Professional Documents
Culture Documents
Table of Contents
Executive Summary 1.
Genesys Voice Platform Features 1.
Genesys Voice Platform Architecture 2.
Key Components Overview 2.
Voice Communications Server 2.
Voice Portal Manager 3.
Genesys Studio 4.
Voice Application Reporter 4.
Communication Between the Web Server and Genesys Voice Platform 4.
Automated Speech Recognition 5.
Text-to-Speech 5.
Integration with the Genesys Product Suite 5.
Genesys I-Server 5.
Integration Features 6.
Standards Supported 6.
Application Development 7.
Development Language 7.
Developer Tools 7.
Application Deployment 7
Administrative Tools 7.
Voice Portal Manager 7.
Voice Communications Server 8.
Genesys Voice Platform Configurations 8.
Single Voice Communications Server 8.
Multiple Voice Communications Servers 8.
Multiple Voice Communications Servers
with Dedicated Voice Portal Manager 8.
Dedicated Genesys Studio Host 8.
Network Deployment Options 8.
In Front of the Switch 8.
Behind the Switch 9.
Reliability 9.
Off-the-Shelf Components 9.
Recommended Hardware 9.
Required Software 9.
Recommended Third Party Software 10.
Conclusion 10.
Genesys Voice Platform
Discover the Power of Voice
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Genesys Voice Platform
Discover the Power of Voice
Universal Routing Server Platform server via a corporate LAN or WAN.The voice
· Call parking, giving multi-site contact centers the application resident on the Web Server produces the
ability to allow self-service and call-queuing on the VoiceXML that directs the VCS to play recorded greet-
Voice Platform, ahead of transferring or bridging the ings, prompts, and informational messages to the caller.
call to an agent The voice application also receives caller input via the
· Graphical User Interface (GUI) for the development VCS and plays customized responses. Each Web Sever
of VoiceXML applications can handle HTTP requests for approximately 400 voice
· Real-time monitoring and management, as well as ports. Primary and backup Web Servers are recommend-
historical reporting and analysis via integration with ed.The final network component is Genesys I-Server. I-
the Genesys Framework Server helps Voice Platform identify the correct voice
· Application-specific reporting application when a call arrives. It also orchestrates call
· Deployment of outbound notification applications transfers.
developed in Genesys Studio and operated in
conjunction with an outbound dialing solution The standard version of Voice Platform enables web-
providing call list management driven voice applications using DTMF input by the
· Web-based GUI for configuration of system features caller to make selections and respond to queries.Voice
and voice applications, as well as diagnostics and Platform supports third- party voice recognition engines
other administrative functions as a fast, more caller friendly means of making choices
· Flexible deployment options including single site and providing information. In addition, Voice Platform
configuration or distributed configuration with cen- permits rapid application development and on-the-fly
tralized management information available to callers by supporting Text-To-
Speech (TTS) engines that can read text content in one
GENESYS VOICE PLATFORM ARCHITECTURE of many different languages.
Key Components Overview
The Genesys Voice Platform software product integrates Voice Communications Server
with the Public Switched Telephone Network (PSTN) The Voice Communications Server (VCS) software
to deliver web-driven telephony services to callers. The works with standard Dialogic boards to terminate and
Voice Platform has four primary software components process voice calls that arrive on TDM circuits. When
comprised of the following: Voice Platform is deployed in front of the switch, the
· Voice Communications Server (VCS) - VCS parses, Dialogic circuit boards connect to T1 lines that carry the
interprets and executes the VoiceXML commands in voice calls.When Voice Platform is behind the switch, the
the XML documents served by the voice applica- Dialogic circuit boards connect to the premises-based
tion.The VCS also integrates with automated speech switch via a standard RJ-48 connector. The VCS com-
recognition (ASR) and text-to-speech (TTS) soft- municates with the Dialogic boards, instructing actions
ware. such as playing prompts, listening, or DTMF/speech
· Voice Portal Manager (VPM) - The Voice Portal input.
Manager (VPM) is the component that is used to
configure the various components of the Voice Multiple VCS hosts can be deployed in a distributed
Platform. A web-based interface is used to administer
Voice Platform components.
