a_46ge_ref

Genesys Express 4.6

Reference Manual

The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc.Copyright © 2003–2008 Genesys Telecommunications Laboratories, Inc. All rights reserved.

About GenesysGenesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel-Lucent, is 100% focused on software for call centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations, and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail, and Web channels ensure that customers are quickly connected to the best available resource—the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information.Each product has its own documentation for online viewing at the Genesys Technical Support website or on the Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales representative.

NoticeAlthough reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors. Changes and/or corrections to the information contained in this document may be incorporated in future versions.

Your Responsibility for Your System’s SecurityYou are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility. Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products.

TrademarksGenesys, the Genesys logo, and T-Server are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other trademarks and trade names referred to in this document are the property of other companies. The Crystal monospace font is used by permission of Software Renovation Corporation, www.SoftwareRenovation.com.

Technical Support from VARsIf you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support.

Technical Support from GenesysIf you have purchased support directly from Genesys, please contact Genesys Technical Support at the following regional numbers:

Prior to contacting technical support, please refer to the Genesys Technical Support Guide for complete contact information and procedures.

Ordering and Licensing InformationComplete information on ordering and licensing Genesys products can be found in the Genesys 7 Licensing Guide.

Released byGenesys Telecommunications Laboratories, Inc. www.genesyslab.comDocument Version: 46ge_ref_09-2008_v4.6.001.00

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Reference Manual 3

Table of ContentsPreface ................................................................................................................... 5

Intended Audience..................................................................................... 6Chapter Summaries................................................................................... 6Document Conventions ............................................................................. 7Related Resources .................................................................................... 9Making Comments on This Document .................................................... 10

Chapter 1 Genesys Express and Related Components ..................................... 11

Software Components ............................................................................. 11Genesys Express Standard Components ........................................... 12Third-Party Software Components...................................................... 15Optional Software Components .......................................................... 17

Support for Genesys Express.................................................................. 19Help Desk ........................................................................................... 20

Chapter 2 Bundled Products................................................................................. 21

Genesys Integrated Products .................................................................. 21Framework 7.6......................................................................................... 22

Layers ................................................................................................. 22Documentation.................................................................................... 23

Universal Routing 7.6 .............................................................................. 24Universal Routing Documentation ...................................................... 25

Voice Treatment Option 7........................................................................ 25Components ....................................................................................... 26VTO Demo Mode................................................................................ 26VTO Documentation ........................................................................... 27

IVR Interface Option 7.5 .......................................................................... 28IVR Interface Option Documentation .................................................. 29

Multimedia 7.6 ......................................................................................... 29Express Voice ..................................................................................... 29Express Multimedia ............................................................................ 29Multimedia Documentation ................................................................. 30

Reporting ................................................................................................. 30CCPulse+ 7.5 ..................................................................................... 31Reporting Documentation ................................................................... 33

Table of Contents

4 Genesys Express 4.6

Call Concentrator 7.................................................................................. 34Call Concentrator Documentation....................................................... 34

Outbound Contact 7.6 ............................................................................. 34Outbound Contact Documentation...................................................... 36

Genesys Desktop 7.6 .............................................................................. 36Genesys Desktop Documentation ...................................................... 36

Chapter 3 Solutions and Applications ................................................................. 37

Management Layer.................................................................................. 37Management Layer Functions ............................................................ 38

Windows Services and Startup................................................................ 38Solution Control Interface ........................................................................ 39

SCI Menus .......................................................................................... 40Simulation and Production Solutions....................................................... 42

Solution Applications and Startup Priority ........................................... 42Genesys Components and Processes .................................................... 44

Framework Components..................................................................... 44Test Simulator (Switch Simulator) ....................................................... 50Universal Routing Components .......................................................... 52VTO Components ............................................................................... 56IVR Link Components ......................................................................... 59MCR Components .............................................................................. 60Reporting Components ....................................................................... 62

Genesys Desktop .................................................................................... 68Delivery Server ........................................................................................ 68Databases ............................................................................................... 69

Viewing Tables .................................................................................... 70List of Databases ................................................................................ 71

Configuration Objects .............................................................................. 72Environment Folder ............................................................................ 72Resources Folder ............................................................................... 75

Index ................................................................................................................. 81

Reference Manual 5

PrefaceWelcome to the Genesys Express 4.6 Reference Manual. This document provides you with information on the solutions and applications that are a part of Genesys Express 4.6.This document is valid only for the 4.6 release(s) of this product.

Note: For versions of this document created for other releases of this product, please visit the Genesys Technical Support website, or request the Documentation Library DVD, which you can order by e-mail from Genesys Order Management at [email protected].

This preface contains these sections:Intended Audience, page 6Chapter Summaries, page 6Document Conventions, page 7Related Resources, page 9Making Comments on This Document, page 10

Express CTI, Express Voice, and Express Multimedia belong to the Genesys Express family of ready-to-run, contact center solutions, which offer the flexibility of a tiered packaging system. The family includes the following suites:• Express CTI—This suite includes basic components to start CTI activity.• Express Voice—This suite supports voice-processing functionality for

contact centers.• Express Multimedia—This suite supports voice-processing and advanced

e-mail functionality.



Preface Intended Audience

Intended AudienceThis document is primarily intended for:• Genesys customers who have purchased Genesys Express and want to

become familiar with the delivered solution before customizing it.• System integrators (SIs), deploying Genesys Express at customer sites,

who have completed the Certified Genesys Engineer (CGE) program at Genesys University.

• Other potential readers include value-added resellers (VARs), those using Genesys Express for contact center pilot projects, and large enterprise customers where the solution will be used on a divisional or departmental basis.

This document assumes that you have a basic understanding of:• Computer-telephony integration concepts, processes, terminology, and

applications.• Network design and operation.• Your own network configurations

Chapter SummariesIn addition to this preface, this document contains the following chapters:• Chapter 1, “Genesys Express and Related Components,” on page 11, lists

the Genesys software components included with Genesys Express, software components unique to Genesys Express, third-party software components, and switches supported. It also describes the procedure for getting technical support.

• Chapter 2, “Bundled Products,” on page 21, summarizes each Genesys product included with Genesys Express and lists documentation available on the DVD.

• Chapter 3, “Solutions and Applications,” on page 37, describes the preconfigured Genesys products included with the solution. It also contains a high-level overview of the GUI to the Genesys products, the Solution Control Interface.

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Preface Document Conventions

Document ConventionsThis document uses certain stylistic and typographical conventions—introduced here—that serve as shorthands for particular kinds of information.

Document Version Number

A version number appears at the bottom of the inside front cover of this document. Version numbers change as new information is added to this document. Here is a sample version number:

46ge_dep_09-2008_v4.6.001.00

You will need this number when you are talking with Genesys Technical Support about this product.

Type Styles

Italic

In this document, italic is used for emphasis, for documents’ titles, for definitions of (or first references to) unfamiliar terms, and for mathematical variables.

Examples: • Please consult the Genesys 7 Migration Guide for more information.• A customary and usual practice is one that is widely accepted and used

within a particular industry or profession.• Do not use this value for this option.• The formula, x +1 = 7 where x stands for . . .

Monospace Font

A monospace font, which looks like teletype or typewriter text, is used for all programming identifiers and GUI elements. This convention includes the names of directories, files, folders, configuration objects, paths, scripts, dialog boxes, options, fields, text and list boxes, operational modes, all buttons (including radio buttons), check boxes, commands, tabs, CTI events, and error messages; the values of options; logical arguments and command syntax; and code samples.

Examples: • Select the Show variables on screen check box.• Click the Summation button.• In the Properties dialog box, enter the value for the host server in your

environment.• In the Operand text box, enter your formula.• Click OK to exit the Properties dialog box.


Preface Document Conventions

• The following table presents the complete set of error messages T-Server® distributes in EventError events.

• If you select true for the inbound-bsns-calls option, all established inbound calls on a local agent are considered business calls.

Monospace is also used for any text that users must manually enter during a configuration or installation procedure, or on a command line:

Example: • Enter exit on the command line.

Screen Captures Used in This Document

Screen captures from the product GUI (graphical user interface), as used in this document, may sometimes contain a minor spelling, capitalization, or grammatical error. The text accompanying and explaining the screen captures corrects such errors except when such a correction would prevent you from installing, configuring, or successfully using the product. For example, if the name of an option contains a usage error, the name would be presented exactly as it appears in the product GUI; the error would not be corrected in any accompanying text.

Square Brackets

Square brackets indicate that a particular parameter or value is optional within a logical argument, a command, or some programming syntax. That is, the parameter’s or value’s presence is not required to resolve the argument, command, or block of code. The user decides whether to include this optional information. Here is a sample:smcp_server -host [/flags]

Angle Brackets

Angle brackets indicate a placeholder for a value that the user must specify. This might be a DN or port number specific to your enterprise. Here is a sample:smcp_server -host <confighost>

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Preface Related Resources

Related ResourcesConsult these additional resources as necessary:• Genesys Express 4.6 User’s Guide. Written for agents, supervisors and

system administrators, this guide contains step-by-step instructions for performing common contact center tasks. It also includes instructions for installing Genesys Desktop SIP Endpoint if an agent is working in an environment that uses SIP Server to handle interactions.

• Genesys Express 4.6 Deployment Guide. Written for those people installing Genesys Express from CD on a target server, this guide includes product requirements and deployment instructions. This guide also describes how to install CCPulse+ on supervisor workstations throughout the customer’s local area network (LAN).

• Genesys Express 4.6 Standard Model Environment User’s Guide. Written for supervisors and system administrators, this guide includes instructions on how to install the Standard Model Environment (SME), and demonstrate the Simulation solution. It also includes reference information about the SME and CCPulse+ real-time views and historical views.

• IVR Interface Option 7.5 IVR Server System Administrator’s Guide. This guide describes how to configure, install, and use IVR Server.

• Genesys Voice Platform 7.6 Deployment Guide. This guide provides detailed installation and configuration instructions for Genesys Voice Platform (GVP) and associated third-party software. Additional information regarding Windows setup and third-party software is also provided.

• Genesys Outbound Contact 7.6 Deployment Guide. This guide contains configuration and installation instructions for the Outbound Contact Server.

• Framework 7.6 SIP Server Deployment Guide. This guide contains deployment, configuration and installation instructions for SIP Server.

• Genesys Call Concentrator 7 Deployment Guide. This guide contains configuration and installation instructions for Call Concentrator.

• Framework, Enterprise Routing, Voice Treatment Option, and Reporting documentation as listed in Chapter 2 on page 21.

• Genesys Technical Publications Glossary. This ships on the Genesys Documentation Library DVD and which provides a comprehensive list of the Genesys and CTI terminology and acronyms used in this document.

• Genesys 7 Migration Guide. After using Genesys Express, you may want to move out of the Express environment into a broader range of Genesys software. Genesys has a documented migration strategy for each software release (for example, Framework, Enterprise Routing, Reporting, and so on). Please refer to the applicable portion of the Genesys Migration Guide, or contact Genesys Technical Support for additional information.


Preface Making Comments on This Document

• Release Notes and Product Advisories for this product and other associated products, which are available on the Genesys Technical Support website at http://genesyslab.com/support.

Information on supported hardware and third-party software is available on the Genesys Technical Support website in the following documents: • Genesys 7 Supported Operating Systems and Databases • Genesys 7 Supported Media InterfacesGenesys product documentation is available on the:• Genesys Technical Support website at http://genesyslab.com/support.• Genesys Documentation Library DVD, which you can order by e-mail

from Genesys Order Management at [email protected].

Making Comments on This DocumentIf you especially like or dislike anything about this document, please feel free to e-mail your comments to [email protected]. You can comment on what you regard as specific errors or omissions, and on the accuracy, organization, subject matter, or completeness of this document. Please limit your comments to the information in this document only and to the way in which the information is presented. Speak to Genesys Technical Support if you have suggestions about the product itself.When you send us comments, you grant Genesys a nonexclusive right to use or distribute your comments in any way it believes appropriate, without incurring any obligation to you.

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Chapter

1 Genesys Express and Related ComponentsThis chapter describes Genesys Express, its software components, switches, and provides technical support information. This chapter contains these sections:

Software Components, page 11Support for Genesys Express, page 19

Software ComponentsGenesys Express components and files are grouped into these categories:• Genesys Express Standard components, which are the basic components of

Express CTI, Express Voice, and Express Multimedia.• Third-party software components, including non-Genesys components

installed as a part of the Simulation solution.• Optional software components, as specified during the installation process,

including Contact Management (for Express Voice), Voice Treatment Option (Express Voice and Express Multimedia), IVR Interface Option (IVR Link in the Deployment Wizard), SIP Server, Outbound, Call Concentrator, and switches.

Configuration objects are configured and stored in the Configuration Database for the components needed for the Production solution.

Note: To get the exact version number of a Genesys application, read the Versions file (versions.htm) at C:\GCTI\documentation\. The Readme file for Genesys Express (readme.htm), stored in the same location, also contains a link to this Versions file. In addition, each application has its own Readme file that includes a link to the application’s release note.


Chapter 1: Genesys Express and Related Components Software Components

Genesys Express Standard ComponentsTable 1 lists the standard components that make up Express CTI, Express Voice, and Express Multimedia. Table 2, on page 14, lists additional standard components specific to Express Multimedia.

Note: Only Genesys 7.5 and 7.6 components support VMware. Component versions previous to 7.5 do not support it.

Table 1: Genesys Express Standard Components

Application/Script Application Type

Express Path (Start > Programs > Genesys Solutions > ...)

