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51
Genesys CTI Technical Discussion / Re: Using a voice bot as a treatment?
« Last post by rolf_b on September 05, 2024, 09:52:07 AM »
Thanks for your reply.

Yes, I defined SIP Header mapping. And I learned yesterday how to request a REFER instead of a re-INVITE by using Transfer-Type or by using enable-refer on the SBC for Cognigy, but SIP Server refuses to do that. There are still several gotchas that I need to check, probably I'm still doing something wrong here.

My hope is that by REFERing the call to Cognigy, the call can be REFERed back to me and SIP Server doesn't follow this with an INVITE (losing SIP Headers from the REFER on the way).

But all this sounds like a workaround because in principle the bot is some kind of external voice treatment, and so there might me a way to handle it as one.

Rolf
52
Genesys CTI Technical Discussion / Re: Using a voice bot as a treatment?
« Last post by Kubig on September 04, 2024, 03:21:19 PM »
Have you configured SIP header mapping? You can use Transfer-Type option to override the behavior of the transfer and decide whether use INVITE or REFER
53
Genesys CTI Technical Discussion / Using a voice bot as a treatment?
« Last post by rolf_b on September 04, 2024, 01:21:47 PM »
Hello

maybe I am phrasing this wrong, but I am in - for me - uncharted territory here.

My company intends to integrate an external Voicebot platform (Cognigy) into our on-premise installation (which will be dead after 2028, I know). These bots will be SIP integrated into our environment, there is a special Session Border Controller to which I route the call if I need the bot to take over. I use
[tt]TRoute['Phonebot001', '', RouteTypeDefault,''][/tt]
for this. The call goes to the Bot and the Bot talks with me. So far, so good. But maybe not, because the call is transferred via INVITE to the Bot, not via REFER (I don't know how to pass the call via REFER).

The problem is the way back. There are many cases where the bot needs to transfer the call back to Genesys, and in these cases, I need to get data back. We send the call back to a Routing Point, and we intend to use custom SIP Headers to transmit reference information. From Cognigy, the call is transferred back to Genesys via SIP REFER. In the log of our SIP Server, I find this REFER request, and it contains the custom headers. But this REFER Request is not used to create the next call leg. Instead, I find a new INVITE for the target routing point, and in this INVITE, the custom headers are lost. It's a new Call-ID on SIP Level, and from the Genesys perspective, this is a brand new call.

So I assume we are doing it wrong. What I [b]want[/b] to do is using the bot as a kind of voice treatment, but since this is Cognigy, I don't know how to do it correctly. Has anybody hints for me, or pointers to the relevant documentation?

Rolf
54
Genesys CTI Technical Discussion / Re: Getting Total Trunks with Genesys API
« Last post by Kubig on August 28, 2024, 02:56:00 PM »
As far as I know there is no other way how to get number of active (connected) trunks
55
Genesys CTI Technical Discussion / Re: retrieving queues for several agents in one API call
« Last post by Kubig on August 28, 2024, 02:51:48 PM »
According to my experience and available documentation, this is not possible at this moment. You have to call multiple APIs to get such information.
56
Genesys CTI Technical Discussion / Getting Total Trunks with Genesys API
« Last post by victor on August 28, 2024, 03:35:14 AM »
Is there a simple way to get the count of active trunks using API?

I would imagine something like this:


```
import requests

url = "https://api.mypurecloud.com/api/v2/telephony/providers/edges/trunks"
headers = {
    "Authorization": "Bearer MY_SUPER_SECRET_TOKEN",
    "Content-Type": "application/json"
}

response = requests.get(url, headers=headers)
trunks = response.json().get("entities", [])

# Count the number of trunks that are connected
active_trunks = sum(1 for trunk in trunks if trunk.get("connectedStatus") == "connected")

print(f"Total number of active trunks: {active_trunks}")
```

But for the life of me, this does not give me what I want. Where am I going wrong? (Other than the use of "sum" and "for" together - don't kill me :) )

57
Genesys CTI Technical Discussion / retrieving queues for several agents in one API call
« Last post by victor on August 22, 2024, 07:19:43 AM »
Hi,

can you please tell me if there is a way to retrieve queues for a group of agents in one API request? I would like to create a list of agents and show attributes for all of them in one table. Is there a way to retrieve queues for each agent in one big API request? I do not see a straight-forward way to do it, and having trouble accepting Genesys, designed for very large deployments, would not have some way to retrieve information about large number of objects in one API request. Help!
58
Genesys CTI Technical Discussion / Re: Implementing a Self-Service IVR for Improved Customer Experience
« Last post by cavagnaro on August 13, 2024, 05:08:10 PM »
For that you can hire someone to act as a consultant. There are many topics on this and scenarios. Also, it is not a good thing to disclosure such complex topic on a forum. We can discuss ideas or issues you may have, but with your input. What you ask for is a project.

Enviado de meu SM-S918B usando o Tapatalk

59
Genesys CTI Technical Discussion / Implementing a Self-Service IVR for Improved Customer Experience
« Last post by fonadain on August 12, 2024, 12:37:58 PM »
Our organization is looking to enhance customer satisfaction by implementing a robust self-service IVR system. We're currently using [Genesys product, if applicable].

We're seeking advice on:

Best practices for IVR menu design and navigation
Effective use of speech recognition and natural language processing
Strategies for handling complex customer inquiries
Integration with CRM systems for personalized interactions
Metrics to measure [url=https://www.fonada.com/office-ivr-solutions/]IVR[/url] performance and customer satisfaction
We're interested in learning from other organizations' experiences and challenges. Any insights or recommendations would be greatly appreciated.
60
Genesys CTI Technical Discussion / reroouting the calls using triggers / data actions
« Last post by victor on August 07, 2024, 03:27:35 AM »
Hi, 

I have been working on using triggers to detect outbound calls that do not contain a queue. Loves triggers - it made things so much easier. Having said that, since there is no way to control the call within the trigger or in the workflow it calls, I was thinking about using data actions to redirect any outbound calls that lack the queue to an announcement stating to select a queue prior to dialing. Has anyone done call rerouting using triggers / data actions? Is there a simpler way to implement it?  I was able to do it pretty easily by a python code using API to monitor the calls and reroute them, but cannot figure a way to do it within Genesys. 
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