Hello - I'm looking to see if there are any other PureConnect platform users that have experienced license conflicts when both IC and ICBM are in use at the same time.  When this happens, I find that the recorder and feedback licenses are impacted, resulting in an inability to use either in ICBM when I have IC open.

I'm told that this is a known issue, but I'd like to see if any others are aware of this.  If yes, how do you work around the conflict from a process workflow / usability aspect?
#SystemAdministration

------------------------------
Barry Farrington
IVR/ACD Administrator,
Long Term Care Partners, LLC
------------------------------

I remember an issue with Interaction Connect consuming supervisor licenses inappropriately and the "workaround" advised by Genesys support was to open ICBM first so that it consumed the licenses it needed to function and then open Interaction Connect afterwards.

I'm not certain if any progress has been made on that and I was never given an SCR to track.

------------------------------
Aaron Lael
State of Utah
------------------------------

Original Message:
Sent: 08-01-2019 10:11
From: Barry Farrington
Subject: License Conflicts Between IC and ICBM

Hello - I'm looking to see if there are any other PureConnect platform users that have experienced license conflicts when both IC and ICBM are in use at the same time.  When this happens, I find that the recorder and feedback licenses are impacted, resulting in an inability to use either in ICBM when I have IC open.

I'm told that this is a known issue, but I'd like to see if any others are aware of this.  If yes, how do you work around the conflict from a process workflow / usability aspect?
#SystemAdministration

------------------------------
Barry Farrington
IVR/ACD Administrator,
Long Term Care Partners, LLC
------------------------------

Hi Aaron - Thanks for the suggestion.  I will take that approach and monitor throughout the day today.  We're scheduled to go live in less than a month, so I want to make sure that any viable work-arounds are identified and documented.

------------------------------
Barry Farrington
Long Term Care Partners, LLC
------------------------------

Original Message:
Sent: 08-01-2019 10:17
From: Aaron Lael
Subject: License Conflicts Between IC and ICBM

I remember an issue with Interaction Connect consuming supervisor licenses inappropriately and the "workaround" advised by Genesys support was to open ICBM first so that it consumed the licenses it needed to function and then open Interaction Connect afterwards.

I'm not certain if any progress has been made on that and I was never given an SCR to track.

------------------------------
Aaron Lael
State of Utah

Original Message:
Sent: 08-01-2019 10:11
From: Barry Farrington
Subject: License Conflicts Between IC and ICBM

Hello - I'm looking to see if there are any other PureConnect platform users that have experienced license conflicts when both IC and ICBM are in use at the same time.  When this happens, I find that the recorder and feedback licenses are impacted, resulting in an inability to use either in ICBM when I have IC open.

I'm told that this is a known issue, but I'd like to see if any others are aware of this.  If yes, how do you work around the conflict from a process workflow / usability aspect?
#SystemAdministration

------------------------------
Barry Farrington
IVR/ACD Administrator,
Long Term Care Partners, LLC
------------------------------

You might want to see if disabling Supervisor Features in IC will prevent this from happening. When you are in IC click settings and then Featuers, you will see a check box to enable supervisor features.

Thank you,
 Scott

------------------------------
Scott Williams
Missouri Higher Education Loan Authority
------------------------------

Original Message:
Sent: 08-01-2019 10:25
From: Barry Farrington
Subject: License Conflicts Between IC and ICBM

Hi Aaron - Thanks for the suggestion.  I will take that approach and monitor throughout the day today.  We're scheduled to go live in less than a month, so I want to make sure that any viable work-arounds are identified and documented.

------------------------------
Barry Farrington
Long Term Care Partners, LLC

Original Message:
Sent: 08-01-2019 10:17
From: Aaron Lael
Subject: License Conflicts Between IC and ICBM

I remember an issue with Interaction Connect consuming supervisor licenses inappropriately and the "workaround" advised by Genesys support was to open ICBM first so that it consumed the licenses it needed to function and then open Interaction Connect afterwards.

I'm not certain if any progress has been made on that and I was never given an SCR to track.

------------------------------
Aaron Lael
State of Utah

Original Message:
Sent: 08-01-2019 10:11
From: Barry Farrington
Subject: License Conflicts Between IC and ICBM

Hello - I'm looking to see if there are any other PureConnect platform users that have experienced license conflicts when both IC and ICBM are in use at the same time.  When this happens, I find that the recorder and feedback licenses are impacted, resulting in an inability to use either in ICBM when I have IC open.

