Hi LaDonna,
Completely understand the need to upgrade, hopefully the powers to be will maintain space in some Data Centers for the PureConnect servers. From my perspective, an upgrade is a "known" (for the most part) entity but moving to AWS in my opinion would be a much bigger "lift", with many unknowns and support that is not ideal.
What I have found to date is mostly agent facing.
- Interaction Utilization is configured globally or by agent, NOT by Queue.
- ACW / Wrap Up - While there are significant improvements here, see below, one significant concern is no functionality for agent to manually extend ACW. In the BPO shops I have worked at, we would never use "Optional" or "Discretionary" and very unlikely would use "Time Boxed, No early Exit"
We would use Mandatory, time boxed – STATUS(PC) configured with ACW and set the Time-Out to 10% of the average ACW, and tweak as needed for new call types. The reasoning is agents would abuse Discretionary and waste time. We would create an alternate STAUS(PC) configured with ACW, when agents needed more ACW time, they would select the other status. Supervisors did not have time to screen watch for ACW abuse, but with the alternate status, it was easily identified by reports, and alerts could be set on the alternate status
Four types of Wrap-Up/ACW in GCcx
OPTIONAL
allows the agent to opt out of selecting a wrap-up code after a call. The Optional ACW feature is useful if your organization does not use wrap-up codes and your agents do not need after call work time. It does not limit the amount of time an agent spends in ACW before going back to being available to receive the next interaction, so, supervisors need to monitor ACW metrics closely for their agents.
MANDATORY, DISCRETIONARY
For this option, the agent chooses how long to remain in ACW status but is required to enter a wrap-up code before finishing and becoming available again.
As with the Optional setting, there is no limit on how long the agent can spend in ACW.
MANDATORY, TIME-BOXED
You set the maximum amount of time that agents may remain in the ACW state to complete their after-call work.
If an agent finishes the work early, the agent can receive new interactions by entering a wrap-up code.
The agent automatically becomes available at the end of the time specified.
The system assigns a wrap-up code of ININ-WRAP-UP-TIMEOUT if the agent did not select a code.
MANDATORY, TIME-BOXED NO EARLY EXIT
The behavior is the same as the Time-boxed setting except the agent cannot become available for the next interaction until the specified time elapses.
This feature is useful to give the agent a "cool down" period between interactions.
The above leads to the next two topics:
- Status – GCcx does not associate ACW with Status. There are 9 primary statuses; 7 allow 10 secondary statuses to each primary Status. Statuses are org wide, cannot filter by role, division, group, queue, etc. Cannot delete secondary (custom) Status, maybe via API, still investigating
In my last role we had 450+ status, but rarely did any one agent have access to more than 20 Status
- Alerts – appear to be Global, no filter (by queue, etc.) delivery via SMS, email, and GCcx GUI inbox only, nothing more intrusive i.e., toast pop up, audible alerts, etc. For certain compliance environments mobile devices should not be on the desk, so SMS is limited.
I have yet to find "Time in Status" alerts and the metrics available to trigger alerts appear to be very limited compared to PureConnect.
- ACD Voicemail and / or FAX:
ACD Voicemail appears to be combined / replaced with "Callback"
ACD Fax, I have yet to find and a couple "Beyond" instructors could not answer for certain, still looking.
I have found enhancements / add-ons in the AppFoundry for managing Utilization and for Alerting tools, I have only done a cursory review but look to be significant improvements. But at a "COST" per agent.
Architect (IVR) I am just beginning to train on Architect, appears to be much more powerful and robust compared to PureConnect, and is the primary place to configure flows for Emails, Chat, SMS, Messages (FB Messenger, WhatsApp, etc.). I have yet to see any deficiencies!
Lastly the API library appears to be very robust. (API work is not my strong suit, but…) I can see and understand why Genesys touts that most any Handler feature can be re-created in GCcx via APIs & related
DISCLAIMER: As I mentioned, I am new to Genesys Cloud CX, I am far from an expert, YET! And there is always something more / new to learn. I welcome any input / corrections from our community!
I would love to know what other vendors you are evaluating along with what system you currently hand of agent calls to. If you are willing to share, we should take the conversation offline, feel free to email me.
Pete.Schroeder@hmcthree.com
------------------------------
Pete Schroeder
HMC3 LLC
Senior Contact Center Engineer (Technical Lead)
------------------------------
Original Message:
Sent: 11-20-2022 08:07
From: LaDonna Brown
Subject: Migrating a PureConnect 2021R3 environment from Premise to AWS
Pete,
May I ask what the 4 or 5 downfalls you've found are? We use Pure Connect only for self service and REFER calls to a different platform for agent work. However, we are in the same boat as many with 564 custom handlers to run our BPO business. As soon as the EOL announcement came out we began the process of finding a replacement. We're currently engaged with three providers, Genesys Cloud being one of them, and I'd love to hear if what you've found relates to only agents or both IVR and agents.
We explored moving to AWS, because we're closing data centers as well, but we were told that it's not a good option and the Media servers would require the move to subscription licensing. The other 'got ya' we're facing is that most of our server OS versions are EOL in 2023 and to remain PCI compliant we must upgrade them. I'm 100% certain that we aren't able to be up and running on a new CCaaS by June, given the complexity of our environment. So, we're having to go through an On Prem Pure Connect upgrade, while searching for it's replacement and figuring out where the servers are going to live.
Please don't get me wrong, I'm not complaining or whining. I know it's the nature of software and we were extremely lucky to have the 20+ years we had with Pure Connect! Change is tough and forums like these makes a person realize they aren't alone, and for that I'm grateful :)
------------------------------
LaDonna Brown
CDS GLOBAL
Original Message:
Sent: 11-18-2022 11:36
From: Pete Schroeder
Subject: Migrating a PureConnect 2021R3 environment from Premise to AWS
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!
------------------------------
Pete Schroeder
HMC3 LLC
Senior Contact Center Engineer (Technical Lead)
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 ;-)
------------------------------
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!
------------------------------
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
------------------------------
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 NIC, but also the processor hardware ID. From experience, I can tell you that hosting IC in a Virtual cluster isn't a walk in the park!
Just a couple of random thoughts / comments ;-)
------------------------------
Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 11-16-2022 12:11
From: Kenneth Shea
Subject: Migrating a PureConnect 2021R3 environment from Premise to AWS
Hello everyone -
We have a customer group that we are advising that is considering migrating their current PureConnect environment to AWS. For some background - they are also considering migrating to Genesys Cloud and are aware of the upcoming EOS and EOL dates for PureConnect. What they are specifically asking about is the technical feasibility of such a migration. As for the environment - there are about 1200 agents, 50 servers in data centers spread out across North America, EMEA, and APJ. These servers include 20+ Media Servers and 8 OSSM servers. The core telephony components are SIP trunks terminating to Ribbon SBC devices in data centers in the 3 regions.
What I would like to know - is there anyone out there who has tried something similar - and if so - could you share how it went along with the pros and cons of such a move?
Thanks,
Ken Shea
#CloudMigration(NEW)
------------------------------
Kenneth Shea
CITRIX SYSTEMS, INC.
------------------------------