Omnigenesys Ccivr Connector Programming Guide

OmniGenesys CCIvr
Connector
Programming Guide
Alcatel-Lucent Enterprise Services

All Rights Reserved © Alcatel-Lucent 2011
OmniGenesys CCIvr Connector
Table of contents
1 Introduction ....................................................................................... 4
1.1 Contact ............................................................................................... 4
1.2 Overview ............................................................................................. 4
1.3 Pre-requisites and Restrictions .................................................................. 4
2 Port Declaration in Genesys .................................................................... 4
3 Method Specifications ........................................................................... 4
4 Other Methods..................................................................................... 7
5 Examples ........................................................................................... 7
5.1 Example Directory .................................................................................. 7
5.2 Example Scenario: Receiving Calls .............................................................. 7
6 Log Files .......................................................................................... 12
Legal notice
Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo, are trademarks of Alcatel-Lucent. All
other trademarks are the property of their respective owners.
This document is for informational purpose only. Alcatel-Lucent assumes no responsibility for the
accuracy of the information presented, which is subject to change without notice.
Copyright © 2010 Alcatel-Lucent. All rights reserved.
Alcatel-Lucent Enterprise Services Page 2/14

All Rights Reserved © Alcatel-Lucent 2011 IC956100609-1 ED02
HISTORICAL
REF DATE CREATOR MODIFICATIONS
IC956100609-1 ED01 2010-06-09 Imane Chaouki Creation new template.
IC956100609-1 ED02 2011-04-22 Laurent QUINQUIS Update.

1 Introduction
1.1 Contact
Alcatel Professional Services

mailto: professional.services@alcatel-lucent.com
1.2 Overview
The OmniGenesys CCIvr Connector interfaces between a CCIvr and one Genesys T-Servers.
1.3 Pre-requisites and Restrictions
• CCIvr, release 6.0 or above
• OmniGenesys, release 8.0 or above
• OmniGenesys CCIvr Connector, release 9.0 or above (see the OmniGenesys CCIvr
Connector Installation guide)
2 Port Declaration in Genesys
In Genesys Framework Configuration Manager, CCIvr ports must be declared as follows:

• Type : “Voice Treatment Port”
• Switch-specific type: 8
• Register: true
3 Method Specifications
The COM methods which interface between the CCIvr and the OmniGenesys Tserver in the COM Call
building blocks are specified as follows:
RegMe
Goal: Device registration (mandatory and first step)

In Parameter:
• MyExtension: type string
Output Parameter: N/A

GetReg
Goal: Get the extension number.

In Parameter: N/A
Output Parameter:
• MyExtension: type string
AttachMultipleKeyValuePair
Goal: Attach user data to the T-Server that is related the call
Input Parameters:
• KeyValue: type string
• Separator: type string

Notes: the KeyValue parameter could be composed by one or more “key / value” pair like :
key1;value1;key2;value2;
DeleteAllUserData
Goal: Delete all user data attached to the current call

Input Parameter: N/A
DeleteUserData
Goal: Delete a specific user data, determined by the key

Input Parameter:
• Key: type string
GetAllKeyValuePairs
Goal: Get all user data attached to the current call

Input Parameter:
• Separator: type string
Output Parameter:
• Pairs: type string
Notes: the return value is a composed by all pairs “key / value” like key1;value1;key2;value2;
GetSimpleValueFromKey
Goal: Return the value associated to the specified key, from the user data
Input Parameter:
• Key: type string
Output Parameter:
• Value: type string
SendUserDataAndEvent
Goal: Send user Data by key/value pair.

