Jump to: navigation, search

Using the eServices Configuration Wizards

The eServices Configuration Wizards consist of a main wizard and multiple secondary wizards, which are launched automatically when you indicate that you want to configure particular components. The wizard presents only those pages that are applicable for your deployment, or for the stage of deployment that you have reached.

This section summarizes the flow (including installing the wizards and workflow samples) of the main and secondary wizards to deploy the model setup. The information in the Key Actions and Inputs (Model Setup)column gives you the model-specific data inputs and actions for that section of the wizard.

The details of your solution configuration are entered into the Configuration Database when you have completed the wizard. Exiting the wizard prior to completion requires that you begin the solution configuration from the beginning. Any components you create along the way, however, are available during subsequent solution configuration using the wizard.

Using the Wizard to Configure your eServices Components

Prerequisites

  • Interaction Management CD.
  • Start the Configuration Layer.
  1. Install the eServices Configuration Wizards and Genesys Wizard Manager.
    1. In the root directory of the Interaction Management CD, find Setup.exe.
    2. Run Setup.exe and follow the directions. You may want to read the Wizard Advisory supplied with the wizard.
  2. If you intend to configure your Stat Server as you configure eServices, you should also install the configuration wizard for this product.

Interaction Workflow Samples use a number of preconfigured Script objects of various subtypes, including Simple Routing, Interaction Queue, Workbin, and Interaction View.

Prerequisites

  • Interaction Management CD.
  1. Install the Interaction Workflow Samples.
    1. On your Interaction Management CD, find and double-click Setup.exe in the solution_specific\InteractionWorkflowSamples\windows directory.
    2. At the welcome page for the installation wizard, click Next.
    3. Specify the destination for Interaction Workflow Samples, and click Next.
    4. Click Install.
    5. Click Finish.
  2. Start the Interaction Workflow Samples.
    1. From the Windows taskbar, select Start > Programs > Genesys Solutions > eServices 8.1.3 > Interaction Workflow Samples > Start Interaction Workflow Samples. This launches the Interaction Workflow Samples Wizard.
    2. Login to the wizard using your user name and password.
    3. At the Welcome to Interaction Workflow Samples Wizard window, click Next.
    4. If using a multi-tenant environment, select the Tenant and click Next.
      Tip
      During the installation, the setup procedure does not look for possible name conflicts between existing objects and new components from the Interaction Workflow Samples. It overwrites any existing objects. In order to prevent the loss of existing objects, Genesys recommends you install the new samples into a separate tenant. Alternatively, you should use IRD's Business processes export capability to create backups of workflows and strategies related to an existing configuration.
    5. Specify a destination directory for the strategy files, and click Next.
      You may want to select the directory used for your Interaction Routing Designer strategies, unless it already contains strategies with same file names, which would then be overwritten. If you do decide to use that particular directory, make a backup of its content before proceeding.
      Tip
      Do not select the StrategyFiles directory created during installation of your Interaction Workflow Samples as the target here. This causes a file "collision", since the source and target files are then identical.
    6. At the Import Completed window, click Next.
      7. Click Finish. Once you exit the wizard, you can view the new objects (over 180 of them) installed with these Samples, by opening the <tenant>\Scripts folder in Configuration Manager or Genesys Administrator.

To launch the Genesys Wizard Manager:

  1. From the Windows taskbar, select Start > Programs > Genesys Solutions > eServices 8.1.0 > eServices Configuration Wizards > Start Wizard Manager.
  2. Click Log into the Configuration Layer. This opens the main Genesys Wizard Manager window.
  3. Select Multimedia from the menu on the left side of the window, and then select Deploy Multimedia Solution in your contact center. The eServices Configuration Wizard Welcome page opens.
  4. Click Next to begin configuring eServices objects.

  • At the Solution Name page, enter a name for your solution and click Next.
Name = ES85

Select Simple or Custom Configuration

  1. At the Configuration Process Selection page, select one of the following:
    • Simple single-host configuration
    • Custom Configuration
    Important
    For this model setup, select Custom Configuration.
  2. Click Next.
Important
The Simple single-host configuration option is available for a predefined host in Windows deployments only. This chapter describes the custom configuration process. If you choose the simple configuration with Windows, use this chapter by skipping those steps that the wizard does not present to you during deployment.

  1. At the Installation Package page, click Have Disk and navigate to the Interaction Management CD.
  2. To select a destination for the package, click Browse and navigate to your shared directory).
  3. Click Next.
    Important
    eServices uses this group of components for installation. In later steps you will copy to this directory installation packages that are specific to each eServices component.
  4. At the Installation Ready page, confirm that your software is ready for installation and click Next.

