Channel Monitoring Articles

Prerequisites

The following permissions:

  • Architect > Flow > Add
  • Architect > Flow > Edit
  • Architect > Flow > View

When you add a new flow, consider the following:

  • The maximum length of a flow name is 200 characters.
  • Newly created flows may take a few seconds to appear. Because authors typically begin configuring the flow immediately, this delay may go unnoticed. To update the current list, click the Refresh button on the Architect Home page.
  • You can select a default language from the current list of support TTS languages. However, if the language you want to use with prompts is not listed, you can change the flow to any language. For more information, see Languages and runtime data playback.
  • You cannot duplicate names for flows or prompts of the same type, but you can use the same name across types. For example, you can use the name "Main" for one inbound flow and one outbound flow, but not two inbound flows. 

Note: For first-time flow creation, Architect selects the default language set for your organization. In the Create Flow dialog box, when you select a default language that differs from the organization's default language, Architect applies the alternate language only to the new flow.

Continue to the Resource Center page https://help.mypurecloud.com/articles/create-a-call-flow/ to begin creating a flow according to your company’s design. Learn about tips and best practices when designing a flow for Architect, then configure and publish the flow for use in routing.

Channel Monitoring Media Files are uploaded via the Channel Monitoring - Media Files page. The uploaded media is used for the Receive Media and Send Media Call Stages of a Call Flow.

Please ensure you upload .WAV audio files with the following supported audio codecs:

  • G.711 Mu Law - pcmu/8000
  • G.711 A Law - pcma/8000

NOTE: Channel Monitoring only accepts G.711 Mu Law - pcmu/8000 and G.711 A Law - pcma/8000. Channel Monitoring will automatically detect the codec negotiated between the peers of a call and execute the necessary transcoding while sending media so that the output audio matches the codec of the call.

Add new media

Please use the following steps to upload a new Media File:

  1. Select Channel Monitoring > Media Files from the Workbench navigation bar.
    • The Channel Monitoring - Media Files page is displayed.
    • A Currently there are no Media Files uploaded message is presented if no Media Files are yet configured.
  2. Click the Upload Media File button.
  3. The Upload IVR Media File dialog is displayed.
  4. In the Category field, provide a descriptive Category name (i.e. "Support") for the media being uploaded
    • This category is used to logically group the files; if a Category already exists, it will display in the drop-down list; otherwise a new Category will be created
  5. In the Name field, provide a descriptive Name (i.e. "Welcome")
  6. For the File field, simply drag and drop the file on this field or click Select to browse to the file to be uploaded
    • NOTE: Uploaded files must be in .wav format.
  7. Click the Save button.

Use existing media

Once you have uploaded Media files, they are listed on the Channel Monitoring - Media Files page, as per the image above.

The Media File table provides the following details:

  • ID - represents an unique ID for each Media file; it is an optionally displayed column.
  • Name - represents the Name of the Media file; it is a default displayed column.
  • Category - represents the Category group (i.e. Support, Sales) to which the Media File belongs to; it is a default displayed column.
  • Duration(s) - represents the time Duration (seconds) of the Media file; it is an optionally displayed column.
  • Data Format - represents the codec (uLaw/aLaw) details of the uploaded .WAV file; it is an optionally displayed column.
  • Upload Date - represents the date/time which the Media file was uploaded to WB; it is a default displayed column.
  • Associated Call Flows - represents the Call Flow Names which use this Media file within its Call Stages; it is a default displayed column.
  • File Size (kB) - represents the size of the Media file in KB's; it is an optionally displayed column.

At the end of each row, there are options for the Media file:

  • To Edit the Media File, select the Pencil button.
  • To Playback/Listen to the Media File, select the Play button.
  • To Download the Media File locally (for backup), select Download button.
  • To Delete the Media File, select the Delete button.

Use the Show/Hide Columns button on top of the Media table to view/hide optionally displayed columns.

WARNING: Media Files should/can not be deleted if being used in an existing Call Flow within a Receive Media or Send Media Stage. To delete a Media File that is assigned to Call Flows, first unassign the Media File from the Call Flows, then delete the Media File.

