Rules Wizard bug in Avaya CCE

Avaya CCE Product team is identified a new bug in ‘Rules Wizard’ component  in version 3.0.3 update 01 and possible work-around solution for the same.

When using the Rules Wizard to edit an existing rule, the end result may be the new rule appended to the existing rule and the rule will not work.

The only work around at this stage is to edit the rule directly in Configuration Manager or in the “.ini” file for CCE Desktop.

Avaya CCE and AES Compatability Chart

Many of you have requested for Avaya CCE and AES Compatability chart through email. Here is the chart for your reference

	CCE 2.0.x	CCE 2.1	CCE 2.1.1	CCE 3.0.x
CVCT 3.x to 11.x with CVCT Client	Y	Y	Y	N
Avaya CT 1.3 with Avaya CT Client 1.3	Y	Y	Y	N
Avaya CT 1.3 with AES Client 3.1.1	Y	Y	Y	Y
AES 3.0 with Avaya CT Client 1.3	N	Y	Y	N
AES 3.0 with AES Client 3.1.1	N	Y	Y	Y
AES 3.1 with Avaya CT Client 1.3	N	N	Y	N
AES 3.1 with AES Client 3.1.1	N	N	Y	Y
AES 4.0 with Avaya CT Client 1.3	N	N	Y	N
AES 4.0 with AES Client 3.1.1	N	N	Y	Y
AES 4.1 with AES Client	N	N	Y	Y
AES 4.2 with AES Client	N	N	Y	Y

Predictive outbound in Genesys(Avaya pbx)

Intended Audience: If you want to configure outbound in predictive mode in Genesys CTI and Avaya pbx.

Prerequisites: Genesys framework and Outbound solution (OCS and OCM)

Before beginning the work, ensure that your Avaya pbx has Call classifier card configured with enough number of call classifier ports.

Predictive dialing needs Vector Destination Numbers (VDNs) to be configured both in the switch and Genesys CME.

You can verify with Avaya personnel to create a VDN on the switch.Make a note of the VDN created. Now create and configure the same VDN on CME. VDN in CME is  a DN of type route point with switch-specific type as 2. Done ? now you can consider as half way through!

Make sure from the Avaya personnel that the VDN has Class of Restriction (COR) configured to allow outbound dialing. You can test the same by making a call from that VDN manually.

Now we will go to the routing part. In IRD, create a simple strategy to route the calls to an agent group. Load the strategy on to the VDN.

Now create a calling list with outbound numbers. Logon your agents. Start your OCM and run the campaign. In IRD’s monitoring view of the strategy,

see if the calls are routed.

Can you see the call in agent desktop?. Cheers!

NO ? Post your error code in this blog and Lakshmi is there to help you )

Avaya Vs Genesys

Having worked in both Avaya Interaction Center (AIC) and Genesys, I would like to compare them. Please note that these are my personal opinions and you should consider your business needs to select the product.

EPABX:

Avaya Interaction Center (AIC) seamlessly integrate with Avaya EPABX and would be the first choice, if you have Avaya end to end solution in your environment. 

 If you have any other environment (Nortel, Siemens etc), you should go with Genesys call center solution. 

Routing:

I feel that Genesys routing is better than Avaya (even the user interface IRD vs workflow designer). Genesys Routing solution have more options and features to select the target than Avaya. I am particulary impressed with Genesys cost based routing solution (from version 7.5 onwards).  To get more details about cost based routing, please refer to my blog.

Reporting:

As always, you will find the discrepancies in the call center reports (generated by EPABX) and call center applications like Avaya OA & Genesys (CCPulse+).

Avaya reporting system (OA) is web based and is preferrable.

Genesys have ICON to get mroe insights about your customer.

Installation:

Avaya recommends only particular version of Java (even though latest versions are available) for their solution installation. While integrating with third party products like Siebel, it is better to check the pre-reqs of both the products.

I will be adding more in this blog as I further dig into each products.

Avaya Contact Center Express (CCE)

Avaya Contact Center Express is a Microsoft Windows-based software suite that enables companies to turn one-dimension call centers into multi-media contact centers. Using the phantom call capability supported by Avaya DEFINITY, Multivantage or Communications Manager switches, Contact Center Express 3.0 allows end customers to contact the company via phone, email, text or instant messaging. Whether your customers like texting on their mobile phones, sending emails or chatting over the internet, their preferred method of communicating will be treated exactly the same as a traditional phone call. It will be placed in a priority queue and distributed to an agent with relevant skills and knowledge. What’s more, the agent can reply using the same method of contact, conducting a helpful conversation, just like you would expect over the phone.

Easy to implement and simple to use, Contact Center Express also delivers:

• Out-of-the-box desktop applications for supervisors
• Framework applications, including intelligent routing, interaction data and centralized configuration
• Outbound preview dialing, either automated or agent-initiated
• Powerful application development tools for complete customization and integration
• Simple and fast wizards for desktop screen pops and routing rules

Contact Center Express products fall into three major categories:

• Desktop – Contact Center Express Desktop, Supervisor, Agent, Wallboard, Contact Center Express Reporting and MS CRM Connector
• Server – Media Director, Preview Contact Media Store, Email Media Store, Simple Messaging Media Store, MSN Messenger Gateway, AOL Instant Messenger Gateway, Short Message Service Gateway, Web Chat Gateway, License Director, Application Management Service, Configuration Server, XML Server IVR Server, Call Routing Server, Interaction Data Service, Contact Database, SQL Plug-in, Rules Plug-in, SOAP Plug-in, Script Plug-in
• Developer – Developer

Source: www.avaya.com

About Avaya Interaction Center (AIC)

Interaction Center is the Avaya Customer Interaction Suite software platform for enterprise class management of multimedia communications: voice, video, email, web chat, and IP telephony.

What’s New With This Release

SIP Services is an optional configuration within Interaction Center 7.1 foundation software. It introduces SIP within the context of a true multi-channel contact center environment. Advanced Interaction Center capabilities for routing, integration, context delivery, and reporting are used within a full end to end SIP solution.

Business Benefits

• Optimize customer experiences and agent effectiveness and efficiency

• Uniformly support any end customer preferred media – voice, video, email, web, SMS, self service

• Utilize enterprise business rules and customer segmentation data to define contact treatment and achieve service level objectives

• Centralize management and administration of business rules, workflows, agents work items and task loads

Source: http://support.avaya.com

Why I started this blog?

My search to resources in contact center technologies (Avaya, Genesys, Cisco) lead to creating a site. In this site, I planned to update Job Offers,Tips & Tricks from Avaya, Genesys and Cisco.

As of now, this blog will have the below mentioned products

* Avaya IP Telephony

* Avaya Interaction Center

* Avaya Workflow Designer

* Avaya Contact Center Express

* Genesys Framework

* Genesys Reporting

* Genesys Routing

* Cisco ICM

* Cisco IPCC

* Cisco IP Telephony

If you are looking for job or want to add any tips/tricks in the above mentioned technologies, please send an email to ctiworld@gmail.com