Moving to Genesys

[spend]

Our company is moving from an all Avaya set up (including voip & IVR) to Genesys (including a change from Aspect EWFM to Genesys WFM).
Wondering if anyone can point me to some resources to help me with the transition.
I imagine it is going to be a whole new world...
Apologies in advance for being a newb.

[victor]

Hi,

oh boy, this is definitely going to be a fun ride for you.

Here are some of the basic issues you need to decide on:

1. are you going to use deskphone or softphone for voice (hardphone will make rollout easier, proper SIP-based softphone will make your life easier)
2. how are you going to handle redundancy - are you going to use WCS? If so, please remember that existing calls when switched-over will no longer be possible to control (someone please re-confirm that because this is what we have right now at one of our sites), so you need to come up with a plan to handle it.
3. VoIP GW - what are you planning on using?

We have been using Genesys SIP for our 1200 seat plus client and to be frank, it is pretty amazing. Once you get all the kinks out of the system and have the right workflow, things will pretty much fall into place. Just make sure that you have a SIP-phone that actually works, which means DO　NOT　BECOME　a guinea pig for some software company to develop your SIP phone. Either develop your own one or find the one that works.

What are some of your major concerns?

[spend]

First, thank you for the reply.
1.  We'll do GAD eventually, but during phase one of the rollout, we'll be using our Lucent hardphones.  We have one largish center (300 reps) that currently use an avaya softphone.  I think that will work for now (see #3).
2.  Disaster recovery while working out the bugs is a big worry for me.  Not sure what the plan is currently (cutover is being handled by my boss and his boss, plus a lot of other folks ).  I'm sure we'll use the web based WFM tool (that's what you mean by WCS, no?).3.  So calls will terminate in one of two data centers and then forward to a location via SIP.  During phase one, calls will be be routed via existing Avaya gear (married to a T server).  So pure SIP and a softswitch are the goal, but it's a bit off.  Same with GAD &  GVP.
My primary concern is moving from writing Avaya scripts to using the Genesys routing tools.  would you say that Genesys University is a must?  I definitely think so, but there has been some question by the higher ups as to whether it's essential.