A 46ge Ref

Genesys Express 4.
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 20032008 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys 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 resourcethe 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.
Notice
Although 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 Systems Security

You 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.
Trademarks
Genesys, 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 VARs

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

If you have purchased support directly from Genesys, please contact Genesys Technical Support at the following
regional numbers:
Region
Telephone
E-Mail
North and Latin America
+888-369-5555 or +506-674-6767
support@genesyslab.com
Europe, Middle East, and Africa
+44-(0)-1276-45-7002
support@genesyslab.co.uk
Asia Pacific
+61-7-3368-6868
support@genesyslab.com.au
Japan
+81-3-6361-8950
support@genesyslab.co.jp
Prior to contacting technical support, please refer to the Genesys Technical Support Guide for complete
contact information and procedures.
Ordering and Licensing Information

Complete information on ordering and licensing Genesys products can be found in the Genesys 7 Licensing Guide.
Released by
Genesys Telecommunications Laboratories, Inc. www.genesyslab.com
Document Version: 46ge_ref_09-2008_v4.6.001.00
Table of Contents
Preface
................................................................................................................... 5
Intended Audience..................................................................................... 6
Chapter Summaries................................................................................... 6
Document Conventions ............................................................................. 7
Related Resources .................................................................................... 9
Making Comments on This Document .................................................... 10
Chapter 1
Genesys Express and Related Components ..................................... 11

Software Components ............................................................................. 11
Genesys Express Standard Components ........................................... 12
Third-Party Software Components...................................................... 15
Optional Software Components .......................................................... 17
Support for Genesys Express.................................................................. 19
Help Desk ........................................................................................... 20
Chapter 2
Bundled Products................................................................................. 21
Genesys Integrated Products .................................................................. 21
Framework 7.6......................................................................................... 22
Layers ................................................................................................. 22
Documentation.................................................................................... 23
Universal Routing 7.6 .............................................................................. 24
Universal Routing Documentation ...................................................... 25
Voice Treatment Option 7........................................................................ 25
Components ....................................................................................... 26
VTO Demo Mode................................................................................ 26
VTO Documentation ........................................................................... 27
IVR Interface Option 7.5 .......................................................................... 28
IVR Interface Option Documentation .................................................. 29
Multimedia 7.6 ......................................................................................... 29
Express Voice ..................................................................................... 29
Express Multimedia ............................................................................ 29
Multimedia Documentation ................................................................. 30
Reporting ................................................................................................. 30
CCPulse+ 7.5 ..................................................................................... 31
Reporting Documentation ................................................................... 33
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Table of Contents
Call Concentrator 7.................................................................................. 34

Call Concentrator Documentation....................................................... 34
Outbound Contact 7.6 ............................................................................. 34
Outbound Contact Documentation...................................................... 36
Genesys Desktop 7.6 .............................................................................. 36
Genesys Desktop Documentation ...................................................... 36
Chapter 3
Solutions and Applications ................................................................. 37

Management Layer.................................................................................. 37
Management Layer Functions ............................................................ 38
Windows Services and Startup................................................................ 38
Solution Control Interface ........................................................................ 39
SCI Menus .......................................................................................... 40
Simulation and Production Solutions....................................................... 42
Solution Applications and Startup Priority ........................................... 42
Genesys Components and Processes .................................................... 44
Framework Components..................................................................... 44
Test Simulator (Switch Simulator) ....................................................... 50
Universal Routing Components .......................................................... 52
VTO Components ............................................................................... 56
IVR Link Components ......................................................................... 59
MCR Components .............................................................................. 60
Reporting Components ....................................................................... 62
Genesys Desktop .................................................................................... 68
Delivery Server ........................................................................................ 68
Databases ............................................................................................... 69
Viewing Tables .................................................................................... 70
List of Databases ................................................................................ 71
Configuration Objects .............................................................................. 72
Environment Folder ............................................................................ 72
Resources Folder ............................................................................... 75
Index
................................................................................................................. 81
Genesys Express 4.6
Preface
Welcome 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 orderman@genesyslab.com.
This preface contains these sections:
Intended Audience, page 6
Chapter Summaries, page 6
Document Conventions, page 7
Related Resources, page 9
Making 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:
Reference Manual
Express CTIThis suite includes basic components to start CTI activity.
Express MultimediaThis suite supports voice-processing and advanced

e-mail functionality.
Express VoiceThis suite supports voice-processing functionality for

contact centers.
Preface
Intended Audience
Intended Audience
This 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 Summaries
In 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.
Genesys Express 4.6
Preface
Document Conventions
This document uses certain stylistic and typographical conventions
introduced herethat 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.
Do not use this value for this option.
A customary and usual practice is one that is widely accepted and used
within a particular industry or profession.
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:
Reference Manual
Select the Show variables on screen check box.
In the Operand text box, enter your formula.
Click the Summation button.

In the Properties dialog box, enter the value for the host server in your
environment.
Click OK to exit the Properties dialog box.
Preface
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
parameters or values 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>
Genesys Express 4.6
Preface
Related Resources
Related Resources
Consult these additional resources as necessary:
Reference Manual
Genesys Express 4.6 Users 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 customers local area network (LAN).
Genesys Express 4.6 Standard Model Environment Users 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 Administrators 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 Interfaces
Genesys 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 orderman@genesyslab.com.
Making Comments on This Document

If you especially like or dislike anything about this document, please feel free
to e-mail your comments to Techpubs.webadmin@genesyslab.com.
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.
10
Genesys Express 4.6
Chapter
Genesys Express and

Related Components
This chapter describes Genesys Express, its software components, switches,
and provides technical support information. This chapter contains these
sections:
Software Components, page 11
Support for Genesys Express, page 19
z
Software Components
Genesys 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
applications release note.
Reference Manual
11
Chapter 1: Genesys Express and Related Components
Software Components
Genesys Express Standard Components

Table 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
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
Management Layer
7.6
Installed as a
Service
(Express Voice and Express

Multimedia only)
12
Genesys Express 4.6
Software Components
Table 1: Genesys Express Standard Components (Continued)

