Prerequisites for Genesys Administrator Extension Modules

This section describes prerequisites to be met before installing or using the functional modules of Genesys Administrator Extension. These are in addition to the basic prerequisites listed here, and are specific to the corresponding module.

Important

Unless specified otherwise, all commands that are entered on a command line in this section should be issued as a root user (command prompt of #) or as a regular user (command prompt of $).

Before using Solution Deployment to deploy Solutions to local and remote hosts, you must ensure that the following prerequisites are met:

• Hosts are set up and running at the remote locations, and are running Local Control Agent (LCA) and Genesys Deployment Agent (GDA). Use the instructions in Genesys Administrator Extension Help.
• The following configuration options are defined on the Options tab of the Genesys Administrator Extension server Application object in the asd section:
  • silent_ini_path
  • local_ip_cache_dir

  Refer to Configuration Options for more information about these options.

• An appropriate SQL client is installed for solution definitions that include <os:execSQL> commands. You can use the following clients for each database type:
  • Oracle—SQL*Plus
  • Microsoft SQL Server—sqlcmd
  • PostgreSQL—psql

For the deployment of Parameter Groups, ensure that you have write permissions to the Transactions folder of the tenant on which the Parameter Group is deployed. You must also have write privileges for the Voice Platform Profiles folder to deploy the Voice application and/or write privileges for the Routing Scripts folder to deploy Genesys IRD or SCXML routing strategies. There are no additional prerequisites for using Operational Parameter Management in Genesys Administrator Extension. However, ensure that your Interaction Routing Designer (IRD) routing strategies reference the Transaction objects correctly. Operational Parameter Management works together with routing strategies, SCXML routing strategies, GVP voice applications, and Genesys Business Rules.

Important

Operational Parameter Management does not load strategies on DNs or upload applications to application servers. You must do this manually for all parameterized objects.

To use Audio Resource Management in Genesys Administrator Extension, you must do the following:

• Add the configuration option section and options for Linux or Windows Server.

Linux:

[+] Click here to reveal code

[arm]
local_announcement_folder=announcement
local_music_folder=music
local_os=RHEL5
local_path=/opt/gax/arm
local_sox_path=/usr/bin/sox
target_announcement_folder=announcement
target_music_folder=music
target_os=RHEL5
target_path=/mnt/arm/target
delete_from_db_after_processing=false

Windows Server:

[+] Click here to reveal code

[arm]
local_announcement_folder=announcement
local_music_folder=music
local_os=Windows
local_path=C:\GCTI\GAX\arm\local
local_sox_path=C:\GCTI\GAX\sox\sox.exe
target_announcement_folder=announcement
target_music_folder=music
target_os=Windows
target_path=C:\GCTI\GAX\arm\target
delete_from_db_after_processing=false

See Configuration Options for a detailed description of the configuration options.

• If you will be converting audio file formats, you must install SoX (Sound Exchange) before doing any conversions. For Linux, Genesys Administrator Extension supports SoX version 12 or higher. For Windows, GAX supports SoX version 14.3.1 or higher.
• Follow the procedure Installing SoX below.
• Set up the target storage for Audio Resource Management by following the procedure Setting up ARM Runtime Web Server below. This procedure sets up an Apache web server on a Red Hat Enterprise Linux host. On this host, it creates a shared directory from which audio files are retrieved by Audio Resource Management, and to which Genesys Administrator Extension writes audio resource files as they are uploaded by users. The shared directory is accessible from the Genesys Administrator Extension host and is referred to as "target storage".

Procedure: Installing SoX

Purpose: To install SoX to enable conversion of audio resources to µ-law, a-law, and gsm formats. This procedure can be run at any time before or after Genesys Administrator Extension is installed.

Steps

1. Download SoX for your operating system. For more information, visit http://sox.sourceforge.net/Main/HomePage.
2. To install SoX on Linux, enter the following command at the # prompt: yum install sox

   Or,

   To install SoX on Windows Server, execute the installer application and install sox.exe into the following directory:

   C:\Program Files\SoX\sox.exe
Important
The user of the host on which the GAX application is running must be configured to read and execute the sox binary.