The Channel Monitoring Reports page provides historical insights into the Call Flow tests, their specific behavior and results.

  1. Select Channel Monitoring > Reports from the Workbench top navigation bar.
  2. Select a Call Flow from the Call Flow Name drop-down list
    • The CM Report is generated and data is displayed for a time-range of the current day.
  3. If needed, from the Time Range drop-down, select a different timescale.
  4. If and when the Time Range is changed, click the Refresh button to update the data

CM Reports Content

Each tab in the CM Reports section provides a different view of the available data on the selected Call Flow.

  • Call Metrics
  • Stage Results
  • Call Results
  • Call Details

Call Metrics Report

The Call Metrics report uses a graph and table to describe the behavior of a Call Flow in time. The horizontal axis shows the date/time in which individual calls were executed. The vertical axis can be modified on the dropdown list to change the metric (Call Duration, Jitter, Time Wait for Agent) used to analyze the call.

The Jitter and Time Wait for Agent metrics have three thresholds that can be configured in the Alarms section of the Call Flow configuration; the threshold for each severity (Critical, Major, Minor) is shown in the graph as a different horizontal line.

  • Call Duration - The length of the call in seconds. The duration is measured from the moment Channel Monitoring starts the call (i.e., sends the first SIP invite message), until the call is finished because it either encounters an error or ends as expected.
  • Wait Time for Agent - The amount of time in minutes between the start of the transfer to an agent, and the moment when the agent answers the call.
  • Jitter - A measure of the quality of the call. In the context of Channel Monitoring, jitter is understood as “the variation of a signal with respect to some clock signal, where the arrival time of the signal is expected to coincide with the arrival of the clock signal.” In this case, the signal refers to the RTP packets downloaded to Channel Monitoring, and the clock signal is the RTP clock rate for the media stream. Jitter is measured in milliseconds. 

Stage Results Report

The report aggregates all the Stage results across the different calls for the given Call Flow. For example, if a call fails while sending audio because of an unexpected hang-up, this will increase the count for Unexpected Hang-Ups during that specific send media stage.

  • Success - All stages were executed and their results were as expected.
  • Pending Result - The call has finished and is being analyzed to determine if it failed at some point of its execution or if it’s a success. Even though most results are determined in real-time during the execution of the call, some could be delayed to the end of the call (such as media analysis).
  • Registrar Connection Failed - The SIP account used by Channel Monitoring to make calls could not connect to SIP Server. This would usually occur during the Start Call stage when Channel Monitoring tries to reach SIP Server. Possible causes include problems trying to resolve the domain name or IP address of SIP Server.
  • Account Authentication Failed - The SIP account used by Channel Monitoring to make calls could not authenticate against SIP Server using the provided credentials. This would usually occur during the Start Call stage when Channel Monitoring tries to register the account in SIP Server.
  • Unexpected Hang-up - The call was being executed and it stopped in an unexpected moment. Calls should end (hang-up) during the End Call stage and the Wait for Agent stage when the initial call is replaced because of the transfer to the agent. If the call ends at any other stage, it will be considered an unexpected hang-up.
  • No Answer - Channel Monitoring was not able to reach the target DN and complete the Start Call transaction after a given timeout. This could occur during the Start Call stage as Channel Monitoring tries to set up the call with the System Under Test.
  • Media Analysis Failed - Media received during the call did not match the expected media. A call could have various Receive Media stages where audio is received and then analyzed to determine if it matches the expected audio. This comparison produces a percentage error that, when high enough, will produce this error.
  • No Answer from Agent - A transfer to an agent was expected to occur but no provided DN answered the call before the given timeout. In this case, Channel Monitoring waits for the call to get transferred to one of the DNs provided during the call flow creation. The call might get transferred but it will only be successful if the target of the transfer is contained in the list of DNs set up by the user while configuring the Wait for Agent stage.

Call Results Report

The Call Results report presents the overall outcome for the calls placed against the Call Flow and the number of times each outcome has occurred.

