Genesys Stat Server Contact Center Management Software Deployment Guide
Below you will find brief information for Stat Server. This guide provides comprehensive instructions for configuring, installing, and optimizing the Genesys Stat Server within the Framework 8.0 environment. It details how Stat Server tracks real-time resource states, calculates performance metrics, and integrates with other Genesys solutions like Universal Routing and Outbound Contact, processing raw data to provide statistically useful information for efficient interaction management.
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Framework 8.0
Stat Server
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 © 2004–2009 Genesys Telecommunications Laboratories, Inc. All rights reserved.
About Genesys
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel-Lucent, is 100% focused on software for contact centers. Genesys recognizes that better interactions drive better business and build company reputations.
Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations, and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail, and Web channels ensure that customers are quickly connected to the best available resource—the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management.
Visit www.genesyslab.com
for more information.
Each product has its own documentation for online viewing at the Genesys Technical Support website or on the
Documentation Library DVD, which is available from Genesys upon request. For more information, contact your sales representative.
Notice
Although reasonable effort is made to ensure that the information in this document is complete and accurate at the time of release, Genesys Telecommunications Laboratories, Inc., cannot assume responsibility for any existing errors.
Changes and/or corrections to the information contained in this document may be incorporated in future versions.
Your Responsibility for Your System’s Security
You are responsible for the security of your system. Product administration to prevent unauthorized use is your responsibility. Your system administrator should read all documents provided with this product to fully understand the features available that reduce your risk of incurring charges for unlicensed use of Genesys products.
Trademarks
Genesys, the Genesys logo, and T-Server are registered trademarks of Genesys Telecommunications Laboratories,
Inc. All other trademarks and trade names referred to in this document are the property of other companies. The
Crystal monospace font is used by permission of Software Renovation Corporation, www.SoftwareRenovation.com
.
Technical Support from VARs
If you have purchased support from a value-added reseller (VAR), please contact the VAR for technical support.
Technical Support from Genesys
If you have purchased support directly from Genesys, please contact Genesys Technical Support at the regional
. For complete contact information and procedures, refer to the
Genesys Technical
Support Guide
.
Ordering and Licensing Information
Complete information on ordering and licensing Genesys products can be found in the
Genesys Licensing Guide.
Released by
Genesys Telecommunications Laboratories, Inc. www.genesyslab.com
Document Version: 80fr_dep_statserver_11-2009_v8.0.001.00
Preface
Chapter 1
Chapter 2
Chapter 3
Chapter 4
Chapter 5
Table of Contents
Making Comments on This Document ...................................................... 9
Contacting Genesys Technical Support..................................................... 9
Overview of Stat Server ....................................................................... 13
Installing the Stat Server Wizard ............................................................. 15
Modes of the Stat Server Wizard............................................................. 17
Uninstalling the Stat Server Wizard ......................................................... 17
Optimizing Performance ...................................................................... 19
Hardware-Related Recommendations .................................................... 19
Software-Related Recommendations...................................................... 20
Configuring a Stat Server Application................................................ 21
Stat Server Wizard—Installation Mode.................................................... 21
Stat Server Wizard—Upgrade Mode ....................................................... 24
Stat Server Wizard—Configuration Mode................................................ 25
Configuring a Stat Server Application Using Genesys Administrator . 26
Configuring a Stat Server Application Using Configuration Manager . 27
Stat Server Wizard—Uninstall Mode ....................................................... 28
Fine-Tuning Stat Server Configuration .............................................. 29
Stat Server—Deployment Guide 3
Table of Contents
Chapter 6
Chapter 7
Chapter 8
Chapter 9
Other Factors Affecting Stat Server ................................................... 57
Stat Server Reads Switch and DN Attributes .......................................... 58
To Determine Capacity and Impact Routing of Interactions to
Multimedia DNs .............................................................................. 58
To Suppress the Transmission of Attached Data ................................ 58
For Processing Stuck Calls and ACW Notifications ............................ 59
Stat Server Reads Resource Attributes................................................... 59
To Determine Which Objects Are Enabled.......................................... 59
To Determine if Origination DNs Are Configured ................................ 59
Stat Server Reads Virtual Agent Group Definitions ................................. 60
To Determine Group Membership....................................................... 60
Stat Server Reads Mediation DN Attributes ............................................ 60
To Determine Average Handling Time ................................................ 60
Common Log Options.......................................................................... 61
Log Output Options............................................................................. 70
Installing Stat Server Following Wizard Configuration ............................. 83
Installing Stat Server Following Manual Configuration ............................ 84
Create the Response File ................................................................... 88
Play Back the Response File .............................................................. 89
Analyze the Log File ........................................................................... 92
Uninstalling the Stat Server Application................................................... 93
Starting and Stopping Stat Server ...................................................... 95
What Must Be Running Prior to Start....................................................... 95
Starting Stat Server Using SCI............................................................ 96
Starting Stat Server on UNIX .............................................................. 96
Starting Stat Server on Windows ........................................................ 97
Starting Stat Server as a Windows Service......................................... 97
4 Framework 8.0
Table of Contents
Stopping Stat Server Using SCI .......................................................... 98
Stopping Stat Server on UNIX ............................................................ 98
Stopping Stat Server on Windows ...................................................... 99
Chapter 10
Appendix A
Physical Data Models for Stat Server Tables................................... 105
Table Schema by RDBMS ..................................................................... 106
Table and Column Descriptions............................................................. 107
The LOGIN Table .............................................................................. 108
The QINFO Table.............................................................................. 109
The STATUS Table ........................................................................... 110
The VOICE_REASONS Table .......................................................... 112
Appendix B
Manually Purging Data from the Stat Server Database .................. 115
Supplements
Related Documentation Resources ................................................... 119
Document Conventions ...................................................................... 121
Index
Stat Server—Deployment Guide 5
Table of Contents
6 Framework 8.0
Preface
Welcome to the Framework 8.0 Stat Server Deployment Guide. This document introduces you to the configuration, installation, and start procedures relevant to Stat Server. This guide is valid only for the 8.0.x releases of Stat Server.
Note:
For releases of this document created for other releases of this product, please visit the Genesys Technical Support website, or request the Documentation Library DVD, which you can order by email from Genesys Order Management at [email protected]
.
This preface provides an overview of this guide, identifies the primary audience, introduces document conventions, and lists related reference information:
Making Comments on This Document, page 9
Contacting Genesys Technical Support, page 9
About Stat Server
Stat Server is part of the Services Layer of the Genesys Framework. This key component is used by other Genesys solutions and Solution Reporting to track the real-time states of interaction management resources and to calculate basic measurements about the performance of contact center events and activities.
Stat Server—Deployment Guide 7
8
Preface Intended Audience
Intended Audience
This guide, primarily intended for network, IT, and contact center administrators, assumes that you have a basic understanding of:
•
Computer-telephony integration (CTI) concepts, processes, terminology, and applications.
•
Network design and operation.
•
Your own network configurations.
You should also be familiar with Genesys Framework and Genesys solutions architecture and functions.
Chapter Summaries
In addition to this preface, this guide contains the following chapters and appendixes:
•
Chapter 1, “Overview of Stat Server,” on page 13
, describes where Stat
Server fits within the Genesys Management Framework, introduces the
Statistics Call Model and application programming interface (API), and references other documents where these topics are more fully described.
•
Chapter 2, “Stat Server Wizard,” on page 15,
describes the different modes of operation of the Stat Server Wizard and how to install and invoke it.
•
Chapter 3, “Optimizing Performance,” on page 19,
lists some recommendations for optimizing Stat Server performance.
•
Chapter 4, “Configuring a Stat Server Application,” on page 21
, describes how to set up a Stat Server
Application
object both manually and using the
Stat Server Wizard.
•
Chapter 5, “Fine-Tuning Stat Server Configuration,” on page 29
, describes the configuration options you can set within the Stat Server
Application object to affect how Stat Server operates.
•
Chapter 6, “Other Factors Affecting Stat Server,” on page 57 , describes
some of the attributes in other Genesys applications that affect how Stat
Server operates.
•
Chapter 7, “Common Log Options,” on page 61
, describes log configuration options that are common to all Genesys server applications, including Stat Server.
•
Chapter 8, “Installing Stat Server,” on page 83,
describes how to install the application following manual or wizard configuration. This chapter also demonstrates how to install Stat Server silently—without interactive dialog during deployment.
Framework 8.0
Preface Making Comments on This Document
•
Chapter 9, “Starting and Stopping Stat Server,” on page 95
, describes how to start and stop Stat Server on all supported platforms as well as via the
Genesys Solution Control Interface.
•
Chapter 10, “Application Files,” on page 101,
describes the files that are deployed during installation.
•
Appendix A, “Physical Data Models for Stat Server Tables,” on page 105,
describes the structure of the database tables to which Stat Server writes data, if configured to do so.
•
Server tables.
Making Comments on This Document
If you especially like or dislike anything about this document, feel free to email 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 Technical Support if you have suggestions about the product itself.
When you send us comments, you grant Genesys a nonexclusive right to use or distribute your comments in any way it believes appropriate, without incurring any obligation to you.
Contacting Genesys Technical Support
If you have purchased support directly from Genesys, contact Genesys
Technical Support at the following regional numbers:
Region Telephone
+888-369-5555 (toll-free)
+506-674-6767
+44-(0)-1276-45-7002
North America and
Latin America
Europe, Middle East, and
Africa
Asia Pacific [email protected]
+61-7-3368-6868 [email protected]
Before contacting technical support, refer to the
Genesys Technical Support Guide
for complete contact information and procedures.
Stat Server—Deployment Guide 9
Preface New in this Release
Region
Malaysia
Telephone E-Mail
India
1-800-814-472 (toll-free)
+61-7-3368-6868
1-800-407-436379 (toll-free)
+91-(022)-3918-0537
+81-3-6361-8950 [email protected]
Japan [email protected]
Before contacting technical support, refer to the
Genesys Technical Support Guide
for complete contact information and procedures.
New in this Release
This Framework 8.0 Stat Server Deployment Guide includes the following new features over the 7.6.1 release:
•
Support for secure Transport Layer Security connections between Stat
Server and the following Genesys servers:
Configuration Server
T-Server
DB Server
Outbound Contact Server
Universal Router Server
Note:
Local Control Agent (LCA) connections between the Solution
Control Server and Stat Server are not secure. LCA enables one local process to connect to another in order to start and stop it. No sensitive customer information passes through LCA connections.
Part 4 of the Genesys Security Deployment Guide describes how to configure secure ports for server components as well as how to configure secure connections between components.
•
Information for configuring a Stat Server application using Genesys
Administrator, described on page 26
.
•
Several new options to direct Stat Server behavior:
allow-vq-orig-dns-from-environment,
. check-vq-stuck-calls-frequency,
described on
load-balance-aht, described on
queue-use-pseudo-actions,
described on
.
vq-ignore-third-party-dn, described on
. vq-treat-unknown-third-party-dn-as-agent-dn,
. ixn-id-in-status-table,
described on
suppress-user-data,
.
•
Two new log sections: sml and common,
described beginning on page 81
.
10 Framework 8.0
Preface New in this Release
•
The re-inclusion of instructions for silently installing Stat Server,
.
•
Two additional SQL scripts ( status_ixnid.sql
and status_ltime_ ixnid.sql, described on
STATUS table containing the
IxnID
field (described on
).
•
Tips for manually purging the Stat Server database, beginning on
The Framework 8.0 Stat Server User’s Guide describes other new features, such as filter improvements, support for additional ASM callflows, and a new statistic option (
UseSourceTimeStamps
) for configuring Stat Server to reference the timestamps of its client (instead of the time that Stat Server detects interactions) to better synchronize its recording of interactions with Interaction
Concentrator. The Supported Operating Environment Reference Manual lists the operating systems (OSs) and RDBMSs on which Stat Server 8.0 can operate. And, the Genesys Migration Guide describes the high-level changes that were implemented with each release. And, Genesys Administrator Help describes the new XML template that you can use to configure a Stat Server
8.0 application.
Stat Server—Deployment Guide 11
Preface New in this Release
12 Framework 8.0
Chapter
1
Overview of Stat Server
The Genesys Statistics Server (Stat Server) is part of the Genesys Management
Framework Services Layer shown in
Figure 1 . Stat Server is the component
responsible for converting single interactions into statistical data that is useful for interaction processing and contact center reporting. This data is then used by various Genesys solutions and applications to determine the availability of resources and to generate statistical indicators of contact center performance.
SOLUTIONS
Services Layer
Media Layer
User Interaction Layer
Management Layer
Configuration Layer
FRAMEWORK
Figure 1: Management Framework Architecture
Refer to the Framework 8.0 Deployment Guide for more information about the
Services Layer and Stat Server’s role within the Genesys Management
Framework.
Stat Server—Deployment Guide 13
Chapter 1: Overview of Stat Server
As a client of T-Server and Interaction Server, Stat Server processes raw information received from these applications. As a client of Configuration
Server, Stat Server retrieves information about the following contact center objects:
•
Regular DNs
•
Agents
•
•
Staging areas
Tenants
•
Places
•
Queues
•
Workbins
•
Switches
•
Group of agents, places, and queues
•
Routing Points
•
Campaigns
•
Calling lists
In short, Stat Server reconstructs the behavior of contact center objects in order to provide its clients with more elaborate and statistically useful reporting data.
To receive statistical information, Stat Server clients must specify the kind of data they need, following the Genesys Statistical Model described in the
Reporting Technical Reference Guide. This specification consists of a request for statistics retrieval, via stat types, from the Stat Server application programming interface (API)—the Statistics Library, or Stat Lib for short.
(This API is not documented.) For instance, the Universal Routing Server requests information for the purpose of monitoring virtual queues and determining agents’ availability to process additional simultaneous interactions. And, the Genesys Outbound Contact Solution requests statistical information from Stat Server about the performance of its outbound campaigns and calling lists.
This Framework 8.0 Stat Server Deployment Guide describes the configuration and installation of the Stat Server application (and supporting topics) whereas the Framework 8.0 Stat Server User’s Guide describes the configuration of statistics—their stat type definition. The Reporting Technical Reference Guide describes the application of Stat Server statistical types employed by the
Solution Reporting applications—CCPulse+ and CC Analyzer. You can also reference other Genesys solution user guides for information about how the various solutions rely on Stat Server to provide statistical information.
14 Framework 8.0
Chapter
2
Stat Server Wizard
You use the Stat Server Wizard to guide you through the process of configuring a Stat Server application. You can also manually configure a Stat
Server application without the benefit of using the Wizard. Manual
configuration instructions are provided in Chapter 4 beginning on
This chapter describes the following:
Installing the Stat Server Wizard, page 15
Modes of the Stat Server Wizard, page 17
Uninstalling the Stat Server Wizard, page 17
Installing the Stat Server Wizard
The Stat Server Wizard is one component of the Genesys Wizard Manager.
You do not need to upgrade the Genesys Wizard Manager prior to installing the
Stat Server Wizard. Installing the latest Stat Server Wizard automatically upgrades the common wizards set. You must, however, have a 7.0.1 or later release of the Genesys Wizard Manager already installed, and you must uninstall any previous releases of the Stat Server Wizard that may reside on your machine. If the Genesys Wizard Manager is not installed on your machine, you can install it from the configuration_wizard
directory of the
Management Framework CD.
Note:
You can install Genesys wizards only on Windows platforms.
Before you operate other Genesys wizards that rely on the Stat Server component, install the Stat Server Wizard following these steps:
1. From the Real-Time Metrics Engine CD, go to either the root directory or the configuration_wizard
subdirectory and run
Setup.exe.
2. On the
Welcome
page, click
Next.
Stat Server—Deployment Guide 15
Chapter 2: Stat Server Wizard Installing the Stat Server Wizard
3. On the
Security Banner Configuration
page, decide whether to configure a security banner for user entry to the Stat Server Wizard. If configured, this security banner will prompt the user to accept or reject conditions of use before the wizard is invoked.
If you select the
Enable Security Banner
box, additional options appear on this page prompting you to apply this feature either to all applications that support it (such as other Genesys wizard applications) or only to the current application. Click
Next.
4. If you opted to display a security banner in Step 3 , configure the following
on the
Security Banner Parameters
dialog box:
When to display the security banner during the next launch of the
Resource Capacity Wizard (every time the application starts or at user’s discretion).
How the application should process a login if the banner cannot be displayed (proceed or exit).
The title to display in the browser.
The amount of time that should elapse before the application displays a temporary message in the event the security banner has not yet loaded.
The height and width of the security banner.
Tip: If you leave the height and width fields blank, the resulting browser window for the security banner will automatically resize to fit the content. If, however, you do specify values and later want to change them, you can edit the
Height
and
Width
entries directly in the Windows registry under:
HKEY_LOCAL_MACHINE\SOFTWARE\GCTI\Unilogin\Banner
For the first two configuration parameters, you can select from among predefined values in list boxes.
If you opted not to display a security banner, skip to
5. Near the bottom of the
Security Banner Documents
page, input the
Universal Resource Locator (URL) of your security message, and add it to the list. Repeat this step for each subsequent security message that should be displayed. Then, click
Next.
Note:
The installation routine does not validate URLs.
6. If you opted not to have the wizard invoked when the security banner cannot be displayed (
Step 4 , second bullet), input the URL of each of your
error pages and add it to the list, or leave this field blank. Then, click
Next.
If you opted to proceed (
Step 4 , second bullet), this page, requesting the
URL of your error pages, does not appear. Proceed to Step 7
.
7. On the
Ready to Install
page, click
Install.
The InstallShield Wizard copies the wizard to the genesyscfgwizards directory.
16 Framework 8.0
Chapter 2: Stat Server Wizard Modes of the Stat Server Wizard
8. On the
Installation Complete
page, specify how the host will be restarted, and then click
Finish.
Modes of the Stat Server Wizard
At various points in the configuration of a Genesys solution or Solution
Reporting, you can invoke the Stat Server Wizard to configure a Stat Server
Application
object. Or, you can invoke this Wizard directly within
Configuration Manager.
The Stat Server Wizard is comprised of four modes:
•
Stat Server Installation mode
•
Stat Server Configuration mode
•
Stat Server Upgrade mode
•
Stat Server Uninstall mode
Configuring a backup Stat Server is also possible in all three modes. The manner in which you invoke the Stat Server Wizard, and the place from which you invoke it, determine the mode under which it operates. All modes modify or create a Stat Server
Application
object in Configuration Manager with defined T-Server connection(s), startup information, configuration options, and tenant and server identification.
Uninstalling the Stat Server Wizard
You must uninstall previous releases of the Stat Server Wizard prior to installing a new release. To uninstall the Stat Server Wizard:
1. Open the Control Panel and double-click Add/Remove Programs.
2. Select Genesys Stat Server Wizard from the list box and click Add/Remove.
3. Click
Yes
to confirm deletion.
4. Click
OK.
The Uninstallation Wizard removes the program registry entries for the
Stat Server Wizard. After reboot, all traces of the Stat Server Wizard are removed from the host.
Stat Server—Deployment Guide 17
Chapter 2: Stat Server Wizard Uninstalling the Stat Server Wizard
18 Framework 8.0
Chapter
3
Optimizing Performance
Review the recommendations provided in this chapter to optimize Stat Server performance. This chapter contains these sections:
Hardware-Related Recommendations, page 19
Software-Related Recommendations, page 20
Hardware-Related Recommendations
When planning to deploy Stat Server to your environment, follow these recommendations:
•
Consider the following formula, which approximates Stat Server memory, in megabytes, for a typical large contact center:
MemoryReqd = 100 + (NStatistics x 0.0012) where NStatistics represents the number of open statistics and 0.0012 refers to approximately 1.2 KB of memory per statistic.
For example, Stat Server on a box with 1.5 GB of memory should be more than ample to handle CC Analyzer requests of 30,000 active
Agent
or
Place objects originating from the Genesys-provided Agent and Place reports):
NStatistics
MemoryReqd
= 28 statistics/report layout x 30,000 objects
= 840,000 statistics
= 100 + (840,000 x 0.0012)
= 1,108 MB
For smaller contact centers, you can reduce the constant (100) to a smaller value.
Install Stat Server on a computer with sufficient physical memory to avoid swapping.
Stat Server—Deployment Guide 19
Chapter 3: Optimizing Performance Software-Related Recommendations
•
Consider distributing the total number of required statistics for Solution
Reporting and real-time interaction processing for all solutions over a number of Stat Server applications.
•
Install Stat Server and T-Server on the same machine or connect them through a fast LAN. If you are using several T-Server applications, position Stat Server nearest to the busiest T-Server.
•
Do not install Stat Server on the same box as Configuration Server.
•
Do not install real-time, third-party applications on the machine running
Stat Server.
•
If you want to store Stat Server data, consider dedicating a separate Stat
Server application whose sole purpose is to write data to the Stat Server database.
•
For large contact centers, consider allocating approximately 5 MB of space for each day Stat Server writes data to a database. This recommendation applies only if you configure Stat Server with a database access point and enable your Stat Server application to write data to a database by setting corresponding configuration options.
Software-Related Recommendations
You can improve Stat Server performance further by tuning Stat Server configuration options:
•
Specify only the debugging log level that you need by setting the debuglevel
configuration option appropriately.
•
For Stat Server applications that write to the Stat Server database, configure options only for the tables that you need by setting these configuration options:
login-table qinfo-table status-table voice-reasons-table
•
Review the configuration options that are related to write operations to this database:
For Oracle, Microsoft SQL, Sybase, and DB2 relational database management systems (RDBMSs), set the enable-binding option to
Yes.
Set the local-time-in-status-table
configuration option to
No
if you do not need a translation of UTC time to the time zone of the host on which Stat Server is deployed.
Set ixn-id-in-status-table
to
No
for Solution Reporting and other clients that employ only an interaction’s connection ID.
