Avaya-to-Genesys Cloud Reference Guide

Audience: Telecom engineers and administrators migrating from Avaya (Aura, CM, Elite) or Aspect environments
 Purpose: Concept translation, mental model alignment, and key architectural differences 
 
 Concept Translation Table 
 
 
 
 Avaya / Aspect Concept 
 Genesys Cloud Equivalent 
 Key Difference 
 
 
 
 
 VDN / Vector 
 Architect Flow 
 Architect is drag-and-drop, visual, and integrates real-time Data Actions (API calls) far more easily than Vectors. No proprietary scripting language required. 
 
 
 Hunt Group / Skill Group 
 Queue 
 Genesys Queues handle all routing logic. ACD Skills are assigned to agents (users) to determine eligibility, not to the queue directly. 
 
 
 BCMS / CMS / IQ 
 Performance Views 
 Reporting is real-time, browser-based, and built-in. No separate thick-client reporting software, no ODBC connectors, no CMS server. 
 
 
 Stations (96xx / 16xx / J-series) 
 WebRTC / SIP Phone 
 Genesys primarily uses WebRTC — the browser IS the phone. Physical SIP desk phones are supported but optional. No station administration required for WebRTC agents. 
 
 
 SBC (Session Border Controller) 
 Edge / BYOC 
 Genesys Edges perform many SBC-like functions natively. You can still use your existing Oracle, AudioCodes, or Ribbon SBC via BYOC Cloud or BYOC Premises. 
 
 
 Class of Restriction (COR) 
 Roles + Divisions 
 COR-style access control is handled through RBAC (Roles & Permissions) scoped by Divisions. More granular and auditable than COR. 
 
 
 Announcements / VAI 
 Architect Audio Prompts 
 Prompts are managed in Architect as TTS or uploaded audio files. No separate announcement board hardware. 
 
 
 ECH / UUI (User-to-User Info) 
 Data Actions / Attributes 
 Interaction attributes and data passing between flows is done via Data Actions (API calls) or flow variables — not UUI headers. 
 
 
 AES / CTI Link 
 Native API / Data Actions 
 Genesys has no separate CTI middleware layer. Screen pops, CRM integrations, and real-time data are handled directly via the Genesys Cloud API or built-in integrations. 
 
 
 Skill / Expert Agent Selection 
 ACD Skills + Routing Methods 
 Same concept — agents have skill proficiency levels (1–5). Queue routing uses Best Available, Most Idle, or Predictive routing to match. 
 
 
 VoIP Media Gateway 
 Edge (Cloud or On-Prem) 
 The Genesys Edge handles media, SIP signaling, and call recording. It can be a physical appliance, a virtual machine on AWS, or a Genesys-managed cloud Edge. 
 
 
 ARS / AAR Routing 
 Architect Flow + Trunks 
 Digit analysis and alternate routing are handled in Architect flows, not dial plan tables. Much more flexible — conditional logic, real-time data lookups. 
 
 
 Avaya Aura Conferencing 
 Genesys Cloud Collaborate 
 Internal conferencing, group chat, and video are handled natively in Genesys Cloud without a separate conferencing platform. 
 
 
 
 
 Architectural Mental Model Shift 
 From Avaya's Server-Centric Model → Genesys Cloud's API-First Model 
 Avaya Aura architecture thinking: 
 PBX (CM) → AES → CTI App → Reporting Server → Admin Client
 
 Genesys Cloud architecture thinking: 
 Everything is an API call → Browser UI → Cloud-native
 
 There is no "server room" equivalent in Genesys Cloud for most functions. Configuration, routing logic, reporting, and administration are all browser-based and API-driven. 
 
 Infrastructure Hierarchy (Telecom Engineer View) 
 
 
 
 Genesys Concept 
 Telecom Equivalent 
 Purpose 
 
 
 
 
 Location 
 Physical building / site address 
 Defines the physical address used for emergency services (ELIN/911) 
 
 
 Site 
 PBX logical partition / tenant 
 Groups Edges and Phones. Usually one Site = one Location. 
 
