Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: manua on September 09, 2009, 08:46:12 AM

Title: Data not popped up if call is routed through a Route point
Post by: manua on September 09, 2009, 08:46:12 AM

Hi All,

I am creating IVR ports in Configuration manager and associating it with Extension DN. When I am sending data from IVR in this case, data is getting poped up in the agent desktop.But, if i am associating the same port with a routing point instead of an extension the data is not getting popped up in agent desktop.

I have created a small driver using the genesys ILib to send data. I am using the method "ilRQ ilSRqUDataAddKD(ilRQ, ilPORT, CPSTR, CPSTR);" for sending the data to the IVR server.

Please let me know, if I am doing something wrong or is there a better way to do this.Any help in this regard will be highly appreciated.

Thanks,
Manu

Title: Re: Data not popped up if call is routed through a Route point
Post by: Adam G. on September 09, 2009, 09:00:47 AM

You're associating an IVR port with a Route point? Why?

Title: Re: Data not popped up if call is routed through a Route point
Post by: René on September 09, 2009, 09:16:00 AM

Hi,

I don't think associating IVR port with Routing Point is correct approach. You should always map IVR port to extension and transfer of UserData is job of IVR TServer then. Could you post here some logs of your IVR driver and IVR TServer?

R.

Title: Re: Data not popped up if call is routed through a Route point
Post by: tony on September 09, 2009, 09:40:42 AM

A route point is not a terminal - it is a "pass-through" point, hence no data is "suppied" to it.

DN's, Ext's, etc. are end points and are therefore able to present data.

HTH?

Tony

Title: Re: Data not popped up if call is routed through a Route point
Post by: tony on September 09, 2009, 12:46:46 PM

Manu,

Maybe I am not understanding your issue;

You have stated that you have IVR Ports and you have associated them with Extension DN's - when you do this, data is popped to Agents.  If you associate your IVR Ports with RP's, then the data is not popped...

But then, in your latest post you are asking if you need to "map" your (1000) Agents to the IVR Ports...

???

It makes sense to map the IVR Ports to Ext DN's (that is Best Practice) but I cannot understand why you think that you need to map the IVR Ports to the Agents???

Can you please give a clear indication of what you want to achieve (your goal), instead of what you have tried...?  ;D

I [i]think [/i] you maybe want to include the IVR Ports in a routing strategy, to enable you to deliver calls to Target Agents' and also pass the associated IVR data to their desktop - but that is not at all clear from your notes so far... ???

Thanks!

Tony

Title: Re: Data not popped up if call is routed through a Route point
Post by: bogdan on September 10, 2009, 09:53:31 PM

Hello,

Like the others before me, you should: map IVR ports always as extensions (1000 if you have that many), an then transfer the call to a RP (xfer command as I remember) and route the call to vag target (10k agents). Like this you should have flexibility and scalability, and no attached data will be lost for all the duration of the call.

Regards

Title: Re: Data not popped up if call is routed through a Route point
Post by: tasha on September 22, 2009, 08:15:44 PM

What is the Java code used to transfer from an IVR to a Genesys routing point?