IVR conversant + PBX Definity + CTI Avaya

[Davide3107]

HI All
is There someone that can give some information to me on integration between a PBX definity, a IVR conversant and a CTI Avaya IC?In particular regarding information the serve vox and its configuration.

Thank you.

Davide

 

[FoneFun]

What is the serve vox?
And what type of information are you looking for? I've integrated a conversant to a Definity, and CTI on a Definity.

 

[GuzaPasha]

Hi,

explain us with more deatails.

GuzaPasha

 

[Davide3107]

HI

The vox server is a corba server in CTI Avaya that work with IVR and others serves like Telephony server, EDU server to control the call that arrive from pbx to IVR and CTI through events like TS.incomingcall etc etc.

In this moment I've integrated a conversant to a Definity
infact I create a vector which route the call in the ivr (30 channels= 30 fictitious agents in PBX), and I've integrated the CTI on Definity with tha corba servers. but I haven't integrated
all three system together because I don't understand like integrating the ivr with the CTI, in particolar I don't understand Like tying with the tree of the ivr with the events on the CTI. (for example The tree of the ivr acquires of the digit of the customer and the CTI stores these digit)

Thank you
Davide

 

[GuzaPasha]

What type of Conversant do you have?

You want to collect sth in the IVR tree and to pass the data somewhere.

You shoud have CTI link from IVR to the MAPD. Than data collected by the IVR will be returned back to the DEFINITY and then passed to any other server that is monitoring the call.

If this is what you need, tell me and I will explain much more.

Hope this helps
GuzaPAsha

 

[Davide3107]

Hi GuzaPAsha
Thank you for your aid

I have a CTI link from IVR to MAPD, but in this moment I have a flow that, when a call arrive A vdn of income route it, towards the CTI with a command line adjunct link in the vector. Then the call return on PBX.

Now I want to collect digit in the IVR tree and to pass the data to CTI because these digits (password) will serve in order to interrogate a database siebel.

I want to understand as from the tree ivr the digit they come taken in delivery from the CTI.

Thank you

 

[GuzaPasha]

Here is what you need!

There are 4-5 asai function that you can use on the Conversant platform.

One of them is ASAI_transfer, the will transfer the call using the CTI link and MAPD. There is the field UUI that will consist of your data, and at the time the call is tranfsered, information about the call will consist of UUI data and other data.

Let's suppose:
Corba server is monitoring the VDN 555. Any time you transfer your call to the DEFINITY vdn 555 from IVR, the call (and info about the call) will go to the Corba Server, and if you have possibility to read UUI on Corba, you will get data collected on the IVR.

That is how it works on the IVR. Do some tracing on the IVR while doing this transfer.

Opposite, the function A_callinfo, will give you all information about the call(ANI,DNIS,UUI,..).


Hope this helps
GuzaPasha

 

[Davide3107]

Ok! Thank you very much,
but sorry, I have others 1000 questions because i'm not pratical of IVR.I will read the documentation and then I will disturb to you still.

Your aid has been precious.
see you soon.

Davide

 

[629724]

Hi all !
I have a similar problem of Davide3107. I have created a IVR Tree with include a Transfer call to a number or VDN, (with the Transfer Call node).
In simulation of IVR Designer the tranfer call go but no on the IVR Station! Should I set up some parameters in Avaya Response Administration or on PBX ?
Thanks.
Manuel

 

[FoneFun]

629724:
Are you sending the call to the ivr via converse-on or queue to?

If you are doing it via converse-on, the IVR Transfer Call function will not work because Converse-On keeps the call control with the vector. As soon as your IVR ends the call, the vector continues.

So if you must transfer somewhere, use the IVR conv_data function. You'll need the FAC for the converse data return on your PBX. I think by default its *22.
And in Return 1, put the number to transfer to, as dialed by the PBX.
in Return 2, I put #

If I'm not mistaken, in the vector, after your converse-on, put in a collect 11 digits and then route to the collected digits.

 

[Davide3107]

Hi FoneFUN

Sorry but I don't ubderstand. I transfer the call with queue to skill 11 (this skill is the IVR skill). When the call arrive on IVR, the three run but when the call arrive to the transfer block to another vdn, or station, we listen the noise of the digits but the transfer failed!!

Can you do a exsamples of a vector with converse-on?
Thank you

Davide

 

[629724]

Thank FoneFune! but perhaps i have not been clear... I want that in a point of my tree, if the customer selects 1 (for example) it transfer the call to number 6498 (VDN in PBX, in order to speak with an operator).
Answere:
1) which function I must use in Avaya IVR designer ?

2) I must make something on PBX to enable it to receive data from the IVR?

thanks