trunk in Avaya

Voice & Telephony
1

Dear Genesys Forum Professionals,

can you please tell me if I can get a trunk for a call that was received by agent? We have Nice recorder and I want to develop our own Genesys adapter for it using Genesys active x which would be able to record all the calls, but I do not know how to interface Genesys with it. Nice only sees T1 channels (using Dialogic t1 card). What information do I have with Genesys that will help me correlate the physical call and its CTI info? As far as I understand, I only get channel # with dialogic.

Thank you very much,
Koki >:smiley:

2

I would check with NICE first… I believe they have their own integration already built for Genesys.

If the cost of buying that integration from them is a concern, bear in mind that even if you build your own, any integration to a call recording system requires special licensing from Genesys anyway, regardless of how you build it. Using the solution from NICE (if they still have it – they used to, I just don’t know where they are with it anymore) would also mean it would be supported…

3 Likes
3

Ok, Koki,

to answer your question:

here is a sample TServer log from Avaya:

@00:05:26.9407 [0] 7.0.206.01 distribute_event: message EventQueued
AttributeTimeinuSecs 940717
AttributeTimeinSecs 1171379126 (00:05:26)
AttributeThisTrunk 209715
AttributeThisQueue ‘2013’
AttributeOtherDNRole 1
AttributeOtherDN ‘132843976’
AttributeThisDNRole 2
AttributeThisDN ‘2013’
AttributeCustomerID ‘Resources’
AttributeANI ‘12654398’
AttributeDNIS ‘589430’
AttributeConnID 0074016b947a1be9
AttributeCallID 14846
AttributeCallType 2

As you can see, there is AttributeThisTrunk, which represents a 32-bit notation of the trunk that you are currently using.

Of course, there is a faster way to determine this. Just look for something like this:

@00:33:53.6783 [0] 7.0.206.01 distribute_event: message EventQueued
AttributeTimeinuSecs 678301
AttributeTimeinSecs 1171380833 (00:33:53)
AttributeThisTrunk 2097154
AttributeThisQueue ‘2013’
AttributeOtherDNRole 1
AttributeOtherDN ‘t32.2’
AttributeThisDNRole 2
AttributeThisDN ‘2013’
AttributeCustomerID ‘Resources’
AttributeDNIS ‘5438975’
AttributeConnID 0074016b947a1c10
AttributeCallID 14914
AttributeCallType 2

What you are looking for is ‘tXXX.YYY’ - this is the actual trunk group and channel, where XXX is group and YYY is channel.

If you have any further questions, please feel free to ask here or email to [email removed]

Good luck!