IC Integration feature

Type of feature

The Interaction Center (IC) Integration feature is an optional feature.

About the IC Integration feature

The IC Integration supports the integration of the Avaya IR system with computer telephony services provided by Avaya Interaction Center. Avaya Computer Telephony for IC supports the Avaya IR system, enabling the Avaya IR system to communicate with both the telephone caller and the computer system.

With IC Integration, you can develop IVR Designer applications that perform actions such as:

• Retrieve values stored in a database through Avaya Computer Telephony
• Set values in a database through Avaya Computer Telephony
• Raise Avaya Computer Telephony alarms
• Invoke a subset of the transactions defined by the Avaya Interaction Center Workflow Designer for your specific site

While the application is running, it has synchronous access to Avaya Computer Telephony for IC services. For example, an application can be directed to retrieve information from a database in response to a caller's request, and then read that information aloud to the customer by playing pre-recorded sound bites or messages.

An application on the Avaya IR system uses the Vesp_dip to access Avaya Computer Telephony services such as data retrieval and telephone call transfers. It enables the Avaya IR system to interact transparently with Avaya Computer Telephony for IC across the network.

The CTI DIP feature uses a CentreVu Computer Telephony (CVCT) server to control ports on a PBX or to interact with Siebel eBusiness applications that are located on a client connected to the server.

Software considerations

This feature uses the Interaction Center Vesp_dip package software (AVvespdip).

The following software is supported by the IC Integration feature:

• Interaction Center (IC) 6.1
• Interaction Center (IC) 6.1.3

Setup considerations

For the Avaya Interaction Center VOX Server to recognize the Avaya IR system, it must be appropriately configured. The configuration parameters for the VOX Server are described in the Avaya Interaction Center VOX Server Programmer's Guide. These configuration parameters are set using the IC Manager administrative tool, as described in the IC Administration Volume 1: Servers & Domains.

Using this feature

Use Interaction Center external functions in IVR Designer to develop applications that interact with Avaya Interaction Center.

Use the following guidelines to improve call handling between the Avaya IR and Interaction Center systems:

• For systems that use the NMS package:
  1. Add a very short (between 2 and 5 seconds in length) announcement to the very beginning of the application.
  2. Invoke the newcall function.
• For systems that do not use the NMS package:

  As soon as a call is accepted by the application through the Answer Call node, the application must immediately invoke the newcall function. If it does not, the call is not handled properly and subsequent calls could be affected.

• When a call ends, regardless of the reason, the application must immediately invoke the gone function of the DIP. If not, both that call and all subsequent calls on that line may be lost or otherwise improperly handled by the system. Do not handle new calls on that line until the gone function returns a response.

  Do not invoke the gone function more than one time within a call. Sending a second gone request within the same call causes a high priority alarm on the IC system.

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