  1. At the Solution Components: Message Server page, select or add a Message Server.
  2. Click Next.

At this point in the wizard, you begin creating your DAPs and associated DB Servers. You must create all DAPs and DB Servers here, before moving on to other components. The eServices Configuration Wizard does not permit you to create DAPs later in the configuration. Relaunch the Database Access Point Wizard as necessary.

  1. At the Solution Components: Data Access Point page, click Add.
  2. At the Browse for Application page, click the New Application icon.
  3. Create a new DAP.
  4. Enter your Database Access Point information:
    Component DAP Application Name DB Server Name JDBC Connection Database Information Case Conversion
    Interaction Server ES85_Ixn_DAP ES85_IxnDBServer Clear the check box

    Note: It is important to clear the Enable JDBC access box. Failing to do so can lead to a configuration problem.

    • DBMS Type = mssql
    • DBMS Name = ESHost
    • Database Name/SID = IxnDB
    • User Name = sa
    • Password = <password for user sa>
    		 any

    Note: The Interaction Server DAP must have its Case Conversion attribute set to any or upper. Setting it to lower causes an error when Interaction Server initializes.

    Universal Contact Server ES85_UCS_DAP [NONE]

    Note: UCS connects to its database directly through JDBC. You do not need to create a DB Server Application object for it.

    		Select the check box, and enter the following information:
    • Host = ESHost
    • Port (for JDBC) = 1433 (Microsoft SQL default)
    • Role = Main

    Note: If your RDBMS is Microsoft SQL Server on a different host, select the host where you have Microsoft SQL Server installed, and enter the connection information for that instance of the database.

    • DBMS Type = mssql
    • DBMS Name =""

    Note: If you do not clear the DBMS Name box, your UCS will not work properly.

    • Database Name/SID = Customer
    • User Name = sa
    • Password = <password for user sa>
    		 any
  5. Click Finish to complete the Database Access Point Wizard and return to the eServices Configuration Wizard.
  6. In the Browse for Application: page, select the Database Access Point that was just configured and click OK.


Tip
If you are using a Microsoft SQL 2005 database, an additional configuration step is recommended for the UCS DAP.

In Configuration Manager or Genesys Administrator, create a settings section on the Options tab. Create a new option, setting the option name as prepare and the option value to false.

Additional details are provided in the eServices Administrator's Guide.

  1. Click the folder icon beside DB Server, and then click the New Application icon to run the DB Server Wizard.
  2. Follow the wizard's directions and enter the following information:
    Application Name Host Default Port DBMS Type
    ES85_IxnDBServer ESHost 6110 mssql
  3. At the Installation Package page, copy the DB Server installation package. Select a source (the Management Framework CD) and a destination (the shared directory). Click Next.
  4. At the Installation Ready page, confirm that your DB Server software is ready for installation, and then click Next.
  5. At the Listening Ports and Transport Layer Security (TLS) Settings page, click Next.
    Important
    For this model setup, we do not require any additional ports. If you want to install additional ports, you can do so in Configuration Manager or Genesys Administrator later.
  6. At the Log Configuration page, take the defaults. Click Next.
  7. At the Backup Server Information page, because no backup servers are configured, clear the checkbox and click Next.
  8. Click Finish to exit the DB Server Wizard. The Database Access Point Wizard will resume.

  1. At the Solution Components: page, select your component, and Click Add.
  2. At the Browse for Application : page, click the New Application icon.
  3. Follow the wizard's direction, and enter the following information:
    Application Name Type Host Default Port API Port Connections License Connection Login Account
    ES85_UCS N/A ESHost 6120 Accept the default port value, or enter a port number where UCS should listen for third-party protocol connections.
    • Message Server
    • DAP: ES85_UCS_DAP
    		 N/A Select the user account (Configuration Layer Person object) or Access Group that UCS is to use to log in to

    the Configuration Layer. UCS uses the Configuration Layer to pass some of its information back and forth to certain components. The selected account or access group must have write access to the tenant in use. Refer to Configuration Server access permissions for more information.

    ES85_IxnSrv Select New-style.
    • The eServices Configuration Wizard automatically creates a multimedia Switch object for you in the background. Continue at "Configure Framework Resources".
    • If your configuration does not include a properly configured Multimedia type Switch object, continue at "Create a Multimedia Switch object (Switch-based Interaction Server only)"
    		 ESHost 6130 N/A
    • Servers for Third-Party Protocol
    • DAP: ES85_Ixn_DAP.

    If you already installed related eServices components (Universal Contact Server, E-mail Server, and Classification Server, for instance), you can connect to them now using this page.