20 Framework 8.0
Chapter
4
Configuring a Stat Server
Application
You must configure a Stat Server
Application
object before installing it. To configure Stat Server using the Stat Server Wizard (or manually), Configuration Server must be running. This chapter describes four methods for configuring a Stat Server Application object. It contains these sections:
Stat Server Wizard—Installation Mode, page 21
Stat Server Wizard—Upgrade Mode, page 24
Stat Server Wizard—Configuration Mode, page 25
Stat Server Wizard—Uninstall Mode, page 28
Note:
The security improvements offered in the release are not provided via the Stat Server Wizard. To use secure Transport Layer Security (TLS) connections between Stat Server and it clients, or between Stat Server and Configuration Server, you must configure such connections manually following the procedures described in the Genesys Security
Deployment Guide.
Stat Server Wizard—Installation Mode
At various points during the wizard-driven configuration of Solution Reporting or of other Genesys solutions that rely on Stat Server data, you are presented with the opportunity to create and configure a new Stat Server
Application
, for example, shows this starting point in the Data Sourcer and
Universal Routing wizards. When you invoke the Stat Server Wizard in this manner, it operates in installation mode. You can also start the installation mode of the Stat Server Wizard by right-clicking an application folder in
Configuration Manager and selecting
Wizard > Install > Stat Server.
Stat Server—Deployment Guide 21
Chapter 4: Configuring a Stat Server Application Stat Server Wizard—Installation Mode
Figure 2: Invoking the Stat Server Wizard in Installation Mode
To operate the Stat Server Wizard in installation mode:
1. Click
Add
from the Stat Server page of the solution wizard (pictured in
2. On the
Welcome
page, click
Next.
3. On the
Stat Server Name
page, type a unique name for your Stat Server
Application
object, and select a Configuration Server folder to store it in if you do not want to use the default. Click
Next.
4. On the
Tenants Monitored by this Stat Server
page, select which tenants this Stat Server application is to monitor, and click
Next.
Note:
This page does not appear in single-tenant environments.
5. On the
Switch Selection
page, select one or more T-Server applications that you want Stat Server to monitor, and click
Next.
6. On the
Interaction Server selection
page, select the Interaction Server applications that you want Stat Server to monitor, and click
Next.
22 Framework 8.0
Chapter 4: Configuring a Stat Server Application Stat Server Wizard—Installation Mode
7. On the
Log configurations page, specify what information Stat Server is to log. If desired, click
Run Log Wizard...
to change the default options and/or the log output. Then, click
Next.
8. On the
Java Configuration Options
page, specify whether Stat Server should support Java functionality. If so, select the
Load Java at startup check box and then configure JVM (Java Virtual Machine) and Stat Server
Java Extension parameters, and then click
Next.
Note:
You need only configure a Java Runtime Environment if you intend to use Stat Server for Reporting in Outbound Contact 7.2
+
, eServices (formerly known as Multimedia) 7.0
+
, or VCB 7.1
+
.
9. On the
Server Info
page, select the host and port where you want
Stat Server installed, and click
Next.
The wizard verifies that the indicated port is not already in use by another application.
10. On the
Installation Package page:
a. Specify the root of the Real-Time Metrics Engine CD.
b. Specify where you want the installation package copied, and then click
Next
.
Note:
Remember the destination path you specify in this step. You will need it later (on
page 83 ) to install Stat Server.
The screen changes to display a progress-of-completion bar as the wizard deploys the installation package.
11. On the
Installation Ready
page, click
Next.
12. On the
Backup Server Information
page, select the check box if you want to specify a backup for your primary Stat Server application. You do not configure the backup Stat Server Application object on this page—you merely identify it.
After doing so, additional fields appear on this page prompting you to specify a name, host, port, folder, and redundancy type for your backup
Stat Server application. Stat Server supports only the
Warm Standby redundancy type. A backup Stat Server application operating in warm
standby mode processes client requests only after its role changes from backup to primary. Stat Server does not support backup applications in hot
standby mode, in which the client application connects to both servers upon startup and in which the primary and backup servers synchronize data between each other.
Click
Next
to proceed.
Stat Server—Deployment Guide 23
Chapter 4: Configuring a Stat Server Application Stat Server Wizard—Upgrade Mode
Note:
Your backup Stat Server application must be created using the same application template as the primary Stat Server.
The
Summary
page appears, showing configuration highlights for the
Stat Server
Application
object you just created.
13. On the final Wizard page, click
Finish.
You have now configured a Stat Server
Application
object. The wizard creates a file called
GCTISetup.ini
containing the configuration parameters you specified, and places this file in the destination path indicated in
you configured Java sections for your Stat Server
Application
object, be sure to specify this Stat Server application on the
Connections
tab of
Application objects for the components of your Outbound Contact, eServices (formerly known as Multimedia) and/or VCB. Now, install the deployed installation package as described on
. Be sure to review the recommendations in the “Deploying with Configuration Wizards” chapter of the Framework 8.0
Deployment Guide if you plan to install Stat Server on a host other than the computer running the Stat Server Wizard.
Stat Server Wizard—Upgrade Mode
To benefit from improvements made from release to release, you should run the Stat Server Wizard in Upgrade mode to upgrade Stat Server
Application objects. You need not first uninstall the Stat Server application to upgrade it but you do need to stop the application from running.
Before upgrading, Genesys recommends that you export your current configuration to a
*.cfg or
*.conf file and save this file to a secure location for use in the event you want to perform a rollback. Refer to Framework 8.0
Configuration Manager Help for information about using this utility.
1. In Configuration Manager, open the
Properties
page of a Stat Server
Application
object and, on either the
General
or
Server Info
tab, click the
Upgrade
button to invoke the Stat Server Wizard in Upgrade mode.
Note:
There are other ways to invoke this wizard in Upgrade mode including invoking it from the various Genesys solution wizards.
2. On the
Welcome
page, click
Next.
The
Upgrading Application
page appears, listing high-level information about the selected application.
3. Click
Next.
4. If necessary, on the
Server Information
page, change the host and port information for the Configuration Server on which this application is located. Then, click
Next
.
24 Framework 8.0
Chapter 4: Configuring a Stat Server Application Stat Server Wizard—Configuration Mode
5. On the
Installation Package page:
a. Specify the root of the Real-Time Metrics Engine CD.
b. Specify where you want the installation package copied, and then click
Next
.
Note:
Remember the destination path you specify in this step. You will need it later (on
page 83 ) to install Stat Server.
A bar displays the progress of completion.
6. On the Upgrade Ready page, click Next.
The
Summary
screen appears, showing configuration highlights for the
Stat Server
Application
object that you just created, including any changes that you made to configuration options.
7. Click
Finish.
You have now upgraded your Stat Server
Application
object. The wizard creates a file called GCTISetup.ini
containing the configuration parameters you specified. If you configured Java sections for your Stat Server
Application object, be sure to specify this Stat Server application on the
Connections
tab of the
Application
objects for the components of your Outbound Contact, eServices (formerly known as Multimedia), and/or VCB. Next, install the
deployed installation package as described on page 83
. Be sure to review the recommendations in the “Deploying with Configuration Wizard Framework” chapter of the Framework 8.0 Deployment Guide if you plan to install
Stat Server on a host other than the computer running the Stat Server Wizard.
Stat Server Wizard—Configuration Mode
When you open the Properties page of an existing Stat Server Application object from a solution wizard or a Solution Reporting Wizard and then click
Configure...,
you invoke the Stat Server Wizard in Configuration mode. This
Properties
page has either six or nine tabs (depending on the location from which you invoke it), which you can visit in any order to alter the configuration of your
Application
object:
•
General
—Allows you to rename, upgrade, enable, and/or relocate your
Application
object.
•
Tenants
—Specifies the tenants that your
Application
object will monitor.
•
Start Info
—Specifies the working directory, executable, command-line arguments, startup and shutdown timeouts, and whether the application is to automatically restart upon shutdown.
•
Server Info
—Specifies the host and port of the machine where Stat Server resides. From this tab you can also specify a timeout value in seconds for unsuccessful attempts to connect to the server.
Stat Server—Deployment Guide 25
Chapter 4: Configuring a Stat Server Application Manual Configuration
•
Backup Server
—Enables you to change the designated backup Stat Server application, disassociate the existing backup Stat Server application from the primary application, or invoke the Backup Stat Server Installation
Wizard to associate a backup application with the primary application.
•
Switches
—Specifies one or more T-Server applications from which
Stat Server gathers source data.
•
Interaction Servers
—Specifies one or more Interaction Server applications from which Stat Server gathers source data.
•
Log Options
—Specifies Stat Server log options.
•
Java Options
—Specifies the options that Stat Server uses and the Java extensions that Stat Server loads upon startup.
When you click the Apply or OK buttons on the Properties page, your changes are saved to the Configuration Server Database.
Note:
Opening the
Properties
page of a Stat Server
Application
object in
Configuration Manager displays the same tabs; however, this method does not invoke the Stat Server Wizard.
Manual Configuration
You can manually configure a Stat Server 8.0 Application object either within
Configuration Manager or within Genesys Administrator. You use the Stat
Server application template to accomplish this. This template is located in the templates
directory of the Real-Time Metrics Engine CD and is named
Stat_Server_800.apd.
You should import this file into your configuration environment before configuring Stat Server applications.
Configuring a Stat Server Application Using Genesys
Administrator
Another file in the templates directory of the Real-Time Metrics Engine CD,
Stat_Server_800.xml,
contains the metadata that defines the default and valid values for most of the Stat Server configuration options that are available to you in the 8.x release. (The complete listing of configuration options is located in this document and accompanying release notes.) To use this metadata, you import it into the Stat Server application template. As you configure a Stat
Server application within Genesys Administrator, Genesys Administrator validates the values that you specify for configuration options based on this metadata.
26 Framework 8.0
Chapter 4: Configuring a Stat Server Application Manual Configuration
Refer to the “Application Templates” book within Framework 8.0 Genesys
Administrator Help for instructions on how to import and use metadata and for instructions on how to configure applications within Genesys Administrator.
Note:
Metadata cannot be used in conjunction with the Stat Server application template in Configuration Manager.
Configuring a Stat Server Application Using Configuration
Manager
To manually configure a Stat Server application within Configuration
Manager:
1. From the main window, open the
Applications
folder.
2. From the
File
menu, select
New
>
Application,
which opens the
Browse page with the available application templates.
3. Choose the template that corresponds to the Stat Server release you are installing—for example,
Stat_Server_800.apd.
If you cannot locate this template, import it from the Real-Time Metrics
Engine CD.
4. On the
General tab of the
Properties
page, enter a name for your
Stat Server application. The application template provides information about the Stat Server type and version.
5. For multi-tenant configurations, on the Tenants tab, specify the tenants that you plan to have Stat Server monitor. This tab does not appear in singletenant environments.
6. On the
Server Info
tab of the
Properties
page, specify:
a. The host on which you want to install this server.
b. The communication port that applications will use to connect to this server.
c.
The reconnection timeout, in seconds, for which the client application waits before attempting reconnection to this server following a failed connection.
d. (Optional) The name of the backup Stat Server application.
e.
(Optional)
Warm standby,
in the
Redundancy Type
field, to indicate the state of readiness of the backup Stat Server application. A backup
Stat Server in warm standby mode processes client requests only after its role changes from backup to primary. Stat Server does not support backup applications in hot standby mode, in which the client application connects to both servers upon startup and in which the primary and backup servers synchronize data between each other.
Stat Server—Deployment Guide 27
Chapter 4: Configuring a Stat Server Application Stat Server Wizard—Uninstall Mode
7. On the
Start Info
tab, provide the working directory and command-line parameters. For information about command-line parameters, refer to
.
8. On the
Connections
tab, add the following
Application
objects:
One or more T-Server and/or Interaction Server application(s).
Message Server, if you plan to use the Management Layer for alarmsignaling and centralized logging capabilities.
Database access point, if you plan to use Stat Server to populate
Stat Server–related database tables.
Note:
If you specify more than one database access point, Stat Server attempts to connect DB Server using only the first one listed, even if the first is unavailable.
9. On the
Options
tab, specify the values of the desired configuration options in appropriate sections. For option descriptions, refer to
of this guide for a listing of configuration options that pertain to operation of the Stat Server application.
The Framework 8.0 Stat Server User’s Guide for configuration options pertaining to statistics.
10. If you configured Java sections for your Stat Server
Application
object, be sure to specify this Stat Server application on the Connections tab of your
Outbound Contact, eServices, and/or VCB
Application
object.
Stat Server Wizard—Uninstall Mode
Operating the Stat Server Wizard in Uninstall mode removes the
Application object from the Configuration Server Database. This wizard does not uninstall any application files, logs, directories, or the application executable itself.
Refer to “Uninstalling the Stat Server Application” on page 93 for those
instructions.
To remove a Stat Server
Application
object from Configuration Server:
1. From Configuration Manager, select the Stat Server
Application
object you want to uninstall.
2. Right-click and select
Wizard > Uninstall
from the shortcut menu that appears.
The
Stat Server Uninstall Wizard
opens.
3. On the
Welcome
page, click
Next.
4. On the
Uninstalling Application
page, verify the application you are about to uninstall and click
Next.
5. On the
Uninstall Complete
page, click
Finish.
28 Framework 8.0
Chapter
5
Fine-Tuning Stat Server
Configuration
This chapter describes the options you can use to configure a Stat Server
Stat Server behavior and Chapter 7, “Common Log Options,” on page 61
, for descriptions of log configuration options common to most Genesys 8.0 server applications. Finally, to learn about the options you can use to configure statistics for your Stat Server application, refer to the “Statistics Configuration
Options” chapter in the Framework 8.0 Stat Server User’s Guide.
The information in this chapter is divided among the following topics:
Note:
The configuration options related to Stat Server logging are described
Mandatory Options
You are not required to configure any options to start Stat Server.
Stat Server—Deployment Guide 29
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
StatServer Section
You must name this section statserver.
lists some options available for configuring Stat Server
Application
objects. Use the options listed in
to configure a Stat Server application to write data to a database. And use the options listed in
and
, beginning on
to enable Java functionality. You are directed to read your operating-system and/or JRE vendor documentation to learn of any peculiarities regarding JVM installation or the setup of a Java Runtime Environment.
For those configuration options that indicate true
or false
values, any of the following additional values are also valid:
•
t/f
•
yes/no
•
y/n
•
1/0
•
on/off
These alternates may not be indicated within the following tables. Also, the default values listed in the tables refer to those that are either inherent to Stat
Server or in the Stat Server application template ( Stat_Server_800.apd, for example), which is provided on the Real-Time Metrics Engine CD. These default values may differ from what is documented here if you configure a new
Stat Server
Application
object using the Stat Server Wizard.
Note:
Where the name of a configuration option changed between releases,
Stat Server continues to support the former name.
Table 1: Configuration Options for the statserver Section
Option Description
accept-clients-in-backupmode
Specifies whether Stat Server accepts client connections when operating in backup mode.
With this option set to yes,
Stat Server notifies the clients about its redundancy mode after a client’s registration and after a change in mode.
Moreover, when its redundancy mode is changed to backup, Stat Server does not close the communication port and accepts clients’ connections and requests.
Default Value: no
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted
30 Framework 8.0
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 1: Configuration Options for the statserver Section (Continued)
Option
allow-vq-orig-dns-fromenvironment auto-backup-interval backup-file-name
Description
Specifies whether Stat Server will generate retrospective actions, reflecting regular DNs, to virtual queue objects that belong to the
Environment
tenant.
If set to yes
and the
Environment
tenant is listed among those assigned to
Stat Server (in a multi-tenant environment), Stat Server will generate such actions when these virtual queues are also assigned as origination DNs to
GroupAgents
and
GroupPlaces
objects belonging to a particular tenant (that is, to a tenant that is not the
Environment
tenant) as a result of call activity on that tenant.
For this functionality to work properly, you must also set the
vq-treatunknown-third-party-dn-as-agent-dn
option to true
and the vq-ignorethird-party-dn
option to false.
Default Value: yes
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted
Sets the time, in minutes, for checking persistent statistics and storing them in the file specified by the
option.
This option was previously named
AutoBackupInterval.
Default Value:
15
Valid Values: Integers
0
through
2147483647
(
2
31
-1
)
Changes Take Effect: When Stat Server is restarted
Specifies the name of the backup file that stores persistent statistics for synchronization. Stat Server memorizes all parameters for statistics in demand, initiating their collection immediately after restart. If a particular statistic has not been requested for a long time period (three days by default as specified in the
removed from both the cache and the backup file.
Note: Stat Server ignores backup files that were generated by a different version of Stat Server.
This option was previously named
BackupFileName.
Default Value: ssbackup.000
Valid Value: Any valid file name
Changes Take Effect: When Stat Server is restarted
Stat Server—Deployment Guide 31
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 1: Configuration Options for the statserver Section (Continued)
Option
capacity-treat-acw-asinteraction check-stuck-calls
Description
Determines whether Stat Server treats interactions initiated or received as interactions while the associated DN is in after-call work (ACW) status. The routability of additional, simultaneous interactions to a device is dependent on the number of interactions currently occurring at that device. Setting this option to yes
instructs Stat Server to treat any ACW activity as an interaction for the purpose of determining capacity—synonymous to any other type of voice interaction, such as handling customer-initiated
(inbound) calls, internal calls among agents, and so forth. For the purpose of
reporting current activity, this treatment does not increment the count of
CurrentNumber
or
TotalNumber
statistics.
The presence of ACW on a device also impacts the routability of interactions of other media types, as defined in the capacity model for your environment. For information about defining capacity rules, refer to the
Genesys 8.0 Resource Capacity Planning Guide.
If this option is set to no,
Stat Server does not consider ACW-related activities occurring at a device in its calculation of the current_number component of the capacity vector. In fact, Stat Server may allow additional, simultaneous interactions to be routed to that device per the capacity rules defined in your environment.
Default Value: no
Valid Value: yes, no
Changes Take Effect: When Stat Server is restarted
When you set the value of this option to yes,
Stat Server checks DNs of the
Extension, ACD Position, VTO
(IVR),
ACD Queue, Service Number,
and
Routing Point
types for calls with no activity during the last 10 minutes.
When detecting such calls, Stat Server queries T-Server on the current DN status. If T-Server indicates that the call has been cleared from the DN in question, Stat Server deletes the call from memory. The checkup interval is
600 seconds (10 minutes). Stat Server does not check Internet DNs or DNs of
Virtual Routing Point type.
This option was previously named
CheckStuckCalls.
Note: Calls can be stuck in T-Server and/or Stat Server. The check-stuckcalls configuration option enables Stat Server to clear calls that it determines to be stuck in Stat Server.
Default Value: no
Valid Values: yes, no
Changes Take Effect: Immediately upon notification
32 Framework 8.0
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 1: Configuration Options for the statserver Section (Continued)
Option
check-vq-stuck-callsfrequency
Description
Works in conjunction with the frequency of
EventReserved_2
heartbeats that accompany live calls from URS, specifying the frequency, in seconds, with which Stat Server checks virtual queues for stuck calls. Stat Server suspends checks for stuck calls if no calls are queued at any virtual queue that Stat
Server monitors. Stuck calls result if a URS connection breaks when a live calls is completed. In this situation, Stat Server does not receive the
EventReleased
TEvent to indicate the end of the call, and Stat Server views the interaction as continuing.
Setting this option to a high value for large environments alleviates CPU load and helps to avoid situations where Stat Server inadvertently clears live calls due to network latency. In such situations, you should also consider resetting the call_kpl_time
URS option, which measures the frequency of
EventReserved_2
heartbeats, to a higher value. Small environments can set both options to relatively lower values. Also, you should be aware that setting call_kpl_time
to
0
(zero) means that Stat Server will receive no
EventReserved_2
events from URS. In this case, Stat Server considers all calls currently residing at the virtual queue as stuck and eliminates them from processing following the period of time specified by the check-vqstuck-calls-frequency
option. Refer to the Universal Routing 8.0
Reference Manual for additional information about the call_kpl_time configuration option.
Prior to release 8.0, this functionality was not configurable. Stat Server’s checks for stuck calls was internally hard-coded at
60
seconds. Beginning with the 8.0 release, the default for this option, whether explicitly set or not, is
600
seconds.
Default Value:
600
Valid Values:
30
to
2147483
(just over 24 days;
2147483=2
31
/1,000
)
Changes Take Effect: When Stat Server is restarted
Stat Server—Deployment Guide 33
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 1: Configuration Options for the statserver Section (Continued)
Option
debug-level
Description
A comma-separated list of debug levels that you can see in the Stat Server log. This option is enabled only if you have set the verbose
common log option to all.
In graphical environments, log output often takes more than half of a server’s execution time. To maintain performance, use only the debug levels that you need and run Stat Server in the background. Also, minimize the
Stat Server window or redirect log output to a different device, such as a file. Be very careful, however, when directing log output to a file and consider the available free disk space, directory and file permissions, and possible conflicts with different software trying to use the log file at the same time.
This option was previously named
DebugLevel.
Default Value:
Init,Client,ClientX,Server,Action,Status
Valid Values: all
Synonymous
Action,SQL,Mngmnt,Java,Reset.
Action
Logs changes to the internal Stat Server object model and provides a significant source of troubleshooting data, which includes entries following every TEvent.
Client
Logs all Stat Server communication with its clients, such as the opening of statistics and all statistical values sent to the client. This value generates a large amount of data, and should be sparingly used for troubleshooting reproducible problems with statistics.
Note: Specifying this value alone no longer logs
StatValid
or
StatInvalid
messages as was done in previous releases. For
Stat Server to log equivalent messages, you must specify the
ClientX
value in conjunction with this option.
ClientX
Logs and
StatInvalid
messages to indicate whether the named statistic is valid. Specifying this value alone excludes Stat Server’s logging of other statistic-related communications, such as the opening of statistics and statistical values.
