Genesys 8.1 intelligent Workload Distribution Deployment Guide
Reklama
Reklama
intelligent Workload Distribution 8.1
Deployment Guide
The information contained herein is proprietary and confidential and cannot be disclosed or duplicated without the prior written consent of Genesys Telecommunications Laboratories, Inc.
Copyright © 2010–2015 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys is the world's leading provider of customer service and contact center software—with more than 4,000 customers in 80 countries. Drawing on its more than 20 years of customer service innovation and experience,
Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to effectively drive today’s customer conversation. Genesys software directs more than 100 million interactions every day, maximizing the value of customer engagement and differentiating the experience by driving personalization and multi-channel customer service—and extending customer service across the enterprise to optimize processes and the performance of customer-facing employees. Go to www.genesys.com
for more information.
Each product has its own documentation for online viewing at the Genesys Documentation website or on the
Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales representative.
Notice
Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors.
Changes and/or corrections to the information contained in this document may be incorporated in future versions.
Your Responsibility for Your System’s Security
You are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility. Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders.
The Crystal monospace font is used by permission of Software Renovation Corporation, www.SoftwareRenovation.com
.
Technical Support from VARs
If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support.
Customer Care from Genesys
If you have purchased support directly from Genesys, please contact Genesys Customer Care . Before contacting
Customer Care, please refer to the
Genesys Care Support Guide for On-Premises
for complete contact information and procedures.
Ordering and Licensing Information
Complete information on ordering and licensing Genesys products can be found in the
Genesys Licensing Guide.
Released by
Genesys Telecommunications Laboratories, Inc. www.genesys.com
Document Version: 81iwd_dep_05-2015_v8.1.10
2.00
Table of Contents
List of
Procedures
Preface
Chapter 1
Chapter 2
About intelligent Workload Distribution.................................................... 13
Support for eServices and Third Party Media Servers ....................... 14
Integration with Genesys Rules System ............................................. 15
Support for Workforce Management................................................... 15
Making Comments on This Document .................................................... 16
Contacting Genesys Customer Care....................................................... 16
New in Document Version 8.1.101.00 ................................................ 16
intelligent Workload Distribution Overview ....................................... 17
intelligent Workload Distribution Features ............................................... 17
Capturing Tasks from Multiple Sources .............................................. 17
Prioritization of Tasks.......................................................................... 19
Reprioritization of Tasks...................................................................... 20
Centralized Logging............................................................................ 22
iWD Business Process (IWDBP) ............................................................. 28
iWD Best Practices............................................................................... 31
Review Messaging Between the Source System and iWD ................ 31
Deployment Guide 3
Table of Contents
Chapter 3
Map Out Complete Task Flow or State Model .................................... 31
Don’t Forget About the Desktop ......................................................... 32
Selecting the Appropriate Capture Point ............................................ 32
Proper Use of Extended Attributes ..................................................... 33
Optimizing the Use of Custom Attributes............................................ 33
Business Rules Configuration ................................................................. 34
Use Custom Rule Templates .............................................................. 34
Design of Rules Hierarchy .................................................................. 35
Use Prioritization Ranges ................................................................... 35
Do Not Reprioritize Interactions Frequently........................................ 36
Use Event Log Filtering ...................................................................... 37
Align Business Structure and Business Requirements....................... 38
Consider Using Multiple iWD Tenants ................................................ 38
Load Balance BCMS and GRE in High Volume Deployments ........... 38
Multiple Application Server Instances................................................. 39
Task Distribution and Routing.................................................................. 39
Use Scheduling in the Queue Views................................................... 39
Use Segmented Views to Keep Agents Busy ..................................... 40
Use Triggers in the Routing Strategy.................................................. 40
Avoid Looping in Strategies ................................................................ 41
Consider Pull Versus Push Task Distribution...................................... 41
Deployment Overview .......................................................................... 43
Database Preparation......................................................................... 44
Application Installation ........................................................................ 44
System Configuration Overview .............................................................. 45
Modules and Components.................................................................. 46
Runtime Nodes ................................................................................... 47
Business Logic Configuration Overview .................................................. 47
Departments and Processes .............................................................. 48
Business Calendars............................................................................ 52
4 intelligent Workload Distribution 8.1
Table of Contents
Chapter 4
Task Summary: Installing iWD 8.1........................................................... 53
Installation Prerequisites..................................................................... 56
Configuration of Application Servers .................................................. 57
Genesys Rules System Installation ......................................................... 65
Configuring Genesys Rules System for Use with iWD ....................... 65
iWD Runtime Node Installation................................................................ 66
iWD Manager Installation ........................................................................ 72
iWD Configuration Database Preparation........................................... 73
iWD Manager Installation.................................................................... 74
Enabling ADDP Connections Between iWD and the Genesys Suite ...... 85
Enabling/Disabling ADDP for iWD Manager Application .................... 85
Enabling/Disabling ADDP for iWD Runtime Node .............................. 85
iWD Manager on Solaris..................................................................... 91
Post-Installation Steps When Using WebSphere Application
Integrated Capture Points........................................................................ 95
Installing iWD Integrated Capture Points............................................ 95
Moving from Legacy iWD Capture Points to Integrated
Capture Points ................................................................................ 95
Mapping Native iWD Task Actions to Native Interaction
Server Message Operations ........................................................... 95
Creating a New Task or Interaction..................................................... 96
Updating, Completing, Canceling, or Restarting a Task/Interaction ... 97
Mandatory Interaction Properties........................................................ 97
Other Information About Capture Points To Consider ........................ 98
Importing iWD Configuration XML Files .................................................. 99
Creating the Tenant and Solution .......................................................... 100
Enabling/Disabling ADDP for BCMS ................................................ 115
Installation of iWD Stat Extensions........................................................ 115
Stat Server Configuration Options .................................................... 116
Link with Genesys Configuration Server ............................................... 117
Interaction Server Databases and Related
Configuration Options ....................................................................... 123
enable-revoke-from-agent ................................................................ 124
Preparing iWD For Use With Genesys Social Engagement.................. 124
Deployment Guide 5
Table of Contents
Chapter 5
General Conditions for Configuring an iWD Manager User.............. 129
iWD Manager User Interface ............................................................ 132
Navigation Panel............................................................................... 134
Unsaved Changes ............................................................................ 139
Import and Export ............................................................................. 144
Managed Tenant Details ................................................................... 155
Lookup Tables................................................................................... 156
Modules and Components..................................................................... 162
Metric Templates............................................................................... 164
Runtime Nodes ................................................................................. 168
Configure Interaction Custom Properties.......................................... 175
Change History ................................................................................. 176
Core iWD Services ........................................................................... 178
Reporting Services ........................................................................... 179
Workforce Management.................................................................... 181
Recommended Order of Configuration for iWD Services ................. 181
Service Log Levels ........................................................................... 182
Logging Service ................................................................................ 183
Configuration Server Connector Service .......................................... 184
Interaction Server Connector Service............................................... 185
Business Context Management Service........................................... 187
Generic Capture Point Service ......................................................... 188
Database Service ............................................................................. 188
Statistics Adapter.............................................................................. 190
6 intelligent Workload Distribution 8.1
Table of Contents
Chapter 6
Chapter 7
Chapter 8
Data Mart ETL Services.................................................................... 193
Configuration of iWD Current-Day Statistics in CCPulse+................ 198
Workforce Management Connector Service ..................................... 200
Departments and Processes ................................................................. 202
Department Details ........................................................................... 203
Process Details................................................................................. 204
Solution User Access........................................................................ 207
Push To Rules System...................................................................... 207
iWD and the Genesys Rules System ................................................ 209
Introduction To Genesys Rules System................................................. 209
Custom Rule Template Conditions and Actions................................ 215
About the iWD Standard Rules Template ......................................... 217
Changes in Archiving in iWD Release 8.1.1 ..................................... 229
Logging into the Genesys Rules Authoring Tool............................... 229
Rules Overview................................................................................. 237
Decision Tables................................................................................. 239
Rule Evaluation Order ...................................................................... 246
Task Monitoring................................................................................. 249
Task Operations................................................................................ 255
Configuring Custom Attributes.......................................................... 258
High Availability for iWD Components .............................................. 266
Configuring Multiple Business Context Management Services ............. 266
Primary/Backup Configuration .......................................................... 267
Load Balancing Configuration........................................................... 267
Deploying Services on Multiple Runtime Nodes.................................... 268
Deployment Guide 7
Table of Contents
Appendix A
Appendix B
Interaction Server Redundancy ............................................................. 269
Task Attributes and Interaction Properties...................................... 271
Interaction Custom Properties ............................................................... 275
Legacy iWD Capture Point Services................................................. 277
Installing and Configuring Legacy iWD Capture Points......................... 278
Legacy Capture Point Service Details ................................................... 281
Web Service Capture Point............................................................... 281
XML File Capture Point..................................................................... 283
Database Capture Point ................................................................... 285
TaskUpdated..................................................................................... 304
TaskDistributedQueue ...................................................................... 305
TaskAssigned.................................................................................... 305
CompleteTask ................................................................................... 306
TaskCompleted ................................................................................. 306
ResumeTask ..................................................................................... 308
TaskResumed ................................................................................... 308
TaskRestarted................................................................................... 309
TaskCanceled ................................................................................... 310
8 intelligent Workload Distribution 8.1
Table of Contents
Appendix C
iWD Business Process (IWDBP) ....................................................... 313
Software Requirements ......................................................................... 313
Configuration of List Objects ................................................................. 314
Iwd_Package_List............................................................................. 316
iWD Business Process .......................................................................... 317
Classification Strategy ...................................................................... 320
Prioritization Strategy........................................................................ 327
Distribution Strategy ......................................................................... 333
Mark Interaction as Done Strategy ................................................... 338
Removal Strategy ............................................................................. 341
Modifying the iWD Business Process.................................................... 342
Appendix D
Adapting the iWD Business Process for Standard
Genesys Channels ....................................................................... 343
Adapting IWDBP to Serve E-mail Interactions ...................................... 343
Adding Required Properties to Interactions ...................................... 343
Example 2—Departments and Processes........................................ 357
Appendix E
iWD Rules and Existing Business Processes ................................. 367
Using iWD Rules in Existing Business Processes................................. 367
Supplements
Related Documentation Resources ................................................... 377
Document Conventions ...................................................................... 379
Index
Deployment Guide 9
Table of Contents
10 intelligent Workload Distribution 8.1
Deployment Guide
List of Procedures
Using Solution Control Interface or Genesys
Administrator to start/stop the application server . . . . . . . . . . . . . . . 59
Installing Interaction Server and its databases. . . . . . . . . . . . . . . . . . . . 62
Installing the iWD Runtime Node (Windows) . . . . . . . . . . . . . . . . . . . . . 67
Installing the iWD Runtime Node with Tomcat (UNIX) . . . . . . . . . . . . . . 69
Installing the iWD Runtime Node with Websphere (UNIX). . . . . . . . . . . 70
Associating a Person’s account with the iWD Runtime
Node application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Creating the iWD Configuration database . . . . . . . . . . . . . . . . . . . . . . . 73
Installing iWD Manager (Windows) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Installing iWD Manager with Tomcat (UNIX) . . . . . . . . . . . . . . . . . . . . . 79
Installing iWD Manager with Websphere (UNIX) . . . . . . . . . . . . . . . . . . 81
Enabling/disabling ADDP for the iWD Manager application . . . . . . . . . . 85
Enabling/disabling ADDP for the iWD Runtime node . . . . . . . . . . . . . . . 85
Installing iWD Data Mart (Windows). . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Installing iWD Data Mart with Tomcat (UNIX) . . . . . . . . . . . . . . . . . . . . 87
Installing iWD Data Mart with Websphere (UNIX) . . . . . . . . . . . . . . . . . 89
Creating the iWD Data Mart Database . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Building WAR archives for iWD Manager and iWD
Runtime Node (Windows). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Building WAR archives for iWD Manager and iWD
Runtime Node (UNIX). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Import default configuration XML files into iWD Manager . . . . . . . . . . . 99
Creating an iWD Tenant and iWD Solution in iWD Manager . . . . . . . . 100
Installing the iWD Setup Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Using the iWD Setup Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Enabling/Disabling ADDP for Business Context
Management Services (BCMS) . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Installing the iWD Stat Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Creating services in iWD Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Configuring logging for iWD Manager and iWD Runtime Node . . . . . . 120
11
List of Procedures
Configuring Distribution Points as Lookup Tables . . . . . . . . . . . . . . . . 157
Configuring CCPulse+ for iWD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Creating a CCPulse+ template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Configuring iWD to work with WFM . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Importing the iWD Standard Rules Template into the Genesys Rules
Development tool and publishing it to the Rules repository . . . . . . 212
Creating a custom rule template to use with iWD. . . . . . . . . . . . . . . . . 214
Configuring iWD tenant and user for Rules Authoring Tool access . . . 230
Configuring Genesys Rules Authoring Tool User
Access Control to iWD Business Structure. . . . . . . . . . . . . . . . . . . 232
Push iWD Business Structure to the Genesys Rules System . . . . . . . 233
Creating a New Rule Package . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Defining a decision table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Adding new database column(s) and Interaction
Custom Property for each Custom Attribute. . . . . . . . . . . . . . . . . . 259
Editing the iWD Manager’s Resource File . . . . . . . . . . . . . . . . . . . . . . 261
Deploying Services on multiple Runtime Nodes. . . . . . . . . . . . . . . . . . 268
Configuring a custom interaction property . . . . . . . . . . . . . . . . . . . . . . 276
Creating a new Capture Point service under your iWD Solution . . . . . 280
12 intelligent Workload Distribution 8.1
Preface
Welcome to the intelligent Workload Distribution 8.1 Deployment Guide. This document describes how to install and configure intelligent Workload
Distribution (iWD).
This document is valid for 8.1.x releases of this product.
Note:
For versions of this document created for other releases of this product, visit the Genesys
Customer Care website, or request the
Documentation Library DVD, which you can order by e-mail from
Genesys Order Management at [email protected]
.
This preface contains the following sections:
About intelligent Workload Distribution, page 13
Making Comments on This Document, page 16
Contacting Genesys Customer Care, page 16
For information about related resources and about the conventions that are
used in this document, see the supplementary material starting on page 377 .
About intelligent Workload Distribution
intelligent Workload Distribution (iWD) is an application that works with the
Genesys Customer Interaction Management (CIM) Platform to distribute tasks to the resources that are best suited to handle them. It is a collection of software components for:
•
Capturing tasks from various enterprise work sources.
•
Applying business rules to classify, prioritize, and reprioritize the tasks.
•
Routing the tasks to agents or knowledge workers in the enterprise.
•
Monitoring and reporting on the intraday and historical status of the tasks and the task handling.
Deployment Guide 13
Preface About intelligent Workload Distribution iWD creates an enterprise-wide task list, or “Global Task List” that is centrally managed and prioritized. As such, it provides visibility for business analysts into the backlog of tasks that have yet to be completed, as well as the status of in-progress and completed tasks.
iWD provides a user interface that is designed specifically for business users—giving them access to not only the Global Task List, but also to a user interface that allows them to author business rules that describe the policies of the enterprise. For example, the business rules can be used to determine what priority and due date should be given to a task that has a specific set of attributes.
Starting with iWD 8.1, business rules are authored and deployed in the
Genesys Rules Authoring Tool, which is part of the Genesys Rules System.
The Genesys Rules System is a set of components that provide business rules functionality for iWD and other Genesys solutions.
Support for eServices and Third Party Media Servers
The iWD 8.1 components work together with Interaction Server and the
Genesys Rules System to make up the iWD Solution. Interaction Server is an integral component for iWD, whereas formerly it was solely a component of the Genesys eServices solution (formerly called Multimedia). iWD 8.1 uses the Interaction Server database to store task information, whereas the 7.6.1 release of iWD used a separate iWD runtime database.
Note: iWD, Interaction Server, E-mail Server (for outbound notifications and acknowledgements), and Knowledge Management together make up the iWD solution. The iWD application refers to the software components that are packaged on the iWD CD, such as iWD Runtime
Node and iWD Manager. Throughout this document, the iWD solution will be referenced. Remember that this solution shares some common components with the Genesys eServices solution, such as Interaction
Server and, optionally, Genesys Knowledge Management and
Genesys E-mail.
iWD 8.1 can be used with Genesys eServices solutions (for example, Genesys
E-mail, Genesys Chat, Genesys SMS, and Genesys Social Engagement) as well as with integrations to third party media servers that were built by using the Open Media API. When used together, these combined solutions allow an enterprise to apply business rules to any interaction that is managed through the Genesys Interaction Server, such as e-mail, chat, SMS, and social media interactions. Moreover, these interactions can be managed through iWD
Manager’s Global Task List—allowing a business analyst to view the status of these interactions, hold/resume the interactions, and modify various attributes
of the interactions. See also “iWD Business Process (IWDBP)” on page 28 ,
and Appendix C, “iWD Business Process (IWDBP),” on page 313
.
14 intelligent Workload Distribution 8.1
Preface Intended Audience
Integration with Genesys Rules System
The Genesys Rules System is a set of components that provides business rules functionality for use with the iWD solution and other Genesys solutions. It consists of three software components:
•
Genesys Rules Development Tool
•
Genesys Rules Authoring Tool
•
Genesys Rules Engine
Business rule templates are created in the Genesys Rules Development Tool and are published to a rules repository. Users can then incorporate business rule templates into a rule package, by using the Genesys Rules Authoring Tool.
Users create and modify rules within a rule package and deploy the rule package to the Genesys Rules Engine. At that point, client applications, such as the iWD business process (IWDBP), can make requests to the Genesys
Rules Engine to have rules in the rule package evaluated at various decision points in a task’s lifecycle.
Support for Workforce Management
The iWD Standard Rules Template enables you to specify the WFM Activity or Multi-Site Activity to assign to a task as part of a business rule.
For example, the following conditions and actions could be configured for a
Rule: if the Product is Widget, and the Customer Segment is Gold, then Set
Priority to 200 and Set WFM Activity to ‘Gold Product Support’
This sets an attached data element for the interaction that has the name of the WFM Activity or Multi-Site Activity. Then, in the routing strategy, you can use that attached data element for segmentation to peg the interaction to a specific Interaction Queue or Virtual Queue (the object types that WFM Data
Aggregator is capable of monitoring). Refer to “Workforce Management
Connector Service” on page 200
and the Workforce Management documentation for more information.
Intended Audience
This document is primarily intended for IT staff who are responsible for the iWD installation and configuration and business analysts who are responsible for department and process configuration. It has been written with the assumption that you have a basic understanding of:
•
The workflow concepts as implemented in the various enterprise source systems (for example, business process management (BPM) systems, host systems, CRM systems, and so on) from which iWD will capture tasks.
Deployment Guide 15
Preface Making Comments on This Document
•
Network design and operation.
•
Your own network configurations.
Making Comments on This Document
If you especially like or dislike anything about this document, feel free to e-mail your comments to
.
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 Customer Care 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 Customer Care
If you have purchased support directly from Genesys, please contact Genesys
Customer Care .
Before contacting Customer Care, please refer to the
Genesys Care Support
Guide for On-Premises
for complete contact information and procedures.
Document History
This section lists topics that are new or have changed significantly since the first release of this document.
New in Document Version 8.1.101.00
The document has been updated to support intelligent Workload Distribution release 8.1.1. The following topics have been added or changed since the previous release of this document:
•
“Interaction Server Installation” on page 61
.
•
“iWD Setup Utility” on page 102
.
•
“Rule Templates” on page 211 .
•
.
•
“Configuration of List Objects” on page 314
.
•
“iWD Business Process” on page 317 .
16 intelligent Workload Distribution 8.1
Chapter
1
intelligent Workload
Distribution Overview
This chapter provides an overview of intelligent Workload Distribution (iWD).
It contains the following sections:
intelligent Workload Distribution Features, page 17
intelligent Workload Distribution Architecture, page 23
iWD Business Process (IWDBP), page 28
intelligent Workload Distribution Features
The intelligent Workload Distribution (iWD) solution creates an enterprise-wide task list that is centrally managed and prioritized. It allows work to be presented to the right resource, at the right time, and at the right location. It captures non-real-time work (tasks) from multiple source systems, uses business rules to prioritize or reprioritize the tasks, and then distributes the tasks to the most suitable resource.
Capturing Tasks from Multiple Sources
A key function of the iWD solution is the ability to capture work from the multitude of work sources in the enterprise, such as documentation management systems, CRM systems, workflow systems, claims administration systems, legacy host systems, and so on. iWD integrates with these source systems through Capture Adapters (also referred to as capture points).
The out-of-the-box Capture Adapters are:
•
Web Service—To use with source systems that have service-oriented interfaces.
Deployment Guide 17
Chapter 1: intelligent Workload Distribution Overview intelligent Workload Distribution Features
•
XML—To integrate with source systems that include the ability to generate XML files.
•
Database—To use with systems that do not offer service-oriented interfaces or provide XML output capabilities.
Note:
In addition to these out-of-the-box capture adapters, there is an optional Java Message Service (JMS) capture point available that can be used as an add-on to capture tasks from enterprise source systems that support the JMS enterprise messaging system. JMS is a popular messaging infrastructure that is supported by many enterprise applications and middleware components, including SAP NetWeaver,
TIBCO, Oracle Fusion, and IBM WebSphere MQ Server.
Interaction Server is already a required component of the iWD solution.
Therefore, no additional installation is required to enable the capture point functionality, only some additional configuration. For additional information about capture point functionality within Interaction Server, see the eServices
8.1 Reference Guide and eServices 8.1 User's Guide.
Capture Points are enabled by a Capture Adapter. Each Capture Point is a specific instantiation of the Adapter for capturing a specific sort of work, that is often associated with a specific business process, such as an order, refund, or return. The Adapter is technology-specific, while the Capture Point can be
18 intelligent Workload Distribution 8.1
Chapter 1: intelligent Workload Distribution Overview intelligent Workload Distribution Features specific to a source system, a category of work that is derived from a particular source system, or even a specific business process.
Figure 1: Capture Point Process Diagram
To establish a connection with the correct source system, each Capture Point requires the configuration of specific properties such as file directories for
Capture Points that use the XML Capture Adapter or SQL queries for Capture
Points that use the Database Capture Adapter.
Note:
In some configurations, the Capture Point is not necessarily specific to a business process. For example, one Capture Point can support capturing orders, billing, and complaints.
Prioritization of Tasks
Prioritization is the process by which iWD arranges the Global Task List in order of priority or importance, based on business rules that are configured at the Global level, or for the Department or Process. The fulfillment of one task over another might provide a benefit to the business, such as increased revenue, decreased costs, improved customer satisfaction, or avoidance of a penalty or fine.
Deployment Guide 19
Chapter 1: intelligent Workload Distribution Overview intelligent Workload Distribution Features
Business rules within iWD are based on business rule templates that are provided out-of-the-box with the iWD installation. These templates, which are the foundation for the business rules that govern iWD, are normally created or modified by IT personnel by using the Genesys Rules Development Tool
(GRDT). After the rule templates are published, business users can create or modify rules by using the Genesys Rules Authoring Tool (GRAT), without having to involve IT personnel.
Reprioritization of Tasks
At any time, the information that is related to a task can change and affect the task’s priority. A simple example of where reprioritization can affect the initial priority that is set is the time that remains before the due date of a task. For example, assume that you have a time-sensitive process that includes tasks that involve dispute resolution. If the disputes are not resolved within a specific number of days (for example, 10 days), the organization might be fined. You can configure a business rule that specifies that if such a task is within two days of its due date, the task should be reprioritized with the highest priority, so that it is immediately assigned to an employee.
iWD can be configured so that each captured task receives a task reprioritization interval, when business rules are applied and new values are set for the task. Some tasks might increase in priority, while others might decrease.
Task Distribution
All iWD tasks are managed through the Genesys Interaction Server and are assigned (routed) to employees by the Genesys Universal Routing Server
(URS).
Although iWD performs prioritization and reprioritization, it does so only to set values for priority routing within the Genesys CIM Platform. URS can leverage the iWD-calculated priority and business values in its routing strategies, or it might calculate its own; in either case, URS ensures that the most critical tasks are presented to agents first. URS continues to reevaluate priority for tasks that it has received against real-time voice and other non-voice interactions—ensuring that the most important is presented next.
Reporting
iWD monitors the entire lifecycle of tasks, from the moment that they are captured until they are stopped (removed from the system). iWD provides business-activity monitoring of a number of events, including the following:
•
New—The point at which the task was captured by the Capture Point
•
Classification and Reprioritization Rules Applied—All rules that are applied to the task, as well as the values that are calculated and assigned to the task
20 intelligent Workload Distribution 8.1
Chapter 1: intelligent Workload Distribution Overview intelligent Workload Distribution Features
•
Queued—The point at which the task has been classified and prioritized and is awaiting potential reprioritization or assignment to a resource
•
Assigned—When the task was assigned to an employee for processing
•
Transfer/Transfer to Queue—Whether the employee transferred the task to another employee or back to the queue
•
Held—Whether the task was held (manual hold)
Each record is timestamped and stored in the iWD Data Mart, where the data that is collected can be leveraged in third-party reporting applications.
Note:
Customers can build reports by querying the iWD Data Mart by using the reporting tool of their choice. In addition, Genesys offers the
Interactive Insights for iWD product, which includes a data universe and nine out-of-the-box reports, built to be used with the iWD Data
Mart.
In addition to the iWD Data Mart, iWD 8.1 interoperates with
Interaction Concentrator and Genesys Info Mart for historical reporting. Certain Info Mart fact tables (for example,
MMEDIA_IXN_FACT_EXT
and
MMEDIA_SEG_FACT_EXT)
store media-specific facts about open media as well as multimedia interactions and multimedia interaction segments. iWD tasks all flow through Interaction Server queues as Open Media interactions (sometimes referred to as Third Party Media), so that these tables in Genesys Info Mart are populated with iWD data.
Refer to the Interaction Concentrator and Genesys Info Mart documentation for more information.
Task Archiving
Releases Between
8.0 and 8.1.1
Task archiving has changed significantly from iWD 8.0/8.1.0 to 8.1.1.
In post-8.0 releases, every task was updated by business rules to provide an
archive destination and an expiration timestamp ( iWD_expirationDateTime
).
When a task reached one of three queues in the iWD Business Process
( iWD_Completed, iWD_Canceled
, or iWD_Rejected
) and the task’s expiration
timestamp had passed, the task would be moved to an Archive routing strategy.
In that strategy, depending on the value of the archive destination attribute associated with the task, the task would either be:
•
Deleted
•
Moved to another Interaction Server; or;
•
The expiration of the task would be rescheduled.
Based on usage patterns of iWD customers, the archiving process has been dramatically simplified in iWD 8.1.1. The notion of archiving a task is really about providing a way for a business user, through the Global Task List, to
Deployment Guide 21
Chapter 1: intelligent Workload Distribution Overview intelligent Workload Distribution Features
Release 8.1.1
view tasks that are not currently in process. Moreover, these 'archived' tasks may optionally be maintained in a separate database partition in Interaction
Server, to improve system performance.
Starting with iWD 8.1.1, the following changes have been made to task archiving:
•
Any task in iWD_Completed, iWD_Canceled
, or iWD_Rejected
is now considered archived, as distinct from tasks in any other queues, which are considered current. An
Archived
filter has been provided for the Global
Task List, that will display all tasks in any of those three queues.
•
When a task is in one of those three queues and its expiration date/time is in the past, the task is moved to a routing strategy where it will be removed from the Interaction Server database. This strategy has been renamed from
Archive
to
Removal
to more accurately describe its function.
The
Removal
strategy no longer invokes any business rules at the archiving phase, and it no longer provides the ability to move a task to a separate
Interaction Server or reschedule the expiration of the task.
Instead, the logic in the strategy simply deletes (stops processing) the interaction. This will remove the interaction from Interaction Server's
Interactions
table but will maintain the associated events in the
Interaction Server Event Log database tables, which is necessary for iWD
Data Mart.
•
The rule action called
Archive destination "{archive}" is no longer needed, because expired tasks will always be deleted by the logic in the out-of-box IWDBP Business Process.
The archiving rule phase is still provided in the iWD Standard Rules Template, as is the rule action
Archive destination "{archive}"
, for migration purposes.
Customers could choose to customize the
Removal
routing strategy if they had a business reason to do some special processing on tasks that have reached their expiration date, other than simply deleting them.
Centralized Logging
iWD 8.1 also has a centralized logging feature that supports logging of iWD log messages through Genesys Message Server. This feature provides the additional capabilities of viewing these log messages through a centralized log viewer (such as that included in Genesys Administrator) as well as the ability to generate alarms and SNMP traps through Genesys Solution Control Server.
Refer to “Logging” on page 120 for information about configuring centralized
logging.
22 intelligent Workload Distribution 8.1
Chapter 1: intelligent Workload Distribution Overview intelligent Workload Distribution Architecture
Technical Licensing
To view tasks (interactions) in the iWD Global Task List, iWD Manager connects to Interaction Server on behalf of an agent. The user who is logged into iWD Manager must have a Place ID configured, and the connection to
Interaction Server is made on behalf of this user who has this Place ID.The number of iWD Manager users cannot exceed the number of ics_multi_media_agent_seat
technical licenses that you have provisioned in your Flexlm license file. Keep in mind that Interaction Server also uses agent seat licenses for agents who will be accepting and processing tasks
(interactions) at their agent desktops, so that the total number of ics_multi_media_agent_seat
technical licenses that you have should account for not only the number of concurrent agents who are processing tasks at their desktops, but also the number of concurrent users who will be accessing the
Global Task List.
To process the iWD tasks at the agent desktop, Interaction Server also checks the number of licenses that are provisioned in the Flexlm license file for each media type that is being handled by the agents. These media type technical licenses are not required for any iWD Manager usage.
If you plan to use iWD to process e-mails that are not being “captured” through the Genesys E-mail Server, then it is best to use a custom media type, rather than the media type email
. This is because handling the media type email
requires a specific Flexlm license to be checked out
( ics_email_webform_channel
), whereas there is a separate general Flexlm license used for all custom media types ( ics_custom_media_channel
). For this reason, it is recommended to create a custom media type (such as email1
) for work items of type “ email
” that are not being captured by the Genesys E-mail
Server. For more information, see the Genesys Licensing Guide.
intelligent Workload Distribution
Architecture
The iWD Solution is made up of the following major building blocks:
•
iWD Manager—A Java web application that runs on a web application server.
•
iWD Runtime Node—A collection of Java services that runs on a web application server.
•
Genesys Rules System—A set of software components that are used for rule template development, rules authoring, and rule evaluation. The Rules
Engine and Rules Authoring Tool are web applications that run on a web application server. The Rule Development Tool is an Eclipse plug-in.
Deployment Guide 23
Chapter 1: intelligent Workload Distribution Overview intelligent Workload Distribution Architecture
•
Genesys CIM Platform—Core Genesys components that provide interaction management (Interaction Server), routing (Universal Routing
Server), employee presence and employee and queue-based real-time statistics (Stat Server), and configuration and management services
(Genesys Management Framework, including Configuration Server and
Message Server).
24 intelligent Workload Distribution 8.1
Chapter 1: intelligent Workload Distribution Overview intelligent Workload Distribution Architecture
Figure 2 illustrates the main building blocks of the intelligent Workload
Distribution solution, the relationships among them, and the external components that are involved.
Figure 2: intelligent Workload Distribution High-Level Architecture
Deployment Guide 25
Chapter 1: intelligent Workload Distribution Overview
Task Life Cycle
Figure 3 illustrates the overall task life cycle in iWD:
New in This Release
Figure 3: Task Life Cycle
New in This Release
This section lists new features and functionality for all intelligent Workload
Distribution 8.1 releases.
Release 8.1.1
The following new features and functionality are introduced in this release:
•
The iWD Business Process (IWDBP) has been updated to support interaction with the Genesys Universal Contact Server (UCS). This update allows the business process logic to update the UCS database to mark an interaction as done (the value of the
Status column in the
Interaction table in the UCS database is set to
3
), even when it will persist for some time in the Interaction Server database.
26 intelligent Workload Distribution 8.1
Chapter 1: intelligent Workload Distribution Overview New in This Release
•
The
Archive
routing strategy and some associated business logic within
IWDBP has been greatly simplified, to reflect best practices for archiving iWD interactions.
•
iWD Manager has been enhanced to allow a user of the Global Task List to cancel, restart, or update a
Held
task. Additionally,
Assigned
tasks can be canceled, held, restarted or updated by a user through the Global Task List.
•
Several new user authentication features have been added:
The ability for iWD Manager users to change their password on demand.
Display within iWD Manager of the last successful login date and time for the user.
Display to the user of any meta-text provided by a RADIUS server, when Genesys Configuration Server is configured for external authentication with the RADIUS server.
Ability for the iWD Manager users to change their password on the iWD Manager login screen, when forced to do so by a System
Administrator.
•
Support for:
Microsoft Internet Explorer 9, in compatibility mode. No special configuration is required.
Websphere Application Server 8.x
Apache Tomcat 7
Mozilla Firefox version 17
The following new features and functionality are introduced in this release:
•
iWD integration with Genesys Rules System (GRS)—Consists of three software components: Genesys Rules Development Tool, Genesys Rules
Authoring Tool, and Genesys Rules Engine. See also, “Integration with
Genesys Rules System” on page 15 .
This integration between iWD and GRS led to the following changes:
Business rule templates are now created and edited in the Genesys
Rules Development Tool, an Eclipse-based GUI. They are no longer created in iWD Manager.
Business rules are now created and edited through the Genesys Rules
Authoring Tool, which can be launched from iWD Manager through a single-sign on mechanism. They are no longer authored within iWD
Manager.
Any change made to the business structure (Solution, Department, and/or Process) that is created and modified through iWD Manager must now be pushed to the Genesys Rules System. This is done through an option in iWD Manager.
Deployment Guide 27
Chapter 1: intelligent Workload Distribution Overview iWD Business Process (IWDBP)
The iWD business process (IWDBP) is now updated to integrate with the Genesys Rules Engine.
•
The Global Task List in iWD Manager is enhanced in several ways, including:
Seven new (in addition to the existing) filter criteria can be used to build custom filters.
A custom attribute can be added as a column in the task list, when a custom filter is created for the Global Task List.
User friendly on-screen labels for any iWD custom attribute can now be created to enhance the way in which attributes appear on the Global
Task List. This is done within a resource file that resides under the iWD Manager web application on the customer’s application server.
The Global Task List can now display an icon for each different interaction (task) media type. Out-of-the-box icons are now provided for many media types and new icons can be uploaded into iWD
Manager for custom media types, or to replace any of the out of the box icons that are provided by iWD.
Hovering a mouse over the task list, now enables you to see the full text of any attribute in the task list as a tooltip.
•
Support for the Genesys Social Engagement solution is now enhanced.
When Genesys Configuration Server Tenant's properties include the section iwd.profile with the social-messaging option set to true,
iWD
Manager automatically creates the configuration objects and executes the database updates that are necessary for social media interactions to be properly displayed in the iWD Global Task List.
•
There is a new type of service template called Generic Capture Point, that is used whenever an Interaction Server Integrated Capture Point is added to an iWD Solution. The Generic Capture Point establishes a
Capture Point
ID and
Capture Point Name for the Integrated Capture Point, ensuring that the interactions (tasks) that are captured through that Integrated Capture
Point are visible in the iWD Global Task List, can be referenced within iWD business rules, and tracked properly within the iWD Data Mart.
•
Changes in platform support, including discontinued support. See the
Genesys Supported Operating Environment Reference Guide.
iWD Business Process (IWDBP)
iWD 8.1 is packaged with an out-of-the-box Business Process. The Business
Process is installed by using the iWD Setup Utility and is also provided with the iWD Manager installation so it can be manually imported through the
Genesys Interaction Routing Designer. It is made up of a set of Interaction
Queues that map to the iWD state model
(NEW, ERRORHELD, CAPTURED,
COMPLETED, CANCELED, REJECTED, and
QUEUED
).
28 intelligent Workload Distribution 8.1
Chapter 1: intelligent Workload Distribution Overview iWD Business Process (IWDBP)
Within this Business Process, from within a routing strategy, External Service
Protocol (ESP) blocks are used to invoke methods of the Business Context
Management Service (BCMS) and Genesys Rules Engine (GRE). This approach is used to apply classification and prioritization rules to the interaction.
When a user goes to the Global Task List view in iWD Manager, to monitor the interactions that are in various states, this component communicates with
Interaction Server to retrieve the list of interactions and their attributes.
This out-of-the-box Genesys iWD Business Process maps to the iWD state model, allowing you to use iWD-based reporting for other interaction types
(for example, you might want to track Genesys e-mails along with other task types, under the same Department or Process).
This Genesys iWD Business Process is completely optional for iWD customers who are using Genesys E-mail, Genesys Chat, Genesys SMS, or even third-party e-mail, SMS, or chat. If the Genesys iWD Business Process is not used, iWD Data Mart and iWD Global Task List functionality may be limited.
For Genesys eServices customers, the Genesys iWD Business Process can be left unchanged if you want to use business rules only. In this scenario, what would change would be the routing strategies. The strategies would use the
BCMS and ESP block to invoke the Genesys Rules Engine.
This means that existing Genesys E-mail, Chat or SMS/MMS customers can use the business rules within iWD without having to change their Genesys
Business Processes; or, to access some additional functionality, changes can be made to the Business Processes.
For a detailed description of the iWD Business Process, including its
strategies, refer to Appendix C on page 313 .
Deployment Guide 29
Chapter 1: intelligent Workload Distribution Overview iWD Business Process (IWDBP)
30 intelligent Workload Distribution 8.1
Chapter
2
iWD Best Practices
This chapter provides some best practice guidelines to use when you are planning, deploying, and configuring intelligent Workload Distribution (iWD).
It contains the following sections:
Business Rules Configuration, page 34
Task Distribution and Routing, page 39
Design Phase
This section includes information about best practices to consider in the design phase of your iWD implementation.
Review Messaging Between the Source System and iWD
It is important to understand how the source system works. In particular, which triggers on the source system will be used to generate iWD messages (such as,
CreateTask or
UpdateTask
). The involvement of all stakeholders—business analysts and technical personnel, representing both the source system and the iWD business process—is key to a successful outcome.
Map Out Complete Task Flow or State Model
During the design phase, it is important to document the end-to-end message flows from the source system all the way to the agent desktop or toolbar, that describe messaging for each scenario that might be encountered. Ladder
Deployment Guide 31
Chapter 2: iWD Best Practices Task Capture diagrams that show the various actors in the system can be very useful for this exercise.
Also, ask the question, “When is a task considered completed from a business perspective?” The answer affects both reporting and distribution. For example:
•
A task enters iWD_Queued and is distributed to and handled by an employee and then, is passed on (for example, it is completed or transferred by the employee or deferred for later completion). In which of these scenarios do you want the task to be considered completed from the iWD state model perspective? Completed in this sense means completed by the Department and Process.
•
Do you want the task to be completed only when it is completed within the source system? This can allow for true end-to-end reporting that captures when the task is created in the source system until the time it is completed in the source system, plus the time spent on the task by any iWD-enabled employees.
This discussion becomes particularly relevant when you design the triggers on the source system for the iWD operations such as
CreateTask, UpdateTask,
and
RestartTask.
Don’t Forget About the Desktop
There might be times when task-related logic needs to be implemented at the employee desktop, or toolbar. For example, if an
UpdateTask message is received while the task is assigned to an employee, the desktop might need to react in different ways, depending on the content of the update message. In those cases, it is important to include the desktop or toolbar developer during the design phase when various scenarios are discussed and documented.
Task Capture
This section includes information about best practices to consider when you are planning and configuring task capture for your iWD solution.
Selecting the Appropriate Capture Point
The capture point you select will depend on the capabilities of the source system from which you are capturing tasks. In some cases, there will be multiple options you will be selecting from. Therefore, it is useful to know the capabilities and limitations of the various capture points.
When possible, you should use the JMS Integrated Capture Point if the JMS
(Java Message Service) enterprise messaging service is supported by your source system. This capture point is bi-directional, supporting an input queue and an output queue. Since it uses an enterprise messaging system, it is more reliable than other types of communication. For example, if iWD has a
32 intelligent Workload Distribution 8.1
Chapter 2: iWD Best Practices Task Capture notification to provide to the source system, that notification will be placed in a
JMS message queue by the JMS Integrated Capture Point. If there is a loss of communication between the JMS Provider and the source system, the notification message will remain in queue until communication is restored.
The only other bi-directional capture point is the Database Capture Point, which is very flexible. However, to leverage the bi-directionality, it is necessary to update tables on the source system database. In some environments, this will not be possible.
The Web Service Integrated Capture Point is an excellent choice for integration with any source system that has the capability of invoking SOAP/HTTP messages from within its workflow. The message set of the Web Service
Integrated Capture Point is very straightforward and is easy to integrate. The
SOAP payload, in XML format, is easy to understand and is logically organized.
While the Web Service Integrated Capture Point is not bi-directional, you can use the Web Service Capture Point from the source system to request the latest status for a particular task, including the current values of all the task attributes. This could be done from the source system just before taking certain actions on the source system, to ensure that the latest updates that might have occurred on the Genesys side, can be propagated to the source system.
The XML file capture point is a good option when it is being integrated with legacy host systems that do not have support for web services or modern messaging systems. In most cases, these systems can generate flat files that consist of lists of attributes for each work item in its database. These flat files could be converted to an XML format and then read by the iWD XML File
Integrated Capture Point.
Proper Use of Extended Attributes
Where possible, use iWD extended task attributes to map the source system's data fields that you intend to use in business rules. This is preferable to the use of custom attributes, because the extended attributes are out-of-the-box. That is, no additional configuration is required to use them. Columns are already included in the Interaction Server databases for these attributes and their associated
Interaction Custom Properties are defined in Configuration
Server. In addition, they are better supported in iWD Data Mart because some of these extended attributes are already dimensions in the iWD Data Mart database and can be queried out-of-the-box.
Optimizing the Use of Custom Attributes
Do not capture unnecessary custom attributes from the source system. This increases the size of the attached data and the Interaction Server and Event Log
Deployment Guide 33
Chapter 2: iWD Best Practices Business Rules Configuration databases. Include a custom attribute only within the
CreateTask message, if you plan to use the attribute in one or more of the following ways:
•
In business rules
•
In a routing strategy
•
To display to a user through the Global Task List
•
To display to a user through an agent desktop, such as Genesys Interaction
Workspace
•
To use for reporting
To display data to an employee on the desktop, consider the desktop on which the employee will access work on the task. If the employee is working directly on the source system desktop to fulfill the task, then it might not be necessary to capture attributes, if only to provide this data to the employee.
Business Rules Configuration
This section includes information about best practices to consider when you are configuring business rules for your iWD solution.
Use Custom Rule Templates
It is tempting to simply augment the iWD Standard Rules Template to meet your specific business requirements. However, it is a best practice to create one or more custom rule templates to add new rule conditions and actions that you require to meet your business requirements. There are several a few advantages to this approach, such as:
1. Genesys might release new versions of the iWD Standard Rules Template from time-to-time. Importing a new version of the Standard Rules
Template into the Genesys Rules Development Tool requires that you delete (or rename) the existing version. Therefore, any custom rule conditions or actions that you added to the Standard Rules Template would be lost.
2. By keeping the iWD Standard Rules Template intact, it allows you to associate it with the
Environment tenant in Configuration Server. In a multi-tenant environment, this enables a common, standard set of rule conditions and actions that can be accessed by all tenants.
3. Access control can be applied to rule templates, because each template is represented by a separate
Script object in Configuration Server.
Therefore, multiple rule templates can be created, segregating different types of rule conditions and actions that will be accessed by different types of users or by different functional areas of the business. Normally, you will want the Standard Rules Template to be accessible by all users whereas, you might have other templates where basic rule conditions and actions are in one template and more advanced conditions and actions in a separate
34 intelligent Workload Distribution 8.1
Chapter 2: iWD Best Practices Business Rules Configuration template. You can then use access control on the associated
Script objects to determine which users will be able to access specific templates through the Genesys Rules Authoring Tool.
If you do modify the iWD Standard Rules Template, Eclipse provides a way to compare your modified template project with the original version that is included in the Genesys iWD Manager Installation Package. Just rename your modified version of the template project, and then import the original Genesys version. Select both projects in the
Project Explorer,
right-click, and choose
Compare With Each Other.
A
Compare view will display the differences in the
Actions, Conditions, Functions,
and
Parameters.
In the example in
one new
Action has been added to the iWD_Standard_Rules_New project.
Figure 4: Compare Modified Template with Original (Genesys) Version
Design of Rules Hierarchy
It is useful to create business rules at different levels of the business structure
(for example, Global Rules, Department-level, Process-level), rather than putting all rules at the Global level. Not only does this configuration make troubleshooting simpler, it also enables you to provide access control to specific sets of rules. Moreover, it enables you to set default rules. For example, at the Global Rules level you might set a default priority or a default due date for all tasks that meet specific criteria. You can then override those defaults at a lower level of the business hierarchy, based on various conditions.
Use Prioritization Ranges
It can be very useful to define priority ranges for different types of tasks.
Priority ranges define the minimum and maximum priorities that can be
Deployment Guide 35
Chapter 2: iWD Best Practices Business Rules Configuration assigned to any type of tasks.These tasks are enforced when the tasks are assigned their initial priorities and when they are reprioritized over time.
For example, in a blended environment you might reserve priorities 501+ for voice calls, whereas 401-500 are for the highest-value off-phone tasks,
301-400 are for the next highest-value, and so on.
Through business rules, you can ensure that a particular type of task’s priority never exceeds an upper ceiling. You can do this in your prioritization or reprioritization rule by adding a rule condition, such as
Priority is
{operator} {priority},
where
{operator} = less than.
See an example in
Figure 5: Upper Limit on Rule Priority
By maintaining tasks within predefined priority ranges, it is easier to troubleshoot anything that might happen with these tasks, and easier to predict what will actually be routed to an employee when they become available for work.
Do Not Reprioritize Interactions Frequently
It is important to reprioritize tasks at reasonable time intervals. That is, if a task is not due for 3 days, and your business normally operates with a significant task backlog, it does not make sense to reprioritize that task every 15 minutes.
That will just consume unnecessary resources that can put a stress on the system, when there are tens of thousands, or hundreds of thousands of tasks in queue. Therefore, plan your reprioritization intervals so that tasks that are not due for several days are only reprioritized once, or a few times per day, versus tasks that are due within the current working day (or a shorter time frame).
Those tasks could be reprioritized once per hour.
The appropriate reprioritization intervals should be based on an analysis of your backlog and how soon you expect to work through it. Remember that you can set up different reprioritization intervals, based not only on when a task is due, but on any other criteria as well. The criteria might include department, process, business value, current priority, any custom attribute, or combination of custom attributes.
It can be an extremely helpful exercise to graph out the different types of tasks and the way in which you expect the reprioritization of the tasks to occur over
36 intelligent Workload Distribution 8.1
Chapter 2: iWD Best Practices Configuration time. You can start by putting this data into an Excel spreadsheet, and then, within Excel, automatically generate a line chart. Put each task in a different color. The more intersecting lines you have on your graph, the more confusion you can expect to have when you put the system into operation.
Configuration
This section includes information about best practices to consider when you are configuring your iWD solution.
Use Event Log Filtering
You can configure which events will be stored in the Interaction Server Event
Log database. Doing so can reduce the number of rows in that database for
active tasks (tasks that have not yet expired and therefore, have not been purged by the iWD ETL Prune job). The events that are necessary for iWD Data
Mart and the task's Event History to work properly are shown in Table 1 on page 37
.
Table 1: Interaction Server Events Required for Proper
Functioning of iWD
193
194
200
201
133
161
162
163
Event identifier Event name
104
132
EventPropertiesChanged
EventPartyAdded
EventPartyRemoved
EventProcessingStopped
EventPlacedInQueue
EventPlacedInWorkbin
EventExternalServiceRequested
EventExternalServiceResponded
EventHeld
EventResume
You can filter out all other events by configuring the Interaction Server Event
Log Database Access Point application option
event-filter-by-id.
This option is configured in the event-filtering section. The value of the
Deployment Guide 37
Chapter 2: iWD Best Practices Configuration event-filter-by-id option will be a comma-separated list of the events you want to be logged. All other events will not be logged.
The list of events shown in
is appropriate if you are using the out-of-the-box iWD business process (IWDBP). The best way to analyze this is to turn off the event-filter-by-id option temporarily and to put one task through the entire business process, including reprioritization, handling at an end user desktop, any re-queuing, and so on. Then, you can review the full list of events that have been captured by doing a query on the Event Log Database table, for a particular Interaction ID. If you do not require any custom reporting and have no need for the events other than those listed in the table above, you can apply the filter, as described.
Align Business Structure and Business Requirements
In some businesses, the way you define Departments and Processes in iWD will directly align with how the business views distribution and reporting.
In other cases, consider aligning Departments and Processes with your reporting requirements and use Genesys skills to align with distribution. This is the recommended approach because the Departments and Processes can then be used as input in the Data Mart plug-ins—that is, the pre-defined attributes of Department and Process can be used to support the reporting metrics and dimensions. This makes it easier to provide statistics from a business point of view.
Consider Using Multiple iWD Tenants
Consider configuring more than one iWD managed tenant, where each tenant aligns to a different business unit. This allows you to configure dedicated custom attributes in iWD Data Mart for each business unit. It also reduces the amount of data iWD Data Mart has to process from the Interaction Server
Event Log database. This means you will need to set up multiple iWD Data
Mart instances, but this configuration is more scalable.
Note:
Using tenants is a recommended solution, but it is possible to use different solutions, because iWD Data Mart is a per-solution entity.
Load Balance BCMS and GRE in High Volume Deployments
If your iWD solution has particularly high volumes or uses frequent reprioritization, it might be useful to set up multiple Business Context
Management Services (BCMS) (see “Configuring Multiple Business Context
Management Services” on page 266 ) and multiple Genesys Rules Engines
(GRE) in a load-balanced configuration. Consider updating the out-of-the-box
IWDBP business process to add a subroutine that can handle BCMS load balancing and retries, with multiple runtime nodes within the solution. You can
38 intelligent Workload Distribution 8.1
Chapter 2: iWD Best Practices Task Distribution and Routing make the number of retry attempts configurable as a strategy variable or within a List Object so the value can be modified without changing the strategy itself.
Multiple Application Server Instances
It might be beneficial to set up the iWD Manager, iWD Runtime Node, and iWD Data Mart web applications on dedicated application server instances. In fact, Genesys recommends that you always use a dedicated application server instance for iWD Data Mart. However, having the other applications on dedicated instances can also improve scalability and availability.
Task Distribution and Routing
This section includes information about best practices to consider when you are planning and configuring the task distribution and routing components of your iWD solution.
Use Scheduling in the Queue Views
Queue views define the criteria that must be met for a task to be submitted from a queue to a Distribution routing strategy. Using the
Scheduling tab can prevent a task from bouncing between Interaction Server and Universal
Routing Server (URS), especially when there are no agents logged in to handle tasks. In this case, the
ScheduledAt attribute can be used to reschedule submission of tasks back to URS.
Note:
For information about the
ScheduledAt property, see the topic “Setting the ScheduledAt Property” in the Universal Routing 8.1 Business
Process User's Guide.
Deployment Guide
Figure 6: Scheduling Tab—URS
39
Chapter 2: iWD Best Practices Task Distribution and Routing
Use Segmented Views to Keep Agents Busy
Consider using segmentation on the
Queue
view from the iWD_Queued queue (or custom interaction queue in your iWD business process) to the
Distribution routing strategy. Segmenting interactions, based on iWD Process
(
IWD_processId
), or by skill might be a good idea. This ensures that all types of work (tasks) will be submitted for distribution even if these tasks (in a specific process) have low priorities. There might be specific agents that are dedicated to manage or handle these low priority tasks. However, if they have low priorities, they might never be submitted to a distribution strategy.
Figure 7: Segmentation Tab
Use Triggers in the Routing Strategy
Example:
Specifying
Attached Data Key
There are times when a task is updated by the source system; for example, an agent who is not iWD-enabled has modified the task or an external system has modified the task. This task update might impact the classification, prioritization, or distribution of the task. Setting triggers on the
Distribution strategy to react to specific changes in attached data elements enables you to reclassify, reprioritize, and redistribute tasks, as required.
There is a function in IRD/URS 8.x called
SetUpdateTrigger[],
which enables you to specify an attached data key that will be monitored for dynamic changes while an interaction is sitting in the
Target block, waiting for an available agent.
•
An interaction is waiting for an available agent in a
Target block in the
Distribution strategy, with a time out of
30 minutes before it goes to the red port. During this time, it possible that the source system will send an
UpdateTask message (for example, if another agent pulled the task manually from the source system).
•
If the
SetUpdateTrigger[] function is enabled in the strategy for a specific attached data element, and then, the value is updated, the interaction goes to the red port automatically, enabling you to evaluate the
UpdateTask message and take control of the interaction in the strategy.
•
If
SetUpdateTrigger[] is not set up in the
Distribution routing strategy to handle this, then the interaction might be stuck in the Target block and could get distributed to other agents, which could cause a loss of synchronization between the source system and IWD.
40 intelligent Workload Distribution 8.1
Chapter 2: iWD Best Practices Task Distribution and Routing
A recommended approach is to create a custom attribute such as
iwdAction in the
SetUpdateTrigger[] function, with possible values of
CreateTask,
UpdateTask,
and so on. This attribute would be set by the source system in any
CreateTask or
UpdateTask messages that would be generated from the source system. After evaluating the message within the IWDBP business process, its value can be set to
CLEARED.
Apart from using the iwdAction custom attribute in the
SetUpdateTrigger function, this attribute can also be used in most of the
Interaction Queue or
Workbin Views to determine if the task has been updated (by using the
UpdateTask message) while sitting in those
Queues or
Workbins.
This can be done by creating a new
View from these Queues and
Workbins
called, for example,
BackEnd Update,
with this condition: iwdAction !='CLEARED
'
If this condition is met, the interaction can be submitted to a routing strategy that evaluates the update task message and performs the appropriate actions, such as distributing it to a specific agent, applying rules, or ignoring the update and sending it back its original location.
Avoid Looping in Strategies
It is important to prevent looping within your routing strategies. It can place a lot of load on the Business Context Management Service (BCMS) and/or the
Genesys Rules Engine (GRE) if reclassification and reprioritisation are occurring over and over again. If these requests fail because BCMS and/or
GRE is down, or a rule is not applied successfully due to a syntax error that cannot be caught during design-time, consider taking one of the following actions:
•
Use scheduling to delay the next attempt at rules evaluation.
•
Place the task into the iWD_ErrorHeld queue to stop a bad task from impacting the overall system. For example, you might check the value of the
IWD_processId attribute to verify that it has been classified correctly—that is, it is not
NULL
. From the iWD_ErrorHeld queue you might resubmit the task into an error handling strategy, which then sends the task back to the iWD_New queue or performs other integrity checking on the task's attached data.
Consider Pull Versus Push Task Distribution
Many businesses like iWD's push-based model of task distribution. It helps avoid the common problem of employees picking the easiest task to work on next, and to ensure that employees are always working on the highest-priority task.
However, it is likely that some business workflows will require a pull
(workbin) model. So consider the role that Agent Group Workbins might play in your solution.
Deployment Guide 41
Chapter 2: iWD Best Practices Reporting
Also consider that agents might need to hold on to a task for a period of time if they cannot complete it immediately. This might require the agent to open and close the task multiple times before finally completing, or otherwise dispositioning, the task. In this case, you will probably want to use personal
Agent Workbins. In both cases, you will need to consider the reporting and distribution implications.
Reporting
This section provides information about iWD Reporting functions.
iWD Statistics in CCPulse+
You can display performance statistics that are related to iWD Departments and Processes, through CCPulse+. These statistics are sourced from the iWD
Data Mart. No agent performance metrics from the iWD Data Mart are fed to
Stat Server and therefore, to CCPulse+. However, you can use the standard Stat
Server and CCPulse+ agent metrics such as Average Handle Time, Total Login
Time, Total Talk Time, and so on. All of these agent status-related statistics will be applicable to iWD work item handling as well. For Average Handle
Time, you can apply filters, including filtering by media type or any other attached data key-value pair such as iWD Department or Process.
42 intelligent Workload Distribution 8.1
Chapter
3
Deployment Overview
This chapter provides an overview of iWD deployment. This chapter contains the following sections:
Installation Overview, page 43
System Configuration Overview, page 45
Business Logic Configuration Overview, page 47
Installation Overview
Installation is the initial iWD deployment phase that results in a fully functional iWD Manager application and prepared iWD runtime node. iWD
Manager is used for the rest of the deployment configuration, while the runtime node is a container in which the iWD runtime services run.
The installation phase requires knowledge of the overall system infrastructure in which iWD is being deployed, such as Java web application server and database configuration. This phase is typically implemented by IT personnel.
iWD installation consists of two steps:
•
“Application Installation” on page 44
.
•
“Database Preparation” on page 44
.
Compatibility with
URS and IRD
Note:
For detailed installation information, see Chapter 4, “Installation,” on page 53
.
iWD 8.1 is compatible with Genesys Universal Routing Server (URS) 7.6 or higher. Interaction Routing Designer (IRD) 8.1.2 or higher is required for the provided business process (IWDBP) to work.
Deployment Guide 43
Chapter 3: Deployment Overview Installation Overview
Database Preparation
The first step of iWD installation is the database preparation. A basic iWD deployment utilizes three operational databases:
•
iWD Configuration database—Stores iWD system and business logic
configuration such as services and processes (see Chapter 5,
“Configuration,” on page 127 for descriptions of these objects).
•
Genesys Rules System rule repository—Stores business rule templates and business rules. For more information, see the Genesys Rules System 8.1
Deployment Guide.
•
Interaction Server databases—Stores iWD tasks and related task events.
Make sure that you have installed and configured the Interaction Server and its associated databases, as described in the eServices (Multimedia) 8.1
Deployment Guide.
Note:
For a list of the database engines that are supported by the iWD application, Genesys Rules System, and Interaction Server, refer to the
Genesys Supported Operating Environment Reference Manual. Please note that the iWD application might not support all of the databases that are supported by Interaction Server or the Genesys Rules System.
Preparation of the iWD Configuration database requires that actions be performed manually via the database’s administrative interface:
1. Creation of a database
2. Creation of a database user account or accounts
The rest of the database setup, such as creation of tables and indexes, is performed automatically by iWD.
Application Installation
After the iWD operational databases have been prepared, the iWD Manager application and iWD runtime nodes can be installed. Both of these components run on a Java application server.
Note:
Refer to the Genesys Supported Operating Environment Reference
Manual for a list of the Java application servers that are supported by iWD.
A basic iWD deployment, such as in a lab environment, utilizes a single instance of iWD Manager, as well as a single instance of an iWD runtime node. In more complex scenarios, such as multi-tenant, high-volume or high-availability deployments, multiple iWD runtime node instances can be installed. These deployments provide more controlled resource partitioning and allow load distribution across multiple physical servers. For a production
44 intelligent Workload Distribution 8.1
Chapter 3: Deployment Overview System Configuration Overview deployment, Genesys recommends that you deploy iWD Data Mart services on a dedicated iWD runtime node.
In addition to the iWD Manager and iWD runtime node installation, Genesys
Rules System must be installed. This installation includes the Genesys Rules
Development Tool, which is an Eclipse plug-in for business rule template development, and two web applications that run on a Java application server.
These web applications are the Genesys Rules Authoring Tool, which is used for authoring and deploying business rules, and the Genesys Rules Engine, which is an engine that receives and processes requests for business rule evaluation from clients, such as the routing strategies in the iWD Business
Process (IWDBP).
System Configuration Overview
iWD system configuration results in a fully set-up iWD system infrastructure that consists of tenants, solutions, and services that enable iWD functionality.
The following topics provide an overview of different system configuration aspects:
•
•
•
For a detailed system configuration reference, see Chapter 5, “Configuration,” on page 127
—specifically, the following sections: “General Configuration” on page 141
, “Modules and Components” on page 162
Tenants
iWD configuration supports multi-tenancy. iWD automatically creates a root tenant that is named
System by default. The
System
tenant is automatically mapped to the Environment tenant in Genesys Configuration Server. Although it is possible to configure iWD solutions, services, and business logic directly at the
System
tenant level, it is recommended that you create a subtenant for that configuration. In iWD terminology, such a subtenant is called a managed tenant. This managed tenant is associated directly with a tenant defined in
Genesys Configuration Server. In a single-tenant environment the configured managed tenant maps to the
Resources
tenant in Genesys Configuration Server.
A user who is configuring the system in iWD Manager can have access to one or more managed tenants. Access is defined by the security policy that is configured per tenant. The policy allows definition of an arbitrary numbers of user roles, where each role is mapped to a single Genesys Configuration Server
Access Group and has a number of associated iWD permissions. The actual
Deployment Guide 45
Chapter 3: Deployment Overview System Configuration Overview permissions that a user has are then determined based on the Configuration
Server Access Groups to which the user belongs.
