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  • 1.  Routing from one SIP system directly into Genesys

    Posted 01-25-2024 08:44
    No replies, thread closed.

    Ive looked through some of the threads for directly routing into Genesys and the closest thing I have seen is Beta Direct Routing which hasnt been released. I am pretty new to the Genesys environment so I apologize if terminology or understanding is subpar.

    I currently reside with a SIP based Avaya Aura system for our base phone system and will continue to do so. We have migrated a majority of our call centers to BYOC Genesys. I have vectors in Avaya that I will need to send one of the options directly to the queue in Genesys, bypassing the menu options because the customer would have no idea how to navigate this. 

    Via Avaya I would have a CDN tagged by whatever unique name mattered and dumped that into the application/skillset so that agents would be handed calls for "Unique Named CDN" but not having to sit through the regular call center menu. These are done by departments within our business who will never be a call center or migrated into Genesys, essentially the call center manages all of the normal mundane information for the department so they can focus on handling more specialized situations. 

    With all of that long winded explanation, what is a way that I can route TOO Genesys from our PBX and bypass the call center menu and directly present an interaction to agents that is still a reportable item IE (We took 37 calls this month for "Special Named Group")

    Thanks

    Keith


    #ArchitectureandDesign
    #PlatformAdministration
    #Routing(ACD/IVR)
    #SIP/VolP
    #SystemAdministration
    #Telephony
    #Unsure/Other


  • 2.  RE: Routing from one SIP system directly into Genesys
    Best Answer

    Posted 01-26-2024 08:06
    No replies, thread closed.

    From the description it sounds like calls are going to the Avaya, some initial triage is happening there and then you just want to send it to a queue in Genesys, correct? It also sounds like you have all the basic connectivity in place, e.g. SIP trunk from Avaya to Genesys and using BYOC-Cloud. 

    When a call arrives at Genesys you define the treatment that is provided. You don't need to have a Architect flow that offers the caller options. You could simply set the queue and parameters and queues the call for delivery. 



    ------------------------------
    Donald Huovinen
    Genesys - Employees
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  • 3.  RE: Routing from one SIP system directly into Genesys

    Posted 01-26-2024 12:48
    No replies, thread closed.

    Don's reply is spot on, a BYOC Cloud SIP trunk is exactly how to go.  You can even pass data via the SIP UUI Header (https://help.mypurecloud.com/articles/about-user-to-user-information-uui/) or via just about any SIP header you'd like to use (https://help.mypurecloud.com/articles/get-sip-headers-action/).

    This article might also be of use: https://developer.genesys.cloud/blog/2021-09-03-transferring-calls-to-external-using-byoc/.  It is about transferring the call out of Genesys over a SIP trunk, handling it in a 3rd party SIP Server, and then transferring it back.  However, the use case isn't all that different and you'll likely be able to use a lot of what is talked about in that article to setup your SIP Trunk, use UUI data to pass data from Avaya to Genesys, and then throw the call directly into a queue.



    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------

    Original Message


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