Installing Business Edition Premise

The Business Edition Premise installation consists of an off-site and on-site portion. The off-site installation steps are performed before the server is delivered to the Premise (or customer) site and the on-site installation steps are performed after the server is delivered to the Premise site.

Although Business Edition Premise typically comes pre-installed on a server, you can also procure the required server and install Business Edition Premise on it yourself, as detailed on this page.

Tip

If you have received your server with the VM already deployed, you can skip Part I: Off-site installation and proceed directly to Part II: On-site installation.

Part I: Off-site installation

These steps describe how to prepare the server for delivery to the Premise site.

[+] Step 1. Procure the required hardware

Hardware requirements

The hardware required to run Business Edition Premise depends on the number of agents in the contact center.

51 to 300 agents

Requirement	Minimum configuration
Server type	Dell PowerEdge R420
Processor	Intel Xeon E5-2470 (2.30 GHz, 20 M Cache)
Additional processor	Intel Xeon E5-2470 (2.30 GHz, 20 M Cache)
Memory (RAM)	48 GB
Controller	PERC H710P 1 GB RAID Controller
Hard drives	7x300GB 15 K SAS disks: 6 disks for RAID5 + 1 hot spare; 2.5 inch drive chassis
Guest Operating System	Microsoft Windows 2008 Server R2
Hypervisor Operating System	ESXi 5.5

50 agents or less

Requirement	Minimum configuration
Server type	Dell PowerEdge R430
Processor	Intel Xeon E5-2630 v3 (2.40 GHz, 20 M Cache)
Additional processor	Intel Xeon E5-2630 v3 (2.40 GHz, 20 M Cache)
Memory (RAM)	48 GB
Controller	PERC H730 1 GB RAID Controller
Hard drives	4x600 GB 15 K SAS disks: 3 disks for RAID5 + 1 hot spare; 2.5 inch drive chassis
Guest Operating System	Microsoft Windows 2008 Server R2
Hypervisor Operating System	ESXi 5.5

[+] Step 2. Provision the network

Provision the network to include:

• One IP address within a management control subnet for Dell iDRAC setup and configuration.
• One IP address within the same subnet and available on a Windows domain running DNS/DHCP services for ESXi 5.5 server.

[+] Step 3. Set up the server hardware and iDRAC

1. Perform the initial hardware setup of the server:
   • Connect a network cable to the iDRAC internal management board.
   • Connect a network cable to port 1 of the main Ethernet board (integrated with the motherboard).
   • Connect the power cable.
   • Directly attach a monitor, keyboard, and mouse.
2. Power-on the server by pressing the power button on the front of the console.
3. After the Dell Lifecycle Controller completes the system inventory and displays the Settings – Language and Keyboard screen, do the following:
   • Select Next to accept the defaults for Language and Keyboard Type (English/United States).
   • On the Network Settings screen, select DHCP from the IP Address Source drop-down list and click Finish.
4. Configure the server for remote access using the iDRAC management board:
   • Go to Hardware Configuration > Configuration Wizards > iDRAC settings > Network.
   • Record the MAC Address displayed under Network Settings (this is required for an upcoming step).
   • In the IPV4 Settings section, set Enable DHCP and Use DHCP to obtain DNS server addresses to Enabled.
   • In the IPMI Settings section, set Enable IPMI Over LAN to Enabled.
   • Click Back.
   • Click Finish and select Yes to save the changes.
   • Click System Time and Date Configuration.
   • Set Time to the current local time.
   • Click Finish and then click Back to exit the Configuration Wizard.
   • Go to System Setup > Advanced Hardware Configuration > System BIOS > System Profile Settings.
   • From the System Profile drop-down menu, select Performance.
   • Click Back.
   • Click Finish and select Yes to save the changes.
5. Update DHCP and DNS for the iDRAC management board:
   • Enter the MAC address you recorded earlier into the DHCP server configuration and restart the DHCP service.
   • Update the DNS server with the iDRAC hostname and IP address.
   • You can access the system using iDRAC by entering the following URL into a browser:

     https://<hostname or ip address>/login.html

[+] Step 4. Obtain the required licenses

Obtain the following licenses:

• One Microsoft SQL Server 2008 R2 64-bit license, required for internal access of server components.

