Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on February 17, 2015, 08:49:18 AM
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hello,
does anyone know how DNs should be set up and configured in CME, if they are set up as virtual extension on the PBX?
We are integrating a third party ivr, where genesys routes call to it via the pbx. In pbx the ports are set up as part of an IP hunt group where calls are directed into.
we have set these ports up as voice treatment ports (VTP) in CME however show registration failures in t-server each time a call is made.
everything seems to be configured correctly.
thanks.
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Can you clarify your architecture please?
Fra
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hello,
architecture as follows:
Calls into Avaya PBX
PBX VDN->Genesys route point
Strategy routes to ACD Queue/PBX VDN
------ this is where no documentation exists, genesys or pbx that advises how the call routes to the third party IVR, or how genesys ports should be configured within the pbx.
So in PBX should they be set up as stations? virtual extensions? Calls are forwarded to third party iVR through IP trunk.
thanks,
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[quote author=PFCCWA link=topic=8715.msg38731#msg38731 date=1424692161]
hello,
architecture as follows:
Calls into Avaya PBX
PBX VDN->Genesys route point
Strategy routes to ACD Queue/PBX VDN
------ this is where no documentation exists, genesys or pbx that advises how the call routes to the third party IVR, or how genesys ports should be configured within the pbx.
So in PBX should they be set up as stations? virtual extensions? Calls are forwarded to third party iVR through IP trunk.
thanks,
[/quote]
More a call flow than an architecture :) however, it sounds like this is a common IVR-behind implementation, where the PSTN trunks are connected straight into a premise switch which the IVR is connected.
Not sure what documentation you have gone through so far, however, the Genesys IVR Interface Option 8.x is the document you should carefully read: it contains the details you're after and even sample configurations.
In your case, I believe that apart from configuring I-Server and TServer_IVR, you'll have to create extension DNs under the TServer switch and map them to the IVR switch ports.
Fra
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hi
all done and followed.
the question which the guide does not specifically answer is how the ports should be set up in pbx, or how switch would handle routing.
thanks.
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Genesys can't tell you how to configure third party technologies - and of IVRs there are hundreds.
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That depends on your IVR, Genesys will never say how to integrate with each PBX as you are using an IVR XXX, how would you expect to Genesys document something isn't made from them nor previously integrated maybe. Ask Avaya and your IVR guys. If they sold you an IVR they should tell you how they do integration.
Grab known IVR configurations and understand logic there on avaya side.
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[quote author=cavagnaro link=topic=8715.msg38735#msg38735 date=1424703637]
That depends on your IVR, Genesys will never say how to integrate with each PBX as you are using an IVR XXX, how would you expect to Genesys document something isn't made from them nor previously integrated maybe. Ask Avaya and your IVR guys. If they sold you an IVR they should tell you how they do integration.
Grab known IVR configurations and understand logic there on avaya side.
[/quote]
good points all round
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So if I remember correctly, according to the guide you can either configure that as ACD positions if you plan to use agent logins for the port or you can configure them as Voice Treatment Ports. We configured them as VTO because we didn't want to use a Avaya ACD license for each port (Avaya AEP). There are some advantages to configuring them as ACD positions with agent logins that the document points out.