Genesys URS report_targets : Why is it useful but should not use it?

In some cases, we want to understand the routing decision by URS, especially if an interaction is queued for multiple targets like agent groups. In this post, you will learn about ‘report_targets’ option, how it works and recommended way to use it in production environment.

From version 7.x onwards,  Genesys URS expose routing decision using key value pairs.  If enabled, URS will attach following informatio for each interaction

  •  Routing Rule, Target Group (Agent Group or Place Group), Skill Expression while waiting and after the call is routed to
  • Agent
  • Place
  • Tenant
  • Strategy

How to enable routing decision information?


To enable routing decision information, set report_targets value to true.

Note:  Due to high resource usage, it is not recommended to enable this functionality in production environment.

How it works?


If enabled, URS attaches high level target information (Routing Rules, Skill Expressions, Agent Groups, Place Groups) while waiting.

KeyComments
RTargetRuleRouting Rule causing interaction to wait
RTargetAgentGroupAgent Group or Skill expression for which the interaction is waiting
RTargetPlaceGroupPlace Group for which interaction is waiting

When the interaction is routed, URS attaches information about target object

KeyComments
RTargetRuleSelectedSelected Routing Rule
RTargetObjectSelectedHigh level target object. Ex: Agent Group
RTargetObjSelDBIDDBID of the selected target
RTargetTypeSelectedTarget Type
RTargetAgentSelectedAgent Login ID
RTargetPlaceSelectedPlace Name
RTenantTenant Name
RStrategyNameStrategy Name
RStrategyDBIDStrategy DBID

What if you want to use it anyway in production environment?


If you want to enable it anyway for production environment, I recommend to use ‘SetCallOption’ function and list objects configuration to enable it for particular service /interaction type.

For more information about ‘report_targets’ and ‘SetCallOption’ function, refer to Genesys URS reference manual.

How do I change my own password in Windows 2012 RDP session?

We recently migrated our servers to Windows 2012 and it doesn’t have windows security option to change your password (like in Windows 2008). In this post, I will explain two options to change password in Windows 2012 on RDP session

Option 1 : Change password in Remote Desktop Session (RDP)


  • Press CTRL + ALT + END on remote session. This is equivalent to CTRL + ALT + DEL on your local machine and you will be able to change password.

Option 2: Change password in RDP session through jump server


It is common that customer provide access to servers (For example : APPSERVER01) through jump server (Example: GATEWAYSERVER01) . In these scenarios, CTRL + ALT + END will not work as you RDP into jump server ‘GATEWAYSERVER01’ and from jump server, RDP into application server ‘APPSERVER01’. In this case, use below steps to change your password

  • Press Windows Key + R and type ‘OSK’ to bring onscreen keyboard
  • Press ‘CTRL’ + ‘ALT’ in your keyboard and using mouse,  press ‘DEL’ button on on-screen keyboard
  • It will bring ‘Change Passsword’ option

If you know about any other options, share it in your comments

 

WatchDog – Tool to monitor file changes

WatchDog is simple windows service application to monitor file changes and send email alerts in local server. Main purpose of the application is to alert Consultants & IT administrators about accidental changes in configuration files.

Installation


Pre-reqs:

  •   .NET Framework 4.5.2
  •   User with Administrator priviliges

Installation Procedure


  • Create folder “Watchdog” in your local drive ex: C:\WatchDog
  • Download and copy the following files under “Watchdog”
    • WatchDog.exe
    • WatchDog.exe.config
    • FilesToWatch.cfg
    • readme.txt
  • Open command prompt with Administrator priviliges and navigate to “WatchDog” folder
  • Type and run command WatchDog.exe install
  • On successful execution, windows service “WatchDog” installed in your computer

Download Link : https://www.dropbox.com/sh/kzbg2tbpe4oe2gh/AAAjJxwwsadxpGCe2PMpYPZaa?dl=0

To uninstall


  • Open command prompt with Administrator priviliges and navigate to “WatchDog” folder
  • Type and run command WatchDog.exe uninstall
  • On successful execution, windows service “WatchDog” is uninstalled in your computer
  • Delete “WatchDog” folder from your computer

Configuration details


File : WatchDog.exe.config

  • Service -> FlexiContact.serviceName : Windows service name. This should be unique value in the local server. Default value: FxWatchDog
  • Service -> FlexiContact.serviceDisplayName: Windows service display name. Default value: WatchDog
  • Service -> FlexiContact.serviceDescription:  Windows service description. Default value: Windows Service to monitor file changes
  • WatchDog.Properties.Settings -> smtp_host: SMTP Server IP address or host name
  • WatchDog.Properties.Settings -> smtp_port: SMTP Server port number
  • WatchDog.Properties.Settings -> smtp_userName: user name for SMTP authentication. Must be configured if “smtp_useSMTPAuthentication” set to ‘True’
  • WatchDog.Properties.Settings -> smtp_userPassword: user password for SMTP authentication. Must be configured if “smtp_useSMTPAuthentication” set to ‘True’
  • WatchDog.Properties.Settings -> smtp_fromAddress: From Address
  • WatchDog.Properties.Settings -> smtp_toAddress: To Address. Use pipe delimiter to send email to multiple address. Ex: john@doe.com|findme@johndoe.com
  • WatchDog.Properties.Settings -> smtp_enableSSL: Set to ‘True’ if SMTP Server requires SSL. Valid values: TRUE, FALSE
  • WatchDog.Properties.Settings -> smtp_useSMTPAuthentication: Set to ‘True’ if SMTP Server requires authentication. Valid values: TRUE, FALSE

For changes to take effect, you need to restart application/service

File : FilesToWatch.cfg

Configure the folder and files to monitor for configuration changes. You need to configure each file in seperate row.

For example,

  • “C:\Temp”    => Folder
  • “*.log”        => File Pattern.

In this case, email alerts will be generated for any file with *.log extension in ‘C:\Temp’ folder.

log4net.config

WatchDog application Apache log4net library for logging. Please refer to https://logging.apache.org/log4net/release/manual/configuration.html

Exporting a Genesys Routing Strategy

Export Genesys Routing Strategy as Package


  • In the Strategies List, select the name of the strategy that you want to export.
  • Select Export To File from the File menu or press CTRL+E.
  • The Export of strategy <strategy name> dialog box opens.
  • Navigate to the folder in which you want to place the strategy-moving file.

Note: If a file with the same name as the new strategy-moving file already exists in the selected folder, the existing file is overwritten.

  • From the Files of type drop-down list, select the .zcf file format
  • Click Select.
  • The Interaction Routing Designer message box opens, reporting on the completion of the export.
  • Click OK to continue.

Source: Interaction Routing Designer Help Documentation

Simple SFTP Server Tool for testing and development

Here is the simple SFTP Server for lab testing purpose. It is light-weight, simple and easy to use. Like all other tools from me, just unzip and run it in your server or desktop.

Getting Started


  • Download and unzip file from dropbox here
  • Run SFTPServer.exe
  • Press ‘Start’ button to start SFTP Server

Simple SFTPServer

Features


  • Easy to use simple SFTP Server
  • Just unzip and run
  • Requires .NET Framework 4.5.2 and runs on any windows platform
  • Supports public/private key authentication (RSA Key)

When and why should you run this application?


Mostly used for development and testing purpose. Instead of spending hours trying to setup SFTP Server and users,  you can run this application locally.