RTAA does not connect to TServer

[Ken]

Dear Genesys Gurus:

does anyone know anything about real ime adherence adapter for Prime Time and its integration with Genesys? We are ran into the wall a few days back trying to connect rtaa to tserver. We keep on getting "API version is not supported", inspite using tserver version suggested by Prime Time manual.

How can this problem be overcome?
And most importantly, has anyone been able to successfully connect rtaa to tserver?

[JL]

RTAA does not connect to PTE. Noway...nohow! They are competitors and Genesys will not give Blue Pumpkin access to Stat Server and that is the only place to get real ime statistics in a Genesys world.
Victor will likely comment on this @ some point... but the only way you can get adherence to PTE is through CTConnect (another CTI tool) which can be installed on the same switch outside of the Genesys messaging.
Hope this helps you! EMail me if you want to discuss.

[Akiko Negishi]

Dear@JL@(John Lennon? )

I agree with you one hundred percent on needing statistics server to get all the information necessary for real ime reporting. RTAA's only function is to deliver agent login/logout status to PTE. In order to do that, it connects to TServer, and registers all the DNs for the agents being monitored, and then just watches all the Login/Logout/Not Ready events.

Supervisors using PTE's Pulse, can tell how many people are currently logged in and then generate reports indicating how well a particular agent conformed to the schedule.

RTAA cannot tell you how well does your predicted call volume and AHT conforms to the real one happening right at this moment. I think that this is one of the real weaknesses of PTE compare to other similar products, especially WFM.

Akiko Negishi

[Vic]

Akiko,

sorry about a delayed reply, but I do not think you are right about adherence functionality in PrimeTime. You can use Pulse module to compare data gathered using ACD Utility with one forecasted, compare service level, ASA, AHT, staffing levels, and abandons.

One thing that I do not like is that you have to use ACD Utility to read text files imported by MAX or CMS. Needless to say, this adds a tremendous amount of load on the PBX, especially if you decide to do it near ealtime.

I heard that there are some 3rd party tools that allow you to assemble CCon and CCA data from Genesys to import it near ealtime to PT. With GPlus and its SLib, it won't be long before someone will develop an application which will query Stat Server directly about the queue stats and dump it to ACD Utility. Any volunteers? This approach would be probably the best(but expensive, since SLib costs quite a lot), since both virtual and normal queues can then be monitored, thus allowing PT to function in IRenabled environment.

With G6.1 and implementation of Workforce target into IR Strategy, I think Genesys pretty much guaranteed that no one would even think about trying to integrate PT with G6.1 and its Enterprise Routing. Well, I take it back after all, it still accesses DB, doesn't it? (Hint, hint)