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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 Genesys Adapter

You run a .jar installation file to deploy Advisors Genesys Adapter (AGA) and Resource Management Console (RMC). You use the same installation file to deploy both, although you can install only a single component (either the AGA core service or RMC) during a single installer run. The installer guides you through the deployment. The screens displayed during your deployment are dependent on the selections you make on the Install Type and Server Install Type screens. The procedures on this page are specific to AGA deployment. If you are deploying RMC, see Deploying SDS and RMC.

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. Pma you-are-here-arrow.png Install each adapter you will use (AGA and ACA). See additional information for CCAdv/WA installations.
  5. [+] Install the Advisors components for your enterprise.
  6. Make any required configuration changes.

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

Starting in Release 8.1.5, source metric definitions and statistics templates that were previously stored in the Advisors Genesys Adapter (AGA) database move to Advisors Platform tables. Configured objects and filters that were previously stored in the Advisors Genesys Adapter database move to Genesys Configuration Server. If you are migrating to Advisors release 8.1.5 as part of a migration to release 8.5.x, you have the additional step of recreating the AGA metrics schema before migrating from 8.1.5 to 8.5.0. See the Genesys 8.1 Performance Management Advisors Deployment Guide.

If you are migrating to a new software release, and not installing Advisors Genesys Adapter (AGA) for the first time, there is an existing AGA entry in the Adapter_Instances table in the Platform database. You have two options when upgrading your AGA instance:

  1. Install the new AGA instance with the same host name and port number as the previous installation. The previous adapter is updated with the new configuration. For this option, you must have information about the earlier adapter to ensure you overwrite it successfully: host and port number. Ensure you enter that information on the Adapter Port and Registration Option installation screen to match the previous entry exactly. If this information is unavailable, you can find it in the ADAPTER_INSTANCES database table on the Platform database.
  2. Install the new AGA instance with a different adapter host name and port number; it is added as a second adapter in the Platform database. Use this option to install a new adapter instance, or if you need to move the adapter to a new host name or port number. If moving the adapter to a new host name or port number, you must manually remove the previous adapter entry from the Platform database.

New3.png Migrating the AGA Metrics Database or Schema

In release 8.1.5, you dropped and recreated the metrics schema or database as part of migration. This is unnecessary for release 8.5.0. To migrate to release 8.5.0, you use scripts supplied by Genesys to simply remove old objects and then add new objects to the Advisors Genesys Adapter metrics database. Genesys provides two scripts for Oracle and one for MS SQL; see the following procedures. Review the Readme.txt file included with the scripts. The Readme file includes important information, including which tools Genesys recommends to execute the scripts.

Migration of AGA Oracle METRICS Schemas

1. Connect as the METRICS user.
2. Execute gc_metrics_<version>_ObjectsDrop.sql
3. Execute gc_metrics_new_<version>_ObjectsPlus.sql

Migration of AGA MS SQL Databases

1. Connect to the AGA metrics database.
2. Execute gc_metrics_newdb_<version>.sql

MCR extensions are required for your Stat Server only if Interaction Queue statistics are to be collected. Use the following procedure to deploy the extensions.

1. Install Stat Server.
2. Install the MCR extension package. The MCR version corresponding to the most recent Stat Server release can be obtained from the Genesys installation CD image.
3. Configure the JVM path options for the Stat Server in Configuration Manager using the Stat Server application Options tab. If you require more information about Stat Server configuration than is provided below, see Framework 8.0 Stat Server Deployment Guide.
  1. Configure Stat Server Java options, such as [java-config], [java-options], and [java-extensions].
  2. Set the JVM Path to the jvm.dll file (for example: C:\Program Files\Java\jre5\bin\client\jvm.dll).
  3. Set the ext directory to the relative path of the extensions directory under the Stat Server installation (the default is ./java/ext).
  4. Set the lib directory to the relative path of the library directory under the Stat Server installation (the default is ./java/lib).
  5. Select the eServiceContactStat.jar and eServiceInteractionStat.jar Java Extension jar files to be loaded.
4. Ensure that the Stat Server has a connection to the Interaction Server. Double-click the Stat Server application, and add this connection on the Connections tab if it is not already present.
5. Under the Stat Server application Options table, set enable-java to true.
6. Under the Stat Server application Options tab, create a new section named common. Set the value of option rebind-delay to 0 (zero).

If you previously loaded the statserverentries.cfg file, this option is already there. Ensure you verify it is correct.

7. Ensure that the corresponding connection from the Interaction Server back to the Stat Server is also present. Double-click the Interaction Server Application, and add the connection on the Connections tab if it is not already present.
8. Restart both the Interaction Server and the Stat Server.

1. Place the aga-installer-<version>.jar file into the Advisors home directory.
[+] Show additional information for Linux environments
2. Launch the AGA installation file.
[+] Show Steps for Linux
[+] Show Steps for Windows
3. On the Install Type screen, select the Install Server radio button. You can install only a single component (either the core service or RMC) during a single installer run.
4. On the Server Install Type screen, select the Contact Center Advisor/Workforce Advisor radio button.

After installation, you must install and start the AGA service.

5. On the Installation details screen, specify the installation directory and the directory in which the log files will appear. The default installation directory is C:\Program Files\GCTI\Advisors\Genesys\Adapter.
6. On the Java Development Kit screen, specify the location of the root directory of the Java installation.
7. On the Database Type screen, select either the SQL Server or the Oracle option – whichever you use for databases in your installation. The screens that follow are dependent on your selection:
[+] Show Step for SQL Server
[+] Show Steps for Oracle
[+] Show Steps for Oracle RAC
8. On the Platform Database Configuration screen, specify connection information for the the Advisors Platform database with which this AGA will be registered. You must complete this screen for all database types (MS SQL, Oracle basic, or Oracle RAC). If you use Oracle RAC, you will be prompted for additional information about the Advisors Platform database at Step 11.
[+] Show More
9. On the Genesys Data Source – Configuration Server screen, configure the connection to the Genesys Configuration Server(s).
[+] Show Steps
10. On the Genesys Data Source – Stat Server Configuration screen, configure the connection to the data source Stat Server(s).
[+] Show Steps
11. On the Adapter Port and Registration Option screen, you enter information that the Advisors Platform database requires to register this adapter instance.

