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Prerequisites

New3.png This page describes what you must do before you deploy Genesys Performance Management Advisors. Read all prerequisites relevant to the applications you will deploy before you begin installation.

The tabs below provide general information about the deployment environment, as well as information specific to each application. There is a list of questions to consider for each application. There are also Tables in which you can input data for your environment. Use the data in these Tables as a reference guide when you deploy each application.

Importance of Advisors Platform

Each Performance Management Advisor application (such as dashboards, the System Administration module, the Workforce Web Service, and the XMLGen application) requires the installation of Advisors Platform before installation of the application. Each application relies on Advisors Platform to function.

It is very important that you enter complete information on all installation screens when deploying Advisors Platform to ensure correct functionality in the applications.

The Platform installation file installs the following base services:

  • Geronimo
  • Base web
  • Navigation service
  • Mail-Delivery service
  • Preferences service
  • Cache service
  • Security Realm
  • The data source
  • Cluster Manager

Environmental Requirements

Before you deploy Genesys Performance Management Advisors, ensure you provide – or can provide – the following operating environment.

Networks

Advisors components and all related components (Stat Server, Configuration Server) must be installed on the same network.

Operating systems

You can deploy Performance Management Advisors on Microsoft Windows or, starting in Release 8.5.0, on Red Hat Linux (64-bit applications running on a 64-bit operating system). The installation of the Advisors products on a Red Hat Linux server differs from the installation of those same products on a Windows operating system. See Deploying Advisors for procedures.

For information about operating system versions compatible with your Advisors release, see Genesys Supported Operating Environment Reference Guide and Genesys Interoperability Guide.

Software

The following external software must be installed on the appropriate physical computer involved in Advisors installation:

  • Java Development Kit (JDK)
  • Apache HTTP Server
    If the Apache server is installed on the same machine as Advisors Platform, the Apache server must use a port other than 8080 (which is used by Advisors Platform). In most cases, Apache will be able to use port 80.

Client Software

You must install the Flash player plug-in for non-IE browsers (for example, Firefox) on each user’s desktop or laptop that runs the Advisors user interface.

Databases

You require the following databases in an Advisors installation, dependent on the Advisors applications you install:

  • Advisors Platform database – Required for all applications.
  • Advisors Cisco Adapter database – For Cisco installations only.
  • Advisors Genesys Adapter metrics database – Required for AGA, CCAdv, and WA.
  • Advisors metrics graphing database – Required for Contact Center Advisor and Workforce Advisor. All components of those products require it (Web services and Web server/XML Generator).

New3.png In a situation where CCAdv/WA is deployed on one Platform cluster and FA is deployed on another Platform cluster, Genesys recommends that you use a separate Platform database per cluster; the Platform server clusters should not share a Platform database in this situation.

When the various types of Platform server clusters share one Platform database, those servers are sharing the same Data Manager configuration – especially the Adapter pool configuration that is present in the Platform database – and this can lead to service interruptions when one service is restarted.

If it is absolutely necessary to have the various Platform server clusters for each application share one Platform database, ensure the Administration workbench is installed with only one of the Platform installations. The Advisors Platform installation file gives you the option to install this component. As part of your planning, you should decide on which Platform server you will install the Administration workbench.

You cannot mix database types within an Advisors installation; each installation must be either wholly MS SQL or wholly Oracle. Advisors supports one of the following for databases:

  • Microsoft SQL Server 2005 or Microsoft SQL Server 2008. Genesys recommends that you use MS SQL Server Enterprise Edition for optimal performance, although Standard Edition is also supported. You can install the metric graphing feature with or without the MS SQL Server partitioning feature. The partitioning feature provides flexibility and can improve performance; partitioning has more options than non-partitioning for organizing the metric graphing data that comes from Workforce Advisor and Contact Center Advisor. You must use MS SQL Server Enterprise Edition if you plan to install metric graphing and use partitioning. MS SQL Server Standard Edition does not support the partitioning feature. If you use MS SQL Enterprise Edition, but you do not use partitioning, you can use the script(s) from \sql\mssql-standard.
  • Oracle 11g. You can install the metric graphing feature with or without the Oracle database partitioning feature. The partitioning feature provides flexibility; partitioning has more options than non-partitioning for organizing the metric graphing data that comes from Workforce Advisor and Contact Center Advisor. Ensure you have Oracle Database Enterprise Edition with the partitioning option if you plan to install metric graphing and use partitioning. If you use Oracle database software that includes the partitioning feature, but you do not use partitioning, you can use the scripts from \sql\oracle-without-partitions. Advisors support connection to Oracle Real Application Clusters (RAC).