  Important: This license to be applied on the Premise site.

• One Microsoft Windows Server 2008 R2 64-bit licenses with the appropriate number of client access licenses.

  Important: These licenses to be applied on the Premise site.

• One VMware vSphere Standard Server ESXi 5.5 license for 2 physical CPUs (unlimited cores per CPU).
• Alternatively, you can purchase the BEP Operations pack from Genesys, which contains appropriate licenses from Microsoft without the need for client access licenses.
• One Genesys software license for 50 agents, or 100 or 300 agents.

  Important: The MAC address information required for this license is obtained from the VM during server configuration.

[+] Step 5. Configure the server

This step describes how to configure the server storage as a RAID-5 disk group containing two virtual disks. Virtual Disk 1 is used for the installation of the ESXi operating system and Virtual Disk 2 is used for the virtual machine VMFS5 datastore.

WATCH: To view a short demonstration of how to configure the server storage (for 100 to 300 agents) as a RAID-5 disk group containing two virtual disks, click the Genesys icon below:

Important

The creation of a root password for the ESXi server and the configuration of additional user accounts is at the discretion of the party performing the installation.

1. Login to iDRAC and launch the Virtual Console, and then power on the server.
2. Configure disk group 0 and Virtual Disk 1:
   1. Press <CTRL> + <R> during POST to enter the RAID Configuration Utility.
   2. Configure the server as RAID-5 with a single hot spare drive:
      • Under Physical Disks, select the Disk IDs as follows:

        For single-VM or BEP50 configurations of less than 50 agents, select Disk IDs *:00 through *:02

        For all other configurations, select Disk IDs *:00 through *:05

   3. Under Basic Settings, change the VD Size to 20 GB and type ESXi as the VD Name.
   4. Enable the Advanced Settings option and select Initialize (reply OK to the warning) and Configure Hot Spare.
   5. In the Dedicated Hotspare for Disk Group 0 window, select the first Disk ID and select OK.
3. Configure virtual disk two:
   • From the Virtual Disk Management screen, select Disk Group and then Add New VD.
   • For the VD Name, type VM Storage.
   • Enable Advanced Settings and confirm that the Read Policy is Adaptive Read-Ahead and the Write Policy is Write Back.
   • Select Initialize (reply OK to the warning).
   • Exit and reboot the server.
4. Modify the boot sequence for the server:
   • Press F2 during POST to enter the system BIOS.
   • From the BIOS menu, navigate to System Setup Main Menu > System BIOS > Boot Settings > Bios Boot Settings > Hard-Disk Drive Sequence.
   • Move the Integrated RAID Controller (H710P or H730) to the top of the list.
   • Exit and reboot the server.

[+] Step 6. Install the VMware vSphere ESXi Server and Client

WATCH: To view a short demonstration of the ESXi Server installation, click the Genesys icon below:

1. Install VMware vSphere 5.5 Standard ESXi Server on the 20 GB Virtual Disk 1 (configured in the previous step), using the license you procured. Give the server a unique name such as bep_location.

   For more information about VMware vSphere 5.5 Standard ESXi Server, see the VMware vSphere ESXi and vCenter Server 5.5 Documentation (opens in a new window or tab).

