Universal Routing
Genesys Universal Routing enables intelligent distribution of interactions throughout the enterprise, whether you have a single-tenant or a multi-tenant environment. Universal Routing can direct interactions from a wide variety of platforms, such as toll-free carrier switches, premise PBXs or ACDs, IVRs, IP PBXs, e-mail servers, web servers, and workflow servers. It can handle pure-voice, multimedia, and blended environments, enabling routing of each media type based on appropriate criteria. Routing strategies and business processes automate interaction routing to the most appropriate agent/resource based on factors such as the type of inquiry, the value of the customer, and the media channel.
Release Notes
Documentation
Universal Routing 8.1 Business Process User Guide"> Universal Routing 8.1 Business Process User Guide
Learn to create business processes which direct the handling of multimedia interactions.
Universal Routing 8.1 Deployment Guide"> Universal Routing 8.1 Deployment Guide
Learn to deploy UR, Enterprise and Network Routing, and to configure Custom Server.
Universal Routing 8.1 Reference Manual"> Universal Routing 8.1 Reference Manual
Learn about Universal Routing Server and Interaction Routing Designer. (August 2014).
Universal Routing 8.1 Strategy Samples"> Universal Routing 8.1 Strategy Samples
Learn to simplify configurations: for first-time users of Interaction Routing Designer (IRD).
Universal Routing 8.1 Interaction Routing Designer Help Zip"> Universal Routing 8.1 Interaction Routing Designer Help Zip
Learn about the IRD interface used to create routing strategies and business processes.
Supplement to Universal Routing 8.1 Reference Manual
Learn about new features and document updates for Universal Routing.
Other Documentation Where Universal Routing is Used
Genesys 7.6 Instant Messaging Solution Guide"> Genesys 7.6 Instant Messaging Solution Guide
Learn about messages handled by SIP Server and delivered to a routing point.
Video
URS 8.1 Web Interface
International Release Notes
Orchestration Server
For this product, go to ORS.
Readme and Advisory
Release Notes
Documentation
Universal Routing 8.0 Business Process User Guide"> Universal Routing 8.0 Business Process User Guide
Learn to create business processes which direct the handling of multimedia interactions.
Universal Routing 8.0 Deployment Guide"> Universal Routing 8.0 Deployment Guide
Learn to deploy UR, Enterprise and Network Routing, and to configure Custom Server.
Universal Routing 8.0 Reference Manual"> Universal Routing 8.0 Reference Manual
Learn about Enterprise Routing and Network Routing, which comprise UR.
Universal Routing 8.0 Routing Application Configuration Guide"> Universal Routing 8.0 Routing Application Configuration Guide
Information about routing to implement with Genesys Universal Routing.
Universal Routing 8.0 Strategy Samples"> Universal Routing 8.0 Strategy Samples
Learn about simplifying configurations: for first-time users of Interaction Routing Designer (IRD).
Universal Routing 8.0 Interaction Routing Designer Help Zip"> Universal Routing 8.0 Interaction Routing Designer Help Zip
Learn about the IRD interface used to create routing strategies and business processes.
Other Documentation Where Universal Routing is Used
Genesys 7.6 Instant Messaging Solution Guide"> Genesys 7.6 Instant Messaging Solution Guide
Learn about messages handled by SIP Server and delivered to a routing point.
Readme and Advisory
Release Notes
Documentation
Universal Routing 7.6 Business Process User's Guide"> Universal Routing 7.6 Business Process User's Guide
Learn to create business processes which direct the handling of multimedia interactions.
Universal Routing 7.6 Deployment Guide"> Universal Routing 7.6 Deployment Guide
Learn to deploy UR, Enterprise and Network Routing, and to configure Custom Server.
Universal Routing 7.6 Reference Manual"> Universal Routing 7.6 Reference Manual
Learn about Enterprise Routing and Network Routing, which comprise Universal Routing.
Universal Routing 7.6 Application Configuration Guide"> Universal Routing 7.6 Application Configuration Guide
Information about routing to implement with Genesys Universal Routing.
Universal Routing 7.6 Cost-Based Routing Configuration"> Universal Routing 7.6 Cost-Based Routing Configuration
Learn about getting a customer interaction to the right target in the shortest time.
Interaction Routing Designer 7.6 Help Zip"> Interaction Routing Designer 7.6 Help Zip
Learn about the IRD interface used to create routing strategies and business processes.
Other Documentation Where Universal Routing is Used
Genesys 7.6 Instant Messaging Solution Guide"> Genesys 7.6 Instant Messaging Solution Guide
Learn about messages handled by SIP Server and delivered to a routing point.