If using Oracle, you also require the appropriate Oracle JDBC driver. You can obtain the driver from Oracle's website, www.oracle.com. Advisors requires versions compatible with supported JDK versions. (Drivers containing tracing code or compiled with the -g option are not necessary.) See the Genesys Supported Operating Environment Reference Guide for supported versions of JDK and Oracle JDBC drivers.

Database Management Tools

Genesys recommends the following tools to manage Advisors database operations:

  • Oracle: SQLPlus
  • Microsoft SQL Server: Microsoft SQL Server Management Studio

Installing Services under Windows 2008 Server

For installations on Windows 2008 Server, the Administrator installing the Advisors components and the Apache Web server should have permissions to install an NT service.

If for some reason granting this access is not possible, you can create shortcuts to the service installers that you may run as an Administrator.

To install the Platform Geronimo NT service, create a shortcut for the InstallAdvisorsServer.bat file.

To install the XMLGen NT service, create a shortcut for the InstallXMLGen.bat file.

To install Apache (including its NT service), create a short cut for the MSI installer.

Once you have created a shortcut, right click on the shortcut, and use the Run as administrator option to install the NT service for that component.

Linked Servers

The creation of linked servers might be required for either Cisco or Genesys installations.

For a Cisco installation, you must link to the server containing the Cisco Intelligent Contact Management (ICM) Distributor Admin Workstation (AW) databases. These must exist before the Advisors installation can proceed.

For a Genesys installation, you might have existing metrics databases. These are either created during the Advisors Genesys Adapter installation(s), or have already been created as part of earlier Genesys Adapter installation(s) (for example, for a previous version). The creation of linked servers in a Genesys environment is required only if the metrics databases exist, or will be created, on different SQL Server instances.

System clocks

You must synchronize the system clocks of all physical servers used in a given Advisors installation with a central time server.

Before you deploy Advisors Platform, it is helpful to answer the following questions:

  • Will you deploy Advisors Platform on a Linux Red Hat or a Windows platform?
  • Is there a need to have two distinct Advisors deployments on one system?
  • On which server will you install the Advisors Administration module? The Administration module must be installed with at least one of the components of Advisors.
  • Will you install the applications (FA, CCAdv, WA) in standalone or distributed mode? To administer each application, you must install the Administration workbench with at least one instance of the application. If you are installing Advisors Platform to support a clustered Advisors suite server, on which system in the cluster will you install the Administration module (workbench)?
  • Where are you installing Advisors (in which directory)? The default location is C:\ProgramFiles\GCTI\Advisors. If you do not create the directory before deployment, you can create it as part of the deployment process.
  • Do you want applications to send e-mail notification messages? From what address will an application send notifications (for example, DONOTREPLY@<your enterprise>.com)? To what e-mail address will an application send notifications?
  • Which language(s) will be used for email notifications from the system? (Advisors supports English and German in release 8.5.0.)
  • Each server on which you install Platform requires a unique cluster node. What will you use for node IDs?
  • Will you connect to the Genesys Configuration Server using TLS?
  • Do you want update events from the Configuration Server to update the Advisors database with the new information (that is, do you want to synchronize user updates between Configuration Server and the Advisors database)? If yes, which instance of Advisors Platform will maintain the synchronization (in a clustered environment, a single Platform instance must be designated as responsible for maintaining the user account synchronization)?

Prerequisites

Ensure you have completed all the tasks in the following Table before you begin Advisors Platform deployment.

Y or N Prerequisite
If you use Genesys Framework, a verified Genesys environment must be ready and available. In a Genesys environment, you have established connection to the Genesys Configuration Server.
You have initialized databases—databases must be present and at the current version prior to running the installation files. You have configured accounts that can be used by applications to access the databases.
Each application server and its associated database are in the same time zone, and the time is synchronized. (The client can be in a different timezone.)
You have configured the Advisors User account in the Genesys Configuration Server. For more information see Creating the Advisors User.
You have configured the Object Configuration User in the Genesys Configuration Server. For more information, see Data Manager.
You have installed JDK on the server on which you will be deploying Advisors Platform.
If you plan to connect to the Configuration Server using TLS, you have configured a secure port for Genesys Configuration Server. For more information, see Genesys 8.1 Security Deployment Guide.
If you plan to connect to the Configuration Server using TLS, you have configured security certificates:
On the system on which you are installing Advisors Platform, you have set the Regional and Language options to the locale for which you want the servers to be deployed.
If you are going to use two different deployments of Advisors on the same machine, then you have chosen different values for the port numbers that each deployment will use. See Multiple Advisors Deployments on One System.
You have located the advisors-platform-installer-<version>.jar file on the installation CD and have copied it to the local drive of your server.
If you use Management Framework 8.1.x in your enterprise and you will allow users to modify their Advisors login password, you have changed the following two options in Management Framework to true to avoid potential lockouts:
  • the no password change at first login option
  • the override password expiration option

