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Installing IWD Manager

Prerequisites

    • The environment meets the requirements that are described in Installation Prerequisites
    • The computer on which the iWD Manager is going to be installed has network access to the computer that is hosting Genesys Configuration Server. Users of iWD Manager will be authenticated through Genesys Configuration Server.
    • You have access rights to execute install.sh or setup.exe, depending on the operating system.
    • For upgrades from 8.5.0 to 8.5.1+:
      • The servlet container (for example, Tomcat) is stopped.
      • The previous version of iWD Manager is uninstalled—the iwd_manager directory from the web server is removed.


On Windows

Prerequisites

  • Installation Packages have been installed.

Purpose

To install the iWD Manager application on the Windows platform.

Summary

Installation of iWD Manager saves the required database scripts in the working directory. These scripts must be run against the iWD Configuration database and the Interaction Server database. iWD Manager does this automatically after a user's successful login and authentication, when it detects a different database schema than expected. For Iteration Server synchronization, there is a dedicated option Configure Ixn Custom Properties in iWD Manager. The current procedure assumes that the application already exists in Configuration Server—the required steps are described in the iWD Manager Application Definition tab on this page.

Important
If you are upgrading, ensure that you have uninstalled the previous version and proceed with the current installation procedure. Also make sure not to skip the Application Definition step, because new versions might deliver new options.

Procedure

  1. Locate and double-click setup.exe in the iWD Manager directory eg. of the iWD DVD.
  2. The iWD Manager Installation Wizard opens. Click Next in the Welcome screen.
  3. Select the web container (for example, Tomcat or WebSphere) and click Next.
  4. If you selected WebSphere in Step 7, select the appropriate JDK from the list.
    Important
    This is not the JDK which will be used by WebSphere. This is necessary to properly configure the scripts which will be used to build the WAR archive.
  5. If you selected Apache Tomcat in Step 7, browse to the Home directory for your Apache Tomcat installation (for example, C:\ProgramFiles\Apache\Tomcat7\). The iWD Manager components will be installed in the selected directory, under the webapps/ subdirectory.
  6. Click Next.
  7. In the Connection Parameters to the Configuration Server screen, enter the login details to connect to Genesys Configuration Server and then click Next:
    • Host name—The host of Genesys Configuration Server
    • Port—The port that is used by Genesys Configuration Server
    • User name—The user name of the Person (or User) as defined in Genesys Configuration Manager or Genesys Administrator.
    • Password—The password that is associated with the Person (or User).
  8. (Post-8.5.101.03 only) From the list of available choices, choose the iWD Manager application that you want to install and click Next.
  9. Choose the destination location for iWD Manager. If you selected Websphere in Step 7, both supporting files and iWD Manager Java application part will be installed in that location. If you selected Tomcat in Step 7, only supporting files for iWD Manager will be installation in that location. The iWD Manager web application will be installed directly into the webapps folder under your Tomcat home directory.
  10. Click Next.
  11. Select the database type that will be used by the iWD Configuration database.
  12. Enter the parameters that are used to connect to the iWD Configuration database in the next screen. Enter the following information:
    • DB Server Host—The name of the computer on which the database is located.
    • Database Name—The name of the iWD Configuration database.
    • User Name—The name of the user that is used to connect to the database.
    • Password—The password that is used to connect to the database.
  13. Click Next.
  14. Enter the host name and port of the computer on which the backup Genesys Configuration Server is running. If there is no backup Configuration Server in your environment, specify the primary Configuration Server host and port. Click Next.
  15. In the Ready to Install screen, click Install to begin the installation of iWD Manager.
  16. When installation has been completed, click Finish.
  17. Perform any optional steps or install localization if needed.

For WebSphere configuration after installation of iWD Manager, build the WAR archive as described in the Post-Installation Steps For WebSphere tab on this page and install the generated WAR file by using the WebSphere Integrated Solutions Console.


