Course Overview
The Customer Interaction Management Platform (CIM) 8.1 Troubleshooting workshop teaches techniques for maintaining and troubleshooting T-Server, Stat Server, Universal Routing Server (URS), and Orchestration Server (ORS)—all major components of Genesys CIM. Students use specialized technical support tools and utilities to analyze application logs and complete hands-on troubleshooting exercises. The course includes sufficient technical content and details on T-Server, Stat Server, URS, and ORS functionality to allow students the opportunity to understand how these components operate when functioning normally. Armed with this information, students can then attempt to tackle troubleshooting tasks related to these components when problems arise.
Duration- 4 days
Prerequisites
Courses Required-
- Framework, Routing and Reporting 8.5 Foundation (FRR85-FND)
- Framework, Routing and Reporting 8.5 Technical Operations (FRR85-OPT)
- Framework, Routing and Reporting 8.5 Administration (FRR85-ADM)
Skills Required-
- Familiarity with Genesys Framework
- Prerequisite courses above
- Working knowledge of the following Genesys server components in a production environment is strongly recommended to get the maximum benefit from the course content- T-Server, Stat Server, Universal Routing Server, and Orchestration Server
Audience Profile
The Customer Interaction Management Platform (CIM) 8.1 Troubleshooting workshop is intended for Partners, Tier I Tech support, CTI administrators, engineers, and other technical staff involved in the maintenance and troubleshooting of Genesys solutions. In addition, this course is also of benefit to Genesys Professional Services and Solution Architects.
Learning Objectives
Upon accomplishment of this course, you will be able to-
- Identify the parts of a log file and their intended functions.
- Describe the internal processes used by T-Server, Stat Server, Universal Routing Server (URS), and
- Orchestration Server (ORS)
- Interpret T-Server, Stat Server, URS, and ORS log files
- Troubleshoot common problems related to T-Server, Stat Server, URS, and ORS
Content Outline
- Component Overview
- T-Server Troubleshooting Module
- T-Server Internals
- T-Library Messages
- T-Library Call Model
- T-Server Requests and Events
- Stuck Calls
- ISCC Introduction
- ISCC Call Overflow (COF)
- ISCC Call Data Transfer Service
- Troubleshooting ISCC
- Introduction to Stat Server
- Stat Server Action and Status Model
- Stat Server Statistical Model
- Stat Server API
- Stat Server Log
- URS Introduction and Log Basics
- URS Interaction Handling Basics
- URS Strategy Execution
- URS Problem Scenarios
- Orchestration Server Troubleshooting Module
- Orchestration – Executing a Routing Application
- Orchestration Server Problem Scenarios
FAQs
The Customer Interaction Management Platform (CIM) 8.1 Troubleshooting workshop teaches techniques for maintaining and troubleshooting T-Server, Stat Server, Universal Routing Server (URS), and Orchestration Server (ORS)—all major components of Genesys CIM. Students use specialized technical support tools and utilities to analyze application logs and complete hands-on troubleshooting exercises. The course includes sufficient technical content and details on T-Server, Stat Server, URS, and ORS functionality to allow students the opportunity to understand how these components operate when functioning normally.
The Genesys Customer Interaction Management Platform is the core of the Genesys solution suite. It delivers a single environment for designing, deploying, & managing real-time customer interactions.
A 500 internal server error is, as the title implies, a general issue with the website's server. More than likely, this indicates there's an issue or temporary glitch with the website's programming.
To attend the training session you should have an operational Desktops or Laptops with required specification along with good internet connection to access the labs.
Technical issues are unpredictable and might occur with you as well. Participants have to ensure that they have the system with required configuration with good internet speed to access online labs.
If the problem still persists or you face any challenge during the class then you can report to us or your trainer. In that case Radiant would provide you with the recorded session of that particular day. However, those recorded sessions are not meant only for personal consumption and NOT for distribution or any commercial use.
Radiant Techlearning offers training programs on the weekday, weekend and a combination of weekdays and weekends. You can always choose the schedule that best suits your needs.
Once we receive your enrollment request, we will share the enrollment details with you to select and complete the enrollment process.
You can always email us on the below email address (whichever applicable) to know the upcoming schedule for a specific technology training program.
Individual- training@radianttechlearning.com
Corporate- Corporate@radiantechlearning.com