   • After installing, navigate to Configure Management Network > IPv6 Configuration and disable IPv6 support.
2. If you are installing the VM off-site, you must perform the following steps, which you will need to repeat at the customer site (see On-site installation):
   • Power on the ESXi server and retrieve its MAC address (for setup in a DHCP server to assign an IP address and in a DNS server so the host name of the ESXi server can be associated to the assigned IP address when first connected to the network):
     • Open the ESXi console for your ESXi server and go to <F2> Customize System/View Logs > Configure Management Network > Network Adapters/<D> View Details.
     • Copy the MAC address.
     • Log into the DHCP server.
     • In the Command window, configure the MAC address with the assigned IP address for the ESXi server.
     • Restart the DHCP server.
3. Install the VMware vSphere 5.5 Client on any Windows workstation that has network connectivity to the ESXi Server:

   IMPORTANT: The ESXi server must be powered on.

   • Open a browser and enter the IP address assigned to the ESXi server.
   • On the VMware ESXi Welcome page, click the download link for the VMware vSphere 5.5 Client and follow the prompts to install. For more information, see the VMware vSphere ESXi and vCenter Server 5.5 Documentation (opens in a new window or tab).

[+] Step 7. Configure the VM storage requirements

WATCH: To view a short demonstration of the virtual storage configuration, click the Genesys icon below:

1. Log in to the vSphere Client workstation as a user with ESXi administrator rights and select the Configuration tab.
2. In the Hardware section, click Storage, and then select Add Storage.
3. Accept the default settings by clicking Next for each configuration screen, and give the datastore a name (for example, VM Storage).
4. For the Capacity, accept the default selection of Maximum available space.
5. Click Finish.

[+] Step 8. Deploy the VM platform

1. Obtain the OVA VM template:
   • Log into the vSphere Client as a user with ESXi administrator rights.
   • Select File > Deploy OVF Template
   • Save the BEP OVA VM template to a network drive on the same subnet as the ESXi Server or to a Genesys-supplied hard drive.
2. Launch the file and deploy the VM:
   • The VM name must be in the following format:

     VM role-platform-product version-language code.

     Example: g1-sngl-p-win2008r2std_sp1-8120007-enus.

     file:BEP_dep_vm_sngl.png

     Important

     Do not change the VM naming format!
   • Genesys recommends that you keep the default settings during deployment.
     Important

     When selecting storage for the OVA file, a minimum of 800 GB of available storage is required.

[+] Step 9. Enable VM restoration

To enable VM restoration, take a snapshot of a VM in its current state:

1. Right-click on the VM and select Snapshot.
2. From the Snapshot menu, select Take Snapshot.
3. In the Take Virtual Machine Snapshot window, enter a name and description for the snapshot.
4. Click Ok.

For more information about snapshots, see Using Snapshots To Manage Virtual Machines in the VMware in VMware vSphere ESXi and vCenter Server 5.1 Documentation (opens in a new window or tab).

[+] Step 10. Confirm that the VM starts

Power on the VM and confirm that it starts by opening its Console window and verifying that the Set Up Windows screen is visible. Once confirmed, power off the VM.

Important: Do not proceed with the Set Up Windows steps unless the server is located at the Premise site.

Tip

Although the tune-up script starts automatically on the VM after you log in, you can select to postpone the tune-up procedure until the next restart of the VM. To do so, select No when the script asks "Would you like to do the tune-up now?" The script automatically starts when the VM restarts at the customer site, and continues to run during each restart until it completes successfully.

[+] Step 11. Off-site verification checklist

This step confirms that the off-site portion of the installation is complete and that the server is ready for delivery to the Premise site.

1. Log in to iDRAC and confirm the following:
   • The server configuration is RAID-5.
   • The storage controller card model is H730 for R430 models (or H710P for all other models).
   • Disk sizes are 600 GB, 15K, SAS.
2. Connect to the ESXi server with a vSphere client and confirm the following:
   • The VM is deployed and able to start.
   • The ESXi server has all CPUs (>= 16 CPUs) and RAM (48 GB).
   • The VM is present, with a snapshot taken.
   • You can locate the MAC address for the VM, as this is needed when ordering appropriate Genesys licenses.
   • Ensure that you have adjusted the memory and CPU values of the VM as required for your deployment.