End of procedure

Using GAX

Purpose

To install the iWD Manager application on either Windows or Linux platform by using the simplified GAX method. Genesys strongly recommends that you install using the GAX/GAX Plug-in process.

Summary

GAX allows you to upload Installation Packages (IPs) and then use them to initiate the installation process. The procedure supports both a fresh install or an upgrade. The upgrade option is only available when you have installed the previous version of the application by using GAX. The upgrade procedure is basically the same as installation except that you are not forced to create a new application but are given the option either to use the old one or to merge them. So the upgrade does not remove the previous version of the application before the new installation.

IP Upload Procedure

Click here (new document) for the GAX IP Upload Procedure.


Installation Procedure

  1. Navigate to GAX > Administration > Installation Packages
  2. Chose the appropriate IP from the list. To install it, click on it. Its details appear in a new panel.
  3. Verify the details of the IP, then click the Iwd install1.png menu button and select Install. The installation wizard then takes you through the following steps.
  4. On the Welcome page, click Next.
  5. On the Host selection page, select the host to deploy to and click Next.
  6. Complete the application parameters:
  • Application Name— If you provide the existing application here, it won't be updated in any way.
  • Tenant—Not applicable for iWD Manager
  • Application Port— Not applicable for iWD Manager
  • Primary Configuration Server
  • Backup Configuration Server
  • Click Next.
  • Complete the Installation Parameters. For assistance look at the tooltips near by field or see below:
    • IPCommon: InstallPath—The path where iWD Manager will be installed.
    • Database: Engine — Choose one of the supported Oracle or MSSQL databases.
    • Database: Host
    • Database: DataBaseName
    • Database: User
    • Database: Password
    • ConfigServer: Host
    • ConfigServer: Port
    • ConfigServer: BackUpHost
    • ConfigServer: BackUpPort
    • ConfigServer: ApplicationName (Note: Post-8.5.101.03 only)
    • IPCommon: Container — Choose one of Apache Tomcat or IBM WebSphere Server.
    • IPCommon: TomcatPathApplicable only for the Tomcat option. Provide the path to your Tomcat here.
    • IPCommon: JavaPathApplicable only for WebSphere. Provide the path to your JDK; this Java will be used to build the .war package.
    • IPCommon: JavaVersionApplicable only for WebSphere. Provide the WebSphere JRE version, making sure it is the minimum version required.
    • IPCommon: JavaPatchNumberApplicable only for Websphere. Provide the WebSphere JRE patch version, making sure it is the minimum version required
  • Click Next.
  • Important
    For Tomcat, before you click Finish, confirm that the server is not running
  • On the Deployment tab, check all the parameters you have provided. Click Finish.
  • The procedure then executes automatically, showing the progress bar. Its status (and other details) you can find on the GAX > Administration > Deployed IPs page. If the installation fails, re-initiate the process using the parameters that you already provided and/or make any necessary changes.

    Upgrade Procedure

    1. Navigate to GAX > Administration > Deployed IPs
    2. There is list of all installation attempts initiated via GAX. Choose one that was used previously and finished successfully. Its details appear in a new panel.
    3. Verify the details of the IP, then click the Iwd install1.png menu button and select Upgrade.
    4. You should get Profile Selection tab. If you successfully uploaded the latest version of the chosen IP then you should have that version available. Choose it and click Next
    5. The installation wizard then takes you through the following steps. The difference to the installation procedure is that most of options are pre-selected or pre-populated here.
    6. One decision arises in the Application Parameters tab, which will show you the new proposed application name and the existing one. If you decide to use the new name, remember that you can change the name to old one and choose the No Merging option. In this case, the recommended option is Merge with Precedence to the New Template, because the new template might provide some new default settings.
    7. The rest of the steps are the same as for installation, unless you have a reason to change any of them. When you are done, click Finish.
    8. Important
      The Uninstall procedure (see Prerequisites) removes all localization and other installation customization like port definition and password encryption. If you need these then you must re-apply them.
      The Upgrade procedure, depending on your choices, could create a new application for iWD Manager in Configuration Server. When you compare the application settings of the old and new applications, there should be no difference except version, so you can just delete the old one.
  • On Unix

    Prerequisites

    • Installation Packages have been installed.

