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Configuring iWD Manually (for releases from 8.5.104)

This manual procedure replaces (from release 8.5.104 onwards) the configuration and deployment activities previously carried out by the iWD Setup Utility.


  1. Log in to GAX.

  2. Go to Administration >Installation Packages and click New.

  3. Check Installation Package Upload (includes templates) and click Next.

  4. Click Upload, select the iWD Manager installation package and click Finish. Upload can take a few minutes. When it is completed you will see the uploaded iWD Manager installation package.

  5. Go to Configuration > Accounts > Capacity Rule and create iwd_capacity_rule (that is, one interaction of any type) in the tenant's Script folder.

  6. Go to Configuration > Switching > Places and create iwd_place for the iwd_admin user.

  7. Go to Configuration > Accounts > Users and create the iwd_admin user . In the iwd_admin user, set the Default Place to iwd_place and the Capacity Rule to iwd_capacity_rule.

  8. Go to Configuration > Accounts > Access Groups and create the iwd_access_group. Add the iwd_admin user in the Members tab.

  9. Go to Configuration > Accounts > Agent Groups and create the IWD agent group. Add the iwd_admin user to the Agents tab.

  10. Go to Configuration > Environment > Tenants and in the Permissions tab assign Create, Read, Update, and Execute permissions to the iwd_access_group.

  11. Go to Configuration > Accounts > Roles and create the iwd_role. In the Assigned Privileges tab, check all the required privileges from the iWD and CfgiWDManager groups.

  12. Go to Configuration > Routing >eServices and create the Iwd_Package_List object. Set the Name and Alias to Iwd_Package_List. In the Options tab create:
    1. A section called RulePackageList.
    2. A key called <Solution runtime id>, with the value <GRAT package name>

  13. Go to Configuration > Routing > eServices and create Iwd_Esp_List object. Set the Name and Alias to Iwd_Esp_List. In the Options tab create:
    1. A section called GREServerList.
    2. A key called <Solution runtime id> with the value <GRE application name>.

  14. (Optional) If UCS will be used, create:
    1. A section called ContactServerList.
    2. A key called <Solution runtime id> with the value <UCS application name>

  15. Import the iWD Business Process using the procedures described here.

  16. Activate the Classification, Prioritization, Distribution, Mark Interaction as Done and Removal strategies.

  17. Go to Configuration > Switching > DNs > Switches > <multimedia switch> > DNs and create a virtual queue called iWD. Set its Name and Alias to iWD and its Routing Type to Default.

  18. Configure the iWD Stat Extensions:

    1. Extract the iWD Stat Extensions IP to a temporary folder (such as iwdstatext).
    2. Copy ./iwdstatext/java/ext/* to ../statserver/java/ext.
    3. Copy ./iwdstatext/java/lib/* to ../statserver/java/lib.
    4. Add the following options to Stat Server applications.
    5. Section Key Value
      statserver enable-java true
      java-config java-libraries-dir ./java/lib
      java-extensions-dir ./java/ext
      jvm-path <jdk install dir>/jre/lib/amd64/server/libjvm.so for Linux/UNIX

      <jdk install dir>\jre\lib\amd64\server\libjvm.dll for Windows

      java-extensions BPR_iWD_Extension.jar true
      java-extensions-bpr-iwd dimension-mapping-1 Filter
      java-extension BPR_iWD_Extension.jar
      java-extension-jar BPR_iWD_Extension.jar
      jdbc-driver Please refer to this jdbc-driver-jar option description.
      jdbc-url Please refer to this jdbc-url option description.
      password <iWD datamart password>
      refresh 15
      service-id-1 STAT_1
      service-tenant-1 Resources
      <iWD datamart database user> user
      verbose debug
      virtual-queue-name-1 iWD
    6. Restart the Stat Servers.
This page was last modified on March 15, 2019, at 04:11.


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