The modules that are accessible to the tenant are managed by the parent. A module by itself represents specific iWD functionality, such as
Data Mart
. The specific functionality is implemented as a collection of components that can be services or business logic templates (such as metrics templates).
Multi-tenant
Configurations
Note:
The tenancy model that is supported in the iWD application currently has a one-to-one relationship with the tenancy model in Genesys
Configuration Server.
If you are using a Multi-Tenant Configuration Server, please be aware that the iWD tenant can only access resources (such as Skills and Agent Groups) that are specifically configured under the corresponding Genesys Configuration
Server Tenant in Configuration Manager or Genesys Administrator. Therefore, any Skills, Agent Groups, or other resources that are configured at the
Environment Level will not be accessible in rules at a child-tenant level in iWD. To make these resources accessible, they must be configured as resources under the child tenant in Configuration Server.
Modules and Components
Modules and components define iWD functionality:
•
A component is an atomic object that provides a specific iWD function.
The following component types are used in iWD:
Service template—This component represents an iWD service that implements specific functionality. Service templates are preconfigured and thus cannot be changed in iWD Manager. Service instances that are based on service templates, however, are configurable.
Metric template.
Scripts—These are transformation scripts that are only used with the legacy iWD capture point services. For more information, see
Appendix B, “Legacy iWD Capture Point Services,” on page 277
.
•
A module is a group of components.
Solutions
Solutions are used for partitioning logical and physical resources for purposes of user access control and load partitioning (performance). Normally there will be one Solution per Tenant.
A solution in iWD represents a runtime environment, which is composed of the following:
•
)—iWD runtime application instances that are within the Java application server in which services are being run
46 intelligent Workload Distribution 8.1
Chapter 3: Deployment Overview Business Logic Configuration Overview
•
Services (see
page 47 )—Services that enable iWD functionality, such as
Data Mart, Statistics Adapter, and logging.
•
Business logic configuration (see page 47
)—Primarily the configuration of iWD departments and processes.
Multiple solution instances can be configured per tenant, if necessary (for example, “Production” and “Test”).
Runtime nodes require simple preparation during installation, as described in
“Installation Overview” on page 43
.
Runtime Nodes
Runtime nodes are containers for iWD services that enable the necessary service management infrastructure. Physically, runtime nodes are instances of the iWD runtime application and are run within a Java application server.
Services that run within a runtime node are configured in (and managed through) the iWD Manager application.
Services
iWD Services implement actual iWD functionality, such as loading data into
the Data Mart. Refer to “iWD Services” on page 178 for more information
about iWD Services, including the recommended order of configuration.
Business Logic Configuration Overview
The iWD business logic configuration phase is where iWD business context is introduced. This includes definition of departments and processes. This phase also includes the definition of business rules for use in task processing. After this phase, iWD is fully functional and can start processing tasks.
The iWD system configuration phase requires knowledge of business context for tasks that will be handled by iWD. This includes business processes, service-level agreements (SLAs), and other factors that influence task-handling logic.
The following topics provide an overview of different business configuration aspects:
•
“Departments and Processes” on page 48
•
•
“Task Classification” on page 50
•
“Task Prioritization” on page 51
•
“Business Calendars” on page 52
Deployment Guide 47
Chapter 3: Deployment Overview Business Logic Configuration Overview
Departments and Processes
Departments represent organizational entities for which iWD will perform task prioritization and routing. Processes represent the business processes that are within those enterprise departments. In iWD, processes are always grouped within (associated with) a department. Departments and Processes allow for the definition of task-handling business rules that are specific to a department
or process context. For more information about rules, see both “Task
and “Task Prioritization” on page 51 .
Departments and Processes are created in iWD Manager and are then pushed
(synchronized) to the Genesys Configuration Server so that they become available to the Genesys Rules System. This is required so that users that are creating business rules through the Genesys Rules Authoring Tool (a component of the Genesys Rules System) are able to do so within the business structure that is defined by users in iWD Manager.
Each department and process allows for the definition of any number of custom attributes to a department/process in order to provide additional enterprise-specific context for reporting purposes, but only a maximum
combination of 5 can be used in reporting. Figure 8
shows an example of a process.
Figure 8: Example Process
48 intelligent Workload Distribution 8.1
Chapter 3: Deployment Overview
Rules
Business Logic Configuration Overview
Part of configuring the business logic for departments and processes in iWD is configuring and associating rules. All business rule authoring for iWD is done through the Genesys Rules Authoring Tool, which is a component of the
Genesys Rules System. These rules define the task-handling business logic that is applicable to the departments, processes, or the entire system. Generally, a rule is represented by zero, one or more conditions and one or more actions. If there are no conditions for the rule, its actions will always be executed. If all of the conditions are true, all of the actions are executed. If any condition is not true, none of the actions are executed.
Rules are expressed in an easy-to-understand human language, such as, “If the task is due in 10 or more minutes, increase priority by 10.” The implementation details are hidden in rule templates, and users who configure business logic deal only with high-level logical expressions.
Rules can be defined in one of two ways: as a linear rule or as a decision table.
Linear rules are intended for complex rules that have many conditions and/or actions. Each condition or action is represented by a single line in the rule.
Figure 9 shows an example of a linear rule.
Figure 9: Linear Rule Example
Decision tables represent a more compact form of rule representation; however, they might not be as well suited to complex rules. In a decision table, multiple rules are grouped together, so that each condition or action is represented by a column in a table, and each row represents a rule. The number and type of conditions and actions (columns) is constant across all of the rules in the list.
shows an example of a decision table.
Deployment Guide 49
Chapter 3: Deployment Overview Business Logic Configuration Overview
Figure 10: Decision Table Example
Task Classification
The primary purpose of task classification is to associate a task with a configured process. Additionally, classification can assign values to other task attributes, such as business value and due time.
Task-classification logic is expressed via business rules that can be defined for three different contexts:
•
Package-level rules (also known as Global Rules)
•
Department
•
Process
If rules are defined for more than one context, they are evaluated in sequence, as previously listed. After a process has been assigned to a task, additional classification rules are evaluated that have been defined, first at the rule package or global level, then at the department level, and finally at the process
level. Figure 11 shows an example of Task Classification.
A process must be assigned during the classification phase. It can be assigned in two places—at the global level, or at the department level. (A department can be assigned at the global level and then, the rule evaluation can continue at the department level to actually select a process.)
Important Information To Note:
In iWD 7.6.1 and 8.0, you could also define classification rules at the
Capture Point level. In iWD 8.1, with the introduction of the Genesys
Rules System, Capture Point rules are now configured at the rule package (global) level, by using the rule condition
Capture Point is.
See
50 intelligent Workload Distribution 8.1
Chapter 3: Deployment Overview Business Logic Configuration Overview
Figure 11: Task Classification Using the “Capture Point is” Rule Condition
For more information about task classification, refer to Appendix C on page 313
, specifically “Classification Strategy” on page 320
.
Task Prioritization
The primary purpose of task prioritization is dynamic priority calculation, where dynamic means that the task priority can be recalculated multiple times during the task’s life cycle. As with task classification, prioritization logic is expressed via rules.
Prioritization rules are initially applied immediately after classification rules and then reapplied after a specified reprioritization period. The reprioritization period is expressed in the same way as any other rule action.
Figure 12: Task Prioritization
If a reprioritization period is not set for a task during the prioritization phase in business rules, the
IWD_reprioritizeDateTime
attribute is set to
Dec 31, 2030
.
Therefore, for all intents and purposes. the task will not undergo further reprioritization unless it is restarted.
The Standard Rules Template includes two rule conditions,
Is first prioritization and
Is reprioritization that should be used in prioritization rules to ensure that the reprioritization interval is set correctly, while avoiding any unnecessary immediate reprioritization of a task (that is, the first time prioritization rules are evaluated).
For example, suppose you have a task that, during the classification phase, gets an initial priority of 100. You wish to increase the priority by 15 every 2 hours, if the task is due in less than 24 hours. You want to do the first check 1 hour after the task is classified. You would set this up by using two different
prioritization rules, configured in the order shown below. Figure 13 shows the
first rule, which includes the
Is first prioritization condition. The second
, includes the
Is reprioritization
condition.
Figure 13: Rule 1—Is First Prioritization
Deployment Guide 51
Chapter 3: Deployment Overview Business Logic Configuration Overview
Figure 14: Rule 2—Is Reprioritization
For more information about task prioritization, refer to Appendix C on page 313
, specifically “Prioritization Strategy” on page 327
.
Business Calendars
A business calendar is a set of configuration parameters that define working days and hours, as well as holidays that apply to the business. In its simplest form, the business calendar would consist of definitions for both a working week and working hours that apply to all working days. A definition of a working week from Monday to Friday—in which each day starts at 9:00 AM and ends at 5:00 PM—is a classic example of a simple business calendar. If necessary, exceptions to the usual working schedule (public holidays, business-specific holidays, nonstandard working hours, and so on) can be added to the business calendar. Business calendars can be used in iWD rules to perform date and time calculations that take into account the working schedule of the business. Business calendars can either be assigned to a rule itself, or can be assigned in a rule action. In either case, the business calendar must be assigned before other rules that use the business calendar can be evaluated.
Figure 15 shows a sample business calendar.
Note:
In iWD 7.6.1 and 8.0, business calendars were created in iWD
Manager. In iWD 8.1, they are created in the Genesys Rules
Authoring Tool.
Figure 15: Business Calendar
52 intelligent Workload Distribution 8.1
Chapter
4
Installation
This chapter provides information about installing iWD.
This chapter contains the following sections:
Task Summary: Installing iWD 8.1, page 53
Preparing for Installation, page 55
Interaction Server Installation, page 61
Genesys Rules System Installation, page 65
iWD Runtime Node Installation, page 66
iWD Manager Installation, page 72
Enabling ADDP Connections Between iWD and the Genesys Suite, page 85
Installing iWD Data Mart, page 86
Integrated Capture Points, page 95
Importing iWD Configuration XML Files, page 99
Creating the Tenant and Solution, page 100
Installation of iWD Stat Extensions, page 115
Link with Genesys Configuration Server, page 117
Interaction Server Databases and Related Configuration Options, page 123
Preparing iWD For Use With Genesys Social Engagement, page 124
Task Summary: Installing iWD 8.1
The following table outlines the task flow for installing iWD 8.1. The procedures in this table provide instructions about installing iWD components on Windows hosts.
Deployment Guide 53
Chapter 4: Installation Task Summary: Installing iWD 8.1
Task Summary: Installing iWD 8.1
Objective
1. Prepare for installation and review prerequisites.
2. Install Interaction Server.
Related procedures and actions
• Ensure that your environment meets the prerequisites
that are outlined in “Installation Prerequisites” on page 56 .
• Ensure that the required CDs are available. See “DVD
iWD 8.1 requires Interaction Server 8.1.1 or higher. Genesys recommends that you use the latest version of Interaction
Server that is included with iWD. If your environment does not have an instance of Interaction Server installed already
(such as for an eServices solution), you must install one. See
Procedure: Installing Interaction Server and its databases, on page 62 .
3. Install the Genesys Rules System.
Complete steps 1 to 6 (only) in the “Task Summary:
Installing Genesys Rules System .1” in the Genesys Rules
System 8.1 Deployment Guide.
Note: Step 7 in the Task Summary is about defining the business structure, which is applicable to GRS but not to iWD. You will define the business structure directly in iWD
Manager.
4. Install iWD Runtime Node and associate a Person account to the iWD
Runtime Node application.
• See
Procedure: Installing the iWD Runtime Node
• See
Procedure: Associating a Person’s account with the iWD Runtime Node application, on page 72 .
5. Install iWD Manager
6. Install iWD Data Mart.
7. Configure the necessary Integrated
Capture Points for use with iWD.
8. Create an iWD Tenant and iWD
Solution in iWD Manager.
• See
Procedure: Creating the iWD Configuration database, on page 73
.
• See
Procedure: Installing iWD Manager (Windows), on page 74 .
• See
Procedure: Installing iWD Data Mart (Windows), on page 86 .
• See
Procedure: Creating the iWD Data Mart Database, on page 92
.
See the section “Deployment Procedures” in the chapter titled, “Capture Points” in the eService 8.1 Deployment
Guide.
See Procedure: Creating an iWD Tenant and iWD Solution in iWD Manager, on page 100
.
54 intelligent Workload Distribution 8.1
Chapter 4: Installation Preparing for Installation
Task Summary: Installing iWD 8.1 (Continued)
Objective Related procedures and actions
9. Install and run the iWD Setup Utility to configure various mandatory configuration objects.
10.Install iWD Stat Server Extensions.
11.Link the iWD components with
Genesys Configuration Server.
• See
Procedure: Installing the iWD Setup Utility, on page 104 .
• See
Procedure: Using the iWD Setup Utility, on page 105 .
See Procedure: Installing the iWD Stat Extensions, on page 115 .
See Procedure: Creating services in iWD Manager, on page 118 .
12.Configure logging for iWD Manager and iWD Runtime Node.
13.Update the Interaction Server databases and Event Log DAP.
See Procedure: Configuring logging for iWD Manager and iWD Runtime Node, on page 120 .
14.Configure a
Script object to enable
Genesys Rules Authoring Tool to access the iWD configuration database.
See “Enabling Genesys Rules Authoring Tool to Retrieve
Dynamic Data from iWD Configuration Database” on page 83
15.Configure remaining iWD services and objects.
See Chapter 5, “Configuration,” on page 127 .
16.Optional: Configure the system to start/stop application server service through Genesys Solution Control
Interface (SCI) or Genesys
Administrator.
See Procedure: Using Solution Control Interface or Genesys
Administrator to start/stop the application server, on page 59 .
17.Optional: Install and configure the sample application to learn more about the functionality of iWD and business rules.
See “Sample Application” on page 126 .
Preparing for Installation
This section describes how to prepare for the iWD installation. It contains the following topics:
•
•
•
“Configuration of Application Servers” on page 57
Deployment Guide 55
Chapter 4: Installation Preparing for Installation
Note:
Stop your Tomcat web application server. Stopping is optional for
WebSphere Application Server.
Installation Prerequisites
Before you start the installation, ensure that the environment meets the following prerequisites:
•
Refer to “Interaction Server Installation” on page 61
for information about how to install an instance of Interaction Server to use with iWD.
•
A supported web application server, such as Tomcat or WebSphere, is installed on the computer(s) on which iWD will be installed. For production deployments, install the iWD web applications and the Genesys
Rules System web applications on separate instances of the application server.
•
A supported database server is installed for the iWD Configuration database and the iWD Data Mart.
•
Java SDK is installed. For customers using Tomcat, Genesys only supports
Java SDK 6.
Java SDK can be downloaded from the following web site: http://java.sun.com/javase/downloads/index.jsp
Note:
Refer to the Genesys Supported Operating Environment Reference
Manual for supported Java application servers and database servers
•
iWD 8.1 is compatible with Genesys Universal Routing Server release
7.6.200.04 or higher and Genesys Interaction Routing Designer release
8.1.200.11 or higher.
For information about supported and discontinued platform support, see the
Genesys Supported Operating Environment Reference Manual.
DVD Structure
All iWD application software is packaged on the iWD DVD. The Genesys
Rules System, which is also required for iWD solution installations, is packaged on a separate DVD. The iWD capture points are integrated into
Interaction Server, which is packaged on the Interaction Management DVD.
iWD DVD
This DVD contains the following components:
56 intelligent Workload Distribution 8.1
Chapter 4: Installation Preparing for Installation
•
iWD Setup Utility—A wizard-based utility that is used during the initial deployment of iWD to create many of the required configuration objects in
Genesys Configuration Server.
•
iWD Runtime Node—The core components of iWD that handle tasks after they are captured from a source system, includes legacy iWD capture adapter components.
•
iWD Manager—A graphical user interface (GUI) for both technical and business configuration of the iWD solution, and includes legacy iWD capture adapter components. iWD Manager is also used for real-time management of tasks.
•
iWD Websphere MQ Capture Adapter—An out-of-the-box capture adapter that allows iWD to capture tasks from Websphere source systems.
Note: iWD 8.1 no longer has iWD Capture as a separate installable. It is now included in the iWD Manager and iWD Runtime Node installations.
The iWD Capture software that is included on the iWD DVD is intended for iWD customers who are upgrading to iWD 8.1. For new deployments or existing deployments in which new capture adapters are added, Genesys recommends that you use the
Integrated Capture Points, which are integrated with Interaction
Server. See also,“Availability of iWD Integrated Capture Points” on page 57 .
•
iWD Stat Extensions—Stat Server Java Extensions that provide Stat Server clients, such as CCPulse+, the ability to request and display current-day statistics from iWD’s Data Mart.
•
iWD Data Mart—A repository for iWD reporting data including current-day and historical statistics.
Availability of iWD Integrated Capture Points
The following iWD capture points are available in the following versions of
Interaction Server:
•
Starting in 8.1.2, the Web Service Integrated Capture Point is available.
•
Starting in 8.1.0, the Database Integrated Capture Point is available.
•
Starting in 8.0.210, the XML File Integrated Capture Point is available.
•
Starting in 8.0.2, the JMS Integrated Capture Point is available.
Configuration of Application Servers
It is necessary to configure your application server to successfully run iWD and the Genesys Rules System. Apache Tomcat and IBM WebSphere are supported.
Deployment Guide 57
Chapter 4: Installation Preparing for Installation
Note:
For production deployments, install the iWD web applications and the
Genesys Rules System web applications as separate application server instances, for improved scalability and memory management.
Installing on Tomcat
If Tomcat is running as Windows service:
•
Add the following Java options to the Tomcat service configuration:
-XX:MaxPermSize=128m
-Dcom.genesyslab.platform.commons.connection.factory.class=com.
genesyslab.platform.commons.connection.impl.netty.NettyConnectio
nFactory
•
For iWD Manager, BCMS, and Capture Points, configure the initial and maximum memory pools to
256
and
1024
megabytes. If iWD Data Mart will be running on this particular instance of Tomcat, configure the initial and maximum memory pools to
512 and
1500
(or more, if the operating system will allow it).
If Tomcat is running as Windows console application:
•
Add the following to the setenv.bat
file: set JAVA_OPTS=-XX:MaxPermSize=128m -Xms256M -Xmx1536M
-Dcom.genesyslab.platform.commons.connection.factory.class=com.
genesyslab.platform.commons.connection.impl.netty.NettyConnectionFa
ctory
•
If this instance will be running iWD Data Mart, use –
Xmx1536M
or more, if allowed by the operating system.
On UNIX machines:
•
Edit the setenv.sh
file and add the following:
export JAVA_OPTS="-XX:MaxPermSize=128m -Xms256M -Xmx1536M
-Dcom.genesyslab.platform.commons.connection.factory.class=com.
genesyslab.platform.commons.connection.impl.netty.NettyConnection
Factory”
If this instance will be running iWD Data Mart, use –
Xmx1536M
or more, if allowed by the operating system.
setenv.sh and setenv.bat files:
By default, setenv.sh
and setenv.bat
files are not present after the installation of Tomcat, so you need to create them manually under the
Tomcat_installation/bin
directory and correctly configure the access rights on
UNIX machines properly for these files.
58 intelligent Workload Distribution 8.1
Chapter 4: Installation Preparing for Installation
Installing on WebSphere
•
Log in to the WebSphere Integrated Solution Console.
•
Select
Servers > Application Servers and select a server from the list.
•
Then continue to
> Server Infrastructure, Java and Process Management
> Process Definition > Java Virtual Machine.
•
In
Generic JVM Arguments
, add these settings, if not present:
-XX:MaxPermSize=128m
-Dcom.genesyslab.platform.commons.connection.factory.class=com.
genesyslab.platform.commons.connection.impl.netty.Netty
ConnectionFactory
•
Configure the initial and maximum heap size, using the same guidelines as for Tomcat.
•
If installing on WebSphere 7.0 or later, add this Generic JVM parameter:
-Dorg.ajax4jsf.cache.CacheFactory=org.ajax4jsf.cache.OSCacheCache
Factory
•
Restart the application server.
Starting and Stopping Application Server
To use the Genesys Solution Control Interface (SCI) or Genesys Administrator
(GA) to start or stop your web application server, you must complete the following configuration:
Procedure:
Using Solution Control Interface or Genesys
Administrator to start/stop the application server
Purpose: To configure the Solution Control Interface (SCI) or Genesys
Administrator so they can be used to start/stop the web application server.
Start of procedure
1. Create a new Configuration Server
Application of type
3rd Party Server
.
2. On the
Annex tab of the
Application,
add a new section called start_stop.
3. In the new section, add the following two options:
• start_command
• stop_command
Deployment Guide 59
Chapter 4: Installation Preparing for Installation
4. In the
Value field, enter the commands to start and stop the Tomcat service, where the name of the Tomcat executable (without the
.exe
extension) is at the end. For example (see also
):
C:\windows\system32\net.exe start "Tomcat6"
C:\windows\system32\net.exe stop "Tomcat6"
Note:
Be sure to provide the full path to net.exe so that the Genesys
Local Control Agent (LCA) can find it.
60
Figure 16: Tomcat Host Properties—Server Info Tab
5. On the
Start Info tab, set the start command and parameters to match exactly the command and parameter values in the service itself.
The Solution Control Server (SCS) detects that Tomcat is running by matching the command line parameters of the process that is reported by the LCA with the parameters in Configuration Server. For example (see
• c:\gcti\tomcat60\bin\tomcat6.exe
• //RS//Tomcat6 intelligent Workload Distribution 8.1
Chapter 4: Installation Interaction Server Installation
Figure 17: Tomcat Host Properties—Start Info Tab
Note:
In this case,
//RS// stands for Run Service where the service name is
Tomcat6
(the name of the executable). See Windows service
HOW-TO on the Apache Tomcat 6.0 web site.
End of procedure
Interaction Server Installation
Interaction Server is required for iWD 8.1. If you are an existing eServices customer, and Interaction Server and its databases are already installed and
in the following procedure.
Deployment Guide 61
Chapter 4: Installation Interaction Server Installation
Procedure:
Installing Interaction Server and its databases
Purpose: To install an instance of Interaction Server and create the Interaction
Server database and Event Log database.
Note:
The following procedure is a general procedure. Please work with your enterprise’s database administrator to follow the specific procedure that is required by your database management system and your enterprise policies.
Prerequisites
•
The Interaction Management CD.
•
Review the requirements for technical licensing. See “Technical
Create the
Databases
Create the DAP
Application
Objects
Start of procedure
1. Ensure that the database server is running.
2. Log on to the database server’s administrative interface (such as Oracle
Enterprise Manager).
3. Create a new database (for example, ixn_db
). This database will be used by
Interaction Server to store interaction data.
4. Create a new database (for example, ixn_eventlog_db
). This database will be used to store event-logging details (refer to the eServices
(Multimedia) 8.1 User’s Guide for more information about the Event Log database).
5. In Configuration Manager or Genesys Administrator, create two Database
Access Point (DAP)
Application
objects: one for the Interaction Server database, and one for the Event Log database.
a. On the
General
tab, enter a name for the DAP and select the DB Server
Application
object that will be used by the DAP to connect to the database.
62 intelligent Workload Distribution 8.1
Chapter 4: Installation Interaction Server Installation
Create the
Interaction Server
Application Object
b. On the
DB Info
tab, enter the details that will be used to connect to the database:
DBMS Name
: The name of the host on which the DBMS is located.
DBMS Typ e: The type of database management system that is being used in your environment.
Database Name
: The name that you specified for the database.
User Name
: The user name of the DBMS user.
Password
: The password that is used to connect to the DBMS.
Re-enter Password
: Enter the password again.
c. Add the following option to the Event Log Database Access Point
(DAP), and also to the to the Interaction Server Interactions DAP application object.
On the
Options
tab, create a new section called jdbc.
In the jdbc section, create an option called url
. For the option value, enter your jdbc connection string to the Interaction Server Event Log database or
Interaction Server Interactions database that is running on your database server.
If you are using Oracle database, use jdbc:evo:oracle:@ rather than jdbc:oracle:thin:@ or other providers.
Example: jdbc:evo:oracle:@//<oracle_host>:1521/<SID>.
d. Only for the Interaction Server Event Log DAP:
On the
Options
tab, create a new section called logger-settings
.
e. In this section, create a new option called batch-size a nd set its value to
100
.
f. Click
Apply to save the configuration.
6. Create the Interaction Server
Application
object. On the Interaction
Management CD, in the templates
folder, you will find the application template for Interaction Server. Import the template into Configuration
Manager or Genesys Administrator
7. Create a new
Application
object, based on the template.
a. On the
General
tab, enter a name for your Interaction Server.
b. On the
Server Info
tab, select the host on which Interaction Server will be installed, and enter the port that Interaction Server will use to communicate.
c. On the
Start Info
tab, enter any text into the
Working Directory,
Command Line,
and
Command Line Arguments fields (these fields will be repopulated with the correct information when Interaction Server is installed, but something must be entered in these fields now in order to save the
Application
object).
d. On the
Connections
tab, add connections to the two DAPs that you created earlier in this procedure.
Deployment Guide 63
Chapter 4: Installation Interaction Server Installation
Install Interaction
Server
e. The
Options
tab contains the configuration options for Interaction
Server. Refer to the eServices (Multimedia) 8.1 Reference Manual for detailed descriptions of the options. Be sure to update the options for the licensing.
There is a specific Interaction Server configuration option named completed-queues
that specifies a list of queues for completed interactions. When an interaction is placed into one of these queues, the
CompletedAt
timestamp is set for that interaction. This is also the timestamp that will be used to calculate the
Age
of the interaction that is displayed on the Global Task List. This option, if it is not already present, will be added for you automatically by using the
Configure
Ixn Custom Properties feature of iWD Manager. (See
iWD_Completed queue to the option. You might want to add other queues to this option, based on how you want this
Age to be calculated. For example, you may wish to set it to: iWD_Completed, iWD_Canceled, iWD_Rejected
Section: settings
Option name: completed-queues
Valid values: comma-separated list of queue names
Click
Apply to save the configuration.
8. Open the properties of the Universal Routing Server (URS)
Application object. On the
Connections
tab, add a connection to the Interaction Server that you just created.
9. A Multimedia Switching Office and Multimedia Switch must be created in
Genesys Configuration Database, to support Stat Server and URS operations. Refer to the eServices 8.1 Deployment Guide for more details on these topics.
10. Install Interaction Server.
a. From the computer on which Interaction Server will be installed, locate and double-click
Setup.exe
in the
InteractionServer
folder of the
Interaction Management DVD.
b. Click
Next
in the
Welcome
screen.
c. Select
Interaction Server
in the
Select Application Type
screen.
Click
Next
.
d. Enter the login details to connect to Configuration Server and click
Next
.
e. Click
Next in the Client Side Port Configuration screen (if you want to use client-side port configuration, refer to the Genesys 8.1 Security
Deployment Guide for more information).
f. Select the Interaction Server
Application
that you configured in
from the list and click
Next
.
g. Click
Install
to install Interaction Server.
64 intelligent Workload Distribution 8.1
Chapter 4: Installation Genesys Rules System Installation
h. Click
Finish
when the installation has been completed.
Note:
To emulate the behavior of iWD 7.6.1 when tasks are assigned to an agent you must configure a specific Interaction Server option. In that release, it was possible to revoke a task from an agent (that is, remove it from the agent desktop even when it was in an
Assigned state) when
Interaction Server received a request from an iWD capture point to
Cancel, Complete, Hold,
or
Restart the task. Similarly, it was also possible to
Cancel, Hold,
or
Restart
an
Assigned
task, through the
Global Task List.
To provide that same behavior in iWD 8.1, add the enable-revoke-from-agent option in the settings section of the
Interaction Server
Options tab and set the option value to true.
Initialize the
Interaction Server
Databases
11. Navigate to the installation directory for Interaction Server. On Windows, the default installation directory is
C:\Program Files\GCTI\eServices
8.1.2\Interaction Server
. Locate the script
folder.
a. In the script
folder, locate the folder for your DBMS type.
b. From your database administrative interface, run the isdb_<Database Type>.sq
l script on the Interaction Server database.
c. Run the eldb_<Database Type>.sql
script on the Event Log database.
End of procedure
Genesys Rules System Installation
To install Genesys Rules System for use with iWD, complete steps 1 to 6 of the
“Task Summary: Installing Genesys Rules System 8.1”, Chapter 2 in the
Genesys Rules System 8.1 Deployment Guide.
Note:
Step 7 of the Task Summary is not required. For iWD installations, you will create the business structure and then, push it to the Genesys
Rules System.
For production deployments, install the Genesys Rules System web applications (Genesys Rules Engine and the Genesys Rules Authoring Tool) on a dedicated application server instance, apart from the application server instance that is dedicated to the iWD web applications.
Configuring Genesys Rules System for Use with iWD
To prepare Genesys Rules System for use with iWD, complete the all of the configurations steps described in this section.
Deployment Guide 65
Chapter 4: Installation iWD Runtime Node Installation
Configuring Rule Evaluation Order
To enable Genesys Rules System to evaluate rules for iWD in the expected order, configure two options (one for the Genesys Rules Authoring Tool Server application and one for the Genesys Rules Engine):
1.
sequential-mode
—Set this configuration option value to false to ensure the Genesys Rules Engine performs its evaluation in the correct order.
Configure this option in the settings section in the Genesys Rules Engine
Application.
This is the default setting.
2.
group-by-level
—Set this configuration option value to true
to ensure the
Genesys Rules Engine evaluates all rules within a particular phase, within a particular node of the business structure hierarchy. Configure this option in the settings section in the Genesys Rules Authoring Tool server
Application.
This is the default setting.
For more information about the how Rule evaluation order functions, see
“Rule Evaluation Order” on page 246 .
Creating the Connection to Interaction Server
Create a connection by using the
Connections tab in the Interaction Server
Application to the Genesys Rules Engine
Application.
iWD Runtime Node Installation
This section describes the procedures that are used to install iWD Runtime
Node.
Note:
The JSF implementation must be set to SunRI1.2 for the iwd_node application. To do this:
1. From the installed application list, click on the application.
2. Click on the [
JSP and JSF options]
link.
3. Select
SunRI1.2
from the drop-down list.
4. Click
Save.
The iWD Runtime Node must be installed on a Java web application server before it can run iWD services. When deploying services for multiple tenants and solutions, each tenant and solution should have its own dedicated runtime node, so that the deployment of services to one runtime node will not affect the other runtime nodes that are running. Multiple runtime nodes can be set up to distribute load by running them on different physical computers. See
“Solutions and Services” on page 166 for more information about Solutions.
You might choose to have multiple Runtime Nodes under a single Solution in order to have a more distributed architecture, or for high availability. If you
66 intelligent Workload Distribution 8.1
Chapter 4: Installation iWD Runtime Node Installation create additional Runtime Nodes on your application server, with corresponding Runtime Nodes created through iWD Manager, each of these
Runtime Nodes in iWD Manager must map to a separate Runtime Node application in Configuration Server. Each of the Runtime Node Applications in
Configuration Server must have a connection to the Interaction Server
Application configured on its
Connections
tab.
Note:
For information about deploying iWD Services to run on multiple
Runtime Nodes, see “Deploying Services on Multiple Runtime
.
Procedure:
Installing the iWD Runtime Node (Windows)
Purpose: To install an instance of the iWD Runtime Node on the Windows platform.
Prerequisites
•
The environment meets the requirements that are described in “Installation
•
The web application server is stopped.
•
The iWD DVD.
Start of procedure
1. Log into Configuration Manager or Genesys Administrator and import the iWD Runtime Node
Application
template from the iWD DVD.
2. Create a new
Application
object, based on the template. (Refer to the
Genesys Administrator Help for specific information about creating new applications.)
Note:
The iWD Runtime Node
Application
will show as a Third Party
Server in Configuration Manager and Genesys Administrator.
3. On the
General
tab, enter a name for the iWD Runtime Node.
4. On the
Server Info
tab, enter the
Host
and
Port
that iWD Runtime will use.
Deployment Guide 67
Chapter 4: Installation iWD Runtime Node Installation
5. On the
Start Info
tab, enter any text in the
Working Directory, Command
Line,
and
Command Line Arguments
fields.
Note:
The
Application
object cannot be saved if these fields are left blank, but because the actual values will not be used, you can enter any text.
6. On the
Connections
tab, add a connection to Interaction Server.
7. Click
OK
to save the
Application
object.
8. Locate and double-click
setup.exe
in the Runtime Node directory
( iwdRuntimeNode
) of the iWD DVD.
9. The iWD Runtime Node Installation Wizard opens. Click
Next
in the
Welcome screen.
10. Select the web container (for example, Apache Tomcat or WebSphere) and click
Next
.
11. If you selected WebSphere in
a. Select the appropriate JDK from the list and click
Next
.
Note:
This is not the JDK which will be used by Websphere. This is necessary to properly configure the scripts which will be used to build the WAR archive.
b. In the
Choose Destination Folder
window, browse to the directory in which you want the iWD Runtime Node Java application part to be installed.
c. After installing iWD Runtime Node and other necessary iWD
components, build the WAR archive. See “Post-Installation Steps
When Using WebSphere Application Server” on page 93 and install
the generated
WAR file by using the WebSphere Integrated Solutions
Console. Usually the WAR archive is generated after the installation of iWD Data Mart.
d. Skip to
.
12. If you selected Apache Tomcat in Step 10
, in the
Choose Tomcat Location window, browse to the
Home
directory for your Apache Tomcat installation
(for example,
C:\Program Files\Apache\Tomcat60\
). The Runtime Node components will be installed in the selected directory under the webapps folder.
13. Click
Next
, then
Install
, then
Finish
.
End of procedure
68 intelligent Workload Distribution 8.1
Chapter 4: Installation iWD Runtime Node Installation
Next Steps
•
If you are using the Statistics Adapter service in your environment, you must update the iWD Runtime Node application as described in
Associating a Person’s account with the iWD Runtime Node application
.
•
Install iWD Manager as described in “iWD Manager Installation” on page 72
.
Procedure:
Installing the iWD Runtime Node with Tomcat (UNIX)
Purpose: To install an instance of the iWD Runtime Node with Tomcat on the
UNIX platform.
Prerequisites
•
The environment meets the requirements that are described in “Installation
•
The web application server is stopped.
•
The iWD DVD.
•
You have access rights to execute install.sh.
Start of procedure
1. At the root, browse to the install directory and enter
./install.sh.
2. When the following output is displayed., enter the required information, as indicated at each prompt.
Note:
In this procedure Tomcat is select for the servlet container.
I nstalling iWD Runtime Node, version 8.1.xxx.xx
Please select your servlet container type by number:
1. Tomcat
2. WebSphere
=>1
Please enter the full path to your
Tomcat installation =>/iwd81/iwd
Please enter full path of the destination directory for installation
Deployment Guide 69
Chapter 4: Installation iWD Runtime Node Installation
=>/var/iwd81/runtime
Extracting tarfile: data.tar.gz to directory: /var/iwd81/runtime
...
webapp/
...
webapp/WEB-INF/lib/routingprotocol.jar
webapp/WEB-INF/lib/portlet-api.jar
...
webapp/ui/lib/codepress/codepress.css
webapp/META-INF/ webapp/META-INF/MANIFEST.MF
Installation of iWD Runtime Node, version 8.1.xxx.xx has completed successfully.
End of procedure
Next Steps
•
If you are using the Statistics Adapter service in your environment, you must update the iWD Runtime Node application as described in
Associating a Person’s account with the iWD Runtime Node application
.
•
Install iWD Manager as described in “iWD Manager Installation” on page 72
.
Procedure:
Installing the iWD Runtime Node with Websphere
(UNIX)
Purpose: To install an instance of the iWD Runtime Node with Websphere on the UNIX platform.
Prerequisites
•
The environment meets the requirements that are described in “Installation
•
The web application server is stopped.
•
The iWD DVD.
•
You have access rights to execute install.sh.
70 intelligent Workload Distribution 8.1
Chapter 4: Installation iWD Runtime Node Installation
Start of procedure
1. At the root, browse to the install directory and enter
./install.sh.
2. When the following output is displayed., enter the required information, as indicated at each prompt.
Note:
In this procedure Websphere is selected for the servlet container.
When asked to provide the destination directory, enter an arbitrary location. iWD Runtime node Java application and supporting files will be installed in this directory.
Installing iWD Runtime Node, version 8.1.xxx.xx
Please select your servlet container type by number:
1. Tomcat
2. WebSphere
=>2
Please enter full path of the destination directory for installation
=>/var/iwd81/runtime
Extracting tarfile: data.tar.gz to directory: /var/iwd81/runtime iWD_RuntimeNode.sh
support/ support/websphere/
...
webapp/WEB-INF/lib/outboundprotocol.jar
...
webapp/META-INF/ webapp/META-INF/MANIFEST.MF
Installation of iWD Runtime Node, version 8.1.xxx.xx has completed successfully.
End of procedure
Next Steps
•
After installation of iWD Runtime node and other iWD components, build the WAR archive as described in
generated WAR file by using WebSphere Integrated Solutions Console.
•
If you are using the Statistics Adapter service in your environment, you must update the iWD Runtime Node application as described in
Associating a Person’s account with the iWD Runtime Node application
.
Deployment Guide 71
Chapter 4: Installation iWD Manager Installation
•
Install iWD Manager as described in “iWD Manager Installation” on page 72
.
Procedure:
Associating a Person’s account with the iWD Runtime
Node application
Purpose: This procedure is required only if you plan to deploy the Statistics
Adapter service will need to update the options in your Stat Server application, and it does this through the iWD Runtime Node application that has been configured in Configuration Server. For this reason, you need to ensure that your iWD Runtime Node is configured so that it can make the required changes to the Stat Server application on behalf of a user with appropriate security permissions.
Start of procedure
1. In Configuration Manager or Genesys Administrator, locate the
Application
for the iWD Runtime Node where you will be running the
Statistics Adapter service.
2. Select the
Security
tab or the
Server Info section, if you are using
Genesys Administrator.
3. In the
Log On As
section, select
This Account
and click the
Browse button or, if you are using Genesys Administrator, in the
Log On Account section, click the
Browse button.
4. In the
Add User
dialog box, select a user who is a member of the
Administrators Access Group and who has Full Control permissions for the iWD Runtime Node application.
5. Click
OK
to close the
Add User dialog box.
6. Click
OK
to save and close the application’s properties.
End of procedure
iWD Manager Installation
This section describes the procedures that are used to install iWD Manager. It contains the following topics:
iWD Configuration Database Preparation, page 73
72 intelligent Workload Distribution 8.1
Chapter 4: Installation iWD Manager Installation
iWD Manager Installation, page 74
Note:
The JSF implementation must be set to SunRI1.2 for the iwd_manager application. To do this:
1. From the installed application list, click on the application.
2. Click on the [
JSP and JSF options]
link.
3. Select
SunRI1.2
from the drop-down list.
4. Click
Save.
iWD Configuration Database Preparation
The iWD Configuration database must be created prior to installation of iWD
Manager.
Note:
The iWD Configuration database is distinct from the Genesys
Configuration database.
The following procedure is a general procedure. Work with your enterprise’s database administrator to follow the specific procedure that is required by your database management system and your enterprise policies.
Procedure:
Creating the iWD Configuration database
Purpose: The iWD Manager application utilizes a database in which all of the configuration data is stored. This database must be created before the iWD
Manager application can be installed and accessed.
Note:
Starting with release 8.1, iWD no longer packages the JDBC driver for MySQL. Therefore, if you want to use the MySQL database for the iWD configuration database, you must first obtain and install the
JDBC driver.
Start of procedure
1. Ensure that the database server is running.
2. Log on to the database server’s administrative interface (such as Oracle
Enterprise Manager).
3. Create a new database user account (for example, iwdmanageruser
). This account will be used by iWD Manager to store configuration data and will be accessed by the iWD Runtime Node as well.
Deployment Guide 73
Chapter 4: Installation iWD Manager Installation
4. Create a new database (for example, iwdmanagerdb
). This database will be used by iWD Manager to store configuration data.
5. Ensure that the user who was created in
database, including the following permissions
:
•
CREATE TABLE
•
CREATE INDEX
•
CREATE VIEW
•
CREATE TRIGGER
(Oracle)
•
CREATE SEQUENCE
(Oracle)
End of procedure
iWD Manager Installation
The iWD Manager application must be installed on a Java application server before it can be accessed. iWD Manager, and iWD Runtime must be installed before any other iWD components can be installed.
For improved scalability and memory management in production deployments, install iWD Manager and iWD Runtime Node on a separate application server instance from the Genesys Rules System web applications.
Procedure:
Installing iWD Manager (Windows)
Purpose: To install the iWD Manager application on the Windows platform.
Summary
Installation of iWD Manager saves the required database scripts in the working directory. These scripts must be run against the iWD Configuration database and the Interaction Server database. This procedure describes how to install iWD Manager, as well as how to update the databases.
Prerequisites
•
The web application server (such as Tomcat) is stopped.
•
The iWD Configuration database has been created (see
Creating the iWD Configuration database, on page 73
).
•
The iWD Configuration database is accessible.
•
The computer on which the iWD Manager is going to be installed has network access to the computer that is hosting Genesys Configuration
Server. Users of iWD Manager will be authenticated through Genesys
Configuration Server.
74 intelligent Workload Distribution 8.1
Chapter 4: Installation iWD Manager Installation
Start of procedure
1. Log into Configuration Manager or Genesys Administrator and import the iWD Manager
Application
template from the iWD DVD.
2. Create a new
Application
object based on the template. (Refer to the
Genesys Administrator Help for specific information about creating new applications.) On the
General
tab, enter a name for your iWD Manager application.
Note:
The iWD Manager
Application
will show as a Third Party
Application in Configuration Manager and Genesys
Administrator.
3. On the
Connections
tab, add a connection to Interaction Server.
4. Click
Save
to save the iWD Manager application.
5. Locate and double-click
setup.exe
in the iWD Manager directory of the iWD DVD.
6. The iWD Manager Installation Wizard opens. Click
Next
in the
Welcome screen.
7. Select the web container (for example, Tomcat or WebSphere) and click
Next
.
8. If you selected WebSphere in
, select the appropriate JDK from the list.
Note:
This is not the JDK which will be used by WebSphere. This is necessary to properly configure the scripts which will be used to build the WAR archive.
9. If you selected Apache Tomcat in Step 7
, browse to the Home directory for your Apache Tomcat installation (for example,
C:\ProgramFiles\Apache\Tomcat60\
). The iWD Manager components will be installed in the selected directory, under the webapps/ subdirectory.
10. Click
Next
.
11. In the
Connection Parameters to the Configuration Server
screen, enter the login details to connect to Genesys Configuration Server and then click
Next
:
Host name
: The host of Genesys Configuration Server
Port
: The port that is used by Genesys Configuration Server
User name
: The user name of the
Person
(or
User
) as defined in Genesys
Configuration Manager or Genesys Administrator.
Password
: The password that is associated with the
Person
(or
User
).
Deployment Guide 75
Chapter 4: Installation iWD Manager Installation
12. Choose the destination location for iWD Manager.
If you selected Websphere in
, both supporting files and iWD
Manager Java application part will be installed in that location. If you
selected Tomcat in Step 7 , only supporting files for iWD Manager will be
installation in that location. The iWD Manager web application will be installed directly into the webapps folder under your Tomcat home directory.
13. After installation of iWD Manager and other iWD components, build the
WAR archive as described in “Post-Installation Steps When Using
WebSphere Application Server” on page 93 and install the generated
WAR file by using WebSphere Integrated Solutions Console.
You can accept the default or browse to another location on your computer.
Click
Next
.
14. Select the database type that will be used by the iWD Configuration
database, which was created in Procedure: Creating the iWD Configuration database, on page 73 .
15. Enter the parameters that are used to connect to the iWD Configuration database in the next screen.
Enter the following information:
•
DB Server Host
: The name of the computer on which the database is located.
•
Database Name
: The name of the iWD Configuration database (as
specified in Procedure: Creating the iWD Configuration database, on page 73
).
•
User Name
: The name of the user that is used to connect to the database.
•
Password
: The password that is used to connect to the database.
Click
Next
16. Enter the host name and port of the computer on which the backup
Genesys Configuration Server is running. If there is no backup
Configuration Server in your environment, specify the primary
Configuration Server host and port. Click
Next
.
17. In the
Ready to Install
screen, click
Install
to begin the installation of iWD Manager.
18. When installation has been completed, click
Finish
.
19. Optional step: Encode your database password. A file named passwordEncoder.cmd
(or passwordEncoder.sh
for UNIX-based operating systems) file is included when you install iWD Manager. This utility can be run to encode the database password that appears in the iwd.properties
76 intelligent Workload Distribution 8.1
Chapter 4: Installation iWD Manager Installation file, which is located in
<web application server directory>/webapps/iwd_manager/WEB-INF/classes
(the password is in plain text in the iwd.properties
file by default).
Note:
In order for the password encoder to work, the JDK/JRE bin directory must be added to the
PATH
system environment variable.
For example, if the JDK is installed in
C:\Java\jdk1.6.0_29 then
C:\Java\jdk1.6.0_29\bin should be in the
PATH
system environment variable.
a. Open a Windows command-line window (go to
Start->Run
and enter cmd
in the Run dialog box)
.
b. Navigate to the directory in which the passwordEncoder.cmd
file is located (for example, cd C:\Program
Files\GCTI\iWDManager\passwordEncoder
where the cd
command is used to change the directory).
c. Enter
passwordEncoder <unencoded password>
(for example, if the password is genesys
you would type in passwordEncoder genesys
).
d. The command-line window will display the encoded version of the password
e. In the iwd.properties
file, replace the unencoded version of the password string with the encoded version
( iwd.configDatabase.password=
).
f. Change the value of the iwd.configDatabase.passwordEncoded
property to true.
g. Save the iwd.properties
file. Below are two sample files. The first shows an iwd.properties file before the password was encoded. The example shows the same file after the password was encoded.
Sample file with unencoded password
iwd.configDatabase.url=jdbc:sqlserver://iwd80vm;databaseName=iwd managerdb iwd.configDatabase.username=genesys iwd.configDatabase.password=genesys iwd.configDatabase.passwordEncoded=false iwd.configDatabase.driverClassName=com.microsoft.sqlserver.jdbc.
SQLServerDriver iwd.configDatabase.hibernateDialect=org.hibernate.dialect.SQLSer
verDialect iwd.configDatabase.type=mssql
Deployment Guide 77
Chapter 4: Installation iWD Manager Installation iwd.cfgServerHost=localhost iwd.cfgServerPort=2020 iwd.cfgServerBackupHost=localhost iwd.cfgServerBackupPort=2020 iwd.host=maestro_01
Sample file with encoded password
iwd.configDatabase.url=jdbc:sqlserver://iwd80vm;databaseName=iwd managerdb iwd.configDatabase.username=genesys iwd.configDatabase.password=Z2VuZXN5cw== iwd.configDatabase.passwordEncoded=true iwd.configDatabase.driverClassName=com.microsoft.sqlserver.jdbc.
SQLServerDriver iwd.configDatabase.hibernateDialect=org.hibernate.dialect.SQLSer
verDialect iwd.configDatabase.type=mssql iwd.cfgServerHost=localhost iwd.cfgServerPort=2020 iwd.cfgServerBackupHost=localhost iwd.cfgServerBackupPort=2020 iwd.host=maestro_01.
Note:
You can use other Base64 encoders to encode your password as well. These can be found easily on the Web. One example is: http://www.motobit.com/util/base64-decoder-encoder.asp
End of procedure
Next Steps
•
Install the remaining iWD components. See “Installing iWD Data Mart” on page 86
.
•
Run the iWD Setup Utility. See “iWD Setup Utility” on page 102 .
•
Create a Script object the Genesys Rules Authoring Tool will use to
retrieve data from the iWD configuration database. “Enabling Genesys
Rules Authoring Tool to Retrieve Dynamic Data from iWD Configuration
78 intelligent Workload Distribution 8.1
Chapter 4: Installation iWD Manager Installation
Procedure:
Installing iWD Manager with Tomcat (UNIX)
Purpose: To install the iWD Manager
Application with Tomcat on the UNIX platform.
Summary
Installation of iWD Manager saves the required database scripts in the working directory. These scripts must be run against the iWD Configuration database and the Interaction Server database.
Prerequisites
•
The web application server (such as Tomcat) is stopped.
•
The iWD Configuration database has been created (see
Creating the iWD Configuration database, on page 73
).
•
The iWD Configuration database is accessible.
•
The computer on which the iWD Manager is going to be installed has network access to the computer that is hosting Genesys Configuration
Server. Users of iWD Manager will be authenticated through Genesys
Configuration Server.
•
You have access rights to execute install.sh.
Start of procedure
1. At the root, browse to the install directory and enter
./install.sh.
2. When the following output is displayed., enter the required information, as indicated at each prompt.
Note:
In this procedure Tomcat is selected for the servlet container.
Deployment Guide 79
Chapter 4: Installation iWD Manager Installation
Installing iWD Manager, version 8.1.xxx.xx
Please select your servlet container type by number:
1. Tomcat
2. WebSphere
=>1
Please enter the full path to your
Tomcat installation =>/iwd81/iwd
Please specify the type of used Database Server:
1) MS SQL Server
2) MySQL Server
3) Oracle Server
=>1
Please enter the Database Server hostname or IP address =>dbmssql
Please enter the Database name =>iwd810_config
Please enter the Database Server user name =>iwd
Please specify the Database Server user password =>
Please enter the Configuration Server Host Name =>mcr801
Please enter the Configuration Server Port =>2020
Please enter the Configuration Server Backup Host Name =>mcr801
Please enter the Configuration Server Backup Port =>9090
Please enter full path of the destination directory for installation
=>/var/iwd81/manager
Extracting tarfile: data.tar.gz to directory: /var/iwd81/manager
...
webapp/
...
webapp/WEB-INF/ webapp/WEB-INF/application.properties
webapp/WEB-INF/web.xml
webapp/WEB-INF/faces-config.xml
webapp/WEB-INF/lib/ webapp/WEB-INF/lib/hibernate.jar
webapp/WEB-INF/lib/packagedstatisticsdeprecated.jar
webapp/WEB-INF/lib/commons-lang.jar
webapp/WEB-INF/lib/commons-logging.jar
...
webapp/META-INF/MANIFEST.MF
Installation of iWD Manager, version 8.1.xxx.xx has completed successfully.
End of procedure
80 intelligent Workload Distribution 8.1
Chapter 4: Installation iWD Manager Installation
Next Steps
•
Install the remaining iWD components. See “Installing iWD Data Mart” on page 86
.
•
Run the iWD Setup Utility. See “iWD Setup Utility” on page 102 .
•
Create a Script object the Genesys Rules Authoring Tool will use to
retrieve data from the iWD configuration database. “Enabling Genesys
Rules Authoring Tool to Retrieve Dynamic Data from iWD Configuration
Procedure:
Installing iWD Manager with Websphere (UNIX)
Purpose: To install the iWD Manager
Application with Websphere on the
UNIX platform.
Summary
Installation of iWD Manager saves the required database scripts in the working directory. These scripts must be run against the iWD Configuration database and the Interaction Server database.
Prerequisites
•
The iWD Configuration database has been created (see
Creating the iWD Configuration database, on page 73
).
•
The iWD Configuration database is accessible.
•
The computer on which the iWD Manager is going to be installed has network access to the computer that is hosting Genesys Configuration
Server. Users of iWD Manager will be authenticated through Genesys
Configuration Server.
•
You have access rights to execute install.sh.
Deployment Guide 81
Chapter 4: Installation iWD Manager Installation
Start of procedure
1. At the root, browse to the install directory and enter
./install.sh.
2. When the following output is displayed., enter the required information, as indicated at each prompt.
Note:
In this procedure Websphere is selected for the servlet container.
When asked to provide the destination directory, enter an arbitrary location. iWD Manager Java application and supporting files will be installed in this directory.
Installing iWD Manager, version 8.1.xxx.xx
Please select your servlet container type by number:
1. Tomcat
2. WebSphere
=>2
Please specify the type of used Database Server:
1) MS SQL Server
2) MySQL Server
3) Oracle Server
=>1
Please enter the Database Server hostname or IP address =>dbmssql
Please enter the Database name =>iwd81_configuration
Please enter the Database Server user name =>iwd
Please specify the Database Server user password =>
Please enter the Configuration Server Host Name =>mcr801
Please enter the Configuration Server Port =>2020
Please enter the Configuration Server Backup Host Name =>mcr801-1
Please enter the Configuration Server Backup Port =>2020
Please enter full path of the destination directory for installation
=>/var/iwd81/manager
Extracting tarfile: data.tar.gz to directory: /var/iwd81/manager acme/
82 intelligent Workload Distribution 8.1
Chapter 4: Installation iWD Manager Installation acme/.gitignore
...
config/iwdbp.wie
...
webapp/ui/images/services/activeMQService.gif
...
webapp/help/whxdata/whglo.xml
Installation of iWD Manager, version 8.1.xxx.xx has completed successfully.
End of procedure
Next Steps
•
After installation of iWD Manager and other iWD components, build the
WAR archive as described in “ Procedure: Building WAR archives for iWD
Manager and iWD Runtime Node (UNIX), on page 94 and install the
generated WAR file by using WebSphere Integrated Solutions Console.
•
Install the remaining iWD components. See “Installing iWD Data Mart” on page 86
.
•
Run the iWD Setup Utility. See “iWD Setup Utility” on page 102 .
•
Create a Script object the Genesys Rules Authoring Tool will use to
retrieve data from the iWD configuration database. “Enabling Genesys
Rules Authoring Tool to Retrieve Dynamic Data from iWD Configuration
iWD Configuration Database Auto-Update
iWD Manager can initialize and upgrade its database (referred to as the iWD
Configuration database) automatically. This is done by creating the database and configuring iWD Manager to use that database. No manual execution of database scripts is required. At first launch iWD Manager will connect to the database and will allow the user to perform Create/Upgrade procedure from the login screen.
Enabling Genesys Rules Authoring Tool to Retrieve
Dynamic Data from iWD Configuration Database
The values of several types of iWD configuration objects can be retrieved dynamically by the Genesys Rules Authoring Tool (GRAT), during the rules authoring process. Of particular importance, is the fact that GRAT can display a list of configured iWD Capture Points to the rules author, when it is using the
Capture Point is rule condition. This is one of the out-of-the-box conditions in the iWD Standard Rules Template. It uses a rule parameter of type
Deployment Guide 83
Chapter 4: Installation iWD Manager Installation database,
which is configured to retrieve the list of Capture Points directly from the iWD configuration database. Part of the configuration of this rule parameter, capturePoint,
is a profile that instructs GRAT how to connect to the iWD configuration database.
This configuration property called
Profile corresponds to a
Script object in
Genesys Configuration Server. The script must be created under the
Environment tenant, because that is where the iWD Standard Rules Template will be migrated to, since it is coming from the
System tenant in the iWD configuration database.
Give the Script object the name
iWD Manager DB Connection Profile
, in order to match the name used in the iWD Standard Rules Template. The script type must be
Data Collection.
On the
Annex tab of the
Script object, add a single configuration section called database.
In that section, add the following values:
driver
Value:
For example, for Microsoft SQL Server 2005 the value might be: com.microsoft.sqlserver.jdbc.SQLServerDriver
Description: The JDBC driver that is used by your database server. For the exact syntax, see the database server documentation.
url
Value: For example, for Microsoft SQL Server, the URL to connect to a database called
IWD_CONFIG on the host name mcr810iwd might be: jdbc:sqlserver://mcr810iwd:1433;databaseName=IWD_CONFIG
Description: The JDBC URL to connect to the iWD configuration database. For the exact syntax, see the database server documentation.
username
Value: Username of database server user with access to the iWD configuration database
password
Value: Password of database server user
After you have added these option, save the script
Note:
If you plan to use the Genesys-provided ACME Rules Template in your environment, or access any iWD Lookup Tables from within your business rules, create an identical
Script object under your child tenant in Configuration Server.
84 intelligent Workload Distribution 8.1
Chapter 4: Installation Enabling ADDP Connections Between iWD and the Genesys Suite
Enabling ADDP Connections Between iWD and the Genesys Suite
To enable the Advanced Disconnect Detection Protocol (ADDP) in connections between various parts of iWD and the rest of Genesys suite, follow the steps below.
Enabling/Disabling ADDP for iWD Manager Application
Procedure:
Enabling/disabling ADDP for the iWD Manager application
Start of procedure
1. After installation, in the iwd.properties
file, configure the following parameters:
•
iwd.addpTimeout
•
iwd.addpRemoteTimeout
By default ADDP is enabled and timeouts are set to
10 seconds.
2. To disable ADDP, set timeouts to
0
(zero).
End of procedure
Enabling/Disabling ADDP for iWD Runtime Node
Procedure:
Enabling/disabling ADDP for the iWD Runtime node
Start of procedure
1. In Genesys Administrator or Genesys Configuration Manager, open the iWD Runtime Node application.
2. On the
Connections
tab, enable ADDP for the connection to Interaction
Server.
3. Set local and remote timeouts. Genesys recommends 10 seconds as normally sufficient.
4. In iWD Manager, under the solution which is deployed on a particular runtime node, configure the following parameters for Configuration Server
Connector and Interaction Server Connector services:
Deployment Guide 85
Chapter 4: Installation Installing iWD Data Mart
•
addpTimeout
(seconds)
•
addpRemoteTimeout
(seconds).
Genesys recommends setting the timeouts to the same values as configured in Genesys Administrator or Configuration Manager for the Runtime Node application.
Note:
You might need to come back to the steps in this procedure after you create these services in iWD Manager.
Procedure: Creating services in iWD Manager, on page 118
.
End of procedure
Installing iWD Data Mart
When iWD Runtime Node and iWD Manager have been installed, the iWD
Data Mart components can be installed.
Note:
When installing iWD components, stop your Tomcat web application server. Stopping is optional for WebSphere.
Procedure:
Installing iWD Data Mart (Windows)
Purpose: To install an instance of iWD Data Mart for your iWD 8.1 Solution on the Windows platform.
Notes:
Each iWD tenant solution requires its own Data Mart.
Genesys recommends putting the iWD Data Mart services on a separate Runtime Node than that which hosts the rest of the iWD services. This is because the iWD Data Mart services are CPU and memory intensive.
Prerequisites
•
iWD Manager and iWD Runtime Node are installed.
Start of procedure
1. From the server that is running iWD Manager, navigate to the iWD Data
Mart folder of the iWD DVD. Locate and double-click
Setup.exe
.
2. Click
Next
in the
Welcome
screen.
86 intelligent Workload Distribution 8.1
Chapter 4: Installation Installing iWD Data Mart
3. Choose a destination folder for iWD Data Mart. Either accept the default location or browse to a different location. Click
Next
.
4. Click
Install
to install iWD Data Mart. Click
Finish
when the installation has been completed.
5. If iWD Runtime Node is running on a different host, you will need to install iWD Data Mart on that host as well. Repeat steps
from the iWD Runtime Node host, selecting iWD Runtime Node when prompted.
End of procedure
Next Steps
•
Create the iWD Data Mart Database. See Procedure: Creating the iWD
•
If you will be using the Genesys Interactive Insights for iWD product for historical reporting based on the iWD Data Mart, you must enable several aggregates that are not enabled by default. Please see the “Reading iWD
Aggregation” section of the Interactive Insights 8.1 Deployment Guide.
Procedure:
Installing iWD Data Mart with Tomcat (UNIX)
Purpose: To install an instance of iWD Data Mart with Tomcat for your iWD
8.1 Solution on the UNIX platform.
Notes:
Each iWD tenant solution requires its own Data Mart.
Genesys recommends putting the iWD Data Mart services on a separate Runtime Node than that which hosts the rest of the iWD services. This is because the iWD Data Mart services are CPU and memory intensive.
Prerequisites
•
iWD Manager and iWD Runtime Node are installed.
•
You have access rights to execute install.sh.
Deployment Guide 87
Chapter 4: Installation Installing iWD Data Mart
Start of procedure
1. At the root, browse to the install directory and enter
./install.sh.
2. When the following output is displayed., enter the required information, as indicated at each prompt.
Note:
In this procedure Tomcat is the selected servlet container.
Installing iWD Manager, version 8.1.xxx.xx
Please select your servlet container type by number:
1. Tomcat
2. WebSphere
=>1
Please enter the full path to your
Tomcat installation =>/iwd81/iwd
Please enter full path of the destination directory for installation
=>/var/iwd81/dm
Extracting tarfile: data.tar.gz to directory: /var/iwd81/dm config/ config/iwd_reporting.xml
...
etl/aggregate_intraday/1221_select_plugin.ktr
etl/aggregate_intraday/121_set_plugin.ktr
etl/aggregate_intraday/400_etl_audit.ktr
...
lib/sqljdbc.jar
lib/CacheDB.jar
...
sql_scripts/mysql/iwd_dm_mysql.sql
Installation of iWD Data Mart, version 8.1.xxx.xx has completed successfully.
