Genesys Inbound voice routing

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nbound Vo
COURSE D
© March 2011 Ge
RR 8.0-DPL
Lo
Course Des
nbound Voice
and configure
sessions and
system admin
nbound Voice
nclude Unive
provision a ro
and load bala
basic troubles
Target Audi
nbound Voice
administrators
nstallation, co
Reporting.
Delivery Me
Instruc
Prerequisite
Completion of
• Frame
• Frame
Software Ve
This course u
Composer an
which include
Course Obje
After completi
• Describe
Voice Rou
Server, U
Compose
• Diagram a
flow
• Install and
Voice Rou
• Use Com
routing ap
• Use Gene
applicatio
• Identify an
and runtim
(URS) and
oice Routi
DETAILS
enesys Universit
ocate your loca
scription
e Routing and
Inbound Voic
demonstratio
nistrator point
e Routing com
rsal Routing S
uting applicat
ncing; installa
shooting.
ience
e Routing and
s, system inte
onfiguration, a
ethods
ctor Led, In Cl
es:
f the following
ework 8 Foun
ework 8 Depl
ersion
ses Inbound
nd Orchestrat
s CCPulse+ 8
ectives
ing this cours
and diagram
uting solution
niversal Rout
er
a typical Inbo
d configure co
uting 8 Solutio
poser to exam
pplication
esys Administ
n
nd explain ho
me behaviour
d Orchestratio
ng and So
y Company Con
al training cente
d Solution Re
ce Routing an
ons, students
of view. This
mponents; ins
Server (URS)
tion which wil
ation and con
d Solution Re
egrators, telep
and maintena
lassroom
g:
ndation
oyment or Fr
Voice Routing
tion Server). T
8.0.x and CC
e, a student w
the architectu
which includ
ting Server, S
und Voice Ro
omponents of
on
mine, validate
trator to provi
ow options effe
r of Universal
on Server (O
lution Rep
nfidential and Pr
er: http://www.g
eporting 8 Dep
nd Solution R
learn about In
s course inclu
stallation and
), Orchestratio
l verify deploy
figuration of S
eporting Deplo
phony special
ance of a Gen
amework 8 P
g 8 software c
This course a
Analyzer 7.6
will be able to
ure of Inboun
es Orchestra
Stat Server an
outing interac
f an Inbound
e and publish
sion a routing
ect configurat
Routing Serv
RS)
porting 8 D
roprietary Informa
genesyslab.com
ployment prov
Reporting 8 co
nbound Voice
udes the follow
configuration
on Server (OR
yment; Inbou
Solution Repo
oyment is inte
lists and any
nesys Inbound
5 days
Product Updat
components t
also uses Gen
6 and therefor
o:
d
tion
nd
tion
a
g
tion
ver
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eployment
ation – Duplicatio
m/training/gene
vides student
omponents. U
e Routing and
wing topics: a
n of Inbound V
RS), Stat Se
nd Voice Rou
orting includin
ended for tech
other technic
d Voice Routi
te
that are not a
nesys Solution
re is effective
Explain Inbou
availability
Describe and
Solution Rep
Install and co
components:
Understand t
Routing and
Install and co
site environm
t
on and Unauthor
esys_university
ts with the ski
Using hands o
d Solution Re
architecture a
Voice Routing
rver and Com
uting Solution
ng CCPulse+
hnical consult
al roles involv
ng Solution a
available in the
n Reporting 8
for those usin
und Voice Ro
d diagram the
porting
onfigure Gene
CC Pulse+ a
the relationsh
Genesys Sol
onfigure routin
ment
rized Distribution
y_worldwide
lls needed to
on labs practic
porting from t
and interactio
g components
mposer; how t
n service avail
and CC Ana
tants, system
ved in the pla
and/or Solutio
e 7.x release
8 software com
ng versions 7
outing solution
e architecture
esys Solution
and CC Analy
hip between In
ution Reportin
ng and report
n Prohibited
1 of 3
install
ce
the
n flow of
s which
to
lability
lyzer; and
anning,
on
mponents
7.
