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Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

  • 1.  Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 05-11-2020 16:31
    Edited by Ben Perera 05-23-2023 20:54

    Hi,

    I created an idea in "Genesys Product knowledge" in order to obtain Edge Logs via Telephony UI. Reason behind this, at present this facility is not accessible remotely to end Admin. Currently only Genesys customer care support team have the access.
    GUI/User Admin end available only when the "Edge is off line", someone has to go on site to extract these logs. In order for Genesys to activate this Feature, voting is required. Voting can be done via the link provided below.


    https://genesyscloud.ideas.aha.io/ideas/INB-I-244




    Brief Summary of the Product idea:

    Frequently customers are demanding to put their services back online ASAP. Having Edge ".ininlogs"(Events, control and System logs) will enable us as customer end support services to identify the fault quickly and more efficiently.. This is a basic function for the customer end support personnel.

    At present this facility is not accessible remotely and it will only be available for Genesys customer care. For others these logs are currently available only through USB(When the Edge is Off line), provided someone goes on site to extract these logs. This will slow down the whole process of serving customer needs. Arranging on site engineers, access to Data centers and their availabilities are very time consuming.

    Now most of the customers are moving their on-premises Edges to cloud edges and leaving no room to identify any malfunction remotely. In future it will be heavily dependent on Genesys customer support care Engineers.

    Once this feature is enabled Genesys Cloud admin users should be able to see the Edge ".ininlogs" from the Telephony Admin UI.

    These logs are very different compared to the Network traffic capture logs which are extracted from the Edges and External trunks.

    All PureCloud Admin users please vote for this idea.
    https://genesyscloud.ideas.aha.io/ideas/INB-I-244



    Thanks

    Regards
    Stay Safe

    #Reporting/Analytics
    #API/Integration
    #Telephony
    #Architect/Routing
    #UI

    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------​​​​



  • 2.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 05-18-2020 19:15
    Voted!

    I needed this today.

    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 3.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 05-18-2020 20:47
    Appreciate Daniel for your vote. I am waiting for more people to vote.

    Stay Safe

    Regards

    Ben

    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 4.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    GENESYS
    Posted 06-01-2020 14:06
    Hi, Ben. I am curious...how do you plan to be able to read the logs once downloaded?

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 5.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 06-01-2020 14:38
    Hi George,

    I am sure it is straightforward readable from the GUI itself, if it is not planning to use CIC system working in one of customers, the log reader is built in to read these types of logs. Not sure any other format is out there to read, may be Notepad++ or any other SW will be there to read. Interesting to know what software Genesys use to read these logs? 

    Regards

    Stay Safe

    Ben

    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 6.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    GENESYS
    Posted 06-01-2020 14:44
    The logs are the proprietary PureConnect subsystem trace log format. Care uses LogLion, others just use the log viewer utility from PureConnect.

    @Alan Lanteigne might possibly have some plans for making more of the logged information available in the Admin UI.​

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 7.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 06-01-2020 14:53
    Appreciate George, that's the one "log viewer" utility from PureConnect system. If PM team could create this feature with more user friendly readable, I am sure all Admin user will be benefited.

    Stay Safe

    Regards

    Ben

    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 8.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 06-02-2020 00:00
    Hi George,

    We all have Log Viewer utility.

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------



  • 9.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    GENESYS
    Posted 06-17-2020 01:40
    I haven't experimented to be sure, but that log viewer might be installed with the PureCloud Softphone.

    You can, of course, get the logs from a physical edge on premises. 

    For as long as I have been involved with Interaction Center (Version 1.2g in 1999, when I was hired in) Development has not been keen for partners and customers to do the log reading.

    That said, we do have some material on how to read logs and use the log viewer in the Handlers course for PureConnect in Beyond (at least, we used to...I'm no longer in GU and haven't checked lately).


    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 10.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 06-16-2020 16:21
    Jun 16, 2020

    ADMIN RESPONSE

    The community is interested in your Idea and we have taken notice! At this time, we would like to give the community more time to vote and comment before we evaluate this idea as a potential roadmap item. You can help us prioritize this request by posting your Use Cases. Stay tuned for future updates.



