Genesys_FrameWork_Training

1、中国工商银行中国工商银行多媒体联系中心解决方案培训多媒体联系中心解决方案培训Framework T-Server闵承忠闵承忠 Adam Min企业咨询服务企业咨询服务 顾问顾问/eSOON /eSOON 中国中国区区e-mail:2T-Server Framework Solution3T-Server Framework Solution4T-Server Framework Solution5T-Server Framework Solution6单元单元I I T-Framework介绍介绍7什么什么是是CTI? ?CTI 是 Computer Telephony Integration

2、 的缩写CTI 是利用电脑和电话的整合，由电脑网络监视和控制交换机的功能8CTICall CenterWorkflow AndContactmanagementWorkloadManagementBlendingAnd routingThe linkage between technology and operational aspects in the call center什么什么是是CTI? ?9PSTNCustomer DB交换机交换机CallerIVRLAN没有没有CTI的的Call Center10CTI LinkGenesys CTI-Enabled 方案方案PSTNCustom

3、er DB交换机交换机CallerIVRGenesys Framework & ApplicationsLAN11单元单元 I I T-Framework介绍介绍12Genesys 开放性架构的领导厂商开放性架构的领导厂商Genesys Framework13Genesys 客户互动心中解决方案客户互动心中解决方案Business ManagementCustomer InterfaceEnterprise InterfaceEnterprise Interaction FrameworkPBX/ACDE-Mail ServerWeb ServerT-ServerFrameworkTe

4、lephoneInteraction RouterCall ConcentratorGenesys E-MailServerWeb InteractionServerGenesys DesktopToolkitAgentIVRE-MailFaxEnterpriseDataWebStrategy BuilderConfigurationManagerCC-PulseCampaignManagerInfrastructure ManagementNMS/SNMPVoice TreatmentOptionDARTAgent Pulse14G6 FrameworkGenesysGenesysGenes

5、ys Framework Framework Framework15Genesys 集成解决方案集成解决方案CallCenter新媒体中心(email)在线服务组(Web)未来的联系点(WAP, PDAsetc.)16Genesys 6 架构总览架构总览CCPulseCCAnalyzerT-ServerStat ServerDBServerDesktop APISolution Control ServerMessage ServerSolution Control InterfaceConfiguration ServerConfiguration ManagerConfiguration

6、Wizards.Management LayerConfiguration LayerMedia LayerServices LayerReportingSolutions17配置环境的演变配置环境的演变Configuration Layer 6Y2KSCE1996Configuration File 1996CME 5.11998CME 5.1.51999CME 5.0199718配置层配置层5.16.0DB ServerConfiguration ServerLCAdefaultHost.PortDbdefaultHost.PortDbConfiguration ManagerManage

7、ment LayerFramework wizardCCU19管理层管理层LOGDBDB ServerMessage ServerLCA配置层配置层SCSSCI应用信息应用信息20配置层配置层21Configuration Server 622Configuration Server 623在在 frameworkframework中添加应用中添加应用24单元单元 I I T-FrameworkT-Framework介绍介绍25什么是什么是 Framework?Framework?26Genesys Framework 是是27Genesys Framework 是是28Genesys Fra

8、mework 是是29Genesys Framework 是是30T-ServerPBX/ ACDAT&T, MCI, SprintComm. InterfaceInternetGatewayTCPInternetIVRManagementCME:Config Mgr.Config ServerSNMPLoggingMulti-tenantActiveX, DCOM, OLE, COM, DDE, TAPI, Java, CORBAStat ServerDB ServerEmail OptionWeb OptionApplicationsInteraction Router withS

9、trategy Builder & LoaderCampaign ManagerCCPulse & Agent PulseDARTMulti-Site SolutionsMulti-site IRNetwork Services Network Interface OptionS-DialerIVRInterfaceGenesys 6.xDialerSS7CTI31高可靠性高可靠性32T-Servers33T-Servers34T-Servers35T-Servers36T-Servers37T-Servers in Release 6.X38T-Server HA Optio

10、nHA ProxyHA ProxyT-ServerT-ServerActivePassiveACD39单元单元 I I T-Framework T-Framework介绍介绍40管理层功能概况41集中的日志系统42集中的日志系统43集中的日志系统44集中的日志系统45管理层架构46. Local Control Agent. Message Server. Solution Control Server. Solution Control Interface. DB Server. Log Database管理层架构47单元单元 I I T-FrameworkT-Framework介绍介绍48

11、媒体层媒体层49T-Server50T-Library Overview51T-Library Characteristics52服务层服务层53服务层服务层54Desktop Toolkit Functions (1)55Desktop Toolkit Functions (2)56单元单元 I I T-Framework T-Framework介绍介绍57T-Server Framework Solution58CME : CME : 主要的功能主要的功能59CME : CME : 部件部件60Configuration Management EnvironmentConfiguratio

12、n ManagerConfiguration ManagerConfigurationServerT-ServerStat ServerInteractionRouterCMEStart-up & run-timeStart-up & run-timeStart-up & run-timeDB Server61需要的操作系统需要的操作系统62CME : Configuration Server63CME : Configuration Manager64CME : Configuration Manager65Configuration ManagerQuik Demo

13、66Genesys Wizard Manager67单元单元 T-Framework T-Framework 安装安装68License Manager通过License,为以下的应用申请许可:T-ServerStat ServerUniversal Routing ServerOutbound Contact ServerGenesys Interface ServerConfiguration Import WizardG-ProxyCall ConcentratorVoice Treatment Option69License ManagerT-Server The number of

