Hi All..
I wanted to start this thread to benefit the newcomers/freshers/beginners to Genesys, Contact center, CTI and stuff. This would help others like me to ask basic doubts which may be silly or even challenging and sure, it would help a lot of ppl visiting this thread.
Let me do the honors of posting the first question..
In IRD when targeting an agent group, is it always necessary to give the Virtual Agent group(VAG) targeted as “VAG_name@site_stat_server_were_it_is_located.GA”?? Any technical reason behind it??
Yes - Genesys is built to support multisite deployments. Therefore you need to define “which” and “where” the StatServer is located, relational to the Virtual Agent Group.
can you tell me something about Video IVR?? hw can we take customer’s input in case of Video??
GVP (Genesys Voice Portal) IVR uses SIP protocols to “play” video files. Responses are usually DTMF (Customer entered digits) but can also be ASR (Automated Speech Recognition).
I think you might mean “Video Conferencing” between a customer and an Agent - which is not the same as “Video IVR”…?
TT