VQconnect™ Middleware

Call Design Synchronisation Software

VQconnect™ is a middleware product designed, built and maintained by Call Design – Designed to synchronise data between Genesys  and Aspect software. It is the only Aspect certified product for connecting to Genesys and has been sold and implemented throughout the world.

Call Design has VQconnect™ customers in Australia, New Zealand, South East Asia, South Africa, USA, Europe and South America. It's VQconnect™ customers are across multiple industries from shipping and logisitics to banking / finance and telecommunications.  It's  installed base is over many thousands of contact centre seats and one of our larger sites has 9 switches within their Genesys environment across multiple sites all with statistics being captured accurately by VQconnect™.

VQconnect™ offers full support for both the T-Lib connection and the Universal SDK libraries offered by Genesys.

VQconnect™ is continually updated to ensure that it is both forwards and backwards compatible with differing versions of Genesys and Aspect Workforce Management software.

In terms of architecture, VQconnect™ is very straight forward. The software listens to activity on all the switches as clients of T-Server and writes statistics based on this activity to its database in order to be reported on for Aspect Workforce Management. From a Genesys perspective the connections to the Genesys environment are much the same as Stat Server, this is an internal Genesys component that collates statistics based on events occurring on the switch.

Other than this, the only other interaction with the environment is to read the configuration entries in the configuration database to find out the names of all the queues and agents that are needed to look out for event messages on the switch.

Additionally, VQconnect™ allows for synchronisation between Genesys and Aspect Wrorkforce Management configurations. Using the synchronisation feature of VQconnect allows agents to be administered in the Genesys CME, and have those changes automatically reflected into Aspect Workforce Management.