    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 11.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 06-21-2020 23:37

    Hi All,

     

    Appreciate if  all PureCloud Admin users could vote and make comments to attract PM teams attention. The Edge log retrieval facility will be a great feature/tool for all of us who desperately need to isolate and resolve on going issues.  

     

    Thanks for those who have already voted and made comments.

    Regards



    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 12.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 06-22-2020 00:14
    Could someone post a snippet of how these logs look?  Are they similar to pcap files?  Are any of you familiar with Engage stuff like URS etc?   Anything like those?

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 13.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    GENESYS
    Posted 06-23-2020 16:34
    N         i3inet::impl::TransportManager::resume_parsing_request() : received on connection #35 (10.42.55.206:8063 <# 10.42.94.55:56147)
    <<<<<< REQUEST <<<<<<
    INVITE sip:+13172257439;tgrp=fe6a6f2d-2901-42af-a1f0-4c1cc56bc5e1;trunk-context=pcps@10.42.55.206:8063;dialplan=tieline;language=en-US;queueId=c15ec6af-37e2-4c77-a8a6-4d76ccc8efed;transport=tls;user=phone SIP/2.0
    To: "Indianapolis IN" <sip:+13172257439;tgrp=fe6a6f2d-2901-42af-a1f0-4c1cc56bc5e1;trunk-context=pcps@10.42.55.206;language=en-US;user=phone>
    From: "Dialer Test" <sip:+13172222222@10.42.94.55;user=phone>;tag=H0v1dWY
    Call-ID: 3ff1f2b5-c046-4594-a842-91a031881666
    Via: SIP/2.0/TLS 10.42.94.55:56147;branch=z9hG4bK3537438805SU5JTi9pM3NpcC4t_1422449348_;alias
    CSeq: 1 INVITE
    Max-Forwards: 70
    Allow: INVITE, ACK, CANCEL, BYE, OPTIONS, INFO, REFER
    Supported: norefersub
    Accept: application/sdp, application/dtmf-relay
    Subject: Contacting Edge
    Diversion: <sip:+13172257439@10.42.94.55;user=phone>;reason=deflection
    Contact: "Dialer Test" <sip:+13172222222@10.42.94.55:8063;transport=tls>
    x-inin-cnv: e998cc54-b745-43f4-aa7e-d9be9b4b7fa4
    x-inin-session: b763f666-d0bc-4366-bf24-5e449c680c70
    User-To-User: 00;encoding=hex;purpose=isdn-uui;content=isdn-uui
    Content-Type: application/sdp
    User-Agent: ININ-EDGE/1.0.0.7526
    Content-Length: 356
    
