Welcome

Welcome to the Interaction Concentrator User’s Guide. This document provides an overview of the basic Interaction Concentrator architecture, and detailed information about Interaction Concentrator features and functionality. It also provides you with the information you need to know to perform ongoing maintenance and administration of Interaction Concentrator.

This document is primarily intended for system integrators. It has been written with the assumption that you have a basic understanding of:

• Computer-telephony integration (CTI) concepts, processes, terminology, and applications
• Network design and operation
• Database design and operation
• Your own network configurations

You should also be familiar with:

• Genesys Framework architecture and functions
• Genesys products deployed in your contact center
• Your real-time and historical reporting objectives