Installing the Genesys Web Engagement Server

The 8.5 release of Genesys Web Engagement incorporates two major changes in the server architecture:

• The Web Engagement Frontend Server and Backend Server have been consolidated into a single Web Engagement Server.
• In order to simplify the configuration process, you must configure a Web Engagement Cluster application object, even if you are only using a single node.

Each of these changes enhances the performance and the simplicity of Web Engagement.

Important

Before using Genesys Web Engagement, you must either create and deploy your own Web Engagement application or deploy the provided sample application. Otherwise, the product will not work.

After Genesys Web Engagement is ready to use, but before you use it, Genesys recommends that you verify the status of your Cassandra cluster and your Elasticsearch cluster.

About the Web Engagement Cluster

Genesys Web Engagement is built on the principles of N+1 architecture. This means that:

• The cluster combines 1 or more nodes. In other words, you must create and configure at least one node in order to use Web Engagement. And every time you add another node, you need to create and configure it using the same steps you used to create and configure the first one.
• All nodes are treated as equivalent to each other, so that almost all of the configuration is defined in the cluster application, while the nodes only contain the options required to connect to a particular host and their cluster.
• All server connections, such as Interaction Server and Chat Server, are defined for the cluster.
  Note: Web Engagement supports a connection to the Interaction Server Proxy as an alternative to a direct connection to Interaction Server.
• Connections to external clusters, such as a cluster of Chat Servers, must be configured in the cluster application, rather than adding connections to particular nodes. In other words, if you add nodes to the cluster, you don't have to reconfigure the existing nodes and cluster, whether you are migrating from one node to two nodes, or adding a thousand nodes to the system.

These features make it easy to maintain your cluster configuration and help you avoid faulty configuration scenarios.

Deploying Web Engagement

To deploy Web Engagement, follow these steps:

1. Importing the Web Engagement Cluster Template
2. Creating the Cluster Application
3. Configuring the Cluster Application
4. Configuring a Connection to a Cluster of Chat Servers (Optional)
5. Importing the Web Engagement Server Template
6. Creating a Node Application
7. Configuring a Node Application
8. Adding Nodes to a Cluster
9. Installing the Web Engagement Server
10. Configuring alarms

Note: For more information on how to work with templates and application objects in Genesys Administrator, consult Generic Configuration Procedures.

Importing the Web Engagement Cluster Template

Note: For more information on how to work with templates in Genesys Administrator, consult Generic Configuration Procedures.

Start

1. Open Genesys Administrator and navigate to Provisioning > Environment > Application Templates.
2. In the Tasks panel, click Upload Template.
   
   
   

   Upload Template link in the Tasks panel
3. In the Click 'Add' and choose application template (APD) file to import window, click Add.
4. Browse to the Web_Engagement_Cluster.apd file. The New Application Template panel opens.
5. Click Save & Close.

End

Creating the Cluster Application

Note: For more information on how to work with application objects in Genesys Administrator, consult Generic Configuration Procedures.

Prerequisites

• You completed Importing the Web Engagement Cluster Template.

Start

1. Open Genesys Administrator and navigate to Provisioning > Environment > Applications.
2. In the Tasks panel, click Create New Application.
   
   
   

   Create New Application link.
3. In the Select Application Template panel, click Browse for Template.
   
   
   

   Browse for Template.
4. Select the Web Engagement Cluster template that you imported in Importing the Web Engagement Cluster Template. Click OK.
5. The template is added to the Select Application Template panel. Click Next.
6. In the Select Metadata file panel, click Browse, then click Add, and then select the Web_Engagement_Cluster.xml file. Click Open.
7. The metadata file is added to the Select Metadata file panel. Click Next.
8. In the Specify Application parameters tab:
   • Enter a name for your application. For instance, GWE_85_Cluster.
   • Make sure that State is enabled.
   • Select the Host on which the Web Engagement Cluster will reside.
   • Click Create.
9. The Results panel opens.
10. Enable Opens the Application details form after clicking 'Finish' and click Finish. The Web Engagement Cluster application form opens and you can start configuring the Web Engagement Cluster application.
    
    
    

    Web Engagement Cluster app opened in Genesys Administrator.

End

Configuring the Cluster Application

Note: For more information on how to work with application objects in Genesys Administrator, consult Generic Configuration Procedures.

Prerequisites

• You completed Creating the Cluster Application.

