u ~ □ oo ,, ti

~
"' %gn r1::;,1· f] 1 il@tl
"hilpt: F'1/I P Find
Protect 61 -~ ¢, D, cs CJ ..di
,· cliape Ou!/1ne
( orwl:'rt to S•na1t,~r1 ~ --...,,'\_ { } . Arrange )u,c l ~~c Replace
Font
Paragraph
Pro tecti on * Dra wing
;, , le1 I.,.
S1 ilpe r •fe,ts ~ Select •
Editing
 ~
.... - -
6 7- ~¢ 03 ·
- "--..)

*.
font Con vert to SmartAr't Protect
Para.grap h ~ ) I\ { } Arrange ~d' Repl ar~
Prote ction
Draw ing Select •
_, •
E:.J,. -
~

Agend a
• Genesys Fra me wo rk
• Inb ou nd A1rch ite ctu re
• Inb ou nd Call flo w
• Ou tbo un d A,r ch ite ctu re
,■ Ou tbo un d Call f low
• Q & A Session

,i= No).H B-
 LU IUfltJ

Ge ne,sys Fra me wo rk
LEGEN D :

,, Confi gurat ion Layer . .op,--.

. .... ~
"'-"n<1u1cory
CO<'•n..ctl ot"I coit'" U'"le-CUoo
1 Ma,n agem ent Layer
1 User lnt,e ractio n Layer
I Medi a Layer
✓ Servic es Layer
Config uration Manag ement ~ U;;;;;;nt;;:;:tl~ Med f a
-- --
Csc. .
Lay••r Layer •r¥f c • •
Layer Lay•r La~er

GAX &ol u llon

~~•: :y-;
p,rorct..~ •-"5
Do,ploym ent
Punc tlon•llty -~-

T - Servor

I
I
- - - - - - - ·I .

Conftgu rntlon
Oat:•.- - Cu•to..n
R...... ~ ,--
0 .atnb•-.o

FRAM EVVO RK

3
Cog niza nt
L
 n 11 ,. sgrnpn
1 IIII Prli11t~~tit I , ,' Drawing
1 Ed tlm g
, 111111 I

lnb ou,1 1
I

fil'.l' "l '!1~m~ ~~,

1mm!Jmm,;.. w, : J

C USTO M ER
mir• ~'V
'?.\r,ft..
1 1

I
I
I

I I

't
i-~

I,' Call er calls hotli ne nu m ber . , IIII

'1
Call is rou t ed to call center via PSTN. IPSTNl1 j~llfn~~~1i~~lf ~
Au d io co d es ESBC fo rward s th e call t o G enesy s 1
~~f'fi1
l~:'IPlm 8[
11~1 I 1 ' er forw ards t he ca ll t o the IVR t o play the call fl ow or to the route
1 1
iI
po int which is con fi gur ed t o ro ute to an age~t .1 111 11111[ 1, 11i1'! J1 , I !,11 Ii:!" I[ ! j
From the lVR ca ll flow , whe n a ca ller opts to spealk ~f
1 1 I 1 1 1 ·I 1 1
I , t o an agent as pe r the ro u ting flow wi t h th e requ ired ski ll set .
I I 'IIi Iill'
1 1
I
I; I
' I ··1 l
I j
pI I
I I!

Cognizant
4
1Ul, :1i II
 Inbound .Galf
11'11 I
I
1

I
11
I ~'w
11 , i11 1
1 1
111 1
, Genesys Voke Platform
, """""'_______,___---49 > - - - - - - - -- ---.

I
11
~1,l1I 111' 111il11 l1il II
1;11
11
1. A can comes ln to. the Session Initiation Protocol! (SIP) Serve1 r from ,aln 1ex er1oa ll !io'u~Je: 1 1i' 1i 11 1111,
through a, thlrd -pa.rty media gateway .
I
,l,1
1
I I
I

'Ill
11
1 1111 1,1111 1· I
1111111, 11111
1 111111 I
1111111
11 111( ''
1 1
I
I
1,1
Mildll
,ill

(!)
____,,,1 __ 71
..--.....--- ,__, I
SpH<n
SKVK"
2 . The SIP Server passes the call to the VP Resource Manager (SI~ !INVITE). 11 I, i'i 01t1W1r'
I
1 11 I RHOl.6Cf 9
11I od•J• ~