Application/Script
Application
Type
Express Path
(Start >
Programs >
Genesys
Solutions > ...)
Version
Remarks
SolutionControlServer
Solution
Control
Server
Management Layer
7.6
Installed as a
Service
Solution Control Interface
Solution
Control
Interface
Management Layer
7.6
DataSourcerDBServer
DB Server
Framework
7.6
Installed as a
Service
Stat Server
Framework
7.6
Installed as a
Service
CC Analyzer
Data Sourcer
Reporting 7.2
7.2
Installed as a
Service
ETL Proxy
Not applicable
7.2
CC Analyzer
Data Mart
Reporting 7.2
7.2
ETL
Assistant
Reporting 7.2
7.2
CCPulse+
Reporting 7.5
7.5
CC Analyzer
Data
Modeling
Assistant
Reporting 7.2
7.2

Multimedia only)
StatServerReporting
Multimedia only)
DataSourcer
Multimedia only)
ETL_Proxy
Multimedia only)
ETLService
Multimedia only)
ETL Assistant
Multimedia only)
CCPulse+
Installed as a
Service

Multimedia only)
Data Modeling Assistant
Multimedia only)
Reference Manual
13
Software Components
Table 1: Genesys Express Standard Components (Continued)

Application/Script
Application
Type
Express Path
(Start >
Programs >
Genesys
Solutions > ...)
Version
Remarks
ERSDBServer
DB Server
Framework
7.6
Installed as a
Service
Universal
Routing
Server
Routing
7.6
Installed as a
Service
Interaction
Routing
Designer
Routing
7.6
Delivery
Server
Delivery Server
6.5
Installed as a
Service
Web Server
GenesysDesktop >
Web
7.6
Installed as a
Service

Multimedia only)
UniversalRoutingServer
Multimedia only)
Interaction Routing Designer
Multimedia only)
Delivery Server
Multimedia only)
Genesys Desktop
Table 2: Standard Components Specific to Express Multimedia

Application/Script
Application
Type
MCR EMailServerJava
Version
Remarks
E-mail Server Multi-Channel Routing

7.6 > E-mail Server Java
7.6
Installed as a
Service
MCR Interaction Server
Interaction
Server
Multi-Channel Routing
7.6 > Interaction Server
7.6
Installed as a
Service
MCR InteractionServer
DBServer
DB Server
Framework
7.6
Installed as a
Service
MCR ClassificationServer
Classification
Server
7.6 > Classification
Server
7.6
Installed as a
Service
14
Express Path
(Start > Programs >
Genesys Express
Solutions > ...
Genesys Express 4.6
Software Components
Table 2: Standard Components Specific to Express Multimedia (Continued)

Application/Script
Application
Type
Express Path
(Start > Programs >
Genesys Express
Solutions > ...
Version
MCR KnowledgeManager
Knowledge
Manager
7.6 > Knowledge
Manager
7.6
MCR
UniversalContactServer
Contact
Server
7.6 > Universal Contact
Server
7.6
MCR
UniversalContactServer
Manager
Contact
Server
Manager
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
Genesys Wizard Manager
application
> Genesys Wizard
type in
Manager
Configuration
Manager
7.6
Remarks
Installed as a
Service
Third-Party Software Components

All solutions in the Genesys Express family require the third-party software
listed in Table 3.
Reference Manual
15
Software Components
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
No
Microsoft Windows 2003 or higher

Browser
Microsoft Internet Explorer 6.0 or higher with Microsoft

Virtual Machine (automatically installed as part of operating
system)
No
Note: Agent workstations on your LAN on which you plan to

install Genesys Desktop require Internet Explorer 6.0 or
higher.
Database Engine
Microsoft SQL Server 2005 Express Edition
Yes
For 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.
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
Installed on the FlexLm license server, (for example,
Yes
License Manager
C:\Flexlm\)
E-mail Server
(POP3 and
SMTP)
(Express
Multimedia only)
Freeware, Classic Hamster V 2.1 version of Hamster Mail

Server.
Yes
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.
16
Genesys Express 4.6
Software Components
Optional Software Components

The 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
TServer_IVR
C:\GCTI\IVRIServer
7.5.0
I-Server
C:\GCTI\IVRIServer
7.5.0
Not Applicable
7.6.0
Outbound Contact Server
C:\GCTI\Outbound Contact Server
7.6.0
Outbound Contact Manager
C:\GCTI\Outbound Contact Manager
7.6.0

DBServer
C:\GCTI\OutboundContactServerDBServer
7.6.0
Call Progress Detection Server
C:\GCTI\CPDServer
7.6.0
C:\GCTI\CallConcentratorDBServer
7.6.0
IVR Interface Option
Genesys Voice Platform (GVP)

GVP
(The configuration object for
Voice Communication Server
for GVP.)
Outbound Contact
Call Concentrator
Call Concentrator DBServer
Reference Manual
17
Software Components
Table 4: Optional Software Components/Files (Continued)

Application/Files
Version
Call Concentrator
C:\GCTI\CallConcentrator
7.0.0
Generic T-Server
C:\GCTI\Generic_Tserver
6.5.1
Test Simulator Server
C:\GCTI\Simulator\TestSim\
6.5.3
Contact Center Activity

Simulators
C:\GCTI\Simulator\
6.5.3
C:\GCTI\Simulator\PbxV\
6.5.3
Aspect ACD
C:\GCTI\TServerAspect
7.6.0
Alcatel A4200
C:\GCTI\TServerA4200
7.0.2
Alcatel A4400
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
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\TserverOpenWorX
7.2.0
C:\GCTI\NECProxy
7.0.2
Simulation Solution
(Interface for running CC

Activity scripts)
Test Simulator Interface
(Test Simulator Server
Interface)
Switchesab
RSI version 4.2
(now called Avaya

Communication Manager)
18
Genesys Express 4.6
Support for Genesys Express
Table 4: Optional Software Components/Files (Continued)

Application/Files
Version
SIP Server
C:\GCTI\TServerSIP
7.6.0
SIP Stream Manager
C:\GCTI\SIPSM
7.6.0
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.

