Genesys CIM and URS

Trunks

Calls route to Interactive Voice Gateway (IVG) when URS issues a TRoute to a SIP server. The TRoute uses a Trunk defined in Genesys to target an IVG system.

Create a trunk for IVG in Configuration Manager using the following:

  • Select Switches > IVG Switches > server_SIP_Switch > DNs > Trunks.
  • Create the IVG trunk.

NOTE

The trunk number is added to the DNIS Number fields when provisioning IVG. Note this trunk number for later reference.

  • Configure the IVG Trunk properties.
    • Select the Annex tab and select TServer from the dropdown. and configure the following values:
Option nameOption valueDescription
contactsip:IPAddress
  • The contact URI that SIP Server uses for communication.
  • IPAddress is the IP address of the IVG VM.
prefixIVG
  • Prefix string the SIP Server matches to determine whether this trunk should be used for inbound IVG calls.
  • This is the same value as in the routing strategy IVG block.
replace-prefixNAThe prefix that replaces the prefix in the DN. VHT engineers recommend leaving this value blank so inbound IVG calls are correctly routed.
  • Configure the SIP Server application(s):

a. Open the SIP Server application and Select the Annex tab (Option in Genesys Administrator), select the TServer section, and configure the following value:

Option nameOption valueDescription
userdata-map-trans-prefixX-Genesys-Identifies custom headers in the SIP request.

Route points (Incoming DN)

A routing point routes IVG interactions to the IVG VM.

To create a routing point in Configuration Manager:

  • Select Switches > IVG Switches > server_SIP_Switch > DNs > Route Points.
  • Create your IVG route point.
  • Configure the IVG route point properties.
    • Select the Annex tab and click URS.

Additional settings

If a route timeout occurs, configure the following:

  • Select Applications > URS.
  • Click the Options tab and select default.
  • Enter 500 for the route_consult_call setting.

Routing Strategy

Use the following guidelines when creating a routing strategy using single or multiple Interactive Voice Gateways (IVGs). Edit the sample strategies provided by the VHT Callback® application. Ensure the SIP switches are added to the URS Routing Server in Interaction Routing Designer (IRD) with the Route Point as a prefix in the name.

Example:

Routing Server: 45000_IVGServer_SIP_Switch

Strategy: IVGServer_IVG_VIS_45500

Perform the following:

  • Add VH_RoutePoint as a variable.
  • Add Cat[Cat['sip:',Dest[]],'@IPAddress']as a function for that variable
    • Dest = route point
    • IPAddress = SIP server IP address
  • Create a new function block for IVG after the Offer Result block with the following properties:
    • Select the TRoute function and populate the Destination Paramater with a value in the form of IVG<number> , where number is the number that is presented to IVG as the DNIS. Location should be the name of the Switch that the Trunk DN is configured under, and Route Type should be RouteTypeUnknown.
    • Click Add and then Verify to validate the expression.

TIP

The numbers used here in TRoute are the same and must match the trunk number.

Callback settings

The Incoming Extensions table and Holding Queues table in the VHT_Config database must have the extensions listed for each IVG SIP Server Switch.

The Country Code table must be configured for each different country code. Ensure a DialSuffix is with the SIP Server IP address.

Registry

The VHT Callback CheckUserDataforCallID setting must be configured to TRUE in the Windows registry.