Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Gaia on March 07, 2016, 08:57:22 AM
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Hello,
I am a little lost
Our customer wont to allow automatic dialing for different numbers provided by the customer (home, mobile, office) (allow automatic dialing and move to the next number)
Before when an interaction is sent to the agent(email) , the agent dial number to speak with customer and move to the next number if customer hanve not repond.
We want to do automatic dialing and the call should be sent to the agent only is there a positive response.
I do not know how to handle this with the outgoing solution.
We are thinking about customization Is it possible to do multi ring with the SIP server?
The customer goal is to save the time
Br
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Why not used the progressive campaign mode?
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Hi kubig,
Create list for each interaction ?
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Why for each interaction? Try to better describe your needs, from the description is not clear.
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sorry bad english
when agent receive an email for exemple , he have to dial 2 or 3 numbers given by the client. we want to dial numbers simultaneously and send the call to the agent if there is positive response from the client.
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And how you want to solve the situation, where the customer will answer more than one call at one time? From my point of view, the business case is not good.
In general, you can achieve that only with customization within the platform.
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yes kubig the case is complicated and without anssurance to have gain of time
whatever currently the agents trying to call the first number and sometimes they hang up quickly and other times they do not try to call all the numbers. Our client wants to improve it
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As was mentioned before, trough the customization you shold be able to achieve your needs.
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without OCS
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It depends up to you. You can use the standard funcions of OCS and implement then to your custom solution. Or you can achieve that totally without OCS, but in this case it will need more customization from my point of view.
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what we need to do is to dial first number and detect if there is response and send the call to the agent.
If there is no response dial next number.
maybe we can create calling list for each interaction. ??? ??? ??? ???
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So, you can easily add chain of numbers into existing calling list and set them to dial immediatelly with configured treatment, which will choose another number within the chain if the first number is not available or customer does not response. There is several possible approach how to do that, depends on environment, customer needs and of course buget and time to implement.
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Yeah, 1 CallList/Campaign per Agent would be the easiest way to implement. Of course, needs a maintenance later but is the cost of such "weird" requests. Guess not other agent can receive those calls because are independant? Or why not analyze the emails before routing and add the numbers to the calling list on the strategy itself?
So many ideas to do but seems lack of understanding of business rules as Kubig says the big stop for us to help.
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yes the agent who treats the interaction shoud receive those calls.
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Lol, so from many other aspects you only answer the simplest. How you expect us to help or what are you expecting to get?
There is no magical solution for your request, as a consultant and implementator you should advice your customer based on his real needs and identify his real problem.
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[quote author=Gaia link=topic=9403.msg42584#msg42584 date=1457362365]
without OCS
[/quote]
Why? This is exactly what OCS is for.
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hi cavagnaro,
I try to explain but my english is very bad
Whatever , our customer need to gain time because when an agent receives an interaction , there is an automatic dialling for first number of the client but agent have to dial manually second and third number of the client quand le client ne repond pas au premier appel . the need is
- to detect if the first call is connected to client and connect it to agent .
- in case of no response do an Automatic dialing the following numbers.
- this call should be handled by the agent who treat interaction (email).
we think to use OCS , but as you said it's complex to maintain. and how to manage th time of prcessing by OCS ?
I haven't other ideas , and hope this forum will help me a bit
Br,
Br,
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Only way to detect the answer type before passing the call to agent is OCS/CPD or some other CPD with some Outbound app integrated to Genesys.
The how!? is a multiple choice, which needs to be designed and build by some Genesys expert according to your customer needs.
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Hi caractacus,
It's special case , it's not compaign , just call client on his mobile , work and work phone and connect him with an agent (the same agent who is received mail from client)
The question is how to use OCS for this case
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will see if it can be done by using Chained Records and treatments
thank's all for the help
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Kubig just give u the answer ...it's possible with different treatments
Envoyé de mon Nexus 5 en utilisant Tapatalk
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what about ORS ? ??? ??? ??? ??? ??? ??? ??? ??? ???
can ORS interact with GVP for CDP?
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ORS has nothing to do with CPD. Please at least read basic product description and features
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If you have GVP have a read of the GVP documents, look for 'Supplementary Services Gateway' (SSG) maybe you could use that to do you CPD..
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CPD is done by mediaserver or another CPD capable software/hardware with that option. SSG doesn't do CPD.
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[quote author=cavagnaro link=topic=9403.msg42786#msg42786 date=1458666705]
CPD is done by mediaserver or another CPD capable software/hardware with that option. SSG doesn't do CPD.
[/quote]
I never used it, but reading the documents it seemed to suggest that SSG could use CPD using MediaServer or Media Gateway.
In CTI through SIP Server architectures, outbound calls are made through
either a Trunk Group DN or a Routing Point DN, depending on the kind of
voice application used to connect with the called party.
NGI Applications—Trunk Group Call Flow
For NGI applications, SIP Server sends the outbound INVITE through a Trunk
Group DN configured for MSML communication to GVP. SIP Server can apply
call progress detection (CPD) on the media gateway. After CPD, if the called
line is determined to be suitable, it is connected to the voice application.
GVPi Applications—Routing Point Call Flow
For GVPi applications, SIP Server places the originating call leg on a Routing
Point DN. SIP Server sends an INVITE to GVP as the media server (Voice over
IP Service DN with service-type set to msml). If the HTTP request specifies
CPD, then CPD can be performed on the media server. After CPD, if the called
line is determined to be suitable, the routing strategy can select a Place Group
to determine the Voice Treatment Port DN that will be sent in the INVITE to
Resource Manager, in order to select the IVR Profile for the voice application
to be connected to the customer.
Single CreateRequest with CPD Parameters
POST /SSG?TenantName=<tenant> HTTP/1.1
Accept: */*
Accept-Encoding: gzip, deflate
Accept-Language: en-us
Content-Length: 1123
Content-Type: application/xml
Host: 172.24.129.81:9820
Pragma: no-cache
User-Agent: Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.0;
InfoPath.1; .NET CLR 2.0.50727)
Connection: Keep-Alive
<SSGRequest xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<CreateRequest
IVRProfileName="SSGProfile"
NotificationURL="http://172.24.129.86/Vamsi/Web/Outcome.xml"
Telnum="9884719189"
Token="T7034"
MaxAttempts="3"
TimeToLive="12000ms">
<cpd record="false"
postconnecttimeout="6000ms"
rnatimeout="6000ms"
preconnect="true"
detect="all"/>
</CreateRequest>
</SSGRequest>
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If he has GVP he already has MCP. SSG is only needed for GVP Outbound applications. If you have an OCS already, as OP states, the you configure it to dial via IP as you say by a trunk and trunk does the CPD request to the MS. SSG is not needed at all. Also , SSG is not able to do CPD, it just request MS to do it and let him know the result.
What he says is that if he can use ORS (??) as a CPD. And answer is definitively not. ORS doesn't have CPD capabilities as well as SSG.