· Genesys Studio - Genesys Studio is a Windows-
based GUI tool that can be used to build and test
voice applications using a "drag and drop" paradigm.
· Voice Application Reporter - Reporter is a browser-
based based reporting program that runs on a sepa-
rate server. Studio applications store call information
on a web server, and Voice Application Reporter can
report on call statistics by application summarizing
calls by time of day, application, and outcome.
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Genesys Voice Platform
Discover the Power of Voice
fashion for high availability. The VCS includes voice- to the Telephony Manager. If TTS is required, the request
browsers to interpret VoiceXML documents into call is dispatched to the TTS API by the Telephony Manager,
processing events. It integrates with other Genesys soft- which then plays the resulting TTS generated voice.
ware components via the I-Server and optionally inte-
grates with TTS and ASR engines. Page Collector
The Page Collector is a process that fetches the XML
The VCS contains several processes that work together. pages that need to be executed, determines the docu-
ment format and passes the pages to the appropriate
Watchdog parser.
Watchdog is a centralized process that initiates the load-
ing of information for all other processes. Watchdog is TXML Parser
always the first process that starts on the VCS. It reads The TXML Parser parses XML documents using
information from the Voice Platform pop.ini file and Genesys' own XML (TXML) tag set for specific call
provides the process with settings and initialization infor- control and sends the interpreted telephony commands
mation. to the Conversation Controller and Action Execution
Engine.
Network Management
This process is responsible for interfacing with the VXML Parser
SNMP subsystem. It fields SNMP MIB requests and The VXML Parser parses XML documents using the
generates traps for processing by a network management VoiceXML tag set and sends the interpreted telephony
system. It can also provide activity logging for informa- commands to the Conversation Controller and Action
tion and debugging purposes.The network management Execution Engine.
process has a user interface component found in the
Voice Portal Manager that displays statistics on the num- Call Flow Assistant
ber of active ports and allows the manual stopping and The Call Flow Assistant (CFA) initiates an outbound call
restarting of VCS processes. request and communicates with the VPM to authorize
instructions to the VCS.The CFA:
Dialogic Call Control · Provides assistance to every port in translating call
The Dialogic Call Control processes the actual voice control macros into elemental call control steps
calls and manages the Dialogic telephony interfaces. · Provides two-way communication with Genesys
I-Server
Dialogic Media Service
Dialogic provided call management and media process- I-Server Client
ing services used by the Telephony Manager. The I-Server Client communicates with the Genesys I-
Server on a remote host.
Telephony Manager
The Telephony Manager controls the physical voice pro- Text-To-Speech (TTS) API
cessing media and communicates with the Dialogic Call The TTS API communicates with a TTS resource serv-
Control and the Dialogic Media Service. Through the er. It receives instructions and text strings from the
media's driver interface, the Telephony Manager may Conversation Controller and Action Execution Engine.
issue requests such as setting up and tearing down a call, It then returns these execution results in a media file that
playing a voice file, or bridging a call. The Telephony is streamed out through the Dialogic Media Services API
Manager executes call control commands from the by the Telephony Manager.
Conversation Controller and Action Execution Engine.
It also interfaces with the ASR APIs to process speech Voice Portal Manager
recognition requests to the ASR components and returns The Voice Portal Manager (VPM) is used to configure
the recognition results to the Conversation Controller the various components of the Voice Platform. VPM
and Action Execution Engine. offers a web-based interface for entering and changing
information.The VPM can be either co-resident on the
Conversation Controller and Action Execution Engine VCS or reside on its own separate server. The latter is
The Conversation Controller drives the conversation recommended when multiple VCS servers are deployed
with the voice application. It creates a parsed stream of in the network.
the commands, and using the appropriate APIs, executes
the stream of commands. For standard voice processing,
such as playing a voice file, it dispatches the play request
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Genesys Voice Platform
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VCS Integration with VPM · View real-time VCS,TTS, and ASR system activity
The VPM acts as a central repository for the configura- information (this does not include historical infor-
tion data of each VCS installed in the Voice Platform net- mation)
work. During the installation, the VCS self registers with
the VPM. Upon any restart of the VCS, the VCS config- Genesys Studio
uration information is obtained from the information Genesys Studio is a GUI development tool that can be
stored in the VPM.The VPM can manage single or mul- used to build and test voice applications. It is designed for
tiple VCSs in a Voice Platform network solution. This beginners and programmers who are accustomed to
enables the VPM to provide the ability to configure all Integrated Development Environments (IDEs). Genesys
VCSs in a Voice Platform network solution with one Studio allows applications to be generated in ASP or JSP
simple graphical interface. The primary VCS configura- and emits VoiceXML and XML documents.