The 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 Server
7.2: 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.
Reference Manual
19
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 Desk
You can also call the Genesys Technical Support Help Desk at +888-3695555.
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.
20
Genesys Express 4.6
Chapter
Bundled Products
This chapter describes the Genesys products that are part of Genesys Express
and includes these sections:
Genesys Integrated Products, page 21
Framework 7.6, page 22
Universal Routing 7.6, page 24
Voice Treatment Option 7, page 25
IVR Interface Option 7.5, page 28
Multimedia 7.6, page 29
Reporting, page 30
Call Concentrator 7, page 34
Outbound Contact 7.6, page 34
Genesys Desktop 7.6, page 36
z
Genesys Integrated Products

To 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.
Reference Manual
21
Chapter 2: Bundled Products
Framework 7.6
Framework 7.6
Genesys 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.
Layers
The 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 solutions 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.
22
Genesys Express 4.6
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.
Documentation
The 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 Users Guide
Framework 7.6
Framework 7.6 Deployment Guide

Note: This document describes what is new in the 7.6 release.
Reference Manual
Framework 7.6 Configuration Options Reference Manual

Framework 7.6 DB Server Users Guide
23
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 Help
The following help file is available within Configuration Manager:
Framework 7.6 Configuration Manager Help
In 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 Ericsson MD110 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 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 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.
24
Genesys Express 4.6
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 agents skills and real-time availability. It
provides agent-level, skills-based routing of customer interactions, regardless
of mediawhether 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 Documentation

The 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 Users Guide
Universal Routing 7.6 Strategy Samples
The following Help file is available within Interaction Routing Designer:
Interaction Routing Designer 7.6 Help

The 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:
Reference Manual
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.
25
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.
Transfer the call to an available agent with information to facilitate an

account-based screen pop (see the Genesys Express 4.6 Users Guide for
information on the screen pop).
Play one or more voice messages if the caller waits for a specified period,
defined by one or more timeouts.
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.
Components
VTO 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 callers 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 Mode

VTO Demo Mode simulates VTO functionality (normally performed through a
Dialogic card) using the Windows native audio subsystem and a UI application
to simulate the callers 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:
26
Demonstrates VTO capabilities to potential customers.

Educates users in the use of VTO within the Genesys solution.
Genesys Express 4.6
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.
Universal
Routing Server
Generic
T-Server
VT Server
Switch
Simulator
Windows audio
subsystem
VTPhone
Caller
Figure 1: VTO in Demo Mode
The component, VTPhone, imitates a callers 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 Users Guide for information about using VTPhone in a
demonstration.
VTO Documentation
The Genesys Documentation Library DVD supplies the following Voice
Treatment Option 7 documentation:
Reference Manual
Voice Treatment Option 7 Voice Treatment Manager Users Guide

Voice Treatment Option 7 Voice Treatment Server Users Guide
27

IVR 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 users 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 vendorprovided 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-InFront 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.
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Genesys Express 4.6
Multimedia 7.6
IVR Interface Option Documentation

The Genesys Documentation Library DVD supplies the following IVR
Interface Option documentation:
IVR Interface Option 7.5 IVR Server System Administrators Guide
IVR Interface Option 7.5 IVR Driver for WVR for AIX System
Administrators Guide
IVR Interface Option 7.5 IVR Driver for WVR for Windows System
IVR Interface Option 7.5 IVR Driver for Edify System Administrators
Guide
IVR Interface Option 6.5 IVR Driver for Periphonics System

IVR Interface Option 6.5 IVR Driver for InterVoice-Brite System

IVR Interface Option 7.5 IVR Driver for CONVERSANT System

Multimedia 7.6
Multimedia is a group of software components designed to facilitate Internetbased 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 Multimedia
Express 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.
Reference Manual
29
Reporting
Features
The following Multimedia features support this advanced e-mail and chat
functionality of Express Multimedia:
Universal QueueAll interactions are blended into a single Universal

Queue on the agents desktop.
E-mail forwardingSupports agent-to-agent or agent-to-queue transfer.
Interaction ServerThis T-Server receives interaction requests for e-mail

and converts them into a format understood by Framework.
E-mail Server JavaThis 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 ServerThis server works with Web API Server to open, conduct,
and close chat interactions between agents and customers.
Automated and suggested responsesThe 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 historyThe communication history between agents

and web visitors is maintained in one centralized database (see Table 6 on
page 71).
E-mail via webWeb visitors may submit e-mail to a contact center using
an e-mail client.
Multimedia Documentation
The Genesys Documentation Library DVD supplies the following Multimedia
documentation:
Multimedia 7.6 Users Guide

Multimedia 7.6 Reference Manual
Multimedia 7.6 Deployment Guide
The 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)
Reporting
Genesys Reporting is comprised of one product, CCPulse+, that provides
contact center managers with a business view of operational status and
30
Genesys Express 4.6
Reporting
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+ 7.5
CCPulse+ 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
supervisors desktop.
The major features of CCPulse+ for real-time reporting include:
Reference Manual
31
Reporting
Real-time GUICCPulse+ 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 viewsCCPulse+ 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 displaysIn 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 templatesWhen 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 thresholdsA 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 actionsAn 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 windowAn 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 architectureCCPulse+ enables decisionsupport reporting and analysis, thereby shielding other Genesys
components from the processing demands of large queries. Raw
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Genesys Express 4.6
Reporting
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 templatesCCPulse+ 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 toolThe 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 outputHistorical 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 Documentation
The Genesys Documentation Library DVD supplies the following Reporting
documentation:
Reporting 7.5 CCPulse+ Administratorss Guide

Reporting 7.5 Deployment Guide
Reporting 7.5 Reference Manual
Reporting 7.2 ETL Runtime Users Guide
Reporting 7.2 Data Sourcer Users 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.
Reference Manual
33
Call Concentrator 7
Call Concentrator 7
Call 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 ObjectsAgents, DNs, Queues, and so on.

