This page was last edited on December 24, 2020, at 17:38.
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Once you receive your Workbench Remote Alarm Monitoring license key from Genesys Customer Care, use the steps below to activate your subscription:
Once the Workbench IO Application Service has been restarted the Customer Name and License Expiration Time fields will be auto-populated, this is an indicate of successful communication between the on-premise Workbench instance and the Remote Alarm Monitoring Service.
From here on the supported Workbench RAM Alarms will be transitioned to the RAM Service and intelligently routed into Genesys Customer Care and subsequently a Genesys Customer Care Analyst, from there a Genesys Support Case will be raised by the Genesys Analyst..
The image below provides some content on RAM configuration:
Use the Alarm Console to view which Alarms were routed to the Remote Alarm Monitoring Service, utilise/show the "Sent to RAM Service" column to visualize when the alarm was sent from Workbench to the RAM service.