COUR SE OVER VIEW

PR ACTICE QUESTION S

N EXT STEPS

Exam Overview

Curriculum Path

Exam Delivery

Exam Objectives

Practice Questions

Exam Resources

Study Guide Answers

Genesys Certified CIM8 Troubleshooting forSupport Study Guide

The Genesys Certified CIM8 Troubleshooting for Support certification validates the candidate's

comprehensive understanding of the Genesys Framework 8 architecture and support practices. The exam

covers Inbound Voice Routing 8 and Solution Reporting 8 components related to the inbound routing of voice

interactions.

A Genesys Certified Support – System Consultant for CIM8 Troubleshooting is recognized as having

achieved a foundation knowledge in basic troubleshooting and maintenance of Genesys Inbound Voice

products.

Page 1 of 7

Exam Overview

Copyright and trademark information –

Genesys University Copyright © 2003-2018 Genesys Telecommunications Laboratories, Inc. All rights reserved. No part of thisbook may be reproduced or transmitted in any form, by any means (electronic, photocopying, recording, orotherwise)without the prior written consent of the publisher.

Limit of Liability/Disclaimer of WarrantyReasonable effort is made to ensure that the information in this document is complete and accurate at thetime of printing. The publisher makes no representation or warranties with respect to the accuracy orcompleteness of contents of this book and specifically disclaim any implied warranties of merchantabilityor fitness for a particular use and shall in no event be liable for any loss of profit or any other commercialdamage, including but not limited to special, incidental, consequential, or other damages. Changes and/or corrections to the information contained in this document may be incorporated in futureversions. Configurations of system hardware and software in this manual are for illustrative purposes only.Actual system installations will be based on the needs of your individual company.

Trademarks

Windows and Windows NT are registered trademarks of MicrosoftCorporation, Inc. All other trademarks andtrade names referred to in this course book are the property of their respective companies. Genesys Telecommunications Laboratories, Inc.2001 Junipero Serra BoulevardDaly City, CA 94014Telephone/Fax (844) 274-5992www.genesys.com 

The following courses, while not required, are highly recommended as part of

your preparation for the certification exam.

Courses Recommended: 

Training is available @

https://beyond.genesys.com/explore/course/cim-platform-81-troubleshooting

Page 2 of 7

Curriculum Path

Framework Routing & Reporting Foundation (FRR85-FND)

Framework Routing & Reporting Administration (FRR85-ADM)

CIM Platform 8 Troubleshooting Workshop

Page 3 of 7

Exam Delivery

Type of Exam –

Multiple Choice, Multiple Select, True/False, Matching Questions 

Certification Level –

Professional 

Passing Score –

Genesys Certification exams scores are based on a point scaling system that is

widely used in the industry. The pass mark for your exam will be displayed in the

exam details when you register for the exam in webassessor.com.

Exam Language –

 Examination will be available in English only.

Test Duration –

Total Duration of the exam will be 120 minutes.

Exam Mode –

You can take this exam in two ways: 

Test center proctored 

 Online proctored

The Genesys Certified CIM8 Troubleshooting for Support certificationincludes the following objectives:  

Page 4 of 7

Exam Objectives

CIM Platform

CIM Platform Overview

ADDP

T-Server and ISCC

T-Server:

T-Server Overview

Explain how the T-Server performs its functions

T-Library

Call Model 

Requests and Events 

Explain Request and Event types

Explain Event and Request messaging in the T-Server log

Stuck Calls

Inter Server Call Control (ISCC)

Stat Server

Stat Server Overview

The Stat Server Action and Status Model  

Configuring Stat Server Application 

The Stat Server log file

Universal Routing Server

Universal Routing Server

URS Log Analysis 

URS Requests 

URS Strategy Execution 

URS Interaction Distribution

Orchestration Platform

Orchestration Server Architecture

ORS Features 

ORS Logging

SCXML Application Execution

Orchestration Platform: CIM Component Troubleshooting

Page 5 of 7

Practice Questions

Question

01/25

Typically, the most likely reason that T-Server would fail to start is inability to connect to the