    Purpose

    To install the iWD Manager application on the UNIX platform.

    Summary

    Installation of iWD Manager saves the required database scripts in the working directory. These scripts must be run against the iWD Configuration database and the Interaction Server database. iWD Manager does this automatically after a user's successful authentication in the login every time that it detects a different database schema than expected. For Interation Server synchronization there is a dedicated option Configure Ixn Custom Properties. The current procedure assumes that the application already exists in Configuration Server—the required steps are described in the iWD Manager Application Definition tab on this page.


    Important
    If you are upgrading, ensure that you have uninstalled the previous version and proceed with the current installation procedure. Also make sure not to skip the Application Definition step, because new versions might deliver new options.

    Procedure

    1. Locate the install directory and enter ./install.sh.
    2. When the following output is displayed, enter the required information, as indicated at each prompt.
      Important
      In this procedure Websphere is selected for the servlet container. When asked to provide the destination directory, enter an arbitrary location. iWD Manager Java application and supporting files will be installed in this directory.

      Othercase you can select Tomcat option. Then you will be asked additionally for you tomcat installation path: Please enter the full path to your Tomcat installation

      And java application will be installed directly into Tomcat as iwd_manager and rest of supporting files in location that you provided.
      **************************************************
      * Welcome to the Genesys 8.5 Installation Script *
      **************************************************
      
      Installing iWD Manager, version 8.5.101.XX
      
      Please select your servlet container type by number:
      1. Tomcat
      2. WebSphere
      =>1
      
      Please specify the type of used Database Server:
      1) MS SQL Server
      2) Oracle Server
      =>2
      
      Please enter the Database Server hostname or IP address =>X.X.X.X
      
      Please enter the Database name =>XE
      
      Please enter the Database Server user name =>iWD
      
      Please specify the Database Server user password =>
      
      Please enter the Configuration Server Host Name =>X.X.X.X
      
      Please enter the Configuration Server Port =>2020
      
      Please enter the Configuration Server Backup Host Name =>X.X.X.X
      
      Please enter the Configuration Server Backup Port =>2020
      
      Please enter the Configuration Server Application Name =>iWD Manager (Note: Post-8.5.101.03 only)
      
      Please enter full path of the destination directory for installation =>/var/iwd85/manager
      
      Extracting tarfile: data.tar.gz to directory: /var/iwd85/manager
      ...
      webapp/
      ...
      webapp/WEB-INF/
      webapp/WEB-INF/application.properties
      webapp/WEB-INF/web.xml
      webapp/WEB-INF/faces-config.xml
      webapp/WEB-INF/lib/
      webapp/WEB-INF/lib/hibernate.jar
      webapp/WEB-INF/lib/packagedstatisticsdeprecated.jar
      webapp/WEB-INF/lib/commons-lang.jar
      webapp/WEB-INF/lib/commons-logging.jar
      ...
      webapp/META-INF/MANIFEST.MF
      
      Installation of iWD Manager, version 8.5.XXX.XX has completed successfully.
      
      
    3. Perform any optional steps or install localization if needed.

    For WebSphere configuration after installation of iWD Manager, build the WAR archive as described in the Post-Installation Steps For WebSphere tab on this page and install the generated WAR file by using the WebSphere Integrated Solutions Console.