T-Server EventsMessages 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 Documentation

The 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 7.6

Outbound 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:
34
Collection efforts
Telemarketing
Fund raising
Market research and surveys
Emergency notifications
Product promotions
Recalls
Genesys Express 4.6
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.
Chain records for a customer (multiple call records).
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.
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
OCM
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
Provide agent and queue statistics for reporting purposes
Outbound Contact Manager (OCM) is the GUI client for call center managers
to perform these functions:
CPD Server
Reference Manual
Monitor agent/group activities and queue traffic to determine the dialing

speed and agent availability
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
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.
35
Genesys Desktop 7.6
Outbound Contact Documentation

The Genesys Documentation Library DVD supplies the following Outbound
Contact documentation:
Outbound Contact 7.6 Deployment Guide

Outbound Contact 7.6 Reference Manual
Genesys Desktop 7.6

Genesys 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
Chat
Voice (featuring Web CallBack Request, Outbound Campaign Calls, and

Voice CallBack)
Genesys Desktop Documentation

The Genesys Documentation Library DVD supplies the following Genesys
Desktop documentation:
36
Genesys Desktop 7.6 Deployment Guide

Genesys Desktop 7.6 Help
Genesys Express 4.6
Chapter
Solutions and Applications

This 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 37
Windows Services and Startup, page 38
Solution Control Interface, page 39
Simulation and Production Solutions, page 42
Genesys Components and Processes, page 44
Genesys Desktop, page 68
Delivery Server, page 68
Databases, page 69
Configuration Objects, page 72
z
Management Layer
The Framework 7.6 Management Layer enables you to access, view, and
control the Genesys integrated products. It has these components:
Reference Manual
Local Control Agent

Message Server
Solution Control Server
Log Database
Log DB Server
37
Chapter 3: Solutions and Applications
Windows Services and Startup
Management Layer Functions

The Management Layer provides the following functions:
Solution and application control and monitoringThe 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 loggingApplications log maintenance events in a unified

format and record them in one central location accessible through SCI (see
the Genesys Express 4.6 Users Guide). The unified log format enables
easy selection of required log records and facilitates solution-level
troubleshooting.
Alarm signalingMaintenance 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 managementFault 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 Users

Guide on the Genesys Documentation Library DVD.
Windows Services and Startup

When 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.
38
Genesys Express 4.6
Figure 2: Services Window

Now 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.
Reference Manual
39
Menu bar
Toolbar
Shortcuts pane
List pane
Tree view
Figure 3: SCI Starting Window, Solutions View
SCI Menus
The 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:
40
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.
Genesys Express 4.6
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.
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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.
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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.

Genesys 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 Priority

Each 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)
NECProxy
VoiceTServerSimulation (page 48) for Simulation

solution
Note: 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
solution
TServerSIP
StatServer (page 50)
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Genesys Express 4.6
Table 5: Application Startup Priority (Continued)

Application
Startup Priority
ERSDBServer (page 52)
CustomDBServer for Routing
UniversalRoutingServer (page 52)
TServer for IVR
GVP
SIP Stream Manager
12
12
DBServer for Outbound
20
CPD
21
22
MCR ContactServer (page 61)
31
Note: If you deployed Express Voice but did not select

Contact Management during the deployment, Contact
Server was not installed.
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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
43
Genesys Components and Processes
Table 5: Application Startup Priority (Continued)

Application
Startup Priority
DBServer for CallConcentrator
57
CallConcentrator
58
Note: If an application fails to start, the application with the next startup
priority wont start. See Solution Control Interface on page 39 for

more information.

This 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 Components
If 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

Users Guide.
Frameworks 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.
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Genesys Express 4.6
SOLUTIONS
Services Layer
Media Layer
Management Layer
Configuration Layer
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 Users
Guide on the Genesys Documentation Library DVD
For 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
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45
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.
DB
Server
Configuration
Database
Configuration
Manager
Management
Layer
Configuration
Server
Media
Layer
Services
Layer
Solution
Deployment
Wizards
SOLUTIONS
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.
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Genesys Express 4.6
Note: For more information on Log DB Server, see the Framework 7.6 DB
Server Users 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 applications 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 Users 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.

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.
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47
Centralized Log
Database
DB
Server
Solution
Control
Interface
Message
Server
Solution
Control
Server
Network
Management
System
SOLUTIONS
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

Users 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.
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Genesys Express 4.6
Non-voice
Media Server
Interaction
Server
Traditional Telephony
SIP Telephony
T-Server
SIP Server
SOLUTIONS
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 Users 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.
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49
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.
Stat
Server
Media
Layer
DB
Server
Database
SOLUTIONS
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 Users 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.
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Genesys Express 4.6
Note: The Test Simulator application object is called Switch Simulator in the
Simulation solution.
The Test Simulator is accompanied by:
Generic T-ServerA special edition of the Genesys T-Server for use with
the Test Simulator.
Contact Center Activity Simulator (CCAS)A client application (of TServer) that simulates events in a contact center, including answering and
transferring calls, attaching data, and routing calls.
Test Simulator InterfaceA 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 Users Guide and the 6.5 Genesys Simulator Test Toolkit
Generic T-Server Reference Manual on the Genesys Documentation
Library DVD.
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51
Universal Routing Components

If 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 TServer. 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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Genesys Express 4.6
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.
Message
Interaction
PBX
Switch
Universal
Routing
Server
T-Server
VT Server
Stat
Server
DB Server
Agent DN
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
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 calls 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.
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53
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 customers 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 agents 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.
54
Genesys Express 4.6
Figure 11: Universal Routing Architecture Diagram

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.
Agent availability.
Customer information, such as account numbers or origin of the

interaction.
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.
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55
VTO Components
During 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 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 callers response to the
previous node.
For more information on VT Server, see the Voice Treatment Option 7 Voice
Treatment Server Users 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 Users 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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Genesys Express 4.6
Figure 12: Voice Treatment Manager
Note: For more information, see the Voice Treatment Option 7 Voice
Treatment Manager Users Guide on the Genesys Documentation

Library DVD.
Figure 13 shows a greatly simplified flow diagram of VTO in a Genesys
Express environment.
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57
All applications
retrieve configuration
information from
Config Manager.
3. URS queries Stat Server
for agent status.
1. Call comes in
to Routing Point on PBX.
2. Call is transferred to
VTO and VTO asks
customer for account
number request type
(service of info). URS
uses that number for
data dip to get
customer tier and
other information.
.
Creates the scripts

used by VT Server
4. Call is routed to most

appropriately skilled agent.
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 callers 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.
58
Genesys Express 4.6
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 callers 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 callers 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 Components

During 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.
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Tserver_IVR
Tserver_IVR is a virtual T-Server residing within IVR Server. When a vendorprovided 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 TServer 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 Components
Genesys 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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Genesys Express 4.6
If necessary, refer to page 29 for a review of Genesys MCR.

