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Deploying Pulse Collector and Pulse

Important
  • This Deployment Guide provides instructions for a new installation of Pulse. To migrate from an earlier version of Pulse, start with the Deployment Procedure.

  • In these procedures, use the instructions provided in Genesys Administrator Extension (GAX) Help or the Framework 8.x Deployment Guide, and add the object-specific configuration requirements listed here.

Confirm Software Requirements

You deploy Pulse as a GAX plug-in on a web application server to be accessed using a web browser through the GAX user interface. No additional Genesys software is needed on the client machine.

The following are prerequisites for Pulse deployment:

  • GAX release 8.5.000.44 or higher must be installed and configured. See the GAX Deployment Guide for details.
  • Tomcat is no longer a prerequisite to use GAX. For those who choose to use Tomcat instead of Jetty, refer to the GAX Deployment Guide for additional information.
  • Genesys DB Server must be release 8.1.300.05 or higher. Refer to the Framework 8.0 DB Server User's Guide for details.
  • Genesys Deployment Agent (GDA) must be installed on the computer on which you install Pulse and Pulse Collector if you plan to install Pulse by using GAX. GDA is required to deploy solution definitions and IPs through GAX. See the GAX Deployment Guide for details.
  • Your Relational Database Management System (RDBMS) must be up and running. The 8.5 release of Pulse supports the following relational database platforms:
    • Microsoft SQL Server 2008, 2012
    • Oracle 11g, 12c
    • PostgreSQL 9.0
  • The computer on which you install Pulse must be running one of the following:
    • Windows Server 2008 R2 (64-bit), 2012 (64-bit)
    • Red Hat Enterprise Linux AS 6.x (64-bit), with Updates from RHN enabled
  • If you use Red Hat Enterprise Linux AS, you must also install the following libraries to ensure backward compatibility for applications: compat-db
    • compat-expat1
    • compat-glibc
    • compat-libf2c-34
    • compat-libgcc-296
    • compat-libgfortran-41
    • compat-libstdc++-295
    • compat-libstdc++-296
    • compat-libstdc++-33
    • compat-libtermcap
    • compat-openldap
    • openssl098e

    For more information, see linuxtopia.org.

  • If you use Windows, you must also install Microsoft Visual C++ 2010 Redistributable Package (x86 for Collector x86 and x64 for Collector x64).
  • Although not required for deployment, you must have Stat Server release 8.1.2 or higher installed for basic operation.

Prepare the Pulse Database

In High Availability (HA) configurations, configure both Pulse applications to use the same database.

Microsoft SQL Server

  1. Create a new empty Microsoft SQL Server database.
  2. Create a new Microsoft SQL Server user account.
  3. Set the new database as default database for the user.
  4. Grant the new user sufficient privileges for the new database. User must be able to create database objects and select, insert, update, and delete data in tables.
  5. Run the statement below for the Pulse database (DB). Replace <Pulse DB> with the name of the Pulse DB and make sure that there are no other connections to the Pulse DB when you run this statement:
    ALTER DATABASE <Pulse DB> SET READ_COMMITTED_SNAPSHOT ON;

Oracle

  1. Create a new user/schema to be used by Pulse. The user must have RESOURCE and CREATE VIEW privileges.

PostgreSQL

  1. Create a new empty PostgreSQL database.
  2. Create a new PostgreSQL user account.
  3. Set the new database as default database for the user.
  4. Grant the new user sufficient privileges for the new database. User must be able to create database objects and select, insert, update, and delete data in tables.

Deploying Pulse Collector

To deploy Pulse Collector, which connects directly to Stat Server to collect statistics for contact center objects. Pulse Collector also connects to DB Server, through which it accesses the database where reporting layouts are stored.

