Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on April 26, 2013, 02:06:38 PM

Title: IVR Profile
Post by: PFCCWA on April 26, 2013, 02:06:38 PM

hello,

I have been advised it is only possible to increment an IVR profile (in GA monitoring) if a (inbound) call is presented to it.
Is this correct?
Using another forum post I attached key=gsw-ivr-profile-id, value=[iveprofileid] before play application block however this does not increment the ivr profile referenced, instead adds to default profile.
If we are using a URS centric routing strategy through IRD, then i thought it was possible through attached data (that references the gvp profile id).
We logged an SR with genesys partner who say ivr profile will only increment if call is presented to it - assuming this means GVP centric routing.
All we are trying to do is track the number of calls (total and peak) when a vxml file is called through Play Application block in IRD.
Currently we have a total number including announcement requests/outbound cpd which does not differentiate between them all.

Just checked gvp deployment course guide which states to map ivr profile in urs centric strategy you add gvp-tenant-id=<name of an ivr profile> to {s}APP_URI - is this incorrect??

thanks.

Title: Re: IVR Profile
Post by: Kubig on April 28, 2013, 07:57:39 PM

No, for URS centric deployment you have to attach user data with name gsw-ivr-profile-id equal to id of IVR profile.

Title: Re: IVR Profile
Post by: PFCCWA on April 29, 2013, 10:33:39 AM

Hello,

Added the attached data in routing strategy however is still not counting the ivr app referenced.
I think the issue is the presence of the gvp-tenant-id so the gsw-ivr-profile-id is ignored.
Found this in the GVP 8.1 users guide:

[i]The user-defined name that was assigned to
the IVR Profile when it was created.
Note: For backwards compatibility:
If gvp-tenant-id = [TenantX], Resource
Manager assumes that the associated
tenant for the call is TenantX.
If gvp-tenant-id = IVRAppY, Resource
Manager assumes that the associated
IVR Profile for the call is IVRAppY. 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.
If gvp-tenant-id = [TenantX].IVRAppY,
Resource Manager assumes that the
associated tenant for the call is TenantX,
and the IVR Profile is IVRAppY. If the
X-Genesys-gsw-ivr-profile-id header
is also present, it is ignored.[/i]

in mcp logs I can see the gvp-tenant-id=[TenantX].IVRAppY as below within the GVP-Session-ID as below:

[i]X-Genesys-GVP-Session-Data: callsession=F3BE3741-4BF1-466C-4593-CB3375955C49;2;1;;;;Resources;PROFILE_HELLO_WORLD;
X-Genesys-GVP-Session-ID: F3BE3741-4BF1-466C-4593-CB3375955C49;gvp.rm.datanodes=2|1;gvp.rm.tenant-id=101_PROFILE_HELLO_WORLD[/i]

also in mcp logs the attached data is present:

[i]MSMLDialogParams.cxx:79 MSMLDialogParams::XMLEndElement: name - X-Genesys-gsw-ivr-profile-id value - 113
2013-04-29 10:52:25.057 DBUG 00EA0117-1000481E 4820 01B00000 MSMLDialog.cxx:2144 MSMLDialog::AddParamList: passing parameter X-Genesys-gsw-ivr-profile-id=113[/i]

if the reason is indeed the presence of both headers, how can I remove gvp-tenant-id or change it.. if that is what i need to do :)>

thanks.

Title: Re: IVR Profile
Post by: Kubig on April 29, 2013, 10:58:44 AM

Before I wrote my post all have tested all, and it works. When I set the KVP gsw-profile-id within the strategy, the count is made on IVR which is configured via that KVP.