id tag: 02, value = 109
operation tag: 02, value = 131(TP_MakeCall)
params = q931_tag = 40
list =
Calling_Party_Number:  type_plan = 0(unknown)  address = 9999
Called_Party_Number:  type_plan = 0(unknown)  address = 1234567890
User_User_Info:  prot_discr = 4(IA5_chars)  user_info = [14] 47 43 54 49 2F 52 65 66 3A 20 32 33 33 30 'GCTI/Ref: 2330'
Call_Options: # elems = 4
  option = 1(num_rings)  value = 15
  option = 2(alert_order _0_calling_1st__1_called_1st)  value = 1
  option = 12(return_ACK)  value = 1
  option = 14(ans_mach_treat _0_admin__1_drop__64_answer)  value = 1
Service_Circuit:  type = 1(call_classif tone_detect)
[/font]
[/size]
As you can see, there is no label called 'DNIS' or 'ANI', but T-Server is smart enough to talk the Avaya protocol and pass the number to be dialled to the switch. You may want to configure Genesys to select directly a specific trunk by adding a specific TAC in front of the number to be called.
If instead you are interested in passing a specific attached data (label) from Genesys to Avaya and fiddle with it, you can do it, there are at least a couple of threads in this forum about it.

Fra

p.s. : Cav, TFN = Toll Free Number

[fonesaaa]

Again thank you all for the replies.  This location does not have the Genesys app, we are being fed calls from the AT&T cloud via Genesys which I believe is homed on the west coast.  Our 8700 receives calls on a PRI ckt.  Normally we receive DNIS or ANI digits from the cloud and label/direct accordingly for calltakers to see.  There is an aspect of this that doesn't fit the norm. I was digging around to see if there was black magic on the D channel that was being utilized that I was about to be educated on by my colleagues on the west.

[Fra]

I had the doubt whether you were talking about inbound or outbound calls..anyway, if that location doesn't have Genesys, the question is not whether Genesys passes ANI or DNIS, rather whether you can grab them from your trunks. Answer: I've got no experience in the US field, but depending on the carrier you should be getting them on the Call Setup message on the D-channel (this is how ISDN works).

Fra