Genesys framework overview_v_1

Contact Center & IP Telephony Architect

Genesys Framework Overview


Table of Contains

1. Genesys Framework Overview ................................................................................................................ 3 2. Framework Architecture ......................................................................................................................... 4

2.1 Configuration Layer .......................................................................................................................................... 4

2.2 Management Layer ........................................................................................................................................... 6

2.3 User Interaction Layer ...................................................................................................................................... 8

2.4 Media Layer ...................................................................................................................................................... 9

2.5 Service Layer ................................................................................................................................................... 10

3. Framework Connections ........................................................................................................................ 11


1. Genesys Framework Overview

The Genesys Framework, a mandatory part of any Genesys-based interaction management system, provides functions required for the normal operation of any Genesys solution: Configuration centralizes processing and storage of all the data required for Genesys solutions to work within a particular environment. Access Control sets and verifies user’s permissions for access to, and manipulation of, solution functions and data. Solution Control starts and stops solutions and monitors their status. Alarm Processing defines and manages conditions critical to the operation of solutions. Troubleshooting hosts a user-oriented, unified logging system with advanced storage, sorting, and viewing capabilities. Fault Management automatically detects and corrects situations that might cause operational problems in solutions. External Interfaces enable communication with a variety of telephony systems and database management systems (DBMS). Attached Data Distribution supports the distribution of business data attached to interactions, within and across solutions.


2. Framework Architecture

The Genesys Framework consists of five layers.

2.1 Configuration Layer

The Configuration Layer 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.

The Configuration Layer provides:

�� Centralized configuration data processing and storage for one-time entry of any information about contact center entities that any number of applications requires to function in a particular business environment.

�� An advanced, configuration-data-distribution mechanism, so applications can read their configuration upon startup and be notified of updates at runtime without service interruptions.

�� Comprehensive data-integrity control functions that prevent entry of illogical configuration data that might cause solution malfunction.

�� Advanced reconnection management which ensures that applications have up-to-date data after reestablishing connection to Configuration Server.

�� Access control functions to regulate user access to solution functions and data, based on the access privileges set for each item.

�� Wizards to help users through the automated process of solution deployment.

�� Universal, open, Simple Object Access Protocol (SOAP) interface to the configuration, so that a broad range of third-party applications can read and write the information.

�� Support for geographically distributed environments.


�� Integration with external data sources.

�� Import and export of configuration data to and from the Configuration Database.

�� Configuration Server provides centralized access to the Configuration Database, based on permissions

that super administrators can set for any user to any configuration object. Configuration Server also maintains the common logical integrity of configuration data and notifies applications of changes made to the data. Optionally, you can run Configuration Server in Proxy mode to support a geographically distributed environment.

�� Configuration Manager provides a user-friendly interface for manipulating the contact center configuration data that solutions use and for setting user permissions for solution functions and data.

�� The Configuration Database stores all configuration data. DB Server—a Services Layer component—is the access point to the Configuration Database.


2.2 Management Layer

The Management Layer controls the startup and status of solutions, logging of maintenance events, generation and processing of alarms, and management of application failures.

The Management Layer provides:

� Centralized solution control and monitoring, displaying the real-time status of every configured Solution object, and activating and deactivating solutions and single applications, including user-defined solutions.

� Centralized logging that records applications maintenance events. The unified log format enables easy selection of required log records and centralized log storage for convenient access and solution-level troubleshooting. Centralized logging also allows you to track individual interactions, audit activities in your contact center, and store alarm history.

� Flexible alarm signaling that triggers alarms based on application maintenance events, system performance parameters, or Simple Network Management Protocol (SNMP) thresholds. Alarms are communicated to Solution Control Interface and can be written to system logs. You can configure the system to convert alarms into SNMP traps and send them as e-mails to a specified Internet address. (The latter automatically enables paging notifications.) The Management Layer automatically associates alarms with the solutions they affect and stores alarms as active conditions in the system until they are either removed by another maintenance event or cleared by the user.

� Fault-management functions, consisting of detection, isolation, and correction of application failures. For no redundant configurations, the Management Layer automatically restarts applications that fail. For redundant configurations, this layer supports a switchover to the standby applications and also automatically restarts applications that fail.

