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CCAdv Bulk Configuration – Independent Mode

This section describes the bulk configuration of CCAdv objects; the bulk configuration tool configures CCAdv outside of the Advisors Administration module.

You can use the tool to rapidly configure CCAdv based on the lists of objects you define and export from other systems and load into temporary structures in the Advisors Platform database. The bulk configuration tool retrieves the data from the temporary structures, validates it, and transforms it into CCAdv rollup configuration. This tool is designed for use in independent configuration mode. For information about the configuration modes and how to set the mode, see Contact Center Advisor and Workforce Advisor Administrator User's Guide. You must select the configuration mode before you perform bulk configuration.

Database Structures, Scripts, and Procedures

An object creation script, blkObjectsCre.sql, is supplied in the installation package, in the \bulkconfig\independent\ccadv-bulkload folder. You must execute blkObjectsCre.sql as a script – not as a statement – if opened and executed from the SQL Developer SQL Worksheet.

You must apply the blkObjectsCre.sql script to the Platform schema to create the following tables; the tables are required for CCAdv bulk configuration:

  • blkAppNames
  • blkAppAgntGr
  • blkAgntGrNames
  • blkAppLog

All of the preceding tables created by the script must be present at the point when you apply the bulk configuration procedure, but the content is optional. Any or all tables can remain empty. Empty tables do not impact the configuration in any way.

Objects already present in CCAdv configuration, but absent from these tables, remain in the CCAdv configuration after you perform the bulk configuration procedure.

Stored Procedure for Bulk Configuration

You implement the bulk configuration by running a stored procedure, spblkConfigCCAdvIndependent, which is also created when you run the blkObjectsCre.sql script. You execute the procedure against the Platform schema after all base data is prepared in the tables created by running the blkObjectsCre.sql script.

Script to Remove Objects Used in Bulk Configuration Process

The blkObjectsDrop.sql script removes all objects used in the bulk configuration (such as the tables that the blkObjectsCre.sql script creates). You can execute this script whenever necessary. There is no negative impact because of the presence of these objects; they can be retained. The blkObjectsDrop.sql script does not remove any configuration. You must execute the blkObjectsDrop.sql script before you switch to another configuration mode and use bulk configuration tools for that mode.

Stored Procedure for Removing Configuration

You can quickly and completely remove all CCAdv applications, agent groups, and agent group contact centers configured in CCAdv inside or outside the bulk configuration tool. To remove CCAdv configuration, run the spblkRemoveConfigCCAdv stored procedure, which is created when you run the blkObjectsCre.sql script. Run the spblkRemoveConfigCCAdv stored procedure against the Platform schema.

Important

The procedure will remove all data left from previous configurations that might have a negative impact on the new configurations. It can be very useful when the configuration mode must be changed.

In order to be able to restore the configuration, you must have a reliable set of bulk configuration files or blk tables that you can use to re-load the configuration. Before you execute the procedure, make sure that such data exists.

If you do not have a copy of your bulk configuration files or blk tables, you can use the extended export utility to generate a "clean" copy of blk tables from the existing application configuration before you run the configuration removal procedure. The extended bulk configuration export utility is supplied beginning with version 8.5.001. See additional details in Exporting CCAdv Configuration.

You also can execute the bulk configuration removal procedure if you are comfortable with the current configuration loss and want to re-configure the applications from the beginning.

The configuration removal procedure does not remove the data from blk files. Those are always preserved unless the tables are dropped by running the blkObjectsDrop.sql script.

Prerequisites and Preparations

  • The application server and XML Generator service must be up and successfully running until the required data (see the following two bullets) displays on the pages of the Advisors Administration module. To ensure that the import runs successfully, check the XML Generator log for import-related errors.
  • All relevant applications and agent groups have been automatically imported by XML Generator, and are available for configuration.
  • Prior to bulk configuration, ensure that all relevant application groups, reporting regions, geographic regions, operating units, and network contact centers are configured. You configure these manually using Advisors administration module.

No existing configuration is removed when using the CCAdv bulk configuration tool. If any objects are already configured, or any application-to-agent group relationships are added manually, they are not removed by the bulk configuration tool. The tool adds to the configuration or changes the mappings of the existing configured objects based on the data contained in the temporary structures.

If an AGCC does not already exist, one is created by the bulk configuration procedure under every network call center (NCC) where each application mapped to it (that is, to the NCC) is also mapped to an agent group and that agent group is mapped to an AGCC.

