How to - Lakshmikanth Balasundaram

Lakshmikanth Balasundaram

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A collection of 13 posts

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, follow the steps below * From the menu bar,

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

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)

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 [https://www.dropbox.com/sh/gh42x5vxaq0owdx/

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 details below (from Stat Server

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 ‘Human Interface Devices’ and select Apple SPI Trackpad

Genesys Workspace Desktop - Custom Screen Pop

In Jan 2015, I attended Genesys Customer Experience demo center in Frimley, UK and was really impressed with new setup & product capabilities especially Conversation Manager. It was best demonstration from Genesys by some distance and recommend you to request or attend demo from your account Manager. Apart from Converstation Manager

Genesys CCPulse - How to show when agent logged in?

Few months ago, I wrote an post about Genesys CCPulse powerful feature (Read here [https://www.lakshmikanth.com/most-powerful-and-less-popular-feature-in-ccpulse/]) and explained how JScript language can be used to show various other details within CCPulse. Last week, I had requirement from contact center supervisor to view agent’s login time i.

Genesys GPlus - How to configure alarm conditions for GPlus Adapter?

GPlus Adapter for Aspect eWFM supports alarm codes for major errors, so that it can be monitored on SCI or Genesys Administrator. For this feature to work correctly, alarm codes must match up with log event id defined in the alarm condition. In my environment, I configured GPlus Adapter to

Debugging VoiceXML applications using Composer

Do you know that you can debug voicexml applications using Genesys composer? Composer debugger is integrated with GVP to make test calls, trace calls and debug applications. Setup your debug session -------------------------------------------------------------------------------- First you need to setup GVP debugger and then launch configuration. Please follow the steps below to setup

Virtual Queues and Clear Target Option

In this post, we will see what clear target option is and how it impacts call routing and reporting. What is Clear target? Clear target sets whether the targets are retained after the interaction moves on through the strategy and encounters other selection objects. If ‘Clear Target’ is not selected,

Batch file to delete files older than X days

Quite often, we have an requirement to delete old log files and used powershell scripting in my previous project. With this customer, they are still with Windows 2003 and have to use batch file to achieve the same. FORFILES /p "E:\logs" /s /m *.* /d -3 /c "cmd /c if

How to generate file name with timestamp in windows batch file?

Recently, we had requirement to generate unique file name to transfer data to another DC in an encrypted format from Windows 2003 server. As a POC and to keep costs down, we decided to use windows batch file scripting to do this. We suffixed data file name with timestamp to