Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: starscream2009 on February 14, 2011, 02:48:00 PM

Title: What is a regular call flow looks like in genesys
Post by: starscream2009 on February 14, 2011, 02:48:00 PM

Can any one tell me!

Title: Re: What is a regular call flow looks like in genesys
Post by: Daimonas on February 14, 2011, 03:23:50 PM

Hi star,

Depends on what regural is to you? What Genesys products are you using or planning to use? Also what switch are you running on?

FYI - If you have access to the technical website for Genesys, these callflows are usually documented, but I would be happy to help if I can.

Best wishes,
Daimonas

Title: Re: What is a regular call flow looks like in genesys
Post by: starscream2009 on February 14, 2011, 05:22:29 PM

Thanks for reply
Here is what i would like to know
What would be a regular call flow, like when the call comes in how genesys products interact with each other. switch is avaya
also i would like to know about the outbound calls.

Title: Re: What is a regular call flow looks like in genesys
Post by: tony on February 14, 2011, 05:24:37 PM

Does this help....? :)

http://www.tonytillyer.co.uk/guides

TT

Title: Re: What is a regular call flow looks like in genesys
Post by: starscream2009 on February 14, 2011, 05:47:13 PM

Let me ready it buddy
thanks for reply and i will see whether i can find an asnwer to my question

Title: Re: What is a regular call flow looks like in genesys
Post by: Daimonas on February 14, 2011, 06:45:22 PM

I hope you find Tony's guide usefull, alot of good information in there...

To give you an idea though the call flow for an inbound call works like this (probally be better pictured but here are some example steps, may vary based on your configuration)

Your customer calls 800 #
Customer reachs your Avaya switch
Call hits VDN
Vector does an adjunct to Genesys via MapD (requests route instructions)
Genesys T-Server receives request
Genesys Router receives request
Genesys Router responds with route instructions
Genesys T-Server responds to switch Request
Switch routes call.

With an outbound call, the call may go like this:

Genesys Outbound Server sends MakeCall request to MapD (or CPD Server if you not using avaya to make call)
Outbound call is place from switch
Avaya (or CPD, which ever u using for call progress detection) interupts if call is answer, busy, answer machine, etc.
If answer, call routed to VDN
Vector does an adjunct to Genesys via MapD (requests route instructions)
Genesys T-Server receives request
Genesys Router receives request
Genesys Router responds with route instructions
Genesys T-Server responds to switch Request
Switch routes call.


Hope this helps
Daimonas

Title: Re: What is a regular call flow looks like in genesys
Post by: starscream2009 on February 14, 2011, 06:52:48 PM

this is what exactly i was looking for, thanks dude  ;D
it would be really good, for some people like me
if it would have been in pictures, it is really better  :)

Title: Re: What is a regular call flow looks like in genesys
Post by: Daimonas on February 14, 2011, 06:59:31 PM

Glad I could help. If you have a support contract or access to tecnical support website, there is much better pictures or callflows to explain what you are looking for. You can also check with your sales rep or account manager and they can provide these to you as well.

Daimonas

Title: Re: What is a regular call flow looks like in genesys
Post by: starscream2009 on February 14, 2011, 08:09:46 PM

thanks to you all  ;D