Genesys 8.1 eServices Deployment Guide
광고
광고
eServices 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 © 2011–2013 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 multichannel customer service - and extending customer service across the enterprise to optimize processes and the performance of customer-facing employees. Go to www.genesyslab.com
for more information.
Each product has its own documentation for online viewing at the Genesys Technical Support website or on the
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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.
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.
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If you have purchased support directly from Genesys, please contact Genesys Customer Care . Before contacting
Customer Care, please refer to the
Genesys Care Program Guide
for complete contact information and procedures.
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Complete information on ordering and licensing Genesys products can be found in the
Genesys Licensing Guide.
Released by
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Document Version: 81mm_dep_11-2013_v8.1.40
1.00
Table of Contents
List of
Procedures
Preface
Chapter 1
eServices and the CIM Platform.............................................................. 12
Making Comments on This Document .................................................... 14
Contacting Genesys Technical Support................................................... 14
Document Change History ...................................................................... 15
New in Document Version 8.1.201.00 ................................................ 15
New in Document Version 8.1.301.00 ................................................ 15
New in Document Version 8.1.401.00 ................................................ 15
Functions and Components..................................................................... 17
Data Storage: Universal Contact Server............................................. 19
Workflow Control ................................................................................ 19
Processing E-Mail............................................................................... 22
Processing Chat ................................................................................. 23
Processing SMS Messages................................................................ 24
Processing MMS Messages ............................................................... 25
Processing Web Callback................................................................... 25
Processing Social Media .................................................................... 25
Required Software Components ............................................................. 26
How to Configure eServices .................................................................... 26
New in This 8.1.4 Release....................................................................... 28
Deployment Guide 3
Table of Contents
Chapter 2
Chapter 3
Chapter 4
Chapter 5
Deployment Task Flow......................................................................... 29
Task Summary: Windows Deployment .................................................... 29
Task Summary: UNIX Deployment .......................................................... 32
Deployment Planning........................................................................... 37
Estimating Database Size ....................................................................... 39
Configuration Worksheet ......................................................................... 42
Deploying Third-Party Web Applications........................................... 55
Java Software Development Kit .............................................................. 56
Installing Apache and Tomcat on Windows ............................................. 57
Connecting Tomcat and its Web Server .................................................. 64
Setting Up the JK1 Connector with Apache........................................ 64
Setting Up the JK1 Connector with IIS 6 or IIS 7................................ 66
Advanced Configuration of the Tomcat Context ................................. 72
Configuring Apache and Tomcat for Linux or Solaris .............................. 76
Deployments with WebSphere on AIX or Solaris .................................... 77
Minimum Requirements ...................................................................... 78
Deploying KANA Response Live for co-browsing ................................... 78
Installing and Configuring KANA Response Live for Windows ........... 82
Installing and Configuring KANA Response Live for Solaris or Linux. 88
Launching a Co-Browsing Session..................................................... 93
Model Configuration and Installation on Windows ........................... 97
The Model Environment .......................................................................... 98
Web Server and Web Application Container ......................................... 101
Configuring eServices Objects .............................................................. 101
Installing eServices Components .......................................................... 136
Generalized Installation Procedure................................................... 137
Manual Installation of eServices Components ...................................... 146
Creating Databases and Running Scripts ............................................. 152
4 eServices 8.1
Table of Contents
Chapter 6
Chapter 7
Chapter 8
Chapter 9
Chapter 10
Chapter 11
Interaction Server Proxy as Reporting Bus....................................... 154
Testing eServices Components ............................................................. 154
Using the Sample Business Processes ............................................ 157
Deploying Java Components on 64-bit Windows and UNIX .......... 165
Old and New Styles of Installation Package .......................................... 165
Installing Components on 64-bit Windows Operating Systems ............. 166
Installing Components on 64-bit UNIX Operating Systems ................... 167
Supported Versions of JDK/JRE............................................................ 168
TLS and Client-Side Port ................................................................... 169
Deploying an E-Mail System in Secured Mode................................ 177
Configuring the Corporate E-Mail Server .............................................. 177
Configuring TLS/SSL for E-mail Server................................................. 178
Multiple Interaction Servers in a Single Tenant............................... 183
Deploying eServices in UNIX Environments.................................... 185
Deploying eServices on UNIX Hosts ..................................................... 185
Note on Java Environment and Libraries for eServices and UCS .... 186
Compatibility Package for Red Hat Linux .............................................. 189
Deploying Genesys Web Applications for
WebSphere on AIX, Solaris, or Windows.......................................... 190
Deploying Genesys Web Applications for WebLogic on Solaris............ 201
Manual Deployment—Web API Server and UCS ............................. 211
Requirements.................................................................................... 212
Configuring Web API Server and UCS.................................................. 212
Installing Web API Server and UCS ...................................................... 215
Deployment Guide 5
Table of Contents
Chapter 12
Manual Deployment—UCS Proxy, Interaction Server Proxy, and
SMS Server.................................................................................... 223
Deploying UCS Proxy or Interaction Server Proxy ................................ 223
Requirements.................................................................................... 224
Deploying SMS Server .......................................................................... 228
Chapter 13
Chapter 14
Chapter 15
Uninstalling eServices ....................................................................... 237
Using Wizards to Uninstall eServices.................................................... 237
Removing eServices Components ........................................................ 238
Removing Genesys Desktop ................................................................. 240
Chapter 16
Starting and Stopping Procedures ................................................... 241
Starting eServices with Solution Control Interface................................. 241
Starting eServices Manually .................................................................. 242
Stopping eServices with Solution Control Interface............................... 244
Appendix
Deploying an E-Mail Solution Using MIME Customization............. 247
Configuring the E-Mail Server Application Object............................. 251
MIME Customization Options Table.................................................. 253
Message Flow Pattern........................................................................... 254
Incoming E-Mail Message Flow........................................................ 254
Outgoing E-Mail Message Flow........................................................ 255
Supplements
Related Documentation Resources ................................................... 257
Document Conventions ...................................................................... 260
Index
6 eServices 8.1
Deployment Guide
List of Procedures
Estimating UCS database size for e-mail interactions . . . . . . . . . . . . . . 40
Estimating UCS database size for chat interactions. . . . . . . . . . . . . . . . 40
Estimating the size of the Interaction Server database . . . . . . . . . . . . . 41
Completing the configuration worksheet . . . . . . . . . . . . . . . . . . . . . . . . 43
Downloading and installing the Java SDK . . . . . . . . . . . . . . . . . . . . . . . 56
Installing the Apache Web Server on Windows . . . . . . . . . . . . . . . . . . . 58
Testing the Apache Web Server on Windows . . . . . . . . . . . . . . . . . . . . 59
Installing the Tomcat web application container on Windows . . . . . . . . 60
Testing the Tomcat installation on Windows . . . . . . . . . . . . . . . . . . . . . 62
Installing the JK1 Connector with Apache . . . . . . . . . . . . . . . . . . . . . . . 64
Testing the JK1 Connector with Apache . . . . . . . . . . . . . . . . . . . . . . . . 65
Installing the JK1 connector with IIS 6 . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Installing the JK1 connector with IIS 7 . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Testing the JK1 Connector with IIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Configuring IIS to serve static content . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Protecting the WEB-INF Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Configuring Tomcat to serve multiple contexts. . . . . . . . . . . . . . . . . . . . 74
Obtaining Apache documentation from the CD . . . . . . . . . . . . . . . . . . . 76
Obtaining Tomcat documentation from the CD and the Web. . . . . . . . . 77
Installing a new SSL certificate using IIS . . . . . . . . . . . . . . . . . . . . . . . . 80
Installing KANA Response Live for Windows . . . . . . . . . . . . . . . . . . . . . 82
Configuring KANA Response Live for Windows. . . . . . . . . . . . . . . . . . . 84
Testing the KANA Response Live installation on Windows . . . . . . . . . . 87
Installing KANA Response Live for Solaris. . . . . . . . . . . . . . . . . . . . . . . 88
Installing KANA Response Live for Linux . . . . . . . . . . . . . . . . . . . . . . . . 89
Creating the KANA database schema on Solaris or Linux . . . . . . . . . . . 90
Configuring KANA Response Live for Solaris or Linux. . . . . . . . . . . . . . 91
Testing the KANA installation on Solaris or Linux . . . . . . . . . . . . . . . . . 92
Launching a co-browsing session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
7
List of Procedures
8
Installing the eServices Configuration Wizards . . . . . . . . . . . . . . . . . . 102
Installing and Starting Interaction Workflow Samples . . . . . . . . . . . . . 103
Configuring eServices objects using the wizard . . . . . . . . . . . . . . . . . . 104
Specifying a webapi-port for Chat Server. . . . . . . . . . . . . . . . . . . . . . . 134
Installing and Starting the Web Callback Application . . . . . . . . . . . . . . 135
Performing an integrated installation of all eServices servers . . . . . . . 138
Creating the Application object. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Installing eServices components on Windows . . . . . . . . . . . . . . . . . . . 148
Installing eServices components on AIX, Solaris, or Linux . . . . . . . . . 151
Running scripts for your databases . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Testing the eServices servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Testing the components using the Web-based TestTool810 . . . . . . . . 155
Testing that Genesys Desktop can handle interactions . . . . . . . . . . . . 156
Configuring ABC Simple BP for routing e-mail interactions . . . . . . . . . 158
Configuring ABC Simple Chat BP for routing chat interactions . . . . . . 159
Sending a test e-mail to a Desktop agent. . . . . . . . . . . . . . . . . . . . . . . 159
Starting a test chat session with a Desktop agent . . . . . . . . . . . . . . . . 160
Sending a test web form e-mail to a Desktop agent. . . . . . . . . . . . . . . 161
Configuring WebCallback BP for routing web callback interactions . . . 162
Sending a test web callback to a Desktop agent . . . . . . . . . . . . . . . . . 164
Generating the .truststore file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Modifying the E-mail Server startup command line on Windows . . . . . 179
Modifying the E-mail Server startup command line on Unix. . . . . . . . . 180
Configuring E-mail Server’s POP, IMAP, and SMTP ports . . . . . . . . . 181
Deploying eServices on Solaris, AIX, or Linux from a Windows host. . 187
Installing Genesys web applications for WebSphere on AIX or Solaris 191
Testing the WebSphere installation on AIX, Solaris, or Windows . . . . 199
Installing Genesys web applications for WebLogic . . . . . . . . . . . . . . . 202
eServices 8.1
List of Procedures
Checking your WebLogic configuration file . . . . . . . . . . . . . . . . . . . . . 203
Deploying your web applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Testing the WebLogic installation and deployment . . . . . . . . . . . . . . . 208
Creating or editing the Web API Server application object. . . . . . . . . . 212
Creating or editing the UCS application object. . . . . . . . . . . . . . . . . . . 213
Creating or editing the UCS Manager application object . . . . . . . . . . . 214
Installing Web API Server on Windows . . . . . . . . . . . . . . . . . . . . . . . . 215
Installing Web API Server on Solaris or Linux . . . . . . . . . . . . . . . . . . . 217
Installing Universal Contact Server on Windows . . . . . . . . . . . . . . . . . 218
Installing Universal Contact Server on AIX, Solaris, or Linux. . . . . . . . 219
Installing Universal Contact Server Manager . . . . . . . . . . . . . . . . . . . . 220
Creating the Proxy application object . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Installing Universal Contact Server Proxy or
Interaction Server Proxy on Windows . . . . . . . . . . . . . . . . . . . . . . 226
Installing Universal Contact Server Proxy or
Interaction Server Proxy on AIX, Solaris, or Linux . . . . . . . . . . . . . 227
Creating the SMS Server application object. . . . . . . . . . . . . . . . . . . . . 229
Installing SMS Server on Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Installing SMS Server on AIX, Solaris, or Linux . . . . . . . . . . . . . . . . . . 231
Configuring eServices Components to work with SMS Server. . . . . . . 232
Uninstalling eServices using the wizards . . . . . . . . . . . . . . . . . . . . . . . 237
Removing eServices components . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Starting eServices using SCI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Starting eServices components from the command line . . . . . . . . . . . 243
Starting eServices components as services. . . . . . . . . . . . . . . . . . . . . 243
Starting eServices from the Windows Start menu . . . . . . . . . . . . . . . . 244
Stopping eServices using SCI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Deploying a MIME-compliant e-mail solution . . . . . . . . . . . . . . . . . . . . 248
Viewing a sample transformer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Creating a custom transformer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Configuring the E-mail Server application object . . . . . . . . . . . . . . . . . 251
Deployment Guide 9
List of Procedures
10 eServices 8.1
Deployment Guide
Preface
Welcome to the eServices 8.1 Deployment Guide. This guide introduces you to the architecture, required components, and procedures relevant to the deployment of a Genesys eServices solution in your contact center.
eServices was known as Multimedia in releases 8.0.0, 7.6, and 7.5, and was known as Multi-Channel Routing in releases 7.0 and 7.1.
This document is valid only for the 8.1 release 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:
eServices and the CIM Platform, page 12
Making Comments on This Document, page 14
Contacting Genesys Technical Support, page 14
Document Change History, page 15
Genesys eServices is a series of components working together to handle interactions from disparate media-based devices. It allows you to centralize your handling of the various communication channels that customers use to reach your interaction contact center. Bringing your eServices solution into production requires that you deploy a number of Genesys components, as well as several separate, third-party software applications, without which eServices cannot work.
For information about related resources and about the conventions that are used in this document, see the supplementary material starting on
11
Preface eServices and the CIM Platform
eServices and the CIM Platform
Genesys eServices (formerly Multimedia) is a cover term for Genesys components that work together to manage interactions whose media is something other than traditional telephonic voice (for example, e-mail or chat).
eServices includes some parts of the Genesys Customer Interaction
Management (CIM) Platform, plus certain of the media channels that run on
top of the Platform. See Figure 1 on page 13 .
CIM Platform
The CIM Platform consists of the following components:
•
Management Framework
•
Reporting (CC Analyzer, CCPulse+)
•
Interaction Management, which in turn consists of:
Universal Routing
Interaction Workflow
Knowledge Management
Content Analysis
Universal Contact History
On top of the CIM Platform are various media channels. Some, such as
Genesys Network Voice, handle traditional telephony. Others, such as Genesys
E-mail, handle other media.
eServices
eServices, then, consists of the following components:
•
From the CIM Platform, all of Interaction Management components except for Universal Routing. This includes:
Interaction Workflow—Centralized handling of interactions irrespective of media type.
Knowledge Management—Creation and maintenance of standard responses and screening rules.
Content Analysis—Optional enhancement to Knowledge Management, applying natural language processing technology to categorize interactions.
Universal Contact History—Storage of data on contacts and on interactions (linked as threads).
Universal Routing is not considered part of eServices because it deals with both traditional telephonic interactions and the nontraditional interactions that are handled in eServices.
12 eServices 8.1
Preface eServices and the CIM Platform
•
From the media channels, at least one of the following:
Genesys E-mail
Genesys Chat (formerly Genesys Web Media)
Genesys SMS (Short Message Service)
Genesys MMS (Multimedia Messaging Service)
Genesys Web Callback
Genesys 3 rd
Party Media—A cover term for Genesys 3rd Party Chat,
Genesys 3rd Party SMS, and other products that provide the ability to add customized support for various media.
•
Optionally, Web Collaboration—the ability for agents and customers to co-browse (simultaneously navigate) shared web pages. This is an option that you can add to either Genesys Chat or Inbound Voice.
Media
Channels
(others) Genesys
Inbound
Voice
Genesys
Network
Voice
Genesys
Genesys
Web
Media
Genesys
3 rd
Party
Media
Interaction Management
Universal Routing
Knowledge Management
Content Analysis
Interaction Workflow Universal Contact History
eServices
Reporting
Framework
Figure 1: eServices in Relation to the CIM Platform and Media Channels
Note:
Although Universal Routing is not considered part of eServices, any functioning solution (platform plus channels) that includes any part of the Interaction Management sector requires Universal Routing.
Licensing
Licensing requirements are:
• For each agent, one eServices Agent seat.
• For each media option, one media channel (E-mail and/or Web Media and/or
SMS and/or custom media).
• For Genesys Content Analyzer, NLP Content Analysis license.
See the Genesys Licensing Guide for additional details.
Deployment Guide 13
Preface Intended Audience
Reporting
Reporting templates are available for eServices. For details see the documents in the Reporting Technical Reference Series.
Intended Audience
This document is primarily intended for system administrators and anyone else who wants to configure and install eServices 8.1. It has been written with the assumption that you have a basic understanding of:
•
Computer-telephony integration (CTI) concepts, processes, terminology, and applications
•
Network design and operation
•
Your own network configurations
•
Internet, e-mail, chat, and World Wide Web basics
You should also be familiar with Genesys Framework architecture and functions.
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 Technical Support
If you have purchased support directly from Genesys, please contact Genesys
Customer Care .
Before contacting Customer Care, please refer to the
Genesys Care Program
Guide
for complete contact information and procedures.
14 eServices 8.1
Preface Document Change History
Document Change History
This section lists topics that are new or that have changed significantly since the first release of this document, which was version v8.1.001.00.
New in Document Version 8.1.201.00
•
The procedure “Specifying a webapi-port for Chat Server” on page 134 has
been modified.
•
The section “Web Service Capture Point” has been added to
“Capture Points”.
New in Document Version 8.1.301.00
•
•
Additional description has been added to the section “Configuring the
Corporate E-Mail Server” on page 177 in Chapter 8 “Deploying an E-Mail
System in Secured Mode.”
•
Chapter 9, “Multiple Interaction Servers in a Single Tenant,” on page 183
has been added.
New in Document Version 8.1.401.00
“Interaction Server Proxy as Reporting Bus” on page 154 describes this new
feature of Interaction Server Proxy.
Deployment Guide 15
Preface Document Change History
16 eServices 8.1
Chapter
1
Overview
Genesys eServices (called Multimedia in 8.0.0 and earlier) is a platform on which you can assemble a coordinated suite of components that processes, manages, and archives customer/agent interactions in the media of your choice. This chapter introduces the components, functionality, and concepts behind them.
The information in this chapter is divided among the following topics:
Functions and Components, page 17
Required Software Components, page 26
How to Configure eServices, page 26
New in This 8.1.4 Release, page 28
Functions and Components
Figure 2 shows the overall functionality of eServices (called Multimedia in
8.0.0 and before), with any media type. This figure shows functions only, not components.
Workflow control
Media interface
End customer
Data storage and organization
Figure 2: General Functioning of eServices
Agent
Deployment Guide 17
Chapter 1: Overview Functions and Components
The three major functions shown in Figure 2
are:
•
The media interface, which brings interactions into the system. It may interface with e-mail, chat, or other media.
•
A database, which stores the history of the interaction and associates it with related interactions to form a thread. It also stores contact information and other types of data used at different points in the processing of interactions.
•
Workflow control, which determines where the interaction goes and what happens to it.
For some media types (such as chat), the media interface also communicates directly with the agent desktop.
The following sections explain these functions further and describe the components involved.
Media Interfaces
The media interfaces available with eServices 8.1 are E-mail Server, Chat
Server, Social Messaging Server, and SMS Server.
Note: eServices 8.1 also supports the processing of 3 rd interactions with the help of Genesys’s 3 rd
Party Media
Party Media SDK and
Interaction SDK products. See the documentation for those products for more information.
•
E-mail Server interfaces with the enterprise mail server and the Genesys
Web API Server, bringing in new e-mail interactions and sending out replies or other outbound messages.
•
Chat Server works with Web API Server to open, conduct, and close chat interactions between agents and customers.
•
SMS Server receives and handles SMS and MMS messages sent from a mobile client. SMS Server uses SMPP v3.4 protocol for SMS support, and
MM1, MM7 protocols for MMS support. For more details see the “SMS
Server” part of the “Administration” section of the “Ongoing
Administration and Other Topics” chapter of the eServices 8.1 User’s
Guide.
•
Web API Server works with Interaction Server to create, schedule and close callback requests via the web.
•
Social Messaging Server provides Social Media functionality, such as support for Facebook, Twitter, and RSS. For more information, see
Chapter 14, “Social Media,” on page 235 .
To the workflow control components, these interfaces transmit operational data about each interaction, consisting of an identifying code plus some data about the interaction (date received, originating party, and so on).
18 eServices 8.1
Chapter 1: Overview Functions and Components
To the data storage components, they transmit the body of the interaction—that is, a transcript of the e-mail or chat session.
Data Storage: Universal Contact Server
Universal Contact Server (UCS) interfaces with a database that stores the following:
•
Contact information, such as names, addresses, phone numbers
•
Contact history: previous interactions with this contact
•
Other data used in processing interactions, such as standard responses and screening rules.
Your eServices installation (as part of the Universal Contact Server installation package) includes scripts for setting up the database (Microsoft SQL Server,
Oracle, and DB2 are supported). Universal Contact Server Manager provides a user interface for setting data-archiving and pruning functions.
Workflow Control
The components illustrated in Figure 3
handle workflow control.
To media interface cache
Interaction Server
Interaction
Server/cache
URS, IRD
Stat
Server
Routing
To data storage
To agent
Classification Server
Knowledge Manager
Training Server eServices component
Optional eServices component
Other Genesys component
Knowledge Management
Figure 3: Workflow Control Components
Not shown in Figure 3 are other required Genesys Management Framework components, such as Configuration Server and the Management Layer.
The workflow control components fall into three groups, described in the following sections.
Deployment Guide 19
Chapter 1: Overview Functions and Components
Interaction Server
Interaction Server is the central interchange for interaction flow.
•
It receives interaction operational data from the media interface.
•
It stores the operational data in a cache (a database) while receiving and transmitting information about the interaction. This cache also contains
queues through which the interaction passes as part of its processing.
•
It works in concert with the Routing components to route interactions according to interaction workflows and routing strategies (see the
section).
•
It provides the means for agents to log in and indicate readiness.
Routing
Routing components include the following:
•
Interaction Routing Designer (IRD) and Universal Routing Server
(URS) design and execute routing strategies, which trigger functions such as automatic responses and screening; apply logic (segmentation and conditional branching) to the flow; and ultimately deliver the interaction to an agent or other target. Routing strategies are one of the two main types of objects used in interaction workflows (see the
section).
•
Interaction Design, a sub component of IRD, creates and displays
Business Processes, which plot an overall path for interactions. Interaction workflows map a route for the interaction between contact center objects, principally queues and routing strategies (see the
section). Interaction workflows are executed by Interaction
Server.
•
Stat Server accumulates data about places, agents, and place/agent groups; converts the data into statistically useful information; and passes these calculations to other software applications. In particular, Stat Server provides information to URS about agents’ capacities in terms of the number of interactions, the media type of an interaction, and so on.
Knowledge Management
Genesys Knowledge Management is made up of the following:
•
Classification Server, which applies screening rules when triggered to do so by a routing strategy. Screening rules are basic pattern-matching queries performed on interaction contents. The results of these queries can then be referred to by further routing strategy logic. In the Genesys Content
Analyzer option (see below), Classification Server also applies models to categorize incoming interactions. Both screening rules and models are stored in the Universal Contact Server database.
20 eServices 8.1
Chapter 1: Overview Functions and Components
•
Training Server, which trains the system to recognize categories. It is active only in the Content Analyzer option (see below).
•
Knowledge Manager, which is the user interface component for
Knowledge Management. You use Knowledge Manager to:
Manage the Standard Response Library, which is a collection of ready-made responses to common inquiries and topics.
Manage screening rules.
Manage categories, which are used to organize standard responses.
Genesys Content Analyzer is an optional enhancement to Knowledge
Management, requiring a separate license. It uses natural language processing technology to analyze incoming interactions for assignment to the categories of the standard response category system. The statistical tools that enable this analysis, called models, are built up and refined by Training Server as it processes collections of preclassified interactions. Setting up and scheduling these training sessions is another function of Knowledge Manager.
FAQ works with Genesys Content Analyzer to convert your category structure and standard responses into an Frequently Asked Questions (FAQ) list. You can either post the resulting list as text on your web site or use it as the source for an automatic question-answering facility.
Summary
To summarize interaction flow:
•
At the highest level the flow is controlled by interaction workflows that
Interaction Server executes.
•
Each interaction workflow contains queues and routing strategies.
•
Routing strategies may bring in other applications/components to apply processing to the interaction—for example, sending a transcription of the chat session to the customer.:
Send an acknowledgment or an automatic reply.
Apply a screening rule.
Apply content analysis (with Content Analyzer option only).
Forward or redirect the interaction.
Deployment Guide 21
Chapter 1: Overview Architecture
Architecture
This section presents the architecture for eServices 8.1. Figure 4
shows the main eServices components.
E-Mail Client
POP/SMTP
Mail Server
E-Mail Server
Routing
Note: Workflow control components are simplified, with Knowledge
Management and Routing shown as single objects
Web Client
Web API
Server
Interaction
Server
Mobile Client
(SMS/MMS)
End customer
SMS
Provider
Chat Server
SMS Server
Genesys
Desktop
Agent
Universal
Contact Server
(UCS)
Knowledge
Management
Note: WebAPIServer has a direct connection to UCS to allow WebSafe E-mail functionality.
Note: Each Genesys component also connects to the Configuration Server for configuration data.
Figure 4: eServices Architecture
Note:
For simplicity, not all connections and details are included in Figure 4 .
For example, many components (including Web API Server) connect to Stat Server.
Interaction processing generally proceeds according to the type of interaction.
The following sections describe how five of the most common interaction types (e-mail, chat, SMS, MMS, and web callback) are processed.
Processing E-Mail
This section describes how e-mails are processed.
1. E-mail interactions arrive in one of two ways:
a. If the customer sends ordinary e-mail, the interaction arrives via the enterprise mail server.
b. If the customer sends e-mail from a web site (by filling out a web form), the interaction arrives via the Web API Server.
2. E-mail Server stores the body of the interaction in the Universal Contact
Server database, and then sends operational data on the interaction to
Interaction Server.
22 eServices 8.1
Chapter 1: Overview Architecture
3. Interaction Server parks the interaction’s operational data in its cache and starts processing the data according to an interaction workflow.
4. What happens next depends on the interaction workflow and the routing strategies that it contains. The system may:
Apply a screening rule.
Assign the interaction to one or more categories (if Content Analyzer is present).
Generate an automatic response.
Route the interaction to an agent’s desktop, possibly also sending an automatic acknowledgment to the customer.
A supervisor may intervene at various points as long as the interaction’s operational data remains in the Interaction Server’s cache and the interaction is not being actively worked on by the Routing components.
5. The agent receives the interaction.
6. The agent may then:
Simply reply to the interaction.
Reply making use of a standard response. With the Content Analyzer option, the interaction may have arrived already equipped with a category assignment and associated suggested response. Otherwise, the agent may search manually for a category with suggested response.
Transfer the interaction to another agent.
Produce a collaborative response by consulting with other agents.
Return the interaction to the system for further processing.
7. When the agent or agents finally release the reply (typically to an
Outbound queue in the Interaction Server cache), the interaction workflow may route it to a senior agent or supervisor for QA review. The reviewer decides whether to let the reply continue through the outbound part of the interaction workflow, return it to the agent for revision, or take other action.
Processing Chat
This section describes how chat interactions are processed.
1. Chat interactions begin processing when the Web Client submits a customer’s chat request to Chat Server.
2. Chat Server creates a chat session and asks Universal Contact Server to create an interaction record.
3. Chat Server submits the interaction to Interaction Server.
4. Interaction Server places the interaction in its initial queue and begins processing it according to an interaction workflow.
Deployment Guide 23
Chapter 1: Overview Architecture
5. The interaction workflow and its component routing strategies may do various things, including sending a message to a customer prior to an agent actually handling the interaction, but eventually they select an agent who is available for chat sessions and send an invitation to that agent to participate in a chat session.
6. The agent connects to the chat session and accepts the invitation.
7. Agent and customer conduct a chat session (exchange with messages and notifications).
8. The chat session ends (by agent request).
9. Chat Server writes the content of the chat session to the Universal Contact
Server database and updates the interaction in Interaction Server.
10. Any postprocessing occurs; for example, a transcript of the chat session is e-mailed to the customer.
Processing SMS Messages
This section describes how SMS interactions are processed.
1. SMS messages arrive when a mobile client sends an SMS message to a phone number of a Contact Center. Genesys SMS Server is a recipient and handler of SMS messages.
SMS Server supports two operational modes: paging mode and session
(chat) mode.
Paging mode refers to receiving an individual SMS message from a mobile client and sending back an agent’s response (paging inbound), or sending an individual SMS message to a mobile client on a Contact Center initiative (paging outbound).
Session (chat) mode refers to creating and keeping an interactive conversation between a mobile client and an agent in the form of a conventional chat session. All messages received and sent during this session are associated with one interaction, which corresponds to this SMS session.
2. The paging mode incorporates capabilities to send and receive individual
SMS messages. SMS server:
Submits the incoming SMS messages to Interaction Server as a new interaction.
Sends SMS messages to mobile clients on requests from an agent, routing strategy, or application.
3. The session mode supports an interactive conversation between a client and an agent:
For an incoming SMS message, SMS Server checks if the mobile client is participating in an active SMS session (Chat Server session).
If a session is found, the SMS Server forwards the message to the session.
24 eServices 8.1
Chapter 1: Overview Architecture
If a session is not found, SMS Server creates a new SMS session. SMS
Server:
Requests Chat Server initiate a chat session.
Stores a record about this session.
Starts forwarding incoming and outgoing messages between the mobile client and the Chat Server session.
Processing MMS Messages
This section describes how MMS interactions are processed.
MMS messages arrive when a mobile client sends an MMS message to a phone number of a Contact Center. Genesys SMS Server is a recipient and handler of MMS messages. MMS messages can include a subject, text parts, multimedia parts, and a presentation scenario specified in an SMIL
(Synchronized Multimedia Integration Language) part of an MMS message.
SMS Server supports inbound mode for MMS messages.
Inbound mode refers to receiving an individual MMS message from a movable client and submitting it to Interaction Server as a new interaction.
Processing Web Callback
This section describes how web callback interactions are processed.
1. A customer schedules web callback in the Web Callback sample application.
2. An interaction is created in Interaction Server and placed in the queue.
3. The interaction is processed by the web callback application business process.
4. Optional: An acknowledgement e-mail is sent to the customer.
5. Optional: An interaction is created in Universal Contact Server database by the business process.
6. The customer can reschedule or cancel the web callback.
7. The web callback interaction is delivered to an agent at the scheduled time.
8. The agent calls the customer.
9. If the agent is unable to reach the customer, the agent can reschedule the web callback and the process returns to
.
10. The agent can “mark done” the web callback interaction.
Processing Social Media
For information about processing Social Media, refer to the
eServices Social
Media Solution Guide
, available on the Genesys Documentation Wiki.
Deployment Guide 25
Chapter 1: Overview Required Software Components
Required Software Components
The components that you must have running to operate an eServices 8.1 environment can be grouped into the following categories. In this list, when the item is a generic description it is followed in parentheses by a typical instance:
• Genesys components
Framework
Any third-party items that Genesys Framework requires, such as a database engine and databases to run with DB Server. (See the
Genesys Supported Operating Environment Reference Guide
for a list of supported databases.)
Configuration Layer
Management Layer
Stat Server (from the Real-Time Metrics Engine)
Genesys Universal Routing (either an Enterprise Routing solution or a
Network Routing solution)
eServices
Servers
Clients
• Web components
Web Server (such as Microsoft IIS)
Browser (such as Microsoft Internet Explorer)
Website content (Genesys supplies Web Samples, a starter application that you can customize).
• Java components
Java virtual machine (such as Java Runtime Environment or JRE)
Java web application container (such as Tomcat)
Note:
The 8.1 release of Genesys eServices supports only specific releases of Tomcat. Check the
Genesys Supported Operating Environment
Reference Guide
for more information.
• Other items
Database engine for Interaction Server and Universal Contact Server databases
How to Configure eServices
You can configure eServices 8.1 in two ways:
•
Using the wizards supplied with the software.
26 eServices 8.1
Chapter 1: Overview How to Configure eServices
•
Manually, using the following steps:
Creating objects in Configuration Manager, one for each eServices component.
Giving the objects the proper settings for options and other attributes.
Assigning the various connections that link components together.
Note:
Whether you are deploying eServices exclusively to a Windows environment or to a Solaris, Linux, or AIX environment, Genesys strongly recommends that you use wizards to install and configure your eServices solution.
Chapter 4, beginning on page 55 , describes the configuration for various
third-party software components that eServices uses, such as Apache or
Microsoft IIS for the web server. In your final deployment, you will of course substitute your own architecture (more or fewer hosts), settings (Configuration
Layer Persons corresponding to actual agents in your environment), and third-party applications (such as WebSphere, rather than Apache or Microsoft
IIS).
Chapter 5, beginning on page 97 , describes a model wizard deployment on a
single Windows host, such as you might use in a lab configuration. (The model does not suggest a production environment.) The sample includes specific values for all settings.
Genesys eServices 8.1 supports Windows, Solaris, Linux, and AIX operating systems. The model installation uses a Windows environment. Deployment for
Solaris, Linux, and AIX environments is similar; the differences are described
in Chapter 10, beginning on page 185 .
If you want to configure and install eServices 8.1 manually in a Windows environment, consult:
•
Configuration Manager 8.1 Help for instructions on using Configuration
Manager.
•
Framework 8.1 Genesys Administrator Help for instructions on using
Genesys Administrator.
•
This chapter, Chapter 1, beginning on page 17
a list of required components.
•
Chapter 5, beginning on page 97 , and each component’s configuration
steps for the required connections between eServices components.
•
eServices 8.1 Reference Manual for descriptions of all eServices options.
Deployment Guide 27
Chapter 1: Overview New in This 8.1.4 Release
New in This 8.1.4 Release
This release includes the following new features:
•
Interaction Management:
Interaction Server Proxy:
Ability to function as a dedicated distribution point for reporting events.
Support of TLS and IPv6.
Interaction Server:
Interdependent login: new value
force-logout for option allow-multiple-agent-connection extends ability to configure how agents log in on multiple connections.
New option
delayed-logout-panic-threshold provides ability to notify reporting clients before and after distribution of events reporting agent state change due to a proxy disconnecting.
Delayed logout for agent clients that disconnect due to intermediate proxy disconnect, configured using new option delayed-logout-timeout.
No reporting events are distributed if agents log in and restore their state within a configurable time interval. This helps to reduce the load on reporting clients.
Ability to broadcast requests to multiple third-party servers of the same type and combine the responses.
Ability for clients to request Agent state information with the new pair of messages
RequestAgentState and
EventAgentState.
Support of IPv6.
Java 7 64-bit support by Integrated Capture Points
Support of IBM DB2 10
•
Genesys E-mail:
Support of Java 7 64-bit
Support of IPv6
Support for the retrieval of e-mail using Exchange Web Services protocol
•
Universal Contact Server (UCS):
Support of DB2 10
Support of Java 7 64-bit
Support of IPv6
•
UCS Proxy—support of IPv6
28 eServices 8.1
Chapter
2
Deployment Task Flow
This chapter guides you through the various actions you must take to plan, deploy, and test your eServices solution.
You can find task flow information for the following operating systems:
Task Summary: Windows Deployment, page 29
Task Summary: UNIX Deployment, page 32
Task Summary: Windows Deployment
This task summary describes a model setup of a blended (e-mail and chat), single-tenant eServices solution deployed on a single Windows host machine, such as might be deployed in a lab setting. Complete these actions in the following order to deploy your solution.
Task Summary: Windows Deployment
Objective
1. Plan your deployment.
Related Procedures and Actions
1. Choose which machines will host eServices and various third party components. For a sample architecture layout,
see “Component Distribution” on page 38
.
2. Choose which machines will host your databases. To help calculate the rough size of your databases, use the formulas
in “Estimating Database Size” on page 39
3. Print out and complete the Configuration Worksheet
(Table 1 on page 43 ) with values that fit your deployment.
2. Complete all prerequisite actions.
1. Verify that all prerequisite components are in place. See
.
2. “Create Host” on page 100 .
Deployment Guide 29
Chapter 2: Deployment Task Flow Task Summary: Windows Deployment
Task Summary: Windows Deployment (Continued)
Objective Related Procedures and Actions
3. Complete all prerequisite actions.
(continued)
3. For deployments across multiple machines, see “Create a
.
4. If you have already installed KANA Response Live, you must stop it from running as a service. For more
information, see “Remove the KANA Response Live Start
5. “Create Contact, Interaction (and Co-Browsing) Databases” on page 101 .
4. Install and configure third-party software for processing
Web-based interactions (chat and web e-mail).
Install, connect, and/or configure components that enable web services. Use one of the following web server/application container combinations.
Apache and Tomcat
For an Apache/Tomcat combination, complete these steps:
1.
Procedure: Downloading and installing the Java SDK, on page 56 .
2.
Procedure: Installing the Apache Web Server on Windows, on page 58
3.
Procedure: Installing the Tomcat web application container on Windows, on page 60
4.
Procedure: Installing the JK1 Connector with Apache, on page 64
IIS and Tomcat
For an IIS/Tomcat combination, complete these steps:
1.
Procedure: Installing the Tomcat web application container on Windows, on page 60
2.
Procedure: Installing the JK1 connector with IIS 6, on page 66 or
Procedure: Installing the JK1 connector with IIS
5. Install and configure third-party software for co-browsing *
*Skip this step if you are not using co-browsing functionality.
To use Genesys co-browsing, install and configure the KANA
Response Live Server.
See Table 4 on page 79 for the deployment task flow.
1.
Procedure: Installing KANA Response Live for Windows, on page 82
2.
Procedure: Configuring KANA Response Live for
3.
Procedure: Testing the KANA Response Live installation on Windows, on page 87
4.
Procedure: Launching a co-browsing session, on page 93
30 eServices 8.1
Chapter 2: Deployment Task Flow Task Summary: Windows Deployment
Task Summary: Windows Deployment (Continued)
Objective
6. Configure eServices objects.
Related Procedures and Actions
.
2. Create sample workflows for routing simple test interactions through the contact center to an agent. See
Procedure: Installing and Starting Interaction Workflow
3. Configure eServices objects for installation. See
Configuring eServices objects using the wizard, on page 104
.
4. Specify the webapi-port
for Chat Server, for dedicated
communication with Web API Server. See Procedure:
Specifying a webapi-port for Chat Server, on page 134 .
