EMC/Breeze/Oceana

[fondog2]

Hello to the GURU's,
Trying to move off of the AACC/Symposium but had a question. I couldn't find much on my searches so here you go. Is this all layered on top of each other? EMC then you add Breeze then Oceana? Will really help me pitch this if they do.

Thank you,

 

[pmcginty]

Avaya is doing away with EMC. Breeze is the underlying technology for oceana but some customers aren't fully migrating to this new solution. Instead they are layering EMC with oceana/breeze. Depending on how massive your call center is it might make sense but in the long run you are going to be spending more money.

 

[fondog2]

pmcginty,
Makes sense that EMC is going away from my understanding the other two will handle chat, email ect. Elite has to stay considering the call control I would imagine.

 

[montyzummer]

Incorrect Elite vectoring and Skill changes are done away with in an oceana environment , you are either an elite agent or an ocenan agent , oceana agents use workspaces and the call routes into CM and back out via an adjunct routing step into the breeze environment where all the skill changes and scripting are done in Engagement Designer , the contacts (incoming voice etc) will first hit AAEP then CM then into breeze then based on what type of contact breeze will route the contact to the agent.

ACSS (UC/SBCE/SM/SME)

Not that they mean a thing anymore , get a brain dump pass the test crash the system.

 

[Saiyan656]

montyzummer do you mean, AAEP then CM SMGR then into breeze? no need for CM. Assuming Agent are SIP and not H.323

 

[montyzummer]

actually I guess ...aaep sm cm sm breeze agent

ACSS (UC/SBCE/SM/SME)

Not that they mean a thing anymore , get a brain dump pass the test crash the system.