Version Remarks

cfg_dbserver DB Server (independent)

Framework 7.6 Runs independently from Configuration Server

Configuration Server Configuration Server

Framework 7.6 Installed as a Service

Configuration Manager Configuration Manager

Framework 7.6

Management Framework Configuration Wizard

None Framework 7.6

StatServer(Express Voice and Express Multimedia only)

Stat Server Framework 7.6 Installed as a Service

LogDBServer DB Server Framework 7.6 Installed as a Service

Message Server Message Server

Management Layer 7.6 Installed as a Service

Local Control Agent No application type in Configuration Layer


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SolutionControlServer Solution Control Server


Solution Control Interface Solution Control Interface

Management Layer 7.6

DataSourcerDBServer(Express Voice and Express Multimedia only)

DB Server Framework 7.6 Installed as a Service

StatServerReporting(Express Voice and Express Multimedia only)

Stat Server Framework 7.6 Installed as a Service

DataSourcer(Express Voice and Express Multimedia only)

CC Analyzer Data Sourcer

Reporting 7.2 7.2 Installed as a Service

ETL_Proxy(Express Voice and Express Multimedia only)

ETL Proxy Not applicable 7.2

ETLService(Express Voice and Express Multimedia only)

CC Analyzer Data Mart

Reporting 7.2 7.2 Installed as a Service

ETL Assistant(Express Voice and Express Multimedia only)

ETL Assistant

Reporting 7.2 7.2

CCPulse+ (Express Voice and Express Multimedia only)

CCPulse+ Reporting 7.5 7.5

Data Modeling Assistant(Express Voice and Express Multimedia only)

CC Analyzer Data Modeling Assistant

Reporting 7.2 7.2

Table 1: Genesys Express Standard Components (Continued)



Version Remarks



ERSDBServer(Express Voice and Express Multimedia only)


UniversalRoutingServer(Express Voice and Express Multimedia only)

Universal Routing Server

Routing 7.6 Installed as a Service

Interaction Routing Designer(Express Voice and Express Multimedia only)

Interaction Routing Designer

Routing 7.6

Delivery Server(Express Voice and Express Multimedia only)

Delivery Server

Delivery Server 6.5 Installed as a Service

Genesys Desktop Web Server GenesysDesktop > Web

7.6 Installed as a Service

Table 1: Genesys Express Standard Components (Continued)



Version Remarks

Table 2: Standard Components Specific to Express Multimedia


Express Path(Start > Programs > Genesys Express Solutions > ...

Version Remarks

MCR EMailServerJava E-mail Server Multi-Channel Routing 7.6 > E-mail Server Java


MCR Interaction Server Interaction Server

Multi-Channel Routing 7.6 > Interaction Server


MCR InteractionServer DBServer


MCR ClassificationServer Classification Server

Multi-Channel Routing 7.6 > Classification Server


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Third-Party Software ComponentsAll solutions in the Genesys Express family require the third-party software listed in Table 3.

MCR KnowledgeManager Knowledge Manager

Multi-Channel Routing 7.6 > Knowledge Manager

7.6

MCR UniversalContactServer

Contact Server

Multi-Channel Routing 7.6 > Universal Contact Server


MCR UniversalContactServerManager

Contact Server Manager

Multi-Channel Routing 7.6 > Universal Contact Server Manager

7.6

MCR Third Party Components

No application type in Configuration Manager

7.6

MCR Extension No application type in Configuration Manager

7.6

Resource Capacity Wizard No application type in Configuration Manager

7.1

Common Wizard Component set

No application type in Configuration Manager

Genesys Wizard Manager > Genesys Wizard Manager

7.6

Table 2: Standard Components Specific to Express Multimedia (Continued)


Express Path(Start > Programs > Genesys Express Solutions > ...

Version Remarks



Note: The Genesys Express CD installs some of the software components listed in Table 3.

Table 3: Third-Party Software Components

Software Description On Installation CD?

Operating System • Microsoft Windows 2000 Server with Service Pack 3 or higher

• Microsoft Windows 2003 or higher

No

Browser Microsoft Internet Explorer 6.0 or higher with Microsoft Virtual Machine (automatically installed as part of operating system)Note: Agent workstations on your LAN on which you plan to install Genesys Desktop require Internet Explorer 6.0 or higher.

No

Database Engine Microsoft SQL Server 2005 Express EditionFor information, go to www.microsoft.com/sql/editions/express/default.mspx. See the Genesys Express 4.6 Deployment Guide for information on upgrading to Microsoft SQL Server 2005.

Yes

Web Server Apache Web Server 2 for Microsoft Windows Yes, but not installed with Genesys Express

Web Container Apache Tomcat Server Engine 6.0 for Microsoft Windows Yes

License Manager Installed on the FlexLm license server, (for example, C:\Flexlm\)

Yes

E-mail Server (POP3 and SMTP)(Express Multimedia only)

Freeware, Classic Hamster V 2.1 version of Hamster Mail Server.Note: The default value for the maximum e-mail attachment for Hamster is 2 MB. If you want to change this value, see the Hamster documentation.You also have the option during the deployment process of using your own E-mail Server. If you select your own E-mail Server in the appropriate dialog box in the Deployment Wizard, Hamster Mail Server is not installed. See the Genesys Express 4.6 Deployment Guide for information.

Yes

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Optional Software ComponentsThe deployment process prompts you to select from the options in Table 4.

Table 4: Optional Software Components/Files

Application/Files Installation Directory Version

Contact Management (optional for Express Voice only)

Contact Server C:\GCTI\MCR\Universal Contact Server 7.6.0

Contact Server Manager C:\GCTI\MCR\Universal Contact Server Manager

7.6.0

Multimedia (optional for Express Multimedia)

Chat Server C:\GCTI\MCR\Chat Server 7.6.0

Voice Treatment Option (optional for Express Voice and Express Multimedia)

Voice Treatment Server C:\GCTI\VTServer 7.0.1

Voice Treatment Manager C:\GCTI\VTManager 7.0.1

IVR Interface Option

TServer_IVR C:\GCTI\IVRIServer 7.5.0

I-Server C:\GCTI\IVRIServer 7.5.0

Genesys Voice Platform (GVP)

GVP(The configuration object for Voice Communication Server for GVP.)

Not Applicable 7.6.0

Outbound Contact

Outbound Contact Server C:\GCTI\Outbound Contact Server 7.6.0

Outbound Contact Manager C:\GCTI\Outbound Contact Manager 7.6.0

Outbound Contact Server DBServer

C:\GCTI\OutboundContactServerDBServer 7.6.0

Call Progress Detection Server C:\GCTI\CPDServer 7.6.0

Call Concentrator

Call Concentrator DBServer C:\GCTI\CallConcentratorDBServer 7.6.0



Call Concentrator C:\GCTI\CallConcentrator 7.0.0

Simulation Solution

Generic T-Server C:\GCTI\Generic_Tserver 6.5.1

Test Simulator Server C:\GCTI\Simulator\TestSim\ 6.5.3

Contact Center Activity Simulators(Interface for running CC Activity scripts)

C:\GCTI\Simulator\ 6.5.3

Test Simulator Interface(Test Simulator Server Interface)

C:\GCTI\Simulator\PbxV\ 6.5.3

Switchesab

Aspect ACD C:\GCTI\TServerAspect 7.6.0

Alcatel A4200 C:\GCTI\TServerA4200 7.0.2

Alcatel A4400RSI version 4.2

C:\GCTI\TServerA4400 7.6.0

Cisco CallManager C:\GCTI\TServerCiscoCM 7.6.0

Cisco Stream Manager C:\GCTI\CiscoSM 7.6.0

Definity G3 ECS(now called Avaya Communication Manager)

C:\GCTI\TServerG3 7.6.0

Ericsson MD110 C:\GCTI\TServerMD110 7.6.0

Nortel Meridian C:\GCTI\TServerSuccession 7.6.0

Nortel Symposium C:\GCTI\TServerSuccession 7.6.0

Siemens Hicom300/HiPath 4000 CSTA I

C:\GCTI\TServerHic300Hi4000 7.6.0

NEC NEAX C:\GCTI\TServerNEAX 7.6.0

NEC OpenWorXc C:\GCTI\TserverOpenWorXC:\GCTI\NECProxy

7.2.07.0.2

Table 4: Optional Software Components/Files (Continued)


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Chapter 1: Genesys Express and Related Components Support for Genesys Express

a. The T-Server application name created when you choose a particular switch for production is called VoiceTserverProduction.

b. See the Genesys 7 Supported Media Interfaces Reference Manual, located on the Technical Support website, for information on these supported switches and their version numbers.

c. NEC OpenWorX is composed of NEC NEAX and NEC Proxy.

Support for Genesys ExpressThe Genesys Express package uses the following Genesys products:

Note: The Genesys products available to you depend on which Genesys Express suite you purchased. See Table 3 in the Genesys Express 4.6 Deployment Guide for a list of products installed for your suite.

• Framework 7.6• Universal Routing 7.6• Voice Treatment Option 7.0• IVR Interface Option 7.5• Multimedia 7.6 (formerly Multi-Channel Routing)• Reporting

7.5: CCPulse+ and Stat Server7.2: Data Sourcer, Data Mart, Data Modeling Assistant, and reporting templates

• Call Concentrator 7• Genesys Desktop 7.6• SIP Server 7.6• Outbound 7.6

Note: If you purchased Genesys Voice Platform, Genesys Express 4.6 can also be deployed to support that functionality. See the Genesys Express 4.6 Deployment Guide for information. Also see the GVP documentation for information on GVP.

SIP Server C:\GCTI\TServerSIP 7.6.0

SIP Stream Manager C:\GCTI\SIPSM 7.6.0

Table 4: Optional Software Components/Files (Continued)



Chapter 1: Genesys Express and Related Components Support for Genesys Express

If you purchased Genesys Express directly from Genesys and have a signed Genesys Support Contract, please consult the Technical Support Guide available on the Genesys Documentation Library DVD for instructions on obtaining technical support for these products.If you purchased the software from a value-added-reseller (VAR), please contact the VAR for technical support.

Help DeskYou can also call the Genesys Technical Support Help Desk at +888-369-5555.Contact the Genesys Technical Support Help Desk to be put on a product notification list for all release notes, white papers, and other application information.

Reference Manual 21

Chapter

2 Bundled ProductsThis chapter describes the Genesys products that are part of Genesys Express and includes these sections:

Genesys Integrated Products, page 21Framework 7.6, page 22Universal Routing 7.6, page 24Voice Treatment Option 7, page 25IVR Interface Option 7.5, page 28Multimedia 7.6, page 29Reporting, page 30Call Concentrator 7, page 34Outbound Contact 7.6, page 34Genesys Desktop 7.6, page 36

Genesys Integrated ProductsTo manage customer interactions, Genesys Express bundles several existing Genesys products into one fully integrated solution. The bundled products are Framework, Universal Routing, Voice Treatment Option (which can be enabled or disabled), IVR Interface Option (which can be enabled or disabled), Multimedia (contact management, e-mail, and chat), Reporting (both real-time and historical), Call Concentrator, Outbound Contact, and Genesys Desktop.

Note: The products available to you depend on which Genesys Express suite you purchased.

Provided for a standard hardware and software platform, the products are fully installed and integrated on one server.


Chapter 2: Bundled Products Framework 7.6

Framework 7.6Genesys Framework is the foundation for all Genesys-based interaction management systems. It provides these functions:• Configuration (see page 72) centralizes processing and storage of all the

data required for Genesys solutions to work within a particular environment.

• Access Control (see page 76) sets and verifies user permissions for access to solution functions and data.

• Solution Control (see page 37) starts and stops solutions and monitors their status. The Solution Control Interface (SCI) performs this function for Genesys Express.

• Alarm Processing (see page 72) defines and manages conditions critical to solution operation.

• Troubleshooting hosts a user-oriented, unified logging system with advanced storage, sorting, and viewing capabilities.

• Fault Management (see page 38) automatically detects and corrects situations that might cause problems for solution operation.

• External Interfaces enable communication with a variety of telephony systems and database management systems (DBMSs).

• Attached Data Distribution supports the distribution of business data attached to interactions, within and across solutions.

• Local Control Agent (LCA) (see page 47) starts and stops applications, detects failures, and communicates application and host status to the Management Layer.

LayersThe Genesys Framework consists of four layers. Each layer has associated software components and depends on the layers below it to work properly:1. The Configuration Layer (see page 45) processes and stores all the data

required for running Genesys solutions in a particular environment; it notifies clients of any configuration changes. The Configuration Layer also controls user access to a solution’s functions and data.

2. The Management Layer (see page 37) controls the startup and status of solutions, logging of maintenance events, generation and processing of alarms, and management of application failures. The Solution Control Interface (Figure 6 on page 48) is part of the Management Layer.

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Chapter 2: Bundled Products Framework 7.6

3. The Media Layer enables Genesys solutions to communicate across media, including traditional telephony systems, Voice over IP (VOIP), e-mail, and the Web. This layer also provides the mechanism for distributing interaction-related business data within and across solutions.

T-Server (see page 48) provides an interface with traditional telephony systems.MCR InteractionServer (included with Express Multimedia only) provides an interface with Internet media, like e-mail and web communications.

4. The Services Layer generates the statistical data used for interaction processing and contact center reporting, enables solutions to communicate with various database management systems (DBMSs), and provides interfaces for desktop integration with Genesys-based interaction management systems.

Stat Server (see page 50) tracks real-time states of interaction management resources and collects statistics about contact center performance. Genesys solutions use the statistical data for more intelligent real-time interaction management, and the Reporting Layer uses the data to generate real-time and historical contact center reports.DB Server (see page 45) provides the interface between Genesys applications and the database management system where the databases for solutions operations reside.Desktop APIs provide tools for the integration of customer agent desktop applications with Genesys-based interaction management systems.

DocumentationThe Genesys Documentation Library DVD supplies the following Framework documentation. This list is not comprehensive.

Simulator Documents

• 6.5 Genesys Simulator Test Toolkit Generic T-Server Reference Manual• 6.5 Genesys Simulator Test Toolkit User’s Guide

Framework 7.6

• Framework 7.6 Deployment Guide

Note: This document describes what is new in the 7.6 release.

• Framework 7.6 Configuration Options Reference Manual• Framework 7.6 DB Server User’s Guide


Chapter 2: Bundled Products Universal Routing 7.6

• Framework 7.6 Stat Server User's Guide• Framework 7.6 Stat Server Deployment Guide• Framework 7.6 Management Layer User's Guide• Framework 7.6 Combined Log Events HelpThe following help file is available within Configuration Manager:• Framework 7.6 Configuration Manager HelpIn addition, the following help file is accessible through the SCI centralized log:• Framework 7.6 Solution Control Interface Help

T-Servers

• Framework 7.6 T-Server and HA Proxy for Avaya Communication Manager Deployment Guide

• Framework 7.6 T-Server Nortel Communication Server 1000 with SCCS/MLS Deployment Guide

• Framework 7.6 T-Server for Alcatel A4400/OXE Deployment Guide• Framework 7.6 T-Server for NEC NEAX/APEX Deployment Guide• Framework 7.6 T-Server for Aspect ACD Deployment Guide• Framework 7.6 T-Server for Cisco CallManager Deployment Guide• Framework 7.6 T-Server for Siemens Hicom 300/HiPath 4000 CSTA 1

Deployment Guide• Framework 7.6 T-Server for Ericsson MD110 Deployment Guide• Framework 7 T-Server for Alcatel A4200 Deployment Guide

IP T-Servers

• Framework 7.6 SIP Server Deployment Guide• Framework 7.6 Stream Manager Deployment Guide

Note: The Genesys Documentation Library DVD supplies documentation for all Genesys-supported T-Servers, in addition to the T-Servers listed above that are Genesys Express options.

