With its open architecture and approach,
Genesys allows 3rd party application developers to integrate
their applications with Genesys Suite. Such integrations, either
pre-packaged or custom, will enable enterprises powered by Genesys
software to build their contact centers with best-of-breed contact
center applications. Genesys provides various Developer Materials
(software development kits (SDKs), APIs and products such as
Genesys Info Mart) to facilitate applications and integrations.
For a complete list of what you can do with Genesys developer
materials, please visit the application
use cases page.
Along with the various Developer Materials, below are other
items to help you support your applications.
Technical Support
Technical support on SDKs is available through Genesys
Technical Support.
Once SDKs are purchased with maintenance, you will become eligible
to register on Genesys technical support web site. Please note
that the technical support is specific to Genesys SDKs only
and does not include application and/or integration related
questions that are unique to each development project. Genesys
Professional Services can be contracted separately to obtain
such application-specific support or help in building applications.
InterWorks membership does not automatically provide any discounts
for Genesys Professional Services engagements.
Training Requirements
Genesys
University offers two courses (SDD and GAD)
that focus on developing with Genesys SDKs. In addition, InterWorks
members are strongly encouraged to take courses on Genesys
Express and Genesys routing, before attempting to install and
configure Genesys software.
Licensing Developer Materials
The Genesys InterWorks team will provide you a quote for Developer
Materials. Please write to genesysinterworks@genesyslab.com.
A Genesys InterWorks team member will assist you after understanding
your developer materials needs.
Genesys Configuration SDK
The Configuration SDK provides access to the configuration information
on various contact center objects such as agents, agent groups, places,
and queues. Its main components are Genesys Interface Server (GIS),
Session API, and Configuration API. GIS works with Configuration
server for authentication of applications using the SDK.
Session API
Session API provides login and logout capabilities. It also allows
external applications to get services, browse services and release
services.
Configuration API
Configuration API facilitates registration with Genesys Configuration
Server. Applications can get information on and update configuration
objects. In addition, applications can subscribe to configuration
changes.
In order to deploy applications in production, customers must
purchase Configuration Connector.
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Genesys Statistics SDK
The Statistics SDK provides real-time access to contact center statistics
available from Genesys Suite. Statistics can be used for various
purposes such as reporting, agent desktops, and for Wallboard applications.
Statistics SDK components include Genesys Interface Server (GIS),
Session API, and Statistics API. GIS works with Configuration server
for authentication of applications using the SDK. Statistics API
works with Genesys Stat Server to provide access to statistics in
real-time.
Session API includes the following capabilities:
- Login, Logout, get services, browse services, release services
- Services supported: retrieving subscribed statistics, subscribe/unsubscribe
to statistics, retrieve a specific statistic
Statistics API provides the following capabilities:
- Real-time statistics on RegDN, Agent, AgentGroup, RoutePoint,
Queue, Place, GroupAgents, GroupQueues, and GroupPlaces
- Read-only access to configuration objects such as Tenant, Switch,
Queue, Agent, Place, RegDN, RoutePoint, GroupAgents, and GroupQueues
In order to deploy applications in production, customers must purchase
either Wallboard Connector (for Wallboard applications) or
Statistics Connector.
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Genesys Interaction SDK
The Interaction SDK provides capabilities to build custom desktop
applications in J2EE environment. Desktop applications can be either
thick clients or thin clients. For thin client development, Interaction
SDK supports Web Services. Furthermore, Interaction SDK supports
Voice, E-mail and Web Media interactions.
Interaction SDK components include Genesys Interface Server (GIS),
Java API, XML/SOAP API, and Business logic layer for managing interactions.
In
order to deploy applications in production, customers must purchase
Interaction Connector.
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Genesys Agent Desktop .NET Toolkit
Developers can build custom desktop applications in .NET environment
using the Agent Desktop .NET Toolkit. The toolkit supports Voice,
Email and Web Media interactions. With its pre-built GUI components,
the .NET toolkit is the fastest way to build a custom desktop. These
pre-built components can be accessed in the familiar Microsoft Visual
Studio .NET environment.
Agent Desktop .NET Toolkit components include the following:
- Pre-built GUI components for Voice, Email and Web Media
- Business logic API to support interaction management
- Web services support and native interface to Microsoft .NET environment
In order to deploy applications in production, customers must purchase
Agent Desktop .NET Connector.
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T-Lib SDK
The T-Lib SDK enables desktop application development and server
side integrations to Genesys T-Server software. Genesys T-Server
is part of the media layer that provides integrations with most PBX/ACD
products that are available in the marketplace. T-Server works with
CTI link software to talk to PBX/ACD products. By integrating with
Genesys T-Server using the T-Lib SDK, developers can effectively
support all PBX/ACD products supported by Genesys.
T-Lib SDK provides the following capabilities:
- T-Lib API to facilitate server side development to connect to
Genesys T-Server. This API can be used for integrating products
such as quality monitoring systems.
- Active X toolkit to facilitate custom desktop development for
voice interactions.