For information about the no password change at first login and override password expiration options, see Genesys Framework 8.1 Configuration Options Reference Manual.

Important
After you install the Advisors applications, you must also ensure you assign the Advisors.ChangePassword.canView privilege to all users. Performance Management Advisors support Genesys Management Framework Release 8.1.x, but do not fully support the password security authentication options available in Management Framework. Users can be locked out of the Advisors browser if you use Genesys Management Framework 8.1.x in your enterprise and do not change the preceding Management Framework options to true and fail to assign the Advisors.ChangePassword.canView privilege to all users.

Collect Information

During deployment of Advisors platform, the installer will prompt you for the information in the following Table.

Information Input
Are you installing the Advisors Administration on this system with this installation of Platform
Language(s) to use in email notifications from the system (English is the default)
Location and name of the base directory in which you will install Advisors
Language(s) to specify for email notifications from the system
Location of the Java Development Kit (root directory)
Port numbers that the Geronimo application server will use. If you are not going to install two different deployments of Advisors on the same machine, use the default values the installer supplies. See Multiple Advisors Deployments on One System for more information.
Node ID for this server in the Advisors cluster
The IP address or host name that other cluster members will use to contact this node (not localhost or 127.0.0.1)
The port number the members of the cluster will use to communicate. If you are not going to install two different deployments of Advisors on the same machine, use the default value the installer supplies. See Multiple Advisors Deployments on One System for more information.
The local host address (localhost or 127.0.0.1)
The port number used for communication by the cluster's distributed cache. If you are not going to install two different deployments of Advisors on the same machine, use the default value the installer supplies. See Multiple Advisors Deployments on One System for more information.
Details to connect to the Genesys Configuration Server:
  • The name of the primary configuration server (the application name, obtained from the Configuration Manager)
  • The name or IP address of the machine that hosts the Configuration Server
  • The port that the configuration server is listening on (if you are not using a TLS connection). If you use a TLS connection, identify the TLS port number.
  • The name of the application that Advisors Platform will use to log in to the Configuration Server (for example, default)
  • The user name and password of the account that Advisors Platform will use to connect to the Configuration Server. This is the Advisors User.
  • The location of the TLS properties file
The name of the Object Configuration User account (configured in Configuration Server)
Will you synchronize user updates between the Configuration Server and the Advisors database?
The name of the default tenant in the Configuration Server under which the Advisors metadata is maintained

When multiple Advisors suite installations are deployed to use the same Configuration server, the default tenant selected on each Advisors suite installation must be a different tenant. The default tenant configuration is selected when installing the Platform server. Within one Advisors suite, the Platform server for CCAdv/WA and the Platform server for FA can share the same default tenant, but different suites cannot share the same tenant.

Will you enable forgot your password? functionality (that is, allow password modification)? If you enable it, you can control user access to it with role-based access control
Type of database used in your enterprise (MS SQL or Oracle (including Oracle RAC)), and connection details:
  • The host name, IP address, or named instance of the server for the Platform database
  • Port number that the database listens on (you do not require this information if the server is a named instance)
  • The Platform database name (the SID for an Oracle installation)
  • The Platform database username and password associated with the account that Advisors Platform will use to access the Platform database
  • For an Oracle RAC installation, the location of the file that contains the advanced database connection string. If you do not know how to correctly build the advanced database connection string, contact your database administrator.
  • For an Oracle installation, the location of the JDBC driver
(Optional) If you have enabled the "Forgot Password" functionality, you require the following details for the SMTP (mail) service that you will use to send the notification messages:
  • SMTP server host name or IP address
  • The address from which to send application notification e-mail
  • The address to which to send application notification e-mail

Before you deploy Advisors Genesys Adapter, it is helpful to answer the following questions:

