Genesys ICCS Exam (IC System Configuration and Support)

Describe the function of the Notifier subsystem. - It acts as the communications hub that all other components of the IC platform use to communicate. Describe the function of the Interaction Processor subsystem - IP tells the system how to behave when an event occurs. It controls the execution of the handlers that provide much of the system's functionality. Describe the function of the Telephony Services subsystem. - It is the only component that communicates directly with the hardware. It allows IC to detect telephony events and to perform operations on telephone calls. What is a queue? - A container for interactions that can be processed. Describe system and non-system queues. - The system queue receives all incoming interactions before they are sent on to a non-system queue. Non-system queues are user queues, station queues, and ACD queues. Briefly describe VoIP, SIP, and RTP. - Briefly cover the key elements of these three terms again as shown on the presentation. List the three headers that are required for transporting voice through an IP based network and their matching octet count. - IP - 20 bytes UDP - 8 bytes RTP - 12 bytes Describe the MOS scoring methodology: - MOS Scoring is a very subjective methodology of determining audio quality based on input from a sample of listeners, and how they score the quality of the audio on a scale of 1-5. List and describe the two types of SIP messages. - Request and responses What is the purpose of the IP Phone registration process? - It provides details to the Registrar server so that the phone can be located on the network. What device in a VoIP environment is used to convert signaling from traditional telephony lines for transmission over the network? - Gateway What devices convert voice into VoIP packets? - SIP phone