tion features of the VPM are:
· Monitor VCS performance Genesys Studio offers a series of palettes that include
· Enable/disable VCS system logging blocks which represent predetermined functionality in a
· Manage grammar packages for ASR voice applica- call flow.These blocks can be dragged-and-dropped onto
tions a canvas to quickly build a call flow that denotes the
· Manage VCS system messages and traps (such as fil- voice application. This speeds application development
tering) by freeing the developer from having to learn and write
· Configure TTS servers VoiceXML tags. Instead, developers can focus on appli-
· Configure ASR servers cation call flow. Genesys Studio works in conjunction
· Manage VCS system start/stop processes with the VCS to enable developers to debug voice appli-
· Manage TTS language types and voice types cations that are built using Genesys Studio or in native
VoiceXML. Once a voice application is created in
Voice Application Configuration Genesys Studio and configured using VPM, it can be
Any voice application that is processed on the Voice installed on a Web Server for access by a VCS. Genesys
Platform must be configured in the VPM.Voice applica- Studio provides a graphical interface for observing inter-
tions that are created using Genesys Studio are automat- actions between the VCS and the Web Server. The
ically registered in the VPM.Voice applications that are Genesys Studio software can be installed on a Voice
not created using Genesys Studio must be manually con- Platform server or on a separate Web Server.
figured in the VPM. This is necessary because the VCS
uses these application configurations during call treat- Voice Application Reporter
ment. In addition, the VPM configuration enables the Genesys Studio developed applications have the added
VCS to correctly identify the desired voice application advantage of offering application developers and opera-
using the DNIS of the incoming call.The primary voice tional managers a view into how callers are using the
application configuration features of the VPM allow voice applications. The Voice Application Reporter
authorized administrators to: (VAR) server takes logging events from Studio-generat-
· Modify, and delete voice applications from Voice ed applications. The logged information is routed and
Platform stored on a separate server, where the Voice Application
· Configure the voice application URL Report server can compute summary statistics. The
· Assign specific external telephone numbers to a reporting client offers pre-defined reports on the basic
voice application call information handled by the Voice Platform including
· Enable ASR capture (when ASR is enabled) details by application and call outcome.This application
· Configure a fail over voice application upon failure information is available on an hourly, daily, and/or week-
of primary voice application ly basis. From any browser, the supervisor or any other
interested party can examine call summaries or individ-
Diagnostics/Network Management ual call details over selected time intervals and by appli-
VPM provides links to graphical interfaces that provide cation type.This information can be exported to spread-
diagnostics and network management for all VCSs in the sheets for further analysis. The Voice Application
network.The diagnostics interface can be used to trou- Reporter provides an application-level complement to
bleshoot Voice Platform problems.The network manage- the comprehensive global reporting capabilities found in
ment interface provides information about each particu- the Genesys Framework customer reporting solutions.
lar VCS. The diagnostic and network management fea-
tures of the VPM allow authorized users to: Communication Between the Web Server and
· Start and stop VCS,TTS,ASR and processes Genesys Voice Platform
· Run diagnostic tests and view diagnostic logs Communication between the Web Server and Voice
· View summarized system configuration information Platform is analogous to the desktop web browser
for each VCS model. In a standard web-based application, servers issue
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Genesys Voice Platform
Discover the Power of Voice
instructions to desktop browsers using HTML. The ASR with a default grammar package running on the
browser responds by rendering a page on a computer VCS. A database is also required to store the compiled
display and establishing links to other pages on the Web. grammar records. A file system database is used on the
When the user clicks on a link, the browser issues a VCS.
request to the designated URL, which results in another
web page being fetched and rendered.When the page or Text-to-Speech
its contents change, the next fetch from any browser Voice Platform includes interfaces for incorporating
receives the updated page. third party text-to-speech technology for use in voice
applications. Voice Platform currently supports
SpeechWorks Speechify and ScanSoft RealSpeak TTS.
