How to enable Audit log feature in Genesys?

I have been asked many ‘how to’ questions by junior team members and thought that I will share it with everyone here..

You can enable ‘Audit logs’ in just three steps

• Configure ‘Configuration Server’ to be managed by Management Framework. For assistance on configuring configuration server, please refer to post ‘Configure Configuration Server in CME’
• Enable network logging for trace level for ‘Configuration Server’ and ‘SCS’.
• As always for network logging, add connection to ‘Message Server’ from Configuration Server and SCS

I will be posting other tips and tricks shortly. If you have any tips to share or would like to know about tips on any components, let me know

Configure Configuration Server in CME

The Configuration Server Application object is preconfigured in the Configuration Database. You need to make the below changes in the Configuration
Server Application in CME for Management Layer to control Configuration Server:

1. Open Configuration Manager aka CME
2. Create a ‘Host’ object for the computer on which Configuration Server runs
3. Open the Properties dialog box of the ‘Configuration Server’ Application (named ‘confserv’)
4. Click the ‘Server Info’ tab
5. Click Browse to select the Host that you created in Step 2
6. On the ‘Start Info’ tab, define the ‘Working Directory’ and ‘Command Line’ properties for the primary Configuration Server
7. Click OK to save the changes.

Genesys Certification – Consultant Inbound Voice

I am glad to inform you that I cleared Genesys certification with 90% :-). It was one of the tough exams which I faced so far.

One need to have good understanding of Genesys Framework & Architecture and functions of each components. Most importantly, if you have at-least one implementation experience, you can easily clear the certification.

All the best and Cheers :-)

Configure SCS to use SMTP for sending emails

In last week, I received nearly 10 queries from users to configure SCS to use SMTP to send emails. It is very simple and straight-forward configuration and requires restart of SCS

Open or Create  'mailer' section in SCS and configure the following values

• smtp_host: host name of the SMTP Server


• smpt_port: port number of the SMTP Server


• smtp_from: From email address

Any changes to smtp_host and smtp_port requires SCS restart for changes to take effect.  Changes to smtp_from effects immediately and no restart required.

How to find DBID of Applications in Genesys?

In Genesys, you need to know DBID of applications to configure alarms/blocking logs from Message Server.  Ever wondered to find out DBID of the application... Here is the trick...

Open configuration manager (CME) from command prompt, using the -d command line parameter. For example, "D:\GCTI\SCE.exe -d".. That's it :-)

Now you will find the application DBID in the Application Properties Dialog box.

If you want to view the DBID by default, right click the CME shortcut and add "-d' in target text box.

How to open the second interaction automatically?

An interesting problem & solution again..

In Genesys Outbound Dialer solution, if the agent is doing post call work in GAD and receives new outbound interaction, they are not getting any screen POP. Agent has to manually click the phone button to get the customer details.. Very annoying..isn’t it?

After reading lot of documents and trying to modify JSP files, I found that the solution is available already and is available in Genesys 7.5 Release notes.

From Genesys GAD 7.5 release notes

A new auto-open configuration option has been added to the appropriate section of every supported media type (voice, e-mail, chat, and open-media). The default values are false. If the option is set to true, a ringing interaction is opened automatically (without the agent clicking on the batch icon). This enables the agent to preview the interaction before deciding to accept it (Note: all action buttons will be unavailable). The agent must click the ringing batch icon to accept the interaction (ER# 80592)

Infinite looping of interactions

Problem: In this scenario, chat requests are routed to agents perfectly fine. IRD trace view also confirms the same. But when the chat interaction is complete and ended, the same interaction pops up on agent's screen. You may have to do all that is possible to stop it from coming again. But even after the "mark done" button in agent's desktop is clicked and the customer page has the chat interaction properly ended, the flashing new interaction continues. A peculiar fact about the interaction is that as soon as the chat request is answered, it shows the "calling party: Left session".

The same applies to e-mail interactions also. Emails may get routed literally infinite number of times.



Solution: Well, if you encounter this problem, it can be fixed by modifying the routing strategy. Open the routing strategy and wherever there is a "stop" block, insert a "stop interacton" block with settings: Check Notify and Delete. Select option 3rd party server and in Apllication type choose the chat server or email server depending on the type of interaction.