    ## BODY NOT AVAILABLE SYNCHRONOUSLY ##
    <<<<<<  13:39:57.1818090_0000 tasip.i3sip.i3inet.message 0x7f503affd700 
    N SipInterface::on_transceiverhandler_request : INVITE  13:39:57.1819650_0000 tasip 0x7f5060ff9700 
    N SipInterface::on_invite_request : SIP Call-ID='3ff1f2b5-c046-4594-a842-91a031881666'  13:39:57.1819800_0000 tasip 0x7f5060ff9700 
    N     TaInterface::on_inbound_call_leg : "Port 1 (WAN) - tls/18.204.4.126(10.42.55.206):8063", protocolCallId="3ff1f2b5-c046-4594-a842-91a031881666", callId=4288d277-f58f-4e59-ae48-51bba6a04576  13:39:57.1821200_0000 edge.telephony 0x7f5060ff9700 
    N         RoutingEngine::select : Matched route="Tieline to Outgoing"
    sourceLineId=850a4ef9-07ee-4482-b874-b2b183ea13e4
    callingAddress="sip:+13172222222@10.42.94.55;user=phone"
    calledAddress="sip:+13172257439;tgrp=fe6a6f2d-2901-42af-a1f0-4c1cc56bc5e1;trunk-context=pcps@10.42.55.206;language=en-US;user=phone"
    mode=mode.document
    routeTo=https://edge-proxy.us-east-1.mypurecloud.com/static/organizations/cc329c9f-a78c-4788-8808-6fdf739234f7/resources/apps/system/1.5/global/ccxml/line_outgoing.ccxml
    offerValidated=true
    ValidationError=##NULL##  13:39:57.1822930_0000 edge.telephony 0x7f5060ff9700 
    N         TaInterface::route_incoming_call_leg : "Port 1 (WAN) - tls/18.204.4.126(10.42.55.206):8063", Execute document with inbound protocolCallId="3ff1f2b5-c046-4594-a842-91a031881666", routeTo=https://edge-proxy.us-east-1.mypurecloud.com/static/organizations/cc329c9f-a78c-4788-8808-6fdf739234f7/resources/apps/system/1.5/global/ccxml/line_outgoing.ccxml  13:39:57.1823130_0000 edge.telephony 0x7f5060ff9700 
    N         CallFlow::CallFlow :  Construct Object 0x7f5058975f30 13:39:57.1823610_0000 edge.callflow 0x7f5060ff9700 
    N         AddressNormalization::normalize_and_classify : addressPurpose=destination, rawInput=sip:+13172257439;tgrp=fe6a6f2d-2901-42af-a1f0-4c1cc56bc5e1;trunk-context=pcps@10.42.55.206;language=en-US;user=phone, stationAttrs=  13:39:57.1823830_0000 edge.telephony 0x7f5060ff9700 
    N             AddressNormalization::normalize_and_classify : "destination", no normalization required for trunk group address="sip:+13172257439;tgrp=fe6a6f2d-2901-42af-a1f0-4c1cc56bc5e1;trunk-context=pcps@10.42.55.206;language=en-US;user=phone"  13:39:57.1824160_0000 edge.telephony 0x7f5060ff9700 
    N         AddressNormalization::normalize_and_classify :   13:39:57.1824210_0000 edge.telephony 0x7f5060ff9700 
    N         TrunkInfo::add_active_callflow : Added new active call flow to trunk=[850a4ef9-07ee-4482-b874-b2b183ea13e4/Tie trunk between Edge 2b582848-04fc-4156-bc79-5e621d7706d9 and Edge a84ba82e-a7a5-4fd9-835b-5c766ba90d75], flow=8e2e9ac7-906d-4f1a-b225-680727a8dd25, size=1  13:39:57.1824370_0000 edge.telephony 0x7f5060ff9700 
    N CallFlowMgr::add_call_flow : 8e2e9ac7-906d-4f1a-b225-680727a8dd25 (0)  13:39:57.1824770_0000 edge 0x7f501efe5700 
    N         SipInterface::create_inbound_call_leg : 
    call leg=4288d277-f58f-4e59-ae48-51bba6a04576
    
