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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.

Deploying CCAdv and WA

If you are installing any or all of the following Advisors modules, use the procedures and information in this section:

  • Contact Center Advisor (CCAdv)
  • Workforce Advisor (WA)
  • Resource Management console (RMC)

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

If you use a Genesys computer-telephony integration (CTI) installation, you must install Advisors Genesys Adapter with CCAdv and WA applications.

Important
New3.png In release 9.0, there are changes to the installation wizard screens; therefore, you cannot reuse your previous setup for silent installation or any saved ant.install.properties file.

Deployment Roadmap

The arrow icons in the following roadmap indicate where you are in the Advisors deployment process.

  1. [+] Install the databases that correspond to the Advisors products you will deploy.
  2. Create the Advisors User account in Genesys Configuration Server.
  3. [+] Install the Platform service on servers where it is required for Advisors components.
  4. Install each adapter that you will use and configure the adapter Application objects with Stat Server connections. See additional information for CCAdv/WA installations.
  5. Install the Advisors components for your enterprise:
    • Pma you-are-here-arrow.png Contact Center Advisor server (CCAdv XML Generator)
    • Pma you-are-here-arrow.png Workforce Advisor server
    • Frontline Advisor server
    • SDS and the CCAdv/WA Resource Management console
  6. Make any required configuration changes.

You run a single .jar installation file to deploy any or all of the modules. Use the procedure below to start your installation. The installer guides you through the deployment. The screens displayed during your deployment are dependent on the selections you make on the Modules to Install screen. Information about each screen is available on the Installation Screens tab below.

Deploying CCAdv, CCAdv XML Generator, and WA

Procedure:


Steps

  1. Launch the installation file.
    [+] Show Steps for Linux
    [+] Show Step for Windows
  2. On the Modules to Install screen, select which Advisors application(s) you will install. You can install an individual application or as many applications as you require during a single run of the installation file.
    Each of the modules can be installed on a different machine. Advisors Platform must be installed on each server where a module is installed, with the exception of CCAdv XML Generator. CCAdv XML Generator does not require Advisors Platform. When installing multiple modules on the same machine, the underlying components, such as Advisors Platform, are installed only once.
    [+] Show Information about Selections
  3. On the Destination Directory screen, specify the 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. Contact Center Advisor XML Generator does not require Platform, so can be installed independently.
  4. Use the information provided in the Installation Screens section on this page to complete the remaining deployment screens.

Installation Screens

[+] Data Source
[+] Database Type
[+] Genesys Advisor Platform Database
[+] Genesys Advisor Platform Database - Advanced
[+] Java Development Kit
[+] Metric Graphing Database
[+] Metric Graphing Database - Advanced
[+] Oracle setup type
[+] RDBMS Type and JDBC Connectivity
[+] Workforce Advisor Page 1 - SCS Integration
[+] Workforce Advisor Server Page 2 - WFM Systems
[+] Workforce Advisor Server Page 3 - EMail Addresses
[+] Workforce Advisor Server Page 4 - IEX TotalView
[+] Workforce Advisor Server Page 5 - Aspect eWFM
[+] Workforce Advisor Server Page 6 - Genesys WFM
[+] XML Generator Page 1 - Log Files Directory
[+] XML Generator Page 2 - Config Server
[+] XML Generator Page 3 - Backup Config Server
[+] XML Generator Page 4 - Config Server
[+] XML Generator Page 5 - SCS Integration
[+] XML Generator Page 6 - Cluster Member
[+] XML Generator Page 7 - Cluster Member
[+] XML Generator Page 8 - SMTP Server
[+] XML Generator Page 9 - Generation Interval
[+] XML Generator Page 10 - DB Connection Retry
[+] XML Generator Page 11 - EMail Addresses
[+] XML Generator Page 12 - Metric Graphing
[+] XML Generator and Workforce Advisor - Page 1
[+] XML Generator and Workforce Advisor - Page 2

Troubleshooting

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_eadb;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_eadb;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.
An error message in the XML Generator log that contains the following string:

datamanager.adapters.MultiAdapterException

Indicates that there is at least one (there might be more than one) configured Genesys Advisors Adapter (AGA) instance that is either not running or is not reachable. Genesys recommends the following actions to correct the condition:
  1. Check all configured AGA instances. Make sure that each one is running and reachable from XML Generator.
  2. If you have any AGA instances that are not absolutely required for the operation of CCAdv/WA, remove those from the configuration.

If a configured adapter is reporting this error condition, and it is running correctly, then you need to look for other problems with the adapter. For example, the adapter Application that is registered in Configuration Server might not have any Stat Servers configured, or the configured Stat Server(s) might not be running.

C:\Users\<USERNAME>\AppData\Local\Temp\antinstall\ build.xml:189: The following error occurred while executing this line:

C:\Users\<USERNAME>\AppData\Local\Temp\antinstall\ installer-common.xml:468: java.lang.NoClassDefFoundError: javax/xml/bind/DatatypeConverter at com.microsoft.sqlserver.jdbc.SQLServerConnection.sendLogon(SQLServerConnection.java:4061) ...

Ensure that you are launching the installer with Java JDK version 1.8. You can type java --version in a Windows command prompt window or in the Linux terminal to see which version is currently configured on your system. If you are using a Windows OS, add the Java JDK 1.8 folder path to both JAVA_HOME and PATH in environment variables. If you use Red Hat Enterprise Linux, add the Java JDK 1.8 folder path to the PATH variable.

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This page was last modified on October 11, 2018, at 11:33.