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Part II: On-site installation

Important

These steps describe how to finalize the server installation and configuration at the Premise site. Perform these steps only after the off-site portion of the installation is complete and the server is delivered to the Premise site. The steps are divided into several subsections and must be completed in the order described.

Follow these instructions to install the VM environment for Business Edition Premise.

Before you begin

[+] Step 1. Confirm that you have the required licenses

Important

You require the following licenses before installing Business Edition Premise. If you do not have all required licenses, do not proceed with the installation steps.

• One Windows Server 2008 license key for activating Windows when starting the VM.
• One Genesys software license for the required number of agents.
• One Business Objects Enterprise (BOE) version 3.1.x license key.
• One Microsoft SQL Server 2008 R2 64-bit license.

[+] Step 2. Provision the network

Provision the network to include:

• One IP address within a single subnet and available on the Windows domain running DNS/DHCP services for the Virtual Machine (VM); you also need to assign a hostname for the VM for entry into a DNS server
• One IP address within a management control subnet for Dell iDRAC configuration, to enable hardware alarming using email (the address must be able to access the customer corporate email server)
• One IP address within the same subnet and available on a Windows domain running DNS/DHCP services for ESXi server.

Hardware configuration

[+] Step 3. Set up hardware monitoring

Your Dell server includes an Integrated Dell Remote Access Controller (iDRAC) that monitors the server hardware and can send email notifications to help you avoid the data loss that will occur if two drives in the RAID array fail.

Warning

Failure to monitor the health of your RAID array can result in loss of data. Ensure that you set up Dell hardware monitoring with email notification.

To configure the iDRAC to send email notifications:

1. Use a browser to log into the Dell iDRAC at https://IP address/login.html, where IP address is the management interface IP address or DNS entry name. Enter the username and password that you specified when configuring the iDRAC.
2. Navigate to Alerts > Alerts Filter.
   • Ensure that only System Health, Storage, Warning, and Critical are checked.
   • Uncheck the other five items.
   • Click Apply.
3. Under Alerts and Remote System Log Configuration, check the Email box in the heading for each of the 8 pages.
4. Select the SNMP and E-Mail Settings tab.
   • Under Destination E-mail Addresses, add up to four addresses to receive alert emails.
   • Check State for each address.
   • Click Apply.
5. Under SMTP (E-Mail) Server Address Settings:
   • Enter the IP address or FQDN/DNS name of the corporate email server (authentication is optional).
   • Click Apply.
6. Under Destination E-mail Addresses:
   • Click Send to send an email alert to each of the configured accounts.
   • Verify that each account received the test email.
7. Return to the Alerts tab. Enable alerts and click Apply.

[+] Step 4. Configure Time Zone and Network Time Protocol (NTP)

To configure the Time Zone and NTP settings:

1. Navigate to Overview > iDRAC Settings > Properties > Settings. The Time Zone and NTP page appears.
2. From the Time Zone drop-down menu, select the required time zone and click Apply.
3. Enable NTP, enter the NTP server addresses, and click Apply.

DHCP and DNS server assignment

[+] Step 5. Update DHCP and DNS servers for ESXi

Power on the ESXi server (if needed) and retrieve its MAC address (for setup in a DHCP server to assign an IP address and in a DNS server so the host name of the ESXi server can be associated to the assigned IP address when first connected to the network):

1. Open the ESXi console for your ESXi server and do the following:
   • Go to <F2> Customize System/View Logs > Configure Management Network > Network Adapters/<D> View Details.
   • Copy the MAC address.
2. Log into the customer DHCP server.
   • In the Command window, replace the existing MAC address for the ESXi server with the one you copied.
3. Restart the DHCP server.
4. Update the customer DNS server with new host name of the ESXi server and the IP address assigned from the customer pool of addresses and given out by their DHCP server.
5. Open a DOS prompt and confirm the DNS association by doing a Forward and Reverse nslookup, as follows:
   • nslookup <IP_address>
   • nslookup <hostname>

