Welcome to the Genesys
Product Support Center

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

• Install Workbench (WB)
• RAM License Key
• Your Public Corporate IP Address

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:
   • customercare@genesys.com

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.