Genesys Stat Server Deployment Guide
Reklama
Reklama
Framework 8.1
Stat Server
Deployment Guide
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for more information.
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Notice
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Changes and/or corrections to the information contained in this document may be incorporated in future versions.
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.
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Customer Care, please refer to the Genesys Care Program Guide for complete contact information and procedures.
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Document Version: 81fr_dep_statserver_12-2013_v8.1.20
1.00
Preface
Chapter 1
Chapter 2
Chapter 3
Table of Contents
Making Comments on This Document ...................................................... 8
Contacting Genesys Customer Care......................................................... 8
Document Change History ........................................................................ 8
Overview of Stat Server ......................................................................... 9
Changes Introduced in Release 8.1.2 .................................................. 9
Changes Introduced in Release 8.1.0 ................................................ 10
Other Changes Documented Elsewhere ............................................ 11
Installing the Stat Server Wizard ............................................................. 15
Modes of the Stat Server Wizard............................................................. 17
Uninstalling the Stat Server Wizard......................................................... 17
Configuring a Stat Server Application................................................ 19
Stat Server Wizard—Installation Mode.................................................... 19
Stat Server Wizard—Upgrade Mode ....................................................... 23
Stat Server Wizard—Configuration Mode ............................................... 24
Configuring a Stat Server Application Using Genesys Administrator . 26
Configuring a Stat Server Application Using Configuration Manager . 26
Configuring Stat Server as Part of a SIP Cluster..................................... 28
Adding SIP Server Applications to Stat Server Configuration ............ 28
How Stat Server Pairs Its Nodes to SIP Server Nodes ...................... 29
Configuring Secure Connections in an HA Environment......................... 29
Stat Server Wizard—Uninstall Mode ....................................................... 31
Stat Server—Deployment Guide 3
Table of Contents
Chapter 4
Chapter 5
Chapter 6
Chapter 7
The HTTP Interface............................................................................... 33
Using the HTTP Interface for Feature Server.......................................... 33
Configuring an HTTP Listening Port........................................................ 34
Internal Performance Counters ............................................................... 34
Configuring a Stat Server Cluster Solution ....................................... 37
Stat Server Cluster Solution Prerequisites .............................................. 38
Creating a Stat Server Solution ............................................................... 38
Using Configuration Manager ............................................................. 39
Using Genesys Administrator ............................................................. 40
Configuring the Components of a Stat Server Solution........................... 41
Configuring Options for a Stat Server Solution........................................ 42
Displaying the Annex Tab ................................................................... 42
Importing Statistical Types into a Solution .......................................... 42
Statistical Parameter Sections............................................................ 45
Configuring High Availability for Stat Server Solutions............................ 45
Fine-Tuning the Configuration of a Stat Server Application ............ 47
Other Factors Affecting Stat Server ................................................... 81
Stat Server Reads Switch and DN Attributes .......................................... 82
To Determine Capacity and Impact Routing of Interactions to
Multimedia DNs .............................................................................. 82
To Suppress the Transmission of Attached Data................................ 82
For Processing Stuck Calls and ACW Notifications............................ 83
Stat Server Reads Resource Attributes................................................... 83
To Determine Which Objects Are Enabled ......................................... 83
To Determine if Origination DNs Are Configured ................................ 83
Stat Server Reads Virtual Agent Group Definitions................................. 84
To Determine Group Membership....................................................... 84
Stat Server Reads Mediation DN Attributes ............................................ 84
To Determine Average Handling Time ................................................ 84
To Calculate Action Durations............................................................. 84
To Calculate Estimated Wait Time ...................................................... 84
Stat Server Reads SIP Server................................................................. 85
4 Framework 8.1
Table of Contents
Chapter 8
Chapter 9
Chapter 10
Chapter 11
Common Log Options.......................................................................... 87
Log Output Options............................................................................. 97
Installing a Stat Server Application .................................................. 113
Installing Stat Server Following Wizard Configuration........................... 113
Installing Stat Server Following Manual Configuration .......................... 115
Manually Installing the Java Extensions................................................ 117
Installing Stat Server Silently................................................................. 119
Uninstalling the Stat Server Application ................................................ 119
Starting and Stopping a Stat Server Application ............................ 121
What Must Be Running Prior to Start .................................................... 121
Starting a Stat Server Application.......................................................... 122
Using Genesys Administrator ........................................................... 123
On Windows, from the Command Line............................................. 124
As a Windows Service ...................................................................... 125
Stopping a Stat Server Application........................................................ 125
On Windows ..................................................................................... 126
Starting and Stopping a Stat Server Solution.................................. 127
What Must Be Running Prior to Start .................................................... 127
Starting a Stat Server Solution .............................................................. 128
Using Genesys Administrator ........................................................... 128
On Windows, from the Command Line............................................. 129
Stopping a Stat Server Solution ............................................................ 129
Using Genesys Administrator ........................................................... 130
On Windows ..................................................................................... 130
Stat Server—Deployment Guide 5
Table of Contents
Chapter 12
Optimizing Performance .................................................................... 131
Hardware-Related Recommendations .................................................. 131
Software-Related Recommendations.................................................... 132
Chapter 13
Physical Data Models for Stat Server Tables................................... 139
Table Schema by RDBMS ..................................................................... 140
Table and Column Descriptions............................................................. 141
The LOGIN Table.............................................................................. 142
The QINFO Table.............................................................................. 143
The STATUS Table ........................................................................... 145
The VOICE_REASONS Table .......................................................... 147
Manually Purging Data from the Stat Server Database .................. 149
Supplements
Related Documentation Resources ................................................... 153
Document Conventions ...................................................................... 155
Index
6 Framework 8.1
Preface
Welcome to the Framework 8.1 Stat Server Deployment Guide. This document introduces you to the configuration, installation, and start procedures that are relevant to Stat Server. This guide is valid only for the 8.1.x releases of
Stat Server.
Note: For releases of this document that have been created for other releases of this product, please visit the Genesys Documentation website, or request the Documentation Library DVD, which you can order by e-mail 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 8
Contacting Genesys Customer Care, page 8
Document Change History, page 8
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.
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.
Stat Server—Deployment Guide 7
8
Preface Making Comments on This Document
• Network design and operation.
• Your own network configurations.
You should also be familiar with Genesys Framework and Genesys solutions architecture and functions.
Making Comments on This Document
If you especially like or dislike anything about this document, feel free to contact us via the Genesys Documentation website .
You can comment on what you regard as specific errors or omissions, and on the accuracy, organization, subject matter, or completeness of this document.
Please limit your comments to the scope of this document only and to the way in which the information is presented. Contact your Genesys Account
Representative or Genesys Customer Care if you have suggestions about the product itself.
When you send us comments, you grant Genesys a nonexclusive right to use or distribute your comments in any way that it believes appropriate, without incurring any obligation to you.
Contacting Genesys Customer Care
If you have purchased support directly from Genesys, please contact Genesys
Customer Care .
Before contacting Customer Care, please refer to the Genesys Care Program
Guide for complete contact information and procedures.
Document Change History
This is the first release of the Genesys 8.1 Stat Server Deployment Guide. In the future, this section will list topics that are new or have changed significantly since the first release of this document.
Framework 8.1
Chapter
1
Overview of Stat Server
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.
This chapter contains the following sections:
New in This Release
This section lists topics that are new or that have changed significantly since the 8.0.001.00 release of this document.
Changes Introduced in Release 8.1.2
• Stat Server supports Java Development Kit (JDK) version 1.7.
• The emulate-acw-for-mlink configuration option is discontinued beginning with release 8.1.100.42 and has been removed from this document.
Description of this option is in the Framework 8.0 Stat Server Deployment
Guide.
• Stat Server supports a restricted release of SIP Cluster. Information about
Stat Server functionality that pertains specifically to SIP Cluster environment is provided in this document; however, this functionality is not applicable to Stat Server deployed in a regular environment. For information on Genesys SIP Cluster technology, contact your Genesys representative.
Stat Server—Deployment Guide 9
Chapter 1: Overview of Stat Server New in This Release
• Support for the reporting of interactions that are distributed by the SIP
Cluster solution has been initially added in Stat Server Restricted Release
8.1.1. To this end, the following chapters were added to this document to describe Stat Server management within such a framework:
Chapter 4, “The HTTP Interface”
Chapter 5, “Configuring a Stat Server Cluster Solution”
Chapter 11, “Starting and Stopping a Stat Server Solution”
• Numerous changes related to Stat Server operation in “cluster mode” were made in nearly every other chapter. Refer to the following for an overview of this mode of Stat Server operation:
The “Introduction” chapter of the Framework 8.1 Stat Server User’s
Guide.
“Configuring Stat Server as Part of a SIP Cluster” on page 28 .
“The Stat Server Cluster” on page 37 .
• The additional value Shmem for the option debug-level , described on
• Stat Server in both its regular mode of operation and cluster mode observes the following additional changes:
The Agent-Place model was improved such that Stat Server now sends to its clients DN-related activity of agents and places simultaneously maintaining total independency from each other in contrast to the former model which maintained a strict Place-Agent association.
The resource capacity model no longer enforces an agent-place association. Read more about this change in the Genesys 8.1 Resource
Capacity Planning Guide.
The
configuration option is obsolete beginning with release 8.1.1. See
for details.
Changes Introduced in Release 8.1.0
• Support for secure Transport Layer Security connections between Stat
Server and the following Genesys servers:
Configuration Server
T-Server (including SIP Server)
DB Server
Outbound Contact Server
Universal Router Server
Interaction 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.
10 Framework 8.1
Chapter 1: Overview of Stat Server New in This Release
• A new section has been added to demonstrate how to configure secure
connections in a high-availability environment. See page 29.
• Several new configuration options to direct Stat Server behavior:
show-queued-interactions, described on
media-type, described on
enable-ipv6, described on
This document also includes descriptions for several options that were introduced after the last publication of this document and during intermediate
7.6 and 8.0 releases, including the following:
• allow-asm-outbound-on-established, described on
• generate-stat-validity-events,
• generate-transfer-taken-on-ringing,
• queue-disable-dcid-for-missed-calls, described on
• rp-handle-queueing-events, described on
• subscribe-for-all-ixn-server-events, described on
• vq-use-alt-enter-time,
• xx-disconnect-clients-on-ixn-server-disconnect,
• The following additional values for options in the [log-filter] and [logfilter-data] sections, described on
–
hide-first,<n> hide-last,<n> unhide-first,<n>
unhide-last,<n>
• The installation routine has been improved to enable Stat Server connection to Configuration Server via a client-side port. See
–
.
Other Changes Documented Elsewhere
The Framework 8.1 Stat Server User’s Guide describes other new features, such as Stat Server’s support of hunt groups, the ExpectedWaitTime2 statistical category and the ReasonStartOverridesStatusStart stat type option. Stat
Server Log Events Help includes new events that describe the logging of Stat
Server cluster activity. The Genesys 8.1 Resource Capacity Planning Guide describes changes to the capacity vector and capacity rule inheritance. The
Supported Operating Environment Reference Guide lists the operating systems
(OSs) on which Stat Server 8.1 can operate. Also, the Genesys Migration
Guide describes the high-level changes that were implemented with each release.
Stat Server—Deployment Guide 11
Chapter 1: Overview of Stat Server Stat Server Overview
Stat Server Overview
The Genesys Statistics Server (Stat Server) is part of the Genesys Management
Framework Services Layer shown in
SOLUTIONS
Services Layer
Media Layer
User Interaction Layer
Management Layer
Configuration Layer
FRAMEWORK
Figure 1: Management Framework Architecture
Refer to the Framework 8.1 Deployment Guide for more information about the
Services Layer and Stat Server’s role within the Genesys Management
Framework.
As a client of T-Server, Session Initiation Protocol (SIP) Server (a type 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
• Places
•
•
•
Staging areas
Tenants
Workbins
• Queues
• Group of agents, places, and queues
• Routing Points
• Switches
• Campaigns
• Calling lists
12 Framework 8.1
Chapter 1: Overview of Stat Server Stat Server Overview
Refer to “Stat Server Object Types” in the Framework 8.1 Stat Server User’s
Guide for information about which of these object types is supported for different modes of Stat Server operation.
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 8.0 series. 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 8.1 Stat Server Deployment Guide describes the configuration and installation of the Stat Server application (and supporting topics) whereas the Framework 8.1 Stat Server User’s Guide describes the configuration of statistics—their stat type definition. The Reporting Technical Reference 8.0 series 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.
Stat Server—Deployment Guide 13
Chapter 1: Overview of Stat Server Stat Server Overview
14 Framework 8.1
Chapter
2
Stat Server Wizard
You use the Stat Server Wizard to guide you through the process of configuring a Stat Server application—in either regular or cluster mode, and for regular mode operation—with or without Java extensions. You can also manually configure a Stat Server application without the benefit of using the wizard. Manual configuration instructions are provided in
beginning
. However, you cannot use the Stat Server Wizard to configure a
Stat Server solution—the necessary component for running Stat Server in
cluster mode. Refer to Chapter 5 beginning on page 37 for this information.
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. Refer to the listing of supported platforms in the read_me.html
file of the Stat
Server Wizard installation package.
Stat Server—Deployment Guide 15
Chapter 2: Stat Server Wizard
16
Installing the Stat Server Wizard
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.
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.
Framework 8.1
Chapter 2: Stat Server Wizard Modes of the Stat Server Wizard
If you opted to proceed when the security banner cannot be displayed
( Step 4 , second bullet), the page that requests 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.
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:
• Installation mode
• Configuration mode
• Upgrade mode
• Uninstall mode
Configuring a backup Stat Server is also possible in these modes. The manner in which you invoke the Stat Server Wizard, and the place from which you invoke it, determines 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 8.1
Chapter
3
Configuring a Stat Server
Application
You must configure a Stat Server Application object before you install it. To configure Stat Server using the Stat Server Wizard (or manually), Configuration Server must be running. In the following sections, this chapter describes how to configure a Stat Server Application object:
Stat Server Wizard—Installation Mode, page 19
Stat Server Wizard—Upgrade Mode, page 23
Stat Server Wizard—Configuration Mode, page 24
Configuring Stat Server as Part of a SIP Cluster, page 28
Configuring Secure Connections in an HA Environment, page 29
Stat Server Wizard—Uninstall Mode, page 31
Notes: 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 its clients, or between Stat
Server and Configuration Server, you must configure such connections manually following the procedures described in the
Genesys Security Deployment Guide.
The wizard also does not provide a complete configuration for Stat
Server applications that should operate in cluster mode.
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
Stat Server—Deployment Guide 19
Chapter 3: Configuring a Stat Server Application Stat Server Wizard—Installation Mode
, 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 > New > Stat Server.
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 in which to store it, if you do not want to use the default. Then, 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.
20 Framework 8.1
Chapter 3: Configuring a Stat Server Application Stat Server Wizard—Installation Mode
Notes: This page does not appear in single-tenant environments.
To configure Stat Server as a component of a clustered solution, designate one tenant only on this page. The tenant you select must match that selected for the solution.
5. On the Switch Selection page, select one or more T-Server or SIP Server applications that you want Stat Server to monitor, and click Next.
6. On the Interaction Server selection page, select one or more Interaction
Server applications that you want Stat Server to monitor, and click Next .
Note: This page does not apply for Stat Server in cluster mode.
7. On the Log configurations page, specify what information Stat Server is to log and a Message Server, if you plan to use the Management Layer for alarm-signaling and centralized logging capabilities . 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 must configure a Java Runtime Environment only if you intend to use Stat Server for Reporting in Outbound Contact 7.2
+ or eServices 7.0
+
.
This page does not apply for Stat Server in cluster mode.
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.
Refer to Chapter 4, “The HTTP Interface,” beginning on page 33 , for
information about how to configure a special kind of port for Feature
Server.
Note: For Stat Server in cluster mode, this host designation must match that of the clustered solution.
10. On the Installation Package page:
a. Specify the root of the Real-Time Metrics Engine CD.
Stat Server—Deployment Guide 21
Chapter 3: Configuring a Stat Server Application Stat Server Wizard—Installation Mode
b. Specify where you want the installation package copied, and then click
Next .
Note: Remember the destination path that you specify in this step. You will need it later (on
page 113 ) 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 that is 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.
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
that contains the configuration parameters that you specified and places this file in the destination path that is indicated in
If 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 and/or eServices. If Stat Server is to function as a node of a clustered solution, be sure to add the Stat Server Application to the Components tab of your solution application. Now, install the deployed installation package as described on
page 113 . Be sure to review the recommendations in the Configuration
Wizards section of the Framework 8.1 Deployment Guide if you plan to install
Stat Server on a host other than the computer that is running the Stat Server
Wizard.
