IP Telephony & Contact Center Architects

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Genesys Log File Management Tool (LFMT) and its architecture.

Log File Management Tool (LFMT) and its architecture. Log files are an integral part of Genesys software, and they are the main  sources of information when troubleshooting application issues. The faster that relevant, accurate, and consistent log files are provided,… Continue Reading →

GVP 8.x – CTI Connector Call Flow (Genesys)

    Media Gateway sends Invite to SIP Server – SIP Header contains info about the call including ANI and DNIS.  In this case the initial destination is a URS controlled Route Point SIP Server forwards the call information to… Continue Reading →

GVP 8.x Inter-process Communication

GVP 8.x uses SIP messages to communicate with one another. So understanding SIP call flows and how to read SIP messages is pretty much fundamental. Unfortunately, I cannot get into the details of the SIP protocol during this Tech Tutorial,… Continue Reading →

How Virtual queue works?

What is Virtual Queue? Virtual Queue is a logical queue where an interaction is queued if the target is not available. Virtual queues can be associated with any target type like agent, agent groups, place and place groups and commonly… Continue Reading →

Tips & tricks in Genesys, Avaya, Lync and Cloud – Refer it through the window of real-time experiences shared by one of the SMEs

http://lakshmikanth.azurewebsites.net/

GVP – Basic Inbound-Call Flow

Genesys Voice Portal – Basic Inbound-Call Flow 1. A call comes in to the Session Initiation Protocol (SIP) Server from an external source through a third-party media gateway. The SIP Server passes the call to the VP Resource Manager (SIP… Continue Reading →

GVP uses the following communication protocols

• SIP—For call-control messaging between the Resource Manager and SIP Server, and for resource-management messaging between the Resource Manager and GVP resource components. • HTTP—For fetch communications among the NGI/CCXMLI, Fetching Module, and Squid Caching Proxy, and between the Fetching… Continue Reading →

Rollback of any changes to Genesys Routing Strategies: ever wanted such feature?

Rollback of any changes to Genesys Routing Strategies: ever wanted such feature? Hichem Agrebi Founder of AuditGen When it comes to tracking routing strategy changes, the business can only rely on the good sense of the technical users and developers… Continue Reading →

Genesys SIP Server Overview

Genesys Audit Tool

AuditGen is a unique audit trail solution for Genesys based platforms. It provides technical as well as business users with audit capabilities at a technical and operational levels. Its feature scope extends well beyond configuration audit trail. AuditGen offers unique… Continue Reading →

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