tag:www.recursivetechnology.com,2010://1 2010-04-12T20:50:10Z Movable Type 3.35 tag:www.recursivetechnology.com,2010://1.258 2010-04-12T20:42:48Z 2010-04-12T20:50:10Z

As Ray Wang notes, customers should band together to support 3PM rights. I'm wondering how the FTC could be so confused about true anticompetitive practices to miss what Oracle is doing while accusing Google of cornering the nascent and wide...

notes, customers should band together to support 3PM rights. I'm wondering how the FTC could be so confused about true anticompetitive practices to miss what Oracle is doing while accusing Google of cornering the nascent and wide open mobile advertising market with the Admob deal. ]]> tag:www.recursivetechnology.com,2010://1.257 2010-01-26T05:20:12Z 2010-01-26T05:32:00Z

Great post from InsideCTI. Fascinatingly low numbers on success of Contact Center projects. Thankfully I've had a string of successful ones, wouldn't have guessed the numbers were that low. But agree with all the major points... except maybe take the...

InsideCTI. Fascinatingly low numbers on success of Contact Center projects. Thankfully I've had a string of successful ones, wouldn't have guessed the numbers were that low. But agree with all the major points... except maybe take the PBX out of it if you can.]]> tag:www.recursivetechnology.com,2010://1.256 2010-01-17T17:24:00Z 2010-01-17T17:42:25Z

Interesting article about the value of call centers for support. Google support for Nexus is mostly forum based. Apple I happen to know relies on Genesys and has a heavy call center presence. Amazon, has a call center, and the...

call centers for support. Google support for Nexus is mostly forum based. Apple I happen to know relies on Genesys and has a heavy call center presence. Amazon, has a call center, and the author speculates on their potential move into providing cloud based call center services. Web strategies that help customers self help and deflect calls are critical. But they don't stand alone. A business with customers - you need to be able to answer calls to make customers happy. ]]> tag:www.recursivetechnology.com,2009://1.255 2009-12-05T18:47:51Z 2009-12-05T18:54:18Z

Video presentation of "Run your Entire Call Center" in the Cloud I delivered at Dreamforce 2009. My part of the presentation starts about 31 minutes in....

Run your Entire Call Center" in the Cloud I delivered at Dreamforce 2009. My part of the presentation starts about 31 minutes in.]]> tag:www.recursivetechnology.com,2009://1.254 2009-10-13T22:51:30Z 2009-11-26T02:29:58Z

Wish I could have attended this. I heard a lot about this being a blow to Oracle, a threat etc. How did they get away with it? But ask yourself: who is calling the shots on Salesforce.com being at OpenWorld?...

this. I heard a lot about this being a blow to Oracle, a threat etc. How did they get away with it? But ask yourself: who is calling the shots on Salesforce.com being at OpenWorld? Oracle. 100%. So SFDC being at OpenWorld is 100% Oracle strategy. Of course Salesforce is going to show up there if allowed, but they are playing a known hand here. The question is what is the Oracle strategy? A little more "Open" than anybody expected, if nothing else. Facinating. I'd be shocked if SFDC has more than a year before the Enterprise Software DeathStar locks the 'ol gravity beam on 'em.]]> tag:www.recursivetechnology.com,2009://1.253 2009-09-20T23:24:26Z 2009-09-20T23:27:40Z

Wow, the government has an "App store" - deployed in a more innovative fashion than 99% of large corporations provision IT Services. Pretty impressive... I wonder when private industry will catch up with big government?? Never thought I'd ask that...