22 Framework 8.1
Chapter 3: Configuring a Stat Server Application Stat Server Wizard—Upgrade Mode
Stat Server Wizard—Upgrade Mode
To benefit from improvements that are made from release to release, you should run the Stat Server Wizard in Upgrade mode to upgrade Stat Server
Application objects. You do not have to uninstall the Stat Server application in order to upgrade it but you do need to first stop the application from running.
Before the upgrade, 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 that you want to perform a rollback. Refer to the
Framework 8.1 Configuration Manager Help for information about using this utility.
1. In Configuration Manager or the Wizard 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 in which 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 .
Note: For Stat Server operating in cluster mode, the host you select must match that of the clustered solution.
Refer to Chapter 4, “The HTTP Interface,” beginning on page 33 , for
information about how to configure a special kind of port for Feature
Server.
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 that you specify in this step. You will need it later (on
page 113 ) to install Stat Server.
A bar displays the progress of completion.
6. On the Upgrade Ready page, click Next.
Stat Server—Deployment Guide 23
Chapter 3: Configuring a Stat Server Application Stat Server Wizard—Configuration Mode
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
that contains the configuration parameters that 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 and/or eServices. Next, install the deployed installation
package, as described on page 113
. Be sure to review the recommendations in the “Deploying with Configuration Wizard Framework” chapter of the
Framework 8.1 Deployment Guide if you plan to install Stat Server on a host other than the computer that is 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 between six and 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 tenant(s) that your Application object will monitor.
This tab does not appear for single-tenant environments.
Note: You should specify one tenant only for a Stat Server Application that belongs to a clustered solution.
• Start Info —Specifies the working directory, executable, command-line arguments, startup and shutdown timeouts, and whether the application is to restart automatically upon shutdown. Refer to
information about command-line parameters.
Note: For Stat Server operating in cluster mode, auto-restart must be selected.
• Server Info —Specifies the host and port of the computer on which Stat
Server resides.
24 Framework 8.1
Chapter 3: Configuring a Stat Server Application Manual Configuration
Note: If you configure Stat Server as a component of a clustered solution, this host must match the host option value in the [cluster] section of the solution Application.
From this tab you can also specify a timeout value in seconds for unsuccessful attempts to connect to the server.
Refer to Chapter 4, “The HTTP Interface,” beginning on page 33 , for
information about how to configure a special kind of port for Feature
Server.
• 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 or SIP 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.
Note: This tab does not apply to Stat Server in cluster mode.
• 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.
Note: This tab does not apply to Stat Server in cluster mode.
When you click the Apply or OK button on the Properties page, the 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 configure a Stat Server 8.1 Application object manually either within
Genesys Administrator or within Configuration Manager. 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_810.apd
or Stat_Server_812.apd.
You should import this file into your configuration environment before configuring Stat Server applications.
Stat Server—Deployment Guide 25
Chapter 3: Configuring a Stat Server Application Manual Configuration
Configuring a Stat Server Application Using
Genesys Administrator
Another file in the templates directory of the Real-Time Metrics Engine CD—
Stat_Server_810.xml
or Stat_Server_812.xml, depending on your 8.1 release
—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 8.1.x release. (The complete listing of configuration options is located in this document and accompanying release notes.) To use this metadata, you must 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 against this metadata.
Refer to the “Application Templates” book within Framework 8.1 Genesys
Administrator Help for instructions on how to import and use metadata and for instructions on how to configure applications within Genesys Administrator.
Notes: Metadata cannot be used in conjunction with the Stat Server application template in Configuration Manager.
The Stat Server applications that function within a Stat Server cluster ignore the stat type definitions that are defined at the application level.
Configuring a Stat Server Application Using
Configuration Manager
To configure a Stat Server application manually 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 that you are installing—for example, Stat_Server_810.apd
or Stat_Server_812.apd.
If you cannot locate this template, import it from the Real-Time Metrics
Engine CD.
Note: The Stat Server applications that function within a Stat Server cluster ignore the stat type definitions that are defined at the application level.
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.
26 Framework 8.1
Chapter 3: Configuring a Stat Server Application Manual Configuration
5. For multi-tenant configurations, on the Tenants tab, specify the tenants that you plan to have Stat Server monitor.
Note: This tab does not appear in single-tenant environments.
For Stat Server applications that are part of a clustered solution, you should specify one tenant only; this tenant must match that of the Stat Server solution.
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 it attempts reconnection to this server after 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.
7. On the Start Info tab, provide the working directory and command-line parameters and indicate whether the application is to auto-restart upon shutdown. For information about command-line parameters, refer to
Note: For Stat Server operating in cluster mode, you must select auto-restart.
8. On the Connections tab, add the following Application objects:
One or more T-Server application(s).
One or more Interaction Server application(s).
Message Server, if you plan to use the Management Layer for alarmsignaling and centralized logging capabilities.
Two or more SIP Server applications (if you plan to use Stat Server within a SIP Cluster environment)
One 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 the first one that is listed only, even if the first one is unavailable.
Stat Server—Deployment Guide 27
Chapter 3: Configuring a Stat Server Application Configuring Stat Server as Part of a SIP Cluster
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 8.1 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 and/or eServices Application object. This step does not apply for SS c
.
Configuring Stat Server as Part of a
SIP Cluster
will have you adding Stat Server applications to a Stat Server solution for the purposes of servicing a SIP cluster. The Stat Server solution is the core object that controls when its components are started and what common statistical options all Stat Server applications share. This collection of
Stat Server applications forms a Stat Server cluster where the nodes of the Stat
Server cluster are paired in some capacity with nodes in the SIP cluster.
You can add other nonnodal applications to the Stat Server solution (including other Stat Server applications that are not paired to any SIP cluster node at all).
Refer to “Configuring the Components of a Stat Server Solution” on
for additional information. Contact your Genesys representative for information about SIP Cluster architecture.
Adding SIP Server Applications to Stat Server Configuration
On the Connections tab of a Stat Server application, add all of the SIP Server applications that each node is to monitor.
• If a particular Stat Server node must connect to both the Interaction Proxy and T-Controller interfaces of SIP Server, then leave the Connection
Protocol field blank, as shown in
. With Interaction Proxy and
T-Controller listening ports properly provisioned within the SIP Server application, Stat Server will retrieve that information and open connections to both Interaction Proxy and T-Controller ports.
28 Framework 8.1
Chapter 3: Configuring a Stat Server Application Configuring Secure Connections in an HA Environment
Figure 3: Cutaway of Application Properties Specifying No
Connection Protocol
• If a particular Stat Server node must connect to the Interaction Proxy interface only of SIP Server, configure the connection by selecting IPport in the Port ID field and by typing IProxy in the Connection Protocol field.
• If a particular Stat Server node must connect to the T-Controller interface only of SIP Server, configure the connection by selecting TCport in the
Port ID field and by typing TController in the Connection Protocol field.
How Stat Server Pairs Its Nodes to SIP Server Nodes
A Stat Server node connects to the SIP Server applications in the Connections tab according to the following rules:
TController Connection Protocol. If the server connection is configured with
TController as the connection protocol and the SIP Server has a port ID of
TCport, then Stat Server connects to this SIP Server as to a T-Controller.
IProxy Connection Protocol. If the server connection is configured with
IProxy as the connection protocol and the SIP Server has a port ID of IPport, then
Stat Server connects to this SIP Server as an Interaction Proxy.
No Specified Connection Protocol. If no connection protocol is specified, then
Stat Server connects to SIP Server both as a T-Controller and an Interaction
Proxy if the corresponding ports are specified within SIP Server configuration.
Configuring Secure Connections in an
HA Environment
Stat Server connects to server applications by reading the properties of its own
Application object in Configuration Server and connecting to each of the servers that are listed under the Connections tab in Configuration Manager.
Each connected application, in turn, has its own properties and advanced transport parameters—for example, TLS mode, client-side port definition
Stat Server—Deployment Guide 29
Chapter 3: Configuring a Stat Server Application Configuring Secure Connections in an HA Environment
(CSPD), IP address, security certificate signatures, backup servers—that define how connections are to be made.
Stat Server supports a redundant server configuration in warm standby mode only. (Refer to “Redundancy Types” in the Genesys Security Deployment
Guide for a discussion about this and other modes of operation.) In warm standby mode, Stat Server tries to connect to the backup application only after repeated attempts to connect to the primary application have failed. The backup application does not have to be listed among Stat Server connections in
order for these attempts to take place. In this scenario, however, Stat Server uses the connection parameters that are specified within the properties of the primary application to connect to the backup application. This propagation of parameters to the backup application is the default behavior.
But, what if you want Stat Server to use instead those parameters that are specified within the application properties of the backup application—a different CSPD, for instance? When both TLS and HA are enabled and you require individual security settings for each connection, you must add the backup application explicitly to Stat Server’s connections list, as shown in
Figure 4 , in order for Stat Server to read its properties.
30
Figure 4: Primary and Backup Configured Among Stat Server Connections
This configuration will cause Stat Server to generate the error that is shown in
Yes to continue the assignment will yield the desired effect without Stat Server inadvertently launching the backup server when it is not needed.
Framework 8.1
Chapter 3: Configuring a Stat Server Application Stat Server Wizard—Uninstall Mode
Figure 5: Ignore Possible Misconfiguration Message
To set client-side ports for each connection, refer to the “Client-Side Port
Definition” chapter of the Genesys Security Deployment Guide and to all of the chapters within the “Communications Integrity–Transport Layer Security” part of this document for further information.
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 119 for those
instructions.
To remove a Stat Server Application object from Configuration Server:
1. From Configuration Manager, select the Stat Server Application object that you want to uninstall.
2. Right-click and select Wizard > Delete 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 that you are about to uninstall and click Next.
5. On the Uninstall Complete page, click Finish.
Stat Server—Deployment Guide 31
Chapter 3: Configuring a Stat Server Application Stat Server Wizard—Uninstall Mode
32 Framework 8.1
Chapter
4
The HTTP Interface
In order for the SIP Cluster Solution to receive information about the state of a regular DN or to receive information about performance data about each Stat
Server node within a Stat Server cluster, you can configure one or more Stat
Server applications within a Stat Server cluster to use an HTTP interface. In the following sections, this chapter explains how to configure Stat Server to provide this information:
Using the HTTP Interface for Feature Server, page 33
Configuring an HTTP Listening Port, page 34
Internal Performance Counters, page 34
This chapter pertains only to Stat Server that operates in cluster mode.
Specifying the HTTP protocol for Stat Server that operates in regular mode is not currently supported.
Using the HTTP Interface for Feature
Server
One manner in which Feature Server (a SIP Cluster server) sends call forwarding and DND requests from a particular DN to T-Controller is triggered through the activity that is transmitted through an HTTP interface.
(Other manners are described in the SIP Cluster Solution Guide.) Stat Server operating in cluster mode can provide DN state information via this interface when it is configured to do so. When requested through the HTTP interface,
Feature Server sends the TCallSetForward, TCallCancelForward, TSetDNDOn, or
TSetDNDOff request, as appropriate, to the appropriate T-Controller that is in charge of the DN within the SIP Cluster.
Stat Server—Deployment Guide 33
Chapter 4: The HTTP Interface Configuring an HTTP Listening Port
Configuring an HTTP Listening Port
Within Configuration Manager, you configure an HTTP listening port at the
Server Info tab of an application’s properties. You can configure this either within an existing Stat Server application, or as you create a new one, by adding a new port and specifying http as its connection protocol (shown in
Figure 6: HTTP Port Configuration
This listening port is specific to a particular Stat Server—you do not configure an HTTP listening port at the Stat Server solution level for all components to share. However, you can designate as few as one HTTP listening port within one Stat Server node to provide DN state information for all nodes within a
Stat Server cluster.
The default protocol that Stat Server uses when you specify no connection protocol is an internal proprietary simple protocol.
Internal Performance Counters
Through the HTTP interface, Stat Server also supplies performance measurements to T-Controller for the events that Stat Server receives and sends. To provide server performance information, you must configure an
34 Framework 8.1
Chapter 4: The HTTP Interface Internal Performance Counters
HTTP listening port for every Stat Server node that must supply this information. Such configuration is required because the performance measurements that Stat Server provides will differ based on the object that
initiated the request. Table 1
lists the performance measurements that Stat
Server provides.
Table 1: Stat Server Performance Counters
Request / Input Output
Configuration Server events
Rate of Configuration Server events per second calculated for the last checkpoint interval. (The default checkpoint interval is internally set at 30 seconds.)
Rate of Configuration Server events per second calculated for the entire time since startup
Maximum rate of Configuration Server events per second calculated for the checkpoint interval
Number of delayed Configuration Server events during the last checkpoint interval
Configuration Server delayed events
T-Server events Rate of T-Server events per second calculated for the last checkpoint interval
Rate of T-Server events per second calculated for the entire time since startup
Maximum rate of T-Server events per second calculated for the checkpoint interval
T-Server delayed events Number of delayed T-Server events during the last checkpoint interval
Requests from Stat Server clients
Rate of events per second calculated for the last checkpoint interval
Rate of events per second calculated for the entire time since startup
Maximum rate of events per second calculated for the checkpoint interval
Events sent to Stat Server clients
Rate of events per second calculated for the last checkpoint interval
Rate of events per second calculated for the entire time since startup
Maximum rate of events per second calculated for the checkpoint interval
Number of samples during the latest checkpoint interval Samples published to shared memory
Subscriber notifications from shared memory
Number of subscriber notifications during the latest checkpoint interval
You can also get response within an html browser by issuing the following string in the URL: http://<StatServer HTTP listener host name>:<listener port>/genesys/ statserver/<path to specific resource>
Stat Server—Deployment Guide 35
Chapter 4: The HTTP Interface Internal Performance Counters
36 Framework 8.1
Chapter
5
Configuring a Stat Server
Cluster Solution
You create a Stat Server solution in order to provide low-level reporting for a cluster of Session Initiation Protocol (SIP) servers. A Stat Server solution is implemented as group of identical Stat Server applications—a Stat Server
cluster—running on the same host and utilizing shared memory-based publish/ subscribe layer. Reporting for T-Server that is not a SIP Server and Interaction
Server applications are not controlled by Stat Server solutions.
Unlike Genesys applications, you do not install Genesys solutions; rather, you configure and install the components that a solution controls, and then you configure the solution. In the Stat Server 8.1.2 release, no solution wizard is available for creating or configuring Stat Server solutions.
In the following sections, this chapter describes how to configure a Stat Server solution manually:
The Stat Server Cluster, page 37
Stat Server Cluster Solution Prerequisites, page 38
Creating a Stat Server Solution, page 38
Configuring the Components of a Stat Server Solution, page 41
Configuring Options for a Stat Server Solution, page 42
Configuring High Availability for Stat Server Solutions, page 45
The Stat Server Cluster
You configure a Stat Server cluster as Solution object within Configuration
Server of type Multimedia.
This solution defines the connectivity parameters to all Stat Server instances, or nodes, within the cluster. Other applications can belong to the cluster as well (including other Stat Server applications that do not service the cluster); however, this chapter focuses on setup of Stat Server nodes for a Stat Server cluster only. The Stat Server Solution object also defines and stores all of the statistical parameters that service the cluster.
Stat Server—Deployment Guide 37
Chapter 5: Configuring a Stat Server Cluster Solution Stat Server Cluster Solution Prerequisites
Each Stat Server instance within the cluster might connect to:
• The T-Controller interface of one or more SIP Server instances within a
SIP Cluster and/or
• One or more Interaction Proxy interfaces of one or more SIP Server instances within a SIP Cluster
However, in order to monitor the entire SIP cluster, a Stat Server solution must connect to:
• All T-Controller interfaces of the SIP cluster—you can configure all such connections within as few as one Stat Server instance—and
• Every Interaction Proxy interface—using as many Stat Server instances that are required to handle call volume.
illustrates one possible Stat Server solution configuration.
Any statistic for any object could be requested from any of the Stat Server instances within the cluster; therefore, each Stat Server instance shares a connection to all other Stat Server instances to proxy statistical requests and events between a particular aggregation instance and client.
You configure each Stat Server instance as an Application object of Stat
Server
type following the instructions and precautions described in Chapter 3,
“Configuring a Stat Server Application,” beginning on page 19
.
Upon startup, each Stat Server instance retrieves the name of its solution from the value specified with the -cluster command-line parameter (described on
page 43 ). Using this information, each Stat Server instance then reads the
configuration specified within the Stat Server Solution object, and establishes connections with all other Stat Server instances configured within the solution.
Stat Server Cluster Solution Prerequisites
• Stat Server Cluster solution instances must be configured and running in cluster mode, which is supported only on Microsoft Windows 2008, 64-bit.
