TServer with Encompass

[OXO]

Does anyone have any experience with CTI enabling the Encompass suite of products with Genesys TServer ? I would really appreciate any advice

[Wim]

I have worked on a Genesys implementation with Genesys 5.1 and Versatility (now Encompass).

Initially we had several problems with the connection between Encompass and Genesys and several revisions to the Opentel driver were made to get it working.

The most important thing to ensure proper working of this integration is that you let Genesys have full control of any CTI component, don't give part of that control to Encompass. For example, Encompass sets a counter for wrapup time, but so does Genesys, this can result in calls being routed to agents that do not wish to receive calls.