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If you use a Genesys computer-telephony integration (CTI) installation, you must install Advisors Genesys Adapter with CCAdv and WA applications. For Cisco installations, no adapter is required.

Deploying CCAdv and WA

If you are installing any or all of the following Advisors modules, use the procedures and information in this section:

  • Contact Center Advisor (CCAdv)
  • Contact Center Advisor–Mobile Edition (CCAdv-ME)
  • Workforce Advisor (WA)
  • Alert Management (AM) Administration

You can deploy these modules on a Red Hat Linux or a Windows platform, and with Oracle or MS SQL databases.

If you use a Genesys computer-telephony integration (CTI) installation, you must install Advisors Genesys Adapter with CCAdv and WA applications. For Cisco installations, no adapter is required.

If you are upgrading your version of CCAdv-ME, ensure you read Upgrade CCAdv-ME.

For information about deploying smartphone client applications, see Deploy Smartphone Client Applications.

Roadmap


  1. [+] Install the databases that correspond to the Advisors products you will deploy.
  2. Create the Advisors User and the Object Configuration User in Configuration Server.
  3. [+] Install the Platform service (Geronimo) on all servers on which you will deploy one of the Advisors components.
  4. Install each adapter you will use (AGA and ACA). See additional information for CCAdv/WA installations.
  5. Install the Advisors components for your enterprise:
    • Pma you-are-here-arrow.png Contact Center Advisor
    • Pma you-are-here-arrow.png Workforce Advisor
    • Pma you-are-here-arrow.png Contact Center Advisor – Mobile Edition
    • Frontline Advisor
    • SDS and Resource Management
  6. Make any required configuration changes.

You run a single .jar installation file to deploy any or all of the modules. Use the procedure below to start your installation. The installer guides you through the deployment. The screens displayed during your deployment are dependent on the selections you make on the Modules to Install screen. Information about each screen is available on the Installation Screens tab below.

1. Copy the installation file to the Advisors home directory.
[+] Show additional information for Linux environments
2. Launch the installation file.
[+] Show Steps for Linux
[+] Show Step for Windows
3. On the Modules to Install screen, select which Advisors application(s) you will install. You can install an individual application or as many applications as you require during a single run of the installation file.

Each of the modules can be installed on a different machine; however, Advisors Platform must be installed on each server where a module is installed. When installing multiple modules on the same machine, the underlying components, such as Advisors Platform, are installed only once.

[+] Show Information about Selections
4. On the Destination Directory screen, specify the destination directory in which the files will be installed (the Advisors base directory).

For all module options, the installation process prompts for the location of the installation directory and Advisors Platform database. Use the same directory and database configuration that was specified when the Advisors Platform database was configured. The default directory is Program Files\GCTI\Advisors.

5. Use the information provided on the Installation Screens tab on this page to assist you to complete the remaining deployment screens.

[+] CCAdv-ME Server Configuration
[+] CCAdv-ME Trend Charting Configuration
[+] Data Source
[+] Database Type
[+] Genesys Advisor Platform Database
[+] Genesys Advisor Platform Database - RAC
[+] Java Development Kit
[+] Metric Graphing Database
[+] Metric Graphing Database - RAC
[+] Oracle setup type
[+] Workforce Advisor Server - IEX TotalView
[+] Workforce Aspect eWFM
[+] Workforce Genesys WFM
[+] Workforce Advisor Server - Page 1
[+] Workforce Advisor Server - Page 2
[+] XML Generator - Page 2
[+] XML Generator - Page 3
[+] XML Generator - Page 4
New3.png[+] XML Generator and Workforce Advisor

If you use a Linux platform, configure XML Generator to run automatically as a system service:

  1. As root, create an /etc/init.d/advisors-xmlgen file with the following contents; remember to replace <version> with the version number of your file and <Advisors directory> with your directory’s name:
    #!/bin/bash
    # description: Advisors Cisco Adapter Start Stop Restart
    # processname: advisors
    # chkconfig: 235 20 80
    #
    # This script should be edited and installed in /etc/init.d directory
    #
    # Before using please edit PATH and XMLGEN_HOME.
    #
     
    export PATH=/home/advisors/jdk1.7.0_<version>/bin:$PATH
     
    XMLGEN_HOME=/home/advisors/<path to xmlgen directory>
     
    cd $XMLGEN_HOME
     
    case $1 in
    start)
    /bin/su advisors ./startup.sh
    ;;
    stop)
    ./shutdown.sh
    ;;
    restart)
    ./shutdown.sh
    /bin/su advisors ./startup.sh
    ;;
    esac
    exit 0
  2. As root, make the startup script executable:
    chmod 755 /etc/init.d/advisors
  3. As root, configure the system to start the Advisors process at boot time:
    chkconfig --add advisors
    chkconfig --level 235 advisors on
  4. As root, check that the configuration is correct:
    chkconfig --list advisors

    The output should be similar to the following:

    advisors 0:off 1:off 2:on 3:on 4:off 5:on 6:off

The following Table shows parameter validation errors that you may encounter at the end of installation.

Installation Error Message Cause
[java] Failed to connect to the database using connection URL:

[java]
jdbc:sqlserver://192.168.xx.yy:nnn;DatabaseName=ys_eadb;user=sa;password=very_secure_pwd; selectMethod=cursor
[java] The following exception was thrown:
com.microsoft.sqlserver.jdbc.SQLServerException: The TCP/IP connection to the host 192.168.xx.yy, port nnn has failed. Error: "Connection refused. Verify the connection properties, check that an instance of SQL Server is running on the host and accepting TCP/IP connections at the port, and that no firewall is blocking TCP connections to the port.

Wrong database server name / IP address or port number
[java] Failed to connect to the database using connection URL:

[java]
jdbc:sqlserver://192.168.xx.yy:nnnn;DatabaseName=NotAPlatformDB;selectMethod=cursor;user=sa; password=very_secure_pwd
[java] The following exception was thrown:
com.microsoft.sqlserver.jdbc.SQLServerException: The TCP/IP connection to the host 192.168.xx.yy, port nnnn has failed. Error: "connect timed out. Verify the connection properties, check that an instance of SQL Server is running on the host and accepting TCP/IP connections at the port, and that no firewall is blocking TCP connections to the port."

Wrong database name
[java] Exception while connecting: Login failed for user 'badUserId'.

[java] url used:
jdbc:sqlserver://192.168.xx.yy:nnnn;DatabaseName=ys_eadb;selectMethod=cursor;user=badUserId; password=very_secure_password

Wrong database user name or password
[loadfile] Unable to load file: java.io.FileNotFoundException: C:\ (The system cannot find the path specified) Produced in error and can be ignored.
This page was last modified on August 24, 2018, at 07:04.

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