• All solution Stat Server components must be of the same Stat Server release.
• You must install all nodes of the Stat Server cluster on the same host.
• A host can host no more than one Stat Server cluster that designates the same Stat Server Solution.
Other Stat Server clusters that run on same host must designate different Stat Server solutions.
Creating a Stat Server Solution
Before you can complete solution configuration, you must first configure
the components that will be added to the solution as described in
“Configuring a Stat Server Application,” beginning on page 19
. You can use
38 Framework 8.1
Chapter 5: Configuring a Stat Server Cluster Solution Creating a Stat Server Solution
Genesys Administrator or Configuration Manager to create a Stat Server solution.
Using Configuration Manager
1. In Configuration Manager, right-click the Solutions folder, select New from the context menu that appears, and then click Solution.
The New Solution properties dialog box opens and displays the tabs listed
.
Table 2: Stat Server Solution Properties
On This
Tab/Frame
Provide the Following Information
Component
Definitions
Components
Annex
*
• In the Assigned to Tenant field, choose the one tenant that the Stat Server solution should monitor. The tenant selection of each Stat Server instance must match this value. This field does not appear in single-tenant environments.
• In the Solution Type field, select Multimedia.
Once the solution is saved, you cannot change this value.
• In the Solution Control Server field, select the appropriate server.
• In the Version field, select 8.1.
This field becomes uneditable once the solution is saved.
Add all of the application types that the solution will house, and adjust the startup priority of each as needed.
Add all Stat Server instances that will service the solution. Each instance
represents a node within the cluster. Refer to “Configuring the Components of a
Stat Server Solution” on page 41 for more information.
Note: Stat Server is supported on both 32- and 64-bit platforms. Stat Server operating in cluster mode, however, is supported on 64-bit platforms only (see
). Starting a Stat Server cluster requires that all component nodes invoke one or more Stat Server executables from the same Stat Server memory model.
For example, within one Stat Server solution, do not intermix Stat Server Linux
64-bit nodes from one specific Stat Server release with any of the following:
• Stat Server Linux 32-bit nodes (from 8.1.000.11, for example)
• Stat Server Windows 2008 64-bit nodes
• Stat Server Linux 64-bit nodes from any different Stat Server release
Specify the appropriate stat-type sections, options, and values to define the statistics that are common to all Stat Server nodes. Refer to the Framework 8.1
Stat Server User’s Guide for a description of configuration options that pertain to statistics.
Stat Server—Deployment Guide 39
Chapter 5: Configuring a Stat Server Cluster Solution Creating a Stat Server Solution
Table 2: Stat Server Solution Properties (Continued)
On This
Tab/Frame
Security
Provide the Following Information
This tab appears after you save, close, and reopen the solution’s properties. It is not used for Stat Server solutions.
2. Fill out the fields on the General tab, and click Apply.
Tip: Be sure to click the Apply button before advancing to the next tab.
Otherwise, you will encounter errors when you attempt to run the solution.
3. On the Components Definitions tab, add the Stat Server application type, type 8.1
in the Application Version field, choose a startup priority that is greater than 0, and click Apply . The Is Optional checkbox should remain cleared.
You can also add other application types that your Stat Server
solution
will house.
4. On the Components tab, add the Stat Server application(s) that you created
Apply.
The Is Optional checkbox should remain cleared.
In the configuration of the Stat Server solution, you should include all nodes of the Stat Server cluster. Furthermore, you should assign the same start-up priority for all Stat Server applications within the solution so that they all start simultaneously. (This value, however, need not be the same as
.)
5. On the Annex tab
*
Apply.
If you choose to accomplish this by importing the configuration file of a Stat Server application, be sure to manually add the [cluster] section
(and options) and remove the following sections before running the solution:
[statserver]
[log]
Using Genesys Administrator
1. At the Provisioning menu in Genesys Administrator, select Environment and then Solutions.
2. Click New to create a new Solution object.
40
*. See “Displaying the Annex Tab” on page 42
if this tab does not appear.
Framework 8.1
Chapter 5: Configuring a Stat Server Cluster Solution Configuring the Components of a Stat Server Solution
The Solutions screen opens and displays the three tabs ( Configuration,
Options, and Permissions ) for you to configure the properties of your new solution.
On the Configuration tab are three frames: General, Components,
Component Definitions.
3. In each of the three frames on the Configuration tab, define the configuration properties of your solution, as described in
, and click
Save.
4. On the Options tab, add and configure the following:
.
b. All stat type options that will be used by nodes of the Stat Server solution.
No changes are required on the Permissions tab. Refer to Framework 8.1
Genesys Administrator Help for information on how to use this tool.
Configuring the Components of a Stat
Server Solution
Chapter 12 provides hardware and software recommendations addressing the
number of Stat Server instances required for optimal performance.
To properly monitor a SIP cluster:
• All Stat Server nodes within the Stat Server cluster solution must be running.
• The Stat Server cluster solution must include one and only one connection to every T-Controller interface of the SIP cluster One Stat Server instance can connect to only one T-Controller interface.
• The Stat Server cluster solution must include connections to all Interaction
Proxy interfaces. More than one Stat Server instance can connect to the same Interaction Proxy interface.
For example, let us assume that a particular SIP Cluster has four nodes
( SIPServerA through SIPServerD ) and the Stat Server solution that services this
SIP Cluster contains eight Stat Server applications ( StatServer1 through
StatServer8 ). In order to maintain an even distribution of events amongst the eight Stat Server instances, each could be configured to connect to SIP Cluster components as illustrated in
Stat Server—Deployment Guide 41
Chapter 5: Configuring a Stat Server Cluster Solution Configuring Options for a Stat Server Solution
• StatServer1 includes connections to
T-Controller
A
and IProxy
A
of SIPServerA
• StatServer2 includes connections to
T-Controller
B
and IProxy
B
of SIPServerB
• StatServer3 includes connections to
T-Controller
C
and IProxy
C
of SIPServerC.
• StatServer4 includes connections to
T-Controller
D
and IProxy
D
of SIPServerD.
• StatServer5 includes connection to IProxy
A
.
• StatServer6 includes connection to IProxy
B
.
• StatServer7 includes connection to IProxy
C
.
• StatServer8 includes connection to IProxy
D
.
Figure 7: Sample Configuration Pairing Stat Server Solution to a SIP Cluster
In this configuration, call-related TEvents from each Interaction Proxy interface will be balanced among two Stat Server applications.
Configuring Options for a Stat Server
Solution
This section describes the options that you can use on the Annex tab to
configure a Stat Server solution. Refer to Chapter 3 on page 19
to learn how to configure the individual Stat Server components of a Stat Server solution and to the “Statistics Configuration Options” chapter in the Framework 8.1
Stat Server User’s Guide to learn about the options that you can use to configure statistics for your Stat Server solution.
Displaying the Annex Tab
By default, when you open the properties of any object type within
Configuration Manager, Configuration Manager does not display the Annex tab.
You must select the property to display it by performing the following steps:
1. Within Configuration Manager, select the Options command from the View menu. The Options dialog box opens.
2. Select the Show Annex tab in the object properties check box.
Importing Statistical Types into a Solution
You can use the statistical parameters that are defined within the Genesysprovided Stat Server application templates within a Stat Server solution as well
42 Framework 8.1
Chapter 5: Configuring a Stat Server Cluster Solution Configuring Options for a Stat Server Solution
as within a Stat Server application. You achieve this, as shown in Figure 8
, by importing the parameters from a configuration file.
Figure 8: Importing Stat Server Options and Parameters into
Configuration Manager
However, this template includes configuration sections that do not pertain at all to a Stat Server solution. Moreover, the template does not include the one section that is mandatory for all Stat Server solutions; namely, the [cluster] section, described below. You can either modify your configuration file as needed before importing it or modify the solution’s configuration following import.
Mandatory Options
You must configure the host option within the
[cluster] section of a
Stat Server solution in order to start the solution.
cluster Section
A Stat Server solution must contain the [cluster] section in order provide
reporting for a SIP cluster. Table 3
describes this section’s options
Table 3: Configuration Options for the cluster Section host
Option Description
Specifies the host name for the Stat Server solution. Stat Server uses this value as an integrity check only for Stat Server instances upon their start-up.
If the host name of a Stat Server instance does not match that specified within this section, that Stat Server instance will not start.
Specifying a value for this option is mandatory.
Default Value: Not applicable
Valid Values: host name
Changes Take Effect: When Stat Server is restarted
Stat Server—Deployment Guide 43
Chapter 5: Configuring a Stat Server Cluster Solution Configuring Options for a Stat Server Solution
Table 3: Configuration Options for the cluster Section (Continued)
Option reset-delay
Description
Specifies the delay, in seconds, during which time Stat Server tries to synchronize data for a given interval from all nodes of the Stat Server cluster.
This delay is applicable to reset-based statistics. The busier your network, the higher the value you should set for this option.
Default Value: 2
Valid Values: 1 – 30
Changes Take Effect: When Stat Server is restarted take-event-attached-datachanged-from-iproxy
Controls whether Stat Server will mask EventAttachedDataChanged TEvents through its T-Controller connection of SIP Server when SIP Server transmits attached data about regular DNs to Stat Server.
If set to no, Stat Server receives and processes EventAttachedDataChanged
TEvents through its connections with both T-Controller and Interaction
Proxy; the traffic between SIP cluster and Stat Server cluster in this scenario is higher than the resulting traffic when this option is set to yes.
If set to yes, Stat Server stops processing such TEvents through its
T-Controller connection with SIP Server but continues processing them through its Interaction Proxy connection using Stat Server’s best effort.
Nodes connected to the Interaction Proxy interface of SIP Server propagate
EventAttachedDataChanged TEvents through shared memory.
• If EventAttachedDataChanged arrives too early (such as when there is lower latency on Stat Server’s connection with Interaction Proxy than on its connection with T-Controller), Stat Server buffers EventAttached
DataChanged TEvents.
• If EventAttachedDataChanged arrives too late (such as when there is lower latency on Stat Server’s connection with T-Controller than on its connection with Interaction Proxy), Stat Server discards EventAttached
DataChanged (thereby causing some loss of data).
• If a call is in progress during the startup of Stat Server node that is connected to T-Controller, changes to user data (propagated through shared memory) become visible only after other call-related events become visible and are received by that node. Data loss results if the node receives no other call-related events in this scenario.
• If Stat Server’s Interaction Proxy connection is lost, no changes to user data changes will be visible on the associated agent DNs until such time that the connection is reestablished.
Default Value: no
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted
Note: Setting this value to no can adversely impact performance.
44 Framework 8.1
Chapter 5: Configuring a Stat Server Cluster Solution Configuring High Availability for Stat Server Solutions
Statistical Parameter Sections
All stat-type, time-profile, filter, and time-range sections of a Stat Server cluster must be defined at the solution level. When Stat Server operates in cluster mode (SS c
), Stat Server ignores any of these sections that might be defined at the Stat Server application level. Log-level options, must be defined at the application level. Conversely, SS c
ignores this section when it is defined on the Annex tab of the Stat Server Solution object.
You define statistical parameter sections on the Annex tab of the Stat Server solution in the same manner that you define these sections on the Options tab of a Stat Server application. Refer to the Stat Server User’s Guide for this information.
Configuring High Availability for
Stat Server Solutions
High availability (HA) for Stat Server solutions is not achieved in the same manner as high availability is achieved for Stat Server applications (described
). However, you can simulate high availability by configuring an identical Stat Server solution that operates on a different host. Understand that in this release, this second solution is completely independent of the first.
Both the SIP Servers from which Stat Server receives TEvents and the clients that Stat Server services must be able to connect to either host. All instances of both clusters (primary and backup) must be running (with auto-restart
yes.
In this configuration, each Stat Server instance within the solution must specify its backup as one application from the second solution, but this is a solution for backup of solution components—not the solution itself.
Stat Server—Deployment Guide 45
Chapter 5: Configuring a Stat Server Cluster Solution Configuring High Availability for Stat Server Solutions
46 Framework 8.1
Chapter
6
Fine-Tuning the
Configuration of a
Stat Server Application
This chapter describes the options that you can use on the Options tab to
configure a Stat Server application. Refer to Chapter 7, “Other Factors
Affecting Stat Server,” beginning on page 81 , for descriptions of options in
other Genesys applications that affect Stat Server behavior and Chapter 8,
“Common Log Options,” beginning on page 87 , for descriptions of log
configuration options that are common to most Genesys 8.1 server applications. Finally, to learn about the options that you can use to configure statistics for your Stat Server application, refer to the “Statistics Configuration
Options” chapter in the Framework 8.1 Stat Server User’s Guide.
The information in this chapter is divided among the following topics:
All of these options are defined on the Options tab of the Stat Server
Application object.
Note: The configuration options that relate to Stat Server logging are described separately in
.
Mandatory Options
You are not required to configure any options to start a Stat Server application.
Stat Server—Deployment Guide 47
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application 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 Java Runtime Environment (JRE) vendor documentation to learn of any
peculiarities regarding JVM installation or the setup of JRE. Table 6 lists the
valid time-format codes you can use with the
configuration option
(which is described in
The notation in the upper right hand corner of each description in the tables indicates additional information:
• C, indicates that the option applies to Stat Server operation in cluster mode.
• R, indicates that the option applies to Stat Server operation in regular mode.
The absence of the C or R notation denotes the converse; namely, the option does not apply to Stat Server operation in cluster mode or regular mode, respectively. Note that nonapplicability does not stop Stat Server from reading the option, if it has been configured. Nonapplicable under these circumstances means that either Stat Server behavior cannot be altered by setting the option or that Stat Server will ignore the option and its value. Note also that if you specify an unsupported option in configuration, Stat Server will log the outcome and continue operating as if the option were never specified.
For those configuration options that indicate valid values of true and false, any of the following additional values are also valid:
• t and f • 1 and 0
• yes and no • on and off
• y and n
These alternates might not be indicated within
–
values listed in the tables refer to those in the Stat Server application template
( Stat_Server_811.apd, for example), which is provided on the Real-Time
Metrics Engine CD or that are inherent to Stat Server (if the options are not listed in the template). These default values might differ from what is documented here if you configure a new Stat Server Application object using the Stat Server Wizard. Lastly, where the name of a configuration option changed between releases, Stat Server continues to support the former name.
48 Framework 8.1
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 4: Configuration Options for the statserver Section
Option accept-clients-in-backupmode allow-asm-outbound-onestablished allow-vq-orig-dns-fromenvironment
Description
C,R
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
R
Controls whether Stat Server is allowed to generate ASM_Engaged and
ASM_Outbound actions upon EventEstablished . For all other cases, the option control is not applicable. When this option is set to true, Stat Server will try to recognize interaction-flow scenarios where the GSW_RECORD_HANDLE key is present in the UserData of EventEstablished TEvent and the ANI or OtherDN attribute points to a DN of type Call Processing Port.
If these conditions are met, Stat Server starts these actions as follows:
• Stat Server starts and ends the ASM_Engaged actions instantaneously.
• Stat Server starts the ASM_Outbound action.
Default Value: false
Valid Values: true, false
Change Take Effect: When Stat Server is restarted.
Specifies whether Stat Server will generate retrospective actions, reflecting
R regular DNs, to virtual queue objects that belong to the Environment tenant.
If this option is 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.
true and the
vq-ignorethird-party-dn option to
false.
Stat Server—Deployment Guide 49
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 4: Configuration Options for the statserver Section (Continued)
Option allow-vq-orig-dns-fromenvironment (continued) auto-backup-interval backup-file-name
Description
Default Value: yes
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted
Note: Stat Server operating in cluster mode behaves as if this option were forever set to no.
No value for this option—whether specified or not—can change this inherent behavior.
C,R
Sets the time, in minutes, for checking persistent statistics and storing them in the file specified by the
backup-file-name option. A value of
0 disables automated backups.
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
C,R
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 old-stats-remove-interval
option), the statistics are removed from both the cache and the backup file.
For operation in cluster mode, it is especially important that you specify a unique backup file name for each Stat Server node within a cluster. Upon startup, Stat Server reads the value of this option—and that of every other
Stat Server node within the cluster—logs an error if Stat Server encounters a file collision, and exits.
Note: Stat Server ignores backup files when:
• They were generated by a different version of Stat Server.
• You reconfigure the Stat Server solution.
This option was previously named BackupFileName.
Default Value: ssbackup.000
Valid Values: Any valid path (optional) and file name
Changes Take Effect: When Stat Server is restarted
50 Framework 8.1
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 4: Configuration Options for the statserver Section (Continued)
Option capacity-treat-acw-asinteraction check-stuck-calls
Description
C,R
Determines whether Stat Server treats ACW activity 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 that currently are 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 affects 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 that occur 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
R
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
Stat Server—Deployment Guide 51
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 4: Configuration Options for the statserver Section (Continued)
Option check-vq-stuck-callsfrequency debug-level
Description
R
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-vq-stuckcalls-frequency option. Refer to the Universal Routing 8.1 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.
option (described on
) must be set to true for this option to be effective.
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
C,R
A comma-separated list of debug categories that are visible 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.
52 Framework 8.1
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 4: Configuration Options for the statserver Section (Continued)
Option debug-level
(continued)
Description
For each debug category, you can also set the level of debug logging by specifying a numerical value from [ 0 – 9 ] (with 9 being the most verbose) and appending the number to each category. For example:
Init, Status:6, Cluster:8
Debug level 0 is synonymous to no logging at all for the specified debug category.
Debug levels 1 – 4 provide less logging information than was provided in prior releases but more than debug level 0.
Debug level 5 provides exactly the same logging information that was provided in prior releases. This level is the default level if none is otherwise specified.
Debug levels 6 – 7 provide more detailed output than level 5.
Debug levels 8 – 9 provide the most extensive log output requiring further internal processing which, in turn, further degrades Stat Server performance.
Default Value: Init,Client:6,Server,Action,Status,Cluster,Shmem
Valid Values: all Synonymous
Mngmnt,Java,Reset for Stat Server in regular mode.
Synonymous with Init,Server,Client,Cluster,Status,
Action,Mngmnt,Reset for Stat Server in cluster mode.
The debug level that you designate for this category supersedes any debug level that you designate for other categories.
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.
Cluster Logs activity related to Stat Server operating in cluster mode.
Note: This value does not apply to Stat Server operating in regular mode.
Stat Server—Deployment Guide 53
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 4: Configuration Options for the statserver Section (Continued)
Option debug-level
(continued)
Init
SQL
Status
Description
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.
Java information related to Java extension functionality.
Use this value only for statistics in the Outbound Contact 7.2.0
+ or MCR 7.0.1
+
.
Notes:
• MCR has been renamed eServices beginning with release
8.0.
• This value does not apply to Stat Server operating in cluster mode.
Mngmnt Displays profiling information, including the number of currently connected clients, statistics being computed at the moment, and statistics to be reported to clients.
Reset
Server
Shmem
Enables the log messages Stat Server sends to clients while sending statistics requested with a reset-based notification mode.
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).
Logs shared memory communication among Stat Server cluster nodes. Applicable for Stat Server in cluster mode only.
SPT Logs events related to Stat Server startup. This value is provided to maintain backward compatibility and may be eliminated in future releases.
Displays the SQL statements issued if you have configured a database for Stat Server.
Note: This value does not apply to Stat Server operating in cluster mode.
Logs events related to the current state of objects and is useful for troubleshooting Stat Server–Router problems.
54 Framework 8.1
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 4: Configuration Options for the statserver Section (Continued)
Option Description debug-level
(continued)
DefaultAgentSPT,
DefaultDNSPT,
DefaultRPSPT do-backup-in-background
Changes Take Effect: Immediately upon notification
The SIP Server 8.1.1 product provides a troubleshooting tool that parses the log output of several Genesys servers including Stat Server. Refer to the
SipSpan2 User’s Guide for information on how to use this tool.
This option was previously named DebugLevel.
C,R
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 8.1
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 this option is set to yes (the default), Stat
Server spawns a separate thread. If it is set to no, Stat Server writes to its backup file using the main thread.
C,R
Default Value: yes
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted
Stat Server—Deployment Guide 55
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 4: Configuration Options for the statserver Section (Continued)
Option Description filters-allow-wildcards-invalues
C,R
Specifies whether Stat Server accepts the wild-card characters * and ?
in the
<value> argument of PairExist functions in filters. If this option is set to yes, Stat Server interprets these characters as wildcards. If i is 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. generate-stat-validityevents generate-transfer-takenon-ringing
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: yes, no
Changes Take Effect: When Stat Server is restarted
C,R
Controls whether Stat Server sends EventStatInvalid and EventStatValid events to Stat Server clients:
Default Value: yes
Valid Values: yes, no
Change Takes Effect: When Stat Server is restarted.
Setting this option to no can reduce load on Stat Server and its clients in scenarios in which, due to disconnects with T-Server, Stat Server generates large volumes of statvalid and statinvalid messages (in addition to statistic and registration messages) that otherwise could affect Stat Server operation negatively.
This feature is intended to be used in Stat Server applications that service
Data Sourcer 7.6–only clients. Setting this option to no is not recommended in Stat Server applications that service other types of clients—especially
Universal Routing Server clients that rely on statvalid/statinvalid events for making routing decisions.
C,R
Controls when Stat Server generates the CallTransferTaken action for a transferred call—either while it is ringing at a regular DN or after it has been answered on that DN.
56 Framework 8.1
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 4: Configuration Options for the statserver Section (Continued)
Option generate-transfer-takenon-ringing (continued) ignore-disabled-objectsin-group-statistics ignore-disabled-objectsin-queue-statistics
Description
Default Value: yes
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted.
If this option is set to yes, Stat Server generates CallTransferTaken, as in previous releases:
• If the transfer completes on a regular DN while ringing or on some mediation DN before distribution to a regular DN.
• After the call has been answered, if the transfer completes following receipt of EventEstablished on a regular DN.
If this option is set to no, Stat Server does not generate the CallTransfer
Taken action while the transferred call is ringing. Instead, Stat Server generates this action after the transferred call has been answered (that is, upon receipt of EventEstablished ).
Note: Stat Server does not generate the CallTransferTaken action for direct single-step transfers made to agents or routing points that are located at different sites whether or not Stat Server monitors such agents.
C,R
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
C,R
In the 8.1.0
releases, this option 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.
Stat Server—Deployment Guide 57
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 4: Configuration Options for the statserver Section (Continued)
Option ignore-disabled-objectsin-queue-statistics
(continued) ignore-off-hook-onposition load-balance-aht
Description
Default Value: no
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted
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.
In the 8.1.2 release, only the agent should be enabled to be accounted for in queue statistics that use ActionLogin, AgentReady, and AgentActive actions.
R
Specifies whether to ignore On-Hook/Off-Hook events on Position DNs.
If this option is 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
R
Specifies the initial value, in seconds, for handling time. Stat Server uses 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 locally within the application options of mediation DN objects. A value that is specified at the mediation DN level supersedes the values that are specified within the Stat Server Application object for that mediation DN. Refer to
information about configuring this option within mediation DN objects.
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 (when defined within the
Stat Server Application object).
58 Framework 8.1
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 4: Configuration Options for the statserver Section (Continued)
Option management-port max-client-connections nec-position-extensionlinked
Description
Specifies the TCP/IP port that Stat Server reserves for connections that its
C,R
SNMP Option Management Client establishes.
Note: For Stat Server operating in cluster mode, specify a different management port for each node in the cluster.
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
C,R
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
R
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 8.1 Stat Server User’s Guide for a description of the
AfterCallWork action and models for its generation.
Note: For switch types, such as the Nortel Meridian, in which a place is configured with both Position and Extension DNs and in which an agent is required to log in to the Position DN, this option must be set to yes in order for EstimWaitTime and LoadBalance statistics to return expected values.
The option name is case-insensitive.
Default Value: no
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted
Stat Server—Deployment Guide 59
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 4: Configuration Options for the statserver Section (Continued)
Option old-stats-remove-interval position-extension-linked queue-disable-dcid-formissed-calls
Description
C,R
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
Specifies how Stat Server interprets the status of a place and an agent when
R the place contains a position and an extension that belong to the same switch.
Default Value: yes
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted
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 might 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 might or might 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.
Controls whether Stat Server ignores the CONNID attribute of the ACWMissed
R and CallMissed actions on mediation DNs:
Default Value: no
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted.
In environments that contain a large number of origination DNs, setting this option to yes has the beneficial side effect of improving Stat Server performance as well as the unfortunate effect of Stat Server no longer being able to distinguish interactions by connection ID when Formula is set to DCID for statistics that have the ACWMissed and/or CallMissed actions specified in the main mask.
60 Framework 8.1
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 4: Configuration Options for the statserver Section (Continued)
Option queue-use-pseudo-actions reconnect-timeout reg-delay
Description
R
Restricts Stat Server’s use of the following mediation DN actions to unfiltered statistics defined using only the CurrentNumber or
CurrentRelative NumberPercentage statistical categories:
• DNLogin
• DNActive
• DNReady
• AgentLogin
• AgentActive
• AgentReady
If this option is 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 it is 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: When Stat Server is restarted
R
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 10.
Changes Take Effect: When Stat Server is restarted
R
Causes Stat Server to wait the specified number of seconds before registering
DNs that have been added to Configuration Server.
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
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Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 4: Configuration Options for the statserver Section (Continued)
Option reg-dns-chunk-delay reg-dns-chunk-volume rp-handle-queueingevents
Description
Specifies the interval, in seconds, between two subsequent DN registration
R 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
reg-dns-chunk-volume 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
R
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
reg-dns-chunk-delay 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
C,R
Controls Stat Server’s recognition of the CallState attribute of EventQueued and EventRouteRequest TEvents that occur at routing points.
Default Value: no
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted.
If this option is set to yes, Stat Server analyzes the CallState attribute value on EventQueued and EventRouteRequest TEvents that might occur at routing points. If it is set to no, Stat Server ignores EventQueued TEvents that occur at routing points and considers only EventRouteRequest TEvents when it analyzes the CallState attribute.
Setting this option to yes enables Stat Server to count the correct number of transfers that are taken for single-step transferred calls that pass through routing points in a single-site environment, such as SIP Server.
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Table 4: Configuration Options for the statserver Section (Continued)
Option Description send-timeout show-attached-data
C,R
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
R
Beginning with release 8.1.1, this option is obsolete. Refer instead to the
description of the default-filter-type
log option on
For Stat Server 8.1.0 and prior releases, if this option is set to yes, Stat
Server outputs call-extracted UserData to the Stat Server log. If it is set to no,
Stat Server stops outputting attached data to its log—regardless of the loglevel 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: yes, no
Changes Take Effect: Immediately upon notification show-queued-interactions
C,R
Controls the appearance of the list of queued interactions for mediation DNs in the Stat Server log.
Default Value: yes
Valid Values: yes, no
Changes Take Effect: Immediately upon notification
When this option is set to yes, the Stat Server log will contain log entries for every interaction within each mediation DN. When it is set to no, Stat Server displays only the number of interactions in the mediation DN.
Note: This option does not pertain to interaction queues that are controlled by Interaction Server.
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Table 4: Configuration Options for the statserver Section (Continued)
Option subscribe-for-all-ixnserver-events suppress-agent-statusupdates-for-ixn-server suppress-user-data vag-statistics-activeagents-only
Description
Limits the types of events that Stat Server receives from Interaction Server
R and, as a result, improves performance for environments that regularly handle a high volume of interactions.
Default Value: no
Valid Values: no, yes
Changes Take Effect: When Stat Server is restarted
If this option is set to no, Stat Server subscribes from Interaction Server for place-related events only. Note that because Stat Server will not receive other types of events, this setting might cause Stat Server to miscalculate other than place-related statistics. A change in userdata that is detected by Interaction
Server, for instance, will not be known to Stat Server because Interaction
Server will not transmit event_properties_changed events when this option is set to no.
In order to receive all Reporting protocol events, this option must be set to yes at all times.
R
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 Annex of switch
and/or DN objects. Refer to “To Suppress the Transmission of Attached
Data” on page 82 for the description and permissible values of this option.
R
Limits the membership of virtual agent groups to only those active agents
C,R 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
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Table 4: Configuration Options for the statserver Section (Continued)
Option vq-ignore-third-party-dn vq-treat-unknown-thirdparty-dn-as-agent-dn vq-use-alt-enter-time
Description
R
Controls whether Stat Server relies on the 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: Upon DN re-registration
Note: Stat Server operating in cluster mode behaves as if this option were forever set to true.
No value for this option—whether specified or not—can change this inherent behavior.
C,R
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 it 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
option must be set to 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
C,R
Controls whether Stat Server uses an alternative enter time when it calculates the durations of some actions in some scenarios that involve virtual queues.
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Table 4: Configuration Options for the statserver Section (Continued)
Option vq-use-alt-enter-time
(continued)
Description
Specifically, prior to release 7.6.100.43, when Stat Server received
EventPartyChanged with CallState=ok on a virtual queue and the connection
ID differed from the previous connection ID ( Connid!=Previous Connid ),
Stat Server considered each receipt of EventPartyChanged to constitute a new call and, therefore, reset the durations of the following retrospective actions: xx-disconnect-clients-onixn-server-disconnect
• CallAnswered
• CallDistributed
• CallAbandoned
• CallAbandonedFromRinging
•
•
•
CallRingingPartyChanged
CallForwarded
CallCleared
Beginning with release 7.6.100.43, Stat Server supports this scenario by not updating the enter time—this becomes the “alternate enter time”—that is associated with the previously listed actions when either the vq-use-altenter-time option or use-alt-enter-time local DN-level option (described
) is set to yes.
The scenario, where Connid!=PreviousConnid, is common in some SIP deployments in which Stat Server receives multiple
EventPartyChanged TEvents for a call that remains in a virtual queue waiting for its target to become available.
The permissible values for this option are the following:
Default Value: no
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted.
R
Controls whether Stat Server disconnects all clients—including voice clients—upon receiving notification of disconnection from Interaction
Server:
Default Value: no
Valid Values: yes, no
Changes Take Effect: When Stat Server is restarted.
In large environments, setting this option to yes enables Stat Server to handle
Interaction Server disconnections more efficiently by ceasing to open new statistics from Stat Server clients, a time-consuming operation in very large environments. It is assumed that you will perform the reconnection after the
Interaction Server disconnect has been resolved.
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Table 5: Configuration Options for Operating Stat Server with a Database
Option binding-threshold enable-binding ixn-id-in-status-table
Description
R
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 enable-binding
configuration option to 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
R
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 binding-threshold
configuration option and is 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
Specifies whether Stat Server will populate the 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.
R
Note: If you set this option to on, consider also setting the
multimediaactivity-in-status-table
configuration option to 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 A, “Physical Data Models for Stat Server Tables” on page 139
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.
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Table 5: Configuration Options for Operating Stat Server with a Database (Continued)
Option local-time-in-status-table login-table max-unsent-sqlstatements
Description
R
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 affect performance. When setting this option to on, also set the time-format option
to the desired format. Refer to page 145
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 enable-binding to
yes.
R
Specifies whether Stat Server writes records about login and logout TEvents directly to the LOGIN table in the Stat Server database. Refer to
complete description of this table.
This option was previously named LoginTable.
Default Value: off
Valid Values: on, off
Changes Take Effect: Immediately upon notification
R
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 that is specified by this option, data loss might 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 8.1
Deployment Guide for information about setting addp.
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Table 5: 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 might 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
R
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 82 for more information.
Note: If you set this option to yes, you might also consider setting the
configuration option to 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
R
Specifies whether Stat Server writes records about queue statuses directly to the QINFO
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
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Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 5: 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 145 for a complete description of this table.
R
This option was previously named StatusTable .
Default Value: off
Valid Values: on, off
Changes Take Effect: Immediately upon notification
R
Setting this option to yes 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 option (see page 68
) to 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.
R
This option was previously named TimeFormat.
Default Value: %m/%d/%Y %H:%M:%S
Valid Values: See Table 6 on page 72
for a complete listing and description of valid time formats.
Changes Take Effect: When Stat Server is restarted
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.
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Table 5: Configuration Options for Operating Stat Server with a Database (Continued)
Option use-server-id voice-reasons-table warn-unsent-sqlstatements
Description
R
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 status-table option (see page 70
) to 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
for a description of this table.
Default Value: no
Valid Values: yes, no
Changes Take Effect: Immediately upon notification
R
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.
R
Default Value: 5000 (SQL statements)
Valid Values: Any positive value, both less than 2147483648 ( 2
31 ) and less than the value that is specified by the
(continued) configuration option.
Changes Take Effect: When Stat Server is restarted
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Chapter 6: Fine-Tuning the Configuration of a Stat Server Application statserver Section
Table 6: Valid Time-Format Codes
Format Code
%a
Description
Abbreviated weekday name
%A
%b
%B
%c
Full weekday name
Abbreviated month name
Full month name
Date and time representation appropriate for locale
%m
%M
%p
%S
%U
%d
%H
%I
%j
Day of month as a two-digit number (
Hour in 24-hour format
Hour in 12-hour format (
Day of year as a three-digit number (
Month as a two-digit number (
Minute as a two-digit number ( day of week ( 00 – 51 )
(00
01
–
–
23
12
)
)
01
00
–
–
12
59
)
)
01
001
–
–
31 )
366 )
Current locale’s AM/PM indicator for 12-hour clock
Second as a two-digit number ( 00 – 59 )
Week of year as a two-digit number, with Sunday as the first
%w
%W
%x
%X
%y
%Y
%z, %Z
%%
%#c
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
Long date and time representation, appropriate for current locale—for example, Wednesday, March 14, 2001, 12:41:29
72 Framework 8.1
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Table 6: Valid Time-Format Codes (Continued)
Format Code
%#x
#
Description
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 7: Java-Related Options in the [statserver] Section
Option debug-level enable-java
Description
R
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
.
