Wouldn't it be good, if....

[tony]

I think we may have done this one before, but I was just thinking out loud....

What technology advances do we think Genesys have yet to utilize to it's full potential?  A sort of "wouldn't it be good if..."

Here's mine;

FRAMEWORK

A multithreaded Configuration Layer (PLEASE!!!! )  All that processing power and memory stacked up to be pushed through a single thread really, really makes it a bottle neck.  Not sure what's stopping Genesys at least giving this a go...

A central configuration platform for Framework.  Coupling CIM/CME with SCI would be a great help in being able to watch over the Framework and Solutions and make changes on the fly to correct any errors, beyond the Alarm Conditions and Reactions currently provided.  Then again, having the ability to run the Solutions Software from one interface could be useful too - perhaps being able to launch the application associated with the component in CIM/CME - e.g. right-click an Agent and open a real-time view of the Agent (Agent Pulse, anyone...?) or perhaps drilling into Fields or Filters for Outbound in CIM/CME and having the option to right-click to open OCM where the Field or Filter is in use.  Or better still... an overarching interface that shows you what is in use - and what isn't...

STANDARDISED MODULES

There is this programming language called Java - you may have heard of it.  It uses Classes and Libraries to perform all manner of wonderful things...  What if... you had some "ready-made" components that conform to industry standards, within the Solutions?  Not just example code (SDK) but functional parts that you simply apply and tie-in to your environment?  Standardized Modules for Routing springs to mind - a plug'n'play Strategy or Sub-Routine that provides a single function (e.g. Target Routes based on Skills or Target Routes based on Time in Queue, etc.)  Import the file into your Solution, fill in the blanks - et viola - an industry standard component in your Solution..!

GENESYS TO GO...

Portability - I want CCPulse+, CIM/CME, SCI, OCM and DMA on my iPhone/Blackberry/G1/G2...! lol

SIP/VOIP

Going in the right direction, obviously... but what about stability?  I wrote a piece once relating to the stability of telephony architecture against the TCP/IP/UDP architecture and what it would take to replace the former with the latter...  Ripping out equipments, ripping up service agreements and replacing traditional telephony with the new "IP" breed was never going to be easy and the current "up time" for the likes of SIP against T1/E1 still don't compare.  If you pick up a turret handset you generally have a 100% expectation that you'll get a dial tone - do you have the same confidence when you plug your headset into your PC...?  And what is the backup plan...?  To leave the telco infrastrucutre in place, just in case it all goes wrong... I'm sure that G and ALU have some ideas on how to achieve the stability in the cloud but the local deployments of SIP that I am aware of are not filling me with confidence right now.  What is the backup plan for SIP, anyhow... to revert to the traditional site telephony that you just ripped out...? <apologies - that was a bit of a rant than a suggestion!

What would you like to see next from Genesys...?

Tony

[Fra]

I'll weirdly be the first to add some brief comments to your interesting thread, Tony   [that's not the case today either  ]

FRAMEWORK

A multithreaded Configuration Layer (PLEASE!!!! )  All that processing power and memory stacked up to be pushed through a single thread really, really makes it a bottle neck.  Not sure what's stopping Genesys at least giving this a go...

I'm totally on your page, I can't understand why they have not changed that yet, and there is no consistency either - for instance, as far as I know, T-Servers 7.x onwards are multi-threaded.

A central configuration platform for Framework.  Coupling CIM/CME with SCI would be a great help in being able to watch over the Framework and Solutions and make changes on the fly to correct any errors, beyond the Alarm Conditions and Reactions currently provided.

Well, that already exist, doesn't it? Genesys Administrator 8 combines CME and SCI and enables GVP provisioning too.

Then again, having the ability to run the Solutions Software from one interface could be useful too - perhaps being able to launch the application associated with the component in CIM/CME - e.g. right-click an Agent and open a real-time view of the Agent (Agent Pulse, anyone...?) or perhaps drilling into Fields or Filters for Outbound in CIM/CME and having the option to right-click to open OCM where the Field or Filter is in use.  Or better still... an overarching interface that shows you what is in use - and what isn't...

Ah! That would be cool and useful, especially the Outbound one, the info is spread all over the shop and it is quite a pain in the neck to have an overall view of it!

