Genesys Framework.pdf

What is Genesys? Genesys is the leading provider of software contact centre solutions. Genesys contact centre solutions enable intelligent call routing to appropriate resources across all communication channels. The Genesys software architecture that utilises the CTI technology and is...

What is Genesys? Genesys is the leading provider of software contact centre solutions. Genesys contact centre solutions enable intelligent call routing to appropriate resources across all communication channels. The Genesys software architecture that utilises the CTI technology and is defined by Layers and Framework Applications concept. A Genesys solution is composed of the pre-requisite CTI framework (Configuration and Media Layer) which “CTI enables” the call centre. The Genesys framework may reside on either a UNIX or Windows based server infrastructure. Genesys components Communicate using the TCP/IP communications stack. Genesys Solutions Internet Network Contact Routing Outbound Enterprise Contact Routing Framework Workforce Expert Management Contact Universal Voice Workflow Portal Framework: A building block for all Genesys Solutions What is a Framework Genesys Framework is the building foundation of a solution and to this foundation you can add components to enhance the features to this foundation. Typically, a framework is a combination of software components that server the basic needs of software systems. Genesys Framework Functionality There are twelve key functions the Genesys framework provides: 1. Configuration 7. External Interfaces 2. Access Control 8. Attached Data Dist 3. Solution Control 9. Database Connectivity 4. Alarm Processing 10. Compilation of Stats 5. Trouble Shooting 11. Desktop Interfaces 6. Fault Management 12. Reporting The above functions are grouped together in functional groups known as layers. Collectively the layers make up the Genesys Framework Architecture. Framework Layered Architecture Configuration Layer - distributes configuration information to the entire Platform. Management Layer - manages logging of all server processes and allows management and monitoring of solutions. User Interaction Layer - provides a comprehensive user interface to configure, monitor, and control the management environment. Media Layer - provides software translation between the Platform and the various external network interfaces, such as telephone switches, IVRs, and corporate E-mail servers. Services Layer - calculates status and statistics. Configuration Layer: Architecture https://docs.genesys.com/Documentation/FR/latest/Dep/ConfLayer Management Layer: Architecture https://docs.genesys.com/Documentation/FR/latest/Dep/MgmtLayer User-Interaction Layer: Architecture https://docs.genesys.com/Documentation/FR/latest/Dep/UILayer Media Layer: Architecture https://docs.genesys.com/Documentation/FR/latest/Dep/MediaLayer Service Layer: Architecture https://docs.genesys.com/Documentation/FR/latest/Dep/ServLayer Framework Connections