  • Success
  • Pending Result
  • Account Authentication Failed
  • Unexpected Hang-up
  • No Answer
  • Other
  • Media Analysis Failed
  • Unknown
  • No Answer From Agent

Call Details Report

This report uses a tabular view to present various properties of the test calls. Each row represents the execution of a single call from the respective Call Flow. The possible execution results for a call are Success and Fail; if the call Failed, the table will show the Stage in which it failed and the reason for the error.

With the Workbench Channel Monitoring feature, you can create, schedule, and manually initiate SIP voice test calls into you're Engage platform to proactively identify potential interaction and routing issues before your customers are impacted; this feature tests voice SIP/IVR/DTMF/PROMPT menu call flows, ensuring your service is functioning as designed and raising alarms within the Workbench Alarms Console when errors are encountered.

NOTE: To utilize the Channel Monitoring feature of Workbench, your environment must have a Genesys SIP Server 8.1 or higher and DN’s configured for use as the Destination and Caller User DN's for Channel Monitoring initiated test calls.

With the Workbench Channel Monitoring feature you can:

  • Create and run SIP/IVR contact center voice test calls
  • Schedule recurring voice test calls to continuously monitor the health of the call processing environment
  • Model Call Flows through IVR menus and routing to contact center Agents
  • Visualize Channel Monitoring Call Flow Statistics
  • Control Call Flows with Edit, Stop/Start, Schedule and Manual Test capabilities
  • Generate Channel Monitoring reports on Call Flow test results, call quality (jitter), and other call test metrics
    • Reports available:
      • Call Metrics
      • Call Stage Results
      • Call Results
      • Call Details
  • Configure Channel Monitoring thresholds for various call test parameters and error conditions
    • Whenever a configured threshold is exceeded, a Workbench alarm will be generated - visible via the Workbench Alarms Console
    • These alarms can then be correlated with alarms, configuration changes to help diagnose problems that may have occurred

The following sections will guide you on:

  • Creating Channel Monitoring Call Flows and Call Stages
  • Call Flow Schedules
  • Call Flow Alarms
  • Statistic Summary
  • Uploading Media Files
  • Generating Reports

Example Call Flow

Scenario

  1. A customer calls 555-123-456 and hits Genesys SIP Server Routing Point 9999.
  2. A Welcome to Genesys Product Support prompt is played to the customer.
  3. An Is your call related to Cloud or Premise prompt is played to the customer.
  4. The customer speaks Premise.
  5. A Please enter your PIN number prompt is played to the customer.
  6. The customer enters their PIN on their DTMF keypad.
  7. The call is routed to a Contact Center Agent.

Workbench Channel Monitoring Requirements - for the above example scenario

  • A SIP Server DN to initiate the test call from Workbench to SIP Server
    • This is the "Destination" field of the Call Flow Start Call Stage - Workbench uses this DN to initiate the test call
  • The exact “Welcome to Genesys Customer Care” prompt - uploaded to Workbench via the Channel Monitoring / Media Files menu
    • Channel Monitoring only accepts G.711 Mu Law - pcmu/8000 and G.711 A Law - pcma/8000 Media Files.
    • This will be used in the Call Flow Receive Media stage - Workbench will compare and progress/fail the Call Flow accordingly based on the received media
      • These files are used to compare what is expected to be received/sent; the comparison is duration [length of media file] based, not content.
  • The exact “Is your call related to Cloud or Premise” prompt - uploaded to Workbench via the Channel Monitoring / Media Files menu
    • Channel Monitoring only accepts G.711 Mu Law - pcmu/8000 and G.711 A Law - pcma/8000 Media Files.
    • This will be used in the Call Flow Receive Media stage - Workbench will compare and progress/fail the Call Flow accordingly based on the received media
  • A “Premise” prompt - uploaded to Workbench via the Channel Monitoring / Media Files menu
    • Channel Monitoring only accepts G.711 Mu Law - pcmu/8000 and G.711 A Law - pcma/8000 Media Files.
    • This will be used in the Call Flow Send Media Stage to inpersonate a human speaking "Premise"
  • A “Please enter your PIN number” prompt uploaded to Workbench via the Channel Monitoring / Media Files menu
    • Channel Monitoring only accepts G.711 Mu Law - pcmu/8000 and G.711 A Law - pcma/8000 Media Files.
    • This will be used in the Call Flow Receive Media stage - Workbench will compare and progress/fail the Call Flow accordingly based on the received media