STANDARDISED MODULES

There is this programming language called Java - you may have heard of it.  It uses Classes and Libraries to perform all manner of wonderful things...  What if... you had some "ready-made" components that conform to industry standards, within the Solutions?  Not just example code (SDK) but functional parts that you simply apply and tie-in to your environment?  Standardized Modules for Routing springs to mind - a plug'n'play Strategy or Sub-Routine that provides a single function (e.g. Target Routes based on Skills or Target Routes based on Time in Queue, etc.)  Import the file into your Solution, fill in the blanks - et viola - an industry standard component in your Solution..!

mmh [Francesco is thinking..]

GENESYS TO GO...

Portability - I want CCPulse+, CIM/CME, SCI, OCM and DMA on my iPhone/Blackberry/G1/G2...! lol

Have you heard about Genesys Mobile Advisor?  

SIP/VOIP

Going in the right direction, obviously... but what about stability?  I wrote a piece once relating to the stability of telephony architecture against the TCP/IP/UDP architecture and what it would take to replace the former with the latter...  Ripping out equipments, ripping up service agreements and replacing traditional telephony with the new "IP" breed was never going to be easy and the current "up time" for the likes of SIP against T1/E1 still don't compare.  If you pick up a turret handset you generally have a 100% expectation that you'll get a dial tone - do you have the same confidence when you plug your headset into your PC...?  And what is the backup plan...?  To leave the telco infrastrucutre in place, just in case it all goes wrong... I'm sure that G and ALU have some ideas on how to achieve the stability in the cloud but the local deployments of SIP that I am aware of are not filling me with confidence right now.  What is the backup plan for SIP, anyhow... to revert to the traditional site telephony that you just ripped out...? <apologies - that was a bit of a rant than a suggestion!

very very good point, sometimes I really struggle in seeing all the benefits a full IP solution gives [ok, somebody is going to stone me now ], but I'm quite frustrated of seeing networks blips, softphones that need to be tweaked and have not a full compatibility with your SIP Server, performances deteriorating in terms of speed, desktops crashing and obviously not having a b%$!&*y TDM phone aside that you can manually log into..ok that's enough for now  

Fra

[mark]

network blips on voip

Genesys Administrator 8?! Going to have to have a look at that!

[tony]

Thanks Fra - I am already old and outdated... lol

I knew 8.x was bringing a collaboration of CIM/CME with SCI (which is why I put the 2 together in that section) - I was hinting that a lot more could be done to have a central control for the platform, irrespective of Solution...

I was not aware of Genesys Mobile Advisor - any idea what it looks like?  Screenshots, anyone...?

Thanks for the inputs - you too Mark!

Tony

[Fra]

Thanks Fra - I am already old and outdated... lol

lol

I knew 8.x was bringing a collaboration of CIM/CME with SCI (which is why I put the 2 together in that section) - I was hinting that a lot more could be done to have a central control for the platform, irrespective of Solution...

Definitely much could be done.
Today I was thinking that it would be nice to have a tab with a graphical layout of the solution - like a Visio page with all the boxes in place and the apps running on each? Maybe it's just me, but with large deployments sometimes it's hard to have/show a clear picture of the overall solution.

I was not aware of Genesys Mobile Advisor - any idea what it looks like?  Screenshots, anyone...?

I've got nothing yet :7 anybody else?
Fra

[tony]

You have been reading my mind...

A graphical overview of the solution, based on the connections between the components in the Applications sections, under Environments in CME/CIM... Shouldn't be that diffiicult - should it?  And the advantages of being able to export sections of it - or the whole thing - for whatever Project you're doing would be.. welll... great!

Another "idea" would be to be able to extrapolate the Application window itself - drilling down through it's connections.

Y'know what I just realised?  We're talking about a Designers GUI for CME, rather than a series of boxes that make up a simple Admin screen... now there's a thought... lol

Tony

[Wyn]

You have been reading my mind...

A graphical overview of the solution, based on the connections between the components in the Applications sections, under Environments in CME/CIM... Shouldn't be that diffiicult - should it?  And the advantages of being able to export sections of it - or the whole thing - for whatever Project you're doing would be.. welll... great!

Another "idea" would be to be able to extrapolate the Application window itself - drilling down through it's connections.

