Genesys Agent Scripting 8.1 Deployment Guide

Genesys Agent Scripting 8.1
Deployment Guide
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Document Version: 81as_dep_08-2014_v8.1.203.00
Table of Contents
List of
Procedures
................................................................................................................... 7
Preface
................................................................................................................... 9
About Genesys Agent Scripting................................................................. 9
Intended Audience................................................................................... 10
Making Comments on This Document .................................................... 10
Contacting Genesys Technical Support................................................... 10
Document Change History ...................................................................... 11
Chapter 1
Overview of Genesys Agent Scripting ............................................... 13
What are Business Process Scripts? ...................................................... 13
Genesys Agent Scripting Architecture..................................................... 14
Genesys Agent Scripting Components.................................................... 15
The Genesys Agent Scripting Development Environment.................. 15
The Runtime Engine ........................................................................... 15
Collaboration Mode............................................................................. 16
New in This Release................................................................................ 16
Chapter 2
System Requirements.......................................................................... 19
Requirements and Supported Software .................................................. 19
Requirements Overview ..................................................................... 19
Supported Software ............................................................................ 21
Migration of Database Interfaces that Use Stored Procedures ............... 22
Defining Specific Parameters ............................................................. 22
Special Considerations for Oracle Databases .................................... 23
Chapter 3
Installing Genesys Agent Scripting .................................................... 25
Installing Genesys Agent Scripting.......................................................... 25
Deploying Genesys Agent Scripting with HTTPS Connection Support ... 27
Configuring the HTTPS Connection for a Standalone Tomcat Setup
(JSSE Implementation)................................................................... 27
Deployment Guide
3
Table of Contents
Configuring the HTTPS Connection for Apache with Tomcat Setup
(OpenSSL Implementation) ............................................................ 28
Chapter 4
Installing Supporting Applications ..................................................... 31
Preparing to Install................................................................................... 31
Database Drivers..................................................................................... 31
MS SQL 32 and 64 bit Databases ...................................................... 32
Oracle Databases ............................................................................... 32
MySQL Databases.............................................................................. 32
IBM DB2 Databases ........................................................................... 32
JDBC Databases ................................................................................ 32
Installing Microsoft Visio 2003 Professional ............................................ 33
Preparing to Compile and Run Scripts: ASP ........................................... 33
Preparing to Compile and Run Scripts: JSP............................................ 34
Microsoft IIS Collaboration Server ...................................................... 34
Apache Tomcat or WebSphere Collaboration Server ......................... 35
Installing Supporting Applications for JSP............................................... 35
Installing the Java 2 Enterprise Edition SDK ...................................... 35
Installing Apache Tomcat .................................................................... 36
Installing IBM WebSphere 5.1 or 6.0 Application Server .................... 37
Installing MySQL for JSP Collaboration Mode.................................... 37
Creating and Setting Up a MySQL Database ..................................... 38
Chapter 5
Installing Genesys Agent Scripting for Use with
Genesys Agent Interaction Layer ................................................. 41
Agent Desktop Integration with Genesys Agent Scripting ....................... 41
Genesys Agent Scripting Server ............................................................. 50
Genesys Agent Scripting Project Book.................................................... 50
T-Server Configuration ............................................................................ 51
Chapter 6
Using Genesys Agent Scripting in Collaboration Mode ................... 53
Preparing for the Conversion................................................................... 53
Converting a Project Book to
Collaboration Mode............................................................................. 55
Creating a Folder for the Collaboration Server ................................... 55
Starting the Web Server...................................................................... 56
Starting Genesys Agent Scripting ....................................................... 56
Converting the Project Book ............................................................... 57
Using a WebSphere Application Server for the Collaboration Server. 64
Managing Users and Project Books ........................................................ 69
Lock Exclusive/Unlock Exclusive ........................................................ 70
4
Genesys Agent Scripting 8.1
Table of Contents
Check In.............................................................................................. 72
Check Out........................................................................................... 73
Apply Updates .................................................................................... 74
Build Project Book .............................................................................. 74
Scan for Errors.................................................................................... 75
Administrate........................................................................................ 76
Using Genesys Agent Scripting Collaboration Administration................. 76
Login Screen....................................................................................... 77
Home Screen ...................................................................................... 77
Setting Up and Managing Users (Update Users) ............................... 79
Setting Up and Managing Project Books (Update Servers)................ 85
Chapter 7
Load Balancing and Failover............................................................... 89
Load Balancing........................................................................................ 89
Architecture ............................................................................................. 90
Single Apache Server Load Balancing ............................................... 90
Multiple Apache Server Load Balancing ............................................. 90
Configuration ........................................................................................... 92
Configuring Load Balancing for a Single Apache HTTP Server ......... 92
Configuring Load Balancing for Multiple Apache Servers .................. 97
Configuring the Genesys Agent Scripting Studio.............................. 100
Failover.................................................................................................. 100
Advanced Tunning................................................................................. 101
Configuring Apache Capacity ........................................................... 101
Appendix
Genesys Integration with the ASPX Platform .................................. 103
Supplements
Related Documentation Resources ................................................... 105
Document Conventions ...................................................................... 107
Index
Deployment Guide
............................................................................................................... 109
5
Table of Contents
6
Genesys Agent Scripting 8.1
List of Procedures
Install Genesys Agent Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Configure Tomcat for HTTPS Connection . . . . . . . . . . . . . . . . . . . . . . . 28
Configure Apache HTTPD for HTTPS Connection. . . . . . . . . . . . . . . . . 28
Deploy Applications Under Tomcat . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Improving Genesys Agent Scripting Web Application Performance. . . . 37
Create and Set up a MySQL Database . . . . . . . . . . . . . . . . . . . . . . . . . 38
Install the MySQL Connector/J Driver . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Integrate Genesys Agent Desktop (v7.6 or higher) with Genesys
Agent Scripting using Genesys Agent Interaction Layer . . . . . . . . . 42
Installing the Interaction Workspace Plug-in
for Genesys Agent Scripting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Enable the Role Privilege . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Deploying Assignment Rules to Interaction Workspace. . . . . . . . . . . . . 46
Installing the Interaction Workspace plug-in for Genesys Agent
Scripting, Simple Install Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Installing the Interaction Workspace plug-in for Genesys Agent
Scripting, Click-Once Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Creating the Genesys Application for Genesys Agent Scripting . . . . . . 49
Configuring Genesys Configuration Server for Outbound Operations . . 49
Creating Agent Scripts that operate in the “Genesys Integrated”
mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Verifying the correct T-Server configuration for interaction data
transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Back Up a Project Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Copy the Connection String File for the JSP
Collaboration Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Start Genesys Agent Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Convert a Project Book to Collaboration mode. . . . . . . . . . . . . . . . . . . . 57
Use a WebSphere Application Server for the Collaboration Server . . . . 64
Converting a Project Book to Collaboration Mode using WebSphere f
or the Collaboration Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Deployment Guide
7
List of Procedures
Adding Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Updating Users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Changing the Lock Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Unlocking the Project Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Prepare the Genesys Agent Scripting Tomcat Server . . . . . . . . . . . . . . 92
Configure the Apache HTTP Server using the mod_proxy module . . . . 92
Configure the Apache HTTP Server using the mod_jk module . . . . . . . 93
Deploy multiple project books using the mod_proxy module . . . . . . . . . 95
Compile and assign the Genesys Agent Scripting Script . . . . . . . . . . . . 96
Configure the Apache server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Configure the Apache HTTP TOP Server using the mod_proxy
module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Compile and assign the Genesys Agent Scripting Script . . . . . . . . . . . 100
Enable Faster Runtime Execution . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
8
Genesys Agent Scripting 8.1
Preface
Welcome to the Genesys Agent Scripting 8.1 Deployment Guide. This guide
describes system requirements, installation of the Genesys Agent Scripting
application, installation of supporting applications, and Genesys Agent
Scripting Collaboration mode.
This document is valid for the 8.1 release(s) of this product.
Note: For versions of this document created for other releases of this
product, visit the Genesys Documentation website, or request the
Documentation Library DVD, which you can order by e-mail from
Genesys Order Management at orderman@genesys.com.
This preface contains the following sections:
About Genesys Agent Scripting, page 9
Intended Audience, page 10
Making Comments on This Document, page 10
Contacting Genesys Technical Support, page 10
Document Change History, page 11





For information about related resources and about the conventions that are
used in this document, see the supplementary material starting on page 105.
About Genesys Agent Scripting
Genesys Agent Scripting is a customization solution available with Genesys
Inbound Voice and Genesys Outbound Voice, a development tool that enables
you to create and maintain browser-based web applications called “business
process scripts.” A business process script guides agents through an effective
customer interaction flow and helps them complete a structured business
process.
The Genesys Agent Scripting web application provides many benefits. It
ensures the quality of the interaction, adds structure and clarity to the
definition of the process, integrates data access and data entry capabilities,
maximizes the probability of success, and minimizes the training required by
Deployment Guide
9
Preface
Intended Audience
the agent. Genesys Agent Scripting assists in constructing the interfaces to
other back office systems.
Intended Audience
This guide is primarily intended for system administrators or Genesys Agent
Scripting web application developers. It is also intended for contact center
agents who will install and use Genesys Agent Scripting. The guide assumes
that you have a basic understanding of:
•
CTI concepts, processes, terminology, and applications.
•
Network design and operation.
•
Your own network configurations.
•
You should also be familiar with:
Scripting using Active Server Pages (ASPs) or Java Server Pages
(JSPs).
Apache Tomcat 5.0 or 6.0; or Microsoft IIS 6.0, 7.0 or 7.5 web servers.
HTML editing.



Making Comments on This Document
If you especially like or dislike anything about this document, feel free to
e-mail your comments to Techpubs.webadmin@genesys.com.
You can comment on what you regard as specific errors or omissions, and on
the accuracy, organization, subject matter, or completeness of this document.
Please limit your comments to the scope of this document only and to the way
in which the information is presented. Contact your Genesys Account
Representative or Genesys Technical Support if you have suggestions about
the product itself.
When you send us comments, you grant Genesys a nonexclusive right to use or
distribute your comments in any way it believes appropriate, without incurring
any obligation to you.
Contacting Genesys Technical Support
If you have purchased support directly from Genesys, please contact Genesys
Customer Care.
Before contacting technical support, please refer to the Genesys Customer
Care Program Guide.
10
Genesys Agent Scripting 8.1
Preface
Document Change History
Document Change History
This section lists topics that are new or that have changed significantly since
the first release of this document.
Changes to GAS 8.1.2
•
Added Chapter 7, “Load Balancing and Failover,” on page 89.
Changes to GAS 8.1.1
•
“Agent Scripts” were renamed “Business Process Scripts” and the “Editor”
was renamed the “Genesys Agent Scripting development environment”
throughout the documentation.
•
Added 4 bullet points to explain Figure 1, “Structure of typical Genesys
Agent Scripting setup,” on page 14.
•
Updated and revised the section “Requirements and Supported Software”
on page 19 in Chapter 2.
•
Added the section “Database Drivers” on page 31 in Chapter 4.
•
Added the procedure “Enable the Role Privilege” on page 45 in Chapter 5.
Changes to GAS 8.1.0
•
Product was updated from version 7.2 to 8.1.0; a process that involved
screen shot and textual changes throughout.
•
Chapter 2, System Requirements
Numerous changes to software both supported and required, as
third-party versions were upgraded.

•
Chapter 5, Installing Genesys Agent Scripting for Use with Genesys Agent
Interaction Layer
Added the new section “Agent Desktop Integration with Genesys
Agent Scripting” on page 41, which includes these procedures:
“Integrate Genesys Agent Desktop (v7.6 or higher) with Genesys
Agent Scripting using Genesys Agent Interaction Layer” on
page 42.
“Installing the Interaction Workspace Plug-in for Genesys Agent
Scripting” on page 44.
“Deploying Assignment Rules to Interaction Workspace” on
page 46.
“Installing the Interaction Workspace plug-in for Genesys Agent
Scripting, Simple Install Method” on page 46.
“Installing the Interaction Workspace plug-in for Genesys Agent
Scripting, Click-Once Method” on page 47.






Deployment Guide
11
Preface
Document Change History

12
“Localizing the Interaction Workspace plug-in for Genesys Agent
Scripting” on page 48.
Genesys Agent Scripting 8.1
Chapter
1
Overview of Genesys Agent
Scripting
Genesys Agent Scripting is a development tool that enables you to create and
maintain browser-based web applications called “Business process scripts.”
This chapter contains the following sections:
What are Business Process Scripts?, page 13
Genesys Agent Scripting Architecture, page 14
Genesys Agent Scripting Components, page 15
New in This Release, page 16