  • Will you deploy Advisors Genesys Adapter on a Linux Red Hat or a Windows platform?
  • Where are you installing Advisors (in which directory)? The default location is C:\ProgramFiles\GCTI\Advisors.
  • What filters do you require for your enterprise? There are no filters included with the installation of AGA. You configure filters as business attributes in Genesys Configuration Server.
  • Will you require the Resource Management Console (RMC) for the CCAdv dashboard? RMC requires that you also install the Supervisor Desktop Service (SDS). Also, you must install RMC during a second run of the AGA installation file; you can install only a single component (either the AGA core service or RMC) during a single installer run.
  • On which server will you install AGA for CCAdv/WA and on which will you intall AGA for FA? Serving both FA and CCAdv/WA from one system is not recommended for performance reasons.
  • Do you use a TLS connection to the Configuration Server?

Prerequisites

Ensure you have completed all the tasks in the following Table before you begin Advisors Genesys Adapter deployment.

Y or N Prerequisite
You have initialized databases—databases must be present and at the current version prior to running the installation files. You have configured administrator accounts that can be used by applications to access the databases.
Advisors Platform is successfully installed on each physical server on which you will install Advisors Genesys Adapter.
Oracle JDK is installed. You can download Oracle JDK from http://www.oracle.com/technetwork/java/javase/downloads/index.html. See the Genesys Supported Operating Environment Reference Guide for information about supported versions.
If you are deploying AGA on a Linux platform, you have created the Advisors group and user. This should be done when deploying Advisors Platform on the server.
You have located the aga-installer-<version>.jar file on the installation CD and have copied it to the local drive of your server.
A verified Genesys environment is ready and available.

This includes (but is not limited to) Configuration Server, Stat Server, and the T-Server(s) and/or Interaction Servers. All of these services must be running prior to deploying the Genesys Adapter.

You have the Genesys Statistics Server ready and available, and the MCR extension package is installed if you will collect interaction queue statistics. If you will use third-party media statistics, the third-party media Stat Server extensions are installed.
If the T-Server is the Avaya Communication Manager, make sure that the T-Server option query-agent-work-mode is set to on-restart. This is the default option. To set this option, go to TServer > Option tab > T-Server Option and locate query-agent-work-mode. This setting is required for the AfterCallWork state changes to be visible.
All the Stat Server configurations are updated with the statserverEntries.cfg options file supplied with Genesys Adapter. Alternatively, you have reviewed the statserverEntries.cfg file and manually updated the Stat Server options with options recommended in the file.
You have estimated the number of Advisors Genesys Adapters that you require. Depending upon the number of statistics to be served, you might require more than one AGA.


Collect Information

During deployment of Advisors Genesys Adapter, the installer will prompt you for the information in the following Table.

Information Input
Application that this instance of AGA serves (CCAdv/WA or FA)
Location and name of the base directory in which you will install Advisors
Path to the directory in which log files will be written
Location of the Java Development Kit (root directory)
Type of database used in your enterprise (MS SQL or Oracle (including Oracle RAC)).

For an Oracle installation, the location of the JDBC driver.

Connection details to the AGA metrics database:
  • The host name, IP address, or named instance of the server on which the Metrics Graphing database is installed.
  • Port number on which the database listens (you do not require this information if the server is a named instance)
  • The Metrics Graphing database name (the SID for an Oracle installation)
  • The username and password associated with the account that modules will use to access the Metrics Graphing database
  • For an Oracle RAC installation, the location of the file that contains the advanced database connection string. If you do not know how to correctly build the advanced database connection string, contact your database administrator.
Connection details to the Advisors Platform database:
  • The host name, IP address, or named instance of the server on which the Advisors Platform database is installed.
  • Port number that the database listens on (you do not require this information if the server is a named instance)
  • The Platform database name (the SID for an Oracle installation)
  • The username (in an Oracle environment, the schema) and password associated with the account that modules will use to access the Platform database
  • For an Oracle RAC installation, the location of the file that contains the advanced database connection string. If you do not know how to correctly build the advanced database connection string, contact your database administrator.

Use the same database configuration that was specified when the Advisors Platform database was configured.

