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Technical Bulletin
Title: Date: TBN:

GVP and URS Interactions 01/30/03 20030130-002

Author: Pramod Sharma and Mangesh Deshmukh

Abstract
This bulletin explains the interactions between the Genesys Voice Portal (GVP) and Universal Routing Server (URS). A sample call handling scenario is considered to explain the interactions between the various components. The corresponding URS Strategy and Genesys Studio application are provided to explain the interactions. Relevant portions of Configuration Manager Environment are also described to help the discussion.

Sample Call Scenario # 1

Here is a sample call scenario followed by an explanation of the interactions. Please refer to the CME configuration diagram on the next page to understand the DNs, Route Points, etc. 1. A customer contacts a business and the call enters the premise PBX switch system on DN 9969. The PBX is programmed to send all incoming calls on this DN to an ACD Queue (2160) configured with the ACD Positions (6001-6024) for the GVP IVR Ports (01-24). This allows the caller to get IVR self service from GVP before geing routed to an agent. PBX directs the calls from the ACD Queue to a free ACD Position (say 6001) corresponding to GVP port 01. GVP begins executing a VXML Studio script based on the DNIS information obtained by GVP from the IVR Server. The Studio script immediately routes the call to a Virtual Route Point (8701) in order to give control to a URS Strategy. The URS Strategy sends one or more PlayApplication treatments to GVP in order to play prompts and collect information like account number from the caller. GVP takes appropriate branches in the Studio script and returns the collected information to the URS Strategy by sending back ScriptResults.

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Based on the information about the caller sent by GVP, the URS Strategy makes a routing decision to send the call to a particular target (say Agent Group 3000) based on the skill set of the agents appropriate for the call. If all the agents in the Agent Group are currently taking other calls, the Strategy plays a Busy Treatment by sending to GVP, a PlayApplication Treatment with a different APPID (sayAPPID=2). GVP Studio application takes the branch for APPID=2 and plays music interrupted by "Your call is very important to us, please continue to hold" type of announcements in an infinite loop.

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10. When an agent becomes available URS Strategy asks the T-Server to transfer the call to the agent position (say DN 3005). 11. The call is terminated on GVP and transferred to the agent's phone. At the same time the T-Server delivers the user data to the agent desktop application to enable it to display relavent customer's information to the agent. Here is a pictorial diagram of a CME configuration for the above scenario.

DN= 9969

ACDQueue = 2160 ACD Positions

6001

AgentGrp= 3000

6024

3001

3015

IVR Ports

01

24

VRP= 8701

Agent Positions

Screen shots of a simplified Studio application and the corresponding URS Strategy (for VRP 8701) are shown below.

The ladder/stick diagram that shows the interactions between the different components is given on the next page. It is assumed that the IVR server has been configured to auto-login ACD positions 6001-6024 in order for the IVR ports to be ready to receive calls. This is accomplished by configuring Auto Login to fake agent Login IDs in the Annex Tab under the IVR ports configuration for ports 01-24.

Step 1 2 3 PBX Call to DN 9969 T-Server Line Reserved - Ringing (6001)

Event Ringing Event Ringing NewCall CallStatus "Ringing" CallInfoReq CallInfoResp DNIS=9969

URS

IVR Server

GVP

Called Party answered

EventEstablished (6001) CallStatusEstablished RouteRequest EventRouteRequest ThisDN=8701 RouteDN=8701 EventRouteRequest

RequestApplyTreatment PlayApplicationAPPID=1 RequestApplyTreatment TreatCall APPID=1 TreatStatus = "Started" EventTreatmentApplied TreatStatus = "Completed"

EventUserEvent TreatmentEnd

TreatStatus = "Completed" AccNum=76543

Look for agent with right skills. If all are busy, send PlayApplication treatment to GVP
RequestApplyTreatment PlayApplicationAPPID=2 RequestApplyTreatment TreatCall APPID=2 EventUserEvent TreatStatus = "Started"

EventTreatmentApplied

PBX 8

T-Server

URS

IVR Server

GVP

RequestRouteCall Target="3005" RequestRouteCall RouteResponse EventRouteUsed EventRouteUsed RequestMuteTransfer RequestMuteTransfer OneStepXfer

EventHeld(6001) EventDialing(3005)

EventHeld(6001) EventDialing(3005)

