A G E N ESYS W H I T E PA P E R

Genesys Voice Platform

Discover the Power of Voice

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.

EXECUTIVE SUMMARY
Genesys Voice Platform is a software product that deliv-
ers next generation voice processing to meet sophisticat-
ed call routing and voice self-service needs. Voice
Platform improves the value proposition of traditional
IVR systems with lowered costs and improved time to
market for speech-directed voice applications, a stan-
dards-based VoiceXML development environment, more
personalized and dynamic customer interactions, and an
integrated approach to self-service, intelligent routing
and agent-assisted service.Voice Platform enables phone
access to web-based content, facilitates consistent com-
munications between voice and web support channels,
eliminates redundant expenditures in disparate infra-
structures, and delivers operational cost savings over pro-
prietary IVR solutions.
The Voice Platform architecture is modeled after the
web, giving businesses the flexibility to separate their
voice applications from the supporting telephony and
speech resources. Voice Platform allows a customer to
grow their capacity by simply adding a standard
Windows 2000 server with telephony cards, loading the
Voice Platform software, and "telling" the new server
which web server it should contact to access the applica-
tion.This translates into faster and easier platform expan-
sion, and simplified application maintenance. It's just that
simple.
Voice Platform utilizes VoiceXML to provide a unified
development environment that allows businesses to re-
purpose web investments for voice, including application
code, business rules and personalization software. Voice
and web channels can share the same back-end database
integrations, facilitating a holistic view of the customer
regardless of how they choose to interact with the busi-
ness.
Genesys Voice Platform also offers the Genesys Studio
GUI development tool for easy creation, testing and
deployment of VoiceXML applications as well as the
Voice Application Reporter, a reporting tool to evaluate
the performance of applications and report on Voice
Platform usage by application and time of day.
Genesys Voice Platform has four primary software com-
ponents:
· Voice Communications Server (VCS)
· Voice Portal Manager (VPM)
· Voice Application Reporter (VAR)
· Genesys Studio
Tightly integrated into the Genesys product offering,
Voice Platform is uniquely positioned to provide a com-
prehensive interaction management solution that
includes personalized voice self-service, automated
speech recognition, universal queuing, intelligent cus-
Genesys Voice Platform
Discover the Power of Voice
tomer segmentation, advanced call routing and CTI,
application reporting, and easy-to use administrative
GUIs.
GENESYS VOICE PLATFORM FEATURES
Like traditional IVR solutions,Voice Platform provides
the core telephony features needed to support call hand-
ling for a voice application.Voice Platform expands tra-
ditional IVR functionality with self-service capabilities
that are tightly integrated with the Genesys product suite
and a flexible, standards-based voice processing
platform.
Core telephony features
· Call acceptance and processing via standard tele-
phony interfaces using Dialogic DM/VA and
JCT series boards
· Each VCS server can support up to 288 ports and
144 ports if ASR is present.The port density is influ-
enced by processor, chassis, and ASR application
factors, so actual port densities may differ depen-
ding on ASR solutions.
· ISDN PRI, T1 and E1support to carriers and PBXs
· Support for E1 and T1 CAS configurations
· Acceptance and processing of information delivered
with a call from the PSTN including ANI, DNIS
and CLID both in carrier and behind PBX opera-
tions
· Voice Platform telephony ports are universal in that
they can terminate any call for any application. GVP
uses the DNIS number to identify the web appli-
cation that should be used for a given call.The VPM
is used to assign DNIS numbers to web server
applications.
· Caller interaction includes voice and TTS for
prompts along with DTMF and voice recognition
for data collection
· When GVP is connected to the carrier network,
GVP can network transfer calls using AT&T Transfer
Connect,WorldCom Takeback and Transfer,
and Sprint Agent Transfer.Additionally, GVP can
use its own Call Bridging capability if needed.
· When GVP is connected behind a PBX, it transfers
calls to agents using the Genesys FrameWork's CTI
link (known as T-Server) associated with that specific
PBX.The VCS communicates with the T-Server
through the IVR Server component.
Advanced features
· SpeechWorks Speechify TTS and SpeechWorks
OSR
· ScanSoft RealSpeak TTS
· Advanced Call Control capabilities using XML
extensions, providing capability beyond the current
scope of VoiceXML
· XML-based back-end data capture
· Intelligent call routing via integration with Genesys
1

