3rd party IVR integration or Universal CTI ?

[pattadon]

Hi, I have a question about the IVR integration between Avaya and Genesys.

My company have an Avaya IVR and using Avaya IC as CTI system
and now we just implemented Genesys outbound also.

If we want to implement more for inbound based on Genesys,
We can't replace it immediately but we want to do on a small group of agent first
by changing transfer destination on some menus to a middleware IVR application that can transform CTI data before
transferring call to the agent.


The question is can we do something like transform a CTI data from Avaya to Genesys ?
e.g.
Customer --> Avaya IVR --> Avaya IVR with Genesys connector --> Genesys Agent

Can we create an IVR application that connected with IC connector(Avaya) and CTI Connector(Genesys) to transform a CTI data before arrived to Agent ??


Thanks

[mduran22]

Yes you can. I would ask Avaya first if they have an adapter they have build for your version Avaya IVR to Genesys. Otherwise there are IVR Interface option allows you to build develop a driver and has the IVR Server to interface with the driver.

The documentation can be found here:

http://docs.genesys.com/Documentation/IV