The Handbook contains a short section on these aspects - Page 5…
Is that what you meant?
TT
Excellent job Tony, i liked it
Hi Tony,
I was curious if Genesys phone system could be integrated with an Incident Management system?
Example: When a user calls a support Help Desk, can Genesys be configured to automatically transfer the caller’s information to the open call record so that the callers’ information is displayed on the Incident Management screen, without it being manually typed into the call record?
Hi,
What you have described there is a core deliverable of CTI - and yes, it is possible with Genesys Solutions.
API’s and SDK’s from Genesys exist for this purpose - along with some other core CRM components…
Hope this helps?
TT
Hey Tony,
I am a newbie to genesys and the handbook totally helped me to pick up speed in my work. Thanks a lot.. Pl continue ur work… Expecting more from you..
Thanks,
thank..tony
Great work.
Hi Tony,
I’m looking for the old “GENESYS_ROUGH_GUIDES_v7.x_V1.0.zip” file, to understand the Genesys, but the link is now working.
would you please advise if the file still available.
regards,
This handbook is very useful for me. Thanks a lot!
Thanks! 
I checked e-junkie and wasn’t able to find the handbook. Is the download available anywhere else?
I will ask Tony tonight and get back to you.
Can anyone give me link to download ver2 ??? i can find it
I have spoken to Tony. He’ll post a link in a day or 2.
Execellent guide for begginers in Genesys.it is a high-level document which generally describes Genesys solution and his parts.
Hello All,
Can I have updated link to this e-book?
Hi Everyone,
Tony Tillyer’s “Handbook” has now been retired, after almost 5 years in circulation… 
But don’t worry! The Big Book Series is here - written by Tony and myself - there are also “Bite Sized” versions available at Google, Amazon/Kindle, iBooks, kobo and nook - with more eReader outlets coming soon;
The Big Red Book Series are fully re-written and updated for Genesys Version 8.x and they are intended as general guides for Business, IT, System, Solution and Senior Managers (just like your boss - and that means no more having to explain everything from the ground up! ;D ).
In time, the “Big Book” Series will eventually include;
The Big Red Books - for General, System, Solution and Staff Managers
The Big White Books - for Administrators and Supervisors
The Big Blue Books - for Operations and Support
The Big Green Books - for Deployments and Testing
The Big Black Book - containing everything for everyone!
Enjoy!
Thanks for this. This is really great for beginners. I’m also a new member in this forum. Any threads in particular that can help in the getting the basics down?
Updated this Thread with the new “Big Books” for Genesys Homepage:
http://www.thebigbookseries.com/index.html
Tony,
this is exactly what many of us needed! Thank you!
All Volumes are now half price for the whole of December..!
…and many other eReaders!
Happy Christmas!
Adam