- 1 Deploying Agent State Connector
- 1.1 Import the Application Template
- 1.2 Create an ASC Application Object
- 1.3 Configure the General tab
- 1.4 Configure the Server Info tab
- 1.5 Configure the Start Info tab
- 1.6 Configure the Options tab
- 1.7 Configure the Tenants tab
- 1.8 Configure the Connections tab
- 1.9 Install Agent State Connector
- 1.10 Set the Environment Variable
- 1.11 Create the Agent Profile Schema
Deploying Agent State Connector
The Agent State Connector (ASC) connects to Configuration Server and Stat Server. It retrieves changes to Person and Agent Group configuration objects and updates to agent login data. It sends that information to the Journey Optimization Platform (JOP), which uses it to update agent profiles and availability.
The instructions in this section assume that you are creating new Application objects under the Environment folder, in either a single-tenant or multi-tenant configuration environment. To create Application objects under a particular Tenant folder in a multi-tenant configuration environment, replace the word Environment with the name of your Tenant folder in the configuration instructions.
To deploy the ASC, perform the following procedures:
- Import the Application Template
- Create an ASC Application Object
- Configure the General tab
- Configure the Server Info tab
- Configure the Start Info tab
- Configure the Options tab - The configuration options control many aspects of ASC behavior, including the ability to monitor Stat Server statistics, to control threading and timeouts, and to specify whether to create an Agent Profile schema automatically.
- Configure the Tenants tab
- Configure the Connections tab
- Install Agent State Connector
- Set the Environment Variable
- Create the Agent Profile Schema
- (Optional) Enable Collection and Storage of Call ConnIds
Import the Application Template
Before you can configure an Application object for ASC, you must import its Application template. The Application template provides a majority of the configuration options, as well as the default values for them. You can use this Application template to create as many Application objects of the same type as you need.
- On the Configuration Manager window in Genesys Administrator Extension, select the Environment > Application Templates folder.
- From the File menu, select Import Application Template.
- In the Look In box, click the down arrow.
- Browse to the IP for Agent State Connector and open the TEMPLATES folder.
- Select the template file for Agent State Connector; it is called 'AgentStateConnector_900.apd.
- Click Open to open the Properties dialog box for the template.
- Make any changes that you require.
- Click OK to save the template and close the Properties dialog box.
The next step is to configure an ASC Application object.
Create an ASC Application Object
After you import the application template, you can create and configure an Application object for ASC by using the Configuration Manager tab in Genesys Administrator.
- On the Configuration Manager window, select the Environment > Applications folder.
- From the File menu, select New > Application.
- From the available application templates in the Browse dialog box, select the template that you imported for ASC.
- On each of the Application tabs, enter the settings appropriate for your environment, as explained in detail in the section that follow.
- Click OK to save your changes, then close the Properties dialog box.
Configure the General tab
In the Properties dialog box, click the General tab, and then enter a name for this application.
Configure the Server Info tab
Click the Server Info tab, and then specify the following properties:
- Host—Enter the name or IP address of the computer on which you want to install and/or run this server.
- Communication Port—Enter the value 0 (zero) for the port number.
Configure the Start Info tab
Click the Start Info tab, and then specify the following properties:
- Working Directory—Enter the full path to the directory from which the application starts.
- Command Line—<Path_to_JDK_installation_folder>\bin\java.exe
- Command Line Arguments—Add the following startup arguments that will be used in AgentStateConnector.bat (Windows) or AgentStateConnector.sh (unix) environments:
Dcom.genesyslab.platform.commons.log.loggerFactory=log4j -jar agent_state_connector-<AGENT_STATE_CONNECTOR_VERSION>-jar-with-dependencies.jar -host <cfg server host> -port <cfg server port> -app <ASC Application object>
- For additional information about command-line parameters, see Starting and Stopping the ASC Application.
Configure the Options tab
Click the Options tab, and then specify or change the values of the configuration options, as suitable for your deployment.
- For information about the entire set of ASC configuration options, see ASC Configuration Options.
- For recommendations and tips on what values to use for certain of the ASC configuration options, see Guidelines for Configuration Options Values in the Operations: Agent State Connector topic.
