Genesys T-server and Avaya switch for CED and UUI data

[Fanny]

Hi, I have a few questions regarding the communication between Genesys T-server and Avaya switch for CED and UUI data.

We have IVR behind switch configuration.
(1) is there a way for IVR to pass the CED through Genesys API such that switch would see it and set it into ISDN message when perform transfer connect to the remote destination?

(2) From the previous posts, I understand that the UUI data can be passed between Avaya switch and T-server two-directional. If IVR attaches UU_DATA, what needs to be done on the switch to make it be aware of the UUI data and put it into ISDN message when perform transfer connect to the remote destination?

(3) Is there an automatic way for the switch to perform transfer connect other than playing the prerecorded DTMF tones as announcement? I see the following text from T-server document. But it is still not clear to me what the exact steps would be to make this happen.

Note: With T-Server for Avaya Communication Manager, you can use
RequestRouteCall with RouteTypeOverwriteDNIS to initiate the playing
of DTMF tones. This is done through the use of another intermediate
DN (typically, an announcement port configured to give the silence
treatment), to which the call is routed. When the call is established on
this DN, T-Server requests that the digits sent in the DNIS field of the
TRequestRouteCall be played via the ASAI-send-DTMF-single
procedure.

Thanks.

Fanny

[Fanny]

Hi,

Looks like many people read but nobody commented. With some information from Avaya support, we think we will pass CED through converse step.

For the UUI data, I saw the posts before that the link between Avaya switch and T-server is bidirectional.
It is clear that T-Server client will see the UUI data in the incoming call as the key UU_DATA. What about the outgoing call? If T-Server client set the data into UU_DATA, how will that be picked up by Avaya switch to embed in ISDN message when route the call out? somehow I checked with a few Genesys folks. They thought T-Server is just listening for the events from Avaya and therefore not able to pass data to Avaya. I think I saw several posts in this forum to indicate that the UUI data is bidirectional between Avaya and T-Server. Can someone help clarify? Thanks very much.

Fanny

[harinair]

Hi,
  By any chance did you get a solution to this problem? We are experiencing a similar problem and any help would be highly appreciated.

[mduran22]

We are passing UUI through the ASAI stream back to Avaya. There are specifics out there in Avaya support that tell how you can use this data, for instance by passing it to an Avaya IP Agent station. We use the UUI data to store the VirtualQueue so that when the call is routed our recording system can pick up the VirtualQueue name in the UUI and store it in the call recording database as a column that can be used to query for calls.

In regards to the transfer, we have also used the routetypeoverwritednis command to transfer calls from Genesys without having to route the call to an announcement in Avaya. However if you do have an Avaya system with announcement space I would recommend setting up the dtmf TC string in an announcement and configuring this in Genesys as a RoutePoint so you can either target the RP or TRoute. This allows you to report more easily on the transfer and how many times it was used. If for some reason you didn't have an announcement you could access, then the routetypeoverwritednis would be a useful command.

I have never set it up or been able to confirm, but I have heard that certain carriers may have a way to take back and transfer a call using UUI data. I am not sure how this would be accomplished because as far as I know the UUI is only sent on the call set up (and tear down?) over ISDN. I also think this could be possible with a network TServer connection at the carrier without DTMF. I imagine at some point SIP trunks may also introduce a new feature that can provide DTMF-less transfer connect or takeback and transfer.

Mike

[Ben]

[quote]We are passing UUI through the ASAI stream back to Avaya. [/quote]  How how did you pass UUI through the ASAI stream?  We have attached the UUI_DATA KVP and then used OverwriteDNIS to TC the call to another destination.  That destination does not see UUI data.