Jump to: navigation, search

Solution Control Server

Deploying Solution Control Server

To deploy Solution Control Server, do the following:

  1. Configure a Solution Control Application object.

    Prerequisite

    • You are logged in to Genesys Administrator.

    Procedure

    1. In Genesys Administrator, go to Provisioning > Environment > Applications, and select New in the toolbar. This opens a Browse dialog box that lists available application templates. If a Solution Control Server template file is not listed, do one of the following:
      • Import the Solution_Control_Server_current-version.apd file from the Management Framework 8.5 product CD.
      • Create a new template and repeat this step.
    2. In the Browse dialog box, select the Solution Control Server template file. The Configuration tab for the new Solution Control Server Application object appears in the Details panel.
    3. In the General section:
      1. Enter a descriptive name in the Name field-for example, SCS.
      2. If you want to enable alarm signaling, add a connection to the Message Server. In the Connections field:
        1. Click Add.
        2. Enter the properties of the connection in the Connection Info dialog box.
        3. Click OK.
    4. In the Server Info section:
      1. In the Host field, click the magnifying glass icon to select the Host object on which this Solution Control Server is running.
      2. For each listening port that an application must use to connect to Solution Control Server:
        1. In the Listening Ports field, click Add.
        2. Enter the port properties in the Port Info dialog box.
        3. Click OK.
      3. For the Working Directory, Command Line, and Command Line Arguments fields, do one of the following:
        • Enter the appropriate information in the three text boxes. For information about command-line parameters, see Solution Control Server.
        • Type a period (.) in the Working Directory and Command Line text boxes, and leave the Command Line Arguments text box blank. The information will be filled in automatically when you install Solution Control Server, but only if the Installation Package can connect to Configuration Server.
    5. Click Save or Apply in the toolbar to save the new object. The new object will appear in the list of Applications.
    6. Install Solution Control Server.

      Warning
      During installation on UNIX, all files are copied into the directory you specify. The install process does not create any subdirectories within this directory, so do not install different products into the same directory.

      Prerequisites

      • A Solution Control Server Application object exists.

      Procedure

      1. On the Management Framework 8.1 product CD in the appropriate management_layer/solution_control_server/operating_system directory, locate a shell script called install.sh.
      2. Type the file name at the command prompt, and press Enter.
      3. When prompted to install only the utilities, type n to install SCS and its utilities, and press Enter.
      4. To specify the host name for this SCS, do one of the following:
        • Type the name of the host, and press Enter.
        • Press Enter to select the current host.
      5. Enter the Configuration Server host name, and press Enter.
      6. Enter the Configuration Server network port, and press Enter.
      7. Enter the Configuration Server user name, and press Enter.
      8. Enter the Configuration Server password, and press Enter.
      9. The installation displays the list of Application objects of the specified type configured on this Host object. Type the number corresponding to the SCS Application object you configured above, and press Enter.
      10. To specify the destination directory, do one of the following:
        • Press Enter to accept the default.
        • Enter the full path of the directory, and press Enter.
      11. If the target installation directory has files in it, do one of the following:
        • Type 1 to back up all the files in the directory, and press Enter. Specify the path to which you want the files backed up, and press Enter.
        • Type 2 to overwrite only the files in this installation package, and press Enter. Then type y to confirm your selection, and press Enter.
          Use this option only if the application already installed operates properly.
        • Type 3 to erase all files in this directory before continuing with the installation, and press Enter. Then type y to confirm your selection, and press Enter.
          • The list of file names will appear on the screen as the files are copied to the destination directory.
      12. For the product version to install, do one of the following:
        • Type 32 to select the 32-bit version, and press Enter.
        • Type 64 to select the 64-bit version, and press Enter.
      13. To decide whether you require a license, refer to the Genesys Licensing Guide for information about licensing requirements. Then, do one of the following:
        • Type y if you require a license, and press Enter.
        • Type n if you do not require a license, and press Enter.
      14. If you typed y in the previous step, enter the license location format, press Enter, and enter the required parameters.

      Warning
      Genesys does not recommend installation of its components via a Microsoft Remote Desktop connection. The installation should be performed locally.

      Prerequisite

      • A Solution Control Server Application object exists.