CallStatus "Held" CallStatus "Dialing" EndCall

Line Released (6001)

X
EventReleased(6001) EventReleased(6001)

Line Reserved - Ringing (3005)

Event Ringing

Sample Call Scenario # 2

Here is another sample call scenario followed by an explanation of the interactions. In this example, a URS Strategy first handles the call because the entry DN is configured as a Route Point. Also, just to give a flavor for alternatives, instead of using ACD Queue and ACD Positions for the IVR ports as in the last example, here we are using PlaceGroup, Places and Extensions/Voice-Treatment-Ports as the CME objects for associating with the GVP IVR ports. The Extensions/Voice-Treatment-Ports must also be logged in and ready to take calls before this will work. Here is the call scenario. This assumes the CME configuration shown later. 1. 2. A customer contacts a business and the call enters the premise PBX switch system. The entry DN (1164) is configured as a Route Point, therefore PBX requests routing instructions from the T-Server, which passes the request to URS. URS executes the routing strategy loaded at RP 1164. The strategy attaches some GVP related variables to the user data in order to instruct the GVP Studio application which branch to take in the Studio application. It then routes the call to a free DN in PlaceGroup "VCS" (say Extension 6001). The call is moved off RP 1164 to DN 6001 GVP starts executing a Studio application based on the DNIS information obtained from the IVR Server. The Studio application issues a UDataGet request to get values of the GVP related variables. It then takes an appropriate branch in the Studio application. The first time it takes a branch to play a welcome message and collect customer's account number and perhaps the reason for calling. The Studio application then issues UDataSet to attach this information to the user data. The Studio application then Transfers the call back to the entry DN Route Point and sends the call back to the PBX. The call is terminated on GVP. PBX requests routing instructions from the T-Server, which passes the request to URS. URS executes the same routing strategy that it executed before, but this time it has user data containing information about the caller that has been collected by GVP. Based on this information, the Strategy routes the call to an appropriate Agent Group. If an agent is not immediately available, URS uses a Busy Treatment on the switch itself to play music from a music source
(Note: URS can also send the call back to IVR for the busy treatment but that is not shown here. Question - does it needs to also place the call in a virtual queue if busy treatment on IVR is used? Even if Busy Treatment happens on the IVR, URS strategy continues to run and look for a free agent and when one becomes available the URS asks the PBX to transfer the call without asking GVP. This scenario is not shown here)

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10. When an agent becomes available (based on information from the Stat Server), URS Strategy asks the T-Server to transfer the call to the agent's extension.

11. The PBX transfers the call to the agent's extension and T-Server sends Event Ringing with User Attached Data to the Agent's desktop application. Screen shots of a simplified URS Strategy and the corresponding Studio Application are shown below for this call scenario.

Studio Application for Call Scenario 2

Here is a pictorial diagram of a CME configuration for the above scenario.

RP= 1164

PlaceGroup = "VCS" Places Ext / VoiceTeatment Ports IVRPorts

AgentGrp=3000

"P1"

Shortcut 6001

"P24"

6024

Agent Positions

3001

3015

01

24

Step 1, 2 3

PBX Call to DN 1164

T-Server
EventRouteRequest

URS

IVR Server

GVP

EventRouteRequest (RP1164) RequestUpdateUserData EventAttachDataChanged

RequestRouteCall EventRouteUsed

RequestRouteCall Target=6001 EventRouteUsed

Line Reserved - Ringing (6001)

Event Ringing Event Ringing (6001) NewCall

CallStatus "Ringing" CallInfoReq CallInfoResp DNIS=1164

Called Party answered

EventEstablished (6001) EventEstablised (6001) UDataGet (GVP)

5
UDataGet Response RequestUpdateUserData EventAttachDataChanged EventAttachDataChanged UDataSetResponse UDataSet (Acctnum)

RequestMuteTransfer

RequestMuteTransfer

OneStepXfer DestDN="1164"

EventHeld(6001) EventDialing(1164)

EventHeld(6001) EventDialing(1164)

CallStatus "Held" CallStatus "Dialing" EndCall

Line Released (6001)

X
EventReleased(6001) EventRouteRequest EventReleased(6001) EventRouteRequest(1164) EventRouteRequest RequestRouteCall Target=3005

RequestRouteCall

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EventRouteUsed EventRouteUsed

Line Reserved - Ringing (3005)

Event Ringing