AuditGen Technical Overview

All rights reserved © www.AuditGen.com

“The ultimate solution for

the Technical and Operational Audit

of your Genesys Contact Centre platform”

It’s all about operating your contact Centre platform more efficiently!

AuditGen is more than just a solution for configuration audit trail !


AuditGen Modules

• CPU/MEM capture & reporting• Platform CAPS capture & reporting• StatServer Load metrics

• Configure, schedule and track option changes for all transaction object types

• Plan single as well as recurrent changes based upon custom schedules

User Notifications

Audit Business Configuration

Configuration Audit Trail

Multiple Configuration Reports

System Notifications

Multiple Audit Reports

Audit Agent Reports

Agent Configuration Manager

Transaction List Manager

Automated Jobs

• Configuration reference report• Applications configuration• Transaction list options• Campaign/calling list• VAG Skill expressions• Places/Extensions• Permissions

• Application status• Extension/License usage• Extension state reporting• Application errors• Infomart jobs• Audit Environment’s Applications

• Track & display changes within context• Dynamic reports aggregation levels• Dynamic charts: config change history• Smart rollback features

• Integrated Genesys SCI alarms• SNMP traps

• Email notifications• SMS alerts

• Audit agent configuration discrepancies

• Audit DN configuration discrepancies

• Disconnect/logout agents remotely

• Agent matrix reports

• Configure, schedule skill, access group, capacity rule changes

• Plan single and recurrent changes based upon schedules

AuditGen

Operational Audit

AuditGen

Notifications

AuditGen

Technical Audit

Multi-TenantMulti-UserMulti-Language

Notification calendarsNotification Rules • Custom & flexible calendars shared among users

• Custom rules for various notification areas

AuditGen

License Reporting

Agent login activity


Genesys Interfaces

AuditGen interfaces to Genesys Config Server to get object configuration details and execute scheduled configuration updates

AuditGen interfaces to Genesys Stat Server to subscribe for statistic and support business metric notifications (optional)

AuditGen interfaces to Genesys TServer/SIP Server/Ixn Server to get real time agent status events

AuditGen interfaces to Genesys Message Server to track configuration changes and generate business alarms & interface to SCS to get Host metrics.

AuditGen

Genesys

Statistics Layer

Genesys

Config Layer

Genesys

Mgment Layer

Genesys

Media Layer

All interfaces are built using Genesys standard methods of the Platform SDK


Web Server

IIS Webserver

AuditGen Web Application

AuditGenCore Service

Genesys CS Proxy

Genesys Config Server Genesys

SIP/IXN Server

Genesys TServer

Genesys Message Server

Genesys StatServer

AuditGen DBMS SQL/Oracle

Platform SDK

Premise Architecture (single environment)

Genesys Server components AuditGen components

AuditGen Data Service

Genesys compliant architecture

STATLIB (optional)

SQL/PLSQL

WCF

WCF WCF

SQL/PLSQL

TLIB (optional)CFGLIB

MNGLIB



Genesys CS Proxy

Genesys Config Server Genesys

SIP/IXN Server

Genesys TServer


Genesys StatServer

Platform SDK

Architecture: Advantages

Genesys Server components AuditGen components

AuditGen has major advantages over other solutions:

AuditGen does NOT interface directly to the Genesys Configuration database.It only uses the standard Genesys Platform SDK methods

AuditGen does NOT interface directly to the Genesys Log database and is NOTdependent on log events being written into it.

No dependency on GenesysConfig nor Log databases!

Connections only based on standard Genesys APIs


IIS- AuditGenWeb application

LB - Reverse Proxy

LB

AuditGenData Service


AuditGen_Users AuditGen

Genesys Config Server

Genesys SCS


Genesys StatServer

Genesys TServer/SIPServer

Genesys LCA

Middleware – Genesys suiteMiddleware – Cluster SGBD

Primary

LBIIS- AuditGen

Web application

AuditGenData Service


Genesys LCA

Backup

http

TCP/IP TCP/IP

TCP/IP -HA

TCP/IP

HTTP(S)

Internet browser

HA Architecture


LDAP Integration

AuditGen supports external authentication against LDAP Active Directory

With the LDAP integration, AuditGen users can :• Use the same External User IDs configured within LDAP and also used by

Genesys configuration server.• Authenticate against the LDAP using their passwords that are managed

within LDAP Active Directory.

AuditGen manages external authentication through Genesys configurationServer or CS Proxy (CS proxies support direct LDAP authentication since version8.1).


Business Continuity

What happens when AuditGen components get disconnected from customer’sGenesys environment?

Network disconnections or hardware outages can never be totally avoided.So how does the AuditGen solution handle such scenarios to ensure business continuity?