     'taprovider.attr.sip.userAgent' => [String: {"ININ-EDGE/1.0.0.7526"}]
     'taprovider.attr.sip.tcp.connectTimeout' => [RelativeTime: {2.0s}]
     'taprovider.attr.sip.udp.timerT1' => [RelativeTime: {500.0ms}]
     'taprovider.attr.sip.udp.timerT2' => [RelativeTime: {1.0s}]
     'taprovider.attr.sip.udp.maxPacketRetry' => [Integer: {4}]
     'taprovider.attr.sip.udp.maxInviteRetry' => [Integer: {3}]
     'taprovider.attr.sip.qosDscp' => [Integer: {24}]
     'taprovider.attr.toAddress' => [String: {"sip:+13172257439;tgrp=fe6a6f2d-2901-42af-a1f0-4c1cc56bc5e1;trunk-context=pcps@10.42.55.206;language=en-US;user=phone"}]
     'taprovider.attr.fromAddress' => [String: {"sip:+13172222222@10.42.94.55;user=phone"}]
     'taprovider.attr.sip.requestUri' => [String: {"sip:+13172257439;tgrp=fe6a6f2d-2901-42af-a1f0-4c1cc56bc5e1;trunk-context=pcps@10.42.55.206:8063;dialplan=tieline;language=en-US;queueId=c15ec6af-37e2-4c77-a8a6-4d76ccc8efed;transport=tls;user=phone"}]
     'taprovider.attr.sip.sourceAddress' => [String: {"10.42.94.55:56147"}]
     'taprovider.attr.sip.diversion' => [AttributeMap: 
      {
       'taprovider.attr.fromAddress' => [String: {"sip:+13172257439@10.42.94.55;user=phone"}]
       'taprovider.attr.fromName' => [String: {""}]
       'taprovider.attr.sip.reasonText' => [String: {"deflection"}]
      }]
     'taprovider.attr.sip.customHeaders' => [AttributeMap: 
      {
       'taprovider.attr.sip.customHeaders.name' => [String: {"x-inin-cnv"}]
       'taprovider.attr.sip.customHeaders.value' => [String: {"e998cc54-b745-43f4-aa7e-d9be9b4b7fa4"}]
      ,
       'taprovider.attr.sip.customHeaders.name' => [String: {"x-inin-session"}]
       'taprovider.attr.sip.customHeaders.value' => [String: {"b763f666-d0bc-4366-bf24-5e449c680c70"}]
      }]
     'taprovider.attr.toName' => [String: {"Indianapolis IN"}]
     'taprovider.attr.fromName' => [String: {"Dialer Test"}]
     'taprovider.attr.sip.subject' => [String: {"Contacting Edge"}]
     'taprovider.attr.sip.allow' => [String: {"INVITE, ACK, CANCEL, BYE, OPTIONS, INFO, REFER"}]
     'taprovider.attr.sip.supported' => [String: {"norefersub"}]
     'taprovider.attr.uniqueCallIdentifier' => [String: {"3ff1f2b5-c046-4594-a842-91a031881666"}]
     'taprovider.attr.sip.via' => [String: {"SIP/2.0/TLS 10.42.94.55:56147;branch=z9hG4bK3537438805SU5JTi9pM3NpcC4t_1422449348_;alias;received=10.42.94.55"}]
     'taprovider.attr.sessionId' => [UUID: {8e2e9ac7-906d-4f1a-b225-680727a8dd25}]
     'taprovider.attr.sip.uui' => [AttributeMap: 
      {
       'taprovider.attr.sip.uuiHeader' => [String: {"User-to-User"}]
       'taprovider.attr.sip.uuiEncoding' => [String: {"hex"}]
       'taprovider.attr.sip.uuiContent' => [String: {"isdn-uui"}]
       'taprovider.attr.sip.uuiPurpose' => [String: {"isdn-uui"}]
       'taprovider.attr.sip.uuiProtocolDiscriminator' => [String: {"00"}]
      }]  13:39:57.1825260_0000 tasip 0x7f5060ff9700 
    N             SipCallLeg::SipCallLeg : id=4288d277-f58f-4e59-ae48-51bba6a04576, objectKey="line_outgoing.ccxml"_RRGBKY2P4Q5YZHXB  13:39:57.1825760_0000 tasip 0x7f5060ff9700 
    N         SipInterface::create_inbound_call_leg :   13:39:57.1825830_0000 tasip 0x7f5060ff9700 
    N     TaInterface::on_inbound_call_leg :   13:39:57.1826070_0000 edge.telephony 0x7f5060ff9700 
    N     SipInterface::on_invite_request_complete :   13:39:57.1826140_0000 tasip 0x7f5060ff9700 
    N SipCallLeg::accept :   13:39:57.1826200_0000 tasip 0x7f50217ea700 
    N     sipcallstates::Inactive::react : CmdAccept, deferring  13:39:57.1826370_0000 tasip 0x7f50217ea700 
    N SipCallLeg::accept :   13:39:57.1826440_0000 tasip 0x7f50217ea700


    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 14.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 06-23-2020 18:14
    Thanks George

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 15.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 07-06-2020 02:36

    Hi PureCloud Admin users,

    Genesys PM team needs more votes to implement, appreciate your valuable votes. This feature will give you more visibility of what is happening behind Edges. I am sure everyone will be benefited to have this feature enabled.