      Procedure

      1. On the Management Framework 8.1 product CD in the appropriate management_layer\solution_control_server\windows directory, locate and double-click setup.exe to start the Genesys Installation Wizard.
      2. Click About on the wizard's Welcome page to review the read_me file. The file also contains a link to the server's Release Notes file.
      3. Click Next to start the installation.
      4. On the Solution Control Server Installation Mode page, select Solution Control Server and Utilities, and then click Next.
      5. On the Connection Parameters to the Genesys Configuration Server page, specify the host name, port, user name, and password of Configuration Server, and then click Next.
      6. On the Select Application page, select the name of the SCS Application object that you configured above, and then click Next.
      7. On the Run-time License Configuration page, select whether you are using a license. Refer to the Genesys Licensing Guide for information about licensing requirements, and then click Next.
      8. If you selected Use License in the previous step, on the Access to License page, enter the license access type and required parameters.
      9. On the Choose Destination Location page, the wizard displays the destination directory if specified in the Working Directory property of the server's Application object during configuration. If you entered a period (.) in this field when configuring the object, or if the path specified in this property is invalid, the wizard generates a path to the destination directory in the c:\Program Files\GCTI\Product Name format.
        If necessary, do one of the following:
        • Click Browse to select another destination folder. In this case, the wizard will update the Application object's Working Directory property in the Configuration Database.
        • Click Default to reinstate the path specified in the Working Directory property.
        Click Next to proceed.
      10. On the Ready to Install page, click:
        • Back to update any installation information.
        • Install to proceed with the installation.
      11. On the Installation Complete page, click Finish.

      As a result of the installation, the wizard adds Application icons to the:

      • Windows Start menu, under Programs > Genesys Solutions > Management Layer.
      • Windows Add or Remove Programs window, as a Genesys server.
      • Windows Services list, as a Genesys service, with Automatic startup type.

      Solution Control Server Utilities

      Solution Control Server includes four utilities:

      • ccgs.pl-Graceful Call Center T-Servers stop script.
      • gstuckcalls utility and Stuck Calls detection and deletion scripts-To handle T-Server stuck calls and raise alarms.
      • logmsg utility-To send log messages on behalf of applications.
      • mlcmd utility-To send and receive information to and from Solution Control Server.

      Staring with SCS 8.5.100.42 release, the following utilities are not installed by default with the SCS installation package: mlcmd, logmsg, gstuckcalls, scripts for gstuckcalls, and SNMP utilities and scripts. You can install them separately by following the instructions below.

      1. On the Management Framework 8.1 product CD in the appropriate directory under
        management_layer/solution_control_server/operating_system
        locate a shell script called install.sh.
      2. Type the file name at the command prompt, and press Enter.
      3. Type y to specify that you want to install only the utilities, and press Enter.
      4. Enter the full path of the directory in which you want to install the utilities, for example, /opt/genesys/scsutil, and press Enter. The installation displays the list of files being extracted and copied to the destination directory.
      5. Enter the bit version of the system on which you are installing the utilities, either 32 or 64, and press Enter.

      1. On the Management Framework 8.1 product CD in the appropriate directory in:
        management_layer\solution_control_server\windows
        locate and double-click setup.exe to start the Genesys Installation Wizard.
      2. On the wizard's Welcome page, click Next to start the installation.
      3. On the Solution Control Server Installation Mode page, select Solution Control Server Utilities, and then click Next.
      4. On the Choose Destination Location page, do one of the following to specify the directory where the utilities will be installed:
        • Click Next to accept the default directory.
        • Specify a different path and directory by entering it in the text box or using the Browse button. If necessary, use the Default button to reinstate the original default. Click Next to proceed.
      5. On the Ready to Install page, click:
        • Back to update any installation information.
        • Install to proceed with the installation.
      6. On the Installation Complete page, click Finish.

      Configuring ADDP between primary and backup Solution Control Server

      Advanced Disconnection Detection Protocol (ADDP) is enabled automatically between the primary and backup Solution Control Servers (SCS). By default, the backup SCS generates polling message to the primary SCS. If the backup SCS does not receive a response message from the primary SCS within this interval, the backup SCS sends one more polling message. A lack of response to this polling message from the primary SCS within the same time period is interpreted as a loss of connection. For more information about ADDP, see Advanced Disconnection Detection Protocol.

      If you want to change the ADDP timeout between the primary and backup SCS, configure the addp-timeout option on the Host object of the primary SCS. The value configured in the primary SCS host is reduced by 2 to take the value of addp time between SCS primary and SCS backup. If you also want to enable primary SCS polling messages to the backup SCS, configure the addp-remote-timeout option. Both of these options are set in the annex of the Host object configured for the system on which the primary SCS runs. The default value of addp-timeout is 7 and for addp-remote-timeout/addp-trace, it is off. For detailed instructions on these options, refer to the Framework Configuration Options Reference Manual.

      To avoid false disconnect states that might occur because of delays in the data network, Genesys recommends setting the ADDP timeouts to values equal to or greater than 10 seconds. Also, set the same options in the SCS backup host as well.

This page was last edited on December 23, 2019, at 03:16.
Comments or questions about this documentation? Contact us for support!