GPlus for Siebel

[Jim]

Has anyone done the upgrade from Gplus 6.5.1xx to the 6.5.2xx? We have had nothing but problems with it. Any insight would be great.

[Vic]

Hi, Jim,
sorry it took me so long to get to this problem of yours.
I have heard from people around me that SUPPOSEDLY you are expected to use G7 with Siebel 7, depending on the switch you use. Alcatel is supposedly the worst hit because it recycles ids, causing the darn thing to crash.
What PBX are you using?

[Jim]

Just as an update. Still can't do screen pops with Gplus 6.5.2 but we have found it is a Siebel issue, not Genesys. We are working with Siebel on it. There has never been a mention of a need to upgrade to G7, and now understanding what is causing our problem an upgrade to G7 would not fix it. We are on an Avaya G3 R8 and seems to be doing a fine job.

[Vic]

Hi, Jim,

thank you for the update. But what exactly was causing the problem in Siebel?

[Jim]

It's a long story but in a nutshell we used a pair of Genesys events to launch a VB script then a Siebel Smart Script. One of the events happend at the Event Ring. With the new GPlus adaptor the Event now happens at Event Established. This is due to the new GPlus combined all the media channels into one. In email, etc, there is no EventRing so the event needed to be moved. So we lost the event that we needed to kick off SS. In 99.6 a VB script could launch a Smart Script, in Siebel 7 that functionality was taken away. (It's back in S 7.7 but we're not upgrading anytime soon). we had found a loop hole in the earlier version of the GPlus that is lost on the current version. We still have not found a solution.