Universal Routing Server
· Call parking, giving multi-site contact centers the
ability to allow self-service and call-queuing on the
Voice Platform, ahead of transferring or bridging the
call to an agent
· Graphical User Interface (GUI) for the development
of VoiceXML applications
· Real-time monitoring and management, as well as
historical reporting and analysis via integration with
the Genesys Framework
· Application-specific reporting
· Deployment of outbound notification applications
developed in Genesys Studio and operated in
conjunction with an outbound dialing solution
providing call list management
· Web-based GUI for configuration of system features
and voice applications, as well as diagnostics and
other administrative functions
· Flexible deployment options including single site
configuration or distributed configuration with cen-
tralized management
GENESYS VOICE PLATFORM ARCHITECTURE
Key Components Overview
The Genesys Voice Platform software product integrates
with the Public Switched Telephone Network (PSTN)
to deliver web-driven telephony services to callers. The
Voice Platform has four primary software components
comprised of the following:
· Voice Communications Server (VCS) - VCS parses,
interprets and executes the VoiceXML commands in
the XML documents served by the voice applica-
tion.The VCS also integrates with automated speech
recognition (ASR) and text-to-speech (TTS) soft-
ware.
· Voice Portal Manager (VPM) - The Voice Portal
Manager (VPM) is the component that is used to
configure the various components of the Voice
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.
A standard HTTP 1.1 compliant Web Server (IIS,
Apache, Tomcat, Websphere, etc.) must be added to the
Voice Platform configuration as an additional network
component. In this configuration, the Voice Platform
voice applications would reside on the Web Server and
be remotely configured and managed from the VPM
Web Servers, which connect directly to the Voice
Genesys Voice Platform
Discover the Power of Voice
Platform server via a corporate LAN or WAN.The voice
application resident on the Web Server produces the
VoiceXML that directs the VCS to play recorded greet-
ings, prompts, and informational messages to the caller.
The voice application also receives caller input via the
VCS and plays customized responses. Each Web Sever
can handle HTTP requests for approximately 400 voice
ports. Primary and backup Web Servers are recommend-
ed.The final network component is Genesys I-Server. I-
Server helps Voice Platform identify the correct voice
application when a call arrives. It also orchestrates call
transfers.
The standard version of Voice Platform enables web-
driven voice applications using DTMF input by the
caller to make selections and respond to queries.Voice
Platform supports third- party voice recognition engines
as a fast, more caller friendly means of making choices
and providing information. In addition, Voice Platform
permits rapid application development and on-the-fly
information available to callers by supporting Text-To-
Speech (TTS) engines that can read text content in one
of many different languages.
Voice Communications Server
The Voice Communications Server (VCS) software
works with standard Dialogic boards to terminate and
process voice calls that arrive on TDM circuits. When
Voice Platform is deployed in front of the switch, the
Dialogic circuit boards connect to T1 lines that carry the
voice calls.When Voice Platform is behind the switch, the
Dialogic circuit boards connect to the premises-based
switch via a standard RJ-48 connector. The VCS com-
municates with the Dialogic boards, instructing actions
such as playing prompts, listening, or DTMF/speech
input.
Multiple VCS hosts can be deployed in a distributed
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fashion for high availability. The VCS includes voice-
browsers to interpret VoiceXML documents into call
processing events. It integrates with other Genesys soft-
ware components via the I-Server and optionally inte-
grates with TTS and ASR engines.
The VCS contains several processes that work together.
Watchdog
Watchdog is a centralized process that initiates the load-
ing of information for all other processes. Watchdog is
always the first process that starts on the VCS. It reads
information from the Voice Platform pop.ini file and