App store" - deployed in a more innovative fashion than 99% of large corporations provision IT Services. Pretty impressive... I wonder when private industry will catch up with big government?? Never thought I'd ask that question. Salesforce.com is clearly a leader here if you look through the apps available. ]]> tag:www.recursivetechnology.com,2009://1.252 2009-08-23T04:32:13Z 2009-08-23T05:46:58Z

Goal: You need to update a Picklist (Multi-Select) field in Salesforce.com DataLoader and add a value to each field. Problem: Using standard DataLoader features, if you add a new value to the DataLoader import file, it will overwrite all existing...

here. Solution: Use a script to update the import file to retain existing Picklist (Multi-Select) values and add the new value you want included. Using Perl, of course! Thought about an Excel macro... But I hate writing macros, and love writing Perl. And, go install Perl anyway. Here is the source.]]> tag:www.recursivetechnology.com,2009://1.249 2009-07-26T14:16:17Z 2009-07-26T14:19:47Z

1. First, it is not SQL. It reallllly is not SQL. 2. For an example of non-sqlness: "you can't presently compare a field value to another field value in SOQL." ouch....

you can't presently compare a field value to another field value in SOQL." ouch. ]]> tag:www.recursivetechnology.com,2009://1.248 2009-07-26T14:11:00Z 2009-07-26T14:31:18Z

And good documentation in general: http://www.salesforce.com/us/developer/docs/apexcode/index.htm Don't even bother with Help and Training in SFDC. Here is a particular example that works well....

well. ]]> tag:www.recursivetechnology.com,2009://1.247 2009-06-12T16:49:26Z 2009-06-12T16:53:07Z

Glad to see Tom Siebel has a new project, seems quite interesting, and some notes from a recent speech. I thought a number of points from his speech are probably correct: - 17% CAGR for tech for the last 30...

recent speech. I thought a number of points from his speech are probably correct: - 17% CAGR for tech for the last 30 years, vs 3% now (I'd say it will be higher than that) - Resources, energy, and by 2030, peak oil, are major concerns. ]]> tag:www.recursivetechnology.com,2009://1.246 2009-05-03T17:05:59Z 2009-05-03T17:24:50Z

VA2 2.9.5.2 has been released. One of the main enhancements include support for language specific Siebel Server manager output. It can be downloaded here. Release Notes: (May 2nd 2009) Version 2.9.5.2 1. Support for French Siebel Server Manager. Add LANG=FRA...

here. Release Notes: (May 2nd 2009) Version 2.9.5.2 1. Support for French Siebel Server Manager. Add LANG=FRA in the vconfig.txt for French Siebel Server managers. 2. Added column cp_startmode for Siebel Components 3. Fixed Schema problem in sessions table for tracking Siebel Sessions. Column tk_hung_state was changed from Not Null to Null 4. MMC updates, including support for MSSQL databases in case sensitive mode 5. Additions to siebsrvobj.pm ]]> tag:www.recursivetechnology.com,2009://1.245 2009-04-29T19:55:18Z 2009-04-29T20:14:10Z

An interesting article by Bob Scheier about monitoring cloud computing systems. I was interviewed for this story but my comments didn't make it in. He makes a distinction between cloud providers of "infrastructure as a service", such as Amazon, Co-lo...

cloud computing systems. I was interviewed for this story but my comments didn't make it in. He makes a distinction between cloud providers of "infrastructure as a service", such as Amazon, Co-lo facilities, and SaaS, such as Salesforce.com. I think that is a usefull distinction in general, and especially in the monitoring area. If you ware monitoring an application, you don't want or need to get into the guts of the servers and infrastructure, that is the whole point of SaaS. They monitor it. In my comments to Bob, I asked him why would you install monitoring software to monitor SaaS? Just so you can log a ticket with the SaaS vendor? Because you can't control availiblility on your own, so spending money on your own monitoring software for it is questionable. In the article however, he brings up some good points about the benefit of monitoring availability of SaaS services as the ability to negotiate with the vendor based on their SLA agreements. You might get some ROI there. And for some of the utility computing on-demand models, you may need monitoring systems, as they are your servers, just in a different location. ]]> tag:www.recursivetechnology.com,2009://1.244 2009-04-15T02:58:57Z 2009-04-15T03:14:04Z

Scenario: You have configured VA2 to monitor your Siebel Environment, and have configured Analsyis Rules and Reactions to automatically detect and correct Siebel problems. However, when you test the condition, you do not get the notification email or the reaction...