License Manager. (True/ False)

True

False

Question

02/25

What are T-Library (or T-Lib) messages? (Choose Three)

They are the communication protocol used by T-Server and clients

They allow requests to be sent from T-Server to its clients

 They consist of Events and Requests

They have categories such as General, Registration, Call-Handling, and Transfer/Conference

Question

03/25

Which of the following is (are) valid Event Distribution Types? (Choose Three).

send_to_client

distribute_event

distribute_request

distribute_response

Question

04/25

If T-Server is unable to fulfill a request, it sends back EventError with the same

AttributeReferenceID as the request. (True/ False)

True

False

Question

05/25

In general, what does a T-Server log show?

Shows requests from clients

Shows messages sent to the PBX

Shows messages received from the PBX

Shows events sent to clients

All of the above

Question

06/25

Select the option that is NOT a statistic "type" identified for Stat Server?

Average

Percentage

Maximum/Minimum

Persistence

Summary

Question

07/25

Actions can be classified based on the DN type.  (True/ False)

True

False

Question

08/25

A "Statistic" is a returned value of a Metric, measured against configured Objects IDs.(True/

False)

True

False

Question

09/25

Which is NOT a supported object type in Stat Server?

RegularDN

Agent Group

Queue

Route Point

Port

Question

10/25

Which one of the following is NOT a valid method for a Stat Server Request?

OpenServer()

OpenStat()

PeekStat()

CollectStatInfo()

GetProfile()

Question

11/25

PeekStat is a request to get the value of a statistic. (True/ False)

True

False

Question

12/25

Match the Stat Server log file Message Type to its description

[SQL]

[Action]

[Client]

[Init]

[Server]

Shows database requests

Shows configuration changes and startupinitialization

Shows messages from T-Server

Shows requests/events

Lists durable actions for DNs

Question

13/25

 According to this log entry, multiple calls are waiting in the Queue. (True/ False)

True

False

Question

14/25

The verbose option and the _____________ section of the URS application work in

conjunction with each other.

Type your answer here

Question

15/25

Lowering the logging level of the verbose option results in efficiency gains in performance

of URS, but may hamper troubleshooting efforts. (True/ False)

True

False

Question

16/25

Place the stages of URS call routing in the correct sequential order.

Request the target's current state.

Wait for confirmation(EventRouteUsed).

Send RequestRouteCall.

Start strategy.

Identify the number and locationfor routing.

Select a target.

Receive EventRouteRequest.

Wait for target availability.

Step 3

Step 4

Step 8

Step 7

Step 6

Step 2

Step 1

Step 5

Question

17/25

In target specification, a RequestRouteCall will always indicate the DN selected for routing

in AttributeOtherDN. (True/ False)

True

False

Question

18/25

A routing strategy does not determine the candidate targets. (True/ False)

True

False

Question

19/25

URS's ability to route interactions is affected by its ability to get statistical information from

StatServer. (True/ False)

True

False

Question

20/25

In order to best resolve routing difficulties, what does Genesys recommend that you have

available? (Check all that apply)

URS log (mandatory)

Stat Server log (preferable)

T-Server log (mandatory)

DB Server log (for Xdata)

 Message Server log (mandatory)

The routing strategy (sometimes useful)

Question

21/25

Persistent storage is accomplished using Apache Cassandra. (True/ False)

True

False

Question

22/25

This log segment shows that a Super Node is elevated to Master Super Node

status. (True/ False)

True

False

Question

23/25

If there's an error in the SCXML document, the Orchestration session will still be created

and will continue processing the SCXML after the point of the error. (True/ False)

True

False

Question

24/25

When the routing state is entered, ORS invokes which component to handle the routing?

Type your answer here

Question

25/25

This log segment shows that ORS is retrieving the SCXML document. (True/ False)

True

False

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Certification

A summary of available Genesys University certifications and their

recommended training classes can be found in the Genesys Technical

Certification Guide. 