I'm told that this is a known issue, but I'd like to see if any others are aware of this.  If yes, how do you work around the conflict from a process workflow / usability aspect?
#SystemAdministration

------------------------------
Barry Farrington
IVR/ACD Administrator,
Long Term Care Partners, LLC
------------------------------

Hi Barry,

We are on Pure Connect however haven't experienced this issue.

Although we are using IC Desktop and not Connect - Would it be possible to have ICBM user to login to IC Desktop instead of connect and test if the issue still impacts you?

Regards,

Krish

------------------------------
Krishneel Tikaram
Pepper Group Limited
------------------------------

Original Message:
Sent: 08-01-2019 10:11
From: Barry Farrington
Subject: License Conflicts Between IC and ICBM

Hello - I'm looking to see if there are any other PureConnect platform users that have experienced license conflicts when both IC and ICBM are in use at the same time.  When this happens, I find that the recorder and feedback licenses are impacted, resulting in an inability to use either in ICBM when I have IC open.

I'm told that this is a known issue, but I'd like to see if any others are aware of this.  If yes, how do you work around the conflict from a process workflow / usability aspect?
#SystemAdministration

------------------------------
Barry Farrington
IVR/ACD Administrator,
Long Term Care Partners, LLC
------------------------------

I looked up my old support incident for the details.

Interaction Desktop does not have the same flaw.  The issue is that Interaction Connect is designed to take licenses for features that are still "to be implemented" which causes this specific problem.  The state of the supervisor features checkbox did not impact the issue (which was just with feedback licensing in our case).

------------------------------
Aaron Lael
State of Utah
------------------------------

Original Message:
Sent: 08-01-2019 18:56
From: Krishneel Tikaram
Subject: License Conflicts Between IC and ICBM

Hi Barry,

We are on Pure Connect however haven't experienced this issue.

Although we are using IC Desktop and not Connect - Would it be possible to have ICBM user to login to IC Desktop instead of connect and test if the issue still impacts you?

Regards,

Krish

------------------------------
Krishneel Tikaram
Pepper Group Limited

Original Message:
Sent: 08-01-2019 10:11
From: Barry Farrington
Subject: License Conflicts Between IC and ICBM

Hello - I'm looking to see if there are any other PureConnect platform users that have experienced license conflicts when both IC and ICBM are in use at the same time.  When this happens, I find that the recorder and feedback licenses are impacted, resulting in an inability to use either in ICBM when I have IC open.

I'm told that this is a known issue, but I'd like to see if any others are aware of this.  If yes, how do you work around the conflict from a process workflow / usability aspect?
#SystemAdministration

------------------------------
Barry Farrington
IVR/ACD Administrator,
Long Term Care Partners, LLC
------------------------------

Aaron - I took your advice and followed the process of opening ICBM first, followed by IC.  So far, it has proven to be successful.  I've not lost any connection to any of the ICBM modules, such as recorder or feedback.  I've been trending this since yesterday.

My next step will be to communicate to our training teams to ensure that all ICBM end-users follow this process.  This will definitely help with our go-live.

(FYI - my company will be PureConnect Cloud vs on-prem)

Thanks again!

------------------------------
Barry Farrington
Long Term Care Partners, LLC
------------------------------

Original Message:
Sent: 08-02-2019 09:28
From: Aaron Lael
Subject: License Conflicts Between IC and ICBM

I looked up my old support incident for the details.

Interaction Desktop does not have the same flaw.  The issue is that Interaction Connect is designed to take licenses for features that are still "to be implemented" which causes this specific problem.  The state of the supervisor features checkbox did not impact the issue (which was just with feedback licensing in our case).

------------------------------
Aaron Lael
State of Utah

Original Message:
Sent: 08-01-2019 18:56
From: Krishneel Tikaram
Subject: License Conflicts Between IC and ICBM

Hi Barry,

We are on Pure Connect however haven't experienced this issue.

Although we are using IC Desktop and not Connect - Would it be possible to have ICBM user to login to IC Desktop instead of connect and test if the issue still impacts you?

Regards,

Krish

------------------------------
Krishneel Tikaram
Pepper Group Limited

Original Message:
Sent: 08-01-2019 10:11
From: Barry Farrington
Subject: License Conflicts Between IC and ICBM

Hello - I'm looking to see if there are any other PureConnect platform users that have experienced license conflicts when both IC and ICBM are in use at the same time.  When this happens, I find that the recorder and feedback licenses are impacted, resulting in an inability to use either in ICBM when I have IC open.

I'm told that this is a known issue, but I'd like to see if any others are aware of this.  If yes, how do you work around the conflict from a process workflow / usability aspect?
#SystemAdministration

------------------------------
Barry Farrington
IVR/ACD Administrator,
Long Term Care Partners, LLC
------------------------------