If your enterprise has an Oracle RAC database installation, the Enter Advisor Platform Database information for Adapter Registration screen prompts you for additional information about the Platform database with which the adapter will register.

[+] Show More
12. After installation is complete, click Show Details, and then click Install and verify that there were no errors reported during installation.
13. Configure AGA to run automatically as a system service.
[+] Show Steps for Linux
[+] Show steps for Windows
14. For every Stat Server (primary and backup) that you specified as part of the AGA server deployment, open the Stat Server configuration through the Configuration Manager and import the Advisor metrics on the Options tab. The metrics are stored in a file named StatServerEntries.cfg, and the file is located in C:\Program Files\GCTI\advisors\Genesys\Adapter\CONF (or the location you specified in which to install the Advisors Genesys Adapter).

This configuration file also contains settings for the Stat Server logging. The location of the log file can be changed by changing the following options in the Stat Server Options tab under the Log section:
all=statserver.log
standard=statserver.log

1. Place the aga-installer-<version>.jar file into the Advisors home directory.
[+] Show additional information for Linux environments
2. Launch the AGA installation file.
[+] Show Steps for Linux
[+] Show Steps for Windows
3. On the Install Type screen, select the Install Server radio button. You can install only a single component (either the core service or RMC) during a single installer run.
4. On the Server Install Type screen, select the Frontline Advisor radio button.

After installation, you must install and start the service.

5. On the Installation details screen, specify the installation directory and the directory in which the log files will appear. The default installation directory is C:\Program Files\GCTI\Advisors\Genesys\Adapter.
6. On the Java Development Kit screen, specify the location of the root directory of the Java installation.
7. On the Database Type screen, select either the SQL Server or the Oracle option – whichever you use for databases in your installation.

If you select Oracle as your database type, you are prompted for additional information.

[+] Show Steps for single-instance Oracle installations
[+] Show Steps for Oracle RAC installations
8. On the Platform Database Configuration screen, specify connection information for the the Advisors Platform database with which this AGA will be registered. You must complete this screen for all database types (MS SQL, Oracle basic, or Oracle RAC). If you use Oracle RAC, you will be prompted for additional information about the Advisors Platform database at Step 11.
[+] Show More
9. On the Genesys Data Source – Configuration Server screen, configure the connection to the Genesys Configuration Server(s).
[+] Show Steps
10. On the Genesys Data Source – Stat Server Configuration screen, configure the connection to the data source Stat Server(s).
[+] Show Steps
11. On the Adapter Port and Registration Option screen, you enter information that the Advisors Platform database requires to register this adapter instance.

If your enterprise has an Oracle RAC database installation, the Enter Advisor Platform Database information for Adapter Registration screen prompts you for additional information about the Platform database with which the adapter will register.

[+] Show More
12. After installation is complete, click Show Details, and then click Install and verify that there were no errors reported during installation.
13. Configure AGA to run automatically as a system service.
[+] Show Steps for Linux
14. For every Stat Server (primary and backup) that you specified as part of the AGA server deployment, open the Stat Server configuration through the Configuration Manager and import the Advisor metrics on the Options tab. The metrics are stored in a file named StatServerEntries.cfg, and the file is located in C:\Program Files\GCTI\advisors\Genesys\Adapter\CONF (or the location you specified in which to install the Advisors Genesys Adapter).

This configuration file also contains settings for the Stat Server logging. The location of the log file can be changed by changing the following options in the Stat Server Options tab under the Log section:
all=statserver.log
standard=statserver.log

It is possible to deploy multiple instances of the Genesys Adapter core service on a single server. If you do use the same metrics database for more than one adapter, each adapter must monitor a completely distinct set of objects. For each installation, you should:

  • Create the metrics database.
  • Install and configure the AGA core service.

Deploy the second, and subsequent AGA instances, using the same procedure you use to deploy a single instance, and follow these rules:

  • You must install each Genesys Adapter instance in a different directory. For example, the first instance could use the following location:
    C:\Program Files\GCTI\Advisors\Genesys\Adapter
    and the second instance could be located at:
    C:\Program Files\GCTI\Advisors\Genesys\Adapter2.
  • You must specify a unique log directory for each Genesys Adapter instance.
  • You must specify a unique port number for each Genesys Adapter instance.

You must also edit the configuration file for each additional AGA core service deployment. See the following procedure.

1. Once the additional adapter has been installed, navigate to the conf folder for this installation.
2. Locate the file wrapper.conf and edit it as follows:
  1. Search for the # Name of service string.
  2. Edit the parameter below it (wrapper.ntservice.name=) so that the service name is different from the original instance. For example, enter Advisors Genesys Adapter 2.
  3. Edit the next parameter (wrapper.ntservice.displayname=) so that it differs from the original instance. This is the name that will appear in the NT Services dialog. It need not match the name used in wrapper.ntservice.name= above, but it can.
3. Save and close the file.
4. Navigate to the bin folder for the second installation, and execute the Install-Adapter-NT.bat file. This installs the renamed service. After the installation is complete, you can then locate and start the service in the Services Control Panel applet.

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_gadb;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_gadb;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 08:26.

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