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 page 75
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.
R
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
Java Sections
Note: For this Stat Server release, Java functionality is reserved for use in conjunction with Genesys-provided reports for Outbound Contact and eServices (formerly known as Multimedia). You cannot use Java extensions while Stat Server operates in cluster mode.
Stat Server—Deployment Guide 73
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application Java Sections
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 that you might 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.
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 and no
• y and n
• 1 and 0
• on and off
These alternates might not be indicated in the table.
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Table 8: Java Sections and Pertinent Configuration Options
Option java-config Section java-extensions-dir
Description java-libraries-dir java-extension-loadingtimeout jvm-path
R
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
R
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.
R
Default Value: 20
Valid Value: 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.
Contains the path to JVM:
• 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
R
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Table 8: Java Sections and Pertinent Configuration Options (Continued)
Option Description jvm-option Section R
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.
Example 1
Example 2
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.
This example demonstrates how to configure an option—the Java HotSpot
Client VM—that does not require a value.
Name = -Client
Note: You must include the hyphen if JVM requires it.
Value = <null>
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Table 8: Java Sections and Pertinent Configuration Options (Continued)
Option Description 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
R
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
—for example, 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.
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Chapter 6: Fine-Tuning the Configuration of a Stat Server Application Java Sections
Table 8: Java Sections and Pertinent Configuration Options (Continued)
<Name>
Option Description
<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.
R
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
78 Framework 8.1
Chapter 6: Fine-Tuning the Configuration of a Stat Server Application Java Sections
The first two are standard for all stat types. (Refer to the “Statistical Type
Sections” section in the Framework 8.1 Stat Server User’s Guide for a description of these and other options.)
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.
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80 Framework 8.1
Chapter
7
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. It contains the following sections:
Stat Server Reads Switch and DN Attributes, page 82
Stat Server Reads Resource Attributes, page 83
Stat Server Reads Virtual Agent Group Definitions, page 84
Stat Server Reads Mediation DN Attributes, page 84
Stat Server Reads SIP Server, page 85
For information about manipulating Stat Server behavior via the configuration of the Stat Server Application object, refer to the previous chapter, “
Tuning the Configuration of a Stat Server Application ” on page 47
.
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Chapter 7: 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 in regular mode of operation (SS r
) 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 in cluster mode does not support reporting of multimedia
DNs.
SS r
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
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TEvents or AttributeUserData attributes of any other TEvent to Stat Server; 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 objects and, for Stat Server operating in regular mode, Place objects have been enabled in Configuration Server, depending on the values of the ignore-disabled-objects-in-group-statistics and ignore-disabledobjects-in-queue-statistics Stat Server configuration options (described on
page 57 ). 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 GroupAgents objects and, for Stat
Server operating in regular mode, GroupPlaces objects as well, 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 83
Chapter 7: 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 8.1 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 it is 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 58
.
Dynamic changes to this option, at the mediation DN level, take effect immediately upon notification of mediation DN re-registration.
To Calculate Action Durations
Stat Server reads the use-alt-enter-time configuration option in the
[statserver] section of the Annex properties of virtual queue DN objects to determine whether Stat Server should use an alternative enter time when calculating the durations of some actions in some scenarios that involve virtual queues. The value of this dynamic option overrides the value of the vq-usealt-enter-time global option that is set in the Stat Server application. Refer to
the description of the global option on page 65
for further details.
To Calculate Estimated Wait Time
As part of Stat Server’s calculation of the estimated wait time in which agent capacities are greater than one, Stat Server reads the media-type configuration option in the [statserver] section of the Annex tab of virtual queue objects to
84 Framework 8.1
Chapter 7: Other Factors Affecting Stat Server Stat Server Reads SIP Server determine the media type of interactions that the virtual queue has been configured to handle. This dynamic option is set only for a virtual queue object; there exists no global option that defines the media type for all virtual queues. Its permissible values are those that have been preconfigured within
Configuration Server—in the Business Attributes/MediaType folder in
Configuration Manager. Only one media type should be configured for any given virtual queue and this value cannot be voice.
Refer to the ExpectedWaitTime2 statistical category in the Framework 8.1 Stat
Server User’s Guide to learn how Stat Server calculates estimated wait time for multimedia interactions. The ExpectedWaitTime2 statistical category is not supported for Stat Server operating in cluster mode.
Stat Server Reads SIP Server
While running in cluster mode, Stat Server reads information about agent logins and DNs from SIP Server. Refer to SIP Cluster documentation for further information.
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86 Framework 8.1
Chapter
8
Common Log Options
This chapter describes log configuration options that are common to all
Genesys server applications and applicable to any Framework server component. As presented in this chapter, default values of these options reflect, first and foremost, those default values that are set by the Stat Server application template. Where the Stat Server template omits an option, this chapter, otherwise, provides the inherent default value. The default values listed in this chapter might differ from what is documented Framework 8.1
Configuration Options Reference Manual. Refer to that Reference Manual and to the Genesys 8.1 Security Deployment Guide for additional information.
This chapter includes the following sections:
log-extended Section, page 103
log-filter-data Section, page 107
For your convenience, the SIP Server 8.1.1 product provides a troubleshooting tool that parses the log output of several Genesys servers including Stat Server.
Refer to the SipSpan2 User’s Guide for information on how to use this tool.
Mandatory Options
You do not have to configure any common log options to start Stat Server applications.
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Chapter 8: Common Log Options log Section
log Section
You must name this section log.
Table 9
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 Genesys Administrator or Configuration
Manager. The default Stat Server application template includes only the verbose option. These options are generic options that apply to all Genesys server applications. They do not, however, apply to the Stat Server solution.
Table 9: Log Options
Option verbose
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
for more information.
Default Value: all
Valid Values: all debug
All log events (that is, log events of standard, trace, interaction, and debug levels) are generated if you set the debug-level option in the statserver section to all.
The same as all.
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 no output.
Changes Take Effect: Immediately
Refer to the Framework 8.1 Management Layer User’s Guide or to Framework 8.1
Solution Control Interface Help for more information on the standard, trace, interaction, and debug log levels.
88 Framework 8.1
Chapter 8: Common Log Options log Section
Table 9: Log Options (Continued)
Option buffering segment
Description
Turns operating system file buffering on or off. This option applies only to stderr and stdout output (see
page 97 ). Setting this option to
true increases output performance.
Note: When you enable buffering, messages might appear at the console with delay.
Default Value: true
Valid Values: true buffering false buffering.
Changes Take Effect: Immediately
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. This option is ignored if log output is not configured to be sent to a log.
Default Value: false
Valid Values: false No segmentation allowed.
<number> KB or
<number>
Sets the maximum segment size in kilobytes. The minimum value is
100 KB.
<number> MB Sets the maximum segment size in megabytes. The maximum value is 2047 MB.
<number> hr Sets the number of hours for the segment to stay open. The minimum number is 1 hr.
Changes Take Effect: Immediately
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Table 9: Log Options (Continued)
Option Description keep-startup-file Specifies whether a startup segment of the log, containing the initial 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 option (defined on
of this option is ignored if you set the segment option to false.
Default Value: false
Valid Values: expire 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
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. Stat Server ignores this option if you configure log output to be sent to other than a log file.
Default Value: false
Valid Values: false No expiration; all generated segments are stored.
<number> file or <number>
Sets maximum number of log files to store. Specify a number from
1-1000.
<number> day Sets the maximum number of days before log files are deleted.
Specify a number from 1-100.
Changes Take Effect: Immediately
Note: If an option's value is set incorrectly to out of the range of valid values, it is automatically reset to 10 .
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Table 9: Log Options (Continued)
Option Description messagefile 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! An application that does not find its *.lms file at startup cannot generate application-specific log events and send them to Message Server. message_format Specifies the format of log record headers that an application uses when it writes to its log file. Using compressed log record headers improves the application performance and reduces the log’s file size.
Default Value: short
Valid Values: message_format
(continued) short An to its log file. full An its log file.
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
option.
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Table 9: Log Options (Continued)
Option time_convert
Description
Specifies the system by which an application 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 time_format Specifies how to represent, in a log file, the time when an application 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
ISO8601
Time string is formatted according to the system’s locale.
Date in the time string is formatted according to ISO 8601 format.
Fractional seconds are given in milliseconds.
Changes Take Effect: Immediately
A log record’s time field in ISO 8601 format looks like this:
2007-07-24T04:58:10.123
print-attributes Specifies whether the application will attach extended attributes, if any exist, to a log event that the application sends to log output. Typically, log events of the
Interaction log level and Audit -related log events contain extended attributes.
Setting this option to true enables audit capabilities, but negatively affects performance. Genesys recommends enabling this option only when testing new interaction scenarios.
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Refer to the Genesys Combined Log Events Help for information about extended attributes.
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Table 9: Log Options (Continued)
Option check-point
Description
Specifies how often, in hours, an application generates a check point log event to divide the log into sections of equal time. By default, the application 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 Specifies the name of the file to which the application regularly prints a snapshot of
the memory output (see page 97
). The new snapshot overwrites previously written data. If the application 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 as the memory file is located on a network drive, an application 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 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
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Table 9: Log Options (Continued)
Option spool compatibleoutput-priority compatibleoutput-priority
(continued)
Description
Specifies the folder, including full path to it, in which an application creates temporary files related to network log output. If you change this value while the application is running, the change does not affect the currently opened network output.
Default Value: The Stat Server working directory
Valid Values:
<
path> The full path of the folder
Changes Take Effect: Immediately
Specifies whether the application 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.
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
compatible-output-priority 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.
94 Framework 8.1
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The configuration options listed in Table 10 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 use these options only when requested by
Genesys Customer Care.
.
Table 10: Debug Log Options
Option x-conn-debug-open x-conn-debug-select x-conn-debug-timers
Description
Generates debug log records about “open connection” operations.
Default Value: 0
Valid Values:
0 Log records are not generated.
1 Log records are generated.
Changes Take Effect: After restart
Generates debug log records about “socket select” operations.
Default Value: 0
Valid Values:
0 Log records are not generated.
1 Log records are generated.
Changes Take Effect: After restart
Generates debug log records about the timer creation and deletion operations.
Default Value: 0
Valid Values:
0 Log records are not generated.
1 Log records are generated.
Changes Take Effect: After restart the common library.
Default Value: 0
Valid Values:
0 Log records are not generated.
1 Log records are generated.
Changes Take Effect: After restart
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Table 10: Debug Log Options (Continued)
Option x-conn-debug-security x-conn-debug-api x-conn-debug-dns x-conn-debug-all
Description
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 Log records are not generated.
1 Log records are generated.
Changes Take Effect: After restart
Generates debug log records about connection library function calls.
Default Value: 0
Valid Values:
0 Log records are not generated.
1 Log records are generated.
Changes Take Effect: After restart
Generates debug log records about DNS operations.
Default Value: 0
Valid Values:
0 Log records are not generated.
1 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 Log records are not generated.
1 Log records are generated.
Changes Take Effect: After restart
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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.
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 102 .
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.
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Table 11: Log Output Options all
Option Description
Specifies the outputs to which an application sends all log events. You must separate log output types with commas when you configure more than one output type.
Default Value: No default value
Valid Values: 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 an application 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 log file is created in the working directory.
Changes Take Effect: Immediately
For example, all = stdout, logfile
Note: To ease the troubleshooting process, consider using unique prefixes for log files that different Stat Server applications generate.
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Table 11: Log Output Options (Continued)
Option alarm standard
Description
Specifies the outputs to which an application 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 memory
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.
Log events are sent to the memory output on the local disk. This output is the safest in terms of the application performance.
[filename] Log events are stored in a file with the specified name. If you do not specify a path, the log file is created in the working directory.
Changes Take Effect: Immediately
Specifies the outputs to which an application 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 the application performance.
[filename] Log events are stored in a file with the specified name. If you do not specify a path, the log file is created in the working directory.
Changes Take Effect: Immediately
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Table 11: Log Output Options (Continued)
Option Description interaction Specifies the outputs to which an application sends log events of the Interaction and higher levels (that is, log events of Standard level). 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 Log events are sent to the standard output ( stdout ). trace 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 the application performance.
[filename] Log events are stored in a file with the specified name. If you do not specify a path, the log file is created in the working directory.
Changes Take Effect: Immediately
Specifies the outputs to which an application sends log events of Trace 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, trace = stderr, network
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 ). memory
Log events are sent to Message Server, which can reside anywhere on the network. Message Server stores the log events in the Log Database.
Log events are sent to the memory output on the local disk. This output is the safest in terms of the application performance.
[filename] Log events are stored in a file with the specified name. If you do not specify a path, the log file is created in the working directory.
Changes Take Effect: Immediately
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Table 11: Log Output Options (Continued)
Option debug
Description
Specifies the outputs to which an application 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 Log events are sent to the standard output ( stdout ). stderr memory
Log events are sent to the standard error output ( stderr ).
Log events are sent to the memory output on the local disk. This output is the safest in terms of the application performance.
[filename] Log events are stored in a file with the specified name. If you do not specify a path, the log file is created in the working directory.
Changes Take Effect: Immediately
Note: Log events of debug level are never sent to Message Server nor are they stored in the Log Database.
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. If Stat
Server terminates normally, the snapshots logs are deleted.
Note: Provide *.snapshot.log
files to Genesys Customer Care when reporting a problem.
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• *.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 three examples of a log section that you might configure for a Stat Server application that is operating:
• In production mode
• In a debugging lab mode
• In a troubleshooting lab mode
Example 1: 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.
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.
Example 2: 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.
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Example 3: 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 all 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
Customer Care identify the reason for the failure. Be sure to appropriately set the
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
Customer Care when reporting problems.
log-extended Section
This section must be named log-extended .
Table 12: Extended Log Options
Option levelreassigndisable
Description
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
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Table 12: Extended Log Options (Continued)
Option levelreassign-
<eventID>
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 The log level of log event < eventID > is set to alarm.
standard 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.
none Log > is not recorded in a log.
Changes Take Effect: Immediately
Warning!
Use caution when making these changes in a production environment.
Depending on the log configuration, changing the log level to a higher priority might 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.
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• 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 a high availability (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 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
Before the log levels of the log are changed:
• Log event 20009 —with default level trace —is output to stderr.
• Log event 20018 —with default level standard —is output to stderr and the log file, and sent to Message Server.
• Log event 20022 —with default level debug —is output to stderr.
Extended log configuration section:
[log-extended] level-reassign-20009=none level-reassign20018 =interaction level-reassign-20022=standard
After the log levels are changed:
• Log event 20009 is disabled and is not logged.
• Log event 20018 is output to stderr and to the log file.
• Log event 20022 is output to stderr and to the log file, and sent to Message
Server.
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log-filter Section
This section must be called log-filter .
describes the one option you can configure in this section. Refer to the “Hide Selected Data in Logs” chapter in the Genesys 8.1 Security Deployment Guide for more information about this feature.
Table 13: log-filter Options
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 the value of this option to all KVList pairs, but the presentation of specific pairs in
AttributeUserData can be overridden by options that are explicitly defined within the [log-filter-data]
).
Default Value: skip
Valid Values: copy The keys and values of KVList information are copied to the log. hide hidefirst,<n>
The keys of the KVList information are copied to the log; the values are replaced with strings of asterisks.
The keys of KVList information are copied to the log; the first <n> characters of the value are replaced with asterisks. If <n> exceeds the number of characters in the value, the number of asterisks will be equal to the number of characters in the value. hide-last,<n> The keys of KVList information are copied to the log; the last <n> characters of the value are replaced with asterisks. If <n> exceeds the number of characters in the value, the number of asterisks will be equal to the number of characters in the value. tag[(<tagprefix>,
<tagpostfix>)]
KVList information is tagged with the prefix specified by <tagprefix> and the postfix specified by <tag-postfix>.
If the two parameters are not specified, the default tags <# and #> are used as prefix and postfix, respectively.
To use the default tags, you can use any of the following values:
• tag
• tag()
• tag(,)
To define your own tags, replace the two parameters in the value with your tags.
