We are running PureConnect and GC in parallel during a 3-month cutover. Presence synchronization is the biggest challenge.
When an agent takes a call in IC, their GC status doesn’t update. GC tries to route a second call to them, creating double-delivery.
Build a presence bridge using ICWS real-time events and the GC Presence API.
Monitor ICWS for status changes. When an agent goes ‘On Call’ in IC, immediately set their GC presence to ‘Busy’. The bridge must run with sub-second latency to prevent double-delivery during the synchronization window.
def on_ic_status_change(event):
gc_user = ic_to_gc_map.get(event.user_id)
if not gc_user: return
gc_status = {'On Call': busy_id, 'Available': available_id,
'Away': away_id}.get(event.status)
if gc_status:
api.patch_user_presence(gc_user, 'PURECLOUD',
{'presenceDefinition': {'id': gc_status}})
From an executive perspective, the 3-month parallel run costs $180K in dual licensing. Negotiate a migration bridge discount with Genesys - most reps offer 90-day concurrent-to-named license overlap pricing.