Genesys Call Architecture Diagram

After answering an incoming call to the vbv_prod_queue or vbv_test_queue queues, Genesys will perform this call architecture.

graph TD
    subgraph queueArea ["Queue: SBC_SK_VIDEO_CHAT_IDIM"]
    music[Message: Music]
    music --> orderHold[Message: SBC/SHD_Q_ANS_IN_ORDER_HOLD] --> agentsLoggedOnQueue{Agents Logged On?}
    agentsLoggedOnQueue -->|No| openQueue{Open?}
    agentsLoggedOnQueue -->|Yes| agentAvailable{Agent Available?}
    agentAvailable -->|No| music
    end
    start(Start) --> callEntry[Call Type: SBC_CafeX_Entry]
    callEntry --> holiday{Holiday?}
    holiday -->|Yes| holidayPath[Call Type: SBC_CafeX_Holiday] --> holidayMsg[Message: SBC/SBC_VCQ_STAT_HOLIDAY] --> goodbyeHoliday[SBC/SHD_GOODBYE] --> releaseHoliday((Release call))
    holiday -->|No| open{Open?}
    open -->|No| afterHours[Call Type: SBC_CafeX_AfterHours] --> afterHoursMsg[Message: SBC/SBC_VCQ_OC_NVM] --> goodbyeAfterHours[SBC/SHD_GOODBYE] --> releaseAfterHours((Release call))
    open -->|Yes| agentsLoggedOn{Agents Logged On?}
    agentsLoggedOn -->|No| noAgents[Call Type: SBC_CafeX_SK_Helpdesk_NoAgents] --> noAgentsMsg[Message: SBC/SHD_TECH_DIFF] --> goodbyeNoAgents[SBC/SHD_GOODBYE] --> releaseNoAgents((Release call))
    agentsLoggedOn -->|Yes| collectPI[Message: SBC/BH_VIDEO_CALL_COLLECT_PI] --> recordMsg[Message: SBC/BH_VIDEO_CALL_RECORD] --> queueCallType[Call Type: SBC_CafeX_QUE_Q] --> music
    agentAvailable -->|Yes| resolution([SBC_SK_VIDEO_CHAT_IDIM])
    openQueue -->|Yes| noAgentsQueue[Call Type: SBC_CafeX_SK_Helpdesk_NoAgents] --> noAgentsMsgQueue[Message: SBC/SHD_TECH_DIFF] --> goodbyeNoAgentsQueue[SBC/SHD_GOODBYE] --> releaseNoAgentsQueue((Release call))
    openQueue -->|No| afterHoursQueue[Call Type: SBC_CafeX_AfterHours] --> afterHoursMsgQueue[Message: SBC/SBC_VCQ_OC_NVM] --> goodbyeAfterHoursQueue[SBC/SHD_GOODBYE] --> releaseAfterHoursQueue((Release call))