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.

For more details download the Course Brochure: Course Details CIM81-TS PDF.

Course Objectives:

After completing this course, a student 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

Target Audience:

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.

Course Prerequisites:

Courses Required

• Framework 8 Foundation (FWK81-FND)
• Framework 8 Deployment (FWK81-DPL)
• Inbound Voice Routing and Solution 8 Reporting Deployment: Inbound Voice Routing 8 Foundation (Vol. 1), Routing Deployment (Vol. 2), and Solution Reporting Deployment (Vol. 3) (IRR8-DPL)

or

• 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.

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.