When AuditGen starts-up or recovers from a HW or network outage, it connects to theGenesys configuration layer to (re-) initialize its configuration data. This process allowsloading the delta of any missing data that might have been added, changed or deleted whilethe AuditGen solution was disconnected from Genesys configuration and management layer.AuditGen does this through its unique bi-directional full check mechanism:

AuditGen checks and recovers both added and missing objects and performs in addition afull comparison of changed attributes, options, values, permissions etc. to highlight thediscrepancies compared to the latest records of each configuration object.

AuditGen detects all changes done during the time it has been disconnected from Genesys:Added objects, Deleted Objects, Permission changes, Application Account Changes and anyother changes (addition, deletion, update of agent skills, Option or Annex tabs of all objects)


Performance ‘Foot Print’ (1/2)

What’s the performance ‘foot print’ of the AuditGen solution?

AuditGen has various modules that interface with different Genesys components

For configuration audit purposes, AuditGen listens –in Read Only mode- toGenesys message server events to get change notifications and only uses theGenesys PSDK methods to retrieve configuration data from configuration server.

AuditGen scheduled agent -bulk- skill updates are submitted to an intelligentprocedure checking the CPU load of the configuration server to executescheduled agent configuration changes only when below a specified threshold.

AuditGen works perfectly with a connection to a dedicated Confserv Proxy and amessage server which minimizes any impact on the performance of the Genesyscore components.


What’s the performance ‘foot print’ of the AuditGen solution?

Browsing configuration changes is entirely done on AuditGen database and hasnearly zero impact on customer’s configuration server or any other Genesyscomponent.

The AuditGen data stream (XML stream) is compressed (zipped) in order to:

• Lower network ‘foot print’ of the data exchange between components

• Minimize the database storage ‘foot print’ of configuration data (keys/values)

AuditGen modules that provide direct access to the current or other configservers, TServer or Statserver are submitted to access permissions and privilegesdefined in Genesys.

AuditGen has built-in filters and mechanisms to avoid retrieving largeconfiguration data when accessing the relevant modules.

Performance ‘Foot Print’ (2/2)


• Connection strings• Business logic• User interface

flow/Logic• Credential/Tokens• Consuming Services• Sensitive data

ClientServer

Client• Connection strings• Business logic• User interface

flow/Logic• Credential/Tokens• Consuming Services• Sensitive data

Server

AuditGen web application is built onthe « Empty Client » paradigm:Client scripting –by design- cannotcontrol the server behavior, simplybecause the responsibilities of theclient are limited to:

Rendering client user interface

Sending client events to the server (which validates the events and parameters based upon current user credentials)

Accepting server instructions and re-rendering user interface parts

Standard web applications

AuditGen Server/web application

“empty client”

Security Aspects (1/2)

• Business logic• User interface

flow/Logic• Consuming Services• Sensitive data

Firewall

Firewall

In addition, client access can be secured to run over SSL.


• Web client doesn’t generate any code at runtime, the code on client side is well known and static.

• Events generated by the web application as well as instructions sent by the server do reflect userinterface behavior and never applicative logic which is uniquely handled by the AuditGen server

Client/Server architecture security aspects

Connection security aspects

• AuditGen supports TLS (Transport Layer Security)

• The AuditGen application uses its own and separate credentials to read configuration data

• Any configuration updates done through AuditGen are executed with the logged-in user credentials (not the application user) and are submitted to Genesys own permission model

• AuditGen stores Genesys passwords in encrypted format (No plain text values in files or DB tables)

Architecture security aspects

• By design, AuditGen has a separate database schema for users and group management tosecurely support multi-customer implementations with segregated access to their respectiveconfiguration data history

Application security aspects• AuditGen is a role based application and has its own permission model to manage access to its

various modules. AuditGen admin interface allows management of its user groups and users

Security Aspects (2/2)


Web Interface

• Multi-browser

• Multi-Environment /Customer

• Multi-tenant

• Multi-User

• Multi-lingual (English, French, German)

• Multi-theme

• Intuitive and easy navigation

• Genesys config context (object tabs)

• Expandable panels for optimal focus

control on specific screen areas

• Dynamic charts (cross browser compatible)

• Multiple pre-filled search and filter criteria

• Refresh capabilities without reloading the entire page

• Rich Web 2.0 HTML web interface with desktop equivalent UI richness and interactivity

– Control column sorting (click on headers)

– Move column positions (drag and drop)

– Resize columns (drag and resize)

Driven by the highest ergonomics and usability standards


What makes AuditGen compliant with Genesys

AuditGen fulfills compliance requirements with Genesys through:

• Offering value added and complementary modules for the Genesys product suite

AuditGen is technically compliant with Genesys guidelines:

AuditGen features and interfaces with Genesys components are built using Genesys Platform SDK

AuditGen encrypts stored passwords (AuditGen and Genesys passwords)

AuditGen access privileges to your Genesys platform are managed by Genesys Access Group permissions

AuditGen interface displays configuration data in CME/Administrator like tabs

AuditGen currently supports the latest Genesys major software releases

Technical compliance with Genesys


Questions

Please send your questions to [email protected]

mailto:[email protected]

Software

AuditGen Technical Overview