The API that interfaces with the TTS software is referred
to as the TTS Server. Both the TTS Server and the TTS
software are installed on the VCS. The VCS communi-
cates with the TTS server through HTTP.
Requests and information exchange on the Voice The TTS Server can convert TTS in real-time or batch
Platform are handled in a similar fashion, but the markup modes. In real-time mode, text is converted to speech
language is VoiceXML instead of HTML.The VCS has a and directly streamed back to the client. In batch mode,
VoiceXML-enabled web client that fetches pages from the converted text is posted to a specific URL at the end
Web Servers.Voice applications are generally developed of conversion.
in Active Server Pages (ASPs) or Java Server Pages (JSPs)
that render and deliver instructions in VoiceXML form. INTEGRATION WITH THE GENESYS PRODUCT SUITE
The VCS parses the VoiceXML and instructs call han- Voice Platform takes advantage of the existing Genesys
dling (answering, bridging, disconnecting calls), media Framework to interface with various components of the
management (playing greetings, prompts, and messages Genesys product suite. The integration between Voice
using cached voice files and text to speech), and caller Platform and other Genesys components is via the
input (collect touch-tone digits, perform speech recog- Genesys I-Server.
nition).VoiceXML enables a voice application to drive an
interaction with a caller in the same way that it would Genesys I-Server
interact with a desktop web browser to render a screen The Voice Communications Server includes an I-Server
and react to keyboard or mouse input.As with the desk- client that communicates with a Genesys I-Server
top browser, any changes to the voice application on the process running on a remote host.When Voice Platform
Web Server become effective the next time a page is is configured in front of the switch, I-Server is informed
requested. of new calls arriving at the VCS as well as the termina-
tion of existing calls. In a behind the switch configura-
Automated Speech Recognition tion, the Genesys I-Server is contacted at call setup to
Voice Platform incorporates pre-built ASR interfaces for furnish the ANI and DNIS of the incoming call so that
use in speech-enabled voice applications. The Voice the correct voice application can be identified.
Platform ASR architecture is designed to allow commu-
nication through standard Ethernet networks of In either case, I-Server is able to control the VoiceXML
100Mbps or more. The primary ASR components of scripts that are executed by the VCS.VCS relays call data
Voice Platform are: to I-Server and I-Server is able to orchestrate the trans-
· ASR Software - Processes that run on the VCS and fer of the call to the appropriate agent as necessary.
handle ASR-related tasks
· ASR Package - A package that is specific to each Call information along with any data associated with the
voice application. It consists of the complete set of call is passed to the Genesys I-Server. I-Server transmits
files required to run an ASR voice application the information to other elements of the Genesys suite
including the grammar, dictionary, parameter settings, for integrated call handling and management including:
and prompt files.
· ASR Application Related Prompts - The prompt Integration with the Genesys Management Layer
files that are played during the execution of the ASR The Management Layer of the Genesys Framework
voice application.These are also voice application includes a Solution Control Interface (SCI), which can
specific. be used to view and manually start/stop all Voice
Platform processes.
All of the aforementioned ASR components run on the
VCS.These components, or processes, are referred to as Integration with the Genesys Reporting Layer
“servers” by some vendors. Voice Platform supports The Reporting Layer of the Genesys Framework pro-
ScanSoft OSR, ScanSoft SpeechPearl, or Nuance 8.0 vides a foundation for real-time and statistical historical
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Genesys Voice Platform
Discover the Power of Voice
Integration with Genesys Universal Routing Server (URS) Launching of routing strategy on URS
The VCS integration with Genesys I-Server allows URS to This feature allows a voice application to specify the
control voice application treatment, perform call transfers RouteDN based on the CED.The RouteDN is utilized by
and gather reporting information. Genesys I-Server passes the URS to launch different routing strategies, or routing
call information and attached data to the Genesys URS. scripts. The routing strategy contains the logic to control
how the call is handled.
