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Deploying SDS and RMC

Use the information on this page to deploy the Resource Management Console and the Supervisor Desktop Service (required for 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. Install each adapter you will use (AGA and ACA).
  5. Install the Advisors components for your enterprise:
    • Contact Center Advisor
    • Workforce Advisor
    • Contact Center Advisor – Mobile Edition
    • Frontline Advisor
    • Pma you-are-here-arrow.png SDS and Resource Management
  6. Make any required configuration changes.

Important
  • 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.
[+] Show More
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.
[+] Show Steps
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.
[+] Show Steps
New3.png6. In the Configuration Manager, edit the options for your Stat Server application:
  1. Import the StatServerEntries.cfg file (found in the Advisors Genesys Adapter installation directory) into the Stat Server application options. When prompted to overwrite the existing options, choose NO.
  2. If prompted to overwrite/update any statistics options, do this. The file does not alter any default Stat Server metrics, only ones specific to Advisors. Changing any logging options is optional.
  3. Restart the Stat Server.
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:
  • Change the value of -Xms to 512.
  • Change the value of -Xmx to 1024.
  • Append the following to the end of the line – the following options improve performance of the SDS:
    -XX:+UseConcMarkSweepGC
  • If SDS is being installed in a multiprocessor environment, add the following to the end of the line:
    -XX:+UseParNewGC
10. Open the Windows services control panel, and start the new Genesys Supervisor Desktop Service.


1. Launch the AGA installation file.
[+] Show Steps for Linux
[+] Show Steps for Windows
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:
[+] Show Step for SQL Server
[+] Show Steps for Oracle
[+] Show Steps for Oracle RAC
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:

Advisors\geronimo-tomcat6-minimal-2.1.3\repository\com\informiam\genesys\rmc-web\<version>\rmc-web-8.x.xxx_<version>.war\WEB-INF\classes

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:

  • SDS_IP – The IP address for the SDS Service host.
  • SDS_Port – The port number for the SDS path (default 8080).
  • If you are using the Spv user with blank password in the SDS configuration, do not change SDS_DeployPath, SDS_UserName, or SDS_Password. If the user for SDS is not the Spv user with blank password, you must enter that user and password (the SDS_UserName and SDS_Password parameters) in the RMCInfo.xml file. The password must be encrypted. To encrypt the password, use the password encryption utility (see Change Encrypted Passwords).
  • CCAWA_IP – The IP address for the CCAdv/WA server host. When using numerical IPv6 addresses, enclose the literal in brackets.
  • CCAWA_Port – The port number for the CCAdv/WA server (default 8080).
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.
This page was last modified on August 24, 2018, at 07:05.

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