Migrating Legacy PureConnect Attendant Profiles to Genesys Cloud Architect

How-To-Articles
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Migrating Legacy PureConnect Attendant Profiles to Genesys Cloud Architect

Executive Summary & Architectural Context

Migrating from the legacy, server-based PureConnect (CIC) platform to cloud-native Genesys Cloud is a fundamental paradigm shift. In PureConnect, call routing is governed by Interaction Attendant-a tree-based, stateful routing engine heavily reliant on Custom Handlers (C++ constructs), registry keys, and local DB lookups.

Genesys Cloud Architect is a stateless, event-driven, cloud-native execution engine. Attempting a 1:1 “lift and shift” of a PureConnect Attendant profile directly into Genesys Cloud Architect will result in bloated, unmanageable flows and massive technical debt.

This masterclass details the engineering blueprint for translating legacy PureConnect Attendant constructs (Custom Handlers, Schedules, and Queue fallbacks) into modern Genesys Cloud Architect paradigms.

Prerequisites, Roles & Licensing

  • Roles & Permissions: Architect > Flow > Edit
  • Platform Dependencies:
    • Access to the legacy PureConnect Interaction Administrator and Attendant UIs for documentation extraction.

The Implementation Deep-Dive

1. Translating “Custom Handlers” to “Data Actions”

In PureConnect, if you needed to check an external database for VIP status, you built a Custom Handler in Interaction Designer, compiled it, and executed it via an Attendant Run Custom Handler node.

  • The Genesys Cloud Paradigm: Architect cannot run compiled code. You must abstract that database logic into a REST API middleware layer (e.g., AWS Lambda) and invoke it using a Call Data Action node.
  • Migration Strategy: Inventory all Run Custom Handler nodes in Attendant. Group them by function. Write serverless middleware to replicate the DB lookups, and expose them as REST endpoints for Architect Data Actions.

2. Translating “Schedules” to “Schedule Groups”

PureConnect Attendant relies on a strict top-down tree for scheduling (e.g., if Node A is “Holiday”, route here; else, fall through to Node B “Weekend”).

  • The Genesys Cloud Paradigm: Architect uses Schedule Groups, which evaluate all temporal conditions simultaneously based on priority layers.
  • Migration Strategy: Do not use Decision nodes in Architect to check “Is it a holiday?” followed by “Is it the weekend?”. Instead, use a single Evaluate Schedule Group node. Define the Holiday schedule as Priority 1, and the Standard Hours as Priority 2 within the Admin UI. Architect will automatically route down the correct path.

3. Translating “Sub-Menus” to “Reusable Tasks”

PureConnect Attendant profiles often have deeply nested sub-menus mapped to specific digit presses.

  • The Genesys Cloud Paradigm: Architect uses Tasks. A Task is an isolated block of logic within a flow.
  • Migration Strategy: Do not cram all menu options into the Starting Task. Use a main Menu node, and map digit ‘1’ to a Jump to Task action targeting Task_Sales. This flattens the visual UI of the flow and prevents spaghetti routing.

Validation, Edge Cases & Troubleshooting

Edge Case 1: PureConnect “In-Queue” Logic

In PureConnect, you can write highly complex Attendant profiles that execute while the caller is waiting in queue (e.g., checking queue depth every 30 seconds and offering callbacks dynamically).

  • Troubleshooting: Genesys Cloud separates “Inbound Flows” from “In-Queue Flows”. You cannot build queue-waiting logic in the main Inbound Flow.
  • Solution: You must migrate the initial routing to an Inbound Call Flow, transfer the caller to the ACD, and then build the wait-loop logic inside a dedicated In-Queue Flow attached to that specific routing queue.

Edge Case 2: Direct-to-Agent Routing

PureConnect relied heavily on User Queues for direct extension dialing.

  • Solution: Genesys Cloud handles this seamlessly via the Transfer to User node in Architect. However, you must map the PureConnect extensions to Genesys Cloud DID extensions during the user migration phase.

Official References