When migrating your IVR scripts from Interaction Attendant to Genesys Cloud Architect, pay special attention to your outbound dialing logic.
In PureConnect, you could easily intertwine inbound routing logic with outbound dialer handlers in the same Attendant profile. In GC, the Outbound Campaigns and the Inbound Call Flows are distinctly separated. If your legacy scripts try to manipulate DNC lists or compliance windows dynamically mid-call, you will likely need to offload that logic to an external API script.
From an accessibility perspective, please verify your Text-to-Speech (TTS) engines during the migration.
The built-in TTS voices in Genesys Cloud (Amazon Polly, Google TTS) sound vastly different from the legacy Nuance or Windows SAPI voices you likely used in PureConnect. Ensure the pacing and pronunciation meet your WCAG accessibility standards, particularly for visually impaired users who rely heavily on clear IVR navigation.
To piggyback on the TTS comment: if you are using BYOC Premises Edges and you switch to cloud-based TTS engines in Architect, monitor your edge resources.
The Edge appliance has to establish a secure connection to the cloud TTS provider for every single dynamically generated prompt. If you have 500 concurrent callers hitting a TTS-heavy Architect flow, you can exhaust the local DSP and network resources much faster than you did with local Attendant scripts.
This IVR migration will absolutely skew your historical forecasting models.
If Architect handles menus slightly faster (or slower) than Interaction Attendant, your IVR containment time will change. A shift of just 5 seconds in average handle time across 50,000 calls will completely destroy your Erlang-C staffing models for the next quarter. Baseline your new Architect flows immediately after cutover.
What is the strategic timeline for achieving feature parity between Attendant and Architect in our environment?
I need to understand the risk profile. If there are legacy handlers that cannot be replicated natively in Architect without custom development, I need my technical directors to outline the exact cost and timeline to build those workarounds before we commit to the migration date.
I am so overwhelmed by this platform. We only have 20 agents and I just inherited this system.
Does Architect completely replace the old Interaction Attendant UI? I used to just drag a box to make a schedule, but now it looks like I have to create ‘Data Actions’ and ‘Evaluation blocks’ just to play a closed message. How do I set up a simple open/close schedule without needing a degree in programming?
Don’t forget about your physical media files during this migration.
In Interaction Attendant, all your .wav prompts were stored locally on the IC server or a network share. For GC Architect, you must explicitly upload every single prompt into the Genesys Cloud Prompts library. If you are using a BYOC Premises Edge appliance, the Edge will sync and cache those prompts locally, but the source of truth moves to the AWS cloud.