Automatic Number Identification
If your central office and telephone switches provide ANI information, your VoiceXML application can use the session.connection.remote.uri variable to access the caller's telephone number. You can use the ANI information to personalize the caller's experience or to log when various customers are most likely to call.
Dialed Number Identification Service
If your central office and telephone switches provide DNIS information, your VoiceXML application can use the session.connection.local.uri variable to access the telephone number that the caller dialed.
Call transfer
Calls can be transferred to a human operator or another VoiceXML application. The different types of call transfer possible using VoiceXML with Blueworx Voice Response are described.
Using Blueworx Voice Response call tags You can incorporate information associated with Blueworx Voice Response call tags, which convey information from a signaling process, to a VoiceXML document. The tags map to Blueworx Voice Response system variable SV542, which contains information about an incoming call such as calling party data or the service to which they wish to be connected.
Using advanced CTI features To access the Genesys API function RouteRequest, use the VoiceXML <object> element as described here.
Re-routing Genesys CTI call transfers through Blueworx Voice Response
Normally when Blueworx Voice Response is configured to use Genesys CTI telephony functionality, calls are transferred using Genesys CTI. However, if for some reason a SIP transfer operation using Genesys CTI cannot be completed satisfactorily, perhaps because there is a problem with the Genesys CTI server, it is possible to specify that the transfer is made by Blueworx Voice Response instead.