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Questions and Answers
What is Genesys?
Genesys is the leading provider of software contact center solutions.
What technology does Genesys contact center solutions utilize?
CTI technology.
A Genesys solution is composed of the pre-requisite ______ framework.
CTI
Which of the following is NOT a layer in the Genesys framework architecture?
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What is the primary function of the Configuration Layer?
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The Genesys framework resides solely on UNIX-based servers.
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The ______ Layer provides software translation between the Platform and various external network interfaces.
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Match the following functions to their descriptions:
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Study Notes
Genesys Overview
- Genesys is a leading provider of contact center software solutions.
- It offers intelligent call routing capabilities to distribute calls across various communication channels.
Genesys Architecture
- Genesys uses a software architecture built upon CTI (Computer Telephony Integration) technology and follows a layered approach.
- The foundation involves a CTI framework, comprising configuration and media layers, which enables call center functionality.
- Genesys framework operates on both UNIX and Windows server infrastructures.
- Genesys components communicate using the TCP/IP protocol.
Genesys Framework
- Genesys Framework serves as the foundation of all Genesys solutions.
- It allows for the addition of components to customize features.
- The framework is comprised of software components that provide basic functionalities for software systems.
Genesys Framework Functionality
- The Genesys framework consists of twelve key functionalities grouped into layers:
- Configuration: Distributes configuration information across the platform.
- Access Control: Manages access permissions for users.
- Solution Control: Provides centralized control over solutions.
- Alarm Processing: Handles system alerts and notifications.
- Troubleshooting: Facilitates problem identification and resolution.
- Fault Management: Manages system errors and failures.
- External Interfaces: Connects to external systems, such as phone switches, IVRs, and email servers.
- Attached Data Distribution: Distributes data to relevant components.
- Database Connectivity: Enables interaction with databases.
- Compilation of Statistics: Collects and compiles performance metrics.
- Desktop Interfaces: Provides interactive user interfaces.
- Reporting: Generates reports based on collected data.
Genesys Framework Layered Architecture
- Configuration Layer: Distributes configuration data across the entire platform.
- Management Layer: Manages logging of server processes and allows monitoring and management of solutions.
- User-Interaction Layer: Provides a comprehensive user interface for configuring, monitoring, and controlling the environment.
- Media Layer: Facilitates software translation between the platform and external network interfaces, such as phone switches, IVRs, and corporate email servers.
- Service Layer: Processes status and statistics.
Framework Connections
- The text mentions a need for further information on framework connections, prompting a need for additional research.
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Description
This quiz covers the fundamental aspects of Genesys, a prominent provider of contact center software solutions. It delves into the architecture, framework, and functionalities of Genesys systems, highlighting key components and technologies employed. Test your knowledge on how Genesys enhances call center operations through intelligent routing and customization.
