Voice Interaction Reporting Data

[Adam G]

Hi,

Currently looking at converging some voice interaction data for reporting, across Infomart/BOU on an Avaya PBX, with Nuance NDF as an overlay to GVP (which will have an ICON), couple with a VHT Solution data source.  I know we can add more data sources from within the BOU - but has anyone come across a common or reconcilable KVP/Object which could be used to combine the data from each Solution, to tie it in with the (ConnID) from Genesys?

Specifically, 4 potential data sources; Avaya AES, Nuance NDF, VHT, to reconcile with individual call data from Genesys Inbound Voice...

In case you are wondering - no, InfoMart/GI2 alone will not give us everything required as some calls are vector routed on VDN's and other are handled independently by VHT, etc.

Thanks!

[cavagnaro]

Ahhh I have been there already...customer-how-it-can't-be-possible-you-fix-it-do-magic-somehow kinda type
As there is no key because TServer connID will be missing at some point like where all calls are on VDN only, you have to make it part somehow of the flow. Our solution was to make it all part of Genesys and then we had a unique and valid ID.
If not, you will have a divorce. UUID is not always trustable and can reset at some point and mess with everything

[Adam G]

I was thinking....

Add Route Points --everywhere--

[cavagnaro]

Kinda that, no orphan calls without Genesys

[Adam G]

....or migrate VDN/Vectors to Genesys Routing...

[cavagnaro]

That is always the best option actually. I have seen those environments mixed and then when you reach a point where finally customer understands the problem, migration is a pain in the ass but at the end is the best option thinking on the future and new capabilities they win with that.

[Adam G]

|Thanks Cav!|