  1. Upload Pulse Collector Installation Package and Template:
    1. In GAX, go to Administration > Installation Packages and click on the plus sign.
    2. Select Installation Package Upload (template uploaded separately) and click Next.
    3. For Upload a Package, select the zipped file that contains the Pulse Collector Installation Package (for example, \PulseCol\version\linux\b1\ip, which has the Installation Package description file).
    4. For Upload an XML template, select the XML Template file (Collector.xml from the Templates Installation Package directory).
    5. For Upload an APD template, select the APD Template file (Collector.apd from Templates Installation Package directory).
    6. Click Finish.
  2. Deploy the Pulse Collector Installation Package and Template:
    1. Click on the Pulse Collector Installation Package to open the Properties tab.
      Important
      The Pulse Collector Installation Package status should be Complete.
    2. Click on the related icon and choose Install to open the IP Deployment Wizard.
    3. Fill required fields and finish the installation.
      Important
      The InstallPath should point to an empty folder.
      Tip
      You can also install Pulse Collector directly on the server by executing the Pulse Collector installation procedure from the Pulse Collector installation package, then uploading the Pulse Collector template (Collector.apd) using Configuration Manager.
  3. Optional: To change the default options for Pulse Collector in GAX, open the Pulse Collector Application object modify the values of configuration options described in Pulse Collector Application Object.
  4. For a high-availability (HA) deployment, repeat step 2 to install the backup instance to separate folder. You need a Pulse Collector for each instance of the Pulse application.
  5. In GAX, add the Pulse Collector Application object to the connections of your GAX Application object.
  6. For a load-balanced environment configuration with two GAX applications and Pulse plug-ins, associate one GAX with the primary Pulse Collector and the second GAX with the backup Pulse Collector as follows:
    1. Add the primary Pulse Collector Application object to the connections of the first (or primary) GAX Application object.
  7. Add the backup Pulse Collector Application object to the connections of the second (or backup) GAX Application object.
  8. Add the backup Pulse Collector Application object to the General tab of the primary Pulse Collector Application object as a backup server.
    Note: One GAX pair can be connected to multiple Pulse Collector HA pairs. In this case, you must associate all primary Pulse Collectors with one GAX, and all the backup Pulse Collectors with the other GAX.
  • Create a new Database Access Point (DAP), which is necessary for connectivity to the Pulse database through the DB Server:
    1. Select the Default connection type.
    2. Specify Database Server Application object in DB Server field.
    3. Specify the connectivity parameters for your RDBMS.
    4. On the Ports tab, change the default port value to the value of your DB Server port.
  • In the connections of the Pulse Collector Application, add the DAP that is to be used by Pulse Collector.
  • In the connections of the Pulse Collector Application, add the primary Stat Server application that is to be used by Pulse Collector.
  • Add the Tenant objects to the Tenants tab for all Pulse Collectors that you plan to monitor in Pulse.
  • Deploying Pulse

    Configure the necessary objects required by Pulse using GAX.

    1. Upload Pulse Installation Package and Template:
      1. In GAX, go to Administration > Installation Packages and click on the plus sign.
      2. Select Installation Package Upload (template uploaded separately) and click Next.
      3. For Upload a Package, select the zipped file that contains the Pulse Installation Package (for example, \Pulse\version\linux\b1\ip, which has the Installation Package description file).
      4. For Upload an XML template, select the XML Template file (Pulse.xml from the Templates Installation Package directory).
      5. For Upload an APD template, select the APD Template file (Pulse.apd from Templates Installation Package directory).
      6. Click Finish.
    2. Deploy the Pulse Installation Package and Template:
      1. Click on the Pulse Installation Package to open the Properties tab.
        Important
        The Pulse Installation Package status should be Complete.
      2. Click on the related icon and choose Install to open the IP Deployment Wizard.
      3. Fill required fields and finish the installation.

        Important
        • For IPCommon, the InstallPath should be an empty folder for the Pulse installation (for example, C:\123).

        • When installing Pulse on Linux, a second path leading to the GAX installation (the field is called GAX directory) must be specified in addition to InstallPath.

        Tip

        You can also install Pulse directly on the server by executing the Pulse installation procedure from the Pulse installation package.

        If the installation procedure fails to find the GAX installation, you can manually copy the following files to enable Pulse in GAX: pulse.jar, pulse-proto.jar, and protobuf-java-2.5.0.jar from the Pulse installation: <GAX root>/webapp/WEB-INF/lib/ on Linux or <GAX root>\webapp\WEB-INF\lib on Windows.


    3. Optional: Configure the [Pulse] options on Application Options tab for the GAX Application object:
      Important
      During startup, GAX looks for all options that are required for Pulse operation and adds them to the GAX Application object if they are not explicitly configured. If a required option is either not configured or specifies an invalid option value, GAX uses the option’s default value.
    4. Create a new Database Access Point, which is necessary for connectivity to the Pulse database:
      1. On the General tab, set the Connection Type to JDBC and specify the following field values:
        • Role = Main
        • Debug = false
        • JDBC Query Timeout: 15
        • Case Conversion: any
      2. On the Ports tab, change the value of the default port to the value of your RDBMS port.
      3. On the Application Options tab, add the role configuration option with its value set to pulse in the GAX section to identify this Database Access Point as the database schema created for Pulse.
      4. For a PostgreSQL database, add the postgre_71_compatible configuration option with its value set to false in the GAX section on the Application Options tab.
      5. Refer to the Framework 8.0 DB Server User's Guide for additional information about configuring this application.