Ext
For internal use only.
34 Framework 8.0
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 1: Configuration Options for the statserver Section (Continued)
Option
debug-level (continued)
Init
Description
Java
Mngmnt
Used for capturing data related to Configuration Server that affects Stat Server, including dynamic Configuration Server changes made as Stat Server starts—such as the addition, deletion, and/or change of objects or their properties having an affect on Stat Server. This value is useful for tracking initial configuration and dynamic changes and is much more compact than the information provided in the Configuration Server log.
Genesys recommends that you always include this value in this option.
Displays information related to Java extension functionality.
Use this value only for statistics in the Outbound Contact
7.2.0
+
, MCR 7.0.1
+
, or VCB 7.1.0
+
.
Note: MCR has been renamed to eServices in release 8.0.
Displays profiling information, including the number of currently connected clients, statistics being computed at the moment, and statistics to be reported to clients.
Reset
Enables the log messages Stat Server sends to clients while sending statistics requested with a reset-based notification mode.
Server
Logs T-Server events pertaining to Stat Server. Genesys recommends that you not include this value if you maintain logs for the related T-Server(s).
SPT
Logs events related to Stat Server startup. This value is provided to maintain backward compatibility and may be eliminated in future releases.
SQL
Status
Displays the SQL statements issued if you have configured a database for Stat Server.
Logs events related to the current state of objects and is useful for troubleshooting Stat Server–Router problems.
Changes Take Effect: Immediately upon notification
Stat Server—Deployment Guide 35
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 1: Configuration Options for the statserver Section (Continued)
Option
DefaultAgentSPT,
DefaultDNSPT,
DefaultRPSPT do-backup-inbackground emulate-acw-for-mlink
Description
These options create a precedence list of actions, which Stat Server uses to assign status to DNs, agents, places, or routing points, when there is more than one action occurring at each point. The
DefaultGroupSPT
and
DefaultGroupRPSPT
options available in the initial 7.0 release and prior releases are no longer required. For information on the operating mechanism of Status Priority tables, refer to the “Object Statuses” chapter in the
Framework 8.0 Stat Server User’s Guide.
Warning! Do not change these options without consulting a Genesys technical representative.
Default Value:
...
(an ellipsis)
Valid Value: A list of actions separated by a comma or an ellipsis. If you specify a list, it overrides the list hard-coded in the Stat Server Status
Priority tables.
Changes Take Effect: When Stat Server is restarted
Specifies whether Stat Server spawns a separate thread to store statistic definitions in its backup file. If set to yes
(the default), Stat Server spawns a separate thread. If set to no,
Stat Server writes to its backup file using the main thread.
Default Value: yes
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted
Enables Stat Server support for the
AfterCallWork
(ACW) implementation in T-Server for the Nortel Meridian 1 switch.
This option has been provided to maintain backward compatibility and is necessary only if you are using a version of Mlink 6.5. You do not have to set this option for Mlink 7.0 and subsequent versions.
This option was previously named
EmulateACWForMLink.
The default template does not include this option nor does the Stat Server Wizard set it.
Default Value: no
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted
36 Framework 8.0
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 1: Configuration Options for the statserver Section (Continued)
Option
filters-allow-wildcardsin-values ignore-disabled-objectsin-group-statistics
Description
Specifies whether Stat Server accepts the wild-card characters
*
and
?
in the
<value>
argument of
PairExist
functions in filters. If set to yes,
Stat Server interprets these characters as wildcards. If set to no,
Stat Server interprets these as literal characters. Prior to release 7.5, Stat Server interpreted a
<value>
argument of
“*”
as any string and
“*”,
embedded within a string, as a literal character.
For example, Stat Server interprets the
PairExist(KY1, “Mr.*”)
function in one of two ways depending on the value of the filters-allow-wildcardsin-values
option:
• As a function whose filter returns any statistic where the values for
KY1 begin with
Mr.
, if the value of this option is set to yes.
• As a function whose filter returns only those statistics where the value for
KY1
is equivalent to the four characters
Mr.* if the value of this option is set to no.
Stat Server interprets the
PairExist(KY2, “*”)
filter as one where
KY2
is equal to any number of characters regardless of the value of this option.
Default Value: no
Valid Values: no, yes
Changes Take Effect: When Stat Server is restarted
Specifies whether Stat Server takes into account the
Person
and
Place objects that are disabled in the Configuration Layer when calculating statistics for corresponding groups of objects.
Setting this option to yes
excludes agents and places in the calculation of group status for
CurrentState
statistics as long as the relevant
Person
and
Place
configuration objects are disabled in the Configuration Layer. This option also affects any number-related group statistics in the same manner.
Genesys recommends setting this option to yes
for a Stat Server application serving Universal Routing Server, and no
(the default) for a Stat Server application serving CCPulse+ and/or CC Analyzer.
Default Value: no
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted
Stat Server—Deployment Guide 37
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 1: Configuration Options for the statserver Section (Continued)
Option
ignore-disabled-objectsin-queue-statistics ignore-off-hook-onposition
Description
Specifies whether Stat Server takes into account disabled
Person
and
Place objects when calculating certain queue statistics. When this option is set to yes,
Stat Server abstains from updating queue statistics having any of the
ActionLogin, AgentReady,
and
AgentActive
actions in the main mask while
Person
and
Place
objects continue to be disabled. When set to no,
Stat
Server considers all
Person
and
Place
objects—disabled or enabled—and all masks in computations of queue statistics.
Note: The aforementioned statistics are such that actions are propagated from a place to a queue only when an agent is logged on to the place and either of the following:
• Both the agent and place are enabled, in which case the value of this configuration option is irrelevant.
• The agent and/or place is disabled and the value of this option is set to no.
Default Value: no
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted
Specifies whether to ignore
On-Hook/Off-Hook
events on
Position
DNs. If set to yes
,
On-Hook/Off-Hook
events are ignored on
Position
DNs. Use this option if your version of T-Server does not properly propagate
On-Hook
or
Off-Hook
TEvents.
This option was previously named
IgnoreOffHookOnPosition.
Default Value: no
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted this figure in the operand of the formula for calculating load-balancing of all mediation DNs that Stat Server monitors. Refer to the
LoadBalance statistical category in the Stat Server User’s Guide for more information about this formula.
You can also configure this value within the application options of mediation DN objects. Values specified at the mediation DN level supersede the value specified within the Stat Server
Application
object for that mediation DN. Refer to
page 60 of this document for information about
configuring this option for mediation DNs.
Prior to release 8.0, this value was hard-coded at
90
seconds.
Default Value:
90
Valid Values: Positive integers less than
4294967296
(
2
32
)
Changes Take Effect: When Stat Server is restarted (for the global loadbalance-aht
option).
38 Framework 8.0
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 1: Configuration Options for the statserver Section (Continued)
Option Description
management-port Specifies the TCP/IP port that Stat Server reserves for connections that its
SNMP Option Management Client establishes.
Warning! You must specify a value for this option if you are using an
SNMP connection. Do not change the value for this option while Stat Server is running.
Default Value:
3031
Valid Values: Any available TCP port (Integers
0
through
65535
)
Changes Take Effect: When Stat Server is restarted max-client-connections Specifies the maximum number of clients that can be connected to
Stat Server at any given time. The default value,
-1,
or
0
(zero) indicates that an unlimited number of clients can be connected to Stat Server.
Default Value:
-1
Valid Values:
-1, 0,
or any positive integer less than
2147483648
(
2
31
)
Changes Take Effect: When Stat Server is restarted nec-position-extensionlinked
Specifies whether Stat Server applies a special model when processing aftercall work (ACW) notifications from NEC T-Server. This model, normally used with Meridian T-Server, consists of Position and Extension DNs linked together in Stat Server logic when they belong to the same phone. Refer to the Framework 8.0 Stat Server User’s Guide for a description of the
AfterCallWork
action and models for its generation.
The option name is case-insensitive.
Default Value: no
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted old-stats-remove-interval Sets the amount of time, in minutes, that unused statistics should continue to calculate on Stat Server. A value of
0
causes Stat Server to close a statistic as soon as the application requesting it closes its request or disconnects.
This option was previously named
OldStatsRemoveInterval.
The default template does not include this option nor does the Stat Server Wizard set it.
The internal, hard-coded default value is
4320
(three days).
Default Value:
4320
Valid Values: Integers
0
through
2147483647
(
2
31
-1
)
Changes Take Effect: When Stat Server is restarted
Stat Server—Deployment Guide 39
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 1: Configuration Options for the statserver Section (Continued)
Option Description
position-extension-linked Specifies how Stat Server interprets the status of a place and an agent when the place contains a position and an extension that belong to the same switch.
By default ( yes
), the status of a DN of the
Extension
type affects the place status under these conditions:
• An agent is logged in at the DN of the
Position
type that belongs to the same place.
• An agent may or may not be logged in at the DN of the
Extension
type.
With the option set to no,
the status of the DN of the
Extension
type affects the place status under these conditions:
• An agent may or may not be logged in at the DN of the
Position
type that belongs to the place.
• An agent must be logged in at the DN of the
Extension
type.
Default Value: yes
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted queue-use-pseudoactions
Restricts Stat Server’s use of the following mediation DN actions to unfiltered statistics defined using the
CurrentNumber
or
CurrentRelative
NumberPercentage
statistical categories:
•
DNLogin
•
DNActive
•
DNReady
•
AgentLogin
•
AgentActive
•
AgentReady
If set to true,
Stat Server enables this restriction and minimizes the possible overhead that could results in environments that contain a large number of origination DNs assigned to
GroupPlaces
or
GroupAgents
objects. If set to false,
all statistical categories and filters will be applicable to the listed actions.
Default value: false
Valid values: true, false
Changes take effect: Upon restart of Stat Server
40 Framework 8.0
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 1: Configuration Options for the statserver Section (Continued)
Option
reconnect-timeout reg-delay reg-dns-chunk-delay reg-dns-chunk-volume
Description
Indicates the time interval, in seconds, between Stat Server attempts to reconnect to a T-Server or DB Server if either is disconnected or not running.
This option was previously named
reconnect_timeout
(spelled with an underscore).
Default Value:
10
Valid Values: Positive integers less than
4294967296
(
2
32
); Stat Server sets any negative or
0
values that you might configure to
1.
Changes Take Effect: When Stat Server is restarted
Causes Stat Server to wait the specified number of seconds before registering DNs that have been added in Configuration Manager.
This option was previously named
reg_delay
(spelled with an underscore).
Default Value:
3
Valid Value:
0
(zero) or positive integers less than
4294967296
(
2
32
)
Changes Take Effect: When Stat Server is restarted
Specifies the interval, in seconds, between two subsequent DN registration requests. Stat Server waits for the specified interval before sending a request to T-Server to register a subsequent set of DNs, thus allowing T-Server to process the previous request.
In a large configuration environment, use this option in conjunction with
to optimize DN registration at Stat Server startup.
Default Value:
10
Valid Values: Positive integers less than
4294967296
(
2
32
)
Changes Take Effect: When Stat Server is restarted
Specifies the number of DNs that Stat Server submits in a single registration request to T-Server. Instead of trying to register for all configured DNs at once, Stat Server divides the DN registration among several requests, each for the specified number of DNs.
In a large configuration environment, use this option in conjunction with
to optimize DN registration at Stat Server startup.
Default Value:
1000
Valid Values: Any positive integer less than
2147483648
(
2
31
)
Changes Take Effect: When Stat Server is restarted
Stat Server—Deployment Guide 41
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 1: Configuration Options for the statserver Section (Continued)
Option
send-timeout show-attached-data suppress-agent-statusupdates-for-ixn-server suppress-user-data
Description
Specifies the interval, in seconds, that Stat Server keeps client requests in the output queue. When this timeout expires for a given client request,
Stat Server disconnects this client as being “too slow.” Consider increasing this option’s value in an environment with a slow network or where client disconnects are frequent.
Default Value:
300
Valid Values:
0-3600
(1 hour)
Changes Take Effect: When Stat Server is restarted
If set to yes,
Stat Server outputs call-extracted
UserData
to the Stat Server log. If set to no,
Stat Server stops outputting attached data to its log—regardless of the log-level setting ( trace, debug,
and so forth).
T-Server propagates attached data (
UserData
) by way of TEvents; this data is used for internal computations.
To output
UserData
to the log, in the
Filters
section of the Stat Server application object, add a
PairExist(“key”,”value”)
filter where key
is the name of the
UserData
key; value
may denote a specific value or
“*”.
Setting this option does not affect Stat Server’s processing of
UserData
. For memory, performance, and security reasons, however, Stat Server strips away any attached data that is not directly used for internal computations.
Refer to the
UserData
property in the “Call Properties” table of the Stat
Server User’s Guide for more information.
Default Value:
no
Valid Values:
no, yes
Changes Take Effect: Immediately upon notification
Enables suppression of
EventCurrentAgentStatus
notifications by Stat
Server in environments that deploy multiple Stat Server applications.
Disabling this statistic request from select clients avoids situations in which
Stat Server clients receive multiple and identical notifications about current status for the same agent.
Default Value:
no
Valid Values:
no, yes
Changes Take Effect: Immediately upon notification
You configure this option in the
[statserver]
section on the
Annex
tab of
switch and/or DN objects. Refer to “To Suppress the Transmission of
Attached Data” on page 58 for the description and permissible values of this
option.
42 Framework 8.0
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 1: Configuration Options for the statserver Section (Continued)
Option Description
vag-statistics-activeagents-only vq-treat-unknown-thirdparty-dn-as-agent-dn
Limits the membership of virtual agent groups to only those active agents satisfying a particular script condition. (An active agent is
Person
object that has been enabled in Configuration Server.)
Default Value: no
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted vq-ignore-third-party-dn Controls
ThirdPartyDN
attribute of
EventDiverted
TEvents to determine the DN to which a call was diverted from a given virtual queue.
Default Value: true
Valid Values: true, false
Changes Take Effect: When Stat Server is restarted
Indicates whether Stat Server generates the
CallAnswered
action for virtual queue objects in the following scenario:
1. Stat Server receives an
EventDiverted
TEvent for the virtual queue.
2. The
ThirdPartyDN
attribute value of this TEvent contains the ID of an unknown DN—one that is monitored by a switch other than that to which the virtual queue belongs.
3. The call is subsequently routed to an agent.
If this option is set to true,
Stat Server generates the
CallAnswered
action under the preceding circumstances. If this option is set to false,
Stat Server does not generate this action under the same circumstances.
If the
ThirdPartyDN
attribute value is null or contains an ID that coincides with that of the answering DN, Stat Server generates the
CallAnswered action on virtual queue objects, regardless of this option’s setting.
Note: The vq-ignore-third-party-dn
false
in order for Stat Server to consider the value of this option.
Default Value: yes
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted
Stat Server—Deployment Guide 43
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 2: Configuration Options for Operating Stat Server with a Database
Option Description
binding-threshold Specifies the number of records in a binding block—that is, the number of records to be sent to the DBMS simultaneously. This option is enabled only if you have set the value of the
yes
.
The default template does not include this option, nor does the Stat Server
Wizard set it. The value of this option has no effect for Informix RDBMSs.
Default Value:
10
Valid Values: Any positive integer less than
2147483648
(
2
31
)
Changes Take Effect: When Stat Server is restarted enable-binding Specifies whether to enable binding functionality. By default, Stat Server uses a regular method of sending requests. If you set the value of this option to yes,
Stat Server uses binding for sending requests. This option works in conjunction with the
supported for Oracle, Microsoft SQL, Sybase, and DB2 relational database management systems. The default template does not include this option nor does the Stat Server Wizard set it.
This option was previously named
OracleBinding.
Default Value: no
Valid Values: yes, no
Changes Take Effect: Immediately upon notification ixn-id-in-status-table Specifies
IxnID
field for records written to the
STATUS
table. If you set this option to off,
or if you do not configure this option, the
IxnID
field will be null. This field provides functionality, comparable to connection IDs for calls, for Multimedia interactions that rely predominantly on the number generated by Interaction
Server for identification in the interaction flow.
Note: If you set this option to on,
consider also setting the
multimediaactivity-in-status-table
yes,
so that Stat Server will record information about the status of multimedia interactions in the other fields of the
STATUS
table.
Default Value: off
Valid Values: on, off
Changes Take Effect: Immediately upon notification
Refer to Appendix A, “Physical Data Models for Stat Server Tables” on page 105
for a complete description of the
STATUS
table.
Warning! To avoid data loss, do not change the setting of this option in runtime if you have also set enable-binding
to yes.
44 Framework 8.0
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 2: Configuration Options for Operating Stat Server with a Database (Continued)
Option Description
local-time-in-status-table Specifies whether to populate the
StartLocalTime
and
EndLocalTime fields in the
STATUS
table. If you set the value of this option to off,
or if you do not specify a value, the
StartLocalTime
and
EndLocalTime
fields will contain no data. For Solution Reporting applications, set this option to off
; such reports do not use the local time fields, and setting this option to on could impact performance. When setting this option to on,
also set the time-format
option to the desired format. Refer to page 110 for a complete
description of the
STATUS
table.
This option was previously named
LocalTimeInStatusTable.
Default Value: off
Valid Values: on, off
Changes Take Effect: Immediately upon notification
Warning! To avoid data loss, do not change the value of this option in runtime if you have also set
yes.
login-table Specifies whether Stat Server writes records about login and logout
TEvents directly to the
LOGIN
table in the Stat Server database. Refer to
for a complete description of this table.
This option was previously named
LoginTable.
Default Value: off
Valid Values: on, off
Changes Take Effect: Immediately upon notification max-unsent-sqlstatements
Specifies the maximum number of SQL statements that Stat Server is allowed to maintain in memory. As soon as Stat Server’s connection to the
RDBMS is broken, Stat Server starts storing SQL statements in memory.
These statements will be issued against the Stat Server database once the connection is restored. If the number of SQL statements in memory exceeds the value specified by this option, data loss may result.
To avoid data loss, Stat Server must remain connected to DB Server for the entire period that DB Server submits records to the RDBMS. Your addp timeout for connection from Stat Server to DB Server should be set as large as possible to prevent disconnection by addp. Refer to the Framework 8.0
Configuration Options Reference Manual for information about setting addp.
Stat Server—Deployment Guide 45
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 2: Configuration Options for Operating Stat Server with a Database (Continued)
Option
max-unsent-sqlstatements (continued) multimedia-activity-instatus-table qinfo-table
Description
If the number of SQL statements in memory ever exceeds this option’s value, data loss of the entire memory pool will result and the accumulation of SQL statements will begin anew.
Please be aware that setting this option’s value too high may cause your system to run out of memory. Configure this option in conformance with the amount of RAM installed on the machine where Stat Server operates.
If you specify any value that is less than the default (
100000
), Stat Server resets it to
100000.
Default Value:
100000
(SQL statements)
Valid Values: Integers greater than or equal to
100000
and less than
2147483648
(
2
31
).
Changes Take Effect: When Stat Server is restarted
Specifies whether multimedia-related actions are counted while computing status values that are written to the
STATUS
table. (For a complete classification of actions, refer to the Stat Server User’s Guide.) If this option is set to no,
Stat Server ignores multimedia-related actions in its computation of place and agent status.
Stat Server also reads the value of the multimedia
configuration option in the
TServer
section of the monitored DN (whose type is
Extension
) to determine whether the corresponding DN is a multimedia DN, capable of processing interactions of different media types, such as those DNs that are
controlled by a SIP-compliant T-Server. Refer to page 58
for more information.
Note: If you set this option to yes,
you might also consider setting the ixnid-in-status-table
yes
so that Stat Server populates the
IxnID
field for multimedia interactions.
Default Value: yes
Valid Values: no, yes
Changes Take Effect: When Stat Server is restarted
Specifies whether Stat Server writes records about queue statuses directly to the
QINFO
table. Refer to
page 109 for a complete description of this table.
This option was previously named
QInfoTable.
Default Value: off
Valid Values: on, off
Changes Take Effect: Immediately upon notification
46 Framework 8.0
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 2: Configuration Options for Operating Stat Server with a Database (Continued)
Option
status-table status-table-update-endtime-at-end-only time-format
Description
Specifies whether Stat Server writes records about agent statuses directly to the
STATUS
table. Refer to page 110 for a complete description of this table.
This option was previously named
StatusTable
.
Default Value: off
Valid Values: on, off
Changes Take Effect: Immediately upon notification
Setting this option to on
enables Stat Server to set the
EndTime
and
EndLocalTime
fields of the
STATUS
table to
0
(zero) during updates, provided that the corresponding status has not yet ended. A zero value implies
0
for integer fields and
““
(empty string) for character fields.
As soon as the statuses complete, Stat Server updates those fields with the time when the statuses ended.
Default Value: no
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted
Specifies the time format of data stored in the
StartLocalTime and
EndLocalTime
fields in the
STATUS
table. You must set the local-time-instatus-table
yes
to use the time-format option.
The format string consists of one or more codes preceded by a percent sign
(%). Character strings that do not begin with % are copied unchanged to strDest.
This option was previously named
TimeFormat.
Default Value:
%m/%d/%Y %H:%M:%S
Valid Values: See Table 3 on page 49 for a complete listing and description
of valid time formats.
Changes Take Effect: When Stat Server is restarted
This option was previously named
TimeFormat.
Example
Suppose you are using the default time format
%m/%d/%Y %H:%M:%S.
If the start time for a particular state is Tuesday, January 1, 1999, at 3 PM and 10 seconds, character data stored in the
STARTLOCALTIME field in the
STATUS table is stored a s 01/01/1999 15:00:10.
Changing the format codes for the date in the
time-format option to
%Y/%m/%d means the date is stored in the international date format as
1999/01/01.
Spaces can also be used. For example,
%Y %m %d would be stored as
1999 01 01.