Start

1. If your Cluster application form is not open in Genesys Administrator, navigate to Provisioning > Environment > Applications. Select the application defined for the Web Engagement Cluster and click Edit....
2. In the Connections section of the Configuration tab, click Add. The Browse for applications panel opens. Select the Genesys application defined for Interaction Server, then click OK.
   Note: Web Engagement supports a connection to the Interaction Server Proxy as an alternative to a direct connection to Interaction Server.
   
   
   

   The port ID is set to the default port.
3. Repeat the previous step for Stat Server. Optionally, you can also add a connection to Message Server (to apply the network logging option).
4. Configure a connection to the Chat Server or to a cluster of Chat Servers. If you are using a single Chat Server, you must set your port ID to webapi when specifying your connection to Chat Server. For information on how to connect a cluster of Chat Servers, see Configuring a Connection to a Cluster of Chat Servers (Optional).
5. Expand the Server Info pane.
6. In the Tenant section, click Add and select your tenant. For instance, Environment. Click OK.
7. If your Host is not defined, click the lookup icon to browse to the hostname of your application.
8. In the Listening Ports section, create the default port by clicking Add. The Port Info dialog opens. Note: You must specify the default port.
   • Enter the Port. For instance, 9081.
   • Choose http for the Connection Protocol.
   • Click OK. The HTTP port with the default identifier appears in the list of Listening ports.
     
     
     

     Default HTTP port
9. Create the port with the server/data/rules/deploy identifier by clicking Add.
   • Enter server/data/rules/deploy for the ID.
   • Enter the same port value as you did for the default port. For instance, 9081.
   • Select http for the Connection Protocol.
   • Click OK. The HTTP port with server/data/rules/deploy ID appears in the list of Listening ports.
10. Optionally, you can add a secure listening port for authenticated users, secured connections, and secure chat. Click Add.The Port Info dialog opens.
    • Enter https for the ID field. This specific ID is required in GWE 8.5.
    • Enter the Port. For instance, 9443.
    • Enter https for the Connection Protocol.
    • Choose Secured for the Listening Mode.
    • Click OK.
      
      
      

      Secure listening port
11. Ensure the Working Directory and Command Line fields contain "." (period).
    
    
    

    Commands
12. Click Save.
13. The Confirmation dialog for changing the application's port opens. Click Yes.
14. Important: Genesys recommends that you use external Cassandra, which you can configure by following these instructions. However, embedded Cassandra can be a better choice for a lab installation.
    Important: Starting in 8.5.0, Embedded Cassandra mode is deprecated in Web Engagement; support for this mode will be discontinued in 9.0.
    To configure embedded Cassandra, select the Options tab and complete these steps:
    1. Make sure the the enabled option in the [cassandraEmbedded] section is set to true.
    2. Set the clusterName option in the [cassandraEmbedded] section to the name of your Cassandra cluster, which must not contain spaces. For example, My_Cassandra_Cluster.
    3. In the [cassandraEmbedded] section, you can take the default values for all of the options except seedNodes, which requires a comma-separated list of seed nodes, where each seed node is represented by an IP address or fully qualified domain name (FQDN). You must select your seed nodes from one or more of the nodes where Web Engagement Servers are deployed. For more information, see the description of the seedNodes option. Here are two examples of seed node lists:
       • 192.168.0.1,192.168.0.3
       • host1.mydomain.com,host2.mydomain.com.
    4. Make sure that the replicationStrategy option in the [cassandraKeyspace] section is set to NetworkTopologyStrategy.
    5. Make sure that the replicationStrategyParams option in the [cassandraKeyspace] section is specified in accordance with the configuration of your Cassandra cluster.
    6. Edit Web Engagement installation directory/server/resources/cassandra-rackdc.properties.
    7. Edit Web Engagement installation directory/server/resources/es-index.properties.
    8. Verify that the required communication ports are opened.
15. Click Save & Close. If the Confirmation dialog opens, click Yes.

End

Configuring a Connection to a Cluster of Chat Servers (Optional)

Note: If you are running Web Engagement in a production environment, Genesys recommends connecting the Web Engagement Cluster to a cluster of Chat Servers rather than to a single instance of Chat Server.

Complete the steps below to configure a cluster of Chat servers for the Cluster.

Start

1. In Genesys Administrator, create an application with a type of Application Cluster. This example uses an Application Cluster app called Chat Cluster.
2. Navigate to Provisioning > Environment > Applications, select your Cluster application, and click Edit.
3. In the Connections section, add a connection to Solution Control Server and an Application Cluster application that has connections to one or more Chat servers.
   
