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Genesys Platform SDK 7.6 Documentation

Introducing the Platform SDK

The Platform SDK exposes the protocols of Genesys servers as an API. This means you can write .NET and Java applications that communicate with these servers in their native protocols.

You can use the Platform SDK to do two main things:

In addition to enabling these two basic functions, the Platform SDK ships with application blocks, which have been built on top of the Platform SDK in order to provide simple yet high-performance ways to do things like connecting to servers (using the Protocol Manager Application Block) and handling messages (using the Message Broker Application Block).

Genesys recommends that you use the Protocol Manager Application Block for server connections and the Message Broker Application Block for event handling, unless your specific needs dictate otherwise. You should also determine whether any of the other application blocks meet your needs.

Figure 1 shows the relationship between the Platform SDK protocol objects and the servers each of them connects with.

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Figure 1: Platform SDK Overview

Each protocol object subclasses ClientChannel, which in turn subclasses DuplexChannel and implements the Protocol interface. This means they all share a common interface to the Genesys servers. The protocol objects communicate with the corresponding Genesys servers over a TCP connection, with each one using the native protocol of the server it connects with. For example, the TServerProtocol object communicates over TCP with a T-Server, using the TLIB protocol that is native to the T-Server.

As mentioned above, the Platform SDK also includes reusable production-quality components called application blocks that can be dropped into your code to provide simple yet high-performance ways to carry out important functions that are commonly needed by applications that communicate with Genesys servers.

As shown in Figure 2, there are two main types of application blocks.


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Figure 2: Platform SDK Overview with Application Blocks


The “generic” application blocks, such as Protocol Manager and Message Broker, can — and should — be used by just about any application that uses the Platform SDK. This is also true of the Warm Standby Application Block, which can be used to great effect either in conjunction with Hot Standby or on its own.

However, there are also several application blocks that provide functionality which will be beneficial only for specific types of applications. For example, the Configuration Object Model Application Block makes it easy to work with objects in the Genesys Configuration Layer. If you are writing an application that does not need this functionality, you do not need to use this application block.

The Protocols

The Platform SDK is divided into separate components, known as “protocols.” Each component works with one or more of Genesys servers.

Table 1 shows the servers each of the Platform SDK components connects with, and gives the names of the protocols that are used to communicate with each server.


SDK Name Servers Protocols
Configuration Platform SDK Configuration Server CFGLIB
Contacts Platform SDK Universal Contact Server UCS Protocol
Management Platform SDK Message Server GMESSAGELIB
Solution Control Server SCSLIB
Local Control Agent LCALIB
Open Media Platform SDK Interaction Server ITX, ESP
Outbound Contact Platform SDK Outbound Contact Server CMLIB
OCS-Desktop Protocol
Statistics Platform SDK Stat Server STATLIB
Voice Platform SDK T-Servers TLIB
Preview Interaction Protocol
Web Media Platform SDK Web API Server/Chat Server MCR Chat Lib
Web API Server/E-Mail Server Java MCR E-Mail Lib
Web API Server/Callback Server MCR Callback Lib

Table 1: Components of the Platform SDK


Configuration Platform SDK

TThe Configuration Platform SDK enables you to build applications that use the services of the Genesys Configuration Server. This allows these applications to either query on objects in the Configuration Layer of your Genesys environment or to add, modify, and delete information about those objects, while taking advantage of an environment in which Configuration Server carries out several important administrative functions.

Management Platform SDK

The Management Platform SDK enables you to write applications that interact with Message Server, Solution Control Server, and Local Control Agents.

Open Media Platform SDK

With the Open Media Platform SDK, you can build client applications that feed open media interactions into your Genesys environment, or applications that act as custom media servers to perform external service processing (ESP) on interactions that have already entered it.

Outbound Contact Platform SDK

The Outbound Contact Platform SDK can be used to build applications that allow you to manage outbound campaigns.

Statistics Platform SDK

With the Statistics Platform SDK, you can build applications that use the services of Stat Server in order to solicit and monitor statistics from your Genesys environment.

Stat Server tracks information about customer interaction networks (contact center, enterprise-wide, or multi-enterprise telephony and computer networks). It also converts the data accumulated for directory numbers (DNs), agents, agent groups, and non-telephony–specific object types, such as e-mail and chat sessions, into statistically useful information.

Voice Platform SDK

The Voice Platform SDK enables you to use to design applications that monitor and handle voice interactions from a traditional or IP-based telephony device.

Web Media Platform SDK

The Web Media Platform SDK can be used to build applications that interact with Chat Server, E-Mail Server Java, and Callback Server by way of the Web API Server.


The Application Blocks

Genesys application blocks are reusable production-quality components that provide specific functionality needed by a broad range of Genesys customers. They have been designed using industry best practices and provided with source code so they can be used “as is,” extended, or tailored if you need to. Please see the License Agreement for details.

Note: If you have questions or suggestions about the application blocks, please contact us in the forums at DevZone, the Genesys developer website, which can be reached from the DevZone home page at http://www.genesyslab.com/developer.


Configuration Object Model Application Block

The Configuration Object Model (COM) Application Block provides a consistent and intuitive object model for applications that need to work with Configuration Server objects. Use the COM Application Block when you need to create, update, or delete Configuration Layer Objects.

Message Broker Application Block

The Message Broker Application Block makes it easy for your applications to handle events in an efficient way.

Protocol Manager Application Block

The Protocol Manager Application Block allows for simplified communication with more than one server. It takes care of opening and closing connections to many different servers, as well as handling the reconfiguration of high availability connections.

Warm Standby Application Block

You can use the Warm Standby Application Block to switch to a backup server in case your primary server fails, in cases where you do not need to guarantee the integrity of existing interactions.


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Additional Information

For more information about the Genesys SDK, including the latest versions of all SDK documents, check out the Genesys Developer Zone, which also contains forums and other important sources of developer-related information. DevZone is available at http://www.genesyslab.com/developer.

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Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

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