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