What are Business Process Scripts?
An Business process script guides contact center agents through an interaction
with a contact and helps them complete a structured business process. Typical
business processes include filling out an application, identifying the right type
of expert contact to handle an inquiry, troubleshooting a system, and so on.
The Business process script enables a contact center agent to work with the
contact to complete a task. The script provides text (such as well-pointed
questions) and data that help the agent deliver a consistently high level of
service to the contact.
In addition to providing a simple linear flow of script text and related controls,
a Genesys agent script can react dynamically to information from a customer.
This means that, using Genesys Agent Scripting, you can design a script to
handle normal variations in a structured business process. As necessary, the
script can respond dynamically to the answers to scripted questions.
Depending on the feedback, the flow of the script may change from one course
to another. If the default flow is not correct for the contact's circumstances, the
script may adjust by displaying a different page of text to the agent.
Deployment Guide
13
Chapter 1: Overview of Genesys Agent Scripting
Genesys Agent Scripting Architecture
Business process scripts provide many benefits. A script ensures the quality of
the interaction, adds structure and clarity to the definition of the process,
integrates data access and data entry capabilities, maximizes the probability of
success, and minimizes the training required by the agent. Genesys Agent
Scripting assists in constructing the interfaces to other back office systems.
Genesys Agent Scripting Architecture
Web Server
Agent Desktop
Web Server
Genesys
Collaboration Server
Genesys Agent
Scripting
web application
Database
Database
Genesys Servers
Genesys Agent Scripting
development environment
Figure 1: Structure of typical Genesys Agent Scripting setup
Figure 1 illustrates the typical structure of a Genesys Agent Scripting
installation.
14
•
Business Process Scripts (Genesys Agent Scripting web applications) are
created in Genesys Agent Scripting development environment and then
deployed to a web server such as Apache Tomcat, Microsoft IS, or IBM
Application WebSphere.
•
Genesys Agent Scripting web applications are accessible to the Agent
Desktops via a web browser for stand-alone applications, or they can be
integrated into Genesys Agent Desktop or Interaction Workspace.
•
Business Process Scripts can benefit from the integration of Genesys
Servers; they also open interfaces with other services to create custom
solutions.
•
Genesys Collaboration Server can be used to secure development process
by multiple users and development groups.
Genesys Agent Scripting 8.1
Chapter 1: Overview of Genesys Agent Scripting
Genesys Agent Scripting Components
For details on supported environment software, see “Requirements and
Supported Software” on page 19.
Genesys Agent Scripting Components
This section describes the components that make up the Genesys Agent
Scripting application.
The Genesys Agent Scripting Development Environment
The Genesys Agent Scripting Development Environment is a Windows-based,
call-flow designer that developers use to write and edit complex business
process scripts.
It provides two design modes:
•
Graphical requires the installation of Microsoft Visio (2003, 2007, or
2010) software. This design mode employs customized flowchart elements
to create, edit, or display the individual components of a call flow.
•
Tree-Structured is the default design mode if you do not install Microsoft
Visio 2003 Professional. This design mode employs a standard tree
structure to create, edit, or display pages, streams, process flows, and
projects.
Genesys Agent Scripting contains a compiler that developers use to compile
their newly created business process scripts and generate source files. The
source files are one of the following types:
•
Active Server Page (ASP) or ASP.NET (ASPX) based on .Net Framework
1.1 & 2.0 that run on a Microsoft IIS 5.0, 6.0, 7.0 & 7.5 server.
•
Java Server Page (JSP) source files that run on an Apache Tomcat 5.0 or
6.0 server, or on the IBM WebSphere Application Server, version 5.1 or
6.0.
The Genesys Agent Scripting Development Environment provides two
code-generation modes:
•
Incremental (generates only what has changed since the last compile)
•
Full (compiles all elements)
Developers can use the Simulate action in the Genesys Agent Scripting
Development Environment to start an Internet Explorer browser, and test
scripts before actual deployment.
The Runtime Engine
The runtime engine provides agents access to the developed business process
scripts, which reside on a web server and which the agent accesses and uses
through a web browser.
Deployment Guide
15
Chapter 1: Overview of Genesys Agent Scripting
New in This Release
The agent carries out an interaction with a customer. The runtime engine
provides:
•
An intuitive display within the web browser.
•
Automatic and transparent business process script updates.
•
Data-entry validation.
•
Navigation capabilities for the agent.
These features facilitate the agent’s use of the designed business process script
and guide the agent to a smooth interaction with the customer.
Collaboration Mode
Collaboration mode allows you to: convert Project Books to a multi-user
format; check in and check out files; lock and unlock Project Books; and
access the administration function to manage users and servers (for system
administrators only).
The following functions are available in Collaboration mode:
•
Conversion of Project Books for multiple users
•
A Collaboration Check In / Check Out feature to manage multiple-user
Project Books
•
Login with password protection for system-administrator access to
Collaboration Administration
•
The ability to add, delete, activate, or deactivate user accounts and to
update user information
•
The ability to lock and unlock multiple-user Project Books and to change
the Lock mode
In many cases, it may be necessary for several developers to combine their
efforts, or collaborate, on a large design/development project. After
conversion to Collaboration mode, the Project Book remains in this mode. It
cannot be restored to a single user mode.
New in This Release
Release 8.1.2
Release 8.1.1
16
This section describes the new features in Genesys Agent Scripting release
8.1.2:
•
Support for Load Balancing.
•
Support for Failover.
8.1.1 is a Maintenance Release of Genesys Agent Scripting that improves
existing software functionality and documentation, including:
•
Support for the Role privilege.
•
Support for Microsoft Visio 2007 and 2010.
Genesys Agent Scripting 8.1
Chapter 1: Overview of Genesys Agent Scripting
•
Release 8.1.0
Deployment Guide
New in This Release
Branding to reflect Genesys’s 2012 status as an independent company.
This section describes the new features in Genesys Agent Scripting release
8.1.0.
•
Genesys Agent Scripting now integrates with Interaction Workspace, using
the Interaction Workspace Plug-in for Genesys Agent Scripting.
•
Genesys Agent Scripting has a compliant look and feel with the Genesys
8.x software suite.
•
You can deploy for Interaction Workspace or Genesys Agent Desktop, on
the Deployment Settings Tab of the Process Flow Assignment Rules dialog
box. Press F1 to view the corresponding help topic, for details.
•
When a business process script that supports the Mark Done feature is
running under Interaction Workspace, the Mark Done button is hidden in
the Interaction Window of Interaction Workspace.
•
Opening a GAS 7.2 script with the 8.1 Genesys Agent Scripting
Development Environment automatically migrates it to Genesys Agent
Scripting 8.1.
•
The new default Stylesheet for business process scripts that you create in
Genesys Agent Scripting 8.1 can also be applied to imported business
process scripts.
17
Chapter 1: Overview of Genesys Agent Scripting
18
New in This Release
Genesys Agent Scripting 8.1
Chapter
2
System Requirements
This chapter outlines the software requirements for the Genesys Agent
Scripting 8.1 application.
This chapter contains the following sections:
Requirements and Supported Software, page 19
Migration of Database Interfaces that Use Stored Procedures, page 22


Requirements and Supported Software
Review the operating system and software requirements for running the
Genesys Agent Scripting in this section before installing Genesys Agent
Scripting.
Requirements Overview
This section describes deployment types and options of Genesys Agent
Scripting.
Business Process Scripts visualization
The Genesys Agent Scripting development environment supports graphical
visualization of Process Flows and Stream Flows of Business Process Scripts.
To use this feature, you must install Microsoft Visio on the same machine as
Genesys Agent Scripting.
Standalone Application
To deploy and run any standalone Genesys Agent Scripting web application
developed in the Genesys Agent Scripting development environment requires:
Deployment Guide
19
Chapter 2: System Requirements
Requirements and Supported Software
•
Genesys Agent Scripting Server
•
A web browser
Integration with Genesys Environment
Genesys Agent Scripting web application integration with Genesys
environment requires integration layer to communicate with Genesys servers.
•
The Genesys Agent Scripting web application requires Genesys Agent
Scripting Server and a web browser.
•
Genesys environment integration in your project requires the Genesys
Agent Interaction Toolkit enables.
•
The Java-based server platform requires additional libraries, which are
included in Genesys Agent Scripting.
•
For the Microsoft IIS platform, use Genesys Integration Server and Agent
Interaction
Note: Genesys Environment integration based on Microsoft IIS is
supported only for the ASPX platform.
Agent Desktop customization for Genesys environment integration is available
for Genesys Agent Desktop and Interaction Workspace. Genesys Agent
Desktop is customized with a customization servlet included with Genesys
Agent Scripting. Interaction Workspace is customized by the Interaction
Workspace Plug-in For Genesys Agent Scripting. As with most Genesys
products, Genesys Agent Scripting web application requires Application
configuration on Genesys Configuration Server. To complete integration of
your Business Process Scripts, you must set Assignment Rules for your Agent
Desktop.
Genesys Collaboration Server
Collaboration Mode supports multiple users and development groups on the
Genesys Agent Scripting development environment. This feature requires
Genesys Collaboration Server and database server.
Load Balancing and Failover
The load balancing and failover feature requires Apache HTTP server 2.x with
the mod_proxy or the mod_jk modules configured.
Note: Load balancing and failover is supported for Tomcat deployment only.
20
Genesys Agent Scripting 8.1
Chapter 2: System Requirements
Requirements and Supported Software
Supported Software
Genesys Agent Scripting Development Environment OS Support
•
Windows x86 (32-bit): 2003, 2008, Vista, Windows 7, 8, 8.1
•
Windows x64 (32-bit): 2003, 2008, 2012, Vista, Windows 7, 8, 8.1
Graphical Design Software
•
Microsoft Visio 2003, 2007 and 2010. Visio is required only for graphical
design mode, showing Process and Stream Flow diagrams within the
Genesys Agent Scripting Development Environment.
Version Control Server Databases Support
•
10g Release 1, 10g Release 2, 11g, 11g RAC.
•
Microsoft SQL Server 2005, 2008.
•
MySQL 4 or higher
•
DB2 8.1, 8.2
Genesys Agent Scripting Server OS Support
•
Red Hat Enterprise Linux (32 & 64-bit): 4.0, 5.0, 6.0, 7.0
•
Windows x86 (32-bit): 2003, 2008, Vista, Windows 7, 8, 8.1
•
Windows x64 (32-bit): 2003, 2008, 2012, Vista, Windows 7, 8, 8.1
•
Windows x64 (64-bit): 2003, 2008, 2012, Windows 7, 8, 8.1
Genesys Agent Scripting Web Server Support
•
Tomcat 5.0, 6.0, 7.0
•
IIS 6.0, 7.0, 7.5, 8.0, 8.5
•
IBM WebSphere Application Server 5.1, 6.0
•
Apache HTTP 2.x
Genesys Agent Scripting Server Databases Support
•
10g Release 1, 10g Release 2, 11g, 11g RAC.
•
Microsoft SQL Server 2005, 2008
•
DB2 8.1, 8.2
Java SDK Frameworks Support
•
Deployment Guide
Java SDK 1.4.2, 1.5, 1.6
21
Chapter 2: System Requirements
Migration of Database Interfaces that Use Stored Procedures
Genesys Agent Scripting Client Browsers Support
•
Microsoft Internet Explorer 6, 7, 8, 9, 10, 11
•
Citrix, XenApp 4.0, 4.5, 5.0, 6.0
Genesys Agent Desktop Client OS Support
•
Windows x86: Vista, Windows 7, 8, 8.1
•
Windows x64: Vista, Windows 7, 8, 8.1
Interaction Workspace Plug-in for Genesys Agent Scripting OS Support
•
Windows x86 (32-bit): 2003, 2008, Vista, Windows 7, 8, 8.1
•
Windows x64 (32-bit): 2003, 2008, 2012, Vista, Windows 7, 8, 8.1
Migration of Database Interfaces that Use
Stored Procedures
Note: The information in this section applies only to Project Books
containing Database Interfaces that use Stored Procedures from
Releases 7.0 and 7.0.1. It also assumes that you are upgrading to 7.2
or higher.
After migrating a project book to the new version of Genesys Agent Scripting,
some special considerations exist.
If the project book contains the Database Interface for Stored Procedures, you
will need to perform some manual changes, using the Genesys Agent Scripting
Development Environment. This section explains how to make these changes.
Genesys Agent Scripting 7.2 and higher supports output parameters and return
values for Stored Procedures.
Defining Specific Parameters
To support this feature, you must define the Stored Procedures parameters that
have the following directions and SQL Types.
Directions:




22
Input
Output
Input/Output
Return Value
Genesys Agent Scripting 8.1
Chapter 2: System Requirements
Migration of Database Interfaces that Use Stored Procedures
SQL Types:












INTEGER
FLOAT
VARCHAR
DATE
TIMESTAMP
CURSOR
REAL
SMALLINT
BIGINT
DOUBLE
DECIMAL
TIME
For existing project books that contain Stored Procedures parameters, Genesys
Agent Scripting automatically migrates the parameter definitions. It defines
them with a direction of Input and a SQL Type of VARCHAR. This automatic
migration might cause a discrepancy of types during runtime if the input
parameter is not supposed to be of the type VARCHAR. Therefore, we recommend
that you check all of the parameter definitions for all of the Database
Interfaces.
Special Considerations for Oracle Databases
Genesys Agent Scripting 7.2 and higher performs additional migration of all
parameter definitions for the Oracle Database. In previous versions of Genesys
Agent Scripting, a Stored Procedure Database Interface could only call Stored
Procedures that contained output parameters that matched the columns defined
in the Database Interface. The call to the Stored Procedure would result in data
being returned in these columns. The columns are mapped to the Table Field
defined in the Database Interface. The result was the return of one table row.
This restricted the stored procedure from returning multiple rows for a table.
This restriction was the result of the Oracle Database forcing all outputs from a
stored procedure to be returned as output parameters, including SQL query
results.
Now, with the support of CURSOR output parameters, Genesys Agent Scripting is
no longer forced to treat the defined columns as output parameters. The
migration of Database Interfaces now results in defining new Output
parameters of the type VARCHAR. This parameter applies to each of the defined
columns whose output values are mapped to the Table Fields previously
associated with the columns.
The execution of the migrated Database Interface results in the associated
fields being updated with the values from each output parameter. However, it
does not force the defined Table Field associated with these fields to be
updated. So, you must perform manual changes to force the Table Field to be
reloaded. Or, you can change the Stored Procedure to remove the output
parameter for each column, and to define an output parameter of the SQL Type
Deployment Guide
23
Chapter 2: System Requirements
Migration of Database Interfaces that Use Stored Procedures
CURSOR. This will save the results of a SQL query into the Table Field defined
for the Database Interface.
24
Genesys Agent Scripting 8.1
Chapter
3
Installing Genesys Agent
Scripting
This chapter describes how to install the Genesys Agent Scripting application.
This chapter contains the following sections:
Installing Genesys Agent Scripting, page 25
Deploying Genesys Agent Scripting with HTTPS Connection Support,
page 27


Installing Genesys Agent Scripting
The Genesys Agent Scripting installation process uses an InstallShield Wizard.
If you have a previously installed version of Genesys Agent Scripting on your
computer, this version must be uninstalled before proceeding with the
installation of the current version.
Your Existing Scripts Are Safe
You can relax: uninstalling Genesys Agent Scripting 7.2 will not destroy your
business process scripts. They are preserved. As an added measure of safety,
you may wish to copy some or all of those scripts to a different directory. Do
your scripts have unique names? Backing up crucial data before a
reconfiguration is always a good idea.
Genesys Agent Scripting also preserves the paths to your projects during the
installation.
If you use Collaboration mode, refer to Chapter 6, “Using Genesys Agent
Scripting in Collaboration Mode,” on page 53 for information about handling
and converting project books.
Deployment Guide
25
Chapter 3: Installing Genesys Agent Scripting
Installing Genesys Agent Scripting
Procedure:
Install Genesys Agent Scripting
Start of procedure
1. Insert the CD into the CD drive.
The CD should begin the installation automatically. If it doesn’t start, go to
the CD drive from Windows Explorer and double-click setup.exe.
The Checking Operating System Version screen displays a progress bar
appears while the system prepares for installation.
2. At the Welcome to the Installation of Genesys Agent Scripting screen,
click Next to continue.
Note: At any point in the install, you may quit by clicking Cancel or the
X in the upper-right corner of any screen. At the Confirm Quit
screen that appears, click Yes to confirm cancellation, or click No
and then click Next to continue the installation.
3. At the Choose Destination Location screen, click the Default button to
approve the default installation directory C:\Program Files\GCTI\Genesys
Agent Scripting\ or click the Browse... button to select or create a new
directory.
Note: Genesys recommends using the default directory. Instructions later
in the guide assume that Genesys Agent Scripting is installed in
the default directory.
4. Click Next to continue with the installation.
The Ready to Install screen appears. The Wizard is ready to install the
Genesys Agent Scripting application.
5. Click the Install button to start the installation process and to open the
Installation Status screen.
This screen displays installation status. When the application has finished
installing, the Installation Complete screen appears.
6. Click Finish to close the wizard.
Genesys Agent Scripting is installed.
End of procedure.
26
Genesys Agent Scripting 8.1
Chapter 3: Installing Genesys Agent Scripting
Deploying Genesys Agent Scripting with HTTPS Connection Support
Next Steps
•
To run Genesys Agent Scripting, select Start > Programs > Genesys
Solutions > Genesys Agent Scripting > Start Agent Scripting from the
main taskbar.
•
Genesys Agent Scripting contains a Help system that provides reference
information on all the elements of the graphical user interface (GUI). Once
you have started the Genesys Agent Scripting application, access the Help
system in one of the following ways:
Press F1.
Select Help > Genesys Agent Scripting Help.