Input Parameter:
• TheDn: type string
• TheKVPairs : type string
• TheSeparator : type string
Output Parameter:
SendUserDataAndWait
Goal: Send user Data by key/value pair and wait for the response.
Input Parameter:
• TheDn: type string
• TheKVPairs : type string
• TheSeparator : type string

• timeout : type integer
Output Parameter:
WaitForNewEventUserEvent
Goal: Waiting for a new event EventUserEvent

Input Parameter:
• timeout : type integer
4 Other Methods
Some functions are not implemented or make the same function like an other one.
For ascendant compatible version, these functions doesn't disappeared but now there are not
implemented or make the same work than an other one...
5 Examples
5.1 Example Directory
Application examples are provided to facilitate application operation.
They are available in the installation directory: \Samples
5.2 Example Scenario: Receiving Calls

This script can be attached to a CCIVR port.
ReceiveCallSample script:
• [A:2] – Building Block (BB) ReceivePhoneCall
• [B:2] – BB CallCOM Component: Register
• [C:2] – BB Calculation
• [D:2] – BB CallCOM Component: AttachData
• [E:2] – BB CallCOMComponent: GetSimpleValueFromKey

• [F:2] – BB StopPhoneCall
CCIvr Scenario for Receiving Calls Example
To call CCIvr Connector components:

1. Browse the COM component drop down list to the GenIvr_Sce (.Net Version) CCIvr to
Genesys COM Server.
[B:2] is the BB associated to the Register action

2. Double-click the BB to display the CallCOM components browser

[B;2] Call COM Buildigng Block – Call the Method RegMe() to Register
The method relating to Register is RegMe. You must enter a parameter, in this example the
monitored used device.
In this example, we’re using the number of the caller device.

[D;2] Call COM Building Block – Call Method AttachMultipleKeyValuePair()xnview
The dispatch pointer is the current pointer towards the COM object, obtained from the Register BB.
In this example, the attached data is: key1;value1;key2. To attach this data, create a variable
(type string) in which the Calculation BB result is stored. A temporary variable value (type string) is
used and contains the following string : key1;value1;key2;

Calculation Building Block: Get Current Time and Concatenate with the Last Building Block Result
Value
Final step: again, the dispatch pointer is the current pointer towards the COM object, obtained
from Register BB.

[E;2] Building Block: Call the Method GetSimpleValueFromKey()
Attach the ReceiveCallSample script to several ports in the Configuration Panel (Launched from the
CCIvr Login Panel).
6 Log Files
Calling the IVR port in the log file (by default, log files are in the installation directory) of the CCIvr
Connector application provides a log as follows:
[2006-03-13 16:00:12,875] [8652] DEBUG - 31616::Context_Register:: New context activation .....
[2006-03-13 16:00:12,875] [8652] DEBUG - 31616:: EventNewClient, Nbev=4
[2006-03-13 16:00:12,875] [8652] DEBUG - 31616::CDn_SetComplexAction:: Set complex action:
AttachSimpleKeyValuePair, data= key1;value1;key2;16:00:12
[2006-03-13 16:00:12,875] [8652] DEBUG - 31616:: EventNewCmpxAction, Nbev=5
[2006-03-13 16:00:12,875] [8652] DEBUG - 31616::SetCmpxAction::new action AttachSimpleKeyValuePair
[2006-03-13 16:00:12,890] [8572] DEBUG - 31616 :: 31616::CmpxAction:: NewAction is:
itlibAttachSimpleKeyValuePair
[2006-03-13 16:00:12,890] [8572] DEBUG - 31616:: CDn_LookForOneSig:: Event significatif : EventEstablished
[2006-03-13 16:00:12,890] [8572] DEBUG - 31616:: =======>Go for Action : itlibAttachSimpleKeyValuePair

[2006-03-13 16:00:12,906] [4128] DEBUG - 31616::Ctrl:: AttachSKV, ConnID=006c0150edc8ab8d, userData=

