Deploying SDS and RMC
Use the information on this page to deploy the Resource Management Console and the Supervisor Desktop Service (required for RMC).
- Supervisor Desktop Service (SDS) requires a 32-bit Java installation (JVM). SDS will run on a 64-bit operating system, including both Windows 2008 and Windows 2003 Server, but attempting to run the SDS startup executable against 64-bit Java causes it to immediately shut down. SDS can be started and run from its batch file using 64-bit Java, but this requires a session to be always open on its server and is therefore not recommended. Java 32-bit can be run on 64-bit Windows operating systems.
- Performance Management Advisors support Oracle JDK 1.7, but SDS does not. If you deploy SDS with Advisors Release 8.1.401 or later, and you have Java 7 installed, you must also install a version of JDK 1.6.0 for SDS.
- Install SDS and the Resource Management Console (RMC) only after you have installed all other Advisors components that you use in your enterprise. Genesys recommends that you verify the dashboards are working for all installed components (CCAdv, WA, FA), and that the hierarchy in each dashboard rolls up correctly before you install SDS and RMC. After you have verified Advisors is working correctly, install JDK 1.6 (if it is not already installed as your primary JDK version), and then install SDS and RMC.
|1. If an older version of SDS is already installed, you must uninstall it.|
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|2. Ensure that you have either a JAVA_HOME or JRE_HOME environment variable set, pointing to the JDK or JRE root directory respectively.|
|3. Choose a location on the server, and unzip the Supervisor Desktop Service zip file.|
|4. On the Genesys server, launch the Configuration Manager and configure the SDS application.|
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|5. In the folder containing the Supervisor Desktop Service installation package, run setup.exe. The Genesys Installation Wizard for SDS displays and guides you through the rest of the installation.|
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|6. In the Configuration Manager, edit the options for your Stat Server application:
|7. In the Configuration Manager, browse to the scripts for the tenant(s) that you use for the SDS installation. In a pre-7.6 Configuration Manager installation, these would appear under Resources/Scripts. In a 7.6+ Configuration Manager installation, these would appear under Tenant/Scripts.|
Delete all scripts named User Stat.Spv*.
|8. Restart any Stat Server to which you added the StatServerEntries.cfg file.|
|9. On the server containing your SDS service, navigate to the bin directory, and edit the GDesktopStarter.ini batch file. Find the line starting with echo JavaArgs:
|10. Open the Windows services control panel, and start the new Genesys Supervisor Desktop Service.|
|1. Launch the AGA installation file.|
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|2. On the Install Type screen, select the Deploy Resource Management Console radio button. You can install only a single component (either the core service or RMC) during a single installer run.|
|3. On the Database Type screen, select either the SQL Server or the Oracle option – whichever you use for Advisors platform database(s). The screens that follow are dependent on your selection:|
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|4. After installation is complete, click Show Details, and then click Install and verify that there were no errors reported during installation.|
|5. After RMC has installed successfully, you must edit the RMCInfo.xml configuration file to provide the information required to make Resource Management function and available to Contact Center Advisor. The file is found in the following directory:|
All SDS-prefixed properties refer to the SDS Service, installed earlier. All CCAdv/WA-prefixed properties refer to the CCAdv/WA installation host.
Use the following values:
|6. To access the Resource Management Notification administration pages through the Advisors interface (Advisors Administration module), you must add the following entry to the Apache httpd.conf file on the web server:
ProxyPass /rmc/ ajp://<rmc host>:<rmc port>/rmc/
where <rmc host> is the host name or IP address for the machine on which the RMC module is installed, and where <rmc port> is the corresponding port number (default: 8009).
|7. Open the services windows and restart the Geronimo server.|