Outbound Contact is supported by

The components supporting Outbound include:

• Database – All calling lists are stored in databases. The records in the calling lists must be able to be accessed quickly to ensure a good supply of records to the dialer. If records are not available or are slow to be retrieved and presented, the dialing pace will be reduced, or possibly stopped. In this course, we will refer to the database that stores the calling list as the Outbound DB.

• DB Server – The outbound components will access the calling list database through a DB Server. The DB Server provides the translation between various types of databases and Genesys. Any DB Server, such as Log DB Server, could also be used for Outbound. In class, we will use a separate instance. It’s a Framework component, even though it’s being used by Outbound. In this course, we will refer to this DB Server as Outbound DB Server.

• T-Server – The critical gateway to the switch is provided by T-Server. There are many varieties of T-Servers to communicate with a wide variety of switches.

• Agent Desktop – Application that connects the agents with Genesys capabilities. Genesys provides a Starter Application (a sample agent application that demonstrates the toolkit’s functionality). In the classroom, we will use Genesys Agent Desktop.

• Standard reports – The reports that are provided with your Genesys solution will provide data specific to the solution. For example, Outbound Contact includes standard reports focused on contact centers with large volumes of outbound calls. It includes statistics for calculating successful outbound interactions.

• Interaction Concentrator (ICON) – ICON collects and stores detailed data from various sources in the contact center. The server application receives data from sources such as Configuration Server, T-Server, or Outbound Contact Server and, through the ICON DB Server, stores the data into the ICON database.ICON stores campaign and chain information, including both their history within a given campaign session and associations between calls and parties.
ICON can be integrated with Outbound so that the following data is stored in the ICON database for Outbound reporting:

• History of changes in campaign configuration properties and in target values of optimization parameters.
• History of chain processing and results of chain processing.
• History of changes in calling list records that OCS makes during chain processing and that ICON is configured to track.
• Results of each attempt to generate an outbound call, whether successful or not.
• CPD call results.
• Call results assigned by an agent, which are stored separately from the CPD call results and does not overwrite them.

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