Related eServices Documentation Resources

The following resources provide additional information that is relevant to this software. Consult these additional resources as necessary.

eServices

• eServices 8.1 Deployment Guide, which describes deployment procedures for all eServices components.
• eServices 8.0 User’s Guide, which provides overall information and recommendations on the use and operation of eServices.
• eServices 8.1 Reference Manual, which provides a reference listing of all configuration options and of field codes used in standard responses.
• eServices 8.1 Universal Contact Server Manager Help, which is a guide to the Universal Contact Server Manager user interface.
• eServices 8.1 Knowledge Manager Help, which is a guide to the Knowledge Manager user interface.
• For a listing of classes, methods, fields, and constants of the Web API portion of the Web API Server component, see:
  • eServices 8.0 .NET Web API Reference for the .NET Web API
  • The API References of the Platform SDK for the Java-based Web API
• eServices 8.1 Web API Client Developer’s Guide, which describes the structure of the Web API, explains the Simple Samples, and describes procedures for customizing them.
• "eServices Log Events" in Framework 8.0 Combined Log Events Help, which is a comprehensive list and description of all events that may be recorded in logs.
• Release Notes and Product Advisories for this product, which are available on the Genesys Technical Support website at http://genesyslab.com/support.
• Documentation on the other three members of the Genesys Customer Interaction Platform: Universal Routing, Reporting, and Management Framework. Some of this is listed in the following sections.

Genesys Desktop

• Genesys Desktop 7.6 Deployment Guide, which describes deployment procedures for the Genesys Desktop.
• Genesys Desktop 7.6 Developer’s Guide, which describes customizing the Genesys Desktop.
• Genesys Desktop 7.6 Agent Help, which is a guide to the Genesys Agent Desktop.
• Genesys Desktop 7.6 Supervisor's Help, which is a guide to the Genesys Supervisor Desktop.

Universal Routing

• Universal Routing 8.1 Reference Manual, which contains descriptions of all routing strategy objects, including those that are specific to eServices.
• Universal Routing 8.1 Strategy Samples, which describes the sample strategies supplied with Universal Routing.
• Universal Routing 8.1 Business Process User’s Guide, which contains step-by-step instructions for using Interaction Routing Designer to design interaction workflows. It also describes the sample business processes supplied with eServices.
• Universal Routing 8.1 Interaction Routing Designer Help, which is a guide to Interaction Routing Designer, including the portion of it that designs interaction workflows and business processes for eServices.

Genesys

• Genesys Models Reference Manual, which includes a set of basic voice and interaction models, showing the components involved and the relevant event messages sent among them. For authoritative description of the event messages, see the next item.
• The API References of the Platform SDK, which provide the authoritative information on methods and functions for each SDK, including requests and events. The class Message includes all event and request messages.
• Genesys Technical Publications Glossary, which ships on the Genesys Documentation Library DVD and which provides a comprehensive list of the Genesys and computer-telephony integration (CTI) terminology and acronyms used in this document.
• Genesys Migration Guide, which ships on the Genesys Documentation Library DVD, and which provides documented migration strategies for Genesys product releases. Contact Genesys Technical Support for more information.
• Release Notes and Product Advisories for this product, which are available on the Genesys Technical Support website at http://genesyslab.com/support.

Information about supported hardware and third-party software is available on the Genesys Technical Support website in the following documents:

• Genesys Supported Operating Environment Reference Manual
• Genesys Supported Media Interfaces Reference Manual

Consult these additional resources as necessary:

• Genesys Hardware Sizing Guide, which provides information about Genesys hardware sizing guidelines for the Genesys 8.x releases.
• Genesys Interoperability Guide, which provides information on the compatibility of Genesys products with various Configuration Layer Environments; Interoperability of Reporting Templates and Solutions; and Gplus Adapters Interoperability.
• Genesys Licensing Guide, which introduces you to the concepts, terminology, and procedures relevant to the Genesys licensing system.
• Genesys Database Sizing Estimator 7.6 Worksheets, which provides a range of expected database sizes for various Genesys products.

For additional system-wide planning tools and information, see the release-specific listings of System Level Documents on the Genesys Technical Support website, accessible from the system level documents by release tab in the Knowledge Base Browse Documents Section.

Genesys product documentation is available on the:

• Genesys Technical Support website at http://genesyslab.com/support.
• Genesys Documentation Library DVD, which you can order by e-mail from Genesys Order Management at orderman@genesyslab.com.