Event generation, and understand the requirements. For troubleshooting steps, the following are suggested steps: 1. Did an event get generated? You can determine that by checking the Event Table in VA2. You can also check vcs.log on the central server.
2. Was the event Procesed? (You may have to check the logs or the UI for this 3. If both are true, did the Reaction fire (You can tell from the email you recieve, or in your case with no email check the log vcs.log) 4. If the reaction fired, did it do the expected action?]]> tag:www.recursivetechnology.com,2009://1.243 2009-04-10T13:55:13Z 2009-04-10T14:08:09Z

VA2 MMC is a GUI/configuration application that can run on any server, and connect to the VA2 environment via ODBC and standard network connetions. The recommended place to run the VA2 MMC for development tasks/rule configuration is on the same...

VA2 environment via ODBC and standard network connetions. The recommended place to run the VA2 MMC for development tasks/rule configuration is on the same host that hosts the VA2 Central Server. That is because when testing an Analysis Rule or Statistic in debug mode, you ideally want the debugger code running on the same machine that as it will be executed on the server, once the rule is in production. Here is a tutuorial on how to use the VA2 MMC to and write a simple analysis rule, and a screenshot of the debugger output. VA2 MMC Install Directory: The default VA2 Install directory is C:\Program Files\Vadmin2. You are free to change that during install, but many leave it a default. Some of the important files it has in it include: debugger.exe siebsrvobj.pm How to test a debugger.exe gets launched: When you open a VA2 Analysis rule and press 'Launch Debugger' the C:\Program Files\Vadmin2\debugger.exe is launched. It uses files in that directory, for example siebsrvobj.pm, if checking on Siebel objects. How to change siebsrvrobj.pm and then promote the code to the Central Server: VA2 is a (partially) open source application, and it allows you to change the underlying libraries that used for monitoring. One of the most important is siebsrvobj.pm, which contains most of the Siebel Monitoring methods. You might want to extend or modify that file for your own needs, or even write new lmethods and share it with the VA2 community. If you needed to change siebsrvrobj.pm (or any other local file in the MMC directory) you would first change it there and then run the debugger. You would want to verify the results and make sure your development is done before promoting the code the the VA2 Central Server. If everything checks out, you could move the siebsrvobj.pm to the VA2 Central Server directory. The default for that C:\Program Files\VA2\centralservice\bin\lib\ Restaring the Central Server: When changes are made to the \lib directory for the VA2 Central Server, the service must be restarted to pick up the changes to the library.]]> tag:www.recursivetechnology.com,2009://1.242 2009-04-09T19:12:38Z 2009-04-09T21:14:21Z

The steps below are an outline of how you can change siebsrvrobj.pm. Any user of VA2 has access to this library. In this case, we will modify siebsrvrobj.pm so it is compatible with French output from a French Siebel srvrmgr....

siebsrvrobj.pm. Any user of VA2 has access to this library. In this case, we will modify siebsrvrobj.pm so it is compatible with French output from a French Siebel srvrmgr.]]> Vadmin...) You can open siebsrvobj.pm. Do a search for isappsrvrcomprunning. Then look for "sub isappsrvrcomprunning" This is the method that takes in a component name and checks its status. You will see a line finally that says: if ($retval =~ /Online/ || $retval =~ /Running/) { We can change that to: if ($retval =~ /Online/ || $retval =~ /Running/ || $retval =~ /En ligne/) { And save the file. You then can test the rule with the MMC immediately. 5. If the rule works from the MMC, the siebsrvobj.pm needs to be moved to the VA2 Central Service Bin. Usually here C:\Program Files\VA2\centralservice\bin\lib AND the Central Service needs to be restarted. This is only necessary when you want the Central Service to execute the new rules. You can change them for the MMC in debug mode without moving to the Central Server\lib and restarting. ]]>