OpenCTI adapter for Genesys

[victor]

Guys,

how many of your are running into EOL for Salesforce CTI Toolkit? Some of our clients are asking us about upgrading to OpenCTI and Genesys has a very nice adapter for it, unfortunately, I am told that it has been pushed back. Other than Genesys what else is on the market these days worth a look?

Best regards,
Vic

[cavagnaro]

Not sure but these guys may have what you need.
http://www.ariasolutions.com/products/salesforce-products/workforce-management-adapter/

They are the ones doing dev for Genesys on some parts now.

[mduran22]

Yes, Aria has several adapters, that one specifically is for WFM.

Vic,
When you say OpenCTI, are your referring to the Salesforce OpenCTI adapter?

[victor]

Yes, I am referring to Salesforce OpenCTI. We decided to go with ConvergeOne adapter, which support both Avaya and Genesys. What is interesting: Genesys Japan told us that in order to connect C1 adapter to Genesys, we are required to purchase Agent Integration Conenctor or Agent Connector.

I recall when we developed Genesys softphone, we also had to pay $20K or something for PlatformSDK connection from our softphone to Genesys T-Server on top of per agent seat licenses.

This would not be an issue if Genesys would not be pushing their own Genesys OpenCTI adapter as a competing product to ConvergeOne and the likes.  I fail to understand how can any OpenCTI adapter compete with Genesys adapter in such a situation.

I find that using ConvergeOne with Genesys is the best way to take advantage of Genesys capability with the features we found in C1. I just wish it would be possible not to compete with Genesys but built upon it. I am really torn here, because on one side I want to build on Genesys, but at the same time, if I want to do it, and decide not to use Genesys OpenCTI adapter, I have to offer an alternative at much lower price compared to when connected to Avaya AES directly.

Which brings me to the next questions:

What, if any, problems do you envision if we keep Genesys CTI, but connect directly to Avaya AES, bypassing Genesys CTI altogether? Reporting and Routing should work just fine, regardless of how agent is controlling DN: via Tlib or TSAPI: as long as there is a license for that DN, it shoudl work all the same...

Attach data can be passed via UUI. I assume Genesys requires some sort of license then too, because UUI data is shared between URS and softphone via AES...

[Ali]

If your ACD is Avaya CM, of course, UUI can be transferred to/shared with another system. To do this, a basic configuration on ACM should be enough (I did the similar configuration to pass UUI from/to Asterisk). Afaik, you can bypass Genesys and use C1 for Avaya.

[Fra]

[quote author=victor link=topic=8592.msg37978#msg37978 date=1417500791]
What is interesting: Genesys Japan told us that in order to connect C1 adapter to Genesys, we are required to purchase Agent Integration Conenctor or Agent Connector.

I recall when we developed Genesys softphone, we also had to pay $20K or something for PlatformSDK connection from our softphone to Genesys T-Server on top of per agent seat licenses.
[/quote]
Yep, it makes sense, look here:
http://www.genesys.com/landing/software-development-kit-components

[quote author=victor link=topic=8592.msg37978#msg37978 date=1417500791]
What, if any, problems do you envision if we keep Genesys CTI, but connect directly to Avaya AES, bypassing Genesys CTI altogether? Reporting and Routing should work just fine, regardless of how agent is controlling DN: via Tlib or TSAPI: as long as there is a license for that DN, it shoudl work all the same...

Attach data can be passed via UUI. I assume Genesys requires some sort of license then too, because UUI data is shared between URS and softphone via AES...
[/quote]
At least in the old day there was a limitation on the size of UUI/call passed.
Are you sure you could easily update attached data from the agent side if you connect directly to Avaya?
If you use other Genesys suites where you need to integrate simultaneously into more than one application server, that may be tricky (I'm thinking for instance of outbound, where you need to be able to monitor events from/to TServer & OCS].
And yes, I believe that if you keep using TServer, even though you don't connect directly to it, you still need to pay a product license.

Not sure whether the risks & complexity outweigh the benefits here.

Fra

[Kubig]

Do not spam this forum, please!

[cavagnaro]

Another? Damn

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