Genesys – How to customize log events?

In this post, we will see how to customise log events in Genesys environment. For more information about log events customization, refer my last post here

For this, we will consider URS log event 15-20003 as below

URS Log Message

URS Log Message

As you can see from picture above, this is ‘INTERACTION’ level log and going to configure this as ‘STANDARD’ level.

Configuration Steps

Steps to configure log event customization is as below

  1. Configure section ‘log-extended’ in application options, if not available already
  2. Create new option ‘level-reassign-20003’ and set value as ‘standard’. Here 20003 indicates log event id and valid options are as below
    • alarm – log level will be set to Alarm.
    • standard – log level will be set to Standard.
    • interaction – log level will be to Interaction.
    • trace – log level will be set to Trace.
    • debug– log level will be to Debug.
    • none – log will not be recorded
  3. Optional Configuration. Create option ‘level-reassign-disable’ and set value to ‘false’. This is useful as setting this value to ‘true’ disables log event customizations for this application.
Log Event Customisation

Configuration Options

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Comments: 3

  1. Rakesh Kumar June 29, 2015 at 2:11 pm Reply

    Hi Lucky,

    Currently we are experiencing one issue on GAD. agent is unable to transfer call on other agent using agent login ID on GAD.
    error “agent2 doset not assing to any voice DN” showing on agent1 GAD screen. can you help to find solution

    • blakshmikanth June 30, 2015 at 12:31 pm Reply


      It is hard to say without environment details and logs. Sometimes, this issue was caused due to insufficient license and you may want to check license issues during login.

      If you still face issue, post your log and environment details


      • Midhun Suja July 4, 2015 at 7:37 pm Reply

        Check if the second agent has got a Voice DN, registerted with the T-server under his place ID. Monitor his place ID either with CCPulse or with server logs and make sure agent2 is having a voice DN assosiated with his place ID.

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