SIP Qualification & Parking

[maxtech]

Hi there, Im looking for SQP configuration where we can queue calls on MCP in a env where IVR is in front. Im not able to find nor genesys has a good  documentation..

[cavagnaro]

Queue on MCP? What? You don't. All calls are always on a RP

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[Fra]

[quote author=maxtech link=topic=9907.msg44958#msg44958 date=1476904511]
Hi there, Im looking for SQP configuration where we can queue calls on MCP in a env where IVR is in front. Im not able to find nor genesys has a good  documentation..
[/quote]

I am not sure what you mean with SQP.
However, what you may want to go through is the Genesys Voice Platform Solution Integration Guide.

[quote author=cavagnaro link=topic=9907.msg44962#msg44962 date=1476912243]
Queue on MCP? What? You don't. All calls are always on a RP
[/quote]

Well, technically Maxtech is right..the voice is parked on an MCP for music treatment or an IVR app handling.
The fact that  for URS-centric integrations the call is logically queued on a RP, that is just a technicality
Plus, for in-front mode / what Genesys calls 'standard VXML app' integrations, the call is sent straight to GVP without necessary landing on a RP.

Fra

[cavagnaro]

Ah yes, that is correct, but you can't Park a call, meaning waiting for agent. That is what I understand for parking. While navigating on the IVR you are that, following a callflow.


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[Fra]

[quote author=cavagnaro link=topic=9907.msg44969#msg44969 date=1476957627]
Ah yes, that is correct, but you can't Park a call, meaning waiting for agent. That is what I understand for parking.

[/quote]

Why not? The application can wait for target availability and stream music in queue while doing that..

[cavagnaro]

[quote author=Fra link=topic=9907.msg44972#msg44972 date=1476960684]
[quote author=cavagnaro link=topic=9907.msg44969#msg44969 date=1476957627]
Ah yes, that is correct, but you can't Park a call, meaning waiting for agent. That is what I understand for parking.

[/quote]

Why not? The application can wait for target availability and stream music in queue while doing that..
[/quote]

?? GVP will send the request to URS...how can GVP (MCP/RM) will know about agents statistics and availability (StatServer)?
Kinda confused

[Fra]

[quote author=cavagnaro link=topic=9907.msg44974#msg44974 date=1476966207]
[quote author=Fra link=topic=9907.msg44972#msg44972 date=1476960684]
[quote author=cavagnaro link=topic=9907.msg44969#msg44969 date=1476957627]
Ah yes, that is correct, but you can't Park a call, meaning waiting for agent. That is what I understand for parking.

[/quote]

Why not? The application can wait for target availability and stream music in queue while doing that..
[/quote]

?? GVP will send the request to URS...how can GVP (MCP/RM) will know about agents statistics and availability (StatServer)?
Kinda confused

[/quote]

In CTIC integrations you can use the Statistics block in Composer to request stats from StatServer.

[cavagnaro]

Hummm I see... Well then something new for me.
SQP I guess means SIP Queue Parking

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[maxtech]

Yes Queuing on MCP thats the beauty of SQP..

On top of it, T-Server allows a softphone, while on a call, to issue a Park request. T-Server sends this request to MCP, which parks the call and returns the parked number in the released message. T-Server then passes this to the softphone which displays the location where the call is parked...

Im trying to configure in my env. will let you know... Tired working with Geneys but they asked my to engage professional services to implement it

[newbee@Genesys]

Hello guys...

I am trying to implement SQP  as well (Genesys 8.1)... as noted earlier by Maxtech, there is no documentation covering SQP in particular.

I have a URS centric IVR with 4 MCP handing inbound IVR calls.. at the exit of IVR (for routing to agent), call control go back to strategy to determine target and EWT... If EWT is above a threshold, I have to park the call on MCP. During parking voice treatment and MOH to be played. For SQP purposes, additional MCPs are added (additional 3 MCPs, after considering the peak stats of queued calls).

Now the challenges are
1) how these 3 additional MCP be added wrt SQP ? (meaning these 3 MCP should be used explicitly for parking purpose or they be added to increase the over all MCPs capacity to handle both inbound IVR call and call parking)
2) do we need MSML services for SQP ? If yes, how do I implement it. If not, can a simple IVR application suffice?
3) I am thinking of placing a simple IVR (Genesys composer) that can do voice treatment and play MOH. But again the challenge here is how do I get the current EWT value (how can I keep track of agent availability?).  As Fra mentioned above, If i use statistics block in composer to pull latest stats, would I get the data from stats server in this URS centric set up. If not, what changes do I have to make?

Please advise... Your inputs would help me a great deal cause currently I am confused and not able to move forward without validating the above approach.

[cavagnaro]

URS Centric is another thing. The IVR is behind, not in front as this topic suggests. If you are in URS already means you are on a SIP Server queue. Therefore you can get all metrics from the strategy and send them to GVP. Then GVP application via msml will catch this data and do what you may need. But again, URS centric already can do it

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[newbee@Genesys]

Thanks Cavagnaro for the response. Could you kindly please provide your inputs on my individual questions above, in that way I would be able to assess correctly. I am still confuse on over all final system that would work for sure.

[cavagnaro]

I answered if you understand. You are not using SQP as you "park" on URS already. For the other guy made no sense URS as he could not have one.
So 1 and 2 are without answer as you don't use SQP again.
As for 3, answered as well. Use Attach Data.

Read and check deployment guide for GVP so you can understand your call model

[newbee@Genesys]

Thanks Cavagnaro... Please bear with me ...

So does it mean SQP is not possible in URS centric ?

my current set up is
Strategy ---> IVR ---> Strategy ---> Target site Switch (calls waiting in queue for Agent)
I basically want to eliminate queuing at switch and instead park the call at GVP itself. How do I fit in SQP here ?

[cavagnaro]

You will have to modify your whole architecture for this...why this idea? Switch usually have no limits at queuing calls...you have a working solution right now. Public network interfaces will be needed for both scenarios. Usually you put an IVR in front where you don't have a switch or have a Cloud or network switch... As far as I understand.
In your scenario you have 2 switches right? ISCC? Maybe queue at first switch and just route to agents on second when they are free.

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