AuditGen technical overview. Presenation covering the features, interfaces, architecture as well as performance and security aspects of the AuditGen solution

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“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 !

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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-Tenant
Multi-User
Multi-Language
Notification calendars
Notification Rules • Custom & flexible calendars shared among users
• Custom rules for various notification areas
AuditGen
License
Reporting
Agent login activity

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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

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Web Server
IIS Webserver
AuditGen Web
Application
AuditGen
Core Service
Genesys
CS Proxy
Genesys
Config Server Genesys
SIP/IXN Server
Genesys
TServer
Genesys
Message Server
Genesys
StatServer
AuditGen DB
MS 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

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AuditGen
Core Service
Genesys
CS Proxy
Genesys
Config Server Genesys
SIP/IXN Server
Genesys
TServer
Genesys
Message Server
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 NOT
dependent on log events being written into it.
No dependency on Genesys
Config nor Log databases!
Connections only based on
standard Genesys APIs

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IIS- AuditGen
Web application
LB - Reverse Proxy
LB
AuditGen
Data Service
AuditGen
Core Service
AuditGen_Users AuditGen
Genesys
Config Server
Genesys
SCS
Genesys Message
Server
Genesys
StatServer
Genesys
TServer/SIPServer
Genesys LCA
Middleware – Genesys suiteMiddleware – Cluster SGBD
Primary
LB
IIS- AuditGen
Web application
AuditGen
Data Service
AuditGen
Core Service
Genesys LCA
Backup
http
TCP/IP TCP/IP
TCP/IP -HA
TCP/IP
HTTP(S)
Internet browser
HA Architecture

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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 configuration
Server or CS Proxy (CS proxies support direct LDAP authentication since version
8.1).

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Business Continuity
What happens when AuditGen components get disconnected from customer’s
Genesys 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 the
Genesys configuration layer to (re-) initialize its configuration data. This process allows
loading the delta of any missing data that might have been added, changed or deleted while
the 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 a
full comparison of changed attributes, options, values, permissions etc. to highlight the
discrepancies 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 any
other changes (addition, deletion, update of agent skills, Option or Annex tabs of all objects)

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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- to
Genesys message server events to get change notifications and only uses the
Genesys PSDK methods to retrieve configuration data from configuration server.
AuditGen scheduled agent -bulk- skill updates are submitted to an intelligent
procedure checking the CPU load of the configuration server to execute
scheduled agent configuration changes only when below a specified threshold.
AuditGen works perfectly with a connection to a dedicated Confserv Proxy and a
message server which minimizes any impact on the performance of the Genesys
core components.

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What’s the performance ‘foot print’ of the AuditGen solution?
Browsing configuration changes is entirely done on AuditGen database and has
nearly zero impact on customer’s configuration server or any other Genesys
component.
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 config
servers, TServer or Statserver are submitted to access permissions and privileges
defined in Genesys.
AuditGen has built-in filters and mechanisms to avoid retrieving large
configuration data when accessing the relevant modules.
Performance ‘Foot Print’ (2/2)

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• 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 on
the « Empty Client » paradigm:
Client scripting –by design- cannot
control the server behavior, simply
because the responsibilities of the
client 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.

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• 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 user
interface 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 to
securely support multi-customer implementations with segregated access to their respective
configuration 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)

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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

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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

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Questions
Please send your questions to
support@auditgen.com