Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: ryudol on May 01, 2012, 02:54:30 PM

Title: Third Party IVR integrate with T-Server
Post by: ryudol on May 01, 2012, 02:54:30 PM

We have the A-G-E CTI System (Avaya PBX、Genesys CTI、Edify IVR)
As we known GCTI treat ivr ports as place group, and the customer data are transfered by IVR->iDriver->I-Server->IVR Server with port number.
Now we want to use a sip based ivr, connecting to avaya ses with sip trunk.and GCTI keep unchanged.
In sip mode ,we think there is no place group ,but one trunk.
So when the call is routing to agent from ivr, how can the GCTI get the customer data from ivr?

Trank you!

Title: Re: Third Party IVR integrate with T-Server
Post by: René on May 03, 2012, 03:23:39 PM

Hi,

You can't use existing configuration for IVR connected via SIP trunk. IVR Server requires every IVR port to be mapped to extension on Avaya switch and you can't achieve (my assumption) this with SIP trunk connection.

However, you should be able to make it working using IVR-In-Front mode that doesn't require port-to-extension mapping.

R.

Title: Re: Third Party IVR integrate with T-Server
Post by: aj on May 07, 2012, 02:43:12 PM

[quote author=ryudol link=topic=7116.msg30622#msg30622 date=1335884070]
So when the call is routing to agent from ivr, how can the GCTI get the customer data from ivr?
[/quote]

The UData can be attached to the call when it leaves the IVR ... The calls next stop will be the SIP Server and from there you can ISCC the call to your T-Server with UData in tact.

Title: Re: Third Party IVR integrate with T-Server
Post by: ryudol on May 17, 2012, 01:13:51 PM

Thank you ,I will try it,
In IVR In-Front Mode，Before the call leave the ivr ,we will use the iLibary interface to send a call start notify to ivr-server and also udata, but when the call arrived at sip-server  how did the t-server knows the relation with the call start notify send by ivr?

Title: Re: Third Party IVR integrate with T-Server
Post by: René on May 17, 2012, 03:33:40 PM

Hi,

You must use CTI transfer on IVR side to transfer call from IVR back to Avaya. It means that you must send Route request to IVR Server before transfer to get so called Access Number (=Routing Point on Avaya side provisioned as External Routing Point in Genesys configuration). Once IVR receives reply from IVR Server, it will transfer call to provided number. Call arrives to that Routing Point and T-Server assigns User Data passed from IVR Server to the call and transfers it to final destination (provided by IVR as part of Route request).

R.