Universal Routing 7.6Universal Routing provides an integrated environment for creating, modifying, and loading routing strategies for efficient and effective interaction routing and reporting. A strategy is a set of decisions and instructions that tells Universal Routing Server (see page 52) how to handle and where to direct interactions in different circumstances.

Reference Manual 25

Chapter 2: Bundled Products Voice Treatment Option 7

For example, you can design strategies to route interactions by: • Time and date the interaction arrives.• Customer information, like account numbers or origin of the interaction.• Agent availability.• Agent skills and skill levels.• Statistical information collected by Genesys Stat Server.• Information stored in databases.• A combination of different decision criteria.Universal Routing tracks an agent’s skills and real-time availability. It provides agent-level, skills-based routing of customer interactions, regardless of media—whether voice calls, e-mail messages, or web-based queries. Based on routing rules designed for specific business needs and objectives, the solution intelligently routes interactions to the most appropriate agent in the shortest possible time. This results in fewer transfers among agents, shorter interaction-handling times, increased agent efficiency, and improved customer satisfaction.

Universal Routing DocumentationThe Genesys Documentation Library DVD supplies the following Universal Routing documentation:• Universal Routing 7.6 Deployment Guide• Universal Routing 7.6 Reference Manual• Universal Routing 7.6 Routing Solutions Guide• Universal Routing 7.6 Business Process User’s Guide• Universal Routing 7.6 Strategy SamplesThe following Help file is available within Interaction Routing Designer:• Interaction Routing Designer 7.6 Help

Voice Treatment Option 7The Genesys Voice Treatment Option (VTO) is a client-server application that works with Universal Routing Server to apply voice, data collection, and transfer treatments to incoming calls. For example, with VTO you can design and run an automatic script that will work with Universal Routing Server to:• Greet each caller with a recorded message.• Prompt the caller for an account number.• Use the account number to retrieve customer records from a database.• Prompt the caller with choices of departments to which to speak.



• Transfer the customer to the most appropriate agent queue based on both entered-digits response and account history.

• Play music or any other message if no agent is immediately available.• Play one or more voice messages if the caller waits for a specified period,

defined by one or more timeouts.• Transfer the call to an available agent with information to facilitate an

account-based screen pop (see the Genesys Express 4.6 User’s Guide for information on the screen pop).

You can write and store any number of custom scripts (see Figure 12 on page 57) and specify which treatment script a call receives in routing strategies.

ComponentsVTO has two main components, Voice Treatment Server (VT Server) and Voice Treatment Manager (VT Manager), and one minor component, VTPhone.1. VT Server (see page 56) runs as a Windows Service that supports the

actual processing of the calls using identified treatment scripts. VT Server functions with T-Server, Universal Routing Server, and Configuration Server. Genesys Express uses version 7.0.

2. VT Manager (see page 56) is the user interface you use to create/edit voice treatment scripts for incoming calls and manage individual voice files. Genesys Express uses version 7.0.

3. VTPhone (see page 58) is the user interface that imitates a caller’s phone for demonstrating what happens when calls are routed to VT Server for voice treatments.

Note: VTO provides voice-assisted service as well as call parking, but it is not intended to be a fully functional Interactive Voice Response (IVR) environment that provides voice self-service through database links.

VTO Demo ModeVTO Demo Mode simulates VTO functionality (normally performed through a Dialogic card) using the Windows native audio subsystem and a UI application to simulate the caller’s phone set. The VTO Demo Mode is designed to operate within the Genesys Express simulation environment and requires Generic T-Server and Generic Switch Simulator. See Figure 1.VTO Demo Mode:• Demonstrates VTO capabilities to potential customers.• Educates users in the use of VTO within the Genesys solution.

Reference Manual 27


• Creates VTO recordings through the Windows native audio services without having to use Dialogic hardware and software.

• Tests VTO scripts independent of Dialogic hardware and software.• Includes VTO in the Genesys Express Simulation environment.

Figure 1: VTO in Demo Mode

The component, VTPhone, imitates a caller’s phone set to enable VTO Demo Mode to model incoming calls.See “VTPhone” on page 58 for more information about VTPhone. See the Genesys Express 4.6 User’s Guide for information about using VTPhone in a demonstration.

VTO DocumentationThe Genesys Documentation Library DVD supplies the following Voice Treatment Option 7 documentation:• Voice Treatment Option 7 Voice Treatment Manager User’s Guide• Voice Treatment Option 7 Voice Treatment Server User’s Guide

VT Server

Windows audiosubsystem

GenericT-Server

VTPhone

Caller

SwitchSimulator

UniversalRouting Server


Chapter 2: Bundled Products IVR Interface Option 7.5

IVR Interface Option 7.5IVR Interface Option 7.5 simplifies the integration of vendor-provided IVRs with the Genesys environment. Genesys IVR Interface Option 7.5 has two components, the IVR Server and the IVR Driver.IVR Server is designed to provide a standardized interface between IVR drivers and other components in the Genesys product suite. This standard interface allows the IVR driver to use a one-socket connection and one type of interface to communicate with and receive services from different Genesys software components. IVR Server tracks call flows, and interfaces multiple drivers with multiple T-Servers, and communicates with other Genesys services (such as T-Server, Statistics Server, and Universal Routing Server).IVR Server is made up of a virtual T-Server called Tserver_IVR and I-Server. If you select the IVR Link option in the Genesys Express Deployment Wizard, these two components that make up IVR Server are configured and installed on the Express server.IVR Driver provides integration with IVR vendor-specific hardware and software. From the IVR user’s viewpoint, this is an additional set of functions that appear on the IVR user interface. The functions are used for script generation to integrate an IVR with the Genesys environment.Genesys provides two modes for configuring IVR Server:• IVR-Behind-Switch: a basic configuration in which the call activity on

IVR channels can be monitored by a T-Server, which is connected to the premise switch. In the IVR-Behind-Switch configuration, an incoming call arrives at the premise switch before going to the vendor-provided IVR. In this configuration, a physical T-Server is connected to a premise switch, and the IVR is connected directly to both the switch (through phone lines) and the IVR Server (through data lines). The IVR Server communicates with the T-Server and the Statistics Server.

• IVR-In-Front: a configuration in which there is no computer-telephony integration (CTI) link involved with the call processing. When a vendor-provided IVR is connected directly to the PSTN (Public Switched Telephone Network) without a premise switch, the configuration is called IVR-In-Front. In this configuration, there is no T-Server to connect to because there is no premise switch. In the IVR-In-Front configuration, a virtual T-Server function resides within the IVR Server. IVR Server operating in IVR-In-Front mode is designed to support IVRs that are connected directly to a PSTN by performing functions similar to a regular T-Server. When an IVR is considered a termination point for incoming calls, no premise switch is involved, and no local T-Server receives notification of the incoming call. Instead, IVR Server operating in IVR-In-Front mode provides this functionality.

IVR Server uses the standard 7.5 T-Library for interactions. IVR Server supports connection to both the regular T-Server and the IVR T-Server function of an IVR Server operating in IVR-In-Front mode.

Reference Manual 29

Chapter 2: Bundled Products Multimedia 7.6

IVR Interface Option DocumentationThe Genesys Documentation Library DVD supplies the following IVR Interface Option documentation:• IVR Interface Option 7.5 IVR Server System Administrator’s Guide• IVR Interface Option 7.5 IVR Driver for CONVERSANT System

Administrator’s Guide• IVR Interface Option 7.5 IVR Driver for WVR for AIX System

Administrator’s Guide• IVR Interface Option 7.5 IVR Driver for WVR for Windows System

Administrator’s Guide• IVR Interface Option 7.5 IVR Driver for Edify System Administrator’s

Guide• IVR Interface Option 6.5 IVR Driver for Periphonics System

Administrator’s Guide• IVR Interface Option 6.5 IVR Driver for InterVoice-Brite System

Administrator’s Guide

Multimedia 7.6Multimedia is a group of software components designed to facilitate Internet-based communication between a visitor to a website and the company who publishes the site.

Express Voice Express Voice users are given the option to install two Multimedia components, Universal Contact Server and Universal Contact Server Manager. Contact Server enables you to use the Contact Database to handle customer calls. Contact Database stores all information about customer contacts including names, telephone numbers, agent comments about a particular customer call, and so on. Contact Server Manager is the GUI application for setting archiving and pruning functions for the Contact Database.

Express MultimediaExpress Multimedia users are provided with the e-mail functionality of Multimedia automatically when they install the suite. You can configure E-mail Server to screen e-mail messages for content and send automatic responses when appropriate, with or without handling by an agent. If E-Mail Server determines that an agent response is required, it routes the message to an appropriate agent or queue based on routing criteria specified in Universal Routing Server.


Chapter 2: Bundled Products Reporting

Features

The following Multimedia features support this advanced e-mail and chat functionality of Express Multimedia:• Universal Queue—All interactions are blended into a single Universal

Queue on the agent’s desktop.• E-mail forwarding—Supports agent-to-agent or agent-to-queue transfer.• E-mail via web—Web visitors may submit e-mail to a contact center using

an e-mail client.• Interaction Server—This T-Server receives interaction requests for e-mail

and converts them into a format understood by Framework.• E-mail Server Java—This server interfaces with the enterprise mail server

and the Genesys Web API Server, bringing in new e-mail interactions and sending out replies or other outbound messages.

• Chat Server—This server works with Web API Server to open, conduct, and close chat interactions between agents and customers.

• Automated and suggested responses—The Standard Response Library stores prewritten responses that agents can use in e-mail and chat interactions. This function also suggests possible responses agents might use based on content analysis of the e-mail or chat session.

• Centralized contact history—The communication history between agents and web visitors is maintained in one centralized database (see Table 6 on page 71).

Multimedia DocumentationThe Genesys Documentation Library DVD supplies the following Multimedia documentation:• Multimedia 7.6 User’s Guide• Multimedia 7.6 Reference Manual• Multimedia 7.6 Deployment GuideThe following help files are also available within their respective applications:• Multimedia 7.6 Universal Contact Server Manager Help• Multimedia 7.6 Knowledge Manager Help• Multimedia 7.6 Log Events Help (part of Framework 7.6 Combined Log

Events Help)

ReportingGenesys Reporting is comprised of one product, CCPulse+, that provides contact center managers with a business view of operational status and

Reference Manual 31


efficiency. Additional reporting-specific components/servers (for example, Data Sourcer, ETL, and so on), that are also a part of the reporting package, work with CCPulse+ to provide real-time and historical reporting.CCPulse+ makes up the Reporting Layer that generates real-time and historical reports for Genesys solutions and includes the following:• CC Pulse+ 7.5 provides real-time and historical reporting. It uses a graphic

interface to display statistics that are retrieved directly from the Services Layer. CCPulse+ offers a rich set of customizing capabilities for presenting statistical data in many different ways. CCPulse+ also presents data collected over extended periods of time (historical) using Stat Server.

• Data Sourcer 7.2 (see page 64) stores statistics from the Services Layer and configuration updates from the Configuration Layer in a temporary database called ODS (Operational Data Storage).

• The ETL 7.2 (Extraction, Transformation, and Loading) Engine 7.2 component (see page 66), by using a set of predefined layouts, translates the data collected in the ODS into the permanent Reporting Database.

• The Reporting Database (see page 69) stores collected data for analysis and presentation through CCPulse+ historical reports.

Note: Express Multimedia also includes Hyperion Query Designer for generating historical reports for e-mail and voice interactions.

CCPulse+ 7.5CCPulse+ provides both real-time and historical reporting.

Real-Time Reporting

From a real-time reporting perspective, CCPulse+ enables monitoring interactions among CTI entities and presents customizable views of contact center objects. Using CCPulse+, you can monitor the current state and activity of objects in the contact center to make decisions about staffing, scheduling, and call-routing strategies.CCPulse+ monitors agent performance using the Genesys components. Drawing on data from the Stat Server and Configuration Server, CCPulse+ receives data from T-Servers for the switch.Once CCPulse+ is connected to Configuration Server and Stat Server, CCPulse+ monitors status and statistics related to contact center objects (agents, agent groups, queues, route points) and displays them on the supervisor’s desktop.The major features of CCPulse+ for real-time reporting include:



• Real-time GUI—CCPulse+ receives information from Stat Server and provides a real-time survey of customer contact center objects and enterprise activity. This information is visually presented in a graphical user interface for greater ease of comparison.

• Snapshot views—CCPulse+ gives the contact center manager a snapshot of contact center activity. At a glance, the manager can use the Tree view to see individual agents and agent groups (including IDs and queues) and routing points (including a comparative analysis for the agent, group, queue, route point, outbound objects, and extended current state).

• Comprehensive statistic displays—In Graph view, the manager can display statistics for the selected object by statistic group. The object level displays one graph for each statistical subgroup, consisting of all statistics belonging to the same statistic group based on the same statistical category.

• Customizable templates—When logged on as an Administrator, you can use the Template Wizard to create, modify, and delete templates. Administrators can also use the Import/Export utility to copy Templates, Thresholds, and Actions from one storage area to another.

• Customizable thresholds—A Threshold Wizard is available for Administrators to create thresholds for selected object types (Agent, Agent Places, Calling List, Campaign, Campaign Agent Group, and so on) by using VBScript to create new scripts, selecting from a predefined list of thresholds, or modifying existing scripts.

• Customizable actions—An Actions Wizard for creating new Actions by using VBScript, selecting from a predefined list of Actions, or modifying existing scripts is also available for Administrators.

• Extended Current Status window—An Extended Current Status window allows users to monitor a selected object in real time. The window displays detailed information about the selected object. If an Agent Group is selected, the number of agents in the group, the Place, and the Switch are also displayed.

Historical Reporting

In CCPulse+, contact center managers can view reports that provide historical information about:• Performance of various contact center objects including Agents, Agent

Groups, Places, Place Groups, DNs, Queues, Queue Groups, and Route Points.

• Performance filtered by business rules.The major features of CCPulse+ for historical reporting include:• Decision-support system architecture—CCPulse+ enables decision-

support reporting and analysis, thereby shielding other Genesys components from the processing demands of large queries. Raw

Reference Manual 33


application data is sourced from Stat Server and Configuration Server, and loaded into Operational Data Storage (ODS). From the ODS, raw data is extracted, transformed, and loaded to a Data Mart by the Extraction Transformation Loading (ETL) Runtime Engine, which is designed to support static as well as ad hoc reporting.