T-Lib API functionality includes the following:
- Notification functions
- Support for telephony actions
- Initialize/de-initialization
- Call data manipulation
ActiveX Desktop Toolkit functionality includes the following:
- Dial, answer, hang up and forward calls
- Connect to T-Server and retrieve configuration data
- Implement an extension and line
- Merge call transfer and conferencing functions
T-Lib SDK is not a sellable product. It is bundled with Genesys
Express Voice software. In order to obtain access to T-Lib SDK, developers
must purchase Genesys Express Voice and Simulator Toolkit products.
Comparison of options available for building custom desktops:
| |
Programming Environment |
Channel Support |
Desktop Client type |
Runtime requirement |
| T-Lib SDK |
C++, Java and ActiveX |
Voice only |
Thick client |
|
| Interaction SDK |
Java, Web Services |
Voice, Email and Web Media |
Thick client
Thin client |
Interaction Connector |
| Agent Desktop .NET Toolkit |
.NET |
Voice, Email and Web Media |
Thick client
Thin client |
Agent Desktop .NET Connector |
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Simulator Toolkit and Meridian Simulator Option
Simulator Toolkit allows simulation of telephony calls to Genesys
Suite without a real PBX/ACD. By default, the toolkit provides capabilities
of Avaya G3 switch. Genesys offers Meridian Simulator Option to simulate
the capabilities of Nortel Meridian switch. Simulator Toolkit is
a pre-requisite for Meridian Simulator Option. Developers can use
Simulator Toolkit and avoid investing in an expensive PBX/ACD.
Simulator Toolkit has the following components:
- Test Simulator Interface
- Generic T-Server
- Contact Center Activity Simulator
Simulator Toolkit has the following functionality that maps to the
functionality of a generic PBX:
- Incoming & outgoing trunks
- ACD positions & extensions - Agent IDs
- Queues (ACD queues, Hunt groups)
- RoutePoints (also known as Vector DNs, Controlled DNs, and Call
Control Tables)
- Link DNs (to remote switches)
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Genesys Express Voice
Genesys Express Voice is a complete single-box Genesys environment
for development and testing. It supports voice interactions. In order
to have support for Email and web media, additional Genesys Express
Multimedia needs to be purchased.
Genesys Express Voice provides the following functionality:
- Switch connectivity
- Real-time routing with Genesys Routing engine (Universal Routing
Server)
- Real-time & historical reporting with CCPulse+
- Agent desktop application (Genesys Agent Desktop - Thin Client)
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Genesys IP Media eXchange/SIP Communication Server
If you are developing an application for use in an IP Telephony
environment, then you will need either Genesys IPMX or Genesys SIP
CS. Both of these components can be deployed with Express Voice.
In addition to functionality outlined above in the Genesys Express
Voice section, Genesys IPMX and SIP CS provide the following functionality.
- IP softswitch
- Control of SIP devices including IP Phones, gateways and conferencing
units.
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I don't have a switch in my lab. Does Genesys provide any
switches in its labs?
Genesys does not provide any TDM switches to InterWorks members.
In lieu of a TDM switch, Genesys Simulator Toolkit can be used to
simulate telephony calls to Genesys environment. Additionally, if
you are developing for an IP environment, you can use IPMX and/or
SIP CS.
How do I get support on SDKs?
Technical support is available from Genesys Tech Support (support.genesyslab.com)
as part of the maintenance contract, when you purchase any Developer
Materials (SDKs, APIs and other developer products). Please note
that "developer support" for answering "how to" questions
specific to your application is not provided by Genesys Tech Support
organization. Genesys technical support is limited to questions on
documented features and expected Developer Material behavior.
Do I have to pay for runtime software (for development)?
Developer Materials include all software components and documentation
necessary for development. Runtime software is required only when
Developed Works are deployed in production.
How does my customer buy runtime software?
Customers can purchase runtime software for each of the SDKs from
their Genesys Account Representatives or Genesys channel partners
(Value Added Resellers and Systems Integrators).
I cannot find my use case/application in the list. Who can I contact to
get more information?
Please contact Genesys InterWorks team at genesysinterworks@genesyslab.com for
assistance.
Is there a way I can download evaluation software for these SDKs?
Genesys does not provide evaluation software for Developer Materials.
Can I use T-Lib to integrate an IVR with Genesys Suite?
No. IVR SDK is the only supported mechanism to integrate 3rd party
IVR software with Genesys Suite.
How can I obtain IVR SDK?
Genesys has created a new program, IVR Vendor Program, for IVR vendors
who are interested in integrating with Genesys Suite. IVR SDK is
available to IVR Vendor Program participants only. This program has
an initial program fee, annual program fee, and an annual revenue
commitment from IVR vendors.
How can I become a member of the IVR Vendor Program?
IVR Vendor Program guide can be obtained after signing the mutual
non-disclosure agreement. Please note that only IVR vendors are eligible
to join the program. Systems Integrators, Value Added Resellers,
and Voice Self-service application developers are NOT eligible to
participate. To find more information, please write to genesysinterworks@genesyslab.com.
I am doing a custom IVR integration for my customer. In that case, do I
need to be part of the IVR Vendor Program in order to get IVR SDK?
If you are an SI or a VAR, it is possible to offer integration services
to your customer, provided the end-customer purchases IVR SDK from
Genesys and retains your organization for professional services.
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