Configure internal extension for IVR in Genesys Cloud

Imagine that you need to setup an internal extension that will point to IVR flow.

The official documentation is not clear on this topic and it may seem that this is not supported.

I found a method that allows me to achieve it.

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Let's say that in your dialplan you want to have a range of internal extensions that will be used to send calls to different IVR flows.

For example: 6XXX.

Step 1.

Go to configuration of the Site where your user phones are.

Click Edit Site and open Number Plans page

Step 2.

Add a new Number Plan and configure it this way:

• Number Plan Name:  Internal  (or name it the way you like)
• Match Type: Regular Expression
• Match Expression: ^(6\d{3})$
• Normalized Number Expression: sip:$1@localhost
• Classification: Internal (or use default one Extension)
• to create a new classification - just type new name instead of selecting existing

Regular expression ^(6\d{3})$ - means a number that starts with 6 and has 3 digits after, so exactly what we need 6XXX.

Move it in the list so that it is somewhere at the top, let's say after Emergency but before Extension.

Step 3.

Now we will add new call route:

Example:

• Name: 6001 - this is your internal extension
• Regular routing - All Calls  --  TestFlow01   (name of your IVR flow)  

You can add additional routes the same way (for example 6002, 6003, etc...)

Step 4.

The last step - let's test it.

In dialpad enter 6001. You should hear your IVR flow.

*********

You might ask - how does it work?

Well, maybe it is documented somewhere (but I did not find it). But I found out that Genesys Cloud allows you to dial the following entities by name:

• Call Flow
• Call Route
• Queue

You can test it yourself.

In dialpad enter the name of your call flow or enter the name of any call route. Even if it contains characters Genesys Cloud will allow you to dial it. 

Exporting data from Interaction Administrator (Genesys PureConnect)

 Sometimes you need to export configuration data from Genesys PureConnect.

There are multiple ways to do that. Here are some of them:

1) use DSEditU utility (or directly use Regedit) on CIC server.

Most of the configuration items are stored in Windows Registry and can be viewed/exported using DSEditU.

After you export it you can parse it using scripts.

2) Using custom handlers.

There are several system tools available in Interaction Designer that allows you to export data

https://help.genesys.com/pureconnect/mergedProjects/wh_id/desktop/hid_system.htm

• Get DS Attr
• Get DS Attrs
• Get DS Keys
• Get DS Parameter

Directory Services (DS) is exactly the same Windows Registry where PureConnect CIC server keeps most of the configuration.

3) Use ICWS or ICE Lib API

https://help.genesys.com/developer/cic/docs/icws/webhelp/conceptualcontent/welcome.htm

https://help.genesys.com/developer/cic/docs/icelib/webhelp/index.html

Limitation: Both ICWS and ICE Lib API do not allow you to export Stations/Managed IP Phones information.

4) Custom tools/custom scripts

In the past, I created an article about 2 tools that were created by Genesys employees.

Both are using ICWS API and can help you with data export/bulk updates etc...

• https://github.com/GenesysPureConnect/cli - Command line tool that allows interacting with CIC
• https://github.com/gildas/posh-ic - Collection of PowerShell scripts to interact with CIC

Limitation: Both ICWS and ICE Lib API do not allow you to export Stations/Managed IP Phones information.

5) IA_Export script 

I developed my own PowerShell script that allows to export data from Interaction Administrator.

It uses WinAPI to grab data from SysListViews of Interaction Administrator.

You can download it from my GitHub:

https://github.com/contactcenterdude/pureconnect/blob/main/IA_Export/IA_Export.ps1

How to use it:

1. Download PowerShell script IA_Export.ps1

2. Download ManagedWinapi.dll from http://mwinapi.sourceforge.net/

3. Place ManagedWinapi.dll and the script in the same directory

4. Open PowerShell (x86)

5. Open Interaction Administrator and select one of the views that you want to export.

For example "Managed IP Phones"

6. Run the script 

.\IA_Export.ps1 "Managed IP Phones"

7. It will start exporting data to CSV file in the same directory where your PowerShell script is located.

• This script exports data exactly as you see it in Interaction Administrator. For example, if you applied a filter or sorted it - it will export only data that you see, exactly as you see it.
• Make sure that you run it in PowerShell (x86)
• Make sure that your Interaction Administrator is open and you selected the view that you want to export. Otherwise, it will not work.
• Full list of commands that you can use:
• .\IA_Export.ps1 "Managed IP Phones"
• .\IA_Export.ps1 "Stations"
• .\IA_Export.ps1 "Users"
• .\IA_Export.ps1 "Structured Parameters"
• .\IA_Export.ps1 "Roles"
• .\IA_Export.ps1 "Workgroups"
• .\IA_Export.ps1 "Schedules"
• .\IA_Export.ps1 "Queue Columns"
• .\IA_Export.ps1 "Client Buttons"
• .\IA_Export.ps1 "Tables"
• .\IA_Export.ps1 "Status Messages"
• .\IA_Export.ps1 "Web Services Parameters"
• .\IA_Export.ps1 "Licenses Allocation"