• Report library and design templates—CCPulse+ includes a standard library of design templates from which reports can be generated. The reports can address common contact center operations, including number of calls received by queue, service-level adherence, calls handled by agent/agent group, and so forth.

• Data-modeling tool—The Data Modeling Assistant (DMA) gives contact center managers the ability to choose which standard operational statistics to collect on what objects and how often. In You can also use DMA to create custom business statistics like “the number of calls received concerning Product X” or “revenue generated by agent group A.”

• HTML output—Historical reports can be exported as HTML files and opened in a spreadsheet application.

Note: Hyperion Query is also provided to Express Multimedia users to generate historical reports using e-mail and voice statistics in addition to using CCPulse+ for standard voice statistics.

Reporting DocumentationThe Genesys Documentation Library DVD supplies the following Reporting documentation:• Reporting 7.5 CCPulse+ Administrators’s Guide• Reporting 7.5 Deployment Guide• Reporting 7.5 Reference Manual• Reporting 7.2 ETL Runtime User’s Guide• Reporting 7.2 Data Sourcer User’s Guide• Reporting Technical Reference Guide for the Genesys 7.2 Release

Note: A Help file for each of the following applications is available in the Help menu of the application: Data Modeling Assistant, CCPulse+, and ETL Assistant.


Chapter 2: Bundled Products Call Concentrator 7

Call Concentrator 7Call Concentrator 7.0 works with certain Genesys Framework components to collect and record call data in your enterprise, whether single tenant or multitenant. Call Concentrator is a Reporting product that is designed to provide data for call-based reporting. That is, you can trace the course of specific calls, collect data about them, and create reports based on that information.Call Concentrator functionality consists of two basic processes: interpreting the data it receives, and recording the data after it is interpreted. Call Concentrator collects two types of data:• Contact Center Objects—Agents, DNs, Queues, and so on.• T-Server Events—Messages that reflect the states and transitions between

states that a call goes through during the course of an interaction.Call Concentrator stores call and call segment data in a number of database tables, each of which maintains records of a different aspect of the interaction.

Call Concentrator DocumentationThe Genesys Documentation Library DVD supplies the following Call Concentrator documentation:• Call Concentrator 7 Getting Started Guide• Call Concentrator 7 Deployment Guide• Call Concentrator 7 Reference Guide

Outbound Contact 7.6Outbound Contact 7.6 is an automated system that is used to create, modify, and run outbound dialing campaigns in which agents interact with customers. Some examples of outbound campaigns include:• Collection efforts• Telemarketing• Fund raising• Market research and surveys• Emergency notifications• Product promotions• Recalls

Reference Manual 35

Chapter 2: Bundled Products Outbound Contact 7.6

Running a campaign involves launching the campaign, monitoring it, and making necessary adjustments. To perform these tasks, Outbound Contact users can:• Create calling lists from customer contact information.• Group calling lists into campaigns for outbound dialing.• Share campaigns among multiple agent groups.• Create campaign sequences with the Campaign Sequence object, which

provides predefined thresholds and automatic agent assignments.• Chain records for a customer (multiple call records).• Choose different dialing modes (Predictive, Progressive, Preview).• Define treatments and scheduled calls for unsuccessful calls on each

calling list.• Monitor campaigns using Reporting tools.• Apply Do Not Call restrictions by phone number or customer ID.Outbound Contact has a client/server architecture consisting of these components: Outbound Contact Server (OCS), Outbound Contact Manager (OCM), and Call Progress Detection Server (CPD Server).

OCS Outbound Contact Server (OCS) is a dialing and pacing engine that supports different dialing modes depending on customer business needs. OCS performs these functions:• Manage campaigns• Monitor agent/group activities and queue traffic to determine the dialing

speed and agent availability• Provide agent and queue statistics for reporting purposes

OCM Outbound Contact Manager (OCM) is the GUI client for call center managers to perform these functions:• Browse calling lists• Manage the start, stop, and progress of campaigns and campaign sequences• View the relationships among campaigns, agent groups and calling lists• Import calling lists• Update current Do Not Call lists with external data

CPD Server Call Progress Detection Server (CPD Server), an optional component of Outbound Contact, is a dialer that performs call progress detection (CPD) on switches that do not provide CPD. This server supports Transfer mode and Active Switching Matrix (ASM) mode. It can also provide voice file recordings, if configured.


Chapter 2: Bundled Products Genesys Desktop 7.6

Outbound Contact DocumentationThe Genesys Documentation Library DVD supplies the following Outbound Contact documentation:• Outbound Contact 7.6 Deployment Guide• Outbound Contact 7.6 Reference Manual

Genesys Desktop 7.6Genesys Desktop 7.6 is a Web-based desktop application that contact center agents, supervisors, and knowledge workers use to perform online communication tasks. It is a sophisticated tool with advanced supervisory features for communication between customers and companies, allowing interactions through the following media:• E-mail• Voice (featuring Web CallBack Request, Outbound Campaign Calls, and

Voice CallBack)• Chat

Genesys Desktop DocumentationThe Genesys Documentation Library DVD supplies the following Genesys Desktop documentation:• Genesys Desktop 7.6 Deployment Guide• Genesys Desktop 7.6 Help

Reference Manual 37

Chapter

3 Solutions and ApplicationsThis chapter describes the Framework Management Layer, which is used to manage Genesys Express. It also describes the applications comprising the Simulation and Production solutions found in the Solution Control Interface (SCI). This chapter includes these sections:

Management Layer, page 37Windows Services and Startup, page 38Solution Control Interface, page 39Simulation and Production Solutions, page 42Genesys Components and Processes, page 44Genesys Desktop, page 68Delivery Server, page 68Databases, page 69Configuration Objects, page 72

Management LayerThe Framework 7.6 Management Layer enables you to access, view, and control the Genesys integrated products. It has these components:• Local Control Agent • Message Server • Solution Control Server • Solution Control Interface• Log Database• Log DB Server


Chapter 3: Solutions and Applications Windows Services and Startup

Management Layer FunctionsThe Management Layer provides the following functions:• Solution and application control and monitoring—The SCI component

(see Figure 3 on page 40) controls and monitors all Genesys solutions and applications from a single point. SCI starts and stops applications and displays the real-time status of every solution object.

• Centralized logging—Applications log maintenance events in a unified format and record them in one central location accessible through SCI (see the Genesys Express 4.6 User’s Guide). The unified log format enables easy selection of required log records and facilitates solution-level troubleshooting.

• Alarm signaling—Maintenance events logged by any application can trigger alarms (see page 72) and communicate the alarm information to SCI.

• The Management Layer automatically associates alarms with the solutions they affect and stores them as active conditions in the system until they are either removed by another maintenance event or cleared by the user.

• Application fault management—Fault management functions consist of detection, isolation, and correction of application failures. For nonredundant configurations, the Management Layer automatically restarts applications that fail. For redundant configurations, this layer supports a switchover to the standby applications.

Note: For more information about fault management and the Management Layer in general, see the Framework 7.6 Management Layer User’s Guide on the Genesys Documentation Library DVD.

Windows Services and StartupWhen the server boots up, all Genesys servers automatically start as Windows® Service.In the Services window, the name of the Service for each of these components starts with Genesys. For example, the Service for Configuration Server is called Genesys Singletenant Configuration Server.

Note: For information on the FLEXlm License Manager Service, see the Genesys Express 4.6 Deployment Guide.

If you wish to open Windows Services, in the Control Panel, go to Administrative Tools > Services. Figure 2 shows the Services window.

Reference Manual 39

Chapter 3: Solutions and Applications Solution Control Interface

Figure 2: Services Window

Solution Control InterfaceNow that you know which Genesys components automatically start as Windows Services, this section continues with a detailed description of the Solution Control Interface (SCI).When you start the Express server, launch SCI, and log in, the starting window appears. Figure 3 shows the Solutions view of the starting window.



Figure 3: SCI Starting Window, Solutions View

SCI MenusThe main SCI menu bar contains File, Action, View, and Help menus. The next section summarizes the items found on each of these menus.

Note: For complete information on each menu item as well as SCI window elements and SCI in general, see Framework 7.6 Solution Control Interface Help.

File Menu

These commands are available from the File menu:Open Opens a log record file in a plain text or XML format from a

specified directory.Print Setup Sets paper and page parameters specifying the arrangement of

items on a printed page.Print Prints detailed information about the selected item.Reconnect Reestablishes a connection with a server (Solution Control

Server, DB Server, or both) that is not currently connected.

Toolbar

Tree view

List pane

Shortcuts pane

Menu bar

Reference Manual 41


Recent Files Lists recently opened files.Exit Closes the session with SCI and shuts down the connection to

the Log Database, Solution Control Server, and Configuration Server.

Action Menu

These commands are available from the Action menu:Start Starts a selected application or solution.Stop Shuts down a selected application or solution.Clear All Alarms Clears all active alarms from the system.Find Makes advanced selections from the Log Database.Refresh Updates the Centralized Log view with the latest log

content.

View Menu

These commands are available from the View menu:Summary Displays a summary of the current system status.Active Alarms Displays all active alarms.Alarm Conditions Displays configured alarm conditions.Hosts Displays the configuration and current status of all

hosts where daemon applications are installed.Applications Displays the current status of all configured daemon

applications.Solutions Displays the current status of all configured solutions.Centralized Log Displays the specified log records from the Log

Database.All Log Records displays all log records from the Log Database.Alarm History displays log records related to alarm detection and removal.Standard displays log records of the Standard level.Trace displays log records of the Trace level.

Shortcuts Bar Displays the shortcuts bar when selected.Items Tree Displays the Items tree when selected.Details Pane Displays the Details pane when selected.Toolbar Displays the toolbar when selected.Status Bar Displays the status bar when selected.Options Displays the Options window when selected.


Chapter 3: Solutions and Applications Simulation and Production Solutions

Help Menu

The Help menu offers help on using SCI through the Contents, Search, and Index commands. It also opens the About Solution Control Interface window, which contains application version and copyright information.

Simulation and Production SolutionsGenesys Express provides you with two modes of operation: • Simulation• Production (once configured for your site-specific requirements)You can work in one mode a time.Figure 3 on page 40 shows the Simulation and Production solutions in the SCI starting window. Each mode uses its own T-Server (VoiceTServerSimulation and VoiceTServerProduction as listed in Table 8 on page 74).The capability to switch between Simulation and Production modes allows you to make changes and test them in the Simulation mode without changing the Production setup. Once changes test successfully in the Simulation solution, you can make those same changes to the Production solution.

Solution Applications and Startup PriorityEach of the Genesys Express applications that make up the Simulation and Production solutions have a startup priority (see Table 5).

Table 5: Application Startup Priority

Application Startup Priority

SwitchSimulator (page 50) 1

NECProxy 1

VoiceTServerSimulation (page 48) for Simulation solutionNote: If you install the Simulation solution during deployment, but do not later install the Standard Model Environment (SME), although VoiceTServerSimulation will start, it will not do anything.VoiceTServerProduction (page 48) for Production solutionTServerSIP

2

StatServer (page 50) 3

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Chapter 3: Solutions and Applications Simulation and Production Solutions

ERSDBServer (page 52) 4

CustomDBServer for Routing 5

UniversalRoutingServer (page 52) 6

TServer for IVR 7

GVP 8

Voice Treatment Server 9

SIP Stream Manager 12

Cisco Stream Manager 12

DBServer for Outbound 20

CPD 21

Outbound Contact Server 22

MCR ContactServer (page 61) Note: If you deployed Express Voice but did not select Contact Management during the deployment, Contact Server was not installed.

31

MCR Interaction Server DBServer (page 61) 32

MCR Interaction Server (page 61) 33

MCR EmailServer (page 61) 34

MCR Classification Server 35

MCR Chat Server 36

Delivery Server (page 68) 40

Genesys Desktop 41

StatServer for Reporting (page 63) 50

DataSourcerDBServer (page 45) 51

DataSourcer (page 64) 52

DBServer for DataMart 55

ETLService (page 66) 56

Table 5: Application Startup Priority (Continued)



Chapter 3: Solutions and Applications Genesys Components and Processes

Note: If an application fails to start, the application with the next startup priority won’t start. See “Solution Control Interface” on page 39 for more information.

Genesys Components and ProcessesThis section summarizes Genesys Express components and processes. It briefly describes those associated with the Simulation and Production solutions in SCI (see Figure 3 on page 40) as well as Genesys applications accessed by clicking the Genesys Express Solution desktop shortcut.

Framework ComponentsIf necessary, refer to page 22 for a review of Framework. This section summarizes the Framework applications. • A good starting point for more information about each Framework

application is the Framework 7.6 documentation on the Genesys Documentation Library DVD.

• For information on configuring applications, see the Genesys Express 4.6 User’s Guide.

Framework’s architecture is organized into four layers: Configuration Layer, Management Layer, Media Layer, and Services Layer. Figure 4 illustrates these layers with respect to the solutions.

DBServer for CallConcentrator 57

CallConcentrator 58

Table 5: Application Startup Priority (Continued)


Reference Manual 45


Figure 4: Framework Architectural Layers

DB Server (cfg_dbServer)

As part of the Configuration Layer (see page 22), DB Server provides the interface between Genesys applications and the database management system where the operational databases for applications reside (see page 69). DB Server for Genesys Express functions with the database engine Microsoft SQL Server. For more information on DB Server and databases, see the Framework 7.6 Deployment Guide and the Framework 7.6 DB Server User’s Guide on the Genesys Documentation Library DVDFor an architectural diagram of this layer, see Figure 5.

Note: Genesys Express 4.6 supports Microsoft SQL Server 2000 with Service Pack 3 and Microsoft SQL Server 2005.

Configuration Server

As part of the Configuration Layer, Configuration Server provides centralized access to the GCTI76 Configuration Database (page 71) based on permissions that you can set for any user to any configuration object. Configuration Server

SOLUTIONS

Services Layer

Media Layer

Management Layer

Configuration Layer



also maintains the common logical integrity of configuration data and notifies applications of changes made to the data. For an architectural diagram, see Figure 5.

Configuration Manager

Configuration Manager provides an interface for viewing/manipulating configuration objects and other data in the GCTI76 database. For an architectural diagram of the Configuration Layer that includes this component, see Figure 5.

