Call routing

[mahesh]

Hi can anybody explain me in brief .. how the callings start flow in genesys

[tony]

...as a brief synopsis..? I'll try with some basic facts;

Switch/SCP (PBX or Network) Extension Numbers are registered as "Route Points" (RP), in Genesys Configuration Manager (CME).
A Genesys Telephony Server (TServer) is connected to the Switch/SCP - this sends Requests and receives Events to and from the heart of the Switch/SCP.
Routing Strategies and (re-usable) Sub-Routines are created in Interaction Routing Designer (IRD).
Routing Strategies are activated through a Universal Routing Server (URS).
Routing Strategies are loaded onto specified RP, using IRD, which activates the Strategy by passing parameters through the URS to the Telephony Server (TServer).
The TServer sends/receives instructions to/from the Switch/SCP, based on the outputs/inputs from the URS.
Within a Strategy, you can use a component called a "Queue" (or a "Virtual Queue") to Target or monitor interaction traffic.

You can also monitor the interaction traffic flowing through RP and Queues/Virtual Queues in Call Centre Pulse (CCPulse+), using statistical parameters which are loaded onto a StatServer.  The StatServer is connected to the TServer and is monitoring/reporting the flow of interaction traffic, as a monitoring system.

- that's about it, I think...

Tony

[Fra]

It's all so easy 

[tony]

...you think a pretty picture might help...? lol