The Callback service is built on top of the Genesys Mobile Services (GMS) platform, which enables mobile and other applications to easily utilize Genesys callback capabilities from their applications. Integration with the contact center callback functionality is accomplished with APIs that can be accessed through the internet and deployed into your network infrastructure.
The two main components of the Callback service are:
- Genesys Mobile Services (GMS) – This component controls and exposes the Genesys API functionality to external applications by REST APIs, as well as provides the critical callback services (for example, callback management). GMS provides a user interface for managing the provisioning and deployment of call back services. This same user interface also provides basic callback service monitoring capability.
- Orchestration Server – This component provides the different callback communication processes and callback inbound treatment/matching services.
The following diagram shows the main Genesys components that make up the Callback service: