Deployment Procedure

Contents

Introduction

This deployment procedure applies for all 8.1.x releases of Genesys Interactive Insights (GI2) that are listed in the release table above.

Deployment Procedure

To deploy this installation package within a new environment, follow the instructions provided in the latest Genesys Interactive Insights 8.1 Deployment Guide.

To deploy the package within your existing 8.1.x GI2 environment, perform the following steps:

1. Create a backup of the BusinessObjects repository including the GI2 universe and reports. For example, export the universe and reports to a BIAR/LCMBIAR file.

2. Following the instructions in the Genesys Info Mart 8.1.x Deployment Procedure, upgrade your Info Mart database schema to the version that is associated with the appropriate Genesys Info Mart release. For each Reporting & Analytics Aggregates (RAA) 8.1.x release, the Reporting and Analytics Aggregates 8.1 Release Advisory lists the supported Genesys Info Mart releases that interoperate with RAA.

3. Check your version of BusinessObjects:

   • For releases 8.1.0 or 8.1.1, use BusinessObjects (BO) XI 3.1, and upgrade it to Service Pack 7 if this has not already been done. SAP BusinessObjects documentation provides upgrade instructions.
   • For release 8.1.3 or 8.1.4, use SAP BusinessObjects Business Intelligence Platform (BI) 4.1, and upgrade it to Service Pack 6 if this has not already been done. SAP BusinessObjects documentation provides upgrade instructions.

4. If your deployment uses PostgreSQL for the Info Mart database:

   1. Edit the file postgresql.prm, which is stored in one of the following locations:
      
      • Windows BO XI 3.1: <BO_INSTALLDIR>\BusinessObjects Enterprise 12.0\win32_x86\dataAccess\connectionServer\jdbc
      • Linux BO XI 3.1: <BO_INSTALLDIR>/bobje/enterprise120/linux_x86/dataAccess/connectionServer/jdbc
      • Windows BI 4.1: <BI_INSTALLDIR>\SAP BusinessObjects Enterprise XI 4.0\dataAccess\connectionServer\jdbc
      • Linux BI 4.1: <BI_INSTALLDIR>/sap_bobj/enterprise_xi40/dataAccess/connectionServer/jdbc
   2. Within postgresql.prm, replace or add the USER_INPUT_DATE_FORMAT parameter definition:
      from: <Parameter Name="USER_INPUT_DATE_FORMAT">{\d 'yyyy-mm-dd'}</Parameter>
      to: <Parameter Name="USER_INPUT_DATE_FORMAT">{\t\s 'yyyy-mm-dd HH:mm:ss'}</Parameter>
   3. Save the file and restart the BOE instance.

5. For releases 8.1.0 or 8.1.1 only, run the BusinessObjects Diagnostic Tool and address any issues that you encounter.

6. If a previous 8.1.4 release was installed, run the Central Management Console (CMC). Click Promotion Management, and if it exists, delete the Promotion Job named 8.1.4.

7. Reinstall GI2 from its installation package following the instructions in the Genesys Interactive Insights 8.1 Deployment Guide. For UNIX, deploy the installation package using the bash shell.

   Note: The GI2 universe and reports will be installed to the directory named for the release number (such as 8.1.4) within the BusinessObjects repository.

8. Check for errors:

   • For releases 8.1.0 or 8.1.1, check the log (deploy_unv_rep.log) for errors.
   • For release 8.1.3 or 8.1.4, check for errors using the Central Management Console (Promotion Management -> Promotions Jobs).

9. If the version of RAA provided with Genesys Info Mart is an older version than the RAA software provided with this version of GI2, you must deploy (into your Genesys Info Mart root) the version of RAA that is included with GI2. For more detailed information, see the Reporting and Analytics Aggregates Deployment Guide.

10. If your environment collects social media metrics, and you want to run the standard GI2 social media reports (Agent Interaction Hierarchy, Agent Social Engagement, and Social Engagement reports) without customization, run the make_gim_UDE_template_<dbms>.sql script (provided within the RAA installation package) if it has not been run already. Refer to "Configuring Social Media User Data" in the Genesys Interactive Insights 8.1 User's Guide for more information.

11. If you require localization, install the relevant Language Pack as follows:

    • For 8.1.106.02 (and later 8.1.1 releases):
      1. Execute the file: gi2_unv_rep_deploy_<lang>.sh or gi2_unv_rep_deploy_<lang>.bat
         where: <lang> is the language to be installed, such as FRA or FRC.
         
      2. Log in to Central Management Console (CMC) as an administrator, select Preferences, and change both Preferred viewing locale and Product locale to Use browser locale.
      3. Log in to InfoView as an administrator, select Preferences, and change Product locale to Use browser locale.
         Reports are now displayed in the Locale language specified for your browser.
    • For all other releases, refer to the Genesys Interactive Insights 8.x Deployment Guide for information about localization.

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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software. Please consult the Genesys Interactive Insights 8.1 Deployment Guide first.

• Genesys Interactive Insights Deployment Guide describes how to install GI2 and silently install SAP BusinessObjects software on Windows and UNIX platforms.

• Genesys Migration Guide provides documented migration strategies for Genesys product releases, including GI2.

• Genesys Interactive Insights User�s Guide describes how to customize the GI2 universe and reports to perform extended functions.

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

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