Connection details to the Genesys Configuration Server:
  • The name of the primary configuration server (the application name, obtained from the Configuration Manager)
  • The name or IP address of the machine that hosts the Configuration Server
  • The port that the configuration server is listening on (if you are not using a TLS connection). If you use a TLS connection, identify the TLS port number.
  • The name of the application that Advisors Platform will use to log in to the Configuration Server (for example, default)
  • The user name and password of the account that Advisors Platform will use to connect to the Configuration Server. This is the 'Advisors User'.
  • The location of the TLS properties file

If you use a backup Configuration Server, you require the following information, as well:

  • The name of the backup configuration server (the application name, obtained from the Configuration Manager)
  • The name or IP address of the machine that hosts the backup Configuration Server
  • The port that the backup Configuration Server is listening on
Connection details for the primary Stat Server(s):
  • The name of the Stat Server server. The name is obtained from the Configuration Manager and is case sensitive.
  • The name or IP address of the machine hosting the Stat Server
  • The port on which the Stat Server listens.

NOTE: You can configure up to five Stat Server pairs using the AGA installer. Additional Stat Servers can be configured after the installation by manually configuring them directly in the database.

(Optional) Connection details for the backup Stat Server(s):
  • The name of the backup Stat Server server. The name is obtained from the Configuration Manager and is case sensitive.
  • The name or IP address of the machine hosting the backup Stat Server
  • The port on which the backup Stat Server listens.

NOTE: You can configure up to five Stat Server pairs using the AGA installer.

The type of statistics supported on each Stat Server pair you are associating with a Genesys Adapter instance. Options are the following:
  • Core
  • 3rd party media
  • Multimedia (this refers to eServices)
For registration with the Platform database:
  • The port on which the AGA web services will run (you can use the default port, 7000
  • The name of the AGA server
  • The IP address of the AGA server
  • A description of the AGA server (for example, Advisors Genesys Adapter for CCAdv/WA)
  • In an Oracle environment, the location of the file that contains the advanced database connection string. If you do not know how to correctly build the advanced database connection string, contact your database administrator.

Before you deploy Advisors Cisco Adapter, it is helpful to answer the following questions:

  • Will you deploy Advisors Cisco Adapter on a Linux Red Hat or a Windows platform?
  • Where are you installing Advisors (in which directory)? The default location is C:\ProgramFiles\GCTI\Advisors.
  • Will you be registering ACA with the Platform database?

Prerequisites

Ensure you have completed all the tasks in the following Table before you begin Advisors Cisco Adapter deployment.

Y or N Prerequisite
Credentials with read access to the HDS and AW databases are available.
Each ICM AWDB that must be accessed by FA has a user mapped to the relevant SQL Server account. The minimum requirement is that this ACA user has permissions to select data from:
  • agent_Real_Time
  • Termination_Call_Detail
You have initialized databases—databases must be present and at the current version prior to running the installation files. You have configured administrator accounts that can be used by applications to access the databases.
Advisors Platform is successfully installed on each physical server on which you will install Advisors Cisco Adapter.
Oracle JDK is installed. You can download Oracle JDK from http://www.oracle.com/technetwork/java/javase/downloads/index.html. See the Genesys Supported Operating Environment Reference Guide for information about supported versions.
If you are deploying ACA on a Linux platform, you have created the Advisors group and user. This should be done when deploying Advisors Platform on the server.
You have located the aca-installer-<version>.jar file on the installation CD and have copied it to the local drive of your server.

Collect Information

During deployment of Advisors Cisco Adapter, the installer will prompt you for the information in the following Table.

Information Input
Location and name of the base directory in which you will install Advisors
Path to the directory in which log files will be written
Location of the Java Development Kit (root directory)
Connection details for the Cisco HDS and AW databases:
  • The host name or IP address of the database server
  • The AW database name
  • The HDS database name
  • Port number that the database listens on
  • The username and password associated with the account that ACA will use to access the database(s)
Type of database used in your enterprise (MS SQL or Oracle (including Oracle RAC)), and connection details:
  • The host name or IP address of the server on which the ACA database is installed
  • The database name (the SID for an Oracle installation)
  • Port number that the database listens on
  • The ACA database username (the schema for an Oracle installation) and password associated with the account that ACA will use to access the database
  • For an Oracle RAC installation, the location of the file that contains the advanced database connection string. If you do not know how to correctly build the advanced database connection string, contact your database administrator.
  • For an Oracle installation, the location of the JDBC driver
For registration with the Platform database (optional):
  • The port on which the ACA web services will run (you can use the default port, 7000
  • The name of the ACA server
  • The IP address of the ACA server
  • A description of the ACA server (for example, Advisors Cisco Adapter)
  • The source environment (for example, Cisco)
Connection details for the Advisors Platform database (if you plan to register ACA with the database):
  • The host name, IP address, or named instance of the server on which the Platform database is installed
  • Port number that the database listens on (you do not require this information if the server is a named instance)
  • The Platform database name
  • The username (schema in an Oracle installation) and password associated with the account that ACA will use to access the Platform database
  • For an Oracle RAC installation, the location of the file that contains the advanced database connection string. If you do not know how to correctly build the advanced database connection string, contact your database administrator.