Stat Server—Deployment Guide 47
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 2: Configuration Options for Operating Stat Server with a Database (Continued)
Option
use-server-id voice-reasons-table warn-unsent-sqlstatements
Description
This option prevents constraint-violation errors from occurring in a database when more than one Stat Server application attempts to write to the same database. If only one Stat Server application writes to the same database table or you have set the value of the
option (see
no,
you do not have to specify a value for this option. The default template does not include this option nor does the Stat Server
Wizard set it.
To set this option, enter any number from
0
to
63.
Use a different value for each Stat Server application that writes to the same database table. Each
Stat Server application uses its assigned value to generate internally stored
IDs.
Note: Configure this option only for those Stat Server applications writing to the same database and monitoring different switches. Do not configure
Stat Server applications to write to the same database if they monitor the same switches.
This option was previously named
UseServerID.
Default Value: No default value
Valid Value: Any integer from
0
(zero) to
63
Changes Take Effect: Immediately upon notification
Specifies whether Stat Server stores the reasons for agents to change or continue
Ready
and
NotReady
states and
AfterCallWork
work mode. If this option is set to yes,
Stat Server writes the reasons records directly to the
VOICE_REASONS
table. Refer to
page 112 for a description of this table.
Default Value: no
Valid Values: yes, no
Changes Take Effect: Immediately upon notification
Defines the threshold upon which Stat Server begins logging warning messages about the number of unsent SQL statements.
To avoid data loss, Stat Server must remain connected to DB Server for the entire period that DB Server submits records to the RDBMS. Your addp timeout for connection from Stat Server to DB Server should be set as large as possible to prevent disconnection by addp.
Default Value:
5000
(SQL statements)
Valid Values: Any positive value, both less than
2147483648
(
2
31
) and less
than the value specified by the max-unsent-sql-statements (continued)
configuration option.
Changes Take Effect: When Stat Server is restarted
48 Framework 8.0
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 3 lists the valid time-format codes you can use with the
time-format configuration option.
Table 3: Valid Time-Format Codes
Format Code
%a
Description
Abbreviated weekday name
%A
%b
%B
%c
%d
%H
%I
%j
%m
%M
%p
%S
%U
Full weekday name
Abbreviated month name
Full month name
Date and time representation appropriate for locale
Day of month as a two-digit number (
01
–
31
)
Hour in 24-hour format
(00
–
23
)
Hour in 12-hour format (
01
–
12
)
Day of year as a three-digit number (
001
–
366
)
Month as a two-digit number (
01
–
12
)
Minute as a two-digit number (
00
–
59
)
Current locale’s AM/PM indicator for 12-hour clock
Second as a two-digit number (
00
–
59
)
%w
%W
%x
%X
%y
%Y
%z, %Z
Week of year as a two-digit number, with Sunday as the first day of week (
00
–
51
)
Weekday as a one-digit number (
0
–
6
; Sunday is
0
)
Week of year as a two-digit number, with Monday as first day of week (
00
–
51
)
Date representation for current locale
Time representation for current locale
Year without century, as a two-digit number (
00
–
99
)
Year with century, as a four-digit number (
1970
– x
)
%%
Time-zone name or abbreviation; no characters, if time zone is unknown
Percent sign
Stat Server—Deployment Guide 49
Chapter 5: Fine-Tuning Stat Server Configuration StatServer Section
Table 3: Valid Time-Format Codes (Continued)
Format Code
%#c
Description
Long date and time representation, appropriate for current locale; for example,
Wednesday, March 14,
2001, 12:41:29
%#x
#
Long date representation, appropriate to current locale; for example,
Wednesday, March 14, 2001
The pound sign (#) can precede any formatting code.
This changes the meaning of the format code as shown in entries with the pound sign in this table.
Notes:
• The pound sign is ignored in these format codes:
%#a,
%#A, %#b, %#B, %#p, %#X, %#z, %#Z, %#%
• The pound sign in these format codes removes any leading zeroes:
%#d, %#H, %#I, %#j, %#m, %#M, %#S,
%#U, %#w, %#W, %#y, %#Y
Table 4: Java-Related Options in the [statserver] Section
Option
debug-level enable-java
Description
Adding
Java
to the value of this option enables Stat Server to log messages that are related to Java extension functionality. For the complete
description of this option, see page 34 .
When you set the value of this option to true,
Stat Server tries to load
JVM at startup.The jvm-path
configuration option described on
defines the location of JVM. If you set this value to false
at Stat Server startup, but later set it to true,
Stat Server attempts to load JVM at runtime.
Note: Stat Server ignores the change in setting from true
to false.
To unload JVM, you must stop Stat Server.
Default Value: false
Valid Values: true, false
Changes take effect: When Stat Server is restarted
50 Framework 8.0
Chapter 5: Fine-Tuning Stat Server Configuration Java Sections
Java Sections
Note:
For this Stat Server release, Java functionality is reserved for use in conjunction with Genesys-provided reports for Outbound Contact, eServices (formerly known as Multimedia), and the Voice Callback option of Enterprise Routing.
Upon startup, Stat Server reads the enable-java
configuration option to determine whether SSJE (Stat Server Java Extension) functionality is enabled.
If the value of this option is true,
Stat Server processes the information specified in the following Stat Server sections:
•
[java-config]
•
[jvm-options]
•
[java-extensions] using the following high-level procedure:
1. Stat Server verifies that the
[java-config]
section exists.
2.
Stat Server verifies that the jvm-path option within that section has been specified.
3.
Stat Server verifies that the
[jvm-options]
section exists.
4.
If all three are true, Stat Server loads Java Virtual Machine (JVM) from the path specified by jvm-path using any options you may have specified within the
[jvm-options]
section.
For Stat Server to be able to load JVM, environment variables should be set appropriately on the host for your operating system, including:
LD_LIBRARY_PATH for all UNIX platforms (except AIX).
LIBPATH
for AIX.
PATH
for Microsoft Windows.
The path to <JDK HOME>/jre/bin/ should be included within the value of the preceding environment variables.
5.
Stat Server loads Java classes from the Genesys Platform SDK
( kv65_adapter.jar
and kvlists.jar
) and from the Stat Server Java SDK
( statserver.jar
and statserver_impl.jar
).
6.
Stat Server loads the Java libraries indicated by the java-libraries-dir configuration option of the
[java-config]
section.
7.
If Stat Server successfully loads the Java host environment, Stat Server next tries to load Java Extensions (specified by the java-extensions-dir configuration option of the
[java-config]
section) from archives specified in the [java-extensions] section.
Stat Server—Deployment Guide 51
Chapter 5: Fine-Tuning Stat Server Configuration Java Sections
8.
Stat Server takes the initial parameters for each
<extension.jar>
extension from the section where java-extension-jar=<extension.jar>,
and uses them for this extension execution.
Each Java configuration section is further described in
configuration options for which you specify true/false
values, any of the following additional values are also valid:
•
yes/no
•
y/n
•
1/0
•
on/off
These alternates may not be indicated in the table.
Table 5: Java Sections and Pertinent Configuration Options
Description Option java-config Section
java-extensions-dir java-libraries-dir java-extension-loadingtimeout
The value of this option must contain the path to the directory where all
Java Extensions are stored.
Default Value:
./java/ext
Valid Value: Any valid, fully specified directory path
Changes Take Effect: Upon Stat Server restart, or upon setting the enablejava
configuration option to true.
The value of this option must contain the path to the directory where all
Java libraries are stored.
Default Value:
./java/lib
Valid Value: Any valid, fully specified directory path
Changes Take Effect: Upon Stat Server restart, or upon setting the enablejava
configuration option to true.
Specifies the length of time, in seconds, that Stat Server allocates for loading Java Extensions. If an Extension does not load within this timeout,
Stat Server sends a message to its log indicating this. Stat Server makes no further attempts to load the Extension during runtime.
Default Value:
20
Valid Values: Any positive integer less than
2147483648
(
2
31
)
Changes Take Effect: Upon Stat Server restart, or upon setting the enablejava
configuration option to true.
Only under rare circumstances should you change this option, such as if your particular Java Extension is very large or if its execution is very time consuming.
52 Framework 8.0
Chapter 5: Fine-Tuning Stat Server Configuration Java Sections
Table 5: Java Sections and Pertinent Configuration Options (Continued)
Option
jvm-path
Example 1
Contains the path to Java Virtual Machine: Stat Server supports JDK version 1.4 or 1.5.
• jvm.dll
on Windows
• libjava.so, libjvm.so, libjvm.a,
or libjvm.sl
on Unix
Default Value:
“”
(Empty string)
Valid Value: Any valid, fully specified path (including file name) to the particular file
Changes Take Effect: Upon Stat Server restart, or upon setting the enablejava
configuration option to true.
jvm-options Section
The configuration options you specify for this section correspond to the Java executable ( java.exe
on
Windows, java
on UNIX), and command-line options specific to your branch and version of JVM. Refer to your JVM documentation to find out its applicable configuration options. For Solaris platforms, set the stack space to at least 4,096K. For example, for HotSpot JVM, configuring the following would accomplish this:
-XX:ThreadStackSize=4096
Note that Genesys neither recommends nor endorses any particular JVM.
Configuration options follow the
Name/Value
format used in other Stat Server sections, where
Name
is the name of the Java command-line option. If you specify a value for a named configuration option in this section, Stat Server converts the two to
Name=Value
before passing the option to JVM. If you do not specify a value, Stat Server passes the name only.
Assume that foo
is a valid option requiring a value for your Java application. To specify a value of some string,
create the following configuration option within the
[jvm-options]
section of your Stat Server application.
Name = -Dfoo
Value = “some string”
Note: Include quotes in the value’s definition if JVM requires them on the command line.
Example 2
Description
This example demonstrates how to configure an option—the Java HotSpot
Client VM—which does not require a value.
Name = -Client
Note: You must include the hyphen if JVM requires it.
Value = <null>
Stat Server—Deployment Guide 53
Chapter 5: Fine-Tuning Stat Server Configuration Java Sections
Table 5: Java Sections and Pertinent Configuration Options (Continued)
Option java-extensions Section
Default behavior creates neither this section nor any of its configuration options. You must manually add the section to the Stat Server
Application
object and provide an arbitrary section name. Use this section to pass initialization parameters to the Java Extension.
<filename>.jar
Description
<filename>.jar
(continued)
The name of this Java configuration option is the relative path of the Java
Extension jar archive with respect to the SSJE installation directory described with [ java-config]/java-extensions-dir.
The resulting combined path should point inside the SSJE installation directory (note that on UNIX systems, all symbolic links are resolved). Otherwise, Stat Server logs a security violation message and does not load the corresponding SSJE.
Furthermore, if Stat Server cannot match the resulting path to any existing
Java Extension configured to be loaded, Stat Server ignores the content of this entire section.
The corresponding value is either false
(indicating that Stat Server is not to consider this particular Java Extension) or true
(indicating that it is). The path is relative to that specified by the java-extensions-dir
configuration option described on
ext1.jar
or subdir3/ext3.jar.
If you initially do not set this option when Stat Server first starts, but later set it, Stat Server attempts to dynamically load the extension at runtime.
Refer to How to Configure a Particular Java Extension below for additional
information.
Default Value: No default value
Valid Values: false, true
Changes Take Effect: during Java Extension initialization phase
If, during the configuration of your Stat Server
Application
object using the Stat Server Wizard, you select the eServiceContactStat
check box, the wizard adds the eServiceContactStat.jar
option to this section with a yes value. If you clear the check box, the wizard adds the option with a no value.
Likewise, the Stat Server Wizard adds the eServiceInteractionStat.jar
option to this section with either a yes
or no
value, depending on whether you select or clear the eServiceInteractionStat
check box.
54 Framework 8.0
Chapter 5: Fine-Tuning Stat Server Configuration Java Sections
Table 5: Java Sections and Pertinent Configuration Options (Continued)
Option Description
<Name> <Value>
You can specify additional configuration options following the
Name/Value format used in other Stat Server sections, where
Name
is name of the parameter to be passed to SSJE and
Value
is the parameter’s value. If you do specify a value for a parameter in this section, Stat Server converts the
Name/Value
pair to
Name=Value
before passing it to SSJE. If you do not specify a value, Stat Server passes only the name.
Default Value: No default value
Changes Take Effect: during Java Extension initialization phase
How to Configure a Particular Java Extension
When Stat Server loads SSJE, Stat Server passes a set of parameters during the initialization phase. To specify those parameters in Stat Server, follow these steps:
1. Create a new configuration section, with an arbitrary name, on the
Stat Server Options tab in Configuration Server.
2.
Within this section, create the java-extension-jar
option and, as its value, specify the relative path of the corresponding SSJE jar archive with respect to the SSJE installation directory; for example,
MySSJE.jar.
3.
Add any other options to this section. Stat Server passes the corresponding name:value
pairs to SSJE during the initialization phase.
How to Configure a Particular Java Extension
Stat Type
Some Stat Server clients (such as CC Analyzer) require an explicit statistical type (stat type) configuration in Configuration Server. Java stat types are configured slightly differently than regular stat types. To configure a particular stat type defined in a Java Extension:
1. Create a new section, with an arbitrary name, on the Stat Server
Options tab in Configuration Server.
2.
Within the newly created section, create these new mandatory options:
Category
Objects
JavaSubCategory
The first two are standard for all stat types. (Refer to the “Statistical Type
Sections” section in the Framework 8.0 Stat Server User’s Guide for a description of these and other options.)
Stat Server—Deployment Guide 55
Chapter 5: Fine-Tuning Stat Server Configuration Java Sections
The value of the third option must have the format extension-jarpath:stat-type-name,
where: extension-jar-path
is the relative path of the Java Extension jar archive with respect to the SSJE installation directory described by
[ jvm-options]/java-extensions-dir.
stat-type-name
is the name of the stat type residing in SSJE.
3.
Add any other options to the newly created section. Stat Server will pass the corresponding name
: value
pairs to SSJE whenever the statistics associated with this corresponding stat type are requested.
56 Framework 8.0
Chapter
6
Other Factors Affecting
Stat Server
Stat Server receives events from the Genesys applications that are configured in Stat Server’s application connections and processes them within the confines of Stat Server’s configuration. In addition, Stat Server directly reads general information about the switch underlying these applications. Stat Server uses this information, in part, to determine which action(s) to generate and report to its clients. Though Stat Server does not read the values of the configuration options of such applications, Stat Server does consider certain attributes about these applications (such as their type and version) in its handling of events that originate from these applications.
Note:
For the purpose of this chapter, DNs and switches are not considered to be applications. However, Stat Server does read the configuration options of these objects to provide certain functionality.
This chapter describes factors other than Stat Server’s own configuration that have an impact on Stat Server output. This chapter contains the following sections:
Stat Server Reads Switch and DN Attributes, page 58
Stat Server Reads Resource Attributes, page 59
Stat Server Reads Virtual Agent Group Definitions, page 60
Stat Server Reads Mediation DN Attributes, page 60
For information about manipulating Stat Server behavior via the configuration of the Stat Server
Application
object, refer to the previous chapter “ Fine-
Tuning Stat Server Configuration ” on page 29
.
Stat Server—Deployment Guide 57
Chapter 6: Other Factors Affecting Stat Server Stat Server Reads Switch and DN Attributes
Stat Server Reads Switch and DN Attributes
To Determine Capacity and Impact Routing of Interactions to
Multimedia DNs
In support of reporting for multimedia DNs, whenever Stat Server detects a multimedia DN, Stat Server now reads the DN’s attributes, and those of its switch, to determine whether the DN is capable of handling multiple, simultaneous interactions of differing media types. Stat Server looks for the following:
•
A DN switch type of either of the following:
VoIPSMCPSwitch
( Voice over IP SMCP Switch in Configuration Manager).
SIPSwitch
( SIP Switch in Configuration Manager)
•
A DN type of
CFGExtension
(
Extension
in Configuration Manager)
•
A value of yes
in the [
TServer
]/ multimedia
configuration option for the
DN. (This option is defined on the Annex tab of the DN object in
Configuration Manager.)
•
Version 7.6.x or greater of T-Server, if the switch type is
SIPSwitch.
Stat Server uses the switch’s media attributes as the default for all
Extension
DNs that belong to it.
If these criteria are met, Stat Server supports routing of interactions with chat or voice
media types to multimedia DNs. (For more information on this subject, refer to “Capacity Planning for Multimedia DNs” in the Genesys
Resource Capacity Planning Guide.) Prior to release 7.6, Stat Server supported routing of voice
interactions only to such DN types.
To Suppress the Transmission of Attached Data
For the switches and DNs that Stat Server monitors, Stat Server checks the
[statserver]
section of the
Annex
tab for the value of the suppress-user-data configuration option. The value of this option determines whether Stat Server should transmit call-extracted attached data to Stat Server clients for the particular DN on which the option was set or for all DNs registered on a switch. Setting this option is useful for reducing network traffic in environments where many Stat Server applications are connected to a single
T-Server, for example, and where each Stat Server application in such a scenario serves a different business purpose.
A value of no (the default value) indicates that Stat Server will continue to receive
attached
data (and transmit attached data to its clients). If the option value is set to yes,
however, T-Server will not send any
EventAttachedData
TEvents or
AttributeUserData
attributes of any other TEvent to Stat Server;
58 Framework 8.0
Chapter 6: Other Factors Affecting Stat Server Stat Server Reads Resource Attributes and, as a result, Stat Server will not transmit userdata, for the associated DN or switch object, to its clients.
If this option is defined for a particular DN, its value overrides any value that may be specified at the switch. Dynamic changes to this option take effect upon DN re-registration.
Note:
The selective suppression of attached data is possible only with
T-Server release 7.6 and later.
For Processing Stuck Calls and ACW Notifications
In addition, Stat Server regularly references a switch’s type and a DN’s type to perform many other operations, such as checking for stuck calls or processing
ACW notifications.
Stat Server Reads Resource Attributes
To Determine Which Objects Are Enabled
To calculate group- and queue-related statistics, Stat Server considers whether member
Person
and
Place
objects have been enabled in Configuration Server, depending on the values of the ignore-disabled-objects-in-group-statistics and ignore-disabled-objects-in-queue-statistics
Stat Server configuration
). This property of contact center resources is but one attribute that Stat Server directly reads about configuration objects.
To Determine if Origination DNs Are Configured
Stat Server, also reads the properties of agent group and place group objects to determine if origination DNs have been configured therein (on the
Advanced tab of the object’s properties in Configuration Manager). If configured, Stat
Server reflects the events occurring at these origination DNs for agent group and place group statistics computations—Stat Server also generates retrospective, interaction-related actions reflecting regular DNs onto these origination DNs.
Stat Server—Deployment Guide 59
Chapter 6: Other Factors Affecting Stat Server Stat Server Reads Virtual Agent Group Definitions
Stat Server Reads Virtual Agent Group
Definitions
To Determine Group Membership
For agent group objects, Stat Server also reads the script configuration option
(located in the virtual
section of the
Annex
tab) to determine the objects to which actions apply. Refer to the “Virtual Agent Groups” chapter of the
Framework 8.0 Stat Server User’s Guide for more information about how to define this object.
Stat Server Reads Mediation DN Attributes
To Determine Average Handling Time
When calculating statistics for URS so that it can balance call loads over several mediation DNs, Stat Server reviews each mediation DN’s setting of average handling time, which is configured through use of the load-balanceaht
option in the
[statserver]
section on the
Annex
tab of mediation DN objects. Values specified at the mediation DN–level supersede the global value, which is controlled and set within the Stat Server
Application
object, and the same range of values apply. See the description of the load-balanceaht
Stat Server configuration option on page 38
.
Dynamic changes to this option, at the mediation DN level, take effect immediately upon notification of mediation DN re-registration.
60 Framework 8.0
Chapter
7
Common Log Options
This chapter describes log configuration options that are common to all
Genesys server applications and applicable to any Framework server component. This chapter includes the following sections:
Log-Filter-Data Section, page 80
Mandatory Options
You do not have to configure any common log options to start Server applications.
Log Section
You must name this section log.
Table 6
lists the log configuration options available to you. Note that to use these options, you must actively set them, either using the Stat Server Wizard or manually on the Options tab of the Stat
Server
Application
object within Configuration Manager. The default
Stat Server application template includes only the verbose
option.
Stat Server—Deployment Guide 61
Chapter 7: Common Log Options Log Section
Table 6: Log Options
Option
verbose buffering
Description
Determines whether a log output is created. If it is, this option specifies the minimum level of log events generated. The log events levels, starting with the highest-priority level, are standard, interaction, trace,
and
debug.
Refer to
“Log Output Options” on
for more information.
Default Value: all
Valid Values: all
All log events (that is, log events of standard, trace, interaction, alarm,
and
debug levels) are generated if you set the
debug-level
option in the statserver
section to all.
The same as all.
debug trace
Log events of trace
and higher levels (that is, log events of standard
and interaction
levels) are generated, while log events of the debug
level are not.
interaction
Log events of the interaction
and higher levels (that is, log events of standard level) are generated, while log events of the trace
and debug
levels are not generated.
standard
Log events of the standard
level are generated, while log events of the interaction, trace,
and debug
levels are not generated.
none
Produces
Changes Take Effect: Immediately
Refer to the Framework 8.0 Management Layer User’s Guide or to Framework 8.0
Solution Control Interface Help for more information on the standard, trace, interaction,
and debug
log levels.
Turns operating system file buffering on or off. This option applies only to stderr and stdout
). Setting this option to true
increases output performance.
Note: When you enable buffering, messages may appear at the console with delay.
Default Value:
true
Valid Values: true buffering false
Changes Take Effect: Immediately
62 Framework 8.0
Chapter 7: Common Log Options Log Section
Table 6: Log Options (Continued)
Option Description
segment Specifies whether there is a segmentation limit for a log file. If there is, this option sets the mode of measurement along with the maximum size. If the current log segment exceeds the size set by this option, the current file is closed and a new file is created. Stat Server ignores this option if log output is not configured to be sent to a log.
