Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: egilder on February 20, 2012, 11:02:50 PM

Title: General Architecture on how IVR interfaces with Genesys
Post by: egilder on February 20, 2012, 11:02:50 PM

Can someone please describe how IVR integrates with Genesys. I am putting together higher level details of transitioning an IVR that worked with ICM to work with Genesys. Someone has written a GLI based program to interface the IVR to genesys. I want to understand where such a program fits. I hear about IServer, IVR Server, IVR Server client, GLI Server, T Server, In front of mode, behind mode etc. Questions in my mind are:

Does the GLI based program talk to IVR server or IServer?
Who talks to GLI Server? IVR Server?

As you can see, I am drowned in terminology and any little help with be very useful. Or if there is an architecture diagram at a high level, that will be very useful.

This IVR used asynchronous messaging from the previous CTI. I hear TreatCall is the mechanism for Genesys to tell the IVR what to do. Is TreatCall Asynchronous. Meaning, can that be used for the Genesys system to tell the IVR without the IVR having a request pending with Genesys.

Thanks any help.

Eric

Title: Re: General Architecture on how IVR interfaces with Genesys
Post by: smile on February 21, 2012, 06:58:26 AM

Firstly i guess to read document: IVR Interface Option 7.5. IVR Server. System Administrator’s Guide.
In Appendix B you'll find answers for gli, and in Chapter 1 will find useful information about ivr server, driver, etc.

Title: Re: General Architecture on how IVR interfaces with Genesys
Post by: mjparme on February 28, 2012, 03:20:19 PM

[quote author=egilder link=topic=6951.msg30172#msg30172 date=1329778970]
Does the GLI based program talk to IVR server or IServer?
Who talks to GLI Server? IVR Server?

This IVR used asynchronous messaging from the previous CTI. I hear TreatCall is the mechanism for Genesys to tell the IVR what to do. Is TreatCall Asynchronous. Meaning, can that be used for the Genesys system to tell the IVR without the IVR having a request pending with Genesys.
[/quote]

Generally the architecture looks like this:

IVR<->IVR Driver<->IVRTserver

IVR -- Self-explanatory
IVR Driver -- Can be Genesys provided, or custom program written that takes requests from the IVR and sends them to IVRTServer by converting the requests to something IVRTServer can understand. What the IVRTServer understands is the GLI message protocol. GLI is documented in IVR SDK 7.5 XML Developers Guide (there is also an 8.0 version of this document). Also handles GLI messages from IVRTServer to the IVR. Basically this facilitates all communication between the IVR and IVRTServer.
IVRTServer (aka IServer) -- handles the GLI protocol messages from the IVR Driver

A TreatCall message would be a response to a RouteCall message. Minimally messages from IVR to IVRTServer are NewCall, RouteCall, EndCall. In response to a RouteCall the IVRTServer may tell you to treat the call if there are no agents available and your routing strategy has call treatments in it. You can also attach data to the call. TreatCall can come asynchronously but only after a RouteCall is sent. 

Title: Re: General Architecture on how IVR interfaces with Genesys
Post by: egilder on March 01, 2012, 04:39:27 PM

Thanks smile, mjparme. Much appreciated.  I got a hold of 'IVR Interface Option 7.1 IVR Server. System Administrator’s Guide" ( not 7.5 ). I understand the basic architecture now. What mjparme wrot is also very helpful.

1) I am still not clear on a couple of the terminology.

      a) The document talks about IVR Server. mjparme talks about IVRTServer. Are they one and the same?
      b) Is IVR Server and IServer one and the same?
      c) Would an IVR ever talk to a Tserver directly? 

2) I only have 7.1 documents. Are 7.5 and 8.0 documetns available on line somewhere?

Thanks very much.

Eric