How do we peg a VQ without going through a target?

Select VQ in target block with timeout of 0 and a dummy place selected for routing.

Will get a peg on the VQ and the call will go out of the red port.

What is the best means to report on Voice Mails?

Regarding our conversation on monitoring and tracking your environment for voice mail calls, the most common approach is to place a virtual queue in front of VM target in strategy. When the interaction passes through the virtual queue to the VM DN, the event which takes place is EventDiverted. EventDiverted occurs immediately prior to the Target establishing on an interaction. Placing a VQ on the Target will then will permit you to identify how many calls hit that particular target- be it an Agent Group, Place Group, or Voice Mail DN.

You can track this real time, and create a historical view of same, in CCPulse (6.5+). Simply create a template which tracks on the "Virtual Queue" object under the Switch folder. Your template will likely track on "TotalNumber", say CallsEntered (for the Virtual Queue). Ensure when you create the template that in the "Pre-defined Statistics" dialog, where you move the "Available Statistics" over to the "Requested Statistics" column, once you move "CallsEntered" over, you double click it to expose its definition. There you will see 2 tabs, "Properties" and "Historical Association". As per our conversation, you mentioned you would like this to be both real-time and historical, so in this definition make sure to make an association with a statistic (likely N_ENTERED). Later, this will enable you to apply this template for real-time OR historical use (otherwise, CCPulse won't allow you to track it HISTORICALLY).

Once the template is created, in the left hand panel of CCPulse, right click the appropriate VQ you want to track and then "Create Real-Time View" or "Create Historical View".

"Create Real-Time View"

This permits you to view the number of calls passing through this particular VQ real-time throughout a business day. This would enable your users to view how many calls were being directed to voicemail at any given point in the day.

"Create Historical View"

This permits you to view the number of calls passing through this particular VQ on a historical basis (Daily/Weekly/Monthly). For example, you can specify you want to track how many interactions went to voicemail for the last 7 days, or the last month (as examples). You can tweak this to your business requirements.

Note: I don’t know the source of this info. It was in my archive and posted here for reference :-)

How to enable longer call recordings in GVP ?

To enable longer call recordings in GVP, you need to change the configuration value in GVP and procedure is as follows:

1. Open IIS.
2. Right-click the server, and then select Properties.
3. Select the Enable Direct Metabase Edit check box, and then click OK.
4. Open the MetaBase.xml file, which is located in “C:\WINNT\System32\Inetsrv”
5. Locate the line AspMaxRequestEntityAllowed, and change it to 524288000.

Please note that the above steps was tested in IIS 6.0 version and above

Hyperion Installation issues with SQL Server 2005

During my current implementation, I faced issues in installing Hyperion with SQL Server 2005. Finally, figured out solution to install Hyperion with SQL Server 2005

In order to install Hyperion Repository on SQL Server 2005 Hyperion 8.5. (SP3) installer should be used as it contains updated MS SQL JDBC drivers which function correctly with SQL Server 2005. The Hyperion Performance Suite 8.5 SP1 and up does support SQL Server 2005 just the installer does not. There are several workarounds available such as installing Hyperion Repository on SQL Server 2000 then following the procedure migrating it to SQL Server 2005, or to use Hyperion Installer 8.5 SP1 and above with updated JDBC driver in override directory.

To install HpSu SP3 on SQL Server 2005 repository given the latest Genesys CD availability you needs to use the HpSu 8.5 SP3 installer.

Please use 'Full Hyperion INTELLIGENCE SERVER 8.5.0.3' for installation

How to access Java applications using Windows?

You can’t control Java applications directly using windows. However, you can use JAB (Java Accessibility Bridge) provided by Sun Microsystems to inspect Java application.

You can download tools from Sun Website. Click the link below

http://java.sun.com/javase/technologies/accessibility/docs/jaccess-1.2/doc/examples.html

Thin client is buzz word and often, major players use Java applet to achieve the same. If you still want your softphone to be installed locally and integrate with customer applications, I prefer to do this in this way.

If you have any other solutions, please feel free to let us know.

Is GAD Supports Internet Explorer 7 (IE7)?

Typical question from customer for any Genesys upgrade. From release 7.6.001.11, GAD Supports Internet Explorer 7.

• Microsoft Internet Explorer 7 is now supported. (ER#s 138027636, 149666751)

Source: GAD 7.6 Release note from Genesys

How to determine which version of SQL Server 2005 is running

Whenever I raise SR with Genesys, they request for DB Version (exact version) to troubleshoot the problem. Here, I listed one easy way to find SQL Server 2005 version :-)

To determine which version of Microsoft SQL Server 2005 is running, connect to SQL Server 2005 by using SQL Server Management Studio, and then run the following Transact-SQL statement.

SELECT  SERVERPROPERTY('productversion'), SERVERPROPERTY ('productlevel'), SERVERPROPERTY ('edition')

The following results are returned:

• The product version (for example, 9.00.1399.06)
• The product level (for example, RTM)
• The edition (for example, Enterprise Edition)

Reference: http://support.microsoft.com/kb/321185