Integration with Genesys Workforce Management and Workflow
The Workforce Management solution is a multi-media Call transfer
resource planning tool which provides the same scheduling, The voice application can transfer the call by providing a
forecasting and adherence capabilities for a workforce han- phone number.The transfer can be invoked either via the
dling any combination of voice and Internet-based transac- VoiceXML Transfer tag or the TXML
tions.The Workflow solution helps manage the lifecycle of CREATE_LEG_AND_DIAL tag.
a customer interaction from initial contact through fulfill-
ment - regardless of how the customer chooses to commu- Whisper
nicate with the business. The whisper feature allows the voice application to perform
a whisper on the agent leg before the caller and the agent
A voice media channel for the Genesys Universal Queue legs are bridged.This feature is available for "in front" of the
allows a business to route all incoming customers, regardless switch Voice Platform configurations when the voice appli-
of contact media, to a single, integrated media queue. This cation performs a VoiceXML transfer and bridging is not
gives the customer a single point of contact with the com- used.
pany, and the company a common view of the customer.
IVR Take Back
Integration Features This feature allows control to be returned to the voice
As a result of the Voice Platform integration with Genesys application after the caller has finished speaking to the agent.
Framework, various contact center features are made avail- This feature is available for "in front" of the switch only
able. Voice Platform configurations when the voice application
performs a VoiceXML transfer and bridging is not used.
Call flow types
Voice Platform, working with the Genesys Framework, can STANDARDS SUPPORTED
support both Voice Platform controlled and Call Router Voice Platform is a pure software solution that does not rely
controlled call flows. In a Voice Platform controlled call flow, on proprietary programming languages or hardware. It
the self-service phase of the call can continue without I- complies with the latest industry standards as well as emerg-
Server assistance.The I-Server is contacted once the call is ing standards from organizations such as the Internet
queued by the voice application using the TXML Engineering Task Force (IETF), the International
QUEUE_CALL tag.The I-Server is always notified of call Telecommunications Union (ITU) and the World Wide
arrival and the hang-up of events for reporting purposes. In Web Consortium (W3C).
a Call Router controlled call flow, the self-service phase can-
not continue without I-Server assistance. The Voice Supported standards include:
Platform will wait for the URS to instruct which voice · VoiceXML 2.0 (CR & PR)
application to execute. · HTTP for all inter-server communications
· TCP/IP and UDP protocols
Route Request · SNMP manageability for both hardware and software
This feature allows the voice application to park a call on the processes
Voice Platform and issue a request to the Genesys · ISDN PRI
Framework for identifying a target where the call can be · T1 Robbed-bit (in-band signaling)
transferred. The voice application makes the request using · E1 CAS
the TXML QUEUE_CALL tag.
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Genesys Voice Platform
Discover the Power of Voice
APPLICATION DEVELOPMENT tion. Once the code is generated, an Active Server Page
The skill set needed to write Voice Platform applications is (ASP) or Java Server Page (JSP) file is created for each block.
essentially the same as that for writing any Web application,
with the additional consideration of the target user interface The tool is designed for beginners and programmers who
(audio vs. visual). Development does not require knowledge are accustomed to Integrated Development Environments
of proprietary languages or telephony-related functions (IDEs). Genesys Studio supports touch-tone and ASR voice
such as DID/port allocations or call handling. Voice applications, as well as provides a common mechanism to
Platform's web-driven development platform allows busi- link to databases. In addition to Genesys Studio, the VPM
nesses to leverage existing web development expertise as also provides a tool that allows developers to capture caller
well as any existing web-based integration with back-end "utterances" for tuning of ASR voice applications. Genesys
systems. Furthermore, businesses may be able to re-purpose Studio also includes a code-tracing feature that aids in voice
application code, business logic and software that is current- application debugging.
ly used in conjunction with its online applications.
Development Language
Voice applications written for use on Voice Platform must
be written in the nonproprietary coding language of
VoiceXML. Voice Platform supports both the W3C stan-
dards for VoiceXML 2.0 (CR & PR).