    Stay Safe

    Regards



    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 16.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 02-02-2021 13:22

    Hi PureCloud Admin users,

    Hope you all are doing well

    Genesys PM team needs more voting from the PureCloud community to implement, appreciate your valuable votes. This feature will give you more visibility of what is happening behind the Edges. I am sure everyone will be benefited to have this feature enabled.

    Stay Safe

    Regards



    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 17.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 02-24-2021 23:05

    Hi PureCloud Admin users,

    PM team needs more votes to enable this feature. 

    Stay Safe

    Regards



    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 18.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 02-25-2021 01:45
    Hey Ben, I see someone at Genesys has this idea marked as Not Currently Planned.  So I wonder if that means Genesys won't even see this in there now even if we get more votes?  Does @George Ganahl or @Matt Lawson know if that's the case?

    The other idea about opening virtual edges up to VMWare seems to just get ignored now even with an increased vote and comment count on it and people asking them to review that decision.​​

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 19.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    GENESYS
    Posted 02-25-2021 08:40
    Hey Vaun,

    Thanks for the question! We had an episode of the Q&A Show last year on the Ideas Lab with Ginger and in part of the presentation/interview she goes into what the definitions mean around the 15-minute mark if you want to check it out: https://youtu.be/k8ao2REKkco?t=957

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Genesys Community Manager
    ------------------------------



  • 20.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    GENESYS
    Posted 02-26-2021 06:19
    Hi - 
    I've had many discussions on Edge logs with partners, product, care, etc. The most common need we identified is to provide telephony signaling and I'm excited that we will be releasing SIP Signaling Information next week as mentioned at - https://help.mypurecloud.com/features-coming-soon/ 

    There is of course more insight that partners and customers need for other scenarios and we have other items on the roadmap such as providing details on Architect flows and routing via enhanced debugging/logging. 

    Regards,
    Don

    ------------------------------
    Donald Huovinen
    Genesys - Employees
    ------------------------------



  • 21.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    GENESYS
    Posted 02-26-2021 15:17
    I defer to Don's answer.

    One note - as you mention, the status is Not Currently Planned. That does not prevent the Idea from being seen/looked at/considered in the future.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------



  • 22.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 07-10-2021 14:42

    Hi PureCloud Admin users,

    Genesys PM team needs more votes to implement, appreciate your valuable votes. This feature will give you more visibility of what is happening behind Edges.

    We all need this feature to be enabled.


    Stay Safe


    Regards



    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 23.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 07-10-2021 16:14
    Hi Ben,

    Very important area for reporting and administrations.
    Without code I've implemented Azure Logic Apps based on Noralogix GCEvents cloud service. So it is possible to monitor in real time multiple edges trunks fields and metrics. As a GUI can be multiple messengers, tickets systems or CRM.


    ------------------------------
    Taras Buha
    taras@noralogix.com
    www.noralogix.com
    ------------------------------



  • 24.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 07-11-2021 01:27
    Hi Taras

    I don't believe that this solution you're proposing would meet the requirements for this idea as it's specifically around capturing the Edge specific logs that will contain a number of traps and events that I doubt are exposed via any API.  It's not metrics and state of trunks etc we're after but the actual Edge processing logs themselves that get essentially down to an "OS" type level showing adapter type information and some initializing processes etc.

    Happy to be proven wrong though :)

    ------------------------------
    Vaun Mccarthy
    NTT New Zealand Limited
    ------------------------------



  • 25.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 07-12-2021 03:54
    Hi all,

    I concur with Ben. I have been implementing Genesys engage for 20 years. I understand it is totally different technology but on Engage, you have full access to logs where you can troubleshoot virtually ANY issue without involving care team.

    For the last 2 years, I have been working mainly on Genesys cloud. Although very stable as a product, there is virtually NO troubleshooting possible without involving genesys cloud care team.

    I would even go further than the original idea. If, for example, a queued interaction is not routed to an agent, we should be able to troubleshoot that reason from logfiles (like on engage, where you have T-server logs, IXN logs, URS logs, statserver logs, etc...)

    Again, I understand this is completely different technology. But still, as an integrator, I would expect more technical troubleshooting capabilities.

