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Deploying Frontline Advisor

You run a .jar installation file to deploy Genesys Frontline Advisor (FA). The fa-server-installer-<version>.jar file installs the Frontline Advisor dashboard; you use Role-Based Access Control (RBAC) privileges to control the dashboard features that each user can see and use.

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

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 icon in the following roadmap indicates 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.
  5. Install the Advisors components for your enterprise in the following order:
    • Contact Center Advisor server (CCAdv XML Generator)
    • Workforce Advisor server
    • Pma you-are-here-arrow.png Frontline Advisor server
    • SDS and the CCAdv/WA Resource Management console
  6. Make any required configuration changes.

Deploying the Frontline Advisor Application

Procedure:


Steps

  1. Launch the installation file.
    [+] Show Steps for Linux
    [+] Show Step for Windows
  2. On the Destination Directory screen, accept the default directory, or specify a different directory. The installation directory for Frontline Advisor server must be the same as the directory where Advisors Platform has been installed.
  3. Use the information provided in the Installation Screens section on this page to complete the remaining deployment screens.
  4. After you deploy FA, you must modify the Apache configuration file (httpd.conf). See Deploy and Configure Apache.

Installation Screens

[+] Distributed Mode - Rollup Engine
[+] Failure Notification Configuration
[+] Genesys Advisor Platform Database
[+] Genesys Advisor Platform Database - Advanced
[+] Hierarchy Source Details
[+] RDBMS Type And JDBC Connectivity
[+] SCS Integration

Start the FA Service

Procedure:


Steps

  1. Follow the Advisors Platform instructions to install the Windows service.
  2. Each time the service is started, the Monitoring Hierarchy Loader runs.
  3. Start the service and refresh a few times to make sure the service stays running.
  4. If you experience problems, check the Platform log file. It may take up to 45 minutes to fully start the FA service, depending on the number of agents and the complexity of the hierarchy.

Troubleshooting

The following Table shows parameter validation errors that you might 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_fadb;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_fadb;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 FA 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 FA.
  2. If you have any AGA instances that are not absolutely required for the operation of FA, 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.

New3.png 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 11:34.