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Table 13: log-filter Options (Continued)
Option default-filter-type
(continued) unhidefirst,<n> unhidelast,<n>
Description
The keys of KVList information are copied to the log; all but the first <n> characters of the value are replaced with asterisks. If <n> exceeds the number of characters in the value, the value of the key appears, with no asterisks.
The keys of KVList information are copied to the log; all but the last <n> characters of the value are replaced with asterisks. If <n> exceeds the number of characters in the key, the value of the key appears, with no asterisks.
KVList information is not copied to the log. skip
Changes Take Effect: Immediately filtering Enables false ) log filtering at the Application level.
Default Value: true
Valid Values: true , false
Changes Take Effect: Immediately, if application is subscribed to notifications that this option has been changed.
Example
[log-filter] default-filter-type
=
copy
Here is an example of a log with 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
Refer to the Genesys 8.1 Security Deployment Guide for additional examples.
log-filter-data Section
This section must be called log-filter-data .The options in this section define the treatment of filtering data in log output on a key-by-key basis. Log files can contain a significant amount of information about your configuration and operations. The options in this section enable you to prevent unauthorized
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Chapter 8: Common Log Options log-filter-data Section
users from seeing particular data in the output of log messages. Table 14
describes the options you configure in this section.
Table 14: log-filter-data Options
Option
<key name>
Description
Specifies the manner in which the specified KVList pair, defined by this option’s name, is presented in the Stat Server log. Setting this option supersedes the default manner of KVList presentation, which is defined by the value of the defaultfilter-type option in the [log-filter] section for the given KVList pair.
If no value is specified for this option, no additional processing of this data element is performed.
Default Value: No default value
Valid Values: copy hide
The key and value of the given KVList pair in the
Attribute UserData section are copied to the log.
The given KVList key is copied to the log; the KVList value is replaced with a string of asterisks. hide-first,<n> The key of the given KVList pair in the AttributeUserData section is copied to the log; the first <n> characters of the value are replaced with asterisks. If <n> exceeds the number of characters in the value, the number of asterisks will be equal to the number of characters in the value. hide-last,<n> The key of the given KVList pair in the AttributeUserData section is copied to the log; the last <n> characters of the value are replaced with asterisks. If <n> exceeds the number of characters in the value, the number of asterisks will be equal to the number of characters in the value. tag[(<tag-prefix>,
<tag-postfix>)]
The KVList pair in the AttributeUserData section is tagged with the prefix specified by <tag-prefix> and the postfix specified by <tag-postfix>.
If the two parameters are not specified, the default tags <# and #> are used as prefix and postfix, respectively.
To use the default tags, you can use any of the following values:
• tag
• tag()
• tag(,)
To define your own tags, replace the two parameters in the value with your tags.
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Table 14: log-filter-data Options (Continued)
Option
<key name>
(continued)
Description unhide-first,<n> The key of the given KVList pair in the AttributeUserData section is copied to the log; all but the first <n> characters of the value are replaced with asterisks. If <n> exceeds the number of characters in the value, the value of the key appears, with no asterisks. unhide-last,<n> The key of the given KVList pair in the AttributeUserData section is copied to the log; all but the last <n> characters of the value are replaced with asterisks. If <n> exceeds the number of characters in the value, the value of the key appears, with no asterisks. skip The KVList pair in the AttributeUserData section is not copied to the log.
Changes Take Effect: Immediately
Example
[log-filter-data]
PASSWORD=hide
Here is an example of the log with the PASSWORD option set to hide.
Note that the value of PASSWORD has been replaced with a series of asterisks ( **** ): message RequestSetCallInfo
AttributeConsultType
AttributeOriginalConnID
3
008b012ece62c8be
AttributeUpdateRevision 2752651
AttributeUserData [111] 00 27 01 00
'DNIS' '8410'
‘PASSWORD' '****'
'RECORD_ID' '8313427'
AttributeConnID 008b012ece62c922
Refer to the Genesys 8.1 Security Deployment Guide for additional examples.
sml Section
This section must be called sml, which stands for System Management Layer, and must be defined on the Annex tab of the Stat Server Application object.
describes one option that you can configure in this section. Other options that the Framework 8.1 Configuration Options Reference Manual describe are not supported in the 8.x releases of Stat Server.
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Chapter 8: Common Log Options common Section
Table 15: SML Options
Option suspending-waittimeout
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
common Section
This section must be named common.
Table 16 describes the options that you
configure in this section.
Table 16: common Options
Option enable-ipv6
Description
Specifies that Stat Server is to use TCP/IP v6 for relaying packets of information across network boundaries to and from the Management Layer.
Default Value: 0 (for backward compatibility)
Valid Values: 0 (off), 1 ( on)
Changes Take Effect: Immediately
Note: This option is supported for use on Linux, Solaris 8+, Windows Vista, and
Windows Server 2008+ operating systems only.
Refer to the Framework 8.1 Deployment Guide for more information about this component.
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Table 16: common Options (Continued)
Option Description executed by Stat Server. Use this option if Stat Server has not been able to occupy a configured port successfully.
Warning! Use this option only when requested to do so by Genesys Customer
Care.
Default Value: 10
Valid Values: 0 – 600
Changes Take Effect: After restart
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Chapter 8: Common Log Options common Section
112 Framework 8.1
Chapter
9
Installing a Stat Server
Application
You must configure a Stat Server Application object in Configuration Server before installing the Stat Server application. Read
for this configuration and other important information. You need not uninstall prior releases of Stat Server in order 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 113
Installing Stat Server Following Manual Configuration, page 115
Manually Installing the Java Extensions, page 117
Installing Stat Server Silently, page 119
Uninstalling the Stat Server Application, page 119
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.
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Chapter 9: Installing a Stat Server Application Installing Stat Server Following Wizard Configuration
3. When prompted, specify the installation type. Select either Standalone application (for Stat Server operation in regular mode) or Cluster Node.
you selected Cluster Node, when prompted, type the name of your Stat Server solution.
5. When prompted, specify the host name of the computer on which you want
Stat Server installed.
6. Specify whether Stat Server should use a client-side port for TCP/IP connection to Configuration Server. If so, specify the client-side port number and, optionally, either the IP address that Stat Server will use for its connection or Enter to ignore.
Refer to the Genesys Security Deployment Guide for more information about client-side port definition and configuration.
7. Specify the destination directory into which you want Stat Server installed.
8. If prompted for which version of the product to install (32- or 64-bit), choose the version appropriate for your operating system.
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 and OCC) if the Extension installation packages were also deployed.
Follow the steps described for each Extension beginning on
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 whether Stat Server should use a client-side port for TCP/IP connection to Configuration Server. If so, specify the client-side port number and, optionally, the IP address that Stat Server will use for its connection.
The installation routine automatically adds these parameters ( transportport and transport-address ) to:
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The Command–Line Arguments text box on the Start Info tab of the Stat
Server Application Properties dialog box, so that Stat Server can be
started from the Management Layer. (Refer to Chapter 10
for information about command-line parameters.)
The startServer batch file, so that you can start Stat Server using its startup files.
Refer to the Genesys Security Deployment Guide for more information about client-side port definition and configuration.
5. Specify the destination directory into which you want Stat Server installed.
6. On the Application Configuration Parameters window, do the following:
a. Either mark the Cluster Mode checkbox or leave it cleared depending on the mode of Stat Server operation.
b. For a Stat Server application that is to operate in cluster mode, in the
Solution name field, provide the name of the Stat Server solution that you created in
.
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 and OCC 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 8.1 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.
3. When prompted, specify the installation type. Select either Standalone application (for Stat Server operation in regular mode) or Cluster Node.
you selected Cluster Node, when prompted, type the name of your Stat Server solution.
5. When prompted, specify the host name of the computer on which you want to install Stat Server.
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6. When prompted, specify:
a. The host name of the computer on which Configuration Server is running.
b. The port that Stat Server will use to connect to Configuration Server.
c. The user name used to log in to Configuration Server.
d. The password used to log in to Configuration Server.
7. Specify whether Stat Server should use a client-side port for TCP/IP connection to Configuration Server. If yes, specify the client-side port number and, optionally, either the IP address that Stat Server will use for its connection or Enter to ignore.
Refer to the Genesys Security Deployment Guide for more information about client-side port definition and configuration.
8. 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.
9. Specify the full destination path into which you want Stat Server installed.
10. If prompted for which version of the product to install, (32- or 64-bit), select the version appropriate for your operating system.
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 and OCC) if the Extension installation packages were also deployed.
Follow the steps described for each Extension, starting with Step 2
on
On Windows
1. From the Real-Time Metrics 8.1 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 one of the existing applications. Select the former.
4. Specify the parameters for connecting to the Configuration Server where your Stat Server Application object has been configured.
5. Specify whether Stat Server should use a client-side port for TCP/IP connection to Configuration Server. If so, specify the client-side port number and, optionally, the IP address that Stat Server will use for its connection.
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The installation routine automatically adds these parameters ( transportport and transport-address ) to:
The Command – Line Arguments text box on the Start Info tab of the Stat
Server Application Properties dialog box, so that Stat Server can be
started from the Management Layer. (Refer to Chapter 10
for information about command-line parameters.)
The startServer batch file, so that you can start Stat Server using its startup files.
Refer to the Genesys Security Deployment Guide for more information about client-side port definition and configuration.
6. Select your Stat Server application.
7. Specify the destination directory into which you want Stat Server installed.
8. 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 and OCC Stat Server
Java Extensions as well.
Manually Installing the Java Extensions
Before installing a Stat Server Java Extension, you must both 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 eServices and OCC Java Extensions, which are delivered in four .jar
files:
• eServiceContactStat.jar
• eServiceInteractionStat.jar
• eServiceSystemStat.jar
• OCCStatExtension.jar
You deploy these files in two separate installations.
On Windows
Installing the eServices Extensions
You can install the three eService Java Extensions, which are used for eServices, 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.
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On UNIX
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:\Program Files\GCTI\Stat Server\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.
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:\Program Files\GCTI\Stat
Server\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
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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 Stat Server Silently
You can deploy Stat Server silently using InstallShield Silent, a third-party installation program that Genesys provides 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.
For instructions on how to deploy applications silently, refer to the Framework
8.1 Deployment Guide.
Uninstalling the Stat Server Application
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
.
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 8.1
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.
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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.
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 31
to remove the
Application object from Configuration Server.
120 Framework 8.1
Chapter
10
Starting and Stopping a
Stat Server Application
This chapter contains procedures for starting and stopping a Stat Server application on the supported platforms. Start procedures assume that you have properly configured and installed Stat Server. If not, refer to
respectively.
This chapter contains these sections:
What Must Be Running Prior to Start, page 121
Starting a Stat Server Application, page 122
Stopping a Stat Server Application, page 125
As part of the invocation of a Stat Server solution, you can also start several
Stat Server applications simultaneously. Refer to the next chapter for this information.
What Must Be Running Prior to Start
You can start a Stat Server application in several ways. Depending on the desired mode of operation, Genesys recommends that you start a Stat Server applications with certain other Genesys applications already running.
For starting Stat Server from SCI or Genesys Administrator in regular or cluster mode, have the following up and running:
• Configuration Server
• Solution Control Server
• Local Control Agent
• Either Genesys Administrator or SCI
If you have configured the Stat Server application to write to a database, also have running:
• RDBMS
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• DB Server
For starting Stat Server in cluster mode, though not mandatory, you should also have the following applications running:
• SIP Server Cluster
• SIP Proxy
And, if your environment uses Stat Server Java extensions, set up Java
Runtime Environment (JRE)
Starting a Stat Server Application
You can start a Stat Server application in any of the following ways:
• From SCI
• From Genesys Administrator
• On UNIX
• From the Windows command line
• 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.
You can start a Stat Server application that has been configured as a node of a clustered solution in either standalone or cluster mode. When a Stat Server application that was originally configured as a node is run standalone—not as part of the cluster—the application uses the configuration that is defined wholly within the application itself.
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 8.1 Solution
Control Interface Help.
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Using Genesys Administrator
1. From the Provisioning view within Genesys Administrator, locate and select your Stat Server Application object.
2. In the Tasks pane, select Start Application.
(Also, right-clicking your
Application object displays the shortcut menu that contains this menu item.)
3. In the confirmation dialog box, select Yes.
Your Stat Server application starts.
For information about how to use Genesys Administrator, refer to the
Framework 8.1 Genesys Administrator Help.
On UNIX
1. Go to the directory where you have installed the Stat Server application.
2. Review the contents of the run.sh
script to ensure that it either includes or excludes the -cluster parameter depending on the mode in which Stat
Server is to operate. Edit the file, if necessary.
3. 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
[ -cluster Solution ] [ -transport-por t trnsportno ] [-transportaddress IPaddress ]
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.
Solution is the name of the Stat Server solution to which the Stat
Server application belongs. Specifying this parameter is mandatory if
Stat Server is to operate in cluster mode. trnsportno is the port number that Stat Server uses for TCP/IP connection to Configuration Server. Specifying this parameter is optional.
IPaddress is the IP address that Stat Server uses for TCP/IP connection to Configuration Server. Specifying this parameter is optional.
Stat Server—Deployment Guide 123
Chapter 10: Starting and Stopping a Stat Server Application Starting a Stat Server Application
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"
On Windows, from the Command Line
Start a Stat Server application 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
[ -cluster Solution ] [ -transport-por t trnsportno ] [-transport-address
IPaddress ] 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.
Solution is the name of the Stat Server solution to which the Stat
Server application belongs. Specifying this parameter is mandatory if
Stat Server is to operate in cluster mode.
• trnsportno is the port number that Stat Server uses for TCP/IP connection to Configuration Server. Specifying this parameter is optional.
• IPaddress is the IP address that Stat Server uses for TCP/IP connection to
Configuration Server. Specifying this parameter is optional.
Note: If the host or application name contains spaces or hyphens (–), enclose it in double quotation marks.
For example, to start a Stat Server application in regular mode with parameters specifying the host as cs-host, 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 a Stat Server application, 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.
124 Framework 8.1
Chapter 10: Starting and Stopping a Stat Server Application Stopping a Stat Server Application
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.)
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 a Stat Server Application
You can stop a Stat Server application from running 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.
Using SCI
If you are using LCA and a Solution Control Server (SCS), you can stop a
Stat Server application using 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 confirmation box that appears.
SCI stops your Stat Server application.
Stat Server—Deployment Guide 125
Chapter 10: Starting and Stopping a Stat Server Application Stopping a Stat Server Application
On UNIX
Stop a Stat Server application 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).
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.
126 Framework 8.1
Chapter
11
Starting and Stopping a
Stat Server Solution
This chapter applies to Stat Server deployed in cluster mode and contains procedures for starting and stopping a Stat Server solution on the supported platforms. Starting a Stat Server solution starts all of the applications configured within the solution. Likewise, stopping the Stat Server solution stops all of the solution’s applications. Start procedures assume that you have properly configured the solution as well as configured and installed the applications that are defined as the solution’s components. If not, refer to
Chapter 5, “Configuring a Stat Server Cluster Solution,” beginning on page 37
.
You can also start and stop each Stat Server application that is a component of a Stat Server solution independent of starting the solution; however, this method of sequential invocation is not recommended. All clustered Stat Server applications should be started simultaneously in order to achieve the objectives
of the cluster. Refer to Chapter 10, “Starting and Stopping a Stat Server
Application,” beginning on page 121 for this information.
This chapter contains these sections:
What Must Be Running Prior to Start, page 127
Starting a Stat Server Solution, page 128
Stopping a Stat Server Solution, page 129
What Must Be Running Prior to Start
Genesys recommends that you start a Stat Server solution with certain applications already running; namely:
• Configuration Server
• SIP Cluster
Stat Server—Deployment Guide 127
Chapter 11: Starting and Stopping a Stat Server Solution Starting a Stat Server Solution
In addition, to start a Stat Server solution from the Genesys Solution Control
Interface (SCI) or Genesys Administrator, have the following up and running:
• Solution Control Server
• Local Control Agent
• Either Genesys Administrator or SCI
Starting a Stat Server Solution
Starting a solution entails starting all of the solution’s components in the order that is specified by each components startup priority. You can start a
Stat Server solution in any of the following ways:
• From SCI. (This is the recommended approach.)
• From Genesys Administrator
• On UNIX
• From the Windows command line
Using SCI
A Stat Server solution must be created using the Multimedia solution type in order for you to be able to start it from the Solutions Control Interface (SCI).
1. From the Solutions view in SCI, select your Stat Server Solution object on the list pane.
2. Start the solution by performing any of the following:
Click the Start button on the toolbar.
Select Start from the Action menu.
Select Start from the shortcut menu that appears when you right-click the Solution object.
