Contact Manager 6.0 and Genesys

[greek123]

Has anyone gone to Contact Manager 6.0 and got it working with Genesys

 

[DancingDave]

We are currently running CCMS with the following levels of Genesys...

Program Version
Sdialer 5.1.519
DBServer 5.1.058
Configuration Server 5.1.120
Tserver 6.1.001.50
List Manager 5.1.533.17
Campaign Manager 5.1.549.15
License Manager 6.1
Configuration Manager 5.1
Campaign Creation Environment 5.1.5
Oracle 8.1.7
AIX 5.3
NT Server for Sdialler NT SP6

DBserver and Conf server run on an AIX box, whilst the license manager, sdialer, list manager and tserver run on an NT dialer box (dialogic cards).

We upgraded the tserver to 6.1 when we moved to Symposium, v 4.2 but to go to CC6 we didn't need to make a change as the MLSM doesn't change.

It works perfectly.

DD

 

[greek123]

Dave,
Did you have any issues you would like to share. Looks like the desktop apps have gone away with CC 6.0 and moved back to the server, so any filters or reports that were setup on the desktop now need to be migrated to the server.

Thanks

 

[DancingDave]

Plenty of isues going from MAX to 4.2, but none going from 4.2 to CC6.

One of the main problems (apart from getting the right levels of software - we didn't just upgrade the TServer) was keeping agents in the right agent groups and skillsets on Config Manager and Symposium respectively. Our outbound basically is set to transfer the outbound call to a Symposium controlled CDN once it detects a customer at the other end. Get it wrong and you end up making calls when there are no agents to answer them, which as we all know is very naughty!!

Took a lot of trial and error to get a solution that is OfCom compliant.

We don't use any of the Genesys reporting tools. We have continued to use our 'softphone' applications without any need to change them. Not sure what you mean by the reports and applications going back to the server.

DD