n service
of Genesys
Reporting
yzer
nbound Voice
ng
ting in a multi-
e
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2. I
C
©
IR
C
nbound Vo
COURSE D
© March 2011 Ge
RR 8.0-DPL
Course Top
Introducin
Architectu
• Explai
• Define
• List th
Solutio
• Descri
Inboun
• Define
used i
Routing in
• Using
routing
Proces
• Evalua
route i
• Use C
routing
• Use G
applica
• Execu
Routing in
• Using
routing
Proces
• Evalua
route i
• Use C
routing
• Use G
applica
• Execu
Inbound V
• Explai
Orche
• Identif
routing
Reading R
• Identif
Server
and St
• Trace
variou
Server
Deploying
and Orche
• List th
requis
• Identif
• Install
compo
Server
• Config
oice Routi
DETAILS
enesys Universit
Locate your lo
pics: Inboun
ng Inbound Vo
ure
n the role of U
e business case
e components
on
ibe the function
nd Voice Routi
e what State Ch
n the Inbound
n Action: From
Composer, su
g application in
ss Diagrams (I
ate a routing ap
interactions
Composer to va
g application
Genesys Admin
ation
ute a routing ap
n Action: From
Composer, su
g application in
ss Diagrams (I
ate a routing ap
interactions
Composer to va
g application
Genesys Admin
ation
ute a routing ap
Voice 8 Routin
n how the Inbo
stration Server
fy the event and
g a customer in
Routing and O
fy routing relate
r (URS), Orche
tat Server Logs
an inbound vo
s routing comp
r and Stat Serv
g Inbound Voic
estration
e Inbound Voic
ites
fy and explain t
and configure
onents includin
r (URS) and O
gure Routing So
ng and So
y Company Con
ocal training cen
nd Voice Ro
oice Routing 8
niversal Routin
es for Universa
of an Inbound
n of each of the
ng Solution
hart XML (SCX
Voice Routing
m Developmen
mmarize the ke
ncluding Workfl
PD)
pplication and d
alidate, publish
istrator to prov
pplication
m Developmen
mmarize the ke
ncluding Workfl
PD)
pplication and d
alidate, publish
istrator to prov
pplication
ng Interaction
ound Voice Rou
r manages a ty
d request mess
nteraction
Orchestration L
ed messages in
estration Serve
s
oice routing inte
ponent log files
ver)
ce Routing: U
ce Routing 8 in
the available de
Inbound Voice
g: Stat Server,
Orchestration S
olution
lution Rep
nfidential and Pr
nter: http://www
outing
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ng
al Routing
Voice Routing
e components
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Solution
nt to Provision
ey components
ows and Intera
determine how
and deploy a
vision a routing
nt to Provision
ey components
ows and Intera
determine how
and deploy a
vision a routing
Flows
uting Solution w
ypical interactio
sages involved
Logs
n Universal Ro
r (ORS), T-Ser
eraction throug
(URS, ORS, T
Universal Rout
nstallation pre-
eployment met
e Routing 8
, Universal Rou
erver (ORS)
porting 8 D
roprietary Informa
w.genesyslab.c
g
in an
y it is
ning
s of a
action
w it will
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s of a
action
w it will
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on
d in
uting
rver
h the
T-
ting
thods
uting
Dep
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Rou
•
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Rou
•
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•
•
•
•
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Rou
•
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•
eployment
ation – Duplicatio
com/training/ge
loying Inboun
Deploy and co
development
Identify and se
(URS) configu
Server (ORS)
Provision routi
Deploy routing
application ser
and test
Describe and u
ting and Orch
Name and des
Identify where
Universal Rou
(ORS)
Describe the o
Server and Or
options
Set and observ
ting Service A
Identify Univer
Server (ORS)
affect runtime
Implement and
Describe what
Orchestration
Describe what
Describe how
availability
Install and con
storage
Configure an O
ting in a Multi
Describe the a
multi-site envir
Explain how In
typical interact
Configure and
t
on and Unauthor
enesys_univers
nd Voice Rout
onfigure Compo
et the required
ration options t
ing application
g application to
rver
utilize Orchestr
hestration: Co
scribe routing-r
application op
ting Server (UR
order of preced
rchestration Se
ve routing optio
Availability: Pe