3. Click Yes in the confirmation box that appears.
Your Stat Server solution starts. For information about how to use SCI, refer to
Framework 8.1 Solution Control Interface Help.
Using Genesys Administrator
1. Open Genesys Administrator, navigate to the Solutions folder, and locate your Stat Server Solution object.
2. In the Solutions pane, right-click your Stat Server solution and select
Start Solutions.
3. Click Yes in the confirmation box that appears.
Your Stat Server solution starts. For information about how to use Genesys
Administrator, refer to Framework 8.1 Genesys Administrator Help.
128 Framework 8.1
Chapter 11: Starting and Stopping a Stat Server Solution Stopping a Stat Server Solution
On UNIX
You can start a Stat Server solution from the UNIX command line using the
Framework mlcmd command-line utility. This utility is located in the folder in which Solution Control Server was installed. Refer to Appendix A of the
Framework 8.1 Management Layer User’s Guide for information about how to use this utility, its parameters, and its output.
On Windows, from the Command Line
You can also start a Stat Server solution from the Windows command line using the Framework mlcmd.exe
command-line utility. This utility is located in the folder in which Solution Control Server was installed. Refer to Appendix A of the Framework 8.1 Management Layer User’s Guide for information about how to use this utility, its parameters, and its output.
Stopping a Stat Server Solution
Stopping a solution entails stopping all of the solution’s components. You can stop a Stat Server solution in any of the following ways:
• From SCI. (This is the recommended approach.)
• 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.
Using SCI
If you are using LCA and a Solution Control Server (SCS), you can stop a
Stat Server solution using SCI:
1. From the Solutions view in SCI, select your Stat Server Solution object on the list pane.
2. Stop the solution by performing any of the following:
Click Stop on the toolbar.
Select Stop from the Action menu.
Select Stop from the shortcut menu that appears when you right-click the Solution object.
3. Click Yes in the confirmation box that appears.
SCI stops your Stat Server solution.
Stat Server—Deployment Guide 129
Chapter 11: Starting and Stopping a Stat Server Solution Stopping a Stat Server Solution
Using Genesys Administrator
1. Open Genesys Administrator, navigate to the Solutions folder, and locate your Stat Server Solution object.
2. In the Solutions pane, right-click your Stat Server solution and select Stop
Solutions.
Note: Stat Server does not support the ability to gracefully shut down. If, at this step, you select Stop Solutions Gracefully, the
Management Layer performs an abrupt shut down of the Stat
Server solution. For this scenario, consider configuring the
suspending-wait-timeout option, described on page 110 .
3. Click Yes in the confirmation box that appears.
Your Stat Server solution stops.
On UNIX
You can stop a Stat Server solution from the UNIX command line using the
stopapp parameter of the Framework mlcmd command-line utility. This utility is located in the folder in which Solution Control Server was installed. Refer to
Appendix A of the Framework 8.1 Management Layer User’s Guide for information about how to use this utility and its parameters.
On Windows
If the Stat Server solution is running as a Windows application switch to its console window and press Ctrl+Break to stop it.
130 Framework 8.1
Chapter
12
Optimizing Performance
Review the recommendations provided in this chapter to optimize Stat Server performance. This chapter contains the following sections:
Hardware-Related Recommendations, page 131
Software-Related Recommendations, page 132
Hardware-Related Recommendations
When you are planning to deploy Stat Server to your environment, follow these recommendations:
For Stat Server
Operating in
Regular Mode
For Stat Server operation in regular mode:
• Consider the following formula, which approximates Stat Server memory, in megabytes, for a typical large contact center:
MemoryReqd = 100 + (NStatistics × 0.0012) where NStatistics represents the number of opened statistics and 0.0012 refers to approximately 1.2 KB of memory per statistic. This formula applies to Stat Server memory calculation of core statistics. Java Extension clients might request additional memory of which Stat Server is unaware.
For example, Stat Server on a computer with 1.5 GB of memory should be more than ample to handle CC Analyzer requests of 30,000 active Agent or
Place objects that originate from the Genesys-provided Agent and Place reports):
NStatistics
MemoryReqd
= 28 statistics/report layout × 30,000 objects
= 840,000 statistics
= 100 + (840,000 × 0.0012)
= 1,108 MB
For smaller contact centers, you can reduce the constant (100) to a smaller value.
Stat Server—Deployment Guide 131
Chapter 12: Optimizing Performance Software-Related Recommendations
For Stat Server
Operating in
Cluster Mode
Install Stat Server on a computer with sufficient physical memory to avoid swapping.
• 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 source event server on the same computer or connect them through a fast LAN. If you are using several T-Server applications, position Stat Server nearest to the one.
• Do not install Stat Server on the same computer as Configuration Server.
• Do not install real-time, third-party applications on the computer that is 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.
For Stat Server operation in cluster mode:
• Install Stat Server and source event server on the same computer or connect them through a fast LAN. If you are using several SIP Server applications, position Stat Server nearest to the one.
• The hardware should be powerful enough to handle the entire SIP cluster and Stat Server cluster. The computer should have about at least 32GB of memory and 32 cores.
• Suggestion: Dedicate one node per processor.
• For better performance, in addition to the T-Controller connection, you consider configuring more than one Stat Server application each connecting to the same Interaction Proxy in order to better distribute call loads amongst all Stat Server nodes.
Software-Related Recommendations
For Stat Server
Operating in
Regular Mode
• For Stat Server applications that write to the Stat Server database, configure options only for the tables that you need by setting the following configuration options:
login-table
qinfo-table status-table voice-reasons-table
132 Framework 8.1
Chapter 12: Optimizing Performance Software-Related Recommendations
For Stat Server
Operating in
Cluster Mode
• 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.
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.
Stat Server operating in cluster mode supports:
• 60,000 administered agents (aka regular DNs)
• 200,000 configured agents
• 40,000 simultaneously logged-in agents
• 20,000 skill-based virtual agents groups
• 10,000 virtual queues
• 20,000 route points
• 2,000 agents per agent group
• 40 calls per second
• 4.46 million open statistics
• 60,000 simultaneous calls
One Stat Server instance sustains the load of one T-Controller up to 150 calls per second.
The number of Stat Server instances within a solution need not correlate with the number of SIP Server nodes in a SIP cluster. Instead, this number depends on the following:
• Call volume
• Number of Stat Server clients
• Number of opened statistics and other factors. Refer to SIP Cluster documentation for other information pertinent to Stat Server performance within the cluster.
You can operate multiple Stat Server solutions on the same host with the restriction that each Stat Server cluster must designate a different Stat Server solution.
Stat Server—Deployment Guide 133
Chapter 12: Optimizing Performance Software-Related Recommendations
134 Framework 8.1
Chapter
13
Application Files
The Stat Server installation routine creates a root application folder with two subfolders:
• java
• sql_scripts
Tables
19 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 17: Contents of the Root Folder
File Name Description read_me.html startServer.bat (Windows) run.sh (Unix) statserv.exe (Windows) statserv (Unix) statserv_32.exe (Windows) statserv_32 (Unix)
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.
Where Stat Server supports both the 32- and 64-bit memory models for a particular platform, Stat Server uses your selection at
or Step 10 on page 116 during installation to define this file.
Application executable for 32-bit platforms. This file and statserv_64 appear only on those platforms that support both memory models.
Stat Server—Deployment Guide 135
Chapter 13: Application Files
Table 17: Contents of the Root Folder (Continued)
File Name statserv_64.exe (Windows) statserv_64 (Unix) statserv.pdb
StatServer.lms java subfolder sql_scripts subfolder
Description
Application executable for 64-bit platforms. This file and statserv_32 appear only on those platforms that support both memory models.
File for advanced troubleshooting of Stat Server on Windows operating systems.
File storing Stat Server–specific log messages.
Subfolder. See
Subfolder containing five subfolders, holding SQL scripts for each of the following RDBMS types:
• Sybase
• Informix
• DB2
• Oracle
• Microsoft SQL
for the contents of each subfolder.
Table 18: Contents of the sql_scripts/[dbtype] Subfolder
File Name login_[dbtype].sql qinfo_[dbtype].sql status_[dbtype].sql status_ixnid_[dbtype].sql status_ltime_[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.
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.
136 Framework 8.1
Chapter 13: Application Files
Table 19: 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
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 137
Chapter 13: Application Files
138 Framework 8.1
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 5 beginning on page 67
.) The information in this appendix is divided among the following topics:
Table Schema by RDBMS, page 140
Table and Column Descriptions, page 141
Note: The appendix applies to Stat Server applications that operate in regular mode only.
Introduction
Stat Server stores status data about places and 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 139
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
13 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.
140
Figure 9: Table Schema for a DB2 Stat Server Database
Figure 10: Table Schema for an Informix Stat Server Database
Note: For the Informix RDBMS, the STATUS table does not include the IxnID field.
Framework 8.1
Appendix A: Physical Data Models for Stat Server Tables Table and Column Descriptions
Figure 11: Table Schema for a Microsoft SQL Stat Server Database
Figure 12: Table Schema for an Oracle Stat Server Database
Figure 13: 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 141
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
login-table 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.
Stat Server also writes login and logout records in LOGIN table even if
EventMediaAdded and EventMediaRemoved events were not received from
Interaction Server, but media channel was present in attr_media_list of
Interaction event EventAgentLogin .
describes the LOGIN table’s fields, which are presented in order of appearance.
Table 20: 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 The DBID of the place where the agent has logged in or out.
STATUS 1 if the agent has logged in.
0 if the agent has logged out.
142 Framework 8.1
Appendix A: Physical Data Models for Stat Server Tables Table and Column Descriptions
Table 20: Field Descriptions for the LOGIN Table (Continued)
Field Name
TIME
LOGINID
Description
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.
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 21: Field Descriptions for the QINFO Table
Field Name
QueueDBID
ConnID
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.
Stat Server—Deployment Guide 143
Appendix A: Physical Data Models for Stat Server Tables Table and Column Descriptions
Table 21: Field Descriptions for the QINFO Table (Continued)
Field Name
Status
StartTime
Duration
EndTime
Description
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 1 Time in 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
*
(for virtual queues only)
2
6
Time in queue
3 Time in queue plus time spent ringing
4 Time in queue plus time spent ringing
5 Time in queue plus time spent ringing until party changed
Time in queue
Call cleared after being stuck on a distribution DN
Call cleared after being stuck while ringing at an agent’s DN
7 Time in queue
8
9
Time in queue
Time at DN
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.
*. 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 8.1
Stat Server User’s Guide for a description of this action.)
144 Framework 8.1
Appendix A: Physical Data Models for Stat Server Tables Table and Column Descriptions
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 18 on page 136 for descriptions of the scripts.
Stat Server writes to this table only if the status-table configuration option is
set to yes.
describes this table’s fields, which are presented in their order of appearance.
Table 22: Field Descriptions for the STATUS Table
Field Name
ID
AgentDBID
PlaceDBID
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, logged into the place (which DBID is displayed in the Place DBID), or 0 (zero).
The DBID of a place or 0 (zero).
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Appendix A: Physical Data Models for Stat Server Tables Table and Column Descriptions
Table 22: Field Descriptions for the STATUS Table (Continued)
Field Name
Status
StartTime
Duration
EndTime
Description
The status of the place whose DBID appears in the PlaceDBID field or the status of the agent whose DBID appears in the AgentDBID field. If agent is logged into a place, he or she shares the status of the place and this status is written to the table. Agent status is written when the agent is not logged into any place.
The following lists STATUS field values and their significance:
17
18
19
20
21
22
23
4
5
6
7
8
9
13
16
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.
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, if Stat Server is configured not to set status end times during updates ( status-table-update-endtime-at-end-only=yes ), this field holds a 0 (zero) value if the status does not complete before the update of long-running statuses.
146 Framework 8.1
Appendix A: Physical Data Models for Stat Server Tables Table and Column Descriptions
Table 22: Field Descriptions for the STATUS Table (Continued)
Field Name
ConnID
StartLocalTime
EndLocalTime
IxnID
Description
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 time-format
option. This 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 reasons are established at a software level by a request from a software application, such as an agent desktop.)
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.
Stat Server—Deployment Guide 147
Appendix A: Physical Data Models for Stat Server Tables Table and Column Descriptions
Reasons data is available to users of Genesys Info Mart releases 7.2–7.6. Refer to the Genesys Info Mart Operations Guide for information about Reasons data in the Info Mart database.
148 Framework 8.1
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.
Note: The appendix applies to Stat Server applications that operate in regular mode only.
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.
Stat Server—Deployment Guide 149
Appendix B: Manually Purging Data from the Stat Server Database
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 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
• EndTime
Finally, the LOGIN table 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.
150 Framework 8.1
Appendix B: Manually Purging Data from the Stat Server Database
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 FROM StatServerTable WHERE criteria ;
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 FROM 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 151
Appendix B: Manually Purging Data from the Stat Server Database
152 Framework 8.1
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 8.1 Deployment Guide, which will help you configure and install other Framework components.
• The Framework 8.1 Stat Server User’s Guide, for information about the makeup of a statistic and the manner in which Stat Server connects and provides data to its clients.
• Genesys Administrator Help, for information about configuring Genesys applications using Genesys Administrator.
SIP Cluster
• SIP Cluster Solution Guide, which serves as a central location for the descriptions and deployment instructions of all components of a SIP
Cluster.
• SIP Proxy Deployment Guide, which describes the interface for SIP communication between SIP devices and SIP Server components.
• SIP Voicemail Deployment Guide, which describes the options and instructions for configuring a SIP voicemail server.
Note: SIP Cluster is available as a Restricted release at the time of this publication.
Stat Server—Deployment Guide 153
Related Documentation Resources
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 8.1 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 8.0 series, 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.
• Genesys Migration Guide, which ships on the Genesys Documentation
Library DVD, and which provides documented migration strategies for
Genesys product releases. Contact Genesys Customer Care for more information.
• Release Notes and Product Advisories for this product, which are available on the Genesys Documentation website.
Information about supported hardware and third-party software is available on the Genesys Customer Care website in the following documents:
• Genesys Supported Operating Environment Reference Guide
• Genesys Supported Media Interfaces Reference Manual
Consult these additional resources as necessary:
• Genesys Interoperability Guide, which provides information on the compatibility of Genesys products with various Configuration Layer
Environments; Interoperability of Reporting Templates and Solutions; and
Gplus Adapters Interoperability.
• Genesys Licensing Guide, which introduces you to the concepts, terminology, and procedures relevant to the Genesys licensing system.
For additional system-wide planning tools and information, see the release-specific listings of System-Level Documents on the Genesys
Documentation website .
Genesys product documentation is available on the:
• Genesys Customer Care website .
• Genesys Documentation site .
• Genesys Documentation Library DVD and/or the Developer
Documentation CD, which you can order by e-mail from Genesys Order
Management at [email protected]
.
154 Framework 8.1
Document Conventions
Document Conventions
This document uses certain stylistic and typographical conventions— introduced here—that serve as shorthands for particular kinds of information.
Document Version Number
A version number appears at the bottom of the inside front cover of this document. Version numbers change as new information is added to this document. Here is a sample version number:
81fr_dep_statserver_12-2013_v8.1.201.00
You will need this number when you are talking with Genesys Customer Care 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.
Table 23: Type Styles
Type Style Used For
Italic • Document titles
• Emphasis
• Definitions of (or first references to) unfamiliar terms
• Mathematical variables
Also used to indicate placeholder text within code samples or commands, in the special case where angle brackets are a required part of the syntax (see the note about angle brackets on
).
Examples
Please consult the Genesys Migration
Guide for more information.
Do not use this value for this option.
A customary and usual practice is one that is widely accepted and used within a particular industry or profession.
The formula, x +1 = 7 where x stands for . . .
Stat Server—Deployment Guide 155
Document Conventions
Table 23: Type Styles (Continued)
Type Style Used For
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.
