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Genesys :Framework Overview

Based on version 8.1

What’s covered ?

• Customer Interaction Management Platform• Genesys Layers• Applications• How SCS works• Genesys Administrator

2016-11-01 Property of ITKB Solutions inc. 2

• The following document is based on my personal experience and on Genesys training I’ve received.

• Framework Foundation and Framework Deployment, to name only those two.


Customer Interaction Management Platform

CIM Platform

Framework

Solution Reporting

Universal Routing

Interaction Management

Interactions

Resources Information & Insight


Framework - Overview

• Configuration ; Access Control, Configuration, Runtime notifications

• Management ; Solution Control, Alarm Processing, Troubleshooting

• User Interaction ; Replace Other GUI, Deployment of packages, Role-based access control

• Services ; Database connectivity, Status and statistics

• Media ; External Interfaces, “call objects”, Attached data distribution

Customer Interaction Management

Platform

Services Layer

Media LayerManagement Framework

User Interaction Layer

Management Layer

Configuration Layer


Configuration Layer

Configuration Layer

ConfigDBConfigServer

ConfigDB

Server

ConfigManager

Services Layer

Media LayerUser Interaction Layer

Management Layer

Configuration Layer distributes configuration information to the entire platform

ConfigDB : Owns all configurations of ConfigServer. (Oracle, SQL Server, etc.)

Config DB Server : Application to provides access to the database.

Config Server : Core service providing the configurations of all objects.

Config Manager : GUI to manage objects in ConfigServer.

All other layers read their configurations and or updated with Config Server.


Management Layer

Management Layer

SCSSCI

GDA LCALog DBServer

MsgServer

Services Layer


Configuration Layer

SCS : Solution Control Server provides a status all all application and hosts in Genesys CIM.SCI : Solution Control Interface is a GUI to access SCS.Msg Server : Communicates updates and status of all components in Genesys CIMLog DB Server : Stores all alarms and configures logsGDA : Genesys Deployment Agent provides the ability to remotely install Genesys componentsLCA : Local Control Agent communicates with SCS to provide hosts and applications status

User Interaction Layer (Genesys Administrator) access components from Management layer to get objet status

Configuration Layer is accessed when application and updated or started.




GenesysAdministrator

Web Browser

Services Layer

Configuration Layer

Media Layer

Management Layer

Genesys Administrator : Web application based on IIS that combines Config Manager and Solution Control Interface by providing control, access to status, alarms and enabling users to access applications configurations.

Web Browser : All supported browser like Firefox, Chrome, Internet Explorer, etc. can access G.A.


Services Layer

Services Layer

Stat Server

DBServer


Management LayerConfiguration Layer

Services Layer : Provides internal services additional input like having statistics, routing internal objects, etc.

Stat Server : One of multiple kind of services applications, it provides real time statistics and status about objects like, agent, dn, etc.

DB Server : Database server enables services to interact with a database

Notable but missing from the current diagram ; URS ; Universal Routing Server is in charge of executing logic condition to route an interaction from an object to another, for example, from a DN to a skilled agent.


Media Layer

Media Layer

TServer / SIP

Server

PBX, GW or SSW

Services Layer


Management Layer

Configuration Layer

Media Layer provides the ability to interact from Genesys to other services.

TServer / SIP Server : Establishes and communicates with 3rd party applications to make or receives voice communications

PBX, GW or SSW : All different kind of telephony provider technology, they link the PSTN with Genesys.

PSTN : Public Switching Telephony NetworkPBX : Private Branch ExchangeGW : GatewaySSW : SIP Switch

Missing from the diagram but notable are ; Chat Server, Email Server, Interaction Server. They enables multi-channel access to Genesys.


Management Layer

Configuration Layer

User Ixn Layer

Final review of layers

ConfigDBConfigServer

ConfigDB

Server

ConfigManager

GA

Web Browser

Services Layer

Stat Server

DBServer

SCSSCI

GDA LCALog DBServer

MsgServer

Media Layer

Tserver / SIP

Server

PBX, GW or SSW


Applications• An application is an object in Genesys

environment that identify a service (could be 3rd party like tomcat), a server, or a GUI like CCPulse.

• The configuration determines the type of app, the name, which application template it use and determines the connections.

• The bottom section Server Info, is the configuration of all server information like, host, port, startup informations, backup server, etc.

• Options tab will provide a level of configuration to that particular app


Applications – Options tab• Options are basically defined by the template and should be adjusted to

business/users requirements.• To understand options, you may have some descriptions in GA, but full descriptions

are in Genesys documentations.• https://docs.genesys.com/Documentation• Deployment guides and reference manual


Solutions• Genesys offers the possibility to regroup applications in one object

named “Solutions”. You can control a solution like you control an application.