Help information is organized in a structure similar to the menu structure
within Genesys Agent Scripting.
Deploying Genesys Agent Scripting with
HTTPS Connection Support
Genesys Agent Scripting supports HTTPS for the connection between the
Agent Desktop and the Genesys Agent Scripting web server. HTTPS is the
communication protocol for secure encrypted communication. Security
certificates are used to encrypt and ensure authenticity of communication
during HTTPS connection. The client must trust the security certificated to
allow secure communication with the website.
Configuring the HTTPS Connection for a Standalone Tomcat
Setup (JSSE Implementation)
To generate a self-signed certificate with the Java tool, execute the following
command and instructions:
<JAVA_HOME>\bin\keytool -genkey -alias tomcat -keyalg RSA -keystore
<KEYSTORE_LOCATION>\keystore
Note: Use the Genesys Agent Scripting server fully qualified domain name
as the Common Name when creating the certificate.
Deployment Guide
27
Chapter 3: Installing Genesys Agent Scripting
Deploying Genesys Agent Scripting with HTTPS Connection Support
Procedure:
Configure Tomcat for HTTPS Connection
Start of procedure
1. Configure Tomcat's connector in the <TOMCAT>/conf/server.xml file:
<Connector port="443"
protocol="org.apache.coyote.http11.Http11Protocol"
keystoreFile="<KEYSTORE_LOCATION>\keystore"
keystorePass="<KEYSTORE_PASSWORD>"
maxThreads="150" SSLEnabled="true" scheme="https" secure="true"
clientAuth="false" sslProtocol="TLS" />
2. Configure the path to truststore in Java option (add the following line to
top of <TOMCAT>\bin\catalina.bat file):
set JAVA_OPTS=%JAVA_OPTS%
-Djavax.net.ssl.trustStore="<KEYSTORE_LOCATION>\keystore"
-Djavax.net.ssl.trustStorePassword="<KEYSTORE_PASSWORD>"
End of procedure
Configuring the HTTPS Connection for Apache with Tomcat
Setup (OpenSSL Implementation)
The following example shows a self-signed certificate generated with the
Apache openssl tool:
<APACHE>/bin/openssl req -x509 -nodes -days 365 -newkey rsa:2048
-keyout "<APACHE>/conf/server.key" -out "<APACHE>/conf/server.crt"
-config "<APACHE>/conf/openssl.cnf"
Note: Use the Genesys Agent Scripting server fully qualified domain name
as the Common Name when creating the certificate.
Procedure:
Configure Apache HTTPD for HTTPS Connection
Start of procedure
1. Uncomment the include conf/httpd-ssl.conf line in the
<APACHE>/conf/httpd.conf file.
2. Modify the httpd-ssl.conf file:
a. Set the path to the certificate: SSLCertificateFile
"<APACHE>/conf/server.crt"
28
Genesys Agent Scripting 8.1
Chapter 3: Installing Genesys Agent Scripting
Deploying Genesys Agent Scripting with HTTPS Connection Support
b. Set the path to the key: SSLCertificateKeyFile
"<APACHE>/conf/server.key"
3. Import the Apache HTTPD's certificate to JVM execute and follow the
instruction:
"<JAVA_HOME>\bin\keytool" -import -alias apache_httpd -file
"<APACHE>\conf\server.crt" -keystore
"<JAVA_HOME>\jre\lib\security\cacerts"
End of procedure
Note:
Deployment Guide
When using the Tomcat node in a setup with Apache HTTPD , set the
Target URL and the XMLServerURL to point into the Apache
HTTPD HTTPS resource.
29
Chapter 3: Installing Genesys Agent Scripting
30
Deploying Genesys Agent Scripting with HTTPS Connection Support
Genesys Agent Scripting 8.1
Chapter
4
Installing Supporting
Applications
This chapter describes how to install the supporting applications that Genesys
Agent Scripting needs to run properly.
This chapter contains the following sections:
Preparing to Install, page 31
Database Drivers, page 31
Installing Microsoft Visio 2003 Professional, page 33
Preparing to Compile and Run Scripts: ASP, page 33
Preparing to Compile and Run Scripts: JSP, page 34
Installing Supporting Applications for JSP, page 35






Preparing to Install
Genesys Agent Scripting requires the presence of certain supporting
applications to ensure smooth operation of all of its features and functions. The
type of environment you will be using and the level of functionality you
require from Genesys Agent Scripting determine which supporting
applications you must install, as well as other configuration changes that may
be required.
For system administrators wishing to use a Genesys Agent Scripting JSP
Collaboration Server, additional software installations are required. See
“Apache Tomcat or WebSphere Collaboration Server” on page 35 for details.
Database Drivers
You must install the corresponding database driver for your database platform.
Deployment Guide
31
Chapter 4: Installing Supporting Applications
Database Drivers
MS SQL 32 and 64 bit Databases
•
Obtain the Java platform driver from this web page:
http://www.microsoft.com/download/en/details.aspx?displaylang=en&id=11774
•
Obtain the .NET platform driver by installing .NET framework 2.0, 3.0,
3.5 or 4.0.
Oracle Databases
•
Obtain the Java platforms 32 and 64 bit drivers from this web page:
http://www.oracle.com/technetwork/database/features/jdbc/index-0912
64.html
or find the driver in your database installation path, for example:
path_to_oracle_DB\product\version_of_oracle\dbhome_1\jdbc\lib
folder
•
Obtain the .NET platform 32 bit driver from this web page:
http://www.oracle.com/technetwork/topics/dotnet/utilsoft-086879.html
•
Obtain the .NET platform 64 bit driver from this web page:
http://www.oracle.com/technetwork/database/windows/downloads/index090165.html
MySQL Databases
•
Obtain the MySQL on Java and .NET platforms drivers from this web
page:
http://www.mysql.com/products/connector/
IBM DB2 Databases
•
Obtain the Java platform driver from this web page:
http://www-01.ibm.com/support/docview.wss?uid=swg21363866
•
Obtain the .NET platform driver from this web page:
http://www-01.ibm.com/support/docview.wss?uid=swg21418043
JDBC Databases
•
32
For the JDBC drivers, be certain that the corresponding *.jar file is in the
TOMCAT_HOME/lib folder (the exact location depends on the installed
Tomcat version), or any location that is accessible to the Java Web Server
that is running the generated Agent Scripting Web application.
Genesys Agent Scripting 8.1
Chapter 4: Installing Supporting Applications
Installing Microsoft Visio 2003 Professional
Installing Microsoft Visio 2003
Professional
Process flows and streams are two of the building blocks used to build business
process scripts (Genesys Agent Scripting web applications) for end users. If
agents intend to use process flow or stream diagrams to conceptualize and/or
build process flows or streams, you must install Microsoft Visio 2003
Professional on any system running Genesys Agent Scripting.
Genesys Agent Scripting looks for the presence of Microsoft Visio 2003
Professional. If found, process flow and stream diagrams, as well as diagramcreation features, become available.
If Genesys Agent Scripting does not find Microsoft Visio 2003 Professional,
the application functions normally, but without process flow and stream
diagramming.
Obtain Microsoft Visio 2003 Professional from any software retailer/vendor.
Preparing to Compile and Run Scripts: ASP
If you intend to build Genesys Agent Scripting web applications with Active
Server Pages (ASPs), you will need access to a Microsoft IIS 6.0, 7.0 or 7.5
web server to successfully compile, simulate, and run the script pages.
•
For Active Server Pages, you must have a Microsoft IIS 6.0, 7.0 or 7.5 web
server on your system, or have network access to a server that is running
Microsoft IIS 6.0, 7.0 or 7.5.
•
To deploy scripts, you will need remote access to the Microsoft IIS server
that will host the scripts.
Notes: • Upon installation of (or upgrade to) the Microsoft Windows 2000
Server operating system, Microsoft IIS 5.0 web server is installed
automatically.
• Upon installation of (or upgrade to) the Microsoft Windows 2003
Server operating system, Microsoft IIS 6.0 web server is installed
automatically.
Building Business Process Scripts with Active Server
Pages.NET (ASPXs)
If you intend to build Genesys Agent Scripting web applications with Active
Server Pages.NET (ASPXs), you must have Microsoft.NET Framework
Version 1.1 and the latest available Service Packs installed on your IIS server.
Deployment Guide
33
Chapter 4: Installing Supporting Applications
•
Preparing to Compile and Run Scripts: JSP
IIS 6.0—comes with Microsoft.NET Framework version 1.1 already
installed.
When running Genesys Agent Scripting web applications as ASPs, the
Microsoft XML Parser Version 3.0 or higher must be installed on the Server
system for either of the following:
IIS 6.0 - the appropriate version is already installed with the operating
system.

Preparing to Compile and Run Scripts: JSP
If you intend to build Genesys Agent Scripting web applications with Java
Server Pages (JSPs), you must install or have access to:
•
The Java 2 Enterprise Edition (J2EE) SDK.
To successfully compile and run script pages, you need:
•
An Apache Tomcat 5.0 or 6.0 web server, or WebSphere Application
Server, Version 5.1 or 6.0.
J2EE SDK
The Java 2 Enterprise Edition SDK is required to enable Apache Tomcat 5.0 or
6.0 to compile Java Server Pages (JSPs).
Obtain this SDK at no cost from Oracle’s Java website at
http://www.oracle.com/technetwork/java/javaee/downloads/index.html.
Tomcat
The Java 2 Enterprise Edition v1.4.2 SDK or higher is required to enable
Apache Tomcat 5.0 or 6.0 to compile Java Server Pages (JSPs). For Apache
Tomcat 6.0, the Java 2 Enterprise Edition v5 SDK or higher is required.
Obtain this SDK at no cost from Oracle Java website at
http://www.oracle.com/technetwork/java/javaee/.
You will obtain a self-extracting archive with a name such as
java_ee_sdk-6u3-windows.exe (the name of the file that you obtain may differ).
Microsoft IIS Collaboration Server
You do not need to install any additional software on your Microsoft Windows
2000 or 2003 Server to build and use a Microsoft IIS Collaboration Server
(ASP environment).
When running on Microsoft IIS, the Microsoft IIS 5.0 or 6.0 Collaboration
Server database is set up automatically.
34
Genesys Agent Scripting 8.1
Chapter 4: Installing Supporting Applications
Installing Supporting Applications for JSP
When running business process scripts as ASPs, the Microsoft XML Parser
Version 3.0 or higher must be installed on the Server system.
IIS 5.0: available to download from Microsoft's website.
IIS 6.0: the appropriate version is already installed with the operating
system.


Apache Tomcat or WebSphere Collaboration Server
There are special requirements to build and use an Apache Tomcat or
WebSphere web server as the Collaboration Server (JSP environment).
A MySQL database is required to run in Collaboration mode on a Tomcat
server. This database server must be installed and started. Genesys Agent
Scripting provides a SQL file to create the tables and fields that the
Collaboration Server requires.
These steps must precede the conversion of a Project Book to Collaboration
mode within Genesys Agent Scripting.
See “Installing MySQL for JSP Collaboration Mode” on page 37 for more
details.
Installing Supporting Applications for JSP
For Java Server Pages, you will need to install either the Java 2 Enterprise
Edition 1.4 SDK or 1.3.1. In addition, you must install the Apache Tomcat web
server or the WebSphere 5.1 or 6.0 application server on your system or have
network access to a server running an Apache Tomcat web server or a
WebSphere 5.1 or 6.0 application web server.
Note: To correctly set up with Tomcat in Collaboration mode under JSP, it is
necessary to download the activation.jar and mail.jar files needed
by Tomcat. They are not deployed by default. You can download
these from http://java.sun.com/products/javamail/. Put them in
...\common\lib directory under Tomcat.
Finally, if you will be using Collaboration mode for JSP, you must have a
MySQL database available and you must install the open source MySQL
Database Server on the computer running Genesys Agent Scripting.
Installing the Java 2 Enterprise Edition SDK
Download the Java 2 Enterprise Edition SDK from Sun’s Java website at
http://www.oracle.com/technetwork/java/javaee/. You will obtain a
self-extracting archive such as java_ee_sdk-6u3-windows.exe (the name of the
file that you obtain may differ).
Deployment Guide
35
Chapter 4: Installing Supporting Applications
Installing Supporting Applications for JSP
Double-click the self-extracting archive file and follow the instructions to
install the SDK.
Installing Apache Tomcat
Download the Apache Tomcat 5.0 or 6.0 binary files at no cost from the
Apache website at http://jakarta.apache.org/tomcat/. You will obtain a
self-extracting archive such as jakarta-tomcat-5.5.29.exe (the name of the
file you obtain may differ).
Note: Install the Java 2 Enterprise Edition 1.4.2, 1.5, or v6 SDK before
installing Tomcat. The Apache Tomcat installation looks for an
installed Java Development Kit.
Double-click the self-extracting archive file and follow the instructions to
install Apache Tomcat.
Procedure:
Deploy Applications Under Tomcat
Purpose: When using an Apache Tomcat web server, the generated Genesys
Agent Scripting web application created by the Genesys Agent Scripting
Development Environment is deployed as a separate application. During
deployment, context information (folder WEB-INF) is automatically included,
enabling Tomcat to recognize the application. If the generated Genesys Agent
Scripting web application is deployed in the webapps folder of Tomcat, then
Tomcat must be restarted to make the application available.
If you are using Tomcat and you are not deploying the generated Genesys
Agent Scripting web application in the Tomcat’s webapps folder, then you
need to use Tomcat Web Application Manager to tell Tomcat where the
application is deployed.
Start of procedure
1. Open a Web browser.
2. Go to http://<machine_name>:8080/manager/html (<machine_name> is the
name of the machine on which Tomcat is installed).
3. In the Tomcat Web Application Manager, specify the sub-directory folder
of the generated Web application you wish to deploy.
End of procedure
36
Genesys Agent Scripting 8.1
Chapter 4: Installing Supporting Applications
Installing Supporting Applications for JSP
Procedure:
Improving Genesys Agent Scripting Web Application
Performance
Purpose: To improve the performance of Genesys Agent Scripting web
applications, set Tomcat's Maximum Memory Pool value to 1024 MB.
Start of procedure
1. Run: <Tomcat Installation Directory>/bin/TomcatW.exe.
2. Click the Java Properties tab.
3. Set Maximum Memory Pool to 1024 MB.
End of procedure
Installing IBM WebSphere 5.1 or 6.0 Application Server
Install WebSphere Application Server as you would any other Windows-based
application. Follow the instructions throughout the installation process.
Install Java 2 EE 1.4.2 or 1.5 or v6 SDK following Oracle’s installation
process.
Installing MySQL for JSP Collaboration Mode
Genesys Agent Scripting requires the presence of a MySQL database to
convert a Project Book from single-user to multiple-user (Collaboration) mode
within a JSP environment.
To use Collaboration mode for JSP, you must have a MySQL database
available and you must install the open source MySQL Database Server on the
computer that is running Genesys Agent Scripting.
For instructions on setting up a MySQL database, see “Creating and Setting
Up a MySQL Database” on page 38.
Installing MySQL Database Server
Download the open source MySQL Database Server at no cost from
http://www.mysql.com/downloads/index.html. You will obtain a ZIP file such
as mysql-4.0.18-win.zip (the name of the file you obtain may differ).
Extract the installation files from the ZIP file, double-click setup.exe, and
follow the instructions to install MySQL Database Server.
You now need to create a MySQL database if you intend to use the Genesys
Agent Scripting Collaboration Module with JSP. See the next section for more
details.
Deployment Guide
37
Chapter 4: Installing Supporting Applications
Installing Supporting Applications for JSP
Creating and Setting Up a MySQL Database
Procedure:
Create and Set up a MySQL Database
Prerequisites
•
Install MySQL Database Server in the default directory: c:\mysql.
Start of procedure
1. Run MySQL Database Server from a command line.
2. Copy the SQL command file SQL_WWC_NEW_7-0-1.sql from the Genesys
Agent Scripting JSP Collaboration folder (by default c:\Program
Files\GCTI\Genesys Agent Scripting\Collaborate jsp Web Folder\) to
the mysql\bin directory.
3. Access a command prompt in Windows:
a. Click the Start button.
b. Select Run.
c. Select or type cmd and click OK.
4. Change to the MySQL server directory: \mysql\bin.
5. Start the MySQL Database Server administrator tool if it is not already
running:
winmysqladmin
6. Log in as administrator:
mysql --user=root mysql
7. Create a user called wwc for Genesys Agent Scripting Collaboration:
GRANT ALL PRIVILEGES ON *.* TO ‘wwc’@‘hostname’ IDENTIFIED BY ‘wwc’
WITH GRANT OPTION;
Note: You may substitute other values for the user (‘wwc’) and the
password (‘wwc’). If you do, however, you will need to change the
default values in the connection string file. See “Apache Tomcat
or WebSphere Collaboration Server” on page 35.
hostname: This is the hostname from which the user 'wwc' will access the
MySQL database. The hostname must be a fully qualified name, or can be
set to % to indicate that the user can access this database from any host.
8. Create a database called WWC to use for Genesys Agent Scripting
Collaboration:
mysql> CREATE DATABASE WWC;
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Genesys Agent Scripting 8.1
Chapter 4: Installing Supporting Applications
Installing Supporting Applications for JSP
You may substitute another value for the database name (WWC). If you do,
however, you will need to change the default value in the connection string
file. See “Copy the Connection String File for the JSP Collaboration
Server” on page 54.
9. Select this database (make it active):
mysql> USE WWC;
10. Invoke the SQL command file (SQL_WWC_NEW_7-0-1.sql) to create the tables
needed for Genesys Agent Scripting Collaboration:
mysql > SOURCE SQL_WWC_NEW_7-0-1.sql
11. Exit MySQL Administration:
mysql> EXIT
12. Close the Command Prompt window.
The database is now set up properly.
End of procedure
Next Steps
•
Install the MySQL Connector/J Driver (see below)
Procedure:
Install the MySQL Connector/J Driver
Prerequisites
•
Apache Tomcat 5.0 or 6.0 must be installed in its default directory.
Start of procedure
1. Download the MySQL Connector/J Driver from
http://www.mysql.com/downloads/index.html. (This is open-source
software, available at no cost.) You will obtain a ZIP file whose name has
the following form:
mysql-connector-java-3.0.11-stable.zip
The name of the file you obtain may differ. Now install the downloaded
file:
2. Extract the installation files from the ZIP file.
3. Locate the file mysql-connector-java-3.0.11-stable-bin.jar (the name of
the .jar may differ), and copy it to the following location:
For Tomcat: <TOMCAT>\shared\lib
Deployment Guide
39
Chapter 4: Installing Supporting Applications
Installing Supporting Applications for JSP
...where <TOMCAT> is the path to the Tomcat directory.
Note: No action is necessary when running on WebSphere Application
Server version 5.1 or 6.0.
End of procedure
You have now installed all the supporting applications and drivers you need to
run in Genesys Agent Scripting JSP Collaboration mode.
See Chapter 6, “Using Genesys Agent Scripting in Collaboration Mode,” on
page 53 to continue the steps required to use Collaboration mode for JSP.
Upgrading a MySQL Database from Genesys Agent
Scripting Version 7.0.0
If you are upgrading from Genesys Agent Scripting version 7.0.0 to version
7.0.1 or higher, the MySQL Collaboration database must be upgraded. To do
this,
•
40
Run the SQL command file SQL_WWC_UPDATE_7-0-1.sql against your
current Genesys Agent Scripting 7.0.0 Collaboration database.
Genesys Agent Scripting 8.1
Chapter
5
Installing Genesys Agent
Scripting for Use with
Genesys Agent Interaction
Layer
This chapter is intended for Genesys software administrators. It describes how
to install Genesys Agent Scripting for use with the Genesys Agent Interaction
layer, which is implemented in Java®.
Genesys Agent Scripting provides a Java Servlet that can be integrated with
the Agent Desktop’s software to provide access to Genesys Agent Interaction
Layer. Data from an interaction can be used to determine the server location
and the starting point of the business process script to be used to process the
interaction.
This chapter contains the following sections:
Agent Desktop Integration with Genesys Agent Scripting, page 41
Genesys Agent Scripting Server, page 50
Genesys Agent Scripting Project Book, page 50
T-Server Configuration, page 51




Agent Desktop Integration with Genesys
Agent Scripting
Procedures in this section:
Integrate Genesys Agent Desktop (v7.6 or higher) with Genesys Agent
Scripting using Genesys Agent Interaction Layer, page 42
Installing the Interaction Workspace Plug-in for Genesys Agent Scripting,
page 44


Deployment Guide
41
Chapter 5: Installing Genesys Agent Scripting for Use with Genesys Agent Interaction Layer



Agent Desktop
Deploying Assignment Rules to Interaction Workspace, page 46
Installing the Interaction Workspace plug-in for Genesys Agent Scripting,
Simple Install Method, page 46
Installing the Interaction Workspace plug-in for Genesys Agent Scripting,
Click-Once Method, page 47
Note: If you are using the Genesys Agent Desktop (version 7.6 or higher),
skip this section and proceed to the section entitled “Integrate Genesys
Agent Desktop (v7.6 or higher) with Genesys Agent Scripting using
Genesys Agent Interaction Layer” on page 42.
Procedure:
Integrate Genesys Agent Desktop (v7.6 or higher) with
Genesys Agent Scripting using Genesys Agent
Interaction Layer
Prerequisites
•
These instructions assume that you have a basic Genesys Agent Desktop
(GAD) installation. If the GAD has already been customized, these
instructions must be modified accordingly.
•
Genesys requires you to run the Genesys Agent Desktop on its own
dedicated Java web server. Therefore the business process scripts should be
deployed to a separate Java web server.
•
For detailed information about the Genesys Agent Desktop application,
refer to the Genesys Desktop 7.6 Deployment Guide and the Genesys
Desktop 7.6 Developer's Guide.
Start of procedure
1. If Genesys Agent Desktop has NOT been previously customized:
a. Copy the entire directory from the GAS Install path
...\GenesysIntegration\gdesktop\custom directly to the GAD Java
Server's Web Application path ...\gdesktop\custom.
b. Copy the file custom.properties from the GAS Install path
...\GenesysIntegration\gdesktop to the GAD Java Server's Web
Application path ...\gdesktop\WEB-INF\classes. The string “Agent
Scripting” may be changed to any value that you want to use as a label
on the AgentScripting tab.
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Agent Desktop
2. If Genesys Agent Desktop HAS been customized, you must update the
customization files to include the Genesys Agent Scripting customization,
as follows:
a. Modify ...\gdesktop\custom\custom.xml, which is located in the GAD
Java Server's Web Application directory, to include the AgentScripting
Tab information from the supplied sample AgentScripting.xml file
from the ...\GenesysIntegration\gdesktop\custom directory.
b. Include the javascript-onload section for the GAD window in the
custom.xml file.
c. Put AgentScripting.jsp in the GAD Java Server's Web Application
directory ...\gdesktop\custom. AgentScripting.jsp is located in the
Genesys Agent Scripting Install directory
...\GenesysIntegration\gdesktop\custom.
d. Add the following line
AgentScripting=<Agent Scripting>
to this file
...\WEBINF\classes\custom.properties
where <Agent Scripting> is the name displayed on the AgentScripting
tab.
3. Put the WWG.jar file in the ...\WEB-INF\lib directory.
This file is in the Agent Scripting install directory:
...\GenesysIntegration\lib\WWG.jar.
4. Update the web.xml file in the Java Server's Web Application directory
...\gdesktop\WEB-INF to identify the Genesys Agent Scripting integration
components. Code snippets are provided in web.xml.Sample in the Genesys
Agent Scripting application Install directory ...\GenesysIntegration\.
a. Add the GASAssignerServlet definition.
b. Add the GASAssignerServlet mapping section.
c. Add the <init-param> for AgentScripting.xml to the <initUAD>
servlet definition.
Note: Be aware of existing customFile<n> entries.
End of procedure
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Chapter 5: Installing Genesys Agent Scripting for Use with Genesys Agent Interaction Layer
Agent Desktop
Procedure:
Installing the Interaction Workspace Plug-in
for Genesys Agent Scripting
Purpose: To install the Interaction Workspace Plug-in for Genesys Agent
Scripting on your web server, an agent workstation, or a development
workstation.
Prerequisites
•
.NET Framework 3.5, SP 1 installed.
•
Interaction Workspace 8.1.x installed, as described in the “Prerequisites”
section in this procedure: Installing plug-ins for Interaction Workspace.
Start of procedure
1. On your desktop, open the disc that contains the plug-in Installation
Package (IP) and double-click the Setup.exe file.
The Genesys Installation Wizard launches and the Welcome panel is
displayed.
2. On the Welcome panel, do one of the following:
Click Next to begin the installation procedure.
Click Cancel to exit the Genesys Installation Wizard.
Click About to open the plug-in ReadMe in your default browser.



If you click Next, the wizard displays the Select Installed Application
panel, which enables you to select the Interaction Workspace application
instance to which you want to add the plug-in.
The Genesys Installation Wizard searches the target computer for an
installed version of Interaction Workspace. Select the version of Interaction
Workspace in the location in which you want plug-in to be installed.
The Application Properties pane displays the name, version, and location
of the selected Interaction Workspace application.
3. After you have selected the version of Interaction Workspace that you want
to use with the plug-in, do one of the following:
Click Next to proceed to the next panel.
Click Cancel to exit the Genesys Installation Wizard.
Click Back to return to the previous panel.



If you click Next, the Ready to Install panel is displayed.
4. On the Ready to Install panel do one of the following:
Click Install to install the plug-in on your web server, development
workstation, or agent workstation.
Click Back to return to the Select Installed Application panel.


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
Agent Desktop
Click Cancel to exit the Genesys Installation Wizard.
If you click Next, the plug-in is installed in the location that you specified.
When installation is complete, the Installation Complete panel is
displayed.
5. Click Finish to exit the Genesys Installation Wizard.
Plug-in files are copied into the target installation directory of the original
Interaction Workspace deployment.
After the plug-in application is installed on the agent or developer
workstation, or after it is downloaded by the ClickOnce application (see
Deploying the ClickOnce Application on Your Web Server), and after the
agent is granted permission to use the application, agents must login (to)
Interaction Workspace on a Place that is associated with a SIP DN to use
the plugin with Interaction Workspace. The plug-in process is started
automatically when Interaction Workspace application is being initialized.
End of procedure
Next Steps
•
Installation is complete. You can now provision the plugin functionality.
•
Follow the steps in “Enable the Role Privilege”.
Procedure:
Enable the Role Privilege
Purpose: Make the Interaction Workspace -- Can Use Plugin for Agent
Scripting role privilege available.
Prerequisites
•
The Interaction Workspace application must be installed.
Start of procedure
1. Start Genesys Administrator.
2. Upload the Interaction Workspace plug-in for Genesys Agent Scripting:
a. Click the Upload Template button and browse to the /templates folder
on the Genesys Agent Scripting installation CD.
b. Select the template named
Interaction_Workspace_Plugin_For_Genesys_Agent_Scripting_810.apd
3. Under Environment > Application Templates, select Interaction
Workspace.
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Agent Desktop
4. Click the Import Metadata button and select the file:
Interaction_Workspace_Plugin_For_Genesys_Agent_Scripting_810.xml.
The Interaction Workspace - Can Use Plugin for Agent Scripting Role
Privilege is now available. See Procedure: Creating a Role, allowing an
Interaction Workspace privilege, and assigning a Role to an agent or agent
group for information about managing the role privilege with Genesys
Administrator
End of procedure
Note: To use Role-driven privileges, ensure that the security.disable-rbac
option of your Interaction Workspace application is set to false. For
more details about Roles usage, see Interaction Workspace Roles.
Procedure:
Deploying Assignment Rules to Interaction Workspace
Prerequisites
•
Install and run Genesys Agent Scripting 8.1.
•
Enable Mark Done support:
Select the checkbox at the File > Settings / Advanced tab.
Start of procedure
1. Open the Process Flow Assignment Rules dialog box, and select the
Deployment Settings tab.
2. Select the checkbox Deploy Rules for an Interaction Workspace.
3. Click the Deploy Rules button.
The deployment is completed. Interaction Workspace is ready to use the newly
deployed Assignment Rules to assign the proper business process script.
End of procedure
Procedure:
Installing the Interaction Workspace plug-in for
Genesys Agent Scripting, Simple Install Method
Prerequisites
•
46
Install Interaction Workspace.
Genesys Agent Scripting 8.1
Chapter 5: Installing Genesys Agent Scripting for Use with Genesys Agent Interaction Layer
Agent Desktop
Start of procedure
1. Install the Interaction Workspace plug-in for Genesys Agent Scripting 8.1
into the same folder where you installed the Interaction Workspace
application (InteractionWorkspace.exe).
See the generic procedure Installing Plug-ins for Interaction
Workspace.
Note: The default installation directory is <Program
Files>\GCTI\Interaction—Workspace\, but please note that you can
choose an option during the Interaction Workspace installation that
puts InteractionWorkspace.exe into the similarly—but not
identically—named folder <Program Files>\GCTI\Interaction
Workspace\InteractionWorkspace.
In this case, you have to manually copy the Interaction Workspace
Plug-In for Agent Scripting files
(Genesyslab.Desktop.Modules.GASAssigner.deployment-config,
Genesyslab.Desktop.Modules.GASAssigner.dll and
Genesyslab.Desktop.Modules.GASAssigner.module-config) to the
<Program Files>\GCTI\Interaction Workspace\InteractionWorkspace
folder.
End of procedure
Next Steps
•
The installation is completed. Run Interaction Workspace.
Procedure:
Installing the Interaction Workspace plug-in for
Genesys Agent Scripting, Click-Once Method
Prerequisites
•
Install Interaction Workspace, selecting the Prepare a ClickOnce package
option.
•
Perform the procedure “Installing the Interaction Workspace plug-in for
Genesys Agent Scripting, Simple Install Method” on page 46.
Start of procedure
1. Run the Interaction Workspace Deployment Manager.
2. Complete each of the following dialogs as they appear (see the Interaction
Workspace Deployment Guide - Deployment Manager), then click Next.
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Agent Desktop
3. At the Deployment Finished dialog, select the Show the Published Page
checkbox and click Finish.
4. Install Interaction Workspace to the Agent workstation(s) from the web
location (by default
http://<click-once-server-name>/InteractionWorkspace/publish.htm)
End of procedure
Next Steps
•
Localize the plug-in. See “Localizing the Interaction Workspace plug-in
for Genesys Agent Scripting” on page 48.
•
The installation is completed. Run Interaction Workspace at the Agent
workstation:
Click or select: Start > All Programs > Genesys Telecommunications
Laboratories > Interaction Workspace shortcut.
Localizing the Interaction Workspace plug-in for
Genesys Agent Scripting
You can localize the plug-in that you just installed. In this case, localization
means modifying the language of the label for the Agent Scripting view, and
the language of the warning message concerning the Support Mark Done
feature, which is described in Chapter 15: “Integrating with Genesys Software”
in the Genesys Agent Scripting 8.1 User Guide.
To localize, you create a new file that is specific to a language and country,
found in the directory Program Files\GCTI\Interaction
Workspace\Languages\, and named in the following format:
module_name.language_code-country_code.xml (for example:
Genesyslab.Desktop.Modules.GASAssigner.en-US.xml for English as spoken in
the United States).
The content of this file should have the same format and structure as the
Genesyslab.Desktop.Modules.GASAssigner.en-US.xml file (in the same
directory), with translated strings in the expected language.
The localization process is described fully in the Interaction Workspace wiki
Custom Localization of Interaction Workspace, which offers specific
instructions for localizing Interaction Workspace that apply equally to Genesys
Agent Scripting.
Note: This procedure localizes the plug-in only. You can of course create a
business process script in any language that you can type.
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Agent Desktop
Procedure:
Creating the Genesys Application for Genesys Agent
Scripting
Purpose: In order for Genesys Agent Scripting to access other Genesys
components, you must set up an application for Genesys Agent Scripting in
Genesys Configuration Manager. To do this, complete the following steps:
Start of procedure
1. In Configuration Manager, open the Environment folder, then the
Application Templates folder. If Genesys_Agent_Scripting templates are
absent, import them from the Template folder on the Genesys Agent
Scripting CD at: //templates/Genesys_Agent_Scripting_810.apd
2. Create a new application from Configuration Manager using the
Genesys_Agent_Scripting_810.apd template.
3. On the General tab, enter an Application Name. This name will be used by
the GAS Server and should be supplied to the parameter
G_Config_ApplName located in the Target Environment Properties dialog
box, Configuration File tab.
4. In a multi-tenant environment, select the tenant tab and add the tenant with
which this application will interact. Choose only one tenant.
5. On the Start Info tab enter a period “.” for the Working Directory and the
Command line sections. This Start Info tab is not used.
6. On the Connections tab add a connection to the Premise T-Servers that
your Agent Desktop application uses. Also, if your Agent Desktop
application uses Contact Server, add this Contact Server.
7. On the Options tab fill in the license section with your appropriate
information.
For more detailed information, refer to the Interaction SDK (Java) Deployment
Guide.
End of procedure
Procedure:
Configuring Genesys Configuration Server for
Outbound Operations
Purpose: If you are using Outbound Contact Solution (requires version
7.0.100.08 or higher) with Genesys Agent Scripting, then an additional section
must be added to your Configuration Server's config file.
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Chapter 5: Installing Genesys Agent Scripting for Use with Genesys Agent Interaction Layer Genesys Agent Scripting
Start of procedure
1. Create a new section name: [soap].
2. In the newly-created section, create the following three options:
port =
debug =
client_lifespan =
3. Configure these options as appropriate for your environment.
For more information on these options, please refer to the Framework 8
Configuration Options Reference Manual, Chapter 4, and particularly the
section on SOAP.
Note: Restarting any web server—GAD or GAS Tomcats, GAS IIS, or
Genesys Integration Server—requires that you also restart all
Outbound campaigns.
End of procedure
Genesys Agent Scripting Server
When using deployed Agent Scripts integrated with Genesys Agent Interaction
software, the Genesys Agent Interaction software Java files must be installed
in a directory that is accessible by the Java Web Server. These files are shipped
with Genesys Agent Scripting and are located in its installed path
...\GenesysIntegration\lib.
For example, in Tomcat, you might put them in the ...\shared\lib directory.
Genesys Agent Scripting Project Book
Procedure:
Creating Agent Scripts that operate in the “Genesys
Integrated” mode.
Purpose: Genesys Agent Scripting provides built-in Agent Scripting objects
that can be used by business process scripts to display Genesys information
and perform actions on Genesys Interactions.
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T-Server Configuration
Start of procedure
1. When creating a new Project Book, select the base toolkit “Genesys Agent
Interaction toolkit” from the Project Book Properties panel.
2. In Compile->Assignment Rules, on the Deployment Settings tab, set the
“Genesys Agent Scripting Assigner Servlet URL” to the URL used to
access the application hosting this servlet.
This URL must end in the name of the servlet and match the appropriate
mapping, which is specified in either “Agent Desktop Integration with
Genesys Agent Scripting” in Step 3b, or “Integrate Genesys Agent
Desktop (v7.6 or higher) with Genesys Agent Scripting using Genesys
Agent Interaction Layer” in Step 4b. The default is GASAssigner.
3. In Compile->Assignment Rules, set the Default URL to the deployed
location of this Project Book.
4. Deploy the Assignment rules (even if empty, the Default URL must be set).
Please note, the Agent Desktop Web Server needs to be running since the
GAS Assigner Servlet from Step 2 will actually be invoked.
5. For each Target environment, the Configuration file parameters must be set
(including the Configuration ManagerApplication name created from the
procedure in the topic “Creating the Genesys Application for Genesys
Agent Scripting” on page 49).
End of procedure
T-Server Configuration
Procedure:
Verifying the correct T-Server configuration for
interaction data transfer
Purpose: GAS will attach interaction data to the call when a transfer with data
is issued. In order for this data to be properly propagated to the new interaction
an option in T-Server must be checked.
Start of procedure
1. Open the T-Server application and go to the Options tab.
2. Select the T-Server section and check the value of consult-user-data.
3. This value must be inherited or joint for the GAS transfer to work properly.
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T-Server Configuration
For more information on these options please consult your T-Server
Deployment Guide.
End of procedure
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Genesys Agent Scripting 8.1
Chapter
6
Using Genesys Agent
Scripting in Collaboration
Mode
This chapter is intended for system administrators or business process script
developers. It describes how to convert Genesys Agent Scripting Project
Books for use in a multiple-user environment, and how to set up and manage
users and Project Books in Collaboration mode.
This chapter contains the following sections:
Preparing for the Conversion, page 53
Converting a Project Book to Collaboration Mode, page 55
Managing Users and Project Books, page 69
Using Genesys Agent Scripting Collaboration Administration, page 76




Preparing for the Conversion
To use Genesys Agent Scripting in a multiple-user environment, databases (called Project Books), must be converted to a format that allows for multiple
users. Genesys refers to these converted Project Books as multiple-user or
Collaboration mode Project Books.
You should have already completed the following:
1. Installed the Genesys Agent Scripting application.
2. Installed the appropriate supporting applications.
Note: Genesys Agent Scripting first opens with a Project Book called
WWGDemo (file name WWGDemo.mdb), which is used throughout this
chapter as an example to show how to back up a Project Book.
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Chapter 6: Using Genesys Agent Scripting in Collaboration Mode
Preparing for the Conversion
Prerequisites
•
Backing Up Your Project Book—Before attempting to convert a Project
Book to Collaboration mode, Genesys strongly recommends that you
create a backup copy of the Project Book and store it in a safe location.
This is recommended for two reasons:
Converted Project Book files cannot be restored to Single-User mode.
Should a Project Book file be damaged during or subsequent to
conversion, your backup assures that the original file is intact.


Procedure:
Back Up a Project Book
Start of procedure
1. Locate the WWGDemo.mdb file in C:\Program Files\GCTI\Genesys Agent
Scripting (assuming the default installation path).
2. Make a copy of this file and store it in the same folder.
End of procedure
Procedure:
Copy the Connection String File for the JSP
Collaboration Server
Purpose: The steps in this section apply only when you are setting up a JSP
Collaboration Server.
Note: If you plan to convert additional Project Books to Collaboration
mode: If the additional Project Books do not use the same
Collaboration Server as your initial converted Project Book, do not
carry out this procedure at this time!
Instead, carry out this procedure before performing Step 8 in the
section “Converting the Project Book” on page 57.
Start of procedure
1. Navigate the following path:
C:\Program Files\GCTI\Genesys Agent Scripting\Collaborate jsp Web
Folder
2. Select the file WWCConfigExample.inc.jsp and copy it.
3. Rename the copy to WWCConfig.inc.jsp.
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Converting a Project Book to Collaboration Mode
4. Double-click WWCConfig.inc.jsp to open it.
Notepad opens with the file information shown in Figure 2 on page 55.
Figure 2: WWCConfig.inc.jsp file
5. If you set up the MySQL database and user information as described
earlier, the information in this connection string should be correct
(hostname = localhost, database = wwc, user = wwc, password = wwc).
6. If you created a different database, user, or password, then update the
connection string with your values:
/wwc? is replaced with /<your database name>?
user=<your user name>
password=<your password>



7. If you installed MySQL on a different machine, you need to change
localhost to the machine name where the MySQL database resides.
8. If you make any changes to this file, select File > Save.
9. Exit from Notepad.
End of procedure
Converting a Project Book to
Collaboration Mode
You are now ready to convert Project Books to Collaboration mode in the
Genesys Agent Scripting Development Environment.
Creating a Folder for the Collaboration Server
You must create a folder for the Collaboration Server:
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Chapter 6: Using Genesys Agent Scripting in Collaboration Mode
•
Converting a Project Book to Collaboration Mode
For a Microsoft IIS server (serving ASPs), create a WWC folder inside
C:\Inetpub\wwwroot\.
•
For an Apache Tomcat 5.0 or 6.0 server (serving JSPs), create a WWC folder
inside:
For Tomcat: <TOMCAT>\webapps
...where <TOMCAT> is the path to the Tomcat directory.
The procedure above assumes that Apache Tomcat 5.0 or 6.0 was installed in
its default directory.
The Collaboration Server folder is populated automatically during the Project
Book conversion when you click the Test button on Step 8, page 60. Also, the
WEB-INF folder will be deployed telling Tomcat that this is a runnable
application. After the Collaboration Server folder has been populated, you
must restart Tomcat to enable Tomcat to detect the application.
Starting the Web Server
Before running Genesys Agent Scripting to convert Project Books to
Collaboration mode, you should start the web server you will be using for
collaboration as follows:
•
For ASP, start the Microsoft IIS 5.0 or 6.0 web server.
•
For JSP, start the Apache Tomcat 6.0, 7.0 or 7.5 web server, or WebSphere
5.1 or 6.0.
•
For JSP, when you are using WebSphere as a collaboration server. See
“Using a WebSphere Application Server for the Collaboration Server” on
page 64.
Starting Genesys Agent Scripting
Procedure:
Start Genesys Agent Scripting
Prerequisites
56
•
Installed the supporting applications.
•
Installed the Genesys Agent Scripting application.
•
Created the Collaboration Server folder.
•
For JSP, after you have created and set up a MySQL Database for running
a JSP Collaboration Server.
Genesys Agent Scripting 8.1
Chapter 6: Using Genesys Agent Scripting in Collaboration Mode
Converting a Project Book to Collaboration Mode
Start of procedure
1. Start Genesys Agent Scripting from the main taskbar by selecting Start >
Programs > Genesys Solutions > Genesys Agent Scripting > Start Agent
Scripting.
2. You may see a message to set up a path called
C:\Inetpub\wwwroot\WWGDemo. This is for Microsoft IIS web servers and
ASP.
If you will be using ASP, click Yes.
If you will be using JSP, click No.


