Remote Alarm Monitoring Articles

When Product Support receives a RAM alarm from the customer's Workbench instance, the following process is actioned:

  1. The respective alarm (the supported subset of Genesys Engage alarms ingested by Workbench) is routed to Product Support and a Support Case is opened by a Genesys Product Support Analyst.
  2. The customer provided Group Email will receive an email from Product Support informing you that an alarm Support Case has been opened.
  3. The Product Support Case will follow standard service level targets based on your Genesys Care contract.
  4. Only the Designated Contact can view, manage and close the support case via My Support; however, all members on the group email can provide case updates via email.
  5. An Alarm notification is sent to you via the Genesys Care Mobile App, if notifications are enabled.

Before you install

Activation

Once you receive your WB RAM license key from Product Support, activate your subscription.

WARNING: Only 1 x WB IO application in a multi node WB Cluster should have a RAM license enabled. For example, if you have APAC, EMEA, and LATAM datacenters, assign the RAM License to a single datacenter, not all 3.

  1. Login to WB.
  2. Select Configuration on the navigation bar.
  3. Select Applications.
  4. Select the Workbench IO Primary application (e.g., post installation and by default this would be WB_IO_Primary).
  5. Within the Workbench IO Application Configuration panel expand the Remote Alarm Monitoring (RAM) Service section.
  6. Complete the following:
    • Check the Enabled box.
    • End User ID: enter your License Key/End User ID
    • Origin: a brief description of the geographical location (e.g., EU, APAC, AME, etc.)
  7. Verify all your entries, then click Save.
  8. [Required] Restart the Workbench IO Application Service on the respective host for the license/service to take effect.
  9. Once the service has restarted, the Customer Name and License Expiration Time fields, which are obtained via communication between WB and RAM and are Read-Only, fields will be auto-populated. This indicates a successful communication.
  10. From here on the supported WB RAM Alarms will be transitioned to the RAM Service and intelligently routed into Product Support and subsequently a Product Support Analyst, from there a case will be raised by the analyst.
  11. NOTE: Since RAM is implemented at the Genesys Account level, just 1 Workbench RAM License Key/End User ID is required per company/organization

RAM Event Visibility

Use the Alarm Console to view which Alarms were routed to the RAM Service, utilize/show the Sent to RAM Service column to visualize when the alarm was sent from WB to the RAM service.

Only Designated Contacts can request License Keys or User IDs.

NOTE: Please allow 48 hours for Product Support to process your request, after which you will receive your WB RAM license key via email.

  1. Login to My Support.
  2. Select Open Admin Case - located after selecting Manage Profile from the header.
  3. If asked, select your End User / Sold To Account combination.
  4. Populate each Mandatory Field with the required information.
  5. Add the text Alarm Monitoring License Request in the Subject line.
  6. In the Description box, provide your company public IP address.
  7. Also in the Description field, please provide a Group Email Address (e.g., support_team@mycompany.com).
    • When a case is opened as a result of an alarm, the email notification will be sent to this group email address.
    • It is required that at least one Designated Contact at your company be included in this group email.
    • The Designated Contact can be the same person who is requesting the Remote Alarm Monitoring License Key or a different Designated Contact at your company.
    • You may have more than one Designated Contact in the group email.
    • Other employees on the group email should consider requesting My Support Read-Only Access if they would like to view case details.
    • Please see the table below for details on My Support Access Levels and Privileges.
  8. Select Priority 4-Low and select case sub type Request: CC Tools License.
  9. Save your Admin case.

To prevent unnecessary alarm notifications and troubleshooting, Product Support should know in advance when you have scheduled Maintenance Windows so that we can suppress alarms during that time.

NOTE: All Maintenance Window requests, whether new or revised, must be submitted 2 working days prior to it taking effect.

To notify us of an upcoming Maintenance Window:

  1. Create an email with the following:
    • Subject: Alarm Monitoring - Maintenance Window
    • Account name
    • Site name
    • Date (MM:DD:YYY) and Time (HH:MM TIME ZONE) of maintenance
  2. Send the email to:

NOTE: Alternatively the Workbench RAM Service can be disabled via the Workbench>Configuration>Workbench IO>Remote Alarm Monitoring (RAM) Service section for the duration of the maintenance window; this would require a restart of the Workbench IO application so that the disablement would take effect.

With the Workbench Remote Alarm Monitoring (RAM) Service activated, the customers on-premise Workbench instance transitions/transmits a specific subset of Genesys Engage Critical and Major Alarms, externally, to Product Support, who will then proactively create a case and will liaise with the customer accordingly to proactively progress and resolve the issue(s); the alarms can also sent to the customers mobile device via the Genesys Care Mobile App.

RAM is an annual service available to customers, please contact your Product Support representative for further details.

NOTE: Entitlement to the RAM feature can be confirmed via your Product Support maintenance representative; if/when entitled, please see the Getting Started article.

Workbench with RAM Architecture

When RAM is also deployed, Workbench communicates over a secure RabbitMQ connection with Genesys, where additional service components are located, as shown in the figure below.

  • Genesys Customer Alarm Collector to process alarms detected in your environment
  • Genesys Care Mobile Application to notify you about alarms as they are detected
  • Product Support to route each Critical and Major alarm to a support expert, who proactively opens a case and immediately begins to troubleshoot the issue

More alarms may display within Workbench, but only the alarm types listed below will be forwarded to Genesys as part of the Remote Alarm Monitoring Service.

Alarm Name Alarm Level Alarm Description
Not Enough Disk Space Critical An application detects low disk space
Licensing violation is identified, the violation type [type] Critical Licensing violation is identified, the violation type [type]
Cannot connect to server Major Reports that the application cannot connect to the server
Cannot open port Major Cannot open port [port number] for listening, reason [reason]
Client / Server incompatibility Major Client version [number-1] is incompatible with server version [number-2]
Application terminated due to internal condition Major Application terminated due to internal condition
Host [host name] inaccessible. LCA is not listening on port [port number] Major Host [host name] inaccessible. LCA is not listening on port [port number]
Host [host name] unavailable Major A host where Genesys daemon applications are running is unavailable (turned off)
Host [host name] unreachable Major The Management Layer cannot reach the host where Genesys daemon applications are running (no route to the host)
All [total licenses] licenses are in use already, registration rejected Major All [total licenses] licenses are in use already, registration rejected
Error reading backup file '[name]': '[errtext]' Major Error reading backup file '[name]': '[errtext]'
Backup file '[name]' is corrupt Major Backup file '[name]' is corrupt
Failed to store statistics ([definition]) into backup file '[name]' (error: '[errtext]') Major Failed to store statistics ([definition]) into backup file '[name]' (error: '[errtext]')
Configuration Server Error: [error] Major Configuration Server Error: [error]
CTI Link disconnected Major Failure of connection between any T-Server and its switch

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)