provides the process with settings and initialization infor-
mation.
Network Management
This process is responsible for interfacing with the
SNMP subsystem. It fields SNMP MIB requests and
generates traps for processing by a network management
system. It can also provide activity logging for informa-
tion and debugging purposes.The network management
process has a user interface component found in the
Voice Portal Manager that displays statistics on the num-
ber of active ports and allows the manual stopping and
restarting of VCS processes.
Dialogic Call Control
The Dialogic Call Control processes the actual voice
calls and manages the Dialogic telephony interfaces.
Dialogic Media Service
Dialogic provided call management and media process-
ing services used by the Telephony Manager.
Telephony Manager
The Telephony Manager controls the physical voice pro-
cessing media and communicates with the Dialogic Call
Control and the Dialogic Media Service. Through the
media's driver interface, the Telephony Manager may
issue requests such as setting up and tearing down a call,
playing a voice file, or bridging a call. The Telephony
Manager executes call control commands from the
Conversation Controller and Action Execution Engine.
It also interfaces with the ASR APIs to process speech
recognition requests to the ASR components and returns
the recognition results to the Conversation Controller
and Action Execution Engine.
Conversation Controller and Action Execution Engine
The Conversation Controller drives the conversation
with the voice application. It creates a parsed stream of
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
Genesys Voice Platform
Discover the Power of Voice
to the Telephony Manager. If TTS is required, the request
is dispatched to the TTS API by the Telephony Manager,
which then plays the resulting TTS generated voice.
Page Collector
The Page Collector is a process that fetches the XML
pages that need to be executed, determines the docu-
ment format and passes the pages to the appropriate
parser.
TXML Parser
The TXML Parser parses XML documents using
Genesys' own XML (TXML) tag set for specific call
control and sends the interpreted telephony commands
to the Conversation Controller and Action Execution
Engine.
VXML Parser
The VXML Parser parses XML documents using the
VoiceXML tag set and sends the interpreted telephony
commands to the Conversation Controller and Action
Execution Engine.
Call Flow Assistant
The Call Flow Assistant (CFA) initiates an outbound call
request and communicates with the VPM to authorize
instructions to the VCS.The CFA:
· Provides assistance to every port in translating call
control macros into elemental call control steps
· Provides two-way communication with Genesys
I-Server
I-Server Client
The I-Server Client communicates with the Genesys I-
Server on a remote host.
Text-To-Speech (TTS) API
The TTS API communicates with a TTS resource serv-
er. It receives instructions and text strings from the
Conversation Controller and Action Execution Engine.
It then returns these execution results in a media file that
is streamed out through the Dialogic Media Services API
by the Telephony Manager.
Voice Portal Manager
The Voice Portal Manager (VPM) is used to configure
the various components of the Voice Platform. VPM
offers a web-based interface for entering and changing
information.The VPM can be either co-resident on the
VCS or reside on its own separate server. The latter is
recommended when multiple VCS servers are deployed
in the network.
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VCS Integration with VPM
The VPM acts as a central repository for the configura-
tion data of each VCS installed in the Voice Platform net-
work. During the installation, the VCS self registers with
the VPM. Upon any restart of the VCS, the VCS config-
uration information is obtained from the information
stored in the VPM.The VPM can manage single or mul-
tiple VCSs in a Voice Platform network solution. This
enables the VPM to provide the ability to configure all
VCSs in a Voice Platform network solution with one
simple graphical interface. The primary VCS configura-
tion features of the VPM are:
· Monitor VCS performance
· Enable/disable VCS system logging
· Manage grammar packages for ASR voice applica-
tions
· Manage VCS system messages and traps (such as fil-
tering)