Genesys recommends that all aggregated objects participating in CCAdv configuration are activated in Advisors administration module prior to performing bulk configuration. Optionally, you can complete this step after bulk configuration. In either case, it is required to make the objects visible on the dashboard view.

Bulk Configuration of CCAdv in Independent Configuration Mode

The following procedure summarizes the steps to perform bulk configuration of CCAdv when you use the application in independent configuration mode. The information following this procedure provides additional information to assist you. 

1. Start Advisors Application Server and XML Generator.
2. Watch the XML Generator and Geronimo logs.

The logs must be free of any import-related errors.

3. Allow the Advisors application to run for approximately 10 minutes.
4. Open the Administration module in the browser.
5. When the aggregated objects are available, configure all those that you plan to use in CCAdv rollups (see Prerequisites and Preparations).
6. Open each of the following pages and ensure that you can see objects among the available and/or configured object lists, as applicable:
  1. Application Configuration page
  2. Agent Group Configuration page
7. Connect to the Oracle or SQL Server instance as the platform user.
8. Execute the blkObjectsCre.sql script.

You must execute blkObjectsCre.sql as a script – not as a statement – if opened and executed from the SQL Developer SQL Worksheet.

9. Execute the spblkConfigCCadvIndependent procedure:

Oracle:

DECLARE
M VARCHAR2(200); 
R NUMBER;
BEGIN
"spblkConfigCCAdvIndependent"
(
M => M,
R => R
);
END;

MSSQL:

USE <name of Advisors platform database>
GO
 
DECLARE
          @r int,
          @m varchar(255)
 
EXEC spblkConfigCCAdvIndependent
          @r = @r OUTPUT,
          @m = @m OUTPUT
 
SELECT    @r as N'@r',
          @m as N'@m'
 
GO
10. Verify the log stored in the blkAppLog table.

For information about logs related to the bulk configuration, see Bulk Configuration Validation and Logs.

11. Correct the data, if necessary, and go back to Step 10.

If no correction is necessary, go to Step 13.

12. Examine all relevant configuration pages in the Advisors Administration module to verify the configuration.
13. Examine the CCAdv dashboard to verify the configuration.
14. Do one of the following:
  1. If you are satisfied with the resulting configuration, and you do not plan to use the WA independent configuration tool, connect to the Oracle instance as platform user and execute the blkObjectsDrop.sql script to remove all temporary structures and bulk load procedures.
  2. If you are not satisfied with the resulting configuration, go to Step 12. Alternatively, if you see unpredictable results, and you have a reliable set of bulk configuration data loaded into blk tables, you can remove the whole CCAdv configuration by executing the CCAdv configuration removal procedure. After that you can reload the configuration as described in Step 10.
    Oracle:
    DECLARE
    M VARCHAR2(200); 
    R NUMBER;
    BEGIN
    "spblkRemoveConfigCCAdv"
    (
    M => M,
    R => R
    );
    END;

    MSSQL:

    USE <name of Advisors platform database>
    GO
     
    DECLARE
                   @m varchar(255),
                   @r int
     
    EXEC spblkRemoveConfigCCAdv
                   @m = @m OUTPUT,
                   @r = @r OUTPUT
     
    SELECT @m as N'@m',
                   @r as N'@r'
     
     
    GO

Data Preparation for Application names, Application Display names, and Aggregated Object Names

You can use spreadsheets or CSV files to collect the CCAdv configuration information into a simple file structure that can be loaded into blk database tables.

Alternatively, you can omit the file preparation and load the data directly into blk database tables from the sources available through your relational database management system (RDBMS).

If you use spreadsheets or CSV files to collect your CCAdv configuration data, use the following sections as guides.

Object Names

Your spreadsheet or CSV file contains the list of all the application names that need to be configured, as well as the corresponding application display names, contact center names, application group names, reporting region, and operating unit names. Your file must contain six columns – seven columns beginning with release 8.5.001 – with headers (headers are mandatory), and provide the following information:

  • Application Name
  • Application Display Name
  • Contact Center Name
  • Application Group Name
  • Reporting Region Name
  • Operating Unit Name
  • Application Include in Rollup Property (for releases 8.5.001 and later)

Add relevant data to the spreadsheet or file under the corresponding column headers. You then import this data into the blkAppNames database table. To expedite the import of the data from the file into the database table, use the column names exactly as they are used in the blkAppNames database table.

