Genesys T-server logs

[vjicecool]

Whats a good method to understand T-server logs
If there is a problem, how to identify it using t-server problems
like db extracts or ACD issues, can any one tell me any good document from genesys labs

[cavagnaro]

If you understand architecture and call flows then you should be able to analyze logs, there is no document that tells you: "if you have a transfer problem look for this..." or similar stuff...
What you should do is learn and read the TServer deployment guide for your TServer and then the Events and Models Reference Manual, also the Combined Log Events may help

[vjicecool]

"Events and Models Reference Manual"

Thank you, i appreciate your help

[genesysguru]

Kazimir

http://www.cccbusiness.com/genesysUtilities.htm

[Kevin S]

Concur with Cav.
Take a simple call flow, and place test calls to it from a known number, then trace the call. Try different testing scenarios (agent available, agent not available, abandon during treatment, etc). Get to know what is "normal" in a successful call flow - then you can recognize what is not supposed to be there.

Almost every important component in the call flow includes the ConnID - so this is one of the first things you should identify when researching a call.

One of the things I added to our call flow was a Log Comment component - using Macros and the Print function - so I could put custom messages into the logs to determine which path the call flow may have taken. It also gives me "milestones" to search for - if I know I got through the call up to Comment E but didn't reach Comment F, then I know the issue is between E and F in the strategy.


For reference, the macro is:
Print[Cat[ConnID[],Cat[':PRINT:',Message]]]

You can print values of variables with it if you play with the quotes.