5. Create configuration objects and sample workflows for routing web callback interactions through the contact center to an agent. See
Procedure: Installing and Starting the Web
Callback Application, on page 135
.
7. Install eServices components
Procedure: Performing an integrated installation of all eServices servers, on page 138
Note: For deployments across multiple hosts, you need to launch the Integrated Installation one time for each host.
8. Configure and install eServices components not included in the eServices Configuration Wizards
* This step is optional. Your deployment might not require any of these components.
Manually deploy the eServices components that are not included in the eServices Configuration Wizard installation.
Universal Contact Server Proxy or Interaction Server
Proxy
1.
Procedure: Creating the Proxy application object, on page 225
2.
Procedure: Installing Universal Contact Server Proxy or
Interaction Server Proxy on Windows, on page 226
3.
Procedure: Configuring the desktop application to use UCS
Proxy or Interaction Server Proxy, on page 228
SMS Server
1.
Procedure: Creating the SMS Server application object, on page 229
2.
Procedure: Installing SMS Server on Windows, on page 230
3.
Procedure: Configuring eServices Components to work with SMS Server, on page 232
Deployment Guide 31
Chapter 2: Deployment Task Flow Task Summary: UNIX Deployment
Task Summary: Windows Deployment (Continued)
Objective Related Procedures and Actions
9. Verify connections
10. Modify your databases to process interactions
11. Test the components
Procedure: Running scripts for your databases, on page 153
1.
Procedure: Testing the eServices servers, on page 154
2.
Procedure: Testing the components using the Web-based
3.
Procedure: Testing that Genesys Desktop can handle interactions, on page 156
12. Test the setup
1. Double-check that the connections you made with the configuration wizard are in place. For a list of necessary
connections, see Table 2 on page 52
.
2. From Configuration Manager, add a connection from Stat
Server to Interaction Server (or to Interaction Server Proxy;
). Stat Server uses this connection to find and route interactions to available eServices agents.
For more information, see
Procedure: Verifying connections, on page 153
.
1.
Procedure: Configuring ABC Simple BP for routing e-mail interactions, on page 158
2.
Procedure: Configuring ABC Simple Chat BP for routing chat interactions, on page 159
3.
Procedure: Sending a test e-mail to a Desktop agent, on page 159
4.
Procedure: Starting a test chat session with a Desktop agent, on page 160
5.
Procedure: Sending a test web form e-mail to a Desktop agent, on page 161
6.
Procedure: Configuring WebCallback BP for routing web callback interactions, on page 162
7.
8.
Procedure: Sending a test web callback to a Desktop agent, on page 164
Task Summary: UNIX Deployment
For Solaris, AIX, or Linux deployments, Genesys recommends that you use the eServices Configuration Wizards on a Windows host to configure and install components to other hosts. Complete the actions in the following order to deploy your solution.
32 eServices 8.1
Chapter 2: Deployment Task Flow Task Summary: UNIX Deployment
Task Summary: Solaris/AIX/Linux Deployment
Objective
1. Prepare your environment.
2. Configure eServices objects for installation
3. Install Third Party Components
(omit this step for “new-style” installation packages; see
4. Install the eServices components
Related Procedures and Actions
1. Define an environment variable for your eServices directory (for “old-style” installation only; see explanation on
GES_HOME_810
2. Create a shared directory on your UNIX host that your
Windows host can access.
OR
Create a shared directory on the Windows host that your
UNIX hosts can access.
3. If you have already installed KANA Response Live, you must stop it from running as a service. Use the following command: rm -f /etc/rc2.d/S88hipctl
4. Create your databases.
Launch the eServices Configuration Wizard from a Windows host to configure the components that will run in the Solaris,
Linux, or AIX environments.
1.
Procedure: Installing the eServices Configuration
2.
Procedure: Installing and Starting Interaction Workflow
3.
Procedure: Configuring eServices objects using the wizard, on page 104
On each host where you plan to install components, run the
Java Environment and Libraries for eServices and UCS installation package from the following directory:
<platform>\ThirdPartyComponents
Note: For an explanation of the difference between Third
Party Components and ThirdPartyApplications, see the note
.
Run the installation package for each remaining component:
<component>\<platform>
Deployment Guide 33
Chapter 2: Deployment Task Flow Task Summary: UNIX Deployment
Task Summary: Solaris/AIX/Linux Deployment (Continued)
Objective
5. Configure and install eServices components not included in the eServices Configuration Wizards
Related Procedures and Actions
Manually deploy the eServices components that are not included in the eServices Configuration Wizard installation.
Universal Contact Server Proxy or Interaction Server
Proxy
1.
Procedure: Creating the Proxy application object, on page 225
2.
Procedure: Installing Universal Contact Server Proxy or
Interaction Server Proxy on AIX, Solaris, or Linux, on page 227
3.
Procedure: Configuring the desktop application to use
UCS Proxy or Interaction Server Proxy, on page 228
SMS Server
1.
Procedure: Creating the SMS Server application object, on page 229
2.
Procedure: Installing SMS Server on AIX, Solaris, or
3.
Procedure: Configuring eServices Components to work with SMS Server, on page 232
34 eServices 8.1
Chapter 2: Deployment Task Flow Task Summary: UNIX Deployment
Task Summary: Solaris/AIX/Linux Deployment (Continued)
Objective
6. Install and configure third-party software for processing Web-based interactions
Related Procedures and Actions
Install, connect, and/or configure components that enable web services. Use one of the following web server/application container combinations.
Solaris—WebLogic Web Application
1.
Procedure: Installing Genesys web applications for
2.
Procedure: Checking your WebLogic configuration file, on page 203
3.
Procedure: Deploying your web applications, on page 204
4.
Procedure: Testing the WebLogic installation and deployment, on page 208
Solaris—Apache and Tomcat
•
Procedure: Obtaining Apache documentation from the
•
Procedure: Obtaining Tomcat documentation from the
AIX or Solaris—WebSphere Web Application
1.
Procedure: Deploying Genesys web applications for
WebSphere on AIX, Solaris, or Windows, on page 192
2.
Procedure: Testing the WebSphere installation on AIX,
Solaris, or Windows, on page 199
Linux—Apache and Tomcat
1.
Procedure: Obtaining Apache documentation from the
2.
Procedure: Obtaining Tomcat documentation from the
Deployment Guide 35
Chapter 2: Deployment Task Flow Task Summary: UNIX Deployment
Task Summary: Solaris/AIX/Linux Deployment (Continued)
Objective
7. Install and configure third-party software for co-browsing. (Solaris and Linux only)
Related Procedures and Actions
To use Genesys co-browsing, install and configure the
KANA Response Live Server. See Table 4 on page 79 for the
deployment task flow.
Solaris or Linux
1.
Procedure: Installing KANA Response Live for Solaris, on page 88
2.
Procedure: Installing KANA Response Live for Linux, on page 89
3.
Procedure: Creating the KANA database schema on
4.
Procedure: Configuring KANA Response Live for
5.
Procedure: Testing the KANA installation on Solaris or
6.
Procedure: Launching a co-browsing session, on page 93
36 eServices 8.1
Chapter
3
Deployment Planning
This chapter describes, in general terms, how to plan an effective deployment process for eServices 8.1. It covers these topics:
Component Distribution, page 38
Estimating Database Size, page 39
Configuration Worksheet, page 42
For further information about specific issues, see also the “Ongoing
Administration and Other Topics” chapter of the eServices 8.1 User's Guide.
Note:
Genesys recommends that you configure eServices using the wizards provided with it and that, for Windows deployments, you install it using the integrated installation package. These utilities configure and install all eServices components
Overview
Chapter 5, beginning on page 97
, and Chapter 10, beginning on page 185 ,
describe deployment in detail. Before beginning the deployment process there are several things you can think about and do to make the process easier.
Genesys recommends that you configure eServices using the wizards provided with it and that, for Windows deployments, you install it using the integrated installation package. These utilities configure and install all eServices components.
This chapter provides general information on deployment planning. For further information about specific issues, see also the “Ongoing Administration and
Other Topics” chapter of the eServices 8.1 User’s Guide.
Deployment Guide 37
Chapter 3: Deployment Planning Component Distribution
Component Distribution
Genesys recommends that you divide eServices and associated components among several host machines. See
Figure 5 for a sample architecture.
eServices User Interfaces
Windows
Interaction Routing Designer
Knowledge Manager
UCS Manager host network
eServices Core Components
Windows or Unix Server
Interaction Server (with separate installation of DB Server )
Universal Contact Server
E-mail Server Java
Chat Server
SMS Server
Databases
Windows or Unix
Interaction Server cache
Universal Contact Sever database
Web API Server and Third-party Web Components
Windows Server
Solaris Server
(one of the following)
Apache and Tomcat
IIS and Tomcat
(one of the following)
Apache and Tomcat
IBM WebSphere
BEA WebLogic
AIX Server
IBM WebSphere
Linux Server
Apache and Tomcat
Co-Browsing Components
Windows, Solaris, or Linux Server
Genesys Co-Browsing Server
Kana Response Live Server
(requires separate application container from Web API Server)
Figure 5: Sample Architecture for a Single-Tenant eServices Deployment
When choosing host machines for your eServices deployment, keep the following recommendations in mind:
•
Keep web servers for different applications on separate machines. For example, Kana Response Live server installs its own instance of the
Apache Tomcat application container, which you should keep separate from the Apache Tomcat used for Web API Server (according to the procedures available in this guide).
•
Install eServices graphical user interface (GUI) applications on Windows hosts only. These GUI applications include:
Knowledge Manager
38 eServices 8.1
Chapter 3: Deployment Planning Estimating Database Size
Universal Contact Server Manager
Interaction Workflow Samples
•
Based on the load and nature of contact center media (e-mail, chat, or blended), you might need to deploy the following components on separate machines:
Universal Contact Server
E-mail Server
Chat Server
SMS Server
For information about distributing eServices components across multiple hosts for load-balancing purposes, see the “Load Balancing and Backup
Configuration” chapter of the eServices 8.1 User’s Guide.
•
You should also deploy the corporate mail server on a separate computer.
Note:
For low-level load configurations such as a functional lab environment, all components can be installed on a single host.
Estimating Database Size
This section suggests some ways of estimating the size of the Universal
Contact Server (UCS) and Interaction Server databases. Please keep in mind that these are rough estimates only. The size of a database file on a hard drive depends on a number of factors other than the number of interactions it contains. For example:
•
The size of a database file can vary according to the DBMS platform you are using.
•
Interactions are not uniform in size. An e-mail may be as small as 4 KB or it may be 200 KB or more. Also, interactions can include attachments, which can increase size greatly.
Note:
You can configure Universal Contact Server Manager to automatically archive and/or prune old messages to keep this database to a manageable size. See eServices 8.1 Universal Contact Server
Manager Help for more information.
Event Logger functionality was introduced in Multimedia 7.6.1. This feature requires its own database. For more information on Event Logger, including creating the database, refer to the “Event Logger” section in the “Interaction
Server: Advanced Topics” section of the “Ongoing Administration and Other
Topics” chapter of the eServices 8.1 User’s Guide.
Deployment Guide 39
Chapter 3: Deployment Planning Estimating Database Size
Procedure:
Estimating UCS database size for e-mail interactions
Purpose: To calculate the estimated amount of disk space required for the UCS database to store e-mail interactions.
Start of procedure
1. Multiply the number of interactions expected each day by the number of days you want to keep the interactions.
2. Multiply the result by 25 KB (estimating 20 KB for the message body and
5 KB for headers, comments, and indexes).
For example
If you anticipate 100 incoming interactions per day and you want to keep
90 days’ worth of history, reserve 100 x 90 x 25 KB or 225 MB of disk space.
Note:
Though the average interaction will probably be less than 25 KB in size, this is a reliable estimate of the amount of disk space required for contact and history records
3. Add 1 KB for each related contact in the database. So for 100,000 contacts, allow 100 MB for the database.
End of procedure
Next Steps
•
Procedure: Estimating UCS database size for chat interactions
Procedure:
Estimating UCS database size for chat interactions
Purpose: To calculate the estimated amount of disk space required for the UCS database to store chat interactions.
40 eServices 8.1
Chapter 3: Deployment Planning Estimating Database Size
Start of procedure
1. Multiply the number of chat interactions expected each day by the number of days you want to keep the interactions.
2. Multiply the result by 5 KB.
For example
If you anticipate 1000 incoming chat interactions per day, and you want to keep 90 days’ worth of history, reserve 1000 x 90 x 5 KB, or 450 MB of disk space.
3. Add 1 KB for each related contact in the database. So for 100,000 contacts, allow 100 MB for the database.
End of procedure
Next Steps
•
Procedure: Estimating the size of the Interaction Server database
Procedure:
Estimating the size of the Interaction Server database
Purpose: To calculate the estimated amount of disk space required by the
Interaction Server database.
Start of procedure
1. Use the following formula:
(3.5 +d)m = x KB
Where:
•
3.5 KB is the size of system data and business properties (also called operational data). See the initialization script for the particular limit for each property.
•
d is the size, in KB, of attached user data. Attached data is normally 4
KB or less, but it may be more. eServices imposes an upper limit on the size of attached user data written in the logs. However, there is no limit set for the total amount of attached data that Interaction Server has to process.
Tip: For more information about limits, see the eServices 8.1 User’s
Guide.
Deployment Guide 41
Chapter 3: Deployment Planning Configuration Worksheet
•
m is the expected maximum number of active interactions. In choosing this number for Genesys E-mail, take into consideration the large number of e-mails that may build up during off hours or system malfunctions.
Tip: For example, if you limit attached user data to 64 KB and you expect a maximum of 10,000 active interactions, allow about 700 MB for the database .
End of procedure
Next Steps
•
Procedure: Completing the configuration worksheet
Configuration Worksheet
Before you begin deployment, it is helpful to assemble information that the configuration wizards will require you to supply.
Use the following worksheet (see
Table 1 ) to plan your eServices deployment.
After filling out the worksheet you are ready to start the configuration wizards.
This worksheet lists:
•
Values (mostly Application object names and port numbers) that the wizards ask you to invent. You can invent them ahead of time in case you want to incorporate some systematically (for example, you may want all
Application object names to start with a certain prefix, or you may want port numbers to be consecutive or to all start with the same two digits).
•
Model Setup Values used during our model deployment. These provide a reference to help you during the deployment procedures.
•
Names (or other attributes) of non-eServices objects that the wizards ask you to enter. Some of these are likely to exist already. Of those which do not, you can create them before, after, or (in some cases) while running the eServices Wizard. Here are two examples:
eServices requires several databases (tablespaces): one for Interaction
Server, two for UCS, and one for Co-Browsing Server (if you plan on
deploying it). See “Databases and Associated Configuration Objects” on page 44
for more information.
eServices requires a
Person
or
Access Group
object that UCS can use to
log in to Configuration Server (see “Login account” on page 47
).
The wizards also ask you to select some items from a list. This worksheet does
not list most items of this type, but they are described in Chapter 5, beginning on page 97
.
42 eServices 8.1
Chapter 3: Deployment Planning Configuration Worksheet
Procedure:
Completing the configuration worksheet
Purpose: To provide a printable reference sheet that lists all the parameters required to deploy an eServices solution.
Start of procedure
1. Print out
2. Add deployment information for your environment in the
Your Value column.
3. Keep a copy of this worksheet with you during the deployment process.
End of procedure
Next Steps
•
If you already have a web server and servlet for Web API Server installed,
continue with Chapter 5 on page 97 .
•
If you still need to install a web server and servlet, before you start the configuration of eServices objects, continue with:
Windows
UNIX
Table 1: Configuration Worksheet
Field Value
Log In to Wizard Manager
User name
Model Setup Value Description
User password
Application
Host
Port
User name for logging in to
Configuration Server
Password for logging in to
Configuration Server
Configuration Server Manager
Application object name
Host of Configuration Server
Port on Configuration Server host where Configuration
Server listens for queries
Deployment Guide 43
Chapter 3: Deployment Planning Configuration Worksheet
Table 1: Configuration Worksheet (Continued)
Field Value Model Setup Value
MM81_Ixn_DAP
Description
Solution
Name MM81 Invent a name for your eServices solution.
Tenant (in multi-tenant environment)
Name
Databases and Associated Configuration Objects
Note: Before installing eServices, you must configure and install a DBMS and create four databases/tablespaces, one for Interaction Server, two for Universal Contact Server (one main, one archive), and one for Co-Browsing Server (if you plan on deploying it). You can do this before or after running the eServices Wizard.
Interaction Server Database Objects
Name of the
Tenant
object holding the eServices solution that you are configuring.
Database Access Point (DAP)
DAP Name Invent a name for the DAP to use with Interaction Server.
If you intend to use the Event
Logger or message queue functionality you will need additional DAPs.
Configuration and deployment is explained in the “Interaction
Server: Advanced Topics” section of the “Ongoing
Administration and Other
Topics” chapter of the
eServices 8.1 User’s Guide.
44 eServices 8.1
Chapter 3: Deployment Planning Configuration Worksheet
Table 1: Configuration Worksheet (Continued)
Field
DB Server
Name
Value Model Setup Value
DBMS type
Host
Port
SNMP Port
DBMS name
DBMS type
Database name
User name
Password
Description
MM81_IxnDBServer
Microsoft SQL Server
MMHost
6110
Name of the DB Server application object.
Type of database management system you are using
(Microsoft SQL, Oracle,
DB2).
Host where you want DB
Server installed.
Port where DB Server listens for queries.
Not included in the model setup.
Port where DB Server listens for management commands
(optional).
MMHost
Microsoft SQL Server
Name of your database management system.
Type of database management system you are using
(Microsoft SQL, Oracle,
DB2).
IxnDB Name of the database
(tablespace) for Interaction
Server.
sa
<password for user sa>
User name for logging in to the DBMS.
Password for logging in to the
DBMS.
Deployment Guide 45
Chapter 3: Deployment Planning Configuration Worksheet
Table 1: Configuration Worksheet (Continued)
Field Value Model Setup Value
Universal Contact Server (UCS) Database Objects
DB Server
Not needed because UCS uses JDBC to connect with the database.
Database Access Point (DAP)
DAP name MM81_UCS_DAP
Host
Port
DBMS type
Database name
User name
Password
MMHost
1433
Microsoft SQL Server
Customer sa
<password for user sa>
Description
Invent a name for the DAP to use with UCS.
Host name where database is running.
Port where the database listens for queries (for example, 1521 is the default for Oracle, 1433 for Microsoft SQL, 50000 for
DB2).
Type of database management system you are using
(Microsoft SQL, Oracle,
DB2).
Name of the database
(tablespace) for UCS.
User name for logging in to the DBMS.
Password for logging in to the
DBMS.
Universal Contact Server
Name MM81_UCS
Host
Port
MMHost
6120
Invent a name for your UCS
Application object.
Host where you want UCS installed.
Listening port for requests.
46 eServices 8.1
Chapter 3: Deployment Planning Configuration Worksheet
Table 1: Configuration Worksheet (Continued)
Field
Universal
Contact Server
API port
Login account
Value Model Setup Value
Default port value
Description
Port for Remote Method
Invocation (RMI) connection to the UCS API. Must be different from standard server port.
Not specified for the model setup. See the description, and choose a
Person or Access Group accordingly.
The User Account (Person) or
Access Group that UCS will use to log in to Configuration
Server.
Note: This Person or Access
Group must have
Administrator or higher access rights so it can update information in the
Configuration Database. Use an existing account with these rights or create one for the purpose.
Multimedia Switch
Name In the model setup, we select New-Style
Interaction Server, which creates a Multimedia switch and switching office automatically in the background.
Select or create a multimedia switch.
Note: Include only one multimedia switch per tenant to preserve Stat Server and
URS support for Interaction
Server.
Switching Office
Name In the model setup, we select New-Style
Interaction Server, which creates a Multimedia switch and switching office automatically in the background.
Select or create a switching office.
Deployment Guide 47
Chapter 3: Deployment Planning Configuration Worksheet
Table 1: Configuration Worksheet (Continued)
Field
Interaction Server
Name
Value Model Setup Value
MM81_IxnSrv
Host
Port
MMHost
6130
Description
Invent a name for your
Interaction Server Application
Object.
Host where you want
Interaction Server installed.
Port where Interaction Server listens for queries.
Stat Server
Name
Host
Port
In the model setup, we select the existing, properly configured prerequisite Stat Server.
Select or create a Stat Server.
Host of Stat Server.
Port where Stat Server listens for queries.
Application Cluster (optional)
Name Model setup does not use the Application Cluster.
Invent a name for your
Application Cluster.
Web API Server
Name MM81_WebAPIServer
Host
Port
MMHost
80
Invent a name for your Web
API Server Application
Object.
Host where you want Web API
Server installed.
Port for web server (defaults are 80 for HTTP, 443 for
HTTPS); used for load balancing between web clients.
UCS Manager
Name MM81_UCSMgr Invent a name for your UCS
Manager Application Object.
E-Mail Server (for Genesys E-mail)
Name MM81_E-mailServer Invent a name.
48 eServices 8.1
Chapter 3: Deployment Planning Configuration Worksheet
Table 1: Configuration Worksheet (Continued)
Field
Host
Port
POP server
SMTP server
POP3 user name and password
Default e-mail address domain
External agent e-mail address
Integrated Web
Form processing port
(optional)
Automated
Reply Agent
Value Model Setup Value
MMHost
6150
MMHost
Description
Host where you want E-mail
Server installed.
Listening port for requests
The name of your corporate
POP server.
MMHost
Not specified in the model setup. Use valid user information for your corporate mail server.
Address, user name and password for logging on to your POP server.
MMHost
The name of your corporate
SMTP server if different from the POP server.
Domain to be appended to e-mail (both incoming and outgoing) that does not already have a domain specified in its
To
address field.
external@MMHost
7777
Address to be used as the
From address in messages to external agents and as the
To address in messages from external agents. Typically, this is different from your general corporate e-mail addresses.
Listening port number for Web
Form–processing entry point.
Agent1 Notional agent name used in automatic responses. Typically this is something generic like
Genesys Technical Support.
Deployment Guide 49
Chapter 3: Deployment Planning Configuration Worksheet
Table 1: Configuration Worksheet (Continued)
Field
E-mail account(s) for customer access
Value Model Setup Value
<mailboxName1>@MM
Host
<mailboxName2>@MM
Host
Description
Account name and e-mail address. These are the accounts on your corporate
POP server that E-mail Server will pull e-mails from and bring them into the eServices system. Be sure to also create them on your corporate mail server if they do not exist already.
Classification Server
Name
Host
MM81_ClassificationServ er
Invent a name.
MMHost
6160
Host where you want
Classification Server installed.
Listening port for requests.
Port
Training Server
Name
Host
MM81_TrainingServer
MMHost
6170
Invent a name.
Host where you want Training
Server installed.
Listening port for requests.
Port
Knowledge Manager
Name MM81_KnowledgeMana ger
Invent a name.
Chat Server (for Genesys Chat)
Name
Host
MM81_ChatServer
MMHost
6180
Invent a name.
Host where you want Chat
Server installed.
Listening port for requests.
Port
(ID=default)
Port
(ID=webapi)
(recommended)
6181 A specific port for web client connections only.
50 eServices 8.1
Chapter 3: Deployment Planning Configuration Worksheet
Table 1: Configuration Worksheet (Continued)
Field
Port (ID=ESP)
ESP default nickname
Value Model Setup Value
6182 system
Description
Listening port for ESP requests.
Name to be used in place of agent’s name for use in automated chatting.
Co-Browsing Server
Name
Host
MM81_Co-BrowsingServ er
Invent a name.
MMHost2
6195
Host on which you want
Co-Browsing Server installed.
Listening port for requests.
Port
Co-Browsing
Server alias
Invent a four-character name.
Co-Browsing Server Database Access Point (DAP)
Note: If you use the UCS DAP for Co-Browsing Server as well, this is not needed. Genesys does not recommend using the same DAP.
DAP name
Host
In the model setup, we use the UCS DAP and
Database for
Co-Browsing Server.
Invent a name for the DAP to use with Co-Browsing Server.
Host name where database is running.
Port
DBMS type
Database name
Port where the database listens for queries (for example, 1521 is the default for Oracle, 1433 for Microsoft SQL, 50000 for
DB2).
Type of database management system you are using
(Microsoft SQL, Oracle,
DB2).
Name of the database
(tablespace) for Co-Browsing
Server.
Deployment Guide 51
Chapter 3: Deployment Planning Connections Table
Table 1: Configuration Worksheet (Continued)
Field
User name
Password
Value Model Setup Value Description
In the model setup, we use the UCS DAP and
Database for
Co-Browsing Server.
User name for logging on to the DBMS.
Password for logging on to the
DBMS.
Connections Table
Table 2 on page 52 lists connections that you set in the Configuration Layer for
eServices components. eServices 8.1 supports Transport Layer Security (TLS)
and client-side port functionality for some connections. See Chapter 7 on page 169
for more information.
In addition to the information in
•
Connections to Message Server are required only if you are planning to use it for application log output.
•
A Local Control Agent (LCA) runs on each host. All Genesys components on a host connect to the local LCA. Refer to the Framework 8.1
Deployment Guide for details on configuring LCAs.
•
For Reporting purposes, you must also add a connection from your
Reporting Stat Server to Interaction Server (or to Interaction Server Proxy;
see “Interaction Server Proxy as Reporting Bus” on page 154
)..
Note:
It is possible to have multiple connections to some components. These components are marked with a
*
. For information about how and why you use multiple connections, please see the “Load Balancing and
Configuration” chapter of the eServices 8.1 User’s Guide.
Table 2: eServices Application Connections
Application
Chat Server
Classification Server
Connects to
Interaction Server
Message Server
Universal Contact Server
Message Server
Universal Contact Server
52 eServices 8.1
Chapter 3: Deployment Planning Connections Table
Table 2: eServices Application Connections (Continued)
Application
E-mail Server
Interaction Server
Knowledge Manager
Training Server
Connects to
Interaction Server
Message Server
Universal Contact Server
Chat Server (via the ESP port)*
Classification Server
*
E-mail Server
*
Interaction Server DAP
*
Message Server
SMS Server
Stat Server (for reporting)
*
Universal Contact Server
*
Application Cluster
*
Universal Contact Server
Message Server
Universal Contact Server
Universal Contact Server Message Server
Stat Server
*
UCS DAPs
Universal Contact Server Universal Contact Server
Manager
Co-Browsing Server JDBC-based DAP
Message Server
SMS Server Message Server
Chat Server
*
Interaction Server
Solution Control Server
Deployment Guide 53
Chapter 3: Deployment Planning Connections Table
Table 2: eServices Application Connections (Continued)
Application
Web API Server
Connects to
Application Cluster*
Chat Server (via the webapi port)*
Co-Browsing Server
E-mail Server*
Interaction Server
Message Server
Solution Control Server
Stat Server*
Universal Contact Server*
Web API Server a a. If this Web API Server is acting as a load balancer for other Web API Servers.
54 eServices 8.1
Chapter
4
Deploying Third-Party Web
Applications
A web server and a web application container are prerequisites for deploying eServices. Your environment may already have its own established configuration of these components. This chapter describes the steps you must take to install and configure common combinations of these applications, including the Apache Web Server and the Apache Tomcat web application container in Windows, Linux, and Solaris environments, as well as the initial setup for WebSphere in AIX and Solaris environments. Be sure to check the
Genesys Supported Operating Environment Reference Guide
for the supported versions of the third-party software you are using. This chapter includes these sections:
Java Software Development Kit, page 56
Installing Apache and Tomcat on Windows, page 57
Connecting Tomcat and its Web Server, page 64
Configuring Apache and Tomcat for Linux or Solaris, page 76
Deployments with WebSphere on AIX or Solaris, page 77
Deploying KANA Response Live for co-browsing, page 78
Deployment Guide 55
Chapter 4: Deploying Third-Party Web Applications Java Software Development Kit
Note:
It is important to distinguish Third Party Components from third-party
applications.
eServices Third Party Components—refers to a collection of files, mostly Java libraries, that eServices uses for its normal operation.
Third Party Components are included in the integrated install, as described in
Components were renamed to Java Environment and Libraries for eServices and UCS. The Java Environment and Libraries for eServices and UCS installation package places these files in various locations on the host machine.
ThirdPartyApplications—refers to a directory on the eServices product CD that contains the web server Apache, the application container Tomcat, and various supporting files. eServices requires a web server and an application container, but Apache and Tomcat are not the only supported types, and you are not required to install the particular copies in this directory; they are provided as a convenience.
Java Software Development Kit
Procedure:
Downloading and installing the Java SDK
Purpose: Download and install the Java SDK to support Tomcat functionality
(web server-side Java content compilation and execution).
56 eServices 8.1
Chapter 4: Deploying Third-Party Web Applications Installing Apache and Tomcat on Windows
Start of procedure
1. Determine the correct Java software development kit (SDK) for your system. For supported releases of Java SDK on Windows, Solaris, Linux, and AIX systems, see the
Genesys Supported Operating Environment
Reference Guide
.
Tip: Web API Server 8.1 supports JDK 5.0 and 6.0, which use the extended version number format of
1.5.0.
2. Select one of the URLs from the list below, according to your system.
Paste the URL into your browser, replacing
<release_number>
with
1.5.0
, or the supported release number that you found in
Solaris
Linux
http://java.sun.com/j2se/<release_number>/install-solaris.html
http://java.sun.com/j2se/<release_number>/install-linux.html
Windows http://java.sun.com/j2se/<release_number>/install-windows.html
AIX
http://www-1.ibm.com/support/docview.wss?rs=180&context=SSEQ
TP&uid=swg24006713
3. Make sure the
JAVA_HOME
environment variable points to the directory where Java SDK is located. For example, on Solaris it might be this path:
JAVA_HOME=/usr/local/jdk1.5.0_22
export JAVA_HOME
Or for Windows, set the
JAVA_HOME environment variable to something like c:\jdk1.5.0_22
End of procedure
Next Steps
•
If you are deploying the Apache HTTP server and Tomcat Application
Container on a Windows platform, see Procedure: Installing Apache and
.
•
If you are deploying the Apache HTTP server and Tomcat Application
Container on a Solaris or Linux platform, see Procedure: Configuring
Apache and Tomcat for Linux or Solaris, on page 76
.
Installing Apache and Tomcat on Windows
This section describes procedures for installing the Apache Web Server and the
Tomcat web application container in a Windows environment. The installation packages for both Apache and Tomcat are included on your eServices 8.1 CD.
If you are using Microsoft’s Internet Information Server (IIS) as your web server, skip the instructions for installing Apache, proceed to the Tomcat
Deployment Guide 57
Chapter 4: Deploying Third-Party Web Applications Installing Apache and Tomcat on Windows
instructions, and then use the steps in “Setting Up the JK1 Connector with IIS
6 or IIS 7” on page 66 for further configuration details.
Apache
Genesys provides the Apache Web Server with your eServices software. Look for it in the third-party applications portion of the installation CDs.
Procedure:
Installing the Apache Web Server on Windows
Purpose: To install the Apache Web Server on Windows.
Start of procedure
1. Shut down any other web servers (such as IIS) on the machine where
Apache is to run.
2. On the Interaction Management CD, go to the directory
ThirdPartyApplications\Apache<release_number>\Windows\binary.
Find and double-click apache_<release_number>-win32-x86-no_ssl.msi.
3. Click
Next
at the
Welcome
window.
4. Accept the license agreement, and click
Next.
5. Click
Next
at the
Read This First page.
6. At the
Server Information
prompt, enter the following information:
a. Network domain
b. Server name
Note:
Servers may have an external name that differs from the internal name. Be sure to use the right name for your situation.
c. Administrator’s e-mail address.
d. Choose whether to run as a service. Keep the default if you want
Apache running as a service; otherwise select the radio button to manually start and stop Apache. Click
Next to continue
.
7. Choose a typical or custom install.
8. Choose a destination folder. Genesys recommends that you use a short path name, such as
C:\ApacheGroup.
Warning!
Do not include any spaces in the folder name (for example, use
ApacheGroup instead of
Apache Group
).
58 eServices 8.1
Chapter 4: Deploying Third-Party Web Applications Installing Apache and Tomcat on Windows
9. Click
Install
. The Installation Wizard uses the settings you specified to install and configure Apache.
10. Click
Finish.
The installation is complete.
Note:
Throughout this document,
<APACHE_HOME> represents the folder you define here for your Apache installation. During installation, a sub-folder named
Apache2
may be created. If this is the case,
<APACHE_HOME>
represents the folder you define here as well as the sub-folder
Apache2
(
C:\ApacheGroup\Apache2
).
End of procedure
Next Steps
•
If you plan on using Genesys Web Collaboration (Co-Browsing Server), you need to implement a Secure Socket Layer (SSL) for your web server.
See
Procedure: Installing a new SSL certificate using IIS, on page 80
.
•
Otherwise, proceed with
Procedure: Testing the Apache Web Server on
Procedure:
Testing the Apache Web Server on Windows
Purpose: To verify the Apache Web Server installation was successful.
Prerequisites
•
Apache Web Server has been installed. See
Apache Web Server on Windows, on page 58
.
Start of procedure
1. From the Windows taskbar, select
Start > Programs > Apache HTTP Server
<release_number> > Control Apache Server > Start.
Note:
If Apache is already running, then the
Start
command displays an error message. Continue with
to confirm that Apache is running correctly.
2. Open a web browser and go to Apache’s host
( http://<servername_or_IP>:80
). If Apache is running correctly, you will see a white page with the message
It works!
End of procedure
Deployment Guide 59
Chapter 4: Deploying Third-Party Web Applications Installing Apache and Tomcat on Windows
Next Steps
•
Install the Tomcat web application. See
Procedure: Installing the Tomcat web application container on Windows, on page 60
Tomcat
Genesys provides the Tomcat web application container with your eServices software. Look for it in the
ThirdPartyApplications
folder of the installation
CDs.
Note:
The 8.1 release of Genesys eServices supports only specific releases of
Tomcat. Check the
Genesys Supported Operating Environment
Reference Guide
for more information.
Procedure:
Installing the Tomcat web application container on
Windows
Purpose: Tomcat is needed to provide standards-compliant support for servlets and JSP pages.
Start of procedure
1. On the eServices Interaction Management CD, go to the directory
ThirdPartyApplications\Tomcat_Servlet<release_number>\
Windows\binary.
Find and double-click apache-tomcat-<release_number>.exe
.
2. At the
Welcome to the Apache Tomcat Setup Wizard
window, click
Next
.
3. Click
I Agree to accept the license agreement.
4. At the
Installation Options window, select
Full from the
Select type of install
drop-down list (see Figure 6 on page 61 ).
60 eServices 8.1
Chapter 4: Deploying Third-Party Web Applications Installing Apache and Tomcat on Windows
Deployment Guide
Figure 6: Tomcat Installation Options
5. Click
Next
to continue.
6. At the
Choose Install Location
window, enter a path to your Tomcat installation location, and click
Next.
Warning!
Do not include any spaces in the folder name (for example, use
Tomcat6
instead of
Tomcat 6
).
7. Specify the
HTTP/1.1 Connector Port and
Administrator Login details for your Tomcat installation, and click
Next
.
Tip: For the
HTTP/1.1 Connector Port
, you can use the default value of
8080
.
8. Confirm the location of your Java SDK, and click
Install
. The Installation
Wizard uses the settings you specified to install and configure Tomcat.
9. Click
Finish.
The installation is complete.
10. Verify the values of the following environment variables (
Start/My
Computer/Properties/Advanced/Environment Variables
), or create them if they do not already exist:
CATALINA_HOME
—Your Tomcat installation directory.
JAVA_HOME
—Your JDK base directory, as described under “Java
Software Development Kit” on page 56 .
61
Chapter 4: Deploying Third-Party Web Applications Installing Apache and Tomcat on Windows
Note:
Throughout this document,
<CATALINA_HOME>
represents the base directory of your Tomcat installation.
End of procedure
Next Steps
•
Procedure: Testing the Tomcat installation on Windows
.
Procedure:
Testing the Tomcat installation on Windows
Purpose: To verify the Tomcat installation was successful.
If they exist, you should always start and stop Tomcat using the batch files
<CATALINA_HOME>\bin\startup.bat and
<CATALINA_HOME>\bin\shutdown.bat.
Using shutdown.bat
to stop Tomcat stops the executable and also closes various files that would otherwise remain open.
If there are no batch files, use the Tomcat Monitor (visible as an icon in the system taskbar) to start and stop Tomcat.
Tip: You can find an icon for the Tomcat Monitor in the system taskbar:
To start or stop Tomcat, right-click the Tomcat Monitor icon and select your action:
Start service
,
Stop service
, and so on.
Start of procedure
1. Verify that Apache is already running.
2. Start Tomcat using
<CATALINA_HOME>\bin\startup.bat.
If Tomcat is running correctly, you will see a console window (see
62 eServices 8.1
Chapter 4: Deploying Third-Party Web Applications Installing Apache and Tomcat on Windows
Figure 7: Tomcat Console Window
3. Further test the Tomcat installation by opening a browser to http://localhost:8080.
You should see the web page displayed in
Figure 8: Successful Tomcat Installation Web Page
4. Shut down Tomcat. Use shutdown.bat if it exists, or press
Ctrl+C from the console window if the batch file does not exist.
5. Shut down Apache. Select
Start > Programs > Apache HTTP Server
<release_number> > Control Apache Server > Stop.
End of procedure
Deployment Guide 63
Chapter 4: Deploying Third-Party Web Applications Connecting Tomcat and its Web Server
Next Steps
•
Connect Tomcat and its web server. See
Connector with Apache, on page 64 or
Procedure: Installing the JK1 connector with IIS 6, on page 66
.
Connecting Tomcat and its Web Server
This section describes connecting Tomcat and its web server on the Windows platform.
Setting Up the JK1 Connector with Apache
Procedure:
Installing the JK1 Connector with Apache
Purpose: To install the JK1connector to invisibly integrate Tomcat with a web server such as Apache or IIS.
Prerequisites
•
Apache web server is installed. See Procedure: Installing the Apache Web
.
•
.
Start of procedure
1. On the Interaction Management CD, navigate to
ThirdPartyApplications\Tomcat\jk_apache_for_windows\binary and locate the file that matches your version of Apache:
•
mod_jk-1.2.28-httpd-2.2.3.so
(for Apache 2.2 or later)
•
mod_jk-1.2.28-httpd-2.0.52.so
(for Apache 2.0.52 or later)
2. Copy this file to your
<APACHE_HOME>/modules directory, and rename it to mod_jk.so
.