Guidelines

Use the following guidelines when you create the spreadsheets to import information about object names to be used for CCAdv bulk configuration:

  • If a display name, reporting region, or operating unit is not defined, you must leave the related cell empty (that is, do not populate the cell with N/A or any other identifier). Where used, the reporting region or the operating unit must have a valid name – both cells cannot be empty. The whole content of the data row is rejected if any incomplete configuration is detected or there are names that cannot be resolved (objects with those names are not found among the imported objects and, therefore, their IDs cannot be located through associations and assignments).
  • Each application name (that is, the application name shown on the Application rollup page in the Administration module) must match the name contained in the tmpImportCallType.PeripheralName, tmpImportInteractionQueue.PeripheralName, or tmpImportApp.PeripheralName column of the Platform database.
  • Each application group name must match the name contained in the APPLICATION.NAME column of the Platform database.
  • Each reporting region name must match the name contained in the REGION.NAME column of the Platform database, where TYPE='R'.
  • Each operating unit name must match the name contained in the REGION.NAME column of the Platform database, where TYPE='O'.
  • An empty cell, or any values in the Include in Rollup property that are different from Y or N are interpreted as Y (the new Application Include in Rollup Property column is available beginning with release 8.5.001 – see Object Names above).

Applications and Agent Group Relationships

To configure application-to-agent group relationships, your spreadsheet or CSV file contains the list of application names, as well as the agent group names and AGCC names. If the related agent groups must also be assigned to agent group contact centers, the names of these contact centers are specified with the agent groups. If a specified AGCC does not exist, the bulk configuration tool creates it, but only if the related application is already mapped to a contact center (that is, it is listed in the blkAppNames structure). If no AGCC needs to be specified, leave the field empty.Your file must contain three columns:

  • Application Name
  • Agent Group Name
  • Agent Group Contact Center Name

Add relevant data to the spreadsheet or file under the column headers. You then import this data into the blkAllAgntGr database table. To expedite the import of the data from the file into the database table, use the column names exactly as they are used in the blkAppAgntGr database table.

Guidelines

Use the following guidelines when you create the spreadsheets to import configuration information about application and agent group relationships:

  • Each agent group name must match the name contained in the tmpImportSkill.EnterpriseName column of the Platform database.

You can prepare agent group descriptive names in a separate blkAgntGrNames file, if required. The blkAgntGrNames table is shared between the CCAdv and WA bulk configuration tools for Independent mode.

Loading Data from Spreadsheets into Temporary Database Structures

Import content from the spreadsheets or files into the relevant columns of the corresponding database tables using the Oracle SQL Developer or the MS SQL import option. Follow the procedure for each table.

Importing Content into Tables (Oracle)

1. Open SQL Developer and register a connection to the Advisors Platform schema.
2. Navigate to the Advisors platform schema, then to each created table.
3. Right-click on a table and select the Import Data ... option from the menu.
4. Navigate to the relevant file and select it.
5. Follow the SqlDeveloper Import Data Wizard instructions; the wizard guides you through the import process.

Ensure that you verify the data for each step of the Data Import Wizard, in particular:

  • Review the data on the Data Preview screen to ensure accuracy.
  • Ensure you exclude any unrelated columns that might be present in the file. It is best if you remove unwanted columns from the file before you start the import, rather than excluding columns each time you run the import wizard.
  • Ensure that you correctly map columns in the database table to columns in the file. Verify each and every column.
  • Verify the parameters before import.

See the SQL Developer documentation if you have questions related to data import using SQL Developer.

Importing Content into Tables (MS SQL)

You must match each spreadsheet with a destination table. Ensure you choose the table that was the created for bulk configuration.

1. Open Microsoft SQL Server Management Studio and register a connection to Advisors Platform database
2. Navigate to the Advisors Platform database and launch the import tool for one of the created tables.
3. Following the import wizard instructions.
4. Import the data from each file that contains prepared configuration data.

With MS SQL Server, data can be loaded in one import session if you use Microsoft Excel and the data is consolidated into one spreadsheet with tabs representing the content of each table.

