Product: Genesys CTI Suite
Module: Outbound
Application: OCM, GAD
When there is a HA active hot standby OCS server, following scenario may occur
1. OCS fail-over to hot standby node
2. Although there are active campaigns loaded, and active, agent login to GAD browser will not able to see any active campaign
Root cause:
When OCS server fail-over, the secondary OCS server was unable to connect to Genesys Stat server. Therefore, it causes GAD not showing any active campaign
Resolution:
Ensure OCS server can connect to Genesys Stat server. Bounce Stat server first, follow by OCS server if needed, such as process used up too much memory. This could be the fastest time to resolution as compare to spend time to determine and terminate the process which cause the trouble.
In PROD environment, utilities are often not install to determine the root cause, or perform these effective analysis, and resolution. If this applies to your setup, bouncing is the first option, while install the utilities will be pro-active measure
Showing posts with label GAD. Show all posts
Showing posts with label GAD. Show all posts
2011-10-31
Genesys Log Analysis Tips #2: PowerShell
Software Component: Genesys Outbound Contact Server
Following example demonstrate searching OCS log for list of campaign. This can easily be changed to display CPD port, agent, extension, calling list, etc.
This command search log gad_1_20111031_000000_001_1.log with following criteria:
1. Contain word "Name:GSW_CAMPAIGN_NAME" which basically capture all outbound campaign name
2. Select the output, and hide the line number. Select-String will always return file name, line number, and the search result, which is too long. In this example, I only searching 1 file, so file name is not important
3. Sort the output alphabetically
4. Display unique campaign name, so that duplicate campaign name won't be shown
Select-String -path gad_1_20111031_000000_001_1.log -pattern "Name:GSW_CAMPAIGN_NAME" | select-object Line | Sort-Object Line -Unique
Following example demonstrate searching OCS log for list of campaign. This can easily be changed to display CPD port, agent, extension, calling list, etc.
This command search log gad_1_20111031_000000_001_1.log with following criteria:
1. Contain word "Name:GSW_CAMPAIGN_NAME" which basically capture all outbound campaign name
2. Select the output, and hide the line number. Select-String will always return file name, line number, and the search result, which is too long. In this example, I only searching 1 file, so file name is not important
3. Sort the output alphabetically
4. Display unique campaign name, so that duplicate campaign name won't be shown
Select-String -path gad_1_20111031_000000_001_1.log -pattern "Name:GSW_CAMPAIGN_NAME" | select-object Line | Sort-Object Line -Unique
This can provide a quick glance on what campaign is running, and interact by agents in GAD
Line
----
.Name:GSW_CAMPAIGN_NAME Value:Inbound
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_1
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_2
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_3
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_4
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_5
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_6
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_7
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_8
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_9
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_a
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_b
Line
----
.Name:GSW_CAMPAIGN_NAME Value:Inbound
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_1
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_2
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_3
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_4
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_5
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_6
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_7
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_8
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_9
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_a
.Name:GSW_CAMPAIGN_NAME Value:Test_Campaign_b
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