Hi,
we are also right now looking at implementing server-based Java softphone using AJAX for our GUI, and we came to a conclusion that unless there is a constant link between client and server, there is a high chance that some of the events might be late, and even worse: gone.
Genesys is touting Universal SDK (whatever it is), but since I still did not have a chance to look at it, I personally plan on sticking with all JTAPI. I know it works, I know it does not have a lot of bugs, and I do not have the energy nor the will to be a test bunny for Genesys.
As you have probably noticed, the bigger the site, the higher is your chance of sending a ticket, and whenever something new comes, the number of bugs are simply overwhelming.
Take SIP CS for example - when 7.0 came out, it was all hype and everything, but when you look under the hood, Monitoring, Transfer and a lot of other basic functions were all cr*p (pardon my French).
I remember a few years back one of the bigger sites that we had cr*pped out on us 1 minute into service-in! Both of the HA T-Servers within a 10 seconds of each other! Reason? There were some extensions on PBX that were not used by the call call center and thus not registered in CME, causing T-Server to crash!
And don't get me started on their Stat Server... All you have to do is look at the Release Notes and you will know what I mean. The sad part most of those Release Notes are there because users found it.
So, in conclusion, even though Genesys has some of the most revolutionary and advanced products I have ever seen and I am a strong advocate of it, I feel that their quality control is too relaxed and relies too much on the user feedback to get things right. This means that I will rely on their older and well-established technologies such as JTAPI until I see at least one minor release with at least 6 months worth of track record.