Examples
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>
156 Framework 8.1
Index
Symbols
... (ellipsis)
. . . . . . . . . . . . . . . . . . 55
[] (square brackets)
. . . . . . . . . . . . . . 156
# (pound sign)
. . . . . . . . . . . . . . . . 73
< > (angle brackets)
A accept-clients-in-backup-mode configuration option
. . . . . . . . . . . . . . . . 49
addp timeout
. . . . . . . . . . . . . . . . . 71
AfterCallWork work mode
AGENTDBID field in LOGIN table
. . . . . . . . . . . . . . . 142
AgentDBID field in STATUS table
. . . . . . . . . . . . . . 145
alarm log option
. . . . . . . . . . . . . . . 99
all log option
. . . . . . . . . . . . . . . . . 98
allow-asm-outbound-on-established configuration option
allow-vq-orig-dns-from-environment configuration option
angle brackets
. . . . . . . . . . . . . . . . 156
Annex tab suppress-user-data option
application properties
application templates for the backup Stat Server application
architecture
Management Framework
attached data
. . . . . . . . . . . . . . . . . 63
audience defining
. . . . . . . . . . . . . . . . . . . 7
auto-backup-interval configuration option
autorestart property
B backup Stat Server application configuring
. . . . . . . . . . . . . . . . . . 22
Stat Server—Deployment Guide backup-file-name configuration option
binding-threshold configuration option
brackets angle
. . . . . . . . . . . . . . . . . . . 156
square
. . . . . . . . . . . . . . . . . . . 156
buffering log option
C capacity-treat-acw-as-interaction configuration option
. . . . . . . . . . . . . . . . .51
changes introduced in the 8.1.0 release
introduced in the 8.1.2 release
chapter summaries defining
. . . . . . . . . . . . . . . . . . . .8
check-point log option
check-stuck-calls configuration option
check-vq-stuck-calls-frequency configuration option
. . . . . . . . . . . . . . . . .52
cluster command-line parameter
cluster section host configuration option
reset-delay configuration option
take-event-attached-data-changed-from-iproxy configuration option
command-line parameter cluster
. . . . . . . . . . . . . . . . . . . . 38
commenting on this document
common log options
–
alarm
. . . . . . . . . . . . . . . . . . . . 99
all
. . . . . . . . . . . . . . . . . . . . . . 98
buffering
. . . . . . . . . . . . . . . . . . . 89
check-point
. . . . . . . . . . . . . . . . . 93
compatible-output-priority
debug
. . . . . . . . . . . . . . . . . . . 101
default-filter-type
enable-ipv6
. . . . . . . . . . . . . . . . 110
expire
. . . . . . . . . . . . . . . . . . . . 90
filtering
. . . . . . . . . . . . . . . . . . 107
interaction
. . . . . . . . . . . . . . . . . 100
keep-startup-file
. . . . . . . . . . . . . . . 90
157
Index
<key name>
. . . . . . . . . . . . . .108
level-reassign-
. . . . . . . . . . . . . . . 104
level-reassign-disable
log-filter section
–
mandatory options
. . . . . . . . . . . . . . 87
memory
. . . . . . . . . . . . . . . . . . . 93
memory-storage-size
message_format
. . . . . . . . . . . . . . . 91
messagefile
. . . . . . . . . . . . . . . . . 91
print-attributes
. . . . . . . . . . . . . . . . 92
rebind-delay
. . . . . . . . . . . . . . . . 111
segment
. . . . . . . . . . . . . . . . . . . 89
sml
. . . . . . . . . . . . . . . . . . . . . 110
spool
. . . . . . . . . . . . . . . . . . . . . 94
standard
. . . . . . . . . . . . . . . . . . . 99
time_convert
. . . . . . . . . . . . . . . . . 92
time_format
. . . . . . . . . . . . . . . . . 92
trace
. . . . . . . . . . . . . . . . . . . . 100
verbose
. . . . . . . . . . . . . . . . . . . 88
x-conn-debug-all
. . . . . . . . . . . . . . . 96
x-conn-debug-api
. . . . . . . . . . . . . . 96
x-conn-debug-dns
. . . . . . . . . . . . . . 96
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
. . . . . . . . . . . . . . 87
configuring a backup Stat Server application
a security banner
. . . . . . . . . . . . . . 16
an HTTP interface
. . . . . . . . . . . . . . 23
an http port
. . . . . . . . . . . . . . . . . 34
Stat Server using Genesys Administrator
configuring Stat Server manually
. . . . . . . . . . . . . . . . . . . 25
using Configuration Manager
with a database
. . . . . . . . . . . . . . . 67
with Java Extensions
connection protocols http
. . . . . . . . . . . . . . . . . . . . . 34
connections maximum number of client
SNMP
. . . . . . . . . . . . . . . . . . . . 59
ConnID field in QINFO table
. . . . . . . . . . . . . . 143
in STATUS table
. . . . . . . . . . . . . . 147
conventions in document
. . . . . . . . . . . . . . . . 155
type styles
. . . . . . . . . . . . . . . . . 155
creating a Stat Server solution
D database configuring Stat Server with
database options binding-threshold
. . . . . . . . . . . . . . 67
enable-binding
. . . . . . . . . . . . . . . 67
local-time-in-status-table
login-table
. . . . . . . . . . . . . . . . . . 68
qinfo-table
. . . . . . . . . . . . . . . . . . 69
status-table
. . . . . . . . . . . . . . . . . 70
status-table-update-end-time-at-end-only
time-format
. . . . . . . . . . . . . . . . . 70
use-server-id
. . . . . . . . . . . . . . . . 71
voice-reasons-table
warn-unsent-sql-statements
debug log option
. . . . . . . . . . . . . . . 101
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
. . . . . . . . . . . . . . 142
DNs registering
. . . . . . . . . . . . . . . . . . 62
do-backup-in-background configuration option
document conventions
. . . . . . . . . . . . . . . . 155
errors, commenting on
version number
. . . . . . . . . . . . . . 155
Duration field in QINFO table
. . . . . . . . . . . . . . 144
in STATUS table
E ellipsis character (...)
enable-binding configuration option
enable-ipv6 log option
enable-java configuration option
EndLocalTime field
in STATUS table
EndTime field in QINFO table
. . . . . . . . . . . . . . 144
in STATUS table
EventDiverted TEvent
EventReserved_2 heartbeats
expire log option
. . . . . . . . . . . . . . . .90
158 Framework 8.1
Index
F filtering log option
. . . . . . . . . . . . . . 107
filters-allow-wildcards-in-values configuration option
. . . . . . . . . . . . . . . . 56
font styles italic
. . . . . . . . . . . . . . . . . . . . 155
monospace
. . . . . . . . . . . . . . . . 156
G
GCTISetup.ini file
. . . . . . . . . . . . . . 22
generate-stat-validity-events configuration option
generate-transfer-taken-on-ringing configuration option
. . . . . . . . . . . . . . .56
Genesys Administrator
H high availability for Stat Server solutions
host configuration option
hot standby mode
. . . . . . . . . . . . . . 22
I
ID field in STATUS table
. . . . . . . . . . . . . . 145
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 .
Installation mode
installing
Stat Server silently
the eServices Extensions
the Outbound Contact Extension
the Stat Server application
the Stat Server Wizard
InstallShield Silent
. . . . . . . . . . . . . . 119
interaction log option
intervals auto-backup-interval
old-stats-remove-interval
invoking the Stat Server Wizard
italics
. . . . . . . . . . . . . . . . . . . . . 155
IxnID field
. . . . . . . . . . . . . . . . . . . 140
in STATUS table
. . . . . . . . . . . . . . 147
J java configuration options debug-level
. . . . . . . . . . . . . . . . . 73
enable-java
. . . . . . . . . . . . . . . . . 73
java-libraries-dir
. . . . . . . . . . . . . . . 75
jvm-path
. . . . . . . . . . . . . . . . . . . 75
Java Extensions installing
. . . . . . . . . . . . . . . . . . 117
Java extensions configuring Stat Server with
java-config section
. . . . . . . . . . . . . . .75
java-extensions-dir option
java-libraries-dir
. . . . . . . . . . . . . . . 75
jvm-path option
. . . . . . . . . . . . . . . 75
java-extension-loading-timeout
configuration option
java-extensions section
java-extensions-dir configuration option
java-libraries-dir configuration option
JVM loading
. . . . . . . . . . . . . . . . . 73 ,
jvm-option section
. . . . . . . . . . . . . . .76
jvm-path configuration option
K keep-startup-file log option
<key name> log option
kv65_adapter.jar
kvlists.jar
. . . . . . . . . . . . . . . . . 74
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
. . . . . . . . . . . . . . . . 73 ,
Local Control Agent
local-time-in-status-table configuration option
log configuration options
–
log sections log
. . . . . . . . . . . . . . . . . . . . . . 88
log-filter
. . . . . . . . . . . . . . . . . . 106
log-filter-data
. . . . . . . . . . . . . . . 107
log-filter section common log options
–
LOGIN table
. . . . . . . . . . . . . . . 68
LOGINID field in LOGIN table
. . . . . . . . . . . . . . 143
login-table configuration option
Stat Server—Deployment Guide 159
Index
M management-port configuration option
max-client-connections configuration option
max-unsent-sql-statements configuration option .
memory log option
. . . . . . . . . . . . . . 93
memory requirements
memory-storage-size log option
message_format log option
messagefile log option
metadata
. . . . . . . . . . . . . . . . . . . 26
mlcmd.exe command-line utility
modes of the Stat Server Wizard
monospace font
. . . . . . . . . . . . . . . 156
Multimedia solution type
multimedia-activity-in-status-table configuration option
. . . . . . . . . . . . . . . . 69
N nec-position-extension-linked configuration option
. . . . . . . . . . . . . . . . 59
O old-stats-remove-interval configuration option
P
PATH environment variable
performance considerations
performance counters
persistent statistics
. . . . . . . . . . . . . . 50
PLACEDBID field in LOGIN table
. . . . . . . . . . . . . . . 142
PlaceDBID field in STATUS table
. . . . . . . . . . . . . . 145
position-extension-linked configuration option
pound sign (#)
. . . . . . . . . . . . . . . . 73
prerequisites for starting Stat Server
print-attributes log option
purge criteria
. . . . . . . . . . . . . . . . . 149
purging the Stat Server database
Q
QINFO table
. . . . . . . . . . . . . . . 69
qinfo-table configuration option
queue statuses
. . . . . . . . . . . . . . . . 69
QUEUEDBID field in LOGIN table
. . . . . . . . . . . . . . 142
QueueDBID field in QINFO table
. . . . . . . . . . . . . . 143
queue-disable-dcid-for-missed-calls configuration option
queue-use-pseudo-actions configuration option .
R rebind-delay log option
reconnect-timeout configuration option
redundancy types
. . . . . . . . . . . . . . .30
reg-delay configuration option
reg-dns-chunk-delay configuration option
reg-dns-chunk-volume configuration option
registering DNs chunk size
. . . . . . . . . . . . . . . . . . 62
interval duration
. . . . . . . . . . . . . . . 62
reset-delay configuration option
rp-handle-queueing-events configuration option
S security banner
. . . . . . . . . . . . . . . .16
segment log option
send-timeout configuration option
Services Layer
. . . . . . . . . . . . . . . . .12
show-attached-data configuration option
show-queued-interactions configuration option
silent installation
. . . . . . . . . . . . . . . 119
defined
. . . . . . . . . . . . . . . . . . 119
sml log option
. . . . . . . . . . . . . . . . 110
SNMP connections
Solution Control Server
solution type
Multimedia
. . . . . . . . . . . . . . . . . 37
spool log option
. . . . . . . . . . . . . . . .94
square brackets
. . . . . . . . . . . . . . . 156
standard log option
starting
. . . . . . . . . . . . . . . . . . . . 128
starting Stat Server as an Windows NT Service
from the Solution Control Interface
on UNIX
. . . . . . . . . . . . . . . . 123
on Windows
. . . . . . . . . . . . . . 124
StartLocalTime field
in STATUS table
StartTime field in QINFO table
. . . . . . . . . . . . . . 144
in STATUS table
Stat Server application properties
installing
,
160 Framework 8.1
Index multiple Stat Servers
optimizing performance
starting manually
statserver section
using Configuration Manager
Stat Server cluster
. . . . . . . . . . . . . . 37
Stat Server metadata
Stat Server sections java-config
. . . . . . . . . . . . . . . . . . 75
java-extensions
. . . . . . . . . . . . . . . 77
jvm-option
. . . . . . . . . . . . . . . . . . 76
log
. . . . . . . . . . . . . . . . . . . . . . 88
log-filter
. . . . . . . . . . . . . . . . . . 106
log-filter-data
. . . . . . . . . . . . . . . 107
statserver
. . . . . . . . . . . . . . . . . . 48
Stat Server solution
stopping
. . . . . . . . . . . . . . . . . . 129
Stat Server Wizard
Configuration Mode
Installation mode
. . . . . . . . . . . . . . 19
installing the
. . . . . . . . . . . . . . . . . 15
invoking
. . . . . . . . . . . . . . . . . . . 20
modes of
. . . . . . . . . . . . . . . . . . . 17
Uninstall mode
. . . . . . . . . . . . . . . . 31
Upgrade mode
. . . . . . . . . . . . . . . . 23
Stat_Server_810.apd
Stat_Server_810.xml
Stat_Server_811.apd
Stat_Server_811.xml
statistics persistent statistics
statlib
. . . . . . . . . . . . . . . . . . . . . 13
statserver section
,
accept-clients-in-backup-mode configuration option
. . . . . . . . . . . . . . . . . . 49
allow-asm-outbound-on-established configuration option
allow-vq-orig-dns-from-environment configuration option
auto-backup-interval configuration option
backup-file-name configuration option
binding-threshold configuration option
capacity-treat-acw-as-interaction configuration option
. . . . . . . . . . . . . . . . . . 51
check-stuck-calls configuration option
check-vq-stuck-calls-frequency configuration option
. . . . . . . . . . . . . . . . . . 52
configuration options
debug-level configuration option
,
DefaultAgentSPT configuration option
DefaultDNSPT configuration option
DefaultRPSPT configuration option
do-backup-in-background configuration option
enable-binding configuration option
enable-java configuration option
filters-allow-wildcards-in-values configuration option
. . . . . . . . . . . . . . . . . . 56
generate-stat-validity-events
generate-transfer-taken-on-ringing
ignore-disabled-objects-in-group-statistics configuration option
ignore-disabled-objects-in-queue-statistics configuration option
ignore-off-hook-on-position configuration option
. . . . . . . . . . . . . . . . . . 58
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
. . . . . . . . . . . . . . . . 68 ,
multimedia-activity-in-status-table configuration option
nec-position-extension-linked configuration option
. . . . . . . . . . . . . . . . . . 59
old-stats-remove-interval configuration option .
position-extension-linked configuration option .
qinfo-table configuration option
queue-disable-dcid-for-missed-calls
queue-use-pseudo-actions configuration option
. . . . . . . . . . . . . . . . . . 61
reconnect-timeout configuration option
reg-delay configuration option
reg-dns-chunk-delay configuration option
reg-dns-chunk-volume configuration option
rp-handle-queueing-events
send-timeout configuration option
show-attached-data configuration option
show-queued-interactions 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
. . . . . . . . . . . . . . . . . . 64
voice-reasons-table configuration option
vq-ignore-third-party-dn configuration option
vq-treat-unknown-third-party-dn-as-agent-dn configuration option
vq-use-alt-enter-time
warn-unsent-sql-statements configuration option
. . . . . . . . . . . . . . . . . . 71
Stat Server—Deployment Guide 161
Index xx-disconnect-clients-on-ixn-server-disconnect
statserver_impl.jar
statserver.jar
. . . . . . . . . . . . . . . 74
Status field in LOGIN table
. . . . . . . . . . . . . . . 142
in QINFO table
. . . . . . . . . . . . . . 144
in STATUS table
. . . . . . . . . . . . . . 146
STATUS table
. . . . . . . . . . . . . . 70
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
. . . . . . . . . . . . . . . .125
on UNIX
. . . . . . . . . . . . . . . .126
stuck calls checkup interval
. . . . . . . . . . . . . . . 51
frequency of checks for
suppress-agent-status-updates-for-ixn-server configuration option
suppress-user-data configuration option
suppress-user-data option configuring on the Annex tab
switch types
. . . . . . . . . . . . . . . . . 82
SWITCHDBID field in LOGIN table
. . . . . . . . . . . . . . . 142
T take-event-attached-data-changed-from-iproxy configuration option
TCallCancelForward event
TCallSetForward event
ThirdPartyDN attribute
TIME field in LOGIN table
. . . . . . . . . . . . . . . 143
time formats of the local time fields
time_convert log option
time_format log option
time-format configuration option
trace log option
. . . . . . . . . . . . . . . . 100
TSetDNDOff event
. . . . . . . . . . . . . . 33
TSetDNDOn event
. . . . . . . . . . . . . . 33
type styles conventions
. . . . . . . . . . . . . . . . 155
italic
. . . . . . . . . . . . . . . . . . . . 155
monospace
. . . . . . . . . . . . . . . . 156
typographical styles
U
Uninstall mode
. . . . . . . . . . . . . . .17
uninstalling
162 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
using Configuration Manager
V vag-statistics-active-agents-only configuration option
. . . . . . . . . . . . . . . . .64
verbose log option
. . . . . . . . . . . . . . .88
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
vq-use-alt-enter-time configuration option
W warm standby mode
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
xx-disconnect-clients-on-ixn-server-disconnect configuration option
Framework 8.1
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