Before you deploy Contact Center Advisor, Workforce Advisor, or AM Administration, it is helpful to answer the following questions:

  • Will you deploy the software on a Linux Red Hat or a Windows platform?
  • Where did you install Advisors Platform on this system? The installation directory for CCAdv/WA modules (CCAdv, WA, CCAdv–ME, and Alert Management Administration) must be the same as the directory where Advisors Platform was installed.
  • Each of the modules associated with a CCAdv/WA installation (CCAdv web services, CCAdv XML Generator, CCAdv-ME, WA server, WA web services, and Alert Management Administration) can be installed on a different machine, or multiple modules can be installed on the same machine. If you are installing multiple modules, on which system will you install each module?
  • Will you install the CCAdv application, and if so, will you install it in standalone or distributed mode? If distributed, which CCAdv instance (on which server) will be responsible for data aggregation, and which will be presentation nodes?
  • Will you install the WA application, and if so, will you install it in standalone or distributed mode? If distributed, which WA instance (on which server) will be responsible for data aggregation, and which will be presentation nodes?
  • If you will install WA, what are your workforce management data sources and how many do you require?
  • Will CCAdv or WA send e-mail notifications about alerts ?
  • Will you deploy CCAdv–ME?
  • Will you deploy AM Administration? You should deploy it on the same system as the Administration Workbench.

Prerequisites

Ensure you have completed all the tasks in the following Table before you begin Contact Center Advisor/Workforce Advisor deployment.

Y or N Prerequisite
You have initialized databases—databases must be present and at the current version prior to running the installation files. The following list shows the databases required by each component:
  • Contact Center Advisor: Platform database and metric graphing database
  • Workforce Advisor: Platform database and metric graphing database
  • Contact Center Advisor–ME: Platform database and metric graphing database
  • AM Administration: Platform database

You have configured administrator accounts that can be used by applications to access the databases.

Advisors Platform is successfully installed on each physical server on which you will install Contact Center Advisor, Contact Center Advisor–Mobile Edition, Workforce Advisor, or the AM Administration.
For Genesys installations, the Advisors Genesys Adapter is installed.

(For Cisco installations, no adapter is required.)

You have located the ccawa-installer-<version>.jar file on the installation CD and have copied it to the local drive of your server.
For Contact Center Advisor and Workforce Advisor deployments, there is a database-level connection between the Advisors Platform database and the datasource database (a Genesys metrics database and/or a Cisco ICM AWDB database).

To configure the connectivity, see Configure Oracle 11g Metrics Data Sources.

If you are deploying WA server, verified workforce management data sources must be ready and available.

For Workforce Advisor installations connecting to Genesys WFM, the server running WA must be able to access your Genesys WFM installation.

To verify this access, ensure you can do all of the following from your WA server machine:

  1. Successfully ping the server name or IP address specified in the base WFM URL.
  2. Successfully telnet the server name or IP address and the port specified in the base WFM URL.
  3. Successfully ping the host name of your Genesys WFM instance as it appears in your WFM server's Configuration Manager application.

Your WA server must have access to the WFM server by its associated Configuration Manager host name. If it does not, an UnknownHostException occurs because the SOAP API's service locator provides a host name that is not reachable by the WA server.

If you cannot ping or access the Genesys WFM instance using the associated Configuration Manager host name from the machine hosting the WA server, then you must add the following lines to the hosts file on the machine that will host the WA server:
# For WA connectivity with WFM
[IP address of WFM server] [Associated Configuration Manager host name for the WFM instance]

Example: 192.168.98.229 demosrv.genesyslab.com
The hosts file is OS-specific. For example, for Windows 2003, the host file resides in the following location:
%SystemRoot%\system32\drivers\etc\

For XML Generator, you have identified one or more metric data sources.

Collect Information

During deployment of Contact Center Advisor/Workforce Advisor, the installer will prompt you for the information in the following Table.

Information Input
All Modules:
Location and name of the base directory in which you will install Advisors.

The installation directory for CCAdv/WA modules must be the same as the directory where Advisors Platform was installed.

