Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: CTIgem on February 24, 2009, 12:55:52 PM

Title: IEX workforce manager TotalView
Post by: CTIgem on February 24, 2009, 12:55:52 PM

Just wondering, anyone has experience with IEX TotalView Workforce manager with Genesys environment.
I'm thinking IEX needs some kind of adapter to talk to Genesys....

Any commnets are appreciated.

Title: Re: IEX workforce manager TotalView
Post by: mike kamlet on February 24, 2009, 02:22:03 PM

I know of 2 Genesys adapters to IEX

We use one from CTIArchitects

And Genesys now offers an adpater (its actually written by Aria)

Both adapters support the real time and historical feeds

Title: Re: IEX workforce manager TotalView
Post by: Adam G. on February 24, 2009, 02:34:09 PM

The reports IEX Totalview requires are actually Avaya reports.

I did alot of work about 2 years ago on integrating Genesys and Totalview (with IEX's blessing) and therefore could write a long essay on the subject. The application took 18 months to design and write, and is now reliable.

The main problem is that it requires queue and ACW data in the same report and this is not a concept that is easy in Genesys. The solution was to write our own reporting engine.

So what do want to know?

Pavel

Title: Re: IEX workforce manager TotalView
Post by: Tefleon on February 24, 2009, 03:18:40 PM

Have a look at the Genesys one.

It pushes files out every 15 minutes to the IEX Smart Sync setup and also provides realtime agent information.

Title: Re: IEX workforce manager TotalView
Post by: CTIgem on February 25, 2009, 01:00:22 PM

WFM adapter, is that what we supposed to use?
Is there any docs on how to use WFM adapter?

Thanks.

Title: Re: IEX workforce manager TotalView
Post by: CTIgem on February 26, 2009, 01:52:47 PM

Ok, I got more info on this one.
They do have Gplus adapter for IEX by Aria, like Mike said.

So which do you prefer? CTIArchitects or Gplus adapter for IEX.

Title: Re: IEX workforce manager TotalView
Post by: mike kamlet on February 26, 2009, 10:57:26 PM

We use the CTIArchitects version

It runs on Wintel and has a DB that can be on the same box or another server.

This DB also collects call detail records (which we also use for detailed reporting)

The system is pretty flexible and can provide a TON of different agent states (for real time adherence) to IEX (for example we can tell IEX the agent is on an ACD call, DID call, outbound call, conference call, etc)

We've had the system in production for about 4 years.

As for the Genesys/Aria solution - I've been told that it tries to mimic the behavior of statserver (which in my mind wasn't necessarily a good thing).  I don't believe the data store it uses is robust enough to alswo use a supplementary reporting system.

I'd suggest looking at both and seeing which one fits your environment the best.

Title: Re: IEX workforce manager TotalView
Post by: CTIgem on February 27, 2009, 12:51:31 PM

Thanks, Mike.

Did you have to buy more licenses to get CTIArchitects to work?
GPlus for IEX requires to buy seat licenses as you know.

Thanks.

Title: Re: IEX workforce manager TotalView
Post by: mike kamlet on February 27, 2009, 01:55:34 PM

No, we did not have to buy more seat licenses -- The connector we have from CTIArchitects is licensed to us per T-Server and is simply a client of T-Server.

Mike