Hi Stavros, We've done a deployment were we are sending data to an external IVR then that IVR is sending back the call to us with changed/additional data, we achieved this through custom APIs to write to an external database or system(CRM) I believe (I didn't develop it), when the call comes to us and we transfer to the external IVR we write the call data to the external database, then when the IVR receives the call it retrieves that information, makes whatever changes it needs to, then sends it back to us, we then retrieve the modified data.
Alternatively as advised by Vaun, you can use the UUI data in the Architect flow, you can use the variable Call.UUIData to retrieve the UUI Data, and use the action Set UUI Data to set it before transfer out.
Depending on what you're trying to achieve, if it's just for determining routing in your architect flow, you could also route the calls from that external IVR to your Architect flow via different DIDs depending on what they've chosen in that IVR, that way you can distinguish between the calls.
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Nathan Kaden
CALLSCAN AUSTRALIA PTY. LTD.
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Original Message:
Sent: 02-06-2021 18:10
From: Stavros Vossos
Subject: Genesys Cloud integration with an External IVR
Hi Vaun, thank you for the response. Thinking of sending from the external IVR to an Architect Contact flow as you suggest then triggering an action to get data from an external source. Not sure how difficult that is, just at a proof of concept stage. Can we use Genesys Data Actions from architect to get this data. ? or maybe consider using a lambda function of some sort.
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Stavros Vossos
Telstra Corporation Ltd
Original Message:
Sent: 02-06-2021 02:41
From: Vaun McCarthy
Subject: Genesys Cloud integration with an External IVR
Hi Stavros, I haven't done it myself but there's a number of threads around the use of UUI Data and a SIP trunk to pass the data through. So it probably depends how "external" the other IVR is. If it has to pass in through the PSTN/carrier then it may be difficult depending on your carrier and the other party. On the other hand if it's external to Genesys Cloud but internal to the same organisation/enterprise then it's probably somewhat easier.
That being said, when you say to present it to a Genesys Cloud agent, I'm guessing you'd be passing the call through an Architect flow first where it would have to extract that UUI Data. Then depending on how complex that flow is you might also want to consider seeing if you could send the caller from the other IVR higher in that external flow and see if your Architect flow could get the data you're trying to use itself?
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Vaun McCarthy
NTT New Zealand Limited
Original Message:
Sent: 02-05-2021 20:59
From: Stavros Vossos
Subject: Genesys Cloud integration with an External IVR
Wondering if anybody in the community has integrated Genesys Cloud with an external IVR. With the ability to get userdata from the external IVR to present to a Genesys Cloud Agent.
#ArchitectureandDesign
#Routing(ACD/IVR)
#SIP/VolP
#Telephony
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Stavros Vossos
Telstra Corporation Ltd
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