Location of the Java Development Kit (root directory)
Contact Center Advisor XML Generator:
The maximum number of times that CCAdv XML Generator should attempt to connect to a database if there is a connection failure.

This parameter is applicable to retry attempts when XML Generator is already running; that is, after establishing connections at startup.

The number of seconds between CCAdv XML Generator’s reconnection attempts in the event of a database connection failure.

This parameter is applicable to retry attempts when XML Generator is already running; that is, after establishing connections at startup.

Frequency (in seconds) at which CCAdv XML Generator stores metrics and threshold violations for the values calculated for the Medium and Long groups of time profiles

For example, if you enter 120 seconds for this parameter, XML Generator stores metrics and threshold violations for these time profiles no more often than that. However, XML Generator may store the view data less frequently depending upon load and the complexity of the configuration.

The following details for the SMTP (mail) service that XML Generator will use to send e-mail:
  • (Optional) The address from which to send notification e-mail about alerts. Required if the deployment of XML Generator will be configured to create alerts and to send e-mail about them.
  • The address to which to send notification e-mail for support staff concerning issues with the application. This address will also appear in the From: header of these types of e-mail.
  • The host name or IP address of the SMTP server that XML Generator will use to send e-mail with ERROR messages also written to its log file.
The frequency (in seconds) at which snapshots are stored in the metric graphing database.

For example, if you enter 60 seconds for this parameter, XML Generator stores graphable snapshots no more often than that. However, XML Generator may store the snapshots less frequently depending upon load and the complexity of the configuration.

Should graphs display values from the previous day?
What are your sources of real-time data? Specify the following:
  • the database name or linked server name
  • the source type (Genesys or Cisco)
  • (optional) the display name
  • the threshold update delay - how long CCAdv will wait for new data from this data source before notifying users via the CCAdv dashboard, and, if configured to do so, administrators via e-mail.
  • the Relational Database Management System (RDBMS) type (MS SQL or Oracle)

Up to five data sources may be added to the deployment of XML Generator.

CCAdv–ME Server:
CCAdv–ME server configuration. Specify the following:
  • Interval for file purge (ms) of the charting local cache from the server
  • Delay for retries on failed response (ms)
  • Number of retries on failed response
  • Device refresh interval (ms) of the client views when auto-refresh is enabled
  • Will you allow password caching on clients?
  • Will you use a logo link URL (image link)? If yes, what is the URL to which users are re-directed when they click the image or logo?
The three time periods for trend charting (mins)

Period two should be bigger than period one and smaller than period three. Genesys recommends that you enter numerical characters only, such as 30, 60, or 120.

Workforce Advisor Server:
Specify your workforce management data sources (IEX TotalView, Aspect eWFM, Genesys WFM)
The following details for the SMTP (mail) service that WA will use:
  • The 'From' address WA puts in e-mail it sends about alerts to users that are members of distribution lists configured in the Administration Workbench.
  • The address to which to send notification e-mail for support staff concerning issues with the application. Note that in 8.5.0, WA does not use this address. The installer still asks for it, but does nothing with it.
Specify information about your workforce management data source(s):
  • For IEX TotalView, the port number on which the FTP connection in WA listens for data from TotalView.
  • For Aspect eWFM, the URL of the directory from which WA reads data from eWFM. For example file:/// followed by the location of the eWFM files. Additional information is provided in the descriptions of installation screens on the Deploying CCAdv and WA page.
  • For Genesys WFM, you require the following information:
    • The URL of the WFM server.
    • The application name of the WFM server as configured in the Configuration Server or Genesys Administrator
    • The user ID, either a specific numeric user ID to indicate the identity of the requests, or enter 0 (zero) to indicate no user
    • The interval (in ms) at which the Genesys WFM service is polled for forecast data
    • The number of hours of forecast metrics to get during each polling interval
Contact Center XML Generator and Workforce Advisor Server:
The time profile of historical metrics that you want to display for agent groups, in Contact Center Advisor and Workforce Advisor. The choices are 5 minute sliding, or 30 minute growing. The same choice applies to both applications.

For metrics imported from CISCO ICM, Advisors always imports agent group metrics with the 5 minute sliding profile. If you are running Advisors with CISCO ICM, and you choose the 30 minute growing option here, then on the dashboards, historical agent group metrics will display as a dash. Genesys recommends that you use the five minute growing setting if you have a CISCO source of data.