Workbench Channel Monitoring Call Flow Stages

Workbench Channel Monitoring Call Flow Schedule

  • The Call Flow will be tested, based on the Call Flow Schedules every day at 07:30 via the WB_IO_Primary application that’s deployed in Chennai, India

Workbench Channel Monitoring Call Flow Started

  • The Call Flow 3999_to_2002 is Started and will initiate test calls based on the associated Schedule (i.e. 07:30)

Prerequisites: Telephony > Plugin > All permission

The maximum call settings allow you to limit or expand the maximum number of combined active inbound and outbound calls that are allowed on an external trunk or on a phone trunk. On an external trunk, the maximum call settings are a per trunk setting.

The maximum call settings are configured a bit differently for BYOC Cloud trunks (BYOC Carrier and BYOC PBX) and BYOC Premises trunks (External SIP).

BYOC Cloud 

Under BYOC Cloud trunks, the setting is called Max Concurrent Calls and it consists of two options: Unlimited and Limited.

The default setting is Unlimited. Genesys has optimized the Max Concurrent Calls setting to be set to Unlimited. As such, Genesys recommends leaving the Max Concurrent Calls set to Unlimited.

However, if you or your carrier determine that setting a limit on the number of concurrent calls is required, then you should select Limited and enter a value. When selecting the Limited option, Genesys recommends that you carefully evaluate the number of calls that you want to be able to handle concurrently.

  1. Click Admin.
  2. Under Telephony, click Trunks.
  3. Click the appropriate tab: External Trunks or Phone Trunks.
  4. From the list, select the trunk you want to configure.
  5. Under the External Trunk Configuration, click General.
  6. Under Max Concurrent Calls, leave the default setting of Unlimited or select Limited to and enter a value in the box.
  7. Proceed to the Common settings section of this article.

BYOC Premises

Under BYOC Premises, the maximum call settings apply to both external trunk and phone trunk settings. You set a specific value in the box to specify the maximum number of combined active inbound and outbound calls allowed. Or you can enter a 0 (zero) in the box to configure the trunk to accept an unlimited number of calls.

Note: If you set Max Calls to 0 (zero), be sure to take into account the concurrent call capacity for your Edge devices. Setting the Max Calls to 0 (zero) does not increase the Edge’s concurrent call capacity. For more information, see Concurrent call capacity for Edge models

Note: The WebRTC phone trunk does not have a Max Calls setting.

  1. Click Admin.
  2. Under Telephony, click Trunks.
  3. Click the appropriate tab: External Trunks or Phone Trunks.
  4. From the list, select the trunk you want to configure.
  5. Under the External Trunk Configuration or the Connection Configuration section, click General.
  6. In the Max Calls box, enter the maximum number of combined inbound and outbound active calls.
  7. Proceed to the Common settings section of this article.

Common settings

  1. In the Max Call Rate box, enter the average number of calls permitted per second. 
  2. In the Max Dial Timeout box, enter the maximum delay allowed before an outgoing call attempt is aborted.
  3. In the Max Call Reason Code box, enter the SIP response code that you want the trunk to return when Max Call threshold is exceeded.

    Note: By default, a trunk returns a 503 Service Unavailable reason code if the Max Call threshold is exceeded. However, when you configure an external trunk, you can use the Max Calls Reason Code setting to specify a custom SIP response code for this condition. You can use a SIP response code in the 4xx, 5xx, or 6xx range. This allows you to configure a response code, such as 486 Busy Here, to more accurately indicate that the Max Call threshold is exceeded.
     
  4. Click Save External Trunk or Save Phone Trunk.

For more information on external trunk settings, see the External trunk settings reference.

Schedules can be assigned to Call Flows to enable recurring automated tests.

