Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Lamiv_Rumak on May 10, 2011, 12:38:46 PM

Title: Frequently asked clarifications by newbies
Post by: Lamiv_Rumak 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.

Title: Re: Frequently asked clarifications by newbies
Post by: Lamiv_Rumak 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??

Title: Re: Frequently asked clarifications by newbies
Post by: tony 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.

Title: Re: Frequently asked clarifications by newbies
Post by: newbie_ggn 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??

Title: Re: Frequently asked clarifications by newbies
Post by: tony 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