Accept Inbound Call

The following configuration is required for voice scenarios:

Setting up Acceptance of an Inbound Call

In order for the Callback service to accept an inbound call, you must set up the inbound.scxml matching service through Configuration Manager (or Genesys Administrator). The steps shown below use Configuration Manager.

Note: The inbound.scxml file is included in your GMS installation.

Start

1. In Configuration Manager, create an enhanced script object (for example, GMSInbound).
2. On the Annex tab, configure the Application/url option as follows:
   • http://<gmshost>:<gmsport>/genesys/1/document/service_template/callback/src/inbound.scxml
3. On the Annex tab, configure the ApplicationParms section by adding the below options:
   • app_find_agent_timeout = <timeout in seconds when routing to agent>
   • app_selected_agent_group = <agent_group for GMS match fails>
   • treatment_for_no_match = <treatment_file prior to routing on GMS match fail>
   • require_access_code = <true/false>
   • require_ani = <true/false>
4. Configure a Route Point to use the enhanced routing object that you just created. To do this, on the Annex tab, configure the Orchestration/application option as follows:
   • script:GMSinbound

End

Setting up Acceptance of a Classic Inbound Call (GMS service is created after the call arrives)

Note: Introduced in GMS 8.5.003.

In a typical GMS scenario, a service is created first and then the call arrives/initiates. In a Classic call scenario, the arrival of the call results in the creation of a GMS service.

This Classic inbound service does the following:

1. Creates a GMS Callback (user originated) service.
2. Transfers the call to the GMS Callback service created in the preceding steps.

In order to create and accept an inbound call, you must set up a routing point to load the workflow through Configuration Manager (or Genesys Administrator). The steps shown below use Configuration Manager.

Note: The IPD_ClassicCallInbound_Entry.scxml file can be downloaded from the Classic Callback Sample page.

Start

1. Follow the steps to setup the classic callback sample: See: Running the Sample.
2. In Configuration Manager, create an enhanced script object (for example, GMSClassicInbound).
3. On the Annex tab, configure the Application/url option as follows:
   • http://<gmshost>:<gmsport>/ClassicCallbackSample/src-gen/IPD_ClassicCallInbound_Entry.scxml
4. On the Annex tab, configure the ApplicationParms section by adding the below options:
   • app_gms_offer_callback = <true/false, set to true for classic callback offer scenario>
   • app_gms_service_uri = http://<gmshost>:<gmsport>/genesys/1/service/<gms sample service name>
5. Configure a Route Point to use the enhanced routing object that you just created. To do this, on the Annex tab, configure the Orchestration/application option as follows:
   • script:GMSClassicInbound

End