LRA is highly configurable yet simple to use

LRA provides an HTML-based GUI that is used to submit requests. When a customer configures LRA to allow a support organization to access remote logs, all information is zipped and encrypted prior to transmission across the wire.

LRA automatically maintains a database of customer configurations at each allowed support site. When a customer updates his LRA configuration, LRA mails pertinent configuration information to the support site, which is used to update the customer configuration database. This database makes it easy for support personnel to request logs. To make a request, the support associate only needs to know the name of the customer. LRA retrieves the information needed to generate and send request messages from the database. Support personnel do not have to keep track of these details, and the database is as up-to-date as the last configuration update. LRA does not store sensitive details of the customer's local configuration (such as firewall passwords) in its database.

• HTML Forms. Support representatives use an HTML form to select the customer, CIC server, and type of information that LRA should retrieve. LRA initiates requests by sending emails to mailboxes that are monitored by handlers.

• Email Notifications. HTML request forms generate a well-formed email message that is sent to the customer's LRA mail account. Handlers create request files from the appropriate emails, kick off server processes that process requests, extract requested data, and FTP data back to the requesting site's FTP server.

  The Customer Site version of LRA utilizes an email client (Blat.exe) that does not perform NT authentications. The Customer version uses a handler (I3LRASendMail.ihd) to send email messages.

  Status and error emails are sent to the requesting support accounts and optionally to other configured parties. This keeps everyone informed of LRA usage and data that it has made available.

• File Transfer is built-in. FTP capability is built-in to LRA. Customers do not need to set up an FTP server. LRA works independently of existing FTP servers. LRA can FTP files from CIC servers that are behind firewalls.

  If a request cannot be processed for some reason, failed requests are retried a configurable number of times before LRA gives up on a transaction. LRA keeps track of each point of failure, and tries again at that point the next time, so that it does not repeat steps unnecessarily. For example, if the system goes down after LRA has zipped a file, but before it could FTP, it resumes at the FTP step.

• Flexible Architecture. LRA supports multiple requesting sites. A customer can optionally configure LRA to allow support representatives at reseller sites to make requests. By default, Genesys is the only organization that is authorized to submit LRA requests.