Ensure that you verify the data for each step of the Data Import Wizard, in particular:

  • Review the data on the Data Preview screen to ensure accuracy.
  • Ensure you exclude any unrelated columns that might be present in the file. It is best if you remove unwanted columns from the file before you start the import, rather than excluding columns each time you run the import wizard.
  • Ensure that you correctly map columns in the database table to columns in the file. Verify each and every column.

See the MS SQL Server documentation if you have questions related to data import using Microsoft SQL Server Management Studio.

MSSQL Server Import is very sensitive to special characters which, if present in the files, can trigger import failure accompanied by a message that may seem completely unrelated and will not explain the actual reason. Make sure that the files are clean. Special characters are often invisible and to avoid import failure, you need to check the files for unnecessary empty trailing spaces, empty rows or formatting and remove them before you proceed with the import. While preparing the data, do not copy it from web pages or forms that may contain such characters.

Bulk Configuration Validation and Logs

The bulk configuration procedure (spblkConfigCCAdvIndependent) validates each record in the database blk structures. The procedure does not add any configuration if any data contained in the corresponding tables fails to pass validation or cannot be found (or created) in the database. Instead, the procedure records a message in the blkAppLog table and proceeds to the next record. See Prerequisites and Preparations and Data Preparation for Application names, Application Display names, and Aggregated Object Names for information about correct data preparation.

Examine the log to see if you encountered errors when performing the bulk configuration. If there are errors reported in the log, correct the data in the spreadsheets or files, and reload the content to the related tables and columns. You can also correct the data directly in the tables.

Re-run the procedure to complete or correct the configuration using the updated data. Repeat the process as many times as necessary. The procedure does not reduce the existing configuration. The procedure applies all modifications and additions that occurred in the blk tables after your previous execution of the procedure. Any deletion of data, however, is ignored.

The resulting configuration can be verified from the Advisor Administration module and on the dashboard.

New3.png Exporting CCAdv Configuration

You can export the existing CCAdv configuration into a set of temporary structures compatible with CCAdv bulk configuration. You can then export the structures into delimited files, edit them by adapting to the bulk configuration format, and use those for CCAdv configuration in the current or another environment. You can also use the exported structures to compare the actual CCAdv configuration to your expected configuration.

Run the blkCfgExp.sql script in your Oracle or MS SQL Server installation to export the data.

The script creates and populates, or updates, the following three tables:

  • blkExpAppNames
  • blkExpAppAgntGr
  • blkExpAgntGrNames

All entries for which there is a problem contain an explanation of the issue in the Message column of each table. Make sure you always review the content of this column.

Beginning with release 8.5.001, the export utility exports data into six tables:

  • blkExpAppNames
  • blkExpAppAgntGr
  • blkExpAgntGrNames
  • blkAppNames
  • blkAppAgntGr
  • blkAgntGrNames

The first three blkExp tables contain expanded application configuration data that is presented in a redundant form for diagnostic purposes. As with releases prior to 8.5.001, the Message field contains a warning or error information, where applicable. The other three blk tables contain a "clean" non-redundant copy of your Advisors application configuration that can be further used “as is” by the bulk configuration tool.

If, at the time of the export, the Advisors Platform schema already contains the three blk tables, the utility will create a backup copy of each table with the name containing a timestamp.

For example:

  • blk12MAY15063407AppAgntGr
  • blk12MAY15063407AppNames
  • blk12MAY15063407AgntGrNames

The timestamp format is: DD MON YY HH24 MI SS

Once the content of blkAppNames, blkAppAgntGr, and blkAgntGrNames is saved into the timestamped backup tables, the tables are cleared and the current Advisors application configuration is loaded into them.

Beginning with release 8.5.001, there is no need to adapt the exported diagnostic blkExp data in order to craft the Advisor application configuration blk structures. The content recorded into the blk tables by the export utility can be used as a data source for the bulk configuration tool. The data can be used for migration to another schema or for re-loading the saved configuration into the same schema after you apply the configuration removal procedure. Genesys recommends that you first verify the content of the diagnostic export tables before loading the configuration data from the blk tables created by the export tool.

The export utility can also be used for saving the versions of Advisors configuration while you are in the process of configuring Advisors. The blkExp data will help to capture and correct a problem as soon as you run the export utility. Any copy of the backup data can be loaded into the blk tables and used for reverting the configuration to any earlier, saved version. Genesys recommends that you use the bulk configuration removal procedure before each configuration load.

This page was last modified on April 20, 2016, at 14:49.

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