rsal Routing Se
component av
operations
d test a backup
t persistence is
Server
t a cluster of O
a cluster provid
nfigure Apache
Orchestration S
i-Site Environ
architecture of I
ronment
nter-Server Cal
tion
test ISCC func
rized Distribution
sity_worldwide
ing: Compos
oser for Routin
Universal Rout
to work with Or
to validate inst
Apache Tomc
ration Server lo
nfiguration Op
related configur
ptions are set fo
RS) and Orche
ence for Unive
erver uses for c
ons in action
ersistence and
erver (URS) an
ailability option
p Universal Rou
s and how it use
rchestration Se
des load balan
Cassandra for
Server cluster
ment
Inbound Voice
ll Control (ISCC
ctionality
n Prohibited
2 of 3
er
g application
ting Server
rchestration
tallation
cat web
ogging options
ptions
ration options
or both
estration Serve
ersal Routing
configuration
d Clusters
nd Orchestratio
ns and how the
uting Server
ed by
ervers is
ncing and high
r persistence
Routing in a
C) manages a
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n
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3. I
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©
IR
C
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nbound Vo
COURSE D
© March 2011 Ge
RR 8.0-DPL
Course Top
ntroducing Ge
Describe th
Describe th
Diagram th
Identify the
Genesys
reporting c
Deploying and
Stat Server
Describe th
Explain the
deploymen
Install and
Reporting
Explain wh
Configure T
Deploying CC
Install and
Identify the
Genesys c
Describe W
Create Wo
Using Real-Tim
Navigate th
Create a cu
Create a re
Create and
Identify com
Deploying CC
Identify an
data collec
Install and
component
Mart datab
Assistant (
Deploying CC
Identify the
consolidati
Install and
component
oice Routi
DETAILS
enesys Universit
Locate your lo
pics: Solutio
enesys Solutio
he role of Solut
he functionality
he architecture
e types of data
components
d Configuring
he functionality
e role of Stat Se
nt
configure Stat
hat a statistical
Time Profiles a
Pulse+
configure CCP
e data flow betw
components to
Workspaces, Vi
orkspace and V
me CC Pulse+
he CCPulse+ G
ustom template
eal-time report
d use Threshold
mmon installat
Analyzer: Par
nd describe the
ction componen
configure CC A
ts: Operationa
base, Data Sou
DMA)
Analyzer: Par
e data flow betw
on component
configure CC A
ts: ETL Assist
ng and So
y Company Con
ocal training cen
on Reportin
on Reporting
tion Reporting
y of Solution Re
of CC Pulse+
reported by the
Real-Time Re
y of Stat Server
erver in Solutio
Server for rea
type definition
and Filters
Pulse+ for real-
ween CCPulse
create real-tim
iews and Temp
View to verify de
GUI
e
ds and Actions
ion and configu
rt 1 Data Colle
e data flow betw
nts
Analyzer data c
al Data Store (O
rcer and Data
rt 2 Data Cons
ween CC Analy
s
Analyzer data c
ant and ETL R
lution Rep
nfidential and Pr
nter: http://www
g
eporting
and CC Analyz
e different
porting
r
on Reporting
l-time Solution
is
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e+ and other
e reports
plates
eployment
s
uration problem
ection
ween CC Analy
collection
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Modeling
solidation
yzer data
consolidation
Runtime
porting 8 D
roprietary Informa
w.genesyslab.c
zer
ms
yzer
a
Test
Deliv
•
•
•
•
•
Con
•
•
Putt
and
eployment
ation – Duplicatio
com/training/ge
ting Historical
very
Describe Hype
Configure Ope
Mart
Install Hyperio
of-the box repo
Configure a Hy
Create an histo
the box reports
figuring CCPu
Configure CCP
Generate a his
ting it all Toge
Reporting in a
t
on and Unauthor
enesys_univers
l CC Analyzer
erion in relation
en Database C
on Interactive R
orts
yperion Open C
orical report us
s
ulse+ for Histo
Pulse+ for histo
storical report w
ether: Installin
a Multi-Site En
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sity_worldwide
: Part 3 Inform
n to CC Analyz
onnectivity (OD
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sing Hyperion a
orical Reportin
orical reporting
with CCPulse+
ng Inbound Vo
nvironment
n Prohibited
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mation
er
DBC) Data
o to view out-
sion (OCE) file
and the out-of-
ng
oice Routing