    You have my vote.


    rgds,

    Tommy

    ------------------------------
    Tommy Braes
    solution consultant
    Proximus PLC
    tommy.braes.ext@proximus.com
    ------------------------------



  • 26.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 07-12-2021 14:59
    Thanks Tommy for your vote as well as promoting the idea to the next level.

    Stay Safe

    Ben

    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 27.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 07-12-2021 16:36

    Tommy,

    I've suggested using a redaction script for those logs and limiting the request to a relatively short time frame.  Yep, this is a shared environment, but logs can easily be redacted to only one customer's info.  If you check any of the various customer satisfaction reports about Genesys, the one weak point is Support. If savvy customers can help themselves, this will reduce the number of tickets opened.




  • 28.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 07-13-2021 03:24
    Hi,

    I fully agree with Tommy. Log files could be essential for troubleshooting and also to monitor.

    ------------------------------
    Rene Perez Solis
    Service Architect
    ------------------------------



  • 29.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 07-13-2021 03:47
    I agree Tommy.  While Engage certainly has a few more touch points and components to have to look at under the hood from our perspective, it's also extremely useful and empowering being able to get those TServer and URS logs out.  That may prove the difference between a 24hr+ turnaround time to Genesys vs a couple of hours getting these logs ourselves.

    I'm not kidding myself here though, there'd need to be some good material or a beyond course to cover the reading of them but that's something that's also available within Engage, plus the logs in Engage while they can be a bit of a game of leapfrog and jigsaw puzzle are very useful to us customers/partners.

    There's always going to be some things we'd still need to send to Genesys where we suspect an API/back-end/cloud/AWS issue is a root cause but having the ability to at least troubleshoot some things helps to justify the benefit of being/having a partner to begin with instead of just a reseller :)


    ------------------------------
    Vaun Mccarthy
    NTT New Zealand Limited
    ------------------------------



  • 30.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 09-07-2021 22:32
    Hi All PureCloud Admin users,

    So far we have reached 99 votes,  more votes are needed to attract PM teams attention. Please request your valuable votes to promote the idea.

    Stay Safe

    Regards




    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 31.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 09-07-2021 23:48
    Painful getting this one over the line Ben, you'd think 99 votes would be enough of a wake up call :)

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 32.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 09-08-2021 00:11
    Hi Vaun,

    I am trying my level best to convince hard coded PM teams mind set. :):)


    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 33.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 11-02-2021 18:59
    Hi Genesys PureCloud Admin users,

    Hope you all are well

    Just updated the new product idea link.

    Stay Safe

    Regards

    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 34.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 04-26-2022 02:30

    Hi PureCloud Admin users,

    PM team needs more votes to enable this feature. The feature will be benefitted to all PureCloud Admin users for troubleshooting purposes.

    Hope you all will contribute your votes towards this wonderful feature.

    Stay Safe


    Regards



    ------------------------------
    Ben Perera
    Spark NZ Trading
    ------------------------------



  • 35.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 05-23-2023 20:48

    Hi PureCloud Admin users,


    PM / Deve team needs more voting to activate this useful feature. The feature will enhance all PureCloud Admin users for faster troubleshooting purposes.

    Please use your valuable vote for the brilliant feature. Hope you all will give your utmost support by voting towards this very useful feature.
    https://genesyscloud.ideas.aha.io/ideas/INB-I-244

    Stay Safe
    Regards



    ------------------------------
    Ben Perera
    Spark New Zealand Trading Limited
    ------------------------------



  • 36.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    GENESYS
    Posted 05-24-2023 00:24

    This one has been a long time coming...I think there will be some EventBridge enhancements coming this year which might help, and an Architect Debugger, which fill in the gaps left by the PCAP downloads.



    ------------------------------
    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
    ------------------------------



  • 37.  RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

    Posted 05-24-2023 15:18

    Thanks George,

    This Idea created in year 2020, hoping to hear soon from Genesys PM /Deve team action on this specific Edge log retrieval scenario..

    Stay Safe

    Regards



    ------------------------------
    Ben Perera
    Spark New Zealand Trading Limited
    ------------------------------



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