-
I M.1n.1g•r
3. The Resource Manager deter mines w hat to d,o w jth t he c:.a,11 . If the ~esource Mia,fllage ~ ,d Stp1ltl
accepts the ca ll, it matches the call to an lntera.c l:iive Woice 1IR,e ~popse (IVR), Profi le. '
1
i'$,rp , s
I I ,I I I SffVIH' \ App/l(J(lO(I
4 .Th e Resource Manager sends the {all to a ,M~dia qontr,ol l?'laUqrim or Ca~I ContrQII
1
S.-vH"
, 1 1'1 I 11 1 ii
Platform resource w i th (SIP INVITE) 11
I ,I' 11 i I I

• 11
1 , 1.1
1
I
5 . T he Fetching Module for that Med'l a Cafltro'I, IPl,a ttorfn 0 1r Ca ll Co lil t rol Platform
re source fetches the required Voice Extensi b l e Mar ku1p La1n~uage (VoiceXMl) fil e ,
Hypertext Transfer Protocol (HTTP}, or Secure HTTIP (HTTPS) irequest

• I I I
6 . The Vo1ceXML Interpreter (Nex.t Gene1rat.iQ lil In terpr eter [NG I] or GVP Interpr eter
lG\/Pil) on the Media Control Pl.atform o r CCXML l olt:erp reter {CCXM U) on the Call
Control Platform interprets the page a nd executes t t,e app lication (Voice XML or·
CCXM L). I I
8. The Real-time Transport Protocol (RTP) media path is established bet\'l een
tin e Media Control Platform and the S/P end user
7 . for automatlc speech recogn ition (ASQ) or t ext·to,:s.peed1 ffTS) servfces, t he Med ia
Control Platform communicates w ith the third·party speeclh applic at i on senr,er by us iing
9 . The Resource Manager ends the call \~1h en one of the parties (the SIP end
Media Resource Control Protocol (MRCPvl or MRCPv.2).
user, the Media Control Platform , or the Call Control Platform) discon nec ts . or wh e n the call is
The Medi a Control Platfo rm or Call Control Platform sends all requ ests for se rvi ces
transferred out of GVP (SIP BYE or REFER).
from other GVP components throu gh the Reso urc,e Manager (SIP)

5 Cognizant
• N o t ~~ I +
 I 11 I
11 1lj,11
I
11[ 11 111 II ii 1:1 I

11 I I 111
111 /
II

_)
_ __
is._
1P_ _ )

I
1
~,ive~~• "c~u~I••

' \
 LU1 l lll9

Outbou 1
nd Call fl o w I

I
11

Me dia
~- ... -', ·;;l. . I p
, Ga te ay lL , OCS send s a Req,u estM akeP redi
I ctlve Ca ll mes sage t o SIP Serv er.
I liq I
2J SIP Sr'nter l nv
1
!tes,
MGP; Gen esys Med ra Serv er to
1 hand le CPA .
I '. I \; I'• .
3. SIIP Se1i11er trea te's' th~ call leg, .
~~ith MCP a,nd esta blish es a call, with
,,11, 'I'
t.he cust ome r.
ii ' ,,. . '
MCP peirronns CPi'.A ;,111d seocfs,
I l1I
the call
111
resu lt to SIP Serv er.
5. SIIP S~r'l,\er' repc;i1 rtf 11
ttle call l sfate ,to OCS by either
1

I I Even t Rele ased (for n egat ive

I• . I call
resu lts} or 'farenti1Esta bli's hed {f9r
posi ti ve ones ) on the Trun k Gr oup
\1 II• I ON . Step 2
6. f or a po,s itive• e::aH ir'esult' l(Even •
1ti 1Estab1
•
d
li shed rece ived ), ocs requ ests SIP Serv er to
I[ II 1 •111,.
1
tH1 nsfe r tlhe outboi!.an~ call
1

frq•~ t~e lirun k Gro up ON to Age

II. IP I ;,' I, I
nt.

I -I''

Cal ling Us~

''ii \l. l 111

Co gn iz an t