Genesys and ICM

[Marc]

We are looking to implement a G6.1 inbound telephony solution in a large callcentre and have hit upon a small issue that I'm trying to find the answer to:

Basically, this call centre also provides some services for another company and they are currently using Cisco's ICM product to do this. Now I am wondering if there is any way of interfacing ICM and G6.1/TServer is there anyone here with experience of this?

thanks, Marc

[Jocelyn Wilson]

Right now, there is no Genesys Peripheral Interface Manager (PIM) exits within ICM that would allo ICM to control the routing for a system with Genesys CTI.

I do not believe that there is a Genesys TServer interface that exists to an environment with ICM CTI. It may be possible to route with ICM and hand off the call context to Genesys for CTI services, if a VRU exists in the configuration that support both the ICM/VRU interface (GED125) and the Genesys "Attach Data" service. All routing must go through the VRU peripheral. The VRU peripheral retrieves the call context from ICM through the ICM/VRU interface, passes it to the Genesys TServer via the attach data function and then sends the call to its next destination per the label that the ICM Call Router has supplied. The routing administration is more complicated. Deciding what reporting information to use, ICM or Genesys, to coordinate the reporting and consolidate it is challenging. Overall this approach can work. I can only imagine it as temporary as part of a migration and not something that any customer would want to maintain for the long term.