   
   

   The Cluster has a connection to the ChatCluster Application Cluster application.
4. Click Save & Close
5. Open your Application Cluster application.
6. In the Connections section, add connections to one or more Chat Servers, using a port ID of webapi for each connection.
   
   
   

   The ChatCluster application has connections to two Chat servers.
7. Click Save & Close.

End

Importing the Web Engagement Server Template

Prerequisites

• You completed Configuring the Cluster Application.

Start

1. Open Genesys Administrator and navigate to Provisioning > Environment > Application Templates.
2. In the Tasks panel, click Upload Template.
   
   
   

   Upload Template link in the Tasks panel
3. In the Click 'Add' and choose application template (APD) file to import window, click Add.
4. Browse to the Web_Engagement_Server.apd file or, if your Configuration Server does not support Web Engagement specific types, select Web_Engagement_Server_Generic.apd, available in the templates directory of your installation CD. The New Application Template panel opens.
5. Click Save & Close.

End

Creating a Node Application

You must create and configure every node that you add to the cluster, using the instructions in this section and the next one.

Prerequisites

• You completed Importing the Web Engagement Server Template.

Start

1. Open Genesys Administrator and navigate to Provisioning > Environment > Applications.
2. In the Tasks panel, click Create New Application.
   
   
   

   Create New Application link.
3. In the Select Application Template panel, click Browse for Template and select the Web Engagement Server template that you imported in Importing the Web Engagement Server Template. Click OK.
4. The template is added to the Select Application Template panel. Click Next.
5. In the Select Metadata file panel, click Browse, then click Add, and select the Web_Engagement_Server.xml file or select the Web_Engagement_Server_Generic.xml file if you chose Web_Engagement_Server_Generic.apd in Step 4 of Importing the Web Engagement Server Template. Click Open.
6. The metadata file is added to the Select Metadata file panel. Click Next.
7. In Specify Application parameters:
   • Enter a name for your application. For instance, GWE_85_Node_1.
   • Make sure that State is enabled.
   • Select the Host on which the node will reside.
   • Click Create.
8. The Results panel opens. Click the Finish button. The Web Engagement Node application form opens and you can start configuring the Web Engagement Node application.
9. Expand the Server Info pane.
10. In the Listening Ports section, create the default port by clicking Add. The Port Info dialog opens.
    • Enter the Port. For instance, 9081.
    • Choose http for the Connection Protocol.
    • Click OK. The HTTP port with the default identifier appears in the list of Listening ports.
11. Create the port with the server/data/rules/deploy identifier by clicking Add.
    • Enter server/data/rules/deploy for the ID.
    • Enter the same port value as you did for the default port. For instance, 9081.
    • Select http for the Connection Protocol.
    • Click OK. The HTTP port with server/data/rules/deploy ID appears in the list of Listening ports.
      
      
      

      Node listening ports
12. Click Save.
13. A Confirmation dialog opens. Click Yes.
14. (Optional) If you are using a Web_Engagement_Server_Generic template for your application object, you need to create a [webengagement] section in the Annex. Click New in the Options tab. The New Options dialog opens.
    • Select Annex for Location.
    • Enter webengagement for Section.
    • Enter type for Name.
    • Enter gweserver for Value.
    • Click OK to create the new annex. You can see it by selecting Advanced View (Annex) in the View selector.
15. Click Save & Close. If the Confirmation dialog opens, click Yes.
16. Enable Opens the Application details form after clicking 'Finish' and click Finish. The GWE_85_Node_1 application form opens and you can start configuring the node application.
    
    
    

    Node app opened in Genesys Administrator.

End

Configuring a Node Application

Prerequisites

• You completed Creating a Node Application.

Start

1. If your node application form is not open in Genesys Administrator, navigate to Provisioning > Environment > Applications. Select the application defined for the node and click Edit....
2. In the Connections section of the Configuration tab, click Add. The Browse for applications panel opens. Select the Web Engagement Cluster application you defined above, then click OK.
   
