Genesys Engage on-premises

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  • 1.  Workbench Alarm SNMP integration

    Posted 03-04-2020 18:50
    Hi Folks,

    How are you finding the v9 Workbench tool? Has the tool been beneficial to your support capabilities?

    When Workbench receives and alarm, can you associate that alarm with a SNMP reaction, as you could do within SCI / GAX?
    I'm assuming that the application alarms can still be handled via GAX > SCS, what about callflow failure or voice quality alarms?

    Note, this question is for Workbench deployments which are not enabled with "Remote Alarm Monitoring (RAM) Service", we do not intend to send these alarms directly to Genesys Customer care.

    Regards,

    Ally



    #PlatformAdministration

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    Alexander Black

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  • 2.  RE: Workbench Alarm SNMP integration

    GENESYS
    Posted 03-05-2020 05:07
    Hi Ally,

    Today Workbench does not support SNMP integration; we've thought of adding a "Notifications" capability to future Workbench 9.x, whereby alarms/events could be transitioned out to Workbench Notification channels such as email, Kafka, slack etc.

    Our imminent Workbench roadmap features are:

    • 2Q20 - "Linux Support" (2Q20) => install WB on RHEL and CentOS
    • 1H20 - "Metrics Ingest" (CPU/RAM/DISK/NET) => visualise Host/Application Metric data
    • 1H20 - "Anomaly Detection for Metrics" => automated and predticie Anomaly Detection based on the ingested Metric data

    Here's a Workbench 9.x roadmap vision slide below, the features in the red boxes are future roadmap features:

    Workbench 9.x roadmap vision; subject to change, timescales TBD


    How are you finding Workbench 9.0? - an improvement on WB 8.5? - beneficial/useful?

    Based on the Workbench 9.x roadmap features above, what would be your priorities?

    Regards,
    Mike.

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    Mike Ponting
    Genesys - Employees
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  • 3.  RE: Workbench Alarm SNMP integration

    Posted 03-06-2020 10:00

    Hi,

    Are we going to see Workbench 9.x for Client on cloud?



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    Vincent Sabolboro
    ATB Financial
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  • 4.  RE: Workbench Alarm SNMP integration

    GENESYS
    Posted 03-06-2020 11:42
    Hi Vincent,

    We envisage Workbench being for both Premise and Cloud in the future.

    Given Genesys Cloud is more of a Genesys managed platform than Genesys PureEngage platforms, can you please elaborate on what functionality Workbench would provide for Genesys Cloud customers?

    Thanks,
    Mike.

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    Mike Ponting
    Genesys - Employees
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  • 5.  RE: Workbench Alarm SNMP integration

    Posted 03-06-2020 15:29
    Hi Mike,

    I am interesting on the Workbench Alarm monitoring. One example is agent have not been receiving WFM schedule and we open a case with support. They found a on WFM Daemon and WFM Server and needed to restart the WFM daemon service to address the issue. 

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    Vincent Sabolboro
    ATB Financial
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  • 6.  RE: Workbench Alarm SNMP integration

    Posted 03-09-2020 18:32
    Thank you Mike.

    At the moment we are still exploring the use of Workbench and how it could benefit our support team.
    I had hoped we could trigger SNMP traps based upon certain alarms being trigger.

    Nonetheless, there are still some great features available.

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    Alexander Black
    NTT Australia Pty Ltd.
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