From the Genesys GVP reference manual. IVR in front and Behind are logical concepts when dealing with SIP however it still matter on how you configure you application and how you setup your IP ports. With a SIP trunk, you're using an IVR in front model with with SIP extensions you are logically behind the switch. With a SIP trunk there are no agents or extensions.
[b]Ports[/b]
A port is defined as the capability to receive or send a discrete call. For example, a hardware platform supporting 23 simultaneous and discrete
conversations would require 23 ports.
The GVP architecture has universal ports, which deliver features such as
Automatic Speech Recognition (ASR), Text-to-Speech (TTS), and inbound
call processing.
GVP can simultaneously handle multiple calls for one or more voice
applications. In the IPCS/VCS, a set of physical ports is not dedicated to a particular voice application. A call received on any physical port can access
any configured voice application.
You can deploy the IPCS/VCS component of GVP in front of or behind the
switch. Each mode has Universal Port capability. Different approaches are
used in each configuration to identify the desired voice application.
[b]Behind-the-Switch Deployment[/b]
When the IPCS/VCS is deployed behind the switch, the enterprise switch is
configured with a unique Directory Number (DN) for each Digital Signal Zero
(DS0) from the enterprise switch that terminates on the IPCS/VCS. A DN is a
unique logical number associated with each port on the enterprise switch. The
Genesys Configuration Manager environment permits the association of an
IPCS/VCS port with a DN, with the help of an IVR Server application. Each
instance of IPCS/VCS must be registered manually as an IVR object under the
Resources > IVRs section, as described in Step 1 of “Configuring IVRs and
IVR Ports” on page 387. Each IPCS/VCS is configured with a corresponding
set of DNs.
Identifying the voice application in a behind-the-switch configuration also
requires the Genesys IVR Server. The IPCS/VCS registers itself with the
Genesys IVR Server at startup. Each IPCS/VCS universal port (IVR port) is
labeled with a unique IVR port number on each IPCS/VCS. The IVR Server
reads objects in Configuration Manager with the mapping of each IVR port to
its designated DN from the IVR.
When an incoming call arrives at the enterprise switch:
1. The call is presented to an available IVR port on the IPCS/VCS.
2. Simultaneously, the enterprise switch provides the IVR Server, through the
CTI Link, with the incoming call’s ANI and DNIS.
3. The IPCS/VCS contacts IVR Server and solicits caller information that is
associated with that unique IVR port number.
4. The IVR Server associates the number received from the IPCS/VCS with
an enterprise switch DN, and returns the associated information to the
IPCS/VCS.
[b]In-Front-of-the-Switch Deployment[/b]
When the IPCS/VCS is deployed in front of the switch, it receives the
incoming call’s ANI and DNIS directly from the Public Switched Telephone
Network (PSTN).
With an IVR-In-Front-of-the-Switch Configuration
Configuring DNs
1. Create a Switching Office object of the Virtual Switch for IVR-in-Front
type.
2. Create a Switch configuration object that represents your virtual switch,
and associate it with this Switching Office.
3. On the Switches tab of the virtual T-Server application, associate the
Switch with a virtual T-Server application that represents your IVR Server.
4. Under the Virtual Switch, configure DNs of the Voice Treatment Port
type. These DNs are “fake” DNs, because they are in a virtual switch, not a
real switch.
Configuring IVRs and IVR Ports
1. Create an IVR object of any type except Unknown:
a. The value of the IVR Name field is the IVR Client Name specified in the
IPCS/VCS configuration. Refer to the Genesys Voice Platform 7.5
Deployment Guide.
b. Specify a valid version of the IVR Server.
c. Use the Browse button to select the IVR Server application.
2. Under the IVR object, create IVR Port objects for all active IVR ports:
a. Use a two-digit format (such as 01) to specify a Port Number.
b. Browse for the Associated DN, which should be the Voice Treatment
Port DN you created in Step 4 of “Configuring DNs”.