3. In the
<CATALINA_HOME>/conf/jk directory, create a file called workers.properties,
with the following contents: worker.list=ajp13 worker.ajp13.port=8009 worker.ajp13.host=localhost worker.ajp13.type=ajp13
Note:
If there is no jk
directory, create one.
64 eServices 8.1
Chapter 4: Deploying Third-Party Web Applications Connecting Tomcat and its Web Server
4. In the
<APACHE_HOME>/conf directory, create a file called
mod_jk.conf, with the following contents:
<IfModule !mod_jk.c>
LoadModule jk_module "<APACHE_HOME>/modules/mod_jk.so"
</IfModule>
JkWorkersFile "<CATALINA_HOME>/conf/jk/workers.properties"
JkLogFile "<CATALINA_HOME>/logs/mod_jk.log"
JkLogLevel emerg
JkMount /examples/* ajp13
5. Add the following statement to the end of the
<APACHE_HOME>/conf/httpd.conf file:
Include "<APACHE_HOME>/conf/mod_jk.conf"
End of procedure
Next Steps
•
After completing the installation, you should test the JK1 connector to
ensure that it functions properly. See Procedure: Testing the JK1 Connector with Apache
.
Procedure:
Testing the JK1 Connector with Apache
Purpose: To verify the JK1 connector is working correctly.
Prerequisites
•
JK1 connector is installed. See
Procedure: Installing the JK1 Connector with Apache, on page 64
.
Start of procedure
1. Start Tomcat and Apache.
Open a web browser and enter the following address: http://localhost/examples/jsp/jsp2/el/basic-arithmetic.jsp
You should see the web page shown in
Deployment Guide 65
Chapter 4: Deploying Third-Party Web Applications Connecting Tomcat and its Web Server
Figure 9: JK1 Test Page
End of procedure
Next Steps
•
If you want your eServices solution to include co-browsing functionality, see
Procedure: Deploying KANA Response Live for co-browsing, on page 78 .
•
Otherwise, you can begin to deploy the Model Setup of the eServices
components. See Chapter 5 on page 97
.
Setting Up the JK1 Connector with IIS 6 or IIS 7
eServices 8.1 supports IIS 6 and IIS 7.
Note:
Make sure that IIS 6 Management Compatibility is installed on the host with IIS 7 (go to S erver Manager > Roles > Web Server (IIS) >
Management Tools
and install “IIS 6 Management Compatibility” if it is not already installed).
The procedures for setting up the JK1 connector with each version is very similar, but there are a few minor differences, so the instructions are broken into two separate procedures. Refer to the procedure for the version of IIS that you are using.
Procedure:
Installing the JK1 connector with IIS 6
Purpose: To install the JK1 connector with IIS 6.
66 eServices 8.1
Chapter 4: Deploying Third-Party Web Applications Connecting Tomcat and its Web Server
Prerequisites
•
.
Start of procedure
1. On the Interaction Management CD, go to
ThirdPartyApplications\Tomcat\jk_apache_for_windows\binary
, locate isapi_redirect<release number>.dll
, and place it in c:\jakarta-tomcat\bin
.
2. Create the properties files workers.properties
and uriworkermap.properties
in c:\jakarta-tomcat\conf
.
Here is a minimum workers.properties
, using just ajp13
to connect your
IIS web server to the Tomcat engine.
# workers.properties
#
# This file provides minimal jk configuration properties needed to
# connect to Tomcat.
# Define 1 real worker using ajp13
# worker.list=ajp13w
#
# Set properties for worker ajp13w
# Note that the name and the type do not have to match.
# worker.ajp13w.type=ajp13 worker.ajp13w.host=localhost worker.ajp13w.port=8009
Here is a minimum example of uriworkermap.properties
:
# This file provides sample mappings for example
# ajp13w worker defined in workermap.properties
/examples/*=ajp13w
Note:
The workers.properties
and uriworkermap.properties
files must be saved in Microsoft Windows/MS-DOS format. Otherwise, an error will occur when installing the Web API Server and setup will not proceed.
3. In the registry, create a new registry key named:
HKEY_LOCAL_MACHINE\SOFTWARE\Apache Software Foundation\Jakarta
Isapi Redirector\1.0
4. Add a string value with the name extension_uri
and a value of
/jakarta/isapi_redirect.dll
.
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Chapter 4: Deploying Third-Party Web Applications Connecting Tomcat and its Web Server
5. Add a string value with the name log_file
and a value pointing to where you want your log file to be (for example c:\jakarta-tomcat\logs\isapi.log
).
6. Add a string value with the name log_level
and a value for your log level
(can be debug
, info
, error
or emerg
).
7. Add a string value with the name worker_file
and a value which is the full path to your workers.properties
file (for example, c:\jakarta-tomcat\conf\workers.properties
).
8. Add a string value with the name worker_mount_file
and a value which is the full path to your uriworkermap.properties
file (for example c:\jakarta-tomcat\conf\uriworkermap.properties
).
9. Using the IIS management console, add a new virtual directory to your IIS web site. The name of the virtual directory must be jakarta
. Its physical path should be the directory where you placed isapi_redirect.dll
(in our example it is c:\jakarta-tomcat\bin
). While creating this new virtual directory assign it with execute
access.
10. Using the IIS management console, add isapi_redirect.dll
as a filter in your IIS web site. The name of the filter should reflect its task (for example, tomcat
), its executable must be our c:\jakarta-tomcat\bin\isapi_redirect.dll
.
11. Open IIS Manager, as shown in Figure 10
.
68
Figure 10: IIS Manager
12. Click
Add New Web Service Extension
. The resulting dialog box is shown
.
eServices 8.1
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Deployment Guide
Figure 11: New Web Service Extension
13. In the New Web Service Extension dialog box:
a. In the
Extension name
box, type jakarta
.
b. In the
Required files
box, click
Add
and browse to the location of the isapi_redirect.dll
file.
c. Select the
Set extension status to Allowed
check box, then click
OK
.
14. Restart the IIS service. Ensure that the filter you added in
marked with a green up-pointing arrow.
End of procedure
Next Steps
•
After completing the installation, you should test the JK1 connector to
ensure that it functions properly. See Procedure: Testing the JK1 Connector with IIS .
Procedure:
Installing the JK1 connector with IIS 7
Purpose: To install the JK1 connector with IIS 7.
Prerequisites
•
.
69
Chapter 4: Deploying Third-Party Web Applications Connecting Tomcat and its Web Server
Start of procedure
1. On the Interaction Management CD, go to
ThirdPartyApplications\Tomcat\jk_apache_for_windows\binary
, locate isapi_redirect<release number>.dll
, and place it in c:\jakarta-tomcat\bin
.
2. Create the properties files workers.properties
and uriworkermap.properties
in c:\jakarta-tomcat\conf
.
Here is a minimum workers.properties
, using just ajp13
to connect your
IIS web server to the Tomcat engine.
# workers.properties
#
# This file provides minimal jk configuration properties needed to
# connect to Tomcat.
# Define 1 real worker using ajp13
# worker.list=ajp13w
#
# Set properties for worker ajp13w
# Note that the name and the type do not have to match.
# worker.ajp13w.type=ajp13 worker.ajp13w.host=localhost worker.ajp13w.port=8009
Here is a minimum example of uriworkermap.properties
:
# This file provides sample mappings for example
# ajp13w worker defined in workermap.properties
/examples/*=ajp13w
Note:
The workers.properties
and uriworkermap.properties
files must be saved in Microsoft Windows/MS-DOS format. Otherwise, an error will occur when installing the Web API Server and setup will not proceed.
3. In the registry, create a new registry key named:
HKEY_LOCAL_MACHINE\SOFTWARE\Apache Software Foundation\Jakarta
Isapi Redirector\1.0
4. Add a string value with the name extension_uri
and a value of
/jakarta/isapi_redirect.dll
.
5. Add a string value with the name log_file
and a value pointing to where you want your log file to be (for example c:\jakarta-tomcat\logs\isapi.log
).
70 eServices 8.1
Chapter 4: Deploying Third-Party Web Applications Connecting Tomcat and its Web Server
6. Add a string value with the name log_level
and a value for your log level
(can be debug
, info
, error
or emerg
).
7. Add a string value with the name worker_file
and a value which is the full path to your workers.properties
file (for example, c:\jakarta-tomcat\conf\workers.properties
).
8. Add a string value with the name worker_mount_file
and a value which is the full path to your uriworkermap.properties
file (for example c:\jakarta-tomcat\conf\uriworkermap.properties
).
9. Open IIS 7 Manager.
10. Navigate to your host.
11. Double click on the ISAPI and CGI Restrictions icon.
12. On the right hand panel, click
Add...
13. Point the path to your i sapi_redirect.dll
file and give it a description, for example, jakarta.
14. Check
Allow extension path to execute
.
15. Click on the Default Website and navigate to
ISAPI Filters
.
16. On the right hand panel, click on
Add... give the filter a name (for example, jakarta
), and point to your isapi_redirect.dll
file.
17. Navigate to your Default Website again.
18. Add a virtual directory and name it jakarta
. Point this to the directory containing isapi_redirect.dll
.
19. Click on the newly created virtual directory jakarta
.
20. Navigate into
Handler Mappings
, on the right hand side there is a panel called
Actions
. Click on
Edit Feature Permissions
and click the execute permission.
21. Navigate to your host context again and do a restart.
Note:
If you are running a 32 bit version of Tomcat with a 32 bit JK connector on a x64 OS, you have to configure the
Application Pool
-> Advanced Settings -> Enable 32 bit Applications = TRUE
.
End of procedure
Next Steps
•
After completing the installation, you should test the JK1 connector to
ensure that it functions properly. See Procedure: Testing the JK1 Connector with IIS .
Deployment Guide 71
Chapter 4: Deploying Third-Party Web Applications Connecting Tomcat and its Web Server
Procedure:
Testing the JK1 Connector with IIS
Purpose: To verify the JK1 connector is working correctly.
Prerequisites
•
The JK1 connector is installed. See Procedure: Installing the JK1 connector with IIS 6, on page 66
or
Procedure: Installing the JK1 connector with IIS 7, on page 69
.
Start of procedure
1. Start Tomcat. Start or restart IIS.
2. Open a web browser and go to: http://localhost/examples/jsp/jsp2/el/basic-arithmetic.jsp
You should see the web page shown in
.
Figure 12: JK1 Test Page
End of procedure
Next Steps
•
Optional:
Advanced Configuration of the Tomcat Context .
Advanced Configuration of the Tomcat Context
To perform additional advanced configuration of your IIS-Tomcat implementation, see the following:
•
Procedure: Configuring IIS to serve static content, on page 73
72 eServices 8.1
Chapter 4: Deploying Third-Party Web Applications Connecting Tomcat and its Web Server
•
Procedure: Protecting the WEB-INF Directory, on page 74
•
Procedure: Configuring Tomcat to serve multiple contexts, on page 74
Procedure:
Configuring IIS to serve static content
Purpose: To configure IIS-Tomcat so that IIS handles all static content (
.html
,
.jpg
, and so on), leaving Tomcat to process the Java Server Pages (JSP) and servlets.
Genesys eServices web applications (Web API Server) use a combination of static web pages and active java content. You can reduce processing time by letting IIS serve static pages, even if these files are part of a context already served by Tomcat. For example, the
.html
and
.gif
files in the examples context do not need to be served from the Tomcat process—it is enough for IIS to serve them.
Start of procedure
1. Configure IIS to include the Tomcat contexts.
Adding a Tomcat context to IIS requires the addition of a new IIS virtual directory that covers the Tomcat context. For example, you could add a
/example
IIS virtual directory that covers the
D:\tomcat\webapps\examples directory.
2. Configure the redirector to leave the static files for IIS.
To configure the redirector, you must edit the uriworkermap.properties
file to specify the URL-path pattern(s) that you want Tomcat to handle (usually only JSPs and servlets). For the examples
context, you must replace the following line:
/examples/*=ajp13 with the following two lines:
/examples/*.jsp=ajp13
/examples/servlet/*=ajp13
The second line is more explicit; it actually instructs the redirector to redirect only the following:
Requests to resources under
/examples/servlet/.
Resources under
/examples/ whose name ends with
.jsp.
You can be more explicit and provide lines such as the following:
/examples/servlet/<servletname>=ajp13
This instructs the redirector to redirect requests whose URL path equals
/examples/servlet/<servletname> to the worker named ajp13.
End of procedure
Deployment Guide 73
Chapter 4: Deploying Third-Party Web Applications Connecting Tomcat and its Web Server
Next Steps
•
If you want to do any more advanced configuration of the Tomcat context, return to the list of configuration options—see
Advanced Configuration of the Tomcat Context, page 72
.
•
If you want your eServices solution to include co-browsing functionality, see
Deploying KANA Response Live for co-browsing, page 78 .
•
Otherwise, you can begin to deploy the Model Setup of the eServices components—see
Procedure:
Protecting the WEB-INF Directory
Each servlet application (context) has a special directory named
WEB-INF.
This directory contains sensitive configuration data and Java classes, and you must prevent web users from accessing or even seeing these directories. Although you can use the IIS management console to do this, the administrator must remember that it has been done. To avoid this complication, the redirector plugin automatically protects your
WEB-INF directories by rejecting any request that contains
WEB-INF
in its URL-path.
Start of procedure
•
You do not need to perform any actions to obtain this
WEB-INF protection. The redirector plugin does this automatically.
End of procedure
Next Steps
•
If you want to do any more advanced configuration of the Tomcat context, return to the list of configuration options—see
Advanced Configuration of the Tomcat Context, page 72
.
•
If you want your eServices solution to include co-browsing functionality, see
Deploying KANA Response Live for co-browsing, page 78 .
•
Otherwise, you can begin to deploy the Model Setup of the eServices components—see
Procedure:
Configuring Tomcat to serve multiple contexts
Purpose: To configure the workers.properties
file so that different Tomcat processes can serve different contexts—for example, to spread the load among different machines.
74 eServices 8.1
Chapter 4: Deploying Third-Party Web Applications Connecting Tomcat and its Web Server
Summary
For Tomcat to serve multiple contexts, you must:
•
Define the workers (the Tomcat processes or instances) that you want to use.
•
Assign each context its own worker.
Start of procedure
1. Open the workers.properties
file, located in the
<CATALINA_HOME>/conf directory.
2. In the worker.list
entry, add workers using the following format: worker.list=<a comma separated list of worker names>
Example
worker.list=ajp13, ajp13second
3. Add entries for each individual worker, one for each associated host and port, using the following format: worker.<worker name>.<property>=<property value>
Example
worker.ajp13.host=localhost worker.ajp13.port=8007 worker.ajp13second.host=otherhost worker.ajp13second.port=8007
4. You can now assign the workers to serve the various contexts (one worker for each context).
For example, look at the following uriworkermap.properties
fragment:
/examples/*=ajp13
/webpages/*=ajp13second
The examples
context is served by ajp13
while the webpages
context is served by ajp13second.
End of procedure
Next Steps
•
If you want to do any more advanced configuration of the Tomcat context, return to the list of configuration options—see
Advanced Configuration of the Tomcat Context, page 72
.
•
If you want your eServices solution to include co-browsing functionality, see
Deploying KANA Response Live for co-browsing, page 78 .
•
Otherwise, you can begin to deploy the Model Setup of the eServices
components—see Chapter 5 on page 97 .
Deployment Guide 75
Chapter 4: Deploying Third-Party Web Applications Configuring Apache and Tomcat for Linux or Solaris
Configuring Apache and Tomcat for Linux or Solaris
This section points you to third-party documentation on how to perform further
Apache and Tomcat configuration for Solaris or Linux. You can obtain third-party documentation using either of these methods:
•
Procedure: Obtaining Apache documentation from the CD
•
Procedure: Obtaining Tomcat documentation from the CD and the Web
Note:
For information about deploying Solaris or AIX with IBM WebSphere, or Solaris with BEA WebLogic, see the following sections:
•
Deploying Genesys Web Applications for WebSphere on AIX,
•
Deploying Genesys Web Applications for WebLogic on Solaris, page 201
Procedure:
Obtaining Apache documentation from the CD
Start of procedure
1. From the Interaction Management CD, locate the
.html
file applicable to your operating system from one of the following folders:
Solaris
ThirdPartyApplications\Apache2.2.14\solaris\apache_documentation.ht
ml
Linux
ThirdPartyApplications\Apache2.2.14\linux\apache_documentation.html
2. Open the apache_documentation.html
file. This document can assist you in installing and building Apache for a Solaris or Linux environment.
End of procedure
Next Steps
•
If you have not done so already, configure and install eServices as outlined in:
Deploying eServices on UNIX Hosts, page 185
76 eServices 8.1
Chapter 4: Deploying Third-Party Web Applications Deployments with WebSphere on AIX or Solaris
Procedure:
Obtaining Tomcat documentation from the CD and the
Web
Purpose: To obtain Tomcat documentation.
Start of procedure
1. From the Interaction Management CD, locate the
.html
file:
ThirdPartyApplications\TomCat_Servlet6.0.20\unix\tomcat_documentati on.html
2. Open the tomcat_documentation.html
file. This document includes information about installing, configuring, and operating an Apache Tomcat server.
3. For documentation about installation, building, and configuring mod_jk
for
UNIX, see: http://tomcat.apache.org/connectors-doc/index.html
4. The site referenced above also describes how to connect Apache to Tomcat on UNIX.
Note:
You can access links to these same locations from the port
8080
page of your local host when your Tomcat server is running: http://localhost:8080/docs
End of procedure
Next Steps
•
If you have not done so already, configure and install eServices as outlined in:
Deploying eServices on UNIX Hosts, page 185
Deployments with WebSphere on AIX or
Solaris
If you intend to use WebSphere on AIX or Solaris for eServices and its
Web-based interaction capabilities, necessary components, such as an
Enterprise Archive project, are dynamically generated during installation of the Genesys Web API Server for AIX or Solaris. (This feature was introduced in the 7.2 release.) Details on how to deploy web projects are set out in
Deployment Guide 77
Chapter 4: Deploying Third-Party Web Applications Deploying KANA Response Live for co-browsing
Chapter 10, beginning on page 185 , after configuration and installation of
eServices itself.
Minimum Requirements
For hardware and operating system minimum requirements, see the
Genesys
Supported Operating Environment Reference Guide
. Ensure that you have at least the following amount of free disk space on your installation host.
WebSphere Application Server 6.1
For AIX ® (32-bit WebSphere Application Server) or Sun Solaris:
•
Total amount of disk space required is 1030 MB
•
Minimum 512 MB physical memory; 1 GB recommended
Software
Use IBM HTTP Server 6.1 and IBM WebSphere 6.1.
Deploying KANA Response Live for co-browsing
KANA Response Live is used to enable the eServices Web Collaboration feature, which allows an agent to direct a client’s web browser so that they can view websites at the same time.
This section describes how to install and configure KANA Response Live on the following platforms.
Table 3: KANA Response Live Supported Platforms
OS Web Server
Windows Microsoft Internet Information
Server (IIS)
Solaris Apache HTTP server
Linux Apache HTTP server
Application Container
Apache Tomcat
Apache Tomcat
Apache Tomcat
Prerequisites
•
Create a new Microsoft SQL or Oracle database to use with KANA
Response Live.
78 eServices 8.1
Chapter 4: Deploying Third-Party Web Applications Deploying KANA Response Live for co-browsing
•
Request and install an SSL certificate for your server. See Procedure:
Installing a new SSL certificate using IIS, on page 80
.
Table 4: Task Flow to Deploy KANA Response Live
Objective
1. Install KANA
Response Live
2. Create the database schema.
3. Configure additional settings.
Related Procedures and Actions
Follow the procedure for your operating system:
•
Procedure: Installing KANA Response Live for
•
Procedure: Installing KANA Response Live for
•
Procedure: Installing KANA Response Live for
Windows
On Windows deployments, the database schema is created automatically during installation.
Solaris and Linux
For Solaris and Linux deployments, you must manually create the schema:
•
Procedure: Creating the KANA database schema on Solaris or Linux, on page 90
Windows
For Windows deployments:
1. Change the router.enabled
option in the config.properties
file to false.
2. Point the
Home Directory
in IIS to your KANA installation folder.
For the full procedure, see
KANA Response Live for Windows, on page 84
.
Solaris or Linux
For Solaris or Linux deployments:
1. Change the router.enabled
option in the config.properties
file to false
.
2. Install a valid SSL certificate in the Apache Web
Server directory.
For the full procedure, see
KANA Response Live for Solaris or Linux, on page 91
.
Deployment Guide 79
Chapter 4: Deploying Third-Party Web Applications Deploying KANA Response Live for co-browsing
Table 4: Task Flow to Deploy KANA Response Live (Continued)
Objective Related Procedures and Actions
4. Test the installation.
Windows
For Windows, you can start running the KANA
Response Live server by launching the
.bat
files in kana\hbroot\bin
.
For the full procedure, see
KANA Response Live installation on Windows, on page 87
.
Solaris or Linux
For Solaris or Linux, you can start the KANA server using the following command:
/usr/local/kana/hipctl start
For the full procedure, see
KANA installation on Solaris or Linux, on page 92 .
5. Test co-browsing functionality.
Use the following URLs to start a test co-browsing session:
• Windows: http://<hostname>/index.html
• Solaris or Linux: http://<hostname>/responselive/index.html
For the full procedure, see
Procedure: Launching a co-browsing session, on page 93
.
Procedure:
Installing a new SSL certificate using IIS
Purpose: To configure an SSL certificate for your Kana Response Live server, using Microsoft IIS Manager.
Start of procedure
1. To open IIS Manager, select
Start > Administrative Tools > Internet
Information Services (IIS) Manager.
2. In the left frame, expand
Server_Name(local computer)
, find and right-click
Default Web Site
, and then select
Properties
.
3. On the
Directory Security
tab, in the
Secure communications
section, click
Server Certificate
.
The Web Server Certificate Wizard opens.
4. On the
Welcome
page, click
Next
.
80 eServices 8.1
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5. Select
Create a new certificate
, and then click
Next
.
6. Select
Prepare the request now, but send it later
, and then click
Next.
7. Enter a name for your certificate, select a bit length (the higher the bit length, the stronger the encryption), and then click
Next
.
8. On the
Organization Information
page, enter your company name in the
Organization
box and a descriptive name for your organizational unit in the
Organizational unit
box.
9. Enter either the fully qualified domain name (FQDN) or the server name as the
Common name
for your website—the address you want users to enter when browsing to your site.
Tip: For the
Common name
, make sure you use a valid DNS name. It must match the external FQDN of your website. For intranet-only purposes, you can use the internal FQDN for your sever, or the NetBIOS name.
10. Enter your location information, and then click
Next
. Do not use abbreviations for
State/province
or
City/locality
.
The
Certificate Request File Name
page opens.
11. Enter the path and file name where you want to save your certificate request, and then click
Next
.
12. Review the summary of your certificate request information, and then click
Next
.
IIS creates the certification file.
13. Click
Finish
.
14. At this point, you need to send the certification file to the online Certificate
Authority of your choice. Contact the Certificate Authority for directions on how to submit your request.
15. When you receive the response file from the Certificate Authority, you need to reopen the certificate installation wizard. Again on the
Directory
Security
tab of your
Default Web Site Properties
dialog box, click
Server Certificate
. Click
Next
to continue.
16. Select
Process the pending request and install the certificate
, and then click
Next
.
17. Enter the location of the certificate file you received from the Certificate
Authority, and then click
Next
.
18. Review the summary, and then click
Next
.
19. Click
Finish
.
End of procedure
Deployment Guide 81
Chapter 4: Deploying Third-Party Web Applications Deploying KANA Response Live for co-browsing
Next Steps
•
Install KANA Response Live. See
Procedure: Installing KANA Response
.
Installing and Configuring KANA Response Live for Windows
Use these procedures to install and configure KANA Response Live in a
Windows environment.
Procedure:
Installing KANA Response Live for Windows
Purpose: To install KANA Response Live for Windows.
Prerequisites
•
Start of procedure
1. Locate and double-click the KANA Response Live setup file. For
Windows, this file is called
V<version>_Win_Tomcat_IIS_DB_CHAT.exe.
Note:
For eServices 8.1, the current supported version for Windows is
KANA Response Live Version 10 R3. The file on the 8.0 CD is
V10.3.0.14_Win_Tomcat_IIS_DB_CHAT.exe
.
2. Enter your Web Server and Application Server host names, and click
Next
.
82 eServices 8.1
Chapter 4: Deploying Third-Party Web Applications Deploying KANA Response Live for co-browsing
Deployment Guide
Figure 13: KANA Response Live Installation
3. Select the database type you created, and click
Next
.
4. Enter login parameters for the database instance that you created, and click
Next
.
5. Enter a Server ID, and click
Next
. This Server ID is a unique name of four characters or less.
6. If you did not enter valid database login information, the
Database Check
Result
page displays an error message. To correct the information, click
Previous
to return to the appropriate pages. To continue, click
Next
.
7. Click
Next
to start the preinstallation checks.
If you did not install a valid SSL certificate before installing KANA
Response Live, a warning appears (see
). Click
Next
to continue, and install your SSL certificate after completing the installation.
83
Chapter 4: Deploying Third-Party Web Applications Deploying KANA Response Live for co-browsing
84
Figure 14: System Requirements Warning
8. Click
Next
at the
Introduction
page.
9. Choose the installation folder for KANA Response Live, and click
Install
.
Warning!
Do not include any spaces in the folder name (for example, use
ResponseLive instead of
Response Live
).
10. Click
Next
.
11. Leave the
Yes
checkbox unselected, and click
Next
.
12. At the
Launch Page page, click
Next
.
13. Click
Done
. The installation is complete.
End of procedure
Next Steps
•
Configure KANA Response Live. See
Procedure:
Configuring KANA Response Live for Windows
Purpose: After installing KANA Response Live on your Windows machine, you need to make the following additional configurations: eServices 8.1
Chapter 4: Deploying Third-Party Web Applications Deploying KANA Response Live for co-browsing
•
Update your config.properties
file. Change the router.enabled
option in the config.properties
file to false
.
•
Change your IIS Default Web Site so that the
Home Directory
points to your KANA installation folder.
•
Apply Patch5 for Kana Response Live Version 10 R3, by using
ResponseLive10R3_Patch5.zip
in the
ThirdPartyApplications/KANAResponseLivePatch5for10R3
folder on the
Genesys Web Collaboration CD.
Note:
KANA Response Live has many other functions and configurable options that are not described in this Deployment Guide. To ensure compatibility, Genesys does not recommend making use of additional functionality or changing any options other than those described below.
Prerequisites
•
KANA Respond Live is installed. See Procedure: Installing KANA
Response Live for Windows, on page 82 .
Start of procedure
1. To update your config.properties
file, complete the following actions:
a. Open the config.properties
file located in
<KANA_HOME>\hbroot\conf
.
b. Change the router.enabled
option to false
.
c. Save and close the properties file.
2. To change your IIS Default Web Site home directory, complete the following actions:
a. Open Internet Information Services (IIS) Manager.
b. Right-click on
Default Web Site
, and select the
Properties option
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Figure 15: Internet Information Services (IIS) Manager
c. On the
Default Web Site Properties
page, select the
Home Directory tab (
).
86
Figure 16: Default Web Site Properties
eServices 8.1
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d. Change the
Local path
value to
<KANA_HOME>\web
.
e. Click
OK
to save the change.
End of procedure
Next Steps
•
Note:
To configure Kana Response Live application server to support a single remote web server, make the following change on the Response
Live application server:
In the System Administration Tool, edit the
ISystems
properties for the
Response Live Server. In the
Host Servers
, change
Login Cookie
Domain
to the IIS Server domain name.
Procedure:
Testing the KANA Response Live installation on
Windows
Purpose: This procedure describes how to test the KANA Response Live installation on Windows.
Prerequisites
•
KANA Response Live is configured. See Procedure: Configuring KANA
Response Live for Windows, on page 84 .
Start of procedure
1. Locate and double-click the following files (in the order listed) to start your KANA Response Live installation: a. hipregistry.bat
b. router.bat
c. tomcat.bat
2. Start (or restart) your Web Server.
End of procedure
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Installing and Configuring KANA Response Live for Solaris or
Linux
To install KANA Response Live on a Solaris or Linux system, you must use a user that has superuser permissions and has write permissions in the
/usr/local
directory, such as root
.
Procedure:
Installing KANA Response Live for Solaris
Purpose: To install KANA Response Live for Solaris.
Start of procedure
1. Transfer the KANA Response Live software package to the system, using the following command: pkgadd -d Cona_sparc-V<version>_sol7-sparc.
Note:
For eServices 8.1, the current supported version for Solaris is
KANA Response Live Version 10R2. Use the
Cona_sparc-V10.2.0.9-sol7-sparc
file on the CD.
2. Select
1
and press
Enter
.
3. Type the fully qualified domain name of your system and press
Enter
.
4. A message will appear asking where you want to install. Press
Enter
to select the default location
/usr/local/kana
. You cannot install in any other directory, as this path name is hard-coded.
5. A message will appear asking for the packages to install. Press
Enter
to select the default all option and start the installation process. The installer creates the KANA Response Live files and copies them to the KANA
Response Live installation directory
/usr/local/kana
.
6. Select the database type that you created. For details, see “Prerequisites” on page 78
.
7. At the prompt, type the database host name and press
Enter
.
8. Enter the following information about your database, as prompted:
a. Database server name.
b. Database instance name.
Note:
The length of the database instance name should not be greater than 12.
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c. Administrator’s user name.
d. Administrator’s password.
9. Enter a server ID. This ID is a unique name of four characters or less.
10. Press
Y
to confirm the information you entered, and to transfer the package.
End of procedure
Next Steps
•
.
Procedure:
Installing KANA Response Live for Linux
Purpose: To install KANA Response Live for Linux.
Start of procedure
1. Transfer the KANA Response Live software package to the system, using the following command:
./pkginst add
Note:
For eServices 8.1, the current supported version for Linux is
KANA Response Live Version 10R3. Use the cona_linux-V10.3.0.14-linux.tar
file on the CD. You will have to unzip this file. To do so, enter tar -xvf <filename> at the command prompt. Then you can enter the command in
2. Press
Enter
.
3. Type the fully qualified domain name of your system and press
Enter.
4. Select the database type that you created. For details, see “Prerequisites” on page 78.
5. Enter the following information about your database, as prompted:
a. Database server name.
b. Database instance name.
Note:
The length of the database instance name should not be greater than 12.
c. Administrator’s user name.
d. Administrator’s password.
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6. Enter a server ID. This ID is a unique name of four characters or less.
Note:
The following message can be ignored if it appears during installation:
./postinstall_k: line 37: ndd: command not found
It will not have any affect on the installation.
7. The installation generates a dummy certificate.
Note:
Installation on Linux ends without a successful completion message
(as it does after installation on Solaris).
End of procedure
Next Steps
•
.
Procedure:
Creating the KANA database schema on Solaris or
Linux
Purpose: To create the KANA database schema on Solaris or Linux.
Prerequisites
•
KANA Response Live is installed. See Procedure: Installing KANA
Response Live for Solaris, on page 88
, or
Response Live for Linux, on page 89 .
Start of procedure
1. Enter the following commands to start the installation script: cd /usr/local/kana/hbroot/bin
./clinstaller.sh
2. Select the database type that you created. For details, see “Prerequisites” on page 78
.
3. Enter the following information about your database, as prompted:
a. Database instance name.
Note:
The length of the database instance name should not be greater than 12.
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b. Administrator’s user name.
c. Administrator’s password.
d. Database server name.
4. Type the KANA Response Live server name and press
Enter
.
5. Enter the server ID that you specified in Step 9
of the
Response Live for Solaris” section.
6. Enter the database tablespace name.
7. Press
Y
to confirm the information that you have entered, and to install the database schema.
End of procedure
Next Steps
•
Configure KANA Response Live. See
Response Live for Solaris or Linux, on page 91 .
Procedure:
Configuring KANA Response Live for Solaris or Linux
Purpose: To configure KANA Response Live for Solaris or Linux.
Prerequisites
•
KANA Response Live is installed. See Procedure: Installing KANA
Response Live for Solaris, on page 88
, or
Response Live for Linux, on page 89 .
Note:
KANA Response Live has many other functions and configurable options that are not described in this Deployment Guide. To ensure compatibility, Genesys does not recommend making use of additional functionality or changing any options other than those described below.
Start of procedure
1. Update your config.properties
file:
a. Open the config.properties
file located in
/usr/local/kana/hbroot/conf
.
b. Change the router.enabled
option to false
.
c. Save and close the config.properties
file.
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2. In order for the KANA Response Live Server to function, you must install a valid SSL certificate in the packaged Apache Web Server located at:
/usr/local/kana/apache
3. For Linux only: apply Patch5 for KANA Response Live Version 10 R3, by using
ResponseLive10R3_ Patch5.zip
in the
ThirdPartyApplications/KANAResponseLivePatch5for10R3
folder on the
Genesys Web Collaboration CD.
End of procedure
Next Steps
•
Test the installation. See Procedure: Testing the KANA installation on
Solaris or Linux, on page 92 .
Procedure:
Testing the KANA installation on Solaris or Linux
Purpose: This procedure describes how to test the KANA installation.
Prerequisites
•
.
•
KANA Response Live is configured. See Procedure: Configuring KANA
Response Live for Solaris or Linux, on page 91 .
Start of procedure
1. Start your KANA Response Live installation using the following command:
/usr/local/kana/hipctl start
Note:
After the Genesys Web Collaboration Server is installed, you do not use this command to start or stop KANA Response Live.
Instead, use the following commands:
Start Genesys Web Collaboration:
/usr/local/kana/hipctl_start.sh
Stop Genesys Web Collaboration:
/usr/local/kana/hipctl_stop.sh
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2. Follow the steps listed in Step 1 on page 93
to test co-browsing functionality.
End of procedure
Next Steps
•
Launch a co-browsing session. See
Procedure: Launching a co-browsing session, on page 93 .
Launching a Co-Browsing Session
Complete the following procedure to launch a test co-browsing session using either the Windows, Solaris, or Linux deployment of KANA Response Live.
Procedure:
Launching a co-browsing session
Purpose: To test co-browsing functionality. Once KANA Response Live is installed, you can use two hosts to test the co-browsing sessions.
Prerequisites
•
KANA Response Live is installed.
Start of procedure
1. On the first host, open the KANA Response Live launch page in a web
browser (see Figure 17 on page 94 ).
Windows: http://<hostname>/index.html
Solaris or Linux: http://<hostname>/responselive/index.html
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94
Figure 17: KANA Response Live Launch Page
2. Enter the channel and user ID, and click
Go
.
iChannel ID: Default
Launch as: guest
3. On the second host, repeat Steps 1
and
.
4. On the first host, enter the user ID for the second host into the
Connect With
field (see Figure 18 on page 95
), and click
Go
.
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Figure 18: Web Collaboration Connection Window
5. On the second host, click
Yes
to accept the Web Collaboration session (see
).
Deployment Guide
Figure 19: Request for Web Collaboration
A new web browser window opens on both hosts, showing the shared web session.
Note:
Before installing the Genesys Co-Browsing components, you should
remove the KANA Response Live start service. See “Remove the
KANA Response Live Start Service” on page 101
for details.
End of procedure
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Next Steps
•
Install and configure eServices. See Chapter 5 on page 97.
96 eServices 8.1
Chapter
5
Model Configuration and
Installation on Windows
This chapter describes a model single-tenant setup, using a Windows environment, such as might be deployed in a lab setting. This model setup, which includes all Genesys and third-party components, is assumed to be a first-time installation.
The information in this chapter is divided among the following topics:
The Model Environment, page 98
Web Server and Web Application Container, page 101
Configuring eServices Objects, page 101
Installing eServices Components, page 136
Manual Installation of eServices Components, page 146
Creating Databases and Running Scripts, page 152
Verifying Connections, page 153
Testing eServices Components, page 154
This chapter assumes that you are familiar with the use of the Genesys
Configuration Manager. See Framework 8.0 Configuration Manager Help for detailed directions on using Configuration Manager.
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Chapter 5: Model Configuration and Installation on Windows The Model Environment
The Model Environment
The model environment is deployed on one computer with the network name
MMHost and with the following software components:
•
Genesys Framework
•
Universal Routing
•
Genesys Desktop (a Genesys-designed agent desktop, not part of eServices)
•
Stat Server (part of Real-Time Metrics Engine)
•
POP3 e-mail server
•
All eServices components
•
Web components, including web server and Java components
Overall Strategy
The strategy for configuring and installing the model environment is as follows:
1. Prerequisites
You must have some items installed and operating before starting, including Framework, Routing, and various third-party applications. This document does not describe installation procedures for these components
beyond what is available in Chapter 4, beginning on page 55 . (For detailed
information on deploying a given non-eServices component, see the related Deployment Guide for that component.)
You should also create a shared directory to receive the installation packages for the eServices components.
2. Web Server and Web Application Container
Install, connect, and/or configure components that enable web services.
Install and connect Apache, then Tomcat. (See Chapter 4 .)
3. Configuration
Install and use the eServices Configuration Wizards that Genesys supplies to guide you through the process of configuring this solution. These wizards help you configure a number of different components, and each component wizard has its own name. Throughout this section, however,
98 eServices 8.1
Chapter 5: Model Configuration and Installation on Windows Prerequisites these wizards will generally be referred to as the eServices Configuration
Wizards, unless identifying a specific component wizard by name is more helpful.
Note:
You can configure most of the components and contact center objects you need from within the eServices Configuration Wizards interface.
Interaction Server Proxy, Universal Contact Server Proxy, and SMS
Server cannot be configured within the eServices Configuration
Wizards interface. See Chapter 12, beginning on page 223
for information about the manual deployment of these components.
4. Install the eServices Configuration Wizards.
a. Install Interaction Workflow Samples.
b. Install the Web Callback Application.
c. Configure contact center objects—
Switching Office, Switch, Places.
d. Configure eServices objects—Media servers, clients, other components.
5. Installation
Install the eServices 8.1 components.
a. Perform integrated installation of eServices servers.
b. Install Genesys Desktop.
6. Testing the setup
a. Test individual components.
b. Test your model setup as a whole and troubleshoot any problems.
The following sections of this chapter describe these procedures in detail.