(Optional) Configure ASC to Monitor Statistics
- Make sure the statistics you want to monitor are configured in Stat Server. StatAgentOccupancy is not a default statistic and requires you to set it up manually. For instructions, see Create a Custom Stat Server Statistic, below.
- On the ASC Application object Options tab, create a new section, named statistics. (All other ASC options are configured in the default section.)
- In the [statistics] section, create a new option with the same name as the statistic you want to monitor. For example, StatAgentOccupancy.
- In the 9.0.012.00 release, the only supported statistic is StatAgentOccupancy.
- Set the option value to the correct TimeProfileName for the specified statistic, as specified in the Stat Server Application object. For StatAgentOccupancy, set the value to SinceLogin.
- Save the new option.
- Check that the value for the timebased-statistic-interval is appropriate for your environment. The default value is 60 seconds.
- Restart ASC to have the changes take effect.
The new statistic is also saved as part of the Agent Profile schema.
Create a Custom Stat Server Statistic
To create custom statistics, including the StatAgentOccupancy statistic, use the following procedure:
- In the Stat Server Application object, create a new configuration section with the name of the desired statistic. For example, StatAgentOccupancy.
- Create the following options within the new [StatAgentOccupancy] section, and set them to the specified values:
- MainMask=CallDialing, CallRinging, AfterCallWork, CallInbound, CallOutbound, CallInternal, CallConsult, CallUnknown
- RelMask= Monitored, LoggedIn, OnHook, WaitForNextCall, OffHook, CallDialing, CallRinging, NotReadyForNextCall, AfterCallWork, OfflineWorkType2, BreakType1, BreakType2, CallOnHold, NotUsed, NotUsed, ASM_Engaged, ASM_Outbound, CallInbound, CallOutbound, CallInternal, CallConsult, CallUnknown
- Objects=Agent, GroupAgents
- Save your changes in the Stat Server Application object.
- For additional information on statistics configuration in Stat Server, see Statistic Configuration Options in the Stat Server User's Guide.
- Check whether the necessary TimeProfile value is configured in the [TimeProfiles] section on the Stat Server Application object. For StatAgentOccupancy, you must configure the SinceLogin time profile type. If it does not exist:
- Open the [TimeProfiles] section.
- Create a new option with name SinceLogin,SinceLogin. All options in the [TimeProfiles] section have the name format <TimeProfileName>,<Type>.
- Leave the option value empty.
- Save changes in Stat Server Application object.
- For additional information on time profiles in Stat Server, see TimeProfiles Section in the Stat Server User's Guide.
- Restart Stat Server.
- Configure both ASC-specific log options and common log options in the log-related configuration sections. For option descriptions, see Log Options and the Framework Configuration Options Reference Manual.
Configure the Tenants tab
- Click the Tenants tab, and then click Add to add all tenants that this ASC application will serve. ASC only monitors Person objects that are associated with the tenants you specify.
- If this ASC instance is required to monitor the objects that are configured under the Environment folder, assign the Environment tenant among the other tenants.
Configure the Connections tab
Click the Connections tab, and then add the following connections:
- Configuration Server
- Stat Server
- Message Server
- For any connections between the ICON instance and its data sources, you can configure the connection to use Advanced Disconnect Detection Protocol (ADDP). To enable ADDP for a connection, specify addp as the Connection Protocol when you configure the connection between the Applications, and set the values for the Local Timeout, Remote Timeout, and Trace Mode properties. For more information, see see Advanced Disconnect Detection Protocol in the Framework Deployment Guide.
- To launch a wizard that configures connections for multiple Application objects, select two or more Application objects, right-click, and then select Manage Connections from the shortcut menu. For more information, see the Genesys Administrator Extension Help.
In high availability (HA) environments using primary and backup pairs of servers, the servers listed on the Connections tab are handled as primary. To specify the backup servers for any primary servers, open the Application object for the primary server and add the backup server on the primary server’s Server Info tab.
Install Agent State Connector
- You have created and configured an ASC Application object in the interface you use for configuration, as described above.
- Configuration Server is installed and running in your environment.
- You have identified the following parameters, which you need to configure the connection to Configuration Server:
- ASC Host name: By default, this is the host name of the machine on which you install ASC.
- Configuration Server Host name.
- Network port: Configuration Server network port.
