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Context Services User's Guide

Purpose

The Universal Contact Server 8.1 Context Services User’s Guide describes the Context Services functionality of Universal Contact Server (UCS), and includes deployment information.

These pages are valid for all 8.x releases of this product and cover:

  • Features
  • Product architecture
  • Introduction to the API

Description

Context Services's REST APIs provide access to UCS (Universal Contact Server) resources (data entities) via URI paths. To use a REST API, your application will make an HTTP request and parse the response. By default, the response format is XML. If you wish, you can request JSON instead of XML. Because the REST API is based on open standards, you can use any web development language to access the API.

About UCS

Universal Contact Server (UCS) interfaces with a database that stores data on contacts (customers). As the classic UCS, it works with Genesys eServices (Multimedia). With an optional set of additional capabilities known as Context Services, it works with other Genesys products and solutions, such as Genesys Voice Portal and Conversation Manager.

Note the following terminology:

  • UCS/CS is used when describing the Context Services capabilities.
  • Classic UCS refers to UCS apart from Context Services.

Scope of Use

Typical usage scenarios of Context Services include:

  • Customer identification
  • Service resumption
  • Customer profile (retrieval and management)
  • Callback offers
  • Service resumption with an agent
  • Proactive notification
  • Schedule callback with enhancement multimedia confirmation
Retrieved from "https://docs.genesys.com/Documentation:CS:User:Welcome:8.1.x (2019-07-20 00:54:00)"
This page was last modified on November 23, 2017, at 06:13.

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