Figure 5: Configuration Layer Architecture

Note: Wizard Manager, represented by the Wizard Mgr balloon in Figure 5, Figure 6, Figure 7 on page 49, Figure 8 on page 50 is not provided with Genesys Express 3.1 through 4.6.

For more information on Configuration Server, see the Framework 7.6 Deployment Guide, and the Framework 7.6 Configuration Options Reference Manual on the Genesys Documentation Library DVD.

Log DB Server

As part of the Management Layer (see page 22), Log DB Server is attached to Message Server (see Figure 6) and Configuration Server (see Figure 5). Log DB Server stores all messages from all of the applications so that Message Server can go through the logs and look for any alarms (see page 72). Figure 6 shows an architectural diagram.

ConfigurationDatabase

DBServer

ConfigurationServer

ConfigurationManager

Solution Deployment

Wizards

ManagementLayer

MediaLayer

ServicesLayer SOLUTIONS

Reference Manual 47


Note: For more information on Log DB Server, see the Framework 7.6 DB Server User’s Guide on the Genesys Documentation Library DVD. Also see Framework 7.6 Combined Log Events Help, which is accessible through the SCI Centralized Log view.

Message Server

As part of the Management Layer (see page 22), Message Server provides centralized processing and storage of every application’s maintenance events. Events are stored as log records in the genesys_log database (see page 71) where they are available for further centralized processing. Message Server also checks for log events configured to trigger alarms. If a match is detected, the alarm is sent to Solution Control Server for immediate processing. Figure 6 shows an architectural diagram.

Note: For more information on Message Server, see the Framework 7.6 DB Server User’s Guide and the Framework 7.6 Configuration Options Reference Manual on the Genesys Documentation Library DVD. Also see Framework 7.6 Combined Log Events Help, which is accessible through the SCI Centralized Log view.

Local Control Agent

Local Control Agent (LCA), located on every host running Genesys server applications, is used to start and stop applications, detect their failures, and communicate their roles in redundancy context. Figure 6 shows an architectural diagram.

Solution Control Server

As part of the Management Layer (see page 22), Solution Control Server is the processing center of the Management Layer (see page 37). It uses LCAs to start solution components in the proper order, monitor their status, and provide a restart or switchover in case of application failure. It also processes alarms as specified by the user.

Solution Control Interface

As described on page 38, Solution Control Server must be running in order to start SCI.As part of the Management Layer, Solution Control Interface displays status information and is used to start and stop components and solutions (see Figure 3 on page 40). Figure 6 shows an architectural diagram.



Figure 6: Management Layer Architecture

Note: For more information on Solution Control Server, see the Framework 7.6 Deployment Guide and the Framework 7.6 Management Layer User’s Guide on the Genesys Documentation Library DVD.

Voice T-Server

As part of the Media Layer (see page 22), Voice T-Server (Telephony Server) provides an interface to/from traditional telephony systems. It understands both the switch and the telephony-enabled applications. Voice T-Server establishes communication with the underlying PBX using an interface that allows the monitoring and control of telephony services via computer. In effect, this means that client workstations connected to the telephony server can access PBX functionality within software applications. For an architectural diagram, see Figure 7.

Centralized LogDatabase

DBServer

Solution Control

Interface

MessageServer

Solution Control Server

SOLUTIONS

NetworkManagement

System

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Figure 7: Media Layer Architecture

As described on page 42, Genesys Express allows you to work in either the Simulation or Production modes. Each mode uses its own T-Server (VoiceTServerSimulation and VoiceTServerProduction, as listed in Table 8 on page 74).

Note: If you want to work in the Simulation mode, after deploying Genesys Express 4.6, you must also install the Standard Model Environment, which configures the VoiceTServerSimulation. See the Genesys Express 4.6 Standard Model Environment User’s Guide for information.

The CD installation process, described in the Genesys Express 4.6 Deployment Guide, prompts you to select the switch type that will be used in the Production environment. The switch types listed in the Deployment Wizard are Nortel Meridian, Nortel Symposium, Avaya Communication Manager (formerly called Definity ECS G3), Alcatel A4400, Ericsson MD110, and NEC NEAX, NEC OpenWorX (includes NEC NEAX and NEC Proxy), Cisco CallManager, Aspect ACD, Alcatel A4200, Siemens Hicom 300/HiPath 4000.

Non-voice Media Server

InteractionServer T-Server

SOLUTIONS

SIP Server

SIP TelephonyTraditional Telephony



Note: For more information on Voice T-Server, see Figure 13 on page 58 and the “Sample Interaction Flow” on page 53. Also see the Framework 7.6 Configuration Options Reference Manual and the Genesys Express 4.6 Deployment Guide on the Genesys Documentation Library DVD. Also see the appropriate Genesys reference manual for the T-Server you deployed for Genesys Express.

Stat Server

Note: Genesys Express uses two Stat Servers: Stat Server for routing, and StatServer for reporting as described on page 63. Neither of these Stat Servers is included with the Express CTI suite.

As part of the Services Layer, this Stat Server tracks agent states, extensions, routing points, and queues for routing interactions. Stat Server also tracks Framework components and provides their status to other components when requested. For an architectural diagram, see Figure 8.

Figure 8: Services Layer Architecture

Note: For more information on Stat Server, see “Sample Interaction Flow” on page 53. Also see the Framework 7.6 Stat Server User’s Guide on the Genesys Documentation Library DVD.

Test Simulator (Switch Simulator)Genesys Test Simulator is testing software that reproduces nearly all the functionality of a physical switch. T-Server (see page 48) can connect to the Test Simulator and operate just as it would with an actual switch. Test Simulator is a single process that connects with T-Server and Configuration Server (see page 45). Test Simulator can enter control instructions from its own console, a remote console Telnet session, or the Test Simulator Interface.

DatabaseDB

ServerStat

Server

MediaLayer SOLUTIONS

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Note: The Test Simulator application object is called Switch Simulator in the Simulation solution.

The Test Simulator is accompanied by:• Generic T-Server—A special edition of the Genesys T-Server for use with

the Test Simulator.• Contact Center Activity Simulator (CCAS)—A client application (of T-

Server) that simulates events in a contact center, including answering and transferring calls, attaching data, and routing calls.

• Test Simulator Interface—A special Windows-based client, which connects as a client of the Test Simulator and supports call control functionality for the Test Simulator (see Figure 9).

Figure 9: Test Simulator User Interface, Connection Tab

Note: For more information on Test Simulator, see the 6.5 Genesys Simulator Test Toolkit User’s Guide and the 6.5 Genesys Simulator Test Toolkit Generic T-Server Reference Manual on the Genesys Documentation Library DVD.



Universal Routing ComponentsIf necessary, refer to page 24 for a review of Universal Routing, available for Express Voice and Express Multimedia.This section summarizes the Universal Routing components that you can start/stop through SCI (see Figure 3 on page 40).

Note: A good starting point for more information is the Universal Routing documentation on the Genesys Documentation Library DVD.

Universal Routing Server

Universal Routing Server (URS) runs routing strategies (designed in Interaction Routing Designer) that select the most appropriate agent to handle a given interaction request.URS also sends real-time routing information about interactions, server status, and routing points through Message Server (see page 47).When a call is routed to the VTO platform, URS attaches a script identifier to the call. This call information is passed to VT Server (see page 56) via T-Server. VT Server uses this identifier to determine which script to use to process the call.

Note: For more information on URS, see the “Sample Interaction Flow” on page 53 and the architectural diagram in Figure 11 on page 55. Also look up Universal Routing Server on the Genesys Documentation Library DVD.

ERS DB Server

This component is the connection point between Universal Routing Server and the Genesys_ERS database (see page 71).

Note: For more information, see the Universal Routing documentation listed on page 25. Also see Figure 11 on page 55.

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Sample Interaction Flow

The Sample Interaction Flow Diagram (see Figure 10) illustrates message flow and how Genesys components function with each other when a customer calls the contact center.

Figure 10: Sample Interaction Flow

Call Flow

1. A customer calls the contact center and the interaction enters the premise PBX switch system.

2. The switch informs T-Server of the call’s arrival and asks T-Server how to handle the call.

Note: The exact details of how the call is transferred depend on how you configured this.

3. T-Server queries URS about how to handle the call.4. URS provides T-Server with information about the Script ID and

destination (VT Server) for the call.

PBXSwitch

1

4

T-Server

UniversalRoutingServer VT Server DB Server Stat

Server Agent DN

2

MessageInteraction

3

56

78

910

1112

1314

15



5. T-Server instructs the switch to transfer the call to a VT Server port.6. The switch transfers to call to the VT Server port.7. VT Server plays the default script, which prompts the customer to enter an

account number and VTO attaches the information to the interaction.8. VT Server sends the interaction back to URS through T-Server.9. URS queries the customer database through the DB Server to determine

the customer’s tier and other information.10. The strategy attaches the database information about the customer to the

interaction.11. URS queries Stat Server to determine which appropriately skilled agents

are available.12. URS learns from Stat Server that one or more agents are available and

determines the agent to whom the interaction will be routed.13. URS sends a RequestRouteCall message to the T-Server with the agent

information (DN, Connection ID) and collected customer information.14. T-Server tells the switch to route the interaction to the Agent DN.15. The PBX routes the interaction to the agent while T-Server provides the

attached customer information to the agent’s desktop application.Figure 11 shows an architectural diagram keyed to the interaction flow just described.

Note: To simplify Figure 11, the connection between VT Server and Configuration Server is not shown and Message Server is shown outside the Management Layer.

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Figure 11: Universal Routing Architecture Diagram

Interaction Routing Designer

Interaction Routing Designer (IRD) is used to create the routing strategies run by URS as previously discussed on page 52. Use IRD to create strategies that route interactions according to:• Time and/or date the interaction arrives.• Customer information, such as account numbers or origin of the

interaction.• Agent availability.• Agent skills.• Statistical information collected by Stat Server.• Information stored in databases accessible through DB Server.

Note: For more information on IRD, see the Universal Routing 7.6 Reference Manual on the Genesys Documentation Library DVD. When working in IRD, click the Help menu to access Interaction Routing Designer 7.6 Help.



VTO ComponentsDuring deployment of Express Voice or Express Multimedia, you have the option to install VTO (page 26). The VTO components include Voice Treatment Server (VT Server), Voice Treatment Manager (user interface), and VTPhone.

Voice Treatment Server

Voice Treatment Server runs as a Windows Service (see page 38) on the server and supports processing of voice calls via voice treatment scripts.

Call-Processing Flow

Whenever Universal Routing Server (see page 52) sends a call to a voice treatment port, the routing strategy also specifies which script the VTO should play for that call. When the call arrives, VT Server answers the call and executes the specified script, performing specified actions at sequential points referred to as nodes. The call begins at the main entry node, usually a recording which greets the caller. The script then proceeds from one node to the next. At any given node, there may be one or more possible outcomes, which are represented as branches in the script. The script will follow one branch or another depending on the outcome of the caller’s response to the previous node.

For more information on VT Server, see the Voice Treatment Option 7 Voice Treatment Server User’s Guide on the Genesys Documentation Library DVD.

Note: See “Sample Interaction Flow” on page 53 for an example of a call flow and diagram when a call rings at a VTO port.

Voice Treatment Server and VTO Demo Mode

When the Voice Treatment Option is installed during the deployment process, a Voice Treatment Server is configured for the Demo Mode.When you are ready to move to a Production solution, you must configure Voice Treatment Server to function for a real telephony connection rather than the Demo Mode. See the Genesys Express 4.6 User’s Guide for information.

Voice Treatment Manager

Voice Treatment Manager (VT Manager) is the user interface that enables you to create treatments for incoming calls. These treatments consist of a sequence of points at which a call is treated, either to a voice recording or some other event, depending on various factors you define. You create and save these treatments scripts in the VT Manager (see Figure 12).

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Figure 12: Voice Treatment Manager

Note: For more information, see the Voice Treatment Option 7 Voice Treatment Manager User’s Guide on the Genesys Documentation Library DVD.

Figure 13 shows a greatly simplified flow diagram of VTO in a Genesys Express environment.



Figure 13: Example Call Flow Diagram of VTO in a Genesys Express Environment

Note: See “Sample Interaction Flow” on page 53 for another example of a call flow.

VTPhone

The VTO Demo Mode models incoming calls through the GUI component imitating the caller’s phone set, VTPhone. VTPhone generates calls via communication with the Generic T-Server.Generated calls are then handled by the components of the Simulation solution, which include Switch Simulator and Generic T-Server, and optionally, Universal Routing Server. The generated call may be logically processed by the Simulation solution as a real call, including attaching data and applying routing strategies. The simulated call is then delivered to VTServer for treatment.

Note: If you want to run the Simulation solution, you must install the Standard Model Environment separately after deploying Genesys Express 4.6.

1. Call comes into Routing Point on PBX.

4. Call is routed to most

3. URS queries Stat Serverfor agent status.

appropriately skilled agent.

All applicationsretrieve configurationinformation fromConfig Manager.

Creates the scriptsused by VT Server

.

2. Call is transferred toVTO and VTO asks customer for accountnumber request type(service of info). URSuses that number fordata dip to get customer tier and other information.

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VTServer treats the incoming call using the same scripts and voice recordings as it would a real call. VTServer uses the Windows audio subsystem to perform voice playback and recording for the call.The caller’s Dual Tone Multi Frequency (DTMF) input is simulated by VTPhone and is communicated to VTServer directly. VTServer processes DTMF input the same way as it does the DTMF input recognized by Dialogic.While the call is being processed by the simulated environment and treated by VTServer, VTPhone monitors and displays the call state and attached data.The simulated call may be:• Terminated using VTPhone (simulating the caller’s hang up);• Transferred by a VTO script for further processing by other components of

the simulated environment or• Transferred by the Universal Routing Server for further processing.Figure 14 shows the VTPhone dialog box after the user has logged in.

Figure 14: VTPhone Dialog Box

IVR Link ComponentsDuring the deployment of Genesys Express, you have the option to configure Genesys Express to support an IVR. You can choose one of the IVRs associated with the IVR Interface Option (page 28) or you can choose Genesys Voice Platform associated with Genesys Voice Platform (GVP). The components that are configured and installed by Genesys Express include Tserver_IVR and I-Server. These two components make up IVR Server.