  1. Select Channel Monitoring > Call Flows from the Workbench navigation bar.
    • The existing Call Flows will be displayed in the Call Flow Summary table.
  2. To edit a particular Call Flow, select the Pencil button on that specific Call Flow row.
    • The Edit Call Flow page is displayed; the properties of the selected Call Flow will be populated accordingly.
  3. Select the Schedule tab
    • A Currently there are no Schedules associated with the Call Flow message is presented. i.e.: no Schedules are yet configured.
  4. Click Add Schedule to add a Schedule to the Call Flow
  5. From the drop-down list select the Schedule frequency; Every Minute, Hour, Day, Week, Month, Year
    • For the Every Hour, Day, Week, Month, Year frequencies further details are required such as Month, Day, Hour, Minute parameters
  6. Configure your Schedule as per your requirements
  7. Add more Schedules if needed
  8. Once complete, click the Save or Save & Close button.

Workbench Alarms can and are assigned by default to each Call Flow. If and when a Call Flow encounters an issue, a Workbench Alarm will be raised accordingly. These Channel Monitoring Alarms can be viewed via the Alarms Console and/or via Channel Monitoring Reports.

  1. Select Channel Monitoring > Call Flows from the Workbench navigation bar.
    • The existing Call Flows will be displayed in the Call Flow Summary table.
  2. To edit a particular Call Flow, select the Pencil button on that specific Call Flow row.
    • The Edit Call Flow page is displayed; the properties of the selected Call Flow will be populated accordingly.
  3. Select the Alarms tab.
    • The default settings are displayed; ALL Alarm types are enabled by default
  4. The Alarm type modification parameters being:
    • Enable
    • Disable
    • Severity
    • Threshold (if applicable)
  5. Once complete, click the Save or Save & Close button.

Call Flows are built with various Stages:

  • Start Call
  • Receive Media
  • Send DTMF Tone
  • Send Media
  • Wait for Agent
  • Wait
  • End Call

NOTE: Every Call Flow must begin with a Start Call and end with End Call . All other Stages are optional, and can be added to the Call Flow in any order for testing a specific call routing journey.

Start Call Stage

The first stage of every Call Flow, this registers the Workbench Caller User SIP account and initializes the call.

Properties

  • Destination (required):
    • The destination DN and IP address (i.e. a Genesys SIP Server RP)
    • Required Format: DN@IPaddress
  • Caller User (required).
    • The DN that will be used to place the call from Channel Monitoring (as configured in the Genesys SIP server)
    • Required Format: DN@IPaddress
  • Caller Password (required)
    • The password for the calling DN (as configured in the Genesys SIP server; enter the DN if no password assigned)
  • DTMF Method (required)
    • The method that will be used for sending DTMF tones with this Call Flow
    • Options:
      • RTP:As defined in RFC 4733
      • SIP INFO:Sends the tones using out-of-band SIP INFO messages
      • INBOUND: Audio tones are sent in the RTP stream
      • AUTO: Uses RTP DTMF, and if not available, uses INBAND DTMF
  • Start Call Timeout
    • The timeout in seconds for the initialization of the call.
      • This value can be any positive integer; if no value is entered, or the specified value is not in the correct format, the default value of 30 seconds is used.

Receive Media Stage

Listens for media to be sent from the Call Flow under test; the media that will be selected for this stage must be uploaded through the Channel Monitoring Media Files upload page.

NOTE: the comparison is duration [length of media file] based, not content.

Properties

  • Media Category (required)
    • The user-defined category to filter the media; this is created when a Media file is uploaded to Workbench Channel Monitoring and is used for organizing (i.e. Support, Sales) the media files.
  • Media To Receive (required)
    • The media that is expected to be sent by the Call Flow under test
  • Receive Timeout (required)
    • The timeout is in milliseconds; if media is not received from the Call Flow under test before this time elapses, then the test call fails and, if configured, an alarm is raised.
  • Receiving Duration (optional)
    • The duration in milliseconds of the length of the media to be received; if no value is specified, then the length of the selected media file is used.

Send DTMF Tone Stage

Sends a DTMF tone to the call routing system/flow under test.

Properties

  • DTMF Tone Sequence (required)
    • The sequence of digits/tones that will be sent to the System Under Test.
    • Required Format: at least one digit but a sequence of digits can be specified. For example: 112233

Send Media Stage

Sends media to the call routing system/flow under test; the media that will be selected for this stage must be uploaded through the media upload page. See the “Upload Media” section for additional details.