   
   

   Node connection to Cluster
3. Expand the Server Info pane.
4. In the Tenant section, click Add and select your tenant. For instance, Environment. Click OK.
5. If your Host is not defined, click the lookup icon to browse to the hostname of your application.
6. The Confirmation dialog for changing the application's port opens. Click Yes.
7. Important: Genesys recommends that you use external Cassandra, which you can configure by following these instructions. However, embedded Cassandra can be a better choice for a lab installation.
   Important: Starting in 8.5.0, Embedded Cassandra mode is deprecated in Web Engagement; support for this mode will be discontinued in 9.0.
   To configure embedded Cassandra, select the Options tab. In the [cassandraEmbedded] section, set the values for listenAddress and rpcAddress, using a fully qualified domain name or the appropriate IP address.
   
   
   

   Cassandra Listen and RPC Addresses
8. (Optional) In the[log] section, the all option is set to stdout by default. Enter a filename if you wish to enable logging to a file. For example, you can enter stdout, C:\Logs\WebEngagement\GWE_Node1 to force the system to write logs in the console and in a file called GWE_Node1.log.

End

Adding Nodes to a Cluster

Prerequisites

You completed:

• Creating the Cluster Application.
• Configuring the Cluster Application
• Creating a Node Application
• Configuring a Node Application

Note: A single-node configuration works well in a lab environment, but in production, you need more than one node, in order to provide high availability. And every time you establish a new node, you must complete the following steps in order to create and configure it.

Start

1. Follow the instructions above for Creating a Node Application, but use a different name for the new node.
2. Configure the new node application, as shown above, but point to a different server address.

End

Important: If you use more than one node, you need to set up Load Balancing in your environment.

Installing the Web Engagement Server

Install the Web Engagement Server on Windows or Linux.

Note: For more information on how to install apps that you have configured in Genesys Administrator, consult Generic Installation Procedures.

Prerequisites

• Configuring a Node Application

Start

1. In your installation package, locate and double-click the setup.exe file. The Install Shield opens the welcome screen.
2. Click Next. The Connection Parameters to the Configuration Server screen appears.
3. Under Host, specify the host name and port number where Configuration Server is running. (This is the main "listening" port entered in the Server Info tab for Configuration Server.)
4. Under User, enter the user name and password for logging on to Configuration Server.
5. Click Next. The Select Application screen appears.
6. Select the Web Engagement Server Application—that is, the Node app you created above—that you are installing. The Application Properties area shows the Type, Host, Working Directory, Command Line executable, and Command Line Arguments information previously entered in the Server Info and Start Info tabs of the selected Application object.
7. Click Next. The Choose Destination Location screen appears.
8. Under Destination Folder, keep the default value or browse for the desired installation location.
9. Click Next. The Backup Configuration Server Parameters screen appears.
10. If you have a backup Configuration Server, enter the Host name and Port.
11. Click Next. The Ready to Install screen appears.
12. Click Install. The Genesys Installation Wizard indicates it is performing the requested operation for Web Engagement Server. When through, the Installation Complete screen appears.
13. Click Finish to complete your installation of the Web Engagement Server.

• Before using Genesys Web Engagement, you must either create and deploy your own Web Engagement application or deploy the provided sample application.

End

Prerequisites

• Configuring a Node Application

Start

1. Open a terminal in the Genesys Web Engagement CD/DVD or the Genesys Web Engagement IP, and run the Install.sh file. The Genesys Installation starts.
2. Enter the hostname of the host on which you are going to install.
3. Enter the connection information to log in to Configuration Server:
   • The hostname. For instance, demosrv.genesyslab.com.
   • The listening port. For instance, 2020.
   • The user name. For instance, demo.
   • The password.
   • If the connection settings are successful, a list of keys and Web Engagement applications is displayed.
4. Enter the key for the Web Engagement Server application—that is, the Node app you created above—that you created previously in Configuration Server.
5. Enter the location where Genesys Web Engagement is to be installed on your web server.
   Note: This location must match the previous settings that you entered in Configuration Server.
6. If you have a backup Configuration Server, enter the Host name and Port.
7. If the installation is successful, the console displays the following message:
   Installation of Genesys Web Engagement Server, version 8.5.x has completed successfully.

• Before using Genesys Web Engagement, you must either create and deploy your own Web Engagement application or deploy the provided sample application.

End

Configuring alarms

Genesys recommends that you tune the following Web Engagement alarms:

• Incorrect load balancer routing
• Event Duration
• VisitProfile cache size
• Events cache size
• DroolsSession cache size
• Heap Memory Usage
• GC Latency

Next Steps

• Before using Genesys Web Engagement, you must either create and deploy your own Web Engagement application or deploy the provided sample application.
• At that point, you can Configure Genesys Rules System to work with GWE.