Inbound Voice vs. Universal Routing

[NewToGenesys]

I need help in determining functionality of various Genesys components.  Where are the routing decisions (ACD functions) made?  Is it within Inbound Voice?  or within Universal Routing?

"Genesys Inbound Voice works with the Customer Interaction Management (CIM) Platform to deliver better management and faster resolution of incoming customer interactions through intelligent call routing. The flexible and customizable routing engine allows incoming calls to be sent to the best qualified internal resource, based upon your business rules. In addition, Inbound Voice easily integrates with Customer Relationship Management (CRM) applications and corporate databases to provide contact center agents with customer data so they can offer personalized service to each customer."

[NewToGenesys]

Tony,

I apologize for not thanking you for your original response.  I still need some help with the distinction between Genesys Inbound Voice and Genesys Universal Routing Server.  From you response it appears that URS performs the routing decisions.  What role does Inbound Voice play? 

Thanks!

[BenTaylor]

Genesys Inbound Voice is just a product name, it consists of several different parts, one of which is URS.