Hi, Jim,
thank you for answering my post.
We are trying to put OCS at one of our clients using Siebel, and we were told that we need to use GPlus for Siebel 7. I have read documentation, and it talks about different components all doing different jobs, like Outbound Server Componenet, Configuration Component and so on.
I am a simple guy raised on bread, waiter and CME. Obviously, client is asking us to implement all the Genesys via Gplus. So, I checked that:
we can create agents in Siebel via GPlus
we can create agent groups in Siebel via GPlus
we can create campaign in Siebel Campaign via Gplus
we can assign calling lists to campaigns
can we assign agent group and/or place group to campaign via Siebel too?
can we assign routing point and virtual queues to agent group/place group via GPlus?
in other words, when should we be using Gplus, and when will we need to use Configuration Manager? What have you found so far?
Also, I am a little bit fuzzy about synchronization between CME and Siebel, Siebel and OCS.
For example, I know that I can export things INTO CME... I assume that I can also import things FROM CME. But is it done automatically, or do I have to manually call some function?
Can I add calling lists to campaigns via GPlus while campaigns are already running?
We are doing prototyping right now without Siebel (it will not be here for another 3 weeks), so I have to rely on the manuals, and what Genesys PS says. Unfortunately, Genesys PS is dancing around way too much, because chances are they will be asked only to do the actual implementation and not be part of discovery and design and so, they are not too eager about sharing their knowhow for free. (Since they charge about ten times what we charge, it is simply not feasible to have them to be part of the team even though I really would like to work with them ).
So, we are running tests after tests, trying to figure out what is working and how. It would be great to establish some contacts with other companies that are doing it...
How are you setting up your environment?
So,