Deployment Procedure

Contents

Introduction

This deployment procedure applies to the releases of Genesys Info Mart listed in the Release table, above. Click the link in the Release table for the version you are deploying to jump to a description of how to deploy Genesys Info Mart using the package you received from Genesys. Most releases use the same standard deployment procedure.

If your release requires a specialized procedure, the link in the Release table takes you to a header specifying the version number and date of the release. Click the header, and the procedure will open.

Standard Deployment Procedure

To deploy this installation package within a new environment, follow the instructions in the Genesys Info Mart 8.0 Deployment Guide.

To deploy this package in your existing Genesys Info Mart 8.0.x environment, follow all of the Pre-Installation and Installation steps in the Standard Deployment Procedure that follows.

Notes:

• Review all steps before you perform any of them.

• Plan a time when you can complete the installation in one continuous session. Several steps can take significant time to complete, and this potentially affects the availability of Info Mart data.

Pre-Installation Steps

1. For reference purposes, identify and make notes of any custom changes that you made to the Info Mart database—for example, table spaces, partitions, additional indexes, views, or permissions.

The Genesys Info Mart SQL scripts that you will run to update these databases sometimes create new tables, instead of updating the old tables. They may also replace some tables with views, for backward compatibility. You will need to re-create any custom database objects or permissions that become lost or invalidated during the update process.

2. For reference purposes, create backup copies of the Genesys Info Mart deployment SQL scripts that you modified and ran when you last deployed Genesys Info Mart. The new Genesys Info Mart installation program overwrites these SQL scripts, and does not preserve your modifications.

The default location for these scripts is the sql_scripts directory within the Genesys Info Mart installation directory.

3. For reference purposes, identify and make notes of any custom changes that you made to the Genesys Info Mart Application object. You might need to transfer customizations in your Genesys Info Mart deployment for the new Genesys Info Mart release.

4. Make a note of the application startup arguments if you customized them. The installation process will overwrite these arguments and you will lose any changes that you made.

5. Set the run-scheduler configuration option to FALSE in the schedule section of the Genesys Info Mart Application object to temporarily stop Genesys Info Mart Server from launching ETL jobs.

6. If you are using Genesys-provided aggregation, stop the aggregation job from the Genesys Info Mart Administration Console.

7. Wait for any currently running jobs to finish. Use the Genesys Info Mart Administration Console to monitor the completion of the jobs.

Note: The aggregation job might take a long time to complete. If this is the case, proceed with the next step as soon as all other jobs finish.

8. Stop the Genesys Info Mart Server.

9. If your existing deployment uses a Genesys Info Mart Administration Console release earlier than 8.0.001.01, migrate the Genesys Info Mart Administration Console to release 8.0.001.01 or later. Genesys recommends that you use Genesys Info Mart Administration Console release 8.0.100.04 or later.

   To migrate the Genesys Info Mart Administration Console:

   1. On the Genesys Info Mart Administration Console host, use Start > Control Panel > Add/Remove Programs to uninstall the current Genesys Info Mart Administration Console IP.
   2. Run the setup to install the new Genesys Info Mart Administration Console IP. If the setup wizard does not start automatically, double-click the setup.exe file, which is located at the top level of the CD folder hierarchy.

10. Create a backup copy of your Info Mart database.

Installation Steps

1. Install the new Genesys Info Mart installation package:

• On a Microsoft Windows operating system, uninstall the current Genesys Info Mart installation package using the Windows Control Panel > Add/Remove Programs. Then run setup to install the new Genesys Info Mart installation package.

• On a UNIX operating system, run the new Genesys Info Mart installation script. When prompted, select the appropriate action to overwrite existing files (for example, Overwrite only the files contained in this package).

2. In the Release Note, review the "New in This Release" section for the release to which you are upgrading. Identify if any configuration option changes affect customizations that you may have made in your Genesys Info Mart deployment. If necessary, modify configuration settings in the Genesys Info Mart Application or other configuration objects, as required, to transfer custom settings for your deployment.