  • Add the Database Access Point to the connections of your GAX Application object.
  • Navigate to Configuration > Environment > Application, select the GAX Application, Permissions tab and configure the SYSTEM account to have Read, Update, and Execute permissions.
  • For a High Availability (HA) deployment,
    1. Complete Steps 2-6, for each GAX Application object to be used with the Pulse plug-in.
    2. Each GAX application should have the other GAX application in its connections and there must be no relation between the GAX applications as Backup Servers.
    3. Navigate to GAX application object properties and select Application options tab to create a new [pulse] section.
    4. Set the access_url option in the [pulse] Section on the Application Options tab of the GAX Application object for each instance of GAX.
  • Important
    Both Pulse instances must use the same database.
  • From the user account created when you prepared the Pulse database, execute the SQL statements in the appropriate initialization script deployed during installation (scripts folder)—either:
    • pulse_init_mssql.sql
    • pulse_init_oracle.sql
    • pulse_init_postgres.sql
  • Restart GAX. See the GAX Deployment Guide for information about how to start GAX.
  • Configuring the Stat Server Application object

    Important
    Stat Server requires Java Environment configuration for several templates to function properly. See the Stat Server Deployment Guide for details. Without this additional configuration, statistics in some Queue templates (Email Queue Activity, eServices Queue KPIs, IWD Queue Activity) will not work.
    1. Set the accept-clients-in-backup-mode option in the [statserver] section on Application Options tab to yes for both the primary and backup Stat Server Application objects.
      Important
      This option is required even if there is no backup application specified for the Stat Server application.
    2. Update stattypes specified in the pulse_statistics.cfg file within the scripts folder in Pulse installation to use the particular social media that is configured in your eServices solution (facebook is used in default file version). See eServices documentation for more details.
    3. You must import pulse_statistics.cfg file to both the primary and backup Stat Server Application objects to create the stattypes that Pulse should monitor. To monitor the file:
      1. Click More on the Application Options tab.
      2. Select Import, uncheck Override, and browse the file.
    4. Important
      • To calculate the % Ready Time in the Queue KPIs template, set the queue-use-pseudo-actions option in the [statserver] section of Stat Server Application object to false.

      • Some Stat Server filters used in Pulse templates rely on certain user data or reasons attached to the call (for example, VoiceCall_No_Wait, ReasonLunch, and others that have PairExists in their definition).

        You may need to adjust definitions of these filters to use Attached Data or Reasons according to your environment or adjust your routing strategies or desktop application to attach data used by those statistics. Otherwise, statistics that rely on these filters will show 0 (zero).

    5. Restart both Stat Server applications.

    Configuring User Access

    1. In GAX, navigate to Configuration > Accounts > Roles and create a new Role object to provide access to Pulse functionality.
      Important
      When creating a new Role, a dialog box with Role Template Selection appears. Do not select a template (leave the selection empty). Press OK.
      1. Define the privileges granted by the Role on the Assigned Privileges tab in the Pulse section.

        [+] Privilege Details

        Important
        You must assign at least the Pulse Read Layout privilege to each Role object.
      2. Assign the Role to Persons and Access Groups in the Role Members section as required.
    2. Update the GAX User to have the following permissions:
      • Read and execute permissions on the client application (usually called default)
      • Read and execute permissions on Tenant
      • Read and update permission on their own Person object
    3. Important
      Users without permission to edit their own Person object cannot save their Custom dashboard configuration. Users without permission to edit both their own Person object and their Tenant object cannot save the Default dashboard configuration. For example, such a user can make changes, such as creating widgets, but cannot save the changes. The next time the page is loaded, the changes are lost.
      1. Provide the user permission to modify the tenant configuration object.
        1. Select Configuration.
        2. From the Environment pane, choose Tenants.
        3. Click to open the required Tenant to view its properties.
        4. Select Permissions tab.
        5. Add the Person or Access group containing this user.
        6. Add Update permission in addition to Read and Execute already required to access GAX.
      2. Provide the user permission to modify the user's own configuration object:
        1. Select Configuration.
        2. From the Accounts pane, choose Persons.
        3. Click to open the required Person's properties.
        4. Select Permissions tab.
        5. Add the Person or Access group containing this user.
        6. Add set Update permission.
    This page was last modified on June 4, 2015, at 11:34.

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