Genesys Avaya Integration (Is Elite on Avaya mandatory)

[Baljit]

Hi,
I have been through some posts in this forum and I am pretty convinced that its the right place to ask this question.

We have a Genesys dialer solution to be integrated with Avaya PBX. We now get to know from Genesys that they'll need Avaya Elite licenses for each agent that needs to dial out through the Genesys dialer !!
Why on earth would a dialer need ACD licenses on Avaya switch. I thought that even an inbound solution from Genesys just doesnt need any sort of ACD licenses on the PBX since its manages all the skills based routing etc itself through the CME and IRD !

Can anyone please help me understand what all is needed on the PBX that Genesys should use for its outbound (and inbound) solutions ??

Thanks.

[cavagnaro]

On Avaya you need the possibility to monitor your agents and extensions, only the most expensive link of Avaya provide this and as far aas I have read you can't use virtual agents on Avaya environment (no real login on avaya) which will be the why of the need of ACD agents on Avaya side.

[Baljit]

Why would genesys need to monitor "agents". It only needs to monitor the "extensions" which it can anyway do via the DLG/CVLAN link on AES.
Genesys acts as an adjunct routing system for PBX's .
Avaya PBX can have VDN's and Hunt Groups defined even without Avaya Elite. Why cant Genesys use only the VDN's and Hunt groups / queues to manage its inbound/outbound operations ? where is the need for a skills based routing software on PBX ? (Elite extends skills based routing feature to Avaya PBX and makes it an ACD).

All the agent definitions etc are made on genesys , right ?

Thanks

[René]

Baljit,

There are hundreds of implementation of Genesys with Avaya so I would say Genesys knows very well why asking for Elite licenses . I'm not Avaya expert but maybe you won't get all required information/events via ASAI link without Elite license.

Agents are configured on both side - on Avaya and on Genesys as well. That gives you a possibility of some critical/disaster routing using Avaya ACD features in case of failure or inaccessibility (network failure) of Genesys.

R.

[bcyk]

Avaya Definity (or above versions) has following licensing structure; may be subject to change and region-dependent.

Please do point out any out-dated information!


EAS and non-EAS (Expert Agent Selection)
- non-EAS:
    - ACD queue configuration
    - fixed ACD queue (defined in Hunt number) members must be preconfigured
    - in CTI client function, ACD queue DN is required
    - multiple log-in in different ACD queue DN is allowed

- EAS:
    - agent ID as skill (also defined as Hunt number)
    - multiple skills and skill-level per agent
    - use vectoring scripts routing calls to "skill" in VDN/vectors
    - single log-in to mulitple skills

Features:
- Delux: (forget what it is actual included!)
- Elite:
    - "host-based" routing capacity (the Adjunct function in vector script)
    - allow switch to pass call interaction control to external routing application


Monitorable objects:
- extensions
- ACD queue (non-EAS)
- "group extension" in skill hunt (EAS)
- VDN (non-EAS)
- VDN as queue (EAS)

Non-monitoring Avaya objects;
- Hunting group number (master number and a list of extensions associated to it)



"Why cant Genesys use only the VDN's and Hunt groups / queues to manage its inbound/outbound operations ?"

It depends what are User Requirments.

Inbound example A.1
    - Avays Delux (without host-based routing)
    - DLG link
    - Genesys T-server / Reporting, ...... (without URS! need Elite's Adjuct function)

    = Inbound voice interactions are handled by Avaya EAS or non-EAS ACD queue
    = Reports are generated by Genesys CCA (or InfoMart, ...)
    = Desktop clients use Genesys T-server API
    = ...

Inbound example A.2
    - Avays Elite (host-based routing)
    - DLG link
    - Genesys T-server, URS, Reporting, .....

    = Inbound voice interactions are handled Geneyss URS
        VDN->vector->vector script (Adjunct link n)
    = Reports are generated by Genesys CCA (or InfoMart, ...)
    = Desktop clients use Genesys T-server API
    = ...



Outbound example B.1:
    - Avays Delux (without host-based routing)
    - CPD device
      (a) Avaya classifier board (for CPD)
          - need "VDN" object; T-server API make_predictivecall for Avaya requires "VDN" to make outbound call
      (b) External CPD device (e.g., Dialogic card)
          - a pool of extension dialer ports is required
    - DLG link
    - Genesys T-server, OCS, Reporting, ...... (without URS! need Elite's Adjuct function)

   
    = connected outbound calls are routed to "origination" DN configured in Genesys
    = Non-EAS: calls are handled by ACD queue
    = EAS: calls are handled by VDN->vector->vector script

    = 'blended' inbound by switch ACD queue or VDN->vector->vector script

    = Reports are generated by Genesys CCA (or InfoMart, ...)
    = Desktop clients use Genesys T-server API and OCS API protocols
    = ...
    Note: to relocate agent from campaign-A to campaign-B,
          - logout agent
          - change agent skill (or ACD member) in Avaya switch
          - login agent again
  NB: desktop client applications for changed campaign


Outbound example B.2:
    - Avays Elite (host-based routing)
    - CPD device
      (a) Avaya classifier board (for CPD)
          - need "VDN" object; T-server API make_predictivecall for Avaya requires "VDN" to make outbound call
      (b) External CPD device (e.g., Dialogic card)
          - a pool of extension dialer ports is required
    - DLG link
    - Genesys T-server, URS, OCS, Reporting, .....

   
    = connected outbound calls are routed to "origination" DN configured in Genesys
    = outbound calls are handled by URS
        VDN->vector->vector script (Adjunct link n)
    = 'blended' inbound by URS (VDN->vector->vector script) or switch ACD routing

    = Reports are generated by Genesys CCA (or InfoMart, ...)
    = Desktop clients use Genesys T-server API and OCS API protocols
    = ...
    Note: to relocate agent from campaign-A to campaign-B,
  Genesys skill can be used in URS strategy; thus, dynamic campaign assignment
  NB: mind the desktop client applications for changed campaign

[Vikas]

Baljit,

I wonder the position Avaya finds itself in is in fact of its own making. The challenge is not technical but the way Avaya has restricted its licensing on what can only be provided after paying for Elite. There were plans to remove this restriction and go the Web ACD way by allowing a dumb ACD to be used with Interaction center. This was restricted in later versions as they found Genesys benefiting more from it than Avaya itself

[cavagnaro]

[quote author=Baljit link=topic=3105.msg12642#msg12642 date=1214978891]
Why would genesys need to monitor "agents". It only needs to monitor the "extensions" which it can anyway do via the DLG/CVLAN link on AES.
Genesys acts as an adjunct routing system for PBX's .
Avaya PBX can have VDN's and Hunt Groups defined even without Avaya Elite. Why cant Genesys use only the VDN's and Hunt groups / queues to manage its inbound/outbound operations ? where is the need for a skills based routing software on PBX ? (Elite extends skills based routing feature to Avaya PBX and makes it an ACD).

All the agent definitions etc are made on genesys , right ?

Thanks
[/quote]

Well don't get mad at me lol, this is how it works...what can we do?