Prime Time and Genesys Integration

[Jeff]

Ok, so who did it and how did you do it?
There is supposed to be a RTD by PrimeTime which monitors agent status in realtime; however, with TServer 5.1.32 and 5.1.5xx for G3, it claims that API version is not supported.

There is also PrimeTime Gateway; however, running the script causes CCon to stop writing to the database and results in lots and lots of errors in DB Server log.

How did you manage to get it to work?

Thanks,
Jeff the programming monster.

[JL]

Primetime only has one way to get realtime information in a Genesys environment and that is by installing a secondary CTI product ...in their case they use CTConnect. Genesys will not expose S/S and therefore ther is no other real time engine in the Genesys suite.
Historical data plugs in through CCA.
That's how I believe it still works.
JL

[Victor]

I talked to Duane Abrahms who designed the plugin for PrimeTime. He mentioned that the integration product available from Blue Pumpkin is rather old and is not very stable.

He mentioned that his new company is offering a plugin that uses information directly from TServer and Stat Server to obtain the necessary statistics. I would assume that it would mean that it has to run all the time in order to collect the historical data needed by PrimeTime. In other words, it sure sounds like a data aggregator available for WFM.

I think the best possible solution would be a product which would collect real ime statistics from statserver, and when necessary, do a dip to CCon or CCA database. What do you think?

Vic