My experience is upgrading from 2016 R3 to 2020 R4. The more things change, the more they stay the same.
Two items of note...
1. Custom handlers.
2. Testing, testing, testing...
We have our own reporting team so don't rely on the CIC canned reports. I didn't note any table structure enhancements so we didn't run into issues there. We have a couple hundred IVR profiles so that was where our testing challenge came into play. Organizing a testing team who knows what they are doing is essential.
We do have dialer too but didn't note any significant changes.
We have 30 or so custom handlers but that wasn't much of an issue. Where possible, we used the Genesys customization points. When not, then testing, testing, testing.
I would say that the biggest challenge we faced was integrating 3rd party products like Verint (work force management), Twillo (SMS), and Nobelbiz (TFN redirects). Getting someone from Genesys who understands certificate management with 3rd party integrations has been difficult.
Hope that helps...
Bryan
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Bryan Lewis
InfoMedia, Inc d/b/a Carenet
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Original Message:
Sent: 05-28-2021 15:13
From: Andrew Wooster
Subject: Upgrade 2018 R2 to 202#
Has anyone upgraded from a 2018 version, specifically R2 P36 to a 2020 or 2021 version? Is there any risk jumping this many releases?
Thanks,
Andrew
#Implementation
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Andrew Wooster
Genesco Inc.
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