Properties

  • Media Category (required)
    • The user-defined category to filter the media; created when a Media file is uploaded to Workbench Channel Monitoring and is used for organizing (i.e. Support, Sales) the media files
  • Media To Send (required)
    • The media that is to be sent by the test call
  • Sending Duration (optional)
    • The duration in seconds of the media that will be sent to the call. If no value is specified, then the file is played in its entirety.

Wait for an Agent Stage

Waits for a response from an Agent and records the length of time before connecting with an Agent; the Stage can be configured to accept a connection from any Agent or from a white-list of appropriate contacts.

  • Wait for Agent Timeout:
    • Maximum time in minutes to wait for connecting to an Agent; if this maximum time is exceeded, the call fails and, if configured, an alarm is raised.
    • This value must be an integer; if no value is entered, or the specified value is not in the correct format, the default value of 5 minutes is used.
  • Expected Agents: (optional)
    • The list of Agent DN’s that will determine the success of a transfer if a connection is made to any Agent in the list.
    • If the list is left blank, the success of the transfer is determined by a connection to any Agent in the environment.
    • Required Format:
      • If transfers from your routing strategy to the Agent are using a Refer message, the agents should be listed as:
        • DN@agentIpAddress
      • If transfers from your routing strategy to the Agent are completed via a Re-Invite, the agents should be listed as:
        • agentIpAddress
    • If you are unsure which transfer method to use, include entries for both Refer and Re-Invite transfer formats.

Wait Stage

Waits for a specified period of time (milliseconds) before proceeding to the next stage of the Call Flow.

Properties

  • Wait Duration: (required)
    • The time in milliseconds for the Stage to wait

End Call Stage

Terminates/ends the call when the Call Flow reaches this stage; this Stage is required/fixed as the final stage for all Call Flows.

Stages and Media Files

Before executing a call, Channel Monitoring extracts the required audio files from the database and stores them on a directory located in the <Workbench Installation directory>/cm_cache path; these audio files are the items configured on the Send Media and Receive Media stages.

NOTE: In time, this directory can grow if there are a high number of different media files and Call Flows. Genesys recommends that users periodically check this directory and delete all of its contents if space is needed. This is a safe operation as long as no Call Flow that needs one of these audio files is executing at the same time as the deletion.

Channel Monitoring (CM) Call Flows are the primary templates for testing voice call routing, be that a simple call to a SIP DN or a call that navigates through an IVR with DFMT and speech recognition functionality and finally connecting to a contact center agent.

A Channel Monitoring Call Flow defines the different Stages in which a call will execute against the system that is being tested.

  1. Select Channel Monitoring > Call Flows from the Workbench top navigation bar.
  2. Click the Add Call Flow to create a new Call Flow.
  3. Enter a unique name in the Call Flow Name field.
  4. Select the Call Flow Application from the dropdown list.
    • This is the Workbench IO application that will initiate the CM test calls
    • The Data-Center field will be auto populated based on the Data-Center of the WB IO application
  5. The mandatory Start Call and End Call Stages are pre-populated in the Call Flow Stages list.

Build a Call Flow

  1. To build a Call Flow that will test your specific routing requirement, simply drag and drop a Stage from the Stage Palette on the left into the Call Flow Stages list window.
  2. From within the Call Flow Stages list, click on a specific Stage to expand, display, and edit its properties.
  3. Call Stages can be reordered within the list by dragging them to the desired location.
  4. Perform the necessary Call Flow modifications to match the desired test of your call routing.
  5. Click the Save or Save & Close.

Edit a Call Flow

  • Cancel - cancels Call Flow Edit mode and redirects back to the Channel Monitoring Call Flow Summary page
  • Save - saves the current configuration and the user remains in edit mode
  • Save & Close - saves the current configuration and redirects the user back to the Channel Monitoring Call Flow Summary page
  • Green Tick - indicates this Stage has been fully configured
  • Note with Pencil - indicates this Stage has not been fully configured
    • As such this Call Flow will have a Draft State as opposed to a Ready State
  • Copy - copies (below) this Stage
  • Red X - deletes this Stage

NOTE: Every Call Flow requires its own dedicated SIP Server DN. For example if you plan to test 5 x Genesys SIP/GVP call flows then you will need 5 x SIP Server DN's for the Channel Monitoring Start Call Stage and its associated Caller User property.