• The purpose of solutions is to centralize the control of required applications for a service. (Ex: Applications required to enable voice service; GVP_RM, SIP, URS, etc.)

• A sequence with priority for start up can be created in solutions.


Host1

How SCS works

Solution Control Server

SCI

Log DBServer

MsgServer

SCS communicates with LCA to get hosts and application status. It (SCS) communicates change of status to message server and log them in Lob DB Server.


GDALCA

GA

Host2

GDALCA

Genesys Administrator (1/3)• Environment

• Dashboard ; Provides a quick view of applications, hosts status and alarms• Active Alarms ; Provides details about active alarms• Centralized Logs ; Enables users to browse centralized logs without

accessing servers flat files.• Outbound Contact

• Calling List Reports• Campaign Reports• Dialing Session Reports

• Voice Platform• A lot of reports are available

• Orchestration• Operational Reporting


Genesys Administrator (2/3)• Search

• Find ; Enables user to search any objects.• Environment

• Alarm Conditions ; Used by SCS. Enables the error trapping to raise alarms.• Scripts • Application Templates ; Defines application templates. Required to create a new application.• Applications ; This is where services are defined so Genesys can control and/or work with

them.• Hosts ; Define server hosting Genesys applications• Solutions ; Enables you to create and manage a “bundle” of applications.• Time Zones ; Enables you to manage multiple time zone if required.• Business Units/Sites ; Organizational structure can be managed here. Used by new applications

like iWD.• Tenants ; If your system is multi-tenant, this is where they’re managed.• Table Access Points • Formats • Fields


Genesys Administrator (2/3)• Switching

• DN Groups• Places• Place Groups• Switching Offices• Switches• IVRs

• Routing/eServices• Business Attributes• Objective Tables• Voice Prompts• Statistical Tables• Statistical Days• Transactions• Routing Scripts• Schedules• Orchestration• Interaction Queues


Genesys Administrator (2/3)• Desktop

• Action Codes ; Defines agent action codes, typically, not ready reason codes. • Scripts

• Accounts• Users ; Agents, Supervisor and other users are defined here.• Skills ; Skill objects are used by routing strategy.• Agent Groups ; Agent group and Virtual agent group are defined here.• Access Groups ; Defines the permission of all users linked to this access group.• Roles ; Defines permissions in GA and other Genesys product like GAX, IWS/WDE (Agent

desktop), IWD, etc.

• Voice Platform• DID Groups• IVR Profiles• Resources Groups


User configurations

• Users can authenticate with local accounts or external ID like windows active directory / ldap.

• Users have access to all different objects and folders in Genesys through “Permissions”

• A specific user or an access group are assigned permissions

• When managing “permissions” of an object, you set “who” have access to that object.

• Roles was introduced in GA. They definepriveleges to other software like GA, Pulse, WDE / iWS, etc.

• Application Rank is another way to definewhat a user can do with other applications like CCPulse, IRD, etc.

20

User

Access Group

Roles

Permissions

Application Rank

Agent configurations

• In additions to users configurations, an agent have the following possible configurations.

• They are associated with ; • Capacity Rules• Skills• Agent Logins• Agent Group

• Can be virtual or static

• Access Group• Can be in a role

• Roles• Places uses an extension and is in a place group

• Agent Login and Extension are switches specific

21

Capacity Rules Agent

PlaceAgent Login

Skills

Place Group

Extension

Access Group

Agent Group

Roles

Genesys Administrator (2/3)• Outbound Contact

• Campaigns• Calling Lists• Calling Lists Advanced• Treatments• Table Access Points• Formats• Fields• Filters• Request Log• Do not call List• Dialogic Boards• Schedules


Genesys Administrator (3/3)• Outbound Contact

• Control Campaign• Control Calling Lists.


Other important framework items• Licensing

• Genesys manages his licences via a FlexLM services.• It is important to understand licensing because if it is not accessible when the

application starts, it won’t be available as a services for users.• To know if an applications need to read licences when it starts you’ll see the

following in the command line “-l 7260@host_where_FlexLM_is”

• Logging• Logs are your best friend when troubleshooting anything. To use them, you

need to understand the framework to know where to get those logs.• In GA, open the applications you want to troubleshoot.• Note the host of that applications.• Note the logs options.• Browse the the location you just found.


Genesys Overview ; What’s next• Framework : Current overview introduced Genesys concepts about

applications and the structure related to it.• Voice : Overview of components involved in a voice communication

from the PSTN to the agent.• Routing : Overview of an interaction being routed through routing

components of Genesys (URS & IRD).• Outbound : Overview of how campaign works.• Reporting : How to report on a real-time and historical basis on all the

above. (CCPulse & GI2).


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