Architecture

The Genesys Framework consists of five layers (see the figure below). In sophisticated configurations using Management Layer functionality, each layer depends on the layers below it to work properly.

• The Configuration Layer processes and stores all the data required for running Genesys solutions in a particular environment; it notifies clients of any configuration changes. The Configuration Layer also controls user access to a solution's functions and data.
• The Management Layer controls the startup and status of solutions, logging of maintenance events, generation and processing of alarms, and management of application failures.
• The User Interaction Layer provides a comprehensive user interface to configure, monitor, and control the management environment.
• The Media Layer enables Genesys solutions to communicate across media, including traditional telephony systems, Voice over IP (VOIP), e-mail, and the Web. This layer also provides the mechanism to distribute interaction-related business data within and across solutions.
• The Services Layer generates the statistical data used for interaction processing and contact center reporting.

Genesys Framework Architecture

Important

A Genesys installation depends on Genesys License Reporting Manager (LRM), not shown in the diagram, for license control.