Default Value: false
Valid Values: false
<number> KB or
<number>
Sets the maximum segment size in kilobytes. The minimum segment size is 100 KB.
<number> MB
Sets the maximum segment size in megabytes.
<number> hr
Sets the number of hours for the segment to stay open. The minimum number is 1 hour.
Changes Take Effect: Immediately keep-startup-file Specifies whether a startup segment of the log, containing the initial T-Server configuration, is to be kept. If it is, you can set this option to true
or to a specific file size. A true
setting means that the size of the initial segment will be equal to the size of the regular log segment defined by the segment
).
Stat Server ignores this option if you set the segment
option to false.
Default Value: false
Valid Values: false true
No startup segment of the log is kept.
A startup segment of the log is kept. The size of the segment equals the value of the segment
option.
<number> KB
Sets the maximum size, in kilobytes, for a startup segment of the log.
<number> MB
Sets the maximum size, in megabytes, for a startup segment of the log.
Changes Take Effect: After restart
Stat Server—Deployment Guide 63
Chapter 7: Common Log Options Log Section
Table 6: Log Options (Continued)
Option
expire
Description
Determines whether log files expire. If they do, this option sets the measurement for determining when they expire, along with the maximum number of files (segments) or days before the files are removed.
Default Value:
false
Valid Values: false
<number> file or
<number>
<number> day
No expiration; all generated segments are stored.
Sets maximum number of log files to store. Specify a number from
1-1000.
Sets the maximum number of days before log files are deleted.
Specify a number from
1-100.
messagefile
Changes Take Effect: Immediately
Note: If you incorrectly set an option’s value—such as setting values outside the range of valid values—Stat Server automatically resets the value to
10
.
Specifies the file name for Stat Server log events. The name must be valid for the operating system on which Stat Server is running. The option value can also contain the absolute path to the statserver.lms
file. Otherwise, Stat Server looks for the file in its working directory.
Default Value: statserver.lms
Valid Values:
<string>.lms
Changes Take Effect: After Stat Server restarts if Stat Server locates statserv.lms
at startup or immediately if Stat Server cannot locate this file at startup
Warning! If Stat Server cannot locate its message file upon startup, Stat Server will not be able to generate log events or send them to Message Server.
message_format Specifies the format of log record headers that Stat Server uses when writing to the log file. Using compressed log record headers improves Stat Server performance and reduces the log’s file size.
Default Value: short
Valid Values: short
Stat Server uses compressed headers when writing log records to its log file.
full
Stat Server uses complete headers when writing log records to its log file.
64 Framework 8.0
Chapter 7: Common Log Options Log Section
Table 6: Log Options (Continued)
Option Description
message_format
(continued)
Changes Take Effect: Immediately
With the value set to short
:
• A header of the log file or the log file segment contains information about the application (such as the application name, application type, host type, and time zone) while single log records within the file or segment omit this information.
• A log message priority is abbreviated to std, Int, Trc,
or
Dbg,
for standard, interaction, trace,
or debug
messages respectively.
•
Message ID
does not contain the prefix GCTI or the application type ID.
A log record in the short
format looks like this:
2007-05-07T18:15:33.952 Std 05060 Application started
A log record in the full
format looks like this:
2007-05-07T18:11:38.196 Standard localhost cfg_dbserver GCTI-00-05060
Application started
Note:
Whether the full
or short
format is used, time is printed as specified by the
time_convert Specifies the system by which Stat Server calculates the log record time when generating a log file. The time is converted from the time in seconds since the Epoch
(00:00:00 UTC, January 1, 1970).
Default Value:
Local
Valid Values: local
Time of log-record generation expressed as a local time, based on the time zone and any seasonal adjustments. Time zone information of the Stat Server host computer is used.
utc
Time of log-record generation expressed as Coordinated Universal
Time (UTC).
Changes Take Effect: Immediately
Stat Server—Deployment Guide 65
Chapter 7: Common Log Options Log Section
Table 6: Log Options (Continued)
Option
time_format
Description
Specifies how to represent the time in a log file when Stat Server generates log records.
Default Value:
time
Valid Values: time
Time string is formatted according to the HH:MM:SS.sss (hours, minutes, seconds, and milliseconds) format.
locale
Time string is formatted according to the system’s locale.
ISO8601
Date in the time string is formatted according to ISO 8601 format.
Fractional seconds are given in milliseconds.
print-attributes This has no effect on Stat Server.
Default Value:
false
Valid Values: true, false
Changes Take Effect: Immediately check-point Specifies how often, in hours, Stat Server generates a check
point
log event to divide the log into sections of equal time. By default, Stat Server generates this log event every hour. Setting the option to
0
prevents generation of check-point
events.
Default Value:
1
Valid Values:
0-24
Changes Take Effect: Immediately memory
Changes Take Effect: Immediately
A log record’s time field in ISO 8601 format looks like this:
2007-07-24T04:58:10.123
Specifies the name of the file to which Stat Server regularly prints a snapshot of the
memory output (see page 70 ). The new snapshot overwrites previously written data.
If Stat Server terminates abnormally, this file contains the latest log messages.
Memory output is not recommended for processors with a CPU frequency lower than 600 MHz.
Note: If the file specified is located on a network drive, Stat Server does not create a snapshot file (with the extension
*.memory.log
).
Default Value: No default value
Valid Values:
<string>
(memory file name)
Changes Take Effect: Immediately
66 Framework 8.0
Chapter 7: Common Log Options Log Section
Table 6: Log Options (Continued)
Option
memory-storagesize
Specifies the buffer size for log output to the memory. Refer also to “Log Output
for more information.
Default Value:
2 MB
Valid Values:
<number> KB or
<number>
Size of the memory output, in kilobytes. The minimum value is
128 KB
.
<number> MB
Size of the memory output, in megabytes. The maximum value is
64 MB
.
Changes Take Effect: When memory output is created spool
Description
Specifies the folder, including full path to it, in which Stat Server creates temporary log-related files. If you change this value while Stat Server is running, the change does not affect the currently open network output.
Default Value: The Stat Server working directory
Valid Values:
<
path>
The full path of the folder
Changes Take Effect: Immediately compatibleoutput-priority
Specifies whether Stat Server uses 6.x output logic.
Default Value:
false
Valid Values: true
The log of the level specified by one of the log output options described on
is sent to the specified output.
false
The log of the level specified by one of the log output options described on
and higher levels is sent to the specified output.
Stat Server—Deployment Guide 67
Chapter 7: Common Log Options Log Section
Table 6: Log Options (Continued)
Option
compatibleoutput-priority
(continued)
Description
Changes Take Effect: Immediately
For example, you configure the following options in the log
section for a 6.x application and for a 8.x application:
[log] verbose = all debug = file1 standard = file2
Stat Server 6.x log file content is as follows:
• file1 contains debug
messages only.
• file2 contains standard
messages only.
Stat Server 8.x log file content is as follows:
• file1 contains debug, trace, interaction,
and standard
messages.
• file2 contains standard
messages only.
Warning! Genesys does not recommend changing the default value of the
option unless you have specific reasons to use the 6.x log output logic—that is, to mimic the output priority as implemented in releases
6.x. Setting this option to true
affects log consistency.
The configuration options listed in Table 7
enable you to generate debug logs containing information about specific Stat Server operations. You designate these options in the log section of the Stat Server application.
Warning!
Genesys advises you to used these options only when requested by
Genesys Technical Support.
.
Table 7: Debug Log Options
Option
x-conn-debug-open
Description
Generates debug log records about “open connection” Stat Server operations.
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
68 Framework 8.0
Chapter 7: Common Log Options
Table 7: Debug Log Options (Continued)
Option
Log Section
Description
x-conn-debug-timers x-conn-debug-write x-conn-debug-security
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates debug log records about Stat Server operations involved in creating and deleting system timers.
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates debug log records about Stat Server write operations.
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates debug log records about security-related operations, such as
Transport Layer Security (TLS) and security certificates.
Note: This option has no effect on Stat Server 7.6 and earlier releases, which do not support TLS operations.
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Stat Server—Deployment Guide 69
Chapter 7: Common Log Options Log Section
Table 7: Debug Log Options (Continued)
Option
x-conn-debug-api x-conn-debug-dns x-conn-debug-all
Description
Generates debug log records about connection library function calls.
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates debug log records about DNS operations.
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Generates debug log records about open connection, socket select, timer creation and deletion, write, security-related, DNS operation, and connection library function calls. This option is the same as enabling or disabling all of the previous x-conn-debug-<optype> options.
Default Value:
0
Valid Values:
0
1
Log records are not generated.
Log records are generated.
Changes Take Effect: After restart
Log Output Options
To configure log outputs, set log level options ( all
,
,
and/or
) to the desired types of log output
( stdout, stderr, network, memory,
and/or
[filename]
for log file output).
You can use:
•
One log level option to specify different log outputs.
•
One log output type for different log levels.
•
Several log output types simultaneously for logging the events of the same or different log levels.
70 Framework 8.0
Chapter 7: Common Log Options Log Section
You must separate the log output types by a comma when you are configuring
more than one output for the same log level. See “Examples” on page 75
.
Note:
The log output options are activated according to the setting of the
configuration option.
Warnings!
• If you direct log output to a file on the network drive, an application does not create a snapshot log file (with the extension
*.snapshot.log
) in case it terminates abnormally.
• Directing log output to the console (by using the stdout
or stderr
settings) can affect application performance. Avoid using these log output settings in a production environment.
Table 8: Log Output Options
all
Option Description
Specifies the outputs to which Stat Server sends all log events. You must separate log output types with commas when you configure more than one output type.
Default Value: stdout
Valid Values: stdout stderr
Log events are sent to the standard output ( stdout
Log events are sent to the standard error output (
).
stderr
).
network
Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores log events in the Log Database.
Setting the all
log level option to network
enables Stat Server to send log events of standard, interaction,
and trace
levels to Message Server.
Log events of debug
level are neither sent to Message Server nor stored in the Log Database.
memory
Log events are sent to the memory output on the local disk. This output is the safest in terms of Stat Server performance.
[filename]
Log events are stored in a file with the specified name. If you do not specify a path, the file is created in Stat Server’s working directory.
Changes Take Effect: Immediately
For example, all = stdout, logfile
Note: To ease the troubleshooting process, consider using unique names for log files that different Stat Server applications generate.
Stat Server—Deployment Guide 71
Chapter 7: Common Log Options Log Section
Table 8: Log Output Options (Continued)
Option
alarm
Description
Specifies the outputs to which Stat Server sends log events of
Alarm
level. You must separate log output types with commas when you configure more than one output type.
For example, alarm = stdout, logfile
Default Value: No default value
Valid Values (log output types): stdout stderr network
Log events are sent to the standard output ( stdout
Log events are sent to the standard error output (
).
stderr
).
Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores log events in the Log Database.
Setting the all
log level option to network
enables Stat Server to send log events of
Standard, Interaction,
and
Trace levels to Message Server.
Log events of debug
level are neither sent to Message Server nor stored in the Log Database.
memory
Log events are sent to the memory output on the local disk. This output is the safest in terms of Stat Server performance.
[filename]
Log events are stored in a file with the specified name. If you do not specify a path, the file is created in Stat Server’s working directory.
Changes Take Effect: Immediately
72 Framework 8.0
Chapter 7: Common Log Options Log Section
Table 8: Log Output Options (Continued)
Option
standard
Description
Specifies the outputs to which Stat Server sends log events of the
Standard
level. You must separate log output types with commas when you configure more than one output type.
For example, standard = stderr, network
Default Value: No default value
Valid Values (log output types): stdout
Log events are sent to the standard output ( stdout
).
stderr network
Log events are sent to the standard error output ( stderr
).
Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores the log events in the Log Database.
memory
Log events are sent to the memory output on the local disk. This is the safest output in terms of Stat Server performance.
[filename]
Log events are stored in a file with the specified name. If you do not specify a path, the file is created in Stat Server’s working directory.
Changes Take Effect: Immediately interaction Specifies the outputs to which Stat Server sends log events of the
Interaction
and higher levels (that is, log events of
Standard
and
Interaction
levels). You must separate log outputs with commas when you configure more than one output type.
For example, interaction = stderr, network
Default Value: No default value
Valid Values (log output types): stdout stderr
Log events are sent to the standard output ( stdout
).
Log events are sent to the standard error output ( stderr
).
network
Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores the log events in the Log Database.
memory
Log events are sent to the memory output on the local disk. This is the safest output in terms of Stat Server performance.
[filename]
Log events are stored in a file with the specified name. If you do not specify a path, the file is created in Stat Server’s working directory.
Changes Take Effect: Immediately
Stat Server—Deployment Guide 73
Chapter 7: Common Log Options Log Section
Table 8: Log Output Options (Continued)
Option
trace debug
Description
Specifies the outputs to which Stat Server sends log events of
Trace
and higher levels
(that is, log events of
Standard, Interaction,
and
Trace
levels). You must separate log outputs with commas when you configure more than one output type.
For example, trace = stderr, network
Default Value: No default value
Valid Values (log output types): stdout
Log events are sent to the standard output ( stdout
).
stderr network
Log events are sent to the standard error output ( stderr
).
Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores the log events in the Log Database.
memory
Log events are sent to the memory output on the local disk. This output is the safest in terms of Stat Server performance.
[filename]
Log events are stored in a file with the specified name. If you do not specify a path, the file is created in Stat Server’s working directory.
Changes Take Effect: Immediately
Specifies the outputs to which Stat Server sends log events of debug
and higher levels
(that is, log events of standard, trace, interaction,
and debug
levels). You must separate log output types with commas when you configure more than one output type.
For example, debug = stderr, /usr/local/genesys/logfile
Default Value: No default value
Valid Values (log output types): stdout stderr
Log events are sent to the standard output ( stdout
).
Log events are sent to the standard error output ( stderr
).
memory
Log events are sent to the memory output on the local disk. This output is the safest in terms of Stat Server performance.
[filename]
Log events are stored in a file with the specified name. If you do not specify a path, the file is created in Stat Server’s working directory.
Changes Take Effect: Immediately
Note: Log events of debug
level are never sent to Message Server nor stored in the Log
Database.
74 Framework 8.0
Chapter 7: Common Log Options Log Section
Log File Extensions
You can use the following file extensions to identify log files that Stat Server creates for various types of output:
•
*.log
—Assigned to log files when you configure output to a log file. For example, if you set standard = statservlog
, Stat Server prints log messages into a text file called statservlog.<time_stamp>.log.
•
*.qsp
—Assigned to temporary (spool) files when you configure output to the network, but the network is temporarily unavailable. For example, if you set standard = network
, Stat Server prints log messages into a file called statserv.<time_stamp>.qsp
during the time the network is unavailable.
•
*.snapshot.log
—Assigned to files containing the output snapshot when you configure output to a log file. The file contains the last log messages that Stat Server generates before abnormal termination. For example, if you set standard = statservlog
, Stat Server prints the last log message into a file called statserv.<time_stamp>.snapshot.log
in case of failure.
Note:
Provide
*.snapshot.log
files to Genesys Technical Support when reporting a problem.
•
*.memory.log
—Assigned to log files that contain the memory output snapshot when you configure output to memory and redirect the most recent memory output to a file. For example, if you set standard = memory and memory = statserv
, Stat Server prints the latest memory output to a file called statserv.<time_stamp>.memory.log
.
Examples
This section presents examples of a log
section you might configure for an application operating in production mode and in two lab modes, debugging and troubleshooting.
Production Mode Log Section
[log] verbose = standard standard = network, statservlogfile
With this configuration, Stat Server generates only log events of the Standard level and sends them to the standard output, to Message Server, and to a file named statservlogfile
, which Stat Server creates in its working directory.
Genesys recommends that you use this or a similar configuration in a production environment.
Stat Server—Deployment Guide 75
Chapter 7: Common Log Options Log Section
Warning!
Directing log output to the console (by using the stdout
or stderr settings) can affect application performance. Avoid using these log output settings in a production environment.
Lab Mode Log Section
[log] verbose = all all = stdout, /usr/local/genesys/statservlogfile trace = network
With this configuration, Stat Server generates log events of the standard, interaction, trace, and debug levels, and sends them to the standard output and to a file named statservlogfile,
which Stat Server creates in the
/usr/local/genesys/
directory. In addition, Stat Server sends log events of the standard, interaction,
and trace
levels to Message Server. Use this configuration to test new interaction scenarios in a laboratory environment. Be sure to appropriately set the debug-level
option in the statserver
section.
Failure-Troubleshooting Log Section
[log] verbose = all standard = network all = memory memory = statservlogfile memory-storage-size = 32 MB
With this configuration, Stat Server generates log events of the standard
level and sends them to Message Server. It also generates log events of the standard
, interaction , trace , and debug levels, and sends them to the memory output.
The most current log is stored to a file named statservlogfile,
which the application creates in its working directory. An increased memory storage enables Stat Server to save more log information generated before a failure.
Use this configuration when trying to reproduce an application failure. The memory log file would contain the snapshot of Stat Server’s log at the moment of failure. This should help you and Genesys Technical Support identify the reason for the failure. Be sure to appropriately set the debug-level
option in the statserver section.
Note:
If you are operating Stat Server on Unix and do not specify any files in which to store the memory output snapshot, the core file that
Stat Server produces before terminating contains the most current
Stat Server log. Provide the Stat Server’s core file to Genesys
Technical Support when reporting problems.
76 Framework 8.0
Chapter 7: Common Log Options Log-Extended Section
Log-Extended Section
This section must be named log-extended .
Table 9: Extended Log Options
Option
levelreassign-
<eventID> levelreassigndisable
Description
Specifies one of five log levels for log event
< eventID
>,
which may differ from its default level, or disables logging of the named event altogether. This option is useful if you want to change the behavior of what Stat Server logs for the specified log event ID.
If no value is specified, then the named log event retains its default level.
You can deactivate these options with the level-reassign-disable
configuration option, described below.
Default Value: Default value of log event
< eventID
>.
Refer to the Common Log Events
Help or statserver.lms
(located in the directory where Stat Server is installed) for a listing of each of Stat Server’s the default levels.
Valid Values: alarm standard
The log level of log event
< eventID
>
is set to alarm.
The log level of log event
< eventID
>
is set to standard.
interaction
The log level of log event
< eventID >
is set to interaction.
trace debug
The log level of log event
< eventID
>
is set to trace.
The log level of log event
< eventID
>
is set to debug.
< eventID
>
is not recorded in a log.
Changes Take Effect: Immediately
When this option is set to true ,
the original (default) log level of all log events in the
[log-extended]
section are restored. This option is useful when you want to use the default levels and keep the customizations.
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Defined:
Options
tab of
Application
object
Stat Server—Deployment Guide 77
Chapter 7: Common Log Options Log-Extended Section
Warning!
Use caution when making these changes in a production environment.
Depending on the log configuration, changing the log level to a higher priority may cause the log event to be logged more often or to a greater number of outputs. This could affect system performance.
Likewise, changing the log level to a lower priority may cause the log event to be not logged at all, or not logged to specific outputs, thereby losing important information. The same applies to any alarms associated with that log event.
In addition to the precautionary message above, take note of the following:
•
Logs can be customized only by release 7.6 or later applications.
•
When the log level of a log event is changed to any level except none, it is subject to the other settings in the
[log]
section at its new level. If set to none, it is not logged and therefore not subject to any log configuration.
•
Changing the log level of a log using this feature changes only its priority; it does not change how that log is treated by the system. For example, increasing the priority of a log to
Alarm
level does not mean that an alarm will be associated with it.
•
Each application in an HA pair can define its own unique set of log customizations, but the two sets are not synchronized with each other. This can result in different log behavior depending on which application is currently in primary mode.
•
This feature is not the same as a similar feature in Universal Routing
Server, version 7.2 or later. In this Framework feature, the priority of log events are customized. In the URS feature, the priority of debug messages only are customized. Refer to the Universal Routing Server 8.0 Reference
Manual for more information about the URS feature.
•
You cannot customize any log event that is not in the unified log record format. Log events of the
Alarm, Standard, Interaction,
and
Trace
levels feature the same unified log record format.
Example
This is an example of using customized log level settings, subject to the following log configuration:
[log] verbose=interaction all=stderr interaction=log_file standard=network
78 Framework 8.0
Chapter 7: Common Log Options Log-Filter Section
Before the log levels of the log are changed:
•
Log event
1020
, with default level standard,
is output to stderr
and the log file, and sent to Message Server.
•
Log event
2020,
with default level standard, is output to stderr and the log file, and sent to Message Server.
•
Log event
3020,
with default level trace,
is output to stderr.
•
Log event
4020,
with default level debug,
is output to stderr.
Extended log configuration section:
[log-extended] level-reassign-1020=none level-reassign-2020=interaction level-reassign-3020=interaction level-reassign-4020=standard
After the log levels are changed:
•
Log event
1020
is disabled and not logged.
•
Log event
2020
is output to stderr and the log file.
•
Log event
3020
is output to stderr
and the log file.
•
Log event
4020
is output to stderr
and the log file, and sent to Message
Server.
Log-Filter Section
This section must be called log-filter
.
describes the option you configure in this section.
Table 10: Log-Filter Option
Option Description
default-filter-type Specifies the default manner in which KVList information (including
UserData,
Extensions,
and
Reasons
) is presented in the Stat Server log. Stat Server applies this option to all KVList pairs, except the ones explicitly defined within the logfilter-data
section (see
).
Default Value: copy
Valid Values: copy hide
The keys and values of the KVList pairs are copied to the log.
The keys of the KVList pairs are copied to the log; the values are replaced with strings of asterisks.
skip
The KVList pairs are not copied to the log.