� Remote deployment of Genesys components.

� Built-in SNMP support for both alarm processing and SNMP data exchange with an SNMP-compliant network management system (NMS). As a result, you can integrate a third-party NMS with a Genesys system to serve as an end-user interface for control and monitoring function and for alarm signaling function.

� Individual host monitoring, including CPU and memory usage records and information about running processes and services.

� Support for geographically distributed environments.


� Local Control Agent, located on every host that the Management Layer controls and/or monitors, is

used to start and stop applications, detect application failures, and communicate application roles in redundancy context.

� A remote deployment agent part of the Local Control Agent Installation Package, deploys Genesys Installation Packages as directed by Genesys Administrator—a User Interaction layer component.

� Message Server provides centralized processing and storage of every application's maintenance events. Events are stored as log records in the Centralized Log Database where they are available for further centralized processing. Message Server also checks for log events configured to trigger alarms. If it detects a match, it sends the alarm to Solution Control Server for immediate processing.

� Solution Control Server is the processing center of t he Management Layer. It uses Local Control Agents to start solution components in the proper order, monitor their status, and provide a restart or switchover in case of application failure. Solution Controls Server also includes four utilities that provide the ability to gracefully stop T-Servers, handle T-Server stuck calls, send log messages on behalf of applications, and exchange information with Solution Control Server. These utilities can be installed with or without Solution Control Server.

� Solution Control Interface displays the status of hosts and all installed Genesys solutions and information about each active alarm, enables the user to start and stop solutions or single applications (including third-party applications), and also allows advanced selection and viewing of maintenance logs.

� The Centralized Log Database (also called the Log Database) stores all application log records, including interaction-related records, alarm history records, and audit records. DB Server—a Services Layer component—serves as an access point to the Centralized Log Database.

� Genesys SNMP Master Agent (an optional component not shown in the diagram) provides an interface between the Management Layer and an SNMP-compliant NMS.


2.3 User Interaction Layer

The User Interaction Layer provides a comprehensive user interface to configure, monitor, and control the management environment.

The User Interaction Layer provides centralized web-based functionality and interfaces for the following:

�� Deployment of Genesys components to any computer on the network using the Genesys Deployment Agent (a Management Layer component).

�� Configuration, monitoring, and control of applications and solutions. Currently, Genesys Administrator is the only component in the User Interaction layer.

�� The browser-based Genesys Administrator includes a comprehensive user interface to configure,

monitor, and control the management environment.

�� Genesys Administrator: o Communicates with the Configuration Server (a Configuration Layer component) to exchange

configuration information. o Communicates with the Solution Control Server (a Management Layer component) to exchange

status, operations, and control information. o Reads logs from the Centralized Log Database (a Management Layer component).

�� Depending on the solutions deployed in the system, Genesys Administrator may also communicate with

other back end servers to retrieve solution-specific information.


2.4 Media Layer

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 to distribute interaction-related business data within and across solutions.

The Media Layer provides:

�� Interfaces to communication media.

�� Distribution of interaction-related business data within and across solutions.

�� Interaction Server provides an interface with Internet media like e-mail and web communications. T-Server provides an interface with traditional telephony systems.

�� T-Servers provide an interface with traditional telephony systems.

�� T-Servers for IP Solutions provide an interface with VoIP telephony systems.


2.5 Service Layer

The Services Layer generates the statistical data used for interaction processing and contact center reporting and enables solutions to communicate with various database management systems (DBMSs).

The Services Layer provides:

� Interfaces for Genesys solutions to various DBMSs.

� Conversion of events related to management of single interactions into statistical data, which is then used for interaction processing and contact center reporting.

� Stat Server tracks real-time states of interaction management resources and collects statistics about contact center performance. Genesys solutions use the statistical data to more “intelligently” manage real-time interactions. Through Genesys Reporting, you can use the data to generate real-time and historical contact center reports

� DB Server provides the interface between Genesys applications and the DBMS holding the operational databases for solutions.

In sophisticated configurations using the Management Layer functionality, each layer depends on the layers below it to work properly.


3. Framework Connections Shows connections that Framework components establish to each other and to solutions

Genesys framework overview_v_1

Technology

Transcript of Genesys framework overview_v_1