 
 Edge 
 Media Gateway + SBC hybrid 
 Handles audio media, SIP signaling, DTMF, and call recording 
 
 
 Trunk 
 SIP Trunk / T1/PRI circuit 
 External connection to the PSTN, SBC, or legacy PBX 
 
 
 
 Location (Address / ELIN)
 └── Site (Logical Hub)
 └── Edge (Media + SIP Engine)
 └── Trunk (PSTN / SBC / PBX connection)
 
 
 BYOC Options — For Orgs Keeping Their SBC 
 Genesys offers two BYOC (Bring Your Own Carrier) models for orgs with existing SBC infrastructure: 
 
 
 
 Model 
 What It Means 
 
 
 
 
 BYOC Cloud 
 Your SBC connects to Genesys Cloud via the internet. Genesys manages the Edge in the cloud. 
 
 
 BYOC Premises 
 Your SBC connects to a Genesys Edge device on your premises. More control, more hardware. 
 
 
 
 Compatible SBCs include Oracle (ACME Packet), AudioCodes, Ribbon (formerly GENBAND/SONUS), and others. 
 
 Routing Logic Translation 
 Avaya Vector → Genesys Architect Flow 
 
 
 
 Vector Step 
 Architect Equivalent 
 
 
 
 
 goto step if... 
 Logical / Decision action 
 
 
 queue to skill 
 Transfer to ACD → Queue 
 
 
 busy / disconnect 
 Disconnect action 
 
 
 collect digits 
 Collect Input action 
 
 
 announcement 
 Play Audio action 
 
 
 goto vector 
 Call Flow action (invoke sub-flow) 
 
 
 adjunct routing 
 Data Action (API call to external system) 
 
 
 
 Key Architect Advantage Over Vectors 
 
 Visual drag-and-drop — no scripting syntax to memorize 
 Real-time API calls (Data Actions) built-in — no AES/CTI middleware needed 
 Version control with Check In/Check Out 
 Debug mode with call simulation 
 Execution History for post-call flow tracing 
 
 
 Agent Experience Translation 
 
 
 
 Avaya Agent Concept 
 Genesys Cloud Equivalent 
 
 
 
 
 Agent logged into a station 
 Agent logged into browser (WebRTC) or registered SIP phone 
 
 
 After Call Work (ACW) 
 After Call Work — configurable per queue (optional, mandatory, timeout) 
 
 
 Available / Busy / AUX 
 On Queue / Busy / Away / Break / etc. (admin-configurable statuses) 
 
 
 Skill assignment via CMS 
 ACD Skills assigned via Admin → People → ACD Skills tab (proficiency 1–5) 
 
 
 Supervisor monitoring (silent) 
 Supervisor joins interaction as silent monitor via Performance Views 
 
 
 
 
 Licensing Model Translation 
 
 
 
 Avaya Model 
 Genesys Cloud Equivalent 
 
 
 
 
 Port-based licensing 
 User-based licensing (per named user, per month) 
 
 
 Separate reporting license 
 Included in CX license tiers 
 
 
 Separate WFM license 
 WEM Add-on licenses (CX1 WEM Add-on I/II, or CX2/3 bundled) 
 
 
 One-time capex 
 SaaS subscription (OpEx model) 
 
 
 
 
 Study Scenario 
 Scenario: A new manager joins the Monterrey Support team. They need to: 
 
 Listen to their team's calls for coaching 
 NOT be able to see calls from the U.S. Sales team 
 Be able to create new agent screen pop scripts for their team 
 
 Genesys Solution: 
 
 Assign the Supervisor role (+ User role) — enables silent monitoring and performance views 
 Scope their role to the Monterrey Support Division only — blocks visibility into the U.S. Sales division 
 Assign Script Designer permissions or the appropriate Quality/Admin role for script creation — scoped to their division 
 
 This mirrors a COR + skill group restriction in Avaya, but is implemented through Roles + Divisions in Genesys. 
 
 See Also 
 
 Architectural Build Order — the recommended sequence for building a Genesys Cloud environment 
 Telephony & Trunk Management — BYOC Cloud and BYOC Premises configuration 
 Architect Overview — Architect flow building vs. Vector scripting 
 Roles & Permissions — RBAC model replacing COR-style access 
 Divisions & Access Control — scoping access by business unit