Integration of CC6 to Genesys HELP!!

[Techfalcon]

I have been given the task of integrating a CC6 to Genesys.

I only have to complete the CC6 task however as i have never done or seen this done before i am lost and could do with some help from a kind guru out there.

I have been told that the CC6 config is very small (i know i need one agent) however could you please give me a detailed step by step guide almost of how i can achieve this

Thanks in advance

SCCSMAN

 

[Milesprower]

In theory, all you need is the CC6 Application (CCMS) up and running. It passes through the Meridian Link from the Switch (E-LAN) out the C-LAN IP of the CCMS.

I think the one agent configuration is mentioned as that is the smallest configuration you can buy.

In practice, you need to make sure the switch has all the required patches and feature packs and that you have proper licenses (Associated Seat Licenses - AST) on the phonesets so the data you need is sent out the E-LAN by the switch.

 

[Techfalcon]

Hi Milesprower

Thats fantastic so to confirm that as long as the services are up and running thats it and i do not have to create the agent.

I take it the set up is all completed the Genesys side

Thanks again you have really helped

sccsman

 

[Milesprower]

Well, the couple times I have set up a SCCS configuration for Meridian Link only purposes, it turned out there were other things that they ended up needed (IVR ports, a small skillset queue) so I have never set up a set up a SCCS without some configuration. But in theory, the SCCS is basically a transfer of the Meridian Link from the switch E-LAN (embedded LAN) connection to the customer LAN (C-LAN).

You will still need to implement the system correctly (IP addresses, keycodes, etc...). And, as I said above, the switch needs the proper patches, features, and licenses to output the data via the Meridian Link to the SCCS.

 

[sandyml]

sccsman, you'll need to program a couple of prompts on the phonesets: AST and IAPG. IAPG is generally set to 1 (that is a messaging group that indicates all messages are being sent). AST = keys to be monitored. If it's an ACD set with the DN on key 3, for example, you'd put in AST 0 3 (0 being the INCALLS key). You can monitor two keys, but no more. That's pretty much all you need to do. FYI, Genesys will need to know the CLAN IP of your server (not the ELAN).