Prerequisites
The model setup uses the components listed in Table 5
.
Table 5: Prerequisite Components
Type of Component
Operating System
Web Server
Web Application
Container
E-mail (POP3) Server
Component Used
A supported Windows environment.
Apache Web Server.
Tomcat.
Third-party e-mail server.
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Chapter 5: Model Configuration and Installation on Windows Prerequisites
Table 5: Prerequisite Components (Continued)
Type of Component
Java Environment
Database Server
License Server
Genesys Framework, including
• Management Layer
• Stat Server (part of
Real-Time Metrics
Engine)
Component Used
Java Runtime Environment (JRE). For supported versions, see the
Genesys Supported Operating
Environment Reference Guide
.
Microsoft SQL 2008. For other supported databases, see the
Genesys Supported Operating Environment
Reference Guide
.
License Server 9.5; License File:
7260@MMHost.
eServices 8.1 also supports FLEXNet Publisher v11.9 License Manager.
Genesys Framework, single tenant.
Management Layer.
Stat Server Application object name
Stat_Server.
If installing a new Stat Server:
• Do so prior to running the eServices 8.1
Configuration Wizards.
• Make sure you select Stat Server Java Extensions
(SSJE). SSJE requires a Java Runtime
Environment (JRE) on the computer hosting this instance of Stat Server.
Genesys Universal
Routing
If using an existing Stat Server:
• You will likely need to enable SSJE. This requires creating new Java sections in the Stat
Server application object and installing new java extension files. For details, consult the
Framework 8.1 Stat Server Deployment Guide.
Genesys Universal Routing, with a multimedia routing strategy enabling e-mail and chat.
Create Host
Be sure you have these components installed and operating properly before installing eServices 8.1. For instructions, see the documentation for Genesys
Framework and Universal Routing.
If you plan on installing eServices on the same computer as Genesys
Framework, you should already have a
Host
object created and available for your eServices deployment. However, if you have not already done so, or if you want to install eServices on a different computer than Framework, create
100 eServices 8.1
Chapter 5: Model Configuration and Installation on Windows Web Server and Web Application Container
Create a Shared
Directory
Remove the KANA
Response Live
Start Service
Create Contact,
Interaction (and
Co-Browsing)
Databases
the
Host
object in the Configuration Layer for the machine that will host your model environment.
If you plan to install eServices components across multiple hosts, create a shared directory on your local drive or network to receive the installation packages. Genesys recommends that you do this before starting the configuration and installation process. (This is unnecessary if you plan to install eServices on a single host.)
If you plan to install Genesys Co-Browsing components, you should remove the KANA Response Live start service. For Windows systems, check the
Windows Services application to ensure that KANA Response Live Service is configured to start manually and is not running. For Solaris systems, use the rm -f /etc/rc2.d/S88hipctl command to remove the start service.
Create three databases in your SQL Server RDBMS. Two of these will accommodate Universal Contact Server contact information, and the other will handle Interaction Server’s one table for tracking transient data. If you are also deploying Co-Browsing Server, you may want to create an additional database for it. (Alternatively, you can use the UCS database to store Co-Browsing
Server information.) You will use the names of these databases during your creation of eServices Database Access Points (DAPs). After configuration and installation, you will run scripts against these databases to make them available to Genesys servers.
Note:
For DB2 RDMS users, before running your database scripts, you need to create an additional table space with a corresponding buffer pool page size of at least 8 KB.
Web Server and Web Application Container
The installation of the web server and the web application container are
described in Chapter 4, beginning on page 55 . Any further instructions in this
chapter coincide with steps you may need to take in using wizards to deploy eServices.
Configuring eServices Objects
The first step in configuring eServices 8.1 is to install the eServices 8.1
Configuration Wizards.
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The second step is to install the Interaction Workflow Samples. Doing so provides you with a number of Configuration Layer objects that are useful later, when implementing the model environment..
Note:
Because eServices requires specific configuration objects, including certain
Queue
and
View
objects, if you do not install the Interaction
Workflow Samples first, you must create these objects manually to allow the wizard to install the solution. If you create these objects prior to running the wizard, the wizard uses them. If you do not install the Samples first, and if you have not created these objects previously, you must create and configure the default
Queue
objects for E-mail
Server and Chat Server prior to completing the eServices deployment.
The eServices 8.1 Configuration Wizards take you through a step-by-step configuration process, allowing you to create Configuration Layer objects and to associate them with each other as needed. After you configure each component, the wizard copies the software to the directory you specify. Once you have configured all the eServices components, you will install them with
the eServices Installation Starter. See “Installing eServices Components” on page 136
for more details.
Note:
At certain points, the configuration or installation wizards might prompt you to restart your computer. If you receive such a prompt, allow the restart to occur, then continue with the configuration or installation process.
Procedure:
Installing the eServices Configuration Wizards
Purpose: To install the configuration wizards used to deploy an eServices solution.
Prerequisites
•
Interaction Management CD.
•
Start the Configuration Layer.
Start of procedure
1. Install the eServices Configuration Wizards and Genesys Wizard Manager.
In the root directory of the Interaction Management CD, find
Setup.exe.
Run
Setup.exe
and follow the directions. You may want to read the Wizard
Advisory supplied with the wizard.
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2. If you intend to configure your
Stat Server as you configure eServices, you should also install the configuration wizard for this product.
End of procedure
Next Steps
•
Procedure: Installing and Starting Interaction Workflow Samples
Procedure:
Installing and Starting Interaction Workflow Samples
Purpose: To instantiate objects in the Configuration Layer, which you will find helpful when completing the full eServices configuration and installation.
Interaction Workflow Samples use a number of preconfigured
Script objects of various subtypes, including
Simple Routing, Interaction Queue, Workbin, and
Interaction View.
Prerequisites
•
Interaction Management CD.
Start of procedure
1. Install the Interaction Workflow Samples.
a. On your Interaction Management CD, find and double-click
Setup.exe in the solution_specific\InteractionWorkflowSamples\windows directory.
b. At the welcome page for the installation wizard, click
Next
.
c. Specify the destination for Interaction Workflow Samples, and click
Next
.
d. Click
Install
.
e. Click
Finish
.
2. Start the Interaction Workflow Samples.
a. From the Windows taskbar, select
Start > Programs > Genesys
Solutions > eServices 8.1.0 > Interaction Workflow Samples >
Start Interaction Workflow Samples.
This launches the Interaction
Workflow Samples Wizard.
b. Login to Configuration Manager using your user name and password.
c. At the
Welcome to Interaction Workflow Samples Wizard
window, click
Next
.
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d. If using a multi-tenant environment, select the
Tenant and click
Next.
Tip: During the installation, the setup procedure does not look for possible name conflicts between existing objects and new components from the Interaction Workflow Samples. It overwrites any existing objects.
In order to prevent the loss of existing objects, Genesys recommends you install the new samples into a separate tenant.
Alternatively, you should use IRD’s Business processes export capability to create backups of workflows and strategies related to an existing configuration.
e. Specify a destination directory for the strategy files, and click
Next
.
You may want to select the directory used for your Interaction Routing
Designer strategies, unless it already contains strategies with same file names, which would then be overwritten. If you do decide to use that particular directory, make a backup of its content before proceeding.
Tip:
Do not select the
StrategyFiles
directory created during installation of your Interaction Workflow Samples as the target here. This causes file “collision,” since the source and target files are then identical.
f. At the
Import Completed
window, click
Next.
g. Click
Finish
.
Once you exit the wizard, you can view the new objects (over 180 of them) installed with these Samples, by opening the
<tenant>\Scripts folder in Configuration Manager.
End of procedure
Next Steps
•
Procedure: Configuring eServices objects using the wizard
Procedure:
Configuring eServices objects using the wizard
Purpose: To configure all eServices components required for an eServices solution. Use the eServices Configuration Wizards to launch the main wizard and any supplementary wizards necessary for your deployment.
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This procedure provides values for a model setup on a single Windows host, with two databases. Substitute the model values for the values that you entered on your
Configuration Worksheet on page 43
.
Note:
If you are deploying Co-browsing Server, you must install that component and the supporting third-party software, KANA Response
Live Server, on a separate host from the Web API Server. Other than
Co-Browsing Server, all other components can reside on the same host machine.
Prerequisites
•
Procedure: Installing the eServices Configuration Wizards, on page 102
.
•
Procedure: Installing and Starting Interaction Workflow Samples, on page 103
.
•
Interaction Management CD (for eServices Objects).
•
Management Framework CD (for adding DB Servers).
•
Depending on the type of solution that you purchased, you also require the following CDs:
Genesys E-mail CD
Knowledge Management CD
Genesys Chat CD
Genesys Web Collaboration CD
•
A license server running on the host computer.
•
A completed Configuration Worksheet (see Table 1 on page 43
).
Summary of the Wizards
The eServices Configuration Wizards consist of a main wizard and multiple secondary wizards, which are launched automatically when you indicate that you want to configure particular components. The wizard presents only those pages that are applicable for your deployment, or for the stage of deployment that you have reached.
Table 6 summarizes the flow of the main and secondary wizards to deploy the
model setup. The information in the
Key Actions and Inputs (Model Setup)
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Table 6: Configuration Wizard Work Flow
Wizard Step
1.
Configuration Wizard, page 112
Key Actions and Inputs (Model Setup)
Start > Programs > Genesys Solutions > eServices 8.1.0 > eServices
Configuration Wizards > Start Wizard
Manager
Solution name:
MM81
2.
Give your solution a name, page 113
3.
4.
Copy the IP to your shared directory, page 113
Select
Custom Configuration.
5.
Copy the IP from the Interaction Management
CD, and paste it to your shared directory.
For more info, see
.
Add a Message Server from the existing
Framework components.
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Table 6: Configuration Wizard Work Flow (Continued)
Wizard Step Key Actions and Inputs (Model Setup)
Add the Database Access Points and associated DB Servers:
At the
Solution Components: Data Access
Point
page, click
Add
to launch the Database
Access Points Wizard, which you run several times to create the following:
• Interaction Server DAP
• DB Server for Interaction Server database
• A shared DAP for Universal Contact
Server and Co-Browsing Server
Note: You must create all required DAPs and
DB Servers here, before moving on to other components. The wizard does not permit you to create DAPs later in the configuration.
If you intend to use the Event Logger functionality that was introduced in version
7.6.1, or the message queue functionality that was introduced in 8.0.1, you will need additional DAPs. Configuration and deployment is explained in the “Interaction
Server: Advanced Topics” section of the
“Ongoing Administration and Other Topics” chapter of the eServices 8.0 User’s Guide.
6.
Name = MM81_Ixn_DAP
7.
Name = MM81_IxnDBServer
Host = MMHost
Default Port = 6110
DBMS Type = mssql
For the model setup, you can skip
TLS
Settings
and
Backup Server Information
.
Select
MM81_IxnDBServer
to finish configuring the DAP.
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Table 6: Configuration Wizard Work Flow (Continued)
Wizard Step
8.
Key Actions and Inputs (Model Setup)
9.
This DAP uses a JDBC connection. You do not need to create a DB Server, but make sure you enable JDBC access and clear the DBMS name.
DAP Name = MM81_UCS_DAP
Database Name/SID = Customer
JDBC Port = 1433
JDBC Role = Main
10.
DBMS Type = mssql
DBMS Name = MMHost
Database Name/SID = IxnDB
User Name = sa
Password =
<password for user sa>
Case Conversion = any
Note: The Interaction Server DAP must have its
Case Conversion
attribute (on the DB Info tab) set to any
or upper
. Setting it to lower causes an error when Interaction Server initializes.
At the
Solutions Components: Universal
Contact Server Page
, click
Add
to launch the
Universal Contact Server Wizard.
Name = MM81_UCS
Server Host = MMHost
Server Default Port = 6120
11.
Select the type of Interaction
• If you select
New-Style Interaction
Server
, the wizard creates a multimedia
Switch
object for you. Continue at
• If you select
Switch-based Interaction
Server
and the wizard detects a properly configured
Multimedia
type
Switch
.
• If you select
Switch-based Interaction
Server
and the wizard does not detect a properly configured
Multimedia
-type
Switch
.
For the model setup, select
New-Style
Interaction Server
and continue at
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Table 6: Configuration Wizard Work Flow (Continued)
Wizard Step
12.
Create a Multimedia Switch object (Switch-based
13.
Interaction Server only), page 119
Key Actions and Inputs (Model Setup)
For Switch-based Interaction Server only.
Our model setup uses the following names:
Switch = MM81_Switch
Switching Office = MM81_Switching_Office
Switch Type = Multimedia Switch
This wizard lists all current Framework resources (Agents, Places, and so on), and prompts you to create any missing resources that the solution requires. Note that:
• If you selected
New-Style Interaction
Server
, this wizard launches before you configure the Interaction Server itself.
• If you selected
Switch-based
Interaction Server
, this wizard launches as the last step in configuring the
Interaction Server.
14.
Name = MM81_IxnSrv
Host = MMHost
Default Port = 6130
License Server Host = MMHost
License Server Port = 7260
15.
Select a Stat Server, page 124
This wizard connects your existing Stat
Server to all necessary components with one action—click
ADD
.
16.
17.
Add an Application Cluster, page 124
Add your existing Universal Routing Server to the solution.
For the full procedure, see
Use this wizard to group components for load-balancing. Otherwise, you can skip this step.
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Table 6: Configuration Wizard Work Flow (Continued)
Wizard Step
18.
19.
Key Actions and Inputs (Model Setup)
For our model setup, enter the following values:
Name = MM81_WebAPIServer
Host = MMHost
Default Port = 80 ( or
443 if using https)
Add connections to: Message Server, UCS,
Stat Server, Interaction Server, SCS
You can also use this wizard to add .NET
Web API Server & Samples. Follow the same steps, but copy the following installation package:
DotNetWebAPIServer_CompoundSamples
For our model setup, name the UCS Manager:
MM81_UCSMgr
Add a connection to UCS.
20.
Launch the wizards for the rest of your purchased components—the wizards launch one after another, depending on how many you select.
For the full procedure, see
21.
Skip this step if your solution does not include e-mail interactions.
Name = MM81_E-mailServer
Port = 6150
Add connections to: Message Server,
Interaction Server, and UCS
POP Server Info
For the model setup, use
MMHost
as the POP3 and SMTP server host. Adjust accordingly if your enterprise is using a POP3 server.
For details about creating addresses and accounts, and enabling web form e-mail, see
the full procedure on page 127
.
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Table 6: Configuration Wizard Work Flow (Continued)
Wizard Step
28.
Key Actions and Inputs (Model Setup)
Complete the Knowledge
Management Wizard:
Skip these steps if you did not purchase
Knowledge Manager.
22.
Add the Classification Server, page 129
Name = MM81_ClassificationServer
Port = 6160
Add connections to: Message Server and
UCS.
23.
Add the Training Server, page 130
Name = MM81_TrainingServer
Port = 6170
Add connections to: Message Server and
UCS.
24.
Name = MM81_KnowledgeManager
25.
Skip this step if your solution does not include chat interactions.
Name = MM81_ChatServer
Port (default) = 6180
Port (webapi) = 6181
Port (ESP) = 6182
Add connections to: Message Server,
Interaction Server, and UCS
26.
Add the Co-Browsing Server, page 132
Skip this step if your solution does not include co-browsing functionality.
Name = MM800_Co-BrowsingServer
Default Port = 6195
Add connections to: Message Server and a
JDBC-based DAP (
MM81_UCS_DAP
in the model setup).
27.
Create Capacity Rules, page 132
Select a folder in the Configuration Server where the rules will be stored, and then select the rules that eServices will use as its default.
If you quit the wizard before you reach this point, the solution details do not enter the
Configuration Database. However, any components that you create remain available for further configuration.
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Start of procedure
Note:
The details of your solution configuration are entered into the
Configuration Database when you have completed the wizard. Exiting the wizard prior to completion requires that you begin the solution configuration from the beginning. Any components you create along the way, however, are available during subsequent solution configuration using the wizard.
1. Launch the eServices Configuration Wizard
a. To launch the Genesys Wizard Manager, from the Windows taskbar, select
Start > Programs > Genesys Solutions > eServices 8.1.0 > eServices Configuration Wizards > Start Wizard Manager.
b. Click log into the Configuration Layer
. This opens the main Wizard
Manager window (see
112
Figure 20: Wizard Manager
c. Select
Multimedia from the menu on the left side of the window
( Figure 20 ), and then select
Deploy Multimedia Solution in your contact center.
The eServices Configuration Wizard
Welcome
page opens.
d. Click
Next to begin configuring eServices objects
.
eServices 8.1
Chapter 5: Model Configuration and Installation on Windows Configuring eServices Objects
2. Give your solution a name
At the
Solution Name
page, enter a name for your solution and click
Next
.
Name = MM81
3. Select Simple or Custom Configuration
a. At the
Configuration Process Selection
page, select one of the following:
• Simple single-host configuration
• Custom Configuration
For our model setup, select
Custom Configuration
, as shown in
.
Deployment Guide
Figure 21: Configuration Process Selection
b. Click
Next.
Note:
The
Simple single-host configuration
option is available for a predefined host in Windows deployments only. This chapter describes the custom configuration process. If you choose the simple configuration with Windows, use this chapter by skipping those steps that the wizard does not present to you during deployment.
4. Copy the IP to your shared directory
a. At the
Installation Package
page, click
Have Disk
and navigate to the
Interaction Management CD.
b. To select a destination for the package, click
Browse
and navigate to
your shared directory (see “Create a Shared Directory” on page 101 ).
Click
Next
.
Note: eServices uses this group of components for installation. In later steps you will copy to this directory installation packages that are specific to each eServices component.
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Chapter 5: Model Configuration and Installation on Windows Configuring eServices Objects
c. At the
Installation Ready page, confirm that your software is ready for installation and click
Next.
5. Select or add a Message Server
a. At the
Solution Components: Message Server
page, select or add a
Message Server.
b. Click
Next
.
6. Create the Interaction Server DAP
At this point in the wizard, you begin creating your DAPs and associated
DB Servers. You must create all DAPs and DB Servers here, before moving on to other components. The eServices Configuration Wizard does not permit you to create DAPs later in the configuration. Relaunch the
Database Access Point Wizard as necessary.
a. At the
Solution Components: Data Access Point
page, click
Add
.
b. At the
Browse for Application
page, click the
New Application icon
Figure 22: New Application Icon
c. Create a new DAP.
d. Enter your Database Access Point name:
Name = MM81_Ixn_DAP
7. Add the Interaction DB Server
a. Click the folder icon beside
DB Server
, and then click the
New
Application
icon to run the DB Server Wizard
.
b. At the
DB Server Name
page, enter a name for your DB Server
:
Name = MM81_IxnDBServer
c. At the
Server Information
page, enter your host and port information
:
Host = MMHost
Default Port = 6110
d. At the
Installation Package
page, copy the DB Server installation package. Select a source (the Management Framework CD) and a destination (the shared directory). Click
Next.
e. At the
Installation Ready
page, confirm that your DB Server software is ready for installation, and then click
Next.
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f. At the
Listening Ports and Transport Layer Security (TLS)
Settings
page, click
Next
.
Note:
For our model setup, we do not require any additional ports. If you want to install additional ports, you can do so in Configuration
Manager later.
g. DBMS Type = mssql
h.
Log Configuration:
Click
Next
.
Note:
For our model setup, we use only the default settings for all log options.
i. At the
Backup Server Information
page, because no backup servers are configured, clear the checkbox and click Next.
j. Click
Finish
to exit the DB Server Wizard. The Database Access Point
Wizard will resume.
8. Configure the Interaction Server DAP
a.
Browse for Application (DB Server):
Select the DB Server you just configured (
MM81_IxnDBServer
) and click
OK
.
b.
Database Access Point Name and Type:
The Name and
DB Server are already filled in. Clear the
Enable JDBC access
box and click
Next.
Note:
It is important to clear the
Enable JDBC access box. Failing to do so can lead to a configuration problem.
c. Database Information:
DBMS Type = mssql
DBMS Name = MMHost
Database Name/SID = IxnDB
User Name = sa
Password = <password for user sa> d. Case Conversion = any
Note:
The Interaction Server DAP must have its
Case Conversion attribute set to any
or upper
. Setting it to lower
causes an error when Interaction Server initializes.
e. Click
Finish
to complete the Database Access Point Wizard and return to the eServices Configuration Wizard.
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Chapter 5: Model Configuration and Installation on Windows Configuring eServices Objects
f.
Browse for Application:
Select the Database Access Point that was just configured
(
MM81_Ixn_DAP
) and click
OK
.
9. Create the Universal Contact Server DAP (Main)
For our model deployment, create a single DAP and database for both UCS and Co-Browsing Server. In your deployment, you can create both a
Main database and an
Archive database. You can also create a fourth database for Co-Browsing Server.
Note:
UCS and Co-Browsing Server connect to their databases directly through JDBC. You do not need to create DB Server
Application objects for these servers
a.
Solution Components: Database Access Point
:
Click
Add to open the Database Access Point Wizard. Click the
New
Application
icon to configure a new DAP.
b.
Database Access Point Name and Type:
Name = MM81_UCS_DAP
DB Server = [NONE]
Select
Enable JDBC access.
c.
Database Information:
DBMS Type = mssql
DBMS Name = ““
Database Name / SID = Customer
User Name = sa
Password = <password for user sa>
Warning!
If you do not clear the
DBMS Name
box, your UCS and your
Co-Browsing Server will not work properly.
d.
JDBC Connection:
Host = MMHost
Port
(for JDBC)
= 1433
(Microsoft SQL default)
Role = Main
Note:
If your RDBMS is Microsoft SQL Server on a different host, select the host where you have Microsoft SQL Server installed, and enter the connection information for that instance of the database.
e.
Case Conversion = any
f. Click
Finish
to complete the Database Access Point configuration and return to the eServices Configuration Wizard.
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g.
Browse for Application:
Select the Database Access Point that was just configured
(
MM81_UCS_DAP
) and click
OK
.
h. Click
Next.
Warning!
If you are using a Microsoft SQL 2005 database, an additional configuration step is recommended for the UCS DAP.
In Configuration Manager, create a settings section on the
Options tab. Create a new option, setting the option name as prepare and the option value to false
.
For additional details, see the “Ongoing Administration and
Other Topics” chapter of the eServices 8.1 User’s Guide.
10. Add the Universal Contact Server
a.
Solution Components: Universal Contact Server:
Click
Add.
b.
Browse for Application (Contact Server):
Click the
New Application
icon.
c.
Universal Contact Server Name:
Name = MM81_UCS
d.
Log Configuration:
Click
Next.
e.
Server Information:
Host = MMHost
Default Port = 6120
f.
Universal Contact Server API Port:
Accept the default port value, or enter a port number where UCS should listen for third-party protocol connections. Click
Next.
g.
Application Connections: Message Server:
Click
Add,
select the Message Server, and then click
Finish
and
Next
.
h.
Application Connections: Database Access Point:
Click
Add
, select
MM81_UCS_DAP,
and then click
Finish and
Next.
i.
Universal Contact Server Login Account:
UCS uses the Configuration Layer to pass some of its information back and forth to certain components. Select the user account (Configuration
Layer
Person
object) or Access Group that UCS is to use to log in to the Configuration Layer. The selected account or access group must have write access to the tenant in use.
Note:
For more information on access requirements for this user account, see “Limitations: UCS” in the “Ongoing Administration and Other Topics” chapter of the eServices 8.1 User’s Guide.
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Chapter 5: Model Configuration and Installation on Windows Configuring eServices Objects
j.
Installation Package:
i. Click
Have Disk
, navigate to the Interaction Management CD, and then click
OK
.
ii. Click
Browse
, navigate to your shared directory, and then click
Next
.
k.
Installation Ready:
Click
Next.
l. Click
Finish
to exit the Universal Contact Server Wizard and return to the eServices Configuration Wizard.
m.
Browse for Application (Contact Server):
Select the Universal Contact Server and click
OK
.
n. Click
Next
.
11. Select the type of Interaction Server
At the
Interaction Server Selection
page, select the type of Interaction
Server that you plan to use. For the model setup, select
New-style
Interaction Server
).
118
Figure 23: Interaction Server Application Object Choice
•
If you select
New-Style Interaction Server
, the eServices
Configuration Wizard automatically creates a multimedia
Switch
object
for you in the background. Continue at Step 13 on page 120 .
•
If you select
Switch-based Interaction Server
, the eServices
Configuration Wizard checks for the required, telephony-related
Configuration Layer resources.
eServices 8.1
Chapter 5: Model Configuration and Installation on Windows Configuring eServices Objects
— If your configuration includes a properly configured
Multimedia type
Switch
object, continue at “Configure the Interaction Server” on page 122 .
— If your configuration does not include a properly configured
Multimedia
type
Switch
object, continue at “Create a Multimedia
Switch object (Switch-based Interaction Server only)” on page 119 .
Note:
Before attempting to run your eServices solution, check
Configuration Manager for the existence of a
Multimedia Switch object. If for some reason the wizard has failed to create one, use the Framework Wizard to create it. No other configuration is required; the components that require this switch are able to locate it automatically.
12. Create a Multimedia Switch object (Switch-based Interaction Server only)
a. If you select
Switch-based Interaction Server
, the wizard checks for the following:
•
A
Multimedia
-type switch
•
A connection from the switch to a
T-Server
type Interaction Server
If the wizard fails to detect either the switch or its connection to
T-Server, then it issues a warning (see Figure 24 ).
Multimedia Switch and Switching
Office
Figure 24: Switch Warning
b. Click
Proceed
to launch the Switch Wizard.
Note:
You can use a preexisting
Switch
object (that is connected to a properly configured Interaction Server) from your Configuration
Layer, if available.
c. To create a new
Multimedia
type
Switch
object, provide a unique name for it and click
Next
. (The wizard allows you to create the new
Switch only in folders designated to contain objects of type
Switch.
)
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Chapter 5: Model Configuration and Installation on Windows Configuring eServices Objects
Name = MM81_Switch
Note:
Even though the Configuration Layer permits assignment of multiple
Switches
of type
Multimedia Switch
to a single
Interaction Server
Application
object, Genesys does not currently support such a configuration. This type of configuration can lead to unpredictable behavior on the part of the application that is connected to the switches.
d.
Switching Office:
Click
Add
to create a new
Switching Office
object. Provide the name and type, and click
Finish
.
Name = MM81_Switching_Office
Switch Type = Multimedia Switch
e. At the
Switch Summary
page, click
Next
summary of a
Switch
object’s properties.
120
Figure 25: Multimedia Switch Summary Information
13. Configure Framework Resources
a. If you select
New-Style Interaction Server
, the wizard opens the
Framework Resources
page (see Figure 26 on page 121
). This page lists the following:
•
Current Framework resources
•
Any missing resources required to support the media types served by your switch
b. To create the missing resources now, select
Create missing objects and review the Framework resources again
, and then click
Next
. For our model setup, select this option. eServices 8.1
Chapter 5: Model Configuration and Installation on Windows Configuring eServices Objects
In your own deployment, you can choose to wait until after you finish the wizard to create the required objects. Select
Continue the solution creation process with the Framework resources as they are now.
Deployment Guide
Figure 26: Framework Resources
c. At the
Framework Objects
page, select the object type you want to create from the drop-down menu. For our model setup, create and configure the various objects as follows:
Table 7: Framework Resource Object Types
Object Type Model Setup
Place Create
Place interactions:
objects to facilitate the routing of multimedia
Place Name = Agent1Place
Note: Do not create any DNs associated with this
Place
object, though you may want to create a
Place Group
object for this place, as suggested in the wizard.
Capacity Rule By default, as the final step of the solution’s configuration, the wizard creates and installs three capacity rules for your tenant.
Do not create any capacity rules here (although you can, if you have previously installed the Resource Capacity Wizard, which is available on the Real-Time Metrics Engine CD).
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Chapter 5: Model Configuration and Installation on Windows Configuring eServices Objects
Table 7: Framework Resource Object Types (Continued)
Object Type Model Setup
Agent Create
Person
objects to represent agents in your model setup and assign agent IDs to them. (Also use this step to create any
Person
objects you intend to use as the autoreply agents for supplying agent-related information in standard responses).
Refer to the Framework 7 Deployment Guide for the full list of steps required to create
Person
objects.
Agent Name = Agent One
Employee ID = Agent1
User Name = Agent1
Password = Agent1
Note: The agent values supplied here are for general use in this chapter’s model setup, and do not correspond to the actual steps suggested by the wizard for the creation of
Person
objects.
A
Person
object’s user name must be unique within the
Configuration Database. This is not a concern for this model installation, which is in a single-tenant environment. If you were installing more than one set of eServices components in a multi-tenant environment, you would use distinct names across tenants.
Agent Login:
Skill:
Create
Agent Login
objects to enable agents to log in to the switch. The agent login code must correspond to the agent login numbering of your switch.
You do not need to create skills for this model installation.
14. Configure the Interaction Server a. Solution Components: Interaction Server:
Click Add and then click the New Application icon to run the
Interaction Server Wizard.
Note:
If you use a switch-based Interaction Server in a multi-tenant environment, you need to install one Interaction Server per tenant that requires one. That is, for reporting purposes, a given
Interaction Server cannot serve the needs of multiple tenants
.
The new style Interaction Server supports multi-tenancy. One
Interaction Server can serve multiple tenants. This functionality was added in release 7.2. Releases prior to 7.2 do not support multi-tenancy.
b. Interaction Server Name:
Name = MM81_IxnSrv
c.
Log Configuration.
Accept the default log settings and click
Next.
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d.
Server Information
:
Host = MMHost
Default Port = 6130
e. Use the Connection Wizard to connect to Message Server.
f.
Application Connections: Database Access Point:
Add the DAP you created for Interaction Server,
MM81_Ixn_DAP.
A message box will appear asking you to confirm the DAP settings.
Click
Yes
to review the settings, and then click
OK
to confirm the settings. Click
Next.
g.
Application Connections: Servers for Third-Party Protocol
If you already installed related eServices components (Universal
Contact Server, E-mail Server, and Classification Server, for instance), you can connect to them now using this page.
For our model setup, click
Next
h.
License Server Connection:
Specify the license options to use (either a license host and port or a local filename) and click
Next
.
License Server Host = MMHost
License Server Port = 7260
i.
Feature license counters
:
Specify the number of licenses for Interaction Server features. Click
Next
.
j.
Installation Package:
Copy the Interaction Server installation package. Select a source and destination. Click
Next.
k.
Installation Ready:
Confirm that your Interaction Server software is ready for installation, and then click
Next.
l. Click
Finish
to exit the Interaction Server Wizard and return to the eServices Configuration Wizard.
m. Do one of the following:
•
If you selected
New-style Interaction Server
, the wizard returns you to the
Browse for Application (Interaction Server)
page.
Select the Interaction Server and click
OK.
•
If you selected
Switch-based Interaction Server
, the wizard asks
if you want to configure Framework resources. Refer to Procedure:
Configure Framework Resources, on page 120
for details on how to create resources you might need in your environment.
n. Click
Next
.
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Chapter 5: Model Configuration and Installation on Windows Configuring eServices Objects
15. Select a Stat Server
Solution Components: Stat Server:
Click
Add
and select a Stat Server. This connects all the appropriate components in your eServices solution to this Stat Server.
Note:
Even though the wizard allows you to create a Stat Server here, do not do so. Prior to using the wizard, you should have one Stat
Server per eServices tenant already configured and installed in
your environment. (Table 5 on page 99 lists prerequisite details.)
If you receive the warning message in Figure 27 , this indicates that Stat
Server does not yet have a connection to Interaction Server (or to
Interaction Server Proxy; see page 154
). This connection is required for both the routing and reporting of eServices interactions.
•
If you click
Yes
, you may receive an error message if the Stat Server wizard is not installed on your machine. The connection cannot be created at this time.
•
If you click
No
(the recommended approach), make sure that you add the connection from Stat Server to Interaction Server before you attempt to use routing or reporting with the eServices solution.
124
Figure 27: Offer to Reconfigure Stat Server
16. Add a Universal Routing Server
At the
Universal Routing Server
(URS) page, select the URS that you created and installed as one of the prerequisites for your eServices installation. If you receive a warning message similar to the one shown in
, but stating that URS is not configured to monitor Interaction
Server, click
Yes
to reconfigure now, or click
No
to reconfigure later.
Tip: If you click No, make sure you add the required connections after configuration and installation are complete. For more information, see
Procedure: Verifying Connections, on page 153
17. Add an Application Cluster
At the
Application Cluster
page, add an application cluster if you intend to group your eServices components into groups for load-balancing purposes. After giving a name to your new application cluster, the
Application Cluster Wizard invites you to group, for instance, Chat Server,
E-mail Server, and Web API Server, as well as other application clusters.
See
.
eServices 8.1
Chapter 5: Model Configuration and Installation on Windows Configuring eServices Objects
Deployment Guide
Figure 28: Application Connections in Application Cluster Wizard
18. Add the Web API Server
a.
Solution Components: Web API Server:
Click
Add and then click the
New Application icon to run the Web
API Server Wizard.
b. Web API Server Name:
Name = MM81_WebAPIServer c. Log Configuration:
Accept the default log settings and click Next.
Warning!
For Web API Server .NET, you must use Configuration
Manager to specify the full path of your log file in the log/all section of the
Options
tab in your Web API Server
Application
object. If only a file name is specified, Web API
Server does not create a log file.
Full permissions should be granted to the
Everyone
user for the folder containing your log file.
d.
Server Information
:
Enter the server information, and click
Next.
Host = MMHost
Default Port = 80
(Use your web server’s http
port here. The value might be
443 if you are using the https
port.)
e.
Application Connections: Message Server:
Use the Connection Wizard to connect to Message Server. Click
Next
.
f.
Application Connections: Servers for Load Balancing:
Connect to the applications that Web API Server will use for load balancing and click
Next.
Such applications might include Chat Server
(via the webapi
port) and E-mail Server, if you have them. If you do not have them, click
Next.
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Chapter 5: Model Configuration and Installation on Windows Configuring eServices Objects
g.
Application Connections: Universal Contact Server
:
Use the Connection Wizard to connect to Universal Contact Server.
Click
Next
.
h.
Application Connections: Stat Server
:
Use the Connection Wizard to connect to Stat Server. Click
Next
.
i.
Application Connections: Interaction Server
:
Use the Connection Wizard to connect to Interaction Server. Click
Next
.
j.
Application Connections: Solution Control Server
:
Use the Connection Wizard to connect to Solution Control Server.
Click
Next
.
Note:
Web API Server will not work without a connection to Solution
Control Server.
k.
Installation Package:
Copy the Web API Server installation package. Select a source and destination. Click
Next.
l.
Installation Ready:
Confirm that your Web API Server software is ready for installation, and then click
Next.
m. Click
Finish
to exit the Web API Server Wizard and return to the eServices Configuration Wizard.
n.
Browse for Application (Web API Server)
:
Select the Web API Server and click
OK
.
o. Click
Next
.
19. Add the Universal Contact Server Manager
a.
Solution Components: Universal Contact Server Manager:
Click
Add and then click the
New Application icon to run the
Universal Contact Server Manager Wizard.
b. Universal Contact Server Manager Name:
Name = MM81_UCSMgr
c.
Application Connections: Universal Contact Server
:
Use the Connection Wizard to connect to Universal Contact Server.
Click
Next
.
d.
Installation Package:
Copy the UCS Manager installation package. Select a source and destination. Click
Next.
e.
Installation Ready:
Confirm that your UCS Manager software is ready for installation, and then click
Next.
f. Click
Finish
to exit the Universal Contact Server Manager Wizard and return to the eServices Configuration Wizard.
126 eServices 8.1
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g.
Browse for Application (Contact Server Manager)
:
Select the Universal Contact Server Manager and click
OK
.
h. Click
Next
.
20. Select Additional CDs for Installation
Based on how you plan to implement eServices, identify any additional
CDs you need to complete this installation.
The list of CDs that the wizard presents (shown in Figure 29 ) may include
some you have not purchased. Select only those CDs that apply to your environment. For the purposes of the model environment, this section describes an installation using all possible CDs. If you select more than one CD, the wizard presents the appropriate component-related wizards in order.
Deployment Guide
Figure 29: Other CDs for eServices Installation
21. Add E-mail Server
a.
Solution Components: E-mail Server:
Click
Add and then click the
New Application icon to run the E-mail
Server Wizard.
b. E-mail Server Name:
Name = MM81_E-mailServer
c.
Log Configuration:
Accept the default log settings and click
Next.
d. Server Information:
Host = MMHost
Default Port = 6150
e. Use the wizard to connect to Message Server, Interaction Server, and
Universal Contact Server.
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Chapter 5: Model Configuration and Installation on Windows Configuring eServices Objects
f.
The Names of the POP3 and SMTP Servers:
POP3 server name = MMHost
POP server type = POP3
SMTP server name = MMHost
Notes:
This model installation uses
MMHost as its POP3 and SMTP servers.
If you are using your enterprise POP3 server, enter its name as the
POP3 server name value. You do not need to enter a value for the
SMTP server name if it is the same server that you used for
POP3 server name.
g.
POP3 User Name:
Add information about the e-mail account identified as the administrator on the POP3 server.
• Address = <mailboxName>@MMHost
• User name = <username>
• Password = <password> h. Default Domain for E-mail Addresses:
E-mail address default domain name = MMHost i. External Agent E-mail Address:
External Agent e-mail address = external@MMHost
j.
Web Form Processing:
Enable Web Form Processing by selecting the check box, and provide a port where the Web API Server should listen for requests—for example
IWF Processing Port = 7777.
128
Figure 30: Information for Web Form Processing k.
Automated Reply Agent:
This e-mail address is used to supply field values in automated responses generated in the contact center. Select an existing Person object from the Configuration Layer.
eServices 8.1
Chapter 5: Model Configuration and Installation on Windows Configuring eServices Objects l. Auto-reply Agent = Agent1
m.
Installation Package:
Copy the E-mail Server installation package. Select a source and destination. Click
Next
.
n.
Installation Ready:
Confirm that your E-mail Server software is ready for installation, and then click
Next and
Finish
.
o.
Browse for Application (E-mail Server):
Select the E-mail Server and click
OK
.
p.
E-mail Accounts:
Configure e-mail accounts that exist on your corporate e-mail server for customers to use when contacting your company—for example:
Customer access account 1 = <mailboxName1>@MMHost
Customer access account 2 = <mailboxName2>@MMHost
Note:
If you installed the Interaction Workflow Samples, then your configuration will automatically include the following three e-mail accounts (which are used in the samples):
Customer support, Tech support, and
Warranty support.