End of procedure
Next Steps
•
Create the iWD Data Mart Database. See Procedure: Creating the iWD
•
If you will be using the Genesys Interactive Insights for iWD product for historical reporting based on the iWD Data Mart, you must enable several aggregates that are not enabled by default. Please see the “Reading iWD
Aggregation” section of the Interactive Insights 8.1 Deployment Guide.
88 intelligent Workload Distribution 8.1
Chapter 4: Installation Installing iWD Data Mart
Procedure:
Installing iWD Data Mart with Websphere (UNIX)
Purpose: To install an instance of iWD Data Mart with Websphere for your iWD 8.1 Solution on the UNIX platform.
Notes:
Each iWD tenant solution requires its own Data Mart.
Genesys recommends putting the iWD Data Mart services on a separate Runtime Node than that which hosts the rest of the iWD services. This is because the iWD Data Mart services are CPU and memory intensive.
Summary
When installing iWD Data Mart and Websphere Application Server on UNIX, install iWD Data Mart twice—once to enter iWD Manager installation directory as the target directory, then again, to enter the iWD Runtime node installation directory as the target directory. iWD Manager and iWD Runtime are installed in arbitrary locations and the iWD Data Mart installer cannot locate these directories automatically.
Prerequisites
•
iWD Manager and iWD Runtime Node are installed.
•
You have access rights to execute install.sh.
Deployment Guide 89
Chapter 4: Installation Installing iWD Data Mart
Targeting iWD
Manager Install
Directory
Start of procedure
1. At the root, browse to the install directory and enter
./install.sh.
2. When the following output is displayed., enter the required information, as indicated at each prompt.
Note:
In this procedure Websphere is selected as the servlet container.
Targeting iWD
Runtime Note
Install Directory
Installing iWD Data Mart, version 8.1.xxx.xx
Please select your servlet container type by number:
1. Tomcat
2. WebSphere
=>2
Please enter full path of the destination directory for installation
=>/var/iwd81/manager
Extracting tarfile: data.tar.gz to directory: /var/iwd81/manager config/
...
etl/aggregate_stats/
...
sql_scripts/oracle/iwd_dm_oracle.sql
iWD Runtime Node application server directory was not found.
Please install iWD Runtime Node.
3. At the root, browse to the install directory and enter
./install.sh.
4. When the following output is displayed., enter the required information, as indicated at each prompt.
Installing iWD Data Mart, version 8.1.xxx.xx
Please select your servlet container type by number:
1. Tomcat
2. WebSphere
=>2
Please enter full path of the destination directory for installation
=>/var/iwd81/runtime
90 intelligent Workload Distribution 8.1
Chapter 4: Installation Installing iWD Data Mart
Extracting tarfile: data.tar.gz to directory: /var/iwd81/runtime config/
...
config/iwd_reporting.xml
...
sql_scripts/oracle/ sql_scripts/oracle/iwd_dm_oracle.sql
Installation of iWD Data Mart, version 8.1.xxx.xx has completed successfully.
End of procedure
Next Steps
•
Create the iWD Data Mart Database. See Procedure: Creating the iWD
•
If you will be using the Genesys Interactive Insights for iWD product for historical reporting based on the iWD Data Mart, you must enable several aggregates that are not enabled by default. Please see the “Reading iWD
Aggregation” section of the Interactive Insights 8.1 Deployment Guide.
iWD Manager on Solaris
If iWD Manager on Solaris fails after logging in, with an error resulting from the locale not being set, use the following commands to set the locale: expected output
Expected Output
bash-3.00# LANG=en_US.UTF-8 bash-3.00# export LANG bash-3.00# locale
LANG=en_US.UTF-8
LC_CTYPE="en_US.UTF-8"
LC_NUMERIC="en_US.UTF-8"
LC_TIME="en_US.UTF-8"
LC_COLLATE="en_US.UTF-8"
LC_MONETARY="en_US.UTF-8"
LC_MESSAGES="en_US.UTF-8"
LC_ALL=
You can also find information on this issue on the following iWD Google site page: https://sites.google.com/a/iwdlab.com/iwd8/deployment/ installation-on-unix-hosts
Deployment Guide 91
Chapter 4: Installation Installing iWD Data Mart
Procedure:
Creating the iWD Data Mart Database
Purpose: To create the iWD Data Mart database.
Prerequisites
•
iWD Data Mart is installed. See Procedure: Installing iWD Data Mart
Summary
This is a general procedure. Work with your enterprise’s database administrator to follow the specific procedure that is required by your database management system and your enterprise policies.
Note:
Starting with release 8.1, iWD no longer packages the JDBC driver for MySQL. If you want to use the MySQL database for the iWD Data
Mart database, you must first obtain and install the JDBC driver.
Start of procedure
1. Ensure that the database server is running.
2. Log on to the database server’s administrative interface (such as Oracle
Enterprise Manager).
3. Create a new database (for example, iwddatamart
). This database will be used by iWD Data Mart to store data.
4. Ensure that there is a user, who has access to the Data Mart database, who has the following permissions:
•
CREATE TABLE
•
CREAT INDEX
•
CREATE VIEW
•
CREATE TRIGGER
(Oracle)
•
CREATE SEQUENCE
(Oracle)
5. The iWD Data Mart database will be initialized automatically the first time
the Database Service and Kettle ETL Service are started. See “Database
Service” on page 188 for more information about the Database Service. If
the Database Service’s
AutoSynchronize
option is selected, this initialization is automatic, and the Database Service will also check for updates to the iWD Data Mart database whenever a new version of iWD
Data Mart is installed. The
AutoSynchronize option will also initialize ETL plug-ins.
End of procedure
92 intelligent Workload Distribution 8.1
Chapter 4: Installation Installing iWD Data Mart
Post-Installation Steps When Using WebSphere Application
Server
After the installation of iWD Manager, iWD Runtime Node and all the components, it is necessary to build the WAR archives and install them into
WebSphere using Integrated Solutions Console.
Procedure:
Building WAR archives for iWD Manager and iWD
Runtime Node (Windows)
Start of procedure
1. Browse to the directory which was specified during installation of iWD
Manager and continue to subdirectory
\webapps.
2. Launch the iWD_Manager.bat
file. This will create the iwd_manager.war
file
3. Browse to the directory which was specified during installation of iWD
Runtime Node and continue to subdirectory
\webapps.
4. Launch the iWD_RuntimeNode.bat
file. This will create the iwd_node.war file
5. Log in to Websphere Integrated Solutions Console.
6. Uninstall existing iWD Manager and iWD Runtime Node applications, if they are present.
7. Install iWD applications, and select the prepared WAR files when prompted.
8. When installation is completed, adjust the order of classloaders for each installed iWD application. By default, classloader order is
Parent
first, then
Application
. iWD requires the order to be
Application
first, then
Parent
.
9. To change the order of the classloaders, in WebSphere Integrated Solutions
Console, click on
Application
, click
Manage Modules
, click on
Module
(one per application), then change the classloader order to
Application
, then
Parent
.
10. Click
Save
.
Note:
When deploying on Websphere 8.x, the JSF implementation must be set to SunRI1.2 for both the iwd_manager
and the iwd_node applications.
From the installed application list:
a. Click on the application.
b. Click on the
[JSP and JSF options] link.
Deployment Guide 93
Chapter 4: Installation Installing iWD Data Mart
c. Select
SunRI1.2 from the drop-down list.
d. Click
Save
.
11. Start the application.
End of procedure
Procedure:
Building WAR archives for iWD Manager and iWD
Runtime Node (UNIX)
Start of procedure
1. Browse to the directory which was specified during installation of iWD
Manager and continue to subdirectory webapps/.
2. Launch the iWD_Manager.sh file. This will create the iwd_manager.war
file
3. Browse to the directory which was specified during installation of iWD
Runtime Node and continue to subdirectory webapps/.
4. Launch the iWD_RuntimeNode.sh file. This will create the iwd_node.war file
The following output will be displayed: bash-3.00# cd /var/iwd81 bash-3.00# ls manager runtime bash-3.00# cd manager/webapps bash-3.00# ls iWD_Manager.sh iwd_manager bash-3.00# ./iWD_Manager.sh
added manifest
...
adding: ui/css/tooltips.css(in = 613) (out= 613)(stored 0%) bash-3.00# cd /var/iwd81/runtime/webapps bash-3.00# ./iWD_RuntimeNode.sh
added manifest
...
adding: ui/lib/codepress/images/line-numbers.png(in = 16556) (out=
16556)(stored 0%) bash-3.00#
Procedure: Building WAR archives for iWD
Manager and iWD Runtime Node (Windows), on page 93 .
End of procedure
94 intelligent Workload Distribution 8.1
Chapter 4: Installation Integrated Capture Points
Integrated Capture Points
Capture point functionality allows iWD to create new tasks, based on data coming from an enterprise application or source system. Capture points also enable existing tasks to be canceled, completed, held/resumed, restarted, or modified.
Capture point functionality is integrated into Interaction Server. However, for customers upgrading from iWD 7.6.1 or 8.0, iWD 8.1 also supports the legacy capture point services from those releases.
Genesys recommends that you use the Integrated Capture Points. Each of these supports some level of backward compatibility for those customers that are accustomed to using the legacy capture point services. For more information about how the Integrated Capture Points compare to the legacy capture point
services, see “Moving from Legacy iWD Capture Points to Integrated Capture
Installing iWD Integrated Capture Points
Installation procedures for Integrated Capture Points are described in
Chapter 12 of the eServices 8.1 Deployment Guide.
The prerequisites and other information will differ in the eServices 8.1
Deployment Guide, depending on the Integrated Capture Point being used.
However, for all Integrated Capture Points there are two common installation steps:
1. Creating the capture point application. See the section “Creating the capture point application” in the eServices 8.1 Deployment Guide.
.
Moving from Legacy iWD Capture Points to Integrated
Capture Points
This section is intended to help you understand how the native Interaction
Server XML message operations compare to the native iWD XML message operations. The information provided here is mainly derived from the
eServices 8.1 User's Guide.
Mapping Native iWD Task Actions to Native Interaction
Server Message Operations
Table 2 shows how the operations you would specify in the iWD message
format correspond, or translate, to the operations you would specify in the
Interaction Server message format.
Deployment Guide 95
Chapter 4: Installation Integrated Capture Points
Integrated capture points can also work in compatibility mode with legacy capture points. Please see the Interaction Server documentation set for more information.
Table 2: Mapping Native iWD Task Actions to Native Interaction Server Message
Operations
Task action iWD XML message operation
Interaction Server message operation
Create a new task/interaction in iWD
CreateTask
Get information about a task/interaction in iWD
GetTaskInfo
<interaction operation="submit">
<interaction operation="getinfo">
Update a task/interaction in iWD
Complete a task/interaction in iWD
UpdateTask
CompleteTask
Hold a task/interaction in iWD
HoldTask
Resume a held task/interaction in iWD
ResumeTask
Restart a task/interaction in iWD
Cancel a task/interaction in iWD
RestartTask
CancelTask
<interaction operation="update">
<interaction operation="update">
<interaction operation="hold">
<interaction operation="resume">
<interaction operation="update">
<interaction operation="update">
Creating a New Task or Interaction
When you are creating a new task/interaction by using the
<interaction operation="submit"> operation to specify the all initial
properties of the interaction, use the properties element, which is a direct child of the interaction element. Alternatively, you can provide default values for any interaction properties, as part of the Integrated Capture Point
Application configuration. See the descriptions of the default-values sections (which are repeated for each capture type) in the eServices 8.1 Reference Manual.
Configuration of some properties is mandatory to ensure iWD behaves as
expected. See “Mandatory Interaction Properties” on page 97
.
, in the column
“
Interaction Attached Data Key
“ the names of the properties are described as you would refer to them in this message. You can cross-reference this with the information in the tables titled,
“
Translation Table for Known Attributes-Inbound
“
and
“
Translation Table for
Known Attributes-Outbound
“
in the eServices 8.1 User's Guide.
96 intelligent Workload Distribution 8.1
Chapter 4: Installation Integrated Capture Points
Updating, Completing, Canceling, or Restarting a
Task/Interaction
Use the
<interaction operation="update"> operation when you are updating, completing, canceling, or restarting a task/interaction. Use the properties element, which is a direct child of the interaction element, to specify which properties to update.
In the special cases, when you are completing, canceling, or restarting a task/interaction, specify the
Queue property, to move the task/interaction to the iWD_Completed queue,
iWD_Canceled queue, or the iWD_New queue, respectively.
Note:
When you use the iWD_Completed, iWD_Canceled, and iWD_New queue names, it is assumed that you are using the out-of-the-box business process that is provided with iWD (IWDBP). If you have modified this business process to add/change queue names, you will need to consider this when you are specifying the
Queue property for the update action.
Mandatory Interaction Properties
When you submit a new interaction to Interaction Server (
<interaction operation="submit">
), the following properties are mandatory. Therefore, they are also mandatory for the Integrated Capture Points:
•
InteractionType
•
InteractionSubtype
•
MediaType
•
Queue
•
TenantID
Note:
In this case,
TenantID is the Genesys tenant ID, not the ID of the managed tenant that is created in the iWD configuration.
You do not need to specify these properties in the XML message, because several of them are normally not relevant to iWD. There is an configuration option for the Capture Point
Application template, called default-values
(for a description, see the eServices 8.1 Reference Guide), which enables you to enter default values for any of these properties (as well as any other interaction properties). Therefore, if the default values for these five attributes/properties are specified in the options, then the message itself need not contain any other properties for Interaction Server to accept and process it.
Deployment Guide 97
Chapter 4: Installation Integrated Capture Points
The
Queue property is an exception, because you can configure the default queue as part of the business process configuration by using the endpoints section.
In addition to these mandatory properties, three other properties, specific to iWD interactions, are used to ensure that interactions are accounted for correctly by iWD Data Mart and are displayed properly through the Global
Task List. The properties are:
•
iWD_TenantId
•
iWD_SolutionId
•
iWD_CapturePointId
The iWD_CapturePointId property will be equivalent to the name of your
Capture Point
Application in Configuration Server. See the procedure,
“Creating the capture point application” in the eServices 8.1 Deployment
Guide.
When you deploy the Integrated Capture Point, you must also create a Generic
Capture Point service in iWD Manager, to represent the Integrated Capture
Point. To create a Generic Capture Point, see
in the Procedure: Creating services in iWD Manager, on page 118
.
The iWD_SolutionId and the iWD_TenantId properties are the ID of the
Solution and the Tenant, respectively, under which the capture point service has been created in iWD configuration. Similar to the mandatory interaction properties, these three additional properties can be set in the default-values section of the Capture Point
Application template, or they can be specified as part of the submit action.
Other Information About Capture Points To Consider
This section provides some additional information about Capture Points that you might want to consider.
For a description of some optional ways to format the information inside the
<properties> element, see the section, “Properties Element” in the eServices
8.1 User's Guide.
For additional information about other elements, such as changed, deleted, reason, actor,
and party
, and about how responses to capture point requests are processed, see Chapter 9 in the eServices 8.1 User's Guide.
By default, when you specify any interaction property that is not considered a core property of the Interaction Server interaction data model, or that is not a core or extended attribute in terms of the iWD data model, the value of that property will be stored in a BLOB in the interactions table of the Interaction
Server database. If you need to use this custom property in any Queue Views, or to use filtering in the Global Task List, follow the
Procedure: Configuring a custom interaction property, on page 276
.
98 intelligent Workload Distribution 8.1
Chapter 4: Installation Importing iWD Configuration XML Files
Importing iWD Configuration XML Files
Procedure:
Import default configuration XML files into iWD
Manager
Prerequisites
•
iWD Manager, iWD Runtime Node, and iWD Data Mart are installed.
•
Application servers are started (if running on WebSphere – applications are started).
Start of procedure
1. Open this link in a web browser: http://app_server_host:port/iwd_manager
/
2. Perform Create/Upgrade Configuration Database from login screen
3. Log in to iWD Manager using a username and password of a user that is configured in Genesys Configuration Server.
If you are connecting to a Genesys Configuration Server that was recently installed, there will be a default account with user name = default and password = password
.
4. Enter the
CME Application Name.
Enter the name that you gave your iWD Manager
Application object in
of Procedure: Installing iWD Manager (Windows), on page 74
. For
notes about how to enable a user to log in to iWD Manager, see “General
Conditions for Configuring an iWD Manager User” on page 129 .
5. In iWD Manager, open
Import/Export
in the
General
section of the
System tenant.
6. Import the following files:
•
<iWD Manager installation directory>\config\iwd.xml
.
•
<iWD Manager installation directory>\config\iwd_capture.xml
•
<iWD Manager installation directory>\config\iwd_transform.xml
Note:
The XML files are saved to the installation directory where the iWD Manager and iWD Data Mart supporting files were installed.
•
Data Mart:
<iWD Datamart installation directory>\config\iwd_reporting.xml.
Deployment Guide 99
Chapter 4: Installation Creating the Tenant and Solution
7. After each import a message appears at the bottom of the screen to indicate whether the import was successful.
End of procedure
Creating the Tenant and Solution
After the IPs are installed, you must create an iWD tenant and iWD solution in iWD Manager to proceed with the configuration of iWD.
Procedure:
Creating an iWD Tenant and iWD Solution in iWD
Manager
Purpose: To create a Tenant and Solution in iWD Manager for your iWD installation.
Note:
It is recommended that you do not create any Solutions and Services under the System Tenant. You should do so under a Managed Tenant.
The recommended role for the System Tenant is to be the place where you create all of your Modules and Components (which is done by importing the various configuration xml files); these Modules can then be inherited by the Managed Tenants and assigned or unassigned as needed at the Managed Tenant level.
Create the iWD
Tenant
Start of procedure
1. Login to iWD Manager:
a. Open a web browser and enter http://<servername>:<serverport>/iwd_manager/ where
<servername>
server is the name of the server on which iWD
Manager is installed and
<serverport> is the application server port.
b. Log into iWD Manager.
2. Select
General
from the navigation panel and select the
System
tenant from the
Tenant Selection
3. In the navigation tree, select
New
under
Managed Tenants
.
4. Create a new iWD
Tenant
that will correspond to the Tenant in
Configuration Server. Enter a name and description for the iWD Tenant and select the corresponding Genesys Configuration Server Tenant from
100 intelligent Workload Distribution 8.1
Chapter 4: Installation Creating the Tenant and Solution the
CME Tenant
in iWD correlate one-to-one with tenants in Configuration Server.
Note:
If you have a single-tenant Genesys Configuration Server, the
CME
Tenant
will be
Resources
. In a multi-tenant configuration, you will have to select the appropriate Tenant from the list.
Create the iWD
Solution
5. Save the new iWD tenant.
6. Select the tenant created in Step 4
from the
Tenant Selection drop-down box.
7. Select
Services
from the navigational panel.
8. In the navigation tree, select
New Solution Instance.
9. On the
Solution Instances
screen in iWD Manager, enter a name and
description for the new solution (see “Solution Details” on page 167
for information about the various properties than can be configured for an iWD Solution). Click
Save
.
Note:
Make note of the Solution ID that is assigned to the newly created solution. This ID will be required when you run the iWD Setup
Utility (the ID will still be visible in iWD Manager as well).
Create the
Runtime Node
10. The new solution will appear in the navigation tree (if you do not see it, verify your tenant is selected in the tenant drop-down box, and select the
Services
navigation section). Under your solution in the navigation tree, select
Runtime Nodes
.
Note:
Runtime nodes configured here point to the URLs of iWD
Runtime Node java applications, which are containers for the services.
11. On the
Runtime Nodes
panel, click
New
to create a new Runtime Node (see
for information about the various properties that can be configured for a runtime node). In production environments users should create a dedicated runtime node for the Data Mart services as well.
Deployment Guide 101
Chapter 4: Installation iWD Setup Utility
12. Select the Runtime Node Configuration Management Environment application from the list.
Note:
This action links runtime node Java applications to the application objects in the Genesys Configuration Server. Each iWD service running within a container (iWD Runtime Node Java application) is authenticated by Configuration Server on behalf of the
Configuration Management Environment application that is selected while configuring the runtime node for the solution.
13. Click
Save
.
End of procedure
Next Steps
•
Install and run the iWD Setup Utility. See “iWD Setup Utility”
.
•
Create as many iWD solutions as are required for your business needs.
Each iWD solution requires its own dedicated Stat Server. For each iWD solution that you you create, run the iWD Setup Utility and install the Stat
Server Java Extension.
Note:
Each iWD solution requires its own iWD Data Mart.
iWD Setup Utility
Installing and running the iWD Setup Utility is the next step in installing iWD
8.1. The iWD Setup utility performs the following functions:
•
Imports iWD business processes to Genesys Configuration Server. The iWD Setup Utility includes the following business processes:
IWDBP—the default business process, explained in detail in
Appendix C, “iWD Business Process (IWDBP),” on page 313 .
102 intelligent Workload Distribution 8.1
Chapter 4: Installation iWD Setup Utility
Standard Genesys to IWD adapter—the business process used to insert into IWDBP to serve Genesys standard open media channels,
explained in Appendix D, “Adapting the iWD Business Process for
Standard Genesys Channels,” on page 343 .
Note:
These business processes are also provided as a
.wie file that can be imported manually through the Genesys Interaction
Routing Designer. This is useful when you are upgrading from one iWD release to another and you do not have to run the iWD Setup Utility. The iWD business process
.wie file is saved to your file system when the iWD Manager Installation
Package is installed.
ABC IWD Simple BP—the business process used to insert into
existing business processes, explained in Appendix E, “iWD Rules and
Existing Business Processes,” on page 367 .
•
Creates an Agent Group called
IWD
in your Genesys Configuration
Database. This is the name of the Agent Group that is used in the example
Distribution routing strategy that is included in the standard iWD Business
Process (
IWDBP
). Although all customers are expected to modify this
Distribution routing strategy for their own needs, having the
IWD
Agent
Group created out of the box will make it easier to use
IWDBP
to process interactions for testing purposes.
•
Creates the capacity rule that includes the media type workitem
and provides the option to assign it to the tenant.
•
Enables you to select and configure the Stat Server to use with iWD Stat
Extensions.
•
Configures the iWD Stat Server Java Extensions into the specified Stat
Server.
•
Creates the two List Objects—
Iwd_Esp_List and
Iwd_Package_List
—that are necessary to ensure business rules are invoked from business processes, such as IWDBP.
Note:
In release 8.1.1,
Iwd_Esp_List also defines the list of Universal
Contact Servers to be used with Interaction Server that allow the iWD business process (IWDBP) to update the interaction record in the Universal Contact Server, to mark the interaction as done.
•
Creates the connector objects for the iWD solution.
Deployment Guide 103
Chapter 4: Installation iWD Setup Utility
Procedure:
Installing the iWD Setup Utility
Purpose: To install the iWD Setup Utility.
Start of procedure
1. On the iWD DVD find and double-click setup.exe
in the
iwdSetupUtil folder.
2. Click
Next
in the
Welcome
screen.
3. Browse to the desired destination folder, or accept the default. Click
Next
.
4. Click
Install
.
5. Click
Finish
on the
Installation Complete
screen.
End of procedure
Next Steps
•
Use the iWD Setup Utility to prepare your environment for iWD deployment.
104 intelligent Workload Distribution 8.1
Chapter 4: Installation iWD Setup Utility
Procedure:
Using the iWD Setup Utility
Purpose: To run the iWD Setup Utility to configure the objects required in
Configuration Server for your iWD installation.
Notes:
The iWD Setup Utility can be run multiple times, as it is possible to have multiple iWD Solutions in your environment. The following procedure outlines the steps taken the first time the utility is run.
Subsequent runs of the utility may result in some screens not being displayed, as the information has already been configured. Therefore, when you run the iWD Setup Utility it might not follow the exact procedure outlined below.
The iWD Setup Utility will not over-write the iWD business process if it has already been imported by a previous run of the iWD Setup
Utility. So, if any customization has been made on the business process, running the iWD Setup Utility will not impact your customization, provided all strategy names are the same.
If you have made changes to the iWD business process, but would like to see the business process that is included in the iWD Setup Utility, you must export the customized business process from IRD, delete it, and then run the iWD Setup Utility again. Or, you can run the iWD
Setup Utility against a different Tenant.
Prerequisites
•
The iWD Setup Utility is installed. See
•
iWD Manager and iWD Runtime Node have been installed. See Procedure:
Installing iWD Manager (Windows), on page 74 and
Procedure: Installing the iWD Runtime Node (Windows), on page 67 .
•
The iWD Data Mart has been installed and the iWD Data Mart database
has been created. See Procedure: Installing iWD Data Mart (Windows), on page 86
and Procedure: Creating the iWD Data Mart Database, on page 92
.
•
Interaction Server 8.0.1 or later has been installed. If you are not an existing eServices customer, you will need to install an instance of
Interaction Server to use with iWD refer to “Interaction Server
.
Deployment Guide 105
Chapter 4: Installation iWD Setup Utility
Start of procedure
1. Start the iWD Setup Utility. Go to
Start > Programs > Genesys Solutions
> iWD > iWD Setup Utility > Start iWD Setup Utility.
2. Enter login details to connect to the Genesys Configuration Server on the
Login
screen (shown in
), and click
OK
.
Figure 18: iWD Setup Utility Login screen
3. The iWD Setup Utility’s
Welcome
screen is displayed. Click
Next
.
4. If you are in a multi-tenant environment, you will be prompted to select the
Configuration Server Tenant for which this iWD installation applies.
106 intelligent Workload Distribution 8.1
Chapter 4: Installation iWD Setup Utility
5. The
Samples Placement
screen (see
) is displayed. Browse to the desired destination directory for strategy files and click
Next
.
Figure 19: iWD Setup Utility Samples Placement screen
6. The iWD Setup Utility imports the configuration objects and relocates the strategy files. On the
Import Completed
screen, click
Next
.
7. The
Resource Capacity Rules Selection
screen is displayed (see
Figure 20 ). To select the capacity rule, select the check box and click
Next
.
Note:
Selecting this check box will create a capacity rule that can be used immediately, because any new Capture Points that you create will have a media type set to workitem by default. You are not required to use workitem
as the media type. You can create new media types in Configuration Manager or Genesys Administrator
(as
Business Attribute
objects) and you can use the new media types in any Capture Points you create, as well as in any capacity rules you configure.
For more information about Business Attributes, refer to the following documents:
• Universal Routing 8.1 Business Process User's Guide
• Universal Routing 8.1 Reference Manual
• eServices (Multimedia) 8.1 User's Guide
Deployment Guide 107
Chapter 4: Installation iWD Setup Utility
Figure 20: iWD Setup Utility Resource Rules Selection screen
Note:
The iWD Setup Utility Resource Rules Selection screen (shown in
Figure 20 ) mentions that a capacity rule is required that takes into
account the workitem
media type. This is not accurate, since iWD may use media types other than workitem
. However, the default capacity rule that will be created by the iWD Setup Utility will be based on the media type workitem
, as described in the Note on
8. On the
Interaction Server Selection
screen (see
), browse to the Interaction Server you plan to use for this iWD Solution. Click
Next
.
108 intelligent Workload Distribution 8.1
Chapter 4: Installation iWD Setup Utility
Figure 21: Interaction Server Selection
9. On the
Database Access Point Selection
screen, browse to the Database
Access Point that is configured for the Interaction Server Event Log database, or create a new one if necessary. Click
Next
.
Note:
This screen will not be displayed if the connections were added previously, as described in
Procedure: Installing Interaction Server and its databases, on page 62
.
10. On the
Stat Server Selection
screen, select the Stat Server to be used by iWD Stat Extensions for this solution. Click
Next
.
Note:
Each iWD Solution requires its own dedicated Stat Server. For more information about installing and configuring Stat Server, refer to the Framework 8.1 Stat Server Deployment Guide.
Deployment Guide 109
Chapter 4: Installation iWD Setup Utility
11. On the iWD Data Mart Database Parameters screen, enter the following information and then click
Next
:
Host
: Enter the host of the iWD Data Mart database server.
Port
: Enter the port of the database server.
DBMS Type
: Select the DBMS type from the drop-down list.
Database Name
: Enter the name of the iWD Data Mart database (or the SID if using an Oracle database).
Note:
The database name entered here must exactly match the name that was used when the iWD Data Mart database was created. iWD
Stat Extensions reads data from the gtl_stat
table in the iWD
Data Mart database.
User Name
: Enter the user name to connect to the database.
Password
: Enter the password to connect to the database.
12. On the
Virtual Queue Selection
screen, browse to, or create, the
Virtual
Queue
object on the Multimedia Switch to use for iWD Stat Extensions reporting. Only one virtual queue is needed for all Stat Server reporting.
Refer to the eServices (Multimedia) 8.1 Deployment Guide and eServices
(Multimedia) 8.1 User’s Guide for more information about Multimedia
Switches. Click
Next to display the Universal Contact Server Selection screen.
110 intelligent Workload Distribution 8.1
Chapter 4: Installation
.
iWD Setup Utility
Deployment Guide
Figure 22: Universal Contact Server Selection Screen
13. On the
Genesys Universal Contact Server Selection screen (
) select an existing Genesys Universal Contact Server (UCS) that is connected to Interaction Server. Having the Universal Contact Server name associated with your iWD Solution ensures that the business logic in the out-of-box iWD business process (IWDBP) will update the interaction record in the UCS database when an interaction is considered done (that is, the value of the
Status
column in the
Interaction
table in the UCS database will be set to
3
).
Normally such an update is done in a routing strategy when processing is stopped for an interaction and the interaction is deleted in the Interaction
Server database. However, in the case of the iWD business process, even though interactions may persist in the Interaction Server database for a long period of time, they should still be considered done from an interaction history standpoint in the UCS database.
Selecting a Universal Contact Server application on this screen will cause the iWD Setup Utility to update the
Iwd_Esp_List
list object with an association between your iWD Solution name and this UCS application name.
14. On the iWD Business Context Management Service Selection
screen (see
Figure 23 ), enter the following information to create a new iWD Business
Context Management Service to support Extended Service Protocol (ESP) requests from Interaction Server and then, click
Next:
111
Chapter 4: Installation iWD Setup Utility
•
Application Name
—Enter a name for the iWD Business Context
Management Service.
•
Host
—Select the host on which the service will be installed. Specify the host on which iWD Runtime Node is installed.
•
Port
—Enter the port for the service.
This will create a new application in the Genesys Configuration database, which will be used when Interaction Server needs to make requests to the
Genesys Rules Engine to evaluate business rules.
Notes:
Each Solution in iWD must have its own Business Context
Management Service.
for information about configuring multiple
Business Context Management Services.
Figure 23: iWD Business Context Management Service
15. On the next screen (see Figure 24 ), enter the following information to
create an iWD Runtime Node application and then, click
Next
.
•
Application Name
—Enter a name for the iWD Runtime Node
•
Host
—Select the host on which the iWD Runtime Node application will be installed.
112 intelligent Workload Distribution 8.1
Chapter 4: Installation iWD Setup Utility
•
Port
—Enter the port for the iWD Runtime Node application.
Note:
If you have manually created the runtime node application(s) in
Configuration Manager, you can leave these fields empty and click
Next
to skip the creation of the runtime node application.
This application’s primary function is to establish a connection to
Interaction Server on behalf of an actual iWD Runtime Node running on your application server:
Figure 24: iWD Runtime Node
16. On the
Genesys Rules Engine Application Selection screen, select the rules engine that will evaluate the iWD rules and click
Next.
17. On the iWD Solution Selectio n screen, enter the Solution ID for the solution that you created in
Procedure: Creating an iWD Tenant and iWD
Solution in iWD Manager, on page 100 .
Deployment Guide 113
Chapter 4: Installation iWD Setup Utility
18. In the
Rule package name field, enter the name of the rule package that will be evaluated by the Genesys Rules Engine, that maps to the IWD Solution.
Note:
If you do not know the name of the rule package yet, you still need to enter some value in this field, which you can update later. These values will be used by the Setup Utility to create two List
Objects—
Iwd_Esp_List
and
Iwd_Package_List
. These List Objects are necessary ensure business rules are invoked from business processes, such as IWDBP. If you leave the
Rule package name field empty, the Setup Utility will not create the two List Objects successfully.
The ESP server field is disabled, but it displays the name of the Business
Context Management Service that you created in Step 14
(see
).
Click
Next
.
Figure 25: iWD Solution Selection
19. Click
Finish
to complete the iWD Setup Utility.
End of procedure
Next Steps
•
Install iWD Stat Extensions.
114 intelligent Workload Distribution 8.1
Chapter 4: Installation
Enabling/Disabling ADDP for BCMS
Installation of iWD Stat Extensions
Procedure:
Enabling/Disabling ADDP for Business Context
Management Services (BCMS)
Start of procedure
1. In Genesys Administrator or Genesys Configuration Manager, open the
BCMS application.
2. On the
Connections
tab, enable ADDP for the connection to BCMS. No additional configuration is required in the iWD Manager.
End of procedure
Installation of iWD Stat Extensions
After the iWD Setup Utility has completed, you can install the iWD Stat
Extensions.
Procedure:
Installing the iWD Stat Extensions
Purpose: To provide access to the aggregated data in the Data Mart.
Note:
If the Data Mart is not used, Stat Extensions are not required and the solution will work fine.
Prerequisites
•
An instance of Stat Server is installed, dedicated for use with iWD. Refer to the Framework 8.1 Stat Server Deployment Guide for more information.
Start of procedure
1. From the server that is running Stat Server, navigate to the iWD Stat
Extensions folder of the iWD CD. Locate and double-click
Setup.exe
.
2. Click
Next
on the
Welcome
screen.
3. Select the appropriate Stat Server instance from the list that is displayed and click
Next
.
Deployment Guide 115
Chapter 4: Installation Installation of iWD Stat Extensions
4. Click
Install
to install iWD Stat Extensions. Click
Finish
when the installation has been completed.
End of procedure
Stat Server Configuration Options
The required Stat Server configuration options will already be configured if you have used the iWD Setup Utility and installed iWD Stat Extensions. Each option is described briefly below.
java-extensions section
During installation, a new option is added to the java-extensions
The option
BPR_iWD_Extension.jar
is added with a value of true
.
java-extensions-bpr-iwd section
The java-extensions-bpr-iwd
section contains options which specify the
JDBC connection driver and parameters for access to the iWD Data Mart database.
The only option whose value shouldn't be changed under normal circumstances is java-extension-jar
. The value of this option is the name of the BPR iWD extension jar-file.
The rest of the options are described briefly below:
•
jdbc-driver
: The class name for the corresponding JDBC driver. Valid values include:
com.inet.tds.TdsDriver
(for MS SQL)
com.inet.ora.OraDriver
(for Oracle) com.mysql.jdbc.Driver
(for MySQL)
•
jdbc-url
: The JDBC URL, which describes RDBMS-specific access parameters. Below are some sample values:
jdbc:inetdae7: hostname:1433?database=databasename
(for MS SQL) jdbc:inetora:hostname:1521:databasename
(for Oracle, if you are using the instance name of the database) j dbc:inetora:hostname:1521?service=<Service ID>
(for Oracle, if you are using the network service name of the database) jdbc:mysql://hostname:3306/databasename
(for MySQL)
•
user
: The user name for database access.
•
password
: The password for database access.
•
verbose
: The level to control debug information, provided in the Stat
Server log file. Possible values are debug
, trace
, or standard
.
116 intelligent Workload Distribution 8.1
Chapter 4: Installation Link with Genesys Configuration Server
Report Statistics for each
Dimension on its own Virtual Queue
•
refresh-interval
: The interval (in minutes) for data updates from database.
•
service-id-1:
The runtime ID of the Statistics Adapter service in the iWD configuration.
•
service-tenant-1:
The name of the CME tenant, that is linked to the iWD managed tenant where the Statistics Adapter service is configured.
•
tenant-ids
: A list of Configuration Server/Genesys Administrator tenant names mapped to iWD tenant IDs, separated by a comma. For a system with one tenant with name
TenantA
and ID
T2,
this option should be set to value:
Environment=1,TenantA=2
The iWD Stat Server Java Extension can be configured to report statistics in two different ways: all statistics for all dimensions can be reported on one
Virtual Queue, or each dimension can have its statistics reported on its own
Virtual Queue.
The iWD Setup Utility configures Stat Server to use the iWD Stat Server Java
Extension to report all statistics on one Virtual Queue. If you want to change this, you have to modify the configuration manually.
To report each dimension on its own Virtual Queue:
•
Set the the option “ dimension-mapping-1
to the value
Virtual Queue
.
•
Instead of using the Virtual Queue name as a value for the option virtual-queue-name-1
, indicate the prefix that will be used for Virtual
Queue names. For example, if virtual-queue-name-1=dim-
, then Virtual
Queues with the names dim-CNT_T2_C106, dim-CNT_T2_C107
and so on, have to be created.
Link with Genesys Configuration Server
The next step in deploying your iWD solution is to link iWD with Genesys
Configuration Server. Some configuration needs to be done in iWD Manager to connect the iWD solution with the Genesys configuration.
Deployment Guide 117
Chapter 4: Installation Link with Genesys Configuration Server
Procedure:
Creating services in iWD Manager
Purpose: To create the Logging Service, Configuration Server Connector,
Interaction Server Connector, Generic Capture Point, and iWD Business
Context Management Services.
Note:
For a complete list of iWD Services, listed in order of recommended
configuration, refer to “iWD Services” on page 178
. This procedure only describes a few of the required services. Depending on your business needs, others will be required.
Start of procedure
1. Login to iWD Manager:
a. Open a web browser and enter http://<servername>:port/iwd_manager/
where
<servername>
server is the name of the server on which iWD Manager is installed and port
is the application server port.
b. Log into iWD Manager by using a user name and password of a user configured in Genesys Configuration Server. If you are connecting to a
Genesys Configuration Server that was recently installed, there will be a default account with
user name = default
and password = password.
For
CME Application Name
, enter the name you gave your iWD
Manager
Application
Manager (Windows), on page 74 .
2. Select
Services
from the navigation panel and select your tenant from the
Tenant Selection drop-down box.
3. Locate your solution in the navigation tree.
4. Create a Logging Service for the solution.
a. Select
Services > New Service under the solution.
b. Enter a name for the Service, such as
LoggingService
.
c. Select
Logging Service
from the
Service Template
drop-down box.
d. Enter a description for the service.
e. Configure values for the rest of the properties. Refer to “Logging
Service” on page 183 for information about the properties and possible
values.
f. Click
Save
to save the new service.
5. Create a Configuration Server Connector Service for the solution.
a. Select
Services > New Service under the solution.
b. Enter a name for the Service, such as
CfgServerConnector
.
118 intelligent Workload Distribution 8.1
Chapter 4: Installation Link with Genesys Configuration Server
c. Select
Configuration Server Connector
from the
Service Template drop-down box.
d. Enter a description for the service.
e. Configure values for the rest of the properties. Refer to “Configuration
Server Connector Service” on page 184
for information about the properties and possible values.
f. Click
Save
to save the new service.
6. Create an Interaction Server Connector Service.
a. Select
Services > New Service under the solution.
b. Enter a name for the service.
c. Select
Interaction Server Connector
from the
Service Template drop-down box.
d. Enter a description for the service.
e. Configure values for the rest of the properties. Refer to “Interaction
Server Connector Service” on page 185
for information about the properties and possible values.
f. Click
Save
to save the new service.
7. Create a Generic Capture Point Service (if integrated capture points are used).
a. Select
Services > New Service under the solution.
b. Enter a name for the service.
c. From the Service Template drop-down list, select
Generic Capture
Point
.
d. Modify the
Service ID property to match the name of the Integrated
Capture Point application you created in Configuration Manager or
Genesys Administrator (see “Integrated Capture Points” on page 95
.)
e. Enter a description for the service.
f. Configure values for the rest of the properties. For information about
the properties and possible values, see “Generic Capture Point Service” on page 188
.
g. To save the new service, click
Save
.
8. Create a Business Context Management Service.
a. Select
Services > New Service under the solution.
b. Enter a name for the service.
c. Select
Business Context Management Service
from the
Service
Template
drop-down box.
d. Enter a description for the service.
Deployment Guide 119
Chapter 4: Installation Logging
e. Configure values for the rest of the properties. Refer to “Business
Context Management Service” on page 187
for information about the properties and possible values. For the
CMEApplicationName
property, be sure to select the name of the Business Context Management
Service that you created while using the iWD Setup Utility.
f. Click
Save
to save the new service.
Note:
for information about configuring multiple
Business Context Management Services.
9. Deploy the changes made to your Solution.
End of procedure
Next Steps
•
Create as many iWD Solutions as required for your business needs. If you plan to configure reporting though CCPulse+, each iWD Solution will require its own dedicated Stat Server. For each iWD Solution you create, run the iWD Setup Utility and install the Stat Server Java Extension.
•
Configure logging for iWD Manager and iWD Runtime Node. See
•
Logging
iWD Manager and iWD Runtime Node support creation of their own log files for troubleshooting purposes. As well, they both support centralized logging through Genesys Message Server. The parameters needed for both types of logging are configured in the log4j.properties
file for each application. The following procedure explains how to configure the required parameters.
Procedure:
Configuring logging for iWD Manager and iWD
Runtime Node
Purpose: To configure logging for iWD Manager and iWD Runtime Node.
Prerequisites
•
iWD Manager and iWD Runtime are both installed.
120 intelligent Workload Distribution 8.1
Chapter 4: Installation Logging
•
For centralized logging, Genesys Message Server is installed. Refer to the
Framework 8.1 Management Layer User’s Guide for more information about Message Server.
Start of procedure
1. Find the log4j.properties
file in the web application server’s (Tomcat or
WebSphere) webapps
directory and open it in a text editor.
Note:
For WebSphere, the file is located under
WAS_root/profiles/<profile>/installedApps/<node,cell>/<appli cation>_war.ear/<application>.war/WEB-INF/classes
Example:
/usr/IBM/WebSphere/AppServer/profiles/AppSrv01/installedApps
/rs6000Node01Cell/iwd_manager_war.ear/iwd_manager.war/WEB-IN
F/classes
2. The exact path is webapps\iwd_node\WEB-INF\classes\log4j.properties
for iWD Runtime Node and webapps\iwd_manager\WEB-INF\classes\log4j.properties
for iWD
Manager.
Note:
Be sure to remove the comment symbol (
#
) when you update the parameters.
3. For centralized logging, update the very first row of the log4j.properties
file to include centralized_node
at the end: log4j.rootLogger=INFO, runtime, centralized_node
4. For centralized logging, update the following parameters with the Message
Server host and Message Server port, respectively: log4j.appender.centralized_manager.MessageServerHost=[ToBeChange d:MSG_SRV_HOST] log4j.appender.centralized_manager.MessageServerPort=[ToBeChange d:MSG_SRV_PORT]
5. Update the following line to include the name of your iWD Manager or iWD Runtime application (this is the application name that you must use to set up alarms in Solution Control Server): log4j.appender.centralized_node.MessageServerClientName=iWD
Runtime Node
6. Configure the parameter to specify the level of logging to send to Message
Server: log4j.appender.centralized_node.Threshold=INFO
Threshold
can be set to any of the following values:
TRACE
Deployment Guide 121
Chapter 4: Installation Logging
DEBUG
INFO
WARN
ERROR
.
7. For information about various settings for the root logger, refer to log4j framework docs, such as http://logging.apache.org/log4j/1.2/manual.html.
8. You can change the directory where the logs will be written by changing the value of this line: log4j.appender.runtime.File=C:/GCTI/iWD/iwd_runtime.log
Note:
It is strongly recommended that you only set the file path to a directory on a local machine, not a remote location such as a shared network drive. Logging to a remote location can severely impact performance
9. You can change the logging level by changing this line (sample is from an iWD Runtime
log4j.properties
file): log4j.appender.runtime.Threshold=INFO
Possible values are
Off, Warning, Error, Debug, Info,
and
Trace
. See
“Service Log Levels” on page 182 for a description of each log level.
10. You can change the maximum file size of the logs by changing this line: log4j.appender.runtime.MaxFileSize=256MB
11. Save your changes.
The following is a sample iWD Runtime log4j.properties
file configured for logging:
# info, rolling 256MB each (2 GB max) log4j.rootLogger=INFO, runtime, centralized_node log4j.category.org.apache.myfaces.renderkit.html.util=ERROR log4j.category.org.hibernate.util.JDBCExceptionReporter=FATAL log4j.category.org.hibernate.event.def.AbstractFlushingEventList
ener=FATAL log4j.category.org.apache.commons.httpclient=ERROR log4j.category.org.apache.commons.digester=ERROR log4j.category.org.codehaus.xfire.transport.http.HttpChannel=FAT
AL log4j.category.org.codehaus.xfire.handler.DefaultFaultHandler=ER
ROR log4j.appender.runtime=org.apache.log4j.RollingFileAppender
log4j.appender.runtime.Threshold=INFO
122 intelligent Workload Distribution 8.1
Chapter 4: Installation Interaction Server Databases and Related Configuration Options log4j.appender.runtime.File=C:/GCTI/iWD/iwd_runtime.log
log4j.appender.runtime.layout=org.apache.log4j.PatternLayout
log4j.appender.runtime.layout.ConversionPattern=%d{yyyy-MM-dd
HH:mm:ss}|%t|%p|%c|%m%n log4j.appender.runtime.MaxBackupIndex=7 log4j.appender.runtime.MaxFileSize=256MB
# if you enable centralized_node appender then make sure you change rootLogger to:
# log4j.rootLogger=INFO, runtime, centralized_node log4j.appender.centralized_node=com.genesyslab.iwd.log.Centraliz
edAppender log4j.appender.centralized_node.Threshold=INFO log4j.appender.centralized_node.layout=org.apache.log4j.PatternL
ayout log4j.appender.centralized_node.layout.ConversionPattern=%m log4j.appender.centralized_manager.MessageServerHost=MsgSrvrHost log4j.appender.centralized_manager.MessageServerPort=4050 log4j.appender.centralized_node.MessageServerClientName=iWD
Runtime Node
End of procedure
Interaction Server Databases and Related
Configuration Options
After the iWD components have been installed, some updates are required for the Interaction Server database, Interaction Server Event Log database, and
Interaction Server Event Log Database Access Point options. In addition, new
Business Attributes must be created in Configuration Server. Most of these tasks are performed automatically through iWD Manager.
Procedure:
Updating the Interaction Server databases and related configuration objects
Purpose: To ensure iWD automatically runs the update scripts on the
Interaction Server databases for compatibility with iWD 8.1, updates the configuration options for the Event Log DAP, creates the necessary Business
Attributes in Configuration Server, and configures the completed-queues option for Interaction Server.
Deployment Guide 123
Chapter 4: Installation Preparing iWD For Use With Genesys Social Engagement
Prerequisites
•
Interaction Server is installed as described in
Interaction Server and its databases, on page 62 (also refer to the eServices
(Multimedia) 8.1 Deployment Guide).
•
The installation of iWD components as outlined in this chapter is completed up to this point. In particular, iWD Manager must be installed.
Start of procedure
1. Log into iWD Manager.
2. Navigate to your iWD managed tenant.
3. From the navigation tree, select
Services and expand your iWD solution.
4. Select
Configure Ixn Custom Properties.
The
Mapping errors section on the right-side pane notifies you of the updates that must be made to your Interaction Server Event Log DAP and
Business Attribute configuration. The
Interaction Server & Event log database migrations section notifies you of the updates that must be done to your Interaction Server and Interaction Server Event Log databases.
5. Initiate these updates; click
Configure Ixn Custom Properties.
You are prompted to restart Interaction Server.
End of procedure
enable-revoke-from-agent
Starting with Interaction Server 8.1.2, a configuration option, enable-revoke-from-agent,
has been provided to support enhancements to task management in the Global Task List. Specifically, this option allows an
Assigned
interaction to be revoked from an employee desktop when the interaction is put on hold, canceled, or completed, from the Global Task List or
through an iWD capture point. See Chapter 7 on page 249 .
Preparing iWD For Use With Genesys
Social Engagement
By default, the installation and configuration procedures described above will prepare iWD to support Genesys Social Engagement. That is, the required database fields will be present in the Interaction Server and Interaction Server
Event Log databases, the required Interaction Custom Properties (Business
Attributes) will be created in Configuration Server, and the required Interaction
Server and Event Log Database Access Point application options will be configured.
124 intelligent Workload Distribution 8.1
Chapter 4: Installation Preparing iWD For Use With Genesys Social Engagement
However, a specific configuration option must be configured in order for the social media-related attributes (such as,
Actionable, Influence, Message,
Name, Post Date,
and
Sentiment
) to be visible in iWD's Global Task List.
effect:
•
A Global Task List custom filter that uses specific social media-related columns will be visible in the
Filters drop-down list.
•
Social media-related attributes will be available custom filters in the advanced
Filters drop-down list of the Global Task List.
•
Social media-related attributes will be visible on the
Attributes panel of the Global Task List.
Procedure:
Updating the Tenant to enable display of Social Media attributes and filters
Purpose: To update the tenant to enable iWD to display social media attributes and filters.
Start of procedure
1. Log in to Configuration Manager or Genesys Administrator.
2. Open the properties of the Configuration Server tenant that maps to the iWD managed tenant with which you want to use the Genesys Social
Engagement solution.
3. In the
Annex tab of the tenant, create a new section named iwd.profile.
4. In the iwd.profile section, create a new option named social-messaging.
5. In the value field, enter true.
6. To save the configuration, click
Save.
End of procedure
Next Steps
Now you should start configuring the mandatory and optional services for your
Solution. Go to “iWD Services” on page 178
for information about the available services, their recommended order of configuration, and the properties that can be configured for each service. If you want to review how
to work with iWD Manager first, start at the beginning of Chapter 5 .
Deployment Guide 125
Chapter 4: Installation Sample Application
Sample Application
iWD 8.1 includes a sample application (ACME) that can be used to learn about and experiment with iWD. The sample application is included on the iWD CD.
When iWD Manager is installed, a subfolder called acme is created in the iWD
Manager installation directory. A
readme.txt
file is saved to this folder and contains information about the ACME sample application.
Note:
If you want to set up the ACME web site to create tasks, the
ACME sample application requires MySQL. If you do not want to set up the
ACME web site, you can create tasks through XML.
More information about how to set up and use the ACME sample can be found at the following location: https://sites.google.com/a/iwdlab.com/iwd8/general/acme-sample-appl ication
126 intelligent Workload Distribution 8.1
Chapter
5
Configuration
This chapter describes how to configure various objects used in intelligent
Workload Distribution. This chapter contains the following sections:
iWD Manager Overview, page 127
General Configuration, page 141
Modules and Components, page 162
Solutions and Services, page 166
Departments and Processes, page 202
iWD Manager Overview
iWD Manager is a thin-client web application for configuring and managing intelligent Workload Distribution. It can be accessed via a web browser. For a complete list of supported web browsers, refer to the Genesys Supported
Operating Environment Reference Manual. The application URL is
installation-specific (see “iWD Manager Installation” on page 72
of
Chapter 4 ). The following is an example of a typical iWD Manager URL:
http://<host>:<port>/iwd_manager/
Note:
Browser cookies must be enabled for the iWD Manager application to function correctly.
iWD Manager Login
Before accessing iWD Manager functionality, you have to log into the application. The credentials that are entered are authenticated against Genesys
Configuration Server. Therefore, anyone who will need access to iWD
Deployment Guide 127
Chapter 5: Configuration iWD Manager Overview
Manager will need to be configured as a
Person
in Genesys Configuration
Manager (also known as a
User
in Genesys Administrator).
The login screen (see Figure 26 ) prompts for the following information:
•
Username—the username for the
Person
or
User
as configured in Genesys
Configuration Server.
•
Password—the password for the
Person
or
User
as configured in Genesys
Configuration Server.
•
CME Application—the name of the iWD Manager
Application
object, as configured in Genesys Configuration Server.
128
Figure 26: iWD Manager Login Screen
Logging into iWD Manager Programmatically
You can log into iWD Manager programmatically by providing the URL for iWD Manager login page along with a valid username and password. This can facilitate a single sign-on process.
The URL format to use is: http://<appserverhost>:<appserverport>/<iwdmanagerapplication>/ui/login
.jsf?username=<username>&password=<password>&application=<CMEApplicatio n>&passwordEncoded
Where:
•
<appserverhost>
and
<appserverport>
are the host and port for the application server where iWD Manager is deployed.
•
<iwdmanagerapplication>
is the iWD Manager application running on the application server (for example,
iwd_manager
).
•
<username>
and
<password>
are a valid username and password combination for the user logging into iWD Manager.
intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Manager Overview
•
<CMEApplication> is the name of the iWD Manager application as configured in the Genesys Configuration database. You can find the name in Genesys Administrator or Configuration Manager. iWD Manager will be shown with an application type of Third Party Application.
Note:
If you want include the
&passwordEncoded
at the end of the URL, then the value for
<password>
should be encoded using BASE64 algorithm.
Otherwise, you can pass a plain-text password in the
<password> parameter and omit
&passwordEncoded
.
An example URL is: http://myTomcatHost:8080/iwd_manager/ui/login.jsf?username=jsmi th&password=myPassword&CMEApplication=iWDManager
General Conditions for Configuring an iWD Manager User
•
For a user to have access to Tenants, you must configure, in the Security
Policy section of iWD Manager, a role mapped to the iWD Access Group.
•
To access the Global Task List, the
Person
or
User
must be associated with a
Place
in Genesys Configuration. If the
Person or
User is not an
Agent
, the
Place
can be configured as an option on the
Annex
tab of the
Person/User
object. Create a section iWD
(if it does not already exist) and within the iWD
section, create an option iWDManagerPlace
with the value of a valid
Place
name.
•
If you want a user to have access to a specific managed tenant in iWD, that user must have at least
Read
access to the Configuration Server tenant that is linked to that iWD managed tenant—either directly or by being a member of an Access Group that does.
•
The user must have at least
Read & Execute permissions to the iWD
Manager application in Configuration Server, and
Read
permissions to the
Configuration Server Host object where the Interaction Server is running, either directly or by being a member of an Access Group that does.
•
If the user is going to have access to the Global Task List, then the user must have at least
Read
and
Execute permissions to these application objects in Configuration Server:
Interaction Server
The Database Access Point for the Interaction Server database
The Database Access Point for the Interaction Server Event Log database.
These permissions may be applied directly to the user, or by the user being a member of an Access Group that has such permissions.
•
The
Place
that must be associated with the user must be a
Place
configured under the Configuration Server tenant that maps to the iWD managed tenant. (This presumes that the Interaction Server application also has an association with this Configuration Server tenant.)
Deployment Guide 129
Chapter 5: Configuration iWD Manager Overview
•
The
Place
is only used to give the user access to the Global Task List. If the user only needs to log into iWD Manager to perform other functions but does not need access to the Global Task List, they need not have a
Place
configured.
•
If you want to restrict what the user can do in iWD Manager, you must configure a Security Role in iWD Manager that maps to an Access Group to which the user belongs.
•
The user should not have any access to the Environment in Configuration
Server unless they are an Administrative user who should have full permissions to iWD Manager. If you provide even
Read
access to the
Environment, it will override any security policy you have configured for them in iWD Manager.
•
If the user is created under a Configuration Server child tenant, then the following additional conditions must be met:
If you want the user to have access to both the iWD
SYSTEM
tenant as well as the iWD managed tenant to which the Configuration Server tenant maps, then this user must be a member of at least two Access
Groups: one under the
Environment
tenant and one under the child tenant. In both cases, these Access Groups must have at least
Read permission to the tenants. If neither of these Access Groups maps to a
Security Role in iWD Manager, then the user will have full access to the iWD Manager GUI.
If you do not want the user to have access to the
SYSTEM
tenant in iWD
Manager, but only to an iWD managed tenant, then they must belong to an Access Group under the Configuration Server child tenant that maps to a Security Role in iWD Manager. In this case, they would not need to belong to any Access Group under the
Environment
tenant.
•
If the user is created under the
Environment
tenant—for example, such as the default user that is in the Configuration Server database when it is initially deployed—then in order for this user to have full control of the
Global Task List (not just read-only access), two conditions must be met:
The user must have a valid
Place
configured, where the
Place
is created under a child Configuration Server tenant to which the
Interaction Server is associated.
The user must have an Employee ID that also belongs to a user who is created under a child Configuration Server tenant to which the
Interaction Server is associated.
Example 1a
Examples
The following examples describe how this configuration would work in practice.
•
You have a child tenant in Configuration Server called
ACME
. In iWD
Manager that tenant maps to an iWD Managed tenant called
IWD_ACME
.
130 intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Manager Overview
Example 1b
Example 2a
•
Under the
ACME
tenant, you have several Places configured: one for each user you want to log into iWD Manager and view the Global Task List.
One of these Places is called iwd_place3
.
•
Under the
ACME
tenant, you have a user with
User Name = system
and
Employee ID = system
. The user is a non-agent. On the
Annex
tab of the user object, you have configured the necessary section called iWD
with the option name set to value iWDManagerPlace
and the value set to iwd_place3
.
•
This user belongs to an Access Group under the
ACME
tenant, called iWDAdministrators
. He does not belong to any other Access Groups under the
ACME
tenant or the
Environment
tenant.
•
The iWDAdministrators Access Group has
Read & Execute
permissions to the iWD Manager
Application
object in Configuration Server.
•
The iWDAdministrators Access Group has
Read
permissions to the
ACME tenant.
•
The iWDAdministrators Access Group maps to a security role in iWD
Manager that gives the system user the necessary permissions for the iWD
Manager GUI.
•
Result: The system user can log into iWD Manager and access the
IWD_ACME
managed tenant. He cannot access the
SYSTEM
tenant.
•
The system user described in Example 1a also belongs to the
Administrators Access Group under the
Environment
tenant in
Configuration Server. This Access Group has at least
Read
access to the
Environment
tenant.
•
In this case, the user can log into iWD Manager and access both the
SYSTEM tenant and the
IWD_ACME
managed tenant.
•
You remove the user from the iWDAdministrators Access Group and instead make him a member of the Administrators Access Group under the
ACME
tenant in Configuration Server. The Administrators Access Group under the
ACME
tenant has
Read
access to the
ACME
tenant and
Read & Execute permissions to the iWD Manager application object in Configuration
Server.
•
Now, because the user belongs to two Access Groups that give them
Read access to both the
Environment
tenant and
ACME
tenant, they can log into iWD Manager and access both the
SYSTEM
tenant and the
IWD_ACME
managed tenant. They need not belong to an Access Group that maps to an existing security role in iWD Manager.
•
Because they have
Read
permission to the
Environment
tenant in
Configuration Server, this overrides any security policy that is configured for them in iWD Manager.
•
You have a user configured under the
Environment
tenant. In this case, it is the default user who is set up when you first deployed Configuration
Server. Their
User Name
is set to default
and his
Employee ID
is set to default.
Deployment Guide 131
Chapter 5: Configuration iWD Manager Overview
Example 2b
•
You have an unused
Place
configured under the
ACME
tenant called iwd_place4.
•
On the
Annex
tab of the user object, you have configured the necessary section called iWD with the option name = iWDManagerPlace
and the value
= iwd_place4
•
The user belongs to an Access Group that has at least
Read
permissions to the
Environment
tenant. He does not belong to any Access Groups under the
ACME
tenant.
•
Result: The default user can log into iWD Manager and have full access to the application, except the Global Task List. He can access the Global Task
List in a read-only mode.
•
You want the default user to also have full access to iWD Manager, including the ability to not only view tasks in the Global Task List under the
IWD_ACME
managed tenant, but also to manage the tasks through the
Global Task List (
Cancel, Hold/Resume, Modify
)
•
You change his
Employee ID
to an
Employee ID
of a user who is configured under the
ACME
tenant, such as the
Employee ID
of the user system configured in Example 1.
Note:
This
Employee ID
cannot be shared by two users who will need to access the Global Task List simultaneously. This is because iWD
Manager will be accessing Interaction Server on behalf of this user’s
Employee ID
.
iWD Manager User Interface
The iWD Manager user interface, shown in Figure 27 on page 133 , is
composed of three main application areas:
•
). Located on top, it shows general information and actions, such as logged-in user name and logout action.
•
Navigational panel (see page 134 ). Located on the left-hand side, it
provides navigation among the various configuration/management objects accessible in iWD Manager.
•
Details view (see
page 137 ). The largest area that is on the screen, it is
where all of the details about an item that is selected in the tree can be viewed and modified.
132 intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Manager Overview
Figure 27: iWD Manager User Interface
Header Bar
The iWD Manager Header bar (see
) provides access to the following information and actions (left to right):
•
Application logo.
•
Undeployed-changes notification—This is shown only when there are changes in the current tenant's configuration that have not been deployed to runtime; such changes are not active. The notification also includes direct links to a deployment screen for each affected solution.
•
Help icon—Opens the iWD Manager Help.
•
Logout—Logs the user out of the iWD Manager application.
•
User—Displays the first and last name of the currently logged-in user.
•
Notification of changes to be pushed to Genesys Rules System—Displays when there are changes to the current solution's business structure, such as the addition or deletion of a Solution, Department, or Process. The notification also includes a link to a screen that enables the user to push the changes to the Genesys Configuration Server, to make them available to the Genesys Rules System.