Changes Take Effect: Immediately
Stat Server—Deployment Guide 79
Chapter 7: Common Log Options Log-Filter-Data Section
Example
[log-filter] default-filter-type
=
copy
Here is an example of a log using the default log filter settings: message RequestSetCallInfo
AttributeConsultType
AttributeOriginalConnID
3
008b012ece62c8be
AttributeUpdateRevision 2752651
AttributeUserData [111] 00 27 01 00..
‘DNIS' '8410'
‘PASSWORD' '111111111'
'RECORD_ID' '8313427'
AttributeConnID 008b012ece62c922
Log-Filter-Data Section
This section must be called log-filter-data
.
Table 11 describes the options
you configure in this section.
Table 11: Log-Filter-Data Options
Option
<key name>
Description
Specifies the manner in which the KVList pair, defined by the key name (this option’s name), is presented in the Stat Server log. Setting this option supersedes the manner in which KVList information is presented as defined by the defaultfilter-type
option in the log-filter
section for the given KVList pair.
Default Value: copy
Valid Values: copy
The key and value of the given KVList pair are copied to the log. hide
The given KVList key is copied to the log; the KVList value is replaced with a string of asterisks. (See the example below.) skip
The KVList pair is not copied to the log.
Changes Take Effect: Immediately
80 Framework 8.0
Chapter 7: Common Log Options
Example
[log-filter-data]
PASSWORD=hide
Here is an example of the log with the PASSWORD option set to hide : message RequestSetCallInfo
AttributeConsultType
AttributeOriginalConnID
3
008b012ece62c8be
AttributeUpdateRevision 2752651
AttributeUserData [111] 00 27 01 00
'DNIS' '8410'
‘PASSWORD' '****'
'RECORD_ID' '8313427'
AttributeConnID 008b012ece62c922
SML Section
SML Section
This section must be called sml,
which stands for System Management Layer.
describes the options you configure in this section.
Table 12: SML Option
Option
su spendingwait-timeout
Description
Specifies a timeout, in seconds, after the
Stop Graceful
command is issued to an application within the Solution Control Interface, during which the status of the application should change to
Suspending
if the application supports graceful shutdown. If the status of the application does not change to
Suspending
before the timeout expires, it is assumed that the application does not support graceful shutdown, and it is stopped ungracefully.
This option is defined on the
Annex
tab of the Stat Server
Application
object.
Note: Stat Server does not support graceful shutdown.
Default Value:
10
Valid Values:
5
–
600
Changes Take Effect: Immediately
Stat Server—Deployment Guide 81
Chapter 7: Common Log Options Common Section
Common Section
This section must be named common.
Table 13 describes the options you
configure in this section.
Warning!
Use these options only when requested by Genesys Technical
Support.
Table 13: Common Option
Option Description
executed by Stat Server. Use this option if the Stat Server has not been able to successfully occupy a configured port.
Default Value:
10
Valid Values:
0
–
600
Changes Take Effect: After restart
82 Framework 8.0
Chapter
8
Installing Stat Server
You must configure a Stat Server
Application
object before installing the
Stat Server application. Read
for this and other important information. You need not uninstall prior releases of Stat Server to install a newer release. This chapter, nonetheless, provides uninstallation procedures, as well as installation procedures, to address the case where you want to permanently remove Stat Server from your machine.
This chapter contains the following topics:
Installing Stat Server Following Wizard Configuration, page 83
Installing Stat Server Following Manual Configuration, page 84
Installing Java Extensions, page 86
Installing Stat Server Silently, page 88
Uninstalling the Stat Server Application, page 93
Installing Stat Server Following Wizard
Configuration
This section describes how to install Stat Server following wizard configuration.
On UNIX
1. In the directory to which you copied the Stat Server installation package, locate the install.sh
shell script.
2. Run this script from the command line by typing:
sh install.sh.
3. When prompted, specify the host name of the computer on which you want
Stat Server installed.
4. Specify the destination directory into which you want Stat Server installed.
5. If prompted for which version of the product to install (32- or 64-bit), choose the version appropriate for your environment.
Stat Server—Deployment Guide 83
Chapter 8: Installing Stat Server Installing Stat Server Following Manual Configuration
As soon as the installation process completes, a message announces that installation was successful. The process creates a directory with the name specified during the installation, and places Stat Server in it. The installation routine then prompts you to install each of the Stat Server Java Extensions
(MCR, OCC, and VCB) if the Extension installation packages were also deployed. Follow the steps described for each Extension starting with
.
On Windows
1. Open the directory to which you copied the Stat Server installation package.
2. Locate and double-click setup.exe
to start installation.
3. If the installation routine detects previously installed Stat Server applications on your machine, you are prompted to do one of the following:
Install a new instance.
Perform maintenance on the existing application. To do this, select your Stat Server application.
4. Specify the destination directory into which you want Stat Server installed.
5. Click
Install
and
Finish
to complete the installation.
The installation routine installs your Stat Server application automatically as a
Windows service.
If you run the Stat Server installation package from the Real-Time Metrics
Engine CD, Stat Server automatically installs the MCR, OCC, and VCB Stat
Server Java Extensions as well.
Installing Stat Server Following
Manual Configuration
This section describes how to install Stat Server on UNIX and Windows platforms if you manually configured a Stat Server
Application
object within
Configuration Manager.
On UNIX
1. On the Real-Time Metrics Engine 8.0 product CD in the appropriate statserver/ operating_system
/
directory, locate the install.sh
shell script.
2. Run this script from the command line by typing install.sh.
84 Framework 8.0
Chapter 8: Installing Stat Server Installing Stat Server Following Manual Configuration
3. When prompted, specify the host name of the computer on which you want to install Stat Server.
4. When prompted, specify:
a. The host name of the computer on which Configuration Server is running.
b. The port client that applications use to connect to Configuration Server.
c.
The user name used to log in to the Configuration Layer.
d. The password used to log in to the Configuration Layer.
5. The installation displays the list of Application objects of
StatServer
type configured for this host. Type the number of the Stat Server Application you want installed.
6. Specify the destination directory into which you want Stat Server installed.
7. If prompted for which version of the product to install, (32- or 64-bit), select the version appropriate for your environment.
As soon as the installation process completes, a message announces that installation was successful. The process creates a directory with the name specified during the installation, and places Stat Server in it. The installation routine then prompts you to install each of the Stat Server Java Extensions
(MCR, OCC, and VCB) if the Extension installation packages were also deployed. Follow the steps described for each Extension, starting with
.
On Windows
1. From the Real-Time Metrics 8.0 CD, go to the
\statserver\windows subdirectory.
2. Locate and double-click setup.exe
to start installation.
3. If the installation routine detects previously installed Stat Server applications on your machine, you are prompted to either install a new instance or perform maintenance on the existing application. Select the former.
4. Specify the parameters for connecting to the Configuration Server where your Stat Server
Application
object has been configured.
5. Select your Stat Server application.
6. Specify the destination directory into which you want Stat Server installed.
7. Click
Install
and
Finish
to complete the installation.
The installation routine installs your Stat Server application automatically as a
Windows service.
If you run the Stat Server installation package from the Real-Time Metrics
Engine CD, Stat Server automatically installs the MCR, OCC, and VCB Stat
Server Java Extensions as well.
Stat Server—Deployment Guide 85
Chapter 8: Installing Stat Server Installing Java Extensions
Installing Java Extensions
Before installing a Stat Server Java Extension, you must have configured a
Stat Server
Application
object and installed the Stat Server application on your machine. On the Real-Time Metrics Engine CD, Genesys provides the installation packages for MCR, OCC, and VCB Java Extensions, which are delivered in five .jar
files:
•
eServiceContactStat.jar
•
eServiceInteractionStat.jar
•
eServiceSystemStat.jar
•
OCCStatExtension.jar
•
VCBStatExtension.jar
You deploy these files in three separate installations.
Installing the eServices Extensions
On Windows
On UNIX
You can install the eService
Java Extensions, which are used for eServices
(formerly known as Multimedia), on Windows and/or UNIX platforms.
1. In the
\ext\mcr\
subdirectory of your deployed Stat Server installation package, locate and double-click setup.exe.
2. If the installation routine detects one or more previously installed extension on your machine, you are prompted to either install a new instance or perform maintenance on the existing extension. Select the former.
3. When prompted, specify the root folder of the Stat Server installation (for example,
C:\GCTI\StatServer_1),
and click
Next.
The installation routine deploys the eServiceContactStat.jar, eService
InteractionStat.jar,
and eServiceSystemStat.jar
files in the
\java\ext\ subdirectory of your installed application.
1. On the Real-Time Metrics Engine CD, navigate to the
/ext/mcr/ subdirectory.
2. Run the install.sh
script from the command line by typing: sh install.sh
3. When prompted, specify the full destination path where you want the MCR extension deployed on your machine.
If the installation routine detects one or more installed extensions in the specified path, it prompts you to overwrite them or exit.
The installation routine deploys the eServiceContactStat.jar, eService
InteractionStat.jar,
and eServiceSystemStat.jar
files in the
/java/ext subdirectory of the path that you specified.
86 Framework 8.0
Chapter 8: Installing Stat Server Installing Java Extensions
On Windows
Installing the Outbound Contact Extension
You can install the
OCCStatExtension
Java Extension, which is used for the
Outbound Contact solution, on Windows and/or UNIX platforms.
1. In the
\ext\occ\
subdirectory of your deployed Stat Server installation package, locate and double-click setup.exe
.
2. When prompted to specify the destination folder, indicate the root folder of the Stat Server installation (for example,
C:\GCTI\StatServer_1)
and click
Next.
Note:
Select this folder carefully. The default choice provided by the installation routine likely differs from your intended destination.
On UNIX
The installation routine deploys
OCCStatExtension.jar
in the
\java\ext subdirectory of your installed application.
1. On the Real-Time Metrics Engine CD, navigate to the /ext/occ/ subdirectory.
2. Run the install.sh
script from the command line by typing: sh install.sh
3. When prompted, specify the full destination path where you want the OCC extension deployed on your machine.
If the installation routine detects one or more installed extensions in the specified path, it prompts you to overwrite them or exit.
The installation routine deploys OCCStatExtension.jar
in the /java/ext subdirectory of the path that you specified.
Installing the Voice Callback Extension
On Windows
You can install the VCBStatExtension Java Extension, which is used for the
Voice Callback option of Enterprise Routing, on Windows or UNIX platforms.
1. In the
\ext\vcb\
subdirectory of your deployed Stat Server installation package, locate and double-click setup.exe
.
2. When prompted to specify the destination folder, indicate the root folder of the Stat Server installation (for example,
C:\GCTI\StatServer_1)
and click
Next.
Note:
Select this folder carefully. The default choice provided by the installation routine likely differs from your intended destination.
The installation routine deploys
VCBStatExtension.jar
in the
\java\ext
\ subdirectory of your installed application.
Stat Server—Deployment Guide 87
Chapter 8: Installing Stat Server Installing Stat Server Silently
On UNIX
1. On the Real-Time Metrics Engine CD, navigate to the
/ext/vcb/ subdirectory.
2. Run the install.sh
script from the command line by typing: sh install.sh
3. When prompted, specify the full destination path where you want the VCB extension deployed on your machine.
If the installation routine detects one or more installed extensions in the specified path, it prompts you to overwrite them or exit.
The installation routine deploys
VCBStatExtension.jar
in the
/java/ext subdirectory of the path that you specified.
Installing Stat Server Silently
InstallShield Silent is a third-party installation program that Genesys uses to facilitate the electronic software distribution for both server and GUI applications on Windows platforms. “Silent” installations eliminate the need for interactive dialog during the installation process. Instead, you create a single response file filled with the necessary parameters that InstallShield
Silent references during subsequent silent installations.
After creating a response file and performing a silent installation, review the log file produced for a successful result code or any errors encountered.
Note:
All Local Control Agent (LCA)–related functionality is disabled during a silent installation. This means that you will not be able to start and stop applications, detect their failures, or communicate their roles in the redundancy context.
Create the Response File
To select setup options and automatically record the InstallShield Silent response file, perform Steps 1–4 below.
Note:
Use this procedure instead of double-clicking setup.exe
from
Windows Explorer.
1. Open a console window.
2. Enter the path to the directory in which you deployed the Stat Server installation files.
3. Issue the following command using the
--host
and
-r
command-line parameters: setup.exe --host= hostcomputer
-r
88 Framework 8.0
Chapter 8: Installing Stat Server Installing Stat Server Silently
Issuing this command creates a response file named
setup.iss,
which is stored in the main Windows directory.
4. Complete the installation choosing the options you want to deploy.
Then use the configured
setup.iss file any time you must install an application with the specified parameters.
The script in Figure 3 shows a sample
setup.iss
file for Stat Server. Blank lines have been inserted between sections to facilitate reading.
Play Back the Response File
To install Stat Server silently on a local workstation:
1. Open a console window.
2. Enter the path to the directory where you have deployed Stat Server installation files.
3. Launch InstallShield Silent using the following command: setup.exe --app= applname
--host= localhost
-s /f1"ResponsePath"
/f2"LogPath"
where:
--app= applname
is the name of the application you are installing. This name should exactly match the application name in the Configuration
Database. Two dashes must precede the app
parameter.
--host= localhost
is the host name of the computer on which you want the application installed. This name should exactly match the host name in the Configuration Database. Two dashes must precede the host
parameter.
-s
is the silent flag.
/f1"ResponsePath" is an optional command-line parameter that specifies the full path to the response file. If you do not specify this parameter, InstallShield uses the default file name of setup.iss
and looks for the file in the directory containing Setup.exe.
/f2"LogPath" is an optional command-line parameter that specifies the full path to the log file. If you do not specify this parameter,
InstallShield assigns the default file name of setup.log
and stores the file in the same directory used by
/f1.
Note:
Do not use spaces between the
/f1 or
/f2 parameter and its value in double quotation marks.
You could issue any of the following commands to play back the response file:
•
setup.exe -s
Both
/f1"*\
Setup.exe directory
\setup.iss" and
/f2"*\
Setup.exe directory
\setup.log" are implied on a Windows NT system.
Stat Server—Deployment Guide 89
Chapter 8: Installing Stat Server Installing Stat Server Silently
•
setup.exe -s /f1"c:\winnt\MonitorAgents.iss"
/f2"*\
Setup.exe directory
\setup.log" is implied on a Windows NT system.
•
setup.exe -s /f2"c:\winnt\SuzysLog.log"
/f1"*\
Setup.exe directory
\setup.iss" is implied on a Windows NT system.
90 Framework 8.0
Chapter 8: Installing Stat Server
[InstallShield Silent]
Version=v5.00.000
File=Response File
[File Transfer]
OverwriteReadOnly=NoToAll
[DlgOrder]
Dlg0=SdWelcome-0
Count=7
Dlg1=SdShowDlgEdit3-0
Dlg2=SdShowDlgEdit2-0
Dlg3=AskDestPath-0
Dlg4=SdSelectFolder-0
Dlg5=AskYesNo-0
Dlg6=SdFinishReboot-0
[SdWelcome-0]
Result=1
[SdShowDlgEdit3-0] szEdit1=test103 szEdit2=7100 szEdit3=ITCUtility
Result=1
[SdShowDlgEdit2-0] szEdit1=default szEdit2=password
Result=1
[AskDestPath-0] szPath=c:\gcti\statserver80
Result=1
[SdSelectFolder-0] szFolder=Genesys Solutions\Framework
Result=1
[AskYesNo-0]
Result=0
[Application]
Name=Stat Server
Version=8.0
Company=GCTI
Lang=0009
[SdFinishReboot-0]
Result=1
BootOption=0
Figure 3: Sample Stat Server setup.iss File
Stat Server—Deployment Guide
Installing Stat Server Silently
Version of InstallShield Silent
Name and count of dialog boxes encountered during the installation process.
Parameters specified during the recording.
Result=1, for these dialog boxes, indicates that the Next button was pressed.
This dialog box asks whether to install Stat Server as a Windows
NT Service. Result=0 indicates No.
Create a different response file to deploy Stat Server to other sets of users who will start Stat Server as a Windows NT Service.
In this example, the reboot operation was declined. To use
Stat Server, users first have to reboot their machines.
91
Chapter 8: Installing Stat Server Installing Stat Server Silently
Remote Silent Installation
Using standard operating system tools, your network administrator can design the scripts necessary to deploy the response file to any number of machines where Stat Server can be deployed remotely.
Analyze the Log File
When the response file has completed its playback, InstallShield Silent prints installation results to the file specified by
/f2,
as shown in the previous section. This log file contains three sections:
•
The
[InstallShield Silent]
section identifies the version of InstallShield
Silent used in the silent install and the file type as a log file.
•
The
[Application]
section identifies the Stat Server application and version, the Genesys company abbreviation, and the language used in the recording. (
LANG=0009
indicates English.)
•
The
[ResponseResult]
section contains the result code indicating whether the silent install succeeded. See
for the meanings of the
ResultCode key given in this section.
Table 14: Log File ResultCode Key
Value
–5
–6
–7
–8
–9
–10
0
–1
–2
–3
–4
–11
–12
–51
–52
–53
Meaning
Success
General error
Invalid mode
Required data not found in the setup.iss file
Not enough memory
File does not exist
Cannot write to the response file
Unable to write to the uninstallation log file
Invalid path to the InstallShield Silent response file
Not a valid list type (string or number)
Data type is invalid
Unknown error during setup
Dialog boxes are out of order
Cannot create the specified folder
Cannot access the specified file or folder
Invalid option selected
92 Framework 8.0
Chapter 8: Installing Stat Server Uninstalling the Stat Server Application
The text in
shows the contents of a log file for a Stat Server application that was successfully installed using InstallShield Silent. Again, blank lines have been inserted to facilitate reading.
[InstallShield Silent]
Version=v5.00.000
File=Log File
[Application]
Name=Stat Server
Version=8.0
Company=GCTI
Lang=0009
[ResponseResult]
ResultCode=0
Figure 4: Log File Showing Successful Deployment
Uninstalling the Stat Server Application
To uninstall a Stat Server application, you must first stop it. Refer to “Stopping
Stat Server” on page 98 for this information. Uninstalling the Stat Server
application differs from uninstalling its
Application
object in Configuration
Server, which is described in “Stat Server Wizard—Uninstall Mode” on page 28 .
Use either of the following two methods for uninstalling a Stat Server application from your machine:
•
From the Control Panel
•
During installation maintenance
From the Control Panel
1. Open
Add/Remove Programs.
2. Locate and select the desired
Genesys Stat Server 8.0
application.
3. Click Remove.
During Installation Maintenance
1. From the path where the Stat Server Wizard deployed your installation package, or from the Real-Time Metrics Engine CD, double-click setup.exe.
2. Navigate to the
Maintenance Setup Type
screen and select the
Maintenance of the existing installation option.
3. Select your Stat Server application from the list box and click
Next.
Stat Server—Deployment Guide 93
Chapter 8: Installing Stat Server Uninstalling the Stat Server Application
4. At the
Welcome
screen, click
Remove,
and then
Next.
5. At the Confirm Uninstall page, click Yes.
6. At the
Maintenance Complete
screen, click
Finish.
7. At the
After Installation
screen, click
Next.
(This screen appears only on a Windows 2003 platform).
The Uninstall Wizard removes program registry entries, all shared and standard program files originally deployed by the installation routine, and then the program folder (or directory) itself, if it is empty.
So that you can reuse them later if desired, the Uninstall Wizard does not delete:
•
The Stat Server database.
•
The Stat Server
Application
object from the Configuration Server
Database.
•
Any log, snapshot, batch, or personal files in the Stat Server working directory.
•
The java
folder, unless you specifically uninstall Stat Server Java
Extensions.
Refer to “Stat Server Wizard—Uninstall Mode” on page 28
to remove the
Application
object from Configuration Server.
94 Framework 8.0
Chapter
9
Starting and Stopping
Stat Server
This chapter contains procedures for starting and stopping Stat Server on the supported platforms. Start procedures assume that you have properly
configured and installed Stat Server. If not, refer to Chapters 4
and
.
This chapter contains these sections:
What Must Be Running Prior to Start, page 95
You can start and stop your entire solution, including Stat Server, from the
Solution Control Interface (SCI), which is the recommended approach. This chapter describes this method as well.
What Must Be Running Prior to Start
Genesys recommends that you start Stat Server with the following applications already running:
•
Configuration Server
•
RDBMS (if you use Stat Server with database functionality)
•
DB Server (if you use Stat Server with database functionality)
•
Java Runtime Environment (JRE) 1.4 or later (if you have configured Stat
Server Java Extensions)
Note:
Genesys does not support JRE 1.6.
Stat Server—Deployment Guide 95
Chapter 9: Starting and Stopping Stat Server Starting Stat Server
Starting Stat Server
You can start Stat Server in any of the following ways:
•
From the Genesys SCI
•
Manually on UNIX
•
Manually on Windows
•
On Windows as a Windows Service
Note:
Prior to opening statistics at startup, Stat Server now checks that the binary format of the backup file is compatible with the running instance of Stat Server.
Starting Stat Server Using SCI
1. From the
Applications
view in SCI, select your Stat Server
Application object on the list pane.
2. Click the
Start button on the toolbar, or select
Start
from either the
Action menu or the shortcut menu. (Right-clicking your
Application object displays the shortcut menu.)
3. Click
Yes
in the confirmation box that appears. Your Stat Server application starts.
For information about how to use SCI, refer to Framework 8.0 Solution
Control Interface Help.
Starting Stat Server on UNIX
1. Go to the directory where you have installed Stat Server.
2. At the command line, type:
./run.sh
Or, type the name of the Stat Server executable followed by the appropriate command-line parameters using the following syntax:
./statserv -host hostname
-port portno
-app application
where: hostname refers to the name of the host on which Configuration Server is running.
portno refers to the communication port that client applications must use to connect to Configuration Server.
application refers to the name of the Stat Server
Application
object as defined to the Configuration Server.