If you did not install the Interaction Workflow Samples before running the wizard, then no e-mail accounts are shown. You must add and configure at least one e-mail account before continuing.
q. Click
Finish
to exit the E-Mail Wizard.
22. Add the Classification Server
If you selected the Knowledge Management CD in
, the wizard now guides you through the configuration of the Classification
Server, Training Server, and Knowledge Manager.
a.
Solution Components: Classification Server:
Click
Add
, and then click the
New Application icon to run the
Classification Server Wizard.
b. Classification Server Name:
Name = MM81_ClassificationServer
c.
Log Configuration:
Accept the default log settings and click
Next.
d. Server Information:
Host = MMHost
Default Port = 6160
e.
Application Connections:
Use the wizard to connect to Message Server and Universal Contact
Server.
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f.
Access to License:
Specify the license options to use (either a license host and port or a local filename) and click
Next
.
License Server Host = MMHost
License Server Port = 7260
g.
Installation Package:
Copy the Classification Server installation package. Select a source and destination. Click
Next.
h.
Installation Ready:
Confirm that your Classification Server software is ready for installation, and then click
Next.
i. Click
Finish
to exit the Classification Server Wizard and return to the
Knowledge Management Wizard.
j.
Browse for Application (Classification Server):
Select the Classification Server and click
OK
.
23. Add the Training Server
a.
Solution Components: Training Server:
Click
Add
, and then click the
New Application
icon to run the Training
Server Wizard.
b. Training Server Name:
Name = MM81_TrainingServer
c.
Log Configuration:
Accept the default log settings and click
Next.
d. Server Information:
Host = MMHost
Default Port = 6170
e. Use the Connection Wizard to connect to Message Server and
Universal Contact Server.
f.
Installation Package:
Copy the Training Server installation package. Select a source and destination. Click
Next.
g.
Installation Ready:
Confirm that your Training Server software is ready for installation, and then click
Next.
h. Click
Finish
to exit the Training Server Wizard and return to the
Knowledge Management Wizard.
i.
Browse for Application (Training Server)
:
Select the Training Server and click
OK
.
24. Add the Knowledge Manager
a.
Solution Components: Knowledge Manager:
Click
Add, and then click the
New Application icon to run the
Knowledge Manager Wizard.
b. Knowledge Manager Name:
Name = MM81_KnowledgeManager
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c. Use the Connection Wizard to connect to Universal Contact Server.
d.
Knowledge Manager Options:
Indicate that you have a Classification Server Content Analysis license installed by selecting the check box of the same name. If you do not have this license, do not select this check box.
e.
Installation Package:
Copy the Knowledge Manager installation package. Select a source and destination. Click
Next.
f.
Installation Ready:
Confirm that your Knowledge Manager software is ready for installation, and then click
Next.
g. Click
Finish
to exit the Knowledge Manager Wizard and return to the
Knowledge Management Wizard.
h.
Browse for Application (Knowledge Manager):
Select the Knowledge Manager and click
OK
. Click
Finish
to exit the
Knowledge Management Wizard.
25. Add the Chat Server
a.
Solution Components: Chat Server.
Click
Add, and then click the
New Application
icon to run the Chat
Server Wizard.
b. Chat Server Name:
Name = MM81_ChatServer
c.
Log Configuration.
Accept the default log settings and click
Next.
d. Server Information:
Host = MMHost
Port = 6180
e. Use the Connection Wizard to connect to Message Server, Interaction
Server, and Universal Contact Server.
f.
Installation Package:
Copy the Chat Server installation package. Select a source and destination. Click
Next.
g.
Installation Ready:
Confirm that your Chat Server software is ready for installation, and then click
Next.
h.
Change ports:
At this time you can change the ESP and webapi ports if necessary.
ESP refers to the ability of URS to submit messages directly from a strategy into a chat session—for example, to greet a customer who is waiting for an agent. The webapi port is to be used by Web API Server.
i. Click
Finish
to exit the Chat Server Wizard and return to the Genesys
Web Media Wizard.
j.
Browse for Application (Chat Server):
Select the Chat Server and click
OK
. Click
Next.
k. Click
Finish
to exit the Genesys Web Media Wizard.
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26. Add the Co-Browsing Server
a.
Solution Components: Co-Browsing Server:
Click
Add, and then click the
New Application
icon to run the
Co-Browsing Server Wizard.
b. Co-Browsing Server Name:
Name = MM800_Co-BrowsingServer
c.
Log Configuration:
Accept the default log settings and click
Next.
d. Server Information
Host = MMHost2
Default Port = 6195
Tip: You must install Co-Browsing Server and the supporting third-party software, KANA Response Live Server, on a separate host from the Web API Server
—
MMhost2
for the model setup. To
install and configure Kana Response Live, see “Deploying KANA
Response Live for co-browsing” on page 78
.
e. Use the wizard to connect to Message Server and a JDBC-based DAP.
(You can use the
MM81_UCS_DAP
that you created.)
f.
Installation Package:
Copy the Web Collaboration installation package. Select a source and destination. Click
Next.
g.
Installation Ready:
Confirm that your Co-Browsing Server software is ready for installation, and then click
Next.
h. Click
Finish
to exit the Co-Browsing Server Wizard and return to the
Genesys Web Collaboration Wizard.
i.
Browse for Application (Co-Browsing Server)
:
Select the Co-Browsing Server and click
OK
. Click
Next.
j. Click
Finish
to exit the Genesys Web Collaboration Wizard and return to the eServices Configuration Wizard.
k.
Solution Components: Web API Server
:
Follow the on-screen instructions to configure servers for load balancing. Click
Next
.
27. Create Capacity Rules
a.
Resource Capacity Rules Deployment:
Select a folder in the Configuration Server where eServices should store its resource capacity rules. Click
Next
.
b.
Resource Capacity Rules Selection:
From the drop-down menu, select the capacity rule you want to use as the default for eServices. The wizard assigns that rule to the
Tenant object associated with your deployment in the previous step. Click
Next
.
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28. Complete the wizard
a.
Solution Summary:
At this point the wizard lists the solution components you have collected for use with eServices. Click
Next
to finish the configuration or
Back
to change the configuration of some solution component. See
Figure 31 on page 133 for a sample of the
Solution Summary
page.
Deployment Guide
Figure 31: Solution Summary b.
Completing the eServices Solution Wizard:
Click
Finish
to confirm your solution configuration. Remember that you can change configuration details at a later time as well.
Note:
Only at this point, when you exit the wizard, are the details of your solution configuration entered into the Configuration Database.
Exiting the wizard prior to this point requires that you begin the solution configuration from the beginning. Any components you create along the way, however, are available during subsequent solution configuration using the wizard.
End of procedure
Next Steps
•
For Chat Server, Genesys recommends that you specify an additional port for dedicated communication with Web API Server: see
Specifying a webapi-port for Chat Server, on page 134 .
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•
If you want Chat Server to use the same port for communicating with both
Web API Server and your call center agents (not recommended), then
continue at Procedure: Installing and Starting the Web Callback
and Procedure: Performing an integrated installation of all eServices servers, on page 138 .
Procedure:
Specifying a webapi-port for Chat Server
Purpose: To establish a dedicated port for Chat Server communication with
Web API Server.
Note:
Chat Server can function using a single port for communicating with both web clients and agents. However, for system security Genesys recommends that you specify an additional webapi-port
, which allows only web clients to communicate through it. Only this port should be opened/exposed to outside connections, thus prohibiting agent connections over a firewall.
Start of procedure
1. In Configuration Manager, on the
Server Info tab of the Chat Server
Application
object, click
Add Port
.
2. In the resulting
Port ID dialog, enter the following:
Port ID
=
webapi
Communication Port
=
6181
(refer to the Procedure: Configuration
if using different values than the model).
3. Click
OK
, then
OK
again.
Your change takes effect immediately.
End of procedure
Next Steps
•
Procedure: Installing and Starting the Web Callback Application, on page 135
.
•
Procedure: Performing an integrated installation of all eServices servers, on page 138
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Procedure:
Installing and Starting the Web Callback Application
Purpose: To instantiate objects in the Configuration Layer and provide database scripts, which you will find helpful when completing the web callback workflow configuration.
The Web Callback Application use a number of preconfigured Script objects of various subtypes, including Simple Routing, Interaction Queue, Interaction
View, Subroutine.
Prerequisites
•
Interaction Management CD.
Start of procedure
1. Install the Web Callback Application.
a. On your Interaction Management CD, find and double-click
Setup.exe in the
solution_specific\ Web Callback Application \Windows directory.
b. At the welcome page for the installation wizard, click
Next
.
c. Specify the destination for the Web Callback Application, and click
Next
.
d. Click
Install
.
e. Click
Finish
.
2. Start the Web Callback Application.
a. From the Windows taskbar, select
Start > Programs > Genesys
Solutions > eServices 8.1.0 > eServices Web Callback Application
>Start Web Callback Application
. This launches the Web Callback
Application Wizard.
b. Login to Configuration Manager using your user name and password.
c. At the
Welcome to the Web Callback Application Wizard
window, click
Next
.
d. If using a multi-tenant environment, select the Tenant and click
Next
.
Tip:
During the installation, the setup procedure does not look for possible name conflicts between existing objects and new components from the Web Callback Application. It overwrites any existing objects. In order to prevent the loss of existing objects, Genesys recommends you install the new samples into a separate tenant. Alternatively, you should use IRD’s Business processes export capability to create backups of workflows and strategies related to an existing configuration.
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e. Specify a destination directory for the strategy files, and click
Next
.
You may want to select the directory used for your Interaction Routing
Designer strategies, unless it already contains strategies with same file names, which would then be overwritten. If you do decide to use that particular directory, make a backup of its content before proceeding.
Tip: Do not select the
StrategyFiles
directory created during installation of your Web Callback Application as the target here.
This causes file “collision,” since the source and target files are identical.
f. At the
Import Completed
window, click
Next
.
g. Optionally, select a resource capacity rule which takes into account webcallback
media type. Click
Next
.
h. Click Finish.
3. Once you exit the wizard, you can view the following:
•
New objects installed with these Samples, by opening the
<tenant>\Scripts
folder in Configuration Manager
•
Database scripts in the
<Web Callback Application installation>\Scripts
folder for updating the Interaction Server database.
•
UCS_impex.kme
file in the
<Web Callback Application installation> folder for importing Web Callback standard responses via Knowledge
Manager.
•
WebCallback distribution for processing
Agent Group in the
<tenant>\Agent Group s folder in Configuration Manager
•
WCB_CUSTOMER_NUMBER
Attribute Value in the
<tenant>\Business
Attributes\Interaction Custom Properties\Attribute Values
folder in Configuration Manager
•
webcallback
Media Type in the
<tenant>\ Business Attributes\ Media
Type\ Attribute Values
folder in Configuration Manager.
•
WebCallback
Transaction in the
<tenant>\Transactions
folder in
Configuration Manager.
End of procedure
Next Steps
•
Procedure: Performing an integrated installation of all eServices servers, on page 138 .
Installing eServices Components
This section describes the installation process for eServices 8.1 components after you have finished configuring them with the wizards.
136 eServices 8.1
Chapter 5: Model Configuration and Installation on Windows Installing eServices Components
For Windows-only installations and the Windows portions of Solaris, Linux, and AIX installations, Genesys provides an installation package that integrates the installation of most or all eServices 8.1 components. The installation package is copied to one host as part of the process of running the eServices
Configuration Wizards. Start
IPStarter.exe,
located in the
Windows/ subdirectory of your installation directory, one time for each Windows host that is part of your eServices deployment. (Each time you run
IPStarter.exe, you are installing the appropriate components for the given Windows host.)
For Solaris, Linux, or AIX installations, after going through the configuration process, install eServices components by first manually copying them from their deployed locations (where the wizards placed them) to each Solaris,
Linux, or AIX host. Then manually install each component separately by launching its own setup. Detailed information on Solaris, Linux, and AIX
installations is available in “Deploying eServices on UNIX Hosts” on page 185
.
Note:
Prior to the 8.1.3 release, for all platforms you need to install the Java
Environment and Libraries for eServices and UCS, before installing individual components. (This does not affect Chat Server, Interaction
Server, Web API Server, and Co-Browsing Server.)
In releases prior to 8.0.1, the Java Environment and Libraries for eServices and UCS were named Third Party Components.
On Windows, if you use
IPStarter.exe,
that executable takes care of this for you automatically. On each Solaris, Linux, or AIX host, however, you must manually run the Java Environment and Libraries for eServices and UCS setup before you run the setup for the other eServices components on that host.
For an explanation of the difference between Third Party Components
(executable) and ThirdPartyApplications (directory), see the note on
For the purposes of this section, the host where you have the eServices installation directory is called the local host. Any other hosts that you configured to receive eServices components are called remote hosts.
Generalized Installation Procedure
The general outline of how the integrated installation proceeds is as follows:
1. Local host
a. The installer presents a list of eServices components that you configured to run on the local host, and asks you to verify it.
b. The installer presents a list of components for which you did not specify a host, and asks if you want to install them on the local host.
c. The installer installs the appropriate components on the local host.
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Individual
Component
Installation
2. Remote hosts
a. From each remote host in turn, you must access the installation
package from its shared directory on the local host (see “Create a
Shared Directory” on page 101 ).
b. The installation package then begins to install on the remote host.
If for some reason you want to install individual components rather than using the integrated installation package, be aware that the directory structure of the individual installation packages looks like this:
<componentA>
AIX
Linux
Solaris
Windows
<componentB>
AIX
Linux
Solaris
Windows
...
aix
ThirdPartyComponents linux
ThirdPartyComponents solaris
ThirdPartyComponents windows
Configuration Wizards
ThirdPartyComponents
That is, for each eServices component other than Common and Third Party
Components, there is a directory named for the component. That directory contains subdirectories holding the installation packages for the supported operating systems.
To perform an integrated installation of all eServices Servers, see the next section.
Procedure:
Performing an integrated installation of all eServices servers
Purpose: To install the eServices components that were configured with the eServices Configuration Wizards.
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Prerequisites
•
An eServices solution has been configured with the wizards. See
Procedure: Configuring eServices objects using the wizard, on page 104
.
Start of procedure
1. Starting the Integrated Installation
a. Go to your shared directory, on which you had the Genesys Wizard
Manager place the eServices components (for example,
\\MMHost\GenesysSetup
). Find and run windows\IPStarter.exe.
b. At the
Welcome
window, click
Next
to proceed.
c. If any components were not assigned to a specific computer while running the Configuration Wizards, the
Host independent components dialog page lists those components. Select the check box of any of these components that you want to install on the current machine (the host computer of the installation package). Click
Next.
d. At the
Ready to start dialog
page, click
Next
to proceed.
e. The Integrated Installation takes you through each component’s necessary installation steps. Prior to each subsequent component’s installation, the installer displays a list of component directories (see
) containing:
•
Components that have been installed, each with a green check mark next to it.
•
Components not yet installed, with no markings next to them.
•
The component to be installed next, with a blue check mark next to it.
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Figure 32: Deployment Status Window
139
Chapter 5: Model Configuration and Installation on Windows Installing eServices Components
2. Installing Java Environment and Libraries for eServices and UCS (Third
Party Components)
Note:
For an explanation of the difference between Third Party Components
(executable) and ThirdPartyApplications (directory), see the note on
a. On the
Choose Solution Destination Location page, enter the location of your solution destination folder and click
Next
.
b. Confirm the location of your Java Environment and Libraries for eServices and UCS and click
Install
.
c. Click
Finish
.
3. Installing Configuration Wizards
If you do not already have the Genesys eServices Configuration Wizards installed on this host, the Installation Starter will install them for you in the existing
Wizards
directory. You may need to restart your host after eServices Configuration Wizard installation.
If you already have the Genesys eServices Configuration Wizards installed on this host, click
Cancel
on the first page of the eServices Configuration
Wizard setup.
4. Installing Universal Contact Server
a. Click
Next, and then click
Install
.
b. Click
Finish
.
Note:
Once you install any given eServices component on your computer, the wizard uses that directory for all other eServices components. You are not allowed to install these components across different directories.
5. Installing Interaction Server
a. Click
Next,
then
Install,
if ready for installation.
b. Click
Finish
.
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Chapter 5: Model Configuration and Installation on Windows Installing eServices Components
6. Installing Web API Server
Note:
If Co-Browsing Server is going to be installed with Web API Server on the same host, then you must install KANA Response Live Server
first. See “Deploying KANA Response Live for co-browsing” on page 78 for details.
In addition to following the steps listed here, installing the Web API Server requires that you refer back to the installation of your web server and your web services container. Installation of those components is described in
Chapter 4, “Deploying Third-Party Web Applications,” on page 55 .
To install the Web API Server:
a. Select the web server. Click
Next.
b. Browse to the web server location. Click
Next.
c. Browse to the web application container location. Click
Next.
d. Select the tenant ID. Click
Next.
e. Specify the Co-Browse Server name and location of the worker.properties
file you created during installation of the web application container (
<CATALINA_HOME>\conf\jk
directory). Click
Next.
f. Select the ajp13
worker. Click
Next.
g. Select a server-side code page—that is, the preferred language for processing all requests to Web API Server. Click
Next.
h. Click
Install
if ready for installation.
i. Click
Finish
.
j. Next steps:
i. If necessary, create a special text file and update the web.xml configuration file to read parameters from this special file. See
for details.
ii. If you want Web API Server to use system variables instead of, or in addition to, the parameters that are specified in the web.xml configuration file, specify system variables for passing initialization parameters to the Load Balancer Servlet. See
7. Installing E-Mail Server
a. Click
Next,
then
Install if ready for installation.
b. Click
Finish
.
8. Installing Classification Server
a. Click
Next,
then
Install if ready for installation.
b. Click
Finish
.
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9. Installing Training Server
a. Click
Next,
then
Install if ready for installation.
b. Click
Finish
.
10. Installing Chat Server
a. Click
Next,
then
Install if ready for installation.
b. Click
Finish
.
11. Installing Universal Contact Server Manager
a. Click
Next,
and then
Install
.
b. Click
Finish
.
12. Installing Knowledge Manager
a. Click
Next,
then
Install
.
b. Click
Finish
.
Note:
The error log is written to the following location:
Documents and
Settings\<local account>\My Documents\KM_ErLog
. The log is generated when Knowledge Manager is started. This change was made in release 7.6.1 to comply with Vista security systems.
13. Installing Co-Browsing Server
a. Enter the fully qualified domain name of the web server and the unique server identifier. Click
Next
.
b. Browse to the root folder containing your KANA Response Live
server. (See “Deploying KANA Response Live for co-browsing” on page 78 .) Click
Next
.
c. Browse to the destination folder where the application will be installed, and click
Next
.
d. Click
Install
, then
Finish
.
The integrated installation is now complete.
End of procedure
Next Steps
•
Procedure: Creating Databases and Running Scripts
Procedure:
Specifying properties in a special file for passing initialization parameters to the Load Balancer Servlet
Purpose: Web API Server has been modified in eServices 8.1. The way in which parameters are passed to initialize Web API Server has been changed. In
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8.1, the parameters may be stored in a special properties file. This addresses the restriction of previous versions where properties might be specified only in the web.xml file. In earlier versions, you had to stop Web API Server and manually update the web.xml file in different locations to use the new properties. While Web API Server will still need to be restarted for changes to take effect, only the properties file needs to be updated. Note the following limitations:
•
The properties file has to be placed in the same location for each server on which Web API Server is deployed.
•
The parameters in this file should represent connection parameters related to specific host.
•
The account under which the Web Application Server is running must have read access permissions to the location of the properties file.
•
This solution will work on all platforms, not only WebSphere, as long as the path to the properties file is properly configured according to the operating system requirements.
•
Standard UNIX, Windows, and Linux installations do not offer this functionality by default. You must configure the web.xml file manually later.
Start of procedure
1. Create applications for each instance/clone/cell of the Web Application
Server. After that he/she should follow the next steps to configure the same application over the cluster of Web Application Servers.
2. Create Web or Enterprise Application Archive and deploy it using the Web
Application cluster. During this step, you must update the web.xml with information about the location of the properties file. The following is an example web.xml file using the current configuration style. The current configuration of the Load Balancing servlet requires storing host_config_serv
, port_config_serv
and app_config_serv
in the web.xml file:
<servlet>
<servlet-name>SvcDispatcherServlet</servlet-name>
<display-name>SvcDispatcherServlet</display-name>
<servlet-class>com.genesyslab.webapi.core.LoadBalancerServlet</servletclass>
<init-param>
<param-name>host_config_serv</param-name>
<param-value>[ToBeChanged: <CONFIG_SERVER_HOST value>]</param-value>
</init-param>
<init-param>
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<param-name>port_config_serv</param-name>
<param-value>[ToBeChanged: <CONFIG_SERVER_PORT value>]</param-value>
</init-param>
<init-param>
<param-name>app_config_serv</param-name>
<param-value>[ToBeChanged: <CONFIG_SERVER_APP value>]</param-value>
</init-param>
<---- Added since 8.1.0 release ---->
<init-param>
<param-name>transport_address</param-name>
<param-value></param-value>
</init-param>
<init-param>
<param-name>transport_port</param-name>
<param-value></param-value>
</init-param>
<load-on-startup>100</load-on-startup>
</servlet>
The alternate configuration points the Load Balancing servlet to a file with the required properties:
<servlet> servlet-name>SvcDispatcherServlet</servlet-name>
<display-name>SvcDispatcherServlet</display-name>
<servlet-class>com.genesyslab.webapi.core.LoadBalancerServlet</servletclass>
<init-param>
<param-name>external_properties_file</param-name>
<param-value>[ToBeChanged: <PATH_TO_PROPERTIES_FILE value>]</param-value>
</init-param>
<load-on-startup>100</load-on-startup>
</servlet>
3. The Web Application cluster deploys this information on all cells/clones that are configured in it.
On each host, create and update the properties file with information specific to the application configured on the specific host (Host1, Host2 …
HostN). All of these files have to be stored at the same location according to the information in the web.xml file. The format of the properties file uses the standard approach for such files—each parameter is stored on a new line, with the name of the parameter and its value separated by “
=
”.
For example:
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In this configuration, the value of the host_config_serv
parameter contains the primary and backup Configuration Server hosts separated by “
,
”. The value of the port_config_serv
parameter contains primary and backup
Configuration Server ports separated by “
,
”. The app_config_serv parameter contains information about the name of the application in
Configuration Server. The
transport_address and transport_port parameters contain information about client-side host/port definition for the connection to Configuration Server.
4. During initialization, Load Balancer will check the presence of the path to the configuration file. If everything is fine, it will initialize using parameters from it, otherwise it will use the old way of initialization.
5. Restart the Web Application Server.
End of procedure
Procedure:
Specifying system variables for passing initialization parameters to the Load Balancer Servlet
Purpose: Another approach is to use environmental variables from the operating system to get access to the information required for Genesys Web
API Server to initialize the Load Balancing Servlet.
Start of procedure
1. Create the following system variables:
•
host_config_serv
—hosts of the primary/backup Configuration
Servers, separated by “
,
”
•
port_config_serv
—ports of the primary/backup Configuration
Servers, separated by “
,
”
•
app_config_serv
—name of the application in Configuration Server
•
transport_address
—client-side host definition for the connection to
Configuration Server
•
transport_port
—client-side port definition for the connection to
Configuration Server
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Example 1:
host_config_serv=cshost.mycompany.com
port_config_serv=2020 app_config_serv=WebApiServer81 transport_address=127.0.0.1
transport_port=4777
4
Example 2:
host_config_serv=primarycshost.mycompany.com,backupcshost.mycompany.com
port_config_serv=2020,4020 app_config_serv=WebApiServer81 transport_port=47774
End of procedure
Note:
During startup of Web API Server, parameters from the properties file have top priority. After that, Web API Server will check for parameters in the environment variables. If parameters are present in the system and in the web.xml file, the parameters in the properties file will be used first, then data from the system variables, and parameters in the web.xml file will be used last.
Manual Installation of eServices
Components
eServices components can also be installed manually. This section provides instructions on manually deploying eServices. The eServices Configuration
Wizard can be used to configure the components, or they can be configured separately.
If wizards were not used to configure your eServices components, begin at
Procedure: Creating the Application object, on page 147
.
If the wizards were used to configure your eServices solution, begin at
Procedure: Installing eServices components on Windows, on page 148 or
Procedure: Installing eServices components on AIX, Solaris, or Linux, on page 151
.
146 eServices 8.1
Chapter 5: Model Configuration and Installation on Windows Manual Installation of eServices Components
Procedure:
Creating the Application object
Purpose: Before installing the eServices component, a corresponding
Application
object must exist in the Configuration Database.
Prerequisites
•
The product CD for the component you are installing.
Start of procedure
1. Create an
Application
object for the application if it does not already exist.
a. Import the application template from the product CD.
b. Create a new
Application
object based on the template.
2. Open the
Properties
dialog box of the
Application
object.
3. On the
Server Info tab:
•
In the
Host box, enter the name of the desired host.
•
In the
Communication Port box, enter the port the component will use for listening.
4. On the
Start Info
tab enter some characters in the
Working Directory,
Command Line,
and
Command Line Arguments
fields. These characters will be over-written with the correct values during the installation, but they cannot be left blank at this point.
5. On the
Connections tab, add the appropriate connections. Refer to
“Verifying Connections” on page 153
.
6. Click
Apply.
End of procedure
Next Steps
•
Install the application. See
Procedure: Installing eServices components on
Procedure: Installing eServices components on AIX, Solaris, or Linux, on page 151
.
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Chapter 5: Model Configuration and Installation on Windows Manual Installation of eServices Components
Procedure:
Installing eServices components on Windows
Prerequisites
•
The
Application
object has been configured. See Procedure: Creating the
Application object, on page 147
. Or, the application was configured using the eServices Configuration Wizards. See
Procedure: Configuring eServices objects using the wizard, on page 104 .
•
(Prior to the 8.1.3 release only:) Java Environment and Libraries for eServices and UCS are installed on the host machine. Java Environment and Libraries for eServices and UCS are included in the integrated install,
every eServices component.
•
The product CD for the component you are installing.
Start of procedure
1. Locate the
Setup.exe for the component you are installing (available on the Product CD).
2. Double-click
Setup.exe.
3. Enter the login information for your Configuration Server:
• Host
• Port
• User
• Password
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4. For components that support client-side port functionality, a dialog box
like the one shown in Figure 33
will appear. See “Client-Side Port” on page 172
.
Deployment Guide
Figure 33: Use Client Side Port
5. If you are not setting up client-side port configuration, click
Next
and
continue at Step 8 on page 150 .
Note:
Client-side port configuration is not supported for every eServices component. This dialog will only appear for Chat Server and
Interaction Server installations. This step is optional. Refer to the
Genesys 8.1 Security Deployment Guide for more information.
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Chapter 5: Model Configuration and Installation on Windows Manual Installation of eServices Components
6. If you are setting up client-side port configuration for the initial connection to Configuration Server as described in the Genesys 8.1 Security
Deployment Guide, select the
Use Client Side Port
check box to reveal
additional fields (see Figure 34
).
150
Figure 34: Client Side Port Number and IP Address
7. Specify the following parameters and click
Next
:
Port
—Enter any free port number (this is not the Listening port in the
Server Info tab of the Application object).
IP Address
—Enter the IP Address of the computer on which you are installing and running the application.
Note:
After you have entered this information, the installation process will add the necessary command-line arguments
(
-transport-address
and
-transport-port
) for connecting to
Configuration Server during Application startup.
8. Select the appropriate
Application
object from the list.
9. Click
Install
.
End of procedure
eServices 8.1
Chapter 5: Model Configuration and Installation on Windows Manual Installation of eServices Components
Procedure:
Installing eServices components on AIX, Solaris, or
Linux
Prerequisites
•
The
Application
object has been configured. See Procedure: Creating the
Application object, on page 147
.
•
The product CD for the component you are installing.
Start of procedure
1. Locate the
install.sh
file for the application you are installing.
2. Start the installation script with the command
>install.sh
3. Press
Enter
to confirm the host name for the installation
4. Enter the login information for your Configuration Server:
• Host
• Port
• User
• Password
5. If the component you are installing supports client-side configuration, you will see the following prompt:
Do you want to use Client Side Port option (y/n)?
If you are not setting up client-side port configuration, enter n
and continue
.
Note:
Client-side port configuration is not supported for every eServices component. This dialog will only appear for Chat Server and
Interaction Server installations. This step is optional. Refer to the
Genesys 8.1 Security Deployment Guide for more information.
6. If you are setting up client-side port configuration for the initial connection to Configuration Server as described in the Genesys 8.1 Security
Deployment Guide, enter y
.
7. Specify the following parameters:
Port
—Enter any free port number (this is not the Listening port in the
Server Info tab of the Application object).
IP Address
—Enter the IP Address of the computer on which you are installing and running the application
8. From the list of applications, select one and enter its number in the list.
9. Press
Enter
to confirm the suggested destination directory, or choose another one.
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10. Answer other questions, if required.
Note:
On some Red Hat Linux platforms, eServices 8.1 components might fail to start and produce the error
./cfgutility: error while loading shared libraries: libstdc++.so.5: cannot open shared object file: No such file or directory.
Refer to “Compatibility Package for Red Hat Linux” on page 189 for information about correcting this
issue.
End of procedure
Creating Databases and Running Scripts
If you have not already done so, create the databases for Interaction Server,
Universal Contact Server, and Co-Browsing Server. For UCS, you may also want to create an
Archive
database to store older UCS data and ease storage in the
Main
UCS database.
Note:
If you intend to use the Event Logger functionality that was introduced in release 7.6.1, you will need to create another database and run the corresponding script. Configuration and deployment of
Event Logger is explained in the “Event Logger” section in the
“Interaction Server: Advanced Topic” section of the “Ongoing
Administration and Other Topics” chapter of the eServices 8.1 User’s
Guide.
152 eServices 8.1
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Procedure:
Running scripts for your databases
Start of procedure
1. At the starting directory for each component, locate the SQL script folder:
Component Script Folder
Interaction Server
UCS
Co-Browsing Server
Script sql-scripts dbscripts
2. Run the database scripts for each component.
Note:
Only one Universal Contact Server database pair (
Main
and
Archive
) is allowed per
Tenant.
End of procedure
Next Steps
•
Confirm the components’ connections are correct. See
.
Verifying Connections
At this point in the eServices installation process, you must update the configuration settings for some components before continuing. Refer to
for a list of connections that must be set in the
Configuration Layer. Refer to the eServices 8.1 Reference Manual for information on option settings.
Procedure:
Verifying connections
Start of procedure
1. In Configuration Manager, verify that the required connections have been made in the eServices
Application
objects. See Table 2 on page 52 for a
detailed list of the connections you need to add to the eServices objects.
2. Add a connection from Stat Server to Interaction Server, or to Interaction
Server Proxy (see “Interaction Server Proxy as Reporting Bus” on page 154
).
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Chapter 5: Model Configuration and Installation on Windows Testing eServices Components
3. Add a connection from Universal Routing Server to Interaction Server.
End of procedure
Next Steps
•
Test the components. See
“Testing eServices Components”
.
Interaction Server Proxy as Reporting Bus
You can connect Stat Server to Interaction Server Proxy rather than directly to
Interaction Server. This can be advantageous if you are running multiple Stat
Servers.
To do this,
•
•
Wherever this Guide speaks of connecting Stat Server to Interaction
Server, instead make the connection to Interaction Server Proxy.
Testing eServices Components
The minimum required components for testing include:
•
Local Control Agent
•
DB Server
•
Configuration Server
•
Message Server
•
Solution Control Server
•
Solution Control Interface
•
Stat Server
•
Universal Routing Server
Procedure:
Testing the eServices servers
Purpose: To test that the eServices servers will successfully launch and run free of errors.
Tip: General instructions for starting and stopping your eServices solution
are in Chapter 16 on page 241 . This section provides startup instructions for
the sole purpose of testing your solution.
154 eServices 8.1
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Prerequisites
•
Both Universal Contact Server and Interaction Server have connections to
Stat Server (if you have not already made these connections).
•
Both Stat Server and Universal Routing Server have connections to
Interaction Server.
•
Genesys Framework is running.
•
Before testing chat and web form e-mail, restart the host(s) running the
Chat Server, and ensure that your POP3 e-mail server is up and running.
Start of procedure
1. Start the servers in this order:
a. DB Server for Interaction Server
b. Interaction Server
c. Universal Contact Server
d. E-mail Server
e. Chat Server
f. Classification Server
g. Training Server
h. Co-Browsing Server
i. Web Server and Web Application Container for Web API Server launch
2. After each server starts, check its console window for errors.
End of procedure
Next Steps
•
Procedure: Testing the components using the Web-based TestTool810
Procedure:
Testing the components using the Web-based
TestTool810
An application for testing the components, called TestTool810, is included as part of the installation of Web API Server. Use this tool to test the various Java classes and servlets that run the eServices solution.
Note:
TestTool810 supports Internet Explorer. It does not support Mozilla
Firefox.
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Chapter 5: Model Configuration and Installation on Windows Testing eServices Components
Start of procedure
1. Open a web browser window and enter the following URL: http://<WebAPIServerhost>/WebAPI810/TestTool810
Note:
The address used to access the testing application is case sensitive.
You should see a window that looks like the one in
.
Figure 35: eServices Test Tools Page
2. Click any of the links to launch the various testing tools. The results of the test display in the bottom frame of the web page.
End of procedure
Next Steps
•
Verify interactions can be handled by Genesys Desktop. See
Testing that Genesys Desktop can handle interactions .
Procedure:
Testing that Genesys Desktop can handle interactions
Purpose: To log in the Genesys Desktop agent that will receive test eServices interactions (e-mail, chat, web e-mail, and web callback).
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Chapter 5: Model Configuration and Installation on Windows Testing the Setup
Test agent handling of interactions by configuring and installing Genesys
Desktop. For instructions on how to do this, see the Genesys Desktop 7.6
Deployment Guide.
Note:
After installing Genesys Desktop, use Configuration Manager to ensure that the Desktop
Application
object has a connection to your
Interaction Server or if applicable, Interaction Server Proxy.
Start of procedure
1. Enter the following URL into your web browser: http://<Host_IP_Address:port>/gdesktop
2. To log in an agent, enter the following information:
•
Agent ID
•
Password
•
The name of the agent’s associated Place
End of procedure
Next Steps
•
Test the installation’s functionality. See
Testing the Setup
Next you should test your installation’s functionality. This requires that you implement an interaction workflow. The workflow and its associated routing strategies can be very simple. The simplest way to test the setup is to use the
ABC Simple BP and the
ABC Simple Chat BP business processes that are installed as part of your Interaction Workflow Samples installation.
Using the Sample Business Processes
The
ABC Simple BP
receives e-mail interactions that enter the system and delivers them to an agent group. This business process also allows the agent who works on a given interaction to reply to it and send a resulting outbound e-mail. The
ABC Simple Chat BP
does essentially the same thing, but for chat interactions; it receives chat interactions that enter the system and delivers them to an agent group. See the Universal Routing 8.0 Business Process User’s
Guide for more details on these and the other sample business processes. That guide also describes how to work with strategies and queues in the Interaction
Design portion of IRD.
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Chapter 5: Model Configuration and Installation on Windows Testing the Setup
Procedure:
Configuring ABC Simple BP for routing e-mail interactions
Start of procedure
1. Set E-mail Server’s
default-inbound-queue
option
( in the email-processing section) to the value
Inbound queue
, which is the name of the inbound queue in
ABC Simple BP
.
Note:
If you installed the Interaction Workflow Samples before using the wizard installation, you will find that two
Interaction Queue objects named
Inbound queue and
Outbound queue already exist in your
<Tenant>\Scripts
folder in Configuration Manager. Use the
Inbound queue name as the value for this E-mail Server default queue option.
2. The
Person
object you plan to use for handling e-mail interactions must be a member of the
Agent Group named
E-mail distribution for processing,
which serves as a target for interactions in the
Process ABC strategy of this sample business process
.
3. From the Interaction Design portion of IRD, if they are not already activated, activate the two strategies that this business process uses,
Process ABC and
Send ABC.
See the Universal Routing 8.0 Business Process User’s Guide and
Universal Routing 8.0 Interaction Routing Designer Help for additional instructions on creating and activating/loading routing strategies.
End of procedure
Next Steps
•
To test chat functionality, configure the business process to route a chat.
See
Procedure: Configuring ABC Simple Chat BP for routing chat interactions, on page 159 .
•
Procedure: Sending a test web form e-mail to a Desktop agent, on page 161
.
158 eServices 8.1
Chapter 5: Model Configuration and Installation on Windows Testing the Setup
Procedure:
Configuring ABC Simple Chat BP for routing chat interactions
Start of procedure
Be sure you have set the following prior to testing this workflow:
1. If you installed the Interaction Workflow Samples before using the wizard installation, you will find that an
Interaction Queue
object named
Chat inbound queue already exists in your
<Tenant>\Scripts
folder in
Configuration Manager. That queue is also the value for the Chat Server default option (in the endpoints:<tenant_id>
section). Make sure this is the case.
2. The
Person
object you plan to use for handling chat interactions must be a member of the
Agent Group named
Chat distribution for processing, which serves as a target for interactions in the
Chat inbound strategy strategy of this sample business process
.
3. From the Interaction Design portion of IRD, if they are not already activated, activate the three strategies this business process uses:
Chat send transcript email strategy, Chat request transcript send strategy, and
Chat inbound strategy.
See the Universal Routing 8.0 Business Process User’s Guide and
Universal Routing 8.0 Interaction Routing Designer Help for additional instructions on creating and activating/loading routing strategies.
End of procedure
Next Steps
•
•
To test e-mail, send a test e-mail. See Procedure: Sending a test e-mail to a
and Procedure: Sending a test web form e-mail to a Desktop agent, on page 161 .
Procedure:
Sending a test e-mail to a Desktop agent
Purpose: To send a test e-mail from your installed eServices solution to a
Genesys Desktop agent using the
ABC Simple BP
routing strategy.
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Chapter 5: Model Configuration and Installation on Windows Testing the Setup
Start of procedure
1. If you have not already started the necessary components (as noted in
“Testing eServices Components” on page 154 ), do so now.
