Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on April 20, 2018, 05:26:01 AM

Title: Moving Genesys URS strategies to Bright Pattern
Post by: victor on April 20, 2018, 05:26:01 AM

Hi,

I am currently working on several projects where we are moving Genesys URS routing to Bright Pattern.  One of the problems I am having is how to pass attach-data from Genesys to Bright Pattern workflow. Because it is a phased migration, I need both of them working at the same time and it is causing me a major headache: when it comes to interoperatibility with third-parties Genesys is just not as adapt. Oh well, I guess this is why I guess this migration is happening.

Currently, I am using CallID-KVP entry in DB as a temporary solution; however, it is simply way too inefficient.  The only other way I can imagine is to pass some information into Avaya UUI and then pass that from Avaya to BP. Of course, it is even more inane. Thoughts?

On a personal note, the more I look into Bright Pattern, the more I feel that this is what Genesys would have become if it did not get acquired by Alcatel. In fact, it seems like all of their top have moved to Bright Pattern as well... interesting....This makes me wonder if we should also consider doing the same thing as well. [url=https://www.brightpattern.com/bright-pattern-company/]https://www.brightpattern.com/bright-pattern-company/[/url]

Vic

Title: Re: Moving Genesys URS strategies to Bright Pattern
Post by: eugene on April 22, 2018, 06:03:59 PM

Victor, is this for voice or multimedia?  Have you considered GMS's storage, open media along with some other built in request-interaction/match interaction api to pass data around?

I'm curious and would be happy to talk through some ideas with you.