Log File Management Tool (LFMT) and its architecture.

Log files are an integral part of Genesys software, and they are the main  sources of information when troubleshooting application issues. The faster that relevant, accurate, and consistent log files are provided, the sooner an issue can be resolved. However, many problems can occur when trying to retrieve the log files necessary for troubleshooting. Common problems include:

  • The logs for the time when the problem occurred have been overwritten or otherwise lost.
  • Logs delivered are not within the event time frame.
  • Log files provided were created with log levels not detailed enough for the investigation.
  • The set of logs provided is inaccurate or incomplete for various reasons, including
  • Could not find or did not have access to some log file locations.
  • Time differences between hosts made it difficult to identify the correct log files.

The Log File Management Tool utility is intended to minimize these issues, and thereby reduce the time required to resolve customer problems.

LFMT Overview

The LFMT has two components, the LFMT Server and the LFMT Client.

The LFMT Server performs these functions:

  • Periodically copies snapshots of the log files for the Genesys applications you define during initial LFMT setup.
  • Compresses the copied log files and transfers them to a central Log File Server in your network.
  • Allows you to specify retention settings for the copied log files on the Log  File Server, based on storage available on the Log File Server and/or the likely time period for which logs might be required if a problem occurs with a given Genesys application log files.
  • Indexes the copied log files on the Log File Server by product and timestamp.
  • Retains a set of the copied of the log files for each Genesys application according to your configuration settings.

The LFMT Client allows you to:

  • Configure the index settings for the copied log files stored on the Log File Server.
  • Specify the log files to be packaged and transferred to Genesys Customer Care.
  • Upload packaged log files directly to the FTP folder associated with a Genesys Customer Care Case.

The Log File Management Tool Server, also called the LFMT Server, consists of the following:

  • Log Collector, which collects the log files for storage in the Central Log Storage (CLS) repository.
  • Central Log Storage (CLS) repository, the central repository in which all log files for all applications using the tool are stored.
  • Log Indexer, which monitors the CLS repository, and indexes the files as they arrive at the CLS. The Log Indexer also scrubs the files, meaning that all sensitive information in the log is removed or masked before being stored.
  • LFMT Database, the central repository where all the copied log files are stored.

In addition, actual file compression and transfer is performed using RSYNC, a highly efficient file transfer mechanism that maximizes throughput while minimizing bandwidth. RSYNC must be installed on each host that is running an application for which you want to use the LFMT to collect copies of log files.

LFMT

Log File Management Tool Client :The LFMT Client is a Genesys Administrator Extensions (GAX) plug-in. It is  a web server application that provides the interface through which you specify the log files to retrieve, package, and upload to a given location. The LFMT Client passes your requests to the LFMT Server, which retrieves the specified files, assembles them into a package, and uploads the package to the specified  location. Furthermore, the LFMT Client allows for configuration of specific LFMT Server functions such as log collection intervals, indexing, and scrubbing.

Our resource planning based on following factors.

  • Collection Method
  • Log File Generation Rate
  • Network Bandwidth Utilization
  • Disk Storage
  • CPU
  • Memory
  • Logging Levels

We need a separate servers for LFMT with good amount of storage, CPU & I/O etc, Server Sizing based on following factor.

  • Number of sites.
  • Number and names of Genesys applications residing at each site.
  • Number of application servers with logging to a directory enabled.
  • Number of application servers without logging to a directory enabled.
  • Volume of logs generated per application per site per day for a duration of one week.
  • Number of calls generated per day per site for the same week.
  • Total storage allocated for logging per application and per host.
  • The log retention period set per application.
  • Current logging level for each application.
  • Any constraints that apply to a change in logging levels for each application.
  • Any governance or legal requirements that apply to logging level.
  • Known peak times per day and per week.
  • Any scheduled task or automated process to move logs to a central repository or backup location in your network.

 System Security Requirements:

  • Open the following internal ports between the LFMT Server and the  Genesys application servers. This is needed for RSYNC to talk to Genesys application servers.
    • Port 22 for SSH—Required for LFMT ongoing operation
    • Port 135 for WMI—Required only during LFMT installation and configuration
  • Open the following external ports for the LFMT Server to send log packages to the Genesys FTP server, or to a partner server if a partner is providing some support.
    • Ports 20 and 21 for FTPS—Required for LFMT ongoing operation b. Port 8080 for Tomcat
    • Port 5432 for PostgreSQL—Required only if on a different host than the LFMT Serverreate a Windows account with Administrator privileges on the server running Genesys Administrator Extension and LFMT.
  • Create a Windows account with Administrator privileges on the server running Genesys Administrator Extension and LFMT.
  • Consider assigning a dedicated NIC on each Genesys application server for the LFMT Server—recommended but not required.
  • The LFMT Server must be able to resolve DNS addresses for all Genesys application hosts and vice versa.