Type of database used in your enterprise (MS SQL or Oracle (including Oracle RAC)), and connection details to the Advisors Platform database:
  • The host name, IP address, or named instance of the server on which the Advisors Platform database is installed.
  • Port number that the database listens on (you do not require this information if the server is a named instance)
  • The Platform database name (the SID for an Oracle installation)
  • The username (the schema for an Oracle installation) and password associated with the account that modules will use to access the Platform database
  • For an Oracle RAC installation, the location of the file that contains the advanced database connection string. If you do not know how to correctly build the advanced database connection string, contact your database administrator.

Use the same database configuration that was specified when the Advisors Platform database was configured.

Connection details to the Metric Graphing database:
  • The host name, IP address, or named instance of the server on which the Metrics Graphing database is installed.
  • Port number on which the database listens (you do not require this information if the server is a named instance)
  • The Metrics Graphing database name (the SID for an Oracle installation)
  • The username (the schema for an Oracle installation) and password associated with the account that modules will use to access the Metrics Graphing database
  • For an Oracle RAC installation, the location of the file that contains the advanced database connection string. If you do not know how to correctly build the advanced database connection string, contact your database administrator.

Before you deploy Frontline Advisor, it is helpful to answer the following questions:

  • Will you install the FA application in standalone or distributed mode? If distributed, which FA instance (on which server) will be responsible for data aggregation, and which will be presentation nodes?
  • Will you deploy the FA application on a Linux Red Hat or a Windows platform?
  • Where are you installing Advisors (in which directory)? The default location is C:\ProgramFiles\GCTI\Advisors.
  • Do you want the FA application to send e-mail notification messages? From what address will an application send notifications (for example, DONOTREPLY@<your enterprise>.com)? To what e-mail address will an application send notifications? What is the subject line for such e-mail messages (for example, Frontline Advisor notification?

Prerequisites

Ensure you have completed all the tasks in the following Table before you begin Frontline Advisor deployment.

Y or N Prerequisite
A verified Cisco environment must be ready and available if any of the agents will have metrics provided by Advisors Cisco Adapter.
For Cisco installations, the Advisors Cisco Adapter is installed.
For Genesys installations, the Advisors Genesys Adapter is installed.
You have initialized databases—databases must be present and at the current version prior to running the installation files. You have configured administrator accounts that can be used by applications to access the databases.
Advisors Platform is successfully installed on each physical server on which you will install the Frontline Advisor or Agent Advisor application.
The FA hierarchy is configured on the Genesys Configuration Server and you can identify the following:
  • the tenant(s) associated with the hierarchy
  • the path to the hierarchy root folder(s) in Genesys Configuration Server
You have located the fa-server-installer-<version>.jar file on the installation CD and have copied it to the local drive of your server.

Collect Information

During deployment of Frontline Advisor, the installer will prompt you for the information in the following Table.

Information Input
Location and name of the base directory in which you will install Advisors.

(The installation directory for Frontline Advisor server must be the same as the directory where Advisors Platform was installed.)

Are you running FA in standalone or distributed mode? If distributed, which FA instance (on which server) will be responsible for data aggregation? Only one FA instance can be responsible for data aggretation; you must enable the rollup engine on this instance.
Information about your hierarchy. You require one of the following:
  • The name of the tenant(s) in the Genesys Configuration Server in which the monitoring hierarchy resides, and the path to the hierarchy root folder(s). In a Cisco environment, the path should look like:

Agent Groups\\<Your Cisco Group Name><tt>

  • The name of a <tt>Person folder in Configuration Manager, and the path to that Person folder. Selecting this option restricts the hierarchy view that is loaded at startup (or reloaded using the reload feature) to the team of agents belonging to that person (supervisor).
Type of database used in your enterprise (MS SQL or Oracle (including Oracle RAC)), and connection details:
  • The host name, IP address, or named instance of the server on which the Advisors Platform database is installed.
  • Port number that the database listens on (you do not require this information if the server is a named instance)
  • The Platform database name (the SID for an Oracle installation)
  • The username (the schema for an Oracle installation) and password associated with the account that FA will use to access the Platform database
  • For an Oracle RAC installation, the location of the file that contains the advanced database connection string. If you do not know how to correctly build the advanced database connection string, contact your database administrator.
  • For an Oracle installation, the location of the JDBC driver
If you will send e-mail notifications from the application, you require the following details for the SMTP (mail) service that you will use to send the notification messages:
  • The address from which to send application notification e-mail.
  • The address to which to send application notification e-mail.
  • The subject line to be used for e-mail associated with application notifications.
This page was last modified on August 24, 2018, at 12:34.

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