Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: pspenning on February 26, 2008, 01:29:23 PM

Title: Genesys 7.x GIS and Symon Wallboard
Post by: pspenning on February 26, 2008, 01:29:23 PM

Good Day Everyone,
We have GIS talking to our Symon Wallboard Server but for some reason we can only get the Agents to show up in the Keys section of the Genesys Collector in the Portal Administrator.  Because of that we cannot show any other skill or queue stats on the wallboard...  Only Agent Stats.  Has anyone experienced this before?  Is there something we need to do to get a particular statistic to talk to Symon through the GIS Server?  Our Genesys Collector in Symon is looking to our Reporting Stat Server (Through GIS) for it's information

Thanks,
Perry

Title: Re: Genesys 7.x GIS and Symon Wallboard
Post by: René on February 26, 2008, 08:51:57 PM

Hi Perry,

I don't have experience with Symon solution but here are few ideas:

- Check the permissions of a user used by Symon for retrieving the objects from configuration
- Check GIS logs for errors
- Check that queue and other statistics are defined for your reporting StatServer - maybe Symon displays just objects related to existing (configured) statistics.

Hope it helps you a bit
René

Title: Re: Genesys 7.x GIS and Symon Wallboard
Post by: Michael on February 29, 2008, 06:00:26 PM

Question - Was this an upgrade from GIS 6.x? If so, Symon requires a different Collector to communicate with GIS 7.x. If this was a GIS upgrade, you would want to ensure that you have a Symon collector that will talk with the new GIS version. Symon licenses this collector as a new product requiring that you purchase it separately from any other Symon applicaitons that you may already be using.

Title: Re: Genesys 7.x GIS and Symon Wallboard
Post by: pspenning on March 07, 2008, 05:14:50 PM

Thanks for the input.  Sorry for the late reply...
As it turns out, we were using GIS 7.5 and the Genesys Collector REALLY didn't like that.  There was something different in the XML file being passed.  I dropped back to GIS 7.2 and viola!  It's been working like a charm.  However I must say that the Symon Server is not very stable in general.  More than likely it's probably the applications like Composer and SES Admin, etc. that are hosing things up.  We are running them on the server for now.  But not for much longer...

Anyway, thanks again for the input!
Perry