CME auditing capabilities???

[eugene]

Hey guys, is there any mechanism within genesys to do auditing of changes to CME?  I'm not referring to skill changes of agents, addition/deletion of persons, extension etc.  I'm already producing a report for that.  I was looking for a mechanism to be able to produce a report that would show when changes are made to application options so something like:

10/10/2008 12:58:00 | Eugene | Modified | TServer_Primary | Verbose option from 'all' to 'standard'

Thanks,
Eugene

[barleycorn]

You could try taking a look at the History of Change Adapter (HCA) tables in CME.  This is an option you can turn on within config server. This will give you the timestamp for when an object was modified and the previous and new value.  To be honest, I've not played with these tables a great deal and have no idea how good a report you can get from them, but it would be a start. The other option woudl be to write a Platform Config SDK application that sits there as a listener and writes object changes to a format that would be easirer to cope with.

[eugene]

hey barleycorn, the hca tables you're alluding to only helps to find out when actual objects were modified ie, addition of agents, extensions, virtual queue etc.

[barleycorn]

Ah, right. Oh well - unless there's some other way, I'd consider the listener app using Platform SDK or GIS.......

[S]

there a product called TGCM from a company called Touch Pointe who provides web interface for audit reports... they connect via config sdk -
hope this helps
S

[manas Mohanty]

Hi ,

Would anyone have more details on these HCA tables and how to turn on the config server option to get this data and what to query to get this data ? I just needed some basic info to get started on this. Currently i pull out daily CME audit  from log DB but it does not have "old value" and "new value/modified value"  data that my client is interested in .  I understand building an SDK app may be perhaps the long term solution but if i can get this on a short term from config DB that would be of great help.

Thanks
Manas

[barleycorn]

This information is specified in the Framework Deployment Guide for your version of configuration server. For instance in the 7.6 guide it's on page 92. You can check whether or not it's already turned on in the configuration file or in CME for confserv.

[tony]

I think there is also a version of this type of thingy wotsit (<technical term), called "Spotlight", available from The Black Chair, in the UK;

http://www.theblackchair.com

[AdamC]

hmmm....auditing CME is certainly what we we want ....... but is is there any other apps out there in the market as there doesnt seem to be much positive comments on spotlight.....and BC

[tony]

Not that I am aware of - and I have been looking for quite some time... 

Tony

[René]

Hi,

There is a feature built-in within Genesys Framework called "audit trail" that provides some audit information/traces. Unfortunately, it doesn't provide any details about the changes - only information that options/skillevels etc. have been modified.

This feature is based on messages generated by Configuration Server that are passed to Message Server and stored in LOG database. Records can be viewed using SCI.

R.

[Prakash]

Hey there all, interesting thread.....felt obliged to comment as Tony was upset :-)

Ok here goes, we did look at Spotlight for our own internal use but then were told by an ex-colleague who had worked for a UK mobile operator at the time that the product was thrown out.  The 'application' was being actually developing onsite and this didn't go down too well. 

Don't know the situation now but they do need to spend a fair amount of time rolling it out so I reckon it's still not an out-of-the-box product offering.

We also needed tools to sync multiple environment and used the other tools that came with Audit Trail to make that work.

Anyway, we finally went with Audit Trail from a company called Eemaan.  They're mostly ex-Genesys people and our install was done in just under a week.

Rene as you correctly point Genesys auditing is limited, but this app provides the 'who dunnit', 'when', 'where' and the new and old values and even changes made to object options\annex are audited.

Tony your search may very well be over :-)

Hope this helps, TC
Praks

[tony]

V v interesting - ty for the info - I'll take a look...

Tony

[GenUser]

have a look at http://www.auditgen.com/ and more specifically  http://www.auditgen.com/en/configuration-audit-trail
if you want an audit solution that really rocks.
Trust your own findings: check if other tools do also track permissions, application account changes, multiple simultaneous changes, Switch access codes or Timezone settings (yes this one is really tricky).

If you are after features that help you increase efficiency of your operations, like scheduling list option changes, or scheduling agent skill changes based on custom schedules or business metrics, you'll find out the details under www.auditgen.com
If you have any questions, please feel free to contact us under support@auditgen.com

[Steve]

What's with dragging all these old posts out again?

GenUser if you want to sell auditgen, why not start a new thread? You can then extol its virtues to your hearts content.