IVR: Attaching Data to a bridge call on the second leg

Voice & Telephony
1

We have installed an IVR system here. Part of its functionality is:-

  • A call arrives from the PBX on a channel on the IVR equipment - (Call A).
  • the IVR equipment answers the call and plays a message.
  • A free channel is used to dial another number (An extension on the PBX) - (Call B)
  • Calls A and B are bridged together ON THE IVR SYSTEM.

What we want to achieve is have attached data follow the call from Call A to Call B, which does not appear to happen at the moment.

What we need to know is :-

  1. Is this technically possible.
  2. If it is possible, is it a feature that Genesys supports.
  3. If 1 is true and 2 is false (ie it is possible but not an existing feature). can this feature be added to Genesys.
2

Hum…if you are using a Genesys IVR (VTO, GVP) then yes, it can be done and should be working as attached data, it’s only a transfer. If not working post your enviroment configuration and logs so we can help.
If you are using an external IVR then you will have to ask them if they support Genesys level integration and TServer will help on that as TServer will monitor the IVR ports and end extension (an agent maybe?)

If you provide more detailed info then we can help you better. Your ideas are too general to giving a complete and accurate answer.

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