Configuring the routing applications

Business Edition Premise routing configuration occurs at two levels:

• Initial configuration, which involves the setup of auto-attendant menus, business rules, and other configuration objects, requires a basic understanding of Genesys software, particularly Genesys Administrator, SIP Server, and, for email, eServices Knowledge Manager.
• Administrative configuration, such as setting open hours and switching among auto-attendant menu trees, is a subset of the initial configuration tasks and takes place entirely within Genesys Administrator Extension (GAX). It requires no advanced knowledge of Genesys software.

You can configure different values for a number of routing parameters, such as open hours and call priority. To handle different call flow and email scenarios, you use GAX to create parameter groups based on the default parameter group templates supplied in Business Edition Premise.

What the routing solution definitions create

Installation of the solution definitions (SPDs) automatically creates several objects. Configuration Server objects created by previous voice or email installations are not overwritten.

Voice

The Voice SPD creates these objects:

• Default personality
• Audio resources
• Parameters
• Parameter group templates
• Parameter groups

The Voice SPD also creates these samples (object name in parentheses):

• ACD Queues (9000)
• Action codes (Admin Work, Locked, Lunch, Meeting, Pause, RONA, Training)
• Agent groups (AG_Voice_Sample, AG_Voice_Skill_Sample)
• Agent Logins (1000)
• Business attributes
• DN Groups (All_ACDQueues, All_RoutePoints, All_VirtualQueues)
• Extensions (8000)
• Place Groups (All_Places)
• Places (Place_SIP_8000)
• Route Point (selected during SPD installation)
• Skill (Skill_Sample)
• Virtual queue (VQ_Default_sample)

Email

The Email SPD creates these objects:

• Parameters
• Parameter group templates
• Parameter groups
• Transaction (Technical, Email Default)

The Email SPD creates these additional samples (object name in parentheses):

• Agent groups (AG_Email_Sample, AG_Email_Overflow_Sample, Email Supervisors)
• Business attributes (Disposition Code (Attributes), iWS_ToastUserData, iWS_UserData)
• Capacity Rule (GenesysOne_1Voice_1Email)
• Persons (AgentSample, SupervisorSample)
• SIP Switch Virtual queue (VQ_Default_email)
• Transactions (Category1OverrideIWS, Category2OverrideIWS, Category3OverrideIWS, Category4OverrideIWS, Category5OverrideIWS)