· Configure TTS servers
· Configure ASR servers
· Manage VCS system start/stop processes
· Manage TTS language types and voice types
Voice Application Configuration
Any voice application that is processed on the Voice
Platform must be configured in the VPM.Voice applica-
tions that are created using Genesys Studio are automat-
ically registered in the VPM.Voice applications that are
not created using Genesys Studio must be manually con-
figured in the VPM. This is necessary because the VCS
uses these application configurations during call treat-
ment. In addition, the VPM configuration enables the
VCS to correctly identify the desired voice application
using the DNIS of the incoming call.The primary voice
application configuration features of the VPM allow
authorized administrators to:
· Modify, and delete voice applications from Voice
Platform
· Configure the voice application URL
· Assign specific external telephone numbers to a
voice application
· Enable ASR capture (when ASR is enabled)
· Configure a fail over voice application upon failure
of primary voice application
Diagnostics/Network Management
VPM provides links to graphical interfaces that provide
diagnostics and network management for all VCSs in the
network.The diagnostics interface can be used to trou-
bleshoot Voice Platform problems.The network manage-
ment interface provides information about each particu-
lar VCS. The diagnostic and network management fea-
tures of the VPM allow authorized users to:
· Start and stop VCS,TTS,ASR and processes
· Run diagnostic tests and view diagnostic logs
· View summarized system configuration information
for each VCS
Genesys Voice Platform
Discover the Power of Voice
· View real-time VCS,TTS, and ASR system activity
information (this does not include historical infor-
mation)
Genesys Studio
Genesys Studio is a GUI development tool that can be
used to build and test voice applications. It is designed for
beginners and programmers who are accustomed to
Integrated Development Environments (IDEs). Genesys
Studio allows applications to be generated in ASP or JSP
and emits VoiceXML and XML documents.
Genesys Studio offers a series of palettes that include
blocks which represent predetermined functionality in a
call flow.These blocks can be dragged-and-dropped onto
a canvas to quickly build a call flow that denotes the
voice application. This speeds application development
by freeing the developer from having to learn and write
VoiceXML tags. Instead, developers can focus on appli-
cation call flow. Genesys Studio works in conjunction
with the VCS to enable developers to debug voice appli-
cations that are built using Genesys Studio or in native
VoiceXML. Once a voice application is created in
Genesys Studio and configured using VPM, it can be
installed on a Web Server for access by a VCS. Genesys
Studio provides a graphical interface for observing inter-
actions between the VCS and the Web Server. The
Genesys Studio software can be installed on a Voice
Platform server or on a separate Web Server.
Voice Application Reporter
Genesys Studio developed applications have the added
advantage of offering application developers and opera-
tional managers a view into how callers are using the
voice applications. The Voice Application Reporter
(VAR) server takes logging events from Studio-generat-
ed applications. The logged information is routed and
stored on a separate server, where the Voice Application
Report server can compute summary statistics. The
reporting client offers pre-defined reports on the basic
call information handled by the Voice Platform including
details by application and call outcome.This application
information is available on an hourly, daily, and/or week-
ly basis. From any browser, the supervisor or any other
interested party can examine call summaries or individ-
ual call details over selected time intervals and by appli-
cation type.This information can be exported to spread-
sheets for further analysis. The Voice Application
Reporter provides an application-level complement to
the comprehensive global reporting capabilities found in
the Genesys Framework customer reporting solutions.
Communication Between the Web Server and
Genesys Voice Platform
Communication between the Web Server and Voice
Platform is analogous to the desktop web browser
model. In a standard web-based application, servers issue
4

