A telephony service is a definition of a host to which a voice response node can pass requests for call control functions such as call transfer, and from which call data such as DNIS can be received.
One Genesys CallPath Enterprise Server, Genesys T-Server, or Genesys I-Server telephony service per voice response node can be configured. If a telephony service is configured, the voice response node will attempt to use it for call control and call information in preference to the base Blueworx Voice Response call control. The advanced Genesys API function RouteRequest is accessible using the VoiceXML object tag. refer to the Blueworx Voice Response for AIX: VoiceXML Programmer's Guide information.
Configuring Genesys Version 7.0 Framework and Blueworx Voice Response to work together is done slightly differently, compared with the configuration required for earlier versions of Genesys.
To configure Genesys Version 7.0 Framework and Blueworx Voice Response to work together:
- On the base Blueworx Voice Response system you must configure all the phone numbers connecting Blueworx Voice Response to the switch. (In Blueworx Voice Response for AIX , set the Channel Ids to the phone numbers.
- Ensure that the switch allows the Genesys server to monitor and control the Blueworx Voice Response lines. This may mean selecting a specific protocol for the connection from Blueworx Voice Response to the switch (for example, on the Lucent Definity, use FXS Loop Start). For details, consult the Genesys documentation.
- If you are using Genesys I-Server you must define each of these phone numbers in the Configuration Manager by creating a directory number (DN) for each in the Switch folder, as shown in Figure 3. (The host name and port number shown in this figure are for illustration purposes only.)
- If you are using Genesys T-Server you must define each of these phone numbers in the Configuration Manager by creating a directory number (DN) for each in the Switch folder, as shown in Figure 2. (The host name and port number shown in this figure are for illustration purposes only.)
- To define the telephony service to the voice response node,
create a TelephonyService configuration entry and add a TelephonyService keyword
to the NodeName configuration entry. Note: The TelephonyService secondary keywords Password and UserName, previously supported for Genesys T-Server TelephonyService configuration, are not required for I-Server TelephonyService configuration.
- Copy file IServer.dtd to directory/var/dirTalk/DTBE/native/aix from the directory C:\Program Files\GCTI\IVRIServer\TServer_IVR_720\ where Genesys Server was installed.
If for some reason a 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. Refer to Re-routing Genesys CTI call transfers through Blueworx Voice Response for more information on how to do this.
To configure earlier versions of Genesys and Blueworx Voice Response to work together:
- On the base Blueworx Voice Response system you must configure all the phone numbers connecting Blueworx Voice Response to the switch by setting the Channel Ids to the phone numbers.
- Ensure that the switch allows the Genesys server to monitor and control the Blueworx Voice Response lines. This may mean selecting a specific protocol for the connection from Blueworx Voice Response to the switch (for example, on the Lucent Definity, use FXS Loop Start). For details, consult the Genesys documentation.
- If you are using the CallPath Enterprise Server JTAPI daemon, you must specify each of these phone numbers in a user definition. To ensure that the voice response node can access the CallPath Enterprise Server for the telephone numbers it uses, while keeping resource usage to a minimum, create one user definition for each voice response node, as shown in Figure 1.
- If you are using Genesys T-Server you must define each of these phone numbers in the Configuration Manager by creating a directory number (DN) for each in the Switch folder, as shown in Figure 2. (The host name and port number shown in this figure are for illustration purposes only.)
- To define the telephony service to the voice response node, create a TelephonyService configuration entry and add a TelephonyService keyword to the NodeName configuration entry.
- To enable access to the current Genesys Java Classes you must
specify the two jar files ibmcpath.jar and cpphone.jar in
the NodeClassPath of the NodeName configuration entry in the configuration
file (see NodeName configuration entry). You obtain
copies of these jar files from Genesys when you purchase your server
software. For example, if you installed these jar files in /var/genesys,
then you would add the following line to the NodeName configuration
entry:
NodeClassPath=/var/genesys/ibmcpath.jar:/var/genesys/cpphone.jar
If for some reason a 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. Refer to Re-routing Genesys CTI call transfers through Blueworx Voice Response for more information on how to do this.
TelephonyService=anhingaTS ServerName=7600@seagull UserName=anhinga Password=redred ; TelephonyService=blackbirdTS ServerName=7600@seagull UserName=blackbird Password=yellow ; TelephonyService=cormorantTS ServerName=7600@seagull UserName=cormorant Password=blueit ; NodeName=anhinga VRNode=yes NodeDefLocale=en_US NodeDefAppName=welcome NumToApp=123456,pizzas Group=Pizzas NodeTelephonyService=anhingaTS ; NodeName=blackbird VRNode=yes NodeDefLocale=en_US NodeDefAppName=welcome NumToApp=123456,pizzas Group=Pizzas NodeTelephonyService=blackbirdTS ; NodeName=cormorant VRNode=yes NodeDefLocale=en_US NodeDefAppName=welcome NumToApp=123456,pizzas Group=Pizzas NodeTelephonyService=cormorantTS ;