14、licenses is defined as the number of DNs that can be registered on T-Server (inbound or outbound concurrent agent stations, IVR ports, and some others). When ordering T-Server, it is important to specify the total number of lines/DNs required. For example, in a Meridian switch, each agent typically

15、has two lines, so the number of lines/DNs ordered will likely be larger than the number of licenses purchased. Support for multi-site routing requires an additional license per connection to each remote T-Server.70License ManagerStat Server One license per instance is required.Universal Routing Serv

16、er One license per instance is required.Outbound Contact Server One license per instance is required.Genesys Interface Server One license per instance is required. An additional license is required per client connection to GIS Statistics Interface.71License ManagerConfiguration Import Wizard One lic

17、ense per import operation is required.G-Proxy One license per instance is required.Call Concentrator One license per instance is required.Voice Treatment Option The number of licenses is defined as the number of VTO ports.72License Manager(1) License Manager is a daemon process that runs continuousl

18、y in the background, tracking how many instances of Genesys licenses are utilized on the network. At startup, all licensed Genesys products establish a client connection to License Manager, providing a computer host ID or IP address along with various information about the application. If the applic

19、ation has a valid license, License Manager allows the application to start and run properly.73License Manager(2) License Manager consists of a server and a client. The license server responds to a clients checkout request for a license if licenses are still available. The server counts the number of

20、 licenses that are in use and the number of licenses that are still available. The server can also provide reports on which licenses are being used and by which users.74License Manager 部件部件 License Manager (LM) daemon Genesys vendor daemon License file Sentinel Key (optional) Application program75Li

21、cense Manager 部件部件76License Manager Daemon The LM daemon (lmgrd) executes two major tasks. 1. It initiates commerce with the client applications, passing the connection on to the appropriate vendor daemon. 2. It starts and restarts the vendor daemons.77License File The file contains information abou

22、t the license server host name, license server host ID, vendor daemons, and at least one line of data, called a FEATURE line, for each licensed product.78License File 79Start License Manager 80单元单元 T-Framework 安装安装81Solution Deployment: The Mission82解决方案配置解决方案配置: 主要特点主要特点83解决方案配置解决方案配置: 交互结构交互结构84统一

23、的接口统一的接口 解决方案控制解决方案控制 监控监控 告警告警 日志察看日志察看管理层管理层 ：85管理层：管理层：是什么是什么 ?86管理层管理层: 怎样做到怎样做到?87CentralizedLog StorageLog EventsMessageServerLog RecordsAlarm EventsSolution StatusUser CommandsInternal Control OperationsApplication StatusExternal ControlOperationsE-mail, Paging,Network Management SystemsSolut

24、ion ControlInterfaceSolutionControlServerGenesysSolutionsLog Records管理层管理层: 分布式结构分布式结构88管理层管理层: 部件部件89管理层：管理层：解决方案控制和监控解决方案控制和监控 (1) (1) 90管理层：管理层：解决方案控制和监控解决方案控制和监控 (2) (2) 91管理层：管理层： 统一的用户导向日志统一的用户导向日志(1)(1) 92管理层：管理层： 统一的用户导向日志统一的用户导向日志(2)(2) 93管理层：管理层： 统一的用户导向日志统一的用户导向日志(3)(3) 94日志输出级别：Standard

25、level : 唯一的使用在正常生产环境中的模式Trace level : 详细报告各个部件的通信内容。在不同的生产环境下，不要使用该级别Debug level : 用于Genesys技术支持分析的。 只能储存为文本文件管理层：管理层： 统一的用户导向日志统一的用户导向日志(4)(4) 95日志输出格式：纯文本格式03/30/00 18:40:33 Standard localhost StatServer2 4502 Cannot connect to T-Server M1 at host alpha, port 3000XML 格式数据库格式10 - CPD server 40 - IV

26、R Interface Server12 Outbound Contact Server 41 - I-server15 Universal Routing Server 42 - Message Server21 Configuration Server 43 - Solution Control Server23 Third Party Server 46 - DB Server28 Custom Server 48 - WFM Data Aggregator31 Virtual Routing Point 50 - WFM Schedule Server33 Web Option 52

27、- ETL Proxy38 CCA Data Sourcer 54 - VSS Server管理层：管理层： 统一的用户导向日志统一的用户导向日志(5)(5) 96管理层管理层可定制的警告管理可定制的警告管理97PrimaryComponent(running)LocalControlAgentSolutionControlServerLocalControlAgentBackupComponent(running) Heartbeat interruption “Server Down”messageInstruction tochange role to primary HOST A HO

28、ST BInstruction tochange role to primary管理层管理层Warm Standby98方案管理方案管理: : 启动和监控启动和监控99方案管理方案管理: : 用户化的日志系统用户化的日志系统100方案管理方案管理: : 弹性的告警发送弹性的告警发送101方案管理方案管理: : 故障管理故障管理102方案管理方案管理: : 故障管理故障管理103Summary of Benefits 104Local Control Agent105Message Server106Solution Control Server107Solution Control Interface108DB Server109方案控制和监测功能方案控制和监测功能110单元单元 T-Framework T-Framework 安装安装111解决方案控制和监控功能112解决方案控制和监控功能113解决方案控制和监控功能114日志捷径 115Start the Management Layer Troubleshooter 116应用程序状态 117什么是 Pending 和 Unknown 118单元单元 建立你的建立你的 T-FrameworkT-