Documentation : CCd & Genesys

[mcharfi]

Hello,


I am looking for a documentation or explaination for migration CCd to Genesys.

Customer has CCd and he wants to migrate sloftly to Genesys.

Thanks for your help.

[cavagnaro]

There is no such info.
CCD (ACD) is a base for Genesys or not.
Genesys is a CTI with a lot of features, only your saler knows what he sold to your customer.
I'd go for a Professional Services if this is your first Genesys.

[Eliott_DUP]

For Genesys you just need the Genesys Framework including Routing and
a ProACD in the OXE with a DN of Type Extension in Genesys
an Agent in the OXE with a DN of Type ACD Position + an Agent Login in Genesys
a Processing group in the OXE with a ACD Queue in Genesys
a RSI in the OXE with a Routing Point in Genesys
(Always DN = directory number)

The Agent's in the OXE must be attached to the Processing group.
And under Operators data management the Agent should be set
to Logon with Password = False and Self assignment allowed = True

The CTI Link (CSTA, Port 2555) is done by the A4400/OXE TServer and the licenses must be okay on both sides.

I think that's all. The other things are just management in Genesys, right cavagnaro?
The Genesys Interaction Routing Designer helps you to manage the call flow.

So what's your exact question?

I think the Genesys training FRO / FRI / RRI is the right decision for you.

[cavagnaro]

Ok now comes my turn
URS is not mandatory, depends on your needs, I have a couple of customers on where i only apply the TServer features at the agent side and the call is managed completely from ACD or ACR.
Statistics is another thing, StatServer with CCPulse and ETL can obtain very nice features and data not easily obtainable from CCD or ACD.
So RSI is not a mandatory option, also depends on what you want, RSI agents, CCD Agents or Virtual agents, yeah! Agents can have a Password...Depends on your Softphone how to handle it.
The queue is also not unique...

[oldboy]

Ok why not look at Premium!!!!! Have deployed it and it works very well, very easy to configure and maintain.Only issue would be if your call centre is great that 150 agents and on 2 differnet nodes...

[cavagnaro]

Hum...well Premium is nothing more than a Genesys with an URS with a CCS face-like.

[knightr1der]

Hum...well Premium is nothing more than a Genesys with an URS with a CCS face-like.

Thats exactly why 'oldboy' is right. It is a good stepping stone from Standard CCX to complete Genesys.