3. You may see an information box for Genesys Agent Scripting. Click Close
(or wait for the box to close on its own).
When starting Genesys Agent Scripting for the first time, the WWGDemo Project
Book opens by default and is displayed in the main window.
The WWGDemo Project Book (file name WWGDemo.mdb) is the file to use as an
example for conversion.
Note: If you have not backed up the WWGDemo.mdb file, see “Prerequisites” on
page 54 and follow the instructions. Genesys strongly recommends
that you back up any Project Book file that you intend to convert to
Collaboration mode.
End of procedure
Converting the Project Book
Procedure:
Convert a Project Book to Collaboration mode.
Again, the WWGDemo.mdb file is the example.
Note: You must convert a Project Book to Collaboration mode before any of
the multiple-user options (such as Administrate or Lock/Unlock
Database) become available.
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Chapter 6: Using Genesys Agent Scripting in Collaboration Mode
Converting a Project Book to Collaboration Mode
Start of procedure
1. From the Genesys Agent Scripting main menu, select File > Convert to
Collaborate Mode.
This opens the first screen of the conversion wizard as shown in Figure 3.
This first screen warns you to back up your Project Book file before
carrying out the conversion.
Figure 3: Convert to Collaborate Wizard, Backup Warning
2. Click Next to proceed to the next screen of the wizard shown in Figure 4.
Figure 4: Convert to Collaborate Wizard, Find Server
3. Select asp or jsp as desired in the Server Language field.
4. Click Find Server to locate the server that will populate the Server
Location field.
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Converting a Project Book to Collaboration Mode
The Select Target Directory for Collaborate Server dialog box opens
as shown in Figure 5.
Figure 5: Convert to Collaborate Wizard, Navigate to WWC
5. In this dialog box, navigate to the folder you set up in “Creating a Folder
for the Collaboration Server” on page 55 and click Open.
6. Click OK if you see a JSP Environment message.
The Server Location and Server URL fields are now populated in the
conversion wizard as shown in Figure 6 on page 60.
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Converting a Project Book to Collaboration Mode
Figure 6: Convert to Collaborate Wizard, Fields Populated
7. Replace the host string in the Server URL field with the fully qualified host
name and port used to access the Collaboration Server. This is the URL
string that designers of this Project Book will use to address this
Collaboration Server.
The default port for Apache Tomcat is 8080. The modified Server URL
string is shown in Figure 6.
Note: Before proceeding to the next step, be sure to carry out the
instructions detailed in “Copy the Connection String File for the
JSP Collaboration Server” on page 54, if you have not already
done so. The Test step will not work correctly unless you have
copied (and updated) this connection string file.
8. Click Test to test the connection to the Collaboration Server.
If successful, the screen shown in Figure 7 appears.
Note: Clicking Test deploys the Collaboration Server, populating the WWC
folder. For JSP, this includes the creation of a WEB-INF subfolder,
which tells Tomcat that you have a runnable server. You must
restart Tomcat to pick up this change.
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Converting a Project Book to Collaboration Mode
Figure 7: Convert to Collaborate Wizard, Server Installed/Connected
9. Click Next to proceed to the screen shown in Figure 8.
Figure 8: Convert to Collaborate Wizard, Provide Login Information
10. Enter admin in the UserID field.
11. Enter admin in the Password field.
12. Click Login.
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Converting a Project Book to Collaboration Mode
You are now logged in as shown in Figure 9.
Figure 9: Convert to Collaborate Wizard, Login Successful
13. Click Next to open the dialog box shown in Figure 10.
Figure 10: Convert to Collaborate Wizard, Start Conversion
14. Start the conversion of your Project Book to Collaboration mode by
clicking Check In.
Warning! Depending on the size of the Project Book, this conversion
process may require a lot of time. Once you start it, you cannot
stop it without destroying the Project Book file.
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Converting a Project Book to Collaboration Mode
The conversion process proceeds as shown in Figure 11. Allow the
conversion process to complete.
Figure 11: Convert to Collaborate Wizard, Converting Project Book
Figure 12: Convert to Collaborate Wizard - Conversion Complete
15. Click Finish when you see the screen shown in Figure 12.
End of procedure
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Chapter 6: Using Genesys Agent Scripting in Collaboration Mode
Converting a Project Book to Collaboration Mode
Using a WebSphere Application Server for the Collaboration
Server
Procedure:
Use a WebSphere Application Server for the
Collaboration Server
Purpose: The Genesys Agent Scripting install directory contains a file called
WWC.war. This file is suitable for deployment on the WebSphere Application
Server. To use a WebSphere Application Server, follow these steps:
Start of procedure
1. After WWC.war has been installed as a Web Application on the WebSphere
Application Server, update the WWCConfig.inc.jsp file to use the
appropriate configuration string for accessing the mySQL database (see
Figure 2).
2. Update the XMLServer tag in the WWGConfig.xml file to contain the correct
URL specification for the WebSphere Server (the default port number for
WebSphere is 9080).
3. Once these changes are complete, start the Web Application using the
WebSphere Administration utility.
End of procedure
Procedure:
Converting a Project Book to Collaboration Mode
using WebSphere for the Collaboration Server
Purpose: Carry out the following steps to convert a Project Book to
Collaboration mode for WebSphere as the Collaboration Server. Again, the
WWGDemo.mdb file is the example.
Note: You must convert a Project Book to Collaboration mode before any of
the multiple-user options (such as Administrate or Lock/Unlock
Database) become available.
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Chapter 6: Using Genesys Agent Scripting in Collaboration Mode
Converting a Project Book to Collaboration Mode
Start of procedure
1. From the Genesys Agent Scripting main menu, select File > Convert to
Collaborate Mode.
This opens the first screen of the conversion wizard as shown in Figure 13.
This first screen warns you to back up your Project Book file before
carrying out the conversion.
Figure 13: Convert to Collaborate Wizard, Backup Warning
2. Click Next to proceed to the next screen of the wizard shown in Figure 14.
Figure 14: Convert to Collaborate Wizard, Find Server
3. Select jsp in the Server Language field.
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Converting a Project Book to Collaboration Mode
Figure 15: Convert to Collaborate Wizard, Fields Populated: WebSphere
4. Replace the host string in the Server URL field with the fully qualified host
name and port used to access the Collaboration Server. This is the URL
string that designers of this Project Book will use to address this
Collaboration Server.
The default port for WebSphere Application Server is 9080. The modified
Server URL string is shown in Figure 15.
5. Click Test to test the connection to the Collaboration Server.
If successful, the screen shown in Figure 16 appears.
Figure 16: Convert to Collaborate Wizard, Server Installed/Connected
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6. Click Next to proceed to the screen shown in Figure 17.
Figure 17: Convert to Collaborate Wizard, Provide Login Information
7. Enter admin in the UserID field.
8. Enter admin in the Password field.
9. Click Login.
You are now logged in as shown in Figure 18.
Figure 18: Convert to Collaborate Wizard, Login Successful
10. Click Next to open the dialog box shown in Figure 19.
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Figure 19: Convert to Collaborate Wizard, Start Conversion
11. Start the conversion of your Project Book to Collaboration mode by
clicking Check In.
Warning! Depending on the size of the Project Book, this conversion
process may require a lot of time. Once you start it, you cannot
stop it without destroying the Project Book file.
The conversion process proceeds as shown in Figure 20. Allow the
conversion process to complete.
Figure 20: Convert to Collaborate Wizard, Converting Project Book
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Figure 21: Convert to Collaborate Wizard - Conversion Complete
12. Click Finish when you see the screen shown in Figure 21.
End of procedure
Managing Users and Project Books
Once you have converted a Project Book to Collaboration mode, you can
access the tools that enable you to manage users and Project Books.
For example, the File menu changes when you are in multiple-user
(Collaboration) mode, as shown in Figure 22.
Figure 22: File Menu for Collaboration Mode
The Collaborate option on the File menu opens a submenu with several
options. The following subsections provide descriptions of the options. Also,
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note that the File menu items called Lock Exclusive and Unlock Exclusive are
available only in a multiple-user environment.
Lock Exclusive/Unlock Exclusive
In Collaboration mode, you can lock the Project Book for your exclusive use,
and release the lock after you have made changes and checked in all objects.
Lock Exclusive
The Lock Exclusive feature enables you to lock the Project Book for your
exclusive use. Lock Exclusive appears in the File menu only when Genesys
Agent Scripting is in Collaboration mode.
In this operational mode, you do not need to check out individual records to
make changes. However, you must check in all changes prior to releasing the
exclusive lock. If a Project Book is locked exclusively, another user cannot
modify any objects until the exclusive lock is released.
When you select File > Lock Exclusive, the dialog box shown in Figure 23
opens (Database means Project Book).
Figure 23: Lock Exclusive
Click OK to confirm the message. The current Project Book is now locked for
your exclusive use.
Unlock Exclusive
If you have been working with an exclusively locked Project Book, you can
use the Unlock Exclusive option to release the exclusive lock.
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•
When a Project Book is locked, the Unlock Exclusive option appears in the
File menu, replacing the Lock Exclusive option that appears when you are
in Collaboration mode. You can use this option to release the exclusive
lock.
•
Before releasing the lock, you must check in all objects as described in
“Check In” on page 72.
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•
Managing Users and Project Books
When you select File > Unlock Exclusive, the dialog box shown in
Figure 24 opens (database means Project Book).
Figure 24: Unlock Exclusive
•
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Click OK to confirm the message. If you have checked in all objects, the
current Project Book is now unlocked and available to other users.
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Check In
The Check In option checks in changes that you or another user has made to
objects, updating the collaboration database and making the objects available
for other users to modify. When you select this option, the dialog box shown in
Figure 25 opens.
Figure 25: Collaboration Check In
The Object column in this dialog box lists all objects in the Project Book that
are currently checked out. Other columns provide the name of each object that
has been checked out, a description of the object, and the date the object was
checked out.
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•
To select an object for check in, select the box to the left of the object
under the Object column.
•
Before checking in changes to the Admin database, you must provide a
comment describing the changes that you have made.
•
Click Check In to check in the selected objects. Once objects are checked
in, other users can view the changes.
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Check Out
Use the Check Out option to lock Project Book objects so they can be safely
updated without affecting the work of other users. When you select this option,
the dialog box shown in Figure 26 opens.
Figure 26: Collaboration Check Out
Note: By default, objects are automatically checked out when you edit them.
However, you can turn off this automatic check out by going to File >
Settings > Collaborate tab and deselecting the box labelled
Automatically Lock Pages When the User Clicks on the Page in the
Script View.
This is useful when you are simply looking at a Project Book and
don’t want to be required to check in all the Process Flows/Streams
and pages just because you looked at them.
However, if you attempt to edit a page which is not checked out, you
will get a warning dialog box, This page cannot be edited at this
time. You will need to check out the page before editing it.
•
Use the Show Objects of Type drop-down list to filter the Object list to
only show objects of a certain type. Valid types are [ALL], Projects,
Process Flows, Streams, Pages, Fields, Actions, Database Interfaces,
XML Interfaces, Functions, and API Interface.
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•
Managing Users and Project Books
The Object column lists all objects in the Project Book that are currently
not checked out. Objects are described under the Description column. To
check out an object, select the check box next to it.
Note: Objects are automatically checked out when you edit them from any
Genesys Agent Scripting dialog box.
•
Click Check Out to check out the selected objects. Until an object is
checked back in, other users cannot modify or delete it.
•
The Progress pane at the bottom of the Collaboration Check Out dialog
box shows the progress as each object is checked out.
Apply Updates
The Apply Updates option applies all changes checked in by other users to the
local copy of the Project Book.
Note: Before checking out an object, Genesys Agent Scripting automatically
updates the local copy.
•
When you select File > Collaborate > Apply Updates, the dialog box
shown in Figure 27 opens (Build database means Rebuild Project Book).
Figure 27: Apply Updates
•
Click Apply Updates to rebuild the local Project Book with all changes that
you have checked in.
Build Project Book
The option to build a Project Book builds a new copy of a Collaboration
Server-controlled, Genesys Agent Scripting Project Book. You will need to
build a copy of the Project Book for each user of the project and they will be
required to log onto the server before doing any editing with that Project Book.
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While users will have their own Project Books, all changes are stored in the
common Collaboration Server.
Note: The assigned Admin user should not be a business process script
editor. This Admin user is responsible for maintaining users and
building Collaboration mode Project Books.
•
When you select File > Collaborate > Build Project Book, the dialog
box shown in Figure 28 opens. (Note that Build database means Build
Project Book).
Figure 28: Build Project Book
•
Click Setup New Database to create a new copy of the Project Book.
Warning! Make sure that you regularly back up your Project Book files to a
secure location. If you do not make backup copies of your Project
Book files, you will not be able to recover any lost information.
Scan for Errors
Genesys Agent Scripting Project Books can run in either of two modes:
•
Pessimistic mode
•
Optimistic mode
In Pessimistic mode, the Project Book assumes that users are going to do
things that conflict with each other, so the Project Book prevents this from
happening. For example, this mode prevents a user from adding a new
reference to an object that a different user is currently attempting to delete.
In Optimistic mode, the Project Book assumes that users are not going to do
things that conflict with each other. It operates as if these situations are very
rare and not worth the cycle time.
Use the Scan for Errors option to scan the Project Book for any errors that
may occur when the Project Book is running in Optimistic mode.
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•
Using Genesys Agent Scripting Collaboration
When you select File > Collaborate > Scan for Errors, the dialog box
shown in Figure 29 opens.
Figure 29: Scan for Errors
•
Click Scan to check for errors in the Project Book.
Administrate
Use this option to launch Genesys Agent Scripting Collaboration
Administration, which is described in detail in the next section.
Using Genesys Agent Scripting
Collaboration Administration
As a system administrator or business process script developer in a
multiple-user Genesys Agent Scripting environment, you can set up, update,
and manage users and Project Books.
◆
Select File > Collaborate > Administrate to run Collaboration
Administration.
Note: You must be running in Collaboration mode in order to access
Collaboration Administration.
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Login Screen
The Login screen as shown in Figure 30 opens in a web browser when you
launch Collaboration Administration.
Figure 30: Collaboration Administration Login Screen
The first time you open Collaboration Administration, the UserID and Password
are both set to admin. You can change these values later when you update user
information. See “Updating Users” on page 82.
For now: Enter admin in the UserID field, enter admin in the Password field, and
click Login.
The Home screen opens in the web browser as shown in Figure 31 on page 78.
Home Screen
Figure 31 on page 78 shows the Collaboration Administration Home Screen.
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Figure 31: Collaboration Administration Home Screen
Genesys Agent Scripting 7 Collaboration Administration has two main
functions:
•
User maintenance
•
Project Book maintenance
You will click Update Users or Update Servers (Update Servers means Update
Project Books) from the Home screen’s left panel depending on which type of
maintenance function you wish to run.
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Setting Up and Managing Users (Update Users)
This section describes how to set up and manage Genesys Agent Scripting
users who will be sharing Project Books that are converted to Collaboration
mode.
The user maintenance function enables you to add new users or to modify and
deactivate existing ones.
Click Update Users on the left panel to open the screen shown in Figure 32 in a
web browser.
Figure 32: Update Users
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Procedure:
Adding Users
Purpose: The Insert User function enables an Admin user to add new users to
the Admin database.
Start of procedure
1. Click Insert User to open the screen shown in Figure 33 in the web
browser:
Figure 33: Insert User
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2. Enter a value in the UserID field.
This is the UserID to log into Genesys Agent Scripting in Collaboration
mode, or into Genesys Agent Scripting Collaboration Administration. You
can enter up to 100 characters in this field. The value you enter must be
unique.
3. Enter the user’s name in the User Name field.
You can enter up to 200 characters in this field.
4. Enter a password for this user in the Password field.
This is the password to log into Genesys Agent Scripting in Collaboration
mode, or into Genesys Agent Scripting Collaboration Administration. You
can enter up to 100 characters in this field. Any text you enter will be
hidden.
5. If you want this user to have access to Genesys Agent Scripting
Collaboration Administration, select the Admin User check box.
If the check box is not selected, this user can run Genesys Agent Scripting
in Collaboration mode, but will be unable to access Collaboration
Administration.
6. Click Insert User to add the new user to the Genesys Agent Scripting
Admin database.
Your new user is added to the list of user records in the User Table. In the
example shown in Figure 34 on page 82, UserID = 2004, User Name= Sal
Thomas, and the user is active but is not an Admin user.
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Figure 34: New User Added
End of procedure
Procedure:
Updating Users
Purpose: The User Table shown in Figure 34 lists all user accounts. Use the
radio button next to each user to select a specific user account to update,
delete, or activate.
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Start of procedure
1. Click Show All Users to display all active and inactive user accounts.
Inactive user accounts are accounts that were deactivated or deleted. They
are maintained in the Admin database, but the user is unable to log in. See
Figure 35.
Figure 35: Show All Users
2. Select the radio button beside a user record in the User Table that you want
to update.
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When you do this, the user record fields on the screen are populated with
the user’s information, as shown in Figure 36 on page 84.
Figure 36: Update User Information
3. Change any information that you want to update about this user.
To change the UserID, User Name, or Password: edit the appropriate
field.
To give this user administration rights: select the Admin User check
box.


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
Using Genesys Agent Scripting Collaboration
To remove administration rights: clear the Admin User check box.
4. Complete your update by doing one of the following:
Click Update User to register the changes you made into the Admin
database.
Click Delete User to deactivate this user account. The user record
remains in the Admin database, but the user is unable to log in unless
reactivated.
Click Activate User to activate or reactivate a user account that is
currently inactive. In the example shown in Figure 36 on page 84,
clicking Activate User adds a check mark to the Active User check
box and allows this user to regain login rights.