2. Open your e-mail client and send an e-mail to the POP box that E-mail
Server checks (the value of that component’s address
option).
3. Ready an agent at the Genesys Desktop and look for the arrival of the e-mail interaction.
4. If the inbound e-mail fails (for example, E-mail Server does not see the message or E-mail Server sends the message to a bad directory), check each of the E-mail Server options, logs, and the routing strategies for possible errors.
End of procedure
Next Steps
•
To test chat, see
Procedure: Starting a test chat session with a Desktop agent .
•
To send a test web form e-mail from the Genesys MCR 8.1 Platform SDK
Java Samples Pages, see Procedure: Sending a test web form e-mail to a
Procedure:
Starting a test chat session with a Desktop agent
Purpose: To start a test chat session between a sample customer from the
Genesys MCR 8.1 Platform SDK Java Samples Pages and a Genesys Desktop agent, using the ABC Simple Chat routing strategy.
Start of procedure
1. Start the web server and the web application container, if you have not already.
2. If you have not already started the necessary components (as noted in
“Testing eServices Components” on page 154 ), do so now.
3. Ready an agent at the Genesys Desktop.
4. Open the Genesys MCR 8.1 Platform SDK Java Samples Pages by opening a browser navigating to http://<WebAPIServerhost>/WebAPI810.
5. Select the
New samples based on PSDK Java API
link to open the samples page.
6. Click
Chat Sample with “user” typing notification
.
7. Fill in customer data and click
Start Chat.
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Chapter 5: Model Configuration and Installation on Windows Testing the Setup
8. Look for the arrival of the chat interaction at the Genesys Desktop.
9. If chat does not work (for example, a disconnected from chat server message appears or the customer joins but the agent does not), check each of the manual install steps. Specifically, check the:
Chat Server options.
Web API Server options.
WebAPI810 parameters, contained in the constants.jsp file.
End of procedure
Next Steps
•
To test e-mail, see Procedure: Sending a test e-mail to a Desktop agent, on page 159
and
setup of eServices 8.1.
Procedure:
Sending a test web form e-mail to a Desktop agent
Purpose: To send a test web form e-mail from the Genesys MCR 8.1 Platform
SDK Java Samples Pages to a Genesys Desktop agent.
Start of procedure
1. If you have not already started the necessary components (as noted in
“Testing eServices Components” on page 154 ), do so now.
2. Open the Genesys MCR 8.1 Platform SDK Java Samples Pages by opening a browser navigating to http://<WebAPIServerhost>/WebAPI810.
3. Select the
New samples based on PSDK Java API
link to open the samples page.
4. Select the
E-mail over the Web
link.
5. Fill in customer data and click
Submit.
6. Ready an agent at the Genesys Desktop and look for the arrival of the web form e-mail interaction.
7. If web form e-mail does not work (for example, no
thank you page displays, a thank you
page displays with an error, or a thank you
page displays but the e-mail never pops to the desktop), check each of the manual install steps.
End of procedure
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Chapter 5: Model Configuration and Installation on Windows Testing the Setup
Next Steps
•
To prepare testing configuration for web callback processing, see
Procedure: Configuring WebCallback BP for routing web callback interactions and
Procedure:
Configuring WebCallback BP for routing web callback interactions
Purpose: Set the following prior to testing this workflow.
Start of procedure
1. If you installed the Web Callback Application before using the wizard installation, you will find that an Interaction Queue object named
New already exists in your
<Tenant>\Scripts
folder in Configuration Manager.
That queue is also the value for the Web API Server wcbNewQueue
(in the
\...\SimpleSamples810\constants.jsp
). Make sure this is the case.
2. The
Person
object you plan to use for handling web callback interactions must be configured to work with voice media and be a member of the
Agent Group named
WebCallback distribution for processing
, which serves as a target for interactions in the
Delivering
strategy of this sample business process.
3. Start Knowledge Manager and import the
UCS_impex.kme
file located in the folder
<Web Callback Application installation>
to receive standard responses related to WebCallback BP.
4. Open the
Send Email Notification
subroutine. Select the corresponding standard responses in the two
Acknowledgement receipt
objects. Save changes in the subroutine and then in IWD.
5. From the Interaction Design portion of IRD, if they are not already activated, activate the following strategies this business process uses:
•
Preprocessing
•
Rescheduled by Agent
•
Rescheduled by Customer
•
Delivering
•
Stop By Customer
•
Stop By Agent
•
Expired Transfer Callbacks
•
Expired Conference Callbacks
162 eServices 8.1
Chapter 5: Model Configuration and Installation on Windows Testing the Setup
•
Outbound notification email sending
Note:
See the Universal Routing 8.0 Business Process User’s Guide and
Universal Routing 8.0 Interaction Routing Designer Help for additional instructions on creating and activating/loading routing strategies.
End of procedure
Next Steps
•
To complete preparing testing configuration for web callback processing, see
Procedure: Updating the Interaction Server database for processing web callback interactions .
Procedure:
Updating the Interaction Server database for processing web callback interactions
Purpose: To run the scripts required to update the Interaction Server database for processing web callback interactions.
Start of procedure
Run the appropriate script for your Interaction Server database. The scripts are located in the following directories:
•
for DB2, in the
<Web Callback Application installation>\Scripts\Db2 folder
•
for MS SQL, in the
<Web Callback Application installation>\Scripts\MsSQL
folder
•
for Oracle, in the
<Web Callback Application installation>\Scripts\Oracle folder
End of procedure
Next Steps
•
To test web callback, see Procedure: Sending a test web callback to a
, otherwise you have completed all steps for testing the setup of eServices 8.1.
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Chapter 5: Model Configuration and Installation on Windows Testing the Setup
Procedure:
Sending a test web callback to a Desktop agent
Purpose: To send a test web callback from the Genesys MCR 8.1 Platform
SDK Java Samples Pages to a Genesys Desktop agent.
Start of procedure
1. If you have not already started the necessary components (as noted in
“Testing eServices Components” on page 154 ), do so now.
2. Open the Genesys MCR 8.1 Platform SDK Java Samples Pages by opening a browser and navigating to http://<WebAPIServerhost>/WebAPI810
.
3. Select the
New samples based on PSDK Java API
link to open the samples page.
4. Select the
WebCallback
link.
5. Fill in customer data and click
Request callback
.
6. Ready an agent at the Genesys Desktop and look for the arrival of the web callback interaction.
End of procedure
Next Steps
•
You have completed all steps for testing the setup of eServices 8.1.
164 eServices 8.1
Chapter
6
Deploying Java
Components on 64-bit
Windows and UNIX
This chapter describes how to deploy the eServices 8.1 Java components on
64-bit Windows and 64-bit UNIX operating systems. It covers these topics:
Old and New Styles of Installation Package, page 165.
Installing Components on 64-bit Windows Operating Systems, page 166
Installing Components on 64-bit UNIX Operating Systems, page 167
Supported Versions of JDK/JRE, page 168
Old and New Styles of Installation
Package
In the 8.1.0 release, a new type of installation package (IP) was introduced for
SMS Server. This “new-style” IP does not differentiate between 32- and 64-bit
Java platforms, unlike the “old-style” IP which required different procedures for 32-bit and 64-bit Java. Between the 8.1.0 and 8.1.3 releases, some other
Java components switched to the “new-style” IP and some retained the
“old-style.” Starting with the 8.1.3 release, all Java-based components use the
lists the components in question and shows when (and if) they changed to the new-style IP.
Note:
Knowledge Manager and UCS Manager do not support 64-bit Java, but they did shift to the new-style IP in release 8.1.3.
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Chapter 6: Deploying Java Components on 64-bit Windows and UNIX Installing Components on 64-bit Windows
In the following procedures, any differences between the deployment of the two IP types is clearly noted.
Table 8 lists the components in question and
shows when (and if) they changed to the new-style IP.
Table 8: Old- and New-Style IPs
Component
Classification Server
E-mail Server
Knowledge Manager
SMS Server
Social Messaging Server
Training Server
Universal Contact Server
UCS Manager
Change to New-Style IP
8.1.3 and later
8.1.2 and later
8.1.3 and later all 8.1.x releases
8.1.1 and later
8.1.3 and later
8.1.1 and later
8.1.1 and later
Installing Components on 64-bit Windows
Operating Systems
The shared steps for all IPs are the following:
1. Verify the Oracle JDK for Windows x64, version 1.6.0_26 or higher (as long as it is within the 1.6 family) is installed.
2. Run the component’s IP (located in the
Windows_x64 folder on the CD).
3. The next steps are:
For the “old-style” IPs (see
i. Install the MCR Java Environment and Libraries for eServices and
UCS.
ii. Manually modify the file
<installation folder>\< filename
>.ini.
Replace the placeholder
<<JVM 64-BIT LOCATION>>
with the actual location of the jvm.dll
file of the 64-bit JDK that is installed.
Note:
In the preceding step,
<filename>
could be either
JavaServerStarter.ini
, J avaEmailServerDriver.ini
, or
ContactServerDriver.ini.
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For the “new-style” IP, when you are prompted with a list of JDK choices, select the required version (1.6.0_26 or higher) of Oracle
JDK.
Installing Components on 64-bit UNIX
Operating Systems
The shared steps for all IPs are the following:
1. Verify that JRE x64 for UNIX is installed.
For Oracle JRE, the version must be 1.6.0_26 or higher.
For IBM JRE (for AIX), the version must be 1.6.0 build pap6460sr9fp2-20110627_03(SR9 FP2) or higher.
2. Run the component’s UNIX IP. When prompted, enter the path to the Java executable (from JRE x64).
3. The next steps are
For the “old-style” IPs:
i. For Classification Server only: install the MCR Java Environment and Libraries for eServices and UCS
ii. Manually modify the file
<installation folder>\< filename >.sh as outlined in
For each component, update the specified file. Replace the text in the “Old” column with the text in the
“New” column. See Table 8 on page 166 for a list of old versus
new IPs.
Table 9: Updates for 64-bit UNIX Installations
Component
Social Messaging Server smserver.sh
Classification Server
Universal Contact
Server
E-mail Server Java
Filename
Clfserver.sh
Old New
$GES_HOME_810/jre/bin/java <path to Java executable, including executable name> contactServer.sh JAVA_HOME=${GES_HOME}
/jre
JAVA_HOME=<JRE location> a emailServer.sh
a. For Solaris installations, the line “JAVACMD=${JAVA_HOME}/bin/java” must be adjusted because x64 java executable is located in the folder “/bin/sparcv9”
For the “new-style” IP, enter the path to the Java executable (from JRE x64) when you are prompted to do so during the installation.
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Supported Versions of JDK/JRE
Regarding supported versions of JDK/JRE, keep the following in mind:
•
JDK/JRE versions that are lower than specified in the foregoing procedures are not supported.
•
For the 8.1.3 release,
JDK/JRE for Oracle 1.8 or higher is not supported, except that
Knowledge Manager additionally does not support JDK/JRE 1.7.
JDK/JRE 1.8 for AIX or higher is not supported.
•
For releases prior to 8.1.3,
JDK/JRE for Oracle 1.7 or higher is not supported.
JDK/JRE 1.6.1 for AIX or higher is not supported.
168 eServices 8.1
TLS
Chapter
7
TLS and Client-Side Port
This chapter describes TLS and client-side port functionality in eServices 8.1.
It includes these sections:
eServices 8.1 supports Transport Layer Security (TLS) protocol to secure data exchange between components.
,
in this chapter list various component connections and indicates whether the specific connection supports TLS. In these tables, the components listed in the first column are connecting to the components that are listed in the top row.
Further information on using TLS is available as follows:
•
Refer to the Genesys 8.1 Security Deployment Guide for information about how to configure TLS for eServices components.
•
For detailed information on using TLS with UCS and UCS clients, see the
“TLS” section of the “Security and Authentication” page of the
Context
Services User’s Guide.
•
UCS, E-mail Server, and UCS Manager use Genesys Platform SDK to implement TLS connectivity. Refer to the “Using and Configuring Security
Providers” page of the
Platform SDK Developer’s Guide
for detailed configuration of TLS providers, as well as recommended Java versions for
TLS on Windows.
Deployment Guide 169
Chapter 7: TLS and Client-Side Port
Table 10: TLS Support 1
Connection Configuration Server
Configuration
Server
Proxy
Solution
Control
Server
Message
Server
Interaction
Server
Yes N/A Yes Yes
Interaction
Server
Yes
Interaction
Server Proxy
Yes Yes N/A Yes Yes
Yes N/A Yes N/A
Universal
Contact
Server
Yes
Universal
Contact
Server Proxy
Yes
E-mail Server Yes
Chat Server
Yes
SMS Server
Yes
Social
Messaging
Server
Yes
Yes
Classification Server
Web API
Java
Web API
.NET
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
N/A
N/A
N/A
Yes
N/A
N/A
Yes
Yes
Yes
Yes
No
No
No
No
No
No
N/A
Yes
Yes
Yes
Yes
N/A
Yes
Yes
Universal
Contact
Server
Yes
N/A
Yes
Yes
Yes
N/A
N/A
No
Yes
Yes
TLS
170 eServices 8.1
Chapter 7: TLS and Client-Side Port
Table 11: TLS Support 2
Connection E-mail
Server
Chat
Server
Yes
SMS
Server
No
Social
Messaging
Server
No
Classification Server
No
Interaction
Server
Universal
Contact
Server
Yes
N/A
Universal
Contact
Server Proxy
N/A
E-mail Server
Chat Server
N/A
SMS Server
N/A
N/A
Social
Messaging
Server
Classification Server
N/A
Web API
Java
Web API
.NET
Yes
Yes
N/A
N/A
N/A
No
N/A
N/A
Yes
Yes
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
Table 12: TLS Support 3
Connection Web
API
Java
N/A
Interaction
Server
Universal
Contact
Server
N/A
Web
API
.NET
N/A
N/A
DB Server Universal
Routing
Server
Yes N/A
N/A N/A
Stat Server
Yes
No
TLS
Deployment Guide 171
Chapter 7: TLS and Client-Side Port
Table 12: TLS Support 3 (Continued)
Connection Web
API
Java
Universal
Contact
Server Proxy
N/A
E-mail Server N/A
Chat Server
N/A
SMS Server
N/A
N/A
Social
Messaging
Server
Classification Server
N/A
Web API
Java
Web API
.NET
Web
API
.NET
N/A
N/A
N/A
N/A
N/A
N/A
DB Server Universal
Routing
Server
N/A N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
Stat Server
N/A
N/A
N/A
N/A
N/A
N/A
Yes
Yes
Client-Side Port
Note:
Training Server does not support the TLS connection type. Stat Server and Universal Routing Server support TLS with their connections to
Interaction Server. Universal Contact Server Proxy supports TLS with its connection to Universal Contact Server. No other connections to eServices components are supported by UCS Proxy.
Client-Side Port
eServices 8.1 supports client-side port definition between components as
. In these tables, the components listed in the first column are connecting to the components that are listed in the
172 eServices 8.1
Chapter 7: TLS and Client-Side Port Client-Side Port top row. Refer to the Genesys 8.1 Security Deployment Guide for information about how to configure client-side port parameters.
Table 13: Client-side Port Support 1
Connection Configuration Server
Configuration Server
Proxy
Interaction
Server
Yes Yes
Yes
Interaction
Server Proxy
Yes
Universal
Contact
Server
Yes Yes
Yes
Solution
Control
Server
Message
Server
Interaction
Server
Universal
Contact
Server
N/A Yes Yes Yes
N/A
N/A
N/A
Yes
Yes
Yes
Yes
N/A
N/A
N/A
Yes
Universal
Contact
Server Proxy
Yes
E-mail Server Yes
Chat Server
Yes
SMS Server
Yes
Yes
Social
Messaging
Server
Classification Server
Yes
Web API
Java
Web API
.NET
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
N/A
N/A
Yes
N/A
N/A
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
N/A
No
No
Yes
Yes
N/A
N/A
No
No
No
Deployment Guide 173
Chapter 7: TLS and Client-Side Port Client-Side Port
Table 14: Client-side Port Support 2
Connection Universal
Contact
Server Proxy
Server
N/A Yes
Interaction
Server
Universal
Contact
Server
N/A N/A
N/A
Universal
Contact
Server Proxy
E-mail Server N/A
Chat Server
N/A
SMS Server
N/A
N/A
Social
Messaging
Server
Classification Server
N/A
Web API
Java
Web API
.NET
N/A
N/A
N/A
N/A
N/A
N/A
No
No
Chat
Server
Yes
N/A
N/A
N/A
No
N/A
N/A
No
No
SMS
Server
Yes
Social
Messaging
Server
Yes
Classification Server
Yes
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
Table 15: Client-side Port Support 3
Connection Web
API
Java
N/A
Interaction
Server
Universal
Contact
Server
N/A
Web
API
.NET
N/A
N/A
DB Server Universal
Routing
Server
No N/A
N/A N/A
Stat Server
Yes
No
174 eServices 8.1
Chapter 7: TLS and Client-Side Port
Table 15: Client-side Port Support 3 (Continued)
Connection Web
API
Java
Universal
Contact
Server Proxy
N/A
E-mail Server N/A
Chat Server
N/A
SMS Server
N/A
N/A
Social
Messaging
Server
Classification Server
N/A
Web API
Java
Web API
.NET
Web
API
.NET
N/A
N/A
N/A
N/A
N/A
N/A
DB Server Universal
Routing
Server
N/A N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
Stat Server
N/A
N/A
N/A
N/A
N/A
N/A
No
No
Client-Side Port
Note:
Training Server does not support the client-side port connection type.
Deployment Guide 175
Chapter 7: TLS and Client-Side Port Client-Side Port
176 eServices 8.1
Chapter
8
Deploying an E-Mail System in Secured Mode
This chapter describes how to configure an e-mail system to work in secured mode using TLS/SSL. This applies to POP3, IMAP4, and SMTP. The purpose is to generate and install a public/private key pair. The information in this chapter is divided among the following sections:
Configuring the Corporate E-Mail Server, page 177
Configuring TLS/SSL for E-mail Server, page 178
Configuring the Corporate E-Mail Server
Configure TLS/SSL in the Corporate E-mail Server. Follow the constructor recommendations to generate a certificate and configure TLS/SSL on ports
POP3, IMAP and SMTP.
The following is an example of generation of a certificate with keytool
(keytool is a Java utility that is available with the JRE. The utility can be found in
<eServices_Install_Dir>/jre/bin
for Unix operating systems, and in
<eServices_Install_Dir>\jre\bin
for Windows operating systems): keytool -genkey -v -alias hostname.example.com
-dname “CN=hostname.example.com,OU=IT,O=ourcompany,C=FR” -keypass
<certificate_password>
-keystore <certicate_name>.keystore -storepass <certificate_password>
-keyalg “RSA” -sigalg “SHA1withRSA” -keysize 2048 -validity 3650
The arguments used in this command are the following:
-alias
—Defines an alias in keystore, to store the key.
-dname
—Distinguished Name, a comma-separated list made up of the following, in the following order:
Deployment Guide 177
Chapter 8: Deploying an E-Mail System in Secured Mode Configuring TLS/SSL for E-mail Server
CN—Common Name. This must be the name of the host where the corporate e-mail server is running. It must be the host name used in
E-mail Server’s settings; for example, if connecting to a POP 3 server, the option
server in the
pop-client section must have this value.
OU—Organizational Unit Name
O—Organization Name
L—Locality Name (city)
S—State
C—Country Name
Notes:
The abbreviations are not case-sensitive.
Only
CN is required.
-keypass
—Password of the key of the certificate.
-keystore
—Specifies the keystore used.
-storepass
—Password of the keystore.
-keyalg
—Algorithm used to generate the key. Possible values are
DSA and
RSA.
More information is available at http://docs.oracle.com/javase.
-sigalg
—Specifies the algorithm used to sign the key.
-keysize
—Specifies the size of the key.
-validity
—Defines the validity of the certificate, in days. The value in the example is 3,650 days, or 10 years.
Configuring TLS/SSL for E-mail Server
This section describes procedures for configuring your E-mail Server application to work with TLS/SSL. This configuration is supported for E-mail
Server version 7.0 and above. The following procedures are included in this section:
•
Procedure: Generating the .truststore file, on page 179
•
Procedure: Modifying the E-mail Server startup command line on
•
Procedure: Modifying the E-mail Server startup command line on Unix, on page 180
•
Procedure: Configuring E-mail Server’s POP, IMAP, and SMTP ports, on page 181
178 eServices 8.1
Chapter 8: Deploying an E-Mail System in Secured Mode Configuring TLS/SSL for E-mail Server
Procedure:
Generating the .truststore file
Prerequisites:
•
The corporate e-mail server is configured to work in secured mode. See
“Configuring the Corporate E-Mail Server” on page 177 .
Start of procedure
1. From the certificate on the Corporate E-mail Server, extract the public key.
The following is an example of extracting a public key using keytool: keytool -export -v -alias hostname.example.com -file
<certificate_name>.cer -keystore <certificate_name>.truststore
-storepass <certificate_password> keytool -import -alias hostname.example.com -file
<certificate_name>.cer -keystore client.truststore -storepass
<certificate_password>
At this point, the client.truststore
file contains the public key.
2. Copy it to the host on which E-mail Server is running.
End of procedure
Next Steps
•
Provide E-mail Server with the location of the
.truststore
file. See
Procedure: Modifying the E-mail Server startup command line on
Procedure: Modifying the E-mail Server startup command line on Unix .
Procedure:
Modifying the E-mail Server startup command line on
Windows
Purpose: To provide E-mail Server with the location of the
.truststore
file on startup.
Prerequisites
•
The
.truststore
file has been created. See Procedure: Generating the
.
Deployment Guide 179
Chapter 8: Deploying an E-Mail System in Secured Mode Configuring TLS/SSL for E-mail Server
Start of procedure
1. Open
JavaEmailServerDriver.ini
in a text editor
.
2. In the
[JavaArgs]
section, add the following:
-
Djavax.net.ssl.trustStore=<path to certificate>
3. Save and close the file.
End of procedure
Next Steps
•
Configure ports required for E-mail Server to work in secured mode. See
Procedure: Configuring E-mail Server’s POP, IMAP, and SMTP ports .
Procedure:
Modifying the E-mail Server startup command line on
Unix
Purpose: To provide E-mail Server with the location of the
.truststore
file on startup.
Prerequisites
•
The
.truststore
file has been created. See Procedure: Generating the
.
Start of procedure
1. Locate the E-mail Server startup file ( emailServer.sh
).
2. Open the file in a text editor and modify the startup command line so
E-mail Server can locate the
.truststore file. For example: java -Djavax.net.ssl.trustStore=”<path to certificate>” --Xmx512M
....
3. Save and close the file.
End of procedure
Next Steps
•
Configure ports required for E-mail Server to work in secured mode. See
Procedure: Configuring E-mail Server’s POP, IMAP, and SMTP ports .
180 eServices 8.1
Chapter 8: Deploying an E-Mail System in Secured Mode Configuring TLS/SSL for E-mail Server
Procedure:
Configuring E-mail Server’s POP, IMAP, and SMTP ports
Purpose: The ports must be configured in order for the e-mail system to work in secured mode.
Prerequisites
•
The
.truststore
file has been generated and E-mail Server’s startup
command line has been modified. See Procedure: Generating the .truststore file, on page 179
and
Procedure: Modifying the E-mail Server startup command line on Windows, on page 179 or
E-mail Server startup command line on Unix, on page 180 .
Start of procedure
1. In Configuration Manager, open the properties for your E-mail Server application.
2. In the
Options
tab, locate the
[pop-client]
section for IMAP and configure the type, port,
and
enable-ssl
options. For example:
[pop-client1] type = IMAP port = 993
(the default SSL port for IMAP) pop-connection-security = ssl-tls
3. Locate the
[pop-client]
section for POP3 and configure the type, port, and
enable-ssl
options. For example:
[pop-client2] type = POP3 port = 995
(the default SSL port for POP3) pop-connection-security = ssl-tls
4. Locate the [ smtp-clien t] section and configure the port
and
enable-ssl options. For example: port = 465
(the default SSL port for SMTP) smtp-connection-security = ssl-tls
5. Save your changes.
End of procedure
Deployment Guide 181
Chapter 8: Deploying an E-Mail System in Secured Mode Configuring TLS/SSL for E-mail Server
182 eServices 8.1
Chapter
9
Multiple Interaction
Servers in a Single Tenant
This chapter discusses configuring multiple Interaction Server instances in a single tenant. It covers the following topics:
Overview
If you deploy separate solutions within a single tenant, the usual architecture has a single Interaction Server processing all the interactions according to business processes that are defined for the entire tenant (which may include separate business processes for the separate solutions). The server also uses a single database to store all the interactions.
However, assigning a separate instance of Interaction Server to each solution can provide the following benefits.
Functional Separation
•
Stopping or terminating one solution does not affect the others.
•
New solutions can be deployed with their own Interaction Servers without disturbing existing solutions.
•
The Interaction Servers assigned to different solutions can be configured most appropriately to handle the specific solution
•
The overall system performance can be higher:
The servers do not affect each other and can utilize different hardware.
The servers use separate databases.
•
Each solution can be managed and maintained separately by different teams.
Deployment Guide 183
Chapter 9: Multiple Interaction Servers in a Single Tenant Configuring
Data Separation
Physically separating the data of different solutions within one tenant provides the following benefits:
•
Databases can be managed separately. Backup or restoration of one solution does not affect other solutions.
•
Data corruption or hardware failures in one database only affects one solution.
•
Performance is improved.
Note:
If you have separate objects in a single tenant for use with multiple
Interaction Servers, you must similarly use multiple instances of Stat
Server, desktop applications, reporting applications, and any other application that supports a connection to only one application of
Interaction Server or T-Server type.
Configuring
You can use Configuration Server security to allow a specific server instance to work only with a subset of Business Processes within a tenant. At a high level, the procedure is as follows:
1. Use the Interaction Design window of Interaction Routing Designer to create an account and associate a Business Process with it, as described in the “Last Step in Creating a Business Process” topic of Universal Routing
8.1 Interaction Routing Designer Help (control of access to other configuration s is not supported at this time).
2. Associate any other desired Business Processes with this account.
This creates an Access Group object that has access to the associated
Business Process.
3. In Genesys Administrator or Configuration Manager, create a Person object and add it to the Access Group.
4. Configure the selected Interaction Server instance to run under this new
Person account:
Configuration Manager: In the
Log On As area of the
Security tab of the Interaction Server Application object, select
This Account, then select the desired Person in the resulting
Add User dialog box.
Genesys Administrator: On the
Configuration tab of the Interaction
Server Application object, go to the
Server Info area, clear the
Log
On As System checkbox, and click
Browse to select an account.
184 eServices 8.1
Chapter
10
Deploying eServices in
UNIX Environments
This chapter describes procedures for configuring and installing eServices components in UNIX environments—Solaris, AIX, and Linux—as well as for configuring the Web API components in a WebSphere or WebLogic environment.
This chapter has these sections:
Deploying eServices on UNIX Hosts, page 185
Compatibility Package for Red Hat Linux, page 189
Deploying Genesys Web Applications for WebSphere on AIX, Solaris, or
Deploying Genesys Web Applications for WebLogic on Solaris, page 201
Note:
You can deploy all eServices 8.1 components on UNIX platforms, except for the following user interfaces:
• Knowledge Manager
• Universal Contact Server Manager
• Interaction Workflow Samples
Deploying eServices on UNIX Hosts
Configuring and installing eServices 8.1 on Solaris, AIX, or Linux follows the
general procedure introduced in Chapter 5, beginning on page 97 . You can use
the eServices 8.1 Configuration Wizards on a Windows host to configure components that will run in UNIX environments. For the installation phase, however, you should proceed in a slightly different fashion than you would for a Windows-only environment. The main difference is that after configuration, you will need to manually copy the individual component installation packages
Deployment Guide 185
Chapter 10: Deploying eServices in UNIX Environments Deploying eServices on UNIX Hosts
Remote Computers” in the “Genesys Wizards” section of Chapter 4,
“Deployment Overview,” of the Framework 8.1 Deployment Guide.
After you copy the software to the UNIX hosts, do one of the following:
•
Run the setup for individual components manually.
•
Use the eServices CD on each host to run the setup for the components directly from that CD.
Note on Java Environment and Libraries for eServices and
UCS
Some components require Java Environment and Libraries for eServices and
UCS (JELEU), supplied as part of eServices. For all platforms, before you install these components, you must first install the Java Environment and
Libraries for eServices and UCS. On Windows, if you use
IPStarter.exe,
it takes care of this automatically. On Solaris, AIX, or Linux, however, you must manually run the Java Environment and Libraries for eServices and UCS setup on each host before you run the setup for the other eServices components for
that host. Table 16 lists eServices components according to their requirement
for JELEU.
Table 16: Components and Releases not Requiring JELEU
Component JELEU Required?
Interaction Server No
Interaction Server Proxy No
UCS Proxy
SMS Server
Web API Server
E-mail Server
No
No
No
Prior to release 8.1.2 only
Social Messaging Server Prior to release 8.1.1 only
UCS Prior to release 8.1.1 only
UCS Manager
Classification Server
Prior to release 8.1.1 only
Prior to release 8.1.3 only
Knowledge Manager
Training Server
Prior to release 8.1.3 only
Prior to release 8.1.3 only
186 eServices 8.1
Chapter 10: Deploying eServices in UNIX Environments Deploying eServices on UNIX Hosts
Interaction Server, Chat Server, Interaction Server Proxy, UCS Proxy, and Web
API Server are exceptions to this guideline.
Interaction Server, Chat Server, Interaction Server Proxy, UCS Proxy, and Web
API Server (on all platforms) do not require Java Environment and Libraries for eServices and UCS.
For an explanation of the difference between Third Party Components
(executable) and ThirdPartyApplications (directory), see the note on
Procedure:
Deploying eServices on Solaris, AIX, or Linux from a
Windows host
Purpose: To suggest how you might use the eServices Configuration Wizards on a Windows host to configure and install components to other hosts for
Solaris, AIX, or Linux deployments.
Start of procedure
1. (This step is not required for release 8.1.3 and higher): On each Solaris,
AIX, or Linux host, set the environment variable
GES_HOME_810
to target the directory containing eServices components. Refer to the online UNIX manual for the syntax for the set
command in the shell you use. If for any reason you cannot complete the deployment of your eServices Solution during one login session, you may need to set the variable again after a new login.
Warning!
Do not include any spaces in the value of the
GES_HOME_810 environment variable (for example, use
/home/lab/GCTI/eServices81
instead of
/home/lab/GCTI/eServices
8.1
).
2. When you run the eServices Configuration Wizard, it will ask you to specify the destination for copying installation packages. Do one of the following:
•
Create a shared directory on your Solaris, AIX, or Linux computer for the installation package deployment, making sure that it is accessible from the Windows host.
•
Create a shared directory on a Windows host (as recommended in
“Create a Shared Directory” on page 101 for the Windows
installation), making sure that it is accessible from the Solaris, Linux, or AIX host(s) that will run your eServices components.
In either case you must copy all installation packages to the Solaris, Linux, or AIX computer(s) that will host your eServices solution.
Deployment Guide 187
Chapter 10: Deploying eServices in UNIX Environments Deploying eServices on UNIX Hosts
3. On a Windows machine, run the eServices Configuration Wizards as
described in Chapter 5, beginning on page 97 .
The Wizards copy the installation packages using a directory structure such as the following:
<componentA>
IBM_AIX
Linux
Solaris
Windows_2008
Windows_Server_2003
<componentB>
IBM_AIX
Solaris
Windows_2008
Windows_Server_2003
...
aix
ThirdPartyComponents linux
ThirdPartyComponents solaris
ThirdPartyComponents windows
CommonWizardComponentSet
ThirdPartyComponents
4. After completing configuration using the Wizards, begin installation by running the installation package in
<platform>\ThirdPartyComponents
on each host where you plan to install components.
5. Continue installation by running the installation package for each remaining eServices component. You will find that package in the
<platform>
subdirectory contained in the directory named for each component.
End of procedure
Next Steps
•
For Solaris deployments, you need to install and configure one of the following web application servers:
Deploying Genesys Web Applications for WebLogic on Solaris, page 201
Deploying Genesys Web Applications for WebSphere on AIX, Solaris, or Windows, page 190
Configuring Apache and Tomcat for Linux or Solaris, page 76
•
For AIX deployments, you need to deploy the following web application server:
188 eServices 8.1
Chapter 10: Deploying eServices in UNIX Environments Compatibility Package for Red Hat Linux
Deploying Genesys Web Applications for WebSphere on AIX, Solaris, or
•
For Linux deployments, you need to install and configure the following:
Configuring Apache and Tomcat for Linux or Solaris, page 76
Compatibility Package for Red Hat Linux
On some Red Hat Linux platforms, eServices 8.1 components
might fail to start and produce the following error:
./cfgutility: error while loading shared libraries: libstdc++.so.5: cannot open shared object file: No such file or directory
To correct this issue, a compatibility package must be added to the Operating
System. The exact name of the package depends on the OS version of your
Linux host. Here are several examples for different Linux versions:
Example for Red Hat 4:
alexey@rh40pd32$ rpm -qf /usr/lib/libstdc++.so.5
compat-libstdc++-33-3.2.3-47.3
The name of package indicates that it is not a part of the OS, but the part of a compatibility package.
Example for Red Hat 5:
alexey@rh50-vm$ rpm -qf /usr/lib/libstdc++.so.5
compat-libstdc++-33-3.2.3-61
The name of package indicates that it is not a part of the OS, but the part of a compatibility package.
Note:
A package newer than
compat-libstdc++-33-3.2.3-61
might already exist for Red Hat 5 Linux.
If you have yum installed then you can use it to get the package from a predefined Red Hat repository. For example: yum -y install compat-libstdc++-33
If you do not have yum installed then you need to find package manually and use rpm
for installation. For example: rpm -i ftp://ftp.pbone.net/mirror/archive.fedoraproject.org/fedora/linux/core/
6/x86_64/os/Fedora/RPMS/compat-libstdc++-33-3.2.3-61.i386.rpm
This package could possibly be found here:
Deployment Guide 189
Chapter 10: Deploying eServices in UNIX Environments Deploying Genesys Web Applications for WebSphere on AIX, http://rpm.pbone.net/index.php3/stat/4/idpl/3416184/com/compat-libstdc+
+-33-3.2.3-61.i386.rpm.html
Note:
Refer to the Genesys Supported Operating Environment Reference
Guide for more information.
Deploying Genesys Web Applications for
WebSphere on AIX, Solaris, or Windows
In eServices 8.1, you can use the IBM WebSphere Application Server in AIX,
Solaris, and Windows deployments. After configuring and installing eServices
as outlined in Chapter 5 on page 97
, and in “Deploying eServices on UNIX
, you need to enable your WebSphere deployment to use the Web API Server and the Multimedia 8.1 Samples.
For AIX deployments, WebSphere is the only supported web server. For
Windows deployments, Web API Server 8.1.0 can work with WebSphere,
Apache/Tomcat or IIS/Tomcat platforms. For Solaris, however, you can use
WebSphere, Apache/Tomcat, or WebLogic in your deployment. For
WebSphere deployment procedures, see:
•
Installing Genesys web applications for WebSphere on AIX or Solaris, page 191
•
Deploying Genesys web applications for WebSphere on AIX, Solaris, or
•
Testing the WebSphere installation on AIX, Solaris, or Windows, page 199
Note:
For information about deploying on Solaris with Tomcat or
WebLogic, see the following sections:
• “Configuring Apache and Tomcat for Linux or Solaris” on page 76
• “Deploying Genesys Web Applications for WebLogic on Solaris” on page 201
Prerequisites
This section assumes that you have your WebSphere environment ready to go, and that you have completed the model setup. The steps outlined in this section use values you entered for that model installation.
Environment
This document refers to the root directory for IBM WebSphere as
<WEBSPHERE_HOME>.
The root directory for the IBM HTTP Server, an
Apache-based Web Server, is
<IHS_HOME>.
<MCR_API_EAR>
represents the base
190 eServices 8.1
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MCR_API_EAR.ear
file location. A sample directory structure in this case might be:
<WEBSPHERE_HOME>/AppServer/profiles/AppSrv01/installedApps/DefaultNodeC ell/MCR_API_EAR.ear.
Note:
For instructions on how to configure and install Genesys Web API
Server see the Web API Server sections of the following procedures:
•
Procedure: Configuring eServices objects using the wizard, on page 104
•
Procedure: Performing an integrated installation of all eServices servers, on page 138
Procedure:
Installing Genesys web applications for WebSphere on
AIX or Solaris
Prerequisites
•
The environment variable
GES_HOME_810
is set. See
Start of procedure
1. Run the install.sh
script for Web API Server for WebSphere.
2. Enter the name of the host on which you are installing Web API Server.
3. If you have not specified configuration information using a Wizard, you are prompted to enter the following login information for your
Configuration Server:
• Host
• Port
• User
• Password
4. Enter the backup Configuration Server host and port.
5. Specify which application to install.
6. Select the code page (the character set pair for processing requests from computers with different locale settings).
7. Enter the fully qualified host name where Co-Browsing Server is installed.
8. Enter the Configuration Server tenant name.
9. Press
Enter
to confirm the destination directory, and to begin the installation.
End of procedure
Deployment Guide 191
Chapter 10: Deploying eServices in UNIX Environments Deploying Genesys Web Applications for WebSphere on AIX,
Next Steps
•
Deploy Genesys web applications for WebSphere. See Procedure:
Deploying Genesys web applications for WebSphere on AIX, Solaris, or
Procedure:
Deploying Genesys web applications for WebSphere on AIX, Solaris, or Windows
The following procedures and sample screens apply to WebSphere version
6.1.0.21. For other versions of WebSphere, variations may occur.
Start of procedure
1. Launch your WebSphere Application Server.
.
2. Login to the Administrative Console (typically using the address http://<yourhost>:9060/ibm/console
) and proceed to the main page (see
).
Figure 36: Administration Console—Main Page
3. In the left frame of the main page, click
Applications > Enterprise
Applications
192 eServices 8.1
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Figure 37: Click Enterprise Applications
4. After the
Enterprise Application
page opens, in the right frame, select
Default Application
, and then click
Stop
(see
).
Figure 38: Stop the Default Application
Tip: You must click
Stop
, because the WebSphere default application shares the same context root as the one you created in your
EAR
project.
