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Author Topic: Frequently asked clarifications by newbies  (Read 3224 times)

Offline Lamiv_Rumak

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Frequently asked clarifications by newbies
« on: May 10, 2011, 12:38:46 PM »
Hi All..

I wanted to start this thread to benefit the newcomers/freshers/beginners to Genesys, Contact center, CTI and stuff. This would help others like me to ask basic doubts which may be silly or even challenging and sure, it would help a lot of ppl visiting this thread.
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Offline Lamiv_Rumak

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Re: Frequently asked clarifications by newbies
« Reply #1 on: May 10, 2011, 12:42:12 PM »
Let me do the honors of posting the first question..

In IRD when targeting an agent group, is it always necessary to give the Virtual Agent group(VAG) targeted as "VAG_name@site_stat_server_were_it_is_located.GA"??  Any technical reason behind it??
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tony

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Re: Frequently asked clarifications by newbies
« Reply #2 on: May 10, 2011, 01:21:14 PM »
Yes - Genesys is built to support multisite deployments. Therefore you need to define "which" and "where" the StatServer is located, relational to the Virtual Agent Group.
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Offline newbie_ggn

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Re: Frequently asked clarifications by newbies
« Reply #3 on: May 11, 2011, 11:47:09 AM »
can you tell me something about Video IVR?? hw can we take customer's input in case of Video??
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tony

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Re: Frequently asked clarifications by newbies
« Reply #4 on: May 11, 2011, 01:46:44 PM »
GVP (Genesys Voice Portal) IVR uses SIP protocols to "play" video files.  Responses are usually DTMF (Customer entered digits) but can also be ASR (Automated Speech Recognition). 

I think you might mean "Video Conferencing" between a customer and an Agent - which is not the same as "Video IVR"...?

TT
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