Receive CTI data from PBX transfer using Genesys CTI

[ahamax]

Hi,
I have a customer who wants to initiate a transfer from their PBX to a hosted IVR system on PlumVoice. As part of the transfer they want to deliver relevant data using Genesys CTI. Is there a way for PlumVoice to receive this data and make it available to my vXML scripts as variables?

thanks,
Max

[ahamax]

I have a bit more clarification on my original post:

I have a customer who would like to integrate their call center with our audio service by transferring customer calls and passing along some data.

Capacity: how many simultaneous calls can be supported by the 800 number associated with the account?
Handling call data transferred as part of the call transfer from the partner’s PBX: We would like to understand if either of these transfer options is supported:

Option 1: CTI to CTI IVR Transfer:
Send transfer call via CTI using Genesys IServer
Pass all attached call data and treat remote vendor as IVR Port off of customer’s CTI
Requires remote vendor to have Genesys CTI (v7.2+) and instance of Genesys IServer (v7.0+)

Option 2: SIP Call Transfer:
Send transfer call via SIP
Attach data (attached call data, custom header, MIME)
Requires remote vendor to have an inbound switch capable of being a SIP endpoint (receive a SIP call) and accepting / deciphering attached data

Thanks.

[support]

Hi ahamax,

Sorry, but we wouldn't be able to implement option #1 as we don't have Genesys CTI or an instance of Genesys IServer nor would we be able to implement option #2 as we currently don't allow for inbound SIP calls or expose those SIP details at the VoiceXML level.

To deliver data using the CTI, you will need to pass a unique ID from your PBX to the IVR system. From this unique ID, you can use your VoiceXML script to go back to the application server, which can then in turn ask the CTI system about the unique ID requesting any relevant data about that specific caller.

Here are two ways on how you pass this unique ID:

1) When the PBX sends the call to Plum, the ANI gets overridden with a unique string of digits. When the IVR platform answers the call, it provides the ANI to the VoiceXML script.
2) When the PBX sends the call to Plum and waits for the call to be answered, you can write a VoiceXML script for the IVR platform that immediately listens for DTMF digits. The PBX then plays the unique ID as a series of DTMF tones for the IVR platform to capture them and you have that unique ID as a VoiceXML variable.

Hope this helps.

Regards,
Plum Support