Procedure: Setting up ARM Runtime Web Server

Purpose: To set up the target storage for Audio Resource Management by setting up a shared directory on an Apache web server on a Red Hat Enterprise Linux host, from which audio files are retrieved by Audio Resource Management and to which Genesys Administrator Extension writes audio resource files as they are uploaded by users.

Important

The ARM Runtime Web Server is sometimes referred to as an ARM HTTP Proxy.

Prerequisites

• Genesys Administrator Extension Host is running.
• A dedicated host machine is available for the ARM Runtime Web Server.
• Media Server is available.

Steps

1. Set up your Network File System (NFS) to share data between Genesys Administrator Extension and the ARM Runtime Web Server.
1. (Linux) On the ARM Runtime Web Server, create the required folders and subfolders by entering the following commands at the # prompt:

mkdir /opt/genesys/arm


mkdir /opt/genesys/arm/music


mkdir /opt/genesys/arm/announcements

Important
Ensure that the user of the host on which the GAX application is running is configured to read and write these directories. GAX treats all directories as local. If the target directory and the sub-directories reside physically on a remote host and are used as network directories, or mapped as a local drive, the user must have network access configured.
2. On the Genesys Administrator Extension host, open the /etc/exports in an editor and add the folder /opt/genesys/arm as a shared directory. When added, the file should contain the following line:

   /opt/genesys/arm* (rw,sync)

   To limit access to only certain machines, change the asterisk (*) to the fully qualified domain name or address of the Genesys Administrator Extension host. If you have multiple Genesys Administrator Extension hosts in your environment, you can create one line per host.

2. On the ARM Runtime Web Server, make sure that NFS and the supporting portmap processes have started by entering the following commands at the # prompt:

   chkconfig portmap on
   chkconfig nfs on

   If necessary, you can manually start the processes by entering the following commands at the # prompt:

   Solution nfs start
   Solution portmap start

3. Mount the shared drive on the Genesys Administrator Extension host (or hosts) as follows:
   1. On the host, create a new directory by entering the following command at the # prompt:

      mkdir -p /mnt/arm/target

   2. Open the file /etc/fstab in an editor and add the following line:

      <address of the ARM Runtime Web Server>/opt/genesys/arm
      /mnt/arm/target nfs rsize=8192,wsize=8192,timeo=14,intr

   3. Mount the target manually by entering the following command at the # prompt:

      mount /mnt/arm/target

      The target is mounted automatically when the server restarts.

4. Install Apache Web Server as follows:
1. Install Apache by entering the following command at the # prompt:

   yum install httpd

2. Make sure that Apache starts when the host starts by entering the following command at the # prompt:

   chkconfig httpd on

   Alternately, you can start Apache manually by entering the following command at the # prompt:

   Solution httpd start

3. Start or restart Apache to test that it works.
5. To have Apache serve the media files for the Media Server, open the file /etc/httpd/conf/httpd.conf in an editor and make the following changes:

Change This Line ...	... to this Line
DocumentRoot "/var/www/html"	DocumentRoot "/opt/genesys/arm"
<Directory "/var/www/html">	<Directory "/opt/genesys/arm">

6. Update your Media Server configuration to use the ARM Runtime Web Server (address:http://<address of ARM Runtime Web Server>/) instead of the local file storage.
   • When integrating the Media Server for ARM, the following Media Control Platform configuration options must be modified:
     • To reduce the number of audio files searching attempts and promote efficiency at ARM Runtime Web Server, set msml/play.usedefaultsearchorder to false.
     • To set the locations at the Services Site so that ARM Runtime Web Server can access announcement and music files, set the following options:

       msml/play.basepath=http://<ARM Runtime Web Server>

       msml/play.musicbasepath=http://<ARM Runtime Web Server>

   For more information about these options and file naming for Play Treatment requests, refer to the Genesys Media Server 8.5 Deployment Guide.