SIP Feature Server as a PBX

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Genesys Engage cloud for Administrators.

Summarizing the business drivers:

Genesys is finding increasing sales success selling PBX User licenses (always with Agent seats). I pulled the latest financial data for this “SIP Communication” PBX: Just over $1M in bookings during the last 3 years, and 50+ customers
The focus for sales and product teams is on customers who have both Contact Center Agents and Non-Agent PBX users. They should always be sold together.
Sales is asking for improved awareness and documentation for “SIP as the PBX” – based on experiences some sales teams are still shy to respond to opportunities which include PBX requirements; Deepak & others like to promote our capabilities as often they can be just enough to keep us in deals

My impression is that during the meeting we had general agreement on a 2-phase approach...

Phase 1: Document “SIP as the PBX” for improved visibility on features & configuration

Audience: SEs, AEs, customers, partners
Requested Date: Q1/Q2
Action: Product Management to provide a list of PBX features
Action: SIP Server Development & Feature Server Development to provide content on configuration of these features (linking to existing documentation when possible). Focus to be on using the Feature Server dialplan as a core part of the configuration. This action to be scoped as part of PCT activities . Other product teams may be engaged if necessary (e.g. Reporting for CDRs)
Specific Config Items: DN & User Configuration, Voicemail Configuration, Feature Configuration for non-Agent PBX users
Action: Tech Pubs to transform raw content into customer-facing format – dedicated wiki-page or document. To be tracked as part of SIP Server & Feature Server PCT activities
Action: Deepak & Guillaume to lead webinar to sales which incorporates PBX documentation

Phase 2: Update of the ACD Replacement (SIP Voice) blueprint and architecture

Action: Gordon to update the blueprint, and incorporate PBX usage. Timeframe is later in 2016 (tentative)

Umer and I are working on the feature lists.

Natalya – if you could make this an action item to track in our PCT meetings that would help move everything along.

If architecture goes second and is tentative, then I can suggest the following:

Create a dedicated page using the format we apply for new features called "Configuring non-agent user in the call center"

This section contains links to SIP Server and Feature Server DGs which explain feature configuration.

We can't push FS-based Dial Plan here because Call Center may use internal DP. We can mention it in the feature list.

- Victor Kolesov