key1;value1;key2;16:00:12
[2006-03-13 16:00:12,937] [8872] DEBUG - 31616:: EventAttachedDataChanged, Nbev=6
[2006-03-13 16:00:12,953] [8572] DEBUG - 31616:: CDn_LookForOneSig:: Event significatif :
EventAttachedDataChanged
[2006-03-13 16:00:12,953] [8572] DEBUG - 31616:: ===>Complete for Action True:
itlibAttachSimpleKeyValuePair
[2006-03-13 16:00:12,968] [8652] DEBUG – 31616::Context_AttachSimpleKeyValuePair:: >>>>Action Finished
!
[2006-03-13 16:00:12,968] [8652] DEBUG - 31616---------THIS IS THE END ---------
[2007-12-13 16:00:12,968] [8652] DEBUG - 31616::CDn_SetComplexAction:: Set complex action:
GetSimpleValueFromKey, data= key2
[2007-12-13 16:00:12,968] [8652] DEBUG - 31616:: EventNewCmpxAction, Nbev=7
[2007-12-13 16:00:13,000] [8572] DEBUG - 31616 :: 31616::CmpxAction:: NewAction is:
GetSimpleValueFromKey
[2007-12-13 16:00:13,000] [8572] DEBUG - 31616:: CDn_LookForOneSig:: Event significatif :
EventAttachedDataChanged
[2007-12-13 16:00:13,000] [8572] DEBUG - 31616:: =======>Go for Action : GetSimpleValueFromKey
[2007-12-13 16:00:13,015] [8652] DEBUG - =======> GETSIMPLEVALUEFROMKEY = 16:00:12
[2007-12-13 16:00:13,015] [8652] DEBUG – 31616::Context_GetSimpleValueFromKey:: >>>> Action Finished !
[2006-03-13 16:00:13,015] [8652] DEBUG - 31616-------THIS IS THE END -----------
In the TServer logs:

16:00:12.859 Trc 04541 RequestAttachUserData received from 156 (0035 OmniGenesys – CCIvr Connector)
message RequestAttachUserData
AttributeThisDN '31616'
AttributeConnID 006c0150edc8f99d
AttributeUserData [34] 00 02 00 00..
'key1' 'value1'
'key2' '16:00:52'
AttributeReferenceID 6808
16:00:12.859 Int 04543 Interaction message "RequestAttachUserData" received from 156 ("OmniGenesys –
CCIvr Connector")

End of Document
www.alcatel-lucent.com/enterprise/services
Mail: professional.services@alcatel-lucent.com


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OmniGenesys CCIvr

Alcatel-Lucent Enterprise Services

Copyright © 2010 Alcatel-Lucent. All rights reserved.

Alcatel-Lucent Enterprise Services Page 2/14

REF DATE CREATOR MODIFICATIONS

IC956100609-1 ED01 2010-06-09 Imane Chaouki Creation new template.

IC956100609-1 ED02 2011-04-22 Laurent QUINQUIS Update.

Alcatel-Lucent Enterprise Services Page 3/14

Alcatel Professional Services

1.3 Pre-requisites and Restrictions

• CCIvr, release 6.0 or above

• OmniGenesys, release 8.0 or above

2 Port Declaration in Genesys

In Genesys Framework Configuration Manager, CCIvr ports must be declared as follows:

Goal: Device registration (mandatory and first step)

Output Parameter: N/A

Alcatel-Lucent Enterprise Services Page 4/14

Goal: Get the extension number.

• Separator: type string

Output Parameter: N/A

Goal: Delete all user data attached to the current call

Goal: Delete a specific user data, determined by the key

Output Parameter: N/A

Goal: Get all user data attached to the current call

Alcatel-Lucent Enterprise Services Page 5/14

Goal: Send user Data by key/value pair.

• TheKVPairs : type string

• TheSeparator : type string

• TheKVPairs : type string

• TheSeparator : type string

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• timeout : type integer

Goal: Waiting for a new event EventUserEvent

Output Parameter: N/A

5.2 Example Scenario: Receiving Calls

• [B:2] – BB CallCOM Component: Register

• [D:2] – BB CallCOM Component: AttachData

• [E:2] – BB CallCOMComponent: GetSimpleValueFromKey

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CCIvr Scenario for Receiving Calls Example

To call CCIvr Connector components:

[B:2] is the BB associated to the Register action

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[D;2] Call COM Building Block – Call Method AttachMultipleKeyValuePair()xnview

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[E;2] Building Block: Call the Method GetSimpleValueFromKey()

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[2006-03-13 16:00:12,906] [4128] DEBUG - 31616::Ctrl:: AttachSKV, ConnID=006c0150edc8ab8d, userData=

In the TServer logs:

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