Attached Data

Voice & Telephony
1

Can anyone explain who data actually gets attached to the calls using an IVR behind the switch model?

AJ

2

Ani and DNIS as basic, then it depends on your swicth and IVR capabilities.

3

More specifically, what applications and process come into play when attaching/associating the call and data?

AJ

4

uh?
PBx receives the call and gets ANI and DNIS, then if using a CTI as Genesys it can attach more info (TServer) then your IVR can read and attach more data.

2 Likes
5

Hi,

The involved applications/processes are: IVR driver —> IVR TServer —> TServer

  • IVR driver is the CTI-enabler for IVR system.
  • IVR TServer is gateway between IVR driver and TServer (IVR driver doesn’t “speak” TLibrary protocol). Optionally IVR TServer works as a gateway between IVR Driver and StatServer as well
  • TServer is the key (and only) component responsible for UserData management.

R.

1 Like
6

Maybe the better question was how does TServer manage attached data, configure it: how can you create kvp, where could you capture the data for update.

AJ

7

If you’re referring to the call flow, you could attach it almost anywhere you like:

  • If it’s account information, you could either attach it immediately after the caller’s identity is verified, or just before they transfer out to an agent
  • if it’s usage information (menus, process results), again, you could attach it immediately on it being set, or on call completion.
  • if it’s information that is going to be used to make decisions within the routing strategy, attach just before the call is transferred to an agent.

It really depends on what data you want to attach, and how you are going to use it once it is attached.

2 Likes
8

you can configure the attach data value-pairs using genesys CME.
after then, you can manage to parse and update the configured attach data fields within your appl. code

9

Ok,

I think you are asking how do you attach data using IVR and how is it passed on to Genesys T-Server! ;D
While many people will tell you a quick fix you can do using UUI_DATA, usually you need a connection from IVR to T-Server. This connection is offered by Genesys IVR Server, which provides an adapter to your IVR to use. Once you implement that adapter, from IVR GUI you can call on a new function, that will allow you to:

  1. query the current ConnID of the call that you are receiving on that IVR port.
  2. add the attach data to that ConnID

Genesys IVR server then passes that information to T-Server, and that attach data is then assigned to the call that your IVR is currently handling. After IVR sends the call to a VDN or an agent, connection id for that call is still the same, so attach data assigned to that connection ID is still inside T-Server, so it is passed along with the call to the next DN until you either delete it or the call is released.

Makes sense?
Vic