A good starting point for more information on MCR components is the MultiChannel 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.
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Reporting Components
The 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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Genesys Express 4.6
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 ServerDMA reads data from and writes data to the Operational Data
Storage (ODS) specified by the Database Access Point.
Configuration ServerDMA 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 SourcerDMA 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.
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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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Genesys Express 4.6
Data Sourcer as a Client

Data Sourcer is a client of three Framework layers:
Configuration LayerData 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 LayerData 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 ServerData Sourcer writes the data collected from Stat Server to
ODS for temporary storage before the ETL Runtime process begins (see
page 66).
Management LayerData 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.
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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 Users 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.
66
Genesys Express 4.6
DB Server
Stat
Server
Configuration
Server
Data
Sourcer
Data
Modeling
Assistant
Report Layouts
ODS
Data Collection
ETL
Runtime
Engine
ETL
Assistant
Data Mart
Data Mart
DB Server
CCPulse+
Information Delivery
Figure 18: Reporting Components Architecture for Express Voice
Note: Maintain at least 1 GB for ODS data collection. This recommendation
assumes 50100 agents and an ODS backlog of 36 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.
Reference Manual
67
Genesys Desktop
Genesys Desktop
Genesys 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 Users
Guide on the Documentation Library DVD, or Genesys Desktop 7.6

Help, available by clicking the Help button on the toolbar.
Delivery Server
By 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.
68
Genesys Express 4.6
Databases
Databases
The 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.)
Reference Manual
69
Databases
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 Tables
To 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.
70
Genesys Express 4.6
Databases
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 Databases
Table 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
Reference Manual
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.
71
Configuration Objects
Table 6: List of Databases (Continued)

