Section II – Functional Modules > Resource Interface Bottom of Page
| Genesys 8.0 SCXML Technical Reference
< Dialog (Treatment) Interface Statistic Interface >

## Resource Interface

In addition to the interaction model, the resource model is also exposed through a separate model interface for the media channels.

This model will not be changed from what it is today, but the orchestration platform will expose its functionality to the orchestration logic through this interface.

The following table describes the resource model details that will be exposed through this interface.

Definition | A resource is an entity in the business which is involved in helping customers with the services they need. This resource can either be directly involved with the customer through an actual interaction (an IVR, website, knowledge management system, and so on) or be indirectly involved with the customer by doing the processing on behalf of the customer (for example, an agent). A resource can be either a human (for example, an agent) or a device (for example, an IVR).
Model | The resource model is an event-driven state machine model. The following are the different resource state machine models we have: T-Server — Voice
T-Server-Voice Resource State Machine Model
| Interaction Server — Multi-Media
Interaction Server-Multimedia Resource State Machine Model
Layers | A resource has two layers. Control layer — This layer provides the functionality to control the state of the resource and the interactions involved in the resource. Device or Media Channel layer — This layer provides the functionality to control the execution of dialog applications in order to communicate with the customer.
Lifecycle | The lifecycle of a resource starts when the resource becomes available to the platform. This usually happens as a result of the resource registering with or logging into the platform. The lifecycle ends when the resource becomes unavailable to the platform. This usually happens as a result of the resource unregistering from or logging out of the platform.
Properties | The following types of properties are maintained with a resource: ID — every resource must have a unique ID. This is so they can be easily identified throughout the platform (for routing purposes primarily). So even resources that do not really have an ID need some ID mechanism to identify them. For example, this may be the DN or port of an IVR resource, or it may be the IP address associated with a knowledge management system. Skills or Knowledge — Skills represent the capabilities of the resource. These are used to determine which resource is best used to process an interaction with respect to the service that is needed. These skills can be of almost any type. Common examples are language skills (such as French or Japanese), product skills (such as Lotus Notes and WebSphere), and service skills (such as an ability to process mortgages). Skills have the following properties: Proficiency (that is, affinity) (for example, I am a company expert with respect to this skill) Presence or State and Capacity — This represents the availability, current capacity, and location of the resource. The dimensions of this property are: Status (both overall and individual sources) (for example, this resource is available and voice is available for address x, but IM is not available) Reason — the application's way to enhance or customize the status of its resource. For example, the reason can have interaction follow-up results: Action 1 (creating a new account), Action 2 (e-mailing the material to the customer). The associated devices or media channels Meta Information — This is the list of business-specific information that can be associated with a given resource. Interaction information — This is information related to the interactions that are being processed by the resources. For example, interaction connections represents a resource involved in an interaction and what activities the resource is doing in relationship to that interaction, as well as which media channels are being used for that interaction. Dialog Application information — This is information related to the dialog applications that are being used to process the interactions at the resource.
Characteristics | See the Properties row for details on characteristics.
Relationships | A resource has relationships with the following: Interactions — Resources and the corresponding media channels or devices are connected to the interaction to help drive the communications with the customer for the needed services. Dialog application — The capabilities of the resource and its associated devices, in conjunction with the interaction, are used to communicate the dialog application to the customer when requested by orchestration logic or the actions of the resources. Orchestration logic — Orchestration logic uses the resource and its status to do the following: Execute specific dialog applications Determine which resource is the best to process a given session or service.
Today's Equivalent | The following are the equivalents today and will not likely change as a result of adding the orchestration parts of the model: T-Server model for Agents, IVRs, DNs, and Route points Interaction Server model for Agents and Media, Workbins, and Queues

Resource Model Details

Section II – Functional Modules > Resource Interface Top of Page
| Genesys 8.0 SCXML Technical Reference
< Dialog (Treatment) Interface Statistic Interface >