Genesys CTI User Forum > Genesys CTI Technical Discussion

Upgrade to 6.1 and Outbound Solution

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Calum:
Preparing to upgrade from 5.1 to 6.1 all by my lonesome. Anyone care to share there 2 cents? As well any information on the new Outbound Solution would be appreciated.

Cal

Jim:
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

Calum:
Jim what's your .02 on the framework upgrade?

Vic:
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

Mark Newcomb:
Vic,

I am a little concerned about your comment "beefing up" the servers as 6.1 drains resources. Which parts of the system use more processing than in 5.1 we were led to believe that upgrading to 6.1 would in fact reduce the processing our machines were doing! [We use Inbound and Outbound suites only]

Can you please clarify what you meant
Cheers
Mark

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