96 Framework 8.0
Chapter 9: Starting and Stopping Stat Server Starting Stat Server
Note:
If the host or application name contains spaces or hyphens (-), enclose it in double quotation marks.
For example, to start Stat Server with parameters specifying the host as cs-host, port as 2020, and name as Stat Server 03, type:
./statserv -host "cs-host" -port 2020 -app "Stat Server 03"
Starting Stat Server on Windows
Start Stat Server from the
Start
menu or open a console window, go to the directory where Stat Server is installed, and type the following command:
./statserv.exe -host hostname
-port portno
-app application where:
•
hostname refers to the name of the host on which Configuration Server is running.
•
portno refers to the communication port that client applications must use to connect to Configuration Server.
•
application refers to the name of the Stat Server Application object as defined to the Configuration Server.
Note:
If the host or application name contains spaces or hyphens (-), enclose it in double quotation marks.
For example, to start Stat Server with parameters specifying the host as
cshost,
port as
2020,
and name as
Stat Server 03,
from the Stat Server working directory, type: statserv.exe -host "cs-host" -port 2020 -app "Stat Server 03"
If you used the Stat Server Wizard to configure Stat Server, the configuration process created a batch file named
StatServer_run.bat
and placed it in the
Stat Server working directory. This file contains the complete command, with configured parameters, you need to start Stat Server. Simply double-click this file to start the application.
Starting Stat Server as a Windows Service
1. Open the Windows
Control Panel
and double-click the
Services
icon. The
Services
dialog box opens.
2. Select your Stat Server service from the list and click
Start.
(If you did not install Stat Server as a Windows Service, your application does not appear for selection in the Services list box.)
Stat Server—Deployment Guide 97
Chapter 9: Starting and Stopping Stat Server Stopping Stat Server
Note:
Since you can install the Local Control Agent (LCA) as a Windows
Service with the user interface disabled, all servers started through
SCI, in this case, are started without a console, unless you specifically select the
Allow Service to Interact with Desktop check box for both LCA and Stat Server.
Stopping Stat Server
You can stop Stat Server in any of the following ways:
•
From the Genesys Solution Control Interface (SCI). (This is the recommended method.)
•
Manually on UNIX.
•
Manually on Windows.
•
Via the Windows
Control Panel.
Note:
Be sure that the autorestart
property is cleared for the Stat Server
Application in the Configuration Manager to prevent Stat Server from self-starting.
Stopping Stat Server Using SCI
If you are using LCA and a Solution Control Server (SCS), you can stop
Stat Server from SCI:
1. From the Applications view in SCI, select your Stat Server Application object on the list pane.
2. Click
Stop
on the toolbar, or select
Stop
either from the
Action
or the shortcut menu. (Right-clicking your
Application
object opens the shortcut menu.)
3. Click
Yes
in the box that appears to confirm your command.
SCI stops your Stat Server application.
Stopping Stat Server on UNIX
Stop Stat Server on UNIX using any one of the following methods:
•
On the command line, type
kill -SIGTERM processid where processid is Stat Server’s UNIX process ID.
•
Press
^C
from the active Stat Server window.
•
If you are using LCA and SCS, you can stop Stat Server from running on
UNIX using SCI (described in the preceding subsection).
98 Framework 8.0
Chapter 9: Starting and Stopping Stat Server Stopping Stat Server
Stopping Stat Server on Windows
If Stat Server is running as an application—not as a Windows Service—switch to its console window and press
Ctrl+Break
to stop it. If you are running
Stat Server as a Windows NT Service, you should stop it only from the
Services Control Manager.
To stop Stat Server running as a Windows NT Service:
1. Open the Control Panel and double-click the Services icon. The Services dialog box opens.
2. Select your Stat Server service from the list and click
Stop.
Stat Server—Deployment Guide 99
Chapter 9: Starting and Stopping Stat Server Stopping Stat Server
100 Framework 8.0
Chapter
10
Application Files
The Stat Server installation routine creates a root application folder with two subfolders:
•
java
•
sql_scripts
Tables
17 in this chapter describe the files comprising each folder.
Warning!
Do not attempt to run the SQL scripts manually because of the potential for data loss. They are intended only for Stat Server’s internal use and advanced database administrators.
Table 15: Contents of the Root Folder
File Name
common.lms
ip_description.xml
read_me.html
startServer.bat
statserv.exe
statserv.pdb
StatServer.lms
Description
File storing log messages common to all Genesys components.
File storing installation package content.
File containing general information about the installation package.
Batch file containing the Stat Server executable and command-line parameters used to start Stat Server.
Application executable.
File for advanced troubleshooting of Stat Server on Windows operating systems.
File storing Stat Server–specific log messages.
Stat Server—Deployment Guide 101
Chapter 10: Application Files
Table 15: Contents of the Root Folder (Continued)
File Name
java subfolder sql_scripts subfolder
Description
for folder contents.
Subfolder containing five subfolders, holding SQL scripts for each of the following RDBMS types:
• Sybase
• Informix
• DB2
• Oracle
• Microsoft SQL
See
Table 16 for the contents of each subfolder.
Table 16: Contents of the sql_scripts/[dbtype] Subfolder
File Name
login_[dbtype].sql
qinfo_[dbtype].sql
status_[dbtype].sql
status_ixnid_[dbtype].sql
Description
SQL script that creates the
LOGIN
table (and indexes and procedures, as necessary) for the RDBMS type.
SQL script that creates the
QINFO
table (and indexes and procedures, as necessary) for the RDBMS type.
SQL script that creates the
STATUS
table (and indexes and procedures, as necessary) for the RDBMS type.
A variation of the status_[dbtype]
script that creates the
STATUS table with one additional field,
IxnID.
status_ltime_[dbtype].sql
A variation of the status_[dbtype]
script that creates the
STATUS table with two additional fields,
StartLocalTime
and
EndLocalTime, to store the start and end times in the local time zone. status_ltime_ixnid_[dbtype].sql
A variation of the status_[dbtype]
script that creates the
STATUS table with three additional fields,
IxnID, StartLocalTime,
and
EndLocalTime,
to store the start and end times in the local time zone. voice_reasons_[dbtype].sql
SQL script that creates the
VOICE_REASONS
table (and indexes and procedures, as necessary) for the RDBMS type.
102 Framework 8.0
Chapter 10: Application Files
Table 17: Contents of the java Subfolder
File Name
ssjcldr.class
statserver.jar
statserver_impl.jar
kvlists.jar
kv65_adapter.jar
ext folder lib folder
Description
Java class loader; a member of the Stat Server Java host environment
Library that is part of the Stat Server Java SDK, which, in turn, is part of the Stat Server Java host environment
A member of the Stat Server Java host environment
Library that is part of the Stat Server Java SDK, which, in turn, is part of the Stat Server Java host environment. Stat Server uses this file in conjunction with Stat Server Java extensions.
Library that is part of the Stat Server Java SDK, which, in turn, is part of the Stat Server Java host environment
Directory to store the Genesys solution-specific extensions, such as:
• eServiceContactStat.jar
• eServiceInteractionStat.jar
• eServiceSystemStat.jar
•
OCCStatExtension.jar
•
VCBStatExtension.jar
Directory to store the Genesys’ solution-specific libraries, such as:
• dsw_api_java.jar
• dsw_extension_core.jar
• dsw_transformers.jar
Stat Server—Deployment Guide 103
Chapter 10: Application Files
104 Framework 8.0
Appendix
A
Physical Data Models for
Stat Server Tables
This appendix describes the database tables to which Stat Server stores data if the
configuration options are enabled. (These configuration options are described
in Table 2 beginning on page 44
.) The information in this appendix is divided among the following topics:
Table Schema by RDBMS, page 106
Table and Column Descriptions, page 107
Introduction
Stat Server stores status data about agents in the
STATUS
table and data about queues in the
QINFO
table. Stat Server also maintains information about agent login and logout events in its
LOGIN
table. These tables are independent and do not reference each other. Genesys Info Mart and custom reporting use these tables.
The
VOICE_REASONS
table stores hardware and software reasons for agents to change or continue the
Ready
and
NotReady
states and the
AfterCallWork
work mode, when handling voice interactions. Genesys Info Mart uses this table and makes this data available for custom reporting.
DBID refers to the database identifier that the Configuration Layer assigns to a telephony object when an enterprise is configured. For example, after you set up an agent either manually in the
Persons
folder of Configuration Manager or
Stat Server—Deployment Guide 105
Appendix A: Physical Data Models for Stat Server Tables Table Schema by RDBMS using the Framework Configuration Wizard, the Configuration Layer assigns a unique DBID to that agent.
Note:
Stat Server, while functioning in backup mode, does not write data to its database, even if configured to do so. This enables the primary or backup Stat Server, while functioning as the primary application, to store data to the same database.
Table Schema by RDBMS
through
depict Stat Server table schema for the supported
RDBMSs.
Note:
Data from the
VOICE_REASONS
table is not available for custom reporting directly from the Stat Server database. Therefore, the structure of the
VOICE_REASONS
table is not provided in this guide.
Figure 5: Table Schema for a DB2 Stat Server Database
106
Figure 6: Table Schema for an Informix Stat Server Database
Note:
For the Informix RDBMS, the STATUS table does not include the IxnID field.
Framework 8.0
Appendix A: Physical Data Models for Stat Server Tables Table and Column Descriptions
Figure 7: Table Schema for a Microsoft SQL Stat Server Database
Figure 8: Table Schema for an Oracle Stat Server Database
Figure 9: Table Schema for a Sybase Stat Server Database
Table and Column Descriptions
The Stat Server database contains four tables:
•
LOGIN,
described on
•
QINFO, described on
•
STATUS,
•
VOICE_REASONS,
described on
Note:
The
VOICE_REASONS
table is not included in Stat Server deployment for
Sybase and Informix RDBMSs.
Stat Server—Deployment Guide 107
Appendix A: Physical Data Models for Stat Server Tables Table and Column Descriptions
The LOGIN Table
The
LOGIN
table contains the history of login and logout activity for resources on both voice and multimedia channels. Stat Server writes to this table if the
configuration option is set to
yes.
Stat Server detects login activity, for T-Server and SIP Server clients, upon receipt of an
EventAgentLogin
TEvent; Stat Server detects logout upon receipt of
EventAgentLogout.
For medias reported through Interaction Server, the pair of
EventAgentLogin and
EventMediaAdded
events are used in Stat Server logic to determine agent readiness to process interactions on a particular media channel. The
EventMedia
Removed
and
EventAgentLogout
pair are the triggering logout events.
describes the
LOGIN
table’s fields, which are presented in order of appearance.
Table 18: Field Descriptions for the LOGIN Table
Field Name Description
SWITCHDBID The DBID of the switch at whose DN the agent has logged in or out.
DNDBID The DBID of the DN at which the agent has logged in or out.
This value is
0
(zero) if the agent has logged in to or logged off a media channel.
QUEUEDBID The DBID of the ACD queue where the agent has logged in or out.
AGENTDBID The DBID of the agent who has logged in or out.
PLACEDBID
STATUS
TIME
LOGINID
The DBID of the place where the agent has logged in or out.
1
if the agent has logged in.
0
if the agent has logged out.
Time, in seconds since 1 January 1970 UTC (Universal Time
Coordinated), when the related login or logout event occurred.
The login ID of the resource for this record. The initial size of this field, as defined in the login.sql
script for your
RDBMS, is 255 characters, but you can adjust it as appropriate for your environment. Where the agent has logged in to or logged off a media channel, this field stores the media type. Stat Server gathers this information from the
MediaType
attribute of the triggering TEvent.
108 Framework 8.0
Appendix A: Physical Data Models for Stat Server Tables Table and Column Descriptions
The QINFO Table
The
QINFO
table contains the history of voice interaction activities from the perspective of one or more mediation DNs that are registered to the Stat Server
application. Stat Server writes to this table if the qinfo-table
configuration option is set to yes.
describes this table’s fields, which are presented in their order of appearance.
Table 19: Field Descriptions for the QINFO Table
Field Name
QueueDBID
ConnID
Status
Description
The queue’s DBID.
An identifier that T-Server assigns to the connected call. The value in this field is
0
(zero) if the status is not related to the call.
In multi-site scenarios, if the first transfer connection ID differs from the current connection ID associated with the call, the value stored in this field is the first transfer connection ID. Prior to Stat Server release 7.0.3, this field stored the current connection ID.
The status of the transition of a call through a queue whose DBID is displayed in the
QueueDBID
field (of this table). The possible values of
1
–
9
indicate the following statuses and durations:
Call Status Code Duration
Diverted from queue
Abandoned within queue
Diverted from queue (answered while ringing)
Diverted from queue (abandoned while ringing)
Party changed from queue (for consultation calls only)
Diverted from queue (forwarded)
Call cleared a
(for virtual queues only)
Call cleared after being stuck on a distribution DN
Call cleared after being stuck while ringing at an agent’s DN
1
2
3
4
5
6
7
8
9
Time in queue
Time in queue
Time in queue plus time spent ringing
Time in queue plus time spent ringing
Time in queue plus time spent ringing until party changed
Time in queue
Time in queue
Time in queue
Time at DN
Stat Server—Deployment Guide 109
Appendix A: Physical Data Models for Stat Server Tables Table and Column Descriptions
Table 19: Field Descriptions for the QINFO Table (Continued)
Field Name
StartTime
Duration
EndTime
Description
A sequence number representing the date and time when the status displayed in the
Status
field (of this table) began. The sequence begins with January 1, 1970,
12:01 AM UTC and increments every second. For example,
878159351
represents
October 29, 1997, 13:09:11. Each new second represents an increment of
1
in the sequence.
The duration, in seconds, of the status displayed in the
Status
field.
A sequence number representing the date and time when the status displayed in the
Status
field (of this table) ended. The sequence begins with January 1, 1970,
12:01 AM, UTC, and increments each second. For example,
878159351
represents
October 29, 1997, 13:09:11. Each new second represents an increment of
1
in the sequence.
a. Indicates that a call was cleared from a virtual queue (diverted to an agent’s DN from another virtual queue). This status is based on the CallCleared retrospective, instantaneous action. (Refer to the
Framework 8.0 Stat Server User’s Guide for a description of this action.)
The STATUS Table
The
STATUS
table contains the history of status changes for agent and place resources. This table also stores the current status for such resources that persist more than 600 seconds. Stat Server determines place status by the highest ranking action (as defined by Stat Server status priority tables) that occurs at the DNs it includes.
Starting with the 7.6.1 release, Stat Server supports status reporting for multimedia DNs—DNs capable of handling multiple simultaneous interactions. By setting the
multimedia-activity-in-status-table
configuration option to yes,
Stat Server selectively accounts for non-voicerelated actions on multimedia DNs in the status records that are written to this table.
Starting with the 8.0 release, Stat Server records the interaction IDs of
multimedia interactions when the ixn-id-in-status-table
configuration option is set to yes.
Note:
The
StartLocalTime, EndLocalTime,
and
IxnID
fields appear only if the appropriate script was run to create the STATUS
table. Refer to Table 16 on page 102 for descriptions of the scripts.
110 Framework 8.0
Appendix A: Physical Data Models for Stat Server Tables Table and Column Descriptions
Stat Server writes to this table only if the status-table
set to yes.
describes this table’s fields, which are presented in their order of appearance.
Table 20: Field Descriptions for the STATUS Table
Field Name
ID
AgentDBID
PlaceDBID
Status
StartTime
Duration
Description
A unique key field used for internal purposes. Upon reaching 4,294,967,296
(that is, 2
32
), Stat Server restarts the counter reusing all values starting from
1, provided that no records are associated with the IDs to be reused.
Warning! To store new records after the number of records in the
STATUS table reaches 4,294,967,296, clear the
STATUS
table. To keep previous records, back up this table’s data into a backup database prior to clearing the table.
The database ID (DBID) of an agent or
0
(zero).
The DBID of the place associated with the agent whose ID is displayed in the
AgentDBID
field of this table or
0
(zero).
17
18
19
20
21
22
23
8
9
13
16
6
7
4
5
The status of the agent whose DBID appears in the
AgentDBID
field or the status of the place whose DBID appears in the
PlaceDBID
field. If the values in the
AgentDBID
and
PlaceDBID
fields are both not
0,
then the agent and his or her place share the same status.
The following lists
STATUS
field values and their significance:
WaitForNextCall (Ready)
OffHook
CallDialing
CallRinging
NotReadyForNextCall
AfterCallWork
CallOnHold
ASM_Engaged
ASM_Outbound
CallUnknown
CallConsult
CallInternal
CallOutbound
CallInbound
LoggedOut
A sequence number representing the date and time when the status displayed in the
Status
field (of this table) began. The sequence begins with January 1,
1970, 12:01 AM UTC and increments each second. For example,
878159351 represents October 29, 1997, 13:09:11. Each new second is represented by an increment of
1
in the sequence.
The duration, in seconds, of the status displayed in the
Status
field in this table.
Stat Server—Deployment Guide 111
Appendix A: Physical Data Models for Stat Server Tables Table and Column Descriptions
Table 20: Field Descriptions for the STATUS Table (Continued)
Field Name
EndTime
ConnID
StartLocalTime
EndLocalTime
IxnID
Description
A sequence number representing the date and time when the status displayed in the
Status
field (of this table) ended. The sequence begins with January 1,
1970, 12:01 AM, UTC, and increments each second. For example,
878159351 represents October 29, 1997, 13:09:11. Each new second is represented by an increment of
1
in the sequence.
Beginning with the 7.1 release, this field holds a
0
(zero) value if the status does not complete.
An identification number that T-Server assigns to the connected call. The value in this field is
0
(zero) if the status is not related to a voice interaction.
In multi-site scenarios, if the first transfer connection ID differs from the current connection ID associated with the call, the value stored in this field is the first transfer connection ID. Prior to Stat Server release 7.0.3, this field stored the current connection ID.
A string containing a user-defined format for the local time of status start. The format of the start local time is controlled by the
field is populated if the local-time-in-status-table
configuration option has been enabled.
A string that contains a user-defined format for the local time of status end.
The format of the end local time is controlled by the time-format
option. This
field is populated if the local-time-in-status-table
configuration option has been enabled.
A string that contains the number that Interaction Server assigns to an interaction. The value of this field is null if the ixn-id-in-status-table configuration option is set to off
or if the associated status for this record originated from a source other than Interaction Server. In conjunction with a yes
setting for the ixn-id-in-status-table
configuration option, it is also recommended, although not required, that you set multimedia-activity-instatus-table
to true.
Note: Stat Server does not populate this field for Informix RDBMSs.
The VOICE_REASONS Table
Stat Server writes to the
VOICE_REASONS
table if the
configuration option is set to yes
in the Stat Server application. This table contains the history of hardware and software reasons for each agent to change or continue the
Ready
and
NotReady
states and the
AfterCallWork
work mode when handling voice interactions. (Hardware reasons are reported by the switch whereas software reason are established at a software level by a request from a software application, such as an agent desktop.)
112 Framework 8.0
Appendix A: Physical Data Models for Stat Server Tables Table and Column Descriptions
Stat Server retrieves
Reasons
information from data that is attached to the
EventAgentReady
and
EventAgentNotReady
TEvents for a DN assigned to a place that has a logged-in agent. Stat Server inserts reason records into the table retroactively—a record is added only after the
Reasons
value or work mode has changed or the DN state associated with the reason has ended.
The data from the Stat Server’s
VOICE_REASONS
table is not available for custom reporting off the Stat Server database directly; therefore, no description of the
VOICE_REASONS table structure is provided in this guide.
Reasons
data is available to users of Genesys Info Mart release 7.2 and higher.
Refer to the Genesys Info Mart Operations Guide for information about
Reasons
data in the Info Mart database.
Stat Server—Deployment Guide 113
Appendix A: Physical Data Models for Stat Server Tables Table and Column Descriptions
114 Framework 8.0
Appendix
B
Manually Purging Data from the Stat Server Database
Stat Server provides no utility to periodically purge unwanted data from the
Stat Server database and Genesys provides no defined procedure for implementing the purge. What data to purge and the purge operation itself are left to your discretion.
The steps, however, are relatively simple:
1. Back up your Stat Server data.
2. Determine your purge criteria—for example, the date beyond which to purge data.
3. For time-related purge criteria, determine the UTC-equivalent integer for the targeted date beyond which you want to purge data.
4. Write and execute an SQL script to purge data based on your criteria.
Determining the Purge Criteria
This appendix provides one approach, based on time, for trimming down the data stored in the Stat Server database. You may want to purge data based on other criteria, such as deactivated resources or status. In addition, you may wish to apply different purge rules to each of the
STATUS, QINFO,
and
LOGIN tables. Tailor the suggestions provided in this appendix to meet your business need.
Time-Related Fields in the Stat Server Database
Data in the Stat Server database is time-stamped in accordance with the time that Stat Server detected events from other servers. (The UseSourceTimeStamps feature does not pertain to data stored in the Stat Server database.) The
STATUS
Stat Server—Deployment Guide 115
Appendix B: Manually Purging Data from the Stat Server Database table holds the following time-related fields to measure when the status of a particular agent or place changes:
•
StartTime
(and
StartLocalTime
)
•
EndTime (and EndLocalTime )
The
QINFO
table holds:
•
StartTime
(and
StartLocalTime
)
•
EndTime
(and
EndLocalTime
)
Finally, the
LOGIN
tables holds the
Time
time-related field.
Except for the
LocalTime
fields in the
STATUS
table, all time fields are based on
Coordinated Universal Time (UTC), which measures the seconds from
January 1, 1970, 12:01 AM. To purge data prior to a particular date, you must have the equivalent UTC integer value of your targeted date.