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5. After the page refreshes, in the left frame, click
Applications > Install
New Application
Figure 39: Click Install New Application
.
6. After the
Install New Application
page opens, in the right frame, enter the full path to the
MCR_API_EAR.ear
file that was prepared when you ran the installation package script (see
). Click
Next
.
194
Figure 40: Enter the Path to the MCR API EAR File
Tip: If you experience difficulties, check access permissions for your
UNIX user account as it applies to the
.ear
file.
eServices 8.1
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7. At the
Step 1
page (see
), retain all defaults, or change the
Application Name value (retaining defaults for the remaining fields), and click
Next
.
.
Figure 41: Change Application Name
8. At the
Step 2
page (see
), select your web and application servers from the
Clusters and Servers
drop-down list, and then click
Apply.
Click
Next.
Figure 42: Select Your Web and Application Servers
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9. At the
Step 3
page (see Figure 43 ), review the summary of the your install
options. If it is correct, click
Finish
. Otherwise, click
Previous
to return to an earlier page and make any necessary changes.
Figure 43: Review the Summary
After a few moments, you will receive a message notifying you that the installation was successful (see
).
196
Figure 44: Notice of Successful Installation
10. Click the
Save to Master Configuration
link in the middle of the right frame
.
eServices 8.1
Chapter 10: Deploying eServices in UNIX Environments Deploying Genesys Web Applications for WebSphere on AIX,
11. If you are using the IBM HTTP Server to provide frontline access to
WebSphere, you must also do the following:
a. In the left frame, click
Servers > Web Servers
Deployment Guide
Figure 45: Click Web Servers
b. In the right frame select your web server. Click
Generate Plug-in.
You will see the
Update web server plug-in configuration
confirmation page (as shown in Figure 46 )
.
Figure 46: Update Web Server Plug-in Confirmation Page
197
Chapter 10: Deploying eServices in UNIX Environments Deploying Genesys Web Applications for WebSphere on AIX,
c. Update the web server configuration file to accommodate the specifics of your deployment. To do this, locate the
<IHS_HOME>/conf/httpd.conf
file and add following text (one for each web project, with your environment’s specifics), indicating a virtual root, to the end of it:
Alias /AgentCoBrowse810 “<MCR_API_EAR>/WebAPI810.war/AgentCoBrowse810”
Alias /WebAPI810 “<MCR_API_EAR>/WebAPI810.war”
For an example of an amended http.conf
file, see
Figure 47: Sample http.conf File
d. Save the http.conf
file.
e. Restart the IHS Web Server.
12. If needed, create a special text file and update the web.xml configuration
Balancer Servlet, on page 142 for details.
13. Specify system variables for passing initialization parameters to the Load
Balancer Servlet. Do this if you want Web API Server to use system variables instead of, or in addition to, the parameters that are specified in
for details.
14. Back in WebSphere, in the left frame, go to
Applications > Enterprise
Applications.
198 eServices 8.1
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15. At the
Enterprise Applications
page, in the right frame, select your Web
API Server EAR application and click
Start
.
The status arrow next to your EAR application should change to green as shown in
.
Deployment Guide
Figure 48: Start Your EAR Application
End of procedure
Next Steps
•
Procedure:
Testing the WebSphere installation on AIX, Solaris, or
Windows
Purpose: Use the Genesys MCR 8.1 Platform SDK Java Samples Pages to test your IBM WebSphere deployment.
Start of procedure
1. Launch the IBM HTTP Server.
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2. Enter the following address in your browser: http://<yourhost>/WebAPI810/
The Multimedia 8.1 Platform SDK Java Start page opens (see
).
Figure 49: Multimedia Platform SDK Java Start Page
200 eServices 8.1
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3. Select the
Samples based on Java API
link. The samples page opens (see
). If you can access and work with those sites, you successfully performed the installation.
Figure 50: eServices Platform SDK Java Samples
End of procedure
Next Steps
•
You have completed all the actions required to deploy Genesys web applications for WebSphere for AIX, Solaris, or Windows.
Deploying Genesys Web Applications for
WebLogic on Solaris
For deployment on Solaris, after configuring and installing eServices as
outlined in Chapter 5, beginning on page 97
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, you need to enable a web application to use Web
API Server and the Multimedia 8.1 Samples. You can deploy any of the following web applications on Solaris hosts:
•
BEA WebLogic Server—See this section for deployment details.
•
IBM WebSphere Application Server—See “Deploying Genesys Web
Applications for WebSphere on AIX, Solaris, or Windows” on page 190
for details.
•
Apache HTTP Server and Apache Tomcat Application Container—See
“Configuring Apache and Tomcat for Linux or Solaris” on page 76 for
details.
Prerequisites
This section assumes that you have your WebLogic environment installed and ready, and that you have completed the model setup. The steps outlined in this section use values you entered for that model installation.
Procedure:
Installing Genesys web applications for WebLogic
Prerequisites
•
The environment variable
GES_HOME_810
is set. See
Start of procedure
1. Run the install.sh
script.
2. Enter the host name where you will install the Web API Server.
3. If you have not specified configuration information using a Wizard, you are prompted to enter the login information for your Configuration Server:
• Host
• Port
• User
• Password
4. Enter the backup Configuration Server host and port.
5. Specify which application to install.
6. Choose the web server type, and then enter the web server root directory.
7. Enter the WebLogic domain directory that you are using.
8. Select the code page–character set
pair for processing requests from computers with different locale settings.
9. Enter the fully qualified host name where Co-Browsing Server is installed.
10. Enter the Configuration Server tenant name.
202 eServices 8.1
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11. Press Enter to confirm the destination directory, and to begin the installation.
The installer will extract the necessary files to the locations you specified, and will update the following files:
•
<Apache root>/conf/httpd.conf
.
•
All related
*.jsp
files.
•
startWebLogic.sh
.
End of procedure
Next Steps
•
Verify the WebLogic configuration file is correct. See
Procedure: Checking your WebLogic configuration file
.
Procedure:
Checking your WebLogic configuration file
Purpose: To confirm that your eServices web application will run correctly.
WebLogic automatically generates a config.xml
configuration file during the first run of the domain created in DEVELOPMENT mode. This configuration file specifies which Web API applications WebLogic starts.
Start of procedure
1. Locate and open your WebLogic config.xml
file.
2. Search for the following lines inside your configuration file:
<app-deployment>
<name>_appsdir_MCR_API_EAR_ear</name>
<target>AdminServer</target>
<module-type>ear</module-type>
<source-path>autodeploy\MCR_API_EAR.ear</source-path>
<security-dd-model>DDOnly</security-dd-model>
<staging-mode>nostage</staging-mode>
</app-deployment>
End of procedure
Next Steps
•
Procedure: Deploying your web applications, on page 204
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Procedure:
Deploying your web applications
Purpose: Genesys web applications for WebLogic are deployed automatically during the installation process. However, if you choose to create a custom package based on the Web API Server, then you will have to use WebLogic to manually deploy the related web applications.
Start of procedure
1. Start your Admin and Managed servers, if they are not already running.
2. Open your web browser and start the Administrative console.
3. Log in using your user name and password.
.
4. Open the
Deployments
section for your domain, and click the
Lock & Edit
button as shown in Figure 51 on page 204 .
Figure 51: Deploy a Web Application in WebLogic
5. Click the
Install
Figure 52: Click Install
204 eServices 8.1
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6. Specify the full path to your
MCR_API_EAR.ear application archive and click
Next
. See
Figure 53: Specify the Path
7. Select
Install this deployment as an application
and click
Next
. See
.
Figure 54: Install this Deployment as an Application
8. Select your Managed Servers and click
Next
. See
.
Figure 55: Select your Managed Servers
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9. Modify optional settings or accept the defaults. Click
Next
. See
Figure 56: Modify Settings
10. Review your choices and click
Finish
to complete the deployment. See
206 eServices 8.1
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Figure 57: Review Choices
11. Click the
Save and then click the
Activate Changes
button. See
.
Figure 58: Activate Changes
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12. The deployment is now complete. Check your summary page to ensure that the WebAPI810 module is contained in the Enterprise application, as shown in
.
Figure 59: Summary Page
End of procedure
Next Steps
•
Procedure:
Testing the WebLogic installation and deployment
Purpose: To verify the WebLogic installation and deployment was successful.
Start of procedure
1. Ensure Apache is running.
2. Start WebLogic.
3. In a browser, enter the following address: http://<Apache host>:<Apache listen port>/WebAPI810
208 eServices 8.1
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If you can access and work with this site, you have successfully completed the installation and deployment.
Note:
The address listed above is case sensitive.
End of procedure
Next Steps
•
You have completed all the actions required to deploy Genesys web applications for WebLogic on Solaris.
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210 eServices 8.1
Chapter
11
Manual Deployment—Web
API Server and UCS
This chapter describes the manual deployment of Web API Server, Universal
Contact Server (UCS) and UCS Manager.
The information in this chapter is divided among the following topics:
Configuring Web API Server and UCS, page 212
Installing Web API Server and UCS, page 215
Introduction
It is possible that you may want to use Web API Server or UCS and UCS
Manager without deploying the other eServices components. For example,
Genesys Voice Callback requires these components. In such a situation you may want to install these components on their own without using the eServices
Configuration Wizards or the eServices integrated installation. This chapter describes procedures for such manual configuration and installation.
Note:
The installation procedures outlined in this chapter are specific to
Apache and Tomcat on Windows and Apache and Tomcat on Solaris or Linux. Other combinations of web servers, application containers, and operating systems are supported, but their installation procedures
may vary. Refer to Chapter 10 on page 185 for information about
installation on WebLogic and WebSphere.
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Requirements
These components require certain other components to operate:
•
The Web API Server requires a web server and an application container.
See
for a description of installing these objects.
•
Prior to the 8.1.3 release, UCS and UCS Manager require Java
Environment and Libraries for eServices and UCS installed on the host.
Java Environment and Libraries for eServices and UCS are included in the
Libraries for eServices and UCS can also be installed manually, as described in
Procedure: Installing Universal Contact Server Manager (see
).
Note:
For an explanation of the difference between Third Party Components
(executable) and ThirdPartyApplications (directory), see the note on
Configuring Web API Server and UCS
In the Configuration Layer, create or edit the required
Application
objects.
Refer to the following procedures:
1.
Procedure: Creating or editing the Web API Server application object, on page 212
2.
Procedure: Creating or editing the UCS application object, on page 213
3.
Procedure: Creating or editing the UCS Manager application object, on page 214
Procedure:
Creating or editing the Web API Server application object
Purpose: To create or update the
Application
object for Web API Server.
Start of procedure
1. Create an
Application
object if it does not already exist.
a. Import the Web API Server application template from the Interaction
Management CD.
b. Create a new
Application
object based on the template.
2. Open the
Properties
dialog box of the
Application
object.
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3. On the
Server Info tab:
•
In the
Host box, enter the name of the desired host.
•
In the
Communication Port box, enter the number of the web server
HTTP port.
4. On the
Start Info tab, enter the working directory.
5. On the
Connections tab, add connections to:
•
Solution Control Server (mandatory)
•
Universal Callback Server
•
Chat Server
•
E-mail Server
•
Interaction Server
•
Universal Contact Server
•
Stat Server
•
Configuration Server, if you want support for Genesys Advanced
Disconnect Detection Protocol (ADDP)
•
Co-Browsing Server
Only the connection to Solution Control Server is mandatory. Make additional connections based on your planned configuration.
End of procedure
Next Steps
•
Configure the Universal Contact Server
Application
object. See
Procedure: Creating or editing the UCS application object
.
Procedure:
Creating or editing the UCS application object
Purpose: To configure the Universal Contact Server
Application
object.
Prerequisites
•
UCS requires one database (the main database). It can optionally use a second (archive) database to store older UCS data and ease storage in the main database.
Start of procedure
1. Create the main and (optional) archive databases if you have not already
done so. See also “Creating Databases and Running Scripts” on page 152
.
2. Run the SQL script located in the
sql_scripts folder of the UCS starting directory.
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3. Create a Database Access Point (DAP) for the main database. Create a second DAP for the archive database if you have one. Use the JDBC connection type.
4. Create a UCS Application object if it does not already exist.
a. Import the UCS application template from the Interaction Management
CD.
b. Create a new
Application
object based on the template.
5. Open the
Properties
dialog box of the
Application
object.
6. On the
Server Info tab, enter the host name and communication port.
7. On the
Start Info tab, enter the working directory.
8. On the
Connections tab, add connections to:
•
Message Server
•
Stat Server
•
The two DAPs that you created in Step 3 .
Click
Apply.
9. On the
Security tab, in the
Log On As area, select the
This Account check box, and then select a Person or Access Group with privileges that are high enough to include write permission.
10. On the
Options tab,
ports section, specify for the option
ucsapi a valid network port number that UCS will use for connections from Java clients.
End of procedure
Next Steps
•
Configure the UCS Manager
Application
object. See
Procedure: Creating or editing the UCS Manager application object
.
Procedure:
Creating or editing the UCS Manager application object
Purpose: To create and configure the UCS Manager
Application
object.
Start of procedure
1. Create a UCS Manager
Application
object if it does not exist.
a. Import the UCS Manager application template from the Interaction
Management CD.
b. Create a new
Application
object based on the template.
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2. On the
Connections tab, add a connection to UCS and click
Apply
.
End of procedure
Next Steps
•
Installing Web API Server and UCS, page 215
Installing Web API Server and UCS
Complete the following procedures to install Web API Server and UCS:
1.
Procedure: Installing Web API Server on Windows, on page 215 or
Procedure: Installing Web API Server on Solaris or Linux, on page 217
.
2.
Procedure: Installing Universal Contact Server on Windows, on page 218
or Procedure: Installing Universal Contact Server on AIX, Solaris, or
3.
Procedure: Installing Universal Contact Server Manager, on page 220 .
Procedure:
Installing Web API Server on Windows
Purpose: To manually install Web API Server on a Windows host.
Prerequisites
•
The Web API Server
Application
object exists in Configuration Manager.
See
Procedure: Creating or editing the Web API Server application object, on page 212 .
•
A web server and an application container are installed on the host. See
Procedure: Installing the Apache Web Server on Windows, on page 58 and
Procedure: Installing the Tomcat web application container on Windows, on page 60
.
•
The Interaction Management CD.
Start of procedure
1. Locate the
Setup.exe
for Web API Server on the Interaction Management
CD.
2. Double-click
Setup.exe
.
3. Select the web server. Click
Next
.
4. Browse to the web server location. Click
Next
.
5. Browse to the web application container location. Click
Next
.
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6. Enter the login information for your Configuration Server:
•
Host
•
Port
•
User
•
Password
7. If necessary, specify the solution destination directory. Click
Next
.
8. Enter the backup Configuration Server
Host
and
Port
. Click
Next
.
9. Select the tenant ID
. Click
Next
.
10. Specify the Co-Browsing Server name and location of the worker.properties
file you created during installation of the web application container (
<CATALINA_HOME>\conf\jk
directory). Click
Next
.
11. Select the ajp13
worker. Click
Next
.
12. Select a server-side code page (the preferred language for processing all requests to Web API Server). Click
Next
.
13. Specify the Agent Place ID that will be used in the Web Callback sample.
14. Click
Install
if you are ready for installation.
15. Click
Finish
.
End of procedure
Next Steps
•
If needed, create a special text file and update the web.xml configuration
Balancer Servlet, on page 142 for details.
•
Specify system variables for passing initialization parameters to the Load
Balancer Servlet. Do this if you want Web API Server to use system variables instead of, or in addition to, the parameters that are specified in
for details.
•
Install Universal Contact Server. See Procedure: Installing Universal
Contact Server on Windows, on page 218 or
Universal Contact Server on AIX, Solaris, or Linux, on page 219
.
•
Install Universal Contact Server Manager. See
Universal Contact Server Manager, on page 220 .
216 eServices 8.1
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Procedure:
Installing Web API Server on Solaris or Linux
Purpose: To manually install Web API Server on a Solaris or Linux host.
Note:
This installation procedure is specific for Apache and Tomcat on
Solaris or Linux. Other combinations of web servers, application containers, and operating systems are supported, but their installation
procedures may vary. Refer to Chapter 10 on page 185 for information
about installation on WebLogic and WebSphere.
Prerequisites
•
The Web API Server
Application
object exists in Configuration Manager.
See
Procedure: Creating or editing the Web API Server application object, on page 212 .
•
A web server and an application container are installed on the host. See
“Configuring Apache and Tomcat for Linux or Solaris” on page 76 .
•
The Interaction Management CD.
•
The environment variable
GES_HOME_810
is set. See
Start of procedure
1. Run the
install.sh
script for Web API Server.
2. Enter the name of the host on which you are installing Web API Server.
3. If you have not specified configuration information using a Wizard, you are prompted to enter the following login information for your
Configuration Server:
• Host
• Port
• User
• Password
4. Enter the backup Configuration Server
Host
and
Port
.
5. Select the web server.
6. If necessary, browse to the web server location.
7. Select the web application container.
8. If necessary, browse to the web application container location.
9. Select the code page (the character set pair for processing requests from computers with different locale settings).
10. Specify the location of the worker.properties
file you created during installation of the web application container (
<CATALINA_HOME>\conf\jk directory).
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11. Select the ajp13
worker.
12. Enter the fully qualified host name where Co-Browsing Server is installed.
13. Enter the Configuration Server tenant name.
14. Specify the Agent Place ID that will be used in the Web Callback sample.
15. Press
Enter
to confirm the destination directory, and to begin the installation.
End of procedure
Next Steps
•
If needed, create a special text file and update the web.xml configuration
Balancer Servlet, on page 142 for details.
•
Specify system variables for passing initialization parameters to the Load
Balancer Servlet. Do this if you want Web API Server to use system variables instead of, or in addition to, the parameters that are specified in
for details.
•
Install Universal Contact Server. See Procedure: Installing Universal
Contact Server on Windows, on page 218 or
Universal Contact Server on AIX, Solaris, or Linux, on page 219
.
•
Install Universal Contact Server Manager. See
Universal Contact Server Manager, on page 220 .
Procedure:
Installing Universal Contact Server on Windows
Prerequisites
•
The UCS
Application
•
(For releases prior to 8.1.1 only:) Java Environment and Libraries for eServices and UCS are installed on the host machine. Java Environment and Libraries for eServices and UCS are included in the integrated install,
the Interaction Management CD, as described in
Universal Contact Server Manager
(see
•
The Interaction Management CD.
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Start of procedure
1. Locate the
Setup.exe for Universal Contact Server (available on the
Interaction Management CD).
2. Double-click
Setup.exe.
3. Enter the login information for your Configuration Server:
• Host
• Port
• User
• Password
4. Select the appropriate UCS
Application
object from the list.
5. Click
Install
.
End of procedure
Next Steps
•
Install Universal Contact Server Manager. See
Universal Contact Server Manager, on page 220 .
Procedure:
Installing Universal Contact Server on AIX, Solaris, or
Linux
Prerequisites
•
The Universal Contact Server
Application
object has been configured. See
Procedure: Creating or editing the UCS application object, on page 213
.
•
(For releases prior to 8.1.1 only:) Java Environment and Libraries for eServices and UCS are installed on the host machine. Java Environment and Libraries for eServices and UCS are included in the integrated install,
also be installed manually from the Interaction CD.
•
The Interaction Management CD.
•
(For releases prior to 8.1.1 only:) The environment variable
GES_HOME_810
.
Start of procedure
1. Locate the
install.sh
file for Universal Contact Server.
2. Start the installation script with the command
>install.sh
3. For UCS 8.1.1 and later, provide the absolute path to the directory containing the Java executable.
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4. Press
Enter
to confirm the host name for the installation.
5. Enter the login information for your Configuration Server:
• Host
• Port
• User
• Password
6. From the list of applications, select one and enter its number in the list.
7. Press
Enter
to confirm the suggested destination directory, or choose another one inside the directory referred to by the
GES_HOME_810
variable.
8. Answer other questions, if required.
End of procedure
Next Steps
•
Install Universal Contact Server Manager. See
Universal Contact Server Manager
.
Procedure:
Installing Universal Contact Server Manager
Purpose: To install an instance of Universal Contact Server Manager.
Instances of UCS Manager can be installed on multiple hosts.
Prerequisites
•
The Universal Contact Server Manager
Application
object exists in
Configuration Manager. See
Procedure: Creating or editing the UCS
Manager application object, on page 214
.
•
The Interaction Management CD.
Start of procedure
1. Install the Java Environment and Libraries for eServices and UCS on the host.
a. Locate and double-click
Setup.exe
.
b. Enter or browse to the location of the solution destination folder. Click
Next
.
220 eServices 8.1
Chapter 11: Manual Deployment—Web API Server and UCS Installing Web API Server and UCS
c. Click
Install
.
Note:
This step can be omitted if either of the following is true:
•
Java Environment and Libraries for eServices and UCS were already installed on the host as part of an integrated install.
See
•
You are using UCS Manager 8.1.1 or later.
2. Locate and double-click
Setup.exe
for UCS Manager on the Interaction
Management CD.
3. Click
Next
.
4. For UCS Manager 8.1.1 and later:
a. Enter or browse to the location of the destination folder. Click
Next.
b. Select JDK version in the list. Click
Next.
5. Click
Install
.
6. Click
Finish
.
End of procedure
Next Steps
•
You have completed the steps to manually install Web API Server and
UCS.
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222 eServices 8.1
Chapter
12
Manual Deployment—UCS
Proxy, Interaction Server
Proxy, and SMS Server
This chapter describes the deployment of eServices components that are not included in the eServices Configuration Wizards. These components must be installed manually.
Universal Contact Server Proxy and Interaction Server Proxy were introduced in release 7.6.1 and SMS Server was new in release 8.0.0.
This chapter includes these sections:
Deploying UCS Proxy or Interaction Server Proxy, page 223
Deploying SMS Server, page 228
Deploying UCS Proxy or Interaction Server
Proxy
Large numbers of custom desktop (ESP client) connections to Interaction
Notes:
UCS Proxy and Interaction Server Proxy support High Availability in
Warm Standby mode.
UCS Proxy and Interaction Server Proxy are not supported with
Genesys Agent Desktop and desktops that connect using Interaction
SDK. A custom desktop that connects using Platform SDK Contact can use UCS Proxy and Interaction Server Proxy.
Server and UCS may give rise to performance issues. To mitigate the issues caused by a high load on the server, Genesys introduced Interaction Server
Proxy and UCS Proxy in release 7.6.1. Desktop applications can be configured
Deployment Guide 223
Chapter 12: Manual Deployment—UCS Proxy, Interaction Server Proxy, and SMS Server Deploying UCS Proxy or to connect to these Proxy servers instead of the main server, significantly reducing the load on the server. For example, it is easier for the server to handle 20,000 clients that operate through ten proxies (only ten connections) than to handle the same 20,000 clients that each connect separately.
Notes:
These Proxy components are not part of the eServices Configuration
Wizards and must be installed manually.
UCS Proxy only supports connections from desktop applications;
Interaction Server Proxy supports connections from desktop applications and from Stat Server.
Because of the many variables in deployment (choice of operating system, number of clients, details of architecture) is so broad, it is not possible to provide exact guidelines as to when deploying Proxy servers would be advantageous. However it may be stated that you can anticipate performance issues when the number of clients exceeds 10,000.
Requirements
These components work with Universal Contact Server and Interaction Server.
In order for the respective Proxy servers to work properly, all components that are needed by Universal Contact Server and Interaction Server must be installed. This will depend on your environment and how you are using
Universal Contact Server and Interaction Server. For more details, refer to the chapter that is applicable to you:
•
•
Chapter 10, “Deploying eServices in UNIX Environments,” on page 185
for a sample deployment of an eServices Solution running on UNIX.
•
but that do require Universal Contact Server, such as Voice Callback.
Deploying the Proxy servers can be divided into the following procedures:
1.
Procedure: Creating the Proxy application object, on page 225
2.
Procedure: Installing Universal Contact Server Proxy or Interaction Server
Proxy on Windows, on page 226 or
Procedure: Installing Universal
Contact Server Proxy or Interaction Server Proxy on AIX, Solaris, or
3.
Procedure: Configuring the desktop application to use UCS Proxy or
Interaction Server Proxy, on page 228
224 eServices 8.1
Chapter 12: Manual Deployment—UCS Proxy, Interaction Server Proxy, and SMS Server Deploying UCS Proxy or
Procedure:
Creating the Proxy application object
Purpose: Before installing the Proxy component, a corresponding
Application object must exist in the Configuration Database.
Prerequisites
•
A Universal Contact Server
Application
object (for UCS Proxy) or
Interaction Server Application object (for Interaction Server Proxy) must already exist.
•
The Interaction Management CD.
Start of procedure
1. Create an
Application
object for the Proxy if it does not already exist.
a. Import the correct application template from the Interaction
Management CD for the type of Proxy you are creating.
b. Create a new
Application
object based on the template.
2. Open the
Properties
dialog box of the
Application
object.
3. On the
Server Info tab:
•
In the
Host box, enter the name of the desired host.
•
In the
Communication Port box, enter the port the Proxy will use for listening.
4. On the
Start Info
tab enter some characters in the
Working Directory,
Command Line,
and
Command Line Arguments
fields. These characters will be over-written with the correct values during the installation, but they cannot be left blank at this point.
5. On the
Connections tab, add connections to:
•
the primary Universal Contact Server (for UCS Proxy) or Interaction
Server (for Interaction Server Proxy). This connection is mandatory.
•
Message Server (optional)
6. Click
Apply.
7. If you would like to configure your Proxy for HA, repeat this procedure for the second Proxy instance.
End of procedure
Deployment Guide 225
Chapter 12: Manual Deployment—UCS Proxy, Interaction Server Proxy, and SMS Server Deploying UCS Proxy or
Next Steps
•
Install UCS Proxy. See
Procedure: Installing Universal Contact Server
Proxy or Interaction Server Proxy on Windows
Universal Contact Server Proxy or Interaction Server Proxy on AIX,
Solaris, or Linux, on page 227 .
Procedure:
Installing Universal Contact Server Proxy or
Interaction Server Proxy on Windows
Prerequisites
•
The Proxy
Application
object has been configured. See
Creating the Proxy application object, on page 225 .
•
The Interaction Management CD.
Start of procedure
1. Locate the
Setup.exe for the Proxy (available on the Interaction
Management CD).
2. Double-click
Setup.exe.
3. Enter the login information for your Configuration Server:
• Host
• Port
• User
• Password
4. Select the appropriate Proxy
Application
object from the list.
5. Click
Install
.
End of procedure
Next Steps
•
Update the desktop application to use the Proxy. See Procedure:
Configuring the desktop application to use UCS Proxy or Interaction
.
226 eServices 8.1
Chapter 12: Manual Deployment—UCS Proxy, Interaction Server Proxy, and SMS Server Deploying UCS Proxy or
Procedure:
Installing Universal Contact Server Proxy or
Interaction Server Proxy on AIX, Solaris, or Linux
Prerequisites
•
The Proxy
Application
object has been configured. See
Creating the Proxy application object, on page 225 .
•
The Interaction Management CD.
•
Review the section “Compatibility Package for Red Hat Linux” on page 189
.
Start of procedure
1. Locate the
install.sh
file for the Proxy.
2. Start the installation script with the command
>install.sh
3. Press
Enter
to confirm the host name for the installation
4. Enter the login information for your Configuration Server:
• Host
• Port
• User
• Password
5. From the list of applications, select one and enter its number in the list.
6. Press
Enter
to confirm the suggested destination directory, or choose another one.
7. Answer other questions, if required.
Note:
On some Red Hat Linux platforms, eServices 8.1 components might fail to start and produce the error
./cfgutility: error while loading shared libraries: libstdc++.so.5: cannot open shared object file: No such file or directory.
Refer to “Compatibility Package for Red Hat Linux” on page 189 for information about correcting this
issue.
End of procedure
Next Steps
•
Update the desktop application to use the Proxy. See Procedure:
Configuring the desktop application to use UCS Proxy or Interaction
.
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Procedure:
Configuring the desktop application to use UCS Proxy or Interaction Server Proxy
Purpose: In order to take advantage of the benefits provided by UCS Proxy or
Interaction Server Proxy, your desktop
Application
object must be updated to connect to the Proxy instead of the main Universal Contact Server or
Interaction Server
Note:
UCS Proxy and Interaction Server Proxy are not supported with
Genesys Agent Desktop and desktops that connect using Interaction
SDK. A custom desktop that connects using Platform SDK Contact can use the Proxy servers.
Prerequisites
•
Your desktop application is installed and configured.
•
Procedure: Installing Universal
Contact Server Proxy or Interaction Server Proxy on Windows, on page 226
.
Start of procedure
1. Login to Configuration Manager.
2. Locate the desktop
Application
object and open its
Properties
dialog box.
3. On the
Connections
tab, remove the connection to the main Universal
Contact Server or Interaction Server.
4. Add a connection to the UCS Proxy or Interaction Server Proxy.
5. Click
Apply.
End of procedure
Deploying SMS Server
SMS Server was introduced in 8.0.0. This component is not part of the eServices Configuration Wizards and must be installed manually.
Deploying SMS Server can be divided into the following procedures:
1.
Procedure: Creating the SMS Server application object, on page 229
2.
Procedure: Installing SMS Server on Windows, on page 230 or
Installing SMS Server on AIX, Solaris, or Linux, on page 231
228 eServices 8.1
Chapter 12: Manual Deployment—UCS Proxy, Interaction Server Proxy, and SMS Server Deploying SMS Server
3.
Procedure: Configuring eServices Components to work with SMS Server, on page 232
Procedure:
Creating the SMS Server application object
Purpose: To create and configure the SMS Server
Application
object in
Configuration Manager. This is needed to install SMS Server.
Prerequisites
•
The SMS Server CD.
•
The following Java versions:
In release 8.1.3 and later,
Windows: JDK 1.6 or JDK 1.7 for all eServices Java components.
UNIX: JRE 1.6 or JRE 1.7.
In releases prior to 8.1.3, JDK 1.6 on Windows and JRE 1.6 on UNIX.
Note:
In this release, SMS server is supported with Java 1.6.0_26 or higher (within the 1.6 family); in release 8.1.3 and higher SMS
Server also supports Java 1.7. The 64-bit version is required for
64-bit Windows.
Start of procedure
1. Create an
Application
object for SMS Server if it does not already exist.
a. Import the SMS Server application template from the CD.
b. Create a new
Application
object based on the template.
2. Open the
Properties
dialog box of the
Application
object.
3. On the
Server Info tab:
•
In the
Host box, enter the name of the desired host.
•
In the
Communication Port box, enter the port SMS Server will use.
4. On the
Start Info
tab enter some characters in the
Working Directory,
Command Line,
and
Command Line Arguments
fields. These characters will be over-written with the correct values during the installation, but they cannot be left blank at this point.
5. On the
Connections tab, add a connection to Interaction Server.
6. If this is for a multi-tenant environment, add the tenant(s) on the
Tenants tab.
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7. Click
Apply.
End of procedure
Next Steps
•
Install SMS Server. See Procedure: Installing SMS Server on Windows, on page 230
or Procedure: Installing SMS Server on AIX, Solaris, or Linux, on page 231 .
Procedure:
Installing SMS Server on Windows
Prerequisites
•
The SMS Server
Application
object has been configured. See Procedure:
Creating the SMS Server application object, on page 229 .
•
Java is installed on the host.
Note:
In this release, SMS server is supported with Java 1.6.0_26 or higher (within the 1.6 family); in release 8.1.3 and higher SMS
Server also supports Java 1.7. The 64-bit version is required for
64-bit Windows.
•
The SMS Server CD.
Start of procedure
1. Locate the
Setup.exe for SMS Server (available on the SMS Server CD).
2. Double-click
Setup.exe.
3. Select Java.
4. Select
Use Client Side Port if applicable.
5. Enter the login information for your Configuration Server:
• Host
• Port
• User
• Password
6. Select the appropriate SMS Server
Application
object from the list.
7. Select destination location.
8. Select JDK.
9. Click
Install
.
End of procedure
230 eServices 8.1
Chapter 12: Manual Deployment—UCS Proxy, Interaction Server Proxy, and SMS Server Deploying SMS Server
Next Steps
•
Update existing eServices components to work with SMS Server. See
Procedure: Configuring eServices Components to work with SMS Server, on page 232
Procedure:
Installing SMS Server on AIX, Solaris, or Linux
Prerequisites
•
The SMS Server
Application
object has been configured. See Procedure:
Creating the SMS Server application object, on page 229 .
•
JRE x64, or x32, (depending on the Operating System version) is installed.
Note:
For Oracle, Java version 1.6.0_26 or higher (within the 1.6 family) is supported. In release 8.1.3 and higher, JRE 1.7 is also supported.
For IBM, Java (OS AIX) version 1.6.0 build pap6460sr9fp2-20110627_03(SR9 FP2) for AIX or higher (within the 1.6 family) is supported. In release 8.1.3 and higher, Java 1.7 is also supported.
•
The SMS Server CD.
•
Review the section “Compatibility Package for Red Hat Linux” on page 189
.
Start of procedure
1. Locate the
install.sh
file for SMS Server.
2. Start the installation script with the command
>install.sh
3. On request, enter the absolute path for the directory of the Java executable.
4. Press
Enter
to confirm the host name for the installation
5. Enter the login information for your Configuration Server:
• Host
• Port
• User
• Password
6. Choose whether the application will use Client Side Port.
7. From the list of applications, select one and enter its number in the list.
8. Press
Enter
to confirm the suggested destination directory, or choose another one.
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Chapter 12: Manual Deployment—UCS Proxy, Interaction Server Proxy, and SMS Server Deploying SMS Server
9. Answer other questions, if required.
Note:
On some Red Hat Linux platforms, eServices 8.1 components might fail to start and produce the error
./cfgutility: error while loading shared libraries: libstdc++.so.5: cannot open shared object file: No such file or directory.
Refer to “Compatibility Package for Red Hat Linux” on page 189 for information about correcting this
issue.
End of procedure
Next Steps
•
Optionally, configure SMS Server to work with Chat Server in session mode:
a. Add a connection to Solution Control Server.
b. Add a connection to one or more Chat Servers.
•
Update existing eServices components to work with SMS Server. See
Procedure: Configuring eServices Components to work with SMS Server, on page 232
Procedure:
Configuring eServices Components to work with SMS
Server
Purpose: To ensure eServices components are configured correctly to work with SMS Server.
Prerequisites
•
The SMS Server
Application
object exists. See
SMS Server application object, on page 229 .
Start of procedure
1. In Configuration Manager, locate the Interaction Server
Application
object and open its properties.
2. On the
Connections
tab, add a connection to SMS Server.
3. Click
Apply.
End of procedure
232 eServices 8.1
Chapter
13
Capture Points
Interaction Server 8.1 supports four integrated capture points:
•
Java Messaging Service (JMS) Capture Point captures interactions from source systems that use JMS as a message bus.
•
File Capture Point captures interactions from XML files.
•
Database Capture Point captures interactions from databases.
•
Web Service Capture Point (8.1.2 and later) provides a web service interface for interaction-related requests such as such as submit, stop, update, hold, resume, and
get info,
as well as for ping requests.
In previous version of this Deployment Guide, this chapter described how to deploy the integrated capture point functionality. That information is now provided in the eServices Integrated Capture Points document, which you can access at http://docs.genesyslab.com/Documentation/ES.
Deployment Guide 233
Chapter 13: Capture Points
234 eServices 8.1
Chapter
14
Social Media
eServices 8.1 includes Social Media functionality, such as support for
Facebook and Twitter. For more information about Social Media in eServices, including how to deploy the new Social Messaging Server and other components, refer to the
eServices Social Media Solution Guide
, available on the Genesys Documentation Wiki at http://docs.genesyslab.com.
Deployment Guide 235
Chapter 14: Social Media
236 eServices 8.1
Chapter
15
Uninstalling eServices
This chapter describes how to uninstall eServices components. It covers the following topics:
Using Wizards to Uninstall eServices, page 237
Removing eServices Components, page 238
Removing Genesys Desktop, page 240
Using Wizards to Uninstall eServices
Complete the following procedure to uninstall eServices.
Procedure:
Uninstalling eServices using the wizards
Start of procedure
1. Launch the Genesys Wizards Manager.
2. Click
Multimedia
on the left side of the window. The Wizard presents a list of currently installed eServices Solutions. Selecting one of them enables
you to change or uninstall the solution (see Figure 60 ).
Deployment Guide 237
Chapter 15: Uninstalling eServices Removing eServices Components
Figure 60: Genesys Wizard Manager
3. Click
Uninstall.
The Wizard asks you to confirm your decision, and then uninstalls the solution.
End of procedure
Next Steps
•
Remove the eServices components from each host machine. See
Procedure: Removing eServices components
.
Removing eServices Components
Use the following procedure to remove eServices components from each host machine.
238 eServices 8.1
Chapter 15: Uninstalling eServices Removing eServices Components
Procedure:
Removing eServices components
Start of procedure
1. From the Windows
Start
menu, open the Control Panel (
Settings >
Control Panel
) and click
Add or Remove Programs.
2. At the
Add or Remove Programs dialog box, select these programs:
Genesys .Net Web API Server & Samples 8.1
Genesys Chat Server 8.1
Genesys Classification Server 8.1
Genesys Co-Browsing Server 8.1
Genesys E-mail Server 8.1
Genesys Interaction Server 8.1
Genesys Interaction Server Proxy 8.1
Genesys Interaction Workflow Samples 8.1
Genesys Knowledge Manager 8.1
Genesys eServices Configuration Wizards 8.1
Genesys Java Environment and Libraries for eServices and UCS 8.1
Genesys SMS Server 8.1
Genesys Social Messaging Server 8.1
Genesys Training Server 8.1
Genesys Universal Contact Server 8.1
Genesys Universal Contact Server Proxy 8.1
Genesys Universal Contact Server Manager 8.1
Genesys Web API Server 8.1
Genesys eServices Web Callback Application 8.1
3. Click
Change/Remove.
Repeat this step as needed for each component listed
4. Using Windows Explorer, browse to the
GCTI
main directory and delete the complete eServices subdirectory, including all subfolders.
5. In your RDBMS, delete the tables and databases that relate to eServices.
For the model setup presented in Chapter 5, beginning on page 97
, for instance, this would mean deleting the
IxnDB, Customer,
and, possibly, co-browse databases from the Microsoft SQL 2000 RDBMS on host
MMHost.