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Genesys Voice Platform
Discover the Power of Voice
Multiple local or remote servers can be configured from a Multiple Voice Communications Servers with
single VPM or multiple VPMs based on user preference. In Dedicated Voice Portal Manager
addition, when separate Web Servers are used to host the The VPM is resident on a dedicated host (VPM Host).The
voice applications, they too can be configured using VPM. VCS hosts access the VPM independently. Therefore, the
VCS host can be down for maintenance without impacting
Voice Communications Server the other VPM hosts' access to VPM.A separate Web Server
Within the VPM GUI is a link to administration GUIs for hosts the voice applications and Genesys Studio.
each of the VCSs that are configured for the Voice Platform.
These GUIs can be accessed from any computer that has Dedicated Genesys Studio Host
HTTP connectivity to the VCS. They allow the user to In this configuration, the Genesys Studio development
monitor VCS performance and perform diagnostics includ- component is on a dedicated host (Development Host).The
ing connectivity tests. Web Server only hosts the voice applications. All of the
above configurations are equally valid with a dedicated
GENESYS VOICE PLATFORM CONFIGURATIONS development host.
There are four basic Voice Platform configuration options:
NETWORK DEPLOYMENT OPTIONS
Single Voice Communications Server Voice Platform can be positioned as a solution "in front" of
In this basic configuration, there is only one Voice the premises switch (calls will be terminated directly into
Voice Platform from the PSTN) or "behind" a premises-
based switch configuration. Both in front and behind the
switch configurations can be deployed in a single or multi-
site environment. Additionally both have universal port
capability - meaning that a call received on any physical port
can access any configured voice application.
Communication Server (Host 1). The VPM is co-resident In Front Of the Switch
on the VCS. A separate Web Server hosts the voice applica-
tions as well as the Genesys Studio software.
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Genesys Voice Platform
Discover the Power of Voice
The VCS is integrated with the Genesys I-Server so that the event of a loss of connectivity with the Voice Portal
Genesys Universal Call Router can control voice applica- Manager. In this case, the VCS will automatically accept the
tion treatment, call transfer and gain reporting information. call and complete it using the stored backup termination
number.
Behind the Switch
In this configuration, the Voice Platform only receives In a large-scale Voice Platform solution, an external or
incoming calls that are directed to the VCS by an enterprise Microsoft caching appliance can be used in providing effi-
PBX. It is the PBX that directly interfaces to the PSTN. cient communications between a VCS and the Web Server
in which the voice application resides. In a smaller-scale
When a call arrives from the PSTN, the PBX performs the Voice Platform implementation, such as when the Web
necessary signaling hand-shakes to accept the call.The call is Server is collocated with one of the VCSs, the need for a
then switched (by the PBX) to the VCS. In this deployment, caching appliance on every VCS is not required.
the VCS is also integrated with Genesys I-Server. I-Server
provides the VCS with ANI and DNIS information so that Application reliability is achieved via deployment of a back-
the correct voice application can be identified.At the end of up Web Server.Through the Voice Portal Manager, multiple
the voice application call flow, if the call needs to be routed Web Server hosts can be configured. The order in which
to an agent, the VCS again contacts the I-Server to transfer each Web Server is contacted is also provisioned in the Voice
the call to the appropriate agent. Portal Manager. In the event that none of the Web Server
hosts can be contacted in a reasonable time period, the VCS
RELIABILITY can automatically reroute the call to a backup number, typ-
ically terminating at a customer premises or contact center.
