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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

DOWNLOAD
Universal Routing 8.1 Business Process User's Guide PDF

Learn to create business processes which direct the handling of multimedia interactions.

Universal Routing 8.1 Deployment Guide PDF Learn to deploy UR, Enterprise and Network Routing, and to configure Custom Server.

Universal Routing 8.1 Reference Manual PDF Learn about Enterprise and Network Routing, which comprise Universal Routing.

Universal Routing 8.1 Strategy Samples PDF Learn to simplify configurations: for first-time users of Interaction Routing Designer (IRD).

Universal Routing 8.1 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 Learn about messages handled by SIP Server and delivered to a routing point.


Current documentation set for Universal Routing 8.0

Universal Routing 8.0 Business Process User's Guide PDF Learn to create business processes which direct the handling of multimedia interactions.

Universal Routing 8.0 Deployment Guide PDF Learn to deploy UR, Enterprise and Network Routing, and to configure Custom Server.

Universal Routing 8.0 Reference Manual PDF Learn about Enterprise Routing and Network Routing, which comprise UR.

Universal Routing 8.0 Routing Application Configuration Guide PDF Information about routing to implement with Genesys Universal Routing.

Universal Routing 8.0 Strategy Samples PDF Learn about simplifying configurations: for first-time users of Interaction Routing Designer (IRD).

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 Learn about messages handled by SIP Server and delivered to a routing point.

Current documentation set for Universal Routing 7.6

Universal Routing 7.6 Business Process User's GuidePDF Learn to create business processes which direct the handling of multimedia interactions.

Universal Routing 7.6 Deployment Guide PDF Learn to deploy UR, Enterprise and Network Routing, and to configure Custom Server.

Universal Routing 7.6 Reference Manual PDF Learn about Enterprise Routing and Network Routing, which comprise Universal Routing.

Universal Routing 7.6 Application Configuration Guide PDF Information about routing to implement with Genesys Universal Routing.

Universal Routing 7.6 Cost-Based Routing Configuration PDF Learn about getting a customer interaction to the right target in the shortest time.

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 Learn about messages handled by SIP Server and delivered to a routing point.

Current documentation set for Universal Routing 7.5

Universal Routing 7.5 Business Process User's Guide PDF Learn to create business processes which direct the handling of multimedia interactions.

Universal Routing 7.5 Deployment Guide PDF Learn to deploy UR, Enterprise and Network Routing, and to configure Custom Server.

Universal Routing 7.5 Reference Manual PDF Learn about Enterprise Routing and Network Routing, which comprise Universal Routing.

Universal Routing 7.5 Routing Solutions Guide PDF Find information about various types of routing to implement with Genesys Universal Routing.

Universal Routing 7.5 Strategy Samples PDF Learn about routing strategies and general guidelines in the design stage.

Interaction Routing Designer 7.5 Help Learn about the IRD interface used to create routing strategies and business processes.


Current documentation set for Universal Routing 7.2

Universal Routing 7.2 Business Process User's Guide PDF Learn to create business processes which direct the handling of multimedia interactions.

Universal Routing 7.2 Deployment Guide PDF Learn to deploy UR, Enterprise and Network Routing, and configure Custom Server.

Universal Routing 7.2 Reference Manual PDF Learn about Enterprise Routing and Network Routing, which comprise UR.

Universal Routing 7.2 Strategy Samples PDF Learn strategies to use as general guidelines during the design stage.

Interaction Routing Designer 7.2 Help Learn about the IRD interface used to create routing strategies and business processes.

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