Deploying the email routing application

If you are not installing the email option, skip the following steps. <multistep> Deploy the eServices applications for email=

1. In GAX, go to Configuration > Solution Definitions and click +.
2. Locate and upload the following file: \\g1-ui-p\c$\GCTI\eSrvcPluginGAX\spd\eServicesSingleHostDeployment.xml
3. Select Genesys eServices Single Host Deployment.
4. From the > menu next to the Delete button, select Install, using default values except for:
   • Uncheck Activate chat-media support
   • DB Server for Interaction Server: DBServer_AUX
   • DB Server for Interaction Concentrator: DBServer_ICON
   • Database Administrator Name: sa
   • Database Administrator Password: G3n35y5!
   • Database User Name: sa
   • Database User Password: G3n35y5!
   • Set the customer Email Server Client Address, Email Server Domain Name, and Email Server POP Client Login Password

|-| Install the email solution definition=

1. In GAX, go to Configuration > Solution Definitions and select Genesys One OPM Email Parameters.
2. Complete the wizard, using default values except for:
   • GAX host: UI host name
   • Switch: eServices_Switch
   • Email address: the Do Not Reply address that you select for the customer mail server
   • Email Sample Configuration: True

|-| Import the Knowledge Manager templates= Important: Localized versions of the templates do not include the required categories, so even for localized environments you must import the GenesysOne_KnowledgeManager_Rules_Responses_ENU.kme file.

1. In Genesys Administrator, ensure that the eServices solution is started.
2. Go to http://Core VM host name or IP address/ips and locate and download email_strategy_ext_version.zip. Unzip the file.
3. On the Aux host, copy the GenesysOne_KnowledgeManager_Rules_Responses_ENU.kme file to a temp folder on the local disk.

   Important: If you are using Business Edition Premise version 8.1.100.20, this file is named GenesysOne_KnowledgeManager_Rules_Responses.kme.

4. Start Knowledge Manager
   • Application: eServices_KnowledgeManager
   • Host: your Core VM name
5. Go to File > Import and select the kme file from the temp folder.

   Important:

   • Uncheck Preserve uniqueness of objects
   • Check Update screening rules.

   Click OK and ignore the 5 warnings.

6. If you are localizing your environment, and only after first importing the English kme file, you can import the localized kme files, one at a time (the example below uses the French version, GenesysOne_KnowledgeManager_Rules_Responses_FRA.kme):
   • On the Aux host, copy the GenesysOne_KnowledgeManager_Rules_Responses_FRA.kme file (from the unzipped email_strategy_ext_version.zip file) to a temp folder on the local disk.
   • Start Knowledge Manager
     • Application: eServices_KnowledgeManager
     • Host: your Core VM name
   • Go to File > Import and select the kme file from the temp folder.

     Important:

     • Uncheck Preserve uniqueness of objects
     • Check Update screening rules.

     Click OK and ignore the 5 warnings.

7. If you are using Special Day Auto Responses in Email, you must manually change the Time Zones for AutoResponse:
   • Start Knowledge Manager.
   • Click AutoResponse, and then double-click Special Day.
   • Locate the two instances of TimeZone and replace them with the correct time zone IDs.

     Important: You must use time zone database IDs to indicate time zones. For a list of time zone database IDs, see http://en.wikipedia.org/wiki/List_of_tz_database_time_zones.

   • Click Check field Codes to view the Special Day Auto Response with the field codes rendered.
   • Click OK.

|-| Deploy the email strategy=

1. In a browser, go to http://Core VM name or IP address/ips. Locate, download, and extract the following zip files:
   • email_strategy_version.zip
   • composer_version_enus.zip
2. Install Composer 8.1.3 on a Windows system that is not one of the VMs and is not already running Apache Tomcat (to avoid port conflicts). Follow the installation instructions in the Composer 8.1 Deployment Guide.

   Note that Composer 8.1.3 is an Eclipse plugin that requires JDK 1.7 and a supported version of Eclipse. Composer installs its own Apache Tomcat server.

3. Copy the GenesysOne_Email folder (from the email_strategy_ext_version zip that you just extracted) to a temp folder on the Composer system.
4. Open Composer and go to File > Import > General > Existing Projects into Workspace.
5. Choose Select archive file and then select the email strategy you copied from the Core VM.

   Important: Select the project from the newly populated list, ensuring Copy projects into workspace is enabled, and click Finish.

6. Verify that the local Tomcat server details are correct for your Composer installation:
   • Got to Window > Preferences > Composer > Tomcat.
   • Enter the Port, Login (admin), and Password (admin).
   • Check the Tomcat Location to confirm that it is on the local disk (for example, c:\Program Files (x86)\GCTI\Composer 8.1\tomcat).
7. In Composer Package Explorer, expand the GenesysOne_Email package, right-click Interaction Processes > Email ixnprocess, and select Publish to Configuration Server (you might first need to connect to Configuration Server from the Composer menu bar).
8. If you are localizing your environment:
   • In Project Explorer, open GenesysOne_Email > Workflows > RouteToAgentWithAutoResponse.workflow.
   • For each of the three Create Email blocks (SendOutOfOfficeHours, SendSpecialDay, SendOfficeHours):
     • Click the block and open its Properties view.
     • Click Message Settings > Standard Response.
     • Replace the English text (such as OfficeHours) with the localized text.
   • Save and generate the code.
9. Right-click the package name and select Properties. Deploy the project.
10. Create a war file:
    • Right-click the package name and select Export > Composer > Java Composer Project as WAR file.
11. Copy the war file to \\g1-core-p\c$\GCTI\apache-tomcat\webapps. The war file automatically extracts to a new GenesysOne_Email folder.
12. Point the new scripts to the correct core server:
    • Open GA and go to Provisioning > Routing/eServices > Orchestration, which includes nine enhanced routing scripts.
    • Double-click GenesysOne_Email.Email.Entered.Routing and change the Orchestration URI to include the correct core server name; for example, http://g1-core-p:8080/GenesysOne_Email/IPD_Email_Entered.scxml.
    • Repeat for each of the other scripts.
13. If you are using Business Edition Premise version 8.1.100.20, restart Orchestration Server. If you are using a later version, you do not have to complete this step.

</multistep> Next: Configure the routing applications to meet your customer's business requirements.