Genesys + Definity + Nice CLS - it can work ?

Voice & Telephony
1

Hi All,
this is my first mail on this forum :smiley:
I’m system engineer of Avaya systems.
I have an issue: Is it possible configuration to properly work:

  • Definity R9,
  • Nice CLS 8.5 with service observation recording connected via Genesys
  • Genesys CTI (with driver T-Server for Avaya DEFINITY ECS (MV), Version: 7.2.008.10).
    Do you have any expirience in THAT specific configuration ?
    Thank you

Regards,
Mariusz

2

Hi,

we are using NICE with Genesys CTI and Avaya S8720 and the other is Avaya G3r

As long as Genesys CTI supports the version of Avaya that you have, I don’t see why it would be a problem.

The only problem I can imagine you having is connecting NICE with Genesys. How do you plan to identify which recording in Nice corresponds to which call in Genesys? As you are well aware, Genesys does not provide trunk, thus you will have a problem correlating calls with data if your Nice is in in-front configuration.

Other than that, I do not see the problem. What are you concerned with?

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