Figure 28: iWD Manager Header Bar
Deployment Guide 133
Chapter 5: Configuration iWD Manager Overview
Navigation Panel
The iWD Manager Navigation panel (see Figure 29 ) consists of the following
UI objects:
•
Tenant selection—On top of the navigation area; allows switching among
iWD tenants. See “Tenant Selection” on page 135
.
•
Configuration sections—At bottom of the navigation area; allows
switching among top-level configuration sections. See “Configuration
•
Navigation tree—In the middle, provides access to configuration objects for the selected tenant. The objects shown depend on which navigation
section is selected. See “Navigation Tree” on page 136 .
•
Last Viewed—Between the navigation tree and its sections, provides quick
access to the last-viewed panes. See “Last Viewed” on page 137 .
The Navigation area can be temporarily hidden by clicking the hide (<<) icon on the top-right corner; a hidden area can be made visible again by clicking the show (>>) icon.
134
Figure 29: Navigation Panel
intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Manager Overview
Tenant Selection
iWD configuration supports multi-tenancy, in which each iWD Manager user can have access to one or more tenants, depending on their security role and user access permissions. If more than one tenant is accessible to the logged-in user, tenant selection allows switching among them. In a multi-tenant
Configuration Server environment, where a single iWD managed tenant is configured, the tenant selector will default to that managed tenant after a user
logs in to iWD Manager. See Figure 30 .
Figure 30: Tenant Selection
All configurations shown in different configuration sections are specific to the selected tenant.
Note:
Each tenant in iWD configuration must be directly associated with a tenant in Genesys Configuration Server.
Configuration Sections
iWD Manager provides the following configuration sections (see Figure 31 on page 136 ):
•
General—General tenant configuration and actions, such as security policy
and configuration import/export. For a detailed description, see “iWD
Manager Overview” on page 127 .
•
Modules & Components—Modules and components that are owned by or
accessible to the tenant. For a detailed description, see “Modules and
.
•
Services—Solutions and services that are configured for a tenant. For a
detailed description, see “Solutions and Services” on page 166
.
•
Departments & Processes—iWD business configuration, such as departments, processes, and rules. For a detailed description, see
“Departments and Processes” on page 202
.
•
Rules Authoring—Launches the Genesys Rules Authoring Tool in a new browser tab or window (depending on browser configuration) and logs the user in automatically, navigating to the same tenant with which iWD
Manager is working.
•
Global Task List—iWD management views. For a detailed description, see
Chapter 7, “Global Task List,” on page 249 .
Deployment Guide 135
Chapter 5: Configuration iWD Manager Overview
136
Figure 31: Configuration Sections
Depending on the application permissions of a logged-in user, only some of these sections might be visible. By default, upon logging in to iWD Manager, the General section is selected. To switch to another section, click on it in the navigation panel. The selected section is also displayed on the top of the navigation panel (just above the tenant selection).
Navigation can also be switched to an alternative, compact mode by clicking the collapse icon (on top). In compact mode, each navigation section will be
represented by an icon. See Figure 32
Figure 32: Compact Configuration Sections
To restore normal navigation mode again, click the expand icon (on top).
Navigation Tree
The navigation tree, shown in Figure 33 on page 137 , displays iWD
configuration and management objects for the selected tenant and navigation section in a tree structure. Each selectable object is underlined and can be selected by clicking it. When it is selected, the object is marked in bold, and the corresponding details are displayed in the iWD Manager Details area.
For those objects that support creation of new instances, a
New... action also is present in the tree (such as
New Department... in the example below). When a
New... action is selected, details for the new object instance can be entered and saved in the iWD Manager Details area.
intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Manager Overview
Figure 33: Navigation Tree
Last Viewed
By default, the Last Viewed list is hidden. It can be displayed and hidden
again, similar to the whole Navigation section. See Figure 34 .
Figure 34: Last Viewed
When it is visible, Last Viewed lists the five last-viewed panes. The details for each item in the list can be opened directly from the Last Viewed list by clicking the corresponding item.
Details View
Details view shows and (for some objects) allows modification of information that is related to the object that is selected in the Navigation Panel (see
Deployment Guide 137
Chapter 5: Configuration iWD Manager Overview
Figure 35 illustrates an example of the Details view for a
department.
Figure 35: Details View
Object Actions
Most of the iWD Manager objects can be modified, in which case the Save,
Save & Close, Cancel, and Delete actions are available at the bottom of the
Details views (see Figure 36 on page 139 ):
•
Save—Saves the current object, and leaves it selected.
•
Save & Close—Saves and closes the current object.
•
Cancel—Discards any modifications and closes the current object.
•
Delete—Deletes the current object.
•
Copy— iWD Manager has built-in copy and paste functionality for the following configuration objects: Services, Departments and Processes.
Services are pasted as new objects that must be saved. Clicking
Copy
on the edit page of an object puts it in the clipboard (only one object at a time is supported). When the clipboard contains an object, depending on the object type, additional tree nodes or buttons will be visible/enabled that allow pasting the clipboard object to a new instance.
138 intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Manager Overview
Figure 36: Details View Actions
Note:
The ability to modify an object also depends on the user's permissions.
If the user does not have permission to modify a particular object, the previously described object actions will not be accessible.
Unsaved Changes
iWD Manager keeps track of any changes that have been made to the current selected object by a user.
If an object is being closed, but unsaved changes are present, iWD Manager will display the
Unsaved Changes dialog box, shown in
. The dialog box has the following actions:
•
Continue—Discards the modifications and closes the object
•
Return—Returns to the Details view of the object and does not discard the modifications,
Figure 37: Unsaved Changes
Context History
In addition to warning about unsaved changes, iWD Manager also records all saved changes into the object's Context history. Context history can be viewed by clicking the
Context History
icon in the top-right corner of the object's
Details view. Figure 38 shows an example Context History for a Service.
The Context History appears in a new window and displays detailed information about all of the changes that have been made to the current object:
•
Date/Time—When the modification was made.
•
User—The person who made the modification.
•
Object Code—Description of the object type (such as
SRV_INS,
which means “Service Instance”).
•
Event Code—Description of the action type (such as UPD, which means
“Update”).
Deployment Guide 139
Chapter 5: Configuration
•
Event—Formatted description of the change iWD Manager Overview
Figure 38: Context History
Additionally, for most
UPD
(update) events, the Context History provides details on each attribute of an object that has been changed. These details can be viewed by clicking a particular UPD event in the upper table. They are displayed in the Event pane.
User Profile
You can customize date/time conversions and iWD Manager appearance in the
User Profile dialog box, shown in
. To access the User Profile dialog
box, click the user name in the Header bar (see “Header Bar” on page 133 ). If
Timezone
is not specified, all timestamps will be shown by using the UTC time
140 intelligent Workload Distribution 8.1
Chapter 5: Configuration General Configuration zone. The
User Profile
also allows you to specify your
Locale
, which determines the format that is used for dates, times, numbers, and currency.
Figure 39: User Profile Dialog Box
General Configuration
The General configuration section (see Figure 40 ) provides the ability to
manage general tenant-level configuration:
•
Use Profile view (see page 142 ) to view and modify general tenant
attributes.
•
Use Import and Export view (see
) to import and export tenant's configuration to and from XML files.
•
Use Security Policies view (see
) to manage tenant roles and permissions.
•
Use Managed Tenant Details view (see
) to create new managed tenants, and view and modify attributes of managed tenants.
•
Use Lookup Tables view (see
page 156 ) to specify tenant-specific
constants as key/label pairs.
•
Use Media Icons view ((see
) to manage the icons that are displayed in the Global Task List for each media type.
•
Use History view (see
page 160 ) to keep track of changes in tenant
configuration.
Deployment Guide 141
Chapter 5: Configuration General Configuration
Profile
Figure 40: General Configuration Section
The Profile view (see Figure 41 ) displays and allows modification of general
tenant details, such as name, description, and default time zone.
142
Figure 41: Profile View
Table 3 lists the properties and actions available in the Profile view.
Table 3: Profile View Attributes and Actions
Property/Action Description
ID
Name
Tenant ID. This field is read-only after the first save.
Tenant name. This field is only editable by parent tenant’s administrators.
intelligent Workload Distribution 8.1
Chapter 5: Configuration General Configuration
Table 3: Profile View Attributes and Actions (Continued)
Property/Action Description
CME Tenant The name of the corresponding tenant in Genesys
Configuration Server. The iWD
System
Tenant is associated with the
Resources
tenant in a single-tenant
Configuration Server, and with the
Environment
tenant in a multi-tenant Configuration Server.
When you create your iWD Tenant, select the corresponding Configuration Server Tenant from the drop-down list. This ensures that the user in iWD Manager has access to the Configuration Server data objects for which the user has permission.
Description
Time Zone
Genesys Rules
Authoring Tool
URL
Custom Tenant
Attributes
Save/Save &
Close/Cancel
Inventory
Tenant description.
Tenant default time zone. The default time zone is used when no time zone is specified for a capture point.
The Genesys Rules Authoring Tool URL can be launched from the iWD Manager. If the URL is not configured, the
Rules Authoring node will not appear in the list of configuration sections.
The URL must be in the following format: http://<host>:<port>/genesys-rules-authoring
Where
<host> and
<port> are the host name and port number of the web application server where the Genesys
Rules Authoring web application is deployed, and genesys-rules-authoring is the name of the Genesys
Rules Authoring web application that is deployed on the web application server.
Custom tenant attributes that provide additional information about the tenant for reporting purposes. Refer to the iWD 8.1 Data Mart Reference Guide for more information.
Standard iWD Manager functions as described in “Object
Opens the tenant business process inventory report that contains detailed information about tenant business configuration (such as, departments and processes). See
for an example).
Deployment Guide 143
Chapter 5: Configuration General Configuration
Figure 42: Inventory Report
Import and Export
The Import/Export function enables you to import and export the iWD configuration to and from an XML file. This function allows you to:
•
Transfer configurations between environments and tenants.
•
Load the configuration from the solution template, an exported configuration of a solution that can be used as the basis for configuring a new solution
The Import/Export function will only import and export the iWD System and
Tenant configuration. In most cases, you will also want to export and import the rule packages from the Genesys Rules System that correspond with your iWD Solution. For more information about the Import/Export function, see the related topics in the Genesys Rules System 8.1 Rules Authoring Tool Help.
Figure 43 shows an example of the Import/Export function.
144 intelligent Workload Distribution 8.1
Chapter 5: Configuration General Configuration
Deployment Guide
Figure 43: Import/Export
Table 4 lists the properties and actions available in the Import/Export view.
Table 4: Import and Export Properties and Actions
Property/Action Description
Configuration
File/Browse
Import
Allows selection of a configuration file to import.
Export custom attributes
Export security policy
Export lookup tables
Export Solution
Business
Configuration
Imports the configuration file that is selected in the field above.
Whether to include the tenant’s custom attributes (see
) in the exported configuration file.
Whether to include the tenant’s security policies (see
) in the exported configuration file.
Whether to include the tenant’s lookup tables (see
) in the exported configuration file.
Whether to include the tenant’s Solution Business
Configuration (such as departments, processes, rules, and business calendars) in the exported configuration file.
Export Solution
Technical
Configuration
Whether to include the tenant’s Solution Technical
Configuration (such as runtime nodes and services) in the exported configuration file.
Export Media Icons Whether to include the tenant's media icons in the exported configuration file.
Solutions
Which of the tenant’s solutions (see
in the exported configuration file.
) to include
145
Chapter 5: Configuration General Configuration
Table 4: Import and Export Properties and Actions (Continued)
Property/Action Description
Modules
Which of the tenant’s modules (see
the exported configuration file.
) to include in
Export Exports the configuration objects that are selected above to an XML configuration file.
Security Policies
A Security Policy (see
) allows you to create custom security roles for each tenant and map them to Genesys Configuration Server Access Groups.
During authentication, a user is granted all of the permissions that are combined from roles that are mapped to the Genesys Configuration Server
Access Groups of which the user is a member. A role can contain any combination of permissions from the following four groups:
•
Administrative permissions—Technical configuration (see Table 6 on page 148 ).
•
Configuration permissions—Business configuration (see Table 7 on page 151 ).
•
Task management permissions—The Global Task List view in iWD
Manager (see Table 8 on page 153
).
•
Application permissions—The ability to launch the Genesys Rules
Authoring Tool from iWD Manager (see Table 9 on page 154 ).
To function properly, most permissions must be added in groups. For example, modify or delete permissions are useless without the view permission.
Users (
Person
objects) are assigned to these groups in Genesys Configuration
Server. Any person assigned to a group, to which you choose to map under
Group Mapping, will have all the selected permissions within iWD Manager.
You might have to create multiple new Access Groups in Genesys
Configuration Server so the appropriate mapping can be done in the Security
Policy dialog.
146 intelligent Workload Distribution 8.1
Chapter 5: Configuration General Configuration
Figure 44: Security Policies
Key features:
•
Multiple roles can be mapped to the same Genesys Configuration Server
Access Group.
•
Any
Person
or
User
in Genesys Configuration Server who is a member of the Administrators or Super Administrators access group in the
Environment Tenant has non-restricted access to all tenants.
•
Automatic Access Group lookup from Genesys Configuration Server.
Table 5 lists the properties available for Security Policies.
Table 5: Security Policy Properties
Property
Name
Group Mapping
Description
Description
Role name. This is a mandatory field and must be unique within the tenant.
Configuration Server Access Group mapping. This is a mandatory field. Select the Configuration Server Access
Group from the drop-down list.
A plain text description of the role (up to 4,000 characters).
Deployment Guide 147
Chapter 5: Configuration General Configuration
Note:
In release 8.1, iWD maintains its own security roles. These roles are independent from Roles that are defined in Genesys Administrator.
That is, for a single user defined in the Genesys System, they may be assigned one or more roles in Genesys Administrator, as well as inheriting one or more roles that have been defined in iWD Manager.
The roles in Genesys Administrator are used to define which tasks a user can perform in specific applications, such as Genesys
Administrator itself as well as Genesys Interaction Workspace. The roles in iWD are used to define what tasks a user can perform in iWD
Manager.
Genesys Rules System also supports role-based access control. The role permissions for the Genesys Rules Authoring Tool and Genesys
Rules Development Tool are managed through Genesys
Administrator. See the section “Role-Based Access Control",
Chapter 5 in the Genesys Rules System 8.1 Deployment Guide.
Permission Groups
This section provides detailed descriptions of permissions that can be applied from each of the four permission groups: Administrative, Configuration, Task
Management, and Application.
Administrative Permissions
Administrative permissions control the access that members in the security role have to technical configuration features in iWD Manager.
Administrative access control for each permission is described in Table 6
.
Table 6: Administrative Permissions
Object
Tenant
Tenant
Tenant
Tenant
Solution
Permission Access control
Modify Controls whether the role can edit and save properties of the iWD
Tenant’s profile.
Import
Export
Controls whether the role can import XML configuration files into the iWD configuration database.
Controls whether the role can export XML configuration files from the iWD configuration database.
History
Modify
Controls whether the role can view the context history of changes at the iWD Tenant level.
Controls whether the role can edit and save properties of iWD
Solutions. This permission also requires the Solution View permission.
148 intelligent Workload Distribution 8.1
Chapter 5: Configuration General Configuration
Table 6: Administrative Permissions (Continued)
Object
Solution
Solution
Solution
Solution
Solution
Solution
Security Policy
Security Policy
Security Policy
Security Policy
Permission Access control
History Controls whether the role can view the context history of changes at the iWD Solution level.
Create Controls whether the role can create new iWD Solutions. This permission also requires the Solution View permission and the
Solution Modify permission.
Synchronize Controls whether the role can synchronize changes between the iWD Solution and the Genesys Configuration Server, for use by the Genesys Rules System. If this permission is not present, members of the role will not see the Push to Rules System link in the
Services > Solution navigation tree. This permission also requires the Departments View permission under Configuration
Permissions.
Delete Controls whether the role can delete iWD Solutions. This permission also requires the Solution View permission.
View
Deploy
Modify
Create
Delete
View
Controls whether the role can view properties of iWD Solutions.
This permission is normally combined with other permissions for which it is required.
Controls whether the role can deploy iWD Solutions. This permission also requires the Solution View permission.
Controls whether the role can modify security policies. This permission also requires the Security Policy View permission.
Controls whether the role can create new security policies. This permission also requires the Security Policy View permission.
Controls whether the role can delete security policies. This permission also requires the Security Policy View permission.
Controls whether the role can view security policies. This permission is normally combined with other permissions for which it is required.
Metrics Template Modify
Metrics Template
Metrics Template
Create
Delete
Controls whether the role can modify metrics templates. This permission also requires the Metrics Templates View permission.
Controls whether the role can create new metrics templates. This permission also requires the Metrics Templates View permission.
Controls whether the role can delete metrics templates. This permission also requires the Metrics Templates View permission.
Deployment Guide 149
Chapter 5: Configuration General Configuration
Table 6: Administrative Permissions (Continued)
Object
Metrics Template View
Modules
Modules
Modules
Modules
Services
Permission
Modify
Create
Delete
View
Modify
Access control
Controls whether the role can view metrics templates. This permission is normally combined with other permissions for which it is required.
Controls whether the role can modify properties of modules. This permission also requires the Modules View permission.
Controls whether the role can create new modules. This permission also requires the Modules View permission.
Controls whether the role can delete modules. This permission also requires the Modules View permission.
Controls whether the role can view modules. This permission is normally combined with other permissions for which it is required.
Controls whether the role can modify properties of services. This permission also requires the Services View permission.
Services Create
Services
Services
Scripts
Scripts
Scripts
Scripts
Delete
View
Modify
Create
Delete
View
Controls whether the role can create new services. This permission also requires the Services View permission.
Controls whether the role can delete services. This permission also requires the Services View permission.
Controls whether the role can view services. This permission is normally combined with other permissions for which it is required.
Controls whether the role can modify transformation scripts. This permission also requires the Scripts View permission.
Controls whether the role can create new transformation scripts.
This permission also requires the Scripts View permission.
Controls whether the role can delete transformation scripts. This permission also requires the Scripts View permission.
Controls whether the role can view transformation scripts. This permission is normally combined with other permissions for which it is required.
Configuration Permissions
Configuration permissions control the access that members in the security role have to business configuration features in iWD Manager.
150 intelligent Workload Distribution 8.1
Chapter 5: Configuration General Configuration
Configuration access control for each permission is described in the
Table 7: Configuration Permissions
Object
Department
Department
Department
Department
Department
Department
Process
Process
Process
Process
Process
Permission
View
Modify
View Tasks
Deploy
Delete
Create
View
Modify
View Tasks
Delete
Create
Access control
Controls whether the role can view Departments. This permission is normally combined with other permissions for which it is required.
Controls whether the role can modify properties of
Departments. This permission also requires the Departments
View permission.
Controls whether the role can view tasks at the Department level, through the Global Task List. This permission also requires the Global Task List View permission. It also requires that the role has access to one or more Departments through the
Departments & Processes > User Access screen.
Controls whether the role can deploy an iWD Solution from within the Departments & Processes view.
Note: The permission controls access to the same capability as the Solution>Deploy permission. This permission also requires the Departments View permission.
Controls whether the role can delete Departments. This permission also requires the Departments View permission.
Controls whether the role can create new Departments. This permission also requires the Departments View permission.
Controls whether the role can view Processes. This permission is normally combined with other permissions for which it is required.
Controls whether the role can modify properties of Processes.
This permission also requires the Processes View permission.
Controls whether the role can view tasks at the Process level, through the Global Task List. This permission also requires the
Global Task List View permission and the Departments View
Tasks permission. It also requires that the role has access to one or more Processes through the
Departments & Processes
> User Access screen.
Controls whether the role can delete Processes. This permission also requires the Processes View permission.
Controls whether the role can create new Processes. This permission also requires the Processes View permission.
Deployment Guide 151
Chapter 5: Configuration General Configuration
Table 7: Configuration Permissions (Continued)
Object
User Access
User Access
User Access
Lookup Tables
Lookup Tables
Lookup Tables
Lookup Tables
Media Icons
Media Icons
Media Icons
Media Icons
Permission
View
Modify
Copy
View
Modify
Delete
Create
Modify
Delete
Create
View
Access control
Controls whether the role can view the User Access screen.
This permission is normally combined with other permissions that require it. This permission also requires the Departments
View permission.
Controls whether the role can modify User Access properties
(the assignment of roles to view Departments and Processes).
This permission also requires the User Access View permission and the Departments View permission.
Controls whether the role can copy user access between
Solutions. This permission also requires the User Access View permission and the Departments View permission.
Controls whether the role can view Lookup Tables.
Controls whether the role can modify properties of Lookup
Tables. This permission also requires the Lookup Tables View permission.
Controls whether the role can delete Lookup Tables. This permission also requires the Lookup Tables View permission.
Controls whether the role can create new Lookup Tables. This permission also requires the Lookup Tables View permission.
Controls whether the role can modify mapping of media types to media icons. This permission also requires the Media Icons
View permission.
Controls whether the role can create new mappings of media types to media icons. This permission also requires the Media
Icons View permission.
Controls whether the role can delete the mappings of media types to media icons. This permission also requires the Media
Icons View permission.
Controls whether the role can view the mappings of media types to media icons. This permission is normally combined with other permissions for which it is required.
Task-Management Permissions
Task-management permissions control the access that members in the security role have to task-management features in iWD Manager.
152 intelligent Workload Distribution 8.1
Chapter 5: Configuration General Configuration
Task-management access control for each permission is described in the
Table 8: Task-Management Permissions
Object
Global Task List
Global Task List
Global Task List
Global Task List
Global Task List
Global Task List
Global Task List
Filters
Permission
View
Export
Cancel
Hold/Resume
Modify
Access control
Controls whether the role can view tasks and filters in the
Global Task List. It must be combined with Departments
View Tasks or Processes View Tasks, with the appropriate
User Access configured, or it may be combined with Global
Task List Capture Points or Global Task List Global Tasks permissions, or some combination of these. If no additional permissions are applied with Global Task List View, there will be no access to any iWD business structure level(s) at which tasks can be viewed.
Controls whether the role can export tasks to an XML file. It must be combined with Global Task List View, together with the other prerequisites described for that permission.
Controls whether the role can cancel tasks from the Global
Task List. It must be combined with Global Task List View, together with the other prerequisites described for that permission.
Controls whether the role can hold/resume tasks from the
Global Task List. It must be combined with Global Task List
View, together with the other prerequisites described for that permission.
Controls whether the role can modify attributes of tasks from the Global Task List, including the ability to
Save and
Restart the processing of the task. It must be combined with
Global Task List View, together with the other prerequisites described for that permission.
Capture Points
Global Tasks
Controls whether the role can view tasks at the Capture Point level. It must be combined with the Global Task List View permission.
Controls whether the role can view tasks at the Solution level.
It must be combined with the Global Task List View permission.
Modify controls Controls whether the role can modify both Private and Public filters. The role can modify any property of the filter, including changing the filter's scope from Private to Public or
Public to Private. It must be combined with the Global Task
List View permission.
Deployment Guide 153
Chapter 5: Configuration General Configuration
Table 8: Task-Management Permissions (Continued)
Object
Filters
Filters
Permission
Create
Delete
Access control
Controls whether the role can create both Private and Public filters. It must be combined with the Global Task List View permission.
Controls whether the role can delete both Private and Public filters. It must be combined with the Global Task List View permission.
Application Permissions
Application permissions control the access that members in the security role have to the Rules Authoring link in the iWD Manager navigation menu.
Application access control for each permission is described in the
Table 9: Application Permissions
Object
Rules Authoring
Permission
Run
Access control
Controls whether the role has access to the Rules Authoring link in the iWD Manager navigation menu. This permission also requires that the property Genesys Rules Authoring Tool
URL be configured on the
General > Profile screen of the
Tenant.
Important Information About Filtering Permissions
The following additional information is also important to note when you are filtering permissions:
•
Public filters can be changed from Private by any user that has Modify filter permissions.
•
The owner of a Private filter can always modify or delete that filter, even if they do not have Delete and/or Modify security role permissions.
•
The username of the owner of a Private filter is displayed on the
Filter configuration screen to make referencing easy..
Note:
When security roles from previous versions are migrated to iWD
8.1.0, none of the above mentioned permissions are enabled, by default.
154 intelligent Workload Distribution 8.1
Chapter 5: Configuration General Configuration
Managed Tenant Details
The Managed Tenant Details view (see Figure 45 on page 155 ) displays and
enables you to modify general managed tenant attributes (see “Tenants” on page 45
).
Deployment Guide
Figure 45: Managed Tenant
Table 10 lists the attributes and actions available in Managed Tenant view.
Table 10: Managed Tenant Properties and Actions
Property/Action Description
ID Tenant ID. This field becomes read-only after a tenant is created.
Name Tenant name.
CME Tenant
Description
The name of the corresponding tenant in Genesys
Configuration Server.
When creating your iWD Tenant, select the corresponding
Configuration Server Tenant from the drop-down list. This ensures that the user in iWD Manager only has access to the Configuration Server data objects for which he or she has permission.
In a single-tenant environment the configured managed tenant must map to the
Resources
tenant in Genesys
Configuration Server.
An iWD Managed Tenant has a one-to-one relationship with a tenant in Genesys Configuration Server.
Tenant description.
155
Chapter 5: Configuration General Configuration
Table 10: Managed Tenant Properties and Actions (Continued)
Property/Action Description
Assigned Modules Modules (or functionality) that are assigned to the tenant.
Such modules are available for use in tenant solutions.
Unassigned
Modules
Save/Save &
Close/Cancel/
Delete
Modules that are not assigned to the tenant. Such modules are not available for use in tenant solutions.
Standard iWD Manager functions as described in “Object
Lookup Tables
Users can specify lookup tables that can be used in rules, custom attributes, and metrics. Lookup tables are simple key/label pairs and are displayed as dropdown controls. See
.
Although business rules are managed in the Genesys Rules System in iWD 8.1, it is still possible to create rule parameters that use values from iWD Lookup
Tables. For an example of how to configure this, see the taskChannels parameter in the iWD Standard Rules Template.
The taskChannels parameter is configured as a database type rule parameter.
The configuration of that parameter instructs the Genesys Rules Authoring
Tool how to query the iWD configuration database to retrieve the values of the out-of-the-box iWD Lookup Table called channels,
as shown in Figure 45.
To create additional rule parameters that will retrieve the values from other
Lookup Tables, you can make copies of the taskChannels parameter and modify the SQL query, changing the name of the Lookup Table from channels to the name of your Lookup Table.
156 intelligent Workload Distribution 8.1
Chapter 5: Configuration General Configuration
Deployment Guide
Figure 46: Lookup Tables
Distribution Points and Lookup Tables
The concept of Distribution Points has changed from iWD 7.6.1 to 8.0.
Distribution Points are no longer required. Instead, in 8.1 (and 8.0), all tasks are immediately distributed to Interaction Server a task is captured. To retain the reporting functionality for customers that are upgrading from iWD 7.6.1,
Distribution Points remain as attributes that can be assigned to tasks in business rules, and there is still a Distribution Point dimension in the iWD
Data Mart schema.
In iWD 8.1, Distribution Points must be configured as Lookup Tables (see
Tenant level. The following procedure describes the steps that are used to configure Distribution Points as Lookup Tables.
Procedure:
Configuring Distribution Points as Lookup Tables
Purpose: To configure Distribution Points as Lookup Tables and assign them to Rules.
157
Chapter 5: Configuration General Configuration
Start of procedure
1. In iWD Manager, configure a new Lookup Table for your tenant as shown in
. The name of the Lookup Table must be distributionPoints
.
Note:
The distributionPoints
lookup table must be configured under the iWD managed tenant in which the rule action to assign the distribution point to a task is defined.
Figure 47: Create a Distribution Point Lookup Table
2. Start using the rule action
Assign distribution point in your business rules.
There is a rule action in the iWD Standard Rule Template called
Assign distribution point that uses a rule parameter configured to read the values from the distributionPoints
Lookup Table. This rule action can be used in a business rule. See
.
158 intelligent Workload Distribution 8.1
Chapter 5: Configuration General Configuration
Figure 48: Assign Distribution Point in Rule
End of procedure
Media Icons
The Media Icons page (see
Figure 49 ) provides a way to map graphical icons
to media types to display in the iWD Global Task List. iWD comes with some preloaded icons, but additional icons can be uploaded and mapped to existing media types, or new media types. Icons must be 16x16, but can be in any file format, such as
.gif, .jpg,
or
.bmp.
Table 11: Media Icons View Properties and Actions
Property/Action Description
Media Type The media type to which the icon will be mapped. This list of media types is retrieved dynamically from
Genesys Configuration Server. Media types are a type of Business Attribute in Configuration Server. Genesys provides out-of-the-box media types but new custom media types can be added.
Icon T he graphical 16x16 icon that will be displayed in the
Global Task List when a task is of the media type to which the icon is mapped.
The file name of the icon.
File Name
New Icon Mapping The function that provides a way for the user to upload a new icon from the file system.
Browse
The function that o pens a
File Upload dialog window to enable the user to browse the file system to select an icon.
Deployment Guide 159
Chapter 5: Configuration General Configuration
Table 11: Media Icons View Properties and Actions (Continued)
Property/Action Description
Upload The function that uploads the icon that was previously selected by the user through the Browse action.
Save/Save and
Close/Cancel
The standard iWD Manager functions, as described in
.
Figure 49: Media Icons
History
The History page (see
) provides a detailed log of activities that have been performed in iWD Manager by users. Each activity is represented by an
160 intelligent Workload Distribution 8.1
Chapter 5: Configuration General Configuration audit event that represents what was changed, by whom, and when the change was made.
Deployment Guide
Figure 50: History
Table 12 lists the properties and actions are available in History view.
Table 12: History View Properties and Actions
Property/Action Description
Date/Time Date/time when the activity was performed.
User
Object Code
Event Code
Who performed the activity.
Represents the type of object on which the activity was performed:
•
TNT
: Tenant
•
SLT
: Solution
•
SRV_INS
: Service Instance
•
RNT_ND
: Runtime Node
•
MDL
: Module
•
PRC
: Process
•
DPT
: Department
•
ROLE
: Security Policy Role
Represents the type of activity:
•
CRT
: Create
•
UPD
: Update
•
DLT
: Delete
•
IMP
: Import
•
EXP
: Export
161
Chapter 5: Configuration Modules and Components
Table 12: History View Properties and Actions (Continued)
Property/Action Description
Event
Details
Formatted description of the activity.
Displays attribute-level changes to the object for the activity that is selected in the main History table. Only update activities (Event Code is
UPD
) contain these details.
Modules and Components
The Modules and Components configuration section is used to define objects for iWD functionality:
•
A component is an object that provides a specific iWD function. The following component types are used in iWD:
Service templates—This component provides a template for an iWD service that implements specific functionality. Service templates are preconfigured and are not changeable in iWD Manager. Service instances (see
) that are based on service templates, however, are configurable.
Metric templates (see
)
Scripts—These are transformation scripts that are only used with the legacy iWD capture point services (see
).
•
A module (see
) is a group of components.
Note:
Starting in iWD 8.1, rule templates are no longer configured in iWD
Manager. They are created in the Genesys Rules Development Tool.
Assigning Modules to Tenants and Solutions
Whenever you create a new Tenant or a new Solution under a Tenant, be sure to verify the Assigned Modules are correct for the Tenant or Solution.
After you create a new Tenant, go to the
General
section in iWD Manager.
Select the System tenant from the tenant selection drop-down list. In the navigation tree, locate your new Tenant in the Managed Tenant tree. On the right hand side of the screen, be sure that the
Assigned Modules
list includes all
Modules to which you want the Managed Tenant to have access.
After you create a new Solution under that Managed Tenant, select that
Managed Tenant from the tenant selector, and then click on the name of your
Solution in the navigation tree. On the right hand side of the screen, make sure you assign the Modules you want to use as part of that Solution.
162 intelligent Workload Distribution 8.1
Chapter 5: Configuration
Modules
Modules and Components
Modules bundle a set of iWD components into a named functional area.
Modules are used to group features, such as reporting. Each feature can be implemented by one or more components where the component can be a service, a metric template, and a (transformation) script.
This is done in order to:
•
Simplify the exporting/importing of configuration that enables particular functions.
•
Simplify the enabling/disabling of a particular function to a tenant.
Figure 51: Module
Deployment Guide 163
Chapter 5: Configuration Modules and Components
Table 13 lists the properties and actions available in the Modules view:
Table 13: Modules View Properties and Actions
Property/Action Description
Name
Is Inherited
Name of the module
Indicates whether a module is inherited from the parent tenant. This means that the module has been assigned to this managed tenant by the parent tenant. If this is true, all fields are read-only. All standard modules in iWD belong to the
System
tenant, and are inherited by child tenants.
Description
Assigned
Components
Description of the module.
Services, metrics templates, and scripts that belong to the module.
Services templates that do not belong to the module.
Unassigned
Components
Save/Save & Close/
Cancel/Delete
Standard iWD Manager functions as described in “Object
Metric Templates
Metric templates can be used to define various types of metrics that will be available at the business user level to specify actual values for departments and processes. Metric templates are just like any other module components and
164 intelligent Workload Distribution 8.1
Chapter 5: Configuration Modules and Components must be assigned to a module to be available under departments and processes.
Figure 52: MetricTemplate
Table 14 lists value types for the Metric template. For more information about
Metrics, see “Metrics” on page 206
.
Table 14: Metric Template Value Types
Value Type
Time
Flag
Number
Percentage
Date
Lookup Table
Description
Time value in days, hours, minutes, or hours.
Check box for true/false values.
Number value, basic number validation.
Percentage from 0% to 100%.
Calendar control for selecting month, day, and year.
Drop-down list of Lookup Tables configured under the
Tenant.
Deployment Guide 165
Chapter 5: Configuration Solutions and Services
Solutions and Services
The Services configuration section allows the setup of iWD runtime instances for a specific infrastructure and environment:
•
Use Solution Details view (see
page 167 ) to create new solutions, as well
as to view and modify general solution attributes.
•
Use Runtime Nodes view (see
page 168 ) to define runtime nodes in which
services will run.
•
Use Services view (see
) to monitor and manage service status.
•
Use Service Details view (see page 171 ) to create new services, as well as
to view and modify configuration of existing services.
•
Use Deployment view (see
) to deploy solution configuration to runtime nodes, as well as to activate services.
•
Use Configure Custom Ixn Properties view (see
) to configure
Interaction Server databases and Configuration Server application options for iWD.
•
Use Change History view (see
page 176 ) to check the history of each
deployed configuration version.
Note:
It is recommended that you do not create any Solutions and Services under the System Tenant. You should do so under a Managed Tenant.
The recommended role for the System Tenant is to be the place where you create all of your Modules and Components (which is done by importing the various configuration xml files); these Modules can then be inherited by the Managed Tenants and assigned or unassigned as needed at the Managed Tenant level.
166 intelligent Workload Distribution 8.1
Chapter 5: Configuration Solutions and Services
Solution Details
Solution Details view displays, and lets you modify, general solution attributes.
For more information on solutions, refer to “Solutions” on page 46 of
Figure 53: Solution Details
Table 15 lists the properties and actions available in Solution Details view.
Table 15: Solution Details Attributes and Actions
Property/Action Description
ID The ID of the solution. This field becomes read-only after the solution is created.
Name The name of the solution.
Description A description of the solution.
Assigned Modules Modules (or functionality) that are assigned to the solution. Components such as Services and Metric templates from these modules are available for use in the solution.
Deployment Guide 167
Chapter 5: Configuration Solutions and Services
Table 15: Solution Details Attributes and Actions (Continued)
Property/Action Description
Unassigned
Modules
Save/Save &
Close/Cancel/
Delete
Modules that have not been assigned to the solution.
Components from these modules are not available for use in the solution.
Standard iWD Manager functions as described in “Object
Runtime Nodes
Runtime Nodes view lets you view and configure the runtime nodes in which
the solution's services are running. See “Runtime Nodes” on page 47 for more
information about runtime nodes. Figure 54 shows an example.
Figure 54: Runtime Nodes
168 intelligent Workload Distribution 8.1
Chapter 5: Configuration Solutions and Services
Table 16 describes the properties and actions that are available in Runtime
Nodes view.
Table 16: Runtime Node Properties and Actions
Property/Action Description
Name The name of the runtime node.
Context URL
New...
Application
The URL of the runtime node. This depends on how the runtime node was installed. For example, a possible context URL is http://localhost:8080/iwd_node, where
8080
is the port used by Tomcat, and iwd_node
is the Runtime Node webapp in the Tomcat container.
Allows for definition of a new runtime node.
Save/Save &
Close/Cancel/
Delete
The iWD Runtime Node application, as configured in the
Configuration Server database. This application is the one that will manage the connection to Interaction Server.
Each Runtime Node must have its own configured
Runtime Node application in Configuration
Manager/Genesys Administrator.
Standard iWD Manager functions as described in “Object
Services
Services view displays the status of each service that has been configured in the solution and allows you to manage service status manually. Refer to
for more information about services.
Deployment Guide 169
Chapter 5: Configuration Solutions and Services
Figure 55: Runtime Nodes
Table 17 describes the properties and actions that are available in the Services
view.
Table 17: Services View Properties and Actions
Attribute/Action Description
Runtime Node
Service Name
The runtime node on which the service is running. This field is absent for any service that runs on all available runtime nodes.
The name of the service. Click here to open the Service
).
Starts a stopped service.
Stops a started service.
170 intelligent Workload Distribution 8.1
Chapter 5: Configuration Solutions and Services
Table 17: Services View Properties and Actions (Continued)
Attribute/Action Description
Status Service status:
•
Started
—the service is active (running).
•
Scheduled
—the service is scheduled to run in the future.
•
Queue
—the service is scheduled to run after another job that is in the same execution queue has finished.
•
Stopped
—the service is stopped.
•
Error
—the service has encountered an error during its last operation; error details are provided in the Status
Message column.
•
Not Deployed
—the service is configured in the solution, but the configuration is not yet deployed to the runtime node.
•
Not Accessible
—the runtime node is not accessible.
This can be caused by an invalid runtime node configuration or because the application server on which the node is installed is not running.
Status Message
Log
Displays additional service-status details, when available, such as an error message. Click it to view details in a larger window (shortcut menu).
Opens the Log Viewer dialog box (see page 177
) for the specified service.
Service Details
Service Details view (see Figure 56 ) displays, and lets you modify, service
attributes. See also “iWD Services” on page 178
for a detailed reference on specific service types.
Deployment Guide 171
Chapter 5: Configuration Solutions and Services
Figure 56: Service Details
Table 18 describes the properties and actions that are available in the Service
Details view.
Table 18: Service Details View Properties and Actions
Property/Action Description
ID The ID of the service. This field becomes read-only after the service has been created. When a new service is created in iWD configuration, the default ID generated by iWD is based on the type of service being created. For example, if a new Scheduled ETL Job service is created, the default ID generated by iWD will be
ETL_JOB_x
, where x
is an integer that increments as additional Scheduled
ETL Job services are created.
Service Name The name of the service.
172 intelligent Workload Distribution 8.1
Chapter 5: Configuration Solutions and Services
Table 18: Service Details View Properties and Actions (Continued)
Property/Action Description
Service Template The template on which the service is based. This field becomes read-only when the service is created. See
“Modules and Components” on page 162 for more
information about service templates.
Runtime Node
Description
Properties
The runtime node on which the service runs. This field is absent for any service that is running on all available runtime nodes.
A description of the service.
The properties of the service that configure its functionality:
•
Name
—the name of the property.
•
Default
—whether to use the property’s default value.
•
Value
—the property’s value. Depending on property type, this field can be a text box, check box, or dropdown box. When the
Default
box has been checked, this field is read-only.
Different service types have different properties. For a
detailed reference on specific service types, see “iWD
.
Save/Save &
Close/Cancel/
Delete
View Tasks
Standard iWD Manager functions as described in “Object
Opens the Global Task List view in iWD Manager. This action is available only for capture points.
Deployment
Changes to the configuration in iWD Manager are not automatically activated.
The Deploy functionality performs this task by distributing a solution's
configuration across the defined runtime nodes. (see Figure 57 on page 174 )
Deployment Guide 173
Chapter 5: Configuration Solutions and Services
Figure 57: Deploy
Note:
If you see an on-screen notification, such as
There are changes to be pushed to Rules System
, you must push the changes to the Genesys
Rules System before you deploy the rest of the iWD solution.
Table 19 describes the properties and actions that are available in the Deploy
function.
Table 19: Deploy Properties and Actions
Property/Action Description
Undeployed
Changes/
Undeployed
Changes Details
Detailed information about activities performed in iWD
Manager since the last deployment. For more details, see
.
Comments Deployment comments. They will be displayed as version
comments in the Change History (see page 176
).
174 intelligent Workload Distribution 8.1
Chapter 5: Configuration Solutions and Services
Table 19: Deploy Properties and Actions (Continued)
Property/Action Description
Deploy Deploys the configuration. Depending on the configuration’s complexity and runtime environment characteristics, this action can take several seconds.
Note: Deployment deploys the entire solution whether it is done from the Services section or from the Departments and Processes section. When deploying changes in the
Departments and Processes section, all changes made to
Services will also be deployed.
All configured runtime nodes must be available to deploy.
Deployment generates and copies a set of configuration
XML files to runtime nodes. The configuration files are stored in the
WEB-INF/config
directory under the runtime node, but the Deploy function handles the files and manual intervention or manipulation of the files is not needed. All files are always regenerated and overwritten each time the configuration is deployed.
Undeploy
Schedule
Deployment
Stops all of the services of a solution, and undeploys the configuration from all available runtime nodes. If any runtime node that is defined in the solution is not available, iWD Manager will display a warning message.
All configured services are deactivated. Deployed configuration files are removed and the runtime node reloads the empty configuration.
Allows deployment to be performed on a specific date/hour. This allows you to deploy changes during a quiet period, when there is nothing happening in the system.
Note: If you have more than one iWD Manager instance connected to a single iWD Configuration database, there iwd.host parameter in the iwd.properties
file must be unique for every host on which iWD Manager is running.
The iwd.properties file can be found in the web application server’s webapps
folder for iWD Manager. For example, for Tomcat this might be
<TomcatDirectory>\webapps\iwd_manager\WEB-INF\ classes
Configure Interaction Custom Properties
Configure Interaction Custom Properties supports iWD by adding the necessary columns to tables in the Interaction Server and Interaction Server
Deployment Guide 175
Chapter 5: Configuration Solutions and Services
Event Log databases. It also creates new iWD-related Interaction Custom
Properties, which are a type of Business Attribute, to Genesys Configuration
Server. Finally, it creates some options for the Interaction Server Event Log
Database Access Point that are necessary to support iWD.
If any of these updates were not previously done, clicking on the
Configure
Ixn Custom Properties
node will display an on-screen message to the user, informing them of the missing attributes or outdated database versions. At this point the user must click on the
Configure Ixn Custom Properties button, which will execute the configuration. A message will be displayed in the
Messages pane when the configuration has completed. Interaction Server must be restarted if any configuration changes were made.
Change History
Change History maintains the history of deployed configuration versions.
Whenever a solution configuration is deployed, a new configuration version record is created that contains all of the changes that have been made in the configuration since the previous version (deployment).
shows an example.
Figure 58: Change History
176 intelligent Workload Distribution 8.1
Chapter 5: Configuration Solutions and Services
Table 20 describes the attributes and actions that are available in Change
History view.
Table 20: Change History Attributes and Actions
Attribute/Action Description
Deployed On When the configuration was deployed.
Deployed By
Comments
Who deployed the configuration.
Deployment comments.
Log Viewer
Log Viewer (see Figure 59 ) allows you to view iWD service log files remotely.
Various viewing methods can be used, including near-real-time viewing with
Auto Refresh functionality, as well as viewing of historical log files for the particular service.
Figure 59: Log Viewer
Deployment Guide 177
Chapter 5: Configuration iWD Services
iWD Services
iWD services implement actual iWD functionality, such as loading data into the Data Mart. iWD Services are classified as Core Services or Reporting
Services.
Note:
Services are configured per solution, and each solution must be configured under a tenant in iWD Manager. Therefore, before configuring services, you must configure a tenant and solution. Refer
to Chapter 4, “Installation,” on page 53 for more information.
Core iWD Services
Core iWD services are mandatory in any iWD solution and enable the core iWD functionality:
•
Logging Service—Provides internal logging capabilities within an iWD solution
•
Configuration Server Connector Service—Maintains a physical connection to the Genesys Configuration Server
•
Interaction Server Connector Service—Maintains a physical connection to the Genesys Interaction Server
•
Business Context Management Service—An ESP service called before and after the Genesys Rules Engine is invoked from a routing strategy, to ensure integrity of interaction user data.
•
Generic Capture Point Service—Provides an iWD service that is used in conjunction with an Integrated Capture Point. An Integrated Capture Point is a service provided by Genesys Interaction Server that provides an easy way to submit interactions to Interaction Server (also known as, creating a task in iWD). Integrated Capture Points can also be used to manage submitted tasks, such as holding/resuming, canceling, completing, modifying, or restarting.
The Generic Capture Point service that is deployed within an iWD solution is used to provide an iWD Capture Point ID for the Integrated Capture Point to support task viewing and management through the Global Task List, and task reporting in iWD Data Mart.
178 intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Services
For information about Integrated Capture Points see “Integrated Capture
Note:
Genesys recommends that you use the Integrated Capture Points that are integrated into Interaction Server, instead of the capture point services style that is used with previous versions of iWD. However, the legacy capture point services are still available for use with iWD
8.1. For more information about legacy capture points, see
.
Reporting Services
The Statistics Adapter Service allows performance of custom aggregations on data and sends the resulting statistics to Genesys Stat Server. Statistics then can be viewed in CCPulse+ or any other Stat Server client.
Historical reporting is enabled by a number of ETL jobs that transform and load iWD runtime data into a separate reporting database that is called the iWD
Data Mart (see
for a list of preconfigured ETL jobs). Essentially, the iWD Data Mart is a set of star schemas that contain historical iWD data that is optimized for reporting. The ETL jobs are set up as scheduled services in iWD.
Refer to the iWD 8.1 Data Mart Reference Guide for more information.
Table 21: Preconfigured ETL Jobs
Job Function
Initialize iWD Data
Load Configuration
Attribute
Job Name
Function
Schedule
Job Name
Function
Schedule
Description
Initialize
Initializes the necessary data structures, and populates static dimensions, such as the
AGE dimension.
Runs once.
Load Configuration
Loads updates from iWD configuration tables into dimension tables.
Configurable through service properties; typically runs on a 15-minute cycle.
Deployment Guide 179
Chapter 5: Configuration iWD Services
Table 21: Preconfigured ETL Jobs (Continued)
Job Function
Load Intraday
Attribute
Job Name
Function
Aggregate Intraday
Aggregate Statistics
Load Historical
Aggregate Historical
Schedule
Job Name
Function
Schedule
Job Name
Function
Schedule
Job Name
Function
Schedule
Job Name
Function
Schedule
Description
Load Intraday
Loads updates from the Interaction Server database tables into core fact tables.
Configurable through services properties; recommended that it be scheduled to run after the
Load Configuration Job ends through the Job
Dependency option.
Aggregate Intraday
Aggregates data that previously was loaded into fact tables by the Load Intraday Job into aggregation tables.
Recommended that it be scheduled immediately after the Load Intraday Job has completed—typically, running every 15 minutes.
The frequency of this aggregate job does not have any bearing on the 15-minute aggregate that is being populated.
Aggregate Statistics
Generate statistics by executing statistics plug-ins.
Recommended that it be scheduled immediately after the Aggregate Intraday Job has completed, because most of the statistics plug-ins are using aggregated facts.
Load Historical
Moves data from intraday fact tables into historical fact tables.
Runs daily through the schedule that is defined in the service properties.
Aggregate Historical
Aggregates data from historical fact tables into
15-minute, hourly, daily, and monthly aggregation tables.
Runs once a day, after the Load Historical Job.
180 intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Services
Table 21: Preconfigured ETL Jobs (Continued)
Job Function
Maintain iWD
Attribute
Job Name
Function
Schedule
Prune events and interactions Job Name
Function
Schedule
Description
Maintain
Cleanses historical tables—that is, removes expired facts from these tables, based on rules that are defined on the ETL Service property in iWD
Manager.
Runs once a day, after the Aggregate Historical Job.
Prune
Removes event logs and interactions from the databases that are loaded in the Data Mart when tasks/interactions have reached their final state.
Runs once a day, after the Maintain Job.
Workforce Management
iWD 8.1 supports Genesys Workforce Management objects. A Workforce
Management Connector service that uses the template
Workforce Management
Connector enables you to see some objects that exist in the WFM database, within business rules.
For more information about WFM objects and services, see “Workforce
Management Connector Service” on page 200
.
Recommended Order of Configuration for iWD Services
Table 22 lists the iWD services in their recommended order of configuration
and indicates any dependencies on other services.
Note:
The following table includes all iWD services. The Installation chapter does not provide information on how to configure each service, only some of the services. The general procedure is the same for each service.
Table 22: iWD Services
Name
Logging Service
Configuration Server
Connector
Mandatory Category
Yes
Yes
Core
Core
Dependencies
None
None
Notes
.
.
Deployment Guide 181
Chapter 5: Configuration iWD Services
Table 22: iWD Services (Continued)
Name
Interaction Server
Connector
Mandatory Category
Yes Core
Business Context
Management Service
Yes
Generic Capture
Point Service
Database Service
Statistics Adapter
Yes
No
No
Kettle ETL Service No
Scheduled ETL Job No
WFM Connector No
Core
Core
Reporting
Reporting
Reporting
Reporting
Workforce
Management
Dependencies Notes
Genesys
Configuration Server
Connector
.
Genesys
Configuration Server
Connector
.
Interaction Server
Connector
None
None
.
.
Database
.
Kettle ETL Service A separate scheduled
ETL job that must be created for each job type.
.
Genesys
Configuration Server
Connector
.
Service Log Levels
For each service, a log level can be specified in the logLevel
property. The level should be set to
Default
unless otherwise directed by Genesys Technical
Support.
The possible log levels are:
•
Default
—uses the log level that was configured for the Logging Service (see
“Logging Service” on page 183 ).
•
Debug
—the most detailed informational events that are most useful in debugging an application.
•
Info
—informational messages that highlight the progress of the application.
•
Warning
—potentially harmful situations.
•
Error
—error events that might not affect the application’s ability to run.
•
Trace
—turns on all logging.
•
Off
—turns off all logging.
182 intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Services
Logging Service
The Logging Service is a mandatory iWD service that provides internal logging capabilities within an iWD solution.
Note:
The Logging Service must be configured even if you only want to create logs through the Genesys Message Server.
In addition to the options and actions described in “Service Details” on page 171
, the properties listed in Table 23 are configurable for the Logging
Service.
Table 23: Logging Service Properties
Property
startAutomatically logLevel logAgeInDays logMaxFileSizeMegaBytes logFilesToKeep logDirectory
Description
Indicates whether the service should be started automatically after the configuration deployment.
The Service log level. This should be set to
Info
unless otherwise
instructed by Genesys Technical Support. See “Service Log Levels” on page 182
for a description of each log level.
Sets the number of days that log files should be kept in the system. A value of
0
disables this limit. This property is not available if logLevel
is set to
Off
.
Sets a limit on the size of a single log file, in megabytes. A value of
0 disables this limit. This property is not available if logLevel
is set to
Off
.
Sets a limit on the number of log files that are kept for this service, excluding the current log file. A value of
0
disables this limit. This property is not available if logLevel
is set to
Off
.
The directory in which the log files will be stored, for all services. If it starts with
/
(on Unix-based operating systems) or a drive letter (on
Windows), an absolute path will be used; otherwise, the path is relative from the web applications folder on the application server.
Note: It is strongly recommended that you only set the file path to a directory on a local machine, not a remote location such as a shared network drive. Logging to a remote location can severely impact performance.
Deployment Guide 183
Chapter 5: Configuration iWD Services
Configuration Server Connector Service
The Configuration Server Connector service maintains a physical connection to the Genesys Configuration Server. The Configuration Server Connector
service needs to be created manually in iWD Manager.
In addition to the options and actions described in “Service Details” on page 171
, the properties listed in Table 24 are configurable for the
Configuration Server Connector service.
Table 24: Configuration Server Connector Service Properties
Property
startAutomatically logLevel reconnectionAttempts reconnectionPeriod protocolTimeout eventBufferSize addpTimeout addpRemoteTimeout
Description
Indicates whether the service should be started automatically after the configuration deployment.
The Service log level. This should be set to
Default
unless otherwise
instructed by Genesys Technical Support. See “Service Log Levels” on page 182
for a description of each log level. Depending on the setting of this property, additional logging properties might be
available. Refer to “Logging Service” on page 183 for descriptions of
these common properties.
Exception handling:
The maximum number of attempts to connect to Configuration
Server, before connecting to the backup server.
Exception handling:
The time, in seconds, between individual reconnection attempts.
Exception handling:
The timeout of the Genesys Configuration Server protocol; specifies the number of milliseconds that the connector will wait for
Configuration Server to respond to the request.
Performance tuning:
The number of Configuration Server events that can be queued up in memory, until they are processed by the service.
Used to configure local and remote timeouts (respectively) for
Advanced Disconnect Detection Protocol (ADDP). In Configuration
Manager or Genesys Administrator, you should enable ADDP on the connection to Interaction Server on the
Connections
tab of your iWD
Runtime Node application.
Used to configure local and remote timeouts (respectively) for ADDP.
In Configuration Manager or Genesys Administrator, you should enable ADDP on the connection to Interaction Server on the
Connections
tab of your iWD Runtime Node application.
184 intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Services
Interaction Server Connector Service
The Interaction Server Connector service maintains a physical connection to the Genesys Interaction Server. This service uses the Genesys Configuration
Server Connector service to retrieve additional configuration data, such as the name of the host and the port of the target Interaction Server.
In addition to the options and actions described in “Service Details” on page 171
, the properties listed in Table 25 are configurable for the Interaction
Server Connector service.
Table 25: Interaction Server Connector Service Properties
Property
startAutomatically logLevel protocolTimeout eventBufferSize threads
Description
Indicates whether the service should be started automatically after the configuration deployment.
The Service log level. This should be set to
Default
unless otherwise instructed by Genesys Technical Support. See
“Service Log Levels” on page 182 for a description of each
log level. Depending on the setting of this property, additional
logging properties might be available. Refer to “Logging
Service” on page 183 for descriptions of these common
properties.
Exception handling:
The timeout of the Interaction Server protocol; specifies the number of milliseconds that the connector will wait for
Interaction Server to respond to the request.
Performance tuning: The number of Interaction Server events that can be queued up in memory, until they are processed by the service.
Performance tuning: The size of the thread pool.
Deployment Guide 185
Chapter 5: Configuration iWD Services
Table 25: Interaction Server Connector Service Properties (Continued)
Property
attributeFilerInclude attributeFilterExclude configurationServerConnector
Description
This value of this property is used to determine which interaction attached data keys will be used to trigger taskUpdated
notifications to a source system, and which interaction attached data keys will be shown on the iWD
Manager's
Attributes
tab when the task is selected in the
Global Task List. A subset of what is defined by this filter may be negated by the filter specified in the attributeFilterExclude
property.
The wildcards that are allowed are the following:
* (asterisk) any number of any characters
? (question mark) any character.
For example:
*Agent*
: Any pair whose name contains “Agent”
?code
: Any pair whose name starts with any character and ends with “code”
This value of this property is used to determine which interaction attached data keys will be filtered out of the list that will trigger taskUpdated
notifications to a source system, and which will be shown on the iWD Manager’s
Attributes tab, when the task is selected in the Global Task List. Any attached data key matching those listed in the attributeFilterExclude
property will be filtered out. By default this filter includes the URS-specific attached data keys.
The wildcards that are allowed are the following:
* (asterisk) any number of any characters
? (question mark) any character
For example:
*Agent*
: Any pair whose name contains “Agent”
?code
: Any pair whose name starts with any character and ends with “code”
Note: It is important to configure this property correctly if you are using any custom task attributes so that they will be displayed on the Attributes tab of the Global Task List as expected.
Mandatory dependency: The Configuration Server Connector service (see
page 187 ); provides access to the Configuration
Server.
186 intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Services
Table 25: Interaction Server Connector Service Properties (Continued)
Property
addpTimeout addpRemoteTimeout
Description
Used to configure local and remote timeouts (respectively) for Advanced Disconnect Detection Protocol (ADDP). In
Configuration Manager or Genesys Administrator, you should enable ADDP on the connection to Interaction Server on the
Connections
tab of your iWD Runtime Node application.
Used to configure local and remote timeouts (respectively) for ADDP. In Configuration Manager or Genesys
Administrator, you should enable ADDP on the connection to
Interaction Server on the
Connections
tab of your iWD
Runtime Node application.
Business Context Management Service
The Business Context Management service is a mandatory service that is called from a routing strategy before and after the Genesys Rules Engine is invoked. The Business Context Management service is invoked to prepare the interaction user data prior to the Genesys Rules Engine being called, or after the Genesys Rules Engine has been called, depending on the ESP method that has been requested.
The Business Context Management
Application
is created by the iWD Setup
Utility. The Business Context Management service needs to be created manually in iWD Manager.
Note:
for information about configuring multiple
Business Context Management Services.
In addition to the options and actions described in “Service Details” on page 171
, the properties listed in Table 26 are configurable for this service.
Table 26: Business Context Management Service Properties
Property
startAutomatically logLevel
Description
Whether the service should be started automatically after the configuration deployment.
The Service log level. This should be set to
Default
unless
otherwise instructed by Genesys Technical Support. See “Service
for a description of each log level.
Depending on the setting of this property, additional logging
Deployment Guide 187
Chapter 5: Configuration iWD Services
Table 26: Business Context Management Service Properties (Continued)
Property
CMEApplicationName configurationServerConnector workerThreads maxPriority
Description
The name of the corresponding application in the Configuration database. This application was created by using the iWD Setup
Utility. Refer to
Procedure: Using the iWD Setup Utility, on page 105 .
Mandatory dependency: The Configuration Server Connector
); provides access to the Configuration Server.
Performance tuning:
The size of the thread pool.
The maximum priority that can be assigned to a task. The priority will be automatically limited to this value if it exceeds it.
Generic Capture Point Service
The Generic Capture Point service provides a way to instantiate an iWD
Capture Point ID for an Interaction Server Integrated Capture Point.
In addition to the options and actions that are described in “Service Details” on page 171
, the properties listed in Table 27 are configurable for the Generic
Capture Point Service.
Table 27: Generic Capture Point Service Properties
Property
startAutomatically logLevel
interactionServerConnector
Description
Indicates whether or not the service is started automatically after the configuration deployment.
The Service log level. Set this property to
Default unless otherwise instructed by Genesys Technical Support. For a
logging properties might be available. For descriptions of these
common properties, see to “Logging Service” on page 183
.
Mandatory dependency. The Interaction Server Connector service
(see page 185 ) that must be used for connectivity to the Interaction
Server.
Database Service
The Database Service provides a connection to a database server. A typical iWD solution has one defined database connection for historical reporting data
(iWD Data Mart).
188 intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Services
The configured database and user must exist in the database server. The user must have read/write permissions to the database.
In addition to the options and actions described in “Service Details” on page 171
, the properties listed in Table 28 are configurable for the Database
Service.
Table 28: Database Service Properties
Property
startAutomatically logLevel
DatabaseType
ServerName
MysqlServerPort
SqlServerCustomURL
SqlServerJDBCURL
SqlServerPort
DatabaseName
OracleCustomURL
OracleJDBCURL
OracleServerPort
Description
Indicates whether the service should be started automatically after the configuration deployment.
The Service log level. This should be set to
Default
unless
otherwise instructed by Genesys Technical Support. See “Service
for a description of each log level.
Depending on the setting of this property, additional logging
properties might be available. Refer to “Logging Service” on page 183
for descriptions of these common properties.
The type of the database server. Refer to the Genesys Supported
Operating Environment Reference Manual for supported databases.
The host name of the database server.
The TCP port of the MySQL database server. This is available only when the
DatabaseType
is
MySQL
.
If selected, the connection is configured by specifying a custom MS
SQ JDBC URL. This option is available only when the
DatabaseType
is
MS SQL Server
.
The JDBC connection URL for MS SQL. This option is available when
SqlServerCustomURL
is selected.
The TCP port of the MS SQL database server. This option is available only when the
DatabaseType
is
MS SQL Server
.
The name of the database. This is available only when the
DatabaseType
is
MS SQL Server
or
MySQL
.
If this is checked, the connection is configured by specifying a custom Oracle JDBC URL. This option is available only when the
DatabaseType
is
Oracle
.
The JDBC connection URL for Oracle. This option is available when
OracleCustomURL
is selected.
The TCP port of the Oracle database server. This option is available only when the
DatabaseType
is
Oracle
.
Deployment Guide 189
Chapter 5: Configuration iWD Services
Table 28: Database Service Properties (Continued)
Property
OracleSID
Username
Password
AutoSynchronize
Description
Oracle System ID of the database. The Oracle System ID (SID) is used to uniquely identify a particular database on a system.