    • License Server Host = ESHost
    • License Server Port = 7260
    • Specify the number of licenses for Interaction Server features
    		 N/A
  4. At the Log Configuration: page, accept the defaults and click Next.
  5. At the Installation Package: page,
    • Click Have Disk, navigate to the Interaction Management CD, and then click OK.
    • Click Browse, navigate to your shared directory, and then click Next.
  6. At the Installation Ready: page, click Next.
  7. Click Finish to exit the Wizard and return to the eServices Configuration Wizard.
  8. At the Browse for Application: page, select the the server and click OK.
  9. Click Next.

Important
Before attempting to run your eServices solution, check Configuration Manager or Genesys Administrator for the existence of a Multimedia Switch object. If for some reason the wizard has failed to create one, use the Framework Wizard to create it. No other configuration is required; the components that require this switch are able to locate it automatically.
  1. If you select Switch-based Interaction Server, the wizard checks for the following:
    • A Multimedia-type switch
    • A connection from the switch to a T-Server type Interaction Server
    If the wizard fails to detect either the switch or its connection to T-Server, it issues a warning. Click Proceed to launch the Switch Wizard.
    Important
    You can use a preexisting Switch object (that is connected to a properly configured Interaction Server) from your Configuration Layer, if available.
  2. To create a new Multimedia type Switch object, provide a unique name for it and click Next. (The wizard allows you to create the new Switch only in folders designated to contain objects of type Switch.)
    Name = ES85_Switch
    Important
    Even though the Configuration Layer permits assignment of multiple Switches of type Multimedia Switch to a single Interaction Server Application object, Genesys does not currently support such a configuration. This type of configuration can lead to unpredictable behavior on the part of the application that is connected to the switches.
  3. At the Switching Office: page, click Add to create a new Switching Office object. Enter the following information:
    • Name = ES85_Switching_Office
    • Switch Type = Multimedia Switch
  4. Click Finish.
  5. At the Switch Summary page, review the details and click Next.

  1. If you select New-Style Interaction Server, the wizard opens the Framework Resources. This page lists the following:
    • Current Framework resources
    • Any missing resources required to support the media types served by your switch

    file:Fwresources.png
  2. To create the missing resources now, select Create missing objects and review the Framework resources again, and then click Next. For this model setup, select this option.
    In your own deployment, you can choose to wait until after you finish the wizard to create the required objects. Select Continue the solution creation process with the Framework resources as they are now.
  3. At the Framework Objects page, select the object type you want to create from the drop-down menu. For this model setup, create and configure the various objects as follows:
    Object Type Model Setup
    Place Create Place objects to facilitate the routing of multimedia interactions:
    • Place Name = Agent1Place

    Note: Do not create any DNs associated with this Place object, though you may want to create a Place Group object for this place, as suggested in the wizard.

    Capacity Rule By default, as the final step of the solution's configuration, the

    wizard creates and installs three capacity rules for your tenant. Do not create any capacity rules here (although you can, if you have previously installed the Resource Capacity Wizard, which is available on the Real-Time Metrics Engine CD).

    Agent Create Person objects to represent agents in your model setup

    and assign agent IDs to them. (Also use this step to create any Person objects you intend to use as the autoreply agents for supplying agent-related information in standard responses).

    • Agent Name = Agent One
    • Employee ID = Agent1
    • User Name = Agent1
    • Password = Agent1

    Note: The agent values supplied here are for general use in this model setup, and do not correspond to the actual steps suggested by the wizard for the creation of Person objects. A Person object's user name must be unique within the Configuration Database. This is not a concern for this model installation, which is in a single-tenant environment. If you were installing more than one set of eServices components in a multi-tenant environment, you would use distinct names across tenants.

    Agent Login Create Agent Login objects to enable agents to log in to the

    switch. The agent login code must correspond to the agent login numbering of your switch.

    Skill You do not need to create skills for this model installation.

At the Solution Components: page, select Stat Server:. Click Add and select a Stat Server. This connects all the appropriate components in your eServices solution to this Stat Server.

Important
Even though the wizard allows you to create a Stat Server here, do not do so. Prior to using the wizard, you should have one Stat Server per eServices tenant already configured and installed in your environment.

If you receive a warning message, it indicates that Stat Server does not yet have a connection to Interaction Server (or to Interaction Server Proxy). This connection is required for both the routing and reporting of eServices interactions.

  • If you click Yes, you may receive an error message if the Stat Server wizard is not installed on your machine. The connection cannot be created at this time.
  • If you click No (the recommended approach), make sure that you add the connection from Stat Server to Interaction Server before you attempt to use routing or reporting with the eServices solution.

