Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on June 09, 2009, 11:46:57 AM

Title: Conference with IVR as one party on SIP Server
Post by: victor on June 09, 2009, 11:46:57 AM

Hi,

we are seeing a really ugly pattern here when it comes to financial institutions:

when operator is talking to the caller and then needs called to enter some authorization codes, operator starts a conference call with IVR port, thus connecting caller to IVR and allowing them to enter authorization code. After that, IVR leaves the conference call.

I feel that this is done on Avaya call centers mainly because without conference call there is no simple way to ensure that the call is returned to the same operator should operator just transfer the call to IVR for authorization codes.

So, obviously, when you start using Genesys SIP with URS+SM for IVR functionality, things start getting a bit more complicated. I am not sure if this is the way to do things anymore. Can anyone please share with me their experience on what is the best way to proceed?

Thank you!
Vic

Title: Re: Conference with IVR as one party on SIP Server
Post by: Gulden_NL on June 11, 2009, 07:47:59 AM

Vic,
As much as it hurts me to suggest this.....can you ping me direct, so we can discuss the dirty details outside of the forum and then come back here with the solution?

I have an idea, but that's all it is.  I can take this to Level 3 as it is something coming up for us, and we can keep the guessing game out of the forum until we come back with the answer we can all bet on.  It will help those that search in the future, keeping 10+ "I think it is this" out of the thread will be worth it if I can get the right answer and you can post it here.

Joop

Title: Re: Conference with IVR as one party on SIP Server
Post by: blakemas on April 14, 2010, 10:04:46 AM

Hi Guys,
Did you come up with a solution as I have a similar need...
blakemas