Genesys CTI User Forum

I think this is where we are going astray

I find Genesys WDE to be a complete and utter waste of space: there is absolutely no reason for its existence IMHO. It is a poor attempt by Genesys to remain visible in front of the user in the age of Salesforce and ServiceNow. Salesforce provides an incredible OpenCTI interface, and what user really needs is just a CTI control. It is insanity to have two different workflow engines - one in Salesforce and another in Genesys. The functional overlap does not benefit anyone. Whoever told you that WDE is a good thing for a SFDC or any other CRM customer should be sent to North Korean and forced to watch Kim Jong Un exercise lift weight!

WDE causes the whole architecture to shift from cloud-based product to middleware Genesys, and this is why it should be abolished.

Forgot to mention to add the KVP at the routing strategy with key = "DC_GW_FULL" and value="[size=0px]Genesys campaign is on fire![/size]" 

One way to go about it is to actually do what we did: create a tool that merges logs from multiple servers into one.

Simple way: use dancer's shell (https://www.netfort.gr.jp/~dancer/software/dsh.html.en) and then

dsh -Mac -- tail -f /var/log/genesys8/*.log

The -a is for all machine names that you've defined in ~/.dsh/machines.list
The -c is for concurrent running of tail
The -M prepends the hostname to every line of output.

We found that scanning logs in realtime or near-relatime provides us with a plethora of information otherwise inaccessible to an average Genesys admin

Look into http://logscape.net/ - the github version is amazing.

There are several ways to do it, with setting it in SCI (Genesys Administrator) would be the easiest way; however, I am not a fan of it. The reason is that by relying on Genesys for system monitoring, I am fragmenting my system monitoring infrastructure: network, servers, DBs, clients, OS, clouds are all monitored by one sysmon and Genesys by another? To me this makes little sense.

If you do want to save a little bit of money and time on Genesys, then look at Message Server logs: it tells you quite  a lot. I found it much easier to just run the grep on the log files and execute a script from it.

tail -f /path/to/serverLog | awk '/Genesys campaign is on fire!/ { system("shutdown -h now") }
                                  /new Campaign started/ { system("echo New Campaign Started" | mail admin")'

I am a bit more fan of this because I found it cheaper to migrate non-essential functions of Genesys to third-party.

If you have a sysmon software (as any call center should), you can just track MIB.

Cav,

endpoint should cover this part of the trick.

Without WDE how would you control agent status? Ready, Not Ready...in old legacy pbx this was made via prefixes (dtmf) but on sip server this wouldn't work

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