Nortel/Genesys integration

[Steve Casper]

I just got involved in a project to look into the intergration of a Nortel Call Center and a Siebel CRM solution using Genesys. This is an Option 81C running Rls 23, Meridian Link 5C, CCR, MAX, and MQA. I would like to ask a couple of questions:

1. Is release 23 sufficent?
2. Will this replace CCR & MAX
3. Should we upgrade to Symposium?
4. Has it been confirmed that Meridian Link will be retired?
Any other suggestions or thoughts on things to consider would be appreciated.

[Karl]

Hi
1. On Rel 23 Merdian and Link 5c you should have no problems with the Genesys framework we run Rel 23 and Genesys 5, on Genesys 6 you willsee vast improvements in manageability
2. Yes, this will replace CCR and Max
3.Upgrading to Symposium, I dont think so but that is another debate
4. Link5 will be replaced in the future by Symposium link, if you have Link 5 hold onto it. As there are some limitations in Symposium link.

<<I just got involved in a project to look into the intergration of a Nortel Call Center and a Siebel CRM solution using Genesys. This is an Option 81C running Rls 23, Meridian Link 5C, CCR, MAX, and MQA.

I would like to ask a couple of questions:
1. Is release 23 sufficent?
2. Will this replace CCR & MAX
3. Should we upgrade to Symposium?
4. Has it been confirmed that Meridian Link will be retired?
Any other suggestions or thoughts on things to consider would be appreciated. >>>

[John]

Rel 23 with MQA is not supported on the Link that is you will not get messages for all of the queues the agent signs on to. It roles up under the first queue they log into and you get overall average of all the queues stats.
If you are currently using CCR scripts and MAX, you will not necessarily be able to get rid of them. Did you buy Genesys Interaction router, Call Center Analyzer, and Call Center Pulse?
I think you will likely end up using both regardless if you have noncall centre users on your switch.
Link 5C/CCR Co es is very stable but has been given a sunset. You can't buy it anymore and they will stope supporting it at some time in the not too far off future.
Symposium is not the end all be all as SCCS 3.0 only supports Link 5B functionality and I know there is a corruption problem today with the agent login logout events. SCCS 4.0 is a software only version and it supports Link 5C functionality. I have hear d of some problems with this version as well although I can't say if they are show stoppers or not.
Thats about it ... I emailed you if you want to talk further.

[Karla Patricia]

Hi!
Tenfold support Nortel integration and offer the same great features like click to call and automatic call logging: https://www.tenfold.com/integrations/nortel/