instructions to desktop browsers using HTML. The
browser responds by rendering a page on a computer
display and establishing links to other pages on the Web.
When the user clicks on a link, the browser issues a
request to the designated URL, which results in another
web page being fetched and rendered.When the page or
its contents change, the next fetch from any browser
receives the updated page.
Requests and information exchange on the Voice
Platform are handled in a similar fashion, but the markup
language is VoiceXML instead of HTML.The VCS has a
VoiceXML-enabled web client that fetches pages from
Web Servers.Voice applications are generally developed
in Active Server Pages (ASPs) or Java Server Pages (JSPs)
that render and deliver instructions in VoiceXML form.
The VCS parses the VoiceXML and instructs call han-
dling (answering, bridging, disconnecting calls), media
management (playing greetings, prompts, and messages
using cached voice files and text to speech), and caller
input (collect touch-tone digits, perform speech recog-
nition).VoiceXML enables a voice application to drive an
interaction with a caller in the same way that it would
interact with a desktop web browser to render a screen
and react to keyboard or mouse input.As with the desk-
top browser, any changes to the voice application on the
Web Server become effective the next time a page is
requested.
Automated Speech Recognition
Voice Platform incorporates pre-built ASR interfaces for
use in speech-enabled voice applications. The Voice
Platform ASR architecture is designed to allow commu-
nication through standard Ethernet networks of
100Mbps or more. The primary ASR components of
Voice Platform are:
· ASR Software - Processes that run on the VCS and
handle ASR-related tasks
· ASR Package - A package that is specific to each
voice application. It consists of the complete set of
files required to run an ASR voice application
including the grammar, dictionary, parameter settings,
and prompt files.
· ASR Application Related Prompts - The prompt
files that are played during the execution of the ASR
voice application.These are also voice application
specific.
All of the aforementioned ASR components run on the
VCS.These components, or processes, are referred to as
“servers” by some vendors. Voice Platform supports
ScanSoft OSR, ScanSoft SpeechPearl, or Nuance 8.0
Genesys Voice Platform
Discover the Power of Voice
ASR with a default grammar package running on the
VCS. A database is also required to store the compiled
grammar records. A file system database is used on the
VCS.
Text-to-Speech
Voice Platform includes interfaces for incorporating
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.
The TTS Server can convert TTS in real-time or batch
modes. In real-time mode, text is converted to speech
and directly streamed back to the client. In batch mode,
the converted text is posted to a specific URL at the end
of conversion.
INTEGRATION WITH THE GENESYS PRODUCT SUITE
Voice Platform takes advantage of the existing Genesys
Framework to interface with various components of the
Genesys product suite. The integration between Voice
Platform and other Genesys components is via the
Genesys I-Server.
Genesys I-Server
The Voice Communications Server includes an I-Server
client that communicates with a Genesys I-Server
process running on a remote host.When Voice Platform
is configured in front of the switch, I-Server is informed
of new calls arriving at the VCS as well as the termina-
tion of existing calls. In a behind the switch configura-
tion, the Genesys I-Server is contacted at call setup to
furnish the ANI and DNIS of the incoming call so that
the correct voice application can be identified.
In either case, I-Server is able to control the VoiceXML
scripts that are executed by the VCS.VCS relays call data
to I-Server and I-Server is able to orchestrate the trans-
fer of the call to the appropriate agent as necessary.
Call information along with any data associated with the
call is passed to the Genesys I-Server. I-Server transmits
the information to other elements of the Genesys suite
for integrated call handling and management including:
Integration with the Genesys Management Layer
The Management Layer of the Genesys Framework
includes a Solution Control Interface (SCI), which can
be used to view and manually start/stop all Voice
Platform processes.
Integration with the Genesys Reporting Layer
The Reporting Layer of the Genesys Framework pro-
vides a foundation for real-time and statistical historical
5

