Lakshmikanth Balasundaram

Cloud Computing - IaaS, PaaS and SaaS

This article is second part of three part series of cloud computing. In this series, I will cover the following topics What is cloud computing?Types of cloud computing?Different types of cloud service models (IaaS, PaaS and SaaS) - this post Source: AzureIaaS,

Cloud

Cloud Computing

Cloud computing is the on-demand delivery of computing resources

General

Founded ContactWise

In the last 2 weeks, I migrated my blog from self hosted wordpress to managed Ghost blogging platform. Looking back at the blog, it is nearly 4 years since my last post and humbled to see subscribers list grow by 100% every year. Wow.

Genesys

Genesys Interaction Workspace - Enable debug log

How to enable logging in interaction workspace? In Genesys interaction workspace, logging is disabled by default for security purpose. You can enable logging by setting option ‘security.enable-debug-information’ to ‘true’ How to access interaction workspace logs? To access log folder,

Genesys

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

How to

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

Alerts

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

Genesys

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.

How to

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

Automation

Automaton - IT Process Automation

What is Automaton? Automaton is simple, light-weight application to automate IT processes. Using this application, you can automate many processes – Directory & File Operations, Database, Genesys Health Check, Genesys Campaign Management, Genesys List Management, FTP, FTPS, SFTP, Email & SMS notifications and many

Automation

Automaton - IT Process Automation

What is Automaton? Automaton is simple, light-weight application to automate IT processes. Using this application, you can automate many processes – Directory & File Operations, Database, Genesys Health Check, Genesys Campaign Management, Genesys List Management, FTP, FTPS, SFTP, Email & SMS notifications and many

Genesys

Genesys : How EWT - Estimate Wait Time is calculated?

As we all know, agent can handle calls from multiple queues in Genesys and is tricky to find EWT (Estimate Wait Time) for call during routing. I find that Genesys algorithm to be smart and most appropriate. How it is calculated? Please find the

CCPulse

Genesys CCPulse - Display UserData using Custom Stat and Filters

Previously, I wrote post about displaying user data in CCPulse using custom solution and user ‘Moshe Lezerovitz‘ enquired about displaying user data using CCPulse application only. I found two options to display user data in CCPulse Option 1: Display User Data using

Abandoned

Genesys CCPulse : How to display abandoned calls for Agent Group?

In our application, we want to find out how calls are reported and handled if the calls are abandoned at agent i.e.) customer disconnects call while it is ringing at agent station. It is not available at ‘out of box’ definitions

Abandoned

Genesys CCPulse : How to display abandoned calls for Agent Group?

In our application, we want to find out how calls are reported and handled if the calls are abandoned at agent i.e.) customer disconnects call while it is ringing at agent station. It is not available at ‘out of box’ definitions

Tips

VMware Workstation shows network cable unplugged

Yesterday, I updated Windows 10 and came across ‘VMware workstation and Hyper-V are not compatible’ issue. I had this issue previously and fixed it (Read: http://www.lakshmikanth.com/vmware-workstation-and-hyper-v-are-not-compatible/ for details). Second issue is that all of my virtual machines were

bootcamp

How to disable trackpad on bootcamp?

Recently, I installed windows 10 using bootcamp on Mac pro and want to disable trackpad. In this post, I will explain two possible solutions for this. Solution 1 – Disable Trackpad Hardware Click Start -> Settings and Search for Device Manager Expand ‘

Compatability

VMware Workstation and Hyper-V are not compatible

After I upgraded my workstation to Windows 10, I am no longer able to power on guest OS on VMware operating system and received error as below ‘VMware Workstation and Hyper-V are not compatible. Remove the Hyper-V role from the system before running

Enable external request on IIS Express

I was working on Asp.net MVC application and had to test it from another machine. By default, IIS Express doesn’t allow remote connections and you will get an error ‘Bad Request – Invalid Host Name’ .In this post, I

Capacity Rule

Configure agent to handle multiple interactions - Capacity Rule

Capacity Rule – What it is? If you have worked in Genesys multimedia environment, you know about this already. For others, Capacity rule defines work load capability for agents. For example, you can configure agent to handle 2 emails and 1 voice. Where is

GAX

Genesys Administrator Extension (GAX) - Change Date Format

In past few week, I received multiple requests to change date format in Genesys Administrator Extension (GAX). What is GAX? Genesys Administrator Extension (GAX) is an application that provides admin capabilities in an easy to use format and support plug-in resources like Pulse reporting

CCPulse

CCPulse - Contrasting Color Functionality

CCPulse – Contrasting Color One of our blog subscriber Ted Lizotte asked this question We have a window that used to look like this: And since our CCPulse upgrade to 8.1.000.19 looks like this: Simply making the background Action Black solved

Genesys

Handling the leap second

Leap Second – What is it? From wiki A leap second is a one-second adjustment that is occasionally applied to Coordinated Universal Time (UTC) in order to keep its time of day close to the mean solar time, or UT1. Without such a correction,

CCA

Genesys CCPulse - TotalTime vs TotalAdjustedTime

Have you ever seen 15 minute interval report in CCPulse or Datamart contains more than 900 seconds like below ? In this case above, T_WAIT value is 937 seconds for 15 minute interval report, which is only 900 seconds. Strange isn’t it?

Architecture

Design Patterns - External Configuration Store Pattern

In my previous post, I discussed about ‘Runtime Reconfiguration Pattern’ and how it can be applied in Genesys environment.It is easy to implement ‘Runtime Reconfiguration Pattern’ in Genesys and realize benefits for server applications. For client applications, I recommend

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