The database user name.
The password for the database.
If selected, iWD will try to initialize/upgrade database structure automatically.
Statistics Adapter
The Statistics Adapter Service processes the statistical data created by the
Aggregate Stats ETL job and writes stat-types and filters in the configuration for Genesys Stat Server. CCPulse+ requests iWD statistics from Stat Server, and reads the stat-types and filters from the Stat Server configuration.
The Statistics Adapter service will create the following statistics in the Stat
Server configuration by default:
•
The number of Active tasks for each Department and Process
•
The number Held tasks for each Department and Process
•
The number of New tasks, as of the trailing 15, 30, and 60 minute intervals, for each Department and for the Solution
•
The number of Completed tasks, as of the trailing 15, 30, and 60 minute intervals, for each Department and for the Solution
•
The number of Pending tasks, as of the trailing 15-minute interval, for each
Department and Process
•
The number of Overdue tasks, as of the trailing 15-minute interval, for each Department and Process
190 intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Services
In addition to the options and actions described in “Service Details” on page 171
, the properties listed in Table 29 are configurable for the Statistics
Adapter Service.
Table 29: Statistics Adapter Service Properties
Property
startAutomatically logLevel triggerMode
Description
Indicates whether the service should be started automatically after the configuration deployment.
The Service log level. This should be set to
Default
unless
otherwise instructed by Genesys Technical Support. See “Service
Log Levels” on page 182 for a description of each log level.
Depending on the setting of this property, additional logging
properties might be available. Refer to “Logging Service” on page 183
for descriptions of these common properties.
How the ETL job will be triggered (started):
•
Trigger using CRON expression
: Starts a job automatically, based on a CRON scheduling expression.
•
Trigger after another scheduled service
: Starts a job automatically after another scheduled job has finished.
•
Trigger manually
: Job can be started manually via the iWD
Manager Services Status screen (see Figure 55 on page 170 ).
triggerMode and startAutomatically
The startAutomatically
property controls whether the service will be started at all. If it is unchecked, the service will not start on any of these trigger events.
You can still start the service manually from the Service Status screen. In that case, the particular service will be in a wait state. It will wait for the trigger event to happen in order to start.
Notes: If the triggerMode
is set to
Trigger manually
and startAutomatically
is unchecked, after deployment when you start the service it will be started, but it will wait for a manual trigger, so you will need to start it again so it can perform its tasks.
If startAutomatically
is checked and the triggerMode
is set to
Trigger using CRON expression
, the service will start according to the CRON expression.
Deployment Guide 191
Chapter 5: Configuration iWD Services
Table 29: Statistics Adapter Service Properties (Continued)
Property
cronExpression executionQueueName dimensionMapping datamartDatabase virtualQueueName configurationServerConnector
CMETenantName statServerName
Description
Standard CRON scheduling expression when triggerMode
is set to
Trigger using CRON expression
. For example, the following expression will cause the job to be executed every 15 minutes:
0 0,15,30,45 * * * ?
For more information about CRON scheduling, see http://www.quartz-scheduler.org/documentation/quartz-2.1.x/ tutorials/crontrigger
.
The execution queue is configured only for jobs that are triggered with a cron expression or triggered manually.
For chained jobs (
Trigger after another scheduled service
), the execution queue automatically assumes the value of the parent job.
For example, if you have Load Intraday chained to Load Config and
Aggregate Intraday chained to Load Intraday, Load Config will never start while Aggregate Intraday is still running.
Scheduled services that have the same executionQueueName
will never be run in parallel within the same solution.
If a scheduled service is triggered while another scheduled service that has the same executionQueueName
is in progress, it will be queued until the other service has completed its processing.
Note: This only works within the boundaries of a single runtime node. If you have services on different nodes, this will have no effect across the nodes.
Defines how statistical dimensions are mapped.
Filter
: Dimensions are mapped to CCPulse+ filters.
Virtual
Queue: Dimensions are mapped to Genesys virtual queues.
A reference to the Database service (see
iWD Data Mart database.
Name of the Genesys virtual queue to which statistics are distributed.
A reference to the Configuration Server Connector (see
provides connectivity to Configuration Server.
The name of the (Genesys Configuration Server) tenant in which the
Stat Server application is defined.
The name of the Stat Server application.
192 intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Services
Table 29: Statistics Adapter Service Properties (Continued)
Property
serviceIndex extensionSectionName extensionFileName
Description
Statistical service index for configuration options. This should be unique inside the set of indexes, assigned to statistical services served by the one instance of Genesys Stat Server.
Required to support a Genesys reporting environment with multiple instances of Stat Server Java Extensions. This property maps to the section name for the specific Stat Server Java Extension in Stat
Server configuration.
Required to support a Genesys reporting environment with multiple instances of Stat Server Java Extensions. This is the name of the Stat
Server Java extension jar file (
BPR_iWD_Extension.jar
). This file was saved to the Stat Server installation directory during installation of the iWD Stat Extensions. You can find the location of this file in
Stat Server configuration options as the value of the java-libraries-dir option in the java-config
section.
Data Mart ETL Services
The Data Mart ETL services enable batch loading and aggregation of data into the iWD Data Mart. The Kettle ETL service defines general ETL configuration, such as the database in which the aggregated data will be stored.
The Scheduled ETL Job service defines execution characteristics (such as scheduling) for each specific ETL job.
Kettle ETL Service
The Kettle ETL service represents an embedded Kettle ETL Engine that runs
ETL scripts for loading and aggregating task and configuration data into the iWD Data Mart.
Deployment Guide 193
Chapter 5: Configuration iWD Services
In addition to the options and actions described in “Service Details” on page 171
, the properties listed in Table 30 are configurable for the Kettle ETL
service.
Table 30: Kettle ETL Service Properties
Property
startAutomatically logLevel repositoryDirectory customTaskAttributeMapping
Description
Indicates whether the service should be started automatically after the configuration deployment.
The Service log level. This should be set to
Default
unless
otherwise instructed by Genesys Technical Support. See “Service
Log Levels” on page 182 for a description of each log level.
Depending on the setting of this property, additional logging
properties might be available. Refer to “Logging Service” on page 183
for descriptions of these common properties.
The directory on the server in which iWD Data Mart ETL scripts are stored. For example, the default path used when iWD Data
Mart is installed is
C:\Program Files\GCTI\iWD Data Mart\etl.
Up to 10 comma-separated names of a task's custom attributes that will be loaded into
task_fact
custom attribute fields
(
CUSTOM_ATTRIBUTE1-10
). Names must start with a letters, and only underscores and alphanumeric characters are supported.
In order for Kettle to pick them up, it is necessary to create fields in the Event Log Database. In the rpt_interaction
and rpt_esp tables, add the fields in the following format:
Name: <attribute_name>, type: varchar(length)
.
These fields should be added to the mappings in the Event Log
DAP options in the esp-custom-data and
itx-custom-data sections.
For example, in order to store a custom attribute with the name order_total
in the iWD Data Mart, as a task custom attribute:
1. Create a new column in the rpt_interaction table: order_total
, type: varchar(50)
2. Create a new column in the rpt_esp table: order_total
, type: varchar(50)
3. Create a new option in the esp-custom-data
section of the
Event Log DAP options: order_total=order_total
4. Create a new entry option in the itx-custom-data section of the Event Log DAP options: order_total=order_total
5. Add order_total
to Kettle ETL service’s customTaskAttributeMapping
attribute list
194 intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Services
Table 30: Kettle ETL Service Properties (Continued)
Property
customTaskDimensionMapping
Description
Up to 5 comma-separated names of a task's custom attributes that will be loaded into the
CUSTOM_DIM dimension and associated to the task via the
CUSTOM_DIM_KEY
field. Names must start with a letters, and only underscores and alphanumeric characters are supported.
In order for Kettle to pick them up, it is necessary to create fields in the Event Log Database. In the rpt_interaction and rpt_esp tables, add the fields in the following format:
Name: <attribute_name>, type: varchar(length)
.
These fields should be added to the mappings in the Event Log
DAP options in the esp-custom-data and
itx-custom-data sections.
For example, in order to store a custom attribute with the name order_total
in the iWD Data Mart, as a task custom attribute:
1. Create a new column in the rpt_interaction table: order_total
, type: varchar(50)
2. Create a new column in the rpt_esp table: order_total
, type: varchar(50)
3. Create a new option in the esp-custom-data
section of the
Event Log DAP options: order_total=order_total
4. Create a new entry option in the itx-custom-data section of the Event Log DAP options: order_total=order_tota l
5. Add order_total
to Kettle ETL service’s customTaskDimensionMapping
attribute list customTenantAttributeMapping Up to 5 comma-separated names of a tenant's custom attributes that will be loaded into the
CUSTOM_DIM
dimension and associated to the tenant via the
CUSTOM_DIM_KEY
field.
customDepartmentAttributeMapping Up to 5 comma-separated names of a department’s custom attributes that will be loaded into the CUSTOM_DIM dimension and associated to the contract via the
CUSTOM_DIM_KEY
field.
customProcessAttributeMapping detailsExpirationDays
Up to 5 comma-separated names of a process's custom attributes that will be loaded into the
CUSTOM_DIM
dimension and associated to the process via the
CUSTOM_DIM_KEY
field.
The number of days after which the detailed task (t ask_fact, task_event_fact,
and task_work_fact
) data will be removed from the database.
aggregation15minExpirationDays The number of days after which the data will be removed from
15 minute aggregation tables.
Deployment Guide 195
Chapter 5: Configuration iWD Services
Table 30: Kettle ETL Service Properties (Continued)
Property
datamartDatabase statisticsAdapter timeZone
Description
Mandatory dependency: Database (see page 188
) in which to load and aggregate reportable data (Data Mart).
Optional dependency: Statistics Adapter service (see page 190
) to use for the delivery of statistics for current-intraday reporting.
The time zone that will be used to store all date/time information in the fact tables.
Scheduled ETL Job
In addition to the options and actions described in “Service Details” on page 171
, the properties listed in Table 31 are configurable for the Scheduled
ETL Job service.
Table 31: Scheduled ETL Job Service Properties
Properties
startAutomatically logLevel
Description
Indicates whether the service should be started automatically after the configuration deployment.
The Service log level. This should be set to
Default
unless otherwise
instructed by Genesys Technical Support. See “Service Log Levels” on page 182
for a description of each log level. Depending on the setting of this property, additional logging properties might be
available. Refer to “Logging Service” on page 183 for descriptions of
these common properties.
196 intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Services
Table 31: Scheduled ETL Job Service Properties (Continued)
Properties
triggerMode cronExpression
Description
How the ETL job will be triggered (started):
•
Trigger using CRON expression
: Starts a job automatically, based on a CRON scheduling expression.
•
Trigger after other scheduled service
: Starts a job automatically after another scheduled job has finished.
•
Trigger manually
: Job can be started manually via the iWD
Manager Services Status screen (see Figure 55 on page 170
).
triggerMode and startAutomatically
The startAutomatically
property controls whether the service will be started at all. If it is unchecked, the service will not start on any of these trigger events.
You can still start the service manually from the Service Status screen.
In that case, the particular service will be in a wait state. It will wait for the trigger event to happen in order to start.
Notes: If the triggerMode
is set to
Trigger manually
and startAutomatically
is unchecked, after deployment when you start the service it will be started, but it will wait for a manual trigger, so you will need to start it again so it can perform its tasks.
If startAutomatically
is checked and the triggerMode
is set to
Trigger using CRON expression
, the service will start according to the CRON expression.
Standard CRON scheduling expression when triggerMode is set to
Trigger using CRON expression
. For example, the following expression will cause the job to be executed every 15 minutes:
0 0,15,30,45 * * * ?
For more information about CRON scheduling, see http://www.quartz-scheduler.org/documentation/quartz-2.1.x/t utorials/crontrigger
.
Deployment Guide 197
Chapter 5: Configuration iWD Services
Table 31: Scheduled ETL Job Service Properties (Continued)
Properties
executionQueueName etlService jobName
Description
The execution queue is configured only for jobs that are triggered with a cron expression or triggered manually.
For chained jobs (
Trigger after another scheduled service
), the execution queue automatically assumes the value of the parent job.
For example, if you have Load Intraday chained to Load Config and
Aggregate Intraday chained to Load Intraday, Load Config will never start while Aggregate Intraday is still running.
Scheduled services that have the same executionQueueName
will never be run in parallel within the same solution.
If a scheduled service is triggered while another scheduled service that has the same executionQueueName
is in progress, it will be queued until the other service has completed its processing.
Note: This only works within the boundaries of a single runtime node. If you have services on different nodes, this will have no effect across the nodes.
Mandatory dependency: The Kettle ETL Service (see page 193
)
The name (type) of the ETL job. See Table 21, “Preconfigured ETL
for descriptions of the various types of iWD Data
Mart ETL jobs. Additional information can be found in the iWD 8.1
Data Mart Reference Guide.
Configuration of iWD Current-Day Statistics in CCPulse+
This section explains how to configure iWD current-day statistics in
CCPulse+. This section contains the following procedures:
•
Procedure: Configuring CCPulse+ for iWD
•
Procedure: Creating a CCPulse+ template, on page 199
Procedure:
Configuring CCPulse+ for iWD
Purpose: In Genesys, iWD current-day statistic measure types are presented as statistic objects, and iWD statistic dimensions are defined as filters. Therefore, it is necessary to combine statistic objects with filters in order to get a measure type for a dimension.
198 intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Services
Prerequisites
•
The iWD Data Mart database has been created, and the corresponding
Database service has been configured and is running.
•
The Aggregate Statistics ETL job is configured and running.
•
Stat Server must be running, with the iWD Stat Extensions installed.
•
The Statistics Adapter service must be configured and running.
Start of procedure
1. Start CCPulse+, and connect to the Genesys Stat Server (
File > New
).
2. In the
Object Types
dialog box, select the
Virtual Queue
object type for the corresponding Genesys tenant and switch, and click
Next
.
3. In the
Object Instances dialog box, select the virtual queue that is used by the iWD to submit statistics, and click
Finish
.
Note:
End of procedure
Next Steps
•
To be able to view iWD current-day statistics in Genesys CCPulse+, it is necessary to create a CCPulse+ template. The following procedure explains how to create a CCPulse+ template.
Procedure:
Creating a CCPulse+ template
Purpose: To create a CCPulse+ template to use to view iWD current-day statistics.
Start of procedure
1. Open the CCPulse+ template wizard by selecting
Template Wizard... from the
Tools
menu..
2. In the
Template Definition
dialog box, select the
Virtual Queue
object type in the
Available Object Types
list, then select the
Create New
Template
option, and click
Next
.
3. In the
Pre-defined Statistics
dialog box, enter the template name, then click the
New Group
button, and enter a name for the newly created statistic group.
Deployment Guide 199
Chapter 5: Configuration iWD Services
4. Expand the
TotalCustomValue stat type in
Available Statistics
tree view, and select the iWD statistic that you want to add to the template (all iWD statistic names have a “GTL” prefix).
5. Click the
>>
button to add the selected statistic to the newly created statistic group.
6. In the
Requested Statistics
tree view, select the newly added statistic, and then click the
Properties
button.
7. In the
Statistic Properties
dialog box enter
Alias
(which is how the statistic is displayed in CCPulse+). Set
Insensitivity Value
to
1
; set
Interval Type
to
Selection and GTLAggregated
; set
Notification Mode
to
Changes Based
; and set
Filter
to the filter type that represents the required iWD dimension; and then click
OK
..
8. Add more statistics and statistic groups, if necessary, and then click the
Next
button.
9. In the
Graph
dialog box, adjust graph parameters, if necessary, and then click
Finish
.
10. In the CCPulse+ main window, select the virtual queue instance that is used by the iWD to submit statistics. Create a real-time view for this virtual queue:
In the
Real-Time Data Template
dialog box, select the previously created template from the list, and click
OK
.
End of procedure
Workforce Management Connector Service
The Workforce Management Connector Service allows you to use objects that exist in the Genesys WFM database, such as:
•
Business Units and Sites that belong to Business Units
•
Multi-Site Activities configured under Business Units
•
Activities configured under Sites.
In order to use this service, an
Application
must be configured in
Configuration Server.
Procedure:
Configuring iWD to work with WFM
Purpose: To configure the Workforce Management Connector Service in iWD
Manager, and add a connection to the WFM Server.
200 intelligent Workload Distribution 8.1
Chapter 5: Configuration iWD Services
Prerequisites
•
Workforce Management is installed and configured, as described in the
Workforce Management 8.1 Administrator’s Guide.
•
The attributeFilterExclude
property of the Interaction Server Connector service should contain the
WFM Activity
parameter (see Table 25 on page 185 for a list of the Interaction Server Connector service’s
properties).
Start of procedure
1. Login to Configuration Manager or Genesys Administrator.
2. Locate the iWD Manager
Application
object and open its properties.
3. On the
Connections
tab, add a connection to the WFM Server application and save the change.
4. Login to iWD Manager.
5. Configure the corresponding Service in iWD Manager. Refer to “Service
for the common service options. Table 32 lists the
additional configurable properties for the Workforce Management
Connector Service.
6. Once the service is configured, WFM objects can be used in iWD business rules.
7. In the Genesys Rules Authoring Tool, add the action
Assign WFM Activity
.
This action has two drop-down boxes. The first one contains Business
Units and Sites, and the second one contains Multi-Site Activities and
Activities.
8. If WFM Server is running, a list of Business Units and Sites for which the current user has permissions, is shown.
9. Select any Business Unit or Site.
10. Select a Multi-Site Activity or Activity from the second drop-down box.
11. When a task is generated you can see BU (or Site) in the
WFMContext attribute and Multi-Site Activity (or Activity) in the
WFMActivity
attribute in the task’s properties.
End of procedure
Deployment Guide 201
Chapter 5: Configuration Departments and Processes
Table 32: Workforce Management Connector Service Properties
Property
startAutomatically logLevel
CMEApplicationName configurationServerConnector
Description
Indicates whether the service should be started automatically after the configuration deployment.
The Service log level. This should be set to
Default
unless otherwise instructed by Genesys Technical Support. See
“Service Log Levels” on page 182 for a description of each
log level. Depending on the setting of this property, additional
logging properties might be available. Refer to “Logging
Service” on page 183 for descriptions of these common
properties.
The name of the WFM Server as configured in Configuration
Manager or Genesys Administrator. This is the WFM Server that was added to the
Connections tab of your iWD Manager application.
Mandatory dependency: The Configuration Server Connector service (see
page 187 ); provides access to the Configuration
Server.
Warning!
When any changes are made to the WFM Connector Service
(including creation of the service), the Undeployed Changes message does not appear in the Header bar. The changes do have to be deployed in order to take affect, so be sure to deploy your changes.
Departments and Processes
The Departments and Process configuration section is used to configure iWD business logic.
•
Use Department Details view (see
) to create new departments, and to view and modify general department attributes and contract-level
•
Use Process Details view (see page 204 ) to create new processes, and to
view and modify general process attributes and process-level Metrics (see
•
Use Deployment view (see
) to deploy solution configurations.
•
Use User Access view (see
page 207 ) to control which security roles can
access specific Departments and Processes.
202 intelligent Workload Distribution 8.1
Chapter 5: Configuration Departments and Processes
•
Use Push to Rules System (see page 207
) to push iWD business structure changes to Genesys Configuration Server, to synchronize them for use in the Genesys Rules System.
Note:
Starting with iWD 8.1, Business Calendars and Rules are no longer configured in iWD Manager under Departments & Processes.
Business Calendars and all business rules are created, modified, and deployed through the Genesys Rules Authoring Tool. For more
information about Genesys Rules System see Chapter 6 on page 209
.
Department Details
.
Department Details view displays, and lets you modify, general department
attributes. Refer to “Departments and Processes” on page 202 for more
information about departments. Figure 60 shows the Department Details view
Figure 60: Department Details
Deployment Guide 203
Chapter 5: Configuration Departments and Processes
Table 33 lists the attributes and actions that are available in the Department
Details view.
Table 33: Department Details Attributes and Actions
Attribute/Action
ID
Department Name
Start Date
End Date
Description
Contact Name, Phone and E-Mail
Metrics
Custom Attributes
Save/Save & Close/Cancel/Delete
View Tasks
Description
The ID of the department.
The name of the department. This field is mandatory.
The date on which the department becomes active.
The last day that the department is active. If left empty, the period end date is unconstrained (that is, the department will be active infinitely).
A free-form description of the department.
The contact information for the department, for informational purposes.
A set of user-defined metrics, for reporting purposes (described
A set of user-defined attributes, for informational and reporting purposes. Each attribute must have a name, type (either
Text,
Number, Currency,
or
Date
), value, and optional description.
Standard iWD Manager functions as described in “Object
Opens a corresponding task view in iWD Manager.
Process Details
Process Details view displays, and lets you modify, general process attributes.
Refer to “Departments and Processes” on page 202 for more information about
processes.
shows the Process Details view.
204 intelligent Workload Distribution 8.1
Chapter 5: Configuration Departments and Processes
Figure 61: Process Details
Table 34 lists the attributes and actions that are available in Process Details
view.
Table 34: Process Attributes and Actions
Attribute/Action
ID
Process Name
Start Date
End Date
Description
Contact Name, Phone and E-Mail
Description
The ID of the process.
The name of the process. This field is mandatory.
The date on which the process becomes active.
The last day that the process is active. If left empty, the period end date is unconstrained (that is, the process will be active infinitely).
A free-form description of the process.
The contact information for the process, for informational purposes.
Deployment Guide 205
Chapter 5: Configuration Departments and Processes
Table 34: Process Attributes and Actions (Continued)
Attribute/Action
Metrics
Custom Attributes
Save/Save & Close/Cancel/Delete
View Tasks
Description
A set of user-defined metrics, for reporting purposes (described
A set of user-defined attributes for informational and reporting purposes. Each attribute must have a name, a type (either
Text,
Number, Currency,
or
Date
), a value and an optional description.
Standard iWD Manager functions as described in “Object
Opens a corresponding task view in iWD Manager.
Metrics
A key component of dashboards and reports is the comparison of actual metrics against target goals. Understanding the effectiveness or efficiency of organizations requires measuring performance against important goals that have been set by the organization.
Targets can be associated with a number of objects in iWD Manager, such as processes, departments, or tenants. For example, a work-time goal for a task will differ, based on its process; for example, orders will take longer than
address changes. Figure 62 shows an example.
Figure 62: Metrics
Metrics can be configured at the business-user level for departments and processes using metric types that are defined in available Metrics templates
(see “Metric Templates” on page 164 ). When a metrics value is set, it will be
stored as a named attribute in Data Mart. If the value is changed, the updates are pushed through to Data Mart with a
valid_from and valid_to
date/time stamp. This is important for historical reporting; example, if you update the target on November 1 from 2.5 to 3.5, all tasks up to November 1 will use 2.5, and all new tasks will use 3.5.
If the value is set at a department level, it applies to all processes, unless there is a specific value for that process. For example, Department 1 has four
206 intelligent Workload Distribution 8.1
Chapter 5: Configuration Departments and Processes processes: A, B, C, and D. Cost/Task @ Department 1 = 2.50, which applies to
Processes B, C, and D. Cost/Task @ Process A = 1.50, which applies only to
Process A.
Deployment
Deployment in the Departments and Processes configuration section is identical to Deployment in the Services configuration section. Refer to
for more information.
Solution User Access
Assigning
Security Roles
Departments and processes support instance-level security. The User Access page under Solution allows the assignment of configured User roles to specific departments or processes. Any roles that have been specified on a department level are automatically inherited by all child processes. Process roles are appended to inherited ones.
To assign security roles to specific departments or processes, double-click the space to the right of the department or process name. A pop-up window will appear with a list of all configured security roles. To add a security role to the list, hold down the
Control key and click the left mouse button. You can repeat that action to multi-select. You can remove security roles from the list in the same way.
User access can be copied to another solution, if there are departments or processes that have matching IDs.
Note:
This user access only pertains to access to iWD business context elements, through iWD Manager. It does not relate directly to Genesys
Configuration Access Groups or other Configuration Server object permissions.
Push To Rules System
When a user has made changes to the iWD business structure, a notification appears on the top of the iWD Manager screen. The user can click the hyperlink on that notification to go to the
Push to Rules System screen.
This screen has a single button named
Execute.
The user can click this button to push the iWD business structure (
Solution->Departments->Processes
) to
Genesys Configuration Server, so that it can be available to the Genesys Rules
System. This business structure synchronization is executed for the current iWD solution only.
Deployment Guide 207
Chapter 5: Configuration Departments and Processes
208 intelligent Workload Distribution 8.1
Chapter
6
iWD and the Genesys Rules
System
This chapter provides information about how iWD interoperates with the
Genesys Rules System. It contains the following sections:
Introduction To Genesys Rules System, page 209
Introduction To Genesys Rules System
The Genesys Rules System (GRS) is a set of components that provides business rules functionality for use with the iWD solution as well as other
Genesys solutions. It consists of three software components:
•
Genesys Rules Development Tool
•
Genesys Rules Authoring Tool
•
Genesys Rules Engine
The general workflow for using Genesys Rules System is shown in Figure 63 on page 210
.
Note:
For information about how to migrate your existing rule templates and rules, see the Genesys System Migration Guide.
Deployment Guide 209
Chapter 6: iWD and the Genesys Rules System Introduction To Genesys Rules System
Figure 63: Genesys Rules System Lifecycle
Rule templates are created in the Genesys Rules Development Tool and the templates are published to the rules repository. Users then use the Genesys
Rules Authoring Tool to create a rule package that incorporates one or more rule templates. The Rules Authoring Tool is also where users create new rule packages that incorporate rule templates, author rules inside the rule package based on the rule templates, validate the rules, and then deploy their rule package to the Genesys Rules Engine. Client applications such as the iWD business process (IWDBP) then make requests to the Genesys Rules Engine to have rules in the rule package evaluated at various decision points in a task's lifecycle.
The Genesys Rules System is not only used by Genesys iWD. It is also used by other Genesys solutions, including Genesys Conversation Manager. As such, there are some objects that must be properly configured for iWD, when working with the Genesys Rules System. These include configuring the proper rule template type when creating a new template, configuring the proper rule package type when creating a rule package, and the proper use of rule phases.
These objects are described in more detail in this chapter.
210 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Templates
Rule Templates
Rule templates for iWD are created in the Genesys Rules Development Tool, which is an Eclipse plug-in that can either be installed into a standalone
Eclipse application or can be installed into Genesys Composer.
Rule templates are used to define the building blocks that are used by rules authors to build rules for task classification and prioritization at the Global,
Department, and Processes levels of the business structure of an iWD Solution.
Rule templates are made up of four elements:
1. Conditions—Contain when or if expressions
2. Actions—Contain then
expressions
3. Parameters—Used in the actions and conditions
4. Functions—Sometimes used to support rule conditions and actions. For example, when parsing of timestamps is required
Rule templates also include a fact model with one or more facts. All iWD rule templates include a fact called
_GRS_Environment,
which must not be modified.
Unlike rule templates for other Genesys solutions, it is not necessary to create any additional facts for iWD rules.
For more information about the components of a rule template, see Chapter 3 in the Genesys Rules System 8.1 Deployment Guide.
Note:
Rule conditions and actions are made up of a Language Expression and a Rule Language Mapping. The Language Expression defines what the rule condition or action does, in plain language. It is what the rules author (who is often a business user) will see when constructing a rule. The Rule Language Mapping defines the same Language
Expression in Java code. This is the real code that is executed. Rule
Language Mapping follows Drools syntax (which is Java with some minor extensions).
Regarding available methods, there is a single variable available to rules called
$data,
which represents task attributes as a key-value collection. It is an instance of the
KeyValueCollection
class which is part of Platform SDK. For more information, see the Platform SDK
Developer's Guide (release 7.6 or later).
Normally rule templates are created or modified by IT personnel. Defining new rule conditions or actions sometimes requires a basic knowledge of the
Java programming language, although in many cases it is possible to review the syntax of existing rule conditions and actions as a guide. After rule templates are added to a rule package, business users can create or modify rules by using the Genesys Rules Authoring Tool without having to involve IT personnel.
Deployment Guide 211
Chapter 6: iWD and the Genesys Rules System Rule Templates iWD comes with an out-of-the-box rule template called the iWD Standard
Rules Template, that a user will import into the Genesys Rules Development
Tool. This template is the foundation for the rules that are most frequently used in iWD deployments. The template can be used as an example when new rule conditions or actions are required for a particular iWD deployment.
Although the functionality defined in the iWD Standard Rules Template can be extended, Genesys recommends creating one or more custom rule templates for this purpose. One reason for this is that you can use Configuration Server object permissions to control which users can access specific rule templates.
For example, you might have one custom rule template for all users of the
Genesys Rules Authoring Tool, which includes common rule conditions and actions, to which all users should have access. Then you can have a second custom rule template that contains advanced rule conditions and actions, which you only make accessible to experienced rule authors.
Note:
If Genesys provides an updated iWD Standard Rules Template, all custom changes to the previous version will be lost after importing of the updated template.
After you modify an existing rule template, or create a new one, the rule template is published to the Genesys Rules System rules repository. This makes the template available to users of the Genesys Rules Authoring Tool, so the template can be added to a new rule package, or an existing rule package can be updated with the latest version of a template.
The following procedures describe how to import the iWD Standard Rules
Template into the Genesys Rules Development Tool, and how to create a custom rule template for your iWD solution, if necessary.
Procedure:
Importing the iWD Standard Rules Template into the
Genesys Rules Development tool and publishing it to the Rules repository
Purpose: To import the iWD Standard Rules Template into the Genesys Rules
Development Tool and then publish it to the Genesys Rules System rules repository. This will make the Standard Rules Template available to rules authors, from within the Genesys Rules Authoring Tool.
Prerequisites
•
The Genesys Rules System components are installed and configured according to the procedures in Chapter 2 in the Genesys Rules System
8.1 Deployment Guide.
212 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Templates
Start of procedure
1. Launch Eclipse (or Composer).
2. Open the Template Development perspective (if it is not already open).
3. Navigate to
Window > Open Perspective > Other > Template Development.
4. In the
Eclipse menu, navigate to
File >Import.
5. In the
Import dialog box, select Existing Projects into Workspace from within the
General folder.
6. Click
Next.
7. Select the
Select root directory radio button
8. Select
Browse to browse to the iWD Standard Rules Template folder.
Note:
The iWD Standard Rules Template will be in the rule
Templates subdirectory in the folder where the iWD Manager supporting files were installed on your file system. For example,
C:\Program
Files\GCTI\iWD Manager\ruleTemplates.
9. Click
Finish.
The iWD Standard Rules Template is now visible in the Eclipse (or
Composer)
Project Explorer view.
10. In the
Project Explorer view, right-click
iWD_Standard_Rules project and select
Publish…
11. Using the
Publish Template Wizard,
select the
iWD_Standard_Rules template project.
12. Select the
Edit properties link.
13. In the
Properties dialog, under
Template Properties,
ensure that
Type = iWD.
14. For the
Tenant property, select the Configuration Server tenant to which this rule template will be associated.
15. Click
OK.
16. Using the
Publish Template Wizard,
select the iWD_Standard_Rules template project.
Deployment Guide 213
Chapter 6: iWD and the Genesys Rules System Rule Templates
17. Click
Finish.
The
Publishing dialog, with a progress indicator, will display
Publish successful after the template project has been successfully published to the Genesys Rules System repository.
Note:
You cannot import the iWD Standard Rules Template project into
GRDT if it already exists in the Eclipse workspace. Therefore, if you have a new version of the iWD Standard Rules Template to import, you must first delete the existing one. For this reason, Genesys strongly recommends that you use custom rule templates for new rule conditions or actions, rather than extending the iWD Standard Rules
Template.
End of procedure
Next Steps
•
If you do not plan to create any custom rule templates at this time, go to the
Genesys Rules Authoring Tool to create a rule package. See “Rule
.
•
To review information about the parameters, conditions, actions, and
Procedure:
Creating a custom rule template to use with iWD
Purpose: To create a custom rules template to use with iWD.
Prerequisites
•
The Genesys Rules System components are installed and configured according to the procedures in Chapter 2 in the Genesys Rules System 8.1
Deployment Guide.
Start of procedure
1. Start the Genesys Rules Development Tool.
2. To open the
Template Development perspective (if not already opened); go to
Window > Open Perspective > Template Development.
Note:
If the
Template Development perspective does not appear in the list, select
Other and then, select the
Template Development perspective.
214 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Templates
3. Select
File > New > Rule Template Project
.
Note:
If the
Rule Template Project type is not visible, select
Other,
and then, within the Genesys Rules System folder in the
New dialog, select
Rule Template Project.
4. Click
Next.
5. On the
Rule Template Project screen of the
New Rule Template Project dialog, enter a name for the template project and select the Eclipse workspace where the project files will be stored.
6. Click
Next.
7. On the
Template Properties screen, for the
Type property, select iWD.
8. For the
Tenant property, select the Configuration Server tenant to which this rule template will be associated.
Note:
Optionally, you can provide a description for the rule template project.
9. Click
Finish.
The custom rule template is displayed in the
Eclipse Project Explorer view.
Next Steps
•
After parameters, conditions, actions, and functions are created as necessary for the custom rule template, you must publish it to the Genesys
Rules System rules repository. See steps 8-15 of the
For more information about rule template parameters, conditions, actions, and functions, see the Genesys Rules System 8.1 Deployment Guide and the
Genesys Rules System 8.1 Development Tool Help.
Custom Rule Template Conditions and Actions
The tips provided in this section can be useful when you are creating new rule parameters, conditions, and actions to use with iWD.
Language Expression Syntax
If a rule action Language Expression contains one or more parameters, the expression must terminate with one of those parameters. For example, the following Language Expression for a rule action generates an error:
Deployment Guide 215
Chapter 6: iWD and the Genesys Rules System Rule Templates
Set Priority "{priority}" and update
Whereas, the following Language Expression is valid:
Set and Update Priority "{priority}"
Using iWD Lookup Tables in Rules
The Genesys Rules System offers several ways to create rule parameters that will present an enumerated list of items to the rules author as a drop-down list.
However, there are certain situations, in which you might want to use a
Lookup Table that has been configured in iWD Manager, as the basis for a dynamic rule parameter. This might be valuable because Lookup Tables provide user-friendly name/label pairs that can be changed easily by a business user, while some other types of dynamic parameters, such as List Objects in
Configuration Server, cannot be edited easily by a business user.
If you want to use a Lookup Table in a rule parameter, it will be a parameter of type database,
where the database being read is the iWD configuration database. The best way to create a new rule parameter that will look up values from an iWD Manager Lookup Table is to use an existing parameter as an example. For example, in the iWD Standard Rules Template, you can look at the taskChannels rule parameter and, in the ACME Rules Template, you can look at the
ACMEproduct
parameter.
Using the
ACMEproduct parameter as an example, we can see that the SQL query that is executed will read data from several tables in the iWD configuration database:
SELECT cmc_lookup_attr_entry.valueKey,cmc_lookup_attr_entry.valueLabel
FROM ((cmc_lookup_attr_entry INNER JOIN cmc_lookup_attr_type ON cmc_lookup_attr_entry.attributeTypeId=cmc_lookup_attr_type.id) INNER
JOIN cmc_tenant ON cmc_lookup_attr_type.tenantId=cmc_tenant.id) WHERE cmc_lookup_attr_type.name='Products' AND cmc_tenant.name='ACME';
In this example, the only parts of the query that would need to change are the name of the Lookup Table, which is referenced in the query as cmc_lookup_attr_type.name,
and the name of the tenant, which is referenced in the query as cmc_tenant.name.
If the Lookup Table is configured under the
System tenant, then the cmc_tenant.name would be set to
System in the query.
Operational Parameters
Operational parameters provide another user-friendly way to make rules dynamic, enabling a business user to change a dynamic value that will be referenced in a rule, without having to change the rule itself. Operational parameters are a special type of parameter that is created by users through
Genesys Administrator Extension and, when deployed, are stored as options of
Transaction objects of the type
List in the Genesys Configuration Server database. At rule execution time, when the Genesys Rules Engine evaluates a rule that contains an operational parameter, it obtains the current value of the
216 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Templates associated
Transaction object option from Configuration Server. The rule developer determines from which
Transaction object, and which option of that object, the value of the operational parameter should be fetched, and the rule author uses this parameter as part of a condition or action.
For example, an operational parameter might be called waitTimeThreshold
. If a caller is waiting longer than this threshold for an available agent, perhaps some other action will be performed.
Instead of specifying a value for the threshold in the rule like the following:
When
Caller's wait time is greater than 30 seconds
Then
Offer a callback the rule author could specify:
When
Then
Caller's wait time is greater than {waitTimeThreshold}
Offer a callback
The value of
{waitTimeThreshold} can be changed at any time by a user that is using Genesys Administrator Extension and this action will have an immediate effect without the user having to modify and redeploy a rule package.
About the iWD Standard Rules Template
The iWD Standard Rules Template defines the most commonly used rule conditions, actions, parameters, and functions.
Note:
Rules Template conditions and actions can be used in practice. This includes assigning a task to an iWD process, based on specific attributes of the task, such as Product Type, as well as setting priority and business values based, on the iWD process. The sample also includes examples of how to set the reprioritization interval in a rule.
Deployment Guide 217
Chapter 6: iWD and the Genesys Rules System Rule Templates
Conditions
Table 35 describes conditions for the Standard Rules Template.
Table 35: iWD Standard Rules Template Conditions
Condition
Business value is
"businessValue_From" to
"businessValue_To"
Capture point is
"capturePoint"
Explanation
If the business value of the task is between businessValue_From and businessValue_To,
then...
This rule condition is designed to test inclusive conditions. That is, the
"businessValue_From" and
"businessValue_To" conditions that are being checked are
">=" and "<=",
respectively. This must be understood in order to use this rule condition effectively.
If the capture point is capturePoint,
then…
This rule condition is designed to be used at the rule package (Global) level, as a way to classify tasks, based on the capture point from which they originated. This is in lieu of the Capture Point-level rules that were available in iWD 8.0 but are not available in the Genesys Rules System.
This rule condition requires that the capturePoint rule parameter be properly configured so that GRAT can access the list of Capture Points
from the iWD configuration database. See “Enabling Genesys Rules
Authoring Tool to Retrieve Dynamic Data from iWD Configuration
.
Channel is
"taskChannels"
If the specified channel of the task is taskChannels,
then...
This rule condition requires that the taskChannels rule parameter be properly configured so that GRAT can access the list of task channels
from the iWD confutation database. See “Enabling Genesys Rules
Authoring Tool to Retrieve Dynamic Data from iWD Configuration
.
Department is
"department"
If the specified department of the task is department,
then...
Due Time is in
"periodFrom" to "periodTo" "periodType"
If the task due date/time is between periodFrom and periodTo specified time periodType,
then...
This rule condition is designed to test conditions that are not inclusive.
That is, the
"periodFrom" and
"periodTo"
conditions that are being checked are
">" and "<",
respectively. This must be understood in order to use this rule condition effectively.
Integer
"attribute"
"operator" "integerValue"
Is first prioritization
When the value of a specified custom attribute of type integer is greater than/less than/equal to the specified integerValue,
then...
When the rules being applied are part of the initial prioritization step (the value of the task attribute reprioritizeDateTime is empty), then…
218 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Templates
Table 35: iWD Standard Rules Template Conditions (Continued)
Condition
Is reprioritization
Is working day
Is working time
Media type is
"mediaType"
No process selected
Priority is
"operator"
"priority"
Process is
"process"
String
"attribute" equals
"stringValue"
Task is overdue
Task overdue in
"period"
"periodType"
Explanation
When the rules being applied are part of the reprioritization step (the value of the task attribute reprioritizeDateTime is not empty), then…
When today is a working day, then…
This condition is evaluated, based on the default business calendar assigned to the rule package or a business calendar that has been explicitly assigned to the task in a previous rule.
A business calendar must be assigned to the rule or in a separate rule action before this action can be used.
When the current time is working time, then…
This condition is evaluated based on the default business calendar assigned to the rule package or a business calendar that has been explicitly assigned to the task in a previous rule.
A business calendar must be assigned to the rule or in a separate rule action before this action can be used.
When the specified media type of the task is mediaType,
then...
If process is not assigned to the task, then…
If iWD priority of the task is equal to/not equal to/less than/less than or equal to/greater than/greater than or equal to p riority,
then...
If the task is assigned to process, then...
When the value of a specified custom attribute of type string is equal to the specified stringValue,
then…
When the task is overdue, then...
Checks if task will be overdue after a given time interval.
Deployment Guide 219
Chapter 6: iWD and the Genesys Rules System Rule Templates
Actions
Table 36 describes Standard Rules Template actions.
Table 36: iWD Standard Rules Template Actions
Action
Activate task in
"period"
"periodType"
Activate task in working
"period"
"periodType"
Explanation
Activate the task in the specified period of time, using time unit periodType
.
The activation date/time is used in the IWDBP business process to determine when the task should be moved from the iWD_Captured queue into the Prioritization routing strategy.
Activate the task in the specified period of time, using time unit periodType,
according to the task's business calendar (working days, working hours and so on).
The activation date/time is used in the IWDBP business process to determine when the task should be moved from the iWD_Captured queue into the Prioritization routing strategy.
A business calendar must be assigned to the rule or in a separate rule action before this action can be used.
Activate task beginning next working day
Activates the task at the beginning of the next business day.
A business calendar must be assigned to the rule or in a separate rule action before this action can be used.
Activate task end working day Activates the task at the end of the working day when the task was received.
A business calendar must be assigned to the rule or in a separate rule action before this action can be used.
Archive destination
"archive"
Set the archive destination for the task.
Note: This action has been maintained from iWD 8.0 and 8.1.0 but it is no longer necessary to use it, due to changes in the way task archiving works in the out-of-box iWD business process (IWDBP) in
iWD 8.1.1. See “Task Archiving” on page 21 for more information.
Assign the specified businessCalendar to the task.
Assign business calendar
"businessCalendar"
Assign distribution point
"distributionPoint"
Assign the specified distributionPoint to the task.
This rule condition requires that the distributionPoint
rule parameter be properly configured so that GRAT can access the list of distribution points from the iWD configuration database. See
220 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Templates
Table 36: iWD Standard Rules Template Actions (Continued)
Action
Assign iWD department
"department"
Explanation
Assign the task to the specified department.
Assign iWD process
"process"
Assign the task to the specified process.
Assign WFM Activity
"wfmActivity"
Assign the specified Genesys Workforce Management Activity called wfmActivity to the task.
To ensure GRS can read objects from Genesys Workforce
Management, you must configure the following object in the
Configuration Manager under specific tenant's
Scripts folder:
Name
—
WFM Connection
(or other descriptive name)
Type
—
Data Collection
Under
Annex tab, configure the following section:
Section
— wfm
Under this section, configure the following properties: wfmCfgServerApplName
—CME application name of the WFM Server wfmCfgServerUserName
—User name that is used to connect to WFM
Server wfmCfgServerPassword
—Password that is used to connect to WFM
Server wfmServerUrl
—URL that is used to connect to WFM Server.
The URL must have the following format: http://<wfm_server_host_name>:<wfm_server_port_number>
For example, if the WFM Server is running on a host named
WFMHost001 on port
7023,
the URL would be: http://wfmhost001:7023
Increase iWD priority
"priority"
Multiply business value
"multiplier"
Increase the iWD priority of the task by the specified amount defined in priority.
Multiply the business value of the task by the specified multiplier.
Reprioritize after
"period"
"periodType"
Reprioritize after
"period" working
"periodType"
Reapply prioritization rules to the task after the specified period of time, using time unit periodType
from the current time.
Reapply prioritization rules to the task after the specified period of time, using time unit periodType,
according to the task's business calendar (working days, working hours, and so on).
A business calendar must be assigned to the rule package, or directly to the task, before this action can be used.
Deployment Guide 221
Chapter 6: iWD and the Genesys Rules System Rule Templates
Table 36: iWD Standard Rules Template Actions (Continued)
Action
Request agent
"agent"
Request skill
"skill"
Request agent group
"agentGroup"
Request place group
"placeGroup"
Set activation date from
"customAttribute"
Explanation
Request a specific agent for the task.
Request a specific skill for the task.
Specify which agentGroup is required to process the task.
Specify which placeGroup is required to process the task.
Set activation time
"time"
Set the activation date/time of the task from the specified customAttribute of the task.
The activation date/time is used in the IWDBP business process to determine when the task should be moved from the iWD_Captured queue into the Prioritization routing strategy.
Set the time when the task will be activated.
The activation date/time is used in the IWDBP business process to determine when the task should be moved from the iWD_Captured queue into the Prioritization routing strategy.
The value for "time" must be entered by the rules author in UTC, because it will be attached to the task in the
IWD_activationDateTime attribute. The value of this attribute will be displayed to users in the
Global Task List based on their operating system's time zone settings.
Entering time values in UTC is not intuitive for a business user, therefore, if there is a business reason to attach a specific activation time to a task, you might want to create a custom rule condition that displays the local time (considering the time zone of the business, for example) in the Language Expression, while assigning the corresponding value in UTC, in the Rule Language Mapping.
Take care with date changes when specifying the activation time in a local time zone. For example, 23:00 in GMT-5 is 04:00 in UTC on the next day, so date should also be incremented by one day.
Set business value of the task to the specified businessValue.
Set business value
"businessValue"
Set due date from
"customAttribute"
Set the due date/time of the task from the specified customAttribute of the task.
222 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Templates
Table 36: iWD Standard Rules Template Actions (Continued)
Action
Set due time
"time"
Set integer
"attribute" value
"integerValue"
Set priority
"priority"
Set string
"attribute"
value
"stringValue"
Task Due in
"period"
"periodType"
Task Due in
"period" working
"periodType"
Task expires in
"periodType"
"period"
Explanation
Set the time when the task is due.
The value for
"time" must be entered by the rules author in UTC, because it will be attached to the task in the
IWD_dueDateTime attribute. The value of this attribute will be displayed to users in the
Global Task List, based on their operating system's time zone settings.
Entering time values in UTC is not intuitive for a business user, therefore, if there is a business reason to attach a specific due time to a task, you might want to create a custom rule condition that displays the local time (considering the time zone of the business, for example) in the Language Expression, while assigning the corresponding value in UTC, in the Rule Language Mapping.
Take care with date changes when specifying the activation time in a local time zone. For example, 23:00 in GMT-5 is 04:00 in UTC on the next day, so date should also be incremented by one day.
Set the value of a specified custom attribute of type integer to the specified integerValue.
Set the iWD priority of the task to the specified value priority.
Set the value of a specified custom attribute of type string to the specified stringValue.
The task is due after the specified period of time, using time unit periodType.
The task is due after the specified period of time, using time unit periodType,
according to the task's business calendar (working days, working hours, and so on).
A business calendar must be assigned to the rule package, or directly to the task, before this action can be used.
Sets the task's expiration date/time after the specified period of time, using time unit periodType.
A task's expiration date/time is what is used in the IWDBP business process to determine when a task should be deleted from the
Interaction Server database.
Deployment Guide 223
Chapter 6: iWD and the Genesys Rules System Rule Templates
Table 36: iWD Standard Rules Template Actions (Continued)
Action
Task expires in
"period" working
"periodType"
Explanation
Sets the task's expiration date/time after the specified period of time, using time unit periodType,
according to the task's business calendar
(working days, working hours, and so on).
A task's expiration date/time is what is used in the IWDBP business process to determine when a task should be task should be deleted from the Interaction Server database.
Note: A business calendar must be assigned to the rule package or directly to the task, before this action can be used.
Parameters
Table 37 describes parameters for the Standard Rules Template.
Table 37: iWD Standard Rules Template Parameters
Parameter
agent agentGroup archive attribute
Description
Presents you with a list of agents' user names that are read from the Genesys Configuration Server database.
This list is dynamic; it changes as agents are added or removed. The agents displayed will be based on the access control of the Genesys Rules Authoring Tool user.
Presents you with a list of Agent Groups that are read from the Genesys Configuration Server database. This list is dynamic; it changes as agents are added or removed. The agent groups displayed will be based on the access control of the Genesys Rules Authoring Tool user.
Presents you with an enumerated list of possible archive destinations for expired tasks.
This parameter uses an
Enum,
which is included in the
Standard Rules Template, called archive.
Note: This action has been maintained from iWD 8.0 and 8.1.0 but it is no longer necessary to use it, due to changes in the way task archiving works in the out-of-box iWD business process (IWDBP) in iWD
8.1.1. See “Task Archiving” on page 21
for more information.
Enables you to enter text that represents the name of a task attribute.
224 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Templates
Table 37: iWD Standard Rules Template Parameters (Continued)
Parameter
businessCalendar businessValue businessValue_From businessValue_To capturePoint customAttribute department distributionPoint diffByPeriod difWorkingDays difWorkingHours difWorkingMinutes integerValue
Description
Presents you with a list of business calendars that are defined in the rule package. This list is dynamic; it changes as business calendars are added or removed.
Enables you to enter the numeric value that represents business value.
Enables you to enter a numeric value that represents the lower boundary of business value.
Enables you to enter a numeric value that represents the upper boundary of business value.
Presents you with a list of Capture Points that is generated dynamically by reading the iWD configuration database.
Enables you to enter text that represents the name of a task custom attribute.
Presents you with a list of departments that are defined in the iWD Solution. This list is dynamic; it changes as departments are added or removed.
Presents you with a list of distribution points that are defined in the iWD Solution. This list is dynamic; it changes based on entries in the distributionPoints lookup table.
See “Lookup Tables” on page 156 .
Returns the difference between the two dates in the specified time units (minutes, hours, days).
Returns the difference between two dates in working days.
Returns the difference between two dates in working hours.
Returns the difference between two dates in working minutes.
Enables you to enter an integer value for use in rule conditions or actions that evaluate the value of task custom attributes.
Deployment Guide 225
Chapter 6: iWD and the Genesys Rules System Rule Templates
Table 37: iWD Standard Rules Template Parameters (Continued)
Parameter
mediaType multiplier operator period periodFrom periodTo periodType placeGroup priority
Description
Presents you with a list of media types that are defined in the Genesys Configuration Server under the tenant.
This list is dynamic; it changes as media type attributes get added or removed.
Enables you enter to enter a numeric value by which some other parameter (such as priority
) will be multiplied in a rule.
Provides an enumerated list of operators equal to, not equal to, less than, less than or equal to, greater than, and greater than or equal to, that can be used to compare values of custom attributes of type integer,
to values specified in a rule condition.
This parameter uses an
Enum,
which is included in the
Standard Rules Template, called operator.
Enables you to enter a numeric value. Combined with the period type, it gives the actual value of the time period.
Enables you to enter a numeric value that represents the start point of a period, in time units, according to period type.
Enables you to enter the numeric value that represents the end point of a period, in time units, according to period type.
Presents an enumerated list of types of time periods, such as days, hours or minutes.
This parameter uses an
Enum,
which is included in the
Standard Rules Template, called periodType.
Presents you with a list of place group names that are read from the Genesys Configuration Server database.
This list is dynamic; it changes as place groups are added or removed. The place groups displayed will be based on the access control of the Genesys Rules
Authoring Tool user.
Enables you to enter the numeric value that represents iWD priority.
226 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Templates
Table 37: iWD Standard Rules Template Parameters (Continued)
Parameter
process skill stringValue taskChannels time wfmActivity
Description
Presents you with a list of processes that are defined in the iWD Solution. This list is dynamic; it changes as processes are added or removed.
Presents you with a list of skills that are read from the
Genesys Configuration Server database. This list is dynamic; it changes as skills are added or removed. The skills displayed will be based on the access control of the Genesys Rules Authoring Tool user.
Enables you to enter a string value for use in rule conditions or actions that evaluate the value of task custom attributes.
Presents the user with a list of task channels, read from an iWD Lookup Table (see
Enables you to enter a time value that is used in various rule conditions and actions.
Presents a list of WFM activities, retrieved dynamically from the WFM Server.
Functions
Table 38 describes functions for the Standard Rules Template.
Table 38: iWD Standard Rules Template Functions
Function
adjustWorkingDate compareDate compareInteger getCurrentCalendar
Description
Adds or subtracts a given time interval from the given date according to the current business calendar.
Compares the value of two dates. For a list of possible returned values, see comments within the function.
Compares the value of two integers, taking as inputs the two integers and a comparison operator. Returns true or false.
Returns the current business calendar
ID.
Deployment Guide 227
Chapter 6: iWD and the Genesys Rules System Rule Templates
Table 38: iWD Standard Rules Template Functions
Function
getCurrentDT getDTValue getIntValue getPeriodDTFrom getStringValue getWFMActivity getWFMActivityContext increaseIntegerValue isNull isProcess isWorkingDay isWorkingTime multiplyIntegerValue notNull setDepartment setDepartmentAndProcess
Description
Returns the current date and time, in
UTC.
Gets the value of a task attribute as date/time.
Gets the value of a task attribute as an integer.
Adds or subtracts a given time interval from the given date, regardless of the business calendar.
Gets the value of a task attribute as a string.
Retrieves WFM Activity.
Retrieves WFM Activity context
(Business Unit or Site).
Increases the value of an integer by adding to it.
Is true if a given task attribute value is
Null,
otherwise, the value is false.
Is true if a given task is assigned to a given process, otherwise, the value is false.
Returns true if the current day is the working day.
Returns true if the current time is the working time.
Increases the value of an integer by multiplying it by some factor.
Is true if a task attribute value is not
Null,
otherwise, the value is false.
Sets the department for a task.
Sets the department and process of the given task from a given string, in department|process format.
228 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Authoring
Table 38: iWD Standard Rules Template Functions
Function
setDTValue setIntValue setProcess setStringValue setTime
Description
Sets the value of a task attribute as date/time.
Sets the value of a task attribute as an integer.
Sets the process for a task.
Sets the value of a task attribute as a string.
Sets the time portion of a given date/time value from a string value, in hh:mm format.
Rule Authoring
Rule authoring for iWD is done through the Genesys Rules Authoring Tool
(GRAT). This section describes how to log into the Genesys Rules Authoring
Tool, some general information about its usage for iWD, and how to use it for creating decision tables, linear rules, and business calendars.
Changes in Archiving in iWD Release 8.1.1
A new archiving solution is implemented in iWD release 8.1.1. Pre-8.1.1 , archive rules (the rules that are applied during the archiving phase) are no longer applicable.
The iWD Standard Rules Template still contains a dedicated phase called
Archiving
. This is done for compatibility reasons to allow migration from earlier versions of the iWD, where archiving rules may have been used. After migration, users should review the migrated rules and adjust them according to the new archiving strategy.
Logging into the Genesys Rules Authoring Tool
The Genesys Rules Authoring Tool is a web browser-based user interface that you can log into directly by navigating to a URL and entering a user name and password (for instructions, see the Genesys Rules System 8.1 Deployment
Guide) or you can launch the tool and log in by using the
Rules Authoring link on the iWD Manager navigation bar. To ensure that a user can launch the
Genesys Rules Authoring Tool from iWD Manager, see Procedure:
Deployment Guide 229
Chapter 6: iWD and the Genesys Rules System Rule Authoring
Configuring iWD tenant and user for Rules Authoring Tool access, on page 230 .
Note:
The User permissions to the various capabilities of the Genesys Rules
Authoring Tool are controlled by Role-Based Access Control, which is configured through Genesys Administrator (if you are not using
Genesys Administrator, you will have full access to the Genesys Rules
Authoring Tool). See “Role-Based Access Control”, Chapter 5 in the
Genesys Rules System 8.1 Deployment Guide.
Procedure:
Configuring iWD tenant and user for Rules Authoring
Tool access
Purpose: To complete the necessary configuration of an iWD managed tenant and an iWD user's security role, so that the Rules Authoring link appears on the iWD Manager navigation bar, properly launch the Genesys Rules
Authoring Tool web application, and log in the user.
Prerequisites
•
iWD Manager and the Genesys Rules Authoring Tool are installed and configured.
Start of procedure
1. Log in to iWD Manager as a user with full administrative privileges
2. From the tenant drop-down list, select your iWD-managed tenant.
3. Select the
Profile link.
4. Under Genesys Rules Authoring Tool URL, enter a valid URL for the
Genesys Rules Authoring Tool.
5. Test this URL in a separate browser window to ensure that it brings up the login screen.
The default syntax for the URL should be: http://<host>:<port>/genesys-rules-authoring where;
•
<host>
—Is your application server host name.
•
<port>
—Is the listening port of your application server (usually
8080 by default).
230 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Authoring
•
genesys-rules-authoring
—is the name of the Genesys Rules
Authoring Tool web application that is deployed on your application server. (This will be the default name of that web application unless you have modified it.)
6. Click
Save.
7. Select the
Security Policy link.
8. Select the name of an existing Security Role, to which you want to give access to the Genesys Rules Authoring Tool, or create a new one.
9. Scroll down to the
Application Permissions section.
10. Under the
Run column, check the checkbox for the Rules Authoring permission.
11. Click
Save.
End of procedure
General Overview of Genesys Rules Authoring Tool for iWD Users
When you launch the Genesys Rules Authoring Tool from iWD Manager, the active tenant will be the Configuration Server tenant that is linked to the iWD managed tenant you were working with in iWD Manager.
The GRAT navigation tree will display the iWD Solutions that are configured under the tenant. If you don't see any Solutions in the navigation tree, but you have one or more Solutions configured in iWD Manager, you must ensure that the user has permission to the appropriate folders under the Business Structure
folder in Configuration Server. See Procedure: Configuring Genesys Rules
Authoring Tool User Access Control to iWD Business Structure, on page 232 .
Note:
The Business Structure folder is created in either of the following scenarios:
•
During the migration process from an earlier version of iWD to iWD 8.1.
•
If the iWD business structure has been pushed to the Genesys
Rules System from iWD Manager.
See Procedure: Push iWD Business Structure to the Genesys Rules
Deployment Guide 231
Chapter 6: iWD and the Genesys Rules System Rule Authoring
Procedure:
Configuring Genesys Rules Authoring Tool User
Access Control to iWD Business Structure
Purpose: To configure access control for the Genesys Rules Authoring Tool user, to allow him/her to see the appropriate iWD Solutions when logged into
GRAT.
Prerequisites
•
iWD Manager and the Genesys Rules Authoring Tool are installed and configured.
Start of procedure
1. Log in to Genesys Administrator or Genesys Configuration Manager.
2. Navigate to the tenant that maps to the iWD managed tenant with which you are working.
3. Locate the
Business Structure folder (in Genesys Administrator, go to
Environment > Business Units/Sites
).
4. In the
Business Structure folder, locate the iWD Solution folder to which you want the Genesys Rules Authoring Tool user to have access.
5. If you are using Genesys Configuration Server:
On the
Security tab of that iWD Solution, configure at least
Read access for the Genesys Rules Authoring Tool user, or for at least one
Configuration Server Access Group to which that user belongs.
If you are using Genesys Administrator:
a. Highlight the iWD Solution folder and select
Edit.
b. Select the
Permissions tab.
Use either
Add Access Group or
Add User to configure at least
Read access to this iWD Solution, for the necessary Genesys Rules
Authoring Tool user or his Access Group(s).
Note:
When you add the user or Access Group, you can decide whether or not to propagate the permissions. If you do not propagate the permissions, you will need to explicitly add permissions to the
Department(s) and Process(es) under the iWD Solution, to which you want the user or access group to have access.
6. To grant access to any additional iWD Solutions, repeat Steps 4 to 6
.
End of procedure
232 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Authoring
Procedure:
Push iWD Business Structure to the Genesys Rules
System
Purpose: To synchronize the iWD business structure that has been created in iWD Manager with Genesys Configuration Server.
Summary
After you complete this procedure, the business structure will become available to the Genesys Rules System, specifically to the Genesys Rules
Authoring Tool so it can display the appropriate business structure for use with iWD.
Prerequisites
•
iWD Manager and the Genesys Rules Authoring Tool are installed and configured
•
Some business structure (iWD Solution, Departments, and/or Processes) is created in iWD Manager.
Start of procedure
1. Log in to iWD Manager.
2. Click
Departments and Processes.
3. Expand the iWD Solution you want to push to the Genesys Rules System, and select
Push to Rules System.
Alternatively, if you have not already performed this action, you will see the following notification on the top of the iWD Manager screen informing you that “There are changes to be pushed to Rules System: [Solution
Name]”, with a hyperlink that will take you to the appropriate screen where you can execute the push action.
4. At the bottom of the
Push to Rules System screen, click
Execute.
In the
Messages pane, you will see one or more messages indicating the success or failure of the push action.
Deployment Guide 233
Chapter 6: iWD and the Genesys Rules System Rule Authoring
Note:
If the action fails, it might be because the user does not have the appropriate permissions to the parent folder. For example, if you have just added a new Process under an existing Department, and the iWD Manager user does not have the appropriate permission
(
Full Control
) to that Department business structure folder in
Configuration Server, you will not be able to create the new
Process.
End of procedure
Next Steps
•
Create a rule package in Genesys Rules Authoring Tool that you can use to
create business rules. See Procedure: Creating a New Rule Package
.