- User name: Configuration Server user name.
- Password: Configuration Server password.
- Installation path: Full path to the ASC installation directory.
Installing on Windows
To install, perform the following steps:
- Do one of the following:
- Insert the ASC CD into the CD-ROM drive of the machine on which you want to install ASC.
- Download the ASC IP to the desired location on the target machine.
- Navigate to, and open, the .../windows directory.
- Double-click the setup.exe file, and then follow the directions in the installation wizard.
Installing on RedHat Linux 7 64-Bit
- Install tar and gunzip.
To install, perform the following steps:
- Install the C runtime libraries using the following command:
- yum install glibc.i686
- Troubleshooting Notes:
- If the C runtime libraries are not available, the following error message appears: ./Perl: /lib/ld-linux.so.2: bad ELF interpreter: No such file or directory.
- If you see the following error during installation, copy the 32-bit versions of libgcc_s.so.1 and libstdc++.so.6 to the .../lib/ directory: ./cfgutility: error while loading shared libraries: libstdc++.so.6: cannot open shared object file: No such file or directory.
- Insert the ASC CD into the CD-ROM drive of the machine on which you want to install ASC; or, download the ASC IP to the desired location on the target machine.
- Unzip the installation file using the following command:
- tar -xvzf ip_<version_number>.tar.gz
- Update the install.sh script to work on 64-bit systems by making the following changes:
- Replace ./gunzip with gunzip.
- Replace tar_name=./tar with tar_name=tar.
- Run install.sh and follow the instructions to set up ASC, using the configuration parameters you gathered.
Set the Environment Variable
Use the export command to set the USE_HTTP environment variable.
- For an unsecure HTTP connection to JOP, set the environment variable USE_HTTP to true.
- For a secure HTTPS connection to JOP, set the environment variable USE_HTTP to <empty_string>.
Create the Agent Profile Schema
The Agent Profile schema contains agent-related data maintained from Stat Server and Configuration Server. ASC periodically populates this schema with updated values, which you can use in scoring. The Agent Profile schema is displayed and configured in the Predictive Routing interface. You can either import an initial Agent Profile dataset, using the Predictive Routing interface of the API, or have ASC create the schema for you. To have ASC automatically create a new schema or validate an existing one, set the auto-schema-discovery option to true.
If auto-schema-discovery is enabled and no Agent Profile schema has been uploaded, ASC automatically creates a simple discovered schema, including the employeeId (id) and loginStatus fields. ASC also populates other fields into the schema if they are available, such as groupNames, loginCodes, firstName, lastName, DBID, and so on.
ASC indexes the following fields as it creates the Agent Profile schema: loginId, employeeId, dbID, loginStatus, groupNames, loginCodes, skills.
When ASC creates the schema, it also identifies any skills defined at the top level—that is, skills that are identified as values for the skills field. ASC does not automatically include skills that are defined within other fields.
Enable Collection and Storage of Call ConnIds
You can enable ASC to include call connID data in the Agent Profile schema for Predictive Routing, which helps to track calls and ensure that any call activity on the agent side is stored in in real time. The call connId data enables faster verification that the right call is routed to the right agent.
Enable this functionality by setting the value of the ss-custom-statistic-name option to the name of a custom statistic that ASC should read from Stat Server. By default, ASC subscribes for CurrentAgentState data.
This functionality requires you to configure the custom statistic in Stat Server before you can specify it as the value for the ss-custom-statistic-name option. In addition to the instructions given here, refer to Creating Stat Type Definitions in the Stat Server User's Guide for complete instructions on configuring Stat Server statistic types.
- Open the Stat Server Application object and create a new configuration section. This section name is the value you set for the ss-custom-statistic-name option. In the example below, the section is called Custom_CurrentAgentDNState, and this is what you would set as the value for ss-custom-statistic-name.
- ImportantAlthough you can specify any name, the options within the section must be configured as given here. The statistic is similar to CurrentAgentState, but the Subject is set to DNAction.
- Specify the desired section name, such as Custom_CurrentAgentDNState.
- Create the following options within the new section, and set them to the specified values:
After configuring the Stat Server and ASC Application objects, ASC includes call connId data in the Agent Profile schema for use in Predictive Routing.