voip Integration
genesys (en)


ServicePilot voip-genesys


# Genesys

Overview

The ServicePilot Genesys package collects information from Genesys servers using a Genesys Universal SDK/Platform SDK Suite (Statistics Platform SDK) Wallboard Connector API.

Description

This package configures the ServicePilot Manager to collect statistics from a Genesys system. The statistics gathered in this way include:

  • VQMotif: Queue utilization
  • VQFlux: Queue utilization
  • RoutingPoint: Routing Point utilization
  • VAG: Agent utilization

Requirements

  • Genesys Genesys Universal SDK/Platform SDK Suite software and license.

  • Genesys Universal SDK/Platform SDK Suite (Statistics Platform SDK) Wallboard Connector API license so that ServicePilot may connect using this interface.

  • Network Flows - It is necessary to ensure network connectivity between ServicePilot and the monitored device. In case of a network infrastructure with a firewall, all of the following flows must be opened:

    • TCP/3045 (default) (Genesys API): Between ServicePilot Manager and Genesys Server
  • The following DLLs from the Genesys Universal SDK/Platform SDK Suite need to be placed in the ServicePilot Windows Agent program directory (C:\Program Files (x86)\ServicePilot\ServicePilot ISM Enterprise by default).

      <pre><code>
      Genesyslab.Platform.Commons.Connection.dll
      Genesyslab.Platform.Commons.dll
      Genesyslab.Platform.Commons.Protocols.dll
      Genesyslab.Platform.Reporting.Protocols.dll
      </code></pre>
    
  • The Genesys Stat Serv needs to be configured to collect information requested by ServicePilot. A Genesys trained consultant can use the following content of a StatServer.cfg file to configure and restart a Genesys Stat Serv component for use by ServicePilot:

      <pre><code>
      [TimeProfiles]
      xOneDay,Growing=0:00
      [ReceivedIncomingCalls]
      Category=TotalNumber
      Description=N Total appels Reçus
      MainMask=CallEntered
      Objects=Queue, RoutePoint, GroupQueues
      Subject=DNAction
      [DistributedCalls]
      Category=TotalNumber
      Description=N Total appels Distribués
      MainMask=CallDistributed
      Objects=Queue, RoutePoint, GroupQueues
      Subject=DNAction
      [AbandonedCalls]
      Category=TotalNumber
      Description=N Total appels Abbandonnés
      MainMask=CallAbandoned
      Objects=Queue, RoutePoint, GroupQueues
      Subject=DNAction
      [AnsweredCalls]
      Category=TotalAdjustedNumber
      Description=N Total appels Répondues
      MainMask=CallAnswered
      Objects=Queue, RoutePoint, GroupQueues
      Subject=DNAction
      [WaitingCalls]
      Category=CurrentNumber
      Description=N  Actuel appels Attente
      MainMask=CallWait
      Objects=Queue, RoutePoint, GroupQueues
      Subject=DNAction
      [MaxWaitingTime]
      Category=CurrentMaxTime
      Description=Temp Max  Actuel appels Attente
      MainMask=CallWait
      Objects=Queue, RoutePoint, GroupQueues
      Subject=DNAction
      [AvgWaitingTime]
      Category=CurrentAverageTime
      Description=Temp Moyen Actuel appels Attente
      MainMask=CallWait
      Objects=Queue, RoutePoint, GroupQueues
      Subject=DNAction
      [LoggedAgents]
      Category=CurrentNumber
      Description=N Actuel d agent logue
      Formula=
      MainMask=&#42;,~LoggedOut
      Objects=Agent, GroupAgents
      Subject=AgentStatus
      [WaitingForCallAgents]
      Category=CurrentNumber
      Description=N Actuel d agent pret
      Formula=
      MainMask=WaitForNextCall
      Objects=Agent, GroupAgents
      Subject=AgentStatus
      [NotReadyForCallAgents]
      Category=CurrentNumber
      Description=N Actuel d agent en retrait
      Formula=
      MainMask=NotReadyForNextCall
      Objects=Agent, GroupAgents
      Subject=AgentStatus
      [PostCallAgents]
      Category=CurrentNumber
      Description=Nb Actuel d agent en post appel
      Formula=
      MainMask=AfterCallWork
      Objects=Agent, GroupAgents
      Subject=AgentStatus
      [ReceivedIncomingCalls]
      Category=TotalTime
      Description=Temp Total logue
      Formula=
      MainMask=&#42;, ~LoggedOut,~NotMonitored
      Objects=Agent, GroupAgents
      Subject=AgentStatus
      </code></pre>
    
  • ServicePilot Requirements

    • ServicePilot Manager minimum version: 8.5
    • ServicePilot Windows Agent Minimum version 8.5 installed and configured

Installation

Before adding a resource to monitor, make certain that all pre-requisites are in place and if a ServicePilot Agent is required, that it is communicating correctly with the ServicePilot Manager.

Add resource using Views Configuration web interface

  1. As an administrative user of ServicePilot, open the ServicePilot web interface.
  2. Navigate to Administration. The Configuration > Views web page will open.
  3. Click on the view in which to place the new resource in the Views hierarchy on the left of the interface. The View editor section will show the existing view contents.
  4. From the Packages list on the right of the interface, click and drag the voip-genesys package into the View editor and let go.
  5. The Package properties dialog box will open to allow resource configuration.
  6. Click OK to close the Package properties dialog box. Note that the dialog box will not close if required parameters are not set.
  7. Click Save to apply the new resource to ServicePilot configuration.

Key field notes

  1. In the Monitoring Policies tab, specify the policy or policies to apply to the package

  2. Basic Parameters tab:

    1. IP address/FQDN: Specify the IP address, host name or FQDN for the Genesys Stat server, as resolvable by the machine on which the ServicePilot Agent is running
    2. Port: Specify the port for the Genesys Stat server SDK API access
  3. Collection Settings tab:

    1. Tenant (Optional): Specify the tenant indicator to collect statistics for this tenant