Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Vic on January 01, 1970, 12:00:00 AM

Title: VoIP anyone?
Post by: Vic on January 01, 1970, 12:00:00 AM

Hello,

I was wondering if anyone has experience with Genesys VoIPs solutions. Is it being used in U.S? If so, how? What are the major problems you have encountered with it?

Thanks,
Vic

Title: VoIP anyone?
Post by: Joel on January 01, 1970, 12:00:00 AM

We are investigating using Genesys DMX and Cisco CM. The problem with the Cisco solution is that they are direct competitors and no API exists for TServ to see CM messaging. V0IP IS happening here and we need to find solution that will accomodate our Call Centres.
Hopefully I'll have more info soon.
Joel

Title: VoIP anyone?
Post by: Vic on January 01, 1970, 12:00:00 AM

Hi, Joel,

what info do you have on both CM and DMX?
I have read up on all of them plus Avaya's IP solution, and right now thinking what should be used with what and how.
Do you have any interesting docs or articles, study material, or overall info you could share?
What are the major disadvantages of using Genesys DMX?
Vic

Title: VoIP anyone?
Post by: Joel on January 01, 1970, 12:00:00 AM

Genesys DMX apparently is a very new product. It would perform the same function as a Cisco CM type of product. I have little info on it as I write this and I am pushing for more. It is H.323 compliant and will integrate with most Gateways. Most of my CM documentation is from Cisco itself as well as a course I attended on setting it up. I can send you some links if you wish Vic. A main issue is that we will not, at first, be using an IP telephony solution but more of a VoIP ie. our current Nortel M1 architecture will still exist and will need to be integrated. DMX can be used in conjunction with Cisco CM but such a setup would really be redundant and they possess many of the same features. I'm not sure if the DMX supports a hardIPphone arrangement or softphone only. We haven't looked at Avaya (we still have a bad taste in out mouths from a previous business relationship) but another solution may be needed. Some questions are who will be controlling the calls? where does the 'Q' exist? and can TServ communicate and view events of the call? With CM alone, it cannot. I will provide more info as I discover it.