The Channel Monitoring Call Flow Summary page enables real-time visibility of Call Flows, their respective statuses and also Call Flow Statistics:

  • Post installation there will be no Call Flows displayed in the Call Flow Summary table.
  • Follow the CM - Add a New Call Flow section to create your first Channel Monitoring Call Flow
  • Once you've created a Call Flow it will appear in the Call Flow Summary table

The Console provides a real time data-table of Call Flows and their status; the Call Flow Summary table provides the following functionality:

  • Columns
    • Name - the generation Date/Time of this Change event
      • NOTE: Timestamps are stored in UTC and translated to local time based on the Users Browser Time-Zone
    • CM Appl. - the particular Object of this Change event
    • State - the Item of this Change event
    • Status - the new value of this Change event
    • Last Run - the User who actioned the change
    • Schedules - the internal ID of this Change event
    • Data-Center - the Data-Center this Call Flow is associated with
  • Export
    • PDF or XLS
  • Column Visibility
    • Show/Hide columns
  • Normal/Full-Screen
  • Column Reordering
    • move columns left or right within the data-table
  • Column Search/Filter
    • Filter data-table events based on DateTime, drop-down or text searches
  • Column Sort
    • Name and Last Run columns

At the end of each Call Flow row there are options to:

  • Edit the Call Flow, select the Pencil button.
  • Start/Stop the associated Call Flow Schedule, select either the Play or Stop button.
    • NOTE: the Call Flow needs to be in the Ready state, all config complete, to be able to Start the Call Flow Schedule
  • Initiate a Manual Call for the respective Call Flow - the Phone button.
    • NOTE: the Call Flow needs to be in the Ready state, all config complete
  • Delete the Call Flow, select the Close button.
    • NOTE: the Call Flow will be permanently deleted; no Media Files can be associated with a Call Flow to enable deletion

The Call Flow Summary page also provides:

  • Export the Call Flow summary list to XLS or PDF the Download button.
  • Show/Hide Call Flow table columns, select the Eye button.
  • Expand/Collapse (full-Screen On/Off) the Call Flow table, select either the Expand or Collapse arrow button.

NOTE: If/when Workbench Data-Center nodes/Clusters are synchronized, to form a distributed Workbench deployment, the Channel Monitoring feature is holistic, whereby, Channel Monitoring Call Flows, Media Files and Reports can be managed irrespective of the local Workbench Data-Center the user is logged into.

  1. Go to Channel Monitoring > Call Flows from the Workbench navigation bar.
  2. The existing Call Flows will be displayed in the Call Flow Summary table.
  3. To edit a particular Call Flow, select the Pencil button on that specific Call Flow row.
  4. The Edit Call Flow page is displayed. The properties of the selected Call Flow will be populated accordingly.
  5. Click on any Stage or field to edit.
  6. Perform the necessary modifications.
  7. Click the Save or Save & Close button.

NOTE: A Call Flow with a Status of Running cannot be deleted; please stop the Call Flow Schedule first to commence deletion of the Call Flow.

  1. Select Channel Monitoring > Call Flows from the Workbench navigation bar.
    • The existing Call Flows will be displayed in the Call Flow Summary table.
  2. To delete a particular Call Flow, select the Delete Call Flow button on that specific Call Flow row.
    • A Warning confirmation dialog is presented
    • The deletion of the Call Flow and its associated data is permanent
  3. Either click Cancel to avoid deleting the Call Flow or...
  4. Check the Impact(s) Understood and Accepted dialog and click the Delete button to continue

Announcements

Case Escalation Management Process

This article outlines the process for escalating an open case with customer care, including the criteria a case must meet in order to be escalated, how to submit an Escalation Request through the My Support Portal, and the Escalation Management Process that Customer Care follows once an Escalation Request has been submitted.

