Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: amarceau on August 25, 2011, 02:24:56 PM

Title: Genesys & NICE Perform Integration
Post by: amarceau on August 25, 2011, 02:24:56 PM

Does anyone have a NICE perform integrated with Genesys TServer?
We currently have our NICE system getting PBX events from an Avaya CVCT server.  We want to switch that over to the Genesys TServer.  Is there any additional licensing required on the Genesys side?  We already own SDN licensing, so i would think since Genesys isn't actually doing anything and ther are no apps required on the Genesys side, there would be no additional licensing, but does anyone know for sure?

Thanks,

Title: Re: Genesys & NICE Perform Integration
Post by: cavagnaro on August 25, 2011, 04:52:29 PM

I do, you will need recording connector licenses

Title: Re: Genesys & NICE Perform Integration
Post by: amarceau on August 25, 2011, 05:14:00 PM

so what exactly am I buying from Genesys and paying support for on?  There is no application or anything done on the Genesys side right?  And if NICE isn't working and recording calls, what exactly would Genesys support in that senerio?
Do you have 1 licensing for the general connector liscening?  Or do you have to license for every DN you want to monitor/record on.  Even though I already own licensing for those DN's to be monitored for Inbound/Outbound purposes.

Title: Re: Genesys & NICE Perform Integration
Post by: cavagnaro on August 25, 2011, 06:45:52 PM

Well discuss that with your sales guys my friend. I'm just telling you what you need, don't get it on me.

Title: Re: Genesys & NICE Perform Integration
Post by: fnunezsa on August 25, 2011, 07:57:59 PM

You'll be paying support on the TServer functionality to enable a Third Party process to be a client of TServer.

Title: Re: Genesys & NICE Perform Integration
Post by: tomnagel on August 26, 2011, 12:24:31 PM

[quote author=cavagnaro link=topic=6616.msg28796#msg28796 date=1314291149]
I do, you will need recording connector licenses
[/quote]

can you tell me how to apply for recording connector licenses?

Title: Re: Genesys & NICE Perform Integration
Post by: BenTaylor on August 26, 2011, 02:23:02 PM

[quote author=amarceau link=topic=6616.msg28799#msg28799 date=1314292440]
so what exactly am I buying from Genesys and paying support for on?  There is no application or anything done on the Genesys side right?  And if NICE isn't working and recording calls, what exactly would Genesys support in that senerio?
Do you have 1 licensing for the general connector liscening?  Or do you have to license for every DN you want to monitor/record on.  Even though I already own licensing for those DN's to be monitored for Inbound/Outbound purposes.
[/quote]

Recording Connector (per seat)

Any application that records the media stream and interaction activities to monitor agents and ports or get access to interaction event information.

Speak to your Account Manager, they will be able to sort it out.

Title: Re: Genesys & NICE Perform Integration
Post by: genesysguru on August 29, 2011, 02:39:32 PM

Agreed. Technically you do not need any licenses but commercially you do. Same with wallboard integrations ...

Title: Re: Genesys & NICE Perform Integration
Post by: amarceau on August 29, 2011, 02:40:57 PM

Thanks all for the replies.

Much appreciated.