Genesys Licensing

I have a question for all the Genesys experts out there. So my question is this: My company recently purchased/installed the Genesys suite. Coming from the Aspect Unison world, we were used to licensing a “Blended” agent seat. Therefore that agent could perform both Inbound calls and Outbound calls without issues. Knowing nothing about the Genesys, we were told that we could continue to have our “Inbound” call routing done by Avaya & Genesys would handle the Outbound call routing.
Now that we are a few weeks away from deployment, we are finding outselves in a pickle in that Call Blending is not functioning the way that we had expected it to. We are being told that since Avaya handles distribution of the Inbound call, there may be issues with blending since Avaya will always win out even if Genesys is trying to send an Outbound call to that “available” again. The Outbound call would of course fail to present to that agent…

So long story short – Having just finished the Genesys Routing class, I thought I would setup some Inbound routing strategies in order to have my “blending” function properly. So I’ve been able to successfully setup Inbound strategies to handle distributing the calls. HOWEVER - I’m now being told I’m not allowed to do that since I’m not licensed for Inbound, only for Outbound?? Isn’t my agent license, my agent license. I totally understand if I want to handle multimedia (email / SMS / Chat) that would be a seperate license cost… But Inbound vs Outbound?? really ?? voice is voice - regardless of what direction it is.

Am I crazy here?

Also – if I’m not “Supposed” to use URS to route my inbound calls, why is it available to me? Apparently this is supposed to be on the “honor” system. Seems really odd…

Any thoughts ?

Hum…to be honest you can use it technically, but commercial guys do like to complicate the inbound stuff…you have by nature Inbound Media and what you license over this is the Outbound, email, chat, etc.
So, yes, you should be able to use Genesys for both, what you can’t do is split, meaning, if you have 5 licenses CIM (monitoring) and 5 Outbound, you will have only 5 agents logged in, not 5 for Inbound and then 5 for Outbound.

Hi Amarceau,

Genesys licensing model is completely different from Aspect one. Briefly - license consists of seat license (CIM) and medias/channel supported on this seat - Inbound Voice, Outbound Voice, Email, Chat etc. If you company bought only CIM + Outbound Voice than you are not allowed to use Universal Routing Server (part of CIM license) for routing of inbound calls even it is technically possible.

I would recommend you to discuss your situation with your Genesys vendor or Genesys sales rep directly especially in case they assured you blending will work.

R.

Hi Amarceau,

As far as I know it’s possible to configure Genesys only to place predictive call and than rely on Avaya to do routing to have it delivered to an agent. Maybe such solution would make blending work better that in case with separate strategy on Genesys only for outbound.

Pawel

Hello amarceau,

You need to upgrade your blended outbound agents to Genesys Outbound solution stand alone by purchasing Genesys CIM platform SS or MS or upgrade package Outbound voice to Outbound Contact Solution.

It will give you additional tserver_sdn and router for your outbound agents . You will be able to configure outbound as agents in CME and you will also receive additions router seats for these agents

Best regards,

Genesys_LM