[+] Step 6. Update DHCP and DNS servers for the VM

Before you power on the VM, retrieve its MAC address (from VM properties) to populate the DHCP server and update the DNS server:

1. In the vSphere Client inventory, do the following:
   • Right-click the VM and select Edit Settings > Network adapter 1.
   • Copy the MAC address.
2. Log into the DHCP server.
   • In the Command window, replace the existing MAC address for the VM with the one you copied.
3. Restart the DHCP server.
4. Update the customer DNS server with the new host name of the VM server and the IP address assigned from the customer pool of addresses and given out by their DHCP server.
5. Open a DOS prompt and confirm the DNS association by doing a Forward and Reverse nslookup, as follows:
   • nslookup <IP_address>
   • nslookup <hostname>

[+] Step 7. Configure NTP on the ESXi server to synchronize the VM

Configure an NTP (network time) daemon to synchronize the customer VM:

1. In the vSphere Client, select the ESXi server, and then select the Configuration tab.
2. From the Software menu, click Time Configuration and select Properties.
3. Select NTP Client Enabled and then click Options. The NTP Daemon (ntpd) Options window opens.
4. In the NTP Daemon Options window, do the following:
   • Under General, select Start and stop with host.
   • Click OK.
     Important

     You must be back in the Time Configuration screen to do the next step.
   • In the Time Configuration window, click Options.
   • Under NTP Settings, add an NTP Server in the customer time zone (the NTP Server website lists available NTP servers) and select Restart NTP service to apply changes.
   • Click OK.
5. Select Options and verify that the General settings are as follows:
   • Status = Running.
   • Startup Policy = Start and Stop with Host.
   • The Start button appears in the Service Commands section.
6. Click OK to close the NTP Daemon Options and Time Configuration windows.

VM configuration

[+] Step 8. Power on and configure the VM

1. Power on the VM.
2. In Windows setup, enter the locale and product key, accept the license terms, and change the password.
3. Confirm that the dialog for changing the user password at the first login appears. The Windows desktop loads and the tuneup script automatically runs.
Tip
If you enter incorrect information during the tuneup script configuration, Genesys recommends that you redeploy the VM and begin the tuneup script configuration again. If you made a snapshot of the VM prior to entering any data for the tuneup configuration script, you can revert to that snapshot.
4. After the tuneup script launches automatically, enter values when prompted.
   1. For the Host naming scheme:
      • Select 1 to use default host name (g1-sngl-p).

        Use this option for environments that you do not plan to extend and if the default naming convention suits your needs.

      • Select 2 to use default host names with custom suffixes (such as g1-sngl-p-env1).

        The script prompts you for the suffix. Use this option if default names with suffixes agree with your host naming convention.

        Important

        The suffix can contain no more than 4 characters.
   2. For the Domain configuration:

      This setting defines how the FQDN of the hosts is presented in Genesys Configuration; Genesys software uses these names when establishing network connections.

      • Select 1 to have the tuneup script use the domain name that it detects automatically.
      • Select 2 (Other domain name) to enter the domain name manually. When prompted, enter the domain name.
   3. Set the time zone in the format Continent/City or Region. For a list of time zones, see the TZ column in List of tz database time zones.
   4. When prompted, specify the following as required for your VoIP media gateway (source and destination of VoIP traffic) configuration:
      • gateway-ip-address
      • gateway-port
   5. Rename? Yes
   6. Reboot? Yes
   Important

   Ensure that the VM fully restarts before proceeding.

[+] Step 9. Configure the BOE tuneup script

The tuneup_boe.bat script launches automatically after VM startup.

1. Enter the BOE license code (Genesys does not provide this).
2. Wait for the BOE tuneup script to finish and close (the script can take 30 minutes or more to complete).
3. When it completes, restart the VM.

[+] Step 10. Apply Microsoft and Genesys application licenses and configuration changes

Important

Make sure the BOE configuration script has already run before completing this step.

