Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: tony_me on July 22, 2011, 08:50:29 AM

Title: SDK IVR-XML for routeRequest return default
Post by: tony_me on July 22, 2011, 08:50:29 AM

Dear Experts,

I have question when I integrate the Genesys with the third party IVR by I-Server. The IVR is in-front of switch. In the driver, I need these step.
1. newCall
2.GetCallInfo
3.routeRequest
4.accessNumGet
5.Transfer to agent by IVR xfer.

But when I called routeRequest want to get the destination. But routeResponse returned the routeType was "default". I set a routing point and external routing point. The call can be transfered. But Agent cannot get the attach data. I am not familiar with Genesys. Anybody could tell me what happen in the genesys configuration? I set the call control mode to "network".

Thanks & Best regards,

Title: Re: SDK IVR-XML for routeRequest return default
Post by: tony_me on July 22, 2011, 09:00:55 AM

This is the XML message I sent to Genesys.
<GctiMsg><CallId>10000001991300975598</CallId><RouteRequest RouteDN="7265"/></GctiMsg>

Title: Re: SDK IVR-XML for routeRequest return default
Post by: René on July 27, 2011, 02:35:05 PM

Hi,

You shall call accessNumGet method first to get ExtRN number the call should be routed to. If you route call directly to ExtRP then the call is default routed with high probability (depends on configuration) and no User Data are transferred from IVR.

R.