If you have an
Archive
instance of your Universal Contact Server database, you would delete its
Customer
database as well. If you have an
Event Logger database, you would delete that as well.
Deployment Guide 239
Chapter 15: Uninstalling eServices Removing Genesys Desktop
6. Consult with your database administrator about deleting the database files themselves.
End of procedure
Next Steps
•
You have completed all the necessary steps to uninstall your eServices 8.1
Solution.
Removing Genesys Desktop
To remove Genesys Desktop, refer to the Genesys Desktop 7.6 (or later)
Deployment Guide.
240 eServices 8.1
Chapter
16
Starting and Stopping
Procedures
This chapter describes how to start and stop eServices 8.1. It covers these topics:
Starting eServices with Solution Control Interface, page 241
Starting eServices Manually, page 242
Stopping eServices with Solution Control Interface, page 244
Starting eServices with Solution Control
Interface
Complete the following procedure to start eServices using the Solution Control
Interface (SCI).
Procedure:
Starting eServices using SCI
Note:
You cannot use Solution Control Interface to start or stop Web API
Server. See “Starting eServices Manually” for instructions on how to
start your Web API Server.
Prerequisites
You must start all of the following Genesys components before starting SCI:
•
Local Control Agent
•
Primary Database Server
•
Configuration Server
Deployment Guide 241
Chapter 16: Starting and Stopping Procedures Starting eServices Manually
•
Solution Control Server (SCS)
Start of procedure
1. Start SCI.
2. Go to the
Solutions
view.
3. Select the name of your eServices solution on the
List
pane. (For the model installation, the name is
MM81.
)
4. Click
Start
on the toolbar or select
Start
from the shortcut menu and confirm the action in the dialog box.
The command to start eServices is sent to SCS, which uses Local Control
Agents (LCAs) to activate the solution components in the Solution configuration object.
After all of the eServices components have reported a status of
Running within the configured timeout, SCI reports a successful start of eServices by changing the solution status from
Pending to
Running.
Note:
Because many components are shared by a number of solutions, some eServices components can have status
Running
before the solution as a whole has started.
End of procedure
Next Steps
•
You have completed all of the steps to start eServices using SCI.
For more information, see Framework 8.0 Solution Control Interface Help. To view the Help file, open SCI, and then launch the Help file.
For information about the following Management Layer topics, see the documentation for Genesys Framework 8.1:
•
Message Server
•
Solution Control Server
•
Solution Control Interface
•
Local Control Agent
•
Log Database
Starting eServices Manually
This section describes how to manually start eServices and the eServices servers. For information on manually starting Database Server, Message
Server, and Stat Server, see the Framework 8.1 Deployment Guide. For
Universal Routing, see the Universal Routing 8.1 Deployment Guide.
242 eServices 8.1
Chapter 16: Starting and Stopping Procedures Starting eServices Manually
Procedure:
Starting eServices components from the command line
Start of procedure
1. A
*.bat
(or
*.sh
for UNIX) file for Interaction Server is available in its installation directory (as is the case with almost all eServices components).
You can use this file to start Interaction Server (or the given component).
Or you can start Interaction Server by using a command line with the following command-line options:
-host
The name of the host where Configuration Server is running
-port
The Configuration Server port
-app
The
Application
object name in the Configuration database
-l
The port and host of the license server
You can place the command line with the specified command-line parameters in your own
*.bat
file. For Solaris, Linux, and AIX environments, you should also place the command line parameters in the startup script.
Example interaction_server.exe -host cs-host -port 2020
-app “IxnSrv” -l 7260@MMHost
End of procedure
Procedure:
Starting eServices components as services
Services may include LCA and the web server.
Start of procedure
1. From the Windows
Start
menu, select
Settings > Control Panel.
2. In the
Control Panel window, select
Administrative Tools > Component
Services.
3. In the
Component Services window, verify that a given service is running.
If it is not, start it.
End of procedure
Deployment Guide 243
Chapter 16: Starting and Stopping Procedures Stopping eServices with Solution Control Interface
Procedure:
Starting eServices from the Windows Start menu
You can start all eServices applications from the Windows
Start
menu.
Start of procedure
•
From the Windows
Start
menu, select
Start > Programs > Genesys
Solutions > eServices 8.1.0 > <ApplicationName> > <Shortcut to
Application>.
End of procedure
Note on E-mail Server
Before starting E-mail Server, make sure the computer where it is installed has
TCP/IP loaded and that it can communicate with the corporate mail server. If the server has a dial-up connection to the Internet, connect to the Internet before starting E-mail Server.
As soon as you start the e-mail POP server, E-mail Server retrieves all the messages stored in the specified POP mailbox and stores them in the
Interaction Server database. If you are evaluating e-mail functionality, empty the POP mailbox ahead of time.
Stopping eServices with Solution Control
Interface
Complete the following procedure to stop eServices using SCI.
Procedure:
Stopping eServices using SCI
Start of procedure
1. Start SCI.
2. Go to the
Solutions
view.
3. Select the name of your eServices solution on the
List
pane (
MM81 in the model setup).
244 eServices 8.1
Chapter 16: Starting and Stopping Procedures Stopping eServices with Solution Control Interface
4. Click
Stop
on the toolbar or select
Stop
from the shortcut menu and confirm the action in the dialog box.
The command to stop eServices is sent to SCS, which uses LCAs to terminate the solution components in the reverse order of the component startup. (The component startup order is defined in the Solution configuration object.)
SCI reports a successful de-activation of eServices after all of the solution components have terminated within the configured timeout. Upon a successful de-activation of eServices, its status changes from
Running to
Stopped.
Note:
Because many components are shared by a number of solutions, some eServices components can continue to have the status
Running
after the solution has stopped.
End of procedure
Next Steps
•
You have completed all the steps to stop eServices using SCI.
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Chapter 16: Starting and Stopping Procedures Stopping eServices with Solution Control Interface
246 eServices 8.1
Appendix
Deploying an E-Mail
Solution Using MIME
Customization
Multipurpose Internet Mail Extensions (MIME) is a standard that allows e-mail messages to include graphics, audio or video files, or text in languages other than English.
This appendix describes how to create a custom transformer that enables you to modify the content of e-mails and still ensure that they are compliant with
MIME standards.
Configuration Process, page 248
Message Flow Pattern, page 254
Overview
MIME customization in a Genesys e-mail handling environment ensures that you have normalized formats for all e-mail messages processed by your system and stored in the UCS database. To accomplish this, your e-mail solution uses a custom transformer to transform any MIME content in incoming or outgoing messages.
You implement this solution by using MIME customization APIs (as described
in “Creating a custom transformer” on page 249
) to change the content of incoming and outgoing e-mails. After creating the custom MIME transformer, you configure the E-mail Server
Application
object to enable the MIME
customization option. For details, see “Configuring the E-Mail Server
Application Object” on page 251
.
Deployment Guide 247
Appendix : Deploying an E-Mail Solution Using MIME Customization Configuration Process
Your custom server then does all of the work required to handle incoming and outgoing e-mail messages as needed.
•
When an e-mail message is received, E-mail Server uses the custom MIME transformer to transform the message before saving it in the UCS database.
•
When an e-mail message is sent, E-mail Server uses the custom MIME transformer to transform the message (if it requires MIME customization) before sending it to the external e-mail server.
Configuration Process
Complete the following procedure to deploy a MIME-compliant e-mail solution.
Procedure:
Deploying a MIME-compliant e-mail solution
Start of procedure
1.
Procedure: Viewing a sample transformer
2.
Procedure: Creating a custom transformer
3.
Procedure: Configuring the E-mail Server application object, on page 251
End of procedure
Procedure:
Viewing a sample transformer
E-mail Server 8.1 includes a sample incoming MIME transformer. This sample is an “MS-TNEF Microsoft specific format to MIME” transformer, and can be found in the mimeapi
subdirectory.
Start of procedure
1. Open the directory where E-mail Server 8.1 is installed.
2. In the mimeapi
subdirectory, you can find the following files:
•
esj-mime-api-doc.jar
—Javadoc documentation for the API.
•
esj-mime-api.jar
—The actual API archive.
•
samples
—A subdirectory, containing the following files:
TNEFMimeTransformer.java
—Java source code for this sample.
248 eServices 8.1
Appendix : Deploying an E-Mail Solution Using MIME Customization Configuration Process
readme.txt
—A readme file describing the sample.
Tip: Use the instructions in the readme.txt
to download the JTNEF library and then compile the source. After you complete these two actions, you can use the sample to transform MS-TNEF incoming mails into regular MIME messages.
End of procedure
Next Steps
•
Create a custom transformer. See Procedure: Creating a custom transformer, on page 249
.
Procedure:
Creating a custom transformer
Overview
To transform MIME content of e-mail messages, you must create a custom transformer. Your transformer code needs two Java classes: one to implement the API for transforming MIME content of incoming e-mail, and another to provide an API that transforms MIME content of outgoing e-mail. Both of these classes return the transformation result, and contain the following parameters:
•
input
—The MIME message content.
•
config
—Properties contained in the
[mime-custom-outbound-properties] section of your E-mail Server
Application
object.
•
debugLogStream
—Log object to be used for debugging purposes.
Each custom class that you create should satisfy the following conditions:
•
Implements one of the two appropriate interfaces (see
Customization API” and “Outgoing E-Mail Customization API” for
details).
•
Is thread-safe.
•
Does not change the MIME message ID.
Start of procedure
1. Create two Java classes: one for transforming incoming e-mail, another for transforming outgoing e-mail. Use the following interfaces:
•
Incoming E-Mail Customization API, page 250
•
Outgoing E-Mail Customization API, page 250
2. Bundle these two classes into a JAR file called mimecustomization.jar.
Deployment Guide 249
Appendix : Deploying an E-Mail Solution Using MIME Customization Configuration Process
3. Place the new JAR file in the esj\lib\external\
folder of your E-mail
Server installation.
End of procedure
Next Steps
•
Procedure: Configuring the E-mail Server application object, on page 251
Incoming E-Mail Customization API
Your custom transformer for incoming e-mail must implement the following interface:
EmailInTransformer Interface
public interface EmailInTransformer { public TransformerResult transform(byte[] input, java.util.Properties config, java.io.PrintStream debugLogStream); public class TransformerResult { public static TransformerResult noTransformationNeeded(); public static TransformerResult succesfull(byte[] transformedInput); public static TransformerResult failure(String failureReason, FailureAction failureAction);
// Implementation details skipped …
}
}
} public class FailureAction { public static final FailureAction RETRY; public static final FailureAction BYPASS_TRANSFORMATION; public static final FailureAction DEPEND_ON_BAD_FORMAT_OPTION;
// Implementation details skipped …
}
Outgoing E-Mail Customization API
The only difference between this API and the incoming e-mail customization
API is that the failureAction
parameter and class have been removed. If a transformation fails, then the original message is sent to the external e-mail server.
Your custom transformer for outgoing e-mail must implement the following interface:
EmailOutTransformer Interface
public interface EmailOutTransformer { public TransformerResult transform(byte[] input, java.util.Properties config,
250 eServices 8.1
Appendix : Deploying an E-Mail Solution Using MIME Customization Configuration Process
}
} java.io.PrintStream debugLogStream); public static class TransformerResult { public static TransformerResult noTransformationNeeded(); public static TransformerResult succesfull(byte[] transformedInput); public static TransformerResult failure(String failureReason);
// Implementation details skipped …
}
Configuring the E-Mail Server Application Object
After you create the custom MIME transformer, configure the E-mail Server
Application
object to specify the class names and configuration settings used with your custom transformer. E-mail Server will use the values you specify to transform content that is sent and received as e-mail messages.
Procedure:
Configuring the E-mail Server application object
Start of procedure
In Configuration Manager, configure the following sections on the
Options panel of your E-mail Server
Application
object:
•
[mime-custom-inbound-properties]
—Content in this section is passed to the
EmailInTransformer.transform()
method using the config
parameter.
You can use this section to define custom options and settings.
This section is not part of the default template. Add this section manually to set options for your custom transformer for incoming e-mail.
•
[mime-custom-outbound-properties]
—Content in this section is passed to the
EmailOutTransformer.transform()
method using the config
parameter.
You can use this section to define custom options and settings.
This section is not part of the default template. Add this section manually to set options for your custom transformer for outgoing e-mail.
•
[mime-customization]
—Use this section to enable or disable the MIME customization, to specify the fully qualified class names of your custom classes, or to set allow optional debugging or saving features.
See Table 17 on page 253 for details about the options applicable to this
section.
End of procedure
Deployment Guide 251
Appendix : Deploying an E-Mail Solution Using MIME Customization Configuration Process
Next Steps
•
You have completed the actions required to deploy a MIME-compliant e-mail solution.
252 eServices 8.1
Appendix : Deploying an E-Mail Solution Using MIME Customization Configuration Process
MIME Customization Options Table
Table 17: MIME Customization Options Section
Option Name
[mime-customization] Section
enable-inbound
Value
Default Value: false
Valid Values: true
, false
Description
enable-outbound outbound-keep-sent-mime
Default Value:
Valid Values: true enable-inbound-debug-log enable-outbound-debug-log inbound-class-name outbound-class-name
Default Value: false
Valid Values: true
, false
Default Value: false
Valid Values: true
, false
Default Value: ""
Valid Values: <any string>
Default Value: ""
Valid Values: <any string> inbound-keep-received-mime Default Value: false
Valid Values: true
, false
Default Value:
Valid Values: false
, false false true
, false
If set to true
, sends inbound e-mail messages to the specified inbound MIME transformer class.
If set to true
, sends outgoing e-mail messages to the specified outbound
MIME transformer class.
If set to true
, activates the inbound debug logger.
If set to true
, activates the outbound debug logger.
Specifies the fully qualified name of the custom inbound transformer.
Specifies the fully qualified name of the custom outbound transformer.
Controls the way E-mail Server saves the content of MIME messages.
If set to true
, and if the message was transformed successfully, then saves the unmodified MIME content of incoming e-mails received in the UCS database
(along with the transformed content).
Controls the way E-mail Server saves the content of MIME messages.
If set to true
, and if the message was transformed successfully, then saves the transformed MIME content of outgoing e-mails is also saved in the UCS database
(along with the initial content).
Deployment Guide 253
Appendix : Deploying an E-Mail Solution Using MIME Customization Message Flow Pattern
Message Flow Pattern
Incoming E-Mail Message Flow
shows the message pattern for incoming e-mail messages.
Corporate
E-Mail Server
Inbound
Messaging Client
Custom
Code
UCS
OpenSession
SessionOpened
RetrieveMsg
MsgContent
FindMsgUsingMimeId()
LookupResult
TransformMime()
B
TransformedMime
SaveTransformedMime()
A
SaveOrigMimeMsg()
MarkMsg
ForDeletion
D
CloseSession
SessionClosed
A
B
C
D
E-mail Server Java checks if a message with the same MIME message-
ID already exists the UCS database to avoid duplicate processing.
The MIME message is only transformed if UCS does not find that message in its database.
If the transformation is successful and the option to keep original MIME messages is enabled, E-mail Server Java saves the original message in the UCS database.
The messaging client removes any messages that are marked for deletion after the session is closed.
Figure 61: Message Flow for Incoming E-Mail
C
254 eServices 8.1
Appendix : Deploying an E-Mail Solution Using MIME Customization Message Flow Pattern
Outgoing E-Mail Message Flow
shows the message pattern for outgoing e-mail messages.
URS
Interaction
Server
E-Mail Service UCS
Corporate
E-Mail Server
Custom Code
OutboundEmail
Send
IRD
Block Hit
EventPrivateReq()
Applies only to: Send
SendRequest()
A
Generate
MimeMsg
MimeMsg
FindOutMsgById()
OutboundMsg
GetMimeMsg()
B
MimeMsg
TransformMime()
TransformedMime
OpenSMTPSession()
C
SMTPSessionOpened
SendMsg()
SaveSent
MimeMsg()
MimeMsgId
Result
SaveOrig
MimeMsg()
D
Result
ServiceResult
EventPrivateResp()
A
Only if the MIME message does not exist in the UCS database.
B
Only if the MIME message already exists in the UCS database.
C
Only if required. SMTP sessions are pooled, and closed when unused for a configured time period.
D
Only if Transformation was successful and the option to keep original MIME messages is enabled.
Figure 62: Message Flow for Outgoing E-Mail
Deployment Guide 255
Appendix : Deploying an E-Mail Solution Using MIME Customization Message Flow Pattern
256 eServices 8.1
Supplements
Related Documentation
Resources
The following resources provide additional information that is relevant to this software. Consult these additional resources as necessary.
eServices
•
eServices 8.1 Reference Manual, which provides a reference listing of all configuration options and of field codes used in standard responses.
•
eServices 8.1 User’s Guide, which provides overall information and recommendations on the use and operation of eServices.
•
eServices Social Media Solution Guide, which provides information on deploying and using the Genesys Social Messaging Management product.
It is available on the Genesys Documentation Wiki.
•
eServices 8.1 Universal Contact Server Manager Help, which is a guide to the Universal Contact Server Manager user interface.
•
eServices 8.1 Knowledge Manager Help, which is a guide to the
Knowledge Manager user interface.
•
For a listing of classes, methods, fields, and constants of the Web API portion of the Web API Server component, see:
eServices 8.0 .NET Web API Reference for the .NET Web API
The API References of the Platform SDK for the Java-based Web API
•
eServices 8.1 Web API Client Developer’s Guide, which describes the structure of the Web API, explains the Simple Samples, and describes procedures for customizing them.
•
“eServices Log Events” in Framework 8.1 Combined Log Events Help, which is a comprehensive list and description of all events that may be recorded in logs.
•
For the Web Collaboration option, the following documents describing design and administration for the KANA Response Live Server, which is supplied by Genesys as part of the Web Collaboration product:
Hipbone Client API Reference Guide
Deployment Guide 257
Related Documentation Resources
KANA Response Live Organization Administratio n Tool Guide
KANA Response Live Server Installation Guide
KANA Response Live System Administration Tool User Guide
Genesys Desktop
•
Genesys Desktop 7.6 (or later) Deployment Guide, which describes deployment procedures for the Genesys Desktop.
•
Genesys Desktop 7.6 (or later) Developer’s Guide, which describes customizing the Genesys Desktop.
•
Genesys Desktop 7.6 (or later) Agent Help, which is a guide to the
Genesys Agent Desktop.
•
Genesys Desktop 7.6 (or later) Supervisor's Help, which is a guide to the
Genesys Supervisor Desktop.
Universal Routing
•
Universal Routing 8.1 Reference Manual, which contains descriptions of all routing strategy objects, including those that are specific to eServices.
•
Universal Routing 8.1 Strategy Samples, which describes the sample strategies supplied with Universal Routing.
•
Universal Routing 8.1 Business Process User’s Guide, which contains step-by-step instructions for using Interaction Routing Designer to design interaction workflows. It also describes the sample business processes supplied with eServices.
•
Universal Routing 8.1 Interaction Routing Designer Help, which is a guide to Interaction Routing Designer, including the portion of it that designs interaction workflows and business processes for eServices.
Genesys
•
Genesys Events and Models Reference Manual, which includes a set of basic interaction models, showing the components involved and relevant event messages sent among them. For authoritative description of the event messages, see the next item.
•
The API References of the Platform SDK, which provide the authoritative information on methods and functions for each SDK, including requests and events. The class
Message
includes all event and request messages.
•
Genesys Technical Publications Glossary, which ships on the Genesys
Documentation Library DVD and which provides a comprehensive list of the Genesys and computer-telephony integration (CTI) terminology and acronyms used in this document.
258 eServices 8.1
Related Documentation Resources
•
Genesys Migration Guide, which ships on the Genesys Documentation
Library DVD, and which provides documented migration strategies for
Genesys product releases. Contact Genesys Customer Care for more information.
•
Genesys 8.1 Security Deployment Guide, which describes Genesys security features and detailed instructions for deploying them. These features provide secure data transfer between Genesys components, protection against unauthorized access, and protection against data loss in case of component failure.
•
Release Notes and Product Advisories for this product, which are available on the Genesys Customer Care website at http://genesyslab.com/support
.
Information about supported hardware and third-party software is available on the Genesys Customer Care website in the following documents:
•
Genesys Supported Operating Environment Reference Guide
•
Genesys Supported Media Interfaces Reference Manual
Consult these additional resources as necessary:
•
The documentation on the other three members of the Genesys Customer
Interaction Platform: Universal Routing, Reporting, and Management
Framework.
•
Genesys Hardware Sizing Guide, which provides information about
Genesys hardware sizing guidelines.
•
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 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.genesyslab.com).
Genesys product documentation is available on the:
•
Genesys Customer Care website at http://genesyslab.com/support
.
•
Genesys Documentation wiki at http://docs.genesyslab.com/
.
•
Genesys Documentation Library DVD and/or the Developer
Documentation CD, which you can order by e-mail from Genesys Order
Management at [email protected]
.
Deployment Guide 259
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
describes and illustrates the type conventions that are used in this document.
260 eServices 8.1
Document Conventions
Table 18: Type Styles
Type Style Used For Examples
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
).
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>
Deployment Guide 261
Document Conventions
262 eServices 8.1
Index
Symbols
[] (square brackets)
. . . . . . . . . . . . . . 261
< > (angle brackets)
Numerics
3rd Party Media SDK
64-bit UNIX
. . . . . . . . . . . . . . . . . . 165
64-bit Windows
. . . . . . . . . . . . . . . . 165
A
ABC Simple Business Processes chat
. . . . . . . . . . . . . . . . . . . . 159
. . . . . . . . . . . . . . . . . . . 158
AIX configuration
. . . . . . . . . . . . . . . . . 27
installation on
. . . . . . . . . . . . . . . 137
Java SDK
. . . . . . . . . . . . . . . . . . 57
WebSphere configuration
angle brackets
. . . . . . . . . . . . . . . . 261
Apache Tomcat
. . . . . . . . . . . . . . . . 55
ApacheGroup
. . . . . . . . . . . . . . . . 58
Application Cluster configuration
. . . . . . . . . . . . . . . . 124
audience, for document
B brackets angle
. . . . . . . . . . . . . . . . . . . . 261
square
. . . . . . . . . . . . . . . . . . . 261
business process
. . . . . . . . . . . . . . . 20
C cache (Interaction Server database)
Capacity Rules configuration
. . . . . . . . . . . . . . . 132
CATALINA_HOME
. . . . . . . . . . . . . . .61
chat testing
. . . . . . . . . . . . . . . . . 159
chat mode
. . . . . . . . . . . . . . . . . . .24
Chat Server
. . . . . . . . . . . . . . . . . .18
in Wizard
. . . . . . . . . . . . . . . . . 131
installation
. . . . . . . . . . . . . . . . . 142
CIM Platform
. . . . . . . . . . . . . . . . . .12
Classification Server
in Wizard
. . . . . . . . . . . . . . . . . 129
installation
. . . . . . . . . . . . . . . . . 141
new-style installation
client-side port
. . . . . . . . . . . . . . . . 169
client-side port configuration
co-browse session
. . . . . . . . . . . . . . .93
Co-Browsing Server in Wizard
. . . . . . . . . . . . . . . . . 132
installation
. . . . . . . . . . . . . . . . . 142
commenting on this document
configuration
Application Cluster
Capacity Rules
. . . . . . . . . . . . . . 132
DAPs and DB Server
E-mail Server
. . . . . . . . . . . . . . . 127
Genesys Web Collaboration
KANA Response Live for Windows
Knowledge Manager
Multimedia Solution
multimedia switch
Stat Server
Training Server
. . . . . . . . . . . . . . 130
Universal Contact Server
Universal Routing Server
configuring
Checking your WebLogic configuration file
Configuring E-mail Server’s POP,
IMAP, and SMTP ports
Configuring IIS to serve static content
Configuring KANA Response Live for
Solaris or Linux
. . . . . . . . . . . . . . 91
Deployment Guide 263
Index
Configuring KANA Response Live for
Windows
. . . . . . . . . . . . . . . . . 84
Configuring Multimedia Components to
work with SMS Server
Configuring Multimedia objects using the wizard
. . . . . . . . . . . . . . . . . . 104
Configuring the desktop application to use
UCS Proxy or Interaction Server Proxy
Configuring Tomcat to serve multiple
contexts
. . . . . . . . . . . . . . . . . . 74
Configuring WebCallback BP for routing web callback interactions
Creating or editing the UCS application
object
. . . . . . . . . . . . . . . . . . 213
Creating or editing the UCS Manager application object
Creating or editing the Web API Server application object
Creating the Application object
Creating the KANA database schema on
Solaris or Linux
. . . . . . . . . . . . . . 90
Creating the Proxy application object
Creating the SMS Server application
object
. . . . . . . . . . . . . . . . . . 229
Generating the .truststore file
Modifying the E-mail Server startup command line
Unix
. . . . . . . . . . . . . . . . . . 180
Windows
. . . . . . . . . . . . . . . . 179
Proctecting the WEB-INF Directory
Running scripts for your databases
conventions in document
. . . . . . . . . . . . . . . . 260
type styles
. . . . . . . . . . . . . . . . . 261
Customer Interaction Management
D database size
. . . . . . . . . . . . . . . . . . . . . 39
Universal Contact Server database
,
Database Access Point (DAP) configuration
. . . . . . . . . . . . . . . . 114
for Universal Contact Server
note for JDBC use
document audience
. . . . . . . . . . . . . . . . . . . 14
change history
. . . . . . . . . . . . . . . . 15
conventions
. . . . . . . . . . . . . . . . 260
errors, commenting on
version number
. . . . . . . . . . . . . . 260
E e-mail incoming message flow
MIME customization
outgoing message flow
testing
. . . . . . . . . . . . . . . . . 158
testing web form
E-mail CD
Wizard
. . . . . . . . . . . . . . . . . . 127
E-mail Server
. . . . . . . . . . . . . . . . .18
configuration
. . . . . . . . . . . . . . . 127
in Wizard
. . . . . . . . . . . . . . . . . 127
installation
. . . . . . . . . . . . . . . . . 141
MIME customization
starting manually
enable-ssl option (E-mail Server)
Estimating UCS database size for chat interactions
Event Logger
,
Event Logger DAP
F font styles italic
. . . . . . . . . . . . . . . . . . . . 261
monospace
. . . . . . . . . . . . . . . . 261
Framework resources agent
. . . . . . . . . . . . . . . . . . . 122
agent login
. . . . . . . . . . . . . . . . 122
capacity rule
. . . . . . . . . . . . . . . . 121
place
. . . . . . . . . . . . . . . . . . . 121
skills
. . . . . . . . . . . . . . . . . . . . 122
G
Genesys Content Analyzer
H https port value
. . . . . . . . . . . . . . . 125
I
IHS_HOME
. . . . . . . . . . . . . . . . . 190
IMAP
. . . . . . . . . . . . . . . . . . . . . 181
install directory
Apache
. . . . . . . . . . . . . . . . . . . 58
IBM HTTP Server
JDK
. . . . . . . . . . . . . . . . . . . 57
Multimedia
. . . . . . . . . . . . . . 101
Tomcat
. . . . . . . . . . . . . . . . . . . 61
WebSphere
. . . . . . . . . . . . . . . . 190
installation
264 eServices 8.1
Index
Chat Server
. . . . . . . . . . . . . . . . 142
Classification Server
Co-Browsing Server
E-mail Server
. . . . . . . . . . . . . . . 141
Interaction Server
IPStarter
. . . . . . . . . . . . . . . . . . 139
KANA Response Live for Solaris
KANA Response Live for Windows
Knowledge Manager
Training Server
. . . . . . . . . . . . . . 142
Universal Contact Server
Web API Server
. . . . . . . . . . . . . . 141
installation on
AIX
. . . . . . . . . . . . . . . . . . . . . 137
Linux
. . . . . . . . . . . . . . . . . . . . 137
Solaris
. . . . . . . . . . . . . . . . . . . 137
installing
Deploying Genesys web applications for
WebSphere on AIX or Solaris
Deploying Multimedia on Solaris, AIX, or
Linux from a Windows host
Deploying your web applications
Downloading and installing the Java SDK
Installing a new SSL certificate using IIS
Installing and Starting Interaction Workflow
Samples
. . . . . . . . . . . . . . . . . 103
Installing eServices components manually
AIX, Solaris, or Linux
Windows
. . . . . . . . . . . . . . . . 148
Installing Genesys web applications for
WebLogic
. . . . . . . . . . . . . . . . 202
Installing Genesys web applications for
WebSphere
. . . . . . . . . . . . . . . 191
Installing KANA Response Live for
Windows
. . . . . . . . . . . . . . . . . 82
Installing KANA Response Live for Linux
Installing KANA Response Live for Solaris
Installing SMS Server
AIX, Solaris, or Linux
Windows
. . . . . . . . . . . . . . . . 230
Installing the Apache Web Server on
Windows
. . . . . . . . . . . . . . . . . 58
Installing the JK1 Connector with Apache
Installing the JK1 Connector with IIS 6
Installing the JK1 connector with IIS 7
Installing the Multimedia Configuration
Wizards
. . . . . . . . . . . . . . . . . 102
Installing the Tomcat web application
container on Windows
Installing Universal Contact Server
AIX, Solaris, or Linux
Windows
. . . . . . . . . . . . . . . . 218
Installing Universal Contact Server
Manager
. . . . . . . . . . . . . . . . 220
Installing Universal Contact Server Proxy or
Interaction Server Proxy
AIX, Solaris, or Linux
Windows
. . . . . . . . . . . . . . . . 226
Installing Web API Server
Solaris or Linux
Windows
. . . . . . . . . . . . . . . . 215
Performing an integrated installation of all
Multimedia servers
Verifying connections
intended audience
. . . . . . . . . . . . . . .14
Interaction design
. . . . . . . . . . . . . . .20
Interaction Server
. . . . . . . . . . . . . . .20
database
. . . . . . . . . . . . . . . 26
installation
. . . . . . . . . . . . . . . . . 140
Interaction Server Proxy
IPStarter location
. . . . . . . . . . . . . . . . . . 139
italics
. . . . . . . . . . . . . . . . . . . . . 261
J
Java Environment and Libraries for eServices and UCS
Java Environment and Libraries for eServices and UCS installation
Java Runtime Environment (JRE)
Java SDK
. . . . . . . . . . . . . . . . . . .57
JAVA_HOME
. . . . . . . . . . . . . . . . 57
JDBC note for Universal Contact Server
K
KANA Response Live
configuration for Windows
database schema
. . . . . . . . . . . . . . 90
installation for Solaris
installation for Windows
launching co-browse session
testing for Windows
Knowledge Manager configuration
. . . . . . . . . . . . . . . 130
in Wizard
. . . . . . . . . . . . . . . . . 130
installation
. . . . . . . . . . . . . . . . . 142
new-style installation
L
Linux
Apache & Tomcat configuration
configuration
. . . . . . . . . . . . . . . . 27
installation on
. . . . . . . . . . . . . . . 137
Java SDK
. . . . . . . . . . . . . . . . . . 57
Local Control Agent (LCA)
Deployment Guide 265
Index
M
Management Layer
media channels
. . . . . . . . . . . . . . . 12
message flow incoming e-mail
. . . . . . . . . . . . . . 254
outgoing e-mail
. . . . . . . . . . . . . . 255
MIME customization
custom transformer
E-mail Server
. . . . . . . . . . . . . . . 251
incoming API
. . . . . . . . . . . . . . . 250
incoming message flow
outgoing API
. . . . . . . . . . . . . . . . 250
outgoing message flow
sample transformer
transformer
. . . . . . . . . . . . . . . . 247
MMS interactions
. . . . . . . . . . . . . . . 25
model
. . . . . . . . . . . . . . . . . . . . . 21
monospace font
. . . . . . . . . . . . . . . 261
Multimedia CDs
Interaction Management CD
selecting additional CDs
Multimedia Configuration Wizards
Multimedia install directory
multimedia routing strategy
multimedia switch configuration
. . . . . . . . . . . . . . . . 119
N
New in This Release
O operational data
. . . . . . . . . . . . . . . 18
P paging mode
. . . . . . . . . . . . . . . . . 24
planning
Completing the configuration worksheet
Estimating the size of the Interaction Server database
. . . . . . . . . . . . . . . . . 41
Estimating UCS database size for chat interactions
. . . . . . . . . . . . . . . . 40
Estimating UCS database size for e-mail interactions
. . . . . . . . . . . . . . . . 40
Obtaining Apache documentation from the product CD
. . . . . . . . . . . . . . . . 76
Obtaining Tomcat documentation from the CD and the Web
. . . . . . . . . . . . . . . . 77
POP
. . . . . . . . . . . . . . . . . . . . . 181
POP3 server
. . . . . . . . . . . . . . . . . 99
port option (E-mail Server)
Q queue
. . . . . . . . . . . . . . . . . . . . .20
R routing
. . . . . . . . . . . . . . . . . . . . 157
routing strategy
. . . . . . . . . . . . . . . .20
S
Sample Business Processes
screening rule
. . . . . . . . . . . . . . . . .20
Secure Socket Layer (SSL)
session (chat) mode
SMPP
. . . . . . . . . . . . . . . . . . . . .18
SMS interactions
. . . . . . . . . . . . . . . .24
SMS Server
application object
deploying
. . . . . . . . . . . . . . . . . 228
installing
new-style installation
other Multimedia components and
requirements
. . . . . . . . . . . . . . . 228
SMTP
. . . . . . . . . . . . . . . . . . . . 181
Social Messaging Server
new-style installation
Solaris
Apache & Tomcat configuration
configuration
. . . . . . . . . . . . . . . . 27
installation on
. . . . . . . . . . . . . . . 137
Java SDK
. . . . . . . . . . . . . . . . . . 57
Solution Control Server (SCS)
square brackets
. . . . . . . . . . . . . . . 261
SSL Configuration for E-mail Server
standard response
starting
Starting Multimedia components as
services
. . . . . . . . . . . . . . . . 243
Starting Multimedia components from the command line
. . . . . . . . . . . . . . 243
Starting Multimedia from the Windows Start menu
. . . . . . . . . . . . . . . . . . 244
Starting Multimedia using SCI
Stat Server
. . . . . . . . . . . . . . . 153
as part of Real-Time Metrics Engine
configuration
stopping
Stopping Multimedia using SCI
support for
AIX
. . . . . . . . . . . . . . . . . . . . . 27
Linux
. . . . . . . . . . . . . . . . . . . . 27
Solaris
. . . . . . . . . . . . . . . . . . . . 27
266 eServices 8.1
Index
T testing chat
. . . . . . . . . . . . . . . . . .159
Configuring ABC Simple BP for routing
e-mail interactions
Configuring ABC Simple Chat BP for routing
chat interactions
. . . . . . . . . . . . . . . . .158
Launching a co-browsing session
Multimedia
. . . . . . . . . . . . . . . . . 154
Sending a test e-mail to a Desktop agent
Sending a test web callback to a Desktop agent
. . . . . . . . . . . . . . . . . . 164
Sending a test web form e-mail to a
Desktop agent
Starting a test chat session with a Desktop agent
. . . . . . . . . . . . . . . . . . 160
Testing KANA Response Live for Windows
Testing that Genesys Desktop can handle interactions
. . . . . . . . . . . . . . . 156
Testing the Apache Web Server on
Windows
. . . . . . . . . . . . . . . . . 59
Testing the components using the Web-
based TestTool
Testing the JK1 Connector with Apache
Testing the JK1 Connector with IIS
Testing the KANA installation on Solaris or
Linux
. . . . . . . . . . . . . . . . . . . . 92
Testing the Multimedia servers
Testing the Tomcat installation on Windows
Testing the WebLogic installation and deployment
. . . . . . . . . . . . . . . 208
Testing the WebSphere installation on AIX
or Solaris
. . . . . . . . . . . . . . . . 199
web form e-mail
. . . . . . . . . . . . . . 161
Third Party Components.
third-party e-mail server
TLS
. . . . . . . . . . . . . . . . . . . . . . 169
Tomcat
. . . . . . . . . . . . . . . . . . . . 55
Training Server
. . . . . . . . . . . . . . . . 21
configuration
. . . . . . . . . . . . . . . . 130
in Wizard
. . . . . . . . . . . . . . . . . 130
installation
. . . . . . . . . . . . . . . . . 142
new-style installation
Transport Layer Security
type option (E-mail Server)
type styles conventions
. . . . . . . . . . . . . . . . 261
italic
. . . . . . . . . . . . . . . . . . . . 261
monospace
. . . . . . . . . . . . . . . . 261
typographical styles
U
UCS Proxy
See Universal Contact Server Proxy
uninstalling
Removing Multimedia components
Uninstalling Multimedia using the wizards
Universal Contact Server
configuration
. . . . . . . . . . . . . . . 117
database
. . . . . . . . . . . . . . . . . 101
Database Access Point (DAP)
in Wizard
. . . . . . . . . . . . . . . . . 117
installation
. . . . . . . . . . . . . . . 140
new-style installation
note for JDBC DAP
Universal Contact Server database
Universal Contact Server Manager
in Wizard
. . . . . . . . . . . . . . . . . 126
Universal Contact Server Proxy application object
deploying
. . . . . . . . . . . . . . . 169
Genesys Desktop and
installing
requirements
. . . . . . . . . . . . . . . 224
Universal Routing
. . . . . . . . . . . . . . 100
Universal Routing Server configuration
. . . . . . . . . . . . . . . 124
updating
Creating or editing the UCS application
object
. . . . . . . . . . . . . . . . . . 213
Creating or editing the UCS Manager application object
Creating or editing the Web API Server application object
Updating the Interaction Server database for processing web callback interactions
V version numbering, document
W
Web API Server
. . . . . . . . . . . . . . 18
in Wizard
. . . . . . . . . . . . . . . . . 125
installation
. . . . . . . . . . . . . . . . . 141
web callback interactions
Web Callback sample
Web Collaboration
KANA Response Live
Web Collaboration CD
Wizard
. . . . . . . . . . . . . . . . . . 132
web form e-mail testing
. . . . . . . . . . . . . . . . . . . 161
Web Media CD
Wizard
. . . . . . . . . . . . . . . . . . 131
WebSphere software requirements
Deployment Guide 267
Index
WEBSPHERE_HOME
Windows
Java SDK
. . . . . . . . . . . . . . . . . . 57
Wizards
. . . . . . . . . . . . . . . . . . . . 98
268 eServices 8.1
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