Genesys Voice Platform interfaces with other Genesys products through Genesys Framework

Genesys Voice Platform interfaces with other Genesys products through Genesys Framework. Calls, along with any data associated with them, are passed to the Genesys IVR Server from the IVR Interface (IVR Client), which resides on the IP Communication Server (IPCS) or Voice Communication Server (VCS). The IVR Server, in turn, transmits the information on to other elements of the Genesys suite for integrated call-handling purposes.

The IPCS/VCS includes an IVR Server Client that communicates with a Genesys IVR Server 7.x on a remote host. The IVR Server or IVR Client detects new calls arriving at the IPCS/VCS and the termination of existing calls.

The IVR Server is contacted at call setup. In a IPCS/VCS Behind-the-Switch configuration, the IVR Server furnishes the ANI and DNIS of the incoming call. During call setup, the IVR Server, along with the URS controls the VoiceXML script executed by the IPCS/VCS, which relays call-related data to IVR Server. When necessary, the IVR Server orchestrates the transfer of the call to the appropriate agent at the end of the call flow for the voice application.

<< Prev - Next >>