Tserver_IVR

Tserver_IVR is a virtual T-Server residing within IVR Server. When a vendor-provided IVR is connected directly to the PSTN without a premise switch, the configuration is called IVR-In-Front. In this configuration, there may be no T-Server to connect to because there is no premise switch. Tserver_IVR takes on the T-Server role in the IVR-In-Front configuration. IVR Server operating in IVR-In-Front mode is designed to support IVRs that are connected directly to a PSTN by performing functions similar to a regular T-Server.When an IVR is considered a termination point for incoming calls, no premise switch is involved, and no local T-Server receives notification of the incoming call. Instead, IVR Server operating in IVR-In-Front mode provides this functionality.

Note: There are occasions with IVR-In Front that you may also want a premise switch and a local T-Server.

I-Server

I-Server is one of two components that make up IVR Server. I-Server enables load balancing statistics and other IVR Server functions.

Genesys Voice Platform Configuration Object

If you selected the IVR Link type Genesys Voice Platform during the deployment of Genesys Express, in addition to the Tserver_IVR and I-Server being created, the Deployment Wizard also creates a configuration object called GVP. This object is the Voice Communication Server for GVP. After installing Genesys Express, you must install GVP (purchased in addition to Genesys Express). During this installation, you will be asked to select this GVP configuration object.For more information on Genesys Voice Platform and its components, see the Genesys Voice Platform 7.6 Deployment Guide and its other associated documentation.

MCR ComponentsGenesys Express includes a limited number of MCR components. Express Voice users have the option to deploy the Contact Management components, Contact Server and Contact Server Manager. Express Multimedia automatically includes Contact Server, Contact Server Manager, E-mail Server Java, MCR Interaction Server, Knowledge Manager, and Classification Server when users install the solution. Chat Server is an optional component. The sections that follow summarize the servers and processes.

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If necessary, refer to page 29 for a review of Genesys MCR.A good starting point for more information on MCR components is the Multi-Channel Routing documentation on the Genesys Documentation Library DVD. Also see “Multimedia Documentation” on page 30.

Note: Express CTI does not include MCR functionality.

Contact Server Manager

Contact Server Manager, which resides on Contact Server, is a utility for setting Contact Server database pruning and archiving functions. To access Contact Server Manager, Database Server and Configuration Server must be running.

E-Mail Java Server (Express Multimedia Only)

E-mail Server Java (called EMail Server in the solution) mediates between the enterprise e-mail server, the Contact Server database, and MCR Interaction Server.E-mail Server collects incoming e-mail messages from the POP Box and analyzes the message content. Based on specified rules configured in Knowledge Manager, E-mail Server determines whether the e-mail is suitable for an automated response, an agent response, or both.• If the message can be responded to automatically, a response is retrieved

from Contact Server and sent to the web visitor.• If an agent must respond to the message, a new interaction is created and

the information collected during content analysis is attached.

MCR Interaction Server (Express Multimedia Only)

MCR Interaction Server receives e-mail requests and converts them into a format understood by Framework. MCR Interaction Server also broadcasts non-PBX events to all registered components and applications. It tracks whether agents are registered and logged in. It is associated with a virtual switch, which exists only in the Configuration Layer.

MCR Chat Server (Express Multimedia Only)

Chat works with Web API Server to open, conduct, and close chat interactions between agents and customers.



Reporting ComponentsThe reporting component, CCPulse+, is part of the Reporting Layer, and is available with Express Voice and Express Multimedia. This layer provides real-time and historical data on almost every aspect of contact center business that uses the Genesys system.If necessary, refer to page 30 for a review of Genesys Reporting.

Note: A good starting point for more information about Reporting components is the Reporting Index on the Genesys Documentation Library DVD.

CCPulse+

CCPulse+ provides both real-time and historical reporting.

Real-Time Reporting

CC Pulse+ monitors agent performance in real time and displays the information for supervisors and managers via on-screen reports (views).

Note: For more information, see the Reporting 7.5 Deployment Guide on the Genesys Documentation Library DVD. When using CCPulse+, click the Help menu to access Reporting 7.5 CCPulse+ Help.

Historical Reporting

Using CCPulse+, contact center managers can generate reports that provide historical information about the performance of various contact center objects, as well as performance filtered by business rules. Figure 15 shows an architectural diagram of components used for historical reporting.

Figure 15: Historical Reporting

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Note: A good starting point for more information is the Reporting Index on the Genesys Documentation Library DVD.

StatServerReporting

Note: Genesys Express uses a separate Stat Server for reporting purposes called StatServerReporting.

Stat Server receives information from T-Server and converts accumulated data for directory numbers, agents, agents groups, and the like into statistical information. Stat Server supplies statistical calculations to other Genesys applications, such as Data Sourcer, upon request. For an architectural diagram, see Figure 18 on page 67.

Data Modeling Assistant

Data Modeling Assistant (DMA) is a GUI for configuring historical reporting. DMA enables:• Business analysts to define Report Layouts (which specify relationships

between objects and statistics).• IT engineers to define the rudimentary collection-time interval for which

data is retrieved from Stat Server.DMA is a client of three servers:• DB Server—DMA reads data from and writes data to the Operational Data

Storage (ODS) specified by the Database Access Point.• Configuration Server—DMA reads information from the Configuration

Server about all configured Data Sourcer applications and their corresponding Database Access Points as well as all configured objects within the tenant(s) such as agents queues, routing points, and places. DMA writes updated information about statistical types, time profiles, time ranges, and filters to the Configuration Server to update the corresponding Stat Server configuration.

• Data Sourcer—DMA sends information to Data Sourcer (see page 64) regarding the activation and deactivation of Report Layouts.

For an architectural diagram, see Figure 18 on page 67.

Note: For more information, see the Reporting documentation listed on page 33. When working in DMA, click the Help menu to access Reporting 7.2 Data Modeling Assistant Help.



Data Sourcer

Data Sourcer periodically collects statistical information (such as profiles, time ranges, and statistical filters) from StatServerReporting about current contact center objects.You can view host and associated Data Sourcer information in ETL Assistant. Figure 16 shows the Report Views tab of ETL Assistant with Data Sourcer information.

Figure 16: Data Sourcer Information in ETL Assistant

For each object specified in DMA, Data Sourcer obtains statistical data for consecutive time intervals of assigned durations and writes this information to the ODS (see Table 6 on page 71). Data in the ODS is later retrieved by the Extraction, Transformation, and Loading (ETL) Runtime Service module (see page 66). Data Sourcer functions as both a client and a server.

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Data Sourcer as a Client

Data Sourcer is a client of three Framework layers:• Configuration Layer—Data Sourcer reads information from the

Configuration Server about configuration objects for which statistics are collected and writes information about statistical parameter (time range, time profile, filter, statistical type) changes to ODS.

• Services Layer—Data Sourcer collects statistical information from Stat Server about current objects that belong to particular Report Layouts. For each specified object, Data Sourcer obtains specified statistical data in blocks of time specified by the collection-time interval.DB Server—Data Sourcer writes the data collected from Stat Server to ODS for temporary storage before the ETL Runtime process begins (see page 66).

• Management Layer—Data Sourcer is integrated with the Genesys log system and Solution Control Interface through the Local Control Agent.

Data Sourcer as a Server

Data Sourcer is the server for DMA. Data Sourcer receives updates on the:• Creation, deletion, activation, and deactivation of report layouts.• Creation and modification of statistical parameters.Figure 17 shows an architectural diagram.

Figure 17: Data Sourcer Architecture

Also see Figure 15 on page 62.



ETL Assistant

ETL stands for extraction, transformation, and loading. ETL Assistant is the historical reporting component that enables you to:• Define the inputs to ETL Runtime for writing to the reporting Data Mart.• Review Data Mart content (see Figure 15 on page 62).• Establish a purge schedule for Data Mart elements.For an architectural diagram, see Figure 18.

Note: For more information on ETL Assistant, see the Reporting 7.5 Deployment Guide and the Reporting 7.2 ETL Runtime User’s Guide on the Documentation Library DVD. When working in ETL, click the Help menu to access Reporting 7.2 ETL Assistant Help.

ETL Runtime Service (ETLService)

Prior to the ETL process, every 15 minutes Data Sourcer (see page 64) writes raw transactional statistics to the ODS (see Table 6 on page 71). From the ODS, the ETL Runtime Service occurs automatically, at regular, predefined intervals. Every hour at 11 minutes after the hour, the raw data in the ODS is extracted, transformed (precalculated to percentages and averages, and presummarized) and loaded into a Data Mart (see Table 6 on page 71) designed for reporting and analysis queries. Figure 18 shows an architectural diagram for Express Voice.

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Figure 18: Reporting Components Architecture for Express Voice

Note: Maintain at least 1 GB for ODS data collection. This recommendation assumes 50–100 agents and an ODS backlog of 3–6 days without running ETL.

For more information, see the Reporting 7.5 Deployment Guide, Reporting 7.2 ETL Assistant Help, and the Reporting documentation listed on page 33.

StatServer

DataSourcer

ETLRuntimeEngine

Data Mart

CCPulse+

DataModelingAssistant

ETLAssistant

ODSDB Server

Report Layouts

ConfigurationServer

Data Collection

Data Mart

Information Delivery

DB Server


Chapter 3: Solutions and Applications Genesys Desktop

Genesys DesktopGenesys Desktop is a desktop application that allow agents in the contact center to handle customer interactions. They have streamlined GUIs that support all contact center interactions on the same desktop. For Express CTI and Express Voice this includes voice interactions. For Express Multimedia, this includes voice and e-mail interactions.

Note: For information on using Genesys Desktop see the online help file within the Genesys Desktop application.

After logging in, use Genesys desktop to:• Answer a call.• Access customer information from past interactions.• Record customer information.• Transfer a call.• Put a customer on hold.• Hold a conference call.• Hang up (disconnect from a customer).• Become ready for a new call.• Make a customer call.Genesys Desktop is not installed but accessed through an URL to the Genesys Desktop server through Internet Explorer.

Note: For details on Genesys Desktop, see the Genesys Express 4.6 User’s Guide on the Documentation Library DVD, or Genesys Desktop 7.6 Help, available by clicking the Help button on the toolbar.

Delivery ServerBy default, Express Voice and Express Multimedia supply Delivery Server from which you can download applications. Agents and supervisors access Delivery Server using Internet Explorer from which they can easily install:• The CCPulse+ application (page 31) on supervisor workstations.

Note: The first time you connect to the Delivery Server from the Express server, a License Agreement web page appears and must be accepted before users on remote computers can access the Delivery Server to download applications.

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Chapter 3: Solutions and Applications Databases

DatabasesThe Deployment Wizard installs the Microsoft® SQL Server 2005 Express Edition, a data storage and query processor used for solution development. Once you move from a testing environment to a production environment, you must upgrade the database, for example, to Microsoft SQL Server 2005, including its user interface. The information in this section assumes the upgrade has already taken place as described in the Genesys Express 4.6 Deployment Guide.

Notes: • If you are using Microsoft SQL Server 2005 Express Edition, you

can obtain a free management tool, Microsoft SQL Server Management Studio Express from the Microsoft website, www.microsoft.com.

• Microsoft SQL Server 2005 Express Edition is a limited version of Microsoft SQL Server 2005 so its database has a limited storage capacity. For more information on the limitations, go to www.microsoft.com/sql/editions/express/default.mspx.

Once the upgrade has taken place, access the databases as follows:1. Select Start > Programs > MS SQL Server 2005 > Enterprise Manager.

The SQL Server Enterprise Manager window opens.2. Expand the SQL Server Group folder.3. Expand the Genesys Express server folder.4. Expand the Databases folder. (Figure 19 shows the databases for Express

Multimedia.)



Figure 19: Databases Used by Express Multimedia

Note: Express Multimedia uses databases not used by Express Voice and Express CTI. See Table 6 on page 71 for a complete list of databases.

Viewing TablesTo view rows and column names in a table:1. Expand the folder for the table; for example, expand the Genesys_ERS

folder (see Figure 19).2. Click Tables under Genesys_ERS to view the tables in the Genesys_ERS

database.

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In the right pane, if you right-click a table name and select Open Table > Return Top, a window will open showing the rows and columns in that table.

List of DatabasesTable 6 provides a list and description of the databases used by the Genesys Express suites (Express CTI, Express Voice, and Express Multimedia).

Table 6: List of Databases

Databases Description

GCTI76 This database contains configuration objects that appear in Configuration Manager.

Genesys_ERS This database can be used as a framework for creating tables that store information used by Universal Routing Server for routing interactions.

Genesys_Log This database contains the logs (Standard and Trace level) generated by the applications.

ETL Data Mart database for historical reporting (page 66).

ODS Data Sourcer database for historical reporting (page 62).

MCR_UCS This database is for Universal Contact Server. Note: This database is created when Express Multimedia is deployed. It is also created for Express Voice if the Contact Management option is selected during deployment.

MCR_UCS_Archive This Archive database is also for Universal Contact Server. Note: This database is created when Express Multimedia is deployed. It is also created for Express Voice if the Contact Management option is selected during deployment.

MCR_IS The database for MCR Interaction Server, which stores incomplete interactions that have not been closed by an agent. In case MCR Interaction Server restarts, all information in this database is used as a starting point for MCR Interaction Server activity.


Chapter 3: Solutions and Applications Configuration Objects

Configuration ObjectsWhen Genesys Express is deployed on the target servers, configuration objects are created and stored in Configuration Database. Configuration Manager provides an interface for viewing/manipulating configuration data in the GCTI76 database. This section describes some of the objects.

Environment FolderIn the subfolders under Environment in Configuration Manager, you will find configuration settings for the following items:

Alarm Conditions

Alarm conditions apply to events that must be known and managed as soon as they occur. The alarm conditions listed here and reflected in SCI are Connection Failure, Application Failure, CTI Link Failure, Licensing Error, and Host Inaccessible.

Application Templates

These models are used for registering new applications in the database.

Applications

These various Genesys software programs serve the contact center and are integrated into Express CTI, Express Voice (see Figure 20) and Express Multimedia.

Outbound This database is used by Outbound Contact Server.

CallCon This database is used by Call Concentrator.

Table 6: List of Databases (Continued)

Databases Description

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Figure 20: Configuration Manager, Applications

There are two types of applications: GUI applications and server applications. A majority of the applications are server applications; all managers and wizards are GUI applications.



Hosts

These machines run the various CTI application servers in the environment. In the delivered solution, there can be one or more Express Servers host machines. See Table 7 for an example of a host configuration.

Solutions

These sets of application functions accomplish particular business tasks in contact centers. See Table 8.

Note: See Table 5 on page 42 for a list of solution applications for Genesys Express 4.6.