End of procedure
Setting Up and Managing Project Books (Update Servers)
This section describes how to manage Genesys Agent Scripting Project Books
that users will share.
Admin users can lock and unlock Project Books using the Project Book
maintenance portion of Genesys Agent Scripting Collaboration
Administration.
•
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Click Update Servers in the left panel to open the screen shown in
Figure 37 on page 86 in a web browser.
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Figure 37: Update Servers (Project Books)
As you can see in Figure 37, the Server Table contains a list of Project Book
files that have been converted to Collaboration mode; the column Database
Name contains the list of Project Book files. The following characteristics of the
Project Book are provided in the table:
•
Project Book file name
•
Lock mode (Pessimistic or Optimistic)
•
Whether the Project Book is currently locked
•
Whether the Project Book has an exclusive lock (achieved by selecting
File > Lock Exclusive as described earlier)
•
If locked, the user name of the user who has locked the Project Book
Procedure:
Changing the Lock Mode
The Project Book can be locked in one of two ways:
In Pessimistic mode, the Project Book assumes that users are going to do
things that conflict with each other, so the Project Book prevents this from
happening.
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For example, this mode prevents a user from adding a new reference to an
object that a different user is currently attempting to delete.
In Optimistic mode, the Project Book assumes that conflict situations are very
rare and not worth the cycle time.
Note: You cannot change the lock mode if the Project Book is currently
locked or if it has an exclusive lock. You must unlock the Project
Book or release the exclusive lock (select File > Unlock Exclusive)
before you can change the lock mode.
Start of procedure
1. Select the radio button beside the Project Book file in the Server Table
whose properties you want to modify.
2. Click Change Lock Mode.
You must check in all objects before you can change the lock mode. If you
have objects that are checked out, check them in as described in “Check
In” on page 72. If other users have checked out objects, these users must
also check in their items before you can change the lock mode.
Once all items have been checked in, Change Lock Mode will change the Project
Book from Pessimistic mode to Optimistic mode, or vice versa.
End of procedure
Procedure:
Unlocking the Project Book
Selecting the Locked? check box for a Project Book record in the Server Table
places a database-wide lock on that Project Book.
As system administrator or business process script developer with Admin
rights, you can clear this check box. If the Project Book also has an exclusive
lock placed on it, you must release the exclusive lock before you can unlock
the Project Book. Exclusive- lock maintenance is handled from within the
Genesys Agent Scripting application.
Start of procedure
1. Select the radio button beside the Project Book file in the Server Table
whose properties you want to modify.
2. Click Unlock Database to clear the database-wide lock on the currently
selected Project Book.
End of procedure
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Why Unlock a Project Book?
When Genesys Agent Scripting is in the process of checking in or checking out
components, it places a lock on the entire Project Book so that no one else can
make changes to the project book during its operation. Under normal
conditions, this lock is acquired and released automatically. However, if a
user’s machine crashes or the network goes down during the course of a check
in or check out, this global lock might not be released. In these instances, use
Collaboration Administration to manually clear this lock.
Notes: • You should only clear a lock manually if it is apparent that the last
check in or check out failed and is no longer processing.
• Only Project Book-level locks are displayed in the Server Table.
You must administer more specific locks, such as locks on
individual Scripts, Pages, Fields, and so on, through the Genesys
Agent Scripting application.
Exclusive Lock
Selecting the Locked Exclusive? check box for a Project Book record in the
Server Table locks a Project Book for a user’s exclusive use. In this mode, the
user does not have to check out individual records to make changes. However,
the user must check in all changes before releasing the exclusive lock.
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7
Load Balancing and
Failover
This chapter describes the Genesys Agent Scripting load balancing and
failover feature.
Genesys Agent Scripting is able to benefit from load balancing by efficient
agent distribution among available service nodes. In a Load Balancing
configuration, the Failover feature covers automatic switching to a working
service node on node failure.
This chapter contains the following sections:
Load Balancing, page 89
Architecture, page 90
Configuration, page 92
Failover, page 100
Advanced Tunning, page 101





Load Balancing
The Genesys Agent Scripting load balancing feature is supported for
Interaction Workspace client intergation for Tomcat deployments only. The
Apache HTTP Server is configured to use the mod_jk or mod_proxy module for
load balancing. These modules perform load balancing to distribute workload
between Genesys Agent Scripting servers. Genesys Agent Scripting load
balancing implies session affinity, also known as “sticky” sessions.
Session affinity means that as long as the load balancer started a session at a
specific node, all requests are sent back to that same node until the session
ends. On node failure, the session is reinitialized on the available node.
Unsaved session data is lost during the failover switch.
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Architecture
Architecture
This section describes the architecture for single and multiple Apache server
configurations.
Single Apache Server Load Balancing
The Interaction Workspace plug-in sends information to the Apache HTTP
Server which in turn distributes the work load over APJ13 protocol using the
mod_proxy or the mod_jk Apache modules on several Genesys Agent Scripting
Servers. Figure 38 illustrates this architecture.
Figure 38: Single Apache Server Load Balancing Architecture
Multiple Apache Server Load Balancing
The Interaction Workspace plug-in sends information to the Apache HTTP
TOP Server which in turn distributes the work load over HTTP protocol using
the mod_proxy Apache module on several Genesys Agent Scripting Servers.
Figure 39 illustrates this architecture.
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Figure 39: Multiple Apache Server Load Balancing Architecture
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Configuration
Configuration
This section describes how to configure the Apache HTTP Server for load
balancing.
Configuring Load Balancing for a Single Apache HTTP Server
The following procedures describe how to configure load balancing on a single
server.
Procedure:
Prepare the Genesys Agent Scripting Tomcat Server
Purpose: To configure the Tomcat server for Apache load balancing.
Start of procedure
1. Edit the <path to tomcat>\conf\server.xml file, and add the jvmRoute
attribute to the Server/Service/service node—for example, <Engine
name="Catalina" defaultHost="TomcatServer1"
jvmRoute="jvmRouteValueN">.
Note: The value of the jvmRoute attribute must be the same value as the
value in the workers.properties file (see Step 2 on page 94).
2. In the <path to tomcat>\conf\server.xml file, enable the AJP1.3
connector by uncommenting the following line:
<Connector port="ajpPort1" protocol="AJP/1.3"
redirectPort="xxxxx" />
End of procedure
Procedure:
Configure the Apache HTTP Server using the
mod_proxy module
Purpose: To configure a single Apache HTTP Server using the mod_proxy
module for load balancing.
Start of procedure
1. n the <path to Apache>\conf\httpd.conf file, enable (uncomment) the
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following lines:
LoadModule proxy_module modules/mod_proxy.so
LoadModule proxy_ajp_module modules/mod_proxy_ajp.so
LoadModule proxy_balancer_module modules/mod_proxy_balancer.so
2. In the <path to Apache>\conf\mod_proxy.conf file, add the the following
definitions (according to your environment):
ProxyPass /gas balancer://gas-cluster
stickysession=JSESSIONID|jsessionid nofailover=On
ProxyPassReverse /gas balancer://gas-cluster
stickysession=JSESSIONID|jsessionid
<Proxy /gas >
Order deny,allow
Allow from all
</Proxy>
<Proxy balancer://gas-cluster >
BalancerMember ajp://tomcat1.host:28009/gas route=worker1
BalancerMember ajp://tomcat2.host:38009/gas route=worker2
</Proxy>
#Failover
ErrorDocument 500
/error.node.html?script1=gas
ErrorDocument 501
/error.node.html?script1=gas
ErrorDocument 502
/error.node.html?script1=gas
ErrorDocument 503
/error.node.html?script1=gas
ErrorDocument 504
/error.node.html?script1=gas
ErrorDocument 505
/error.node.html?script1=gas
Note: Ports 28009 and 38009 are ajp ports. Worker1 and worker2 are the
jvmroute values of the corresponding Tomcat nodes.
3. Copy the <Genesys Agent Scripting Install Directory>\error.node.html
file to the <path to Apache>\DocumentRoot\ directory.
Procedure:
Configure the Apache HTTP Server using the mod_jk
module
Purpose: To configure a single Apache HTTP Server using the mod_jk module
to achieve maximum load balancing.
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Configuration
Start of procedure
1. In the <path to Apache>\conf\httpd.conf file, add the following
definitions (according to your environment):
<IfModule !mod_jk.c>
LoadModule jk_module modules/mod_jk.so
</IfModule>
JkWorkersFile conf/workers.properties
JkMount
/gas* router
#Failover
ErrorDocument 500
/error.node.html?script1=gas
ErrorDocument 501
/error.node.html?script1=gas
ErrorDocument 502
/error.node.html?script1=gas
ErrorDocument 503
/error.node.html?script1=gas
ErrorDocument 504
/error.node.html?script1=gas
ErrorDocument 505
/error.node.html?script1=gas
2. Create the <path to Apache>\conf\workers.properties file, and enter the
following:
worker.list=router
worker.router.type=lb
worker.router.balance_workers=worker1, worker2, worker3
worker.router.sticky_session=True
worker.router.sticky_session_force=True
worker.worker1.type=ajp13
worker.worker1.host=tomcat1.host
worker.worker1.port=28009
worker.worker2.type=ajp13
worker.worker2.host=tomcat2.host
worker.worker2.port=38009
worker.worker3.type=ajp13
worker.worker3.host=tomcat3.host
worker.worker3.port=48009
Note: Ports 28009, 38009,and 48009 are ajp ports of the corresponding
Tomcat nodes.
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3. Copy the <Genesys Agent Scripting Install Directory>\error.node.html
file to the <path to Apache>\DocumentRoot\ directory
End of procedure
Procedure:
Deploy multiple project books using the mod_proxy
module
Purpose: To configure each proxy server for deployments with several project
books.
Start of procedure
1. In the <path to Apache>\conf\httpd.conf file, enable (uncomment) the
following lines:
LoadModule proxy_module modules/mod_jk.so
2. In the <path to Apache>\conf\mod_proxy file, enter the following for each
project book:
# gas1
ProxyPass /gas1 balancer://gas1-cluster
stickysession=JSESSIONID|jsessionid nofailover=On
ProxyPassReverse /gas1 balancer://gas1-cluster
stickysession=JSESSIONID|jsessionid
<Proxy /gas1 >
Order deny,allow
Allow from all
</Proxy>
<Proxy balancer://gas1-cluster >
BalancerMember ajp://tomcat1.host:28009/gas1 route=worker1
BalancerMember ajp://tomcat2.host:38009/gas1 route=worker2
</Proxy>
# gas2
ProxyPass /gas2 balancer://gas2-cluster
stickysession=JSESSIONID|jsessionid nofailover=On
ProxyPassReverse /gas2 balancer://gas2-cluster
stickysession=JSESSIONID|jsessionid
<Proxy /gas2 >
Order deny,allow
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Allow from all
</Proxy>
<Proxy balancer://gas2-cluster >
BalancerMember ajp://tomcat1.host:28009/gas2 route=worker1
BalancerMember ajp://tomcat2.host:38009/gas2 route=worker2
</Proxy>
#Failover
ErrorDocument 500
/error.node.html?script1=gas1&script2=gas2
ErrorDocument 501
/error.node.html?script1=gas1&script2=gas2
ErrorDocument 502
/error.node.html?script1=gas1&script2=gas2
ErrorDocument 503
/error.node.html?script1=gas1&script2=gas2
ErrorDocument 504
/error.node.html?script1=gas1&script2=gas2
ErrorDocument 505
/error.node.html?script1=gas1&script2=gas2
Note: Ports 28009, and 38009 are ajp ports. Worker1 and worker2 are the
jvmroute values of the corresponding Tomcat nodes.
3. Copy the <Genesys Agent Scripting Install Directory>\error.node.html
file to the <path to Apache>\DocumentRoot\ directory.
Note: Some options of the ProxyPass directive contradicts Genesys
Agent Scripting load balancing which prevents proper
functioning. For example, the lbmethod (not mentioned in this
chapter) has a default value of byrequests. It is recommended not
to change this default value.
End of procedure
Procedure:
Compile and assign the Genesys Agent Scripting
Script
Start of procedure
1. Create a separate Target Environment item for each Genesys Agent
Scripting server. Use the Genesys Agent Scripting server URL as the
Target URL, and as the value for the XMLServerURL attribute on the
Configuration File tab.
2. Compile the script for each Genesys Agent Scripting server separately.
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Configuration
Note: Before using, Tomcat compiles the JSP pages into servlets
automatically with the first page request. Because this task can
take some time, Genesys recommends pre-compiling the JSP
pages using the Genesys Agent Scripting Studio Main Menu >
Compile > Compile > Try to pre-compile jsp pages option.
3. Create a Target Environment item for the Apache HTTP Server. Use the
Apache Server URL as the Target URL. Use this target during the
deployment of Assignment rules in the Genesys Studio Main Menu >
Compile > Assignment Rules > Deployment Settings > Environment list
box.
Note: Each Genesys Agent Scripting node must have a unique
application name in Configuration Manager.
End of procedure
Configuring Load Balancing for Multiple Apache Servers
The following procedures describe how to configure load balancing on
multiple Apache Servers.
Note: Multiple Apache configuration is supported with the mod_proxy
module only.
Deployment Guide
97
Chapter 7: Load Balancing and Failover
Configuration
Procedure:
Configure the Apache server
Purpose: To configure load balancing for multiple Apache HTTP Servers.
Prerequisites
•
Configure the Genesys Agent Scripting Tomcat servers (see Procedure:
Prepare the Genesys Agent Scripting Tomcat Server, on page 92).
Start of procedure
1. Configure the Apache HTTP Servers, see “Configure the Apache HTTP
Server using the mod_proxy module” on page 92, Steps 1 to 2.
2. Edit the <path to Apache>\conf\httpd.conf file, and specify additional
port listeners that are used to configure the Apache HTTP TOP server:
Listen portWorker1
Listen portWorker2
Listen portWorkerN
Note: The total number of port listeners should not be less than the
number of Tomcat servers.
End of procedure
Procedure:
Configure the Apache HTTP TOP Server using the
mod_proxy module
Purpose: To configure the Apache HTTP TOP server.
Start of procedure
1. Edit the <path to Apache>\conf\httpd.conf file and enable (uncomment)
the following lines:
LoadModule proxy_module modules/mod_proxy.so
LoadModule proxy_ajp_module modules/mod_proxy_ajp.so
LoadModule proxy_balancer_module modules/mod_proxy_balancer.so
LoadModule proxy_http_module modules/mod_proxy_http.so
98
Genesys Agent Scripting 8.1
Chapter 7: Load Balancing and Failover
Configuration
2. Edit the <path to Apache>\conf\mod_proxy.conf file, and add the
following:
ProxyPass /gas balancer://gas-cluster
stickysession=JSESSIONID|jsessionid nofailover=On
ProxyPassReverse /gas balancer://gas-cluster
stickysession=JSESSIONID|jsessionid
<Proxy /gas >
Order deny,allow
Allow from all
</Proxy>
<Proxy balancer://gas-cluster >
BalancerMember http://apache.node1.host:8380/gas route=worker1
BalancerMember http://apache.node1.host:8381/gas route=worker2
BalancerMember http://apache.node2.host:8480/gas route=worker3
BalancerMember http://apache.node2.host:8481/gas route=worker4
</Proxy>
#Failover
ErrorDocument 500
/error.node.html?script1=gas
ErrorDocument 501
/error.node.html?script1=gas
ErrorDocument 502
/error.node.html?script1=gas
ErrorDocument 503
/error.node.html?script1=gas
ErrorDocument 504
/error.node.html?script1=gas
ErrorDocument 505
/error.node.html?script1=gas
Note: Ports 8380, 8381, 8480, and 8481 are the ports of corresponding the
Apache HTTP server nodes. worker1, worker2, worker3, and
worker4 are the jvmroute values of the corresponding Tomcat
nodes.
3. Copy the <Genesys Agent Scripting Install Directory>\error.node.html
file to the <path to Apache>\DocumentRoot\ directory
End of procedure
Deployment Guide
99
Chapter 7: Load Balancing and Failover
Failover
Procedure:
Compile and assign the Genesys Agent Scripting
Script
Start of procedure
1. Compile the Genesys Agent Scripting script, see “Compile and assign the
Genesys Agent Scripting Script” on page 96, Steps 1 and 2.
2. Create a Target Environment item for the Apache HTTP Server. Use the
Apache HTTP TOP Server URL as the Target URL. Use this target during
the deployment of Assignment rules in the Genesys Studio Main Menu >
Compile > Assignment Rules > Deployment Settings > Environment list
box.
.
Note: Each Genesys Agent Scripting node must have a unique
application name in Configuration Manager.
End of procedure
Configuring the Genesys Agent Scripting Studio
To increase the speed of Genesys Agent Scripting page delivery, early jsp file
pre-complication is available.
Procedure:
Enable Faster Runtime Execution
1. Launch the Genesys Agent Scripting Studio.
2. Select Compile.
3. Under Options, select Try to pre-compile jsp pages.
End of procedure
Failover
Failover is supported by using multiple Apache configuration and Tomcat node
failover. Failover configuration is covered by Load Balancing configuration as
described in the “Configuration” on page 92 section.
The following options in the Apache module configuration are required for
100
Genesys Agent Scripting 8.1
Chapter 7: Load Balancing and Failover
Advanced Tunning
failover support (which allows the client to re initiate session):
•
nofailover=On (for the mod_proxy method)
•
worker.router.sticky_session_force=True (for the mod_jk method)
Server error handling is done by by pathing through error.node.html
according to following defenitions in the httpd.conf file:
#Failover
ErrorDocument 500
/error.node.html?script1=gas
ErrorDocument 501
/error.node.html?script1=gas
ErrorDocument 502
/error.node.html?script1=gas
ErrorDocument 503
/error.node.html?script1=gas
ErrorDocument 504
/error.node.html?script1=gas
ErrorDocument 505
/error.node.html?script1=gas
Advanced Tunning
This section provides advanced tuning examples.
Configuring Apache Capacity
Edit the Apache HTTP Server configuration file httpd.conf, which is located
in the <path to apache>/conf/ subdirectory.
Modify the following values:
For Windows:
For Linux:
Deployment Guide
<IfModule mpm_winnt.c>
ThreadLimit 5000 (can be set up to 15000)
ThreadsPerChild 5000 (can be set up to ThreadLimit)
MaxRequestsPerChild 0
</IfModule>
<IfModule prefork.c>
ServerLimit 5000 (can be set up to 20000)
MaxClients 5000 (can be set up to ServerLimit)
MaxRequestsPerChild 0
</IfModule>
101
Chapter 7: Load Balancing and Failover
102
Advanced Tunning
Genesys Agent Scripting 8.1
Appendix
Genesys Integration with
the ASPX Platform
Genesys Agent Scripting 8.1 supports Genesys integration with the ASPX
platform. You can create an ASPX target environment for a Project Book with
the Genesys Agent Interaction Toolkit.
Please note these requirements:
•
To work within the Genesys environment, ASPX business process scripts
created with the Genesys Agent Interaction Toolkit require Genesys
Integration Server version 7.2 or later.
•
For release 7.2, new configuration fields for ASPX target environments
were added:
G_NETServer_PrimaryHost
G_NETServer_PrimaryPort
G_NETServer_BackupHost
G_NETServer_BackupPort