Databases
Description
Outbound
This database is used by Outbound Contact

Server.
CallCon
This database is used by Call Concentrator.
When 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 Folder
In 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.
72
Genesys Express 4.6
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.
Reference Manual
73
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.
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
Solutions
These sets of application functions accomplish particular business tasks in
contact centers. See Table 8.
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
Note: See Table 5 on page 42 for a list of solution applications for Genesys
Express 4.6.
74
Genesys Express 4.6
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.
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
Resources Folder
The subfolders under Resources contain the Configuration Database objects
described below.
Reference Manual
75
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.)
76
Genesys Express 4.6
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.
Reference Manual
77
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.
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
See also Table 9, Configuration Manager, Switching Offices, on page 75.
78
Genesys Express 4.6
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 Users 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.
Reference Manual
79
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 Users Guide on
the Genesys Documentation Library DVD. Also see Framework 7.6
Configuration Manager Help in Configuration Manager.
80
Genesys Express 4.6
Index
A
access group . . . . . . . . . . . . . . . . . 76
Actions Wizard . . . . . . . . . . . . . . . . 32
agent
logins by switch . . . . . . . . . . . . . . . 79
alarm conditions . . . . . . . . . . 41, 46, 47, 72
alarm signaling . . . . . . . . . . . . . . . . 38
Alcatel A4200 switch . . . . . . . . . . . . . 18
Alcatel A4400 switch . . . . . . . . . . . . . 18
Apache . . . . . . . . . . . . . . . . . . . . 16
application version numbers . . . . . . . . . 11
applications
Configuration Manager . . . . . . . . . . . 72
failure . . . . . . . . . . . . . . . . . . 38, 72
Framework . . . . . . . . . . . . . . . . . 44
Routing . . . . . . . . . . . . . . . . . 52, 62
templates . . . . . . . . . . . . . . . . . . 72
architectural diagrams
Configuration Server . . . . . . . . . . . . 46
Data Sourcer . . . . . . . . . . . . . . . . 65
Reporting Layer . . . . . . . . . . . . . . . 62
Solution Control Server . . . . . . . . . . . 48
Stat Server. . . . . . . . . . . . . . . . . . 50
T-Server . . . . . . . . . . . . . . . . . . . 49
Universal Routing . . . . . . . . . . . . . . 52
VTO . . . . . . . . . . . . . . . . . . . . . 58
Aspect ACD switch . . . . . . . . . . . . . . 18
Attached Data . . . . . . . . . . . . . . . . 22
attached data . . . . . . . . . . . . . . . . . 23
audience
defining . . . . . . . . . . . . . . . . . . . 6
automated responses . . . . . . . . . . . . 30
Avaya Definity ECS G3 switch . . . . . . . . 18
Call Concentrator . . . . . . . . . . . . . . . 17
CallConcentrator
startup priority . . . . . . . . . . . . . . . . 44
canned text . . . . . . . . . . . . . . . . . . 30
CC Analyzer
Collection Service . . . . . . . . . . . . . . 64
Stat Server . . . . . . . . . . . . . . . . . 13
CC Pulse. . . . . . . . . . . . . . . . . . 13, 73
CCA Data Sourcer . . . . . . . . . . . . . 13, 64
cfg_dbserver . . . . . . . . . . . . . . . . 12, 73
chapter summaries
defining . . . . . . . . . . . . . . . . . . . . 6
Chat Server . . . . . . . . . . . . . . . . . . 17
Cisco CallManager switch . . . . . . . . . . . 18
Cisco Stream Manager switch . . . . . . . . . 18
commenting on this document . . . . . . . . . 10
components
Framework . . . . . . . . . . . . . . . . . 44
Genesys Voice Platform . . . . . . . . . . 60
GVP . . . . . . . . . . . . . . . . . . . . . 59
IVR . . . . . . . . . . . . . . . . . . . . . 59
Reporting . . . . . . . . . . . . . . . . . . 62
VTO . . . . . . . . . . . . . . . . . . . . . 56
configuration database objects . . . . . . . . 75
Configuration Layer . . . . . . . . . . . . . . 22
Configuration Manager . . . . . . . . . . . . 73
application . . . . . . . . . . . . . . . . . 46
Base software . . . . . . . . . . . . . . . . 12
Configuration Server . . . . . . . . . . . . . . 46
application . . . . . . . . . . . . . . . . . 73
Base software . . . . . . . . . . . . . . . . 12
function . . . . . . . . . . . . . . . . . . . 45
Connection Failure alarm condition . . . . . . 72
Contact Center Activity Simulator . . . . . 18, 51
contact history . . . . . . . . . . . . . . . . . 30
B
Browser . . . . . . . . . . . . . . . . . . . 16
business data . . . . . . . . . . . . . . . . 23
Reference Manual
81
Index
Contact Server
overview . . . . . . . . . . . . . . . . . . . 61
Contact Server Manager . . . . . . . . . . . 17
overview . . . . . . . . . . . . . . . . . . . 61
Contact Server Service
Genesys software . . . . . . . . . . . . . . 17
CPD (Call Progress Detection Server)
CTI Link Failure . . . . . . . . . . . . . . . 72
CustomDBServer for Routing
customer tier . . . . . . . . . . . . . . . . . 54
D
Data Mart . . . . . . . . . . . . . . . . 33, 64, 66
Data Modeling Assistant . . . . . . 13, 33, 63, 73
Data Sourcer . . . . . . . . . . . . . . 13, 64, 73
Data Sourcer DB Server . . . . . . . . . . . 13
Data Sourcer DBServer
Data Sourcer for Stat Server . . . . . . . . . 64
database migration . . . . . . . . . . . . . . 16
database objects in Configuration Manager . 75
databases
reporting . . . . . . . . . . . . . . . . . . . 64
SQL server . . . . . . . . . . . . . . . . . 69
DataSourcer DB Server . . . . . . . . . . . 73
DataSourcerDAP . . . . . . . . . . . . . . . 73
DB Server
definition . . . . . . . . . . . . . . . . . . . 45
diagram . . . . . . . . . . . . . . . . . . . 50
interaction flow . . . . . . . . . . . . . . . 53
DB Server (routing)
DBServer for CallConcentrator
DBServer for DataMart
DBServer for Outbound
Decision Support System Architecture . . . . 32
Delivery Server . . . . . . . . . . . . . . . . 14
diagram
Configuration Server . . . . . . . . . . . . 46
Message Server . . . . . . . . . . . . . . . 48
SCI . . . . . . . . . . . . . . . . . . . . . 48
Stat Server. . . . . . . . . . . . . . . . . . 50
T-Server . . . . . . . . . . . . . . . . . . . 49
VTO . . . . . . . . . . . . . . . . . . . . . 58
directory
Environment . . . . . . . . . . . . . . . . . 72
82
directory numbers . . . . . . . . . . . . . . . 78
DMA . . . . . . . . . . . . . . . . . . . . . .63
DN groups . . . . . . . . . . . . . . . . . . . 76
DNs . . . . . . . . . . . . . . . . . . . . . . 78
document
conventions . . . . . . . . . . . . . . . . . . 7
errors, commenting on . . . . . . . . . . . 10
version number . . . . . . . . . . . . . . . . 7
documentation
Framework . . . . . . . . . . . . . . . . . 23
IVR Interface Option . . . . . . . . . . . . 29
Multimedia . . . . . . . . . . . . . . . . . 30
Reporting . . . . . . . . . . . . . . . . . . 33
VTO . . . . . . . . . . . . . . . . . . . . . 27
Dual Tone Multi Frequency . . . . . . . . . . 59
E
e-mail
forwarding . . . . . . . . . . . . . . . . . . 30
server software . . . . . . . . . . . . . . . 16
E-mail Server Java
overview . . . . . . . . . . . . . . . . . . 61
Environment directory . . . . . . . . . . . . . 72
Ericsson MD110 . . . . . . . . . . . . . . . . 18
ERS DB Server . . . . . . . . . . . . . . 52, 73
ERSDAP . . . . . . . . . . . . . . . . . . . . 73
ERSDBServer . . . . . . . . . . . . . . . . . 14
ETL
databases . . . . . . . . . . . . . . . . . . 71
extraction process . . . . . . . . . . . . . 66
Proxy . . . . . . . . . . . . . . . . . . . . 73
Runtime . . . . . . . . . . . . . . . . . 33, 73
Server . . . . . . . . . . . . . . . . . . . . 73
ETL Assistant . . . . . . . . . . . . . . . . . 13
ETL_Proxy . . . . . . . . . . . . . . . . . . . 13
ETLService . . . . . . . . . . . . . . . . . . 13
Express CTI . . . . . . . . . . . . . . . . . . 5
Express Multimedia . . . . . . . . . . . . . . 5
Express Voice . . . . . . . . . . . . . . . . . 5
Extended Current Status window . . . . . . . 32
extraction from ODS for reporting . . . . . . . 66
F
failures . . . . . . . . . . . . .
fault management . . . . . . .
fields in Configuration Manager
FLEXlm . . . . . . . . . . . .
FLEXlm License Manager . . .
formats . . . . . . . . . . . . .
forwarding e-mail . . . . . . .
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. 38, 72
. . . 38
. . .76
. . . 16
. . . 38
. . . 77
. . . 30
Genesys Express 4.6
Index
Framework
Access Control function . . . . . .
Alarm Processing function. . . . .
Attached Data Distribution function
Configuration function . . . . . . .
documentation. . . . . . . . . . .
External Interfaces function . . . .
Fault Management . . . . . . . .
functions . . . . . . . . . . . . . .
servers and processes . . . . . .
Solution Control function . . . . .
Troubleshooting function . . . . .
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
. 22
. 22
. 22
. 22
. 23
. 22
. 22
. 22
. 44
. 22
. 22
G
GCTI database . . . . . . . . . . . . . . .45, 71
Generic T-Server . . . . . . . . . . . . . .18, 51
Genesys databases . . . . . . . . . . . . . 69
Genesys Desktop
Genesys Express
Express CTI . . . . . . . . . . . . . . . . . 5
Express Multimedia . . . . . . . . . . . . . 5
Express Voice . . . . . . . . . . . . . . . . 5
family of solutions . . . . . . . . . . . . . . 5
optional components . . . . . . . . . . . . 17
standard components . . . . . . . . . . . . 12
third party software . . . . . . . . . . . . . 15
Genesys Voice Platform . . . . . . . . . . . 17
Genesys Web Server . . . . . . . . . . . . 14
GVP . . . . . . . . . . . . . . . . . . . . . 60
H
Hamster Mail Server third party software
history of contacts . . . . . . . . . . . .
Host Inaccessible alarm condition . . . .
hosts in Configuration Manager . . . . .
.
.
.
.
.
.
.
.
16
30
72
74
I
application in the Configuration Layer . . . . 73
Base software . . . . . . . . . . . . . . . . 14
starting. . . . . . . . . . . . . . . . . . . . 55
Internet Contact Center
automated responses . . . . . . . . . . . . 30
contact history . . . . . . . . . . . . . . . . 30
universal queue . . . . . . . . . . . . . . . 30
Internet Contact Solution
documentation. . . . . . . . . . . . . . . . 30
features . . . . . . . . . . . . . . . . . . . 30
I-Server. . . . . . . . . . . . . . . . . . .17, 60
Reference Manual
IVR Interface Option