If you have successfully created your business structure in iWD Manager and pushed it to the Genesys Rules System, you are ready to create a rule package in Genesys Rules Authoring Tool, to start creating business rules.
234 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Authoring
Tip: Prior to release 8.1.1, if you delete a Process or Department in iWD
Manager, you can also push these changes to the Genesys Rules System.
However, if you delete an entire Solution in iWD Manager, you cannot push these changes to the Genesys Rules System through iWD Manager.
This is because the
Push to Rules System action is only visible in the navigation tree under the Solution. In this case, you must manually delete the
Solution folder under
Business Structure,
through Genesys
Administrator or Genesys Configuration Manager.
Until you manually delete the Solution folder by using Genesys
Administrator or Genesys Configuration Manager, you will continue to see this unwanted Solution in the Genesys Rules Authoring Tool.
Also, to delete a parent folder in Configuration Manager or Genesys
Administrator, such as an iWD Solution, you must first delete the child folders, such as the Departments. If there are Processes under those
Departments, those must be deleted first.
After you have a working environment, from time to time you might need to modify the business structure in iWD Manager. After making those modifications, you must the following steps in this order:
1. Push the business structure changes to the Genesys Rules System, as described in this section.
2. Modify your business rules, if necessary, in GRAT.
3. Deploy your rule package in GRAT.
4. Deploy your iWD Solution in iWD Manager.
From release 8.1.1 onwards, if you delete a solution, you will be prompted to select whether you want to delete it from the rules system as well. If you confirm the deletion, the solution with all business objects will be removed.
If there was a rules package deployed from that solution, you need to first delete the rules package manually.
Procedure:
Creating a New Rule Package
Purpose: To create a new rule package in Genesys Rules Authoring Tool.
Summary
The rule package is the parent object for all the business rules for an iWD
Solution.
Start of procedure
1. Log in to iWD Manager and launch the Genesys Rules Authoring Tool.
2. In the navigation tree, expand the Solution with which you want to work.
Deployment Guide 235
Chapter 6: iWD and the Genesys Rules System Rule Authoring
3. Select
New Rule Package.
4. On the right side of the screen, fill in the properties for the rule package, such as.
•
Package Name
—Used internally and primarily in the Configuration
Server List Object that will be read in the iWD business process, so the business process knows which rule package should be evaluated by the
Genesys Rules Engine. There are some reserved keywords that must not be used when you name the rule package. See 'Creating Rule
Packages” topic in the Genesys Rules Authoring 8.1 Help.
•
Business Name
—Enter any user-friendly name you wish to provide to identify the rule package.
•
Package Type
—Select iWD.
Selecting iWD will ensure that the list of available rule templates of type iWD will be displayed.
•
Rule Package
(Optional)—Enter a description for the rule package.
•
Template section—Select one or more rule templates. This will determine which collection of rule actions and conditions will be made available to the business rules authors who are responsible for creating rules in this package.
5. Save the rule package.
The new rule package will appear in the navigation tree on the left side of the pane, displaying all the Departments and Processes underneath the package, based on the access control of the user.
End of procedure
Next Steps
•
After a rule package has been created, you can start creating business rules.
For the descriptions of the various types of rules and rule objects, see
), “Decision Tables” on page 239
, and “Business Calendars” on page 241 .
Note:
The list of rule templates that are available to the person creating the rule package will depend on that user's access to the
Script objects that represent each template. In Configuration Server, under each tenant, there is a
Script folder that contains a subfolder called
Template Access Control.
In that folder, there is a script of type
Data
Collection,
for each rule template published to the rules repository.
The access control defined on the
Security tab of that
Script object will determine which users and access groups can use that template in a rule package.
236 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Authoring
Rules Overview
In the Genesys Rules Authoring Tool, there are three levels at which business rules can be created:
•
Rule Package (referred to as Global Rules)
•
Department
•
Process
When the appropriate node is selected on the rule package tree, you can then select the
Rules tab to view or edit the rules for that level of the business structure. Rules are presented in a list, with an associated phase. The order of the rules is relevant, because they will be evaluated, within a particular phase, in the same order as they appear. You can change the order of rules by clicking the up and down buttons. The logic of a particular rule can be expressed as either a linear rule or a decision table.
Any iWD extended or custom attribute can be read or updated by business rule conditions or actions, respectively.
Global Rules
Rules that are created at the rule-package level are also known as Global
Rules. Global rules enable you to specify rules that will apply to the entire iWD Solution. For example, they enable you to configure rules that classify or prioritize all tasks globally, instead of at a lower level of the business structure.
Global rules are applied before any other rules.
This means that each rule phase (classification and prioritization) is triggered from within the IWDBP business process in the following sequence:
1. Global rules
2. Department rules
3. Process rules
Note:
'A classification rule must be configured that assigns the task to a
Process, or the Process can be assigned directly in the createTask message when the task is captured by a capture point. If a Process is not assigned to the task in either of these two methods, the task status will be changed to
Error Held.
For example, a department can be assigned in a global rule, followed by assigning a process at the department level. Alternatively, a process might be directly assigned in a global rule. If a process is assigned in both global rules and department rules, based on the same conditions, the department rules will override.
Deployment Guide 237
Chapter 6: iWD and the Genesys Rules System Rule Authoring
Capture Point Rules
In iWD 8.1. you can use the rule condition
Capture Point is…
from the iWD
Standard Rules Template, at the Global Rules level. Classification rules are no longer created at the Capture Point level (as they were in iWD 7.6.1 and 8.0).
Linear Rules
A linear rule is a business rule that has a set of conditions (when) and actions
(then), and is used for a simple (linear) business case. For example, when a
describes how to specify a linear rule.
Figure 64: Linear Rule
Procedure:
Specifying a linear rule
Purpose: To specify a linear rule for a simple business case.
Start of procedure
1. In Genesys Rules Authoring Tool, expand the rule package and select a node at which you want to create the rule.
2. On the right side of Genesys Rules Authoring Tool panel, on the
Rules tab, click
New Linear Rule.
3. Enter a Name for the rule that identifies it.
4. Optionally, enter a Description for the rule.
5. Select the
Phase in which to apply the rule.
You can choose classification or
prioritization.
6. Optionally, assign a
Calendar
(business calendar) to the rule.
238 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Authoring
7. If required, set the S tart Date and
End Date.
Note:
If S tart Date and
End Date
are left empty the rule activation period is unconstrained.
8. From the
Add Condition combo box, select one or several conditions for the rule.
By default, conditions are concatenated by using the logical AND operator.
However, you can select other functions (for example, “ or”
or “ and not”
) from the
Add Condition list, and you can also select multiple conditions and use the
Group
(or
Ungroup
) functions.
Note:
Available actions and conditions are defined in rules templates. If a new action or condition type is required, add it to either an existing rules template or a new template. Genesys strongly recommends using a custom rule package for all new rule actions or conditions.
9. Select one or several actions for the rule from the
Add Action combo box.
10. To save the specified rule, click
Save.
You can optionally enter a check-in comment, which will be available later on the
Audit Trail tab.
End of procedure
Next Steps
After you have created a linear rule, you can create additional linear rules or
decision tables, or deploy your rule package. “Rule Deployment” on page 244
.
Tip:
The available conditions and actions that are presented to the rules author is driven by the set of rule templates to which the user has access.
This depends on the user's permissions to the
Script objects that represent each template. In Configuration Server, under each tenant, there is a
Script folder that contains a subfolder called
Template Access
Control.
In that folder, there is a
scrip t of type
Data Collection,
for each rule template published to the rules repository. The access control that is d efined on the
Security tab of that
Script
object will determine which users can access which rule templates, which w ill control the final list of rule actions and conditions presented.
Decision Tables
Decision tables have a set of the same conditions (when) and actions (then), but have different parameters and are used for a complex (structured) business case. Use decision tables to avoid dozens of linear rules in the system.
Deployment Guide 239
Chapter 6: iWD and the Genesys Rules System Rule Authoring
Defining a decision table is similar to defining a linear rule. See
Defining a decision table, on page 240 , which describes how to define a
decision table.
Procedure:
Defining a decision table
Purpose: To specify a decision table rule for a complex business case.
Start of procedure
1. On the
Rules tab, click
New Decision Table.
2. Specify the rule
Name, Description, Phase
,
Calendar, Start Date,
and
End
Date,
if required (as you did in
in the
Procedure: Specifying a linear rule
.)
3. From the
Add Condition combo box, select zero or more conditions for the rule.
4. From the
Add Action combo box, select one or more actions for the rule.
5. To add a new row to the decision table, select the green plus (+) icon to the right of the right-most rule action.
6. Enter the required parameters for each rule condition and action.
7. Optionally, enter a
Name for the row.
8. Repeat Steps 5 through 7 , until you have set all of the required cases.
The result is a table in which the columns represent rule conditions and actions and the rows contain real conditions and action parameter values.
Note:
To delete a condition, action, or rule, click the delete icon (-), which is located on the right side of the column (for conditions and actions), or on the right side of the row (for rules).
9. To save the specified rule, click
Save.
10. Optionally, enter a check-in comment, which will be available later on the
Audit Trail tab.
For an example of a decision table, see Figure 65 on page 241
.
240 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Authoring
Figure 65: Decision Table
End of procedure
Next Steps
•
After you have created a decision table, you can create additional decision
tables or linear rules, or deploy your rule package. See “Rule Deployment” on page 244
.
Tip:
The available conditions and actions that are presented to the rules author is driven by the set of rule templates to which the user has access.
This depends on the user's permissions to the
Script objects that represent each template. In Configuration Server, under each tenant, there is a
Script folder that contains a subfolder called
Template Access
Control.
In that folder, there is a s cript of type
Data Collection,
for each rule template published to the rules repository. The access control that is defined on the
Security tab of that
Script
object will determine which users can access which rule templates, which wi ll control the final list of rule actions and conditions presented.
Business Calendars
A business calendar is a set of rules that define working days and hours, and holidays that are applicable for the business. Business calendars can be used in iWD rules to perform date and time calculations, taking into account the working schedule of the business. Business calendars can be assigned once (for example, at the Global Rule level), or can be assigned dynamically in a rule when needed.
Managing Business Calendars in the Genesys Rules
Authoring Tool
To create new (or to manage existing) business calendars, launch the Genesys
Rules Authoring Tool and expand a rule package. Select the Business
Calendars entry in the tree. An example of a rule package's business calendars is shown in
.
Deployment Guide 241
Chapter 6: iWD and the Genesys Rules System Rule Authoring
Figure 66: List of Solution’s Business Calendar
The right side of the Genesys Rules Authoring Tool is split horizontally into two panes. The upper displays a list of a rule package's business calendars. The
New Calendar button that is below this list is used to create a new business calendar. You can delete business calendars by clicking the delete button that is on the right side of the business calendar in the business calendar list. When a calendar list is selected, the lower pane displays the attributes of the selected business calendar.
shows an example of the attributes of a business calendar.
Figure 67: Business Calendar Attributes
Business calendars consist of a set of standard mandatory attributes and optional business calendar rules. See “Business Calendars” in the Genesys
Rules Authoring Tool 8.1 Help.
Using Business Calendars in iWD Rules
After business calendars are defined, you can use them in rules. Business calendars must be assigned to a task before any business calendar related calculations can be performed on task values. A Calendar can be assigned at the parent rule level, as show in
, or to an individual rule as shown in
Figure 69 . Only one calendar can be assigned to a task at a time, so a calendar
can be assigned by one rule and then, overwritten by a later rule.
242 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Authoring
Figure 68: Assigning a Business Calendar to a Parent Rule
Figure 69: Assigning a Business Calendar Dynamically in a Rule
Table 39 describes the business calendar-related actions that are available in
the iWD Standard Rules Template.
Table 39: iWD Rules Conditions and Actions Using Business Calendars
Condition/
Action
Parameters
{period} working
{periodType}
Description
Assign business calendar
Is Working Day
Is Working Time
Reprioritize after
{businessCalendar}
Assigns a business calendar to a task. A business calendar must be assigned to a task, before any business calendar-related calculations can be performed on task values. A drop-down list displays a list of business calendars that are defined for the rule package.
N/A
N/A
{period} working
{periodType}
Calculates whether the current date/time is a working day, according to the assigned business calendar.
Calculates whether the current date/time is working time, according to the assigned business calendar.
Sets a task's re-prioritization date/time to value that is calculated, based on current date/time, the task's business calendar, and specified parameters.
{period} is a numeric value, and
{periodType} specifies working minutes, hours, or days.
Task Due in Sets a task's due date/time to a value that is calculated, based on the task's creation date/time, the task's business calendar, and specified parameters.
{period} is a numeric value, and
{periodType} specifies working minutes, hours, or days.
Deployment Guide 243
Chapter 6: iWD and the Genesys Rules System Rule Deployment
Table 39: iWD Rules Conditions and Actions Using Business Calendars
Condition/
Action
Activate task in
Parameters
{period} working
{periodType}
Description
Task expires in
{period} working
{periodType}
Sets a task's activation date/time to a value that is calculated, based on task's creation date/time, the task's business calendar, and specified parameters.
{period} is a numeric value, and
{periodType}
specifies working minutes, hours, or days.
Sets a task's expiration date/time to a value that is calculated, based on task's creation date/time, the task's business calendar, and specified parameters.
{period} is a numeric value, and
{periodType} specifies working minutes, hours, or days.
In addition to the standard rule actions that use business calendars, you can build other rule expressions that use business calendar functions. For more information about how to build these other rule expressions, see https://sites.google.com/a/iwdlab.com/iwd8/rules/bc
.
Rule Deployment
Once you have created all the necessary rules in a rule package, it is time to deploy the rule package to an instance of the Genesys Rules Engine. Once the package is deployed, it can be invoked by a client such as the iWD business process (IWDBP).
Rule package deployment is done through the Genesys Rules Authoring Tool, and is independent of the iWD Solution deployment in iWD Manager. Thus, you can deploy a new version of a rule package for an iWD Solution without having to redeploy the entire Solution, (as was the case in iWD 7.6.1 and 8.0).
When a rule is created or edited and it has not been deployed, there is a checkmark in the
Pending Deployment
column of the rule. See Figure 69 .
In addition, when a rule package requires deployment or redeployment, there will be a visual indication next to the
Deploy Rules node in the
Genesys Rules
Authoring Tool
navigation tree, under the rule package itself. See Figure 70 .
244 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Evaluation
Figure 70: Deploy Rules Node
For more information about rule package deployment, including scheduled deployment and deployment history, see the Genesys Rules Authoring Tool 8.1
Help.
Rule Evaluation
After a rule package has been deployed to a Genesys Rules Engine, it can be invoked by a client. The standard client that invokes the Genesys Rules Engine is the iWD business process (IWDBP). For information about other ways to invoke rule packages, see the Genesys Rules System 8.1 Deployment Guide.
It is important to understand how rules are evaluated, when an evaluation is requested from the IWDBP business process.
IWDBP has the following two routing strategies that invoke rule evaluation from the Genesys Rules Engine.
1. Classification—Calls the Genesys Rules Engine and requests an evaluation of all rules for the iWD Solution's associated rule package that belong to the Classification phase.
2. Prioritization—Calls the Genesys Rules Engine and requests an evaluation of all rules that belong to the Prioritization phase.
Deployment Guide 245
Chapter 6: iWD and the Genesys Rules System Rule Evaluation
Associating the iWD Solution with a Rule Package and
Rules Engine
To ensure the IWDBP business process invokes the correct Genesys Rules
Engine and the correct rule package, two List Objects must be properly configured:
Iwd_Esp_List and
Iwd_Package_List.
Iwd_Esp_List
Iwd_Package_List
Note:
Make sure that both of these List Objects are correctly configured, otherwise IWDBP will not work.
The IWDBP uses the data from the
Iwd_Esp_List
List Object to correlate the
IWD_SolutionId to the name of the Business Context Management Service
(BCMS) application, and to correlate the
IWD_SolutionId to the name of the
Genesys Rules Engine. The BCMS is the External Service Protocol (ESP) server that the IWDBP business process uses to communicate with the
Genesys Rules Engine.
Iwd_Esp_List is also used, optionally, to correlate the
IWD_SolutionId
to the name of a Genesys Universal Contact Server (UCS) that is connected to
Interaction Server. If this association is configured in
Iwd_Esp_List
, the business logic in IWDBP will update the interaction history in the UCS database to mark the interaction as done (the value of the
Status
column in the
Interaction
table in the UCS database will be set to
3
) when the interaction enters one of these queues: iWD_Completed, iWD_Canceled
, or iWD_Rejected
.
The
Iwd_Package_List
List Object is used to correlate the IWD Solution ID
(
IWD_SolutionId
) to the name of the rule package that will be evaluated when requests are made to the Genesys Rules Engine from the IWDBP business process.
Iwd_Package_List contains a single list called,
RulePackageList.
Create a new key/value pair for each iWD Solution that you have configured under your
Configuration Server tenant, where the key or option, is the IWD Solution ID and the value is the Package Name of the rules package.
Note:
The user configures two names for a rule package in GRAT. There is the Package Name and the Business Name. The value that the user enters in the
RulePackageList list, must reference the Package Name
(not the Business Name) of the rule package.
For more information on how to configure these List Objects, see Appendix C,
“iWD Business Process (IWDBP),” on page 313 .
Rule Evaluation Order
Within all the rules that are configured for a particular phase, the Genesys
Rules Engine will evaluate rules in this order:
246 intelligent Workload Distribution 8.1
Chapter 6: iWD and the Genesys Rules System Rule Evaluation
•
Global rules (package-level)
•
Department rules
•
Process rules
To ensure the Genesys Rules Engine performs its evaluation in this order, the sequential-mode option (in the settings section in the Genesys Rules Engine
Application
) must be set to false.
This is the default setting.
To ensure the Genesys Rules Engine evaluates all rules within a particular phase, within a particular node of the business structure hierarchy, the group-by-level option (in the settings section in the Genesys Rules
Authoring Tool server
Application
) must be set to true.
This is the default setting.
Within the rules that are defined at a particular node of the business structure hierarchy (for example,
Department
), the Genesys Rules Engine will follow the salience (order) that is defined in the rule package. This is controlled by the rules author, who can move rules up and down in the Genesys Rules Authoring
Tool. In the example in Figure 71 , Rule-265 will be evaluated prior to
Rule-294. If the rules author preferred Rule-294 to be evaluated first, he could move that rule up in the evaluation order by using the arrow button on the right side of the rule.
Figure 71: Controlling Rule Evaluation Order
Example: Setting
Rules at a Specific
Phase
Within a set of rules for a particular phase, at a particular node in the business structure hierarchy, an action of one rule can influence a condition in a subsequent rule. To do this, it is necessary to include the update($data) parameter; in the
Rule Language Mapping of the rule action or as a separate rule action. See the following example.
If you had one classification rule at the
Department level that set the priority of a task to
100 and a second classification rule at the
Department level that will increase the priority by
90,
but only if the priority has already been set to
100:
•
The first classification rule would look like this:
WHEN
Priority is not equal to 100
THEN
Set Priority to 100
Update
•
The second classification rule would look like this:
WHEN
Deployment Guide 247
Chapter 6: iWD and the Genesys Rules System Rule Evaluation
THEN
Priority is equal to 100
Increase Priority 90
In the first classification rule, it is important to specify that the priority be set to
100 only when it is not already equal to
100.
This is to avoid a problem where the Genesys Rules Engine might get into a loop during rule evaluation. Also in the second classification rule, there is a rule action called
Update.
The Rule
Language Mapping for this rule action is: update($data);
You could also modify the
Rule Language Mapping of the
Set Priority rule action, to add update($data);
to the end of the
Rule Language Mapping.
For example: setIntValue("Priority", {priority}, $data); update ($data);
In the latter case, however, you would want to create a new version of the
Set
Priority rule action and give it a different Language Expression to help differentiate it, such as
Set extended Priority.
248 intelligent Workload Distribution 8.1
Chapter
7
Global Task List
This chapter describes how to monitor and manage tasks with intelligent
Workload Distribution’s (iWD) Global Task List.
This chapter contains the following section:
Task Management
Task Management allows monitoring and management of tasks that are being processed by iWD:
•
Use Task Monitoring (see
) to view a list of tasks that are associated with different business contexts, as well as details and history for each task.
•
Use Task Operation (see
page 255 ) to override configured task-handling
logic by performing a manual task operations on specific tasks such as
Hold, Resume, Cancel, and Modify.
•
Use Filters (see
) to refine the list of tasks that are available in
Task Monitoring by defining filter criteria and visible task attributes
(columns).
Task Monitoring
Task Monitoring allows you to view a current list of tasks for a number of business contexts:
•
Solution
•
Department
Deployment Guide 249
Chapter 7: Global Task List Task Management
•
Process
•
Capture Point
All of the available contexts are displayed in the navigation tree, as shown in
Figure 72 . When a context is selected, the corresponding list of tasks is
displayed in the Global Task List.
250
Figure 72: Navigation Tree
Global Task List
The Task List displays a list of tasks for the selected business context, as
illustrated below in Figure 73 .
intelligent Workload Distribution 8.1
Chapter 7: Global Task List Task Management
Figure 73: Global Task List
In addition, custom attributes can be made available in the list of Advanced
Filters. See “Configuring Custom Attributes” on page 258
.
Table 40 lists the actions that are available in the Global Task List.
Table 40: Global Task List Actions
Attribute/Action Description
Filter
Advanced Filters
Refines the Global Task List and displayed columns, based on the selected filter. For more information on
filters, see “Filters” on page 257 .
Advanced filters let you further narrow down the tasks that are listed in the Global Task List. Up to three additional conditions can be added to a selected filter. All of the task’s core and extended attributes are available. To add an advanced filter, select the attribute name from the drop down list. Advanced filters cannot be saved and are retained only during an iWD Manager session.
Refresh
Hold, Resume,
Cancel, Modify,
Export to XML
Refreshes the Global Task List.
Performs the corresponding operation on the selected task.
The task is selected if the first column of the task row in the list is checked. To select/deselect all tasks in the list, click the first column in the table header. If no task is checked, but task details are opened for some task, this task is also considered to be selected. For more
information on specific operations, see “Task Operations” on page 255
.
Deployment Guide 251
Chapter 7: Global Task List Task Management
Table 40: Global Task List Actions (Continued)
Attribute/Action Description
Configuration Opens the configuration view of the current business context. This action can be restricted by a security policy.
Click task row
Tooltips
Displays task details. The selected row is marked as illustrated in
.
Displays the whole value in a tooltip when you hover the mouse over the value in any column of the Global Task
List.
Task Details
When a task is selected from the Global Task List, its attributes will be displayed.
shows an example of the Task Details.
252
Figure 74: Task Details
Attributes are broken down into three sections:
•
Top—Core task attributes.
•
Middle—Extended task attributes. These are displayed only when the task has extended attributes.
•
Bottom—Custom task attributes. These attributes can be filtered by configuring the attributeFilterInclude
and attributeFilterExclude properties of the Interaction Server Connector service (see
User-friendly on-screen labels for custom attributes can also be configured.
See “Configuring Custom Attributes” on page 258
.
You can view the offset from the current time for attributes that display a timestamp, such as Task Due D/T, by moving the mouse cursor on top of the attribute. The offset is displayed in a hint.
intelligent Workload Distribution 8.1
Chapter 7: Global Task List Task Management
You can also hover your mouse over an task attribute and view the whole value of the task attribute as a tooltip.
Task History
Task History can be viewed by clicking the
History
tab in the Task Details view. It displays all of the task attributes’ values and the task history events.
Table 41 lists the attributes and actions that are available in the Task History.
Table 41: Task History Attributes
Attribute/Action Event
Date/Time
Actor
Event Code
NEW
Description
The date/time when the event occurred.
Shows who triggered the event. This is empty for iWD system-triggered events.
Task has just been created.
CLASSIFY_START
CLASSIFY
PRIORITIZE_START
PRIORITIZE
HOLD
Task classification has started.
Task classification has finished.
Task initial prioritization has started.
Task initial prioritization has finished.
Task is held. This can be triggered by the task source system or by the user with the task Held operation (see
).
Deployment Guide 253
Chapter 7: Global Task List Task Management
Table 41: Task History Attributes (Continued)
Attribute/Action Event
Event Code (cont)
RESUME
REJECT
ERROR
UPDATE
UPDATE_COMPLETE
ASSIGN
FINISH
FINISH_RETURN
Description
Task is resumed from the held state. This can be triggered by the task source system or by the user with the task Resume
).
Task was rejected. Either the department or the process to which the task was associated is expired or not yet active.
A processing error has occurred, and the task was held for that reason.
Task attributes are updated. This can be triggered by a task source system or based on updates to a task’s attached data from a routing strategy or Genesys Interaction
Server client such as an agent or knowledge worker’s desktop application.
Task attributes are updated after a task is completed.
Task is assigned to an agent.
Agent has finished working on the task.
Agent has returned the task to queue.
254 intelligent Workload Distribution 8.1
Chapter 7: Global Task List Task Management
Table 41: Task History Attributes (Continued)
Attribute/Action
Event Code (cont)
Event
STOPPED
COMPLETE
Description
That task has stopped
(removed from database).
Task is completed
The task is queued.
QUEUE
DISTRIBUTE_QUEUE
The task is put into a queue.
DISTRIBUTE_WORKBIN
The task is put into a workbin.
REPRIORITIZE
Task reprioritization has finished.
Event A formatted description of the event.
Task Operations
Task operations provide the ability to override manually the configured task-handling business logic. Task operations are performed on the selected
task, as described in “Task Monitoring” on page 249
.
Hold Tasks
The Hold Tasks operation holds the selected task. When a task is held, it will not be reprioritized or distributed, but it can be canceled, updated, restarted or resumed.
Resume Tasks
The Resume Tasks operation resumes processing of a held task. Only held tasks can be resumed.
Cancel Tasks
The Cancel Tasks operation permanently cancels processing of the selected task. A task cannot be canceled if it has been completed, canceled, or rejected.
A task can be canceled if it is already in an Assigned state.
Deployment Guide 255
Chapter 7: Global Task List Task Management
Modify Tasks
The Modify Tasks operation allows an update of a number of task attributes and, optionally a restart of the task.
shows an example.
Figure 75: Modify Task
An attribute will be updated only if the check box that is next to it is checked; it will be checked automatically if a value of the corresponding field has changed. If the task is also restarted, its status is set to
New
, and it is classified and prioritized again in the same way as a new task.
The setUpdateTrigger Function in URS
The URS setUpdateTrigger
function can be used in the Distribution routing strategy prior to the task (interaction) going to the Target block. Then, while the task (interaction) is in the Target block waiting to be routed to an agent, if the Priority attribute is modified through the Global Task List, the internal queue in URS will take this new priority into account. Refer to the Universal
Routing 8.1 Reference Manual for more information about this function.
Note:
The setUpdateTrigger
function was introduced in URS 8.0.1.
Example—Save & Restart
Consider the following use case: a task is assigned to a Process, but that
Process has a start date that is in the future. In this scenario, the task is placed into the iWD_Rejected
queue. How can this task be re-initiated once the start
256 intelligent Workload Distribution 8.1
Chapter 7: Global Task List Task Management date of the Process has been reached? In order to re-initiate processing of this task, you must perform a
Save & Restart
in the Global Task List. Processing of the task will not re-initiate automatically.
Select one or more tasks in the Global Task List and click on the
Modify
button.
At the bottom of the screen, click
Save & Restart
. You do not have to modify any attributes. The result is that the interaction (task) will be placed back into the iWD_New
queue in the iWD business process.
This
Save & Restart
action might be taken if the task is in the
Rejected
status, or potentially for other business reasons where the task should be treated as if it has just been captured.
Export Tasks to XML
The Export Tasks to XML operation exports all selected tasks from the Global
Task List to an XML file. The XML file will contain all of the available attributes for each task in the standard iWD format.
Once it has been exported, a task from an XML file can be imported into a third-party application (such as Microsoft Office Excel) for further analysis and processing.
Filters
Filters allow you to refine the list of tasks that are displayed in the Global Task
List. Each filter is defined by a set of filter criteria (optional) and table columns that will be displayed in the Global Task List.
shows an example.
Deployment Guide
Figure 76: Filters
257
Chapter 7: Global Task List Task Management
Figure 42 lists the attributes and actions that are available in Filters view.
Table 42: Filter Attributes
Attribute/Action Description
Name
Public
The name of the filter.
Whether the filter will be available to all users (checked)
or only the current user (unchecked). See “Security
Filter Criteria
Table Columns
Tasks that do not match the defined criteria will be excluded from the Global Task List when the filter is selected. New criteria conditions can be added by selecting them from the
Select criteria to add drop-down list. Some criteria conditions are parameterized; for such conditions, parameters can be configured directly in a criteria table (such as, status for
Status is ... criteria). Custom attributes can be used in many of the filter criteria, with proper configuration. See
“Configuring Custom Attributes” on page 258 .
The Global Task List will display these columns when the filter is selected. Columns can be added, removed, and reordered. A user can select from a list that includes all iWD core and extended attributes, by default. With proper configuration, custom attributes can be also be selected.
See “Configuring Custom Attributes” on page 258 .
Save, Save & Close,
Cancel, Delete
Standard iWD Manager functions as described in “iWD
.
Configuring Custom Attributes
When you capture a task from a source system and that task has custom attributes in it, you will need to configure the system properly so that each custom attribute is recognized. Several steps are required to ensure the custom attribute:
•
Appears on the Global Task List with a user-friendly label and can be used in advanced and custom filters.
•
Can be properly populated in iWD Data Mart.
•
Can be used in the
Condition, Order,
and
Segmentation tabs of
Views in
Genesys Business Processes.
258 intelligent Workload Distribution 8.1
Chapter 7: Global Task List Task Management
To configure the custom attribute complete the tasks in the
Configuring a Custom Attribute .
Task Summary: Configuring a Custom Attribute
Objective Related Procedures and Actions
Add database columns and Interaction
Custom Property for Custom
Attributes.
1. Add a unique column in the Interaction Server database interactions table to store the value of this custom attribute.
2. Create a new Business Attribute to correspond to the custom attribute and map it to the new database column you added in the Interaction Server database interactions table.
3. Add a unique column to two tables in the Interaction Server
Event Log database to store the value of this custom attribute.
4. Add two new options on the Interaction Server Event Log
Database Access Point application to refer to the newly-added database columns in the Interaction Server
Event Log database.
To actions
in this task summary, see the
Adding new database column(s) and Interaction Custom
Property for each Custom Attribute, on page 259
.
Edit the resource file on the application server.
5. Edit this file to indicate how you want the custom attribute to be labeled on the Global Task List.
See
Procedure: Editing the iWD Manager’s Resource File, on page 261
Procedure:
Adding new database column(s) and Interaction
Custom Property for each Custom Attribute
Purpose: To add new database columns and interaction custom properties to custom attributes.
Start of procedure
1. Decide on the name of the interaction user data key that will store the value of your custom attribute.
This is the value you will use in the
CreateTask message when you create new task from an iWD capture point (see description of the
CreateTask
Deployment Guide 259
Chapter 7: Global Task List Task Management
Note:
If your custom attribute is going to be used to store a timestamp, ensure the name of the interaction user data key ends with
DateTime,
(for example,
CustomDateTime
). Then, the custom attributes that appear on the
Attributes tab of the Global Task
List will be properly formatted as date and time. For example,
December 31, 2012 9:30 PM,
instead of
2012-12-31T21:30:00Z.
2. In your database server’s Administration Console, add a new column to the
Interaction Server database interactions table.
This column can be a timestamp, string, or number. The exact data types will differ depending on the type of database server you are using. The name of this column does not necessarily need to match the interaction user data key that is storing the custom attribute.
Notes:
If your custom attribute is going to be used to store a timestamp, ensure this column name ends with
DateTime,
(for example,
CustomDateTime
). Then, when you create a Global Task List filter with this custom attribute or use it in an advanced filter, the user will see a calendar control to pick the date,
Properties with the
Timestamp data type cannot be used on the
Segmentation tab of
Views in a Genesys Business Process.
If you specify a custom database field as not null, you must ensure that you provide some data to that field upon creation of a task. If no data is provided, the request will fail because Interaction Server sends
NULL for empty fields, which will be rejected by the DBMS.
3. In Genesys Administrator or Configuration Manager, create a new
Business Attribute under the tenant you are working with for this iWD
Solution (if an attribute already exists go to the next step):
a. Create a new Business Attribute with the following properties:
Name:
InteractionCustomProperties
Display Name:
Interaction Custom Properties
Type:
Custom
b. Expand
Interaction Custom Properties and open
Attribute values.
The name of the
Attribute value must match exactly, the interaction user data key name that you used in
. The matching of names is case-sensitive. (You can create a separate display name.)
c. In the new
Attribute value,
go to the
Annex tab and create a section named translation.
260 intelligent Workload Distribution 8.1
Chapter 7: Global Task List Task Management
d. In the translation section, create an option named translate-to,
with a value name that matches the name of the database field you created in
Note:
will affect the correct population of the custom task attribute in iWD Data Mart and ensure that the Global Task List's
History tab is correctly populated. If you complete these steps, the
History
tab will display an event whenever the value of the custom attribute is updated.
4. In your database server's Administration Console, add a new column to the
Interaction Server Event Log database, in both the rpt_esp and rpt_interaction tables.
Use the same data type for this column as you did in
5. Create two new options on the Interaction Server Event Log Database
Access Point application, as follows:
a. Using Genesys Administrator or Configuration Manager, open the
Interaction Server Event Log Database Access Point application object.
b. On the
Options tab, in the esp-custom-data section, add a new option with a name that matches the attached data key from
value that matches the new database column that you added in Step 4
.
c. In the itx-custom-data section, add a new option with a name that matches the attached data key from
, and a value that matches
the new database column added in Step 4
.
6. Restart Interaction Server.
End of procedure
Editing the iWD Manager’s Resource File
By default, the on-screen labels you will see on the Global Task List's
Attributes tab of the Task Details panel for all custom task attributes will be the interaction user data keys. These labels may not be very user-friendly. For example they might include multiple words concatenated, or they might use underscore characters or have odd capitalization.
Procedure:
Editing the iWD Manager’s Resource File
Purpose: To configure user-friendly labels for custom task attributes by adding into a resources file, the labels that you want to see and that will be used by iWD Manager.
Deployment Guide 261
Chapter 7: Global Task List Task Management
Start of procedure
1. Stop your application server.
2. Inside the iwd_manager application folder, which will be in the webapps folder of your application server, navigate to the
.../WEB-INF/classes/evo/cmc/ui/resources directory, or if you are using a localized version of iWD Manager, navigate to the
.../WEB-INF/classes/lang/evo/cmc/ui/resources directory.
3. Create a new text file called resources_custom.properties ( if it does not already exist).
4. In the resources_custom.properties file, add a line for each custom attribute for which you want to define an on-screen label, by using the following format:
TASK_attribute_key=Attribute Label
Where:
—
attribute_key matches the interaction user data key of the custom attribute from
Step 1 in Procedure: Adding new database column(s) and Interaction Custom Property for each Custom
.
—
Attribute Label
is the user-friendly string you want to display on the Global Task List. For example, if your custom attribute's user data key is
MyAttribute,
but you want it to display as
My Custom
Attribute on the Global Task List, your entry would look like this:
TASK_MyAttribute=My Custom Attribute.
Note:
This label will be used in the following places in the Global Task
List:
•
As the label for this attribute on the
Attributes tab of the
Task
Details panel.
•
In the
Select columns to add drop-down list on the
Filters page.
•
As the column header if you add this custom attribute as a column in the task table when you are creating a custom filter.
5. In the same resources_custom.properties file that was used in the
Procedure: Adding new database column(s) and Interaction Custom
Property for each Custom Attribute, on page 259 , add a new line for each
custom attribute, by using the following format:
FILTER_ATTR_attributedb_column_name=Attribute Label
Where:
—
attributedb_column_name matches the column name that you added to the interactions table in
in the
Procedure: Adding new database column(s) and Interaction Custom Property for each
.
262 intelligent Workload Distribution 8.1
Chapter 7: Global Task List Task Management
—
Attribute Label is the user-friendly string you want to display in the Global Task List. For example, if the name of the database column is my_attribute, this line in the resources_custom.properties file would look like this:
FILTER_ATTR_my_attribute=My Custom Attribute.
Note:
This label will be used in the following places in the Global Task
List:
•
In the
Advanced Filters drop-down list.
•
In the attributes drop-down list that you use to add a custom attribute in a filter criterion, when you are creating or editing a
Global Task List filter.
6. Restart the
iwd_manager application on your application server for the changes to become effective.
Note:
If the user-friendly labels need to be localized, create a separate file for each supported locale. Use the following name pattern for the file: resources_custom_xx[_YY].properties,
where xx and
YY are language code and country code, respectively. Also, do not use
Unicode or any language-specific encoding for the properties files. Use ISO-8859-1 encoding, which supports only a few
Western languages. Encode resources in other languages by using escape sequences, such as the native2ascii program, which is a part of the Oracle JDK.
End of procedure
Deployment Guide 263
Chapter 7: Global Task List Task Management
264 intelligent Workload Distribution 8.1
Chapter
8
High Availability
This chapter describes high-availability and redundancy in iWD. This chapter is divided into the following sections:
Configuring Multiple Business Context Management Services, page 266
Deploying Services on Multiple Runtime Nodes, page 268
Interaction Server Redundancy, page 269
Redundancy
A redundant service configuration maintains application availability by eliminating all single points of failure within the application itself. iWD provides the option of distributed deployment across logical and physical servers to minimize single points of hardware or OS/application-service software failures.
Figure 77 illustrates this configuration.
In addition to this distributed architecture, a redundant solution typically comprises two services:
•
A primary service that runs during normal operations
•
A backup service that supports the primary service in case of failure, with a failover mechanism that ensures that the backup will take over from the primary service in case of service failure.
Deployment Guide 265
Chapter 8: High Availability Configuring Multiple Business Context Management Services
Figure 77: Distributed Deployment with Centralized Management
High Availability for iWD Components
In iWD 8.1, the following legacy iWD Capture Points support hot standby:
XML File Capture Point, Database Capture Point, and WebSphere MQ
Capture Point.
The Interaction Server Integrated Capture Points support warm standby. For more information about this support, see the eServices 8.1 Deployment Guide.
Configuring Multiple Business Context
Management Services
It is possible to configure multiple Business Context Management Services
(BCMS) for purposes of high availability or load balancing.
It is important to remember that from a Genesys Configuration Server perspective, the BCMS is a third-party server to which Interaction Server establishes a connection in order to prepare the interaction user data prior to the Genesys Rules Engine being invoked from a routing strategy. Interaction
Server manages the connection to the BCMS, and how it passes on requests to the BCMS depends on several factors, which will differ depending on the goal of the configuration. The first option is a primary/backup configuration. The second option is a load balancing configuration.
266 intelligent Workload Distribution 8.1
Chapter 8: High Availability Configuring Multiple Business Context Management Services
Primary/Backup Configuration
You can configure multiple BCMS in a primary/backup mode. On the BCMS applications themselves (the applications defined in Configuration Server, not the services configured through iWD Manager), you will configure one as primary and one as backup. They can be on the same host or on different hosts, but the ports must be different. On the
Connections
tab of the Interaction
Server application you will only specify the primary BCMS.
On the
External Service
blocks in your routing strategies, where the BCMS external service is invoked, you should list the name of your BCMS
application that is serving as the primary. See also “Business Context
Management Service” on page 187
and “Configuration of List Objects” on page 314 .
You will also need to configure two BCMS services in iWD, each of which will correspond to one of the applications defined in Configuration Server.
Load Balancing Configuration
In this scenario, you do not configure the BCMS applications as primary/backup. Configure your two BCMS applications as an “application cluster”. You do this by creating a new Third Party application in
Configuration Server of type
ApplicationCluster
(the application template is on the Interaction Management DVD and must be imported first). When you create the application, give it a meaningful name such as
BCMS_Cluster_1
.
Because you need to define different BCMS applications for each Solution in iWD, it is recommended to number the application clusters or use some other nomenclature so you can understand the correlation. In the
Connections
tab of this
ApplicationCluster
object you will add connections to your two (or more)
BCMS applications. In the
Connections
tab of your Interaction Server, add a connection to this
ApplicationCluster
.
Now, in the List Object (see “Configuration of List Objects” on page 314 )
where the correspondence between the BCMS application names and the iWD
Solution IDs is defined, instead of using an actual BCMS application name, you will use the name of your application cluster, such as
BCMS_Cluster_1
.
You will not have to change the default logic in the
IWDBP
business process, because the routing strategies will use that List Object to retrieve the name of the ESP application based on the iWD Solution ID. In this case, it will retrieve the name of the
ApplicationCluster
application, which will instruct Interaction
Server to use the two BCMS applications under that cluster when making requests to the external service.
Note:
Refer to the eServices (Multimedia) 8.1 User’s Guide for more information about using Application Clusters for high availability of
ESP Servers.
Deployment Guide 267
Chapter 8: High Availability Deploying Services on Multiple Runtime Nodes
ESP Object in Interaction Routing Designer
If you do not have the option in IRD to select an application cluster in the
External Service Protocol (ESP) object, you can update the options for your
IRD application. In the default
section, add an option named tools-tuneup and set the value to extended
. Restart IRD.
Deploying Services on Multiple Runtime
Nodes
A Solution’s services can be deployed on multiple runtime nodes. For example:
•
“Backup” services should be deployed on a separate runtime node from
“Primary” services.
•
Data Mart-related services should be deployed on yet another runtime node, separate from the backup and primary services
The following procedure provides deployment steps for installing and configuring multiple Runtime Nodes.
Procedure:
Deploying Services on multiple Runtime Nodes
Purpose: To install and configure multiple Runtime Nodes in your environment.
Start of procedure
1. Install additional Application Server(s) (for example, additional instances of Tomcat).
2. Run the iWD Runtime Node setup on every Application Server.
3. Add additional Runtime Node application(s) in Configuration Manager or
Genesys Administrator that map to each installed Runtime Node.
4. Add Runtime Node(s) in iWD Manager for each installed Runtime Node.
5. Install iWD Data Mart, specifying the iWD Runtime Node to which it is being deployed.
End of procedure
Next Steps
•
Configure iWD Services in iWD Manager, specifying the desired Runtime
Node.
268 intelligent Workload Distribution 8.1
Chapter 8: High Availability Interaction Server Redundancy
Interaction Server Redundancy
For information about high-availability and how Interaction Server supports redundancy, see the eServices 8.1 User’s Guide.
Deployment Guide 269
Chapter 8: High Availability Interaction Server Redundancy
270 intelligent Workload Distribution 8.1
Appendix
A
Task Attributes and
Interaction Properties
This appendix describes the task and attribute properties that are supported in iWD 8.1.
It contains the following sections:
Interaction Custom Properties, page 275
Task Attributes
iWD task attributes are separated into three categories:
•
Core
•
Extended
•
Custom
Most of the iWD task attributes can be set when a task is created or updated through an iWD capture adapter, although some, such as interaction ID, are set by iWD components or by Interaction Server. Most of the task attributes are displayed in the
Attributes
tab when a task is selected in the Global Task List.
These attributes are maintained as pieces of attached data of the interaction, as it is stored in the Interaction Server’s interactions database table. Some of the attributes are stored in independent columns in that database table, while others are stored in a binary (BLOB) format in a column in the interactions table called flexible_properties
.
There are many reasons to update or access the data stored in the iWD task attributes, including:
•
Setting the value of one or more task attributes as part of an iWD message such as
CreateTask
, when working with an iWD capture adapter.
Deployment Guide 271
Appendix A: Task Attributes and Interaction Properties Task Attributes
•
Reading or updating task attributes in business rules.
•
Using the data in the
Condition
,
Order
, and
Segmentation
tabs of Views in
Genesys Business Processes.
Note:
You cannot use properties with a
Timestamp
data type on the
Segmentation tab.
•
Reading or updating the data contained in task attributes within a routing strategy.
•
Making the data available to an agent or knowledge worker desktop application, either to display to the agent or to facilitate a screen pop.
•
Filtering the display of the Global Task List.
Note:
There are specific columns in the interactions
table that you should
not change. Please refer to Chapter 8, “Interaction Properties”, in the
eServices 8.1 User’s Guide.
Table 43 provides information about how the iWD task attributes map to the
columns in which their values are stored in the interactions database table, as well as the key name that is used in the attached data of the interaction, and the label used for that attribute as it appears on the
Attributes
tab of the Global
Task List.
For details about how these task attributes are used in iWD messages such as
CreateTask,
see “iWD Messages” on page 291
.
Table 43: Task Attribute Mapping
Task Attribute Column Name in
Interactions Table
Type Interaction
Attached Data
Key
Label in Global
Task List
Core Attributes
BrokerId
Status a mediaType
TenantId businessCalendar
Id
DepartmentId
Id queue media_type
IWD_tenantId in
<flexible_properties>
IWD_departmentId
String
String
String
String
String
String
InteractionId
Queue
MediaType
IWD_tenantId
IWD_business
CalendarId
IWD_departmentId
ID
Status
Media Type
Tenant
Business Calendar
Department (name is shown instead of ID)
272 intelligent Workload Distribution 8.1
Appendix A: Task Attributes and Interaction Properties Task Attributes
Table 43: Task Attribute Mapping (Continued)
Task Attribute Column Name in
Interactions Table
IWD_ext_customer
Segment
Type
IWD_ext_customer
Segment
Label in Global
Task List
ProcessId
Channel
Category
CapturePointID
String
IWD_processId
IWD_channel
IWD_Category
Process (name is shown instead of
ID)
Channel
Category
Capture Point
(value is shown instead of ID)
Capture ID
Capture D/T
CaptureId
CreatedDateTime
Priority
ReprioritizeDate
Time
AssignedToUser external_id received_at assigned_to
String
ExternalId
Timestamp
ReceivedAt
DistributionPoint
Id
IWD_distributionPointId
String
ActivationDate
Time
IWD_activationDateTime
Timestamp
IWD_distribution
PointId
BusinessValue
DueDateTime
IWD_businessValue
IWD_dueDateTime
Distribution Point
Activation D/T
Integer
IWD_businessValue
Business Value
Timestamp
IWD_dueDateTime
Task Due D/T priority
Integer
Priority
IWD_reprioritizeDateTim e
Timestamp
IWD_reprioritize
DateTime
Priority
Reprioritization
D/T
Assigned To
AssignedDateTime assigned_at
-
ExpirationDate
Time
-
IWD_processId
IWD_channel
IWD_category
IWD_capturePointId completed_at
IWD_expirationDateTime
IWD_solutionId
Extended Attributes
String
String
String
IWD_capturePoint
Id
String
RTargetAgent
Selected
Timestamp
AssignedAt
Timestamp
CompletedAt
Timestamp
IWD_expiration
DateTime
String
IWD_solutionId
-
Assigned D/T
Completed D/T
Expiration D/T
CustomerSegment
String
Interaction
Attached Data
Key
Customer
Segment
Deployment Guide 273
Appendix A: Task Attributes and Interaction Properties Task Attributes
Table 43: Task Attribute Mapping (Continued)
Task Attribute Column Name in
Interactions Table
myCustomAttribute in
<flexible_properties>
Type Label in Global
Task List
CustomerId
ProductType
ProductSubtype
RequestedAgent
Group
IWD_ext_customerId
IWD_ext_productType
IWD_ext_sourceProduct
Subtype
IWD_ext_requestedAgent
Group
String
String
String
String
IWD_ext_customerI d
Customer ID
IWD_ext_product
Type
Product
IWD_ext_product
Subtype
Subproduct
IWD_ext_ requestedAgent
Group
Requested Agent
Group
RequestedPlace
Group
IWD_ext_requestedPlace
Group
String
IWD_ext_ requestedPlace
Group
Requested Place
Group
SourceTenant IWD_ext_sourceTenant
String
IWD_ext_source
Tenant
TOS Tenant
SourceProcessType IWD_ext_sourceProcess
Type
SourceProcess
Subtype
SourceFirst
CreatedDateTime
IWD_ext_sourceProcess
SubType
IWD_ext_sourceFirst
CreatedDT
SourceCreatedDate
Time
IWD_ext_sourceCreated
DateTime
SourceDueDate
Time
ResultCode
RequestedAgent
IWD_ext_sourceDueDateTi me
Timestamp
IWD_ext_source
DueDateTime
IWD_ext_resultCode
String
IWD_ext_result
Code
IWD_ext_requestedAgent
String
RequestedSkill IWD_ext_requestedSkill
String
IWD_ext_source
ProcessType
String
IWD_ext_source
ProcessSubtype
Timestamp
IWD_ext_source
FirstCreatedDate
Time
Timestamp
IWD_ext_source
CreatedDateTime
String
-
TOS Process
TOS Subprocess
TOS Created D/T
TOS Due D/T
Result Code
IWD_ext_requested
Agent
Requested Agent
IWD_ext_requested
Skill
Requested Skill
Custom Attributes
String
Interaction
Attached Data
Key
myCustomAttribute myCustom
Attribute
274 intelligent Workload Distribution 8.1
Appendix A: Task Attributes and Interaction Properties Interaction Custom Properties
Table 43: Task Attribute Mapping (Continued)
Task Attribute
Archive
Destination b
ESP_Result
ESP_Error
Column Name in
Interactions Table
in
<flexible_properties> in
<flexible_properties> in
<flexible_properties>
Type
String
String
String
Interaction
Attached Data
Key
Archive
Destination
ESP_Result
ESP_Error
Label in Global
Task List
Archive
Destination
ESP_Result
ESP_Error a. The value of
Status does not correlate directly to the contents of the queue column in the interactions table. It is dynamically calculated, taking into account information such as the queue and whether the task is held or not. Because the contents of the Status column are dynamically calculated, rather than being read from a database table, the Global Task List cannot be sorted by the Status column. You should use filters instead, if you are interested in focusing in on the contents of the list by this criterion.
b. Archive Destination has been maintained from iWD 8.0 and 8.1.0 releases. However, due to changes in task
.
Interaction Custom Properties
If you want to use the value of a task attribute in the
Condition
,
Order
, and
Segmentation
tabs of Views in Genesys Business Processes, or if you want to filter or sort the display of the Global Task List by using a task attribute, that task attribute must be represented in an independent column in the Interaction
Server’s interactions
database table. If that task attribute is inside the binary data in the flexible_properties
column, you must create an Interaction
Custom Property that corresponds to that attribute. The data type of the property can be a timestamp, string, or number.
Note:
Properties with the Timestamp data type cannot be used on the
Segmentation
tab of Views in a Genesys Business Process.
Deployment Guide 275
Appendix A: Task Attributes and Interaction Properties Interaction Custom Properties
Procedure:
Configuring a custom interaction property
Start of procedure
1. Decide on an attached data key that will be the source of the content of the custom property.
2. Create a new field directly in the
interactions database.
3. Create a new Business Attribute:
Name =
InteractionCustomProperties
Display name =
Interaction Custom Properties
Type =
Custom
If such an attribute already exists go to the next step.
4. Expand
Interaction Custom Properties and open its
Attribute values.
5. Give it an
Attribute Value
, with a name exactly matching the attached data key name that you decided on in Step 1. The matching is case sensitive (you can create a separate display name).
6. In your new attribute value, go to the
Annex tab and create a section called translation.
7. In the new
translation section, create an option called
translate-to,
with its value duplicating the name of the new field you created in Step 2
.
8. If required, configure user-friendly labels for any custom attribute, that will appear in the Global Task List's
Attributes tab, in the list of
Advanced
Filters, and the list of attributes that are used when you are building
custom filters. See “Configuring Custom Attributes” on page 258
.
End of procedure
Note:
If you specify a custom field as not null, you must ensure that you provide some data to that field upon creation of a task. If no data is provided, the request will fail because Interaction Server sends NULL for empty fields, and that will be rejected by the DBMS.
276 intelligent Workload Distribution 8.1
Appendix
B
Legacy iWD Capture Point
Services
This chapter contains information about the legacy iWD Capture Point services. These Capture Point services were first provided in iWD 7.6.1 and were carried forward to iWD 8.0.
If you are deploying a new iWD 8.1 Solution (as opposed to upgrading to iWD 8.1 from 7.6.1 or 8.0), Genesys recommends you use the Capture Points that are integrated with Interaction Server (also known as Integrated Capture
Points, or ICPs). The information in this chapter is provided for those customers who choose to continue to use the legacy Capture Point services.
It contains the following sections:
Installing and Configuring Legacy iWD Capture Points, page 278
Legacy Capture Point Service Details, page 281
Overview
Capture points represent an interface that feeds tasks to iWD. There are three out-of-the-box legacy iWD Capture Point services:
•
Web Service Capture Point Service—Enables third-party applications to submit tasks to iWD through a Web service interface. It also provides an interface that is used to manage submitted tasks, such as holding and restarting.
•
Database Capture Point Service—Captures tasks directly from database tables. Configuration of this Capture Point Service is based on Structured
Query Language (SQL).
Deployment Guide 277
Appendix B: Legacy iWD Capture Point Services Installing and Configuring Legacy iWD Capture Points
•
XML File Capture Point Service—Captures tasks from Extensible Markup
Language (XML) files. The files must comply with the iWD Task XML schema.
The XML File Capture Point Service supports optional message transformation, where a transformation script is used to transform the inbound message from the native source system XML format to the native iWD XML format. Likewise, transformation of outbound messages from iWD to the source system is supported. These scripts are written in the Groovy scripting language and are executed by the iWD Scripting Service.
Important Information About Legacy iWD WebSphere
MQ Capture Point Service
In iWD 7.6.1 and 8.0, Genesys also offered an optional WebSphere MQ
Capture Adapter. (In iWD 7.6.1, the product was known as the iWD MQ
Series Capture Adapter.) In iWD 8.1, this optional Capture Adapter (Capture
Point) is no longer offered. Instead, Genesys recommends that iWD 8.1 customers, who need to connect to a source system through the IBM
WebSphere MQ Server, do so through the iWD JMS Integrated Capture Point
(which is sold under the name v8.1 - iWD JMS Capture Adapter). If you have an active support agreement and previously purchased the iWD MQ Series
Capture Adapter or iWD WebSphere MQ Capture Adapter, you are entitled to use the iWD JMS Capture Adapter license at no cost. For more information about this license, contact your Genesys sales representative.
Installing and Configuring Legacy iWD
Capture Points
This section describes the installation and configuration of the legacy Capture
Points (Web Service, XML File, and Database) and also describes the configuration properties for these services.
To use one of the legacy iWD Capture Point services, the services must be created and deployed under an iWD Solution, on a Runtime Node. The first step is to import the iWD Capture Point service templates so that they can be used to create new services.
Note:
Importing the template is not necessary if you are upgrading from a previous iWD release to iWD 8.1and have already imported the capture point services to your iWD 8.0 deployment. When the iWD configuration database is upgraded to 8.1 (which occurs automatically the first time you launch iWD Manager 8.1), the Capture Point services will still be present in the configuration.
278 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services Installing and Configuring Legacy iWD Capture Points
Before importing the service templates, determine if you will need to use XML message transformation. This will be used by the legacy XML File Capture
Point Service, if the inbound XML messages are not already in the iWD XML message format. In that case, the message can be transformed by a Groovy script that is executed by the iWD Scripting Service. Sample inbound and outbound Groovy transformation scripts, along with the service template for the Scripting Service, are included in the iwd_transform.xml configuration file.
Procedure:
Importing the Capture Point and Transformation configuration XML files to iWD Manager
Purpose: To import the Capture Point configuration XML file and
Transformation configuration XML file (optional) to iWD Manager
Summary
In this procedure, importing the Transformation configuration XML file is optional.
Prerequisites
•
iWD Manager, the iWD Runtime Node, and all required components are installed.
•
The Application servers are started. (If applications are running on
WebSphere, they are also started.)
Start of procedure
1. Launch and log in to iWD Manager.
2. In the
General section of the
System tenant, open
Import/Export.
3. From the
<iWD Manager installation directory>\config directory, import the iwd_capture.xml file to iWD Manager.
4. (Optional) If you plan to use XML message transformation, from the
<iWD
Manager installation directory>\config directory, import the iwd_transform.xml.
A message will appear on the bottom of the screen after each import, to indicate that the import was successful.
End of procedure
Deployment Guide 279
Appendix B: Legacy iWD Capture Point Services Installing and Configuring Legacy iWD Capture Points
Next Steps
•
Create the Capture Point service(s) that you need, under your iWD
Solution. See Procedure: Creating a new Capture Point service under your iWD Solution, on page 280
.
•
Optionally, if you are using message transformation, create a new Scripting
Service under your Solution.
Procedure:
Creating a new Capture Point service under your iWD
Solution
Purpose: To create a new Capture Point service under the iWD Solution.
Start of procedure
1. Launch and log in to iWD Manager.
2. Open the iWD Managed Tenant under which your Solution is configured.
3. On the navigation bar, open
Services.
4. First expand your iWD Solution and then, the
Services node.
5. Click the
New Service link.
6. Select the appropriate service template from the drop-down list for the type of legacy Capture Point service you want to configure.
7. In the
Description field, enter a description.
Note:
A description is not required, but can be populated, if desired.
8. Enter the configuration properties for the service.
For a description of all of the configuration properties for each of the iWD
legacy Capture Point services, see “Legacy Capture Point Service Details” on page 281
.
9. Save the service.
10. Deploy the Solution.
End of procedure
Next Steps
•
If you are using XML message transformation, repeat the steps in this procedure to add a Scripting Service to your Solution, making the relevant changes where necessary.
280 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services Legacy Capture Point Service Details
•
Create inbound and outbound Groovy transformation scripts for use in your Scripting Service. Sample transformation scripts are included in the iwd_transform.xml configuration file.
Legacy Capture Point Service Details
This section provides details about the iWD legacy Capture Point Service.
Web Service Capture Point
The Web Service Capture Point Service is an iWD service that allows third-party systems to submit and manipulate tasks in iWD via a SOAP Web
Service interface.
Note:
When developing an integration to a source system using the iWD
Web Service Capture Adapter in a .NET environment, .NET
Framework 2.0 or higher must be in place.
For more information on the Web Service Capture Point, see the iWD Web
Service Capture API documentation.
Note:
The iWD Web Service Capture API documentation is available at
https://sites.google.com/a/iwdlab.com/iwd8/capture/webservice
are configurable for the Web Service
Capture Point.
Table 44: Web Service Capture Point Properties
Property
startAutomatically logLevel checkIfAlreadyCaptured
Description
Indicates whether the service should be started automatically after the configuration deployment.
The Service log level. This should be set to
Default
unless otherwise instructed by Genesys Technical Support. See
for a description of each log level. Depending on the setting of this property, additional logging properties might be available.
common properties.
If true, iWD will verify whether another task that has a given captureId
has already been captured.
Deployment Guide 281
Appendix B: Legacy iWD Capture Point Services Legacy Capture Point Service Details
Table 44: Web Service Capture Point Properties (Continued)
Property
timezone defaultMediaType defaultTaskExpirationInDays interactionServerConnector webserviceURLMapping stringOnlyParameters timeZoneIsSupplied
Description
The time zone of the Web Service Capture Point. Date/time values will be converted from the specified time zone to UTC, before those values are stored in the iWD. If this parameter is not specified, it defaults to the tenant time zone.
The media type attribute that will be assigned to tasks captured by the capture point. The list of available media types is retrieved dynamically from Configuration Server. In Configuration Server itself, the media type attribute is configured as a type of Business
Attribute. The default media type used by the capture point may be overwritten if it is specified in the
<mediaType>
attribute in the
<CreateTask> message.
The default task expiration date. All tasks that are captured by this capture point will expire after the specified amount of days. This value can be overridden by explicitly specifying the task expirationDateTime
attribute in the capture data.
Mandatory dependency: The Interaction Server Connector service
) that should be used for connectivity to the Interaction
Server.
The Webservice URL mapping. The URL is composed as follows:
<runtime node context URL>/services/ <webserviceURLMapping>
, for example: http://server:8080/iwd_node/services/webserviceCapturePoint
.
To retrieve a WSDL file for the Webservice, attach
?WSDL
to the URL.
If selected, only string parameters will be accepted.
If this property is selected ( timezoneIsSupplied
=
ON
), then:
• If the datetime has a timezone set, the date is treated as submitted in that timezone.
• If the datetime has no timezone set, the date is treated as submitted in the capture point’s timezone.
The time format includes the timezone designator and the time without milliseconds, separated by a
T
:
(yyyy-MM-dd'T'HH:mm:ssZZ).
For example:
2008-07-21T21:00:00+01:00
If this property is not selected ( timezoneIsSupplied
=
OFF
), then:
• If the timezone is present in the datetime string, it is ignored, and the datetime is treated as submitted in capture point’s timezone
282 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services Legacy Capture Point Service Details
XML File Capture Point
The XML File Capture Point is an iWD service for capturing tasks from XML files. The XML files can be formatted according to the standard iWD XML
message schema (described in detail in “iWD Messages” on page 291 ) or in a
custom XML format.
To handle custom XML formats, two transformation scripts must be created: one for input transformation, and one for output. iWD currently supports the
Groovy scripting language for these purposes. For more information on transformation scripts, see the standard iWD input and output transformation scripts that are included in the iWD core package.
