CC6 Compatible with Witness/BluePumpkin DE3.3

[kd99]

Planning to upgrade to CC6 but have an old version of Witness/Blue Pumpkin workforce management software DE 3.3 with Real Time Adherence. Does anyone know if there are any compatibility issues with this configuration? SCCS 5.0 and BP 3.3 currently work fine.

 

[DancingDave]

There is essentially no difference in the MLSM service in version 4.2, 5.0 or 6.0

We upgraded from SCCS 4.2 to CC6 and although it was recommended we upgrade our (Nice) call recording (8.8) it was shown that it did work. Similarly, we were also able to continue using the same version of Genesys TServer.

That's not to say that you shouldn't upgrade if possible to maintain support from Witness/BP, especially if there are issues further down the line and you need a pumpkin patch (!) from the supplier. I would imagine there will be an update available.

DD

 

[Milesprower]

Workforce management also requires access to the real time data from the CCMS. Typically the workforce management vendor needs to partner with Nortel to get this access.

Witness has become a pretty tight partner with Nortel recently. They should be able to tell you what is needed. Sometimes the local Witness rep is not knowledgeable and you need to escalate to get a real answer.