Genesys CTI User Forum

Hello, Calum:

The first thing that you should do is make sure that you get your theory straight before trying to implement OCS.

Point #1: YOU DO NOT WANT TO MIGRATE OCS. You simply cannot do it, because the architecture is different. If you will use upgrade wizard you will get stuck with a strange 5.1 templates bearing 6.1 names. What you should do is upgrade the environment altogether and then, delete outbound and reinstall it.

Point #2: Beware of call progress detection server. This stinky thing has a tendency to crash. We could not get it run for a long time when we were running multiple campaigns.

Point #3: GET CCP! You can no longer see stats in ocs. You will need a statistics server and ccp as well as a communication dn defined under the switch so that statistics server could communicate with ocs. Communication dn is not mentioned in a manual, so when you get to the point where you cannot get any stats about the campaign, you know that you are missing comm dn.

Point #4: TEST TEST TEST. OCS is a wild beast. Highly unstable and upredictable. In most cases it will get the job done, BUT you really need to define what exactly you want it to perform, TEST IT at least 3 times, and NEVER deviate from it.

OCS is a very good product. We are using it and I am happy to say that I am glad that I have upgraded. One problem that I have with it is that it is so different from its predecessor that a lot of functionality advertised in the manual still does not function well. So, BE CAREFUL and if you need more help : just ask!

Jim

I am not Jim, sorry, but I will try to give my half a cent or so.

Framework migration is painless and should be done for quite a few reasons.

The main reason is that G5 will be EOL (End of Life) in a few months, so you will need to upgrade you want to continue to get Genesys support.

The other reason is that it is so much better than its predecessor. I am not sure about the benfits of G6.1 to a small call center; hwoever, if you a running a big center with multiple servers then upgrading is almost a must. Some of the functionality in G6.1 is simply great. Personally, I love SCI, SCS and everything to do with the management layer.

The upgrade process itself is extremely painless and should not take more than an hour after you get a hang of things.
You might need to beef up your system because G6.1 is definitely going to drain your resources; however, once again it will depend on how you use it.

Oh, by the way, a little know fact: G6.1 will not run on G5 licenses, but G5 will run on G6.1 licenses.

Vic

I don't know what they mean by taking the load off your system; however here is all I have to say:


from a layout point of view, you have an extra DB Server, a totally new Solution Control Server, Message Server, and LCA to run. I doubt that this would decrease your machine load. If you spread it over the network, reduction in machine load would be done at the cost of increased server numbers and network load.

On top of that, you will now need to use CCP to view outbound stats, which would increase load on your stat server.

If you are using Inbound, you will be upgrading to URS. Take a look at the binary size Depending on your system needs, you might need an separate Message Server to see your strategy call stats (Genesys says it is only for debuggin purposes, but I find seeing in real ime how many calls are going to what queues, and how many calls are following which branch in the strategy reassuring to say the least.


Are you using IVR? If so, don't forget an additional IVR server.

Also, take a look at your DB Server size: it is over 20 megs...

Perhaps I am not seeing something, but I cannot even start to imagine how it would reduce your system load.



G6.1 is a great product. But let's face it, like with Windows 3.1 and W95, it offers a really nice interface, and somewhat improved performance at the costly expense of your resources, both system and administrative. So, depending on what your call volume is, how much attach data and data dips you are performing, you will really need to seriously sit down and asses what your needs are, how much of resources it would take, and how you will roll it out.

Sales people sometimes do get carried away with their presentation, so make sure that your double check everything before you take a dive.

Vic