callback

I have little experience in Genesys routing n reporting side. But never worked on GVP/IVR stuff. Recently have been given a requirement where call hits strategy ,we would check for particular condition and based on that ,route it to GVP /IVR app which would play a announcement offering customer call back offer .If customer does not opt for it ,IVR app should send it back to incoming VDN to continue with rest of routing logic and if customer opts for it , it should collect the customer number and pass the control back to strategy which then do a DB insert and then drops.

Since i have no experience on how to integrate a IVR/GVP app with routing set up ,was wondering if i can get some tips on this whole thing. I am sure the coding in GVP part would not be that much difficult . I am basically interested in set up of the GVP part and how the control would pass from call type VDN / strategy to a IVR app and how the IVR app passes the control back to strategy with the customer number.

You don’t need GVP. I’m assuming you are using an Avaya?

Everything you need to complete this call flow can be done using URS, the Avaya and Vectors. Collected digits will come through as CED in your routing strategy, which can then be used for your database write. Alternatively, you could use GVP and do all the database functionality on that side. You don’t really need to use 1 system to collect the information and the other to write to the db, unless there’s a reason for this that you haven’t told us about.