Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vic on January 01, 1970, 12:00:00 AM

Title: IVR object in the strategy
Post by: vic on January 01, 1970, 12:00:00 AM

Hi,

can someone please tell me what is the purpose of "IVR" block in IRD? In the help file, it says:
"The IVR (Interactive Voice Response) object is used to connect the interaction to an IVR. The treatment is specified in a format similar to that of a target because URS transfers the interaction in the same way it would routes to a target."

But then, looking into Sample E sample, it says:
Select the value for the Script parameter that collects information from the customer. In the Value field for the Target parameter, click the arrow to specify the type (typically a Queue or Group of Places), name, and location of the target. In the Value field for the Duration parameter type a positive integer that is greater than or equal to the length of the script.

Ok, this is really confusing... Let's say we have an IVR, and it has 24 DNs as ports associated with it. There is an ACD queue that all those DNs are connected to. If I set the destination for treatment as the queue, and timeout of zero, of course, the call would be routed to IVr for the treatment, but then, where do I route the call after IVR finished with it??? If I route the call back to the same routing point, wouldn't URS start the strategy from the very beginning again? How do I use it?

Vic

Also, how can I specify the

Title: IVR object in the strategy
Post by: Todd on January 01, 1970, 12:00:00 AM

Vic,

The only way I was able to use the same strategy after calling the script was to set an attached data value and read that in the strategy. If the treatment has been given, then based on the value, you would skip to the point after the IVR object. Hope this helps.