Paul,
My bigger concern is for all these larger PureConnect sites, company executives / stakeholders, will push to extend PureConnect. IMHO that is the worst option!
If you have not committed to moving to Genesys Cloud CX, selecting your new CCaaS provider should be the TOP priority (i guess there maybe 1 or 2 premise options out there?) If Genesys Cloud CX is your roadmap, then migration plans & contracts should be in place by the end of this year.
I spent a lot of time on this at my last company, when I left, they had it narrowed done to 2 vendors, one being Genesys. They will have contracts in place by end of year!
I am very new to GCcx, just got my certification, working diligently to become proficient on this platform. I have already identified 4 or 5 features that are inferior to PureConnect. I have found solutions for 2 via the AppFoundry, but they add significant "per user" cost!! The other topics are in the "Ideas" portal, but most are over 2 years old. Note with 28 years in the BPO industry, my perspective on functionality leans heavily to that industry
PureConnect is dead like it or not!
If any of these sites added (or will add) licenses via the "Subscription" model (subscription model is only option as of February 2022), these systems will cease to function July 31, 2025
Sale of Licenses stops Jan 1, 2024
https://all.docs.genesys.com/Special:Repository/PureConnect_EOL_Announcement_-_Customer_Facing.pdf?page=/EOL/Again IMHO, any efforts aimed at extending the life/use of PureConnect is a waste of time & effort. Focus your efforts on finding a replacement!
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Pete Schroeder
HMC3 LLC
Senior Contact Center Engineer (Technical Lead)
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Original Message:
Sent: 11-18-2022 10:49
From: Paul Simpson
Subject: Migrating a PureConnect 2021R3 environment from Premise to AWS
Christopher,
I wasn't aware that the Host ID restrictions had been removed - that's interesting. I wonder how they are now tying the license to the instance?
Everyone,
Regarding Handlers. I think it's important to realize that Genesys Cloud isn't simply PureConnect moved to the Cloud. (That's what CaaS / PureConnect Cloud is / was!) Genesys Cloud is a completely different beast that works in a different way.
Obviously, a great deal depends on what the Handlers actually do and where they are patched in to the overall system. Much of what they do can be achieved with creative use of the API and Data Actions. This may also require the use of external code that access the API. Architect is a much richer programming environment that Attendant and, when again combined with Data Actions, it is capable of achieving much of what was done using Handlers in PureConnect.
My suggestion is to post here with specific requests concerning requirements. ("When a call comes in, we need XYZ to happen....") and I will help if I can (as I'm sure many others will!) I have seen some amazingly creative solutions implemented in Genesys Cloud! That being said, there are bound to be situations where it's a case of "Sorry, can't be done..." That's when the Ideas Portal becomes pretty much your only option.
I know that I am not saying anything that you three are not already well aware of (I've seen you all around / met you in class enough to know that you know what you are talking about!) but I figured this needed to be said for context for others who may stumble across this thread ;-)
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 11-17-2022 11:20
From: Paul Simpson
Subject: Migrating a PureConnect 2021R3 environment from Premise to AWS
Ken,
Thank you - high praise indeed! Although I have been known to be wrong (not often, but it has been known!)
My experience, as you know, was from the classroom. What we found was that when we used local Hosts to0 virtualize (with managed MAC addresses), the Host ID would remain constant as long as the underlying hardware didn't change. So a cluster of DL360 G7's would all give the same Host ID for VMs, but it would be different from those given by, say, a DL360 G8 (although all G8 would be the same).
When the Labs went to the cloud, we had to work with the cloud provider to ensure that they didn't move the VMs around, at random, according to their load / business needs.
Now, it may be that Genesys have a solution for this for services like AWS, but I would recommend investigating this before putting too much more effort into that solution!
Good luck!
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 11-17-2022 10:52
From: Kenneth Shea
Subject: Migrating a PureConnect 2021R3 environment from Premise to AWS
Thanks Paul for the response - much appreciated. Hearing this feedback from someone with your experience is very valuable information that we will pass on to our stakeholders.
Ken
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Kenneth Shea
CITRIX SYSTEMS, INC.
Original Message:
Sent: 11-17-2022 10:27
From: Paul Simpson
Subject: Migrating a PureConnect 2021R3 environment from Premise to AWS
My biggest concern would be the Media Servers. AWS is essentially all virtualized and Media Servers , in particular, don't take kindly to being virtualized!
Your second challenge will be the IC Server license. The Host ID is based on not only the MAC address of the NI