reporting. The Reporting Layer consists of Call Center
Pulse for integrated real-time reporting and monitoring and
Call Center Analyzer for integrated historical reporting and
analysis.The GVP I-Server client will provide call informa-
tion in the form of key/value pair attached data to enable
Genesys real-time and historical reports.
Integration with Genesys Universal Routing Server (URS)
The VCS integration with Genesys I-Server allows URS to
control voice application treatment, perform call transfers
and gather reporting information. Genesys I-Server passes
call information and attached data to the Genesys URS.
Integration with Genesys Workforce Management and Workflow
The Workforce Management solution is a multi-media
resource planning tool which provides the same scheduling,
forecasting and adherence capabilities for a workforce han-
dling any combination of voice and Internet-based transac-
tions.The Workflow solution helps manage the lifecycle of
a customer interaction from initial contact through fulfill-
ment - regardless of how the customer chooses to commu-
nicate with the business.
A voice media channel for the Genesys Universal Queue
allows a business to route all incoming customers, regardless
of contact media, to a single, integrated media queue. This
gives the customer a single point of contact with the com-
pany, and the company a common view of the customer.
Integration Features
As a result of the Voice Platform integration with Genesys
Framework, various contact center features are made avail-
able.
Call flow types
Voice Platform, working with the Genesys Framework, can
support both Voice Platform controlled and Call Router
controlled call flows. In a Voice Platform controlled call flow,
the self-service phase of the call can continue without I-
Server assistance.The I-Server is contacted once the call is
queued by the voice application using the TXML
QUEUE_CALL tag.The I-Server is always notified of call
arrival and the hang-up of events for reporting purposes. In
a Call Router controlled call flow, the self-service phase can-
not continue without I-Server assistance. The Voice
Platform will wait for the URS to instruct which voice
application to execute.
Route Request
This feature allows the voice application to park a call on the
Voice Platform and issue a request to the Genesys
Framework for identifying a target where the call can be
transferred. The voice application makes the request using
the TXML QUEUE_CALL tag.
Genesys Voice Platform
Discover the Power of Voice
Transfer of CED
When a voice application queues the call, the voice applica-
tion can send Caller Entered Digits (CED) via the
QUEUE_CALL TXML tag. The CED can also be trans-
ferred using the SCRIPT_RESULT tag when the call flow
type is 'Call router controlled call flow'.
Launching of routing strategy on URS
This feature allows a voice application to specify the
RouteDN based on the CED.The RouteDN is utilized by
the URS to launch different routing strategies, or routing
scripts. The routing strategy contains the logic to control
how the call is handled.
Call transfer
The voice application can transfer the call by providing a
phone number.The transfer can be invoked either via the
VoiceXML Transfer tag or the TXML
CREATE_LEG_AND_DIAL tag.
Whisper
The whisper feature allows the voice application to perform
a whisper on the agent leg before the caller and the agent
legs are bridged.This feature is available for "in front" of the
switch Voice Platform configurations when the voice appli-
cation performs a VoiceXML transfer and bridging is not
used.
IVR Take Back
This feature allows control to be returned to the voice
application after the caller has finished speaking to the agent.
This feature is available for "in front" of the switch only
Voice Platform configurations when the voice application
performs a VoiceXML transfer and bridging is not used.
STANDARDS SUPPORTED
Voice Platform is a pure software solution that does not rely
on proprietary programming languages or hardware. It
complies with the latest industry standards as well as emerg-
ing standards from organizations such as the Internet
Engineering Task Force (IETF), the International
Telecommunications Union (ITU) and the World Wide
Web Consortium (W3C).
Supported standards include:
· VoiceXML 2.0 (CR & PR)
· HTTP for all inter-server communications
· TCP/IP and UDP protocols
· SNMP manageability for both hardware and software
processes
· ISDN PRI
· T1 Robbed-bit (in-band signaling)
· E1 CAS
6