OFF-THE-SHELF COMPONENTS
Recommended hardware
Genesys Voice Platform runs on standard, commonly avail-
able hardware platforms. The following specifications are
recommended:
Component Value
CPU Dual Intel Pentium III CPU,
recommended 2.4Ghz
Hard Drive Two 10K RPM 18Gb with RAID 1
Memory 2 GB for dual CPU configuration
Required Software
High reliability is achieved via physically distributed Voice The following software is required for a Voice Platform
Communications Servers. In a distributed Voice Platform installation:
deployment, the VCSs are daisy-chained for automatic serv-
er- to-server overflow. In the event of a busy condition or Genesys
server failure, calls can hunt transparently and automati- · Genesys Voice Platform software (available on a CD from
cally to the next server. If all ports at all VCSs are busy, calls Genesys)
can fail over to a predetermined backup location. · Genesys Framework including I-Server Windows
Voice Platform ports are universal in that any port can han- Windows
dle any call application. This enables businesses to employ · Windows 2000 Server with Service Pack 4
cost-effective redundancy since the capacity needed to · Internet Explorer 6.0 +
recover from a single server failure is greatly reduced. · MSXML 4.0+
· Windows 2000 Components:
VCS components are monitored by a Watchdog process that · Internet Information Server (IIS) > Common files
automatically restarts failed processes and alerts the enter- · Internet Information Server (IIS) > File Transfer
prise Network Management System (NMS) through an Protocol (FTP) Server
SNMP trap. The Watchdog process resides on the Voice · Internet Information Server (IIS) > Internet
Portal Manager and includes a user interface to allow the Information Server Snap-in
manual stopping and starting of any VCS component. · Internet Information Server (IIS) > World Wide Web
Server
Communication between the VCS and Voice Portal · Management and Monitoring Tools > Simple
Manager is via HTTP.VCSs can access locally stored con- Network Management Protocol
figuration information for each of the applications from · Windows time service
local cache. This information is accessed in the unlikely · Telnet service
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Genesys Voice Platform
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Telephony
Key Genesys Voice Platform Advantages
The following Dialogic telephony hardware is required:
Separates application logic from voice processing - applica-
· Dialogic DM/VA series card.( There is also a DM/VA
tions can be centrally managed and updated.
driver which is shipped with the Voice Platform installer
discs.)
Uses off-the-shelf hardware.
· Dialogic D/JCT series card for lower cost, lower density
environments for GVP: EE systems only
Leverages VoiceXML 2.0 (CR) and standard web programming
(ASP, JSP, Java).
Supported Dialogic cards include:
· Dialogic DM/V960A (4T1; 96 ports)
Provides tight integration with Genesys product suite.
· Dialogic DM/V480A (2T1; 48 ports)
· Dialogic DM/V1200A (4E1; 120 ports)
Supports SpeechWorks Speechify TTS and SpeechWorks
· Dialogic DM/V600A (2E1; 60 ports)
OSR, ScanSoft TTS, and Nuance 8.0 ASR
Supported Intel Dialogic cards for JCT use (GVP: EE only)
Allows web investments to be extended to the telephone
· Dialogic D/600 JCT-E1 (ISDN; 30 ports)
including application code, personalization software and
· Dialogic D/600 JCT-2E1 (E1; 60 ports)
back-end integrations.
· Dialogic D/480 JCT-T1 (ISDN; 24 ports)
· Dialogic D/480 JCT-2T1 (T1; 48 ports)
Designed to take advantage of modern web standards,
· Dialogic D/300 JCT-E1 (E1; 30 ports)
including distributed applications, personalization tools,
· Dialogic D/240 JCT-T1 (T1; 24 ports)
caching, audio techniques, security and networking.
Speech Recognition
The following software is required if speech recognition
software is used:
· ScanSoft OSR 1.1.4, or
· ScanSoft OSR 2.0.3 or CONCLUSION
· ScanSoft SpeechPearl MRCP, or Voice Platform is a powerful premises-based voice process-
· Nuance 8.0 ASR ing solution for both medium and large-scale enterprises.
Since the solution is based on open standards,Voice Platform
Text to Speech offers flexible deployment options and multiple other
The following ScanSoft software is required if text-to- advantages over traditional, proprietary IVR systems.These
speech software is used: advantages translate into reduced capital spending, reduced
· ScanSoft Speechify TTS 2.1.6, or operations staff, new revenue opportunities, and accelerated
· ScanSoft Speechify TTS 3.0.2, or time to market.
· ScanSoft RealSpeak TTS 3.5.1
Speaker Verification
The following ScanSoft software is required if speaker veri-
fication software is used.
· ScanSoft OSDM SpeechSecure 1.2.3
Note: SpeechSecure 1.2.3 requires prior or concurrent pur-
chase of OSR 1.1.4
Miscellaneous
· WinZip, PKZip or any other un-zipping program
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Genesys Voice Platform
Discover the Power of Voice
All other company and product names mentioned are used for identification purposes only, and may be trademarks
of their respective owners.
Copyright © 2004 Genesys Telecommunications Laboratories, Inc. All Rights Reserved
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