    Procedure

    1. Log into Genesys Administrator or GAX and import the iWD Manager Application template eg. from the iWD DVD. Since 8.5.0, the iWD Manager template also includes privileges. Double-check to see whether metadata were correctly imported. This is important for definition of roles in Genesys Administrator. For GAX, importing the IP automatically also imports privileges. In that case, metadata are options since you would manage roles using GAX in those circumstances.
    2. Create a new Application object based on the template. For upgrades from 8.5.0 to 8.5.1 you can either create a new application in place of the previous one or simply update the application by using the new template. As for second option be careful with privileges part.
      Important
      The must be only one iWD Manager application on the Configuration Server. Additional ones will be ignored.
    3. To begin create procedure navigate to Configuration > Environment > Applications and click New.
    4. On the General tab:
      1. Enter a name for the iWD Manager.
      2. Select the application Template—This must of type iWD Manager.
      3. Version, Tenant and Is Application Server boxes are pre-selected according to the template type.
      4. State Enabled—If selected, indicates that the object is in regular operating condition and can be used without any restrictions.
    5. On the Connections tab, add the connections to the Interaction Server and to Universal Contact Server (UCS) that your iWD Solution will use. If you need to:
      1. Add the Port ID on the Interaction Server that iWD Manager will connect to.
      2. Specify the Connection Protocol: simple or addp.
      3. Specify the Local Timeout and the Remote Timeout—These values are required only if you specified addp in Connection Protocol. This value specifies the heartbeat polling interval, measured in seconds, on a client side. This indicates how often the client application sends polling signals to the server application. To enable this functionality, specify any integer as the value.
      4. Specify a Trace Mode—The connection trace mode used between a server and its client.
      • Trace Is Turned Off—Select if you do not want either the client or the server application to print ADDP-related messages in its log.
      • Trace On Client Side—Select if you want the client application to print ADDP-related messages in its log.
      • Trace On Server Side—Select if you want the server application to print ADDP-related messages in its log.
      • Trace On Both Sides—Select if you want both the client and server applications to print ADDP-related messages in their log.
    6. Specify Transport Protocol Paramters—Any text, usually key=value pairs, separated by a semicolon (;). This property is application-specific.
    7. Specify Application Parameters—Any text, usually key=value pairs, separated by a semicolon (;). This property is application-specific.
  • The Ports tab lists communication ports used by the clients of an application to connect to a server. To support specific high-availability configurations, more than one server can be registered on the same port within the same host. Otherwise, do not assign the port number to any other server on the same host. Click Add to add a connection.
  • Ignore the Options tab.
  • Ignore the Application Options tab.
  • Click Save to save the Application object.
  • Additional Configuration for Oracle RAC and MS SQL

    After a standard installation of iWD Manager, you must do one of the following to correctly configure iWD Manager for either Oracle RAC or MS SQL clusters:

    • Edit the iwd.properties file
    1. Edit the iWD Manager configuration file (iwd.properties) and replace the iwd.configDatabase.url property value with a valid JDBC URL for either Oracle RAC or MS SQL.
    2. Start iWD Manager.

    See also here for differences between the Oracle RAC SCAN-on and SCAN-off URLs.


    Post-Installation Steps for WebSphere

    After the installation of iWD Manager it is necessary to build the WAR archives and install them into WebSphere using Integrated Solutions Console.

    Building WAR archives for iWD Manager

    1. Browse to the directory which was specified during installation of iWD Manager and continue to subdirectory \webapps.
    2. Launch the iWD_Manager.bat or iWD_Manager.sh file, depending on your operating system. This will create the iwd_manager.war file. For example, for UNIX the following output will be displayed:
    3. bash-3.00# cd /var/iwd85
      bash-3.00# ls
      manager 
      bash-3.00# cd manager/webapps
      bash-3.00# ls
      iWD_Manager.sh iwd_manager
      bash-3.00# ./iWD_Manager.sh
      added manifest
      ...
      adding: ui/lib/codepress/images/line-numbers.png(in = 16556) (out=
      16556)(stored 0%)
      bash-3.00#
      