These transformation scripts are enabled if you import the
iwd_transform.xml
file into the iWD
System or managed tenant. The
iwd_transform.xml
file is installed when you install the iWD Manager installation package, in the
config
directory. For example, at
C:\Program Files\GCTI\iWD Manager\config
.
In addition to the options and actions described in “Service Details” on page 171
, the properties listed in Table 45 are configurable for the XML File
Capture Point.
Table 45: XML File Capture Point Properties
Properties
startAutomatically logLevel checkIfAlreadyCaptured timezone
Description
Indicates whether the service should be started automatically after the configuration deployment.
The Service log level. This should be set to
Default
unless otherwise
instructed by Genesys Technical Support. See
“Service Log Levels” on page 182
for a description of each log level. Depending on the setting of this property, additional logging properties might be
of these common properties.
If true, iWD will verify whether another task that has a given captureId
already has been captured.
The time zone of the XML File Capture Point. Date/time values will be converted from the specified time zone to UTC, before those values are stored in iWD. Also, any date/time values that are included in response XML files will be converted to the specified time zone. If this parameter is not specified, it defaults to the tenant time zone.
Deployment Guide 283
Appendix B: Legacy iWD Capture Point Services Legacy Capture Point Service Details
Table 45: XML File Capture Point Properties (Continued)
Properties
defaultMediaType defaultTaskExpirationInDays interactionServerConnector threads idleSleepTimeSeconds emergencySleepThreshold emergencySleepSeconds incomingFileDirectory capturedFileDirectory completedFileDirectory rejectedFileDirectory errorFileDirectory
TransformScriptingService
Description
The media type attribute that will be assigned to tasks captured by the capture point.
The list of available media types is retrieved dynamically from
Configuration Server. In Configuration Server itself, the media type attribute is configured as a type of Business Attribute. The default media type used by the capture point may be overwritten if it is specified in the
<mediaType>
attribute in the
<CreateTask>
message.
The default task expiration date. All tasks that are captured by this capture point will expire after the specified amount of days. This value can be overridden by explicitly specifying the task expirationDateTime
attribute in the capture data.
Mandatory dependency: The Interaction Server Connector service
(see
page 185 ) that should be used for connectivity to the Interaction
Server.
Performance tuning: The size of the thread pool.
Service-idle period when there are no more tasks to process.
Exception handling: Once distribution attempts fail the specified number of times, processing will be held.
Exception handling: Specifies how long to hold processing after emergencySleepThreshold
failed distribution attempts.
The directory in which the XML File Capture Point looks for new files to capture.
The directory into which captured files are put.
The directory into which completed tasks are exported. Each task is exported to an xml file with the naming convention
<interaction id>.xml
.
The directory into which rejected tasks are exported. Each task is exported to an xml file with the naming convention
<interaction id>.xml
.
The directory into which files that contain errors are placed.
Optional dependency: Scripting Service (see page 291
). If specified,
XML input/output will be transformed using input/output transformation scripts.
284 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services Legacy Capture Point Service Details
Table 45: XML File Capture Point Properties (Continued)
Properties
TransformInputScript
TransformOutputScript
TransformOutputRootNode backupFor
Description
The input transformation script; must be specified when
TransformScriptingService
is selected.
The output transformation script; must be specified when
TransformScriptingService
is selected.
The name of the XML root node in output files.
High Availability:
The primary XML File Capture Point in a high availability setup scenario. This service will perform a backup role in such a setup, and will take over processing if the primary service becomes unavailable.
Database Capture Point
The Database Capture Point is an asynchronous capture point service that creates tasks in iWD, based on records in a database. As a task in iWD goes through its life cycle stages, the Database Capture Point allows you to make updates to the database, to mimic the task life cycle in the originating system.
The Database Capture Point allows execution of a certain database query or update statement, depending on the task state:
•
Capture—the Database Capture Point scans the result set that is returned from the originating database by a special “capture” query and creates tasks in iWD that are based on the information that is provided by each result-set record.
•
Captured—after the task is created in iWD, the Database Capture Point may execute a “captured” update query to update the respective database record and notify the originating system that the task for the respective row in the database has already been created.
•
Assigned—the task has been assigned to a user. The Database Capture
Point may execute an “assigned” update query to update the respective database record and notify the originating system that the iWD task for the respective row in the database has been assigned to the user.
•
Completed—the task has been completed by a user. The Database Capture
Point may execute a “completed” update query to update the respective database record and notify the originating system that the iWD task for the respective row in the database has been completed.
•
Restarted—the task has been restarted (that is, returned to the iWD for reprocessing and distribution at a later time). The Database Capture Point may execute a “restarted” update query to update the respective database record and notify the originating system that the iWD task for the respective row in the database has been restarted.
Deployment Guide 285
Appendix B: Legacy iWD Capture Point Services Legacy Capture Point Service Details
In addition to the options and actions described in “Service Details” on page 171
, the properties listed in Table 46 are configurable for the Database
Capture Point.
Table 46: Database Capture Point Properties
Property
startAutomatically logLevel checkIfAlreadyCaptured timezone defaultMediaType defaultTaskExpirationInDays interactionServerConnector threads idleSleepTimeSeconds
Description
Indicates whether the service should be started automatically after the configuration deployment.
The Service log level. This should be set to
Default
unless otherwise
instructed by Genesys Technical Support. See “Service Log Levels” on page 182
for a description of each log level. Depending on the setting of this property, additional logging properties might be
available. Refer to “Logging Service” on page 183 for descriptions of
these common properties.
If true, iWD will verify whether another task that has a given captureId
already has been captured.
The time zone of the target database. Date/time values will be converted from the specified time zone to UTC, before those values are stored in the iWD. If this parameter is not specified, it defaults to the tenant time zone.
The media type attribute that will be assigned to tasks captured by the capture point.
The list of available media types is retrieved dynamically from
Configuration Server. In Configuration Server itself, the media type attribute is configured as a type of Business Attribute.
The core iWD attribute mediaType
may be specified in the
CreateTask message. If the mediaType
attribute is returned as a result of the query configured in captureQuerySQL
, then it will override the default mediaType
specified in the Database Capture Point service property defaultMediaType
.
The default task expiration date. All tasks that are captured by this capture point will expire after the specified amount of days. This value can be overridden by explicitly specifying the task expirationDateTime
attribute in the capture data.
Mandatory dependency: The Interaction Server Connector service
) that should be used for connectivity to the Interaction
Server.
Performance tuning: The size of the thread pool.
Service-idle period when there are no more tasks to process.
286 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services Legacy Capture Point Service Details
Table 46: Database Capture Point Properties (Continued)
Property
emergencySleepThreshold emergencySleepSeconds jdbcDriver jdbcURL username password idField processIdField fieldsToAttach captureQuerySql capturedUpdateSql
Description
Exception handling: Once distribution attempts fail the specified number of times, processing will be held.
Exception handling: Specifies how long to hold processing after emergencySleepThreshold
failed distribution attempts.
The name of the JDBC driver class to access the database.
The URL of your JDBC connection. For information on how to construct a valid URL, see your JDBC driver documentation.
The name of the database user.
The password of the database user.
The name of the column that uniquely identifies the record in the result set that is returned by the database query that is specified in the captureQuerySql
parameter. The value of the field is mapped to the captureId
parameter in the consecutive update statements.
The name of the column that contains the process ID. If the value of this field matches a process ID in iWD, a process and department will be assigned to the task.
A list of fields that will be attached to task data. Multiple fields should be separated by a comma. This property also supports
*
and
?
wildcards.
For example: field1,field2,special*
This expression means that the fields that have the names field1
and field2
will be attached, as well as any field that has a name that starts with special
.
The database query that returns the result set in which each row will be captured as a task in iWD. The result set that is returned by this query must contain also the column that is specified in the idField parameter.
For example: s elect * from TABLE where STATUS=”new”
The database update statement that updates the database to reflect that certain data has already been captured as a task in iWD. The captureId
parameter can be used to reference the particular row.
For example: update TABLE set STATUS='captured' where idField=:captureId
Deployment Guide 287
Appendix B: Legacy iWD Capture Point Services Legacy Capture Point Service Details
Table 46: Database Capture Point Properties (Continued)
Property
errorUpdateSql assignedUpdateSql completedUpdateSql canceledUpdateSql heldUpdateSql queuedUpdateSql
Description
The database update statement that updates the database to reflect that the associated task in iWD has been held by an error. The captureId parameter can be used to reference the particular row.
For example: update TABLE set STATUS='error' where idField=:captureId
The database update statement that updates the database to reflect that the associated task in iWD has been assigned. The captureId parameter can be used to reference the particular row. The userId parameter can be used to set the name of the user who is working on the task.
For example: update TABLE set STATUS='assigned', USER=:userId where idField=:captureId
The database update statement that updates the database to reflect that the associated task in iWD has been completed. The captureId parameter can be used to reference the particular row.
For example: update TABLE set STATUS='completed' where idField=:captureId
The database update statement that updates the source database to reflect that the associated task in iWD has been canceled. The captureId
parameter can be used to reference the particular row.
For example: update TABLE set STATUS=’canceled’ where idField=:captureId
The database update statement that updates the source database to reflect that the associated task in iWD has been put on hold. The captureId
parameter can be used to reference the particular row.
For example: update TABLE set STATUS=’held’ where idField=:captureId
The database update statement that will be executed when a task, captured by the Database Capture Point, is queued.
For example: update TABLE set STATUS='queued' where idField=:captureId
288 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services Legacy Capture Point Service Details
Table 46: Database Capture Point Properties (Continued)
Property
errorHeldUpdateSql rejectedUpdateSql restartedUpdateSql updatedUpdateSql sourceUpdateQuerySql
Description
The database update statement that updates the source database to reflect that the associated task in iWD has been put in an error held status due to an internal processing error. For example, a task may be put into an error held status if no Process is assigned to the task during the Classification phase of the rule execution. The captureId parameter can be used to reference the particular row.
For example: update TABLE set STATUS=’errorHeld’ where idField=:captureId
The database update statement that will be executed when a task, captured by the Database Capture Point, is rejected.
For example: update TABLE set STATUS='rejected' where idField=:captureId
The database update statement that updates the database to reflect that the associated task in iWD has been restarted in iWD. The captureId parameter can be used to reference the particular row.
For example: update TABLE set STATUS='restarted' where idField=:captureId
The database update statement that updates specific attributes of a task in a special table in the source database when a task has been updated in iWD. The captureId
parameter can be used to reference the particular row.
For example: update UPDATE_TABLE set PRIORITY=:priority where idField=:captureId
The database query that fetches a set of rows, where each row represents an update request coming from the source system. Each such update request may contain one or more columns that represent task attributes. The name of the column represents the name of the task attribute, but the value is the new value of that attribute.
For example: select id, channel, category, by businessValue from
UPDATE_TABLE where processed='F'; id channel category businessValue
-------------------------------------
1 fax new 200
2 e-mail new 150
Deployment Guide 289
Appendix B: Legacy iWD Capture Point Services Legacy Capture Point Service Details
Table 46: Database Capture Point Properties (Continued)
Property
sourceUpdatedUpdateSql sourceErrorUpdateSql captureBatchSize sourceUpdateBatchSize backupFor validateConnection validationQuery
Description
The database update (or delete) query that will execute against a special table in the source database to mark a particular update as having been processed.
For example: update UPDATE_TABLE set processed=’T’ where idField=:captureId
This update is executed when there is an error executing an update request (the one that is fetched by sourceUpdateQuerySql
). For example, if the task can not be found, then sourceErrorUpdateSql
is executed and the error parameter is set to
Cannot update task with captureId=<taskId>: task not found
.
Performance tuning:
The maximum number of rows that are to be returned by the query specified in the captureQuerySql
parameter. A value of
0
sets the
JDBC driver default value.
Performance tuning:
The maximum number of rows that are to be returned by the query specified in the sourceUpdateQuerySql
parameter. A value of
0
sets the JDBC driver default value.
High Availability:
The primary Database Capture Point in a high availability setup scenario. This service will perform a backup role in such a setup, and will take over processing if the primary service becomes unavailable.
Enables and disables the validation of the connection to the capture database.
Enables a query to determine if the connection to the capture database is active. The default query works with Oracle databases. For other database servers, Genesys recommends that you use a query that returns at least one row. This is important because if your query returns zero rows the validation will fail. If you do have a query that returns zero rows, Genesys recommends that you complete the following steps:
1. Create an additional
TABLE
in your database that contains one integer field and one row.
2. Run the following statement: select
*
from
<THAT_TABLE>
.
Note that the validationQuery
property will only be visible once you select (check) the validateConnection
property.
290 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services iWD Messages
Scripting Service
The Scripting Service is an optional iWD service that provides scripting capabilities for message transformation purposes for XML File Capture Points
(see page 283 ) and WebSphere MQ Capture Point (see the iWD 8.0
WebSphere MQ Capture Adapter Reference Guide for more information).
Note:
The iWD Scripting Service is not used for the JMS Integrated Capture
Point. Groovy scripting for XML transformation is supported for the
JMS Capture Point, but the scripting is built into Interaction Server.
Refer to the eServices 8.1 User’s Guide for more information.
In addition to the options and actions described in “Service Details” on page 171
, the properties listed in Table 47 are configurable for the Scripting
Service.
Table 47: Scripting Service Properties
Property
startAutomatically logLevel
Description
Indicates whether the service should be started automatically after the configuration deployment.
The Service log level. This should be set to
Default
unless otherwise
instructed by Genesys Technical Support. See “Service Log Levels” on page 182
for a description of each log level. Depending on the setting of this property, additional logging properties might be
available. Refer to “Logging Service” on page 183 for descriptions of
these common properties.
iWD Messages
This section describes the native XML message format that is supported for the
Legacy iWD Capture Point services, as well as for some of the Integrated
Capture Points. For example, the JMS and XML File Integrated Capture Points support these native iWD XML messages when working in iWD mode,
which uses Groovy transformation scripts to transform the source system's XML message format into XML messages that adhere to the message schema defined in this section.
Note: Database Capture Point does not support native XML. Webservice
Capture Point uses its own SOAP-compatible format.
In addition, a detailed description is provided for all of the input and output iWD Messages that are supported, including the following information for each message:
Deployment Guide 291
Appendix B: Legacy iWD Capture Point Services iWD Messages
•
Direction—“In” or “Out”. All “In” messages come from the originating system and results in an “Out” message, unless the specific “Out” message is turned off in capture point configuration. “Out” messages are sent as responses to “In” messages, as well as notifications when the task state changes within iWD.
•
Description—a functional description of the message.
•
Format—the XML format of the message. This illustrates a structure of the
entire XML message, by using data types (see Table 48 on page 292
) instead of node values.
•
Attributes—a description of each attribute that is used in the XML message.
•
Response messages—the response messages that this message can trigger.
Response messages are only applicable for messages that have an “In” direction.
•
Error codes—the error codes that this message can return by using the
“Error” message. Error codes are only applicable for messages that have an
“In” direction.
This Appendix also includes the section “Task Attributes and Interaction
, which explains how task attributes are mapped to interaction properties.
Note:
There is now an XML schema available for the iWD messages. It is available here: https://sites.google.com/a/iwdlab.com/iwd8/capture/schema
Data Types
Table 48 describes the data types used in iWD messages.
Table 48: Data Types for iWD Messages
Type
Integer
String
Boolean
DateTime
Description
An integer value (-2
31
<value <2
31
).
A string value. The maximum length is specified in parentheses, where applicable.
A Boolean value ( true
or false
).
A date/time value. Date/time should be formatted according to the ISO 8601 standard
YYYY-MM-DDThh:mm:ss
(for example 2007-08-26T21:32:00) and should be provided for the time zone that is configured for the given
Capture Point.
292 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services
Task Action
iWD Messages
Direction: In
Description: This section describes common attributes and responses for all inbound messages.
Format:
<GTLMessages>
<ActionName>
<BrokerId>String</BrokerId> or <CaptureId>String(64)</CaptureId>
<Actor>String(255)</Actor>
<Reason>String(255)</Reason>
<ActionDateTime>DateTime</ActionDateTime>
[attributes specific to action]
</ActionName>
</GTLMessages>
Attributes: See
Table 49: Attributes for Task Action Messages
Attribute
BrokerId
Description
The task’s interaction ID. This is a unique ID assigned by
Interaction Server.
CaptureId
Actor (optional)
The task’s ID in the originating system.
The user or system that triggered the message. This is a free-form text field that is used for auditing purposes and will be set to name of the capture point, if none is provided.
Reason (optional) The reason that the message was submitted. This is a free-form text field that is used for auditing purposes.
ActionDateTime
(optional)
The date/time when the action was triggered. This will be set to the current date/time that the message is processed, if none is provided.
Response messages: Action-specific response messages or error messages
).
Deployment Guide 293
Appendix B: Legacy iWD Capture Point Services iWD Messages
Error codes: See
.
Table 50: Error Codes for Task Action Messages
Error code
INVALID_FORMAT
TASK_NOT_FOUND
Description
The message is not formatted correctly.
The task that has the requested CaptureId or BrokerId is not found.
This error code can be triggered for all action messages, except for the
CreateTask message (see “CreateTask” on page 295
).
Task Notification
Direction: Out
Description: This section describes common attributes and responses for all outbound messages.
Format:
<GTLMessages>
<[notification name]>
<BrokerId>String</BrokerId>
<CaptureId>String(64)</CaptureId>
<CapturePointId>String(16)</CapturePointId>
<DistributionPointId>String(16)</DistributionPointId>
<Actor>String(255)</Actor>
<Reason>String(255)</Reason>
<EventDateTime>DateTime</EventDateTime>
[attributes specific to notification]
</[notification name]>
</GTLMessages>
Attributes: See
.
Table 51: Attributes for Task Notification Messages
Attribute
BrokerId
Description
The task’s interaction ID. This is a unique ID assigned to the task by Interaction Server.
The task’s ID in the originating system.
CaptureId
CapturePointId The service ID of the capture point by which the task was captured.
DistributionPointId This attribute is provided for backward compatibility.
Actor The user or system that triggered the notification.
Reason
EventDateTime
The reason for the notification.
The date/time when the notification was triggered.
294 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services
CreateTask
iWD Messages
Direction: In
Description: Creates a new task in iWD and populates it with the provided attributes. All attributes of this message are optional. Typically, most of the core task attributes, such as
ProcessId, Priority,
and
BusinessValue,
are calculated and assigned with the iWD rules and, therefore, should be left out.
Interaction Server assigns a unique Interaction ID for each task. Interaction
Server stores and maintains the IDs in the Interaction Server database.
Note:
In the
<CreateTask>
message for the Web Service Capture Point, the iWD core attribute createdDateTime
is mandatory. However, the value can be null.
Format:
<GTLMessages>
<CreateTask>
Standard action attributes, as documented in “Task Action” on page 293
, except for
BrokerId
.
<channel>String(32)</channel>
<mediaType> string(32) </mediaType>
<category>String(32)</category>
<activationDateTime>DateTime</activationDateTime>
<dueDateTime> DateTime </dueDateTime>
<expirationDateTime> DateTime </expirationDateTime>
<businessValue> Integer </businessValue>
<priority>Integer</priority>
<processId>String(16)</processId>
<Ext>
<customerID>String(64)</customerID>
<customerSegment> String(64)</customerSegment>
<productType> String(64)</productType>
<productSubtype> String(64)</productSubtype>
<resultCode> String(64)</resultCode>
<sourceFirstCreatedDateTime>DateTime</sourceFirstCreatedDateTime>
<sourceCreatedDateTime>DateTime</sourceCreatedDateTime>
<sourceDueDateTime>DateTime</sourceDueDateTime>
<sourceProcessType> String(64)</sourceProcessType>
<sourceProcessSubtype> String(64)</sourceProcessSubtype>
<sourceTenant> String(64)</sourceTenant>
</Ext>
<Data>
<CustomAttribute1> String(255)</CustomAttribute1>
...
</Data>
<Hold>Boolean</Hold>
</CreateTask>
</GTLMessages>
Deployment Guide 295
Appendix B: Legacy iWD Capture Point Services iWD Messages
Attributes: See
.
Table 52: Attributes for CreateTask Messages
Attribute
Hold
CaptureId
(optional) mediaType
Description
Whether to hold the task initially. If true, the task will be created with its initial status set to
NewHeld
and will not be processed further, until a subsequent
ResumeTask
message
).
If a
CaptureId
is not provided, it will be assigned to the same generated value as
BrokerId
.
If a media type is specified, it will override the default media type configured for the iWD Capture Point Service that is being used.
and “TaskInfo” on page 297 for the description
of the remaining attributes.
Response message:
TaskCreated
(see “TaskCreated” on page 296 ).
Error codes: see
.
Table 53: Error Codes for CreateTask Messages
Error code
TASK_ALREADY_CAPTURED
Description
If the captures point’s checkIfAlreadyCaptured
flag is enabled, iWD will check whether a task that has a given captureId already exists in the database. If this is the case, the task will not be captured, and an error message that has the
TASK_ALREADY_CAPTURED code will be submitted to the
Outbound queue.
TaskCreated
Direction: Out
Description: The
TaskCreated
message is submitted as a response to the
CreateTask
message (see
) and indicates successful task creation.
Format:
<GTLMessages>
<TaskCreated>
Standard notification attributes, as documented in “Task Notification” on page 294 .
</TaskCreated>
</GTLMessages>
296 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services
Error
iWD Messages
Direction: Out
Description: The
Error
message is submitted as a response to iWD request messages, indicating that the requested operation has failed.
Format:
<GTLMessages>
<Error>
<Message>String</Message>
<Code>String</Code>
<Parameter>String</Parameter>
<Parameter>String</Parameter>
...
</Error>
</GTLMessages>
Attributes: See
.
Table 54: Attributes for Error Messages
Attribute
Message
Code
Parameter
Description
The formatted error message.
The error code (string).
The error parameter. There can be zero, one, or multiple error parameters. The number of parameters is specific to each error code.
GetTaskInfo
Direction: In
Description: Request task details by the given task's capture ID or interaction
ID.
Format:
<GTLMessages>
<GetTaskInfo>
Standard action attributes, as documented in “Task Action” on page 293 .
</GetTaskInfo>
</GTLMessages>
Response message:
TaskInfo
Direction: Out
Description: The
TaskInfo
message is submitted as a response to the
GetTaskInfo
message (see “GetTaskInfo” on page 297 ) and provides detailed
information about the requested task.
Deployment Guide 297
Appendix B: Legacy iWD Capture Point Services iWD Messages
Format:
<GTLMessages>
<TaskInfo>
Standard action attributes, as documented in “Task Action” on page 293
.
<tenantId>String(16)</tenantId>
<solutionId> String(16)</solutionId>
<DepartmentId> String(16)</DepartmentId>
<processId> String(16)</processId>
<channel>String(32)</channel>
<mediaType> String(32) </mediaType>
<category> String(32)</category>
<status> String(16)</status>
<businessCalendarId> String(16)</businessCalendarId>
<createdDateTime>DateTime</createdDateTime>
<heldDateTime>DateTime</heldDateTime>
<assignedDateTime>DateTime</assignedDateTime>
<completedDateTime>DateTime</completedDateTime>
<activationDateTime>DateTime</activationDateTime>
<dueDateTime>DateTime</dueDateTime>
<expirationDateTime>DateTime</expirationDateTime>
<priority>Integer</priority>
<reprioritizeDateTime>DateTime</reprioritizeDateTime>
<businessValue>Integer</businessValue>
<assignedToUser>String(64)</assignedToUser>
<Queue>String(255)</Queue>
<QueueType>String(16)</QueueType>
<QueueTarget>String(255)</QueueTarget>
<distributionPointId>
String(16)
</distributionPointId>
<Ext>
<customerID>String(64)</customerID>
<customerSegment> String(64)</customerSegment>
<productType> String(64)</productType>
<productSubtype> String(64)</productSubtype>
<resultCode> String(64)</resultCode>
<sourceFirstCreatedDateTime>DateTime</sourceFirstCreatedDateTime>
<sourceCreatedDateTime>DateTime</sourceCreatedDateTime>
<sourceDueDateTime>DateTime</sourceDueDateTime>
<sourceProcessType>String(64)</sourceProcessType>
<sourceProcessSubtype>String(64)</sourceProcessSubtype>
<sourceTenant>String(64)</sourceTenant>
<requestedAgent>String(64)</requestedAgent>
<requestedSkill>String(64)</requestedSkill>
<requestedAgentGroup>String(64)</requestedAgentGroup>
<requestedPlaceGroup>String(64)</requestedPlaceGroup>
</Ext>
<Data>
<customAttribute1> String(255)</customAttribute1>
...
</Data>
<TaskInfo>
298 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services iWD Messages
<GTLMessages>
Attributes: See
.
Table 55: Attributes for TaskInfo Messages
Attribute
tenantId solutionId
DepartmentId processId channel category
Description
The task’s tenant ID, as configured in iWD Manager, assigned as soon as the task is created. This attribute is submitted to the CIM
Platform with the
IWD_tenantId
key; updates in the CIM Platform are ignored.
The tasks’s solution instance ID, as configured in iWD Manager, assigned as soon as the task is created. This attribute is submitted to the CIM Platform with the
IWD_solutionId
key (even if it is excluded by a filter); updates in the CIM Platform are ignored.
The tasks’s department ID, as configured in iWD Manager, assigned when the task’s process is identified either by iWD rules or explicitly by the task-originating system. This attribute is submitted to the CIM
Platform with the
IWD_DepartmentId
key; updates in the CIM
Platform are ignored.
The tasks’s process ID, as configured in iWD Manager, assigned when the task’s process is identified either by iWD rules or explicitly by the task-originating system. This attribute is submitted to the CIM
Platform with the
IWD_processId
key; updates in the CIM Platform are ignored.
The task’s media channel—for example Fax, E-mail, or Webform.
This attribute is submitted to the CIM Platform with the
IWD_channel key; updates in the CIM Platform are picked up.
The task’s category—for example
Followup
. This attribute is submitted to the CIM Platform with the
IWD_category
key; updates in the CIM Platform are picked up.
Deployment Guide 299
Appendix B: Legacy iWD Capture Point Services iWD Messages
Table 55: Attributes for TaskInfo Messages (Continued)
Attribute
status businessCalendarId createdDateTime heldDateTime assignedDateTime completedDateTime activationDateTime dueDateTime expirationDateTime
Description
Task status:
New
—The task has just been created and will be processed.
Captured
—The task was processed, but it has not been prioritized.
Queued
—The task was processed and prioritized at least once.
Assigned
—The task is assigned to an agent.
Completed
—The task is completed.
Held
—The task is held and will not be reprioritized or distributed until it is resumed.
Error
—An error has occurred during task processing, prioritization, or distribution. Error details are stored in the custom extended task attribute
Error
. The task can be restarted, and iWD will attempt to process the task again.
Canceled
—The task is canceled.
Rejected
—The task was rejected during processing. This can occur when the task is assigned to an expired department or process.
The ID of the business calendar that is assigned to the task, as configured in iWD Manager.
Note: Maximum length is 16 characters
The date/time when the task has been created in iWD. This attribute is submitted to the CIM Platform with the
ReceivedAt
key; updates in the CIM Platform are ignored.
The date/time when the task has been held (set only when task status is either
Held
or
Error
).
The date/time when the task has been assigned.
The date/time when the task has been completed.
The date and time when the task becomes active; before that, it will stay queued and will not be reprioritized and distributed. If this is not set, the task becomes active instantly.
The date and time by which the task should be completed, according to the service-level agreement (SLA). This attribute is submitted to the CIM Platform with the
IWD_dueDateTime
key; updates within the
CIM Platform are picked up.
The date and time when the task expires and will be deleted from the
Interaction Server database. Only tasks that have been
Canceled,
Completed,
or
Rejected
are subject to this expiration date/time.
300 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services iWD Messages
Table 55: Attributes for TaskInfo Messages (Continued)
Attribute
priority reprioritizeDateTime businessValue assignedToUser
Queue
QueueType
QueueTarget customerId distributionPointId customerSegment productType
Description
The task priority, which is an integer value that is used to order tasks.
The higher the value, the higher the task will stand in the queue and the sooner it will be routed. This attribute is submitted to the CIM
Platform with the
Priority
key; updates in the CIM Platform are picked up.
The date/time when the task should be reprioritized; if this is set to null
, no more reprioritization will be done. This value is normally updated during prioritization, based on rule expressions, such as
“Reprioritize in 5 minutes”.
The business value of the task. This attribute is submitted to the CIM
Platform with the
IWD_businessValue
key; updates in the CIM
Platform are picked up.
The user ID to which a task is assigned, as supplied by the CIM
Platform.
The distribution’s queue name.
The type of distribution queue:
InteractionQueue
AgentWorkbin
AgentGroupWorkbin
PlaceWorkbin
PlaceGroupWorkbin
The queue target—for example,
Agent ID
, if the queue type is
AgentWorkbin
.
The customer’s ID. This attribute is submitted to the CIM Platform with the
IWD_ext_customerId
key; updates in the CIM Platform are picked up.
This attribute is provided for backward compatibility.
The customer’s segment or value. This attribute is submitted to the
CIM Platform with the
IWD_ext_customerSegment
key; updates in the CIM Platform are picked up.
The related product—for example, DSL. This attribute is submitted to the CIM Platform with the
IWD_ext_productType
key; updates in the CIM Platform are picked up.
Deployment Guide 301
Appendix B: Legacy iWD Capture Point Services iWD Messages
Table 55: Attributes for TaskInfo Messages (Continued)
Attribute
productSubtype resultCode sourceFirstCreatedDateTime sourceCreatedDateTime sourceDueDateTime sourceProcessType sourceProcessTypeSubtype sourceTenant requestedAgent requestedSkill requestedAgentGroup
Description
The subtype of the related product—for example, PremiumDSL.
This attribute is submitted to the CIM Platform with the
IWD_ext_productSubtype
key; updates in the CIM Platform are picked up.
The task result code/outcome; typically, set by an agent in a softphone or another client application. This attribute is submitted to the CIM Platform with the
IWD_ext_resultCode
key; updates in the
CIM Platform are picked up.
The earliest timestamp of the task in the enterprise; it is applicable if there is another system, such as a fax server, that is used before the task originating system. This attribute is submitted to the CIM
Platform with the
IWD_ext_sourceFirstCreatedDateTimeTime
key; updates in the CIM Platform are ignored.
The task-creation timestamp in the task-originating system. This attribute is submitted to the CIM Platform with the
IWD_ext_sourceCreatedDateTime
key; updates in the CIM Platform are ignored.
The task-due timestamp in the task-originating system. This attribute is submitted to the CIM Platform with the
IWD_ext_sourceDueDateTime
key; updates in the CIM Platform are ignored.
A related process in the task-originating system—for example:
Order. This attribute is submitted to the CIM Platform with the
IWD_ext_sourceProcessType
key; updates in the CIM Platform are ignored.
The subtype of the related process in the task-originating system.
This attribute is submitted to the CIM Platform with the
IWD_ext_sourceProcessSubtype
key; updates in the CIM Platform are ignored.
The tenant ID or name in the task-originating system. This attribute is submitted to the CIM Platform with the
IWD_ext_sourceTenant key; updates in the CIM Platform are ignored.
The agent requested for the task.
The skill requested for the task.
The Agent Group requested for the task.
302 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services iWD Messages
Table 55: Attributes for TaskInfo Messages (Continued)
Attribute
requestedPlaceGroup data
Description
The Place Group requested for the task.
Custom task attributes. These attributes can be used to associate additional task originating system-specific data to the task that can be used in iWD rules, routing, and historical reporting.
UpdateTask
Direction: In
Description: Updates the attributes of the task that has the given task's capture
ID or interaction ID. This results in the interaction properties of the task being updated through the Genesys Interaction Server.
All attributes except for
CaptureId
and
BrokerId
are optional. If the attribute is not provided, it will not be updated.
Format:
<GTLMessages>
<UpdateTask>
Standard notification attributes, as documented in “Task Action” on page 293 .
<category>String(32)</category>
<activationDateTime>DateTime</activationDateTime>
<dueDateTime> DateTime </dueDateTime>
<expirationDateTime> DateTime </expirationDateTime>
<businessValue>Integer</businessValue>
<priority>Integer</priority>
<ext>
<customerID>String(64)</customerID>
<customerSegment> String(64)</customerSegment>
<productType> String(64)</productType>
<productSubtype> String(64)</productSubtype>
<resultCode> String(64)</resultCode>
<sourceFirstCreatedDateTime>DateTime</sourceFirstCreatedDateTime>
<sourceCreatedDateTime>DateTime</sourceCreatedDateTime>
<sourceDueDateTime>DateTime</sourceDueDateTime>
<sourceProcessType> String(64)</sourceProcessType>
<sourceProcessSubtype> String(64)</sourceProcessSubtype>
<sourceTenant> String(64)</sourceTenant>
</ext>
<data>
<customAttribute1> String(255)</customAttribute1>
...
</data>
</UpdateTask>
</GTLMessages>
Deployment Guide 303
Appendix B: Legacy iWD Capture Point Services iWD Messages
Attributes:
and “TaskInfo” on page 297 for a
description of the attributes.
Response message:
Note:
If you use
UpdateTask
to update a task’s priority, in order for that updated priority to be taken into account in your routing strategy you may want to use the URS function setUpdateTrigger
. By using this
URS function, if the
Priority
attribute of a task is updated—even while the task is in a Target block of a routing strategy waiting to be routed to an agent—the internal queue in URS will take this new priority into account. For more information about this function, refer to the Universal Routing 8.1 Reference Manual.
The setUpdateTrigger
function was introduced in URS 8.0.1.
TaskUpdated
Direction: Out
Description: The
TaskUpdated
message is submitted as a response to the
UpdateTask
message (see “UpdateTask” on page 303
), as well as when the task is updated either via the iWD Manager or within the CIM Platform.
Format:
<GTLMessages>
<TaskUpdated>
Standard notification attributes, as documented in“Task Notification” on page 294 .
<tenantId>String(16)</tenantId>
<solutionId> String(16)</solutionId>
<DepartmentId> String(16)</DepartmentId>
<processId> String(16)</processId>
<channel>String(32)</channel>
<mediaType> String(32) </mediaType>
<category> String(32)</category>
<status> String(16)</status>
<businessCalendarId> String(16)</businessCalendarId>
<createdDateTime>DateTime</createdDateTime>
<heldDateTime>DateTime</heldDateTime>
<assignedDateTime>DateTime</assignedDateTime>
<completedDateTime>DateTime</completedDateTime>
<activationDateTime>DateTime</activationDateTime>
<dueDateTime>DateTime</dueDateTime>
<expirationDateTime>DateTime</expirationDateTime>
<priority>Integer</priority>
<reprioritizeDateTime>DateTime</reprioritizeDateTime>
<businessValue>Integer</businessValue>
<assignedToUser>String(64)</assignedToUser>
<ext>
<customerID>String(64)</customerID>
<customerSegment> String(64)</customerSegment>
304 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services iWD Messages
<productType> String(64)</productType>
<productSubtype> String(64)</productSubtype>
<resultCode> String(64)</resultCode>
<sourceFirstCreatedDateTime>DateTime</sourceFirstCreatedDateTime>
<sourceCreatedDateTime>DateTime</sourceCreatedDateTime>
<sourceDueDateTime>DateTime</sourceDueDateTime>
<sourceProcessType> String(64)</sourceProcessType>
<sourceProcessSubtype> String(64)</sourceProcessSubtype>
<sourceTenant> String(64)</sourceTenant>
</ext>
<data>
<customAttribute1> String(255)</customAttribute1>
...
</data>
<actor>String(255)</actor>
<TaskUpdated>
<GTLMessages>
Attributes: See “Task Action” on page 293
and “TaskInfo” on page 297 for a
description of the attributes.
TaskDistributedQueue
Direction: Out
Description: The
TaskDistributedQueue
message is submitted when the task is moved by the CIM Platform into any interaction queue or workbin, other than
Interaction Server's predefined queues and workbins reserved for iWD.
Format:
<GTLMessages>
<TaskDistributedQueue>
Standard notification attributes, as documented in “Task Notification” on page 294 .
<Queue>String(255)</Queue>
<QueueType>String(16)</QueueType>
<QueueTarget>String(255)</QueueTarget>
</TaskDistributedQueue>
</GTLMessages>
Attributes: See “Task Notification” on page 294
for a description of the attributes.
TaskAssigned
Direction: Out
Description: The
TaskAssigned
message is submitted when the task is assigned to an agent.
Format:
<GTLMessages>
<TaskAssigned>
Deployment Guide 305
Appendix B: Legacy iWD Capture Point Services iWD Messages
Standard notification attributes, as documented in “Task Notification” on page 294 .
<AssignedToUser>String(64)</AssignedToUser>
</TaskAssigned>
</GTLMessages>
Attributes: See “Task Notification” on page 294
for a description of the attributes.
CompleteTask
Direction: In
Description: Completes the task that has a given capture ID or interaction ID.
Format:
<GTLMessages>
<CompleteTask>
Standard action attributes, as documented in“Task Action” on page 293 .
</CompleteTask>
</GTLMessages>
Attributes: See “Task Action” on page 293
for a description of the attributes.
Response message:
Error codes: See
.
Table 56: Error Codes for CompleteTask Messages
Error code
CANNOT_COMPLETE_TASK
Description
Cannot complete the task, because it is already completed.
TaskCompleted
Direction: Out
Description: The
TaskCompleted
message is submitted as a response to the
CompleteTask
message (see “CompleteTask” on page 306
), as well as when the task is placed into the predefined
CompletedQueue
interaction queue in
Interaction Server.
Format:
<GTLMessages>
<TaskCompleted>
Standard notification attributes, as documented in “Task Notification” on page 294
</TaskCompleted>
</GTLMessages>
Attributes: See “Task Notification” on page 294 for a description of the
attributes.
HoldTask
Direction: In
306 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services iWD Messages
Description: Holds the task that has given task’s capture ID or interaction ID.
As soon as it is held, the task will not be reprioritized or, potentially, assigned
until it is resumed (see “ResumeTask” on page 308
).
Only tasks that are not held, completed, canceled, or rejected can be held.
Format:
<GTLMessages>
<HoldTask>
Standard action attributes, as documented in “Task Action” on page 293 .
</HoldTask>
</GTLMessages>
Attributes: See “Task Action” on page 293
for a description of the attributes.
Response message:
Error codes: See
.
Table 57: Error Codes for HoldTask Messages
Error code Description
CANNOT_HOLD_
ASSIGNED_TASK
Cannot hold the task because it is completed, canceled, rejected, or already held.
TaskHeld
Direction: Out
Description: The
TaskHeld
message is submitted as a response to the
HoldTask
message (see “HoldTask” on page 306
), as well as when the task is held from the iWD Manager.
Format:
<GTLMessages>
<TaskHeld>
Standard notification attributes, as documented in “Task Notification” on page 294 .
</TaskHeld>
</GTLMessages>
Attributes: See “Task Notification” on page 294 for a description of the
attributes.
TaskErrorHeld
Direction: Out
Description: The
TaskErrorHeld
message is submitted when the task gets held because of a configuration error (such as incomplete rules).
Format:
<GTLMessages>
<TaskErrorHeld>
Standard notification attributes, as documented in “Task Notification” on page 294 .
Deployment Guide 307
Appendix B: Legacy iWD Capture Point Services iWD Messages
<Error>String(255)</Error>
</TaskErrorHeld>
</GTLMessages>
Attributes: See “Task Notification” on page 294 for a description of the
attributes.
ResumeTask
Direction: In
Description: Resumes the held task that has the given task's capture ID or interaction ID.
As soon as it is resumed, the task will be processed and assigned normally, according to the iWD rules.
Only tasks that are held can be resumed.
Format:
<GTLMessages>
<ResumeTask>
Standard action attributes, as documented in “Task Action” on page 293 .
</ResumeTask>
</GTLMessages>
Attributes: See “Task Action” on page 293
for a description of the attributes.
Response message:
.
Error codes: See
.
Table 58: Error Codes for ResumeTask Messages
Error code
CANNOT_RESUME_TASK
Description
Cannot resume the task, because it is not held.
TaskResumed
Direction: Out
Description: The
TaskResumed
message is submitted as a response to the
ResumeTask
message (see “ResumeTask” on page 308
), as well as when a task is held from iWD Manager.
Format:
<GTLMessages>
<TaskResumed>
Standard notification attributes, as documented in “Task Notification” on page 294 .
</TaskResumed>
</GTLMessages>
Attributes: See “Task Notification” on page 294 for a description of the
attributes.
308 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services iWD Messages
RestartTask
TaskRestarted
Direction: Out
Description: The
TaskRestarted
message is submitted as a response to the
RestartTask
message (see “RestartTask” , above), as well as when the task is
either restarted from the iWD Manager or moved to the predefined
New interaction queue within the CIM Platform.
Format:
<GTLMessages>
<TaskRestarted>
Standard notification attributes, as documented in “Task Notification” on page 294 .
</TaskRestarted>
</GTLMessages>
Attributes: See “Task Notification” on page 294 for a description of the
attributes.
CancelTask
Direction: In
Description: Restarts the task that has the given task’s capture ID or interaction ID.
As soon as it is restarted, the task will be reclassified and reprioritized.
Format:
<GTLMessages>
<RestartTask>
Standard action attributes, as documented in “Task Action” on page 293 .
</RestartTask>
</GTLMessages>
Attributes: See “Task Action” on page 293
for a description of the attributes.
Response message:
.
Direction: In
Description: Cancels the task that has the given task’s capture ID or interaction ID.
As soon as it is canceled, the interaction is moved to the iWD_Canceled
queue.
Tasks that have already been canceled cannot be canceled again. All other tasks can be canceled.
Format:
<GTLMessages>
<CancelTask>
Standard action attributes, as documented in “Task Action” on page 293 .
</CancelTask>
</GTLMessages>
Attributes: See “Task Action” on page 293
for a description of the attributes.
Deployment Guide 309
Appendix B: Legacy iWD Capture Point Services iWD Messages
Response message:
.
Error codes: See
.
Table 59: Error Codes for CancelTask Messages
Error code
CANNOT_CANCEL_TASK
Description
Tasks that have already been canceled cannot be canceled again. All other tasks can be canceled.
TaskCanceled
Direction: Out
Description: The
TaskCanceled
message is submitted as a response to the
CancelTask
message (see
“CancelTask” ), as well as when the task is canceled
from iWD Manager.
Format:
<GTLMessages>
<TaskCanceled>
Standard notification attributes, as documented in “Task Notification” on page 294 .
</TaskCanceled>
</GTLMessages>
Attributes: See “Task Notification” on page 294 for a description of the
attributes.
TaskRejected
Direction: Out
Description: The
TaskRejected
message is submitted when the task gets rejected by the iWD Classification Service. The task can be rejected when a process or department to which the task gets assigned is currently inactive (that is, either expired or not yet active).
Format:
<GTLMessages>
<TaskRejected>
Standard notification attributes, as documented in “Task Notification” on page 294 .
</TaskRejected>
</GTLMessages>
Attributes: See “Task Notification” on page 294 for a description of the
attributes.
Ping
Direction: In
310 intelligent Workload Distribution 8.1
Appendix B: Legacy iWD Capture Point Services iWD Messages
Description: A simple
Ping
message that can be used to check the health of the Capture Point. The message includes an optional ID, which will be present in the corresponding
Pong
message.
Format:
<GTLMessages>
<Ping>ID</Ping>
</GTLMessages>
Response message:
.
Pong
Direction: Out
Description: Submitted as a response to the
Ping
message (see “Ping” on page 310 ), indicating that the Capture Point service is active. The
Pong message contains the ID that was sent in the
Ping
message.
Format:
<GTLMessages>
<Pong>ID</Pong>
</GTLMessages>
Deployment Guide 311
Appendix B: Legacy iWD Capture Point Services iWD Messages
312 intelligent Workload Distribution 8.1
Appendix
C
iWD Business Process
(IWDBP)
This appendix describes the default iWD business process (
IWDBP
) that is supplied in the iWD Setup Utility component. It contains the following sections:
Software Requirements, page 313
Configuration of List Objects, page 314
iWD Business Process, page 317
Modifying the iWD Business Process, page 342
Software Requirements
The IWD Business Process that is described in this appendix requires
Interaction Routing Designer 8.1.2 or higher.
•
The Universal Routing 8.1 Deployment Guide describes how to have the
Interaction Design shortcut bar appear in IRD, if it has not appeared automatically.
•
The Universal Routing 8.1 Business Process User’s Guide provides an in-depth discussion of business processes.
•
The Universal Routing 8.1 Interaction Routing Designer Help describes how to create, save, import and export a business process, and how to load the strategies that comprise the business process.
Deployment Guide 313
Appendix C: iWD Business Process (IWDBP) Configuration of List Objects
Note:
When Interaction Routing Designer (IRD) starts up, it checks for an eServices solution installed by the eServices Configuration Wizard. If none is found, the IRD main window does not contain an
Interaction
Design
shortcut bar. You cannot navigate to the
Business Processes list pane or open the
Interaction Design
window. To change the default, use the
Views
tab in
Routing Design Options
, which opens from the
Tools
menu. Clear the default
check box and click
OK
.
Configuration of List Objects
The iWD Business Process (IWDBP) uses two Configuration Server List
Objects.
The first List Object,
Iwd_Esp_List,
has three lists.
•
The first is used to map the iWD Solution ID (
IWD_SolutionId
) to the name of the Business Context Management Service application configured in
Configuration Server that will be used to invoke the Genesys Rules
Engine.
•
The second maps the iWD Solution ID to the name of the Genesys Rules
Engine application.
•
The third list (from release 8.1.1 onwards) maps the iWD Solution
Runtime ID to the name of the Universal Contact Server (USCS) application. This is optional, and is used to allow the business logic in
IWDBP to update the interaction record in the UCS database to mark the interaction as done (that is, the value of the
Status
column in the
Interaction
table will be set to
3
) when it enters the iWD_Completed, iWD_Rejected
, or iWD_Canceled
queues.
The second List Object,
Iwd_Package_List,
maps the iWD Solution ID to the rules package that will be evaluated when the Genesys Rules Engine is invoked from the IWDBP business process.
Both of these List Objects must be correctly configured for IWDBP to work.
One business process can serve several solutions under the same tenant. The iWD Setup Utility automatically creates these two List Objects for the Solution you indicate in the Setup Utility. In environments with only one solution, no further configuration needs to be done on the List Objects. If you have multiple solutions (or add one at a later time) these two List Objects need to be updated.
314 intelligent Workload Distribution 8.1
Appendix C: iWD Business Process (IWDBP) Configuration of List Objects
Iwd_Esp_List
BCMSServiceList
GREServerList
ContactServerList
In the
Iwd_Esp_List
List Object, the
BCMSServiceList list looks like a list of pairs:
Solution_1
Solution_2
Solution_i
ESPService_1
ESPService_2
ESPService_i
Where the Solution ID is the key, and the name of the Business Context
Management Service
Application
is the value.
The
GREServerList list looks like a list of pairs:
Solution_1
Solution_2
Solution_3
GREApplication_1
GREApplication_2
GREApplication_3
Where the Solution ID is the key, and the name of the Genesys Rules Engine
Application
is the value.
In release 8.1.1, an additional list,
ContactServerList
is included. The
ContacServerList list looks like a list of pairs: iWD Solution Runtime_1 ContactServer_1 iWD Solution Runtime_2 ContactServer_2 iWD Solution Runtime_3 ContactServer_3
Where iWD Solution Runtime ID is the key and the name of a Universal
Contact Server associated with Interaction Server is the value.
Note:
It is very important that the pairs are set up correctly. If, for example,
Solution_1 is mapped to
ESPService_2 instead of to
ESPService_1, business rules for
Solution_2 will be applied to all interactions which were submitted by Capture Points from
Solution_1.
Similar issues will occur if the Genesys Rules Engine application or the Universal
Contact Server application are incorrectly mapped.
These key-value pairs in a List Object need to be set up only once per tenant, and can be configured in Interaction Routing Designer (IRD) or Genesys
Administrator. See
Deployment Guide 315
.
Appendix C: iWD Business Process (IWDBP)
Figure 78: List Objects in IRD
Figure 79 shows the details of the List Object.
Configuration of List Objects
Figure 79: List Object Details
Iwd_Package_List
The
Iwd_Package_List
List Object is used to correlate the IWD Solution ID
(
IWD_SolutionId
) to the name of the rule package that will be evaluated when requests are made to the Genesys Rules Engine from the IWDBP business process.
The
Iwd_Package_List
List Object contains a single list,
RulePackageList.
Create a new key/value pair for each iWD Solution that you have configured under your Configuration Server tenant, where the key or option is the IWD
Solution ID and the value is the Package Name of the rules package. See
316 intelligent Workload Distribution 8.1
Appendix C: iWD Business Process (IWDBP) iWD Business Process
Figure 80: IWD_Package_List
iWD Business Process
The iWD business process (
IWDBP
) contains the following strategies:
•
Classification
•
Prioritization
•
Distribution
•
Mark Interaction as Done
•
Removal
The iWD business process contains the following subroutines:
•
DetermineESPServerName
•
DetermineRulePackageName
The iWD business process contains the following queues:
•
iWD_New
•
iWD_Captured
•
iWD_Queued
•
iWD_Canceled
•
iWD_Rejected
•
iWD_Completed
•
iWD_ErrorHeld
The Interaction Queues that are included in the out of the box
IWDBP
business process must be present, and the names should not be changed. The Global
Task List looks for specific Interaction Queue names, as they appear in the business process (such as iWD_New and
iWD_Queued
). If you modify the business process to add additional queues or rename existing queues, the interactions display in the Global Task List with the status
Queued.
Deployment Guide 317
Appendix C: iWD Business Process (IWDBP) iWD Business Process
Figure 81 shows the entire business process as it appears in the
Interaction
Design
window of Interaction Routing Designer.
Figure 81: iWD Business Process
The group of objects on the left-hand side are part of the “Main Flow” of the
business process. Figure 82 shows this section in more detail. The group of
318 intelligent Workload Distribution 8.1
Appendix C: iWD Business Process (IWDBP) iWD Business Process objects on the right-hand side represent the “Archiving” section of the business
process. Figure 83 shows the Archiving section in more detail.
Figure 82: iWD Business Process—Main Flow
Deployment Guide 319
Appendix C: iWD Business Process (IWDBP) iWD Business Process
Figure 83: iWD Business Process—Archiving
Classification Strategy
The purpose of this strategy is to invoke corresponding classification rules, analyze the result of the rules application and place the interaction into the appropriate queue, depending on the result.
This strategy processes interactions from the following queues:
•
iWD_New
Interactions have to satisfy the following conditions (see Figure 84 ):
There are no conditions here.
Interactions are taken in order they were submitted.
320
Figure 84: The ‘All’ Interaction Queue View Properties
Note:
ESP stands for External Service Protocol. In this document it is the
Business Context Management Service.
intelligent Workload Distribution 8.1
Appendix C: iWD Business Process (IWDBP) iWD Business Process
Figure 85: Classification Strategy (Entire Flow)
Deployment Guide 321
Appendix C: iWD Business Process (IWDBP) iWD Business Process
Summary of Flow
in this summary of flow are shown in
.
Figure 86: Classification Strategy—Section 1
1. A variable is initialized:
_delay_ms specifies the delay (in milliseconds) between attempts to invoke rules.
Figure 87: Initialize Variable—Classification Strategy
2. A command is sent to URS to use interaction age while sorting interactions in internal queues.
322 intelligent Workload Distribution 8.1
Appendix C: iWD Business Process (IWDBP) iWD Business Process
3. The
DetermineESPServerName subroutine is invoked to determine the correct ESP server name to use. The subroutine uses the
List Object list
BCMSServerList.
This subroutine also sets up cases when there is reason to retry to invoke the ESP server.
4. The subroutine fails an error is extracted.
5. This error is attached to user data as a key-value pair with the key
I
WD_BCMS_Determination_Error.
6. If the subroutine was successful, a check is done to ensure the existence of the ESP server name that was returned by the subroutine. If the ESP server
name was found, the flow goes to 22 .
7. If the ESP server name was not found, this error is attached to user data as a key-value pair with the key
IWD_BCMS_Determination_Error.
8. The interaction is placed in the iWD_ErrorHeld queue.
9. The
DetermineESPServerName
subroutine is invoked to determine the correct ESP server name to use. The subroutine uses the List Object list called
ContactServerList
. This subroutine also sets up cases when there is reason to retry to invoke the ESP server.
10. If the subroutine fails an error is extracted.
11. This error is attached to user data as a key-value pair with the key
IWD_UCS_Determination_Error
.
12. The interaction is placed in the iWD_ErrorHeld
queue.
13. If the subroutine was successful, a check is done to ensure the existence of the ESP server name that was returned by the subroutine. If the ESP server name was not found, the flow goes to
.
14. The value of the user data key
IWD_isContactServer
is set to
0
(zero)
.
The
.
15. The value of the user data key
IWD_isContactServer
is set to
1
.
16. URS checks to see if the value of the user data key
'
IWD_isAddedToContactServer
is equal to 1, indicating that the task is already written into the interaction history in the UCS database. If the
check evaluates as true, the flow continues to 22 .
17. A new interaction is created in the UCS database, for this iWD task. If that function is successful, flow goes to
18. If the creation of the interaction in UCS was unsuccessful, an error is extracted from user data.
19. This error is attached to user data as a key-value pair with the key
IWD_UCS_Error
.
20. The interaction is placed in the iWD_ErrorHeld
queue.
Deployment Guide 323
Appendix C: iWD Business Process (IWDBP) iWD Business Process
21. The user data key
IWD_isAddedToContactServer
is updated to
1
to indicate that the task was successfully added to the interaction history in UCS. The result returned from the ESP call to UCS (from
) is written to the variable
IWD_UCS_Result
.
in this summary of flow are shown in Figure 88 on page 324 .
Figure 88: Classification Strategy—Section 2
22. A request is made to the ESP server, to prepare the interaction data before the Genesys Rules Engine can be called to invoke the classification rules.
23. If the communication with the ESP server was successful, the ESP result is attached to user data as a key-value pair with the key
IWD_BCMS_Result.
If not, the flow goes to
24. The
DetermineESPServerName subroutine is invoked to determine the name of the Genesys Rules Engine
Application.
The subroutine uses the
List
Object list
GREServerList.
25. If the subroutine fails an error is extracted.
26. This error is attached to user data as a key-value pair with the key
IWD_GRE_Determination_Error.
27. If the subroutine was successful, a check is done to ensure the existence of the ESP server name that was returned by the subroutine. If the ESP server
name was found, the flow goes to 38 .
28. If the ESP server name was not found, this error is attached to user data as a key-value pair with the key
IWD_GRE_Determination_Error.
324 intelligent Workload Distribution 8.1
Appendix C: iWD Business Process (IWDBP) iWD Business Process
29. The interaction is placed in the iWD_ErrorHeld queue.
30. The last Interaction Server-related error is extracted from a variable.
31. A check is done to see if the error code is related to the ESP server communication.
32. The last error is attached to user data as a key-value pair with the key
IWD_BCMS_Error.
33. A check is done to see if the error code is related to the iWD Department or
Process not being available (for example, if the current date is outside of the Start and End Dates of the Department or Process).
34. If the Department or Process is not active yet, the interaction is placed in the iWD_Rejected queue.
35. The last error is attached to user data as a key-value pair with the key
IWD_BCMS_Error
.If not, the value of the
_counter
variable is incremented by
1.
36. A delay is introduced, based on the value of the variable
_delay_ms.
The
flow goes back to 22 to retry the connection to the ESP server.
37. The interaction is placed in the iWD_ErrorHeld queue.
38. The
DetermineRulePackageName subroutine is invoked to determine the name of the rule package that the Genesys Rules Engine will be invoking to evaluate the classification rules.
39. If the subroutine fails an error is extracted.
40. This error is attached to user data as a key-value pair with the key
IWD_Rule_Package_Determination_Error.
41. If the subroutine was successful, a check is done to ensure the existence of the rule package name that was returned by the subroutine. If the rule
package name was found, the flow goes to 44
.
42. If the rule package name was not found, this error is attached to user data as a key-value pair with the key
IWD_Rule_Package_Determination_Error.
43. The interaction is placed in the iWD_ErrorHeld queue.
44. An ESP request is sent to the Genesys Rules Engine to evaluate the classification rules.
45. The last Interaction Server-related error is extracted from a variable.
46. A check is done to see if the error code is related to the ESP server communication.
47. The last error is attached to user data as a key-value pair with the key
IWD_GRE_Error.
48. The interaction is placed in the iWD_ErrorHeld queue.
49. The last error is attached to user data as a key-value pair with the key
IWD_GRE_Error
. If not, the value of the
_counter variable is incremented by
1.
Deployment Guide 325
Appendix C: iWD Business Process (IWDBP) iWD Business Process
50. A delay is introduced, based on the value of the _ delay_ms
variable. The flow goes back to 44 to retry the connection to the ESP server.
51. The result from the ESP call to the Genesys Rules Engine is attached to the interaction as user data, with the key
IWD_GRE_Result
. This key-value pair will have the following format: return:ok| NumberOfRulesApplied:<number of applied rules>|RulesApplied:<rule 1 id> <rule1 name>, <rule2 id> <rule2 name>, ...
The following example shows what the result might look like:
AttributeUserData [list, size (unpacked)=168] =
'ESP_Result' [str] =
"return:ok|NumberOfRulesApplied:12|RulesApplied:McrSlt1GlbClsf1
McrSlt1GlbClassification1, McrSlt1GlbClsf2
McrSlt1GlbClassification2"
The flow continues with step 52 .
in this summary of flow are shown in Figure 89 on page 326 .
326
Figure 89: Classification Strategy—Section 3
intelligent Workload Distribution 8.1
Appendix C: iWD Business Process (IWDBP) iWD Business Process
52. A request is made to the ESP server, to ensure the integrity of the interaction data that was returned after the rules were invoked by the
Genesys Rules Engine.
53. The last Interaction Server-related error is extracted from a variable.
54. A check is done to see if the error code is related to the ESP server communication.
55. The last error is attached to user data as a key-value pair with the key
IWD_BCMS_Error.
56. The interaction is placed in the iWD_ErrorHeld queue.
determined that the last error was potentially communication-related, the last error is attached to user data as a key-value pair with the key
IWD_BCMS_Error
.
58. A delay is introduced, based on the value of the
_delay_ms variable. The
flow goes back to 52 to retry the connection to the ESP server.
59. The ESP result is attached to user data as a key-value pair with the key
IWD_BCMS_Result.
60. Verification is done to check if a business process was assigned by a classification rule.
61. If no business process was assigned, the interaction is placed into the iWD_ErrorHeld queue.
62. If a business process was assigned, then the interaction is placed in the iWD_Captured queue.
Prioritization Strategy
The purpose of this strategy is to invoke the corresponding prioritization rules, analyze the result of the rules application and place the interaction into the appropriate queue, depending on the result.
This strategy processes interactions from the following queues:
• iWD_Captured
Interactions have to satisfy following conditions (see Figure 90 ):
Active interactions only, (interactions which do not have the property
IWD_activationDateTime
set, or this property has a time stamp which is in the past.
Interactions are taken in the order they were submitted.
Deployment Guide 327
Appendix C: iWD Business Process (IWDBP) iWD Business Process
Figure 90: The ‘Active interactions only’ Interaction Queue View Properties
•
iWD_Queued
Interactions have to satisfy the following conditions (see Figure 91 ):
Interactions that are subject for immediate reprioritization (interactions that have the property
IWD_reprioritizeDateTime
set to a time stamp which is in the past)
Interactions are taken in order of
IWD_reprioritizationDateTime
(oldest first).
Figure 91: The ‘To reprioritize’ Interaction Queue View Properties
Prioritization
strategy.
328 intelligent Workload Distribution 8.1
Appendix C: iWD Business Process (IWDBP) iWD Business Process
Deployment Guide
Figure 92: Prioritization Strategy (Entire Flow)
Summary of Flow
in this summary of flow are shown in
.
329
Appendix C: iWD Business Process (IWDBP) iWD Business Process
330
Figure 93: Prioritization Strategy—Section 1
1. Variables are initialized:
_source_queue is the queue from which the interactions came. It will be used to determine if the prioritization service is being requested for initial prioritization or reprioritization.
_error_timeout_ms specifies the delay (in milliseconds) between attempts to invoke rules.
_default_priority specifies the priority which will be assigned if a priority is not specified by the customer (as part of the task capture) or by rules.
2. The
DetermineESPServerName subroutine is invoked to determine the correct ESP server name to use. The subroutine uses the
List Object list
BCMSServerList.
This subroutine also sets up cases when there is reason to retry to invoke the ESP server.
3. If the subroutine fails an error is extracted.
4. This error is attached to user data as a key-value pair with the key
IWD_BCMS_Determination_Error.
5. If the subroutine was successful, a check is done to ensure the existence of the ESP server name that was returned by the subroutine.