APPLICATION DEVELOPMENT
The skill set needed to write Voice Platform applications is
essentially the same as that for writing any Web application,
with the additional consideration of the target user interface
(audio vs. visual). Development does not require knowledge
of proprietary languages or telephony-related functions
such as DID/port allocations or call handling. Voice
Platform's web-driven development platform allows busi-
nesses to leverage existing web development expertise as
well as any existing web-based integration with back-end
systems. Furthermore, businesses may be able to re-purpose
application code, business logic and software that is current-
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).
Voice Platform also supports XML tag extensions to assist in
the sophisticated call control requirements of many voice
applications.These tags include advanced functionality such
as leg creation, dialing, bridging, queuing, carrier-specific
integrations, etc. Furthermore, the tag extensions allow inte-
gration of a web application that drives media interactions
with an intelligent call router such as Genesys URS. For
instance, they allow the voice application to communicate
collected information to the intelligent call router for use in
an agent screen pop.Voice Platform can intersperse TXML
and VoiceXML pages.
While the use of VoiceXML greatly increases portability
between VoiceXML compliant platforms, it is important to
be aware that some companies have taken shortcuts, not
implemented certain features, or changed the VoiceXML
standard according to what they see appropriate. It is also
prudent to understand that a complex VoiceXML applica-
tion that is built for one platform is unlikely to work
unchanged on another platform.
VoiceXML applications can be developed using the Genesys
Studio GUI tool. Or, they can be written in native
VoiceXML using any VoiceXML 2.0 (CR & PR) develop-
ment tool or be written manually using a standard text edi-
tor.
Developer Tools
As mentioned earlier, the Voice Platform product suite pro-
vides a VoiceXML application development tool called
Genesys Studio. Genesys Studio is a Windows-based GUI
tool that is used to build and test voice applications using a
"drag and drop" paradigm. In this paradigm, developers can
arrange, add and delete functional blocks - such as start, stop,
prompt and menu - in the main window. The blocks are
then connected to build the call flow for the voice applica-
Genesys Voice Platform
Discover the Power of Voice
tion. Once the code is generated, an Active Server Page
(ASP) or Java Server Page (JSP) file is created for each block.
The tool is designed for beginners and programmers who
are accustomed to Integrated Development Environments
(IDEs). Genesys Studio supports touch-tone and ASR voice
applications, as well as provides a common mechanism to
link to databases. In addition to Genesys Studio, the VPM
also provides a tool that allows developers to capture caller
"utterances" for tuning of ASR voice applications. Genesys
Studio also includes a code-tracing feature that aids in voice
application debugging.
Application Deployment
Once a voice application has been debugged and is ready for
deployment, it can be configured for actual use through the
Configure to Go Live feature of Genesys Studio. When
using Genesys Studio, voice applications are automatically
registered to the VPM. Users are prompted to enter infor-
mation such as the toll free number associated with the
application, the fail over number and a backup voice appli-
cation URL. Voice applications that are written in native
VoiceXML require the developer to load the VoiceXML
files onto a standard web server and then use the Genesys
Voice Portal Manager to associate the toll free number with
the start page's URL.
ADMINISTRATIVE TOOLS
Voice Portal Manager
Voice Platform provides a Voice Portal Manager (VPM),
which includes a configuration GUI that is accessible via
Internet Explorer. VPM provides the ability to configure
voice applications and administer solution components. It
also provides diagnostic tools.
VPM allows:
· Configuration of system features
· Configuration of voice applications including the ability
to add a new voice application, edit voice applications
or delete voice applications
· Enabling of voice applications
· Viewing of various operational logs
· Ability to view status of Advanced Speech Recognition
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(ASR) engines
· Ability to view status of Text to Speech (TTS) engines
· Ability to view connectivity with Genesys I-Server
· Ability to view connectivity with voice application Web
Servers
· Ability to access the Dialogic diagnostic software
· Diagnostics to analyze and test the Voice Platform
· Ability to view the active calls on Voice Platform
Multiple local or remote servers can be configured from a
single VPM or multiple VPMs based on user preference. In
addition, when separate Web Servers are used to host the
voice applications, they too can be configured using VPM.
Voice Communications Server
Within the VPM GUI is a link to administration GUIs for
each of the VCSs that are configured for the Voice Platform.
These GUIs can be accessed from any computer that has
HTTP connectivity to the VCS. They allow the user to
monitor VCS performance and perform diagnostics includ-
ing connectivity tests.
GENESYS VOICE PLATFORM CONFIGURATIONS
There are four basic Voice Platform configuration options:
Single Voice Communications Server
In this basic configuration, there is only one Voice
Communication Server (Host 1). The VPM is co-resident
on the VCS. A separate Web Server hosts the voice applica-
tions as well as the Genesys Studio software.
Multiple Voice Communications Servers
The VPM is co-resident on one of the VCSs (VCS Host 1).
The other VCSs rely on access to the VPM on VCS Host 1.
This implies that the VPM components on VCS Host 1
must be active even if the VCS processes on VCS Host 1 are
down.A separate Web Server hosts the voice applications as
Genesys Voice Platform
Discover the Power of Voice
well as the Genesys Studio software.VCSs can be physically
distributed across sites for high reliability.All VCSs are man-
aged by the centralized Voice Portal Manager. The combi-
nation of distributed voice processing nodes and centralized
application and configuration management eliminates
duplication that is typical in traditional IVR solutions,
resulting in significant cost and time-savings to business cus-
tomers.
Multiple Voice Communications Servers with
Dedicated Voice Portal Manager
The VPM is resident on a dedicated host (VPM Host).The
VCS hosts access the VPM independently. Therefore, the
VCS host can be down for maintenance without impacting
the other VPM hosts' access to VPM.A separate Web Server
hosts the voice applications and Genesys Studio.
Dedicated Genesys Studio Host
In this configuration, the Genesys Studio development
component is on a dedicated host (Development Host).The
Web Server only hosts the voice applications. All of the
above configurations are equally valid with a dedicated
development host.
NETWORK DEPLOYMENT OPTIONS
Voice Platform can be positioned as a solution "in front" of
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.
In Front Of the Switch
In this deployment, the VCS directly interfaces to the
PSTN. Incoming calls terminate directly on the VCS where
the voice application treatment occurs. ISDN protocols are
used for signaling between the PSTN switch and the VCS.
Use of ISDN enables the VCS to ascertain the ANI and
DNIS of the incoming call.The DNIS enables the VCS to
identify the desired application. If agent assistance is needed,
VCS instructs the PSTN switch (using take back and trans-
fer capabilities) to route the call to the correct destination.
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 Genesys Voice Platform
Discover the Power of Voice

