Alcatel Genesys 7.5 Installations- und Betriebshandbuch

Course Details

Workforce Manager Troubleshooting Workshop 7

WFT 7 1 30-Jan-08

Course Information

Code: WFT

Number of Days: 3

Instruction Method: Instructor-led

Genesys Software Version Used in Class: 7.5

This course uses Genesys software version 7.5 and it is also effective for

students using version 7.2 or an earlier version of 7.x.

Course Description

Workforce Manager Troubleshooting Workshop gives students an in-depth view

of the components of Genesys Workforce Manager (WFM). The workshop is a

mixture of theory and hands-on practice. It includes the following topics: WFM

Data Aggregator, Web Server, WFM Server, WFM Reports, WFM Builder, and

WFM Client. Additionally, students can bring one or two questions from their

installation on which to work as a troubleshooting project.

Who should take this course?

Workforce Manager Troubleshooting Workshop is intended for system

administrators, system integrators, and other technical roles involved in the

planning, configuration, and maintenance of Genesys Workforce Manager.

Note: This course is not intended for Forecasters and Schedulers of the WFM

application.

Recommended Skills & Knowledge:

•At least three months experience supporting and maintaining a Genesys

Workforce Manager installation (recommended six months)

Course Prerequisites

•Framework Overview (FRO) or Universal Routing and Solution Reporting

Overview (RRO)

•Optional: Configuring, Forecasting, and Scheduling with Workforce

Manager (WFP)

Workforce Manager Troubleshooting Workshop 7

WFT 7 2 30-Jan-08

Course Objectives

After completing this course, a student will be able to:

•Describe the internal processes used by Workforce Manager applications

•Troubleshoot common problems related to Workforce Manager

functionality

•Interpret Workforce Manager log files

•Identify and address common problems that affect functionality,

performance and usability

WFT Course Topics

•WFM Servers

oServer Architecture and components

oLog action files

•WFM Data Aggregator

oLog action files

oDynamic and manual synchronization tasks

oApplication startup

•WFM Database Utility

oFunctionality: backup, restore, upgrade, cleanup

•WFM Web Server

oWFM Web upgrade steps

oTomcat Application Manager

•WFM Builder

oFunctionality: options

oLog action files

•WFM Integration API

oAPI options

•WFM Routing

oConfigure and assess

•Troubleshooting

oCommon Configuration Problems

oWFM Architecture issues

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