Table 7: Configuration Manager, Host Information

Host Name IP Address OS Type Version LCA Port State Enabled

Your Express server name (read from server during installation)

The IP address for your Express server (read from server during installation)

Windows 2000/Windows 2003/

5.0 4999 Yes

Table 8: Configuration Manager, Solution Information

Name Solution Type Solution Control Server Name

State Enabled

Production Express Solution Control Server

Yes

Simulation Express Solution Control Server

Yes

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Switching Offices

You cannot register a switch (Table 10 on page 78) under the Resources folder unless you previously registered a switching office to accommodate it. The type of switching office available depends on the switch selected during the installation process. See Table 9 for the list of switching offices.

Resources FolderThe subfolders under Resources contain the Configuration Database objects described below.

Table 9: Configuration Manager, Switching Offices

Switching Office Name Switch Type State Enabled

VoiceSwitchingOfficeSimulation Generic Switch Yes

SwitchingOfficeG3 Avaya Communication Manager Yes

SwitchingOfficeA4400 Alcatel 4400 Yes

SwitchingOfficeA4200 Alcatel 4200 Yes

SwitchingOfficeSymposium Nortel Communication server 1000 with SCCS/MLS

Yes

SwitchingOfficeCiscoCM Cisco Call Manager Yes

SwitchingOfficeHic300Hi4000 Siemens HiPath 4000 Yes

SwitchingOfficeAspect Aspect Call Center Yes

SwitchingOfficeNEAX NEC NEAX Yes

SwitchOpenWorX NEC NEAX Yes

SwitchingOfficeMeridian1TCP Nortel Meridian 1 Yes

SwitchingOfficeMD110 Ericsson MD110 Yes

SwitchingOfficeMCR Multimedia Switch Yes

SwitchingOfficeIVR Virtual Switch for IVR Yes

SwitchingOfficeSIPCS SIP Switch Yes



Access Groups

Access groups are groups of Persons who need to have the same set of permissions with respect to Configuration Database objects.

Action Codes

Action Codes enable agents to report the business results of customer interactions, as well as to explain the reasons for certain operations. These are not supplied with Genesys Express.

Agent Groups

Agent Groups are a group of agents who provide particular sets of contact center services.

Calling Lists

Calling Lists are references to tables of information about the numbers to be called during an outbound campaign. These are not supplied with Genesys Express.

Campaigns

Campaigns are structures for organizing and managing an automated process of making outbound calls to the destinations specified in Calling Lists. These are not supplied with Genesys Express.

DN Groups

These groups may be used in network-level routing algorithms and in some types of statistics. These are not supplied with Genesys Express.

Fields

Fields are single pieces of data within more complex data structures (for example, database records).

Filters

Filters are used for specifying conditions of data selection from a data repository (for example, from a database table.)

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Formats

Formats are used to specify Fields that form a data structure.

IVRs

IVRs (Interactive Voice Responses) are telephony objects consisting of IVR ports. These are supplied with Genesys Express if IVR Link is selected during deployment.

Persons

Persons are the contact center personnel, including agents, who need access to CTI applications.

Place Groups

Place groups are used if, according to the call-processing algorithms, the calls need to be distributed among a set of Places under the control of CTI applications rather than through the ACD mechanisms of the switch. These are not supplied with Genesys Express.

Places

A Place is a location that has one of more DNs operated by a single agent. These are not supplied with Genesys Express.

Scripts

Scripts identify processing scenarios (for example, a routing strategy) or treatments that can be applied to customer interactions.

Skills

Skills are qualities or abilities that agents possess that affect how they are placed in a contact center hierarchy.

Statistical Days

A Statistical Day is a numerically expressed workload that a particular Agent Group is expected to handle during a business day. These are not supplied with Genesys Express.



Statistical Tables

Statistical Tables are groups of Statistical Days that represent statistically modeled performances of Agent Groups over a calendar period of up to one year. These are not supplied with Genesys Express.

Switches

Table 10 lists the Switch definitions supplied with Genesys Express.

See also Table 9, “Configuration Manager, Switching Offices,” on page 75.

Table 10: Switches

Switch Name Type

VoiceSwitchSimulation Generic Switch

SwitchG3 Avaya Communication Manager

SwitchA4400 Alcatel 4400

SwitchA4200 Alcatel 4200

SwitchSymposium Nortel Communication Server 1000 with SCCS/MLS

SwitchCiscoCM Cisco CallManager

SwitchHic300Hi4000 Siemens HiPath 4000

SwitchAspect Aspect Call Center

SwitchNEAX NEC NEAX

SwitchingOfficeOpenWorX NCE NEAX

SwitchMeridian1TCP Nortel Meridian 1

SwitchMD110 Ericsson MD110

SwitchMCR Multimedia Switch

SwitchIVR Virtual Switch for IVR

SwitchSIPCS SIP Switch

Reference Manual 79


VoiceSwitchProduction Agent Logins

You must configure agent logins for your Production solution.

Note: VoiceSwitchProduction is a generic name for all Voice Switch names. You should substitute the name of your switch in place of Production. Refer to Table 10 for the list of switch definitions supplied with Genesys Express.

VoiceSwitchProduction DNs

You must configure production DNs for your Production solution.

Note: VoiceSwitchProduction is a generic name for all Voice Switch names. You should substitute the name of your switch in place of Production. Refer to Table 10 for the list of switch definitions supplied with Genesys Express.

SwitchMCR Agent Logins (Express Multimedia Only)

Expand the Switches folder and then the SwitchMCR folder.

SwitchMCR DNs (Express Multimedia Only)

Expand the Switches folder in Configuration Manager and then the SwitchMCR folder.

VoiceSwitchSimulation Agent Logins

Expand the Switches folder and then the VoiceSwitchSimulation folder. If you install the Standard Model Environment after deploying Genesys Express, VoiceSwitchSimulation Agent Logins are configured. See the Genesys Express 4.6 Standard Model Environment User’s Guide for more information.

VoiceSwitchSimulation DNs

Expand the Switches folder and then the VoiceSwitchSimulation folder. If you install the Standard Model Environment after deploying Genesys Express, VoiceSwitchSimulation DNs are configured. See the Genesys Express 4.6 Standard Model Environment for more information.



SwitchSIPCS Agent Logins

Expand the Switches folder and then the SwitchSIPCS folder. You must configure agent logins for your Production solution.

SwitchSIPCS DNs

Expand the Switches folder and then the SwitchSIPCS folder. You must configure DNs for your Production solution.

Table Access

Table Access objects describe database tables of a specified Format and explain how these tables can be accessed through Database Access Points.

Time Zones

Time Zones are defined in the Time Zones folder.

Transactions

Transactions define how CTI applications calculate customer-defined statistics.

Treatments

Treatments describe sets of actions performed upon a specific call.

Voice Prompts

Voice Prompts are called treatment objects an may include a set of actions to be applied to a called party. Used for the Genesys Interactive Voice Response (IVR) product. These are not supplied with Genesys Express.

Note: For more information on Configuration Manager, see the Framework 7.6 Deployment Guide, the Framework 7.6 Configuration Options Reference Manual, and the Framework 7.6 DB Server User’s Guide on the Genesys Documentation Library DVD. Also see Framework 7.6 Configuration Manager Help in Configuration Manager.

Reference Manual 81

Index

Aaccess group . . . . . . . . . . . . . . . . . 76Actions Wizard . . . . . . . . . . . . . . . . 32agent

logins by switch . . . . . . . . . . . . . . . 79alarm conditions . . . . . . . . . . 41, 46, 47, 72alarm signaling . . . . . . . . . . . . . . . . 38Alcatel A4200 switch . . . . . . . . . . . . . 18Alcatel A4400 switch . . . . . . . . . . . . . 18Apache . . . . . . . . . . . . . . . . . . . . 16application version numbers . . . . . . . . . 11applications

Configuration Manager . . . . . . . . . . . 72failure . . . . . . . . . . . . . . . . . . 38, 72Framework . . . . . . . . . . . . . . . . . 44Routing . . . . . . . . . . . . . . . . . 52, 62templates . . . . . . . . . . . . . . . . . . 72

architectural diagramsConfiguration Server . . . . . . . . . . . . 46Data Sourcer . . . . . . . . . . . . . . . . 65Reporting Layer . . . . . . . . . . . . . . . 62Solution Control Server . . . . . . . . . . . 48Stat Server. . . . . . . . . . . . . . . . . . 50T-Server . . . . . . . . . . . . . . . . . . . 49Universal Routing . . . . . . . . . . . . . . 52VTO . . . . . . . . . . . . . . . . . . . . . 58

Aspect ACD switch . . . . . . . . . . . . . . 18Attached Data . . . . . . . . . . . . . . . . 22attached data . . . . . . . . . . . . . . . . . 23audience

defining . . . . . . . . . . . . . . . . . . . 6automated responses . . . . . . . . . . . . 30Avaya Definity ECS G3 switch . . . . . . . . 18

BBrowser . . . . . . . . . . . . . . . . . . . 16business data . . . . . . . . . . . . . . . . 23

CCall Concentrator . . . . . . . . . . . . . . .17CallConcentrator

startup priority . . . . . . . . . . . . . . . . 44canned text . . . . . . . . . . . . . . . . . .30CC Analyzer

Collection Service. . . . . . . . . . . . . . 64Stat Server . . . . . . . . . . . . . . . . . 13

CC Pulse. . . . . . . . . . . . . . . . . . 13, 73CCA Data Sourcer . . . . . . . . . . . . . 13, 64cfg_dbserver . . . . . . . . . . . . . . . . 12, 73chapter summaries

defining . . . . . . . . . . . . . . . . . . . .6Chat Server . . . . . . . . . . . . . . . . . .17Cisco CallManager switch . . . . . . . . . . .18Cisco Stream Manager

startup priority . . . . . . . . . . . . . . . . 43Cisco Stream Manager switch . . . . . . . . .18commenting on this document . . . . . . . . .10components

Framework . . . . . . . . . . . . . . . . . 44Genesys Voice Platform . . . . . . . . . . 60GVP . . . . . . . . . . . . . . . . . . . . . 59IVR . . . . . . . . . . . . . . . . . . . . . 59Reporting . . . . . . . . . . . . . . . . . . 62Universal Routing . . . . . . . . . . . . . . 52VTO . . . . . . . . . . . . . . . . . . . . . 56

configuration database objects . . . . . . . .75Configuration Layer . . . . . . . . . . . . . .22Configuration Manager . . . . . . . . . . . .73

application . . . . . . . . . . . . . . . . . 46Base software . . . . . . . . . . . . . . . . 12

Configuration Server . . . . . . . . . . . . . .46application . . . . . . . . . . . . . . . . . 73Base software . . . . . . . . . . . . . . . . 12function . . . . . . . . . . . . . . . . . . . 45

Connection Failure alarm condition . . . . . .72Contact Center Activity Simulator . . . . . 18, 51contact history . . . . . . . . . . . . . . . . .30

Index


Contact Serveroverview . . . . . . . . . . . . . . . . . . . 61startup priority . . . . . . . . . . . . . . . . 43

Contact Server Manager . . . . . . . . . . . 17overview . . . . . . . . . . . . . . . . . . . 61

Contact Server ServiceGenesys software . . . . . . . . . . . . . . 17

CPD (Call Progress Detection Server)startup priority . . . . . . . . . . . . . . . . 43

CTI Link Failure . . . . . . . . . . . . . . . 72CustomDBServer for Routing

startup priority . . . . . . . . . . . . . . . . 43customer tier . . . . . . . . . . . . . . . . . 54

DData Mart . . . . . . . . . . . . . . . .33, 64, 66Data Modeling Assistant . . . . . . 13, 33, 63, 73Data Sourcer . . . . . . . . . . . . . .13, 64, 73

startup priority . . . . . . . . . . . . . . . . 43Data Sourcer DB Server . . . . . . . . . . . 13Data Sourcer DBServer

startup priority . . . . . . . . . . . . . . . . 43Data Sourcer for Stat Server . . . . . . . . . 64database migration . . . . . . . . . . . . . . 16database objects in Configuration Manager . 75databases

reporting . . . . . . . . . . . . . . . . . . . 64SQL server . . . . . . . . . . . . . . . . . 69

DataSourcer DB Server . . . . . . . . . . . 73DataSourcerDAP . . . . . . . . . . . . . . . 73DB Server

definition . . . . . . . . . . . . . . . . . . . 45diagram . . . . . . . . . . . . . . . . . . . 50interaction flow . . . . . . . . . . . . . . . 53

DB Server (routing)startup priority . . . . . . . . . . . . . . . . 43

DBServer for CallConcentratorstartup priority . . . . . . . . . . . . . . . . 44

DBServer for DataMartstartup priority . . . . . . . . . . . . . . . . 43

DBServer for Outboundstartup priority . . . . . . . . . . . . . . . . 43

Decision Support System Architecture . . . . 32Delivery Server . . . . . . . . . . . . . . . . 14

startup priority . . . . . . . . . . . . . . . . 43diagram

Configuration Server . . . . . . . . . . . . 46Message Server . . . . . . . . . . . . . . . 48SCI . . . . . . . . . . . . . . . . . . . . . 48Stat Server. . . . . . . . . . . . . . . . . . 50T-Server . . . . . . . . . . . . . . . . . . . 49Universal Routing . . . . . . . . . . . . . . 52VTO . . . . . . . . . . . . . . . . . . . . . 58

directoryEnvironment . . . . . . . . . . . . . . . . . 72

directory numbers . . . . . . . . . . . . . . .78DMA . . . . . . . . . . . . . . . . . . . . . .63DN groups . . . . . . . . . . . . . . . . . . .76DNs . . . . . . . . . . . . . . . . . . . . . .78document

conventions . . . . . . . . . . . . . . . . . .7errors, commenting on . . . . . . . . . . . 10version number . . . . . . . . . . . . . . . .7

documentationFramework . . . . . . . . . . . . . . . . . 23IVR Interface Option . . . . . . . . . . . . 29Multimedia . . . . . . . . . . . . . . . . . 30Reporting . . . . . . . . . . . . . . . . . . 33Universal Routing . . . . . . . . . . . . . . 25VTO . . . . . . . . . . . . . . . . . . . . . 27

Dual Tone Multi Frequency . . . . . . . . . .59

Ee-mail

forwarding. . . . . . . . . . . . . . . . . . 30server software . . . . . . . . . . . . . . . 16

E-mail Server Javaoverview . . . . . . . . . . . . . . . . . . 61startup priority . . . . . . . . . . . . . . . . 43