Escalation criteria

Note: If a case requires engagement of Development, Cloud Operations or a 3rd party, please understand that it may require additional time to resolve, pending their analysis and findings.

  • There must be an active case for the Escalation
    • Closed Cases: If your case is already closed, the Escalate Case button will not be active. If you need to reopen a case, please do so through the MySupport portal or call into our Care team to request a case reopen.
    • No Case: There must be an existing case open with Genesys Product Support team before it can be escalated.
  • Double-check your case before requesting an Escalation
    • Has there been a recent update to the case that you may have missed?
    • Is Genesys Product Support waiting on additional information from you before they can proceed?
  • Is there already an active Escalation on the case? While multiple escalations can exist on a case, only one can be active at any given moment. If there is an open Escalation on your case already, you will not be able to submit a second until the first is closed.
  • Please do not request an Escalation based on change in urgency/impact. If a case needs to be changed to a higher priority based on a greater need for urgency or broader impact, please call in the request to our care team
  • An Escalation should not be requested for a Root Cause Analysis (RCA) unless Genesys Product Support has had 5 business days for cloud deployments or 7 business days for premise to complete analysis, per our standard Service Level Targets for RCA delivery (listed in your Customer Handbook: – PureConnect Direct Customer, PureConnect Partner Handbook, PureCloud).
  • If a high priority case has not been updated in the last 24 hours and the case is actively causing significant business impact, an Escalation can be requested.
  • Low priority cases are not eligible for escalation, if the impact of a low priority case changes, please request a change to medium through a work note in the case. If a change to high is required, please contact our care team by phone.

How to submit an Escalation Request

  1. From the MySupport portal, select the case you wish to escalate
  2. Navigate to the bottom right-hand corner of the case page and select Escalate Case. (If the Escalate button is disabled, it is most likely due to an already existing and open Escalation. See Escalation Criteria section for more info on multiple Escalations..)

    Screenshot of a case record in the My Support Portal. Escalate Case button is highlighted.
     
  3. A new window will open, displaying the Escalate Case form. There are two main fields:
    • Reason: Select the reason for the Escalation. Once a reason is selected, you may be prompted for additional information.
    • Escalation Details: This may include any initial notes which the Escalation Owner may need.
  4. Once the form is completed, click Escalate Case.
  5. Once the case has been escalated, a time stamp will appear within the case, and a banner will pop-up across your screen, confirming the Escalation has been created.

Escalation management process

  1. Customer or Partner submits an Escalation Request. 
  2. Escalation Owner reviews request and determines if it meets the Escalation Criteria
  3. Escalation Owner replies to request with next steps. If the Escalation Request is invalid, the Escalation Owner will provide reasons why and provide process information to the requestor.
  4. If Escalation request is valid, the Escalation Owner assesses the situation, prioritizes the Escalation by importance and urgency, and works with the engineer(s) to set expectations regarding next steps.
  5. Escalation Owner updates the case with all additional external communications with the customer or partner, regarding the Escalation.

Communicate directly with Escalation Owner

You can communicate directly with the Owner of the Escalation from the Escalation Feed section on the case. There will now be two feed sections on the case. 

  • The Case Feed will capture the technical aspects of the case. 
  • The Escalation Feed will capture the communication flow of the Case Escalation.

Please be mindful of the type of update you are sending and use the appropriate feed section for your update.

Additional training

If you would like to learn more about the new Escalation Management Process, you can access our training here: https://rise.articulate.com/share/0N9zbnlzRL2HDa9AGu9rm1Yw5BOZnBNI using the password: Genesys2022.

Overview of the My Support Portal

Only Designated Contacts have access to create, update, close, or re-open a case. Other employees who work for Genesys direct customers, Partners, Resellers, or end users can request Read-Only access to the My Support Portal to view cases opened by Designated Contacts on behalf of their company.

The My Support Portal allows you to:

  • Open and manage your support cases (Designated Contacts only)
  • Search our Knowledge Base and Technical Documentation site
  • Register for and view our Genesys Engage Tech Tutorials
  • Learn about current Product Support news and announcements
  • Access Genesys Care Apps and Tools (Designated Contacts only)