documentation . . . . . . .
IVR Server
I-Server . . . . . . . . . . .
Tserver_IVR . . . . . . . . .
IVRs in Configuration Manager
. . . . . . . . 29
. . . . . . . . 60
. . . . . . . . 60
. . . . . . . . 77
L
layout templates . . . . . . . .
LCA . . . . . . . . . . . . . .
License Manager . . . . . . .
Licensing Error alarm condition
Local Control Agent . . . . . .
log database . . . . . . . . . .
Log DB Server . . . . . . . . .
logging . . . . . . . . . . . . .
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. . . . 63
12, 22, 47
. . . . 16
. . . .72
12, 22, 47
. . . .71
. . 12, 46
. . 38, 41
M
Management Layer . . . . . . . . . . . . . . 22
MCR . . . . . . . . . . . . . . . . . . . . . .43
MCR Chat Server
MCR Classification Server
MCR Components . . . . . . . . . . . . . . . 60
MCR EMailServerJava. . . . . . . . . . . . . 14
MCR Interaction Server . . . . . . . . . . . . 14
MCR Interaction Server DBServer
MCR InteractionServer DBServer . . . . . . . 14
Media Layer . . . . . . . . . . . . . . . . . . 23
Message Server . . . . . . . . . . . . . . . . 46
architectural diagram . . . . . . . . . . . . 48
Base software . . . . . . . . . . . . . . . . 12
function of . . . . . . . . . . . . . . . . . . 47
Microsoft Internet Explorer 6.0. . . . . . . . . 16
migrating to MS SQL 2000. . . . . . . . . . . 16
Model Environment
access groups. . . . . . . . . . . . . . . . 76
Environment folder . . . . . . . . . . . . . 72
switches . . . . . . . . . . . . . . . . . . . 78
monitoring objects . . . . . . . . . . . . . . . 32
MS SQL Server 2000 . . . . . . . . . . . . . 69
MS-Tserver
overview . . . . . . . . . . . . . . . . . . 61
N
NEC NEAX switch . . . . . . . . . . . . . . . 18
NEC OpenWorX switch . . . . . . . . . . . . 18
83
Index
NECProxy
Nortel Meridian 1 switch . . . . . . . . . . . 18
Nortel Symposium switch . . . . . . . . . . 18
O
ODS . . . . . . . . . . . . . . . . 33, 64, 66, 71
operating system
Windows 2000 Server . . . . . . . . . . . . 16
Windows 2003. . . . . . . . . . . . . . . . 16
optional components . . . . . . . . . . . . . 17
Outbound Contact . . . . . . . . . . . . . . 17
P
PBX
interaction diagram . . . . . . . . . . . . . 53
PBX Simulator . . . . . . . . . . . . . . . . 50
PBX T-Server. . . . . . . . . . . . . . . . . 48
POP3 server . . . . . . . . . . . . . . . . . 16
Production solution . . . . . . . . . . . . . . 42
R
readme.htm . . . . . . . . . . . . . . . . . 11
real-time status . . . . . . . . . . . . . . . . 38
real-time views . . . . . . . . . . . . . . . . 32
Report Layouts . . . . . . . . . . . . . . . . 63
Reporting
CC Pulse . . . . . . . . . . . . . . . . . . 32
Data Mart . . . . . . . . . . . . . . . . . . 66
documentation. . . . . . . . . . . . . . . . 33
extraction assistant . . . . . . . . . . . . . 66
Operational Data Store . . . . . . . . . . . 64
Reporting Layer . . . . . . . . . . . . . . . 31
Resources directory . . . . . . . . . . . . . 75
Response Manager
overview . . . . . . . . . . . . . . . . . . . 61
routing
criteria . . . . . . . . . . . . . . . . . . . . 25
designer . . . . . . . . . . . . . . . . . . . 55
documentation. . . . . . . . . . . . . . . . 25
overview . . . . . . . . . . . . . . . . . . . 24
S
SCI . . . . . . . . . . . . . . . . . . . . . . 13
screen pop . . . . . . . . . . . . . . . . . . 26
84
server
operating system . . . . . . . . . . . . . . 16
servers
CCA Stat Server . . . . . . . . . . . . . . 63
Configuration . . . . . . . . . . . . . . . . 45
DB Server . . . . . . . . . . . . . . . . . . 45
Enterprising Routing DB . . . . . . . . . . 52
I-Server . . . . . . . . . . . . . . . . . . . 60
IVR Server . . . . . . . . . . . . . . . . . 59
Solution Control . . . . . . . . . . . . . . . 47
Statistics . . . . . . . . . . . . . . . . . . 50
Voice T-Server . . . . . . . . . . . . . . . 49
Services Layer . . . . . . . . . . . . . . . . . 23
Siemens Hicom300/HiPath 4000 CSTA I switch
18
Simulation solution. . . . . . . . . . . . . . . 42
simulation voice switch . . . . . . . . . . . . 78
Simulators . . . . . . . . . . . . . . . . . 18, 23
SIP Server
SIP Stream Manager
Base software . . . . . . . . . . . . . . . . 13
Solution Control Server . . . . . . . . . . . . 13
diagram . . . . . . . . . . . . . . . . . . . 48
solutions . . . . . . . . . . . . . . . . . . 42, 74
SQL Server 2000 . . . . . . . . . . . . . . . 16
SQL Server 2005 Express Edition . . . . . . . 69
standard log setting . . . . . . . . . . . . . . 41
Standard Response Library . . . . . . . . . . 30
startup priority (servers) . . . . . . . . . . . . 42
Stat Server . . . . . . . . . . . . . . . . . . . 63
Base software . . . . . . . . . . . . . . . . 12
CC Analyzer . . . . . . . . . . . . . . 13, 63
CC Pulse . . . . . . . . . . . . . . . . . . 32
definition . . . . . . . . . . . . . . . . . . 50
diagram . . . . . . . . . . . . . . . . . . . 50
relation to URS . . . . . . . . . . . . . . . 54
reporting
startup priority . . . . . . . . . . . . . . 43
statistical days . . . . . . . . . . . . . . . . . 77
statistical tables . . . . . . . . . . . . . . . . 78
statistical transactions . . . . . . . . . . . . . 80
StatServer
support . . . . . . . . . . . . . . . . . . . . . 19
switch for Simulation solution . . . . . . . . . 78
Switch Simulator
GUI . . . . . . . . . . . . . . . . . . . . . 50
switches . . . . . . . . . . . . . . . . . . . . 78
Alcatel A4200 . . . . . . . . . . . . . . . . 18
Alcatel A4400 . . . . . . . . . . . . . . . . 18
Genesys Express 4.6
Index
Aspect ACD . . . . . . . . . . . . . . . . . 18
Avaya Definity ECS G3 . . . . . . . . . . . 18
Cisco CallManager . . . . . . . . . . . . . 18
Cisco Stream Manager . . . . . . . . . . . 18
Ericsson MD110 . . . . . . . . . . . . . . . 18
NEC NEAX . . . . . . . . . . . . . . . . . 18
NEC OpenWorX . . . . . . . . . . . . . . . 18
Nortel Meridian 1 . . . . . . . . . . . . . . 18
Nortel Symposium . . . . . . . . . . . . . . 18
Siemens Hicom300/HiPath 4000 CSTA I . . 18
supported . . . . . . . . . . . . . . . . . . 18
Switching Offices . . . . . . . . . . . . . . . 75
T
table access . . . . . . . . . . . . . . . . . 80
technical support . . . . . . . . . . . . . . . 19
Telnet . . . . . . . . . . . . . . . . . . . . . 50
templates . . . . . . . . . . . . . . . . . . . 63
Test Simulator . . . . . . . . . . . . . . . . 50
third party software . . . . . . . . . . . . . . 15
Threshold Wizard . . . . . . . . . . . . . . 32
time zones . . . . . . . . . . . . . . . . . . 80
trace log setting . . . . . . . . . . . . . . . 41
treatments . . . . . . . . . . . . . . . . . . 80
T-Server . . . . . . . . . . . . . . . . . .42, 49
diagram . . . . . . . . . . . . . . . . . 54, 58
switches . . . . . . . . . . . . . . . . . . . 78
VoiceTServer . . . . . . . . . . . . . . . . 48
TServer for IVR
TServer_IVR . . . . . . . . . . . . . . . . . 17
Tserver_IVR . . . . . . . . . . . . . . . . . 60
typographical styles . . . . . . . . . . . . . . 7
version numbers . . . . . . . . . . . . . . . . 11
versions.htm . . . . . . . . . . . . . . . . . . 11
Voice Communication Server (GVP). . . . . . 60
voice directory numbers . . . . . . . . . . . . 79
Voice Treatment Manager . . . . . . . . . 17, 56
Voice Treatment Option . . . . . . . . . . . . 25
relation to Configuration Server . . . . . . . 56
Voice Treatment Server . . . . . . . . . . 17, 56
VoiceSwitchingOffice . . . . . . . . . . . . . 75
VoiceSwitchSimulation. . . . . . . . . . . . . 78
VoiceT-Server . . . . . . . . . . . . . . . . . 48
VoiceTserverProduction . . . . . . . . . . . . 19
VoiceTserverSimulation
W
Windows 2000 Server . . . . . . . . . . . . . 16
Windows 2003 . . . . . . . . . . . . . . . . . 16
Windows Service
start . . . . . . . . . . . . . . . . . . . . . 38
Windows Services . . . . . . . . . . . . . . . 38
Wizard . . . . . . . . . . . . . . . . . . . . . 32
X
XML format . . . . . . . . . . . . . . . . . . 40
U
universal queue . . . . . . . . . . . . . . . 30
Universal Routing
DB Server . . . . . . . . . . . . . . . . 43, 52
Designer . . . . . . . . . . . . . . . . . . . 55
documentation. . . . . . . . . . . . . . . . 25
overview . . . . . . . . . . . . . . . . . . . 24
Universal Routing Server. . . . . . . . . . . 14
starting. . . . . . . . . . . . . . . . . . . . 52
Universal Routing Service . . . . . . . . . . 59
V
VBScript . . . . . . . . . . . . . . . . . . . 32
version numbering
document . . . . . . . . . . . . . . . . . . 7
Reference Manual
85
Index
86
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Genesys Express 4.