Page 6 of 7

Exam Resources

Badges

Acclaim is a badging platform Genesys uses to manage your professional

achievements and learning outcomes. The Claim your Badge Guide provides

instructions for setting up an Acclaim profile and managing your badges.

Policies

Need to recertify or retake an exam?  Review the Genesys Recertification and

Retake Policy for information.

Community

Connect with other professionals for support and help along your

certification journey in the Genesys Certification Community.

PDF Download

Download a PDF copy of the exam study guide

Genesys Certified CIM 8 TroubleShooting Study Guide pdf

Genesys Certified CIM 8 TroubleShooting Study Guide.pdf

905.4 KB

Page 7 of 7

Study Guide Answers

Typically, the most likely reason that T-Server would fail to start is

inability to connect to the License Manager. (True/ False)

Answer: True

1

What are T-Library (or T-Lib) messages?

Answer: 

They are the communication protocol used by T-Server and clients.

They consist of Events and Requests.

They have categories such as General, Registration, Call-Handling,

and Transfer/Conference Gauss polynomial selection.

2

Which of the following is(are) valid Event Distribution Types?

(Choose Three).

Answer:

send_to_client

distribute_event

distribute_response

3

If T-Server is unable to fulfill a request, it sends back EventError with

the same

AttributeReferenceID as the request. (True/ False)

Answer: True

4

In general, what does a T-Server log show?

Answer: All of the above

5

Select the option that is NOT a statistic "type" identified for Stat

Server?

Answer: Persistence

6

Actions can be classified based on the DN type.  (True/ False)

Answer: True

7

A "Statistic" is a returned value of a Metric, measured against

configured Objects IDs.(True/ False)

Answer: True

8

Which is NOT a supported object type in Stat Server?

Answer: Port

9

Which one of the following is NOT a valid method for a Stat Server

Request?

Answer: CollectStatInfo()

10

PeekStat is a request to get the value of a statistic.  (True/ False)

Answer: True

11

Match the Stat Server log file Message Type to its description

Answer: 

[SQL]     Shows requests/events

[Init]       Shows database requests

[Server] Lists durable actions for DNs

12

[Client]  Shows configuration changes and startup initialization

[Action] Shows messages from T-Server

 According to this log entry, multiple calls are waiting in the Queue.

(True/ False)

Answer: True

13

The verbose option and the _____________ section of the URS

application work in conjunction with each other.

Answer: Verbose Level

14

Lowering the logging level of the verbose option results in efficiency

gains in performance of URS, but may hamper troubleshooting

efforts. (True/ False)

Answer: True

15

Place the stages of URS call routing in the correct sequential order.

A. Select a target.

B. Request target's current state.

C. Wait for confirmation (EventRouteUsed).

D. Send RequestRouteCall.

E. Identify number and location for routing.

F. Start strategy.

G. Receive EventRouteRequest.

H. Wait for target availability.

Answer: CDHGFBAE

16

In target specification, a RequestRouteCall will always indicate the

DN selected for routing in AttributeOtherDN.

17

Answer: True 

A routing strategy does not determine the candidate targets. (True/

False)

Answer: False

18

URS's ability to route interactions is affected by its ability to get

statistical information from StatServer. (True/ False)

Answer: True

19

In order to best resolve routing difficulties, what does Genesys

recommend that you have available? (Check all that apply)

Answer:

URS log (mandatory)

Stat Server log (preferable)

T-Server log (mandatory)

DB Server log (for Xdata)

The routing strategy (sometimes useful)

20

Persistent storage is accomplished using Apache

Cassandra. (True/ False)

Answer: True

21

This log segment shows that a Super Node is elevated to Master

Super Node status. (True/ False)

Answer: True

22

If there's an error in the SCXML document, the Orchestration

session will still be created and will continue processing the SCXML

23

after the point of the error. (True/ False)

Answer: False

When the routing state is entered, ORS invokes which component

to handle the routing?

Answer: URS or Universal Routing Server

24

This log segment shows that ORS is retrieving the SCXML

document. (True/ False)

Answer: True

25