3. For each IDB from which Genesys Info Mart will extract ICON details, run the appropriate Genesys Info Mart�provided SQL scripts—located in the <GIM root>/sql_scripts/<dbms> folder—to add to each IDB the views and indexes that Genesys Info Mart requires.

   • For a Voice details IDB, use update_idb_for_gim.sql.
   • For a Multimedia details IDB, use update_idb_for_gim_mm.sql.
   • For a Configuration details or an Outbound Contact details IDB, use either update_idb_for_gim.sql or update_idb_for_gim_mm.sql.

   Note: If the scripts do not complete correctly, analyze the problem by referring to the log file, resolve any issues, and then run the update script again. If problems persist, or if for any reason you decide to terminate the migration process, run the update script from your pre-migration release of Genesys Info Mart.

4. (For Oracle users only) If you are upgrading to release 8.0.100.23 or later, grant execute permission for DBMS_LOCK procedures to the Info Mart database user. To do so, execute the following command:

   GRANT EXECUTE ON DBMS_LOCK to <Info Mart user>;

5. Start the Genesys Info Mart Server, and review the Genesys Info Mart log.

   • If you find log message 55-20152 ("GIM Server - current state is MIGRATION") or 55-20034 ("...database schema version...is not up to date..."), you must upgrade the Info Mart database schema. Continue with Step 6.
   • If you do not find log message 55-20152 or 55-20034, skip Step 6 and continue with Step 7.

   Note: Genesys recommends that you set an alarm condition for log event 55-20152.

6. If you need to update the Info Mart database schema, Genesys Info Mart Server will automatically be in the correct state to perform the migration.

   Warning! From this point onward, the Info Mart database should not be accessed by report queries or other scheduled activities, such as custom aggregation, until the migration job is complete. Doing otherwise would interfere with the migration process, which will be modifying database tables, views, and indexes.

   Update the Info Mart database by launching Job_MigrateGIM from the Genesys Info Mart Administration Console v8.0.001.01 or higher. To do so, perform the following steps:

   1. Open the Administration Console window.
   2. Select the Schedule tab.
   3. Click Run Job�.
   4. From the menu that opens, select Job_MigrateGIM.

   Allow this job to complete before continuing.

   Notes:

   • If Job_MigrateGIM does not complete successfully, do the following:

     1. Stop Genesys Info Mart Server.
     2. Restore the Genesys Info Mart database from the backup copy and then continue, starting from Step 5, above (restarting Genesys Info Mart Server).

   • If you attempt to run Job_MigrateGIM when you do not need to do so, Genesys Info Mart will silently ignore the command to launch the job.

7. Review the "New in This Release" section in Release Notes for the release to which you are upgrading, and make any changes to the database schema values that may require action as part of the migration process.

   For example, you may need to check the values of the IS_ONLINE column in the MEDIA_TYPE table to see whether all media types are correctly identified as online (real-time communication, such as chat) or offline (responses may be deferred, such as e-mail).

8. Set the run-scheduler configuration option to TRUE in the schedule section of the Genesys Info Mart Application object to resume the Genesys Info Mart Server schedule.

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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software.

• Genesys Info Mart 8.0 Release Advisory provides important information that applies to the entire Genesys Info Mart release.

• Genesys Info Mart 8.0 Deployment Guide includes installation procedures for the Genesys Info Mart Administration Console and Genesys Info Mart and acquaints you with their functions.

• Genesys Info Mart 8.0 Operations Guide provides information about the Genesys Info Mart jobs. The jobs extract, transform, and load (ETL) data, maintain the Info Mart database, and migrate the database schema as required. The guide also explains how to use the Genesys Info Mart Administration Console to monitor and administer the jobs and how to purge the Info Mart database.

• Genesys Info Mart 8.0 Reference Manual for your RDBMS acquaints you with the subject areas, tables, and fields that make up the Genesys Info Mart star schemas.

• Genesys Info Mart 8.0 User's Guide provides examples of common voice and multimedia interactions.

• The Genesys Info Mart section of the Framework 8.0 Combined Log Events Help provides detailed information on the log events associated with Genesys Info Mart.

If you encounter any issues with the deployment of this package, please contact Genesys Technical Support.

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