Your Responsibility for Your Systems Security

Technical Support from VARs

Technical Support from Genesys

North and Latin America

Europe, Middle East, and Africa

Ordering and Licensing Information

Genesys Express and Related Components ..................................... 11

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

Solutions and Applications ................................................................. 37

Genesys Express 4.6

please visit the Genesys Technical Support website, or request the

Express CTIThis suite includes basic components to start CTI activity.

Express MultimediaThis suite supports voice-processing and advanced

Express VoiceThis suite supports voice-processing functionality for

Genesys customers who have purchased Genesys Express and want to

System integrators (SIs), deploying Genesys Express at customer sites,

Other potential readers include value-added resellers (VARs), those using

This document assumes that you have a basic understanding of:

Computer-telephony integration concepts, processes, terminology, and

Network design and operation.

Chapter 1, Genesys Express and Related Components, on page 11, lists

Chapter 2, Bundled Products, on page 21, summarizes each Genesys

Chapter 3, Solutions and Applications, on page 37, describes the

Genesys Express 4.6

Document Version Number

Please consult the Genesys 7 Migration Guide for more information.

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Genesys Express 4.6

Genesys Express 4.6 Deployment Guide. Written for those people

Genesys Express 4.6 Standard Model Environment Users Guide. Written

Genesys Voice Platform 7.6 Deployment Guide. This guide provides

Genesys Outbound Contact 7.6 Deployment Guide. This guide contains

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Genesys Express 4.6

Genesys Express and

Genesys Express Standard components, which are the basic components of

Third-party software components, including non-Genesys components

Optional software components, as specified during the installation process,

Configuration objects are configured and stored in the Configuration Database

location, also contains a link to this Versions file. In addition, each

Chapter 1: Genesys Express and Related Components

Genesys Express Standard Components

versions previous to 7.5 do not support it.

Table 1: Genesys Express Standard Components

Local Control Agent

(Express Voice and Express

Genesys Express 4.6

Chapter 1: Genesys Express and Related Components

Table 1: Genesys Express Standard Components (Continued)