6. If the ESP server name was not found, this error is attached to user data as a key-value pair with the key
IWD_BCMS_Determination_Error.
7. The interaction is placed in the iWD_ErrorHeld queue.
8. A request is made to the ESP server, to prepare the interaction data before the Genesys Rules Engine can be called to invoke the prioritization rules.
9. The last Interaction Server-related error is extracted from a variable.
10. The last error is attached to user data as a key-value pair with the key
IWD_BCMS_Error.
intelligent Workload Distribution 8.1
Appendix C: iWD Business Process (IWDBP) iWD Business Process
11. A delay is introduced, based on the value of the
_error_timeout_ms variable. The flow goes back to
to retry the connection to the ESP server.
12. The ESP result is attached to user data as a key-value pair with the key
IWD_BCMS_Result.
26 in this summary of flow are shown in
.
Deployment Guide
Figure 94: Prioritization Strategy—Section 2
13. The
DetermineESPServerName subroutine is invoked to determine the name of the Genesys Rules Engine application. The subroutine uses the
List
Object list
GREServerList.
14. If the subroutine fails an error is extracted.
15. This error is attached to user data as a key-value pair with the key
IWD_GRE_Determination_Error.
16. The interaction is placed in the iWD_ErrorHeld queue.
17. If the subroutine was successful, a check is done to ensure the existence of the ESP server name that was returned by the subroutine. If the ESP server
name was found, flow goes to 20
.
18. If the ESP server name was not found, this error is attached to user data as a key-value pair with the key
IWD_GRE_Determination_Error.
19. The interaction is placed in the iWD_ErrorHeld queue.
20. The
DetermineRulePackageName subroutine is invoked to determine the name of the rule package that the Genesys Rules Engine will be invoking to evaluate the prioritization rules.
21. If the subroutine fails an error is extracted.
22. This error is attached to user data as a key-value pair with the key
IWD_Rule_Package_Determination_Error.
23. The interaction is placed in the iWD_ErrorHeld queue.
24. If the subroutine was successful, a check is done to ensure the existence of the rule package name that was returned by the subroutine. If the rule package name was found, flow goes to
.
331
Appendix C: iWD Business Process (IWDBP) iWD Business Process
25. If the rule package name was not found, this error is attached to user data as a key-value pair with the key
IWD_Rule_Package_Determination_Error.
26. The interaction is placed in the iWD_ErrorHeld queue.
40 in this summary of flow are shown in
.
332
Figure 95: Prioritization Strategy—Section 3
27. An ESP request is sent to the Genesys Rules Engine to evaluate the prioritization rules. If the request to the ESP server was successful, flow goes to
28. The last Interaction Server-related error is extracted from a variable.
29. The last error is attached to user data as a key-value pair with the key
IWD_GRE_Error.
30. A delay is introduced, based on the value of the
_error_timeout_ms variable. The flow goes back to
27 to retry the connection to the ESP
server.
31. If the ESP server reports that the operation was completed successfully, the results are attached to user data as a key-value pair with the key
IWD_GRE_Result.
This key-value pair will have the following format:
"return:ok| NumberOfRulesApplied:<number of applied rules>|RulesApplied:<rule 1 id> <rule1 name>, <rule2 id> <rule2 name>, "
The following is an example of what the result might look like:
AttributeUserData [list, size (unpacked)=168] =
'ESP_Result' [str] =
"return:ok|NumberOfRulesApplied:2|RulesApplied:McrSlt1GlbPrior1
McrSlt1GlbPrioritization1, McrSlt1GlbClsf2
McrSlt1GlbPrioritization2"
32. A request is made to the ESP server, to ensure the integrity of the interaction data that was returned after the rules were invoked by the
Genesys Rules Engine. If the request was successful, flow goes to 36
.
33. If the request to the ESP server was not successful, the last Interaction
Server-related error is extracted from a variable.
34. The last error is attached to user data as a key-value pair with the key
IWD_BCMS_Error.
intelligent Workload Distribution 8.1
Appendix C: iWD Business Process (IWDBP) iWD Business Process
35. A delay is introduced, based on the value of the
_error_timeout_ms variable. The flow goes back to
32 to retry the connection to the ESP
server.
36. The ESP result is attached to user data as a key-value pair with the key
IWD_BCMS_Result.
37. A check is made to see if this is the first time that prioritization rules are being evaluated for the interaction, and the priority was not set up by any
rules. If this check is false, flow goes to 40
.
38. The error message Priority is not set up by rules is attached to interaction server data as a key-value pair with the key
IWD_Prioritization_Error.
39. The interaction is placed in the iWD_ErrorHeld queue.
40. The interaction is placed in the
iWD_Queued queue.
Distribution Strategy
This simple strategy routes interactions to a requested Agent, requested Agent
Group, requested Skill, or to the default iWD Agent Group.
This strategy processes interactions from the following queues:
• iWD_Queued
Interactions have to satisfy the following conditions (see Figure 96 ):
Interactions that are not subject for immediate reprioritization
(interactions that do not have the property
IWD_reprioritizeDateTime set, or that have this property set to a time stamp that is in the future).
Interactions are taken in order of priority (highest priority first)
Deployment Guide
Figure 96: The ‘To distribute’ Interaction Queue View Properties
Distribution
strategy.
333
Appendix C: iWD Business Process (IWDBP) iWD Business Process
Figure 97: Distribution Strategy
334 intelligent Workload Distribution 8.1
Appendix C: iWD Business Process (IWDBP) iWD Business Process
Summary of Flow
Note:
The IRD objects described in this section are keyed to the numbers in
1. Extract information about requested agent, agent group, or skill and initialize internal variables. See
.
Figure 98: Requested Agent and Skill
2. A calculation is done to determine the timeout—how long the interaction should wait for a target to become available.
3. If the reprioritize time was set up and the calculated timeout is less than or equal to the default timeout (
1 hour
, see
), then the timeout remains as it is.
4. If the reprioritize time was not set, or the calculated timeout is greater than the default timeout, then the waiting timeout is set to the default (
1 hour
).
5. Analysis is done to determine whether an agent was requested.
6. If an agent was requested, the URS variable is prepared (
.a is added).
7. Try to route the interaction to the requested agent without waiting (see
Deployment Guide 335
Appendix C: iWD Business Process (IWDBP) iWD Business Process
Figure 99: Route to Agent
8. Try to route the interaction to an agent with the requested skill without
).
336
Figure 100: Route to Skill
9. Analysis is done to determine whether an Agent Group was requested.
10. If an Agent Group was requested, the URS variable is prepared (
.ga is added).
11. Try to route the interaction to the requested Agent Group without waiting
).
intelligent Workload Distribution 8.1
Appendix C: iWD Business Process (IWDBP)
.
iWD Business Process
Figure 101: Route to Requested Agent Group
12. Try to route the interaction to the iWD agent group with a wait time of 60 seconds (see
).
Deployment Guide
Figure 102: Route to Agent Group
13. Get the last error.
14. Verification is done as to why the target was not found.
15. An error code is attached in case of any error other than a timeout.
If more than one target is available, URS uses the
StatAgentsLoading
statistic to select the Agent who has the minimum load (this applies to routing to Skills and routing to Groups only; routing to a requested Agent does not use statistics). For more information about this statistic, see the Universal Routing
8.1 Reference Manual.
The Route Interaction object also has an
Interaction Queue
tab. See
. (This applies to all three Route Interaction objects in this strategy.)
337
Appendix C: iWD Business Process (IWDBP) iWD Business Process
Figure 103: Route Interaction Properties—Interaction Queue
The optional
Interaction Queue
tab enables you to specify two types of queues:
Queues for existing interactions (the queue in which the interaction should be placed after the agent is done working with it).
Queues for new interactions (the queue in which new interactions created by the agent should be placed).
A Description (optional) appears as a hint on the agent desktop as to where to place the interaction.
Mark Interaction as Done Strategy
The purpose of this strategy is to update the Universal Contact Server (UCS) database to mark the interaction as done. This equates to setting the value in the
Status
column of the
Interactions
table to
3
. UCS clients, such as
Interaction Workspace, will then display the status of this interaction as done when the user looks at interactions they have previously processed.
Interactions have to satisfy the following conditions (see Figure 104 on page 339 ):
•
The value of the attached data key
IWD_isContactServer
is
1
•
The value of the attached data key
IWD_isDone
is either null or
0
(zero)
338 intelligent Workload Distribution 8.1
Appendix C: iWD Business Process (IWDBP) iWD Business Process
Figure 104:Mark Interaction as Done View
This strategy processes interactions from the following queues:
•
iWD_Completed
•
iWD_Canceled
•
iWD_Rejected
shows the
Mark Interaction as Done strategy.
Summary of Flow
in this summary of flow are shown in Figure 105 on page 339 .
Figure 105:Mark Interaction as Done Strategy
Deployment Guide 339
Appendix C: iWD Business Process (IWDBP) iWD Business Process
1. Variables are initialized:
_tenant_id
is the Configuration Server Tenant ID associated with the interaction being processed by this strategy.
_interaction_id
is the ID of the interaction being processed by this strategy.
_delay_ms
specifies the delay (in milliseconds) between attempts to communicate with the Universal Contact Server.
2. The
DetermineESPServerName
subroutine is invoked to determine the correct ESP server name to use. The subroutine uses the List Object list called
ContactServerList
. This subroutine also sets up cases when there is reason to retry to invoke the ESP server. If the subroutine is successful, the
3. If the subroutine fails an error is extracted.
4. This error is attached to user data as a key-value pair with the key
IWD_UCS_Determination_Error
.
5. The value of the user data key
IWD_isDone
is set to
0
(zero).
6. The interaction is returned to its previous queue.
7. If the subroutine was successful, a check is done to ensure the existence of the ESP server name that was returned by the subroutine. If the ESP server
name was found, the flow goes to 9
.
8. If the ESP server name was not found, this error is attached to user data as a key-value pair with the key
IWD_UCS_Determination_Error
. Flow goes to
9. The strategy calls a method on the Universal Contact Server to set the status of the interaction to
3
, indicating that the interaction is done.
10. If the invocation of the method on the Universal Contact Server fails, an error is extracted.
11. A check is done to evaluate the error code extracted in step
12. If it makes sense to retry updating the interaction record in UCS, the last error code is attached to the interaction with the user data key
IWD_UCS_Error
.
13. A delay is introduced into the processing. Flow returns to step
.
14. If it does not make sense to retry updating the interaction record in UCS, the last error is attached to the interaction with the user data key
IWD_UCS_Error
.
15. If the UCS update in step 9 was successful, the result from UCS is attached to the interaction with user data key
IWD_UCS_Result
.
16. The value of the user data key
IWD_isDone
is set to
1
.
340 intelligent Workload Distribution 8.1
Appendix C: iWD Business Process (IWDBP) iWD Business Process
Removal Strategy
The purpose of this strategy is to delete expired interactions from the
Interaction Server database.
Note:
This routing strategy has changed significantly from iWD 8.0 and
8.1.0, where it was called the
Archive
A key-value pair in user data with the key
IWD_expirationDateTime
contains information about when an interaction has to be deleted
.
Note:
In release 8.1.1, the meaning of parameter
IWD_expirationDateTime has changed from previous releases.
IWD_expirationDateTime
in 8.1.1 defines the amount of time for which a task is going to be kept in the
Interaction Server database.
This strategy processes interactions from the following queues:
• iWD_Completed
• iWD_Canceled
• iWD_Rejected
Interactions have to satisfy the following conditions (see Figure 106 ):
•
Interactions must either have the property
IWD_expirationDateTime
set, or this property must have a time stamp which is in the past.
•
Interactions are taken in the order they were submitted.
Figure 106: The ‘Expired only’ Interaction Queue View Properties
shows the
Removal
strategy.
Deployment Guide 341
Appendix C: iWD Business Process (IWDBP) Modifying the iWD Business Process
Figure 107:Removal Strategy (Entire Flow)
Summary of Flow
When interactions enter the Removal strategy, the processing of the interaction is stopped. This means that the interaction is deleted from the Interaction
Server database.
Modifying the iWD Business Process
For most environments, the only modification that will need to be made to the iWD Business Process is to the
Distribution
recommended approach to do this is to add a new strategy into the iWD
Business Process, and replace the connection from
iWD_Queued/All
view to the
Distribution
routing strategy with a connection from iWD_Queued
to your own routing strategy where distribution logic is described. Then, link your new distribution strategy to the out of the box iWD_Completed
queue.
By modifying the business process in this way, rather than simply updating the provided Distribution strategy, you can easily import any new versions of the iWD Business Process that might be available in the future (the links will have to be reestablished to your own distribution strategy).
You can also add additional interaction queues into the IWDBP business process, based on your business requirements. However, keep the following points in mind:
•
The iWD_Queued queue must be present for Data Mart to properly count interactions/tasks. You can add other queues to the business process, but only after interactions have passed through the iWD_Queued
queue.
•
Data Mart can properly determine when to consider a task as complete, only if the final queue in the business process is one of the following: iWD_Rejected, iWD_Canceled,
or iWD_Completed.
342 intelligent Workload Distribution 8.1
Appendix
D
Adapting the iWD Business
Process for Standard
Genesys Channels
This Appendix describes how to adapt the iWD Business Process (IWDBP) to work with standard Genesys non-voice channels, such as social media, e-mail, chat, SMS, Gplus Adapters, and custom integrations built with Open Media.
This Appendix contains the following sections:
Adapting IWDBP to Serve E-mail Interactions, page 343
Adapting IWDBP to Serve E-mail
Interactions
This section explains what should be done to adapt the default iWD business process to serve e-mail interactions.
Adding Required Properties to Interactions
In order to keep Data Mart functionality intact and to make Genesys standard channel interactions visible in iWD Manager, some key-value pairs need to be added to the user data of these interactions. The interactions should only be placed into the input queue for the default iWD business process ( iWD_New
) only after these key-value pairs have been added.
The key-value pairs are:
Deployment Guide 343
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Adapting IWDBP to Serve E-mail
•
IWD_tenantId
•
IWD_solutionId
•
IWD_capturePointId
To make the process easier, the iWD Setup Utility includes an additional business process,
Standard Genesys to IWD adapter
(see
business process attaches the required key-value pairs to an interaction and places it into the input queue of the default business process
IWDBP
.
Figure 108: Standard Genesys to iWD Adapter Business Process
shows the
Genesys to IWD
strategy.
Figure 109: Genesys to iWD Strategy
In the
Multi Assign
object, you have to initialize all variables, as shown in
.
344 intelligent Workload Distribution 8.1
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Adapting IWDBP to Serve E-mail
Figure 110: Assign Variables
The IDs are taken from iWD Manager.
Figure 111 and Figure 112 show where
to find your Tenant ID and Solution ID, respectively.
Figure 111: Tenant ID
Figure 112: Solution ID
To get an ID for a capture point, you have to configure a Generic Capture Point
service (see “Generic Capture Point Service” on page 188
). The ID of the
Generic Capture Point service must be populated in the iWD_CapturePointId user data key in the
Genesys to iWD routing strategy that was described earlier.
It will represent a Genesys standard server (in our example, the Genesys
E-mail Server).
Deployment Guide 345
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Adapting IWDBP to Serve E-mail
Adding E-mail Server
A Genesys E-mail Server needs to be added to the
Standard Genesys to IWD
Adapter
business process. You can add the E-Mail Server in two ways:
1. In Configuration Manager or Genesys Administrator, you can update the
E-Mail Server application options to specify iWD_Adapter_ext
as an output queue. Add a section called endpoint:[YourTenantDBID].
In this section, add a new option default
. Set the value of default
to iWD_Adapter_ext
, as
shown in Figure 113 . Next, refresh in IRD and E-mail Server will be added
to the business process with the
iWD_Adapter_ext
queue.
Figure 113: Updating E-mail Server for Standard Genesys to IWD Adapter Business Process
2. The second way to add E-mail Server is to do so explicitly in IRD. Add
E-mail server from
Media Servers
to the
Standard Genesys to IWD Adapter business process and make a connection to the iWD_Adapter_ext
queue. In this method, IRD will update the corresponding option and section in the
E-Mail Server application.
Standard Genesys to IWD Adapter
business process will look after these modifications.
346
Figure 114: Standard Genesys to iWD Adapter Business Process After
Modifications
Modify the Distribution Strategy
In IRD, open the
IWDBP
business process. Open the
Distribution
strategy.
Since there are business actions
Request Agent
,
Request Agent Group,
and
Request Skill
, the default business process has to take three into consideration. That is why there are four objects of type
Route Interaction
.
intelligent Workload Distribution 8.1
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Adapting IWDBP to Serve E-mail
If you have only one Stat Server listed in the
Connections
tab of Interaction
Server, you can skip this step. If not, for the object
Route interaction to
AgentGroup IWD
in the
Target Selection
tab, change the Genesys Stat Server application name and target according to your configuration. If you want to change the length of time URS has to wait for the next available agent (by default it is set to 60 seconds), you can do so by changing the initial value of the variable _default_target_timeout in the first
MultiSelect block in the
routing strategy. See Figure 115 .
Figure 115: Update Route Interaction to Agent Group IWD
You might want to check all of the provided
Route Interaction
objects (by double-clicking on them) to see if they satisfy your business logic. Pay attention only to what statistics are used for
Skill
and
AgentGroup
routing.
Allowing Agents to Send Replies to Inbound E-mails
There are two ways to allow agents to send replies to inbound e-mails: create a new queue and a new strategy in the
IWDBP,
or use a business process that already exists. In this example an existing business process will be used to illustrate how other business processes can be used from the iWD business process.
First, choose a business process to handle agent’s replies and outbound e-mails. Second, specify the queue into which the agent’s reply will be placed.
Third, specify the business process and queue for single outbound e-mails from agents.
Deployment Guide 347
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
In this example the
ABC Simple
business process will process agent’s replies
(with the
Outbound
queue). Also, agents will be given the ability to place interactions into the iWD_Completed
queue. All of this will be done in the
Distribution strategy. The properties on the Interaction Queue tabs of all the
Route Interaction blocks in the strategy must be as shown in Figure 116
.
Figure 116: Route Interaction Object for Distribution Strategy
Examples
In these examples we assume that the default iWD Business Process (
IWDBP
) provides all necessary steps for e-mail processing—namely classification, prioritization, and distribution.
348 intelligent Workload Distribution 8.1
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
The purpose of these examples is to show what needs to be done in order to use
IWDBP
and standard iWD and Genesys Rules System functionality (such as classification and prioritization rules) for e-mail processing.
Note:
The following examples are presented as guidelines. Some of the strategies and objects in the business processes might not be exactly as shown in the following examples.
Deployment Guide 349
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
Requirements
•
A Genesys E-mail solution is installed
•
An iWD solution is installed, which includes the Genesys Rules System
Assumptions
Only one iWD solution will be served by IWDBP. The default iWD business process will process interactions with any media type (the interaction will pass through the business process and be delivered to an agent), but business rules created in these examples will be applicable to e-mails only. We have only one
Agent Group to which the interactions will be assigned.
For all examples, the main flow of
IWDBP
350
Figure 117: Main Flow of IWDBP
You can add E-Mail Server in two ways:
1. In Configuration Manager or Genesys Administrator, you can update the
E-Mail Server application options to specify iWD_New
as an output queue.
Add a section called endpoint:[YourTenantDBID].
In this section, add a new option default
. Set the value of default
to iWD_New
, as shown in
Figure 117 . Next, refresh in IRD and E-mail Server will be added to the
business process with the
iWD_New
queue.
intelligent Workload Distribution 8.1
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
Figure 118: Update E-Mail Server Options
2. The second way to add E-mail Server is to do so explicitly in IRD. Add
E-mail server from
Media Servers
to your business process and make a connection to the iWD_New
queue. In this method, IRD will update the corresponding option and section in the E-Mail Server application.
Example 1
This is a simple example of how business rules can be used. In this example, the default iWD business process will be used for processing Genesys e-mails.
Use Case
In this example, the following scenario/use case is used:
•
For all interactions with
MediaType = email
, the property
ServiceType
will be set to
ChangeAddress
.
•
The property priority
will be set to
100
for all e-mail interactions.
•
Interactions of any
MediaType
should be delivered to the Agent Group
IWD
(interactions with the highest priority have to be delivered first).
•
E-mail interactions have to be reprioritized every 2 hours.
•
After each reprioritization the priority must be increased by 5.
Genesys
Configuration
Preparation of Components
To prepare the Genesys configuration:
•
Add Agents into the
IWD
Agent Group.
•
If it has not already been done, set up a connection between Interaction
Server and both the Business Context Management Service
Application, and the Genesys Rules System
Application.
•
Set the proper outbound queue for E-mail Server. Interactions that are submitted by E-mail Server have to reach the iWD business process in some way. In order to do that we need to change the outbound queue for the E-mail Server application to iWD_New in the endpoints
section (refer to the first method of adding E-mail Server to the business process on
Deployment Guide 351
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
iWD Configuration
page 350 for details). Now your E-mail Server will submit interactions into
the iWD_New
queue, which is the entry point for the default iWD business process.
To prepare the iWD configuration:
Note:
It is recommended to give meaningful names for iWD services and objects. The following format could be useful:
<iWDTenantName><iWDSolutionName><ServiceTypeServiceName>
or
<iWDTenantName><iWDSolutionName><ParentObjectNameObjectName>
.
IWDBP
Preparation
•
Login into iWD Manger by using the default
person account.
•
Create a new iWD tenant. From the drop-down list choose the corresponding Genesys Tenant. It is recommended to give the new iWD tenant the same name as the Genesys tenant. In this example the iWD tenant name will be
MCR
(with ID also set to
MCR
). On the
MCR tenant's
Profile page, configure the URL for the Genesys Rules Authoring Tool.
•
Under iWD tenant
MCR
create a new solution and name it
MCR Solution
with
ID = MCR_SLT.
•
Under iWD tenant
MCR
create a new Role under Security Policy and give some permissions.
•
Under the new solution create the following iWD configurations objects:
iWD Runtime Node. For
Context URL
use the directory name iwd_node provided during installation (by default it should be http://localhost:8080/iwd_node/
). For the
Application
property, use the iWD Runtime Node application as configured in Configuration
Manager or Genesys Administrator.
iWD Logging service iWD Configuration Server Connector service
iWD Interaction Server Connector service iWD Business Context Management service. For the
Application property, use the iWD Business Context Management Service application as configured in Configuration Manager or Genesys
Administrator.
Once your services are all created, you will need to do two more things:
•
Push the business structure changes to the Genesys Rules System.
•
Deploy your iWD Solution to your application server.
You should see two notifications on the top of the iWD Manager screen informing you of these two tasks. You can select each of the hyperlinks to take you to the screen where the task needs to be performed.
To prepare the iWD business process:
352 intelligent Workload Distribution 8.1
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
•
In IRD open
IWDBP
. Open the
Distribution
strategy. Double-click on the fourth
RouteInteraction
block (the one that is used to route to the IWD agent group). In the
Target Selection tab, change the Genesys Stat Server application name and target according to your configuration. See
Figure 119: Preparing the iWD Business Process
Modify the
Standard Rules
Template
Create Rules
For simplicity, in this example conditions will be added to the Standard Rules
Template, which is used for all iWD tenants.
1. Launch the Genesys Rules Development Tool (GRDT) and import the iWD
Standard Rules Template project if it is not already there.
If the template has not already been imported into GRDT, you can find the iWD Standard Rules Template in the directory where iWD Manager supporting files were installed.
Deployment Guide 353
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
2. Expand
Conditions and add four new rule conditions, entering the
Language Expression and
Rule Language Mapping according to the
3. Click
Save
.
4. Right-click the iWD Standard Rules Template and select
Publish.
It will be published to the
Genesys Rules System rules repository.
Table 60: Conditions
Language Expression
Reprioritization was not set up
Rule Language Mapping
eval(!$data.containsKey("IWD_reprioritizeDateTime"))
Note: The
Standard Rules Template contains a standard rule condition called
“Is first prioritization” that does the same thing as
“Reprioritization was not set up”,
but
“Reprioritization was not set up” is included in this example to give you another working example of how to achieve the same result in a business rule.
Reprioritization was set up and in the past eval( $data.containsKey("IWD_reprioritizeDateTime") &&
(getDTValue("IWD_reprioritizeDateTime", $data) <
(getCurrentDT()) ))
KVPair “{k}” is “{v}” eval( getStringValue('{k}', $data).equals('{v}'))
Note: The
Standard Rules Template contains a standard rule condition called
“String “{attribute}” equals “{stringValue}” that does the same thing as
KVPair “{k}” is “{v}”
.
KVPair “{k}” is “{v}” is included in this example to give you another working example of how to achieve the same result in business rules.
KVPair “{k}” is not “{v}” eval( !getStringValue('{k}', $data).equals('{v}'))
Note: You will also need to add two new parameters to the
Standard
Rules Template
—
"k" and "v",
which should both be of type
Input
Value with
Value Type=String.
Create a
Classification Rule
Create a classification rule (see
Figure 120 ). For simplicity Global Rules (at
the rule package level) are used in this example.
1. Log into iWD Manager and launch the Genesys Rules Authoring Tool.
2. Select your iWD tenant.
3. Expand your Solution (
MCR Solution
) and select
New Package.
4. Give the rule package a
Package Name
( mcr
) and a
Business Name
(for example,
MCR Rules
).
5. Select
Package Type iWD.
6. Under
Templates,
select the iWD Standard Rules Template and click
Save.
7. From the navigation tree, select your rule package (
MCR Rules
).
8. Click the
Rules tab.
354 intelligent Workload Distribution 8.1
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
9. Select
New Linear Rule.
10. Give the rule a
Name and, as the rule phase, select classification.
11. Click
Add Condition,
12. Select the
Media type is rule condition.
13. In the condition, from the drop-down list of media types, select email.
14. Click
Add Action
15. Select
Set Priority and set the priority value to
100.
16. Click
Add Action.
17. Select
Set String and set the
ServiceType string equal to the value
ChangeAddress.
18. Click
Add Action.
19. Select
Reprioritize and, for the reprioritization interval, enter
2 hours.
20. Click
Save
.
Figure 120: Create a Classification Rule
Create a
Prioritization Rule
Create a prioritization rule (see
Figure 121 ). For simplicity, Global Rules (at
the rules package level) are used in this example, but these prioritization rules could also be created at the Department or Process level. In this case, you would first need to add a rule back at the Global Rules or level with the rule action
Assign iWD process
, to assign the interaction to an iWD Process.
1. Click
New Linear Rule
.
2. Select prioritization
as the
Phase.
Deployment Guide 355
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
3. Click
Add Condition and select
Media type is.
4. From the media-types drop-down list, select email.
5. Select
Add Condition
and select
Reprioritization was set up and in the past.
6. Click
Add Action,
and select
Increase priority.
7. For the amount the priority should be increased by, enter
5.
8. Click
Add Action, and select
Reprioritize after.
9. For the time at which to reprioritize the interaction, enter
2 hours
(see
.
10. Click
Save
.
Figure 121: Create a Prioritization Rule
Deploy
Modifications
After new rules are created the rule package has to be deployed before the rules will have an affect on your business process. Click on the
Deploy Rules node in the Genesys Rules Authoring Tool (GRAT) navigation tree and select
Deploy Now.
You will receive a notification if the deployment was successful.
Note:
There are two List Objects used in the IWDBP. One contains two lists and the other contains one list. All three lists must be properly configured for the IWDBP to work properly for your iWD Solution
and your rule package. See “Configuration of List Objects” on page 314 .
356 intelligent Workload Distribution 8.1
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
Notes on the iWD Business Process
The following are some important things to note about the iWD business process:
•
Behavior of the iWD_Captured
queue and
Active interactions only view—if the interaction does not have a key-value pair with the key
IWD_activationDateTime
it will be processed immediately; otherwise the interaction will be delayed according to the time stamp in the key-value pair.
•
Behavior of iWD_Queued
queue and
To reprioritize
view—interactions will only be taken through this view with the key
IWD_reprioritizeDateTime
is in the past. This key-value pair is set up by a
prioritization business rule. See “Create a Prioritization Rule” on page 355
.
Path of E-mail Interactions in IWDBP
All business rules will only affect interactions with a
MediaType
equal to email
.
The following are the steps which the interaction will pass through:
•
The interaction is submitted by E-mail Server and is placed into the iWD_New
queue.
•
The interaction is processed by the
Classification strategy. As a result, the classification business rules will be applied to interaction. In this example,
ServiceType
will be set to
ChangeAddress
. Also, the initial
Priority
will be set to
100
and the initial
Reprioritization
time will be set to in 2 hours
.
•
The interaction is placed into the iWD_Captured
queue.
•
The interaction is processed by the
Prioritization
strategy. As a result, the prioritization business rules will be applied to interaction. In this example we have set the initial priority in classification rules, so prioritization rules will be used on the reprioritization step.
•
The interaction is placed into the iWD_Queued
queue.
•
In this example, if no available agents are found, the e-mail interaction will be reprioritized every 2 hours. Its priority will be increased by 5 each time.
Example 2—Departments and Processes
In this example more iWD business objects will be added. This example will show how one flow of interactions can be divided into three streams, and how different business rules can be applied to each stream. In this example the default iWD business process is used for processing Genesys e-mails.
Deployment Guide 357
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
Use Case
In this example the following scenario is used: all interactions with
MediaType
should be divided into three groups based on
Subject
:
NewAccount,
Support,
and all others. All interactions will be delivered to one Agent Group
(
IWD
), but interactions with
Subject = NewAccount
will have highest priority and will be reprioritized the most frequently. Interactions with
Subject =
Support
will have lower priority and all other interactions will have the lowest priority and will be reprioritized less frequently.
Create a
Department and
Processes in iWD
Create Global
Classification
Rules
Rules Creation
Create the Department and Processes in iWD Manager.
1. Select
Departments & Processes.
2. Select your iWD tenant.
3. Select
New Department.
4. Enter a name for the new department (in this example,
Customer Service
).
5. Click
Save.
6. Expand the new Department, you named in Step 4 .
7. Create the following three new Processes under the
Customer Service
Department: Sales, Support,
and
Other,
clicking
Save after each one is created.
8. Redeploy your iWD Solution
9. Push the business structure changes to the Genesys Rules System.
Create new Global classification rules as shown in Figure 122 and Figure 123
.
Remember to save each rule.
shows an example of a Decision
Table rule.
358 intelligent Workload Distribution 8.1
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
Figure 122: Classification Rules for Example 2—Rule 1
Figure 123: Classification Rules for Example 2—Rule 2
Deployment Guide 359
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels
Create
Classification
Rules for each
Process
Create a new classification rule for each process (use Figure 124
as an example).
For the
Sales
process:
Action
Set Priority 100
For the
Support
process:
Action
Set Priority 50
For the
Others
process:
Action
Set Priority 10
Examples
Figure 124: Example Classification Rule for a Process
360 intelligent Workload Distribution 8.1
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
Create
Prioritization
Rules for the
Processes
Create prioritization rules for your processes. See
For the
Sales
process, create the rules outlined in
Table 61: Sales Process Prioritization Rules
.
Rule Name
McrSlt1Prior1Sales
McrSlt1Prior2Sales
Conditions
If Reprioritization was not set up
If Reprioritization was set up and in the past
Actions
Reprioritize after 1 hour
Reprioritize after 1 hour
Increase priority 10
For the
Support
process, create the rules outlined in
Table 62: Support Process Prioritization Rules
Rule Name Conditions
McrSlt1Prior1Support If Reprioritization was not set up
McrSlt1Prior2Support If Reprioritization was set up and in the past
Actions
Reprioritize after 2 hours
Reprioritize after 2 hours
Increase priority 5
For the
Others
process, create the rules outlined in Table 63 .
Table 63: Others Process Prioritization Rules
Rule Name Conditions
McrSlt1Prior1Others If Reprioritization was not set up
McrSlt1Prior2Others If Reprioritization was set up and in the past
Actions
Reprioritize after 3 hours
Reprioritize after 3 hours
Increase priority 1
Deployment Guide 361
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
Figure 125: Prioritization Rules for the Sales Process
Deploy Changes
Deploy your rule package. Refer to page 356
.
Path of E-mail Interactions in IWDBP
All business rules will only affect interactions with a
MediaType
equal to email
.
The following are the steps which the interaction will pass through:
•
The interaction is submitted by E-mail server and is placed into the iWD_New queue.
•
The interaction is processed by the
Classification
strategy. As a result, the classification business rules will be applied to the interaction. In this example, interaction will be assigned to one of the iWD processes depending on
Subject.
•
Classification rules from the assigned process will be applied. As a result, the initial
Priority
will be set—
100
for the
Sales
process,
50
for the
Support
process, and
10
for the
Others
process.
•
The interaction is placed into the iWD_Captured
queue.
•
The interaction is processed by the
Prioritization
strategy. As a result, prioritization business rules from the previously assigned process will be applied to the interaction. In this example it means that the interaction will be scheduled for reprioritization (each hour for the
Sales
process, every 2 hours for the
Support
process, and every 3 hours for the
Others
process).
•
The interaction is placed into the iWD_Queued
queue.
•
In this example, if no available agents are found, the interaction will be passed into the
Prioritization
strategy based on the schedule that was set up earlier, and the
Priority
will be increased based on the assigned process.
362 intelligent Workload Distribution 8.1
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
How to Modify IWDBP to Allow Agents to Reply to
Inbound E-mails and Send Single Outbound E-mails
This section describes how to modify the iWD business process to allow agents to send replies to inbound e-mails, and to send single outbound e-mails.
There are 2 options: create a new queue and a new strategy in
IWDBP
, or use an existing business process. In this example an existing business process will be used to illustrate how other business processes can be used from the iWD business process.
First, choose a business process to handle agent’s replies and outbound e-mails. Second, specify the queue into which the agent’s reply will be placed.
Third, specify the business process and queue for single outbound e-mails from agents.
In this example the
ABC Simple
business process will process agent’s replies
(with the
Outbound
queue). Also agents will be given the ability to place interactions into the following queues in
IWDBP
: iWD_Completed
and iWD_Canceled
. All of this will be done in the
Distribution strategy. The Route
Interaction properties in the strategy must be as shown in Figure 126
.
Deployment Guide
Figure 126: Route Interaction Properties
363
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
Next, assign the E-mail Server that will process the outbound e-mail interactions. To do this in the
ABC Simple business process, open the
Send ABC
strategy. In the Send Email property, select the E-mail Server (see Figure 127
).
Figure 127: Select E-Mail Server
After these modifications the iWD business process should look approximately
.
Figure 128: iWD Business Process after Modifications
364 intelligent Workload Distribution 8.1
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels
Save all modifications and run all participating strategies.
shows the
ABC Simple
business process.
Examples
Figure 129: ABC Simple Business Process
Note:
In this example only one endpoint is configured for E-mail Server, so there is no connection between E-mail Server and the Inbound queue in the
ABC Simple business process.
Deployment Guide 365
Appendix D: Adapting the iWD Business Process for Standard Genesys Channels Examples
366 intelligent Workload Distribution 8.1
Appendix
E
iWD Rules and Existing
Business Processes
This Appendix explains how to use iWD business rules functionality with existing business processes. It explains the modifications that are required to use iWD business rules within existing business processes.
This Appendix contains the following sections:
Using iWD Rules in Existing Business Processes, page 367
Using iWD Rules in Existing Business
Processes
The requirements, assumptions, and examples in this section provide information about how to use iWD Rules in existing Business Processes.
Requirements:
•
A Genesys E-mail solution or any other Genesys eServices solution is installed. (An e-mail solution is used in the example. Modifications will be the same for any other type of media).
•
An iWD solution, including the Genesys Rules System, is installed.
Assumptions:
•
There is only one iWD solution per business process. If you want to use a business process in several iWD solutions, you must:
For iWD native interactions (which always have
IWD_solutionId
):
Deployment Guide 367
Appendix E: iWD Rules and Existing Business Processes Example
Change the
Iwd_Esp_List
and
Iwd_Package_List
List Objects
accordingly (see “Configuration of List Objects” on page 314 ).
Note:
“Native interactions” refers to interactions captured by an iWD capture adapter. Interactions going through the iWD
Business Process that do not come through an iWD capture adapter (that is, interactions coming into the system from a standard Genesys media server, through a Gplus Adapter, or through an integration built with the Genesys Open Media
SDK) are referred to as “non-native” or “foreign” interactions.
For non-native interactions (which do not have
IWD_solutionId
):
Change the logic for assigning solutionId
, based on an interaction’s property, in the
IWD_BusinessRules_Ext
strategy (
Assign Properties block with comment solutionId = ‘Your_solution_id’
).
shows the strategy.
•
Interactions with
MediaType = email
are the only interactions that come as input into existing business processes. If you expect interactions of several media types as input, you must adjust the classification rules in your rule package accordingly (add the condition
“Media type is”
).
•
There is only one Agent Group to which the interactions can be assigned.
If you want to use several Agent Groups you must modify the target selection in the
Process ABC
strategy, which is part of the
ABC Simple BP business process that comes with the eServices Interaction Workflow installation.
ABC Simple BP
The example uses the ABC Simple BP business process that comes with the eServices Interaction Workflow installation. See
Figure 130: ABC Simple BP
Example
This is a simple example that shows how a business process can be modified to use iWD rules.
368 intelligent Workload Distribution 8.1
Appendix E: iWD Rules and Existing Business Processes Example
Use Case
In this scenario, there is a working business process, and you want to deliver interactions to agents based on priority. Priority should be assigned based on e-mail subject.
All incoming interactions (in this example they all have
MediaType = email
) should be divided into three groups based on
Subject
:
NewAccount, Support, and all others. All interactions will be delivered to one Agent Group (
IWD
), but interactions with
Subject = NewAccount
will have the highest priority and will be reprioritized more frequently. Interactions with
Subject = Support
will have lower priority and all other interactions will have the lowest priority and will have the least frequent reprioritization.
Modify the Existing Business Process
Modify the existing business process. Add one more strategy, which will invoke the iWD Business Content Management Service (BCMS) to prepare the interaction user data for rule evaluation, followed by the Genesys Rules
Engine to apply business rules. Also, one queue will be added to the business process. This queue will provide the mechanism for reprioritization and delivering interactions to an agent based on priority.
The iWD Setup Utility includes a sample business process that contains a
couple of strategies and a queue. Figure 131
shows the
ABC IWD Simple BP business process.
Figure 131: ABC IWD Simple BP
Note:
The iWD_BusinessRules_ext and
iWD_Reprioritization_ext routing
strategies (see Figure 131 ) use the two List Objects described in
“Configuration of List Objects” on page 314
.
In this business process, the property of the
All by priority
view is configured as shown in
Conditions
tab is empty). Thus, interactions from this queue and through this view will be taken by priority.
The interaction with the highest priority will be taken first.
Deployment Guide 369
Appendix E: iWD Rules and Existing Business Processes Example
370
Figure 132: All by Priority Interaction Queue View Properties
Properties of the
To reprioritize
view are configured as in
. Thus, interactions from this queue and through this view will be taken sorted by
IWD_reprioritizeDateTime
; and only if
IWD_reprioritizeDateTime
was set and has expired.
Figure 133: ‘To Reprioritize’ Properties—Condition Tab
intelligent Workload Distribution 8.1
Appendix E: iWD Rules and Existing Business Processes Example
Figure 134: ‘To Reprioritize’ Properties—Order Tab
Deployment Guide 371
Appendix E: iWD Rules and Existing Business Processes
shows the iWD Business Rules Ext strategy.
Example
Figure 135: iWD Business Rules Ext Strategy
shows the iWD_Reprioritization_Ext
strategy. The key-value pair
IWD_solutionId
will always be attached after the
IWD_BusinessRules_Ext strategy. This is why no check is made for the presence of that key-value pair in the strategy.
372 intelligent Workload Distribution 8.1
Appendix E: iWD Rules and Existing Business Processes Example
Figure 136: iWD Reprioritization Ext Strategy
Move the iWD_Processed
queue, as well as the iWD_BusinessRules_Ext
and iWD_Reprioritization_Ext
strategies from the
ABC IWD Simple BP business process to the
ABC Simple BP business process.
ABC
Simple BP
will look at this point.
Figure 137: ABC Simple BP with Queue and Strategies Added
Insert the added group between
Inbound queue
and
Process ABC
shows how the
ABC Simple BP
business process will look at this point.
Deployment Guide 373
Appendix E: iWD Rules and Existing Business Processes Example
Figure 138: ABC Simple BP with Group Added
The existing business process is now updated. Next, create business rules in iWD.
Rules creation
Open Genesys Rules Development Tool and modify the Standard Rules
Template as described in “Modify the Standard Rules Template” on page 353 .
Assume that all incoming interactions have
MediaType = email
, so you only need to add the four new Actions.
Create an iWD Tenant and an iWD Solution, as described in “iWD
Create a department and processes as described in “Create a Department and
Processes in iWD” on page 358 .
In Genesys Rules Authoring Tool, create a rule package and add the iWD
Standard Rules Template to the rule package. Create new (package-level)
interactions have
MediaType = email
).
Create prioritization rules for your processes as described in“Create
Prioritization Rules for the Processes” on page 361 .
Deploy your iWD rule package and your iWD Solution.
Path of E-mail Interactions
The interaction will pass through the following are the steps:
1. The interaction is submitted by the Genesys E-mail server and is placed into the
Inbound
queue.
2. The interaction is processed by the
IWD_BusinessRules_Ext
strategy:
a. The BMCS service is invoked by using the Method
BeforeClassification,
to ensure the integrity of the interaction user data prior to the Genesys Rules Engine being invoked.
b. The Genesys Rules Engine is invoked:
374 intelligent Workload Distribution 8.1
Appendix E: iWD Rules and Existing Business Processes Example
The Genesys Rules Engine is called and the global (package-level) classification rules are applied. As a result, the interaction will be assigned to one of iWD processes depending on
Subject.
Immediately after global classification rules are applied, classification rules of the assigned Department and Process will be applied. As a result, the initial
Priority
will be set—
100
for the
Sales
process,
50
for the
Support
process, and
10
for the
Others process.
The BMCS service is invoked with the Method
AfterClassification, to ensure the integrity of the interaction user data after the Genesys Rules Engine was invoked.
c. The BMCS service is invoked with the Method
BeforePrioritization, to ensure the integrity of the interaction user data prior to the Genesys
Rules Engine being invoked.
d. The Genesys Rules Engine is invoked again, to evaluate the prioritization rules.
As a result, prioritization business rules from the previously assigned process will be applied to the interaction. In this example, that means that the interaction will be scheduled for reprioritization
(each hour for the
Sales
process, every 2 hours for the
Support process, and every 3 hours for the
Others
process).
Finally, the BMCS service is invoked with the Method
AfterPrioritization,
to ensure the integrity of the interaction user data after the Genesys Rules Engine was invoked.
3. The
IWD_BusinessRules_Ext
strategy is completed and the interaction is placed into the iWD_Processed
queue.
4. In this example, if no available agents are found, the interaction will be passed to the
IWD_Reprioritization_Ext
strategy based on the schedule that was set up earlier. Priority will be increased, based on the prioritization rules specified in the assigned process. Interaction will be rescheduled for reprioritization and placed back into the iWD_Processed
queue.
Deployment Guide 375
Appendix E: iWD Rules and Existing Business Processes Example
376 intelligent Workload Distribution 8.1
Supplements
Related Documentation
Resources
The following resources provide additional information that is relevant to this software. Consult these additional resources as necessary.
intelligent Workload Distribution (iWD)
•
iWD Data Mart Reference Manual, which describes/provides information about the iWD Data Mart.
•
Release Notes and Product Advisories for this product, which are available on the Genesys Customer Care website at http://genesys.com/customer-care
.
eServices
•
eServices 8.1 Deployment Guide, which includes a high-level overview of features and functions of Genesys eServices together with architecture information and deployment-planning materials. It also introduces you to some of the basic concepts and terminology that are used in this product.
The eServices Deployment Guide also provides information about deploying the Integrated Capture Points.
•
eServices 8.1 User’s Guide, which provides overall information and recommendations on the use and operation of Genesys eServices, and the use and operation of the Integrated Capture Points.
•
eServices 8.1 Reference Manual, which provides information about the configuration options for each eServices component, including options specific to the Integrated Capture Points.
•
eServices 8.1 Open Media Interaction Models Reference Manual, which presents a set of basic interaction models—showing the components that are involved and the messaging (requests, events) among them.
•
“eServices Log Events” in the Framework 8.1 Combined Log Events Help, which is a comprehensive list and description of all events that may be recorded in Management Layer logs.
Deployment Guide 377
Related Documentation Resources
Genesys
•
Genesys Technical Publications Glossary, available on the Genesys
Documentation website , provides a comprehensive list of the Genesys and computer-telephony integration (CTI) terminology and acronyms used in this document.
•
Genesys Migration Guide, available on the Genesys Documentation website and which ships on the Genesys Documentation Library DVD, provides documented migration strategies for Genesys product releases.
Contact Genesys Customer Care 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 these 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.
•
Genesys Database Sizing Estimator 8.x Worksheets, which provides a range of expected database sizes for various Genesys products.
For additional system-wide planning tools and information, see the release-specific listings of System-Level Documents on the Genesys
Documentation website (docs.genesys.com).
Genesys product documentation is available on the:
•
Genesys Customer Care website at http://genesys.com/customer-care
.
•
Genesys Documentation site at http://docs.genesys.com/
.
•
Genesys Documentation Library DVD, which you can order by e-mail from Genesys Order Management at [email protected]
.
378 intelligent Workload Distribution 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 64 describes and illustrates the type conventions that are used in this
document.
Deployment Guide 379
Document Conventions
Table 64: Type Styles
Type Style Used For
Italic • Document titles
• Emphasis
• Definitions of (or first references to) unfamiliar terms
• Mathematical variables
Also used to indicate placeholder text within code samples or commands, in the special case where angle brackets are a required part of the syntax (see the note about angle brackets on
).
Examples
Please consult the Genesys Migration
Guide for more information.
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.
The formula, x +1 = 7 where x stands for . . .
Monospace font
(Looks like teletype
or typewriter text
)
All programming identifiers and GUI elements. This convention includes:
• 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.
• 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.
Select the
Show variables on screen check box.
In the
Operand
text box, enter your formula.
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 brackets ([ ])
A particular parameter or value that is optional 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.
smcp_server -host [/flags]
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.
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.
smcp_server -host <confighost>
380 intelligent Workload Distribution 8.1
Document Conventions
Deployment Guide 381
Document Conventions
382 intelligent Workload Distribution 8.1
Index
Symbols
[] (square brackets)
. . . . . . . . . . . . . . 380
< > (angle brackets)
A
ABC IWD Simple BP business process
ABC Simple BP business process
Access Groups
. . . . . . . . . . . . . . . . 146
ACME Sample Application
ADDP
. . . . . . . . . . . . . . . . . . . 85
angle brackets
. . . . . . . . . . . . . . . . 380
application cluster
. . . . . . . . . . . . . . 267
application installation
audience, for document
B
Boolean
. . . . . . . . . . . . . . . . . . . 292
BPR_iWD_Extension.jar
BPR_iWD_Extension.jar Stat Server option
brackets angle
. . . . . . . . . . . . . . . . . . . . 380
square
. . . . . . . . . . . . . . . . . . . 380
Business Attribute
. . . . . . . . . . . . . . 107
Business Context Management
Service
,
creating
. . . . . . . . . . . . . . . . . . 118
high availability
. . . . . . . . . . . . . . 266
business logic
. . . . . . . . . . . . . . . . 202
C
CancelTask message
capacity rule
. . . . . . . . . . . . . . 103
Capture Adapters
. . . . . . . . . . . . . . 17
Database
. . . . . . . . . . . . . . . . . . 18
Web Service
. . . . . . . . . . . . . . . . . 17
XML
. . . . . . . . . . . . . . . . . . . . . 18
CCPulse+ template
centralized logging
. . . . . . . . . . . . . . .22
centralized logging configuration
Change History view
properties and actions
Classification strategy
CME Tenant
. . . . . . . . . . . . . . . . . 143
commenting on this document
compatibility
. . . . . . . . . . . . . . . . . .56
completed-queues Interaction Server option
CompleteTask message
component
. . . . . . . . . . . . . . . . . . 162
configuration sections
Departments & Processes
Global Task List
. . . . . . . . . . . . . . 135
Modules & Components
Rules Authoring
. . . . . . . . . . . . . . 135
Services
. . . . . . . . . . . . . . . . . . 135
Configuration Server
Configuration Server Connector
Service
creating
. . . . . . . . . . . . . . . . . . 118
Configure Custom Ixn Properties
Solutions and Services
configuring a custom interaction property
centralized logging
iWD Manager logging
iWD Runtime Node logging
using the iWD Setup Utility
Context history
. . . . . . . . . . . . . . . . 139
conventions in document
. . . . . . . . . . . . . . . . 379
type styles
. . . . . . . . . . . . . . . . . 380
CreateTask message
creating iWD Configuration database
iWD Data Mart database
iWD Runtime Node in iWD Manager
iWD Solution in iWD Manager
Deployment Guide 383
Index iWD Tenant in iWD Manager
services in iWD Manager
current-day statistics
custom properties (interaction)
D
Data Mart ETL services
Data Types
. . . . . . . . . . . . . . . . . . 292
database iWD Configuration database
Database Capture Adapter
Database Capture Point
properties
. . . . . . . . . . . . . . . . . 286
database preparation
Database Service
properties
. . . . . . . . . . . . . . . . . 189
databases
Interaction Server
DateTime
. . . . . . . . . . . . . . . . . . . 292
Department Details view
Departments & Processes configuration section
Deployment
Departments and Processes
properties and actions
Solutions and Services
Details view
. . . . . . . . . . . . . . 132
DetermineESPServerName subroutine
DetermineRulePackageName subroutine
Direction
. . . . . . . . . . . . . . . . . . . 292
Distribution strategy
document audience
. . . . . . . . . . . . . . . . . . . 15
change history
. . . . . . . . . . . . . . . . 16
conventions
. . . . . . . . . . . . . . . . 379
errors, commenting on
version number
. . . . . . . . . . . . . . 379
E enable-revoke-from-agent
Error message
. . . . . . . . . . . . . . . . 297
ESP object
. . . . . . . . . . . . . . . . . . 268
F font styles italic
. . . . . . . . . . . . . . . . . . . . 380
monospace
. . . . . . . . . . . . . . . . 380
G
General configuration
Generic Capture Point Service
creating
. . . . . . . . . . . . . . . . . . 118
Genesys Administrator
Genesys Chat
. . . . . . . . . . . . . . . . .14
Genesys E-mail
. . . . . . . . . . . . . . . .14
Genesys Info Mart
. . . . . . . . . . . . . . .21
Genesys Interaction Server Connector
Service properties
Genesys Rules System (GRS)
Genesys SMS
. . . . . . . . . . . . . . . . .14
Genesys Social Engagement
GetTaskInfo message
Global Task List
. . . . . . . . . . . . . . . 135
configuration section
H
Header bar
. . . . . . . . . . . . . . . 132
historical reporting
. . . . . . . . . . . . . . .21
History view
. . . . . . . . . . . . . . 141
properties and actions
HoldTask message
. . . . . . . . . . . . . . 306
I
ICON
. . . . . . . . . . . . . . . . . . . . . .21
ics_multi_media_agent_seat technical license
. . . . . . . . . . . . . . . . .23
Import and Export function
Import and Export view
Import/Export properties and actions
Import/Export view
. . . . . . . . . . . . . . 144
In messages
. . . . . . . . . . . . . . . . . 292
installation
. . . . . . . . . . . . . . . . . . .43
installing
Interaction Server and its databases
iWD Data Mart
iWD Manager
iWD Runtime Node
iWD Setup Utility
iWD Stat Extensions
Integer
. . . . . . . . . . . . . . . . . . . . 292
intelligent Workload Distribution features
. . . . . . . . . . . . . . . . . . . 17
overview
. . . . . . . . . . . . . . . . . . 17
intended audience
. . . . . . . . . . . . . . .15
Interaction Concentrator
interaction custom properties
interaction properties mapping
Interaction Queues
Interaction Server Connector
Service
creating
. . . . . . . . . . . . . . . . . . 118
interactions table
italics
. . . . . . . . . . . . . . . . . . . . . 380
384 intelligent Workload Distribution 8.1
Index iWD
system configuration
Configuration database
features
. . . . . . . . . . . . . . . . . . . 17
installation
. . . . . . . . . . . . . . . . . . 43
overview
. . . . . . . . . . . . . . . . . . . 17
iWD application
. . . . . . . . . . . . . . . . 14
iWD business process
iWD business rules using within an existing business process
iWD installation preparation
. . . . . . . . . . . . . . . . . 55
prerequisites
. . . . . . . . . . . . . . . . . 56
iWD Manager
. . . . . . . . . . . . . . . . . 127
iWD services recommended configuration order
iWD Setup Utility installing
. . . . . . . . . . . . . . . . . . 104
iWD solution
. . . . . . . . . . . . . . . . . 14
iWD state model
. . . . . . . . . . . . . . . 28
IWD_BusinessRules_Ext strategy
iWD_Canceled queue
iWD_Captured queue
iWD_Completed queue
iWD_ErrorHeld queue
iWD_New queue
. . . . . . . . . . . . . . . 317
iWD_Queued queue
iWD_Rejected queue
iWD_Reprioritization_Ext strategy
IWDBP
. . . . . . . . . . . . . . . . . . . . 313
adapting for standard Genesys channels
strategies
. . . . . . . . . . . . . . . . . 317
J
Java SDK
. . . . . . . . . . . . . . . . . . . 56
java-extension-jar Stat Server option
jdbc-driver Stat Server option
jdbc-url Stat Server option
JMS Capture Point
. . . . . . . . . . . . . . 291
K
Kettle ETL Service
properties
. . . . . . . . . . . . . . . . . 194
L
Last Viewed
. . . . . . . . . . . . . . . . . 137
licensing
. . . . . . . . . . . . . . . . . . . 23
Log Viewer
. . . . . . . . . . . . . . . . . . 177
log4j.properties
. . . . . . . . . . . . . . . . 121
Logging Service
creating
. . . . . . . . . . . . . . . . . . 118
properties
. . . . . . . . . . . . . . . . . 183
logs
Management Layer
lookup tables
. . . . . . . . . . . . . . . . . 156
Lookup Tables view
M managed tenant
. . . . . . . . . . . . . . . .45
Managed Tenant Details view
Managed Tenant view properties and actions
Management Layer logging
Mark Interaction as Done
Media Icons view
. . . . . . . . . . . . . . 141
Message Server
. . . . . . . . . . . . . . . .22
messages
CancelTask
. . . . . . . . . . . . . . . . 309
CompleteTask
. . . . . . . . . . . . . . . 306
CreateTask
. . . . . . . . . . . . . . . . 295
Error
. . . . . . . . . . . . . . . . . . . . 297
GetTaskInfo
. . . . . . . . . . . . . . . . 297
HoldTask
. . . . . . . . . . . . . . . . . 306
Ping
. . . . . . . . . . . . . . . . . . . . 310
Pong
. . . . . . . . . . . . . . . . . . . 311
RestartTask
. . . . . . . . . . . . . . . . 309
ResumeTask
. . . . . . . . . . . . . . . 308
Task Action
. . . . . . . . . . . . . . . . 293
Task Notification
TaskAssigned
. . . . . . . . . . . . . . . 305
TaskCanceled
. . . . . . . . . . . . . . . 310
TaskCompleted
. . . . . . . . . . . . . . 306
TaskCreated
. . . . . . . . . . . . . . . 296
TaskDistributedQueue
TaskErrorHeld
. . . . . . . . . . . . . . . 307
TaskHeld
. . . . . . . . . . . . . . . . . 307
TaskInfo
. . . . . . . . . . . . . . . . . . 297
TaskRejected
. . . . . . . . . . . . . . . 310
TaskRestarted
. . . . . . . . . . . . . . . 309
TaskResumed
. . . . . . . . . . . . . . . 308
TaskUpdated
. . . . . . . . . . . . . . . 304
UpdateTask
. . . . . . . . . . . . . . . . 303
Metric template value types
. . . . . . . . . . . . . . . . 165
Metrics templates
Modules
. . . . . . . . . . . . . . . . . . . 163
Modules & Components configuration section
Modules view properties and actions
monospace font
. . . . . . . . . . . . . . . 380
N native interactions
. . . . . . . . . . . . . . 367
Deployment Guide 385
Index
Navigation panel
. . . . . . . . . . . . . . . 134
navigation sections
GeneralGeneral navigation section
navigation tree
. . . . . . . . . . . . . . . . 136
navigation sections
. . . . . . . . . . . . . . 135
Navigational panel
. . . . . . . . . . . . . . 132
O
Object Actions
. . . . . . . . . . . . . . . . 138
Open Media API
. . . . . . . . . . . . . . . 14
Out messages
. . . . . . . . . . . . . . . . 292
P password encoder
. . . . . . . . . . . . . . 76
password Stat Server option
passwordEncoder.cmd file
Person
. . . . . . . . . . . . . . . . . . . . 128
Ping message
. . . . . . . . . . . . . . . . 310
Pong message
. . . . . . . . . . . . . . . . 311
Prioritization strategy
Process Details view
Profile view
. . . . . . . . . . . . . . . 141
properties and actions
R refresh-interval Stat Server option
Removal
. . . . . . . . . . . . . . . . . . . 341
Removal strategy
. . . . . . . . . . . . . . . 317
Reporting
. . . . . . . . . . . . . . . . . . . 20
RestartTask message
ResumeTask message
Rules Authoring configuration section
Runtime Nodes view
properties and actions
S sample application
. . . . . . . . . . . . . . 126
Scheduled ETL Job Service
Scheduled ETL Job service
properties
. . . . . . . . . . . . . . . . . 196
Scripting Service
. . . . . . . . . . . . . . . 291
properties
. . . . . . . . . . . . . . . . . 291
Security Policies properties and actions
Security Policies view
Security Policy
. . . . . . . . . . . . . . . . 146
Service Details view
properties and actions
Service templates
. . . . . . . . . . . . . . 162
service-id-1 Stat Server option
Services configuration section
Configuration Server Connector
Data Mart ETL Services
Kettle ETL Service
Data Mart ETL services
Database Capture Point
Database service
Interaction Server Connector Service
Logging Service
. . . . . . . . . . . . . . 183
Scheduled ETL Job Services
Scripting Service
Web Service Capture Point
XML File Capture Point Service
Services configuration section
Services view
properties and actions
service-tenant-1 Stat Server option
Setup Utility
Solution Details view
properties and actions
Solutions and Services
square brackets
. . . . . . . . . . . . . . . 380
Standard Genesys to IWD adapter business process
. . . . . . . . . . . . . . . 344
Stat Server configuration options
Statistics Adapter Service
String
. . . . . . . . . . . . . . . . . . . . 292
T
Task Action messages
task attribute mapping
task life cycle
. . . . . . . . . . . . . . . . . .26
Task Notification messages
TaskAssigned message
TaskCanceled message
TaskCompleted message
TaskCreated message
TaskDistributedQueue message
TaskErrorHeld message
TaskHeld message
. . . . . . . . . . . . . . 307
TaskInfo message
. . . . . . . . . . . . . . 297
TaskRejected message
TaskRestarted message
TaskResumed message
Tasks distribution
. . . . . . . . . . . . . . . . . 20
prioritization
. . . . . . . . . . . . . . . . . 19
reprioritization
. . . . . . . . . . . . . . . . 20
TaskUpdated message
Tenant Selection
. . . . . . . . . . . . . . . 135
386 intelligent Workload Distribution 8.1
Index tenant-ids Stat Server option
tenant-level configuration
Tomcat
. . . . . . . . . . . . . . . . . . . . 56
type styles conventions
. . . . . . . . . . . . . . . . 380
italic
. . . . . . . . . . . . . . . . . . . . 380
monospace
. . . . . . . . . . . . . . . . 380
typographical styles
U
Unsaved Changes dialog box
UpdateTask message
updating
Interaction Server databases
URS
. . . . . . . . . . . . . . . . . . . . . 56
User
. . . . . . . . . . . . . . . . . . . . . 128
User Access
. . . . . . . . . . . . . . . . . 207
User Profile
. . . . . . . . . . . . . . . . . . 140
user Stat Server option
V verbose Stat Server option
version numbering, document
W
Web Service Capture Adapter
Web Service Capture Point properties
. . . . . . . . . . . . . . . . . 281
Web Service Capture Point Service
WebSphere
. . . . . . . . . . . . . . . . . . 56
WFM
. . . . . . . . . . . . . . . . . . . . . 15
WFM Connector Service
Workforce Management
Workforce Management Connector Service
properties
. . . . . . . . . . . . . . . . . 201
workitem
. . . . . . . . . . . . . . . . . . . 107
X
XML Capture Adapter
XML File Capture Point Service
properties
. . . . . . . . . . . . . . . . . 283
Deployment Guide 387
Index
388 intelligent Workload Distribution 8.1
Pobierz
Publiczny link zaktualizowany
Publiczny link do Twojego czatu został zaktualizowany. You may view and manage your chat links after registration here.
Publiczny link do dokumentu
Reklama