Note:
Some
EndTime
fields may hold
0
values for incompleted statuses.
Basing a purge operation solely on this field is not advisable.
Determining the UTC Equivalent for a Selected Date
To determine the number of seconds between your targeted date and January 1,
1970, calculate the number of days between these two dates, and multiply the result by 86,400—the number of seconds in one day. There are numerous websites, such as http://www.timeanddate.com, that can help you to calculate the difference between two dates, or you can query your own RDBMS, using its date-diff functions.
Designing a Purge Script
QINFO, LOGIN,
and
STATUS
are independent tables in the Stat Server database; there are no fields joining these tables; no parent-child inter-relationships exists between them. Therefore, when deleting records, you need not be concerned about maintaining data integrity in between these tables, such as the integrity that is preserved by cascade-update and -delete operations for some databases. The absence of data in one Stat Server table has no impact on the content or significance of data in another Stat Server table.
One consideration to weigh in your purge script’s design, however, is that of performance. If the volume of unwanted rows is large, executing one delete statement to purge this data will certainly impact RDBMS performance.
Therefore, you should break up the operation so that the RDBMS purges data into whatever you determine to be manageable chunks.
The following generalized SQL statement deletes data:
DELETE
StatServerTable
WHERE criteria
;
116 Framework 8.0
Appendix B: Manually Purging Data from the Stat Server Database
To delete rows from the
LOGIN
table for resources that logged in prior to
July 30, 2001, issue the following query against the database:
DELETE LOGIN WHERE Time < 996451200 ;
[ 996,451,200 = 11,533 days (between 1/1/70 and 7/30/01) * 86,400 sec/day ]
This assumes that the volume of data in your database prior to July 30, 2001 is of a manageable enough size to be purged by one
DELETE
statement without adversely impacting performance.
Stat Server—Deployment Guide 117
Appendix B: Manually Purging Data from the Stat Server Database
118 Framework 8.0
Supplements
Related Documentation
Resources
The following resources provide additional information that is relevant to this software. Consult these additional resources as necessary.
Management Framework
•
The Framework 8.0 Deployment Guide, which will help you configure and install other Framework components.
•
The Framework 8.0 Stat Server User’s Guide, for information about the makeup of a statistic and the manner in which Stat Server provides data to its clients.
•
Genesys Administrator Help, for information about configuring Genesys applications using Genesys Administrator.
Genesys
•
The Genesys 8.0 Resource Capacity Planning Guide, which explains how the Genesys model has been expanded to serve agents conducting contact center interactions across several media types.
•
The Genesys 8.0 Security Deployment Guide, which will help you install the Genesys Security Pack and manage security certificates for the hosts in your contact center.
•
The Reporting Technical Reference Guide for the Genesys X Release, which describes the stat type definitions provided by Genesys solutions.
•
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.
Stat Server—Deployment Guide 119
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 Technical Support for more information.
•
Release Notes and Product Advisories for this product, which are available on the Genesys Technical Support website at http://genesyslab.com/support
.
Information about supported hardware and third-party software is available on the Genesys Technical Support website in the following documents:
•
Genesys Supported Operating Environment Reference Manual
•
Genesys Supported Media Interfaces Reference Manual
Consult these additional resources as necessary:
•
Genesys 7 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.
For additional system-wide planning tools and information, see the release-specific listings of System Level Documents on the Genesys Technical
Support website, accessible from the system level documents by release
tab in the Knowledge Base
Browse Documents
Section.
Genesys product documentation is available on the:
•
Genesys Technical Support website at http://genesyslab.com/support
.
•
Genesys Documentation Library DVD, which you can order by e-mail from Genesys Order Management at [email protected]
.
120 Framework 8.0
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_dep_statserver_11-2009_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.
Stat Server—Deployment Guide 121
Document Conventions
Table 21: 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] smcp_server -host <confighost>
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.
122 Framework 8.0
Index
Symbols
... (ellipsis)
. . . . . . . . . . . . . . . . . . 36
[] (square brackets)
. . . . . . . . . . . . . . 122
# (pound sign)
. . . . . . . . . . . . . . . . 50
< > (angle brackets)
A accept-clients-in-backup-mode configuration option
addp timeout
. . . . . . . . . . . . . . . . . 48
AfterCallWork work mode
AGENTDBID field in LOGIN table
. . . . . . . . . . . . . . . 108
AgentDBID field in STATUS table
. . . . . . . . . . . . . . 111
alarm log option
. . . . . . . . . . . . . . . 72
all log option
. . . . . . . . . . . . . . . . . 71
allow-vq-orig-dns-from-environment configuration option
angle brackets
. . . . . . . . . . . . . . . . 122
architecture
Management Framework
attached data
. . . . . . . . . . . . . . . . . 42
audience defining
. . . . . . . . . . . . . . . . . . . 8
auto-backup-interval configuration option
B backup-file-name configuration option
binding-threshold configuration option
brackets angle
. . . . . . . . . . . . . . . . . . . . 122
square
. . . . . . . . . . . . . . . . . . . 122
buffering log option
. . . . . . . . . . . . . . 62
C capacity-treat-acw-as-interaction configuration option
chapter summaries defining
. . . . . . . . . . . . . . . . . . . . 8
check-point log option
check-stuck-calls configuration option
check-vq-stuck-calls-frequency configuration option
commenting on this document
common log options
alarm
. . . . . . . . . . . . . . . . . . . . 72
all
. . . . . . . . . . . . . . . . . . . . . . 71
buffering
. . . . . . . . . . . . . . . . . . . 62
check-point
. . . . . . . . . . . . . . . . . 66
compatible-output-priority
debug
. . . . . . . . . . . . . . . . . . . . 74
default-filter-type
expire
. . . . . . . . . . . . . . . . . . . . 64
interaction
. . . . . . . . . . . . . . . . . . 73
keep-startup-file
. . . . . . . . . . . . . . . 63
<key name>
. . . . . . . . . . . . . . . . . 80
level-reassign-
. . . . . . . . . . . . . . . 77
level-reassign-disable
mandatory options
memory
. . . . . . . . . . . . . . . . . . . 66
memory-storage-size
message_format
messagefile
. . . . . . . . . . . . . . . . . 64
print-attributes
. . . . . . . . . . . . . . . . 66
rebind-delay
. . . . . . . . . . . . . . . . . 82
segment
. . . . . . . . . . . . . . . . . . . 63
sml
. . . . . . . . . . . . . . . . . . . . . 81
spool
. . . . . . . . . . . . . . . . . . . . 67
standard
. . . . . . . . . . . . . . . . . . . 73
time_convert
. . . . . . . . . . . . . . . . 65
time_format
. . . . . . . . . . . . . . . . . 66
trace
. . . . . . . . . . . . . . . . . . . . . 74
verbose
. . . . . . . . . . . . . . . . . . . 62
x-conn-debug-all
. . . . . . . . . . . . . . 70
Stat Server—Deployment Guide 123
Index x-conn-debug-api
. . . . . . . . . . . . . . 70
x-conn-debug-dns
. . . . . . . . . . . . . . 70
x-conn-debug-security
x-conn-debug-select
x-conn-debug-timers
x-conn-debug-write
compatible-output-priority log option
Configuration Manager configuring Stat Server manually
Configuration mode
configuration options common log options
for a Stat Server database
mandatory options
. . . . . . . . . . . . . . 61
configuring security banner
. . . . . . . . . . . . . . . 16
Stat Server using Genesys Administrator
configuring Stat Server manually
. . . . . . . . . . . . . . . . . . . 26
with a database
. . . . . . . . . . . . . . . 44
with Java Extensions
connections maximum number of client
SNMP
. . . . . . . . . . . . . . . . . . . . 39
ConnID field in QINFO table
. . . . . . . . . . . . . . 109
in STATUS table
. . . . . . . . . . . . . . 112
conventions in document
. . . . . . . . . . . . . . . . 121
type styles
. . . . . . . . . . . . . . . . . 122
D database configuring Stat Server with
database options binding-threshold
. . . . . . . . . . . . . . 44
enable-binding
. . . . . . . . . . . . . . . . 44
local-time-in-status-table
login-table
. . . . . . . . . . . . . . . . . . 45
qinfo-table
. . . . . . . . . . . . . . . . . . 46
status-table
. . . . . . . . . . . . . . . . . 47
status-table-update-end-time-at-end-only
time-format
. . . . . . . . . . . . . . . . . 47
use-server-id
. . . . . . . . . . . . . . . . 48
voice-reasons-table
warn-unsent-sql-statements
debug log option
. . . . . . . . . . . . . . . 74
debug-level configuration option
debug-level log option
DefaultAgentSPT configuration option
DefaultDNSPT configuration option
default-filter-type log option
DefaultRPSPT configuration option
DNDBID field in LOGIN table
. . . . . . . . . . . . . . . 108
DNs registering
. . . . . . . . . . . . . . . . . . 41
do-backup-in-background configuration option
document conventions
. . . . . . . . . . . . . . . . 121
errors, commenting on
version number
. . . . . . . . . . . . . . 121
Duration field in QINFO table
. . . . . . . . . . . . . . 110
in STATUS table
E ellipsis character (...)
. . . . . . . . . . . . . . 36
emulate-acw-for-mlink configuration option
enable-binding configuration option
enable-java configuration option
EndLocalTime field
in STATUS table
EndTime field in QINFO table
. . . . . . . . . . . . . . 110
in STATUS table
EventDiverted TEvent
EventReserved_2 heartbeats
examples response file
. . . . . . . . . . . . . . . . 89
silent install log file
expire log option
. . . . . . . . . . . . . . . . 64
F filters-allow-wildcards-in-values configuration option
font styles italic
. . . . . . . . . . . . . . . . . . . . 122
monospace
. . . . . . . . . . . . . . . . 122
G
Genesys Administrator
I
ID field in STATUS table
ignore-disabled-objects-in-group-statistics configuration option
ignore-disabled-objects-in-queue-statistics
configuration option
ignore-disabled-objects-in-queue-statistics configuration option
ignore-off-hook-on-position configuration option
124 Framework 8.0
Index
Installation mode
installing
Stat Server silently
. . . . . . . . . . . . . . 88
the eServices Extensions
the Outbound Contact Extension
the Stat Server application
the Stat Server Wizard
the Voice Callback Extension
InstallShield Silent
. . . . . . . . . . . . . . 88
interaction log option
intervals auto-backup-interval
old-stats-remove-interval
invoking the Stat Server Wizard
italics
. . . . . . . . . . . . . . . . . . . . . 122
IxnID field
. . . . . . . . . . . . . . . . . . . 106
in STATUS table
. . . . . . . . . . . . . . 112
J java configuration options debug-level
. . . . . . . . . . . . . . . . . 50
enable-java
. . . . . . . . . . . . . . . . . 50
java-libraries-dir
. . . . . . . . . . . . . . . 52
jvm-path
. . . . . . . . . . . . . . . . . . . 53
Java Extensions installing
. . . . . . . . . . . . . . . . . . . 86
Java extensions configuring Stat Server with
java-config section
. . . . . . . . . . . . . . 52
java-extensions-dir option
java-libraries-dir
. . . . . . . . . . . . . . . 52
jvm-path option
. . . . . . . . . . . . . . . 53
java-extension-loading-timeout
configuration option
java-extensions section
java-extensions-dir configuration option
java-libraries-dir configuration option
JVM loading
. . . . . . . . . . . . . . . . . . . . 51
loading JVM
. . . . . . . . . . . . . . 50
jvm-options section
. . . . . . . . . . . . . . 53
jvm-path configuration option
K keep-startup-file log option
<key name> log option
kv65_adapter.jar
kvlists.jar
. . . . . . . . . . . . . . . . . 51
L
LD_LIBRARY_PATH environment variable
level-reassign- log option
level-reassign-disable log option
LIBPATH environment variable
load-balance-aht configuration option
loading JVM
. . . . . . . . . . . . . . . . . . 51
Local Control Agent
. . . . . . . . . . . . . . 98
local-time-in-status-table configuration option
log configuration options
log file for silent installation
sample for silent install
silent install result codes
log sections log
. . . . . . . . . . . . . . . . . . . . . . 61
log-filter
. . . . . . . . . . . . . . . . . . . 79
log-filter-data
. . . . . . . . . . . . . . . . 80
LOGIN table
. . . . . . . . . . . . . . . 45
LOGINID field in LOGIN table
. . . . . . . . . . . . . . 108
login-table configuration option
M management-port configuration option
max-client-connections configuration option
max-unsent-sql-statements configuration option
memory log option
. . . . . . . . . . . . . . . 66
memory requirements
memory-storage-size log option
message_format log option
messagefile log option
metadata
. . . . . . . . . . . . . . . . . . . . 26
modes of the Stat Server Wizard
monospace font
. . . . . . . . . . . . . . . 122
multimedia-activity-in-status-table configuration option
N nec-position-extension-linked configuration option
O old-stats-remove-interval configuration option
Stat Server—Deployment Guide 125
Index
P p- queue-use-pseudo-actions configuration option
PATH environment variable
performance considerations
persistent statistics
. . . . . . . . . . . . . . 31
PLACEDBID field in LOGIN table
. . . . . . . . . . . . . . . 108
PlaceDBID field in STATUS table
. . . . . . . . . . . . . . 111
position-extension-linked configuration option
pound sign (#)
. . . . . . . . . . . . . . . . 50
prerequisites for starting Stat Server
print-attributes log option
purge criteria
. . . . . . . . . . . . . . . . . 115
purging the Stat Server database
Q
QINFO table
. . . . . . . . . . . . . . . 46
qinfo-table configuration option
queue statuses
. . . . . . . . . . . . . . . . 46
QUEUEDBID field in LOGIN table
. . . . . . . . . . . . . . . 108
QueueDBID field in QINFO table
. . . . . . . . . . . . . . 109
R rebind-delay log option
reconnect-timeout configuration option
reg-delay configuration option
reg-dns-chunk-delay configuration option
reg-dns-chunk-volume configuration option
registering DNs chunk size
. . . . . . . . . . . . . . . . . . 41
interval duration
. . . . . . . . . . . . . . . 41
response file for silent installation
playing back
. . . . . . . . . . . . . . . . . 89
sample
. . . . . . . . . . . . . . . . . . . . 89
S security banner
. . . . . . . . . . . . . . . . 16
segment log option
. . . . . . . . . . . . . . 63
send-timeout configuration option
Services Layer
. . . . . . . . . . . . . . . . 13
show-attached-data configuration option
silent installation
. . . . . . . . . . . . . . . 88
command line parameters
defined
. . . . . . . . . . . . . . . . . . . 88
log file
. . . . . . . . . . . . . . . . . . . . 92
log file result codes
performing remotely
response file
. . . . . . . . . . . . . . . . 88
sml log option
. . . . . . . . . . . . . . . . . 81
SNMP connections
. . . . . . . . . . . . . . 39
Solution Control Server
spool log option
. . . . . . . . . . . . . . . . 67
square brackets
. . . . . . . . . . . . . . . 122
standard log option
. . . . . . . . . . . . . . 73
starting Stat Server as an Windows NT Service
from the Solution Control Interface
on UNIX
. . . . . . . . . . . . . . . . . . . 96
on Windows
. . . . . . . . . . . . . . . . . 97
StartLocalTime field
in STATUS table
StartTime field in QINFO table
. . . . . . . . . . . . . . 110
in STATUS table
Stat Server installing
. . . . . . . . . . . . . . . 83
,
multiple Stat Servers
optimizing performance
starting manually
statserver section
using Configuration Manager
Stat Server metadata
Stat Server sections java-config
. . . . . . . . . . . . . . . . . 52
java-extensions
. . . . . . . . . . . . . . . 54
jvm-options
. . . . . . . . . . . . . . . . . 53
log
. . . . . . . . . . . . . . . . . . . . . . 61
log-filter
. . . . . . . . . . . . . . . . . . . 79
log-filter-data
. . . . . . . . . . . . . . . . 80
statserver
. . . . . . . . . . . . . . . . . . 30
Stat Server Wizard
Configuration Mode
Installation mode
. . . . . . . . . . . . . . 21
modes
. . . . . . . . . . . . . . . . . . . . 17
Uninstall mode
. . . . . . . . . . . . . . . 28
Upgrade mode
. . . . . . . . . . . . . . . 24
Stat_Server_800.apd
Stat_Server_800.xml
. . . . . . . . . . . . . . 26
statistics persistent
. . . . . . . . . . . . . . . . . . 31
persistent statistics
statlib
. . . . . . . . . . . . . . . . . . . . . . 14
statserver section
,
- queue-use-pseudo-actions configuration option
accept-clients-in-backup-mode configuration option
allow-vq-orig-dns-from-environment configuration option
126 Framework 8.0
Index auto-backup-interval configuration option
backup-file-name configuration option
binding-threshold configuration option
capacity-treat-acw-as-interaction configuration option
check-stuck-calls configuration option
check-vq-stuck-calls-frequency configuration option
configuration options
debug-level configuration option
DefaultAgentSPT configuration option
DefaultDNSPT configuration option
DefaultRPSPT configuration option
do-backup-in-background configuration option
emulate-acw-for-mlink configuration option
enable-binding configuration option
enable-java configuration option
filters-allow-wildcards-in-values configuration option
ignore-disabled-objects-in-group-statistics configuration option
ignore-disabled-objects-in-queue-statistics configuration option
ignore-off-hook-on-position configuration option
load-balance-aht configuration option
local-time-in-status-table configuration option
login-table configuration option
management-port configuration option
max-client-connections configuration option
max-unsent-sql-statements configuration option
multimedia-activity-in-status-table configuration option
nec-position-extension-linked configuration option
old-stats-remove-interval configuration option
position-extension-linked configuration option
qinfo-table configuration option
reconnect-timeout configuration option
reg-delay configuration option
reg-dns-chunk-delay configuration option
reg-dns-chunk-volume configuration option
send-timeout configuration option
show-attached-data configuration option
status-table configuration option
status-table-update-end-time-at-end-only configuration option
suppress-agent-status-updates-for-ixn-server configuration option
suppress-user-data configuration option
time-format configuration option
use-server-id configuration option
vag-statistics-active-agents-only configuration option
voice-reasons-table configuration option
vq-ignore-third-party-dn configuration option
vq-treat-unknown-third-party-dn-as-agent-dn configuration option
warn-unsent-sql-statements configuration option
statserver_impl.jar
statserver.jar
. . . . . . . . . . . . . . . 51
Status field in LOGIN table
. . . . . . . . . . . . . . 108
in QINFO table
. . . . . . . . . . . . . . 109
in STATUS table
STATUS table
. . . . . . . . . . . . . . 47
recording multimedia activity
status-table configuration option
status-table-update-end-time-at-end-only configuration option
stopping Stat Server as a Windows NT Service
from SCI
. . . . . . . . . . . . . . . . . . 98
on UNIX
. . . . . . . . . . . . . . . . . . . 98
stuck calls checkup interval
. . . . . . . . . . . . . . . 32
frequency of checks for
suppress-agent-status-updates-for-ixn-server configuration option
suppress-user-data configuration option
switch types
. . . . . . . . . . . . . . . . . . 58
SWITCHDBID field in LOGIN table
. . . . . . . . . . . . . . 108
T
ThirdPartyDN attribute
TIME field in LOGIN table
. . . . . . . . . . . . . . 108
time formats of the local time fields
time_convert log option
time_format log option
time-format configuration option
trace log option
. . . . . . . . . . . . . . . . 74
type styles conventions
. . . . . . . . . . . . . . . . 122
italic
. . . . . . . . . . . . . . . . . . . . 122
monospace
. . . . . . . . . . . . . . . . 122
typographical styles
Stat Server—Deployment Guide 127
Index
U
Uninstall mode
. . . . . . . . . . . . . . .17
uninstalling the Stat Server application
the Stat Server Application object
the Stat Server Wizard
UNIX installing Stat Server
starting Stat Server manually
stopping Stat Server
Upgrade mode
. . . . . . . . . . . . . . .17
use-server-id configuration option
V vag-statistics-active-agents-only configuration option
verbose log option
. . . . . . . . . . . . . . 62
version numbering, document
virtual agent groups
VOICE_REASONS table
voice-reasons-table configuration option
vq-ignore-third-party-dn configuration option
vq-treat-unknown-third-party-dn-as-agent-dn configuration option
W warn-unsent-sql-statements configuration option
Windows installing Stat Server
starting Stat Server manually
Windows NT Service Control Manager
writing to the same database table
X x-conn-debug-all log option
x-conn-debug-api log option
x-conn-debug-dns log option
x-conn-debug-security log option
x-conn-debug-select log option
x-conn-debug-timers log option
x-conn-debug-write log option
128 Framework 8.0
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Key features
Real-time tracking of interaction management resources
Calculation of basic contact center performance measurements
Integration with Genesys T-Server and Interaction Server
Retrieves configuration from Genesys Configuration Server
Supports secure Transport Layer Security (TLS) connections
Configurable via Stat Server Wizard or manual options
Supports Java Extensions for specific Genesys solutions
Ability to write statistical data to a database
Frequently asked questions
Prior to starting Stat Server, ensure that Configuration Server, T-Server, and DB Server (if it's configured to write data to a database) are all running.
To optimize performance, install Stat Server on a machine with sufficient physical memory to avoid swapping, consider distributing statistics over multiple Stat Server applications for large contact centers, and do not install it on the same host as Configuration Server or other real-time, third-party applications. Tuning configuration options like debugging log levels and database write settings can also help.
Yes, Stat Server supports secure Transport Layer Security (TLS) connections between itself and Configuration Server, T-Server, DB Server, Outbound Contact Server, and Universal Router Server. Local Control Agent (LCA) connections are not secure.
The Stat Server Wizard is a tool that guides you through the process of configuring, upgrading, or uninstalling a Stat Server application object, simplifying the setup process.
