Looking up quirks in historical reporting

[AdriaanB]

Looking through 1 hour of Genesys TServer phone records took me about a day in Kazimir.
Normally I don't have so much time to spend on one system but this was urgent.
There were redirect errors which gave weird results (entered >> distributed + abandoned + ...)

Do you guys use phone system reporting systems for this kind of work?
Like Phonex for Cisco phone system?

Do you have alarm conditions on "EventError" events?

[Kubig]

For these purposes are there reporting solutions  (CCA or more detailed GIM). If anyone want to have other output from Genesys "data", can use custom app or any professional "paid" application and make some interface between them. From my point of view, as a customer support for Genesys platform, it is not necessarry and debug logs + linux shell is enough :-)I mean the similiar apps like Phonex is just for business people- just my opinion

[AdriaanB]

We have such a paying reporting application which uses Genesys API/SDK to extract data.
The result is the same as CCPulse historical reports.
When there are errors (in URS or TServer logs), these calls are just cleared or released without passing any queues.
So when these CCPulse or other reporting results are not trustworthy, I don't have any other solution then to dive into the logs or use the phone system reporting system.

So you scripted a monitor task in Linux to filter out "EventError"?
That's interesting.
I might do the same in Powershell.

I'm only saying, if it is easier to use the phone system reporting, then I would use that.

[Kubig]

Do not see any reason for "populating" EventError from application - not each occurrence of this error means lost of call or something like that. I cannot imagine, that I would do analyse of each occurrence of EventError during daily traffic - only in case when this operation will be my full-time job.

[AdriaanB]

We have a lot phone problems with Genesys. Sometimes it is a CUCM config problem. Sometimes the user does 'something' wrong with their phone and needs to reboot its machine to get things working again.
A lot of agents are coming and going so this will stay a problem I fear.
I could restart the all Genesys services every night but that would also require a restart of part of the phone system, which gets a big No here from the network admins.
Even that wouldn't cure all problems so I'll put on some monitorring and learn which are the serious errors.
Thanks for that info!

[Kubig]

Why the problems related to Genesys were not solved? Genesys is top call center software and I can say that all similiar problems are almost related to the bad configuration,deployment,architecture, network or HW platform. Very few problems are caused by Genesys itself. Moreover, in deployment where the CUCM is used, the Genesys is not responsible for telephony operation, because is not a switch/PBX - in generally speaking. Second thing is, how working agents with the system - if their using is effective - but this question/topic is not related to the Genesys directly, but for agent training and business needs and leadership.

[AdriaanB]

All our Genesys problems could be summed up as CUCM config or phone problems.
We don't have a lot of internal Cisco knowledge and the support firm isn't on top of things when it comes to Cisco.
Our Cisco system will get an SW/HW upgrade soon. I hope this will fix things.

[Kubig]

In this case will be better to "catch" possible errors on Cisco level - maybe the upgrade solve the problems. I am not Cisco "man" and cannot provide you with some real-life hints or experience.

If you'll have any problem with Genesys or with platform as a whole, feel free to open a new topic.