    4. Log in to Websphere Integrated Solutions Console.
    5. Uninstall the existing iWD Manager applications, if they are present.
    6. Install iWD applications, and select the prepared WAR files when prompted.
    7. When installation is completed, adjust the order of classloaders for each installed iWD application. By default, classloader order is Parent first, then Application. iWD requires the order to be Application first, then Parent.
    8. To change the order of the classloaders, in WebSphere Integrated Solutions Console, click on Application, click Manage Modules, click on Module (one per application), then change the classloader order to Application, then Parent.
    9. Click Save.
    10. From the installed application list:
      1. Click on the application.
      2. Click on the [JSP and JSF options] link.
      3. Important
        When deploying on Websphere 8.x, the JSF implementation must be set to SunRI1.2 for the iwd_manager application.
      4. Select SunRI1.2 from the drop-down list.
      5. Click Save.
      6. Set the WebSphere cookie path to /iwd_manager with the session management override enabled. This setting is located in iwd_manager_war> Session Management> Enable Cookies.
      7. Click Save.
    11. Start the application.


    Encode your database password

    Purpose

    An optional step that allows you encrypt the database password, because it is held in configuration files.

    Procedure

    A file named passwordEncoder.cmd (or passwordEncoder.sh for UNIX-based operating systems) file is included when you install iWD Manager. This utility can be run to encode the database password that appears in the iwd.properties file, which is located in <web application server directory>/webapps/iwd_manager/WEB-INF/classes (the password is in plain text in the iwd.properties file by default).

    1. On Windows open command-line window (go to Start -> Run and enter cmd in the Run dialog box). On other systems, open the console.
    2. Navigate to the directory where iWD Manager has been installed (for example, cd C:\Program Files (x86)\GCTI\iWDManager\passwordEncoder). Navigate to directory passwordEncoder.
    3. Enter passwordEncoder <unencoded password> (for example, if the password is genesys you would type in passwordEncoder genesys).
    4. The command-line window will display the encoded version of the password.
    5. In the iwd.properties file, replace the unencoded version of the password string with the encoded version (iwd.configDatabase.password=).
    6. Change the value of the iwd.configDatabase.passwordEncoded property to true.
    7. Save the iwd.properties file.

    Below are two sample files. The first shows an iwd.properties file before the password was encoded. The example shows the same file after the password was encoded.

    In order for the password encoder to work, the JRE bin directory must be added to the PATH system environment variable for users that handle iWD Manager server. For example, if the JRE is installed in C:\Java\jre1.7.0_45_x64 then c:\Java\jre1.7.0_45_x64\bin should be in the PATH system environment variable.

    Sample file with unencoded password

    iwd.configDatabase.url=jdbc:sqlserver://iwd80vm;
    databaseName=iwdmanagerdb
    iwd.configDatabase.username=genesys
    iwd.configDatabase.password=genesys
    iwd.configDatabase.passwordEncoded=false
    iwd.configDatabase.driverClassName=
    com.microsoft.sqlserver.jdbc.SQLServerDriver
    iwd.configDatabase.hibernateDialect=
    org.hibernate.dialect.SQLServerDialect
    iwd.configDatabase.type=mssql
    iwd.cfgServerHost=localhost
    iwd.cfgServerPort=2020
    iwd.cfgServerBackupHost=localhost
    iwd.cfgServerBackupPort=2020
    iwd.host=maestro_01 

    Sample file with encoded password

    iwd.configDatabase.url=jdbc:sqlserver:
    //iwd80vm;databaseName=iwdmanagerdb
    iwd.configDatabase.username=genesys
    iwd.configDatabase.password=********
    iwd.configDatabase.passwordEncoded=true
    iwd.configDatabase.driverClassName=
    com.microsoft.sqlserver.jdbc.SQLServerDriver
    iwd.configDatabase.hibernateDialect=
    org.hibernate.dialect.SQLServerDialect
    iwd.configDatabase.type=mssql
    iwd.cfgServerHost=localhost
    iwd.cfgServerPort=2020
    iwd.cfgServerBackupHost=localhost
    iwd.cfgServerBackupPort=2020
    iwd.host=maestro_01.
    
    Important
    You can use other Base64 encoders to encode your password as well. These can be found easily on the Web. One example is: http://www.motobit.com/util/base64-decoder-encoder.asp.