Environment directory . . . . . . . . . . . . .72Ericsson MD110 . . . . . . . . . . . . . . . .18ERS DB Server . . . . . . . . . . . . . . 52, 73ERSDAP . . . . . . . . . . . . . . . . . . . .73ERSDBServer . . . . . . . . . . . . . . . . .14ETL

databases . . . . . . . . . . . . . . . . . . 71extraction process . . . . . . . . . . . . . 66Proxy . . . . . . . . . . . . . . . . . . . . 73Runtime . . . . . . . . . . . . . . . . . 33, 73Server . . . . . . . . . . . . . . . . . . . . 73

ETL Assistant . . . . . . . . . . . . . . . . .13ETL_Proxy . . . . . . . . . . . . . . . . . . .13ETLService . . . . . . . . . . . . . . . . . .13

startup priority . . . . . . . . . . . . . . . . 43Express CTI . . . . . . . . . . . . . . . . . . 5Express Multimedia . . . . . . . . . . . . . . 5Express Voice . . . . . . . . . . . . . . . . . 5Extended Current Status window . . . . . . .32extraction from ODS for reporting . . . . . . .66

Ffailures . . . . . . . . . . . . . . . . . . . 38, 72fault management . . . . . . . . . . . . . . .38fields in Configuration Manager . . . . . . . .76FLEXlm . . . . . . . . . . . . . . . . . . . .16FLEXlm License Manager . . . . . . . . . . .38formats . . . . . . . . . . . . . . . . . . . . .77forwarding e-mail . . . . . . . . . . . . . . .30

Index

Reference Manual 83

FrameworkAccess Control function . . . . . . . . . . . 22Alarm Processing function. . . . . . . . . . 22Attached Data Distribution function . . . . . 22Configuration function . . . . . . . . . . . . 22documentation. . . . . . . . . . . . . . . . 23External Interfaces function . . . . . . . . . 22Fault Management . . . . . . . . . . . . . 22functions . . . . . . . . . . . . . . . . . . . 22servers and processes . . . . . . . . . . . 44Solution Control function . . . . . . . . . . 22Troubleshooting function . . . . . . . . . . 22

GGCTI database . . . . . . . . . . . . . . .45, 71Generic T-Server . . . . . . . . . . . . . .18, 51Genesys databases . . . . . . . . . . . . . 69Genesys Desktop

startup priority . . . . . . . . . . . . . . . . 43Genesys Express

Express CTI . . . . . . . . . . . . . . . . . 5Express Multimedia . . . . . . . . . . . . . 5Express Voice . . . . . . . . . . . . . . . . 5family of solutions . . . . . . . . . . . . . . 5optional components . . . . . . . . . . . . 17standard components . . . . . . . . . . . . 12third party software . . . . . . . . . . . . . 15

Genesys Voice Platform . . . . . . . . . . . 17Genesys Web Server . . . . . . . . . . . . 14GVP . . . . . . . . . . . . . . . . . . . . . 60

startup priority . . . . . . . . . . . . . . . . 43

HHamster Mail Server third party software . . 16history of contacts . . . . . . . . . . . . . . 30Host Inaccessible alarm condition . . . . . . 72hosts in Configuration Manager . . . . . . . 74

IInteraction Routing Designer

application in the Configuration Layer . . . . 73Base software . . . . . . . . . . . . . . . . 14starting. . . . . . . . . . . . . . . . . . . . 55

Internet Contact Centerautomated responses . . . . . . . . . . . . 30contact history . . . . . . . . . . . . . . . . 30universal queue . . . . . . . . . . . . . . . 30

Internet Contact Solutiondocumentation. . . . . . . . . . . . . . . . 30features . . . . . . . . . . . . . . . . . . . 30

I-Server. . . . . . . . . . . . . . . . . . .17, 60

IVR Interface Optiondocumentation . . . . . . . . . . . . . . . 29

IVR ServerI-Server . . . . . . . . . . . . . . . . . . . 60Tserver_IVR. . . . . . . . . . . . . . . . . 60

IVRs in Configuration Manager . . . . . . . .77

Llayout templates . . . . . . . . . . . . . . . .63LCA . . . . . . . . . . . . . . . . . . 12, 22, 47License Manager . . . . . . . . . . . . . . .16Licensing Error alarm condition . . . . . . . .72Local Control Agent . . . . . . . . . . 12, 22, 47log database . . . . . . . . . . . . . . . . . .71Log DB Server . . . . . . . . . . . . . . . 12, 46logging . . . . . . . . . . . . . . . . . . . 38, 41

MManagement Layer . . . . . . . . . . . . . .22MCR . . . . . . . . . . . . . . . . . . . . . .43MCR Chat Server

startup priority . . . . . . . . . . . . . . . . 43MCR Classification Server

startup priority . . . . . . . . . . . . . . . . 43MCR Components . . . . . . . . . . . . . . .60MCR EMailServerJava. . . . . . . . . . . . .14MCR Interaction Server . . . . . . . . . . . .14

startup priority . . . . . . . . . . . . . . . . 43MCR Interaction Server DBServer

startup priority . . . . . . . . . . . . . . . . 43MCR InteractionServer DBServer . . . . . . .14Media Layer . . . . . . . . . . . . . . . . . .23Message Server . . . . . . . . . . . . . . . .46

architectural diagram . . . . . . . . . . . . 48Base software . . . . . . . . . . . . . . . . 12function of . . . . . . . . . . . . . . . . . . 47

Microsoft Internet Explorer 6.0. . . . . . . . .16migrating to MS SQL 2000. . . . . . . . . . .16Model Environment

access groups. . . . . . . . . . . . . . . . 76Environment folder . . . . . . . . . . . . . 72switches. . . . . . . . . . . . . . . . . . . 78

monitoring objects . . . . . . . . . . . . . . .32MS SQL Server 2000 . . . . . . . . . . . . .69MS-Tserver

overview . . . . . . . . . . . . . . . . . . 61

NNEC NEAX switch . . . . . . . . . . . . . . .18NEC OpenWorX switch . . . . . . . . . . . .18

Index


NECProxystartup priority . . . . . . . . . . . . . . . . 42

Nortel Meridian 1 switch . . . . . . . . . . . 18Nortel Symposium switch . . . . . . . . . . 18

OODS . . . . . . . . . . . . . . . . 33, 64, 66, 71operating system

Windows 2000 Server . . . . . . . . . . . . 16Windows 2003. . . . . . . . . . . . . . . . 16

optional components . . . . . . . . . . . . . 17Outbound Contact . . . . . . . . . . . . . . 17Outbound Contact Server


PPBX

interaction diagram . . . . . . . . . . . . . 53PBX Simulator . . . . . . . . . . . . . . . . 50PBX T-Server. . . . . . . . . . . . . . . . . 48POP3 server . . . . . . . . . . . . . . . . . 16Production solution . . . . . . . . . . . . . . 42

Rreadme.htm . . . . . . . . . . . . . . . . . 11real-time status . . . . . . . . . . . . . . . . 38real-time views . . . . . . . . . . . . . . . . 32Report Layouts . . . . . . . . . . . . . . . . 63Reporting

CC Pulse . . . . . . . . . . . . . . . . . . 32Data Mart . . . . . . . . . . . . . . . . . . 66documentation. . . . . . . . . . . . . . . . 33extraction assistant . . . . . . . . . . . . . 66Operational Data Store . . . . . . . . . . . 64

Reporting Layer . . . . . . . . . . . . . . . 31Resources directory . . . . . . . . . . . . . 75Response Manager

overview . . . . . . . . . . . . . . . . . . . 61routing

architectural diagram . . . . . . . . . . . . 54criteria . . . . . . . . . . . . . . . . . . . . 25designer . . . . . . . . . . . . . . . . . . . 55documentation. . . . . . . . . . . . . . . . 25interaction flow . . . . . . . . . . . . . . . 53overview . . . . . . . . . . . . . . . . . . . 24Universal Routing . . . . . . . . . . . . . . 24

SSCI . . . . . . . . . . . . . . . . . . . . . . 13screen pop . . . . . . . . . . . . . . . . . . 26

serveroperating system . . . . . . . . . . . . . . 16

serversCCA Stat Server . . . . . . . . . . . . . . 63Configuration . . . . . . . . . . . . . . . . 45DB Server . . . . . . . . . . . . . . . . . . 45Enterprising Routing DB . . . . . . . . . . 52I-Server . . . . . . . . . . . . . . . . . . . 60IVR Server . . . . . . . . . . . . . . . . . 59Solution Control . . . . . . . . . . . . . . . 47Statistics . . . . . . . . . . . . . . . . . . 50Universal Routing . . . . . . . . . . . . . . 52Voice T-Server . . . . . . . . . . . . . . . 49

Services Layer . . . . . . . . . . . . . . . . .23Siemens Hicom300/HiPath 4000 CSTA I switch

18Simulation solution. . . . . . . . . . . . . . .42simulation voice switch . . . . . . . . . . . .78Simulators . . . . . . . . . . . . . . . . . 18, 23SIP Server

startup priority . . . . . . . . . . . . . . . . 42SIP Stream Manager

startup priority . . . . . . . . . . . . . . . . 43Solution Control Interface

Base software . . . . . . . . . . . . . . . . 13Solution Control Server . . . . . . . . . . . .13

diagram . . . . . . . . . . . . . . . . . . . 48solutions . . . . . . . . . . . . . . . . . . 42, 74SQL Server 2000 . . . . . . . . . . . . . . .16SQL Server 2005 Express Edition . . . . . . .69standard log setting . . . . . . . . . . . . . .41Standard Response Library . . . . . . . . . .30startup priority (servers) . . . . . . . . . . . .42Stat Server . . . . . . . . . . . . . . . . . . .63

Base software . . . . . . . . . . . . . . . . 12CC Analyzer . . . . . . . . . . . . . . 13, 63CC Pulse . . . . . . . . . . . . . . . . . . 32definition . . . . . . . . . . . . . . . . . . 50diagram . . . . . . . . . . . . . . . . . . . 50relation to URS . . . . . . . . . . . . . . . 54reporting

startup priority . . . . . . . . . . . . . .43Universal Routing . . . . . . . . . . . . . . 25

statistical days . . . . . . . . . . . . . . . . .77statistical tables . . . . . . . . . . . . . . . .78statistical transactions . . . . . . . . . . . . .80StatServer

startup priority . . . . . . . . . . . . . . . . 42support . . . . . . . . . . . . . . . . . . . . .19switch for Simulation solution . . . . . . . . .78Switch Simulator

GUI . . . . . . . . . . . . . . . . . . . . . 50startup priority . . . . . . . . . . . . . . . . 42

switches . . . . . . . . . . . . . . . . . . . .78Alcatel A4200 . . . . . . . . . . . . . . . . 18Alcatel A4400 . . . . . . . . . . . . . . . . 18

Index

Reference Manual 85

Aspect ACD . . . . . . . . . . . . . . . . . 18Avaya Definity ECS G3 . . . . . . . . . . . 18Cisco CallManager . . . . . . . . . . . . . 18Cisco Stream Manager . . . . . . . . . . . 18Ericsson MD110 . . . . . . . . . . . . . . . 18NEC NEAX . . . . . . . . . . . . . . . . . 18NEC OpenWorX . . . . . . . . . . . . . . . 18Nortel Meridian 1 . . . . . . . . . . . . . . 18Nortel Symposium. . . . . . . . . . . . . . 18Siemens Hicom300/HiPath 4000 CSTA I . . 18supported . . . . . . . . . . . . . . . . . . 18

Switching Offices . . . . . . . . . . . . . . . 75

Ttable access . . . . . . . . . . . . . . . . . 80technical support . . . . . . . . . . . . . . . 19Telnet . . . . . . . . . . . . . . . . . . . . . 50templates . . . . . . . . . . . . . . . . . . . 63Test Simulator . . . . . . . . . . . . . . . . 50third party software . . . . . . . . . . . . . . 15Threshold Wizard . . . . . . . . . . . . . . 32time zones . . . . . . . . . . . . . . . . . . 80trace log setting . . . . . . . . . . . . . . . 41treatments . . . . . . . . . . . . . . . . . . 80T-Server . . . . . . . . . . . . . . . . . .42, 49

diagram . . . . . . . . . . . . . . . . . 54, 58switches . . . . . . . . . . . . . . . . . . . 78VoiceTServer . . . . . . . . . . . . . . . . 48

TServer for IVRstartup priority . . . . . . . . . . . . . . . . 43

TServer_IVR . . . . . . . . . . . . . . . . . 17Tserver_IVR . . . . . . . . . . . . . . . . . 60typographical styles . . . . . . . . . . . . . . 7

Uuniversal queue . . . . . . . . . . . . . . . 30Universal Routing

architectural diagram . . . . . . . . . . . . 54DB Server . . . . . . . . . . . . . . . . 43, 52Designer . . . . . . . . . . . . . . . . . . . 55documentation. . . . . . . . . . . . . . . . 25overview . . . . . . . . . . . . . . . . . . . 24

Universal Routing Server. . . . . . . . . . . 14interaction flow . . . . . . . . . . . . . . . 53starting. . . . . . . . . . . . . . . . . . . . 52startup priority . . . . . . . . . . . . . . . . 43

Universal Routing Service . . . . . . . . . . 59

VVBScript . . . . . . . . . . . . . . . . . . . 32version numbering

document . . . . . . . . . . . . . . . . . . 7

version numbers . . . . . . . . . . . . . . . . 11versions.htm . . . . . . . . . . . . . . . . . . 11Voice Communication Server (GVP). . . . . .60voice directory numbers . . . . . . . . . . . .79Voice Treatment Manager . . . . . . . . . 17, 56Voice Treatment Option . . . . . . . . . . . .25

relation to Configuration Server. . . . . . . 56Voice Treatment Server . . . . . . . . . . 17, 56

startup priority . . . . . . . . . . . . . . . . 43VoiceSwitchingOffice . . . . . . . . . . . . .75VoiceSwitchSimulation. . . . . . . . . . . . .78VoiceT-Server . . . . . . . . . . . . . . . . .48VoiceTserverProduction . . . . . . . . . . . .19

startup priority . . . . . . . . . . . . . . . . 42VoiceTserverSimulation


WWindows 2000 Server . . . . . . . . . . . . .16Windows 2003 . . . . . . . . . . . . . . . . .16Windows Service

start . . . . . . . . . . . . . . . . . . . . . 38Windows Services . . . . . . . . . . . . . . .38Wizard . . . . . . . . . . . . . . . . . . . . .32

XXML format . . . . . . . . . . . . . . . . . .40

Index


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