Nortel + Genesys

[serval]

Hi, all. I need some help from the experts here. I am doing a proposal for a Noretl Meridian PBX and a Genesys CTI Server implementation. I'd appreciate your help on the following questions:

1. If we use Genesys Tserver, do we need Symposium Link and why?
2. If we use Genesys Tserver, do we need SCCS and why?
3. I have heard that Meridian Option 81C requires SCCS and Symposium Link cannot be used with Option 81 C; is this correct? Is there any other such mandatory combinations?
4. Why should we use SCCS Skillsased routing rather than Genesys skillsased routing? Can we use both?
5. Why do we need SCCS if we already have a Genesys Tserver coupled with a Symposium link?


Thanx a lot

serval

[Richard]

Nortel has moved away from supporting Meridian Link from rls 24 forward. Therefore if you want to control Option 11c, Option 61c, & Option 81c you will require to purchase Symposium. Meridian Link use to be co esident on the PABX but now it is bundled in Symposium. Symposium also includes ACD configuration, Meridian Max as well CCR (now SCCS). Basically it is a bundled package now. Before if you wanted CCR and HoldinQueue ability you bought them separate under CCR and HostEnhancedRouting (HER) package. Now this bundled depending on what package purchase SCCS 200 and 300 for Symposium 3.0.

If you want to take advantage of the ACD software on the switch and provide HoldInQueue functionality through the switch you will need to purchase SCCS 300 package that includes HER. You don't need to purchase the full package if you think you can provide all the functionality through Genesys for call treatment etc. Experience has proven that you are best to combine the best of Genesys and Nortel to get the most functionality though.

[Rob Townsend]

If you have an existing Meridian Link you can, for the time being, continue to use it (M Link is best choice possible until stand alone Symposium Link V 6.03 becomes available). Since the demise of Meridian Link, Symposium Link does not, as of today, provide 100% of the functionality of the original Link product. Nortel has stated that Symposium Link 6.03 will support all of the original Meridian Link functionality. To support Genesys IR you will need the Host Enhanced Routing Option on which ever M1 "Link" product you use.

I disagree with the idea of splitting routing logic between SCCS and Genesys. SCCS is a solution primarily for small single site voice applications whereas IR is far more capable router for voice and other media. If you try to use the best of both Genesys and Nortel routing you will end up writing code to double the number of program interfaces and loose the ability to leverage Genesys' strength in voice network routing, multimedia routing and consolidated reporting.

I suggest using SCCS if, and only if, you are considering one site and voice only. Otherwise the double programming interface for Nortel and Genesys will negate any SCCS benefits. Note that SCCS requires a CTI package no matter what. This forces separate interface programs and database queries for SCCS and screen pop. This, over time, makes SCCS "host data exchange" programming redundant and costly. I suggest you go with Genesys all the way and get only the "CTI Link" with "Host Enhanced Routing Option".

[Terry]

Rob,

it is my understanding that SCCS is packaged with SLink.
How does SECC is compared to SCCS? If we would be relying on Genesys IR for all of the routing, would it be possible to use SECC instead of SCCS? I am not too keen on Symposium, so if I am saying something really dumb, please ignore it!

Terry

[Rob Townsend]

Hi Terry,
We no longer have to buy SCCS or its cheaper twin. Nortel now offers Symposium Link standalone "6.01" software which runs on any reasonably good PC. I would recommend a Compaq DL360 1U rack mount server with built in RAID 1.

I may have made a mistake above mentioning version 6.03. Actually 6.02 is the version which is supposed to catch up to the former Merdian Link 5C capabilities.

Regards, Rob

[Jeff]

Rob,

it was my understanding that Nortel would nto logner offer SLink 6.xxx as a standalone. Nortel told us that SCCS 4.0 would be offered as a full package, with SLink as one of the features.
Are you sure about being able to purchase SLink WITHOUT SCCS 4.0?

[Rob Townsend]

Nortel marketing is famous for changing their rules on hefly. It makes me nauseous. The answer on Sysposium Link 6.xxx seems to depend on which way the wind is blowing in your market area. I think starting a law suit for unkept promises is a good idea. Who will be the first to jump in?

[Rob Townsend]

Nortel marketing is famous for changing their rules on hefly. It makes me nauseous. The answer on Sysposium Link 6.xxx seems to depend on which way the wind is blowing in your market area. I think starting a law suit for unkept promises is a good idea. Who will be the first to jump in?

[Rob Townsend]

Nortel marketing is famous for changing their rules on hefly. It makes me nauseous. The answer on Sysposium Link 6.xxx seems to depend on which way the wind is blowing in your market area. I think starting a law suit for unkept promises is a good idea. Who will be the first to jump in?