    End of procedure

    Implementing Single Sign-On & Log-Out

    To configure single sign-on (SSO), the following additional configuration is required:

    1. Edit the sso.properties section and set the following properties:
      • iwd.saml.enabled—Set to true
      • iwd.saml_entityid—Set to a value that is unique within the SSO circle (the full URL path, for example)
      • iwd.saml_idp_metadata—The URL from which to obtain the IDP's metadata file (a locally stored metadata file could be used as an alternative)
      • iwd.saml_sp_metadata—The path to the locally stored metadata file for the current SP (iWD Manager). The default value is metadata/iwdmanager_sp.xml .
      • iwd.saml.iwd_url—Set to the full URL of the local SP.
    2. In order to confgure Single Log-Out set following attributes in the sso.properties :
      • iwd.saml.sloEnabled—Set to true.
      • iwd.saml.sloAppName—Set to application name.
      • iwd.saml.sloRegEndpoint—Set to <activity-monitor-url>/v01/slo/registration/sp.
      • iwd.saml.sloUnregEndpoint—Set to <activity-monitor-url>/v01/slo/unregistration/sp.
      • iwd.saml.spSloEndpoint—Set to <iwd-manager-url>/saml/logout.
      • iwd.saml.spHeartbeatHandlerEndpoint—Set to <activity-monitor-url>/v01/server/activities.
      • iwd.saml.sloLogoutUrl—Set to /saml/logout.
      • iwd.saml.postLogoutUrl—Set to <hub-landing-page-url> or /ui/blank.jsf.
    3. Obtain encryption keys and store them in the local keystore file. The Java keystore is managed using the JDK keytool command. iWD needs to know the location of the keystore file, key name and passwords which are provided using the following properties:
      • iwd.saml.keystore/security/samlKeystore.jks
      • iwd.saml.keynameiwdmanager
      • iwd.saml.keypassChangeIt
      • iwd.saml.keystorepassChangeIt
    4. To encrypt password fields, use the passwordEncoder tool and set iwd.saml.keystorePasswordsEncoded as follows:
      • iwd.saml.keypass********
      • iwd.saml.keystorepass********
      • iwd.saml.keystorePasswordsEncodedtrue
    5. Generate the metadata file if it is not present:

      Before 8.5.103.04

      1. Set the iwd.saml.generate_metadata property to true.
      2. Set the iwd.saml.iwd_url property to <iwd-manager-url>/saml/metadata. in the iwd.properties file. In case missing of such atribute, please add it.
      3. Restart iWD Manager and go to the <iwd-manager-url>/saml/metadata URL.
      4. Rollback generate_matadata to false.

      After 8.5.103.04

      1. Go to the <iwd-manager-url>/saml/metadata URL, no additional configuation modification is required.
      2. Save the downloaded metadata file.

    6. Provide the SP's metadata file to your IDP.
    7. Enable concurrent former logging to iWD Manager in the HUB environment by setting the iwd.saml.formLoginEnabled property to true in sso.property file.


    Configuring UCS over TLS (Win)

    When UCS has Transport Layer Security (TLS) configured, either as a server on its ESP port, or as a client in its connection to Message Server, there are two ways to enable it as a Windows Service:

    -Log on As a Local Host User

    1. Select the Windows service related to UCS.
    2. Select the Log On tab. The default setting is Log on as local system account.
    3. Select Log on as this account and provide the login/password of a local host user.

    -Import a Certificate to the Local System Account

    1. Do one of the following:
      • Run psexec.exe -i -s mmc.exe, then import a certificate for a user that is the local system account.
      • Run psexec.exe -i -s certutil -f -user -p [password] -importpfx [path to the certificate]
    Important
    With the flag -s, psexec.exe executes the specified program under the system account. psexec is part of PSTools, which can be downloaded from http://technet.microsoft.com/en-US/sysinternals
    This page was last modified on March 7, 2017, at 09:32.

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