Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gawix on December 21, 2012, 03:25:43 PM

Title: IVR Profile selection with PlayApplication/<dialog:start>
Post by: gawix on December 21, 2012, 03:25:43 PM

In a URS-centric deployment, is it possible from URS to do a PlayApplication (or a dialog:start in ORS) and instruct GVP RM to use a specific IVR Profile different from the default one specified in the Tenant config?

Title: Re: IVR Profile selection with PlayApplication/<dialog:start>
Post by: Kubig on December 21, 2012, 03:32:35 PM

Via DID?

Title: Re: IVR Profile selection with PlayApplication/<dialog:start>
Post by: gawix on December 21, 2012, 03:46:53 PM

We are using PlayApplication, not using Voice Treatment Port DN.

see http://genesysguru.com/blog/blog/2010/01/15/deployment-of-gvp-8-1-1/ (section titled "Deployment")
We are in case #2 and not #3.

Title: Re: IVR Profile selection with PlayApplication/<dialog:start>
Post by: bublepaw on December 21, 2012, 05:36:13 PM

It depends - if You are not using msml it is possible by specifying in PlayApplication block profile name. When msml is enable it doesn't work as url from PlayApplication is send inside xml doc after request has be assigned to default profile. To overcome this issue You can use trick with userdata to header mapping

Title: Re: IVR Profile selection with PlayApplication/<dialog:start>
Post by: gawix on December 22, 2012, 03:42:07 AM

Bublepaw: can you elaborate?

Without MSML: I can't find any reference in the documention regarding a way to specify IVR profile with the PlayApplication block.

With MSML: I don't understand what userdata should be defined. It will eventually add a X-Genesys-xyz header but what "xyz" is required to hint RM.

I'm just wondering if I'm stuck with a single "one-size-fits-all" IVR profile if I choose a URS-centric approach.

Title: Re: IVR Profile selection with PlayApplication/<dialog:start>
Post by: bublepaw on December 22, 2012, 04:04:01 PM

GVP Integration guide (p. 147) containst following instruction

"You can also append the gvp-tenant-id parameter to the end of the APP_URI parameter in the Play application to specify a particular tenant. For more information about this parameter, see the Genesys Voice Platform 8.1 User’s Guide."

gvp-tenant-id is little misleading here so You have to go GVP User guide (p 26) to discover that actually gvp-tenant-id is IVR profile name :):

"gvp-tenant-id parameter in the SIP Request-URI—The Resource Manager uses this parameter, if it is present, to identify the voice or call control application for a new session.
...
If the X-Genesys-gsw-ivr-profile-id header is also present, it is used to determining the IVR Profile and the Request URI parameter denotes the tenant."

So if msml-support = false in SIPS configuration it is enough to add ";gvp-tenant-id=IVRProfileName" to APP_URI. In case msml-support = true we need different trick. We enable user-data to SIP mapping on VoIP service pointing to RM (userdata-map-trans-prefix and userdata-map-filter options) and inside strategy before we invoke PlayApplication we attach kv-pari gsw-ivr-profile-id with value equal to IVR profile name. This will cause SIPS to add header X-Genesys-gsw-ivr-profile-id in outgoing INVITE to RM and assosiate You app with correct non default profile.

Pawel

Title: Re: IVR Profile selection with PlayApplication/<dialog:start>
Post by: gawix on January 03, 2013, 03:58:18 PM

Wow! Thank you.  This is very clear.