WATCH: To view a short demonstration of the license application, click the Genesys icon below:

1. In the Initial Configuration Tasks window, click Set time zone.
   • Set the time zone in the format Continent/City or Region. For a list of time zones, see the TZ column in List of tz database time zones.
2. Set up Genesys License Manager by placing the Flex LM license file (acquired earlier) in the GCTI\flexlm folder.
   Important

   Altering the Windows Operating System Regional settings (other than time zone) may result in a failure when attempting to apply the MS SQL Server 2008 license key at the completion of the BEP installation.

3. To add the Microsoft SQL Server 2008 R2 64-bit license:
   • Go to Start > All Programs > Microsoft SQL Server 2008 R2 > Configuration Tools > SQL Server Installation Center (64-bit)
   • Select Maintenance.
   • Select Edition Upgrade, and click OK to begin the setup.
   • Click Next through the Setup Support Rules.
   • Enter the Product Key, and click Next.
   • Accept the license terms, and click Next.
   • Select the Instance, and click Next.
   • Click Upgrade.
4. If your environment uses a domain, you can add it by doing the following:
   • Click Provide computer name and domain.
   • In the System Properties window, click Change.
   • In the Computer Name/Domain Changes window, select Domain and enter the domain name.
   • Click OK.
   • Restart the VM.

[+] Step 11. Verify the IP address of the VM

1. Verify the VM IP address is correct by doing the following:

• Run the Windows command ipconfig/all. If the host received proper IP configuration from your DHCP Server, the values will match your network settings.
• Verify that the server can reach the remote host:

  Ping an external server (such as a server you plan to use for your agent desktops) by running the command ping <remote host name or IP address>. The remote host must be reachable via ping and the output of the ping command looks similar to this example (note the shortened output and sample IP addresses; ping times may vary):

  Pinging agent-desktop.domain.com [1.2.3.4] with 32 bytes of data:

  Reply from 1.2.3.4: bytes=32 time<1ms TTL=128

  Reply from 1.2.3.4: bytes=32 time<1ms TTL=128

  Reply from 1.2.3.4: bytes=32 time<1ms TTL=128

  Reply from 1.2.3.4: bytes=32 time<1ms TTL=128

  Ping statistics for 1.2.3.4:

  Packets: Sent = 4, Received = 4, Lost = 0 (0% loss)

  Approximate round trip times in milli-seconds:

  Minimum = 0ms, Maximum = 0ms, Average = 0ms

From the remote host you just pinged, open the console window and issue the following command:

ping <remote host name or IP address>

Important

The VM host must be reachable and the output of the ping command must look similar to the example above.

[+] Step 12. Verify the status of Genesys services

1. Click Start.
2. Enter Services in the Search programs and files dialog box.
3. Select Services and locate groups of services with names starting with Genesys in the list of local services.
4. Confirm that all Genesys services have a status of Started with a startup type of Automatic, with the following exceptions:
   • Genesys DB Server [DBServer_OCS] (not started, Manual)
   • Genesys Outbound Contact Server [OCS] (not started, Manual)

[+] Step 13. Create the ORS Interaction Queue

You must create a default Interaction Queue for Orchestration Server (ORS) so that eServices works correctly with BEP. The easiest way to do this is by using Genesys Administrator Extension (GAX).

Warning

Do not skip this step. BEP will not work correctly if this queue does not exist.

To access GAX, open your browser to http://VM host name or IP address:8080/gax/, and enter these credentials:

• User Name: default
• Password: password

From the Configuration menu, go to Environment and select Scripts. Add a new script called orchestration_system, with Interaction Queue as the Script Type. Like this:

file:bep_create_ors_queue.png

Final steps

[+] Step 14. Backup the VM

Genesys recommends that you backup the VM by exporting it to an external location or device.

1. Open the vSphere Client.
2. Power off the VM.
3. In the vSphere client, highlight the target VM and select File > Export > Export OVF Template.
4. For the file format, select Single File (OVA).
5. Specify the output file name and location.
6. Export the file.

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