Y'know what I just realised?  We're talking about a Designers GUI for CME, rather than a series of boxes that make up a simple Admin screen... now there's a thought... lol

Tony

I'm going potty with other product ideas zooming around my head. Arrrgh, now you guys have put another one there!


(I like the idea)

[Seb Reeve]

Then again, having the ability to run the Solutions Software from one interface could be useful too - perhaps being able to launch the application associated with the component in CIM/CME - e.g. right-click an Agent and open a real-time view of the Agent (Agent Pulse, anyone...?) or perhaps drilling into Fields or Filters for Outbound in CIM/CME and having the option to right-click to open OCM where the Field or Filter is in use.  Or better still... an overarching interface that shows you what is in use - and what isn't...

...well OCM functionally moves into Administrator 8 web interface in an imminent release (along with CME, SCI and Deployment Wizards you already noted) - in addition the capability to deploy the new SCXML routing strategies will also reside in this tool - a key goal of the Administrator product is moving towards a single interface for administration...

...as you note real-time reporting capabilities are planned to move to a single interface based on Advisors (Informiam) GUI - however this will remain separate from Administrator which is targeted at pure systems admins whereas Advisors GUI is targeted at operational personnel. However you might expect some configuration capabilities to be available in Advisors (amend agent skills, groups etc.) where that activity makes sense for that type of user.

In general GUIs are to be separated by the role of the users who use them the most - not by abstract functionality -  so where Genesys used to have tools for Configuration, Management, Reporting, Routing, Outbound etc. there will now be tools for:

• Design
• Configure
• Manage
• Deliver (desktop)

STANDARDISED MODULES

There is this programming language called Java - you may have heard of it.  It uses Classes and Libraries to perform all manner of wonderful things...  What if... you had some "ready-made" components that conform to industry standards, within the Solutions?  Not just example code (SDK) but functional parts that you simply apply and tie-in to your environment?  Standardized Modules for Routing springs to mind - a plug'n'play Strategy or Sub-Routine that provides a single function (e.g. Target Routes based on Skills or Target Routes based on Time in Queue, etc.)  Import the file into your Solution, fill in the blanks - et viola - an industry standard component in your Solution..!

This is what SCXML based routing strategies in Router 8 are all about! Because routing strategies are XML formatted and served from a web server - you will be able to create Java (or other) web services which 'serve-up' customized or tailored routing workflow on-demand. This is much like the ability to dynamically generate vXML on demand from the web server.

In fact, better still - if you use both GVP 8 and Router 8 - you could dynamically generate both vXML and SCXML from your own application - generating the whole experience from your own service creation environment!

[mark]

I had a demo from a company called Lekane (i think) a couple of years ago, promoting mobile softphone. Was impressed.

I was equally impressed with the presenters name - Mika Hakkinen!!

[tony]

...because all I have so far, with regard to extracting something tangible for an output, is....

SELECT CFG_SERVER.APP_DBID SERVER_APPLICATION_DBID, CFG_HOST.DBID HOST_DBID, CFG_HOST.NAME HOST_NAME, CFG_HOST.IP_ADDRESS IP_ADDRESS, CFG_APPLICATION.NAME APPLICATION_NAME, CFG_APP_PROTOTYPE.NAME APPLICATION_PROTYPE_NAME
FROM CFG_SERVER, CFG_HOST, CFG_APPLICATION, CFG_APP_PROTOTYPE
WHERE CFG_HOST.DBID = CFG_SERVER.HOST_DBID
AND CFG_SERVER.APP_DBID = CFG_APPLICATION.DBID
AND CFG_APPLICATION.APP_PROTOTYPE_DBID = CFG_APP_PROTOTYPE.DBID
ORDER BY CFG_HOST.DBID

...and this is rather feeble...



T

[Steve]

Going back to the original thread, wouldn't it be good, if........... you could propagate CME permissions up the tree structure rather than just down.

Say I've got (in CME) Configuration - Resources - configuration unit A, configuration unit B and configuration unit C. Each config unit has a Persons folder with a number of site folders inside, these in turn have agents and supervisor sub-folders.

I want to give read to one site's agents folder to a particular access group, currently I have to go to each level and set the permission, but I can't propagate because if I did the permission would go to every config unit and every site and sub-folder within them. If I started at the agents folder and could propagate up, there is only one single path up to the Configuration level.