The VCS is integrated with the Genesys I-Server so that the
Genesys Universal Call Router can control voice applica-
tion treatment, call transfer and gain reporting information.
Behind the Switch
In this configuration, the Voice Platform only receives
incoming calls that are directed to the VCS by an enterprise
PBX. It is the PBX that directly interfaces to the PSTN.
When a call arrives from the PSTN, the PBX performs the
necessary signaling hand-shakes to accept the call.The call is
then switched (by the PBX) to the VCS. In this deployment,
the VCS is also integrated with Genesys I-Server. I-Server
provides the VCS with ANI and DNIS information so that
the correct voice application can be identified.At the end of
the voice application call flow, if the call needs to be routed
to an agent, the VCS again contacts the I-Server to transfer
the call to the appropriate agent.
RELIABILITY
event of a loss of connectivity with the Voice Portal
Manager. In this case, the VCS will automatically accept the
call and complete it using the stored backup termination
number.
In a large-scale Voice Platform solution, an external or
Microsoft caching appliance can be used in providing effi-
cient communications between a VCS and the Web Server
in which the voice application resides. In a smaller-scale
Voice Platform implementation, such as when the Web
Server is collocated with one of the VCSs, the need for a
caching appliance on every VCS is not required.
Application reliability is achieved via deployment of a back-
up Web Server.Through the Voice Portal Manager, multiple
Web Server hosts can be configured. The order in which
each Web Server is contacted is also provisioned in the Voice
Portal Manager. In the event that none of the Web Server
hosts can be contacted in a reasonable time period, the VCS
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
Discover the Power of Voice

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

Recommended third party software

It is recommended that the Voice Platform components run
with the following third party network management soft-
ware:
· PC AnyWhere version 10.0

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 Genesys Voice Platform
Discover the Power of Voice

Genesys Corporate Headquarters

2001 Junipero Serra Blvd

Daly City, CA 94103
Telephone: +1 415.437.1100
Facsimile: +1 415.437.1260
Web: www.genesyslab.com
E-mail: info@genesyslab.com

Genesys Asia Pacific Telephone: +65 538 9886

Genesys Australia
Genesys Canada
Genesys Europe/Middle East
Genesys Japan
Genesys Latin America
Telephone: +61 2 9463 8500
Telephone: +1 506 658 1080
Telephone: +44 118 974 7000
Telephone: +81 3 5649 6821
Telephone: +1 305 789 6660

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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