Universal Routing
What is 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.
Current documentation set for Universal Routing 8.1.
Universal Routing 8.1 Business Process User's Guide
Use this downloadable PDF to create business processes that direct the handling of multimedia interactions through processing objects.
Universal Routing 8.1 Deployment Guide
Use this downloadable PDF to deploy Universal Routing, start/stop Enterprise and Network Routing, and configure Custom Server.
Universal Routing 8.1 Reference Manual
Use this downloadable PDF to learn about both Enterprise Routing and Network Routing, which comprises Universal Routing.
Universal Routing 8.1 Strategy Samples
Use this downloadable PDF to learn about simplify configurations for first-time users of the strategy development tool, Interaction Routing Designer (IRD).
Documentation set for Universal Routing 8.0.
Universal Routing 8.0 Business Process User's Guide
Use this downloadable PDF to find instructions for creating business processes and routing strategies that contain more specialized processing objects.
[http:// User's Guide]
Universal Routing 8.0 Deployment Guide
Use this downloadable PDF to deploy Universal Routing, start/stop Enterprise and Network Routing, and configure Custom Server.
[http:// Deployment Guide]
Universal Routing 8.0 Reference Manual
Use this downloadable PDF to find information about both Enterprise Routing and Network Routing, which comprises Universal Routing.
[http:// Reference Manual]
Universal Routing 8.0 Routing Application Configuration Guide
Use this downloadable PDF to find information about various types of routing that can be implemented with Genesys Universal Routing and how Genesys Instant Messaging Solution is supported.
[http:// Configuration Guide]
Universal Routing 8.0 Strategy Samples
Use this downloadable PDF to learn about simplify configurations for first-time users of the strategy development tool, Interaction Routing Designer (IRD) and find examples of routing strategies.
[http:// Strategy Samples]
Documentation set for Universal Routing 7.6.
Universal Routing 7.6 Business Process User's Guide
Use this downloadable PDF to find instructions for creating business processes, which direct the handling of multimedia interactions through various processing objects, and routing strategies.
[http:// User's Guide]
Universal Routing 7.6 Deployment Guide
Use this downloadable PDF to deploy Universal Routing, start/stop Enterprise and Network Routing, and configure Custom Server.
[http:// Deployment Guide]
Universal Routing 7.6 Reference Manual
Use this downloadable PDF to find information about Enterprise and Network Routing, which comprise Universal Routing.
[[File:book_pdf_grey.png | middle | Reference Manual
Universal Routing 7.6 Strategy Samples
Use this downloadable PDF to find simplify configurations for first-time users of the strategy development tool, Interaction Routing Designer (IRD) and examples of routing strategies.
[[File:book_pdf_grey.png | middle | Strategy Samples
Universal Routing 7.6 Cost-Based Routing Configuration Guide
Use this downloadable PDF to configure a Genesys cost-based routing (CBR) solution.
[http:// Configuration Guide]
Universal Routing 7.6 Routing Solutions Guide - Japanese
Use this translated downloadable PDF (in Japanese) to obtain information about various types of routing that can be implemented with Genesys Universal Routing and how Genesys Instant Messaging Solution is supported.
[http:// Solutions Guide JPN]
Universal Routing 7.6 Routing Application Configuration Guide
Use this downloadable PDF to find information about various types of routing that can be implemented with Genesys Universal Routing and how Genesys Instant Messaging Solution is supported.
[http:// Configuration Guide]