Pure Engage (Genesys) – SDKs & APIs

Business (Routing) Logic Development

Routing (URS) Routing:
Universal Routing Server & IR Designer
You can develop your own business logic (via IRD strategies and worflows), create subroutines, and use them as “templates” (import/export). In addition to Genesys core capabilities, you can query external systems via Web Services (or REST), via database lookup (or requesting to run stored procedures). You can also access other Genesys Solutions (GMS for Callbacks, Context Services for Conversation Management, …).
IR Designer based strategies (binary scripts).
Available Materials
Universal Routing 8.1 Business Process User Guide (8.1 version here) Learn to create business processes which direct the handling of multimedia interactions.
Universal Routing 8.1 Strategy Samples (8.1 version here) Learn to simplify configurations: for first-time users of Interaction Routing Designer (IRD).
Universal Routing 8.1 Interaction Routing Designer Help Zip (latest version here) Learn about the IRD interface used to create routing strategies and business processes.
Universal Routing 8.1 Reference Manual (8.1 version here) Learn about Universal Routing Server and Interaction Routing Designer. (August 2014).
Supplement to Universal Routing 8.1 Reference Manual (8.1.4 version here) Learn about new features and document updates for Universal Routing.
URS HTTP Interface You can request services from Universal Routing Server (requesting a statistic, running a strategy) over its HTTP interface. This is limited to request/response model.
SOAP and REST API
Available Materials
REST Functions Supported by URS 8.0 (8.x version here) White Paper on URS-Behind solution (Appendix C in UR 8.0 Reference Manual).
Hidden Gems – The URS HTTP Interface (article here) Explaining the different REST and SOAP methods available via the Universal Routing Server HTTP Interface
Platform SDK – Routing You can use the Platform SDK to load/unload routing strategies, or request Universal Routing Server to run a strategy.
SDK Available for .Net and Java.
Refer to the Protocol Level (Platform SDK) page for more information.
Orchestration Orchestration Server You can develop your own business logic (static SCXML & ECMA scripts, “Composer” applications served by a Web Application Server), and use them as “templates” (import/export). In addition to Genesys core capabilities, you can query external systems via Web Services (or REST), via database lookup (or requesting to run stored procedures). You can also access other Genesys Solutions (GMS for Callbacks, Context Services for Conversation Management, …). When the application is served by a Web Application Server, you can practically do anything you want (that php/jsp/…. allows you to do). Also note that an Orchestration application (used for voice, e-mail, chat, …) can simultaneously manage custom “web” events via the ORS REST interface.
SCXML & ECMA script (static or served by a Web Application Server)
Available Materials
Orchestration Server 8.1.3+ Developer Guide (8.1.3 version here) Contains an SCXML Technical Reference. Describes Extensions for Orchestration Applications.
Composer 8.1.3 Routing Applications User Guide (latest version here) Use this guide to create routing applications.
Composer Help 8.1.4 (8.1.4 version here) Learn how to create routing applications for Orchestration and voice self-service applications for Genesys Voice Platform.
WSDL SOAP XSD WSSE Support (latest version here) Provides information on SOAP WSEE Support when using the Web Service Block.
ORS REST Interface Orchestration Server exposes a REST interface which allows interacting with an existing Orchestration session (SCXML script for voice, chat, e-mail, …). It also provides the ability to run “interaction-less” sessions (SCXML Sessions not triggered nor attached to an inbound media interaction initiated by a customer).
REST API
Available Materials
Orchestration External Interfaces (REST) (8.1.3 version here) The orchestration platform has a set of RESTFul Web 2.0 Web Services APIs.
Orchestration Server – Two-way HTTP communication with a 3rd party application (1/2) (article here) How to leverage the ORS REST interface to implement two-way communications (asynchronous notifications) with a 3rd party application server.
Orchestration Server – Two-way HTTP communication with a 3rd party application (2/2 – Sample) (article here) Sample showing how to leverage the ORS REST interface to implement two-way communications (asynchronous notifications) with a 3rd party application server.
Additional
Routing & Orchestration
Capabilities
Chat specific Automatically send messages/notifications to a customer, while he is waiting for an available agent (welcome, waiting time, specific/legal messages, …)
Can be implemented in a Routing strategy (URS/IR Designer) or in an Orchestration application (ORS/Composer).
Available Materials
eServices Chat – Sending a message from a routing strategy (article here) Send a chat message to the customer, using External Service Protocol from a Routing/Orchestration strategy