Blueworx Voice Response applications can use Genesys Framework for the following functions:
- To get called and calling number information from the switch
- To transfer calls (even if call transfer is not supported directly by the switch)
- Send and receive Genesys call data
- Genesys Call routing requests
The interface is switch independent and connectivity is based on Genesys switch support. State Table support is provided by Genesys with the D2IS custom server supplied as part of the Genesys Framework packages. VXML/CCXML support is provided by the built in IVR server support. You will also need Genesys Framework 7.1 or higher.
The following configurations are possible:
- State Table access to the Genesys Framework using the Genesys-supplied D2IS custom server (shown in Figure 1). Blueworx Voice Response can be configured so that a call is allocated to a specific “logical” trunk and channel as determined by a SIP Switch or Gateway. This ensures that the call is delivered and communicated as if it was a physical endpoint. The allocated trunk and channel are based on the dialled number.
- VXML/CCXML access to the Genesys Framework using the built-in Blueworx Voice Response support. (shown in Figure 2) This functionality runs independently of the Genesys-supplied D2IS custom Server
Blueworx Voice Response can also be integrated with vendor computer-telephony integration (CTI) solutions such as Genesys Framework, to provide more advanced solutions with closer integration with customer switches and automatic call distributor applications (ACD) functionality
Figure 1. Blueworx Voice Response connection
to the Genesys Framework using state tables
Figure 2. Blueworx Voice Response connection
to the Genesys Framework using VoiceXML and CCXML
