Genesys 8.1
Manuals and User Guides for Genesys 8.1. We found 16 manuals for free downloads Integration Guide, Planning Guide, Deployment Guide, User's Guide, Operations manual, Troubleshooting guide, Reference manual
Below you will find brief information for Voice Platform Solution 8.1. This guide provides an overview of the Voice Platform Solution (VPS), with an aim to integrating the various components that make up the solution—in other words, to get the components working together. The guide includes step-by-step instructions of the changes that need to be made to make the solution work, but not how to install or initially configure the individual components. For deployment information, consult the respective product Deployment Guides.
Key Features
Flexible CTI through SIP Server integration
Flexible CTI through IVR Server integration
Multiple methods for transferring calls between the self-service portion of the call to the assisted-service portion
Outbound calling through the Supplementary Services Gateway (SSG)
In CTI through IVR Server configurations, CTI Connector with IVR Server provides support for the following:
CCXML Conferencing
Speech Recognition
Text-To-Speech (TTS) technology
Real-Time Debugging
High Availability to ensure that services are not interrupted in the event of a failure or process restart
Pages: 242 Genesys 8.1 Integration Guide
Brand: Genesys Category: Software Size: 2 MB
Languages: English
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Frequently Answers and Questions
What is the Voice Platform Solution?
The Voice Platform Solution 8.1 combines voice self-service, agent-assisted service, and application management functions into a single, IP-based contact center solution.
What are the main components of the Voice Platform Solution?
The Voice Platform Solution 8.1 includes the following components: SIP Server, Media Control Platform (MCP), Call Control Platform (CCP), Resource Manager (RM), Supplementary Services Gateway (SSG), Voice Platform (GVP), Genesys Media Server, CTI Connector, Composer, and Management Layer.
How does the Voice Platform Solution work?
Using Voice over Internet Protocol (VoIP) technology, the VPS can process incoming IP calls and decide with a high degree of flexibility where and when in the call flow to launch voice self-service applications, and when to transfer calls to an available agent for customer assistance, using several available transfer methods.
Questions & Answers
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What is the purpose of get_gim_data?
get_gim_data is a utility included with Genesys Info Mart to extract Info Mart data for troubleshooting purposes. It was previously only available through Genesys Customer Care but is now included in the Genesys Info Mart IP.
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How can I implement conditional logic and branching in the routing designer?
Use objects like 'If', 'Switch to Strategy', or 'Call Subroutine' to create branches and implement conditional logic within a strategy. Looping can be achieved using conditional logic.
How can I use external services or custom functions within the routing designer?
Use the 'Function' object for pre-defined functions or create custom functions. Utilize the 'External Services' object to integrate with external APIs or services.
Can I use external scripting languages with the routing designer?
The routing designer may allow integration with external scripting languages via the 'External Services' object. You would create a separate service to process data using your chosen language.
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