  1. At the Solution Components: page, select your component, and Click Add.
  2. At the Browse for Application : page, click the New Application icon.
  3. Follow the wizard's directions, and enter the following information:
    Component Application Name Host Default Port Connections Other Details
    Universal Routing Server (URS) Select the URS that you created and installed as one of the prerequisites for your eServices installation. If you receive a warning but stating that URS is not configured to monitor Interaction Server, click Yes to reconfigure now, or click No to reconfigure later. If you click No, make sure you add the required connections after configuration and installation are complete.
    Application Cluster Add an application cluster if you intend to group your eServices components into groups for load-balancing purposes. After giving a name to your new application cluster, the Application Cluster Wizard invites you to group, for instance, Chat Server, and E-mail Server, as well as other application clusters.
    Web API Server Although it may appear in the Wizard, this component is not included in the 8.5.0 release.
    Universal Contact Server Manager ES85_UCSMgr Universal Contact Server
    E-mail Server ES85_E-mailServer ESHost 6150
    • Message Server
    • Interaction Server
    • UCS
    • POP3 server name = ESHost
    • POP server type = POP3
    • SMTP server name = ESHost

    Note: This model installation uses ESHost as its POP3 and SMTP servers. If you are using your enterprise POP3 server, enter its name as the POP3 server name value. You do not need to enter a value for the SMTP server name if it is the same server that you used for POP3 server name.

    • Address = <mailboxName>@ESHost
    • User name = <username>
    • Password = <password>
    • E-mail address default domain name = ESHost
    • External Agent e-mail address = external@ESHost
    • Enable Web Form Processing by selecting the check box, and provide a port where the Web API Server should listen for requests—for example IWF Processing Port = 7777.
    • Enter the e-mail address that is used to supply field values in automated responses generated in the contact center. Select an existing Person object from the Configuration Layer:

    Auto-reply Agent = Agent1

    • Configure e-mail accounts that exist on your corporate e-mail server for customers to use when contacting your company—for example:
      • Customer access account 1 = <mailboxName1>@ESHost
      • Customer access account 2 = <mailboxName2>@ESHost

    Note: If you installed the Interaction Workflow Samples, then your configuration will automatically include the following three e-mail accounts (which are used in the samples): Customer support, Tech support, and Warranty support. If you did not install the Interaction Workflow Samples before running the wizard, then no e-mail accounts are shown. You must add and configure at least one e-mail account before continuing.

    Classification Server ES85_ClassificationServer ESHost 6160
    • Message Server
    • UCS
    • License Server Host = ESHost
    • License Server Port = 7260
    Training Server ES85_TrainingServer ESHost 6170
    • Message Server
    • UCS
    Knowledge Manager ES85_KnowledgeManager
    • Message Server
    • UCS
    		 Indicate that you have a Classification Server Content Analysis license installed by selecting the check box of the same name. If you do not have this license, do not select this check box.
    Chat Server ES85_ChatServer ESHost 6180
    • Message Server
    • Interaction Server
    • UCS
    		 You can change the ESP and webapi ports if necessary. ESP refers to the ability of URS to submit messages directly from a strategy into a chat session—for example, to greet a customer who is waiting for an agent. The webapi port is to be used by Web API Server.
  4. At the Log Configuration: page, accept the defaults and click Next.
  5. At the Installation Package: page,
    • Click Have Disk, navigate to the Interaction Management CD, and then click OK.
    • Click Browse, navigate to your shared directory, and then click Next.
  6. At the Installation Ready: page, click Next.
  7. Click Finish to exit the Wizard and return to the eServices Configuration Wizard.
  8. At the Browse for Application: page, select the the server and click OK.
  9. Click Next.

  1. At the Resource Capacity Rules Deployment: page, select a folder in the Configuration Server where eServices should store its resource capacity rules. Click Next.
  2. At the Resource Capacity Rules Selection: page, select the capacity rule you want to use as the default for eServices. The wizard assigns that rule to the Tenant object associated with your deployment in the previous step. Click Next.

  1. At the Solution Summary: page, review solution components you have collected for use with eServices. Click Next to finish the configuration or Back to change the configuration of some solution component.
  2. At the Completing the eServices Solution Wizard: page, click Finish to confirm your solution configuration. Remember that you can change configuration details at a later time as well.
    Important
    Only at this point, when you exit the wizard, are the details of your solution configuration entered into the Configuration Database. Exiting the wizard prior to this point requires that you begin the solution configuration from the beginning. Any components you create along the way, however, are available during subsequent solution configuration using the wizard.

This page was last edited on June 16, 2014, at 16:09.
Comments or questions about this documentation? Contact us for support!