To compile a Project Book for the ASPX target environment, you must
populate these fields with the appropriate information about Genesys
Integration Server, which is used by ASPX business process scripts.
These fields appear on the Configuration File tab. To access them, choose
Target Environment from the Compile menu, then select (or create) an
ASPX target environment, and click on the Configuration File tab.
For detailed information about Genesys Integration Server, refer to the
Genesys Integration Server Deployment Guide.
Deployment Guide
103
Appendix : Genesys Integration with the ASPX Platform
104
Genesys Agent Scripting 8.1
Supplements
Related Documentation
Resources
The following resources provide additional information that is relevant to this
software. Consult these additional resources as necessary.
Genesys Agent Scripting
•
Genesys Agent Scripting 8.1 Help, which explains how to use Genesys
Agent Scripting and its associated components.
•
Genesys Agent Scripting 8.1 User Guide, which explains how to use
Genesys Agent Scripting and its associated components.
•
Release Notes and Product Advisories for this product, which are available
on the Genesys Technical Support website at
http://genesys.com/customer-care.
Genesys Agent Desktop
•
Genesys Agent Desktop 7.6 Deployment Guide, which explains how to
install and configure Genesys Agent Desktop and its associated
components.
Interaction Workspace
•
Interaction Workspace 8.1 Deployment Guide, an online wiki that explains
how to install and configure Interaction Workspace and its associated
components.
Genesys
•
Deployment Guide
Genesys Glossary provides a comprehensive list of the Genesys and
computer-telephony integration (CTI) terminology and acronyms used in
this documentGenesys Migration Guide, which ships on the Genesys
105
Related Documentation Resources
Documentation Library DVD, provides documented migration strategies
for Genesys product releases. Contact Genesys Technical Support for more
information.
Information about supported hardware and third-party software is available on
the Genesys Documentation website in the following documents:
•
Genesys Supported Operating Environment Reference Guide
•
Genesys Supported Media Interfaces Reference Manual
Consult the following additional resources as necessary:
•
Genesys Hardware Sizing Guide, which provides information about
Genesys hardware sizing guidelines for the Genesys 8.x releases.
•
Genesys Interoperability Guide, which provides information on the
compatibility of Genesys products with various Configuration Layer
Environments; Interoperability of Reporting Templates and Solutions; and
Gplus Adapters Interoperability.
•
Genesys Licensing Guide, which introduces you to the concepts,
terminology, and procedures that are relevant to the Genesys licensing
system.
For additional system-wide planning tools and information, see the
release-specific listings of System Level Documents on the Genesys
Documentation website.
Genesys product documentation is available on the:
106
•
Genesys Technical Support website at http://genesys.com/customer-care.
•
Genesys Documentation website at http://docs.genesys.com/.
•
Genesys Documentation Library DVD which you can order by e-mail from
Genesys Order Management at orderman@genesys.com.
Genesys Agent Scripting 8.1
Document Conventions
Document Conventions
This document uses certain stylistic and typographical
conventions—introduced here—that serve as shorthands for particular kinds of
information.
Document Version Number
A version number appears at the bottom of the inside front cover of this
document. Version numbers change as new information is added to this
document. Here is a sample version number:
80fr_ref_06-2008_v8.0.001.00
You will need this number when you are talking with Genesys Technical
Support about this product.
Screen Captures Used in This Document
Screen captures from the product graphical user interface (GUI), as used in this
document, may sometimes contain minor spelling, capitalization, or
grammatical errors. The text accompanying and explaining the screen captures
corrects such errors except when such a correction would prevent you from
installing, configuring, or successfully using the product. For example, if the
name of an option contains a usage error, the name would be presented exactly
as it appears in the product GUI; the error would not be corrected in any
accompanying text.
Type Styles
Table 1 describes and illustrates the type conventions that are used in this
document.
Deployment Guide
107
Document Conventions
Table 1: Type Styles
Type Style Used For
Examples
Italic
Please consult the Genesys Migration
Guide for more information.
• Document titles
• Emphasis
• Definitions of (or first references to)
unfamiliar terms
• Mathematical variables
Do not use this value for this option.
A customary and usual practice is one
that is widely accepted and used within a
particular industry or profession.
Also used to indicate placeholder text within
code samples or commands, in the special case The formula, x +1 = 7
where angle brackets are a required part of the where x stands for . . .
syntax (see the note about angle brackets on
page 108).
Monospace
font
All programming identifiers and GUI
elements. This convention includes:
Select the Show variables on screen
check box.
(Looks like
teletype or
• The names of directories, files, folders,
configuration objects, paths, scripts, dialog
boxes, options, fields, text and list boxes,
operational modes, all buttons (including
radio buttons), check boxes, commands,
tabs, CTI events, and error messages.
In the Operand text box, enter your
formula.
typewriter
text)
• The values of options.
• Logical arguments and command syntax.
• Code samples.
Also used for any text that users must
manually enter during a configuration or
installation procedure, or on a command line.
Click OK to exit the Properties dialog
box.
T-Server distributes the error messages in
EventError events.
If you select true for the
inbound-bsns-calls option, all
established inbound calls on a local agent
are considered business calls.
Enter exit on the command line.
Square
A particular parameter or value that is optional smcp_server -host [/flags]
brackets ([ ]) within a logical argument, a command, or
some programming syntax. That is, the
presence of the parameter or value is not
required to resolve the argument, command, or
block of code. The user decides whether to
include this optional information.
Angle
brackets
(< >)
A placeholder for a value that the user must
specify. This might be a DN or a port number
specific to your enterprise.
smcp_server -host <confighost>
Note: In some cases, angle brackets are
required characters in code syntax (for
example, in XML schemas). In these cases,
italic text is used for placeholder values.
108
Genesys Agent Scripting 8.1
Index
Symbols
[] (square brackets). . . . . . . . . . . . . . 108
< > (angle brackets) . . . . . . . . . . . . . 108
A
Active Server Pages . . . . . . . . . . . . . 33
Adding Users . . . . . . . . . . . . . . . . . 80
Administrate . . . . . . . . . . . . . . . . . 76
angle brackets . . . . . . . . . . . . . . . . 108
Apache Tomcat. . . . . . . . . . . . . 15, 34, 35
installing . . . . . . . . . . . . . . . . . . . 36
Apply Updates . . . . . . . . . . . . . . . . 74
ASP . . . . . . . . . . . . . . . . . . . .15, 33
audience, for document . . . . . . . . . . . 10
B
Backup . . . . . . . . . . . . . . . . . . . . 54
brackets
angle. . . . . . . . . . . . . . . . . . . . 108
square . . . . . . . . . . . . . . . . . . . 108
Build Project Book . . . . . . . . . . . . . . 74
C
Changing the Lock Mode. . . . . . . . . . . 86
Check In . . . . . . . . . . . . . . . . . .70, 72
Check In / Check Out . . . . . . . . . . . . 16
Check Out . . . . . . . . . . . . . . . . . . 73
Collaboration Administration . . . . . . 16, 77, 88
Collaboration Check Out . . . . . . . . . . . 74
Collaboration mode . . . . . . 53, 57, 64, 69, 76
converting to. . . . . . . . . 55, 58, 62, 65, 68
JSP . . . . . . . . . . . . . . . . . . . . . 37
Collaboration Server . . . . . . . . . . 34, 35, 54
creating a folder . . . . . . . . . . . . . . . 55
JSP . . . . . . . . . . . . . . . . . . . 31, 54
commenting on this document . . . . . . . . 10
Deployment Guide
Compiler . . . . . . . . . . . . . . . . . . . . 15
Compiling and Running Scripts
ASP . . . . . . . . . . . . . . . . . . . . . 33
JSP . . . . . . . . . . . . . . . . . . . . . 34
Connection String File . . . . . . . . . . . . . 54
conventions
in document . . . . . . . . . . . . . . . . 107
type styles. . . . . . . . . . . . . . . . . 108
Converting Project Books
preparation . . . . . . . . . . . . . . . . . 53
D
Defining Specific Parameters . . . . . . . . . 22
Deploying Applications Under Tomcat . . . . . 36
Development Environment. . . . . . . . . . . 15
Directions . . . . . . . . . . . . . . . . . . . 22
document
audience . . . . . . . . . . . . . . . . . . 10
conventions . . . . . . . . . . . . . . . . 107
errors, commenting on . . . . . . . . . . . 10
version number . . . . . . . . . . . . . . 107
E
Editor . . . . . . . . . . . . . . . . . . . . . 15
Exclusive Lock . . . . . . . . . . . . . . . . . 88
F
Find Server . . . . . . . . . . . . . . . . . . 58
font styles
italic . . . . . . . . . . . . . . . . . . . . 108
monospace . . . . . . . . . . . . . . . . 108
G
Genesys Agent Scripting
Collaboration Administration 76, 77, 78, 81, 85
109
Index
Help . . . . . . . . . . . . . . . . . . . . . 27
installing . . . . . . . . . . . . . . . . . . . 25
overview . . . . . . . . . . . . . . . . . . . 13
starting. . . . . . . . . . . . . . . . . . 27, 56
Genesys Agent Scripting Applications with Active
Server Pages.NET (ASPXs). . . . . 33
Genesys Agent Scripting overview. . . . . . . 9
Graphical design mode. . . . . . . . . . . . 15
Help . . . . . . . . . . . . . . . . . . . . . 27
Home screen . . . . . . . . . . . . . . . . . 77
Optimistic mode . . . . . . . . . . . . . . 75, 87
overview . . . . . . . . . . . . . . . . . . 9, 13
Pessimistic mode . . . . . . . . . . . . . 75, 86
Project Books . . . . . . . . . . . . . . . . . 69
R
I
Insert User . . . . . . . . . . . . . . . .
Installing Apache Tomcat. . . . . . . . .
Installing the Java 2 Enterprise
Edition v1.4 SDK . . . . . . . .
Installing WebSphere Application Server
intended audience . . . . . . . . . . . .
italics . . . . . . . . . . . . . . . . . . .
. . 80
. . 36
.
.
.
.
. 35
. 37
. 10
. 108
J
J2EE SDK . . . . . . . . . . . . . . . . .34, 35
installing . . . . . . . . . . . . . . . . . . . 35
Java 2 Enterprise Edition v1.4 SDK . . . .34, 35
installing . . . . . . . . . . . . . . . . . . . 35
Java Server Pages . . . . . . . . . . . . .34, 35
JSP . . . . . . . . . . . . . . . . . 15, 34, 35, 54
L
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
.
89
70
70
77
M
Managing Project Books . . . . . . . . . . . 85
Managing users . . . . . . . . . . . . . . . 69
Microsoft IIS . . . . . . . . . . . . . . 15, 33, 34
Microsoft Visio 2003 Professional . . . . . . 33
Migration of Database Interfaces that Use
Stored Procedures . . . . . . . . . 22
monospace font . . . . . . . . . . . . . . . 108
MySQL . . . . . . . . . . . . . . . . . . .35, 37
Database Server . . . . . . . . . . . . 35, 37
Database Server, installing . . . . . . . . . 37
Database Server, using command line . . . 38
110
O
P
H
load balancing . . . . . . . . . .
Lock Exclusive . . . . . . . . . .
Lock Exclusive/Unlock Exclusive.
Login . . . . . . . . . . . . . . .
MySQL Connector/J Driver
installing. . . . . . . . . . . . . . . . . . . 39
Requirements . . . . . . . . . . . . . . . . . 19
Runtime engine . . . . . . . . . . . . . . . . 15
S
Scan for Errors. . . . . . . . . . . . . . . . . 75
Scripting Editor. . . . . . . . . . . . . . . . . 15
scripts
deploying for ASP . . . . . . . . . . . . . . 33
Server Table . . . . . . . . . . . . . . . . . . 86
Setting Up and Managing Users . . . . . . . . 79
Simulate mode . . . . . . . . . . . . . . . . . 15
Special Considerations for Oracle
Databases . . . . . . . . . . . . . . 23
SQL Types . . . . . . . . . . . . . . . . . . . 23
square brackets . . . . . . . . . . . . . . . 108
Supporting applications . . . . . . . . . . . . 31
installing, JSP . . . . . . . . . . . . . . . . 35
T
Tomcat . . . . . . . . . . . . . . . . . 15, 34, 35
installing. . . . . . . . . . . . . . . . . . . 36
Tree-Structured Design Mode . . . . . . . . . 15
type styles
conventions . . . . . . . . . . . . . . . . 108
italic . . . . . . . . . . . . . . . . . . . . 108
monospace . . . . . . . . . . . . . . . . 108
typographical styles . . . . . . . . . . 107, 108
U
Unlock Database. . . . . . . . . . . . . . . . 87
rationale . . . . . . . . . . . . . . . . . . . 88
Unlock Exclusive. . . . . . . . . . . . . . . . 70
Unlocking the Project Book . . . . . . . . . . 87
Update Project Books . . . . . . . . . . . . . 85
Update Servers . . . . . . . . . . . . . . . . 85
Genesys Agent Scripting 8.1
Index
Update Users. . . . . . . . . . . . . . . . .
Updating Users. . . . . . . . . . . . . . . .
Upgrading a MySQL Database from Genesys
Agent Scripting Version 7.0.0 . . . .
upgrading, from 7.0.0 to 7.0.1 . . . . . . . .
User Table . . . . . . . . . . . . . . . . . .
Using a WebSphere Application Server
for the Collaboration Server. . . . .
79
82
40
40
82
64
V
version numbering, document . . . . . . . . 107
W
web server
starting. . . . . . . . . . . . . . . . . . . . 56
WebSphere. . . . . . . . . . . . . . . . . . 35
WebSphere Application Server for Genesys
Agent Scripting . . . . . . . . . . . 15
WebSphere Application Server for JSP . . . 34
WebSphere Application Server Installation . 37
Deployment Guide
111
Index
112
Genesys Agent Scripting 8.1
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