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  • 1.  Interoperability with Engage

    Posted 05-10-2021 13:47
    Hello, We are planning to setup a business unit with Genesys Cloud, while the other business units would still be on Genesys Engage. How feasible is it to deploy such a solution? Would they interoperate seamlessly? We are more interested in things like transferring across BUs that are different genesys platforms.
    #Integrations

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    Bharat Rudrakshala
    ESRI
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  • 2.  RE: Interoperability with Engage

    Posted 05-10-2021 16:26
    Hi Bharat

    I've been working on essentially the same thing for a few months.  From a call perspective you can setup a SIP trunk in Genesys Cloud, and the other end under the switch controlled by SIP Server on Engage.  Providing your signalling and RTP ports are open that will allow you to send calls to/from each.  Then you just take it further and specify a prefix in the trunk on Engage to determine when that trunk should be used for outgoing calls, and a number plan and outbound route in Genesys Cloud for the same.

    One of the key things though is going to be WFM.  Technically you can export interaction data from Genesys Cloud, and import that into WFM in Engage for your forecasting and scheduling but it can be tricky in getting activities matched up to planning groups if the two systems are not really matched there.  

    From a reporting perspective, you can't easily get a single reporting solution out of both without leveraging something else like PowerBI etc where you'd get data from something like Info Mart and data sourced from the Genesys Cloud APIs (or manual exports).

    You also can't do any type of syncing around agent status or direct transfer to agents across systems.  If you wanted the ability for someone to transfer a call, probably your best bet is to have everybody added as external contacts in Genesys Cloud, and have your WDE (assuming that's what you're using in Engage) favorites etc pick up data from Active Directory via an export etc.

    From an IVR perspective, again with that trunk in place between the two there's also no reason you can't have an IVR in Engage, but the queue in Genesys Cloud.  In your Engage routing strategy for your IVR just do something like a TRoute to a DNIS that would go out on that trunk over to Genesys Cloud where it is associated to a call flow/queue.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Interoperability with Engage

    Posted 05-11-2021 07:35
    Edited by Warren Beddie 05-11-2021 07:35
    Hi Bharat, 
    I presume by reading your thread Genesys Engage is your existing call centre with its own number range. If you are creating Genesys Cloud with its own number range and the only part you want to get right is communication between business units, get your SBC or gateway to do all the forwarding of numbers. When you dial a specific full number the SBC or gateway would know where to push the call, it would convert that to an extension or number that other side understands. Much easier to control on the SBC or Gateway.  You could also get your SBC or Gateways doing load sharing. 
    Kind Regards

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    warren beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
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